Improving the customer experience culture at SWR

train4change started working with South Western Railway (SWR) in 2018. We’re working on several initiatives within the business right now, including:

• Leading our Journey to Better. SWR is transforming their leadership culture by supporting all leaders to develop a growth mindset, assess their emotional intelligence, become accountable for themselves and their teams, develop coaching as a leadership style, and by embedding the ‘We are SWR’ behaviours throughout. The Leading our Journey to Better conferences involve up to 100 leaders at a time completing 3 or 4 short interactive development workshops in one day, supported by complementary activities and networking.
• We are SWR – the Driver Manager Team. t4c has supported the personal development of the Depot Driver Managers and the Driver Manager function. This has included team development activities and skills development workshops focussed on crucial conversations, coaching skills and leading through change.
• We are SWR – Wellbeing. The function responsible for Wellbeing throughout the organisation has undergone team growth in the last couple of years. Using the psychometric tool Myers Briggs Type Indicator (MBTI), t4c has designed and delivered a team development programme which enabled the team to identify their communication strengths, blind spots and create an approach to mitigate these.
• t4c continues to provide 1 to 1 leadership coaching within SWR for senior leaders.

Some of our current feedback includes:

‘It’s been a very beneficial workshop, helped me to avoid going straight to offering solutions’

‘Informative and empowering. My knowledge of communication and leadership has been broadened’

‘Informative, empowering and eye opening’