Supervisory & Management Development

JET Logistics (A Warwickshire based de-fleeting company)

Management Development Programme

“Trust, integrity, knowledge, reliability, professionalism and respect”. In order to continue the growth of business in line with the published core values it was felt necessary that all of our supervisors and managers continue to develop skills in the form of a continuous management development programme. Jet is looking forward to the achievement of Investors in People during 2006 and as such it is important that people development is at the very top, and remains top, of our business plan.

Jet committed to a management training programme; various workshops attended on the scheme have been practical, very interactive and fun to attend with some group exercises and some fun games, of course, with a purpose to test and stretch performance.

Thanks must be given to Helen Ashton of First Class training, Helen, thanks for all your help, hard work, energy and enthusiasm during the last year. Our business and customers will certainly reap benefits from the efforts that you have put into this programme. The programme has clearly been a success which has been proven on the final day as our managers graduated.

An extract from the company newsletter

Customer Service

Compton Verney

Compton Verney is a Warwickshire based gallery of international standard where visitors enjoy art in a welcoming, accessible environment.

In assisting them to improve the visitors’ experience and encourage increased visitor numbers, First Class facilitated a day to support the customer facing managers in the creation of a customer care vision. The vision they created will be used to ensure that visitors have an experience that both meets, and, ideally, exceeds their expectations.

The team also mapped out standard performance levels for customer service to be measured at Compton Verney. From these they worked towards more transparent, quantifiable procedures to empower staff to achieve the goals. The delegates formed a customer care ‘Forum’ to turn the outcomes of the day into positive actions and work towards the vision being embraced by everybody in the organisation. Crucial to the success of the project was gaining the support of the senior managers and then that of the whole team to whom delegates presented the vision and concept. This was a wholehearted success and with the whole team on board and systems being established they are well on their way to consistently meet their vision for customer service.

Health and Safety

Huntleigh Health Care Ltd

Debbie recently provided training for members of our Main Board relating to the H&S legal duties of directors and senior managers, including corporate manslaughter. Debbie’s painstaking research and detailed understanding of the issues ensured a lively debate, and her obvious enthusiasm for her profession rubbed off on those attending. With her positive support and guidance in the future, I am confident that we as a company will continue to make good progress in ensuring the health and safety of our employees

Stephanie Wingate, Group EHS Manager

Employment Law

Employment Law Training

Following the recent repeal of the Fire Service Discipline Regulations, and their replacement with jointly agreed ACAS compliant procedures, Derek Eccleston was commissioned by Warwickshire Fire and Rescue Service to provide training to all supervisors and managers in the new disciplinary and grievance procedures.

Derek delivered a one day programme to over 100 people, in eight sessions over a period of several months. This was a significant cultural change for the service and Derek delivered the sessions in an engaging and participative style that achieved, without exception, excellent feedback from every course. In fact, the Fire Brigades Union Officers, who attended the course as participants, formally recorded their appreciation of the quality of the event in our Joint Consultative Committee.

I would have no hesitation in commissioning further training in employment related fields from Derek Eccleston and would recommend him to other employers. John Usher, Human Resources Manager, Warwickshire Fire and Rescue Service

Personal Development

Providing HR support for a local district council

At a time of high levels of recruitment, First Class worked with the HR team to raise skill levels and confidence, including representing the HR function at interviews. Through workshops and observed interviews, First Class provided feedback and support to individuals.

As a representative of the HR team First Class was involved in the successful recruitment processes for several key senior posts across the council. Part of the remit was to coach managers in good recruitment practise as well as their interview style.

First Class was so successful in gaining the trust and respect of the team we were asked to research and report back on the perceived effectiveness of the appraisal system within the organisation. The findings, from one-to one and group interviews with the Chief Executive and people throughout the Council, were presented to the Board and formed part of a review of the system.

Team Development

A Publicly Funded Legal Advice Centre in the West Midlands

The new Director of the centre requested First Class to help them to define their mission and values at the annual Office Away Day. Everyone attended the day, from the receptionists to the legal practitioners and the Director herself. Working in a variety of groups and using packs of pictures, the whole group were able to contribute to defining an agreed vision for the centre. They then agreed the values and behaviours which would lead to achieving their vision.

The work from the day was of great value to the Director who formed into a document outlining the vision and values for the centre. This was presented to the Trustees and became part of their business plan.