| Supervisory
& Management Development |
|
| Customer
Service |
| Summary
Northern University |
| First
Class was recommended by another University
to the external relations department within
a northern University. They were seeking
facilitators who understood the University
environment to work in partnership. Their
objective was to show a measured improvement
in the service provided to all their customers.
In conjunction with a working party, First
Class designed two consecutive annual
away days with a 50:50 split of “fun”
and “work”. |
| In
year 1 the teams established service Charters
focused on improving life for each other
and working groups to achieve improvement
plans. Follow up support included attending
departmental development meetings, providing
email and telephone support. Twelve months
later they achieved a 51% increase in
satisfaction in their target areas. |
For
year 2 the theme was improving the service
to the university and external customers.
Each team identified “Moments of
truth” where they come into contact
with customers. They developed an action
plan to prevent these becoming “moments
of misery” and developing potential
“moments of magic”. From the
event an action plan of personal and departmental
changes was designed and teams of individuals
with the relevant experience were asked
to work on them. The successes will be
celebrated at the next event. |
|
| Health
and Safety |
|
| Employment
Law |
| |
|
| Personal
Development |
| ASRA
Conference |
| At
their annual conference The Association
for Student Residential Accommodation
(ASRA) include a development programme.
For the last three years First Class has
been invited to present personal development
topics in the following areas –
Interview skills, Building the team, Work
life balance, Presentation skills and
Coping with change. The topics are chosen
by the organising committee each year
to reflect the needs of members. |
| Here are some
testimonials: |
Very good-refreshing
previous training.
Fun, interesting, interesting taste of what
First Class can do
Very well presented and informative.
A good reminder of things we need to do
regularly
Very enjoyable.
Good fun.
Very thought provoking.
Presentation was very relaxed which helped
to enforce the material taught. Very easy
learning style.
Very friendly and positive presenter! Thank
you!!!
Very informative and positive presentation
– thank you.
Well paced presentation, very enjoyable
and felt involved.
Very well done. |
|
| Team
Development |
| The
Conference Operation of a Midlands University |
| First
Class has been working with the organisation
over a number of years. Initially the
Head of Conference Services met First
Class to define the vision and business
objectives for the conference department
and to agree how First Class could support
their achievement. |
First Class has facilitated
three management away days with the
following feedback from the client “The
event provided an opportunity for the
team across the site to plan strategically
how they will take forward the business.
The team enjoyed the opportunity to
bond and work together in a relaxed,
non-work environment. First Class used
fun exercises to help them discover
more about the value of their individual
strengths within the team and on the
success of the business. The team clarified
their vision, values, agreed action
plans and review dates. All believed
it to be "really worthwhile and
valuable time out”
|
