Case Studies - Public Sector Clients
Well, all that might be true, but as far as we're concerned, people are people. Whether it's a leadership issue, customer service effectiveness, assertiveness problems, communication breakdown, people still tend to react the same no matter what industry they're in. If people have a problem saying no, or feel under assault from an angry customer it doesn’t really matter if their boss is a Board of Directors or a room full of elected Councillors.
Certainly there are constraints that are unique to the public sector just as there are constraints that are unique to the private. That's why all our programmes are tailored to the needs of the client, because we couldn't possibly create a template that would work for British Airways and Merrill Lynch or one that would work for Barnet Council and Lewisham.
Every single client and every single person who works for every single client is unique and what sets us apart in the work we do is to honour and respect that uniqueness and make sure that all our work suits each client to a T.
We're rightly proud of the work we've done in the Public Sector, from running a series of six day Leadership programmes at Barnet for their hundred top managers, to front-line Customer Care staff at Lewisham, to creating from scratch a Customer Service Call Centre for Huntingdonshire District Council. We work at all levels within the Public Sector, from Street Wardens to Benefit Officers to Chief Execs.
Here are some case studies to whet your appetite of what we might do for you and if you would like to talk with us further about any kind of soft-skills training, email firstname.lastname@example.org us or give us a ring +44 (0)20 7226 1877.
The National Muslim Women's Advisory Group approached Impact Factory to create and lead a programme on Leadership and Empowering Others...
The Village School are great communicators. What they were looking for was greater self-assurance in training others and delivering presentations to the senior team and their peers.
Impact Factory was asked to speak at the launch of the London Borough of Tower Hamlets' comprehensive new programme of certificated leadership and management courses targeted at Black, Minority and Ethnic members of staff.
When Huntingdonshire District Council decided to set up a call centre to field enquiries on all aspects of the Councils services, they wanted it to be different to the automated or scripted services that seem designed to frustrate callers! They wanted the very best in customer care for their residents so they came to us.
After the huge success of the launch of the London Borough of Tower Hamlets' Leadership and Management Programme in June 2007, Linda Crawford, Operational Development Manager and ILM (Institute of Leadership and Management) Centre Manager, decided to bring forward the launch of a parallel Certificate Qualification in First Line Management.
Excellent Customer Service was the theme chosen for the day, an area where it is recognised small improvements can effect a significant impact on internal and external customers alike.
This was a team building programme for the Learning and Development Department, to enable them to work more efficiently together and to continue their good work on these essential elements.
The series of programmes culminated in a two hour module for all 70 senior staff as part of a day long conference. Participants played out client facing scenarios in small groups and fed back their findings to the plenary.
We were delighted when we were asked to create "Rising to the Challenge" an on-going Leadership Skills Programme for people the council have identified as potential 'high flyers'. This six-day programme, run over two months gives us a chance to work at in-depth with high-level groups of people.
Change is one of the most unsettling things an organisation can face. And when a merger is in the pipeline, all kinds of concerns rise to the fore.
Egton Education asked Impact Factory to develop a programme aimed at developing their 15 strong sales team. Areas to look at - building effective relationships, body language, influencing skills, communication, dealing with difficult people and situations, recognising opportunities and acting on them, plus a look at confidence.
Work on the Award in First Line Management Qualification has been part of an exciting year for Impact Factory in our on-going partnership with the London Borough of Tower Hamlets. As with the Certificate in First Line Management qualification, Impact Factory was delighted to be invited to develop this course with Tower Hamlets.
Influencing in times of stress is an interesting thing. It's very individual. People or situations that frustrate or anger one person may be easily handled by someone else and visa versa. See how Impact Factory helped Lewisham Council take the stress off their day to day jobs through our Influencing and Negotiation Skills Programme.
Customer service is a buzz phrase often given a great deal of lip-service but not much else. As part of their People First Vision, Surrey County Council paid particular attention to the role of support services when they envisioned their shared Services Centre.
As the Surrey County Council deals with customers all day, we had a great platform to explore ways that emotional buttons can be so easily pushed.
They wanted to increase their potential to generate business leads, by looking at what the pitfalls are, and where you can feel wrong-footed at networking events.
A Networking Skills programme to develop the networking styles of the already highly skilled Business Link for London Business Advisors.