Beyond The Box, one of the UK’s leading specialist training companies, recently completed a job for The Co-operative Bank where it delivered ‘Coaching for Leaders’ and ‘Train The Trainer’ courses.The two courses were designed for the Co-operative Bank as a direct result of training needs analysis carried out by Christine Knott, director of Beyond The Box. This TNA included research with all levels of staff, looking into personal objectives versus training objectives and also involved Christine sitting in on staff meetings.

The two courses, ‘Coaching for Leaders’ and ‘Train the Trainer’, exceeded the clients expectations and made an immediate impact in terms of motivation levels and sales performance of all staff.

The ‘Coaching for Leaders’ course was born out of the research that demonstrated an overall lack of understanding of key objectives. The course included:

• What makes a good leader?
• The importance of a leader who communicates well
• How to communicate well
• Why it is important to identify what motivates each individual and methods on how to discover it
• How to set goals for their team based on the company, departments and team objectives
• How to manage effective one to one coaching session with staff to lead them to plan to achieve their goals

Beyond The Box suggested that it would be better for in-house staff to deliver the training courses on an on-going ’need’ basis. To enable them to do this Beyond The Box designed and delivered a ‘Train The Trainer’ course. This was particularly important in the call centre arena as there is traditionally a high turnover of staff and there are significant limitations in the time allowed away from the phones for training courses. The package included:

• Training techniques
• How to design and deliver a training programme

During the course the delegates designed the programme that they would be delivering.

Commenting on the feedback, Julie Marsh, Customer Services Manager at the Co-operative Bank, said, “My managers have been enthusing about the Coaching Course and are finding the modules that you delivered particularly beneficial.”

“I must say they were not looking forward to the course, as they had the perception that the usual “off the shelf” material would be delivered in the usual format. However, all of them thoroughly enjoyed the training you delivered, and all have commented on how your personality and the style of your delivery was a real contributing factor to this.”

The delivery of any training course is crucial if you want the information to be remembered and then used on a daily basis. This is one of the reasons why Beyond The Box does not believe in using off the shelf training packages for its clients. “We are a people business and it is about helping people to understand and then utilise their training in an environment where they feel comfortable and can assimilate the information. This cannot be done with flat presentations that provide information in a boring and non-dynamic manner,” comments Christine Knott of Beyond The Box.

Julie Marsh was particularly impressed with the research conducted prior to the development of the training session. “In my experience the research you conducted before the course is a rare thing in your line of work. The majority of other companies, in my opinion, are often too quick to deliver an off the shelf package to suit perhaps 50% of requirements with limited cost and time investment on their part.”

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