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Home > News > March 2005 > 16-Mar-2005

Workplace Management introduces new training approach

Workplace Management are running blended learning programmes on leadership, teamwork and customer care skills for its staff nationwide.

The property and facilities management company will run Balance Learning’s two customer service programmes for front line staff. The programmes - Outstanding Customer Service Skills and Customer Service Challenges - aim to show how to deliver outstanding service and how to handle difficult customer situations.

It will also provide leadership and teamwork training for junior managers and supervisors using Balance Learning’s Leadership and Teamwork programme. This includes topics such as developing team trust, setting guidelines for performance, establishing clear goals and growing a team through its stages.

Each blended learning programme combines online learning courseware, face-to-face instruction and workplace assignments.

"We were looking for a new approach that would enable us to provide effective training with less staff time away from the workplace," said Peter Hall, Director of Risk Management, Training and Development at Workplace Management. "Balance Learning’s programmes meet that need and their whole approach is much less daunting than other more formal training."

The online learning components of each Balance Learning programme include pre and post-course tests to help guide and track each person’s learning. The programme provides the materials needed to run an accompanying classroom session, including customisable PowerPoint slides, hand-outs for exercises and role plays, a facilitator’s script in Word format and video clips to provoke discussion.

The classroom sessions incorporate individual and group activities, video case studies and theory. These elements are designed to help each participant to develop an action plan based on the learning.

"One of the greatest gripes for a trainer is the lack of time to prepare and design a course," said Hall. "Balance Learning’s programmes have a high quality design and structure. They’re generic programmes but they still allow trainers to stamp their personality onto the delivery."

Balance Learning provides post-training activities and assignments that aim to further facilitate the transfer of learning back to the workplace. Designed to be undertaken by the participant and his/her line manager, the activities can be tailored by trainers and e-mailed to students at pre-determined intervals.

"The workplace assignments cement the programmes together," said Peter Hall. "When the learning is put into practice, you know the training has been successful. This is where we, as an organisation, will see the benefit."

Workplace Management will identify target groups for the training through its appraisal system. Each course will be completed in six-eight weeks. The workshops will be run throughout the UK by the company’s in-house trainers, for groups of up to 10 trainees.

"The participants work through the online learning at their own pace," said Peter Hall. "When they get to the workshop, they are comfortable that they are all at the same level of knowledge, so they don't feel out of their depth. Then by actively putting their learning into practice in the workplace they can show the true benefit of the training. It’s win-win all the way."

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