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.

当然有约束,是独一无二的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 forBritish AirwaysandMerrill Lynchor one that would work forBarnet CouncilandLewisham.

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 forHuntingdonshire 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, emailenquiries@impactfactory.comus or give us a ring +44 (0)20 7226 1877.

Advanced Communication with Clients - Partnerships UK

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.

Award Certificate in First Line Management - London Borough of Tower Hamlets

工作在第一线管理Qualifi奖cation 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.

Leadership Skills - Barnet Council

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.

Building Business Relationships - Department for Transport

The Department for Transport's key aim is that 'transport works for everyone, balancing the needs of the economy, the environment and society'. Here at Impact Factory, we consider that a pretty important goal. Impact Factory was delighted when he was asked to design a Building Business Relationships programme for the Business Delivery Unit.

Change Management Programme - London Fire Brigade

London Fire Brigade asked Impact Factory to create and lead a change management programme to help resettle the organisation after a period of change.

Confident Communication - The Village School

A couple of great days with the enthusiastic team, looking at communication skills in terms of their stepping up to leadership, managing conflict more effectively, giving feedback early on and quite a bit on influencing.

Customer Service Excellence - Surrey County Council

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.

Customer Service - Huntingdonshire District Council

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.

Dealing with Change - Disability Rights Commission

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.

Excellent Customer Service - The General Social Care Council

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.

影响and Negotiation - Egton Education

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.

影响and Negotiation - Lewisham Council

影响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.

Leadership and Empowering Others - NMWAG

The National Muslim Women's Advisory Group approached Impact Factory to create and lead a programme on Leadership and Empowering Others...

Leading and Managing with Impact - Bar Standards Office

I had a very clear idea of working with a training consultant who is different, innovative, energetic, interactive, practical and transformative. Impact Factory has helped the BSB transform its ways of working and achieve a more collaborative culture.” Oliver Hanmer - Director of Regulatory Assurance - The Bar Standards Board

Certificate in first Line Management - London Borough of Tower Hamlets

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.

Leadership and Management - London Borough of Tower Hamlets

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.

Mytime Active Embeds Long-term Behavioural Change Across the Organisation with Interpersonal Skills Training

Mytime Active is a social enterprise on a mission to improve wellbeing. They help everyone get more out of life by moving more, eating better, feeling positive and making new friends.

Networking - Forestry Commission

'You must all hug trees!' We teamed up with Forestry Commission on a Networking Skills Course to look at ways of pre-empting unhelpful assumptions.

Networking Skills - Business Link for London

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.

Presentation Skills Training - British Library

The British Library wanted training that would help staff and managers to improve their presentation techniques, awareness and confidence levels.

Presenting with Confidence - The Village School

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.

Team Building Event - DEFRA

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.

Train the Trainer and Communication - IFAD

This training was to help the facilitators to enhance their existing skills and offer up practical tools and techniques to help make training engaging. Variety of topics such as; Media Skills, Better Communication and Setting up Press Conferences.

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