An International Airline

To support the internal customer services training team to design a leadership programme for team leaders.

We also developed a self assessment tool using the same criteria, which was an alternative way to start the delegates thinking about their performance at work. Having both options enabled the course trainers to be flexible in the way the programme was administered, depending on the resources and time available. Secondly, we worked with the training team to build up a set of modules based around a model of leadership. Some modules were designed together with internal trainers. Working in this way enabled the trainers to benefit from an injection of new ideas, models and theories in areas with which they familiar. Other modules were entirely developed by Human Assets, particularly where trainers were unfamiliar with the topic e.g. motivation. We produced trainer’s notes to provide background information on the models and theories introduced, and also guidance on how to deliver workshop sessions.