Frontline Leadership Program 'Hello, is it me you're looking for?'

Situation

A substantial company engaged in the telecommunications industry was seeking to engage a delivery organisation to assist in the roll out their Frontline Leadership Program (FLP).

 

After much deliberation and evaluation, they chose Emerge Consulting as one of the key delivery providers, owing to the vast industry experience held by some of the Emerge team, plus the positive testimonials from satisfied clients.

 

Resources

Emerge delivered the client’s own material – FLP and provided suggestions for improvement during rollout.

 

Implementation

The rollout of the Frontline Leadership Program was to all nominated management from Call Centres, Technical teams, Engineers, IT, Finance etc… right across the business, ranging from 30 year veterans to recent recruits. Over 2,000 staff attended the program.

 

Some of the positives included:

• The program was 4 day off-site
• The program was run “cross-division” allowing anyone to attend
• The program was highly experiential
• Had huge support from the organisation

 

Subject matter covered in the FLP was:

• Personal development
• Conflict management
• Dealing with change
• Working with teams
• Motivation
• Presentation skills
• Emotional intelligence and self-awareness
• Meaningful/difficult conversations
• Effective communications
• Negotiation skills

 

In addition, there was the rollout of an in-house Graduate Development Program (GDP) over two years to 90 Graduates

 

Subject matter covered in the GDP included:

• Effective communications
• Conflict management
• Culture & Values
• Influencing up
• Leadership attributes
• Negotiation skills
• Presentation skills
  

Outcomes

The organisation has enjoyed a marked and noticeable improvement in the culture that has been largely attributed to programs such as this. The measurement of the success has been on-going as has the delivery scheduled. This is a work-in-progress at the time of writing this case study.

 

Some of the feedback to date:

“Networking opportunity was fantastic. Loved all of it. Residential component allowed us to establish networks to other parts of the business.”

 

“Excellent delivery with relevant stories. Loved the role plays. Great discussions generated. Great four days –great experience. Residential worked well especially that it was away from the office. I like that the information is provided in one block rather than split up over several training sessions. I believe that the offsite nature of the program removed the majority of work interference. Great to meet other areas of the business and find that we had very common problems that we could discuss.”

 

“Give this to everyone – Mass roll out. Not too many slides were used which made it good. Lots of opportunity to practice.”

 

There have been a large number of testimonials, which may be provided on request.