International Leadership Development Programmes

Transcription

1 October 11 International Leadership Development Programmes

2 The Leadership and Service Excellence Experience We believe that if you want to be the best at something, you should learn from the best. The Leadership and Service Excellence programme is designed to give organisations the opportunity to learn from some of the world s best companies, all of which are renowned for delivering excellence in people engagement and through this great customer service and organisational performance. Not content with learning direct from these great businesses and others, we ve created a Master s Degree programme accredited and delivered jointly with Newcastle Business School. The Leadership and Service Excellence programme is split into two parts, The Leadership and Service Excellence Experience and the Leadership and Service Excellence Masters Degree.

3 The Leadership and Service Excellence Experience Objectives: To see first hand how great organizations engage and lead their people and how this in turn leads to better customer service results and stronger organisational performance / profitability. Delegates are encouraged to record lessons learnt in their personal Learning Log and then consider how they will apply these to improve their own organisation. Typical Programme - Dallas, Texas Base for the week Ritz Carlton Hotel, Dallas. Saturday Sunday Monday Tuesday Wednesday Thursday Friday travel to Dallas Texas. Check in at the Ritz Carlton. programme orientation session. Visit Dallas. Nordstrom visit (am) Ritz Carlton presentation (pm) Southwest Airlines visit (all day) Sewell Automotive Visit (am) Spaeth Communications visit (pm) BNSF Railroad visit (am) World Class Benchmarking session (pm) review of the week and action planning (am) return home (pm) Each day begins with a breakfast briefing session in the Ritz Carlton Hotel which introduces the companies we ll be visiting and our reasons for choosing them. Information about each company is contained in the Learning Log which also lists some key questions for consideration before the visit. Delegates are encouraged to ask questions of the senior executives hosting each visit, consider what they have learned from the organisation and whether / how this can be applied in their own organisation. Each day ends with a debriefing session in the Ritz Carlton Hotel. At the end of the week a group learning session summarises the lessons from the week before each delegate completes a Personal Action Plan to outline how they will implement improvement in their own organisation.

4 The Leadership and Service Excellence Masters Degree This builds upon the foundation of learning from the Experience. What is it? This qualification is a unique collaboration between The Engagement People and the Newcastle Business School, part of Northumbria University. The course of study is unique in several ways: It is based on blended learning techniques i.e. a mixture of traditional teaching, experiential learning and distance learning. It allows learning and most assessment to be carried out in action learning sets which are teams working together to carry out practical assignments in the workplace It concentrates the learning delivery into only 5 short sharp residential sessions which have been pioneered by The Engagement People in over 6 years of working with students at post-graduate level As a consequence of these techniques, it delivers a Masters qualification inside two years a reduction of a year inside the traditional time taken It links organisational culture, values and people engagement, which creates more effective leaders. How does it work? The qualification is broken down into three distinct assessed parts: Part 1 Postgraduate Certificate This is a qualification which involves 3 modules: Developing Self Innovating Service Delivery Management Development Part 2 Postgraduate Diploma This is also a qualification which is dependent on satisfactory completion of Part 1. There are 2 modules to this : Performance management Managing change for Service Excellence

5 Part 3 Masters This can only be carried out following satisfactory completion of Parts 1 and 2. The single module involves the research, analysis and production of a ,000 word management report containing recommendations for service improvements within the student s own organisation. The management report is based on the learning gained during the Leadership and Service Excellence Experience together with the learning and subsequent research into excellent practice in the modules delivered by the Engagement People and Newcastle Business school. Who is it for? Each group of students is known as a cohort. Each cohort can come from a single organisation or multiple organisations.

6 FutureBuilding FutureBuilding is delivered in partnership with Child Reach International, a children s charity we have been connected with for over 4 years. This programme offers groups of up to 15 people the chance to undertake an international development project, for example refurbishing a Primary school in Africa, to bring education to hundreds of local children. But it has several unique factors: It can be delivered at low cost or even no cost to the employer. A typical example of this for organisation sending 12 people to Africa at a cost of 3,250 per employee; Total cost 39,000 Employee Fundraising 30,000 Net cost to employer 9,000 (50% funded by L&D / 50% by CSR)* Child Reach International work with delegates to help them fundraise. The above cost includes flights, accommodation, project materials and local labour * The programme delivers a practical contribution to the organisation s Corporate Social Responsibility commitment, so often the cost is offset against this or split equally between the Learning and Development and CSR budgets. The programme is the only one of its kind to offer structured learning before and after the project is delivered. To do this, the Engagement People delivers the following programme of learning: Before departure training Project Management skills Health and Safety Corporate Risk Awareness Equality and Diversity Communication skills Cultural Awareness Delegation CV writing Belbin or Saville Wave profiling (optional extra)

7 On site Leadership Development Delegates are issued with a Learning Log. Each delegate gets a chance to lead the team in delivering the project plan created before departure. The leader for each day briefs the group and delegates the tasks for the day. Each evening the leader receives peer and facilitator feedback on their performance. Each evening a new model of leadership is introduced and discussed. Delegates complete a daily Self Reflection section of the Learning Log. At the end of the two weeks project delegates receive feedback on their leadership style and how they have contributed to the team s delivery of the project. Delegates compile a Personal Action Plan based upon their feedback Upon completion of the project Delegates re-write their CV to reflect their new skills The Engagement People provides a written report to the employer outlining the areas of strength and development for each delegate.

8 Leadership Development in Norway This is based upon a programme originally run by the Royal Marines..but don t worry you don t need to be super fit to participate, nor even do you need to be able to ski.even though it involves cross country skiing in the mountains of the Hardangervidda national park. If you don t believe the non-skiing bit, rest assured that as I write this profile of the programme my experience in the Hardangervidda was the very first time I had strapped on a pair of ski s except for literally spending 10 minutes on a dry ski slope in the UK some 15 years earlier!. Nor was I particularly fit and neither was the rest of my group. What is it? A programme designed to help you learn about how you interact with are seen by and work with others either as a team member or a leader. Prior to reaching Norway you will be trained on how to map read, use a compass, the health and safety considerations you need to make, even how to dig a snow hold, just in case. When you reach Norway you ll be shown how to put on your ski boots and ski s and most importantly how to cross country ski. Then, with your group you ll set off to ski 100km across the Hardangervidda. Each day you ll have a set distance to cover, and you will have planned every single day in detail before you leave the UK. It will be the group s responsibility to get itself safely from A to B each day. Your facilitators will be on hand to guide you if you really get stuck or are in danger of putting yourself or others at risk. The route you will follow is well known. Each evening you will bunk up in an unmanned wooden cabin where you need to: 1. Light a fire firewood will have been left for you 2. Melt snow for drinking water and washing 3. Dry your kit 4. Cook a meal from the food which will have been left in the pantry for you 5. Review how the group performed that day, giving feedback to that day s group leader. 6. Write up your learning log for the day 7. Learn about some key leadership and communication models

9 8. Re-check the next leg of your UK written plan to get you to the next day s destination. 9. Receive a briefing from the next day s leader including allocation of morning tasks including cooking breakfast, packing lunches, tidying the hut to leave it in the state in which you found it. 10. Finally to bed, where you ll sleep alongside your group members (usually in bunk beds). What will I learn? In addition to the obvious things such as map reading, using a compass and skiing, you ll also learn about: Very detailed Project Planning Corporate Risk Health and Safety Team working in difficult conditions Basic cold weather survival skills Your personal, team and leadership and communication styles Your impact upon others and how to manage / improve this Whether or not you can cook! At the end of this one week programme you will receive detailed feedback from your group members and the project facilitators and a report summarising this will be set to your organisation.