Shepherds Bush Housing Group –
“I wanted to pass on
how delighted I have
personal development
been with the positive
feedback: people were
stopping me on the
stairs to tell me how
Shepherds Bush Housing Group (SBHG) provides a range of services to a wider group of tenants,
much they enjoyed it!
This has a huge positive
leaseholders, private sector owners and other stakeholders. The Group owns and manages over
impact on both the
credibility and
4,000 properties across West London and employs nearly 180 staff. As well as providing a range of
perceived value of our
housing services, it also supports other services including a Well-Being Project and Furnish, a furniture
Learning &
Development
recycling charity.
programme.”
David R. Blackburn
Group Director
The challenge
SBHG
SBHG began working with QA to provide its staff with technical
training, but wanted to provide more support for personal
development and wider business skills. By using the QA Skills
Licence SBHG was able to maximise its training budget by
purchasing training in advance at a significantly discounted rate,
whilst having the flexibility to book courses to fit in around
SBHG’s organisational change programme.
As part of the change programme the Group wanted to provide
SBHG
www.sbhg.co.uk
its staff with clear opportunities for skills development, and
improve staff retention. The HR department felt it was important
to signal a fresh and positive perspective, and to acknowledge
the work being done by staff in often difficult circumstances.
The training was to be targeted, to ensure that staff improved and
37
developed key skills for providing a much needed public service
under pressure in often emotionally charged circumstances.
The solution
QA developed and delivered a programme based around three
core skills identified by the Group as key:
Organise Your Time: This course helped staff working under extreme
time constraints understand how to better manage their limited time
and resources through assessing their time style and understanding
where their natural strengths and weaknesses lie. They gained an
insight into their ‘Time Thieves’ and the change of mindset needed to
take control of the time/task equations which face them daily.
Assert Yourself and Build Confidence: This course was aimed at
creating strong self belief and a calm, assertive approach to everyday
communications. Attendees learned and practised staying in control of
a range of situations whilst keeping the communication open and
friendly.
Write For Results: This course worked with Group staff to improve
their writing to inform, influence and persuade. They covered modern
business English rules as well as layout best practice and the basics of
emails, reports and letters – concentrating on getting their key
message across and being aware of the results they wanted their
communication to have. The workshop was built around a series of
practical exercises designed to help them develop and consolidate
writing skills in a safe and supportive environment.
Following these courses SBHG has started working with QA to
extend the programme with a further Skills Licence to include a
Customer Care Training course, which will cover the Strength
Deployment Inventory (SDI) and bespoke customer care skills.
The Group is now using QA to provide additional technical skills
to its teams, with a Skills Licence-based programme including
Microsoft and Citrix skills.
“By using the QA Skills Licence SBHG was able to
maximise its training budget by purchasing training in
advance at a significantly discounted rate.”
Contact us on: 0845 757 3888 info@qa.com www.qa.com
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