Success Stories
More Real-life success stories
Case Study 4: Facing Violent Customers
Library staff are feeling unsafe following an assault on a colleague at the exit door. Think Learn Succeed creates a course called Staying Safe Around Aggressive Clients.
Find out how this results in positive change.
Staff identify the work practices most likely to trigger aggression from clients (e.g. issuing library fines). Then they brainstorm ways of minimising aggressive reactions. Scripted role-plays are used to rehearse responses to complaints, abuse, threats of violence and actual physical attacks. Suggestions for improving workplace safety are reported back to management and implemented quickly. Staff feedback includes a comment that the course “gave a rounded way of looking at problems. It also taught me ways to carry out calm and effective responses.”
Case Study 5: Overcoming Stage Fright
A team of volunteers is presenting training on parenting skills. The scripts they have been issued with for this training are dull and uninspiring. The volunteers are nervous about speaking in public. Hedley Galt inspires the group to spice up their performance and feel confident doing so.
Find out what she does.
By introducing the volunteers to the body language used by charismatic presenters Hedley has them improvising with confidence within half a day. Group member Joanne says the course is full of “practical information” and “really easy to get through.”
Case Study 6: Learning Without Reading
A team of agricultural workers is in conflict. They need to learn how to manage their differences. Many group members are nervous about attending training - some can't read, others had negative experiences at school.
Find out how TLS creates a course that gets everyone on-side.
Desks are removed from the training area and handouts are presented in a colourful cartoon format. Managers perform three role plays about "typical" situations the team faces at work. These quickly get the group laughing and enjoying the course. Eleanor Shakiba draws key communication themes from the role plays and everyone learns quickly and easily.