Customised training, also known as bespoke training means that Green Key professionals develop courses that are for use only by you, the client. Course content will meet the agreed goals for the development of chosen group/s, and will support organisation goals, mission, vision and values by improving performance.

The group/s for the training will be nominated by you, the client to meet your organisation needs and will likely be formed from employees who are working in the relevant specific departments or positions within the organisation. For example, management training for young department managers or more senior managers who have several years of experience.

Yes, exactly. After initial discussion and exploration about the main issues that you wish to address through the training, a course outline will be generated and discussed with you before embarking on full course development.

1. Initial meeting and agreement on the course outline to meet the agreed goals 2. Discussion and agreement on how training effectiveness will be measured 3. Questionnaires emailed to all participants to help in assessing individual needs 4. Generating anonymous examples of situations that can be used in the training as role play, cases etc 5. Course development including exercises, role play and case studies to meet the agreed goals 6. Discussion on final course content 7. Updates and changes made 8. Delivery 9. De-brief and review.

For any learning and development to be effective, it is important that all participants are prepared for this learning – What are they going to learn? For what reason? For how long, when and where? A critical point is an explanation of why they are being selected to attend this training – all these points are the responsibility of the organisation representative, usually the line manager. After training has been conducted, we recommend that the organisation representative follow up with each participant to understand, what he/she has learned and how they are going to apply their learning and new skills? Are there any gaps in the learning process? During the conversation to understand how the employee might be best supported going forward. If the course is conducted over a number of months, follow up in between modules to check with employees is valuable in understanding how learning is progressing and how the employee is getting on in terms of implementing the skills being learned.

• Pre course preparation – specific steps agreed according to learning goals • Preparation and development of course materials to implement training activity • Development of exercises, role play and case studies • Certificate for each participant • Post course evaluation and reporting • Post course review and follow up meeting

Customised courses are customised to your exact needs. The content focuses on exactly your pain points and addresses those specifically through facilitated learning either in person or through the use of a digital platform. Very useful for your employees as interactive and competency-based learning, but without customisation. If combined together, online and customised learning you are getting the best of both worlds and employee skills development will greatly benefit.

The answer to this question lies in the goals you want to achieve. Our professionals can help guide you in making the right choice. However, keep in mind that any tailor made course will be designed to specifically address your organisation needs and goals, whereas online learning is generic. Masterclasses, address the best of both worlds using digital online content supported by masterclasses to bring in the specifics that are important to the achievement of training goals while also bridging the gap between learning and doing in the workplace.

ROI is not as straight forward to measure as we would want, because the effectiveness of any training is not only dependent on the quality of the course and facilitator, but also that effective pre and post course support is in place to prepare each participant to feel excited about attending a course and the possibility to learn, as well as to feel encouraged and supported to apply skills learned when back in the workplace. Clarity of the goals you want to achieve is also important as this provides measurement for effectiveness. For example: • Decrease in sickness and absenteeism from 20% - 10% • Increase in sales by 10% • Decrease in customer call processing time – increase in the number of calls processed by x% • Increase in customer satisfaction rating from “3” to an average of “4”. Each one of the examples above can be measured using different sources of information, for example – decrease in sickness and absenteeism – when these figures are measured within the organisation, it is easy to measure a changing trend over time. Call processing time – this is likely to be measured by the call centre as part of the overall call centre system and therefore a change in time for call processing is easy to measure. Customer satisfaction, again in most organisations is measured as well as analysed in order to use the data to improve aspects of the business in accordance with customer feedback. Therefore, after any training we would expect the matrix to change positively over time.