Learning & Development

Training and DevelopmentThe learning and development opportunities can be categorised over 4 distinct areas as identified in the links below. Sessions have been facilitated in many different settings including traditional courses, master classes, bite-sized workshops and action learning sets.

All programmes offer a distinctive blend of learning with theory and the opportunity to develop the practical application of skills, which can be used in the workplace. Sandra designs and delivers bespoke programmes to meet your needs, and also delivers a number of programmes under licence for a number of other organisations.

Customer Experience

Bespoke programmes can be designed and delivered to meet your specific requirements, in addition to a number of Licensed courses from the Welcome to Excellence range.

The Welcome to Excellence series is a suite of high impact nationally available courses, covering a range of customer service topics. The training courses are all employer led and have kept pace with changing customer and business needs through regular updating.

The following Welcome to Excellence programmes are delivered under licence on behalf of the Regional Tourist Board Partnership Ltd:

Customer Service

  • Delivering Service Excellence*
  • Exceeding Visitor Expectations*
  • Lead, Motivate & Succeed
  • Welcoming All Customers
  • Welcome Host
  • Welcome Host Gold*
  • Welcoming International Customers
  • Welcome Host for Volunteers
  • Welcome Management

Sandra is also the Master Trainer for a number of the Welcome to Excellence programmes in the North East of England. This means that your own team can be trained to deliver these programmes internally to your organisation.

Welcome to Excellence is also now seen as the way forward by retail businesses, visitor attractions, transport providers, local authorities, universities and many other organisations for which quality customer service is critical.

*By completing a short written exam at the end of Welcome Host Gold, Exceeding Visitor Expectations or Delivering Service Excellence, this gives participants the opportunity to receive a City & Guilds national qualification in Level 2 Award in the Principles of Customer Service for Hospitality, Leisure, Travel and Tourism or Level 2 Award in Customer Service Delivery accordingly.

Additional Licenced programmes delivered include:

  • Inclusive Guest Safety Excellence

Delivered on behalf of maiden-voyage.com This course helps hotels and serviced apartment companies to deliver a truly inclusive guest safety experience.  A blend of hospitality excellence, DE&I and traveller safety, delegates learn about the challenges experienced by minority groups and how to provide a truly personalised service depending on the guests unique characteristics.

For more information on all of the Licensed programmes please go to the Links page.

Leadership & Management

The current focus for many organisations is to ensure that their teams are equipped to move through organisational change, or repositioning to enable the organisation to respond to the business demands and challenges being faced. Sandra has been working with organisations to assist in this process by designing and delivering bespoke programmes to meet their requirements, or to deliver Licenced material where required.

Sandra is also approved by CMI to facilitate Level 3 Award, Certificate & Diploma in First Line Management, Level 5 Award in Management & Leadership and Level 3 and 5 Award, Certificate and Diploma in Coaching & Mentoring. Approval is also held for ILM to facilitate and assess their accredited Level 3, 4 and 5 Award, Certificate and Diploma in Leadership and Management and Level 3 and 5 Award, Certificate and Diploma in Effective Coaching & Mentoring.

Programmes include:Leadership and Management

  • Action Learning
  • Building High Performing Teams
  • Change Management
  • Conflict Management
  • Developing People using Coaching Skills
  • Discipline & Grievance Handling
  • Effective Delegation
  • First Line Management Skills
  • Inspiring Teams
  • Introduction to Leadership
  • Lead, Motivate & Succeed*
  • Leadership Development
  • Managing Resources
  • Motivating Others
  • Performance Management
  • Recruitment & Selection Skills

*delivered under Licence as part of the Welcome to Excellence suite of programmes (see Customer Service and/or Links page).

Personal Effectiveness

Whether looking to improve or increase your effectiveness there are a number of opportunities available including:

Business group portrait

  • Action Learning
  • Assertiveness Skills
  • Coaching & Feedback Skills
  • Complaint Handling
  • Critical Thinking
  • Customer Experience
  • Dealing with Difficult Situations
  • Decision Making
  • Emotional Intelligence & People Styles
  • Group Training Certificate*
  • Managing Upwards
  • Practical Training Certificate*
  • Positive Communication
  • Presentation Skills
  • Problem Solving
  • Resilience & Trust Development
  • Time Management
  • Unconscious Bias
  • Working in a Team

* the Train the Trainer programmes are delivered under Licence on behalf of People 1st (formerly Stonebow). See Links page for more information.

Team Management Profile

The Margerison-McCann Team Management Profile is a unique management and team development tool that gives you more perspectives in individual performance, high energy team working and organisational culture.

Many organisations have a common need in todays’ demanding business environment.  A need for:

  • More resilient teams
  • Improved communication across the organisation
  • Higher employee engagement
  • A framework for managing and leading
  • Improved performance.

Regardless of the type of team you are working with, whether it’s well established, brand new or multisite by nature, the questions you face will be similar:

  • What does each person bring to the group?
  • Are the right people doing the right tasks and where are our gaps?
  • How can I maximise motivation and performance?
  • How can I ensure successful interactions with each person?

The Team Management Profile allows you to examine these issues, using two models in one application, it is ideal for leaders, managers and teams.

Margerison-McCann Team Management Wheel

What role do you prefer to play in a team?

Knowing where your preferences lie is critical to your personal development and gives you a greater understanding of how to lead and interact more effectively with your team.

Why do we feel motivated by some tasks and not others?

Your personal Profile shows how preferences are formed, how strong and stable they are and what this means for your job role and how you work with others.

On a Personal Level the Team Management Profile is perfectly placed to support:

  • Career development
  • Coaching & mentoring
  • Personal awareness.

From a Team Perspective, it is invaluable in:

  • Accelerating newly formed teams, whether virtual or same site operation
  • Conflict resolution
  • Establishing team priorities and focus.

So, if you want to extend your management and leadership strategies to motivate and energise others then this development tool is for you!

Case studies are available by request via the ‘Contact Us’ page.


® The Margerison-McCann Team Management Wheel is a registered trademark. Reproduced by kind permission of TMS Development International Ltd, 2017 www.tmsdi.com