Case Study
NHS West Essex PCT

Background

In early 2009 we started to do some work for Gill Brabner, Head of Training, Provider Services with the NHS in West Essex.

The training and development work was a combination of high level one to one coaching and work with very small groups and larger groups in communication, presentation training and leadership development for the top level of management.

The training was extremely successful with very positive feedback was received from all concerned.

We were subsequently contacted by Jane Mackie, Head of Training and OD, Commissioning, to run two similar courses for the Executive team of the Commissioning Arm of the PCT in the hospital. We explored in detail their individual roles and the different professional challenges which each role presented, and  also the possible demands which could present themselves in the future with the many changes taking place within the NHS.  After much thought and discussion we then devised a course to suit their particular needs.

Our Approach

The trainees were highly motivated, experienced and dedicated professionals who were immensely good at their jobs and cared deeply about their role in making St. Margaret’s Hospital as valuable, efficient and successful as it is possible for it to be.

The challenge was to ensure that they could also be able do themselves total justice, whatever the occasion, in a wide range of demanding and sometimes stressful communication situations; with the public, with patients, with the media, at conferences, at meetings etc.

People frequently judge a speaker by the manner and style of his/her delivery and not by the message. The pressure of a speaking to a large public meeting for someone who is happier in a ward or a consulting room can mean that they are out of their comfort zone and this might well be reflected in their body language, vocal tone, use of language, and vocal delivery as well as by the way they prepare the information.

The training session was a very practical one, focusing on the physical, emotional and intellectual demands of speaking in public. The need to prepare was emphasised and the relevant exercises for posture, breathing, vocal tone and clarity and vitality of delivery were demonstrated and experienced; the aim being to get a balance between the style of the speaker and the substance of the speech.

The importance of a powerful and appropriate opening was discussed and practised, both to enhance the confidence of the speaker and to establish a strong rapport and bond with the audience.

The trainees were to deliver two separate presentations during the course of the day, one of a more informal nature introducing themselves and their role in the hospital. This was filmed and replayed and analysed for impact, style, content and effectiveness. The crucial importance of preparing for speech and not print was discussed and relevant techniques and strategies for preparation were demonstrated.

It is not always  easy to look at yourself on a screen, but the trainees were encouraged to think “she” and not “me” as they watched; in other words if  “I were to see that person speaking would I think she wants to be here, knows what she is talking about, believes in  what she is saying?” etc...The second presentation was to be as if to a more formal and demanding occasion...such as for a bigger audience of high status delegates. The remainder of the group were to role play questions at the end of the speech. The trainees were encouraged to build on and incorporate the skills and techniques which they had explored on the morning. These presentations were also replayed and analysed as before.

At the end of the session all the trainees got their own DVD plus a pack of Guidance Notes which covered most of the things which were likely to have been explored, including all the exercises, we would have done during the course of the day. A few days later each trainee was sent a set of personal feedback notes detailing all the individual comments which had been made to them specifically.

The Results

The two groups of trainees were immensely impressive and already communicated at a high standard of professionalism. They were highly motivated, energised and responsive; and had reached their present positions through a range of different routes. The training enabled them to celebrate their individuality and to build on their confidence and do full justice to their expertise, commitment and passion for the NHS. It was valuable to recognise that each trainee needed to find the style and approach which suited them, and not to feel they should try and make themselves what they were not. Essentially people listen to information because of the person who told them not because of the job title.

They realised that they were still communicating all the while they were in role, as they listened to questions as well as when they responded, and that their thoughts and body language could be eloquent, as well as their words.

They learned how to talk to and not at a large audience, how to make each person present feel that they were being spoken to individually, that a relationship was being created.

The value and use of Visual Aids were also examined, when to use them, how to use them, timing and content. Some of the trainees worked best with them, some without...which is just as it should be!

The two sessions were dynamic, interactive and very positive. The dedication and integrity of the trainees was memorable and powerful.

Quotes:

"Susan puts her heart & soul into the course - she has energy & enthusiasm in abundance.  I found her feedback to be targeted, insightful and helpful not just for presentations, but applicable to how I present myself generally.  The exercises & techniques she teaches are practical & easy to put into practise, but make a huge difference.  It was a very good day.
 
I mean every word - thanks for a great day." 
 
Jane Mackie Head of Training and OD, Commissioning

"Susan provided the opportunity to practise the tools of delivery which she shared with the group. Although, initially I was a little uncomfortable with the video and "role play", the relaxed and supportive environment created by Susan, enabled me to really test out the learning- which certainly provided me with huge benefits. The video replay was a real help in identifying where improvements could be made.
 
Soon after the training session, I presented at a regional conference and endeavoured to apply the learning. Feedback from the conference facilitators is as follow which I am delighted with!
 
Excellent speaker. Energetic delivery. Very clear and informative. Kept to the point. Added humour"
 
Jenny Minihane Director of Nursing