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CASE STUDY
- PROPERTY
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| Phone Training - Time Management
Training |
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TimePower®
for European Executives
Business Challenge
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As a global player in the fast moving
property development and real estate market, Cushman & Wakefield
Healey & Baker's management staff were under pressure to deliver
investment, planning and re-location advice to clients. An efficient,
reliable service was vital. The company recognised that in order to
remain competitive in the property market it had to persuade its managers
to make better use of their time, and to plan their working days more
effectively. But training director Iain Holliday recognised that staff
were reluctant to leave their desks to attend training sessions, especially
those who deliver billable hours to clients, or those with operational
responsibilities managing retail outlets.
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‘Our people are located in many locations,
some in offices, some in shopping centre, some in clients' business
premises. They are naturally reluctant to leave their place of work
for training days, even when they have to study for professional examinations,
as our surveyors do,' he says. ‘When we heard that 3C Associates delivers
time management courses by phone training, we decided to use its
services.'
3C
Associates approach
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Phone Delivered Training™ from 3C Associates
met many of the staff's objections to traditional face-to-face training.
Staff did not have to leave their desks to attend training sessions,
even those working in offices across Europe, simply dialling in to the virtual conference room to take part in phone training conference calls. 3C devised a series of tailored
TimePower® courses, the world's leading time management programme,
to be delivered by an experienced trainer, through two hour phone training sessions. The sessions covered prioritising, goal setting,
delegation, procrastination, the handling of interruptions and learning
to distinguish between important and urgent tasks.
The
results
Delegate
experience
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A range of marketing, investment, security
and operational delegates began each phone training session by describing their best
and worst days. They explained that they would all like to achieve
more every day, but they were continually distracted by phone calls
from customers, emails, interruptions from colleagues and urgent requests
from senior management.
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Using a workbook, 3C's experienced TimePower
trainer led the groups through several ways for setting individual
tasks and priorities. ‘I have learned that I need to have a tougher
conversation with my colleagues up front, so that I no longer have
to accept other people's priorities without question,' said one security
manager. Delegates explored how to deal with another common frustration,
a tendency to overestimate what can be achieved in a day, and to underestimate
what can be achieved in a week.
The
organisation's experience
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‘Our delegates learnt an impressive
amount in a demanding two hour phone training session without leaving their desks.
They are now making better use of the working day, which is helping
to turn us into a more efficient organisation,' says training director
Holliday. He particularly liked the fact that he could run pan-European phone
training sessions, a task that usually involves flights, hotel rooms
and one or two days out of the office.
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Several management challenges emerged
during the group sessions, which training director Holliday was able
to review with senior management by listening to recording of the
phone training session. In one session, delegates learnt of a workflow challenge
in the accounts department, and proposed a new and more efficient
way of working.
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As a result of the three phone training sessions
delivered by 3C, Cushman & Wakefield Healey & Baker decided
that two executives should themselves become accredited 3C PhoneTrainers.
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