Supporting groups
Team-building
Developing individuals
Work-related coaching
Emotional Intelligence workshops
Introduction to Verbal Judo workshop
Clear thinking & writing
Writing up your documentor report
Evaluation & strategic planning assistance
Training your staff in
writing clear English
Team building
Outreach Network, Voluntary Action Oldham: Outreach workers from more than ten voluntary organisations met to get to know each other better and share their experiences. In small groups, mixing people new to their role with long-serving staff, they told stories of their best or most positive outreach experience, then used these as a basis for drawing up their own lists of 6 to 10 useful tips for a new worker in the “outreach” field. The highlight of the day was a series of five-minute presentations, prepared in half an hour with the brief of putting on something that “gives a flavour of outreach work”. Everyone participated, many hidden talents were discovered, and valuable points were put across in a highly entertaining way. As well as being a good networking opportunity and a chance to reflect on their own work and learn from others, the day helped establish the Network as a worthwhile and successful forum.
Comment: “It was a brilliant day yesterday, thank you for making it such fun!” ZH, Outreach Co-ordinator
Facilitation
Away day for trustees and senior staff: the Vegetarian Society, a
long-established national charity, invited me to facilitate a decision-making day for the Board. The desired outcome was consensus on future direction and activities. My approach encouraged everyone to put their ideas on the table and listen to each other before making decisions. This was achieved by first pooling ideas in mixed syndicate groups of five to six people. The next stage was to agree which ideas the group had “Enthusiasm for”, “Support for” or felt“Neutral towards”. We combined the results from each group and by the end of the day a clear list of ideas and activities was drawn up to form the basis of the next five-year Business Plan. The discussions were lively and enthusiastic, and there was a feeling of time well spent and collaborative achievement.
Comment: “Thanks a lot for the day, Helen – I have had lots of positive comments on how well you handled it.” TF, Chief Executive
Workplace mediation
In a voluntary organisation with about 20 employees, three staff members had been taken through the disciplinary procedure. The Trustees and Chief Executive recognised the need for outside help to heal the rifts and re-establish good working relationships. After individual meetings with five key players (including the three disciplined staff) to hear all sides of the story, I had follow-up phone conversations with each encouraging them to reflect on what they would be willing to do to rebuild relationships for the future. A round table meeting then emphasised common ground and enabled recognition that the difficult past events were now “water under the bridge”. We identified practical actions to support good relationships in the future, such as a new reporting structure. By the end of the day, there was better understanding of the different perspectives, and a willingness all round to implement changes and rebuild trust.
Comment: “I feel very different now about what happened, and it’s good to know we’re all committed to pulling together for the benefit of [the organisation] and our clients.” Member of staff
Mending meetings
Why do some meetings work and others don’t? Some are a pleasure to attend and leave you with a feeling of satisfaction and motivation, others seem to drain the energy of those present. Mending meetings is a special service, including attendance at a sample meeting, diagnosis, finding out what works, contact with individuals, and sitting down with those concerned to draw up a plan of action for improvement.
Work-related coaching
Client testimony from a telephone session: "I asked Helen to help me with a specific problem, about putting up posters, and she used the pattern breaker method. I found the exercise very practical and something that I could relate to. She asked me to work backwards step by step back from the problem and break it down into easy stages. She then helped me to imagine going through the stages in the future, and I started to feel excited about the idea of going out and doing it for real. Helen was very clear and grounded and helped me to stick to the point. Even though we were working over the phone, I had a sense of her calm and solid presence, this was very reassuring.”
Comment: “It made me feel very enthusiastic about coaching, and I would like more sessions.” Alexander Technique Teacher
Coaching for health
Client testimony from a face-to-face session: "My coaching session with Helen gave me a surprising boost – a sense of empowerment – and I felt free to talk and not be too focussed on outcomes. She controlled the session, asked probing questions, but also respected where I had less clarity. My issue was a poor sleep pattern that is hindering my life. Helen used prompts and gentle questions to guide me. She gave me a calm space to ‘explore’ and was an attentive listener. In just an hour, I gained much more clarity of what my sleep patterns are and that I can make changes to improve them.“
Comment: “I could not have got such clarity in such a short space of time on my own, and I feel I’m living with the effects of the session every day.” MP
Advocacy & crisis support
The reassurance of having a supporter at your side when facing a difficult or unfamiliar situation enables you to express what you really want to say, and to listen more clearly too. Your advocate can also speak up for you and give you confidence in facing disciplinary procedures, tribunals, medical appointments.
Counselling / psychotherapy
A stressful situation or traumatic event can bring disturbing emotions to the surface unexpectedly. At such times, a short course of counselling sessions with an experienced practitioner can help to put the current troubles in perspective and restore emotional balance. Helen has been in private practice since 1997 and has also worked for one of the UK Employee Assistance Programmes. The starting point is a free exploratory session.
Emotional Intelligence workshops
Organisations and businesses are increasingly recognising the importance of Emotional Intelligence (EQ as it is sometimes called). We don’t leave our emotions at home when we go out to work or to volunteer, and if we are not aware of them we can feel pressured, frustrated, fatigued or depressed. People who understand their own emotional reactions and are comfortable in their relationships suffer less stress and work more productively. The good news is that, just as someone who missed out on schooling can learn to read and write later in life, it is never too late to learn emotional literacy.
Comment: “I enjoyed the activities and learning about what emotional intelligence is.” Workshop participant, Wigan & Leigh CVS
Listening skills workshops
Some people are natural “good listeners” and the basic workshop includes a listening skills audit to help participants appreciate their current strengths and development needs. We look at factors which help or hinder good listening, and in pairs or threes practise techniques such as open-ended questions, active listening skills, and Conversation Cafe to encourage more effective communication.
Comment: “I like the handouts on active listening because they help me with most unpredicted situations.” Workshop participant
Assertiveness workshops
The basis of assertive behaviour is a well-grounded respect for ourselves and others, in contrast with aggressive, passive and manipulative approaches. We consider different styles, and use real examples from participants to identify what gets in the way of being assertive. Practical techniques and tips are introduced and participants are encouraged to experiment with new ways of responding to pressure to take back to the workplace. The course can be delivered to either mixed or single-sex groups.
Comment: “… good being able to listen to other people’s ways of dealing with things.” Workshop participant, One Parent Families
Negotiation skills workshops
This training introduces basic negotiation principles (including the Harvard “Getting to Yes” model), and shows how each negotiation can be broken down into six significant steps. Participants are encouraged to notice and reflect on how much they use negotiation already in their daily lives, whether in work or other settings. The workshop builds on experience and offers practical tools and approaches, and an opportunity to prepare a case and take part in a live situation.
Comment: “[the course] highlighted different aspects of negotiation process, making me think about my own practice more.” Workshop participant, Voluntary Action Kirklees
Conflict management workshops
These workshops are designed to enable participants to respond confidently and effectively to conflict and difficult situations. Using real examples, we define conflict and how to recognise it, and identify underlying causes of “difficult” behaviour. The course covers skills and techniques to use in difficult situations and helps participants to plan how to apply their understanding in work and life situations.
Comment: “I felt able to speak out, and comfortable giving personal views.” Workshop participant, Home Start Wythenshawe
Introduction to Verbal Judo workshop
This workshop is based on the book “Verbal Judo” by George J Thompson, which is widely used in America for training airline flight attendants, police officers and others. It gives a taste of some key skills which enable us to sidestep the aggressive or heated words of an angry or distressed person, and find ways of reaching through the communication barrier. Participants have the opportunity to try out different strategies in awkward situations, practising non-combative ways of responding to “difficult” people.
Comment: “Good pace – relaxed – informal and friendly – Helen explained things well.” Workshop participant
Clear English workshops
In this training the aim is to help participants appreciate the writing skills they already have. We identify the part writing plays in daily life, and try out some light-hearted and simple written tasks to show that it can be enjoyed rather than dreaded. Through this practical approach and group discussion, we cover issues such as using clear and simple language, thinking of the impact on the reader, and action planning for further development. Writing skills coaching for individuals at all levels is available as a follow-up, the ideal complement to the workshop.
Comment: “It was very good – we should have a revision course annually.” Workshop participant, North British Housing Association
Writing up your document or report
Rochdale Children’s Fund Plan for 2005 to 2008: In preparation, I sat down with the manager to clarify the remit and define the end product: a three-year plan for grant expenditure. The next step was to familiarise myself with the government guidelines and context, and research the content by reading background documents, minutes and quarterly reports. I produced an initial outline and sat down with the manager, transcribing her thoughts and responses. We then went through a two-way process as I submitted drafts section by section and she provided comments and further information. The final text of the Plan, in clear accessible English, was ready in good time for submission.
Comment: “I read this last night and I am delighted with it.” MW, Children’s Fund Manager
Evaluation & strategic planning assistance
Evaluation Report for Support Childminding Project, Early Years Department, Lancashire County Council: A successful project was developed in Lancashire to support new and inexperienced childminders. At the end of the time-limited government funding, the manager wanted a report that would both describe the project and evaluate its impact. I worked with project staff to devise appropriate questionnaires, attended key meetings, reviewed documentation, and carried out telephone interviews. The final 50-page report is written in clear approachable language and includes a history of the project, key recommendations, and a ten-point executive summary, illustrated with over a hundred quotes from childminders involved.
Comment: “It has been a great pleasure working with you, and very easy as you clicked on immediately about the Project. We know the report will be well received.” AT, Project Manager
Writing coach service
UK Inquiry into Mental Health and Well-Being in Later Life: A senior manager at Age Concern England contacted me for editorial advice about the independent Inquiry Board’s first report when it was at near-final draft stage. After reading it over, I gave the author two telephone coaching sessions, covering such topics as setting firm deadlines, sharpening up some of the wording, and introducing “navigation aids” to help the reader. As a result, I have now been appointed as official “Writing Coach” to the second report, due out in Summer 2007.
Comment: “Thanks again for your very useful feedback.” ML, Project Manager, MHILLI
Training your staff in writing clear English
Arawak Housing Association, Manchester: A need was identified for accessible information leaflets for tenants and members of the public. Rather than contracting out the writing work, the Chief Executive commissioned me to devise and deliver two workshops in “Writing Clear English” for staff at all levels, designed to equip them with the skills to produce their own leaflets.
Comment: “The day was very good, and the handouts useful.” Course participant
Editing existing documents to your specifications
Editing report for an Early Years department: A piece of commissioned research was carried out by someone inexperienced in report writing. The resulting report caused offence by including opinions as if they were facts and thus appearing unduly critical of the delivery of a particular service. Following a mediation meeting between the report’s author and the manager concerned, I reworded the report to clarify the distinction between feedback from consultees and the research conclusions and recommendations.
Comment: “As usual great piece of work, thanks for your time and effort.” Sure Start Manager
Producing summaries, resumés, digests
Wigan Sure Start Service Centre summary: The starting point was a 30- to 40-page departmental report explaining the complex new arrangements for Sure Start Service Centres across the borough. The senior manager wanted the main ideas and facts to be available for staff at all levels and for the general public. I summarised the material in a question-and-answer format of key topic headings with bullet points, produced in a simple A5 booklet.
Comment: “I think the document is wonderful – it flows and reads beautifully.” DW, Sure Start Strategic Manager