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Find out how Laughology has used the science of happy organisations to improve performance at public and private sectors throughout the UK

Severn Trent Water

BNP Paribas logo

SEVERN TRENT WATER

As part of its ongoing commitment to developservices, Severn Trent Water undertook a customer service department restructure to enhance customer experience. 

The challenge:

A newly-formed customer services management team within Severn Trent Water comprised leaders with a range of experience in different areas of the utility. They all shared the same goals; to increase net promotor scores and customer satisfaction whilst effectively managing the large teams under their charge.

As a new team, cohesion and alignment were key factors in realising these objectives, as were leadership skills, resilience and big-picture thinking.

The solution:

Laughology devised a series of bespoke, immersive sessions with managers which helped them gain a greater understanding of resilience and increased emotional capital and engagement throughout the team.  Our management and leadership modules were combined with individual coaching session to accelerate learning.

The sessions encouraged fresh thinking and interaction. Participants built bonds and developed a wider understanding of various roles and how they affect customer experience. Working together, they developed the core skills needed to effectively lead their teams and so enhance the company’s customer service proposition.

Laughology then worked with the team to develop an interactive show-case event during which they presented their vision to the wider workforce.  Using the skills they had acquired during the process the managers developed new lines of communication and encouraged feedback from all areas of the business which was used to develop further strategy. 

The results:

As a result of Laughology’s programme participants were able to deliver a new programme to the rest of the customer service department.

Severn Trent Water’s net promoting scores improved. The process contributed to customer satisfaction levels of 4.36 out of five, engagement levels increased as did positive relationships with management.  

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  • Created on .

NatWest

BNP Paribas logo

NatWest

When you are one of the nation’s biggest banks employing some of the world’s best talent, you need to look at training and development in a fresh and innovative way. Which is why Nat West chose Laughology as a partner.

The challenge:

Nat West employs some of the most high-achieving individuals in the global banking sector. The company is serious about training and retaining its star players.

Its career development programme is one of the best in the business and it wanted to keep it fresh with new, relevant, effective and inventive elements.

The solution:

Nat West invited several training and development companies to tender for the opportunity to enhance its already successful internal training and talent retention programme. The bank was specifically looking for a partner to deliver confidence-building and motivation techniques in an effective and unique way.

We devised a bespoke programme of sessions designed to build participants’ emotional intelligence, using humour as a leadership mind-set.

We recognise that people learn more effectively in an emotive state. They are more likely to retain information, remember it and recall it if the learning experience is positive.

This theory is backed by rigorous scientific evidence and we used this knowledge in the programme we developed. We employed techniques of stand-up comedy and improvisation to engage participants and help them enhance confidence and presentation skills. The programme was delivered in a series of sessions over a two-year period.

 

The results:

There was a higher rate of promotion within the group which undertook the training, along with a higher rate of staff who made lateral movements within the organisation, rather than leave it.

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    We devised a bespoke programme of sessions designed to build participants’ emotional intelligence, using humour as a leadership mind-set.

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HSBC

BNP Paribas logo

HSBC

HSBC wanted and complement its highly successful training and development programme with an engaging, science-based module addressing the subject of unconscious bias.

The challenge:

HSBC’s Balance programme helped promote awareness and understanding of the benefits of balanced workplaces.

The bank wanted to make participation within this programme as diverse as possible and required a series of entertaining and informative keynote talks to attract participants and stimulate conversations around the subject of unconscious bias.

The solution:

At Laughology, we make the complex simple and fun. Our unique delivery style ensures maximum attention, engagement and retention. Which is why HSBC chose us as the perfect partner to complement and enhance their global diversity programme.

Initially, we consulted with the lead team in the programme and analysed existing provision to gain understandingof where leaders and participants felt there were gaps.
Armed with this data we developed a series of bespoke, sector-specific sessions which concentrated on the psychology and neuro-science of unconscious bias. The sessions drew heavily on current scientific research. The aim was to create deeper awareness of the social and behavioural reasons behind the causes of bias.

A series of six sessions were delivered at HSBC’s London headquarters and after each, evaluation and feedback was used to enhance subsequent sessions. Each was delivered in an enjoyable format with tangible deliverables and quick wins, such as strategies for thinking differently and recognising situations where bias could affect decisions.

The results:

Nearly 90 percent of attendees reported the experience as very good or excellent with 87 percent reporting that the subject matter was well evidenced and relevant to their work. This created an increase in reported general conversations about bias and its effects.

After the second event the reports were so positive the bank decided to live webcast subsequent presentations so anyone within the organisation could participate and benefit.


More Laughology Case Studies

  • Nat West

    Case study

    We devised a bespoke programme of sessions designed to build participants’ emotional intelligence, using humour as a leadership mind-set.

    Read more

  • HSBC

    HSBC Case Study

    HSBC wanted Laughology to complement its highly successful training and development programme with an engaging, science-based module addressing the subject of unconscious bias.

    Read more

  • BNP Paribas

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    Laughology worked with BNP Paribas to develop a programme which taught the art of effective communication to participants on the bank’s fast-track management scheme

    Read more

  • Severn Trent Water

    Severn Trent Water

    Laughology devised a series of bespoke, immersive sessions with managers which helped them gain a greater understanding of resilience and increased emotional capital and engagement throughout the team.

    Read more

  • O2

    O2 Case Study

    Telecoms provider O2 wanted to create a leadership-led culture where people could have ‘great conversations that matter, making every day better through personal experiences that count’.

    Read more

  • Trafford

    Trafford Case Study

    Laughology was engaged at a time when the Trust was undergoing a transformation process and was attempting to save costs to invest more in its core mission.

    Read more

  • Fujitsu

    Fujitsu Case Study

    International tech firm Fujitsu runs a two-year graduate programme designed to develop skills for work and future leaders. The cohort from this programme is drawn from all over Europe.

    Read more

  • NWG Innovation Festival

    NWG Innovation Festival Case Study

    The Northumbrian Water Group Innovation Festival is unique, pioneering a five-day event focused on championing new ways of thinking to address real-world problems. Attendees work on sprints, or short practical sessions, to develop hacks and solutions to a range of challenges.

    Read more

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  • Created on .

BNP Paribas

BNP Paribas logo

BNP PARIBAS

BNP Paribas operates a highly successful talent management programme which identifies and develops high-achievers within the bank. Laughology partnered with BNP Paribas to deliver a dedicated communication training element within this programme.

The challenge:

International bank BNP Paribas understands the importance of growing talent internally. Its talent management programme identifies and nurtures potential leaders and managers of the future.

The programme focusses on the technical and professional skills high-achieving employees need to succeed. To complement these, the bank was keen to give its stars of the future expert training in a range of other diverse areas, including communication.

The solution:

Laughology worked with BNP Paribas to develop a programme which taught the art of effective communication to participants on the bank’s fast-track management scheme. The target audience was already operating at a high level and the bank required something more than the standard one-size-fits-all comms course. Which is why it chose to engage us.

Using our in-depth knowledge of psychology and neuro-science, we developed a two-day programme delivered at a conference in Paris which specifically addressed the nuances of leadership communication. Within the entertaining and engaging sessions we dealt with subjects such as creative presentation, bringing messages to life and engaging audiences. We also looked at transactional analysis, using humour to convey a message and communication styles.

During the sessions we analysed the communication habits of the participants and gave them tools to help them improve. We looked at using humour and improvisation, different styles of language and how to emphasise personal brand. The sessions culminated with individual presentations to a wider audience in which participants used the skills they had learned to communicate specific messages.

More Laughology Case Studies

  • Nat West

    Case study

    We devised a bespoke programme of sessions designed to build participants’ emotional intelligence, using humour as a leadership mind-set.

    Read more

  • HSBC

    HSBC Case Study

    HSBC wanted Laughology to complement its highly successful training and development programme with an engaging, science-based module addressing the subject of unconscious bias.

    Read more

  • BNP Paribas

    BNP Paribas Case Study

    Laughology worked with BNP Paribas to develop a programme which taught the art of effective communication to participants on the bank’s fast-track management scheme

    Read more

  • Severn Trent Water

    Severn Trent Water

    Laughology devised a series of bespoke, immersive sessions with managers which helped them gain a greater understanding of resilience and increased emotional capital and engagement throughout the team.

    Read more

  • O2

    O2 Case Study

    Telecoms provider O2 wanted to create a leadership-led culture where people could have ‘great conversations that matter, making every day better through personal experiences that count’.

    Read more

  • Trafford

    Trafford Case Study

    Laughology was engaged at a time when the Trust was undergoing a transformation process and was attempting to save costs to invest more in its core mission.

    Read more

  • Fujitsu

    Fujitsu Case Study

    International tech firm Fujitsu runs a two-year graduate programme designed to develop skills for work and future leaders. The cohort from this programme is drawn from all over Europe.

    Read more

  • NWG Innovation Festival

    NWG Innovation Festival Case Study

    The Northumbrian Water Group Innovation Festival is unique, pioneering a five-day event focused on championing new ways of thinking to address real-world problems. Attendees work on sprints, or short practical sessions, to develop hacks and solutions to a range of challenges.

    Read more

Continue reading

  • Created on .

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