Borders College Business Development Unit – Staff Training

Constructive Conversations Training

Background

The Centre for Business Development works with employers to find business solutions and staff development opportunities throughout the United Kingdom. It is the commercial arm of Borders College.

Purpose

Like many public sector organisations, Borders College needs to give more focus on increasing their income generating lines. Although well established as the commercial arm of the College, the management team of the Business Development Unit recognised the need to upskill staff to be much more proactive with their approach to sales.

Method

A bespoke training programme was developed for the BDU Team called Constructive Conversations. We aligned this with the WorldHost training that the team had previously completed.

As the team carry out a variety of jobs within their respective roles, sales being just one; as a result, they do not consider themselves as ‘salespeople’. The training content upskilled staff in making each conversation constructive, with an end objective insight.

Impact

The day after the training, team members who had previously been resistant to making calls were actively calling their contacts. The participants’ feedback was hugely positive, especially on the price presentation section of the course.

Quote

“Borders College recognises the importance of excellent customer service to our internal and external customers and work to a set of Customer Service standards. Having already undertaken WorldHost (the principles of customer service) training our Business Skills Advisors recognised the importance of revisiting these standards to ensure our service delivery met customer expectations. Working closely with Emily from McGowan Marketing provided us with the opportunity to develop a course that re-iterated the importance of courtesy, friendliness, active listening and communication skills. The ‘Constructive Conversations’ day course allowed our Business Skills Advisors the opportunity to review their current practice and develop new ideas to ensure our customer service standards are being met at all times. Emily provides effective facilitation and developed relevant and thought-provoking materials to work with throughout the duration of the course.”

Susan Rennie, Business Skills Manager