“I would 100% recommend the course to others.” Front Door Team Training with Expert Citizens Insight Academy and Stoke Council

Howdy everybody,

As you are all aware, I recently created and delivered a brand-new course to a brand-new team at Stoke-on-Trent City Council.  I recently wrote a short article on LinkedIn about the two days that I spent with the assembled learners and what an amazing two days it was.  Well, here is the collated feedback, courtesy of the Insight Academy.  I think you can see that the new Front Door Team really enjoyed their time, learning new skills with me. 

I created the entire thing from scratch, which included a new board game that was specific to the people attending the training – yes, it even had their names on it, talk about taking ownership! 

I was blown away by their enthusiasm, commitment and their self-deprecating humour.  We laughed, we learned, we discussed, we assessed and we reflected.  The new films went down an absolute storm.  A new legend was born in the character of the ever so delusional and rather repellent; Sasha Montpellier. 

My actors pulled it out of the bag, yet again and it was nice to see the character of Monica, finally enjoying her job, even if she didn’t understand a word of it! 

On with the feedback!

What did you learn?

“A clearer rationale as to why the front door service has been introduced and the benefits for clients. I have been able to gain a better understanding around team dynamics.”

“I learnt about connection & meaningful conversation.”

“I have learnt how to paraphrase & summarise and feel more confident doing this.”

“Lots learned from training.”

“Not to ask direct questions, ask questions in such a way to ensure maximum information is gained.”

“I learnt that motivational interviewing will provide you with better responses from your service users. That will likely build a better rapport and enable us to provide the right / best suited advice.”

“Yes, learned that motivational speaking interview is very positive.”

“Techniques of motivational interviewing, the differences between sustain, change and resistance when a situation arises.”

“New ways to talk to people to get the most out of the conversation.”

“The different approaches to enable open conversations + adapting to the customer.”

“I found the training extremely informative and it has helped me to think about how I can communicate differently.”

“Further models of reflection whilst on telephone, reamplified, empowerment, with WWW, VPR.”

“Great training and learned more about myself and how I work. Really enjoyed learning about interview skills.”

“I learned that being people centred and using "good" questioning techniques enables you to understand how we can support people, empower people and care for people better.”

“Reflection techniques / motivational interviewing, Karpman drama triangle.”

“How to improve my ability to gain the relevant info by using strategies, MI techs, listening, reflective.”

How will the training aid you in doing your job?

“It will make the team more aware of how we interact with clients, representatives and other professionals and the importance of ensuring good conversations.”

“The training will help me to reflect the content & re-address this with the individual - Thus effectively having taken information.”

“It will make me more aware of the conversations that I have with individuals and my responses.”

“It has given me the confidence, reassurance and knowledge to do my job / new role to the best of my ability. may need more though.”

“Take the time to listen and summarise what has been said.”

“It will give me the confidence to use the skills in motivational interviewing in my job whether this be on the phone or face to face.”

“Be able to put into practice with customers and able answer and ask questions better.”

“It will shape how I respond to adults when asking opening questions.”

“It will make me think of the questions I ask when talking to the adults I meet.”

“It will definitely change my team & languages when speaking to adults.”

“It will help me to think about how I can put it into practice to support adults in the city.”

“I will utilise WWW will never ask WHY!!!”

“Reflect on how I conduct my assessments and ask questions. This should improve skills in difficult situations with unhappy clients.”

“I will use the questioning techniques and listening skills shared to enable me to be more efficient on the telephone.”

Would you recommend this training to others?

“Yes - it has been really enjoyable and interactive.”

“Yes - Wonderful training session.”

“Steven’s training sessions are always interesting and engaging! I never get bored.”

“Yes, everyone needs to do it. Makes training enjoyable and the interaction / films help you learn easier, more than someone reading a power point slide.”

“Most definitely, Steven makes the training entertaining and enjoyable.”

“I would recommend this training session as I feel this would benefit all workers in adult social care no matter what team they are on as we all have contact with the residents of Stoke in some form.”

“Yes, think it very good and other colleagues on team will benefit from this knowledge.”

“Yes, it was fun and gets everyone involved.”

“I would 100% recommend the course to others.”

“Yes, I feel this is a huge benefit and explains why you should change the way you engage and encourage the customer to engage.”

“I would definitely recommend the training. It is really informative and fun which helps you to understand. Steven is a fantastic trainer and think the training should be given to the locality teams and the enablement team.”

“I will inform the team who will be attending that this was very engaging, knowledgeable and informative.”

“Absolutely! Great as team building, I didn’t really know many of the group but feel I do now. This will improve working relationships.”

“I would even if It is not the front door team. There is lots of good information & techniques to share.”

“Yes – informative.”

“Always / Defo.”

Other comments:

“Goes too quick, thanks a million.”

“Very engaging, enjoyed the game - team bonding.”

“I thought training was great fun and very honest and open. Trainer very informative really good at art x”

“I enjoyed the interacting with other colleagues the group work and the videos.”

“I liked the pace & content of the training - loved it.”

“I think Steven is an excellent trainer who is very knowledgeable, fun and makes the training exciting.”

“No. it was ace, I loved the game and how personable the training is.”

“Keep coming back with your great training to Stoke :).”

“I have loved the training! Once again Steven has been vibrant, funny and engaging. It has helped bring the team even closer together.”