Heather Hughes

My experience was largely gained from working for British Gas and the AA.  I spent 15 years in different training roles including a National Operational role and 10 years as a Senior Manager which included managing a 450 seat call centre.

What has been your most rewarding training experience?

Running a Performance Management course for a group of very cynical senior managers.  It was very challenging and hard work but there was a definite change of attitude and glimmer of hope at the end of it.

Any bizarre or amusing training stories?

I was given directions to a training venue by a client, I arrived bright and early to set up the room and get everything ready but nobody turned up!  They’d sent me the wrong directions and the training was taking place 30 miles away.  To say I was stressed is an understatement, but the course went well and I can laugh about it now.

What made you want to become a trainer?

I love the interaction with people and even after over 20 years in the business I still believe that training  really can make a difference.  The feeling when you know that a group have enjoyed the course and have benefited from it really doesn’t get any better.

What would you be if not a trainer?

I’d be working with animals, not as a vet but in a rescue centre.  I have two dogs and two goldfish but would have a whole farmyard of animals if I didn’t work.

Which four words describe your training style?

Fun, professional, interactive and pacey.

Feedback you’d most like to get from a delegate following your course?

It was very rewarding and has given me something really useful that I can use to improve and change the way I do things for the better.

Feedback you’d probably get from delegates following one of your courses?

I didn’t really know what to expect but it was enjoyable and I got something out of it.

Any words of advice for a delegate about to go on one of your courses?

Keep an open mind, remember you get out of it what you put in.  Don’t think of it as something you have to do, training is there to help not to punish.

What’s the most fun you’ve ever had while on a training course?

I used to run a residential training course for service engineers, training them how to sell.  These guys were really difficult to turn on to selling but in the evenings the piano would come out and everyone would have a good sing song over a few drinks in the bar, that was 10 years ago but I still bump into some of them and we reflect on the fun we had.

What’s the most important ingredient in order for a course to be successful?

Having people who want to be there and are prepared to open their minds.