Personal Development


A major high street Bank - Building business relationships


Over the past two years, the IT function of this Bank has been running a programme aimed at improving the service it provides to the other business units within the bank and as a result the role of Service Delivery Manager has changed. Cybèle has provided training for the Service Delivery Team that ensured they were comfortable with the new role and were working closely with other areas of the business.

Objectives As part of the development of the programme, Cybèle identified need to improve the relationship management skills of the Service Managers, to enable them to build strong working relationships with the other business units, team members and external suppliers.

•Three key areas were identified that needed development, and on which the delegates would be assessed at the end of the programme:

•Throughout the training reviews were held with colleagues to ensure that the training is applied to day-to-day situations


The team developed a modular training programme to address these requirements. The solution was developed around the needs of the team, incorporating the training into their workload over a number of weeks. This allowed staff to practice and refine the techniques learnt, while also ensuring that the department continued with its day-to-day work.

The modular approach was recommended for this training programme to allow delegates be become familiar with the course instructor and materials, and to feedback on successes, issues or problems. Topics covered included: understanding expectations, non-verbal communications, behaviour planning, and conflict strategies.

To ensure that they were familiar with the team’s business challenges, Cybele spent time shadowing nominated individuals prior to the training taking place. This experience of the situations faced, and the opportunity to understand their concerns helped enhance the learning experience through the delivery of relevant material.

The team used a number of techniques from Neuro Linguistic Programming (NLP) during the training to offer the delegates the opportunity to alter the way in which they perceive certain people or situations, and to change the way they approach them.

Tools, hints and tips were provided that delegates then had the opportunity to practice in a safe environment, prior to using them in ‘real life’. Therefore, the provision of appropriate case studies – relevant to the business issues delegates were likely to encounter – was vital to the success of the programme.


•The training has been followed up with a series of ongoing ‘away-days’ to keep knowledge levels up-to-date, as well as a further training session scheduled for other groups within the team

•Information gathered from the workshops has been fed back to the managers to allow any issues within the business to be addressed

•Proposals are in place for a further series of training sessions with other areas of the business with similar requirements

People Skills

Studies have shown that in a standard interview only about 10% of a potential employer’s impression of you is based on what you say, 20% is influenced by the tone of your voice whilst the remaining 70% is dependent on body language.

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