During my FTC at The Pensions Regulator 2022-24, in addition to my Train the Trainer programme, I was tasked with creating and delivering a three-level Coaching and Feedback and skills programme for several Teams.

In response, I devised and rolled out the Gold, Silver and Bronze level programme for staff at all levels, depending on responsibilities.

Gold – for all team members required to deliver coaching services | to prepare and deliver feedback | to seek out, accept and act on feedback

Silver – for all team members required to prepare and deliver feedback | to seek out, accept and act on feedback

Bronze – for all team members required to seek out, accept and act on feedback

Results and Behaviour: Management and trainer overview

“Since the training, there have been some really good examples! There are different dynamics, they are now more comfortable giving feedback as well as receiving it … they are talking about how feedback is changing in their team … definitely more talk about it and how and when we could give feedback, including where something positive happens … the training has helped to promote that … they enjoyed it, were really complimentary about it … you can see where it made a difference. Really positive about it.” Mike, Head of Team

“There has been a discernible difference in the way feedback is used. It has moved away from just being a process. There is more of a desire to receive the correct type of feedback now since the training. I think the training has reinforced that feedback is a positive thing and helps us all improve. Team members are engaged in this process and have had positive comments around the training and how it can be implemented.” Carol, Management Principal

“I enjoyed this and learned even from the approach that you adopted – the tiered ‘gold/silver/bronze’ approach… I think your experience really did come through and this is why it was shared more widely … I felt that we are on safer ground than we were previously before you arrived and delivered the training … Part of this success was bringing everyone on the journey … really embraced fully adopting a ‘coaching culture’… has elevated coaching to a frequent topic of conversation and one which we all now have a vested interest in! … I also feel confident from the specific T/T/T session on Coaching & Feedback, to now deliver this where required… change in behaviour here I would say; directly as a result of your influence!” John, Development Team

Learning and Reaction: Feedback Skills responses from the teams

Participants were asked to reflect on their perceptions pre and post course about:

• Their knowledge, skills and ability to prepare, deliver, seek out, receive and act on feedback – putting what they’d learned into practice
• Motivations and intentions around applying their new skills
• Thoughts on delivery, trainer and content

Coaching and Feedback Skills – Gold

“Very motivated as I can see the benefit application of the model can bring… The combination of theory followed by practice sessions I fond very effective and a great way to reinforce the learning… Very effective delivery by Philippa… [I will] Differentiate more effectively between training and coaching, and look to apply the new skills as and where possible.” DW

“I feel more confident after the practical session … This is a useful skill and will suit the people I line manage … A proactive and chatty group for the first session which made it very enjoyable… Coaching style will enable me to put back the responsibility to my direct line reports. They are so knowledgeable but lack confidence. Coaching will enable me to tickle out their own knowledge to build that confidence.” TO

“The training came at a timely moment where I was struggling with the number of daily queries I was getting from the team where I believe they had the skills to make their own decision rather than me telling them what to do! … I enjoyed the practical session where we practised coaching others. This has given me the confidence to put this into practice. The feedback from the exercise has also give me confidence that I know how to approach coaching and improve my technique… This training has given me the tools and techniques to coach the team, so they have the confidence to use their existing skills… Great pace and some useful tips, tricks and techniques presented that has given me the confidence to use in my day to day work… Breaking it up into two sessions was really helpful particularly during a busy working day… A really good pace and was able to give some alternative solutions to problems and how best to approach different scenarios when it comes to coaching others… Delivered exactly what I needed.” SH

Feedback skills – Silver

Perceptions: Before you began the session, how did you feel about your knowledge, skills and ability to seek out, receive and act on feedback?

I have not actively sought feedback within my role and will try to develop in that area. TT

This is always an awkward one to ask for feedback on yourself, however have been starting to do this in 121s with my direct reports and my own line manager SH

Perceptions: Before you began the session, how did you feel about your knowledge, skills and ability to deliver honest, respectful and helpful feedback?

I have managed a team of 5 people before, when I did start doing this I unaware of how my feedback could affect a person’s mood. I learnt after a few times on how to effectively give feedback but as stated in our workshop today you do need to know your person and what works for that person specifically. TT

Any extra tools and tips can only round and finesse the feedback given and open a conversation if receiving TO

Perceptions: How able do you now feel to put what you’ve learned about seeking out, receiving and acting on feedback into practice?

I feel more confident in being able to take negative feedback and turning it into something positive. ES

I now feel like I have a starting point which will hopefully start open conversations with colleagues. Ls

Perceptions: How able do you now feel to put what you’ve learned about delivering honest, respectful and helpful feedback into practice?

I would be able to provide feedback both negative and positive while being able to give a good understanding to the person receiving the feedback. ES

Motivations: How motivated will you be to use all these skills in your work?

Very motivated, as I believe it is a great part of developing your own skills and others around. Picking up on areas that you are doing well in and areas that need more work. CS

I put this into effect during my 1 to 1 straight after the workshop. RS

I will make this one of my highest priorities when I get back to my day to day job as this will be beneficial to check my own progress. AF

This is a really important area of the business. To help develop your staff by the giving and receiving of FB is essential to a happy and engaged team

Two of my main role responsibilities is to ensure the team produce and disseminate quality products and to support the development of my direct reports. Feedback will be key in support of this. I am also reasonably new to line management and this role and therefore feedback will be key in my own development. SH

What aspects of the training were most effective for you – or should be added, discarded or improved?

Explained very well and in detail. Giving examples of real life situations and how to apply them was very useful. ES

Very good workshop and good to listen to others raising the same issues that you face as well – Also helps us to question feedback more effectively. TT

Enjoyed the training session as it built upon courses and modules I have completed in the past. The format and group size was great, it helped to promote discussion amongst the group to learn from each other’s experiences. SH

The delivery of your session by your trainer?

Very well delivered, engaged with everyone very well. Made it very interactive and interesting. ES

Workshop was free flowing and allowed us to talk as a group and understand the subject matter. TT

I thought Pippa was really knowledgeable and really approachable allowing for everyone to feel comfortable. Thank you Pippa, very useful! LS

The learning outcomes of the course? [See aim and objectives]

I feel this is something that needs to be provided for continual development across the team CS

The outcome has I believe improved the way i will now look at the feedback I receive and how to seek it out better as well. TT

Intentions: What will you be doing differently as a result of this training programme as you apply your skills to your day to day practice?

I will take more time to digest things before responding back or providing feedback. CS

I will be taking on board feedback and using it to effectively change my working and develop my skills ES

I will implement the skills and techniques highlighted in the training in my feedback sessions. Honestly the training package was excellent and kinda activated memories of roles and skills that have been dormant for quite some time. PW

I’m feeling more comfortable in discussing feedback with my LA. RS

Will be seeking more feedback in future, before 1-2-1s so I can try and understand if I need to improve in areas. TT

I’ll be asking for regular feedback and keep a check point on things I could do to improve on and self-reflect on areas I’m not doing so well in. AF

I will be asking colleagues for feedback and will aim to have more of a structure in my 121 LS

I will listen to learn rather than to reply SH

I’ll be aiming to have a rough plan before I deliver any feedback and actively seek out feedback on myself to support my own development. I’ll be more conscious of my language … to help my direct reports to be more reflective on their performance. SH

Anything else on reflection?

It helped me to solidify what I already knew, but it also showed me where TPR stands on feedback and development … Philippa has done a great job keeping us engaged and presenting the values of feedback VR

Feedback Skills – Bronze

Perceptions: Before you began the session, how did you feel about your knowledge, skills and ability to seek out, receive and act on feedback?

This was a really good session which help put some context to seeking feedback. DH

I found this was a really good solid refresher (habits do slip!) posing the difficult qu’s that accompany feedback. KO

I find both giving and receiving negative feedback difficult so the discussion around the good aspects of negative feedback – i.e. the base of respect necessary and the capacity for growth and further understanding- helps with the anxiety I feel. ME

I recently had to give feedback to a manager and was extremely nervous about it, I think having had this workshop before that would have given me confidence in tackling that situation the right way. I think I always thought feedback was likely to bad or only listened to the perceive bad feedback so this workshop highlighted that I need to listen to all the feedback. LH

Your comments: How able do you now feel to put what you’ve learned into practice?

I think I would feel more confident in seeking feedback and even having a conversation about feedback that is provided to me in the future. DH

The Boost methodology will help with delivering feedback and I now know more about the essential reasons for providing and engaging with feedback. KL

I’ve got more confidence in how to go about it KH

I really liked the structure of Stop, continue and start so will definitely use this. Also to seek more feedback, I feel confident that I will now be able to achieve these things. LH

Your comments: How motivated will you be to use these skills in your work, and why?

I am very motivated to include this in my day to day work as I think through feedback you can improve your professional skills etc. DH

I have already popped a post it note in front of me with the BOOST acronym so that I can be aware when I give feedback that that is what I aspire to. But it will also remind me of the session generally when receiving feedback to not take things personally … and ensure I can start changing behaviour via thoughts and feelings. KO

I think it would really help me to start thinking more about how to use the skills in my day to day role. KH

It’s so good to receive feedback and to be able to act on it. LH

My performance can be improved be seeking out feedback so I will do so. PJ

Your comments on the content – What aspects of the training were most effective for you – or should be added, discarded or improved?

It was a very effective session which I learnt a lot from, it was pitched at the right level and was very interactive which was good. It was also good to hear from others in terms of what feedback they had received. DH

I thought that the session was very useful and well delivered. The Boost methodology was useful to learn about, as was the discussion regarding how messages are delivered

The part where people were asked to share good and bad experience they had on receiving feedback – It’s helped me to realise I’m not alone. The workshop is nicely structured and very well thought through. The handout is really helpful too. I wish I’d been told about the BOOST technique earlier on in my career. ZX

It was all pitched just right. Philippa, the size and participants of the group all made me feel comfortable to speak up when necessary. KR

It was well delivered, it invited discussion and I found it extremely useful LH

The BOOST acronym and Stop/Start/Continue are useful guides. The content was well-judged and focussed. PJ

How satisfied were you with the delivery of your session by your trainer?

Phillipa kept everyone engaged throughout the training session and made everyone feel comfortable in sharing their experiences. AM

Very clear, inclusive and insightful. KO

Very well delivered and kept everyone on the call very much engaged. KL

Allowed for plenty of time for discussion in the group and made sure to discuss each person’s point. ME

Phillipa was friendly polite and led the session well. I thought she listened to what we were saying and made reference to it later in the session which I appreciated. KH

Relaxed environment with no pressure to participate but given ample opportunity to engage if I wished. I felt comfortable talking to Philippa and the group. KR

Phillipa was brilliant. Really good at inviting discussion and making the session a safe space to share. LH

Knowledgeable and regularly invited contributions from the participants PJ

Intentions: What will you be doing differently as a result of this training programme as you apply your skills to your day to day practice?

Use of Stop, Start and Continue. AM

Seeking more feedback, so I can improve but also providing more feedback in a constructive, empathetic way. DH

Thinking of previous feedback and what I have done to use that positively. (have I shown in my work or behaviour any improvements – and if so is this noted?) Thinking about when I get future feedback and preparing myself to receive it and perhaps – prompting to get more feedback. Checking myself that I am not unconsciously biased to those whom I ask for feedback from – challenging myself to get wider feedback and perhaps from someone that I haven’t done so before. KO

Consider the Boost methodology when providing feedback and also taking time to really engage with the feedback I receive. KL

I will attempt to call out the successes of others more frequently in a method that allows them to use this feedback for evidence. ME

Use the BOOST technique. Take feedback away and mull over it instead of just react. XZ

I will try and seek feedback more regularly and consider my approach to providing feedback and the how this might be perceived by the recipient. JS

Apply the what can I stop, what can I start, what can I continue. KH

I will be more aware of how I give feedback and plan my delivery more than perhaps I would have before. KR

I will be seeking more feedback and will have a think about my mindset before I receive feedback to make sure I am going in calm and ready to be able to act on any feedback I receive. Thanks for the workshop this morning. It really made me think and I will definitely be implementing some of the ideas in to my daily working life. LH

Actively searching for opportunities to give and receive feedback PJ

Any further comments after reflecting on the course?

‘The course has helped me feel more comfortable asking for feedback as I feel like I can structure it and can ask for something specific, therefore getting something constructive out of it rather than asking for the sake of it.’ KH

‘I found the training very useful and think it would be beneficial to revisit every year or two as a reminder.’ KL

My intensely practical three day in-house in-person programme for Subject Matter Experts in any field, seeking to become trainers or to refresh their trainer knowledge

http://www.speakingwellinpublic.co.uk/trainers/train-the-trainer-3-day-programme/

Delegates were asked to consider how well course objectives were met, their responses to the trainer, most useful aspects of the programme and how they will be immediately applying their new knowledge, skills and mindsets back at the workplace.

“As I was a beginner, the level of the objectives met my needs. [Trainer] very good at engaging the attendees … a friendly and relaxed style that demonstrated in-depth and practical knowledge of the subject… [Most useful] the practical elements, to show me what good is and what can be done. The next course of training I write will include the process I have taken from this course.” Jason, Principal Surveyor, CAA

“[Objectives] fully achieved, glad that I have attended this course! [Trainer] extremely knowledgeable and delivery style helped us to stay focussed and interested for the whole time [Most useful] Day 3 – noting own errors and learning from others … [I will] update presentations, delivery style and timing” Vladimir, Senior Tech Advisor, CAAi

“I have learned so much during the last 3 days! I really enjoyed the final day, it was exciting. Philippa is very professional, excellent facilitating skills, her voice is very calming. Really good pace throughout the course… I will make use of all the knowledge … improve my training delivery, updating my training materials and ways of delivering” Alejandra, Planning and Delivery Lead, CAA

“Definitely the objectives were achieved. This is because many different training methods were used… [Trainer] High level of knowledge, and able to answer all sorts of questions … friendly / relaxed / honest / approachable … good to put all the theory into practice and also to experience all the other students’ presentations … the relaxed atmosphere was an important factor for me and it aided learning” Jon, Airworthiness Surveyor, CAA

“Thorough delivery and practical delivery knowledge. [Trainer] friendly, knowledgeable, relaxed… [Most useful part] practical, and listening to others … [Future use] building course material, much more planning and evaluation” Jo-Anne, Principal Surveyor, CAA

“V. Good … [I will] update training packs – more exercises, less words” AJ, Airworthiness Surveyor, CAA

“Really happy that we covered the whole process …Philippa is engaging and easy of manner. Great facilitation and got a lot of interaction going in the class … great takeaway from others’ presentations … [Will] use skills to be a better, more enabling trainer, breathe some life into extant ‘dry’ courses … Great cohort” Paul, Airworthiness Surveyor, CAA

“[Trainer] excellent knowledge of subject and delivery, varied the style …good control and management of course delegates … [most useful] listening to everyone’s own presentations, delivery and feedback … [I will] deliver more effectively, consider more before preparing training material” Caroline, Airworthiness Surveyor, CAA

“[Objectives] fully achieved, and extra … personal objective of achieving confidence was well addressed … [Trainer] great knowledge, good balance of authority and friendliness, pre course videos really useful … [most useful] understanding the ways to calm nerves and prepare yourself to deliver … will use calming techniques in professional and personal life … will use ADDIE if required to create” John, Assurance Specialist, CAA

“Achieved my course objectives … training delivery and materials was amazing … experienced trainer in subject, very good delivery style … [most useful] how to plan my presentation, improve my communication, breathing exercises, face to face chat experience … [I will use] in my main work when will need to present any subject … very beneficial exercises” Jeva, Chief Inspector, Transport Competence Agency of Lithuanian Republic

“I now understand the principles understanding the objectives … [Trainer] friendly, open and knowledgeable … [most useful] being able to present and have feedback … [I will] change the way I create presentations to make them more engaging and easier for the audience … I would have liked the course to be longer” Claire, Airworthiness Surveyor, CAA

I delivered my online Talking Speaking Power Hour, usually a 1-1 event, to a group as an action learning set.

“Thank you Philippa – I have to sing in public tomorrow … so that was very timely and very useful, as ever! … this session came at exactly the right time…. [Later] It was a great success! People really liked and we sold lots of copies of our record – so a great success. More importantly, I enjoyed it … I really tried to banish any negative thoughts and kept reminding myself that the audience wanted to trust me, and that helped me really focus and be present in my performance. It was very interesting as a process. And more importantly, I’d be happy to do it again. So thank you!” Tom, The Pensions Regulator

During my extended Train the Trainer contract at TPR, I was also asked to create and deliver a great range of additional training to upskill colleagues in the Customer Service, Development and Intelligence teams.

I frequently needed to research and learn about the topics myself, so found it a great opportunity for personal development.

Individual 1-1s, knowledge huddles, action learning sets and team building awaydays, in person and online – I’m proud of the fabulous feedback for my work:

Awayday 1: team event on MBTI

“Philippa Hammond recently delivered an MBTI training session for the whole of CST at our recent Away Day. She received glowing feedback from the team and the CST management team wanted to acknowledge the fantastic delivery from Philippa.”

“Thank you again for the brilliant session you facilitated, Philippa” Julie, Head of Customer Support

“You deserve that so much – you are brilliant.” Fiona, Lead Associate, Customer Support

Learning Needs Analysis

“Thank you for delivering an excellent and in-depth session … good to have open discussion points at each stage in the session, which helped to understand how we are placed within the greater world of TPR and our importance to what we deliver and contribute throughout … your input has been extremely valuable” Mia, Customer Support Development

Pension Scams Awareness

“A great support to the rest of the whistleblower-trained team members” Julie, Head of Customer Support

“Thank you for taking time out of your schedule to get this done so quickly. We are all delighted … training can be put to immediate use and effect at this challenging time” Fiona, Lead Associate, Customer Support

“I was really impressed with the delivery of the scams training today … That was a really good piece of training. Really engaging and interesting, very well delivered” James, Lead Administrator, Customer Support

“Thank you again for the excellent Pension Scams training yesterday … I will be much better prepared for the next instance of this type of call” Harrison, Lead Administrator, Customer Support

Neurodiversity Awareness

“Shout out Philippa Hammond for the excellent Neurodiversity knowledge huddle she recently delivered for CST – Very informative and well received!” Leigh, Lead Associate, Customer Support

Learner Agreement

[A new initiative to help learners new to the team to understand their responsibilities and the development process]

“This is extremely comprehensive and insightful” Julie, Head of Customer Support

“This is a great idea and overdue … Thanks for driving. It’s invaluable.’ Fiona, Lead Associate, Customer Support

Evaluation

“An excellent and informative session … exceptionally helpful … a confidence boost in knowing that what I have been driving to date with the model that I created for Knowledge Management, mirrors what we as a whole are using for Training … Philippa’s delivery and enthusiasm is excellent, clear and concise, which helps promote a good understanding of how these models fit into TPR, our TPR behaviours, KPI’s and key drivers to obtain Results.” Mia, Customer Support Development

Awayday 2: Team event on Personal Development [including CV-writing]

“Thanks again for yesterday Philippa, I really enjoyed the session, as did every member of the team I spoke to” Julie, Head of Customer Support

“A well presented and well thought out morning and a great use of my/our time. I really enjoyed it and felt that it was a great time to regroup as it was needed. Thank you for a very enjoyable and thought provoking morning” Fiona, Lead Associate, Customer Support

6/12 Month Review

A knowledge huddle to inform team members of responsibilities and processes around the mid and end of year review. Responses from team members include:

“As a newbie it helped me to understand how the review process is structured as all companies have slight differences in their process. Will know for future reviews what I am required to do” Alan

“The 6/12 month review process can seem overwhelming, and sometimes a complete mystery – so this session was really useful. Philippa presented everything we needed to know in an ordered structure, and broke down information in useful sections. I not only learnt quite a lot, but I feel much more confident in completing my 6/12 month review, and feel like I more fully understand what is expected of me. The importance of collating examples on a more frequent basis / That Meeting Expectations is the most achieved goal and a good result / The importance of consistency in performance” Tom

“It was very informative and it was well timed with the mid year review coming up. It highlighted information that was already readily available to us, but gave us the chance to discuss this further. It has helped me understand what I need to do in order to achieve a better overall performance review. It will also help me complete my mid year” Ella

“I felt I could ask a few questions and these were clarified … It helped me understand the procedure and the links provided were helpful” Rebecca

“I have had the extreme pleasure of managing and working alongside Philippa for over a year.

She was initially contracted to support and upskill our existing department trainers. However, it was quickly identified that she was able to exceed this initial requirement and deliver far more for our department. Throughout her contract she has taken on many varied tasks to help introduce more consistency and integrity to our team’s function.

I have been constantly pleased with her delivery and contribution to my team. She has upskilled our entire department and we continue to reap the benefits of her employment long after her contract ended.

Philippa introduced and delivered many training and upskilling sessions for our Customer Support Team as well as training for the Trainers.

Deliverables included: Introducing a Learning Agreement for Trainees, introducing QA ‘Golden Thread’ to our Training plans, created and delivered Coaching and Feedback sessions (Pitched from Entry Level to Senior Management), Scams Session, Peer Review, Presentation skills and Personal Brand training, Department Inductions – to name a few!

Feedback from those she has worked with or trained across the business has always been outstanding. Here are just a few samples of the feedback received:

– ‘Philippa’s delivery and enthusiasm is excellent, clear and concise, which helps promote a good understanding of how these models fit into TPR, our TPR behaviours, KPI’s and key drivers to obtain Results’

– ‘I just want to say thank you for all the training you have provided, I am finding it extremely useful and I am learning a lot about how I can change my approach to my thinking and doing in my role’

– ‘I was really impressed with the delivery of the training today. If I didn’t know Philippa hadn’t worked the CST phone lines, I wouldn’t have guessed from that training. I’m honestly always a bit sceptical of getting process information from anyone who doesn’t have first-hand knowledge of actually working our processes. That was a really good piece of training. Really engaging and interesting, very well delivered. Two thumbs up!’

– I was instantly captivated by Philippa’s ability to hold attention and deliver training in such a clear, concise and considered manner.

Philippa has been a true asset for our Customer Support Team and the business as a whole. My only sadness is I didn’t have a permanent role for her when her contract ended. She’s an excellent addition to any team seeking a consummate Training Professional and I would highly recommend and endorse her to any business.”

Leigh Crabtree, Service Delivery Manager, The Pensions Regulator

“I’d highly recommend Philippa. I recently completed three sessions with Philippa and I have benefited immensely.

Thankyou Philippa, I’m sure I’ll be reaching out soon for more sessions.”

Faye Aydin, Emmy Award-winning Hair and Makeup Artist/Designer

“I cannot recommend Philippa enough.

Having developed stage fright and a fear of presenting in public over the years I felt I needed to tackle my fear with a different perspective.

I have tried hypnotherapy which was great but felt like I needed to get up and face the fear head on.

I had a big presentation coming up in a job interview so we got to work straight away.

Philippa was empathetic and very understanding of my trauma, which made me feel very comfortable with her.

We worked on my mechanics which is what I feel I have been lacking all these years. We worked on vocals, physicality, confidence and so much more.

I went into my interview with confidence and poise. I got through it!

I still have to work on my fear but Philippa helped me in so many ways. I stepped into the room and tackled my fear.”

Katie Stoker, Freelance Creative Artworker