Client Case Study
Relatus has previously worked with Northrop in one off training interventions. To succeed in embedding the behaviours and enable long term skill development we recommended a blended approach.
“More than ever the ability to connect with people and build relationships will be vital to success particularly in our industry as consultants. As more engineering tasks become automated and commodities, the consultants who can communicate, connect, empathises etc will come to the fore. We need to build this into our business.”
Stephen Maher, Principal Northrop
Relatus was delighted to have the opportunity to work with Northrop again to develop the Client Relationship team by focusing on strengthening soft, social and emotional skills.
Participants included Engineers that;
Represent all disciplines
Juggle multiple priorities
Customisation interviews with key stakeholders & actionable KPI’s measured
Content curated based on training needs analysis
4x4-hour face-to-face workshops, across 4 months, facilitated by a subject matter expert
7 module interactive mobile micro learning app
1:1 Emotional Intelligence (EI) Feedback coaching call & Individual Leadership Report
Access to templates, articles, video’s etc.
Three programs of 14 people each were delivered.
Start dates were staggered from July and all three groups wrapped up with a celebration event to receive Certificates and Prizes in December 2018.
Deployment was based on integrating into the Northrop Operating Rhythm.
Tracking engagement, actions completed, comment in real time.
Julia’s expertise and additional advisory by attending Client Hospitality events to observe and coach just in time.
Embedded into existing Customer Relationship Management (CRM) Software to improve usage.
Integrated touch point plans (from 4th workshop) with Stakeholder Engagement Plans co-created with Northrop.
Across the three groups, the average attendance over the face-to-face workshops was 87% and the average engagement rate on the App was 71%. We believe this shows an acceptance of the learning strategy and outperforms industry norms for this type of approach.
Reaction to the Learning strategy in order of participant preference;
The Face to Face Workshop (35.3%)
The Micro Learning App (17.6%)
Opportunity to Practice in the Real World (17.6%)
Emotional Intelligence Report and Feedback Session (17.6%)
Program Materials (11.8%)
Relatus presented Northrop with a detailed RNP final report. We included an appendix with every response to every question on the app.
In summary the program;
Increased confidence levels
Improved the quality of communication
Resulted in new business opportunities (15% growth)
Better value from client events
Improved brand presence
The project met the ROI metrics:
Overall participants are better leaders, communicators, influencers and most importantly to feel comfortable and confident to be themselves when representing themselves and Northrop in all opportunities.
Participant feedback about learning impacts;
“I am much more comfortable embracing the human side of networking”
“The program has actually had quite a significant impact to myself and my role as a group manager”
“I have gone the next level, “focused”, strategic, improved leadership”
“More confidence, self-belief and self-awareness, able to do my role successfully”
Todd Halliday, Sydney Regional Manager:
A management summary from Stephen Maher, Principal of Northrop
“The Relatus course allowed people to learn, have a go, come back and talk about it, and try again. This allowed for maximum engagement of our people, and best enabled them to take responsibility for changing and improving their habits with respect to connecting with people.”
Principal Structural Engineer:
“Overall our team have learned that a lot of this (networking, EQ, communication) is learned behaviour and developing good habits as much as natural flair. It was a revelation to our team that each person can develop their own style to suit them. This was a major breakthrough for us.
Our client relationship team are now more aware of their networks and how they can leverage them from a business perspective (winning work and delivering work).
The blended learning over a longer period helped us to keep the major takeaways alive and reinforce them until they become part of our daily habits.”
THE RIPPLE EFFECT
We work with teams of all types, intact; leaders, sales/ service, marketing and ad hoc; graduates, future leaders and project teams.
By working together we gain a deep understanding of all your market opportunities and bring them together to form one relationship strategy which is underpinned by building your teams human relationship capability.
We guide individuals to leverage their networks and work better in this ever changing competitive environment.
INVEST IN RELATIONAL COMPETENCIES
According to the latest Deloitte Insights Paper - The path to prosperity: Why the future of work is human published in 2019, "today’s jobs require us to use our heads, rather than our hands, this binary classification is hiding something important – the work of the heart.
These are the skills that are embedded in both the work of the hands and the work of the head. What do we mean by work of the heart? It is the interpersonal and creative roles that will be hardest of all to mechanise. And that trend has decades to run:
• 86 percent of the jobs created between now and in 2030 will be knowledge worker jobs.
• By 2030, one quarter of Australia’s workforce will be professionals. Most of these will be in business services, health, education or engineering.
• Two-thirds of jobs will be soft-skill intensive by 2030. These trends in job markets aren’t alarming, they’re liberating.
The boring, repetitive work will be done by robots, leaving the more challenging and interesting work for humans.
These new trends are happening so fast they’re catching workers, businesses and governments by surprise.
At the start of this decade, the typical worker lacked 1.2 of the critical skills needed by employers seeking to fill a given position. Today, the average worker is missing around 2 of the 18 critical skills that are advertised for a job. And the gap is still growing, with far-and-away the bulk of those ‘missing skills’, those of the heart"
At Relatus, we work with you to develop your human advantage. We refine skills and align strategies so you foster relationships in a way that works for you, long term!