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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

  • Geographically spread

  • Project focussed

  • Juggle multiple priorities

Program Structure:

  • 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;

  1. The Face to Face Workshop (35.3%)

  2. The Micro Learning App (17.6%)

  3. Opportunity to Practice in the Real World (17.6%)

  4. Emotional Intelligence Report and Feedback Session (17.6%)

  5. 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:

Management Summary 

“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.”

Stephen Maher

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.”

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