Cruising is back with Hays Travel!
Learning & Development
with the UK’s largest independent travel agent
Learning & Development Team
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Our purpose is to deliver and embed Hays Travel’s vision and values by inspiring and motivating our people Leaders at Hays Travel are committed to the continuous development of colleagues from the beginning of their personal journey, creating a culture of progression to support the future talent of the business. Sessions are delivered by our knowledgeable, enthusiastic, and award-winning Learning & Development team, who care about you and how you progress in your role. Learning & Development coaches deliver fun and friendly training in a safe and inclusive environment that allows participants to unlock their potential.
Our expert coaching and support team will ensure that your learning and development continues throughout your career.
IT’S NOT JUST TRAINING, IT’S AN EXPERIENCE!
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Welcome from Dame Irene Hays
When our team won the Investors in People award for Learning and Development over PwC and the National Bank of Bahrain, I was proud and thrilled, but not surprised. I know the work our team do to lead, enable, and support the learning and development of colleagues across Hays Travel, and it was gratifying to know that the Investors in People judges recognised it too. Our Learning and Development team has since received many awards and accolades for its work with our apprentices, staff in retail branches around
the UK, members of our Homeworker and Independence Group divisions, and our senior leadership team - we celebrate them all. Of course, success does not stand still and neither do our Learning and Development team. They seek constant opportunities to equip colleagues through bespoke training, designed in response to industry changes and the requirements of our business. Hays Travel has a long history and reputation for investing in its people and enabling them to reach their potential – we
are fortunate to have such a skilled and adaptable team to lead this important work, which is designed to enable us all to deliver our best work, and to reach our potential. I hope that you engage with the contents of this document, which sets outs the opportunities available to you and I wish you
well on your own journey of learning and development.
Dame Irene Hays Director
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Hays Travel Learning Hays Travel Learning is our learner management system, integrated with People XD (Core HR). You will find mandatory and optional courses which are designed to equip you with essential information you require, such as:
• Health & Safety • Safeguarding & Prevent • Workplace Skills • Mental Health & Wellbeing • Longhaul Always On *List not exhaustive and subject to change
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Virtual & classroom training
Whether virtual or classroom-based, our courses are designed with and your learning at the heart of every session. Your participation will be encouraged through group discussions, individual and team tasks by using a range of tools and techniques to ensure you leave every session with new knowledge, skills, and behaviours to achieve personal and business objectives.
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Advanced Coaching.....................................................9 Change Management..................................................9 Communicating to Influence....................................10 Complaints Handling....................................................10 Confidence & Assertiveness.....................................11 Continue & Begin...........................................................11 Courageous Conversations.......................................13 Creating the Wow Factor..........................................13 Critical Thinking..............................................................14 Effective Communication..........................................14 Emotional Resilience....................................................15 Excellence in Presentation Delivery......................15 Introduction to Neurodiversity................................17 Motivating Teams to Success...................................17 Negotiation Skills...........................................................18 Project Management....................................................18 Progress Matters............................................................19 Problem Solving.............................................................19 Save the Sale...................................................................21
Selecting & Retaining Talent.....................................21 Service Excellence in Foreign Exchange............22 Smile, Dial & Wow..........................................................22 Stress Busting..................................................................23 Time Management & Delegation............................23 5 Steps to Selling...........................................................25 Training Sessions............................................................26 Bespoke & Bitesize........................................................28 Apprentice programmes............................................31 Training programmes...................................................32 Jonathon Woodall-Johnston Quote......................34 Smile Values.....................................................................35
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Advanced Coaching
Change Management
Duration: One day This is for: Leaders & managers
Duration: Half day This is for: Managers, Assistant Managers
& Team Leaders Session Overview
Session Overview • Questioning techniques to empower others • How a positive coaching state can create behavioural shifts • Setting goals by encouraging self-reflection Impact Identify your coaching strengths, discover different coaching strategies, and build confidence. The session is designed to support the delivery of effective coaching, which is a key ingredient of successful leadership. Learn how to enhance the capability of teams, influence changes in management style, and create a work environment that encourages independent thinking and action-driven teams.
• It covers change and transition models to support colleagues through the different stages of change, using techniques to motivate, listen and provide opportunities to move forward.
Impact Lead teams through change, by boosting morale, encouraging teamwork, engagement and productivity to embrace the new opportunities.
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Communicating to Influence
Complaints Handling
Duration: One day This is for: Leaders & managers
Duration: One day This is for: all colleagues
Session Overview • Discuss the importance of effective complaints handling • Analyse the importance of mindset in approahing a customer complaint • Discuss key techniques for handling emotionally charged individuals Impact Explore the crucial role complaints play in lasting relationships, customer loyalty and brand reputation. We’ll delve into the significance of mindset in transforming complaints into purposeful conversations, confidently working towards first-time fixes, and strengthening relationships with customers. We’ll explore ‘Complaints Mastery’, identifying opportunities to contribute to a culture of exceptional customer service and share our confidence.
Session Overview • Understanding the barriers to influential communication • Differentiating between the three levels of listening • Implementing the AIDA approach Impact Enhance your communication skills and develop your active listening abilities to better understand, connect with, and influence your audience or colleagues. The session will enable you to clearly and directly communicate your purpose, frame questions to enhance written, verbal, and non-verbal communication, and develop skills which are integral to successful leadership.
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Confidence & Assertiveness
Continue & Begin
Duration: One day This is for: All colleagues
Duration: One day This is for: Leaders & managers
Session Overview • Discussing the four key attributes of successful people • Identifying and implementing behaviours
Session Overview • Identifying and avoiding language that hurts • Differentiating between observation and judgement • Understanding the model of excellence Impact Develop your coaching skills and encourage shifts in personal awareness. Learn how to implement the Continue and Begin model of coaching to ensure excellence is sustained every day. Build trust and self-motivation by celebrating personal successes, encouraging self-reflection, and employing effective questioning to create a positive and supportive environment.
that create a positive influence • Understanding the Diltz model
Impact Build self-confidence and increase assertiveness through behavioural reflection. The session encourages you to implement positive behavioural changes and strategies. Learn how to improve confidence and assertiveness to secure more successful outcomes and build stronger relationships with colleagues and customers.
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“Completing my Apprenticeship taught me the key skills needed to thrive within the company. I learned how to communicate effectively and professionally, which boosted my confidence when speaking to new people inside and outside of work. I will take this skill with me throughout my whole career.” Millen
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Courageous Conversations
Creating the Wow Factor
Duration: One day This is for: All colleagues
Duration: Half day This is for: All colleagues
Session Overview • Identifying underlying causes of conflict • Analysing past courageous conversation scenarios • Identifying and being pro-active when a courageous conversation is required
Session Overview • Adapting language to build rapport • Implementing a positive mindset and outlook • Evaluating current levels of service
Impact Identify when a courageous conversation is needed and understand how your behaviour impacts both results and the team. This session introduces practical skills and solutions to apply in the workplace and guidance on how to achieve a positive outcome when dealing with challenging situations. Learn how to promote a fair and consistent approach and achieve a harmonious work environment.
Impact Exceed customer expectations and deliver outstanding service. This session develops sales techniques to ensure customers are WOWED by your service. Build trusting relationships, increase productivity, and ensure business objectives are achieved.
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Critical Thinking
Effective Communication
Duration: One day This is for: Leaders & managers
Duration: One day This is for: All colleagues
Session Overview • Understand what it means to ‘think critically’ • Enhance critical thinking skills to improve decision-making • Identify cognitive biases and apply strategies to reduce their impact Impact Critical Thinking is turning thoughts into actions; it is asking about the How, What, Why, When and Where to make effective decisions and deliver results. This session will explore the key skills needed to develop a critical thinking mindset to make well-informed and impactful decisions, weighing up the options available to you and considering the potential impact of personal, societal and cognitive biases that may cloud your judgements.
Session Overview • Tailoring communication according to representational preferences • Understanding the significance of non-verbal communication • Practicing active listening Impact Reflect upon your communication skills and learn how to communicate even more effectively. This session introduces new methods to improve your communication skills, enabling you to share your ideas successfully and achieve positive results.
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Emotional Resilience
Excellence in Presentation Delivery
Duration: One day This is for: Leaders & managers
Duration: One day This is for: All colleagues
Session Overview • Recognising and categorising stressors • Understanding the ripple effect and creating circles of control • Developing action orientated strategies Impact Resilience is our ability to adapt and bounce back when things do not go as planned. This session equips managers to encourage resilience to challenging situations and behaviours, introducing an action orientated approach. Learn how to develop techniques that effectively manage a variety of situations and support positive wellbeing within productive and effective teams.
Session Overview • Understanding the “Act as if” philosophy • Developing a systematic approach to presenting • Understanding and implementing the influencing model Impact Boost confidence, develop public speaking skills, and deliver a successful and memorable presentation. The session equips you with the skills to plan and structure effective presentations, make an emotional connection with your audience, and develop techniques to manage presentation anxiety.
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“Completeing the Mentor Programme has allowed me to confidently mentor my apprentice, to help them successfully progress. It has taught me a lot about myself, and I am able to transfer the skills I have learned into my everyday role.” Isabel
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Introduction to Neurodiversity
Motivating Teams to Success
Duration: Half day This is for: Leaders & Managers
Duration: One day This is for: Leaders & managers
Session Overview • Understand what is meant by Neurodiversity. • Breaking down stereotypes. • Identify the benefits neurodiversity can bring.
Session Overview • Understanding and applying different management styles • Developing ‘force field analysis’ to support your team • Identifying and applying motivational drivers Impact Learn what motivates your team and devise strategies to improve motivation. This session gives managers and leaders the skills required to set realistic and challenging targets that will enable their team to reach their potential. Learn how to apply appropriate techniques to manage change and achieve success, productivity, and a positive working environment, whilst exploring ways to successfully work together as a team.
Impact Embracing neurodiversity bring numerous benefits, including increased innovation, enhanced productivity, diverse skill sets, improved problem solving. This session will help you create a work environment which enables neurodivergent people to feel safe, supported, and able to perform their best.
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Negotiation Skills
Project Management
Duration: One day This is for: All colleagues
Duration: Various options This is for: Leaders & Managers
Session Overview • Identifying project management tools and methodologies • Distinguishing between a project and ‘business as usual’ • Discussing the project lifecycle
Session Overview • Using a negotiation preparation framework • Completing a SWOT analysis • Practicing assertive skills in given scenarios
Impact Gain the skills to confidently implement project
Impact To successfully negotiate is to resolve situations and find solutions that are acceptable to all parties. During the session you will pinpoint strengths and weaknesses in negotiation techniques and learn and develop skills to ensure you are prepared for negotiation scenarios, no matter how challenging. Build self-confidence, increase assertiveness and learn how to research, prepare and prioritise.
management tools and methodologies in your work. This session is designed to help you initiate, plan, manage, and evaluate projects more effectively. You’ll learn how to choose the right approach for your project, streamline processes, and enhance team performance by applying these tools.
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Problem Solving
Progress Matters
Duration: One day This is for: Leaders & Managers
Duration: Half Day This is for: Managers & Assistant Managers
S ession Overview • Understanding the role of flexible thinking for effective problem-solving • Understanding a range of problem-solving techniques • Evaluating techniques to support your team in analysing and resolving problems effectively Impact Learn how to apply evidence-based problem-solving techniques and overcome barriers to success - with your teams. Enhance your critical thinking skills to analyse problems for effective solutions that will not only overcome challenges, but also empower you and your team with increased confidence in the decision-making process. This session will challenge perspectives, identify interventions, establish priorities and help you to make decisions that generate robust resolutions.
Session Overview • Know when, and who has a Steps to Success review • Understand what an excellent Steps to Success review looks and feels like • Enable you to drive staff performance through self-reflection, coaching, and feedback Impact Attending this session will give you the knowledge and confidence to be able to conduct an effective performance review that will leave your team feeling motivated and wanting to achieve in their role.
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“The Rising Stars programme really helped me grow, both personally and professionally. I developed leadership skills, especially around coaching. I learned how to ask the right questions and support teammates in finding their own solutions. It’s made me better at bringing out the best in the people I work with.” Sophie
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Save the Sale
Selecting & Retaining Talent
Duration: Half day This is for: All colleagues
Duration: Various options This is for: Leaders & managers
Session Overview • Practicing and enhancing interview techniques
Session Overview • Increasing confidence in saving sales from cancellation • Evaluate the wider impact that booking cancellations have • Enhance the customer experience by offering solutions other than cancellation Impact Develop confidence in offering solutions and overcoming objections when customers request to cancel their holidays. This session offers techniques to ensure we are understanding of customers’ needs and ensure excellent customer service is delivered. Build rapport with customers to create long lasting relationships.
• Understanding recruitment legislation • Practical exercises to build confidence
Impact Conduct professional interviews and select candidates effectively. This session equips colleagues with a clear understanding of recruitment and equality legislation. Develop active listening skills, implement new questioning techniques, and ensure the best candidate is chosen for the role.
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Service Excellence in Foreign Exchange
Smile, Dial & Wow
Duration: One day This is for: Retail colleagues
Duration: One day This is for: All colleagues
Session Overview • Increasing confidence in Forex sales • Understand bureau security • Developing techniques to increase sales
Session Overview • Implementing the seven habits of highly effective people • Understanding the communication model • Evaluating your purpose, presentation and performance Impact Implement exceptional customer service into your daily working routine and enhance the reputation of Hays Travel and your department. This session introduces Hays Travel’s customer service standards and provides strategies to develop your communication and listening skills. Go above and beyond for the customer, maximise productivity, and achieve job satisfaction.
Impact Develop knowledge and confidence in foreign exchange and learn new selling techniques to maximise sales and profit. This session will equip you with the skills to build rapport, identify and satisfy customer needs, and handle and overcome objections, as well as build awareness of the importance of bureau security.
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Stress Busting
Time Management & Delegation
Duration: One day This is for: All colleagues
Duration: One day This is for: All colleagues
Session Overview • Prioritising using the time matrix • Setting confidence-building goals • Developing emotionally orientated strategies
Session Overview • Evaluate your current time management and delegation skillset • Analyse a range of time management tools and strategies • Identify the benefits of purposeful delegation Impact Boost productivity and reduce stress with Time Management and Delegation. Assess habits, tackle prioritisation and procrastination, and explore productivity tools. Learn how purposeful delegation can help your team grow and maximise time. Join us to set personal goals for a more motivated, productive, and happy team.
Impact Identify, self-reflect, and recognise the signs of stress and learn strategies to manage your emotions. This session encourages you to set both action and emotionally orientated strategies. Adapt and excel under pressure and set confidence building goals to increase self-confidence and self-belief.
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“By attending training courses and having support from an L&D coach whilst completeing the Aspiring Managers programme has allowed me to see things from a different perspective and not just my own. I am putting into practice what I have learned within my team, and this is helping me to improve my skills as a manager.” Rachel
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5 Steps to Selling
Duration: One day This is for: Retail colleagues
Session Overview • Understanding the sales confidence iceberg • Identifying your personal motivational drivers • Preparing and make your first impression count
Impact Increase confidence and hit sales targets whilst following the 5 Steps to Selling. You will discuss, share, reflect and gain new skills to assist you in achieving increased confidence and sales targets whilst delivering excellent service to your customers. No matter how long you have been in a selling role, this course will leave you feeling motivated and ready to close those sales!
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Training Sessions
Most standard training sessions can be booked by colleagues via Hays Travel Learning, which is integrated within your People XD (Core HR). We have a full range of user guides to support you with this which are loaded to the Learning & Development document library on the hub.
There is generally a recruitment process for talent programmes,
For queries and support about our sessions or talent programmes, please contact the Learning & Development Support team via learninganddevelopment@hays-travel. co.uk
including an application form and an interview stage. We communicate with colleagues on the hub as and when we open applications for our talent programmes.
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Training Sessions Alongside our ‘day to day’ training, bespoke and bitesize training sessions are also available or can be arranged on request. These ‘tailor made’ sessions address specific or current business needs. They are designed to be rolled out as part of a wider programme, or to meet intense objectives being driven across Hays Travel. Bespoke training sessions can be created to meet your needs. Requests or suggestions are encouraged, please contact the Learning & Development team if you have any training needs and these will be reviewed. The following bespoke sessions are not available permanently. Details will be shared with relevant divisions as and when they are available for you access. Bespoke Sessions
• Financial management • How to support your NTT • Principles of leadership – building high performing teams • Personal effectiveness • How to support your Apprentice • Safeguarding and Prevent
• Meet and Greet • Closing the sale • How to Support your Head Office Apprentice • How to Support your Retail Apprentice • How to Support your Graduate
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Apprentice programmes Retail Level 3 Travel Consultant (18-months) Head Office Level 2 Customer Service Practitioner (12-months) Scotland Level 6 Diploma in Providing Travel Services at SCQF (15-months)
Programme Overview - Apprentices take part in a wide range of training and development activities. These are delivered in the workplace and during visits, blending remote technology and face to face sessions. AIM - To stretch and challenge apprentices to be perform to their best ability, achieve their aspirations, and progress within Hays Travel and beyond. To inspire knowledge, imagination, and life skills through an ambitious apprenticeship programme, delivered through expert teaching and adopting current industry practices.
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Training programmes
Rising Stars
Mentor Masterclass
Duration: 8 - 10 months
Duration: Approximately 3 months
Programme Overview • Support the development of another colleague • Attend online and classroom training and complete practical tasks • Complete an end-of-programme presentation
Programme overview • Complete practical tasks, observations, research, and written work • Attend various training sessions and monthly meetings with Learning & Development coach • Develop and implement coaching and management skills Aim To support employees looking to challenge themselves and progress in their careers. To prepare colleagues for progression into Team Leader and Assistant Manager roles. To identify existing skills and areas for improvement, set SMART goals and develop leadership skills.
Aim Designed to build a mutually beneficial partnership, mentors will take on more responsibility, empower their mentee, build their confidence, and share knowledge. The programme will improve performance whilst enabling the mentor to develop and implement leadership and people skills to progress in their career.
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Aspiring Managers
Aspiring Leaders
Duration: Approximately 1 year
Duration: Approximately 1 year
Programme overview • Training sessions, independent study and research • Complete practical tasks, observations and assignments • Reflect, research and practice new opportunities to progress in your career Aim To support employees eager to develop with their progression into management positions. Self-reflection, behavioural changes and new skills are encouraged to achieve personal and business objectives.
Programme overview • Classroom training, observations, independent study, and monthly reviews • Strategic report delivery with Hays Travel Board involvement Aim To support colleagues looking to progress into senior management positions to achieve their aspirations. To underpin existing management knowledge and experience with the management theory and methodology conducive to a leadership role.
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“As someone who started my career with Hays Travel as an apprentice, I have firsthand experience of how well our Learning and Development Team prepare people for a long, exciting, and successful career with Hays Travel” Jonathon Woodall-Johnston Chief Operating Officer
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Motivational We maintain a growth mindset and keep improving SMILE Innovative Loyal Excellent We inspire and appreciate each other and exceed expectations We are flexible and respond positively to change and opportunities We build and maintain trust by being open and transparent
Supportive
We listen so everyone feels heard and that they belong
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Call 0191 8148060 learninganddevelopment@hays-travel.co.uk
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