How we work
Training built around your business
No two businesses are the same, so we don’t start with an off-the-shelf training programme.
We start by understanding what’s happening in your business, what you want to achieve and what might be getting in the way. From there, we design something around your people, your customers and the situations they’re dealing with every day.
And we don’t disappear once the training has finished. We can work with your leaders and provide practical follow-up to help people keep using what they’ve learned.
The Reality process: the 3Ds
Our approach starts with three stages: Diagnosis, Design and Delivery
Diagnosis
Understand what's happening
Before we suggest any training, we need to understand what you want to change.
We’ll talk to you about your goals, your people, your customers and the challenges you’re seeing. Depending on the project, we might listen to calls, observe customer conversations, review sales materials or speak to people across the business.
This gives us a much clearer picture of what’s already working, where people are getting stuck and where development could make the biggest difference.
Design
Build it around your people
Once we understand the challenge, we’ll build the programme around your business.
We’ll use situations your people recognise, language that feels natural to them and practical examples based on the conversations they’re having every day.
We can also involve your people in developing the approach. That helps us make sure what we’re asking them to do works in the real world, rather than only sounding good in a training room.
By the time we deliver the programme, it should feel like it belongs to your business.
Delivery
Give people the chance to practise
Our sessions are practical, interactive and build around participation.
Rather than spending the day listening to someone talk, people get involved. They’ll discuss ideas, see conversations demonstrated, try different approaches and practise situations they’re likely to face back at work.
We use experienced trainers, realistic scenarios, role-play, discussion and activities to bring the learning to life.
The aim is for people to leave knowing what they can do differently – and having already had a go at doing it.
And then we help you make it stick
The training session doesn’t have to be the end of the programme.
If you’re trying to change habits across a team or a larger business, we can help you keep the learning going. That might mean developing managers to coach the new approach, running follow-up clinics, giving people practical resources to refer back to or creating films and podcasts they can use whenever they need a reminder.
For larger programmes, we can stay involved over months or years, adapting the approach as your people and business develo9p.
We want people to still be using what they’ve learned long after we’ve left the room.
Would could that look like for your business?
Listen to customer calls or observe conversations
Involve your people in developing the approach
Create a language or conversation model for your business
Train frontline teams, managers and leaders
Use realistic scenarios based on situations your people face
Build in coaching and follow-up sessions
Create films, podcasts, guides and practical resources
Help you measure feedback and behaviours
You won’t necessarily need all of these. We’ll work out what makes sense for your people, your objectives and your business.
What would you like to change?
You don’t need to know what the training programme should look like before you talk to us.
Tell us what’s happening in your business, what you’d like your people to do differently and what you’re trying to achieve. We’ll ask some questions, talk through the options and work out whether we can help.
