Jaluch Limited

Line Manager's Training

The Challenge

Jo Wright, HR Manager at The Cavendish London, a Four Star hotel in the centre of Piccadilly and Mayfair, contacted Jaluch following our seminar on the changes to the ACAS Discipline and Grievance Code of Practice in 2009.

Jo wanted to up skill the Departmental Managers to address the key points mentioned in the code, and quite rightly her main concern was the code’s emphasis on handling matters informally and the requirement for trained managers. The Jaluch seminar had also highlighted the benefits of Diversity Training to support a low conflict culture and to protect the company in case of a claim at tribunal.

Jo asked Jaluch to put together a course to address the needs of her team and to equip them with the knowledge and practical experience required to handle potential issues in the workplace.

The Cavendish London prides itself on having attentive staff and providing meticulous care; their approach to employee training supports this, they seek to prevent rather than cure. Many organisations request this type of training following a problem in the workplace. The preventative attitude of The Cavendish London undoubtedly helps to keep employee issues under control and maintain low levels of conflict.

The Solution

Jaluch designed a training course, split into 2 sessions, which covered both the theory and practical skills required to handle discipline and grievance situations confidently and correctly in line with the changes to the code. The course also covered diversity in the workplace and how to benefit from a diverse workforce. The delegates already had a good level of employment law knowledge and so the training was designed to build on this, dealing with more complex scenarios.

By splitting the course into 2 sessions, delegates had time for reflection and practical application of the learning points in between. The course was enhanced using active learning in the form of case studies, role plays, quizzes and open discussion to cover the key points in a way that was relevant and engaging for the delegates. Time was spent understanding the impact of the law in real life, addressing what can go wrong and how to overcome it!

Specific communication skills were developed and improved through complex role plays, e.g. a thorough disciplinary investigation was planned and carried out including interviewing witnesses and delivering an outcome. The level of training was equivalent to that recently delivered to HR Professionals; this stretched the Line Managers and taught them useful techniques.

The trainer was particularly impressed that both the HR Manager and Managing Director attended the training sessions and participated fully with the groups; this created a very cohesive and supportive learning environment for everyone involved.

Training material was developed to support the learning and to retain as a reference tool for future guidance.

The Results

The timely and proactive approach to the training will undoubtedly have helped to maintain The Cavendish London’s low conflict culture. The Departmental Managers are now equipped and confident to manage and recognise issues themselves, and although they know to discuss matters with HR, they can resolve issues without involving HR at the early stages.

Delegates on the training courses said:

• “A very enjoyable and interesting day”
• “The trainer was confident and free speaking with the flexibility to answer any questions”
• “I feel more confident in being able to evaluate whether an issue is ‘conduct’ or ‘capability’ and I can see the value in the process”
• “The trainer was very good at understanding our questions and being able to respond so that everyone could understand”
• “The training was given in a non-technical language which was easily understood and easy to relate to”

Jo Wright, HR Manager at The Cavendish London added:

“The employees really liked the pragmatic approach as well as being able to have some fun; sometimes employee relations courses have too much focus on the law and procedures. Jaluch ensures there is a good balance between the two together with lots of real life scenarios. Our culture is about having fun at work, so we ensure this transfers across to our training, as if you are able to have a laugh with your colleagues & the trainer; you will learn more.”