We would love to welcome you to our Yorkshire Leadership Group.

It takes place once every 2 months for a day at the beautiful Rudding Park Hotel.

The format is as follows:
8.15 Breakfast
Masterclass from Jon Wilks “SATISFIED IS NOT SATISFACTORY – Satisfaction is the customer service death knell.”
Lunch
Peer group issues session
4.30 Close

Taster session available £125+vat

Masterclass details:

SATISFIED IS NOT SATISFACTORY

Satisfaction is the customer service death knell. If your customers, clients or supporters are merely satisfied with what they receive from you, then you won’t be in business for long. In 2020 customers have such a range of choice, so many options available to them in all markets, that the concept of aiming to satisfy customers is ludicrously outdated. Tear up your customer satisfaction surveys. Ban use of the word in customer engagement planning. Develop a healthy intolerance of even the notion that you and your staff aim to satisfy customers.

Embrace a new lexicon around customer service – delight, exceed, amaze and inspire. If you really want to generate long term customer loyalty then you need to change the 1990s soundtrack in your commercial heads.

In this lively, interactive and positive workshop, you’ll consider themes and ideas around:

*   Values, ethics, principles and motivations – how do we engineer our internal soundtracks to inspire and energise a new customer service approach? How do we set ourselves up to lead this constructively and effectively? What lessons might we learn from elsewhere? Case studies include New Zealand rugby, Thomas Cook, John Lewis, Starbucks and Dragon Taxis.

*   Leading customer delight – how do we engage our staff to effectively and enthusiastically embrace the challenge? What language might we use? What goals might we set to inspire and motivate? How do we measure our customer delight?

*   TNT and the power of WOW! – how do we find examples of excellence to reinforce our new customer service approach? How do we amplify the key behaviours and approaches which inspire and energise? What is an authentic ‘Wow!’ And how might we replicate and develop it?

You should come along with an open mind, an inquisitive nature and a desire to contribute your own experiences and challenges.

Speaker profile:

Jon Wilks is a leader, coach, mentor and Town Crier! For over a decade he has helped organisations and individuals, at all levels, to improve, grow and sustain. From Coca Cola to Ford and from Plastic Bottle Supplies to Male Voice Choirs, Jon brings an effervescence and positivity to his workshops which is both infectious and memorable. You will take away valuable ideas and a genuine enjoyment of the day!

For further information please call Lisa Lister 0787 9820725

Dates for the Yorkshire Leader Group 2019/20 season are:

20th Nov 2019

22nd Jan 2020

25th March 2020

20th May 2020

1st July 2020

16th Sept 2020

25th Nov 2020

The group will be in Jupiter Room at Rudding Park Hotel (on ground floor).

Contact: Lisa Lister: 0787 9820725

We would love to welcome you to our Yorkshire Leadership Group.

It takes place once every 2 months for a day at the beautiful Rudding Park Hotel.

The format is as follows:
8.15 Breakfast
Masterclass from John Hotowka “Present and communicate your message more clearly using metaphor….and magic.”
Lunch
Peer group issues session
4.30 Close

Taster session available £125+vat

Masterclass details:

Present and Communicate Your Corporate Message More Clearly Using Metaphor… and MAGIC

Business owners and directors are not only strategists and planners they’re also communicators and in this day and age they have to communicate their message in an engaging way.

Stories and metaphors are usually used to help our audiences understand and remember the points to be made. To make a message stick in their hearts and minds sometimes something even more powerful and effective is needed.

Tony Buzan the father of mind-mapping carried out studies and found the use of visual aids generally heightens retention of the spoken word by up to 70%… 70%.

Which is why magic and metaphors are so effective and John’s workshop is so very different to any workshop you’ve experienced before as well as being engaging, fun and challenging.

What you can expect from the masterclass:

Improved communication skills

Improved presentation skills

Improved coaching skills

Improved problem solving skills

Improved delegation skills

Members become more focussed on their business issues and message

Members experience a sense of achievement and they’ll even get a round of applause for it

John Hotowka – Who is he?

John Hotowka is a Bradford boy ‘done’ good. Despite the fact that he has not won an Olympic gold medal, or climbed the south face of Mount Everest in a pedalo, he is still in demand as a speaker and magician. Why? Because he’s observant, insightful and funny.

John is a PSAE (Professional Speaking Association Award of Excellence) and a member of the Magic Circle. He’s been entertaining and speaking to corporate audiences since 1989 and has an uncanny knack of immediately engaging and putting an audience at their ease.

John started his career in magic in 1981 and for seven years was an optician by day and magician by night – performing close up magic to the diners in the restaurants of his home town Bradford. He was one of the first close-up magicians to perform magic in restaurants on a residential basis in Europe. Having been made redundant from optics three times in the space of seven years, he decided to take up magic full-time and become a corporate magician. Once again, he was one of the first to do so in the Europe.

Since 1989 he’s travelled the world from Manchester to Milan, Derby to Dubai, Hull to Hamburg and from York to New York performing his magic at corporate and private events.

Now he’s a sought after speaker on the corporate circuit, working with the likes of Price Waterhouse Coopers, Hallmark Cards and HSBC, to name but a few. He’s also a popular speaker in education helping young people develop entrepreneurial and life skills.

He specialises in delivering keynote speeches about mindset, change, teambuilding and doing more with less.

Feedback – Phil Jesson, Chairman ACE 42

“John is a communications, change management and teambuilding speaker who uses magic to punctuate the messages he conveys. He appeared on day one of our Annual Retreat and did a great job. He trained the members to plan and deliver a number of tricks, each with an important business message. The session was highly participative and competitive as members wanted to be the best magician in the room!  

For his first ACE outing his 8.2 was well deserved and I can strongly recommend him to your Group.”

What our attendees say about the group:

“Very useful and great to have different insights.”

“Absolutely lovely. Very helpful and full of good ideas. Not one arrogant person in the room, very refreshing.”

“Good group and a great session in the morning. The mix of characters and speakers mean the sessions to date have all been very rewarding.”

For more details contact: Lisa Lister 0787 9820725

We would love to welcome you to our Yorkshire Leadership Group.

It takes place once every 2 months for a day at the beautiful Rudding Park Hotel.

The format is as follows:
8.15 Breakfast
Masterclass from Roger Harrop “WIN! How to succeed in the new game of business.”
Lunch
Peer group issues session
4.30 Close

Taster session available £125+vat

Masterclass details:

WIN! How to succeed in the new game of business

Overview

These really are the most exciting of times for business!

The world of business has changed: nothing is a given any more and the playing fields are being levelled – not only between small and larger organisations, but also internationally..

Winning businesses are those focussed on the new fundamentals – linked to an innate ability to adapt and be fleet of foot facilitated by the ultilisation of the latest technology which is arriving at eye watering speeds.

Recent times have jolted organisations back to the fundamentals. Every business leader – whether they are running a small or large business, service or manufacturing, the professions, not-for-profit, government or NGO needs to understand and then focus mercilessly on the new basics of business, to ensure sustained success.

The role of the successful Leader today has also been redefined – with an ability to spend time in the helicopter whilst  keeping it simple – at the core.

This Masterclass explores those fundamentals of business – any business – and the new role of the business leader whilst keeping it practical and not departing into the realms of complexity and business school speak. It will enable you to embark upon a high level of thinking about the organisation and your pivotal role in it’s new future.

This enlightening and hard hitting Masterclass will take you out of your comfort zone, will make you think and is guaranteed to result in you taking immediate actions for the benefit of your business

For a chat about how it all works please call Lisa Lister 0787 9820725

We would love to welcome you to our Yorkshire Leadership Group.

It takes place once every 2 months for a day at the beautiful Rudding Park Hotel.

The format is as follows:
8.15 Breakfast
Masterclass from Michael Dodd on “Great answers to tough questions.”
Lunch
Peer group issues session
4.30 Close

Taster session available £125+vat

Masterclass details:

GREAT ANSWERS TO TOUGH QUESTIONS

This session will equip you to give more powerful, effective and confident answers in all your professional conversations.

You’ll be shown the methodology to enable you to take the answers you give to new levels – whether the questions come from your customers, prospects, journalists, officials, financiers or members of your own team.

Our speaker Michael Dodd is a one-time political, business and foreign correspondent trained in the art of asking what are known in his native Australia as “blowtorch-on-the-belly” questions.

Now he’s helping the business world to stand up to such questions.

You’ll come away knowing how to apply the golden formulae to help you deal with challenging questions, tricky questions, nasty questions, emotionally-charged questions and even stupid questions.

You may even, as Denis Kaye said after one of Michael’s previous YLG master classes, leave the session with an enthusiasm for your next difficult encounter with a staff member or customer!

For a chat about how it all works please call Lisa Lister 0787 9820725

Following on from the successes of my other 3 Yorkshire Leadership Groups which have been running for 12 years, I am delighted to announce that I will be launching a Marketing Leadership Group in September 2019.

Aims

The aim of the group is to share best practice, gain marketing insight, overcome challenges and generally be a peer support group for the local marketing community.

Format

Registration and breakfast 8.45

9-9.30 Industry Insight from Zeal

9.30-11.30 Facilitated peer group discussions – attendees bring their issues/challenges

Date and venue

The Marketing Leadership Group will be held on 12th September from 8.45am-11.30am and will be held at Zeal

Platform, New Station Street, Leeds LS1 4JB

Eligibility:

The group is open to all industry sectors and any size company.

The group is open to In-House marketers – no agencies or consultants.

You should be responsible in part or completely for the marketing activities in your company.

Costs

The first session on 12th September will be free. If you chose to become a member, future sessions will take place every 2 months.

Registration

Please call: 0787 9820725 or email: lisalister@progressmarketing.co.uk to register.

We would love to welcome you to our Yorkshire Leadership Group. It takes place once every 2 months for a day at the beautiful Rudding Park Hotel.

The format is as follows:

8.15 Breakfast

Masterclass from Kirsty Robinson on “Leading a multi-generational workforce into the future.”

Lunch

Peer group issues session

4.30 Close

Taster session available £125+vat

For further details and place reservations:

Denis Kaye at denis.kaye@yorkshireleadership.co.uk

Lisa Lister at lisa.lister@yorkshireleadership.co.uk

LEADING A MULTI-GENERATIONAL WORKFORCE INTO THE FUTURE

How will leading 5 generations impact your business…are you prepared?

There’s an abundance of literature in journals and social media sites on the multi-generational workforce, the generation gap and so forth, with a lot of over-claiming and a lack of good solid evidence to back up such claims.

How is this really going to affect your business now and in the future? And what should businesses be doing right now to prepare?

This is a fun and interactive Masterclass based on a combination of academic research and real examples, through the eyes of an HR Director working within organisations from SME’s through to large Corporates. The session dispels some of the myths associated with leading a multi-generational workforce and identifies the real challenges businesses will face.

Delegates will leave the session with some practical solutions that can be applied to their business now and in the future in order to get the best from their people, whatever their generation.

 About the speaker – Kirsty Robinson

Born and bred in Yorkshire, Kirsty has over 15 years experience working in senior HR roles, including HR Director, within financial services, professional services and the public sector.  Most recently she has set up CutTheMustard HR, a HR consultancy based in York, providing strategic HR support and advice to SME’s across Yorkshire. CutTheMustard HR is on a mission to challenge the perception of HR in the workplace and provides a fresh new approach; one that has proved to deliver significant business results. Kirsty loves any excuse to get on her soap box to discuss all things HR and people related!

We would love to welcome you to our Yorkshire Leadership Group. It takes place once every 2 months for a day at the beautiful Rudding Park Hotel.

The format is as follows:

8.15 Breakfast

Masterclass from David Thomas “Brain Training”

Lunch

Peer group issues session

4.30 Close

Taster session available £125+vat

For further details and place reservations:

Denis Kaye at denis.kaye@yorkshireleadership.co.uk

Lisa Lister at lisa.lister@yorkshireleadership.co.uk

Grow Your Brain, Grow Your Business with David Thomas

“In a world where traditional production assets are ever more readily accessible, it is intellectual capital that distinguishes competitive companies from non-competitive ones”

Iberdrola Knowledge Management Policy

The evidence it works:

“A Boeing Aircraft engineering manual was condensed into a 25-foot long Mind Map to enable a team of 100 senior aeronautical engineers to learn in a few weeks, what took a few years earlier. In the following year, this resulted in the company netting an estimated saving of $11 million.”

 Part I      Mind Mapping

• Problems with the way information is ‘traditionally’ presented
• Mind Mapping rules and practice
• Computer Mind Mapping
• How to apply:

–    problem solving, planning

–    decision making, meetings

• making & taking notes
• creativity

Part II      Speed Reading

• Why we read so slowly
• Tests to find reading speed
• Techniques to improve
• How to apply
• Continual improvement

Part III      Memory Skills

• How memory works
• Memory techniques
• How to remember

– client details

– product features

– names, numbers, stats

– presentations

Testimonial

“Thank you very much for your session that you delivered yesterday. You will be interested to know that most of my members gave you a 10, which means that you were awesome in their minds and I know this doesn’t happen very often! I personally thoroughly enjoyed the session and gave you a 10 as well which I believe is only the second time I have done this in the 14 years I have been working in this business. It would be normal for me to give you some feedback on ideas which would enhance your session, but I am afraid I have none, as it was truly excellent.”

Brian Chernett, Founder, Academy of Chief Executives

In an increasingly competitive world differentiating is harder than ever. One way this is possible is through improving the customer experience at every stage of their interaction with your business.

Saftronics Ltd, a leading UK motor control centre manufacturer, recognised this and embarked on a significant Customer Journey Mapping exercise delivered by Progress Marketing Ltd with the help of Manufacturing Growth Programme funding.

A customer journey map is a visual representation of every experience your customers have with you. It helps to tell the story of a customer’s experience with your brand from original engagement and into hopefully a long-term relationship.

Progress Marketing worked alongside the senior management team at Saftronics to scope the specifics of the project. They conducted interviews across the business from sales & marketing, to projects management, engineering, manufacturing to installation to assess current process and work flow. Processes were mapped and detailed noting timeframe, customer pain point and goals and opportunities.

Customer journey mapping helps businesses step into their customer’s shoes and see their business from the customer’s perspective. It helps businesses gain insights into common customer pain points, how they can improve the customer experience, and define what customers, and prospective customers, need in order to complete a purchase. This type of project is essential to help you better understand the needs of your customers. These change over time and expectations have been raised as a result of technology improvements but often companies are still doing what they have always done for years without adapting to these new demand.

The project has had a positive impact for Saftronics enabling them to improve the onboarding process for customers, retain more customers to deliver repeat orders and focus on building brand advocates to lead to more referrals.

The Manufacturing Growth Programme (MGP) were delighted to provide grant funding support towards the cost of the consultancy project between Saftronics and Progress Marketing. The fund is used to help facilitate business improvement projects between eligible manufacturing clients and external business growth experts / consultants. The MGP is delighted with the outputs of this project following the creation of five new full time positions within the organisation, coupled with a plan for long term profitable growth.

 For more information on the Manufacturing Growth Programme, visit; www.manufacturinggrowthprogramme.co.uk

We would love to welcome you to our Yorkshire Leadership Group. It takes place once every 2 months for a day at the beautiful Rudding Park Hotel.

The format is as follows:

8.15 Breakfast

Masterclass from David Smith “Embracing the drivers of change” (details below)

Lunch

Peer group issues session

4.30 Close

Taster session available £125+vat

For further details and place reservations:

Denis Kaye at denis.kaye@yorkshireleadership.co.uk

Lisa Lister at lisa.lister@yorkshireleadership.co.uk

Embracing the drivers of change

‘Better to be roughly right than precisely wrong’

       John Maynard Keynes

Rudding Park – Wednesday 15 May 2019

David A. Smith

Many organizations are being blindsided by change, as disruption takes hold in most sectors.

From technology, new competition and consumer behavior, to business models and new forms of organization.

• Root causes of declines in public companies’: (Society of Actuaries)
  • 60% strategic risks.
  • 30% operational risks.
  • 10% financial risks.
• In many cases the assumptions on which the organization has been built and is being run no longer fit reality. (Peter Drucker)
• Digital models account for disappearance of half of the Fortune 500 since 2000. (WEF)

The greatest danger to the future of most organizations is failing to anticipate and react to change. Change in their marketplace, product or service, change in their competition or change in client and consumer requirements. The past is littered with once great and famous organisations such as; Kodak, Nokia, Mororola, Xerox, Blockbuster who once dominated their sectors but whilst seeing what was required to survive, even leading it, refused to change.

It’s not so much as can’t change as won’t change. It’s about embracing strategic change.

This workshop will help identify the drivers of change and help delegates to engage with them.

Delegates will become familiar with tools and methods that help them to steer a path through the wealth of disrupters and map a path of their impact on their own organisations.

David will help us to understand the many trends that are impacting our organisations, help us discern their impact on our own firms and map out how and when they may be impactful in the future. Delegates will become increasingly aware of the impact of the drivers of change, on their business and their business models and be armed with tools to continue the work when they return to work.

We should recall the words of Dr. D.W. Demming:

‘It is not necessary to change. Survival isn’t mandatory.’

David Smith is the founder and CEO of Global Futures and Foresight and a practicing professional Futurist. He has a 35 year business career in IT and IT services organisations in sales, general management, marketing and strategy roles addressing commercial, public sector and financial services markets. He has recently worked with many of the world’s largest organisations including; RBS, Lloyds, Lloyds of London, Experian, CBRE, CSC, Intel, Cisco, Microsoft, Siemens, Deloitte, Ernst & Young, PWC, KPMG, Bausch & Lomb, Linpac, Kraft, Heinz, John Lewis, Roche, Philips, NATO and the EU etc. He is a regular keynote speaker and lecturer at business schools across Europe.

For further information

Contact Lisa Lister (lisa.lister@yorkshireleadership.co.uk) or

Denis Kaye  (denis.kaye@yorkshireleadership.co.uk)