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Client: Jobcentre Plus – Management – Front line staff training

Format: A series of dramatic sketches

Brief
Gibber were contracted by the South Tyne & Wear Valley District office of Jobcentre Plus to devise and deliver a regional training event. The Jobcentre Plus was undergoing a large management restructure and the event was designed for Jobcentre managers who would be affected by the changes. This half day conference explored potential problems with the new system and how they could be overcome. It was also a chance to enthuse and motivate the delegates and embed the new system into common practice.

Methodology
Gibber worked in partnership with the Jobcentre training team to develop the format and content of the conference event. Each session contained three elements i.e. at least one scripted scenario delivered by Gibber actor/facilitators, video clips with appropriate messages all facilitated by Gibber to summarise and reflect upon the main learning points.

Scenario 1: Adviser and Customer Initial Interview
An over the top ‘inappropriate’ scenario scripted and acted out demonstrating how the old management system affected the role of the advisor. Followed by an in depth discussion facilitated by Gibber.

Scenario 2: Adviser and Advisory Service Manager
This scenario follows on directly from the first scene and sees the advisor interacting with their line manager in an appraisal situation. The scenario is used to depict the incorrect use of the Quality Assurance Framework.

Scenario 3: Advisory Service Manager and Jobcentre Manager
This scenario depicted two extreme inappropriate attitudes and behaviours.

Scenario 4: Jobcentre Staff
This scenario presented three differing characters to define attitudinal shift within the workplace with an emphasis and follow on discussion around best practice and communication skills.

Results

100% of Delegates rated the session positively.

“The feedback of the event has been above all expectations and your performances have, in particular, received rave reviews. We have learned some very valuable lessons from this event most importantly about how we motivate and engage with people and get messages across. It is apparent to me that staff responds well and positively to this type of interactive event and I have no doubt that we shall be doing more of them in the future.”
Dave Peebles, District Manager, Jobcentre Plus, South Tyne & Wear Valley District Office