Learning and development
Building the competencies of our employees is essential to our success. All employees have structured learning and development programmes in which we continue to invest. Developing a leadership development programme has been a primary focus for us during the past two years.
Leadership development
Our leadership development programme is essential to ensure that our managers, directors and supervisors develop the leadership competencies and skills required to meet wide-ranging expectations.
We have developed core leadership competencies against which senior managers are now assessed as part of a rolling programme. The findings are used to plan future training and development.
An initial evaluation of the programme indicates that, of the managers polled:
- 78% have had a meeting with their line manager to discuss their objectives.
- 84% believed their objectives would stretch them reasonably.
- 92% say their views were taken into account in the objective-setting process.
- 60% believe the process is an improvement on what they had before, with 32% believing this to some extent.
- 92% say the objective-setting process clarifies what is expected of them over the 12 month period.
To support the competency assessment process, senior executives take part in Coaching for High Performance workshops in which they reflect on their management styles and how these can be improved.
Each operating company develops their own training programmes to meet the needs identified in the competence assessment process. Programmes comprise training and workshops in areas such as leadership, budgeting, mentoring and coaching.
We want all employees to receive annual appraisals. During the year we have developed a training programme to maximise managers’ efficiency in delivering appraisals.
Leaders in excellence at TransPennine Express
First TransPennine Express hold a three and a half day course designed to build leadership excellence aimed at senior and middle managers. During training, participants evaluate their skills and then apply them in a practical situation which is done through a community project. A recent project involved managers working at Cherry Tree, a halfway house in Sheffield. They spent a day helping young people to learn how to apply for jobs and deal with interviews. The young people were also given a tour of a railway station to show them the job opportunities in the railway sector.
Vocational qualifications
Our employees can access a range of vocational training designed to help them fulfil their roles and deliver customer service excellence.
S/NVQ Level 2 and Level 3 qualifications in passenger services and customer care are offered to all our train, booking and station staff. There are opportunities for engineering staff to work towards NVQ2 Performing Engineering Operations and NVQ3 Engineering Maintenance. First Capital Connect have pioneered specialist cleaning training towards the BICS Cleaning Operators Proficiency Certificate.
In addition employees receive training in a broad range of supporting issues such as conflict avoidance, customer service, disability awareness and safety. New recruits attend training induction workshops covering a range of topics related to improving customer service.
Safety training at First Capital Connect’s Hornsey Depot
This year we piloted a new approach to safety training at Hornsey Depot. It consisted of a number of interactive, actor-led workshops highlighting safety issues. Working backwards from an imaginary accident, participants were able to asses how to prevent the accident by concentrating on avoidance as well as consequence.