UK Training Industry Press Releases

The Prudential-sponsored 2009 Arts & Business People Development Award has been won by Translink for its programme ‘You Are the Difference' - a cultural change initiative for the bus drivers and inspectors of Metro, Belfast's public bus service, which was designed and delivered by Echelon Learning Ltd.

Echelon's programme, which involved the innovative use of actors, used ethnographical research techniques to determine how customers react to the delivery of service within their environment. Actors were employed as part of the research team to observe passengers' requirements and how drivers and inspectors interacted with them as they boarded, journeyed and alighted.

The results of this research were replayed to the 750 drivers and inspectors using Forum Theatre techniques, where specific scenarios are role played prior to delegates being asked how these scenarios could have been handled better to ensure total customer satisfaction. Through this highly participative and interactive technique, a set of service principles was established and owned by the workforce - which was then trained in the necessary skills.