South Tyneside Homes -
"Behaviour Matters"

Following the success of ‘Stronger Together’ staff conferences delivered by Juice Learning. South Tyneside Homes approached them to develop a series of 8 half-day staff conferences aimed at developing a culture to deliver world class Customer Service, entitled “Behaviour Matters”.

The Challenge

The Behaviour Matters framework was designed by a cross section of South Tyneside Homes’ staff who established a set of behavioural service. This framework is used to: set standards of behaviour and agree expectations; recruit people with the right attitude; challenge inappropriate behaviour; improve performance; plan staff development; and understand the behaviours required to grow and develop.

The challenge laid down to Juice Learning was to show examples of staff behaviour and show the effect these can have on colleagues, customers and the organisation as a whole.

Our Solution

Key to success was establishing a clear understanding of the purpose of the framework, and in particular that it was a mechanism that could be beneficial to staff rather than being a ‘stick to beat them with’. This was achieved through a series of ‘parliamentary’ style debates which encouraged participants to see a view that wasn’t necessarily their own. The overwhelming response following these discussions indicated that most staff felt positive about the framework.

The learning was further reinforced by a series of light-hearted short films produced by Juice at South Tyneside Homes locations. The films followed a day-in-the-life of a number of fictional STH staff and illustrated the expected behaviours within the framework, as well as some that would clearly sit outside of it! These films were then woven into an inspirational, engaging and memorable learning journey using a variety of series which each served to further embed the themes of each section of the framework.

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