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Our ethos:

We build strong, long-term relationships with clients and participants and are happy to stay close to the people we develop for as long as they need us.

How do we do that?

1. Tailor our training to you

We’ve asked our customers what it is that makes them recommend us to others and come back to us for more work. They’ve said that they haven’t come across another training company that tailors its training uniquely to the organisation in the way that we do. This is a very important premise for us: we don’t believe there is only one way to sell or one way to negotiate, or one way to network. Many companies will tell you there is and try to push your staff through a system (usually trademarked) that has been developed and “proven”. We get clients coming to us after trying one of these systems and giving up - having spent a lot of money.

Well, there are some really good universal principles in all these things, and we’ll teach those. And then there is the way it works for you as a team of people, within your unique organisational culture. And that’s what we take into account when we train your staff. We’ll find out, by asking you, and by observing your staff: How are things now? How would you like them to be? Once we’ve helped you identify that gap, we’ll help you to fill it.

...even on our Public Courses

If you are an individual coming on one of our Public Courses, we will ask you beforehand about your needs and tailor the day to make sure we cover those if possible within the scope of the course.

When you come on one of our courses, you are entitled to join the D&H Professional Development Club - read more about your benefits here.

2. Start at the top

We often get asked by a board or HR department or management team to train the staff in an organisation: “They need communication skills training”, we are told; “They don’t talk in the right way to customers”; or “Their attitude isn’t right in the team”; “They lack confidence in negotiating or networking”. When we go and observe, we find that’s usually true. But we’ve learned through experience that rather than jumping in there and training the staff in that skill, the real shift needs to start at the top, with the leaders.

If it doesn’t, then nothing much changes.


Well, two reasons.

  1. The staff look upwards, and say, “Why aren’t they being asked to change?” This causes resistance to the training and will make it less effective.
  2. If things have developed the way they have, it is likely that the leaders don’t know how to correct or manage it, and this is key to whether or not any improvement in skill continues to grow after the training. After all, we’re going to leave you on your own at some point, and we want you to be ready to take up where we left off.

3. Train whole teams

After starting at the top, it will get to the point where that skills training you wanted for your staff is the next important step. This is one of the key ways in which we support organisations and we recommend running training courses for small groups, in whole teams where possible. This enables several people to learn a new skill at the same time, but more importantly the group context allows a sharing of best practice. It can also be an opportunity to network and strengthen relationships with other areas of the business or with stakeholders and partner organisations.

In many cases, we structure our courses for 5-10 people to give the maximum time to learn. Courses can be of any length and cover a wide variety of communication skills and personal development - see what areas we cover in our Training.

4. Make training transformational

Create the 'muscle memory of success'

We think people learn by doing. When you come on a Delaney & Hart course, you will have a chance to practise the skills being taught before you leave the room, so that you gain a ‘muscle memory’ of what it feels like to do that thing well. You are then far more likely to have the confidence to put it into practice back at work.

Use drama-based training

One of our main strengths is that we use professional actors where appropriate on our courses so that delegates can practise the skill being taught with someone who is skilled at changing their behaviour to reflect certain types of people.

We have actors who work for us all over the UK. They all have business backgrounds so that they bring personal experience to their feedback.

For more on this, please get in touch and ask us about our pdf: ‘Drama-based training, Why use it?’

Give great feedback

An awful lot of training is generic, that is, it does not take into account the individual. When we watch people practise a skill, we like to give them feedback on how they are doing. We are known for telling people the truth, with tact. It’s a tricky balance but one we seem to have mastered.

Crucially, we tailor our feedback to the needs of that individual, focusing on their personal aims, as well as judging when they are ready to be stretched a little further. We can encourage people into a new skill who are lacking in confidence and also work with people who are highly-skilled to achieve that final 10% of their potential.

5. Focus on results

We will always want to link what we do to results, as we’re sure you do. We focus heavily on the results you want as part of our design process and will help you with how to measure those.

To learn more about measuring training impact, read our advice on Measurement.

6. Follow up

Training in itself rarely works.

This may come as a shock to you, but people don’t tend to apply what they learn. They need to be reminded regularly of it and helped with how to use in their day-to-day jobs.

That’s why we offer a range of follow-up services to help you to make REAL changes.

7. Listen to our customers

We are passionate about service. Tell us what you’d like for your organisation. Contact us now.


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We are a communication skills & personal impact company, based in Exeter, Devon. We specialise in people development, coaching, and training.
Call us now to discuss your training needs on 01392 215 389.