Our work has taken us far and wide. At last count, we have partnered with over 800 clients in the last 10 years, in more than 30 countries. Here are some examples of our work across a range of industries.
After more than 25 years in operation, it would be fair to say that there aren’t too many industries we haven’t worked in. Here’s just a small sample of clients we’ve partnered with in the last few years.
Customer Engagement
A leader in the medical profession, with a strong premium retail model. The organisation regards customer engagement as one of its quality pillars in brand differentiation.
Increase levels of customer satisfaction and engagement, as reflected in regular NPS surveys and customer retention measurements.
Customer satisfaction in the services provided by the medical practitioners was not consistent across the target group. Whilst highly skilled in technical and medical expertise, there was need for improvement in the application of patient care behaviours to customers in a retail environment.
Maura Fay Learning worked collaboratively with the key stakeholders in the organisation to design and deliver a targeted and transformative program. Through intensive analysis of the current performance, key areas of concern were identified and resolved with a highly effective and practical experiential learning solution. The program blended independent preparation, group workshops, and internal activities post-program to support sustainable behaviour change.
The result was an immediate measurable increase in self-reported customer-centric behaviours. This uplift was noticeable within two to four weeks across three key measures: self-assessment and reporting, line manager observation and reporting, and customer NPS surveys.
Strategic leadership development
Government-owned Australian icon.
To facilitate in-house leadership development content across Australia.
The changing requirements with our client created an opportunity for us to step in and provide a facilitation-only service, where we delivered specific in-house leadership development program content Australia-wide.
Maura Fay Learning partnered with the client to upskill a team of Maura Fay Learning facilitators to be deployed Australia-wide to deliver a consistent experiential solution. The target audience consisted of entrenched employee and leadership positions which meant that our highly experienced facilitation team would be required to ensure its success.
The partnership was a success, resulting in the client using Maura Fay Learning as a retainer supplier for its strategic leadership development program over four years. The success of the program has also resulted in Maura Fay Learning being the preferred choice for collaborations in other training and L&D initiatives.
Graduate Program
Government owned utility.
Increase the behavioural and skill capabilities of graduates to ensure a smooth transition to corporate life and set them up for success.
The client sought to partner with a training provider to revise their existing professional development program then design and build highly interactive, practical and engaging workshops to equip their graduates with the right behavioural skills and knowledge to assimilate to the corporate environment. The client also required the designed solution to lay the foundations aligned with ideal leadership behaviours to empower these graduates on a path into a future leadership position.
Maura Fay Learning developed a pathway for graduates to build their communication and self-leadership capabilities against a competency framework charting intermediate to advanced levels. The program used coaching clinics throughout the pathway to ensure skills ‘stick’ back in the workplace. Multiple workshops within the pathway have been running for five years. Over 125 graduates have now attended.
The pathway has been praised for its business acumen and contextual relevance. Highly tailored skills practice sessions to capture real life case scenarios have resulted in graduates’ increased capability to handle similar workplace scenarios with skill and insight.
Influence in action
Leading professional services company.
Support goal setting skills for entry level business analysts to fast-track settling in and assimilation into the business and influence internal and external stakeholders.
Due to the success of a previous theoretical influencing program, the client required a learning provider to implement an initiative that would equip the participants with the ability to practically use these influencing skills in the workplace.
In partnership with the client, Maura Fay Learning identified key development objectives to design a highly experiential program with focus on skill application and practise of the techniques and tools to influence key stakeholders effectively. A key element of the program was also to ensure sound goal setting as a commitment to action planning these techniques back in the workplace.
The result was an immediate measurable increase in self-reported behaviours and confidence levels to effectively influence internal and external stakeholders.
Values based leadership
Multinational telecommunications company.
Increase capabilities of the leadership team to communicate and influence with impact and coach team members for improved performance.
The client required a learning provider to implement a behavioural skills program that would support their values of team collaboration and communicating with impact. Key to the success of the training initiative was the ability to identify the difference between management and leadership, demonstrate proactive leadership behaviours and coach for improved performance.
Maura Fay Learning worked collaboratively with the key stakeholders in the organisation to design and deliver a leadership development pathway focused on building all round leaders who could effectively lead high performing teams. The pathway blended independent preparation, highly experiential group workshops, and participant activities post-program to support a commitment to sustainable behaviour change.
The result was an immediate measurable increase in leadership capabilities to communicate and influence with impact. As a result of the success of this series of leadership programs, Maura Fay Learning successfully tendered to collaborate on keynote conference events with the client.
Coaching
A global entity and one of Australia’s top five financial institutions in the banking and finance sector.
Critical to its competitive global position, this financial institution required an experiential training and coaching provider to partner with them to support with and reinforce behavioural skill application through a strategic training initiative.
In upholding its five company values, the client required collaboration with a trusted learning partner to develop over 4,000 of its junior and senior leaders to have the skills, knowledge and techniques to carry out and skilfully navigate robust, honest and timely feedback and coaching conversations with their teams.
Through analysis and consultation, Maura Fay Learning developed a highly experiential program which provided the client’s people with the framework and skills to effect a culture of feedback and coaching supporting the five company values. The program has continued to evolve over the years with additional programs being added to ensure the participants remain challenged.
As a result of the program, the client evidenced a dramatic improvement in open communication between leaders and their teams. This resulted in an increased level of trust within the organisation, a culture of proactive feedback and improved employee morale. The ongoing success of this program has prompted the client to use the conversations training as a key strategic tool to help embed their new capability framework and enterprise behaviours. The programs were included in the client’s Core Leadership Development Strategy. Through word of mouth, the training initiative has gained a high profile within the business.
Strategic cultural change
One of Australia’s most prestigious universities.
Implementation and support of a new strategic cultural change training initiative to effect organisational transformation and increase collaboration and stakeholder relations through a professional development framework for career development.
The client required implementation of a strategic cultural change training initiative across a major department, by building on the department’s overall communication skills to leverage existing technical knowledge.
Maura Fay Learning designed and delivered formal workshops and on-the-job learning to support departmental professional development against the client’s requirements and aligned to the client’s key pillars. We established a pathway to equip all levels of teams within the department with skills to perform optimally. Each program was developed with blended learning options to guarantee scaffolding and continuity of skills acquired. Selective program observation, formal focus groups and metrics were also part of the design to ensure fair evaluation of return on investment.
Evaluation forms, employee engagement surveys and focus groups indicated high scores in the over ninety percentile of on-the-job skill application. Maura Fay Learning conducted focus groups and provided coaching support to upskill internal ‘champions’ to continue building sustainable, internal capability during this period of cultural transformation. Maura Fay Learning was awarded the Platinum Winner for Best Learning Services – Best Learning Provider in the LearnX Impact Awards for the work with this client. This pathway has been successfully delivered over three years with continued client collaboration to establish continual improvement and relevance
Global leadership pathway
A leading global manufacturer for Fast-Moving Consumer Goods, with hundreds of brands in the Group’s portfolio sold worldwide. The client holds a strong market position in each of its regions, being the Americas, Asia-Pacific, Eastern Europe, Middle East, and Africa and Western Europe.
Increase levels of leadership presence for succession planning across Asia Pacific region to achieve an all-encompassing lift in managerial expertise over the next three to five years.
The client required consistent large scale global rollout of leadership training using the 70/20/10 methodology to lift managerial expertise to support the organisation’s succession planning process. The challenge included ensuring overcoming cross cultural communication obstacles.
In partnership with the client, Maura Fay Learning identified key leadership development objectives to design a leadership pathway. This pathway aimed at providing participants with the techniques and tools to lead and engage key stakeholders via a positive personal brand, to communicate with confidence and impact, and to influence and inspire change at all levels of the organisation on a global scale.
The leadership pathway captured a high degree of relevance to the client’s and participants’ context and resulted in an immediate application of skills and techniques acquired. Improvements were observed in participants not only over the course of the pathway but on an ongoing basis post the pathway roll out. Evidenced tangible skills were measured by internal engagement surveys, through line and senior manager observation, and Learning and Talent Development check-ins. The pathway was so effective that it was rolled out across the Asia Pacific corporate and manufacturing centres. Maura Fay Learning was also invited to the Group’s Global Diversity Expo in London to showcase the leadership pathway.
Stakeholder management
The Australian subsidiary of a leading global biopharmaceutical multinational corporation.
Increase sales by deepening engagement with customers.
The client needed to enhance their robust sales and account management process by equipping their representatives with sophisticated communication and presentation skills to effectively engage with their time challenged stakeholders.
Maura Fay Learning partnered with the client to develop programs to build on and enhance the client’s sales representatives’ selling, facilitation and presentation skills. The solution was tailored extensively to include the client’s values, processes and terminology. The solution also included coaching elements and has been running for five years.
Immediate measurable increase of highly engaged and skilled Sales and Account Management teams that have implemented innovative ways to engage with the audience. This has resulted in the program continuing over five years with little refinements to keep it contemporary.
Executive leadership development
One of Australia’s largest aid and development agencies dedicated to helping children.
Develop the skills of their senior leaders to operate at an executive level to drive commercial initiatives that utilises multi-functional teams.
The client required an experiential training provider to partner with another preferred technical training provider to build problem solving, project leadership and change management capabilities.
Maura Fay Learning developed and delivered a highly tailored cost effective pathway with a practical component of a live business case and project plan presentation that assisted in the embedding of skills learnt. We designed programs within the pathway to simulate the real life stresses and challenges of operating at an executive level to strengthen the participants’ problem solving, project leadership and change management capabilities. The program featured greatly tailored pre and post program work to integrate and support the technical content being delivered by the partnering preferred technical training supplier.
The pathway was heralded a success. The participants immediately applied the practical component of the workshops, and utilised the skills and techniques acquired to present, facilitate and influence in a presentation of a project plan for a business case study to the Executive Team. The successful group went on to implement their initiative within the organisation.
Peak performance
A government body.
To cultivate productive working relationship behaviours and capabilities to communicate with and influence internal and external stakeholders.
The client was seeking to further develop the skills of employees to support them to effectively perform their roles within the environment of a significant restructure and new responsibilities. An innovative and holistic program, including a suite of cultural change, and training and development initiatives, was required to further develop core capabilities and behaviours critical to the sustainability of the new model. A number of these employees had recently graduated from Maura Fay Learning development in these critical areas at the intermediate level. This new program of activities required design that would lift skills to both intermediate and advanced levels.
Through analysis and consultation, Maura Fay Learning developed a highly experiential pathway of workshops from intermediate to advanced levels. This pathway provided the client’s employees with the framework, skills and practise to develop core capabilities and behaviours critical to effect cultural change. The program has continued to evolve over the years with additional activities being added to ensure the participants remain challenged.
Maura Fay Learning achieved a very good level of performance with high participation levels, where 95% of participants returned for sessions over multiple days. Evaluations and surveys post program indicated more positive feedback received than most other training providers. Manager/supervisor observations reported improved skills and positive behaviour changes demonstrated by participants. Initially only for the Eastern states, as a result of the success of the pathway, the program was rolled out to South Australia and Western Australia.
Influence and collaboration
A not-for-profit Australian superannuation company.
To increase revenues by equipping their financial advisors with advanced consultative stakeholder management skills for increased influential presence. Also, to shift out of a silo mindset to support the company's transition from public sector to commercial provider.
The client required their middle management team and financial advisors to embrace a mindset shift, away from learnt helplessness from working in silos, to a sense of increased influential presence despite not having the delegated authority. The client also required building the team’s capability to manage up and an alignment of collaborative behaviours that supported a tactical and operational perspective.
Maura Fay Learning developed a two-day stakeholder management solution with techniques and robust contextualised skill applications activities.
Manager reports demonstrated that techniques acquired in the program were implemented immediately throughout conversations within the various departments, supporting more collaborative behaviours. Also evidenced was an uplift in the confidence of the client engagement team to consult with and advise the client’s internal and external stakeholders, as well as to influence and manage up.
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