Southern Water
Engagement training ahead of regulatory change
Background
Ahead of the 2019 regulatory price review, Southern Water knew they needed to train their customer-facing staff in the importance of effective stakeholder engagement.
As an organisation, Southern Water works with a wide group of stakeholders throughout the country: from politicians at national and local level, through to consumer and environmental grassroots action groups.
With the introduction of the PR19 price review, it was essential that all customer facing staff understood how to engage and communicate on behalf of the business. Silverstone Communications were chosen to partner with Southern Water to drive this understanding.
Solution
We designed and delivered interactive seminars for 150 senior managers across the business.
We understood that the managers at Southern Water needed to be aware of how they could play their part in the engagement process.
When crafting the training package, our focus revolved around delivering sessions in an interactive and captivating format.
Impact
Southern Water could demonstrate to the regulator that their staff really understood the importance of stakeholder engagement and their role in the process.
As a result of the training, we were able to:
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produce case studies which showed good practice and also highlighted what happened when stakeholder engagement was not effective.
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use role play and tabletop exercises to train their colleagues.
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produce a toolkit to remind their teams of the rules of good engagement.
Southern Water really demonstrated that colleagues understood their role in stakeholder engagement.
“The training was relevant, informative and practical.
Thank you.”
Southern Water Manager