WILSON CONSULTING 'Human Resource Development Specialists'

We care about your people, so when we work within organisations, we partner with leadership to develop employees through learning and development interventions - education through facilitation with individuals and groups. When we meet with the leaders within organisations we work together to develop and design programmes that are aligned with what the organisation wants to accomplish. Simply, working with employees to increase their performance through developing skill & competency and managing change and culture- from fear, to a no-blame empowered workspace.

Since two thousand & three (2003), Wilson Consulting has been working with government organisations within the Caribbean providing solutions in,

• Management consultancy
• Education and management
• Human capital and organisational development

We design strategic intervention(s) that meet the need of employees who are then able to meet the need their internal and external customers. As specialists in change, culture and human capital development, our goal is to partner with organisations to increase employee performance through skills and competency development working throughout the workplace with the: -

• Individual
• Department 
• Organisation

Our approach, we work the leaders within the organisation to design programmes that are aligned with what the organisation wants to accomplish. We care about your people, so we manage change and culture development by promoting creativity and openness that draws employees out and increases buy-in within the desired space of a no-blame empowered workspace. We develop individuals and groups so that the organisation can bridge performance gaps. 

Our work with the Public Service, Tax Administration Jamaica 2003 - 2012

In two thousand & three (2003), Tax Administration Jamaica approached Wilson Consulting to assist the ministry with a project - the subject matter voluntary compliance. We approached the process with a simple question, why don’t you want to pay tax?

We set off around the island talking with Jamaican’s from all walks of life, within revenue centers and airports (customs) randomly sampling the Jamaican public capturing survey data. The answers were not what we expected to hear, rather than a public that resisted paying tax, lack of compliance seemed to be a trust issue with taxpayers saying, “we don’t see where our money goes”.

Special Projects Consultant [External]

The project was rolled out in three (3)phases and commenced using an external consultant method. Following phase one (1) of the project, the model was then changed to an internal consultant model so as to increase project roll out and manage the project closely across the island.

1. An island wide survey - Random sample taken of the Jamaican public across all parishes including airports) to understand why Jamaican’s resist voluntary compliance as a tax model.

1.1Qualitative survey

1.1.1. Collection of qualitative data

1.1.2. Analysis of qualitative data

1.1.3. Report (post report, ministry instruction to implement recommendations recommendations across the island)

Change Culture & Specialist [Internal]

Strategic design and implementation of organisational change intervention for Tax Administration of project

2. Design strategy - Organisational & Learning and Development Strategy across the ministry 

2.1 Human capital development

Strategy to increase skill and competency

2.1.1. Develop intervention

Sessions designed to increase skills and competencies for in-house trainers, coaches/change champions & managers 

2.1.2.Non human development

Tools and capital acquisitions needed to drive change interventions (from head office through to revenue centers islandwide

3. Deliver and implement islandwide strategy

3.1 Islandwide delivery of training & development initiatives across all revenue office; from Tax Administration Jamaica through to Jamaica Customs

Change Culture & Specialist [Internal] 

Wilson consulting was asked to continue the internal consulting model and a decision was made to work as an internal consultant until 2012. 

 During this time, we remained responsible for project role out as well as for the design of curriculum & delivery of training and development for upper management (legal team, property management department 

and senior management team) inclusive of the direction of the evaluation department focusing on ‘formative & Summative’ evaluation techniques. 

Project Highlight {phase three (3) roll-out} 

One (1) of the internal projects recommended was focused on taxpayer education and service, a programme designed to meet the frontline need of the taxpayer at the point of their need within the revenue center(s). 

The programme, ‘Introduction to Tax Law’, designed to increase the competencies of frontline officers and address the taxpayers need across the varied tax regulations (and laws). Increasing the competency of front-line officers though out the ministries revenue centers inclusive of Jamaica customs was done so that frontline officers could assist travelers and adequately enforce and answer revenue related questions to both the Jamaican public and or international visitors a like.

This learning intervention was written, developed and co-facilitated by Wilson Consulting and a team of lawyers from Tax Administration Jamaica as part of the on-going need to increase voluntary compliance and exceed the customer service for taxpayers. ‘Introduction to Tax Law’ proved to be extremely successful that a decision was made to add the programme to the post graduate diploma programme for auditors preparing to work within the revenue centers throughout Tax Administration Jamaica. The programme is now facilitated MIND (Management Institute for National Development), as well as being facilitated within Tax Administration Jamaica. To-date, learning interventions developed as part of the three (3)phase project rolled out have since become organisational norms 

Organisational Change Development & Consulting Services

Wilson Consulting focuses on partnering with organisations who want to implement long term strategies that become workplace norms that increase performance and develop employees who meet and exceed the need of the organisations internal and external customers. Our promise, to effect the culture and simulate change by improving individual and organisation effectiveness through training & development programs; by working with the leaders within organisaions to ensure their goals are in alignment with their strategic business plan. 

Every organisation has a different dynamic and way of working, so we work collaboratively to successfully plan and implement workplace changes; you know your organisaion and we know change, so we work together to develop a culture that is healthy, safe and creative – a culture that performs through increase in skill and competency.

Organisational Change Development & Consulting Services

Moving from a culture of fear to a culture with no-fear, from a blame culture to a no-blame culture that leads to employees being accountable, innovative and creative thinkers. Fear and blame are used because of the short term results of employees who seem to be focused on working hard, but in time it always leads to a workplace where employees do enough to not get in trouble and or get fired. A no-fear and no-blame culture moves from the short term result in employee performance to long term sustainable gain, that sees employees take ownership and give to the workplace with the enthusiasm (behaviour akin to an employee who owns the business)... 

Simply, a no-blame culture liberates an organisation, which can be seen in such benefits as improved delivery and increased customer satisfaction. Rather than blaming an employee, teams get together looking for solutions, the organisation learns and the person(s) grow and do not approach projects with fear (Fear/Blame-Culture, are reactionary employees don't want to get in trouble, so they don't try - they just do as they are told). Being a part of the solution sets people free to focus on and accomplish tasks, learn, increase skill and collaboration; the team wins and customers benefit. Instead of blaming and sabotaging projects or employees take ownership, work together and deliver. Employees are happier and customers satisfaction becomes the norm. 

It's as simple as 'Tug of war', it's not the team with the strongest individuals that win, but the team that pulls together... 

Team Effectiveness

Our focus is development, working with the human element to positively affect the non-human factor, to bring balance within the organisation. We do this by assessing the readiness of the organisation (whether they are trying to adopt new technology or change their culture or restructure the way the organisation works)

A variety of options are available for improving team effectiveness, including but not limited to, defining a team and identifying key competencies and behaviors. We support teams in improving work relationships, communications and team deliverables such as,

?   Team Diagnostic Self-Study

?   Facilitating Team Effectiveness

?   In-tact Team Development Retreats

Coaching

Coaching services are available to leaders who want to enhance their effectiveness in their current role and engage employees to reach their highest levels of performance; such as,

?   Executive Coaching

?   Leveraging Leadership Assets

?   Multi-rater Assessment and Developmental Feedback

Individual/Organizational Assessments

Assessments can be done on an individual or organizational basis using Myers-Briggs Type Indicator (MBTI), DiSC, Hogan Assessments and Leadership Practice Inventory (LPI).

Leadership Development

The Leadership Development programs are designed for managers and supervisors who want to maximize their leadership potential and effectiveness.

? Coaching Skills for Managers

? Improving Interpersonal Communication

? Critical Thinking

? Management Essentials

? Delegating Essentials

? Overcoming Delegation and understanding the process from the beginning to the end of the individual and or team project

? Decision Making

? Making touch decisions and releasing your team

? Managing employees in the workplace

? Preventing workplace and discrimination in the workplace

? Fundamentals of good leadership

Training and development

? Training and development interventions

? The importance of training design and content

? Assessing training needs of an organisation

? Career management and development

? Employee training programmes and learning contracts

? Methods of training, mentoring on-the-job and the importance of job rotation

How we approach developing your people 

I came up from the ground floor, Over twenty five (25) years ago, I started cleaning toilets and mopping floors - which allowed me to understand how important individuals are - I wasn’t just handed a mop bucket, I was trained. I was actually given the 4me of the day and I was shown how to mop and clean (skill based learning). I didn’t realize that a mop had more than one side and that there was actually a technique to cleaning a floor (both for safety and cleanliness). 

Have you ever walked into a smelly public toilet versus a five (5) star hotel bathroom? It’s more than just the smell that puts you off... The difference, a five (5) star toilet is a respectful experience designed with the human being in mind (the importance of a simple experience). When hotel employees sanitize, every bathroom is finished with the same excellence (including how they fold the towels and place the soap just so), hotel employees are trained to perform a task that delivers excellence in customer service. It’s not just about cleaning, the team who develop those employees have designed an experience that is customer centric. They do what they do to impact the customer; customers who they may never see, but those customers appreciate it. Especially after being on a very long flight from New York to Cape Town. Those employees, who fold those perfect towels, they do so beautifully because they are trained and developed to provide their hotel guests with the utmost in customer service. 

It would be easy for me to talk about corporate training, culture and change, sales training and the facilitation of management development of which we do and have done with excellence within many organisations. But, what I have tried to communicate here is how important development is; even if it is just the development of one individual whose job is to mop the floor. ’Wilson Consulting’, is focused on excellence, we don’t just train, we take on projects with organisations who want us to design interventions that change people, effect culture and increase performance that indirectly and directly impact your customers.

When you increase competency and skill with the customer in mind, when you develop employees by focusing on the experience of the individual human element within an organisation sustainable change happens. Simply, employees are empowered and do their work with the customer in mind. Organisations who have employees that do more than just their job, understand how important strategic human resource development is. If you have never approached developing your organisation with this approach, we would love to work with you to develop and design a programme that positively effects the human element within your organisation so that your employees can meet and exceed your customers needs. Whether we develop employees on the shop floors or the executive level we do so to increase - we never forget who you are and how important your customers are to your success... 

In conclusion, it doesn’t matter whether your employees are mopping a floor or closing a deal, we work with your employees to increase their skill and competency so that they can meet and exceed your customers experience in a positive way. Happy customers equals repeat business, but more importantly leads to loyal customers who recommend that their customers become your customers. 

We look forward to hearing from you and working with your people, 

Kurt Wilson Lead Consultant

For more information don't hesitate to contact us right here on LinkedIn or,

Skype: kurt.wilson.skype | Cell: +27790495115 (local dialing 0790 495 115) or contact us right here on LinkedIn