Passionately curious about creating human connection and understanding.
At Understood, our vision is to create a world where every employee and customer feels connected, valued and understood.
Human connection is at the heart of every successful organisation. Understanding each other is the key to building stronger connections and creating better experiences.
Our mission is to provide organisations with the tools and training to promote a culture of connection and understanding, transforming how teams and businesses work together.
Our approach is investigative and consultative…
We review. We question. We listen. We understand.
We take the time to really get to know your organisation, its customers, and its challenges. We listen closely to your employees and dive into all the insights you share with us. This helps us fully understand what matters most to you.
We love designing brilliant learning experiences! We mix things up with interactive sessions, lively discussions, live actors, and engaging multimedia. We create high-quality resources that truly resonate with your team.
We work with you to devise the best comms strategy for success. Together, we’ll give your programme its own unique identity, build an internal brand, and use multiple channels to connect with your audience.
We’ll pair you with the perfect facilitator from our experienced team. Or we can take a ’Train the Trainer’ approach and train up your own people to deliver.
After each session, we provide detailed feedback and reports to keep things on track.
From management coaching to digital learning content, and support with recruitment and induction, we help make sure the learning sticks. Plus, we can work with you to define ’Brand in Action’ behaviours to support sustained culture change.
If it comes across as fake or just ticking boxes, it won’t resonate. We take the time to understand what truly matters to both employees and customers.
If you want employees to dazzle customers, you’ve got to dazzle them. We’re obsessed about delivering something that’ll knock their socks off.
People come first—employees and customers. If it feels personal to them, it shows you care. And when you care, they will too.
Top-notch training can inspire people to think, feel and behave differently. But for how long? It won’t last forever without regular TLC.
Building stronger connections and creating better experiences.
Everything we do is focused on driving engagement for both employees and customers
We build strong, authentic relationships with our clients – based on trust and collaboration
We have high standards. We obsess over the details. We like people to feel good and we like things to look good
Rooted in behavioural science and centred on the human element, we don’t just teach skills – we spark the desire to use them
We don’t just analyse; we offer practical, down-to-earth plans to help you improve and guide you through the ‘what,’ ‘why,’ and ‘how’
At the heart of it all is our belief in human connection and genuine understanding, making every learning experience meaningful and memorable
Carolyn has designed customer experience and employee engagement programmes for many leading organisations. Time and time again, she saw how poor employee and customer experiences arose due to feelings of disconnection. Understood was founded to address this challenge, offering focused and engaging training, consultancy and communication solutions to help reconnect employees with their customers – and each other.
A former TV producer, Simone is a digital content creator. She brings her 20 years of editorial experience in television production to the digital marketing world, helping reach and engage with audiences through enticing written and visual content.
Katherine’s a project and account manager with years of experience working for high profile clients. She manages all the logistical elements of filming production and training programmes with energy and efficiency.
Claire has buckets of experience when it comes to designing and delivering top-quality training. She’s passionate about creating positive work cultures that build individual skill, untap potential and develop winning behaviours. As a coach and facilitator, Claire’s approach is compassionate, collaborative and challenging.
Jonathan has a 20-year track record delivering drama-based business training. Though diverse, the approach is always similar – robust, engaging, flexible and with a strong focus on supporting the development of participants, building confidence and personal impact through effective communication. Jonathan has delivered Customer Excellence programmes for a wide range of organisations.
Paul has worked across the private and public sectors, delivering sustainable change, capability and growth. His experience of delivering transformational change and his passion for organisational development is now focused on helping others identify, lead, and deliver change.
Customer experience and employee engagement specialist.
Vast experience in devising data-driven, strategic programmes to help organisations prioritise their customer experience. Passionate about equipping, engaging and empowering employees to do the right thing for customers, every day.
Deborah (aka Debs) Erwin is a professionally qualified youth work practitioner and consultant with over 23 years’ experience comprising youth work, youth service management, research, and programme design. As an experienced facilitator, Debs brings a strong person-centred and participative approach to group work.
Adrian has 40 years of sales expertise spanning FMCG, B2B, B2C, and Financial Services. He holds professional qualifications in Financial Services, coaching, and sports psychology. His ILM coaching and mentoring experience, coupled with an empathetic approach, make him a positive, growth-oriented professional always ready to help and advise.
Gabriela Weglowska is a Learning & Development practitioner with over ten years of experience working in an international business environment. She designs, develops and delivers face to face, digital and blended learning solutions on the topics of intercultural competence, soft skills and diversity & inclusion. Her passion and mission is to connect people to the right skills, knowledge and behaviours to help them thrive.
Gary has more than 25 years of experience in the field of Learning & Development. He’s highly skilled in the design and delivery of training and his expertise is helping others to learn, so that they can develop their capability and confidence to enable them to perform their roles to the best of their ability. Gary is an Authorised Partner for Everything DiSC® and The Five Behaviours®, as well as a Certified Strengths Profile Practitioner.
Nicola has 20 years’ experience as a Learning and Development Consultant. She is a highly skilled facilitator and works with clients throughout the world. Nicola also teaches business, leadership, management and coaching at the Open University Business School, teaching on their prestigious MBA programme. Nicola is a highly motivated and engaging specialist in consultative style training delivery.
Victoria builds D&I into organisations in a way that supports and enhances their best asset – their employees. She has worked across different industries from global technology companies, charities to regional government bodies. Victoria has conducted numerous D&I health checks within the professional and technology sectors. She delivers interactive and impactful training on topics such as overcoming unconscious bias in the workplace, inclusive recruitment and selection and EqIAs.
Andy is an actor, presenter and trainer who specialises in delivering behavioural change through drama-based activities which reflect the emotional reality of the workplace. He has most recently co- devised and delivered our virtual Staging the Conversation workshop.
David worked for more than 25 years as an actor and theatre director. He now brings those skills to his work as an empathic and effective coach and facilitator, delivering group and 1:1 sessions enabling clients to discover and practise authentic communication skills with confidence, clarity and courage. He has most recently co-devised and delivered our virtual Staging the Conversation workshop.
Matt is an experienced actor and coach, who is equally at home working one to one with a client as he is with delivering forum theatre in front of hundreds of delegates. Be it scripted pieces, or improvisation, in person or on film, his enthusiasm and passion for bringing training to life results in memorable and rewarding sessions each and every time.
Ben is an experienced, award-winning director and filmmaker. A specialist in producing high-end corporate videos, Ben is extremely creative and has a keen eye for detail. Most importantly, he’s a natural when it comes to making contributors feel at ease on camera.
Will is a specialist in cinematography (lighting, framing & camera), as well as a proficient location sound recordist. He’s an award-winning filmmaker who brings creativity and original ideas to new projects.
Experienced eLearning developer and digital instructional designer with a keen eye for detail.
Specialises in creating engaging, interactive and industry-leading eLearning training modules, pulling from best practices across a range of disciplines.
Joe is a writer for stage and screen. He is Playwright on Attachment at the Finborough Theatre and First Story Writer in Residence at Landau Forte College Derby. Joe scripts and storyboards all dramatised films for Understood. Enlisting his talent and expertise has taken the production value of our content to the next level.
A Graphic Designer and Presentation Specialist, with over 16 years of experience, Jeanine’s speciality isn’t just design that looks pretty, but thoughtful design that creates long-term, scalable business value. She embraces the arts and technology equally, providing guidance to clients that pursue influential change through their products and services.
A Senior Designer with over 12 years of London Design Agency experience, Adele has experience working across a variety of industries. She specialises in the production and project management of high end proposals, investor pitches, presentations and marketing collateral in both Adobe applications and Microsoft Office.
