A training programme for managers and supervisors of bus drivers
“Influencer: someone who affects or changes the way that other people behave.”
- Cambridge English Dictionary
The What & The Why
An ‘Influencer’ is anyone who has direct, regular contact with a driver and could potentially influence the driver’s behaviour (and ultimately the customer experience). Your drivers need the support and connection from the people around them – the controllers, the duty managers, the supervisors. These people can and will influence how successful drivers are when it comes to changing their behaviour.
To upskill this critical ‘Influencer’ population, we’ve devised a five-part Driving Force Influencer programme to complement the Driving Force CPC programme. For each CPC course, we offer a parallel ‘Influencer’ course for relevant employees.
Each time, Influencers will learn more about themselves and how to succeed in their role. They’ll practise critical communication skills and techniques, but with a focus on the respective CPC topic area. As your Influencers progress through the programme, they’ll develop and build on core competencies. We’ll help each individual to feel like an Influencer – giving them the confidence and competence to play their part.
"Such fantastic work from Carolyn and the team at Understood. Very professional, and the quality of your presentation materials, course content, resources and training are just outstanding. Exactly what we asked for and more."
- HR Director, SPS
"Understood delivered an event which was cohesive, interesting, informative and fun; the feedback has been great."
- Director of Customer Experience, First Bus
"The whole course was brilliant. The facilitator was engaging and understanding. "
- Attendee - A Safer Influence, June 2021
A Valuable Influence
Understand your role as an influencer and the part you play in the driver and customer experience
Analyse the key touchpoints and hotspots of influencer-driver interactions, seizing opportunities to make a difference
Translate your organisational Values into Influencer behaviour
Influence with self-awareness – use EQ and personality to maximise your strengths
Cultivate the right relationships with drivers by personalising your interactions
Inspire your team to achieve your organisation’s Vision
Understand and practise key influencing techniques
Develop critical communication skills to enable more empathetic conversations
Learn to deliver compassionate coaching conversations and provide relevant and fair feedback
Inspire more ‘human’ interactions with customers and colleagues
A Safer Influence
Create a positive safety culture by modelling and promoting safe behaviours
Take responsibility for driver and customer safety by influencing the right behaviours
Customer-service training with a difference. With the innovative use of bespoke film, our immersive masterclass will create an invaluable emotional connection between your employees and their customers.