The Scenario:
Iconic British retailer, Marks & Spencer, are passionate advocates of inclusion. They wanted to deliver:
insights and training to their in-store management teams to ensure that their stores were welcoming to all customers, regardless of personal characteristics, and
the creation of an additional training video for all M&S staff that highlighted their commitment to inclusion.
They sought a specialist inclusion and diversity partner that could help them; Inventum Group was the obvious choice.
The Solution:
1. Inventum designed a bespoke program that was rolled out nationally to in-store leaders.
The program, I-LEAD (Inclusion is Listening with Empathy, and Acting with Diplomacy), delivered targeted training and education to empower M&S colleagues with the skills and expertise to identify inclusion related issues and improvement opportunities. Further, it enhanced colleague’s ability to manage challenging situations in a professional, empathetic, and diplomatic manner, ensuring the highest standards of customer service were maintained.
2. Inventum produced a training video for M&S’s e-learning platform available to all staff, highlighting why inclusion is important to everyone at M&S.
The outcome:
The workshop program created and delivered by Inventum garnered some of the best feedback scores ever witnessed by the Inventum team.
Store leaders were moved and motivated to make a positive change in their approach to colleagues and customers, and all colleagues felt ‘empowered to take a lead’ in being an inclusion champion.
The training video has also been exceptionally well received and is an inspiring and motivational resource for all M&S talent.
Watch the training video created for M&S here: