Leadership & Management


For every client solution we deliver, we look at what's happening 'above and below' that intervention in the organisation, aligning it to our Brand Ladder - see below.

To enhance the learner’s experience, everything sitting 'above and below' comes into focus as part of our solution. Service excellence starts with clarity on the organisational purpose and feeds through every step of the ladder. If any of those steps are missing, customer experience will be impacted.

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Brand Ladder

Brand / Purpose

Having clarity on the organisations purpose and what you want it to stand for.


Having a strategy which enables you to achieve your purpose and one which everyone understands.


Having the right culture and one that informs your leadership behaviours.

Leadership Behaviours

Having leadership behaviours aligned to your desired culture (rather than leadership behaviours that inform your culture)


Having the right skills in place to measure effectiveness.


Having people who care about the organisation and the role they play within it

Customer Experience

Using the skills you have developed to ensure superior customer experience.

Leaders & Managers

We have experience delivering at all levels within an organisation; from Executive Board level through to front line and shop floor team members.

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Our Approach

In our experience participants respond to a facilitative delivery style that is not dominated by the trainer and encourages involvement.

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At Instep, we can offer a range of ILM and CMI qualifications, being an Accredited Centre for both.

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Style of Delivery

We work closely with our clients, facilitating a learning experience that is engaging, relevant and fun, whilst always ensuring we have a clear view of what that will look like in the workplace and what difference it will make to overall business.

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Our tailored approach
in action

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