Case Study
Tyne & Wear Fire and Rescue Service

Leadership and Management Development Programme


The Tyne & Wear Fire and Rescue Service (TWFRS) required a Leadership and Management Development Programme consisting of a series of ILM qualifications and a Neuro Linguistic Programming workshop.

The programme had to cater for all delegates and needed to be designed to reflect their availability as they worked in two distinct shift patterns:

  • Office Staff - Monday to Friday, flexible hours 37.4hrs per week
  • Operational Staff - two day shifts (9am-6pm), two night shifts (6pm-9am) and 4 days off over an 8 day cycle.


Eliesha took over a contract for a Leadership and Management Development Programme from a previous supplier and we had to improve the content, delivery and support provided including bridging the gap between the previous suppliers’ certificate and the new diploma qualifications.

The ILM qualifications consist of:

  • Level 3 Certificate (Effective Management) and Diploma (Leadership & Management)
  • Level 3 Award and Certificate in Coaching
  • Level 5 Certificate and Diploma in Leadership & Management

TWFRS has won awards for diversity and we also had to produce a detailed plan to enhance the ILM diversity unit.


To deliver the wide range of qualifications and associated development paths - and in consideration of limited delegate availability - our L&D consultants designed an innovative blended programme which contained the following activities:

  • Face to Face Workshops
  • Facilitated Action Learning Sets (ALS)
  • Coaching Practice
  • Distance Learning
  • Assessment & Assessor Support
  • Online learning activities/resources

The face to face workshops provided delegates with the underpinning knowledge and understanding for each topic covered. The workshops were designed to be highly participative, stimulating and enjoyable, incorporating interactive exercises for individuals and groups, discussion, storytelling, time for reflection and recap and action planning.

For the coaching qualifications, delegates received 1:1 coaching and began coaching other delegates in workshops in order to gain experience and confidence.  Then, in order to apply and support their learning, they coached or mentored others of their choice in the workplace and reflected upon and recorded their experience in a coaching diary.

To take into consideration the participants shift patterns - and to control costs - the ILM face to face units were reinforced by a range of ILM distance learning units to offer a blended qualification. The distance learning was supported by custom written management development workbooks covering the key topics in straightforward and accessible language.

Each delegate completed ILM assignments and short form questionnaires which demonstrated the practical application of the topics covered and consolidated their understanding. Our assessors provided detailed individual feedback in writing and on a 1:1 basis via telephone or email.

These activities were supported by facilitated ALS’s to ensure the learning was fully understood, embedded in the workplace and allowed delegates to explore their own challenges linked to the themes discussed in their ILM units.

Selected delegates also attended a practical one day neuro linguistic programming workshop, giving them the opportunity to try out innovative techniques for business leadership, development, coaching and personal excellence.  The workshop consisted of a mixture of individuals, pairs and group work, with an emphasis on experiential learning.


The flexibility of the above approach offered considerable benefits for TWFRS and the delegates. They gained a wide range of recognised qualifications, applied their learning in a consultative and collaborative environment, received individual and group support and undertook both face to face and distance learning approaches which supported the limitations of their availability due to the nature of their work. Delegates were delighted by the detailed feedback they received which greatly supported their learning.

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