If Sir Alex Ferguson did T&C

1. If Sir Alex Ferguson did T&C Applying his eight leadership lessons to T&C

2. Start with the foundation • Invest in staff for the long term – progressing readiness • Identify the right people • Skill matching – being good at your job doesn’t make you a good manager • Right blend of youth and experience, sharing information. Tools to share

3. Dare to rebuild your team • Succession planning – clear documented strategy, repeatable model • Graduate Programme – fresh talent, innovation, technical ability • Internal progression – create opportunities through succession, secondments, insight visits • Raise capability – Qualifications, technical certificates, Welsh Government funding for skills • Accreditation – CPD hours • Strong performance – upwards, outwards, sideways management

4. Set high standards and hold everyone to them • Behavioural standards • Focus on customer outcomes • Consequences for non-achievement, Reward & recognition • Aspirational

5. Never, ever cede control • Expectations • Why/Benefits • Explain and understand • Engage • Seek buy in

6. Match the message to the moment • T&C = Trust & Confidence • KYC/Audience • T&C tickbox –ive Opportunity for development +ive • MI should be +ive

7. Prepare to win • Role play – stretch scenarios • Variation – situations • Assessor/Customer - separate people, realism • Assessor Calibration – Exercises, benchmarking • Share success – good practice • Pitfalls – Communicate, poor performance

8. Rely on the power of observation • One of many strands • Positivity • Sharing best practice – motivating • More outside the tick boxes? • Capability of observer

9. Never stop adapting • Review with business • KPIs • New ideas/thinking, technology • Buy in & engagement and building it • Ownership