Workshops deliver Highways to Excellence

Hounslow Highways held a series of workshops for its operational staff last week which focused on positive interaction with members of the public.

The Highways to Excellence initiative was a joint approach between Hounslow Highways and its sub-contractors to reiterate the importance of the way they work and communicate with residents when on site.

Topics addressed included first impressions, verbal and non-verbal communication and customer focus.

Hounslow Highways Service Director Rob Gillespie said: “The appreciation of the technical tasks we carry out is seldom seen by road users, other members of the public and businesses, because not everyone sees our tasks in the same way we do.

“These workshops put us in the eyes and minds of the customer and are designed to help us appreciate their perspective and give us the tools to ensure that every experience the public or businesses have with our teams is a positive one that delivers added value to them.

“There is always room for improvement and Hounslow Highways provides personal development opportunities to its staff and operatives on an ongoing basis to enhance our service.”

Over 100 team members attended the training at Lampton Park Conference Centre, run by training partner Haven Training and Development.