Action learning can be used in any community or workplace environment . Airport operations are technical and complex in nature and to augment its ongoing technical development, the Turks & Caicos Islands Airports Authority (TCIAA) has embraced the GULL system. In the following sequences, a group ot technical specialists from TCIAA share their foundation level experiences of action learning in air traffic control, airport operations and other areas. Comment by the TCIAA facilitator and interviews with GULL participants (Professional Bachelor Level 2) on 22 July 2009.

Claudia Been-Munnings

Claudia Been-Munnings, Human Resources, Training & Development Manager and group facilitator, comments: ‘I have seen the difference and you’ll be working even more closely together at the next level as you journey together via group projects.’

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DR (initials)

DR (initials), Engineering Manager comments: ‘It helped me to be more aware of who I am and what I want to do. GULL gives you an opportunity to stop and think … I found that I was learning to hold back and to reflect more.’

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ER (initials)

ER (initials), Executive Air Traffic Control Manager comments: ‘It was pleasure to participate in the GULL process. The process helped me to evaluate my own managerial effectiveness in terms of interacting with staff.’

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EM (initials)

EM (initials), Air Traffic Controller & Supervisor comments: ‘I want to endorse the action learning process. You can sit in the Air Traffic Control unit, participate in a discussion and learn so much - it would takes months to learn these same things in a university classroom.’

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JJ (initials)

JJ (initials), Air Traffic Controller & Supervisor comments: ‘I found this to be most enlightening. At the outset, the personal learning statement really opened my eyes as I have not consciously stopped to think about my professional goals before’.

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SW (initials)

SW (initials), Executive Personal Assistant to the CEO comments: ‘It has really opened up a lot for me. It has helped me to reflect on the things that I do day to day and to see where I can improve.’

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The following sequences illustrate the concept of an ongoing personal and professional journey based on the process of action learning. At the foundation stage, the learner creates his/her own outline plan for learning and builds their own web of support. As the learner uses action learning and interacts with others on the journey they advance via small group projects and other activities, reaching expert level after 10-12 months of using the process.

JA (initials)

JA (ML3), Loss Prevention/Security Manager, Sandals Grande St Lucia comments on the GULL diary format and on the progression from daily to weekly and the monthly format.

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MN (initials)

MN (ML3), Resort Nurse, feels that GULL is a beneficial experience – enabling her to explore more widely and in-depth and to interact with a wider cross-section of team members and guests.

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VJ (initials)

VJ (ML3), Director of Guest Services, Sandals Grande comments on the benefits derived from the GULL process – especially in terms self awareness and insight.

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Kids Camp team

LL (BL2), Kids Coordinator, TH (BL2), Kids Coordinator and DGB (BL2), Kids Camp Supervisor (initials):

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NN (initials)

NN (BL2), Telephone Operator, Beaches Boscobel feels that GULL has helped to become a more mature professional.

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GULL participants speak about the transformational benefits of learning at work. The following video-based learning review provides indicative learning insights and outcomes from learners at:

FOUNDATIONS: L2-3

Step 1: Establishing the FOUNDATIONS for personal and professional development at work
Identifying personal learning needs and aspirations, customizing the learning journey, learning how to reflect, to use action learning and a web of personal support (including a personal learning coach); Learning how to learn from each other and to use work-based projects as a vehicle for learning and return on investment (ROI) – for the learner and the workplace.

ADVANCING: L4

Step 2: ADVANCING the personal and professional development process
Stepping-up action learning skills using a web of personal support (learning coach, specialist advisers and others), by sharing learning and insights (with group project colleagues) and managing a project support team (including a project client). Using work-based projects as a vehicle for learning and return on investment (ROI) – for the learner and the workplace.

EXPERT: L5

Step 3: Confident, effective action learners – directing their own learning and careers
By the time that participants reach level 5, they are expert action learners who understand how to use the process for their own personal and professional development and to solve significant challenges at work. They are convinced of the value of lifelong learning, they can track their own development and provide tangible and verified evidence of return on investment for themselves and the workplace. They also know how to facilitate and to coach others in the use of action learning.

This is a breakthrough for me:

‘I am feeling great about the outcomes so far – the process is helping me to ‘feel alive’ again. It’s pushing me to another level and it is helping me to realize that I can accomplish more.’ DT (initials), B Dip. Dining Room Supervisor, Beaches Sandy Bay.

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I love how you are working now:

‘I am doing things in the dining room differently now and the improvements have been noticed.’ WC (initials), B Dip. Dining Room Service, Sandals Negril.

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Cooking means that you have to continually learn and develop yourself:

‘As a kitchen manager, it is vital to facilitate this and to develop multi-tasking skills. The diary format has helped me to think about the best ways of aligning team members with tasks and functions.’ CB (initials), M Dip. Executive Sous Chef (and acting Executive Head Chef), Sandals Negril.

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It’s a phenomenal journey:

‘I had never before taken the time to write about my own learning and development. It has made me think deeply about myself and it has/is enabling me to take stock and move forward.’ CL (initials), M Dip. Front Office Manager, Sandals Negril.

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I am truly excited about action learning:

‘The process is having a profound impact on me. When you work with other people in a group, you learn so much more. I feel empowered and excited about this degree process.’ DAP (initials), M Dip. Spa Manager, Sandals Negril.

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I have found the process so interesting:

‘We are working in groups and sharing – I am learning and hearing new things. I feel more enthusiastic about learning and there a number of Bachelor level students who come to me for guidance. It encourages me too.’ FH (initials), M Dip. Food and Beverage Director, Sandals Negril.

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This process is helping me to make adjustments to my managerial style:

‘I am learning how to coach my staff and to use my time more productively and effectively.’ JG (initials), M Dip. Loyalty Managers, Sandals Negril.

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This process enables me to plan:

‘It is really beginning to make sense for me (in terms of personal/professional development). and I am wholly convinced of the value …’ SB (initials), M Dip. Food and Beverage Service Manager, Sandals Negril.

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I’ve never had the time or opportunity before:

‘To reflect on what I know, where I have come from – and on what’s next. This process is also helping with goal setting, timelines and reflecting on daily events and helping me to learn from reflection.’ TRS (initials), M Dip. Spa Manager, Sandals Negril.

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These video sequences illustrate more advanced learning at step 2: (Bachelor pathway). Featured here are the group project benefits and outcomes from the GULL professional Associate degree (BL4).

Group project learning outcomes: Professional Associate degree (Hospitality & Tourism) (Bachelor level 4)
Reflections on the learning outcomes of group projects by group members at Beaches Turks & Caicos (BTC).

Group 1, Beaches Turks & Caicos

The project: The piloting of a self review framework to assist team members and the restaurant management teams at BTC to enhance service performance. The aim: To create a self review framework as an internal mechanism for gathering feedback on operational variances and identifying corrective action so as to improve online customer satisfaction scores.

Group commentary: ‘We had to re-structure some priorities (over a four month period) to get this project done. We all played our part and time management and togetherness as a group (teamwork) were critical to successfully completing the project. We learnt so much from committing to each other and from this disciplined approach. We have impact the entire Resort. Senior management worked with and supported us – even though there were challenges. In fact, senior management were keen for us to succeed as it assisted them too.

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Group 2, Beaches Turks & Caicos

The project: ‘Operation heart of the house’: Enhancing staff facilities and safety as a mechanism for staff retention and development. The aim: To review, repair and enhance the back of house services and facilities for staff members and the management of goods received and waste management and recycling.

Group commentary: ‘We have members from Maintenance, Water Sports and Accounts. Our differences helped us a lot (specialist skills) – that is why we were able to accomplish such a lot. At the planning stage – the project looked like an uphill battle, but when we started working on it and tapped into our web of support, we were surprised by how much we were able to accomplish. As we made progress, others in the Resort came to us and said: ‘We have wanted to resolve this problem for so long – How did you guys do it?’ We not only found a solution, but we implemented it!’

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Group 3, Beaches Turks & Caicos

The project: To review and improve the accounting procedures for managing and reducing charge backs for guest services. The aim: To develop procedures to reduce and resolve the replacement cost of bath robes provided for guests to use at the resort (but taken by guests on departure) and ensure that the correct charges for ancillary guest services (e.g. babysitting) are posted prior to guest departure.

Group commentary: ‘We found that certain procedures were not being followed and this created a problem. The project has enabled us to review, improve and re-introduce effective measure to prevent the problems we were investigating. We also have evidence that our project has made a significant impact and is saving money and time.’

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Group 4, Beaches Turks & Caicos

The project: Sea shore excursions. The aims: To increase sales through the Beaches, Turks & Caicos tour desk; Increase revenue opportunities through cross-promotion and enhance the guest’s vacation experience on tours by fostering family experiences.

Group commentary: ‘The project process helped us to learn how to really listen – not only to each other, but to what is not being said. As a team we worked together, pushed each other and grew in confidence. We feel that we can achieve more now that we had imagined possible.’

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These video sequences contain individual reflections on the learning journey at the end of step 3 (Bachelor pathway, BL5). At this point, participants are expert action learners who are able to sustain their own personal and professional development, manage their own careers and use the action learning process to manage and yield significant return on investment from workplace projects. The professional Bachelor degree outcomes were also featured on 4 News (at 7pm and 10pm on 10 March 09), Turks & Caicos Islands television.

Learning outcomes, Beaches, Turks & Caicos

Key insights on the learning journey: A short comment from BL5 professional Bachelor participants.

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Reflections by JRG (initials) B Prof. Entertainment Manager, Beaches, Turks & Caicos

‘It was remarkable journey. It taught me the value of teamwork. It also gave me a sense of purpose – this was my journey. It was great to see people coming together to develop something that we all had a hand in.’

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Reflections by RP (initials) B Prof. Assistant Training & Development Manager, Beaches, Turks & Caicos

‘Even as I worked on an individual project, I still felt like I was working in a team with very supportive colleagues and a web of support. This learning journey has changed me. I know myself better, I understand now where I am heading and what I want to accomplish in the future. It was a great, great experience.’

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Reflections by TSP (initials) B Prof. Senior Sales Manager, Beaches, Turks & Caicos

‘This is a great accomplishment for me. I never had an opportunity before. The project brought me respect from the community and from my colleagues and other team members. I have felt encouraged by all my fellow action learners and I have changed in many ways – both personally and professionally. Professionally, I started at BTC as a secretary five years ago and as an outcome of the Bachelor L5 project, I have been promoted to senior sales manager. A managerial position!’

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Commentary by Dr Shelly-Ann Whitely-Clarke, Regional Training & Development Manager, BTC

‘You can have 50 years of experience, but if you don’t have ‘black and white’ (qualifications) and someone else has only one year of experience, but they have ‘black and white’ – the qualified person is going to get the job. We do training every day, but it is the development (and self-development) that is most important. Action learning is the best way to accomplish this because the team member benefits and the company benefits. Action learning has made a huge difference here at BTC. If you have started working already, then the best way to enhance your career is through action learning.’

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REPORTS ON THE EDS-GULL PILOT GROUP OUTCOMES, 15 SEPTEMBER 2008.

The learners who completed on 15 September 08 reported significant personal, professional and organizational benefits. Many of the outcomes are closely aligned with the Group’s ‘Five dimensions of HR’ (Attracting, Retaining, Developing, Engaging, Performing).

The pilot outcomes validate the process and format (personal learning statement, diary) used to enable participants to customize their own agenda for learning and develop skills in self analysis, self help (augmented by a learning coach/web of support) reflection and professional development (e.g. new and modified behaviours, skills and enhanced team working). All the participants said that they now have a better understanding of themselves and what they need to accomplish in order to progress their respective careers at EDS. They also reported greater self-belief, confidence, enthusiasm for their work and self motivation.

Learner case study

I’m happier and more productive at work: ‘I used to be quite negative and now I look for the positives. The relationships with my co-workers have improved dramatically. We now listen to each others’ suggestions and work more effectively as a team. My co-workers have told me that that I smile much more now than in the past and I have been able to step up the pace at which I work.’ SW (initials), B Cert.

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Leader highlights: EDS-GULL CBS leader comment:

Leader: In the ‘top 2’ experiences of my career: ‘The GULL pilot was a ‘top 2’ career experience. From a succession planning standpoint, I learnt more about the people in this room in eight short weeks than I probably would have done in eight long years. You did this in your own time and with the purest of intentions – to learn even more. I see terrific things for each of you – as leaders of tomorrow and as future GULL facilitators so that we can take this process all the way through our entire organization.’

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Sponsor highlights: EDS-GULL CBS sponsor comment

Sponsor: Great passion, spirit and commitment: ‘Today we are celebrating the passion, spirit, commitment and outcomes that our GULL participants have demonstrated. I am delighted by what you have achieved and excited about all that lies ahead. Our CBS initiative is designed to support the Group’s five dimensions of HR: Attracting, Retaining, Developing, Engaging and Performing. It is clearly working. Thanks to Nancy Arnett and her team, and to Yvonne Brown. They have given their time, commitment and energy to make life better for our people.’

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Team member 1

I feel smarter and sharper: ‘The learning process has enhanced my capabilities by enabling me to try different ways of achieving a better outcome. I can clearly identify changes in my own behaviour. I think I perform more effectively at work, especially in a team. In terms of the future, I feel smarter and sharper. I really do feel that I can and will come out on top.’ PC (initials), B Cert.

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Team member 2

This is very powerful self-help: ‘You learn a lot about yourself and you learn it from yourself. This is great for Eurest – when you have your people taking care of themselves it generates so much more productivity and it helps with work and life. I know many people who would benefit from this journey – and I’ve been talking about it!’ MF (initials), B Cert.

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Team member 3

I’m a more confident professional: ‘I have been able to learn new things and I feel that I am a better professional. I also feel more confident and I now know I can do more. I can think more effectively too and I have (for the first time) been able to help my kids with their homework. They are encouraging me to keep going! – I too want to keep going.’ IG (initials), B Cert.

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Team member 4

I’m better equipped for my new role: ‘Each person is different and the process has helped me with the transition to a management role. I feel that I am making better decisions at work too and in everyday situations. It gives you the chance to do something important - I wouldn’t have had the time or the opportunity to do it on my own. The learning and the reward (certification) has given me a real boost.’ AI (initials), B Cert.

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Team member 5

I’m better at communicating and motivating: ‘I am learning from action and reflection and putting into practice – every day – the new things I am learning. The process has also helped me to change my way of communicating with and motivating others. Action learning helps you to see everything more clearly. It will yield benefits for you in this company and also in life.’ MR (initials), B Cert.

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Team leader 1

I’m more confident and ready for the future: ‘I’m surprised by the change in me – my family have noticed it too. I’m much more confident and ready to embrace the future. I enjoyed the process so much that I couldn’t wait for Nancy’s phone call with feedback on how I did. I could see the EDS/GULL process working on a big scale … This could definitely be a great tool for a lot of people.’ BS (initials), B Dip.

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Team leader 2

I’m wiser and better organized: ‘This process has helped me to become more organized. By reflecting on the past week and forming new solutions to the issues arising, EDS/GULL is making a big impact on my career and the people around me. I’m not making the same mistakes twice and I’m coming up with better game plans. It can only mean a better future for me and for the company.’ CT (initials), B Dip.

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Team leader 3

I’m a more analytical and effective manager: ‘I found that by analyzing my actions I can create a positive change. My learning coach was invaluable in helping me to change. As I evaluate my actions, it also helps me to remember the most successful behaviours. This process has enabled me to develop myself and this can only help me to become more valuable to my employer too.’ KW (initials), B Dip.

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