‘L&D is a culture, not just a department’: Youi

by John Hilton27 Apr 2016
L&D Professional interviews Tim Fisher, L&D manager at the car and home insurance company Youi, for his insights.
L&D: How does your leadership development program work and why is it important?
TF: Leadership development is part of the fabric of our business. Youi has an internal promotion philosophy, so ensuring future leaders are identified and given world class leadership training is fundamental to the ongoing growth of the business.
Leadership training at Youi has four tiers consisting of two bridging programs for aspiring leaders at different levels, an online training program for existing leaders and an MBA standard program for our senior leaders.
L&D: Is Youi’s training more about face to face learning or e-learning?
TF: Both. Face to face training is preferred when inducting staff for internal moves and for the majority of the leadership training. E-Learning is utilised when rolling out changes in our fast-paced and ever-changing environment and for periodic product knowledge checks and annual compliance modules.
Our online training site YouiVersity houses all of our department Standard Operating Procedures and other useful information. The site is available for all staff and is a community environment where each department work with L&D to ensure content is up to date and easy to consume.
L&D: What are the greatest challenges you are facing in L&D?
TF: L&D is a culture, not just a department. The challenge for us is to provide a broad range of learning opportunities, content and mediums that can accommodate the vast array of learning styles, making it easier for people to embrace our learning culture.
L&D: What do you find are the most interesting aspects of L&D?
TF: I find it fascinating how dialogue and written language can create cultural change in an organic way. I have had the privilege of watching consecutive cohorts of employees attend the leadership programs and have noticed how a conversation that took place in previous year has obviously gained traction in the business and informed the views of the current group.
An aspiring leader took great pride in describing their approach to coaching in a session I facilitated. It was almost verbatim from a session that their leader had been in the year before. Ensuring these conversations positively impact culture is a responsibility I enjoy.
L&D: What are some key L&D lessons you have learned?

TF: The more L&D facilitate (rather than teach) the more successful we have been. Human beings have a tremendous capacity to learn and develop and it is our job to facilitate that process. Technology has increased the number of platforms at our disposal but the fundamental job we do is to enable people to be as awesome as they can be. In my mind, that makes L&D incredibly rewarding and important.  

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