My Personal Growth Booklet

MPG Be Your Brilliant BestMY PERSONAL GROWTH PORTFOLIOHL/BYBB My Personal Growth HEATHROW LEARNING LEARNING A collection of learning opportunities available to everyone B3 Y0UR BR1LL1ANT B35T HEATHROW MPG HEATHROW LEARNING

We’re here to inspire you to be your brilliant best, because when you’re at your best, Heathrow is at its best.2

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Welcome to My Personal Growth. Personal Growth is one of Heathrow’s learning portfolios, developed alongside our people, to give everyone an opportunity to develop their behaviours, skills and abilities. This portfolio enables you to choose the learning you need to achieve your goals and aspirations and be inspired to be your brilliant best. How to use this booklet How to make the most of your learning opportunity At Heathrow you are empowered to take responsibility and shape your learning and »» Talk to your line manager about your development to help you grow within or learning needs and aspirations beyond your current role. »» Search through Learner Home for your area The technical part of your job you’ll learn of interest (see opposite for access) within your function. The learning options here will help you open your eyes to new »» Select the module you’d like to enrol on ways of approaching situations, dealing with (face-to-face sessions will require approval people and getting things done. Whether from your line manager) you need to work on your IT skills, problem- solving skills or consider how to approach »» Complete your learning a difficult conversation, there are learning »» Share your experience and key takeaways opportunities available for you. with your colleagues and your line manager. Your best ally is your line manager who will Discuss how you will use your new skills in support and encourage you to share your your role aspirations and learning experiences. »» Reflect back on how this learning has helped4

Understanding our icons What is getAbstract? How to enrolWe all learn in different ways and have If you love to read but never seem Go to: Hub+ > Weblinks > My Careerdifferent amounts of time available. to find the time, then getAbstract and Development > Learner Home >We offer many different opportunities is perfect for you! getAbstract is an and use the search function search forso you can create your own unique online resource consisting of hundreds your topic. OR...learning blend that works for you. of business books compressed intoSo, whether you have 5 minutes, 20 short summaries which can be »» Go to ‘My Learning’ and selectminutes or a whole day available we downloaded to any device to read or ‘Browse for Training’ in the drophave options to suit your learning style, listen to. It also hosts lots of TED Talks down menu to browse for topicstime and role commitments. and Video Talks as well as economicTo complement the agile way in reports all digestible in less than »» Identify the learning module you’dwhich we work we have hundreds of 10 minutes. like to completeexciting online learning resources youcan access at any time on any device. Each of our summaries is formatted If your session is face-to-face:You might choose to complete some using getAbstract’s proven template »» Request the session you’d like to joine-learning on the train, listen to an to maximise knowledge retention. »» Your line manager will need to logaudio book in the car or watch a Ted All summaries are comprised of aTalk on your break – there’s plenty of rating, top takeaways, a full summary, in and approve your request (givevariety to energise your mind. significant quotes, author biography them a nudge as they won’t receiveThroughout this document you’ll find and other key points. an email)icons which indicate how the learning »» Once approved you’ll receive ais delivered. Here’s a guide to what placeholder calendar invite and yourthey mean: joining instructions »» If the session you’d like to join is full Online please add yourself to the course and Learning you’ll be added to the waiting list after your line manager’s approval.Face-to-face If there are no dates available pleaseWorkshop click on ‘notify me of new session’ to let us know you’re interestedgetAbstract »» If you ever want to view the statusBook Summary of your request then you can find it on your training record (viewTED/Video getAbstract is situated on the My your training record within the MyTalks Career and Development website Learning drop down menu) homepage. If your session is online: »» Request the e-learning you’d like to complete »» You’ll be automatically taken to your training record »» Click ‘Launch’ 5

personal development Personal Development 6

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Leadership, Building Management Relationships & Individual Learning Developing great relationships with our colleagues and stakeholders is essential to achieving successful outcomes and What would you like to learn about? satisfaction in your job and career. Building professional and long-lasting relationships at work will help create a culture of »» Building Relationships pg8 collaboration, diverse thinking and ideas, trust, respect and »» Career Development pg9 honest communication. The stronger your relationships are the »» Change Management pg9 happier and more productive you are going to be at work. »» Coaching & Mentoring pg12 »» Communication Skills pg12 Online Learning »» Confidence pg13 »» Creativity & Innovation pg13 »» Developing a Networking Mindset »» Developing Our Culture pg14 »» Creating a Good Working Atmosphere »» Diversity & Inclusion pg15 »» Working in Teams »» Facilitation & Training Skills pg16 »» Discover the Power of Great Collaboration »» Personal Impact & Influencing pg16 »» Leadership pg17 Face-to-face Workshops »» Leading Teams pg20 »» Performance & Attendance »» Internal Consulting Skills 1 day »» Introduction to Stakeholder Management 1 day Management pg20 »» Honest Conversations 1 day »» Personal Productivity, Efficiency getAbstract Book Summary & Effectiveness pg21 »» Self-Development pg21 »» When Digital Becomes Human »» Speaking in Front of an Audience pg22 »» The Art of Connection »» Stakeholder Management pg22 »» Together Is Better8

Career ChangeDevelopment ManagementCareer Development is a unique and lifelong process of Change Management is the process of managing peoplemanaging learning and work to move towards your personal through a period of change, helping them through thegoals and ideal future. For successful career development emotional journey until they accept the change. A structuredwe must acquire skills and develop behaviours that make us approach will help you to prepare, equip and support individualsemployable, keep us current in today’s ever-changing world and to successfully adopt change to achieve the business outcome.give us breadth of experience and knowledge. We must also Changes are unique but there are tools and models you canbecome resilient in the face of challenges and inevitable role learn about and use to help you manage and understand thisor career change. To effectively manage our career we must process. Resistance to change is a natural phenomenon, sodevelop a positive and resilient mindset. Continuously learning managing change in a structured and controlled manner isand exploring the opportunities around us will give us different essential for success.perspectives, whilst building a strong professional network toprovide you with career guidance and support. Online Learning Online Learning »» Experiencing Change »» Kotter’s Eight Phases personal development / LEADERSHIP, MANAGEMENT AND INDIVIDUAL LEARNING »» Thriving in Change of Change »» Winners and Whiners »» Changing Your Team’s »» Building Your Career Skills »» Using Change Culture Quadrants to Define Face-to-face Workshops »» Making the Change and Deliver Change »» Seeing Change »» Career Visioning 1 day »» 10 Habits of a Through Successful Change getAbstract Book Summary »» Challenging the Communicator »» Up Is Not the Only Way Status Quo »» Help Them Grow or Watch Them Go »» The Career Advice You Probably Didn’t Get Face-to-face Workshops »» Leading Through Change 1 day TED/Video Talks getAbstract Book Summary »» Measuring What Makes Life Worthwhile: »» Change Management Masterclass Chip Conley »» Leading Successful Change »» The Power of Believing That You Can Improve »» Our Unhealthy Obsession with Choice: Renata Salecl TED/Video Talks »» 5 Ways to Lead in an Era of Constant Change: »» 8 Secrets of Success: Richard St. John »» The Puzzle of Motivation: Dan Pink Jim Hemerling »» Be an Opportunity Maker: Kare Anderson »» The Untapped Genius That Could Change Science »» How to Get Back to Work After a Career Break: for the Better: Jedidah Isler Carol Fishman Cohen 9

LEARNING HL / BYBB HFV B3 Y0UR HEATHROW LEARNING BR1LL1ANT Stephanie Constantindes / PASSENGER EXPERIENCE MANAGER B35T HEATHROW LHR HEATHROWAIRPORT

I took off in anew directionAs a Passenger Experience Manager in T2 I take care of our passengers’and colleagues’ wellbeing and safety to help the airport run smoothly.I’ve learned a lot in the different roles I’ve had at Heathrow in my sevenyears here, which is great as I love learning. I’ve also been involved inprojects where I really had to jump in at the deep end and put myfears aside. Pushing myself like this has helped me to take on toughchallenges and get the most out of everything.Proud is a brilliant example. Representing the LGBT I was also part of the Making Every Journeycommunity at Heathrow wasn’t something I set Better programme which gave me the chance toout to do – another colleague had to talk me into go on loads of training courses. From personalit! When I realised I’d be on screens in the terminals development through to how to present and insightsand baggage halls, my face just dropped. But it into your own strengths and weaknesses – soturned out to be the most awesome experience and much of it has changed the way I do things. OneI’m proud if it helped anyone feel inspired to come course was all about project waste and comparedout or just feel good about being themselves. inefficiencies at work with those in your kitchen. So now my tea bags are next to my kettle and myWorking on High5 was another huge first for me. kitchen is properly organised!I spent a year delivering the programme to othercolleagues. At first, I found it extremely challenging,I just didn’t want to stand up in front of people. Butonce I’d developed my presentation skills, I lovedevery second of it and still miss it today. CASE STUDY 11

Coaching Communication & Mentoring Skills Coaching & Mentoring are development methods which use Brilliant communication is the key to success. Developing your one-to-one conversations to enhance an individual’s skills, communication skills will help you in all aspects of your life and knowledge or work performance. Coaching focuses on specific is an essential tool in achieving productivity and strong working skills and goals that the coachee wants to work on, although it relationships within all levels of the organisation. As a professional may also focus on personal attributes such as communication in our fast-paced digital world, it’s vital to have excellent verbal or confidence. Mentoring tends to describe a relationship and non-verbal communication skills. While some people are in which a more experienced colleague shares their greater born with the ability to speak and write eloquently, others need knowledge to support the development of an inexperienced to cultivate this skill with time and effort – and it’s well worth the colleague. Both mentoring and coaching relationships tend investment! Being a great communicator will help you reach peak to last for a pre-defined period of time or form part of an on- performance, achieve your goals and excel your career. going leadership style. Online Learning Online Learning »» Coaching Essentials personal development / LEADERSHIP, MANAGEMENT AND INDIVIDUAL LEARNING »» Approaching New »» Persuade, Inspire and »» Coaching & Mentoring Customers Communicate with »» Asking The Right Questions Storytelling »» Giving Tough Feedback »» Expressing Yourself Face-to-face Workshops »» Body Language »» Communicating with »» Introduction to Coaching 1 day »» How To Be Assertive Emotional Intelligence »» Coaching to Lead 2 days »» How to Talk so People getAbstract Book Summary »» Communication, »» The Coaching Habit Listen Influence & Teams »» The Tao of Coaching »» Discover the Power of »» What It Takes to Be a Great Leader »» Active Listening Great Collaboration »» What’s Not12 Being Said? Face-to-face Workshops »» Insights Discovery Half day »» Honest Conversations 1 day »» Presenting with Impact 1 day getAbstract Book Summary »» The Listening Leader »» How to Talk to Anyone TED/Video Talks »» If a Story Moves You, Act on It »» How I Learned to Communicate My Inner Life with Asperger’s: Alix Generous

Confidence Creativity personal development / LEADERSHIP, MANAGEMENT AND INDIVIDUAL LEARNING & InnovationHow confident would you say you are? Confidence is as simpleas knowing what you’re good at, the value you provide and Creativity keeps a business alive and thriving. It’s an essentialacting in a way that conveys that to others. Having a higher power source for any organisation to stay ahead of the game.level of confidence has an abundance of benefits both in and Creativity goes hand in hand with innovation - while creativityout of the workplace. Self-confidence will enable you to step is the ability to produce new and unique ideas, innovation isout of your comfort zone and take on new challenges with the implementation of that creativity. Becoming more creativepositive energy and determination whilst helping you form better and innovative is a way of embracing your individuality,relationships with your colleagues. Having self-confidence will allowing you to express your unique thoughts and ideas whilstenable you to overcome obstacles, increase your performance challenging the status-quo. There are numerous benefits ofand feel happier and healthier. creativity and innovation such as increased engagement and productivity, improved teamwork, better problem solving and Online Learning happier colleagues! »» Presenting With Confidence »» Confidence Online Learning »» How to Innovate, Create and Think Differently Face-to-face Workshops »» Boost Creativity, Imagination »» Be Your Best Self 1 day »» Presenting With Impact 1 day and Innovation with GLOW »» Disruptive Innovation: Secure getAbstract Book Summary »» The Confidence Effect Your Business’ Future »» The Confidence Code »» How to Build Your Creative Confidence getAbstract Book Summary »» The 4 Lenses of Innovation »» Yes, and »» Mapping Innovation TED/Video Talks »» The Death of Innovation, the End of Growth 13

personal development / LEADERSHIP, MANAGEMENT AND INDIVIDUAL LEARNINGDeveloping Our Culture Heathrow is committed to becoming a great place to work, a place where everyone has the chance to build thriving careers, fulfil their potential and do work they can be proud of. To enable this and to achieve our Vision ‘to give the best airport service in the world’, every single one of us must be pointing in the same direction. It’s not just a simple matter of knowing where we’re going; we all must know why we’re doing what we do. We must know how each of us contributes individually to make journeys better and be able to bring our best selves to work. Our culture programmes will inspire and support you to be the change you want to see in the workplace and ensure Heathrow has a brilliant future. Online Learning »» Creating a Good Working Atmosphere »» Changing Your Team’s Culture Face-to-face Workshops »» Leading with Purpose & Values 2 days »» Living with Values Half day »» Leading Sustainable Growth 2 days getAbstract Book Summary »» The Culture Code »» Change the Culture, Change the Game TED/Video Talks »» Work Life Happiness? »» How to make a profit while making a difference: Audrey Choi »» The puzzle of motivation: Dan Pink »» Why we do what we do: Tony Robbins »» Why Some of us Don’t Have One True Calling: Emilie Warpnik14

Diversity TED/Video Talks personal development / LEADERSHIP, MANAGEMENT AND INDIVIDUAL LEARNING& Inclusion »» How Diversity Makes Teams More InnovativeAt Heathrow our colleagues are at their best when they can »» The Danger of Hiding Who You Are:come to work as themselves and work in a positive, fair andrespectful environment. Wherever you work across the airport, Morgana Baileycolleagues should feel valued and appreciated. This will help us »» How I Learned To Communicate My Inner Lifeto continue living our values and make Heathrow a great placeto work. Heathrow is the UK’s front door and we welcome with Asperger’s: Alix Generouspeople from all walks of life, every day. Valuing our differences »» What Does it Mean To Be a Citizen of the World?:will not only help us understand each other better but help usunderstand our passengers too. This will enable us to achieve our Hugh Evansvision ‘to give the best airport service in the world.’ »» What the Gay Rights Movement Learned from Online Learning the Civil Rights Movement: Yoruba Richen »» Why I Speak Up About Living with Epilepsy: »» Unconscious Bias »» Managing Your Unconscious Biases Sitawa Wafula »» Equality & Diversity Introduction »» My Road Trip Through The Whitest Towns in »» Age »» Disability America: Rich Benjamin »» Race Module »» This is what LGBT Life is Like Around The World: »» Sex Discrimination »» Religion or Belief Jenni Chang & Lisa Dazols »» Sexual Orientation »» What Do You Think When You Look At Me?: »» Gender Reassignment »» Pregnancy & Maternity Dalia Mogahed »» Marriage & Civil Partnerships »» To Understand Autism, Don’t Look Away: Face-to-face Workshops Carina Morillo »» How To Live Passionately, No Matter Your Age: »» Conscious Inclusion Half day »» Managing Conscious Inclusion 1 day Isabel Allende »» The Untapped Genius That Could Change Science getAbstract Book Summary For the Better: Jedidah Isler »» The Diversity Code »» How Autism Freed Me to be Myself: Rosie King »» Driven by Difference »» The Little Problem I had Renting a House: James A. White Sr. »» The Beauty of Human Skin In Every Color: Angelica Dass »» How to Talk to Veterans About the War: Wes Moore »» I’m Not Your Inspiration, Thank You Very Much: Stella Young »» Don’t Ask Where I’m From, Ask Where I’m a Local: Taiye Selasi 15

Facilitation & personal development / LEADERSHIP, MANAGEMENT AND INDIVIDUAL LEARNING Personal Impact Training Skills & Influencing Facilitation is the act of making something easier. Facilitated Your personal impact and influence is about understanding how learning is where the group is encouraged to take control of your actions are perceived by your colleagues and how they the learning process having been provided with the context, impact them. To be an effective leader it is vital that you are resources, support and guidance. In group work, the facilitator known for generating a positive and compelling presence from works with a group of people to help them have a conversation, the moment you enter a room, as well as creating an engaging come to agreement or create a plan. The facilitator steers and positive impact after you leave. By enhancing your own the conversation, making it easier for the group to have that personality to become more confident, influential and persuasive discussion and come to conclusions. By developing and practising at work you will strengthen and build your personal brand, social your facilitation skills you’ll be able to facilitate fun and effective goodwill and reputation; your colleagues will align with your learning experiences. values and thinking in the workplace and it will help you achieve Training, on the other hand, is the art of teaching others an your goals. unknown skill or behaviour using a variety of methods which have been designed and planned ahead of time. Online Learning Online Learning »» Impact & Influencing »» Training for Non-Trainers »» Improving Your Personal Brand »» How to Influence Decisions Face-to-face Workshops »» Dealing with Conflict »» Facilitation Skills 2 days »» Impact & Influencing »» Expressing Yourself getAbstract Book Summary »» Don’t Let Fear Hold You Back »» Smart Leaders, Smarter Teams »» Persuade, Inspire & Communicate »» Facilitation Made Easy »» Build a Tower, Build a Team with Storytelling CheHWcuAakbfNn‘ia+aDCtoncoaufHipDptstoelaEpotaigVotatteEbarhbhaLteneortfOcuduooooPnLtwrrimMCE?teErAomeNeRuosTwNrr’IeNG Face-to-face Workshops16 »» Positive Impact & Influence 1 day getAbstract Book Summary »» Top of Mind »» The Story Factor TED/Video Talks »» Know Your Worth, and Then Ask for It »» Being Young and Making an Impact: Natalie Warne

Leadership TED/Video Talks personal development / LEADERSHIP, MANAGEMENT AND INDIVIDUAL LEARNING »» Everyday Leadership : Drew DudleyLeaders help themselves and others to do the right things. They »» Tribal Leadership : David Loganset direction, build an inspiring vision and create something »» Listen, Learn….then Lead : Stanley McChrystalnew. Leadership is dynamic, exciting, and inspiring. Developing »» 5 Ways To Lead in an Era of Constant Change:your leadership skills will enable you to create an inspiring visionfor the future, motivate and engage your people, manage the Jim Hemerlingdelivery of your vision and coach and build an effective team. »» Why Good Leaders Make You Feel Safe: Online Learning Simon Sinek »» Why We Have Too Few Women Leaders: »» Taking Action »» Situational Leadership Sheryl Sandberg »» Establishing Yourself as a Leader »» What it Takes to be a Great Leader: »» How to Start a Movement: Derek Sivers »» Developing Leadership Roselinde Torres »» Stepping Up To Leadership »» Are You a Giver or a Taker?: Adam Grant »» Introduction to Leadership & Management »» Why it’s Time to Forget the Pecking Order at »» Leadership & Management »» Managing Managers: Engage & Motivate Work: Margaret Heffernan »» How Great Leaders Inspire Action: Simon Sinek Your Management Team 17 Face-to-face Workshops »» Safety Leadership 1 day »» Leading High-Performing Teams 2 days »» Coaching to Lead 2 days getAbstract Book Summary »» Love Leadership »» Neuroscience for Leadership tohubeDorHFyepiuLlvpFnbheeeold+eaalryarodtiopdnpenuuaiimrgntgnnseiegghntCaitiobtapeloonsoudutrs

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I left mybaggage behindI started out at Heathrow as a Passenger Services Assistant workingon the trollies at T3 over 10 years ago. I was a Trolley Operative foreight years until I applied for my current role as Passenger ExperienceManager in T5 a couple of years ago. In some ways it was a big stepup, although I did have some experience of managing colleagues inthe past. Perhaps the biggest challenge was that I soon realised I onlyunderstood about 5% of what the role involved!It was difficult going from T3 to T5 and getting Understanding my strengths and weaknesses hasused to a new location and colleagues. But I knew changed me. I don’t hold back like I used to, andit was time for me to move out of my comfort zone. I understand that although there are differencesI love learning so doing courses was good for me. between people there’s a way to find commonMy Line Manager put me forward for a number of ground and go forward together. So for example, Idifferent courses including Flying Colours, Purpose & used to feel apprehensive about speaking to seniorValues and other leadership programmes. It was all managers but not anymore. If you get the chance toabout exploring as much as I could, and I loved how do Flying Colours, just go for it. Don’t overthink yourHeathrow wanted to invest in me. next step or let ‘what if’s’ stop you. Step outside of your comfort zone – I’m a good example of why it’sBoth the First Time Flyers and Purpose & Values worthwhile.courses helped me understand more aboutmyself, my values and some of the baggage thatwas holding me back. The courses gave me anopportunity to think ‘is this for me?’ – some of theinsights were so true it was as though the courseleaders had spoken to my family beforehand! CASE STUDY 19

Leading personal development / LEADERSHIP, MANAGEMENT AND INDIVIDUAL LEARNING Performance Teams Management Leading elite teams takes persistence and a consistent pursuit Performance Management involves the planning, of personal and professional development. Leaders understand implementation and tracking of personal objectives, ensuring that to lead most effectively and successfully, they need to attract there are clear steps being taken towards achieving objectives people who want to follow them. Developing your people and using regular performance reviews to evaluate progress. A leadership skills will enable you to make the best use of the common misconception about performance management is strengths of the team so that all its members will work together that it’s all centred on start-of-year, mid-year and end-of-year to deliver. A great people leader will be able to clarify the review meetings. In fact, successful performance management is team’s purpose and goals, ensure that all colleagues work well about tracking progress and working towards goals constantly. together, build commitment and self-confidence, strengthen the Absence management is about managing absence due to team’s collective skills and approach, remove externally imposed sickness focusing on colleague wellbeing. It’s a crucial factor obstacles and create opportunities for team members to develop related to the productivity of the workforce. While some skills skills and competencies. that are needed for implementing successful performance and absence management may come naturally to managers, in many Online Learning cases they need to be learned. »» Creating a Good Working Atmosphere »» Situational Leadership Online Learning »» How to Delegate »» Establishing Yourself as a Leader »» Sickness & Absence »» Working in Teams »» The Capability Gap: What it is and How to Close it »» Effective Delegation »» Setting Objectives »» Motivating Your Employees »» Heathrow Performance Behaviours Video »» Heathrow Performance Community Video Face-to-face Workshops »» Heathrow Performance Introduction Video »» Building an Effective Team 1 day »» Heathrow Performance Development Video »» Leading High Performing Teams 2 days »» Heathrow Performance Objectives Video getAbstract Book Summary Face-to-face Workshops »» Leading Self-Directed Work Teams »» The Agility Shift »» Practical Skills: Handling Discipline »» Change, to the Power of Ten and Grievance 1 day20 getAbstract Book Summary »» How Performance Management Is Killing Performance – and What to Do About It »» Performance Management TED/Video Talks »» Lead Like the Great Conductors: Itay Talgam

Personal Productivity, Self-Development personal development / LEADERSHIP, MANAGEMENT AND INDIVIDUAL LEARNINGEfficiency &Effectiveness Personal development is a lifelong process. It is a way for you to assess your skills and qualities, consider what you want toAny task you do should be done both efficiently and effectively. accomplish in life and set goals to realise and maximise yourEfficiency is doing something in the best possible way, while potential. Focusing on your own self-improvement will inevitablyeffectiveness is doing the best possible thing. Purpose, mission, change your life. However, to get where you want to be, youpersonal goals, policies and values all help increase your must be ready for that change. Personal development is vital toeffectiveness. Also technology, creativity, routines, habits, good your success. Growth within yourself will present you with neworganisation skills and the wise use of time all help increase your opportunities, build your confidence and self-esteem and enableefficiency. Productivity is a combined measurement of efficiency you to Be Your Brilliant Best.and effectiveness. It can be influenced by many factors, includingyour skills and capabilities, condition of your equipment, Online Learningenvironment, and even the culture of the organisation. Increasing »» Planning Your Own Developmentyour productivity, efficiency and effectiveness will help you »» Emotional Intelligence - Using Emotionsorganise yourself, feel less stressed and focus on your deliverableswhile allowing you time to grow. Face-to-face Workshops »» Introduction to Emotional Intelligence 1 day Online Learning getAbstract Book Summary »» Time Management Module »» Beyond Training & Development »» Don’t Let Fear Hold You Back »» Agile Career Development »» A Life Lesson from a Volunteer Firefighter getAbstract Book Summary »» Extreme Productivity »» 15 Secrets Successful People Know About Time Management »» How to Gain Control of Your Free Time »» Doing the Right Things RightEFpairmrnoandtganornaYoadgoutmeuHthmDrrueeebaviW+bLbneioeydlnpuaougatrhpcsgnetmeoiailenuodingrinntneg 21

personal development / LEADERSHIP, MANAGEMENT AND INDIVIDUAL LEARNING Speaking in Front Stakeholder of an Audience Management Whether we’re talking in a team meeting or presenting in front Almost every project or task you work on needs input from other of an audience, we all have to speak in public from time to time. people. And chances are you’ll depend on some of them for We can do this well or we can do this badly, and the outcome support, investment and resources. Stakeholder management strongly affects the way that people think about us. This is why is the process of engaging with these people and maintaining public speaking causes so much anxiety and concern. While the good relationships with them. You’ll likely be working with prospect of public speaking can be daunting, being a passionate, people in many different roles, with varying levels of influence engaging speaker is a really powerful skill to have. The good over your project. Communicating with each one in the right news is that through planning, preparation and lots of practice, way can play a vital part in keeping them on board. Stakeholder you can become an eloquent, confident public speaker! management requires excellent communication and relationship- building capabilities, as well as solid business acumen and an Online Learning understanding of how each department interacts. Managing »» Presenting With Confidence and engaging your stakeholders effectively will have immense »» How to Talk so People Listen benefits for your projects. Face-to-face Workshops Face-to-face Workshops »» Presenting With Impact 1 day »» Advanced Stakeholder Management 1 day getAbstract Book Summary »» Influencing Wider Teams & Key »» The Seven Strategies of Master Presenters Decision Makers 1 day getAbstract Book »» The Elements of Great Public Speaking getAbstract Book Summary TED/Video Talks »» Managing for Stakeholders »» TED’s Secret to Great Public Speaking »» The Engaged Leader »» Building a Great Place to Work22

23 personal development / MANAGEMENT, LEADERSHIP AND INDIVIDUAL LEARNING

Health, Safety & Wellbeing What would you like to learn about? »» Wellbeing pg21 »» Health & Safety pg2124

Wellbeing Health & SafetyWherever you work at Heathrow we’re here to inspire, As a large organisation we all have a part to play in building aencourage and support your wellbeing because it matters strong safety-first culture and to make a change we must all startto you, your family, your friends and everyone at Heathrow. taking a zero-tolerance approach to any compromises of personalWe all have a role to play in looking after our wellbeing and safety. By starting at the basics - such as using safe walking routesthat of our colleagues. and wearing the correct Personal Protective Equipment - we will all start to look at our daily tasks with a safety mindset, and begin Online Learning on our journey to leading the way in safe aviation. »» Mindfullness at Work Online Learning »» Resilience »» Everyday Energy »» Dangerous Substances »» Food-Borne Illness »» Positive Thinking »» Display Screen »» Health & Safety »» Mental Health »» Dealing With Stress Equipment Introduction »» Electricity Module »» Healthy Living Face-to-face Workshops »» Fire »» Heathrow Fire Safety »» First Aid »» Your Mind Matters 1 day »» Food Law Awareness »» Food Safety Hazards »» Hygienic Premises getAbstract Book Summary »» Food Safety »» Manual Handling »» Personal Hygiene »» The Things You Can See Only Introduction »» Temperature Control When You Slow Down »» Food Safety »» Full Catastrophe Living Management »» 15 Things You Should Give Up to Be Happy »» Nudge Face-to-face Workshops personal development / WELLBEING, HEALTH & SAFETY »» The Stress Test »» When the Pressure’s On »» Emergency First Aid 1 day »» How to Stay Calm When You »» Safety Leadership 1 day Know You’ll Be Stressed getAbstract Book Summary »» Workplace Safety »» 3 Principles for Creating Safer AI »» Careful 25

business skills, it and compliance trainingBusiness Skills, IT and Compliance26

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Business Budgeting Skills & Finance What would you like to learn about? Every day, managers and leaders make decisions that affect Heathrow’s financial performance, whether it is scheduling »» Budgeting & Finance pg28 operations, recruiting new colleagues, preparing a budget, »» Commercial Awareness pg29 negotiating a contract or sending an invoice for payment. »» Effective Meetings pg29 By improving our basic budgeting and financial skills, we can »» Problem Solving pg30 ensure that resources are not wasted, good decisions get made »» Project Management pg30 and the financial performance of the business thrives enabling us »» Strategy pg31 to beat the plan. »» Writing for Business pg32 »» Negotiation pg32 Online Learning »» Recruitment & Onboarding pg33 »» Preparing a Budget Correctly »» Budgeting Basics »» Business Maths Face-to-face Workshops »» Finance & budget 1 day (from March 2019) getAbstract Book Summary »» Fit for Growth »» Driving Down Cost »» The Purpose Is Profit28

Commercial EffectiveAwareness MeetingsCommercial Awareness is all about understanding how the There are good meetings and there are bad meetings. Badbusiness operates and what makes it successful. It is also about meetings drone on forever, you never seem to get to thebeing able to appreciate the factors that influence success. point, and you leave wondering why you were even present.When you understand the industry that you work in, and know Effective ones leave you energised and feeling that you’ve reallyhow your role helps your organisation thrive, you make better accomplished something.decisions, manage risks more effectively, get good prices from Meetings can serve many different purposes but in order for asuppliers, meet your customers’ needs and strengthen your meeting to be effective it needs careful planning and structure.reputation as an expert. What type of meeting do you want to lead? Online Learning Online Learning »» Understanding Brand & Reputation »» Use De Bono’s Six Thinking Hats to Transform »» Introduction to Data Science Meetings and Decision-Making Face-to-face Workshops »» Commercial Awareness 1 day Face-to-face Workshops »» Effective Meeting Skills 1 day getAbstract Book Summary »» Future Bright getAbstract Book Summary »» Visible & Invisible Barriers to Success »» Talk Lean »» Working in a Multicultural World »» Let’s Stop Meeting Like This »» No More Pointless Meetings business skills, it and compliance training 29

Problem Project Solving Management We are all faced with countless decisions and problems, both Project Management is the discipline of using established small and large, every day. A fundamental part of everyone’s role principles, procedures and policies to manage a project from is finding ways to solve them so being a confident problem solver conception through to completion. and decision maker is really important to your success. Much of Learning about how to plan and manage the project will help that confidence comes from having a good process to use when you take into consideration all of the aspects to mitigate risk and approaching a problem or decision. achieve a great result. With a good process, you can solve problems quickly and effectively. Without one, your solutions may be ineffective Online Learning or you’ll get stuck and do nothing which will impact on your »» Project Management outcome. Face-to-face Workshops Online Learning »» Introduction to Project Management 1 day »» APM Project Fundamentals Qualification 2 days »» Critical Thinking & Problem Solving »» Handling Complaints getAbstract Book Summary »» Identify and Solve Problems »» Project Management for the with Root Cause Analysis Unofficial Project Manager »» Decision Making »» Successful Project Sponsorship »» How to Manage Complex Programs Face-to-face Workshopsbusiness skills, it and compliance training »» Introduction to Problem Solving using Lean Six Sigma 1 day »» Leading Great Decision Making 1 day getAbstract Book Summary »» Secrets of Power Problem Solving »» Problem Solved! »» Creative Problem-Solving in the Face of Extreme Limits30

Strategy business skills, it and compliance trainingA strategy is a high-level plan of action designed to achievea long-term goal or objective and sets the direction for thebusiness to work towards. Strategies are based on a combinationof our knowledge, experiences and ideas.Being strategic means being perceptive, future-oriented, open-minded, proactive, working off the front-foot, and making andtaking decisions based on evidence and calculated risks. Online Learning »» 10 Ways To a Great Strategy »» Strategy & Business Models »» Mastering the Skills of Strategic Thinking »» McKinsey’s 7-S Framework: Aligning Your Business to Reach Goals »» Kaplan and Norton’s Balanced Scorecard and Strategy Map »» Using SWOT Analysis to Boost Understanding of Your Business »» The Need for Strategy getAbstract Book Summary »» Move »» Start with Why »» Open to Think 31

business skills, it and compliance training Writing Negotiation for Business Negotiation is a key skill within any role, whether negotiating You are probably writing at work all of the time: proposals, internally with managers or other departments; or externally with reports, plans, business cases and a constant flow of emails to suppliers and customers. It is a method by which people settle colleagues. How can you ensure that your writing is as clear and differences and a process by which compromise or agreement is effective as possible? How do you make your communications reached while avoiding argument and dispute. stand out? Effective writing is about writing simply, clearly, Being a great negotiator will enable you to employ techniques precisely and being appropriate to your audience. and strategies that will help you to negotiate more successfully with others to achieve a win-win situation. The principles of Online Learning fairness, seeking mutual benefit and maintaining a relationship are the keys to a successful outcome. »» Planning Your Report »» Writing Your Report Online Learning »» The English Sentence »» Negotiation Skills »» Email Etiquette »» Writing a Proposal Face-to-face Workshops »» Effective Writing »» Presenting Data »» The Essential Negotiator 2 days »» The Complete Skilled Negotiator 3.5 days Face-to-face Workshops getAbstract Book Summary »» Writing an Effective Business Case 1 day »» Negotiating the Impossible getAbstract Book Summary »» Getting to Yes »» Yes! »» Business Writing Tips »» Just Listen »» Simply Said »» The Language of Success32

Recruitment business skills, it and compliance training& OnboardingRecruitment is the process of attracting, shortlisting, selectingand appointing suitable candidates for vacant roles within theorganisation. The way in which we recruit has an impact on ourcandidate experience. By having an engaging, considered andrespectful application and selection process we will improve ourbrand and also encourage the best talent to accept any joboffers made.Onboarding new colleagues should be an experience ratherthan a checklist of tasks and processes. It’s about transformingnew hires into dedicated colleagues, getting them excited andengaged, connected to the company culture and productive inthe shortest time possible. Online Learning »» Tips for the Interviewee »» Hiring Right First Time »» Telephone Manner Face-to-face Workshops »» Welcome Event 2 days »» Welcome to Security 1 day getAbstract Book Summary »» Successful Onboarding »» Flex »» Onboarding TED/Video Talks »» Why The Best Hire Might Not Have The Perfect Resume: Regina Hartley 33

Information IT Technology Applications What would you like to learn about? In the ever-evolving world of technology its important for us to keep up to date on the systems and applications available to use. »» IT Applications Taking your IT skills to the next level will help you be more productive and effective and enable you to create high quality, accurate peices of work. Online Learning »» Access 2016 Advanced »» Digital Collaboration with Office 365 »» Effective Outlook 2007/10 »» Effective Outlook 2013 »» Excel 2007/10 PC »» Excel 2013 PC »» Mac Excel 2016 »» Advanced Excel 2016 PC »» PowerPoint 2007/10 »» VBA for beginners »» Advanced VBA »» Word 2007/10 PC »» Word 2013 »» Word 201634

Compliance Business Compliance What would you like to learn about? Reinforcing ethical principles and educating colleagues»» Business Compliance about compliance with the law are ongoing and important responsibilities. An organisation is only as ethical and compliant as its managers and colleagues. Ethics and compliance training business skills, it and compliance training is helpful for encouraging appropriate behaviour, setting expectations, demonstrating the organisation’s commitment, and informing colleagues of laws or regulatory principles that may not be common knowledge. Online Learning »» Driving at Work »» Modern Slavery - Heathrow Airport »» Modern Day Slavery »» Anti-Money Laundering »» Bribery Awareness »» Anti-Corruption - Heathrow Airport »» Competition Law - Heathrow Airport »» Competition Law »» What to Expect from the New GDPR »» Data Protection Overview »» Data Protection - Principles 1-8 »» Cyber Security getAbstract Book Summary »» How to Combat Modern Slavery »» Modern Slavery »» How to Withstand a Cyberattack »» Beyond Cybersecurity »» What’s Wrong with Your Password? 35

LEARNING HL / BYBB DOE B3 Y0UR HEATHROW LEARNING BR1LL1ANT Jack Nye / Operational Lead Co-ordinator B35T HEATHROW LHR HEATHROWAIRPORT

I’m finding myown flight pathI joined Heathrow as a Security Officer over seven years ago. Althoughdevelopment opportunities were talked about before starting the job, Inoticed that they were thin on the ground so I raised the issue with thenew Head of Operations for T4. He told me he was going to changethat – and he did!When the Duke of Edinburgh Award was first I’m an Operational Lead Co-ordinator for Airportsuggested to me, I didn’t want to do it. I’d never Control now and after completing the developmentstopped in a B&B never mind a tent halfway up programme, I’m still not sure where my path is goinga mountain! But the Head of Operations insisted to take me. For me, it’s really positive – before theI got involved and wisely pointed out it was the course I didn’t know where I was heading. Now Iopportunity I’d been looking for. So I went with have so much choice it’s like being a kid in a sweetit and can honestly say it’s the best thing I’ve ever shop! The good thing is that whatever I decide, Idone. I’ve learned so much and built confidence. The know there’s support to do it well. So many of thepeople in the group I was in were very similar in that Learning & Development courses at Heathrow arewe all had a lot of drive and goals but weren’t quite about being the best you can be in your role –sure what we wanted. We were pushed out of our it’s not always about climbing the ladder orcomfort zones and all broke at different points. But changing roles.we kept each other going and achieved together. CASE STUDYI moved on to become a Security Manager andfound all of the development opportunities veryrole based. That was until the Security DevelopmentProgramme came out – it was much broader andnot specific to particular roles. It was about beinga good leader, manager, team player and knowingand pushing your limits. 37

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Where wouldyou like to go?Start shaping yourfuture today withHeathrow Learning. 39

Be Your Brilliant Best MPG MY PERSONAL GROWTH PORTFOLIO Wherever you work at HL/BYBB Heathrow we’re here to inspire you to be your HEATHROW LEARNING brilliant best, because when you’re at your best, LEARNING Heathrow is at its best. B3 Y0UR If you need any support from the Learning BR1LL1ANT and Development team please contact [email protected] B35T HEATHROWheathrow.com MPG© Heathrow Airport Limited 2018Correct at time of printing December 2018 HEATHROWING v11218 LEARNING