Jerry Hurst Training and Consultancy

Supporting work with readers and learners of all ages, interests and abilities

NEW TRAINING...

Beyond floor walking... Whole-staff engagement in customer-centred service delivery
This very practical training is intended for libraries and other organisations who are about to, or have already implemented floor walking. We explore the positive impact of self-service and floor walking and how this allows staff to be much more proactive and creative in working with customers of all ages... And above all, participants are equipped with many tried-and-tested creative approaches to enhancing the customer experience.

Leading through change
This training equips staff at any level to effectively manage and lead through a period of change, making changes real, making them work and making them last. The session helps participants to discover the differences between managing and leading, how they are closely related, and how to maximise our impact as managers and leaders.

Jerry Hurst BA (Hons) English and Philosophy Dip Lib MCLIP.

Jerry is an independent trainer, consultant, and contractor, working across the UK and beyond. He has worked with more than 250 clients, most commissioning further work. Jerry delivers staff training, consultancy, hands-on delivery, and short-term interim management, across the UK and beyond. He works with Public Libraries, Schools, School Library Services, Education Services, Museums, Galleries, Archives, Sports & Leisure, Youth Services and Children's Centres. He contributes to work with adults, teenagers, children - and their parents and carers, and to programmes covering the full range of service provision.

Specialities...

Behaviour & conflict management; change management; customer service, customer care & floor walking; leadership; managing, leading & supporting volunteers; marketing, promotion & advocacy; partnership working; presentation skills & public speaking; reader development, including reading groups; school class visits; school library self-evaluation; service planning, delivery & evaluation; stock promotion; storytelling; training-the-trainer; whole-school reading for pleasure; working with teenagers.

All of Jerry's work is geared towards helping clients in the process of service and staff development - supporting staff, including volunteers, during these challenging times. His on-site training addresses practical issues resulting from restructuring and changes in staff roles - focusing on developing staff confidence, skills and knowledge.

To support clients as we strive to make limited resources stretch further, Jerry is currently offering his range of high quality, tried and tested services at very significantly reduced rates.

More background...

For The Reading Agency, Jerry has been a consultant / trainer for Participate and for HeadSpace, national programmes to develop engaging library spaces run in partnership between libraries and young volunteers, for the Chatterbooks children's reading groups programme, for Enjoying Reading in support of school / public library partnership and for Summer Reading Challenge. He has also been a consultant / trainer for Their Reading Futures, the library workforce development initiative.

Jerry has been a trainer for Creating Capacity, for the School Library Association, and for Renaissance East Midlands (Museums), and a Learning Consultant for Young Cultural Creators, the reader and writer development programme. He has also been a trainer for FPM Training, on the Leading Libraries leadership programme for Public Library Managers.

Jerry has worked as a storyteller and as an occasional reviewer of children's books for publications including The Guardian. He has also appeared on BBC TV and radio and I have been a judge for the Branford Boase Award.

For more information about Jerry's training, click here.

For more information about Jerry's delivery of programmes and one-off projects, front-line staff support and strategic or hands-on consultancy, click here.

To see what clients have said about Jerry's staff training and consultancy, click here.

To see what participants have said about Jerry's training, click here.

"Thank you again for the training. Staff tell me it was the best training they have had and they all seem fired up and keen to make changes. Floor Walking has been clarified for them and they now feel more confident about what they are doing – helping our customers have a great experience of customer care rather than a luke-warm one! I have been approached several times to see when the next session is!"
Wendy Hulance, Operations Manager, Bedford Borough Libraries.

"Jerry is a very knowledgeable trainer as well as being extremely enthusiastic. His passion for the subject is palpable and the course participants pick up on it early in the day. The strategies and knowledge that Jerry delivers are practical and easily implemented but can have huge impacts on service delivery as well as lifting staff morale. Top qualities? Great Results, Expert, Good Value."
Annie Thompson, Principal Officer, Customer Services, Dumfries and Galloway Council.

"Jerry has delivered an extensive customer care training programme for Vivacity. This has encompassed all levels of staff from life guard and customer assistant to the Chief Executive. The training was tailored to meet the diverse needs of the organisation and Jerry's delivery was spot on - he engaged extremely well with participants. The training has been well received by all staff and we have had positive feedback from customers who have noticed an improvement in the front of house service they have received. I would not hesitate in using or recommending Jerry for customer service and customer care training, no matter what the organisation or sector. Top Qualities? Great Results, Good Value, High Integrity.”
Heather Walton, Library and Customer Services Manager, Vivacity Peterborough Culture and Leisure.

"Jerry ran 'Floorwalking for Managers' training for Derbyshire Libraries and it was excellent. The feedback was highly positive, his approach and style being very popular. He helped us to develop clarity about what we needed to consider in defining our own floorwalking and helped managers to feel confident that they could share what it could entail with their teams. A great day which was enjoyed by all. I would highly recommend him and his prices are very competitive."
Carol Brooks, Learning & Development Officer, Derbyshire County Libraries.

"Behaviour management can seem a very difficult topic to 'pin down' for training purposes because it deals with emotive issues of attitudes, feelings and reactions in often difficult and complex situations.

Looking at delegates' behaviour and attitudes as well as students’ could be quite challenging, but Jerry’s Behaviour Management training style is relaxed enough to get the message across without seeming to lecture or be in any way judgemental. People find Jerry’s training so accessible - he is entertaining as well as interesting and informative. Many thanks Jerry, for another successful training event."
Lynn Marshall, Secondary Schools Adviser, Staffordshire Schools’ Library Service.

"The training has changed staff attitudes and effected a more positive approach to working with young people. Your unique presentation style was much appreciated by participants. There were lots of new ideas which were practical and realistic for staff to implement in their day to day roles. You were enthusiastic, positive and persuasive and we appreciated your passion, excitement, humour and flexibility."
Neil Davies, Deputy Head of Libraries, London Borough of Brent.

"We have commissioned training from Jerry for a number of years now. Training has been provided for staff and volunteers from the museums sector across the East Midlands region. Participants have consistently given good feedback for Jerry's training including: 'an excellent, well delivered and useful course', 'very useful information', ‘an excellent course - really enjoyed it', 'thoroughly recommend for all museums'."
Wendy Moore, Regional Workforce Development Officer, Lincolnshire County Council.

"Your sheer enthusiasm is worth its weight in gold. You made every aspect of the training relevant & appropriate to the specific audience. Your relaxed approach encouraged participation, even from those who admitted they were very unsure of themselves. Your sessions feel like learning from a trusted friend - anecdotes & real experience mix well with the hard messages & guidelines.

Overall two things that make you so effective as a trainer:
1) Your approachable & non judgemental attitude
2) It is very clear the information is based on real experience & knowledge."
Rosie Scotting, Librarian: Children and Young People, North Lincolnshire Council, on behalf of Yorkshire & Humber Youth Libraries Group.

'We now have a significant core of staff at all levels who are aware of and motivated by the difference that library services make – & capture the evidence to demonstrate this. Jerry has helped us strengthen cross-Merseyside links as we embed this work.' Merseyside Libraries Making A Difference. Large-scale Consultancy & Training programme for Merseyside Libraries (Halton, Knowsley, Liverpool, St Helens, Sefton, Warrington & Wirral)."
Peter Marchant, Head of Libraries, Knowsley Council.

"Jerry delivered regional training, covering changing staff roles & the delivery of excellent customer service. He is knowledgeable & passionate in his training. I enjoyed working with Jerry & would certainly seek out his expertise again."
Jayne Halliday, Senior Library Manager, Hartlepool Libraries.

"Jerry has always provided engaging and involving training sessions that have left delegates inspired and raring to apply what they have learnt."
Tricia Adams, Director, School Library Association.

"The training was interactive, lively and engaging. It was exactly what was required for our museum and library staff, left staff buzzing and many are still commenting on it weeks later. The session was a mixture of different materials and approaches suitable for different learning styles. Thank you very much for a wonderful day. It’s been some time since I attended such an inspirational and engaging training day! Brilliant!"
Victoria Crump, Community Engagement Area Co-ordinator, Culture & Adult Education, Lincolnshire County Council.

"I like that you've done this stuff yourself - some training consultants are a bit too distanced and give academic answers, but there's nothing like someone who has been on the frontline!"
Lynne Hackett, Education, Schools' & Children's Services Manager at Calderdale MBC.