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How a leading, multinational computer technology organization used Traincraft to experience significant positive impact from core competency training, deeply engage their employees and expand their understanding of core competency training.


In the rapidly changing global marketplace, the core competency model is often adopted by organizations to give them a competitive advantage. Our prior engagements with the organization had garnered great feedback. This time around, we were given the brief to design workshops that ensured employees met pre-specified behavioural indicators for two levels of each competency. 



The initial request of a writing workshop for the scribes in the SaaS Engineering division of a leading, multinational computer technology organization seemed simple. Traincraft delved deep to reframe the request and diagnose the source of the issue. In the process, the workflow was streamlined, parameters set for task success and the efficacy and cohesiveness of the team improved massively.


  • Analysis & Diagnosis: Our process of understanding the requirement is rigorous and we began with a recording of a customer call. Our team member attempted to perform the scribe’s role. It became clear that the problem wasn’t that of skill building since advanced language competency wasn’t a requirement. 

  • Clear Parameters for Change Assessment: Based on our experience, we designed an assessment centre where we used a real incident to test the scribes on the process. We created processes to track missing information during the process and to capture critical information. As we delved deeper, it became evident that the workflow needed overhauling. An important aspect that also needed to be addressed was the perceived value of the scribe’s role. 

  • Designing an Effective Workshop: Next, we designed a comprehensive program that addressed the challenges faced by the scribes. The first half of the program was focused entirely on listening skills, followed by writing skills, capturing critical information and understanding the value of the role of the scribe. Verifiable results in the assessment after the workshop clearly showed the impact of our interventions. 


RESULTS: The workshop streamlined the scribe workflow and had a positive impact on the quality of technical support that the team could provide customers. After the program concluded, we conducted the assessment and saw significant improvements along the parameters of clarity, conciseness, comprehension and accuracy. We also noticed that the scribes had improved immensely on their ability to block distractions and ask for clarifications. This also influences and drives post-incident process reviews and incident analysis and drives continuous improvement of operations and execution.

Furthermore, the rest of the team were involved in the process and given guidelines to adhere to so that the scribes could fulfill their role effectively. 

Traincraft’s diagnosis, assessment, training and evaluation process was so effective that the training is poised to be carried on with the other roles in the team.


The SaaS engineering division of a leading multinational computer technology company approached Traincraft with a request for a writing skills workshop for the scribes in the incident management team. Part of a global network of incident responders, scribes are crucial in critical response efforts across technical domains. This role can be understood as a real-time tracker who sits in on meetings where the incident as well as possible responses are being discussed and documents it.



A global investment solutions company used Traincraft to transform their employees into confident and effective communicators in every aspect of their roles. The massive changes were evident when the results from the pre- and post-training assessment were compared. Conducted along 27 criteria in 5 categories, participants showed high level learning outcomes in each category.


We were approached to conduct our signature program Power of Expression for the employees of a multinational investment solutions and financial management organization.


  • Needs Analysis & Assessment Framework: Planned as a 17 session learning journey on the most valuable topics connected to communication, we conducted an initial needs analysis to determine the specific requirements of the organization and its employees. Based on the analysis, we charted out five categories and 27 criteria that would provide a clear framework for assessing the effectiveness of the training. What emerged from that process was an in-depth journey in which people discover the inherent, powerful tool that they have- that of presenting their true self to the world. 

  • Pre- and Post-Assessment Centre & Workshop Design: To evaluate this process we set up a pre- and post-assessment centre to conduct evaluations of the participants. We designed Power of Expression so it covers topics on communication ranging from self awareness of beliefs and mental models, concepts to build clarity in articulation and comprehension of information and advanced skills like openness, empathy, assertiveness and influencing that help you become more collaborative in your communication.

  • Training Translating to Empowerment in Real-Life Scenarios: The sessions started off with participants acquainting themselves with their internal landscape and building from that awareness. Our learning programs were a captivating and engaging mix of videos, reflections, constant practice, sharing circles, role plays and relating concepts that were taught back to real-life scenarios. The themes that were covered included workplace scenarios that could possibly cause conflicts, miscommunication, misunderstandings and blocks in workflow. Our sessions were about breaking down each concept to its components, its applicability in the participant’s real-life scenario, testing and habit formation to enable the new practice and mindset to become a part of their life.


RESULTS:  While Power of Expression is one of our most popular and oft-requested programs, we always spend time carrying out a needs analysis and pre-assessment with each organization that we work with to customize it for the people. The results were there for everyone to see - 80% improvement in each of the 27 criteria that were covered along five categories designed to transform employees into confident and effective communicators. 



A global pharmaceutical company used Traincraft to transform the communication process between their machine operators and their auditors during the annual audits. Breaking down mental barriers and letting go of internalised racism, the participants sailed through audits that they had previously failed. They learned to own their strengths and power and communicate with the confidence of their years of experience on the job.


We were approached by one of the world’s leading healthcare pharmaceutical companies to conduct a communication program for their machine operators. The problem the organization was facing was that each time international auditors arrived to conduct annual audits of the on-ground process, their machine operators struggled to communicate their skills and processes and as a result, they failed the audit process despite having the skills and know-how to easily pass the tests.  


  • Needs Assessment & Diagnosis: We first discussed the needs and challenges of the participants. Soon it became clear that the machine operators did not speak English and were fluent in one of five local languages. The audit was about their skills and experience and not their English fluency. As a team it was clear that for the training to be effective, we had to hire translators for each of the five languages the machine operators were fluent in for the program. Machine operators were grouped according to the language they spoke and paired with one trainer and one translator. 

  • Addressing The Root of The Issue: The focus of the communication sessions became very clear to us. Using a mix of activities, awareness exercises and practical role plays, we took the participants through highly interactive, enjoyable and rigorous sessions that deconstructed concepts of internalised racism, feelings of inferiority and how to deal with these feelings. 

  • Breaking Mental Barriers: We also supported them in breaking mental barriers around language fluency, competency and their self perception. An important aspect of the engagement was in de-linking fluency in English with their creativity, authority and competency and owning their years of experience, knowledge and skill. Our role plays involving interactions with “auditors” and participants were a big hit with the participants responding confidently in their native language.   




The transformation that was evident in the participants after the workshop was astounding. They were confident about their skills, able to communicate effectively in their language and trusted themselves and their skills. 


This process eventually went further and we were asked to conduct communication programs for their supervisors. 

THE TRAINCRAFT APPROACH: To ensure that the training was effective, enjoyable and potent, we relied on our own proprietary process. 


  • Interpreting Frameworks & Testing Content: Our in-depth research & ideation process deconstructed each competency and interpreted them in the context of the specific organization, the roles of the participants as well as the challenges that they faced.  

  • Targeted & Comprehensive Programs: We designed high impact programs that addressed each behavioural indicator linked to a competency. Our detailed interpretation of the frameworks and employees’ context ensured that our interventions were targeted and comprehensive.

  • Interactive & Practical Exercises: The highly interactive and practical exercises in our sessions taught and communicated the competencies effectively. 


RESULTS: The results of this approach were soon evident. The positive feedback we received from employees mentioned the practical aspects of the workshop, the sense of community created and the experience of attending the workshop. Furthermore, we had repeat attendees, and employees volunteered themselves for the training. People shifted work to attend the next available training and the organization expanded the engagement with Traincraft to include more core competencies.