Alumni Case Study: Happy Days Childcare Wales

In our latest alumni case study, we catch up with Debbie Forrest and Nicola Hotchkiss of Happy Days Childcare Wales, based in Milford Haven.

Nicola recently graduated from our Leading Growth programme. 7 years earlier, Nicola's boss Debbie also graduated from our programme, although this was in the LEAD Wales days.

We caught with them both to find out more about their ION leadership experience.

Debbie Forrest, Managing Director

I attended an ION (then LEAD Wales) Leadership and management course back in 2014. Our cohort was amazing. There was such a variety of different industries and occupations, meaning we were a very diverse group with different opinions and approaches. The 2 day experiential at the start was an excellent way of getting to know, and trust, each other and also, to get to know members of the delivery team.

Over the period of the course, we had some really excellent speakers and the activities helped me understand things much easier than had it been explained in a powerpoint. The stickle brick assembly line activity, and the activity where my group was left outside waiting to start a task, but received no instructions (highlighting the importance of communication), were just two activities that spring to mind. I have used the systems of tools learned in this course so many times.

My mentor really helped me with a situation whereby one of my managers was not performing. The mentor's theory of looking at 4 areas that could be causing this – lack of resources, lack of training, not wanting to succeed, or not capable of succeeding - highlighted that she was having all the support needed, was trying hard but simply didn’t have the skills.

I also embraced one of the speaker's theories on low-value customers and high-value customers. This made me look at which aspects of my business produced more income for less effort. As a result, we ceased one of our services which had always been problematic.

Overall I found the whole programme exceptional and made some good friends who I still have contact with today. The skills I learned from the coaches and other cohort members have continually assisted me in leading my teams and my business.

When I was sent an email asking if I wanted any of my staff to join, I asked Nicola to enroll. As a new Manager, I could see the potential and she also had the drive to succeed.

Since starting the course, which obviously very quickly became a virtual programme due to the Covid-19 pandemic, I have seen Nicola using lots of the methods she has learned from the course. She has introduced new documentation to staff with regards to well-being and has used the DISC Profile to look at her own character and also that of the staff. She has definitely become more confident in dealing with difficult situations and conversations and has improved in diplomacy. The team says they feel supported by her and can see a difference in her approach.

It is hard to say whether our business has grown due to changes in Management, or simply as a result of a pandemic ‘baby boom’, but we are busier than we were before Covid and Nicola has coped well with the added pressures that this brings.

As Director, I have come to rely more and more on Nicola, and I can see that she is competent in all aspects of the role. She studies industry updates and highlights aspects to me that I may have missed. Her dedication to the role is to be commended as she gives so much of her free time and clearly wants the best for the nursery and the business as a whole.

If I was asked to recommend training for leadership and management, then I would be delighted to recommend this course.

Nicola Hotchkiss, Nursery Manager

I asked my employer about furthering my career and undertaking a leadership and management course if one became available. Never did I imagine one would come around so quick.

I felt that being new to a management role, I needed to explore and develop my skills to become the best I can for the team of staff I am responsible for.

I have learned so much from this course, especially how to understand me and my staff. I have taken onboard the DISC report and use this whenever I find a challenging situation, it enables me to look at how to approach the situation and the staff involved.

I never thought with COVID and having to go to online learning I would achieve and learn as much as I have. I did find it a struggle at first, however with the support from Kim and the ION team I managed to work through these and complete the course. I have gained much needed knowledge to become an effective leader for myself the staff and the business.