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Feedback from training

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Phone: 07950408347








































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

For further client recommendations and testimonials, contact Jerry Hurst, or click the LinkedIn link on the left.

Photograph of Jerry HurstPhotograph of training sessionPhotograph of Jerry HurstPhotograph of father and son readingPhotograph of training session

The training was excellent. Staff now understand our values and expectations for customer care, and there is increased interaction between the staff in the 2 teams on the front-line desk.
Nia Ellis, Customer Services and Academic Engagement Manager, Information Services, Aberystwyth University.

I commissioned Jerry to deliver training on floor walking and customer engagement as part of a library transformation programme. Jerry worked closely with us to understand our needs and ensure the training delivered was what we needed. Jerry's training was lively, practical and motivating leaving staff across the service feeling energised, engaged and positive about change. Delivered with flair, honesty and humour, Jerry is an engaging trainer who always hits the mark.
Joanne Moulton, Head of Libraries, Archives and Museum. The Royal Borough of Kingston Upon Thames

I have worked with Jerry for many years, off and on, and the latest piece of work (Success through Change) - equipping nearly 300 staff at all levels for a major change programme - has once again demonstrated his real skills and abilities. Need I say more than the fact of 100% of the evaluation forms rated Jerry as good or excellent?
David Murray, Programme Lead, Customer Services Integration, Haringey Council.

We are training all of our staff in Customer Care this year, to support us in delivering a quality service to our customers. There has been very good feedback from the staff who have attended your training, as to how appropriate it is, and the engaging way in which the information is delivered.
Bernie McManamon, Operations Support Manager, Richmond upon Thames Libraries.

Jerry Hurst was commissioned to design a one-day training course for Warwickshire Library Service for a mixture of library and one stop shop staff to enable them to deliver effective floor-walking and create a customer-focused environment. The result was a number of interactive days with the majority of participants rating the course as “excellent” or “very good”. Jerry’s informal presentation was enjoyed by staff who welcomed the sharing of ideas and group discussions.

Jerry was able to engage with staff at all levels and developed a course suitable for both new starters and those who had worked in the library service for numerous years and were already delivering the service through floor-walking. Following each course Jerry provided comprehensive details of staff ideas, suggestions and feedback. Staff were encouraged to think about what they learned which would be most useful in their work and were invited to make three pledges of actions they would take forward as a result of the training.

Jerry also undertook a mystery shop visit to each of our libraries and provided feedback as to improvements required. This was also a useful exercise in terms of planning his courses and making them specific to his findings.
Ayub Khan MBE, Customer Service Manager, Face to Face, Warwickshire County Council

The training was exactly what we wanted – a supportive forum for discussing and working through self-evaluation and advocacy. When delegates found some areas harder to understand Jerry applied strategies to counter this and guide them towards a better grasp of the situation.

Jerry’s presentational style is non confrontational and inclusive. Delegates are able to ask questions or for further clarification at any time during the session. This creates a good atmosphere and no-one is ever ‘put on the spot’ or asked to feedback on their own which can be extremely off putting for an audience with a wide range of experience. A balance of delivering information and break-out for discussion is good for a whole day of training. Having more group work after lunch worked well too. It was especially useful to be sent extra notes to clarify issues around planning following the training day. This was really appreciated by delegates.

We invited Jerry back to Suffolk as he has become a respected trainer amongst our High School community. Feedback is always positive and, for us, we are always delighted to see our librarians putting training into practice.
Jacky Offord, Advisory Librarian, Suffolk Schools Library Service.

We were really pleased to welcome Jerry Hurst back to our partnership – this time, for Delivering Excellence. His training is always well-received, thought-provoking and challenging, and is delivered at a pace that allows time for group discussion and personal reflection. We would be delighted to see him again."
Ian Cockrill, LRC Manager, Gower College Swansea, on behalf of South West and Mid Wales Regional Library Partnership (Carmarthenshire, Ceredigion, Neath Port Talbot, Pembrokeshire, Powys, Swansea Library Services, across all Library Sectors).

Jerry has delivered extensive customer care consultancy and training 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, Customer Services Manager, Vivacity Peterborough Culture and Leisure.

Jerry worked with a team of frontline Library and Information Centre staff from Kirklees Council delivering floor walking and customer care training. Jerry had good background knowledge in this area which staff appreciated. He delivered what we asked for, both encouraged and challenged attendees and staff gave good feedback from the session.
Stephanie Shaw, Customer Service Manager, Library and Information Centres Kirklees Council.

Jerry is a high energy trainer who manages to get buy-in from everyone in the room. He is passionate about young people and reading and his courses offer the perfect balance between exploring the rationale and policies and sharing solutions and actions to take back to the workplace.
Sally Walsh, Library Manager (Customer Relations), Plymouth Libraries.

Jerry is a practitioner, trainer and consultant for libraries, schools, museums, archives and galleries. He is well respected and always delivers value for money and consistent training related to the requested subject. I would have absolutely no hesitation in recommending Jerry, and am happy to be contacted if prospective clients would like more information.
Lynne Hackett, Discover Learning Manager, Calderdale MBC.

For us as a management team these customer engagement sessions have been useful to focus people on how we want to go forward and have brought everyone to a level playing field, so we can move on. They have provided a platform for this year’s team plans. Your style is excellent – approachable, putting people at their ease. Very useful.
Pam Jones, Principal Librarian, Knowsley MBC.

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 training style is relaxed enough to get the message across without seeming to lecture or be in any way judgemental. Delegates are eager to attend further courses because they find Jerry’s training so accessible - he is entertaining as well as interesting and informative. Many thanks for another successful training event.
Lynn Marshall, Secondary Schools Adviser, Staffordshire County Council.

The training was flexible enough to meet the needs of individuals on the course yet structured to get all the points required across to the delegates. Jerry’s style was relaxed whilst remaining in control of the sessions and driving the agenda forward. His approach put people at their ease and he really listened to what they had to say, making everyone feel included and that what they had to say was relevant and important. As an organisation we came away from the sessions with great notes from the training which have formed the basis of a robust action plan for us to move our worklessness agenda forward.
Tracey Stirrup, Customer Services Manager, Wigan Leisure and Culture Trust.

Jerry has always provided engaging and involving training sessions that have left delegates inspired and raring to apply what they have learnt. Excellent feedback from delegates received too.
Patricia Adams, Director at School Library Association.

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.
Annie Thompson Service Manager - Change Programme at Dumfries and Galloway Council.

Jerry delivered regional training for frontline library staff, to cover changing staff roles and challenges in giving excellent customer service. He was very flexible over the three days and remained within the remit of the training brief whilst adapting the sessions as he went along. Jerry's training is relaxed and informal. He achieved exactly the style we wanted – encouraging people to speak up and challenging current thinking. Jerry encouraged open discussion rather than heads down and writing from the groups.

Organising regional training can be quite daunting but Jerry was very responsive and ‘can do’ from the start – I found that I didn’t need to worry about the content of the course as he understood the challenges already and his library background gave him a depth of knowledge / understanding. Jerry is knowledgeable and passionate about the subjects he covers in his training – this came across through his observations and humour. I enjoyed working with Jerry and would certainly seek out his expertise again.
Jayne Halliday, Senior Library Manager, Hartlepool Libraries, on behalf of North East Region Libraries Workforce Development Group (Darlington, Durham, Hartlepool, Middlesbrough, Newcastle, Northumberland, North Tyneside, Redcar, South Tyneside and Stockton).

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.

Jerry is a first-rate trainer, delivering exceptional, motivational training.
Peter Marchant, Head of Libraries, Knowsley Council, on behalf of North West Improvement Network and Merseyside Library Services (
Halton, Knowsley, Liverpool, Sefton, St Helens, Warrington, Wirral).

I've worked with Jerry as a colleague, and have also contracted him to deliver training courses for the programmes I work with, particularly Chatterbooks, Young Cultural Creators, and TRF (Their Reading Futures). I've always found him a great colleague - knowledgeable and inspiring, delivering high-quality and stimulating training, and always up-to-date, pertinent and thoroughly-researched consultancy work.
Tricia Kings, Freelance Librarian, Trainer, and Manager of Young Cultural Creators.

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.

I can highly recommend Jerry to any school; he will entertain you, inspire you but, most of all, he will give you great ideas on how to improve and extend reading opportunities for our pupils both at school and at home.
Shirley Drummond, Teacher, Cadogan House, Royal Masonic School for Girls.

Jerry provided excellent training and innovative ideas for our public library service. He was very professional at all times and was widely perceived as good value for money in terms of outputs and results. His main support was for improving Customer Services, working with individual sector group e.g. teenagers, and engagement of staff to new concepts and ideas. I would certainly not hesitate to use the services of Jerry in the future.
Elizabeth Bowe, Business Development, PacTec EPS Ltd. Previously, Director, Cumbria Library Service.

Jerry is an excellent trainer, particularly skilled in developing staff confidence and encouraging them to go the extra mile!
Suzan Davis, Senior Young Persons Development Librarian, Reading Borough Council.

Jerry is an enthusiastic trainer who inspired our inset group of primary school staff on the topic of “Getting the Whole School Reading”. Jerry’s flexible approach and willingness to adapt the programme to suit the delegates meant that everyone left with their needs well met and buzzing with suggestions of practical ideas to try in school.
Chris Parsons, Principal Librarian, Bracknell Forest Borough Council.

I have worked with Jerry on several occasions to run training for library staff. Jerry is enthusiastic, a great teacher and always works closely with clients to ensure he delivers what is wanted. I have never known any staff not enjoy one of his training sessions and come away inspired, enthused and with an armful of ideas they can't wait to try out.
Jo Moulton, Service Development Manager, Lewisham Library and Information Service.

Jerry's storytelling training package is excellently tailored, with strategies and confidence-building ideas for all levels of expertise. Our staff were clearly enthused by his own knowledge and understanding, and the practical advice he gave, and have come away with an enhanced appreciation of the preparation and use of stories and rhymes.
Jonathan Woolf, Community Librarian, London Borough of Redbridge.

I have attended sessions run by Jerry at conferences organised both by the School Library Association and by North Yorkshire School Libraries Service. He is a superb trainer who knows how to keep his audience in the palm of his hand. His presentations are informative, stimulating, inspirational and highly entertaining. I have come away from each of his sessions motivated, and with plenty of new ideas on how school libraries can truly make a difference to the teaching and learning of any school.
Anne-Marie Tarter, Trainer /Consultant for School Libraries.

Jerry is an excellent trainer for young adults and staff alike. His approachable manner and enthusiasm for the learning process and for libraries in general makes him an inspiring speaker.
Sue Bastone, Head of Learning Resources, LVS Ascot.

Jerry has just delivered another successful course for Dorset SLS, this time on supporting literacy across the curriculum. It was very well received by both teachers and school librarians. There was a real buzz about the day, everyone participated and feedback received has been very positive.
Alison Burgess, School Library Service & Acting Community Inclusion Manager, Dorset County Council.

Jerry's training is very enjoyable and lively. He imparts a lot of information with a light touch and stimulates participants in creative thinking. He has a down to earth and humorous approach, sharing lots of practical ideas as well as a wealth of information about relevant legislation, government strategies etc.
Michele Eaton, Head of Schools Library and Museum Service, East Sussex County Council

Anyone attending or hiring Jerry for his myriad expertise in all areas of the Library and Information World will come away feeling empowered and with a raft of realistic and workable ideas to implement. Top qualities? Expert, High Integrity, Creative.
Lynne Coppendale, Librarian, Danum Academy /Information and Library Skills Vocational Qualifications Assessor, York College.

Jerry is great to work with, he is a knowledgeable and enthusiastic trainer. He is flexible and can tailor training to suit the particular needs of his clients. I would recommend him highly.
Nicci Shepherd, Senior Young Persons Development Librarian, Reading Borough Council.

Jerry has a great training style. He really engages staff and builds confidence even in staff who were anxious and sceptical at the beginning. The training we received from him was lively, fun and memorable and we've used many of the techniques he showed us in the year since he visited us.
Sarah Mears, Children's Services Development Manager, Essex County Council.

Jerry works participants hard and feedback from both courses was extremely positive. Jerry seems to manage to get everyone engaged and participating. People go away inspired , with the back-up of thorough hand-outs for when the initial enthusiasm has worn off. One person who attended Jerry's course said that he had changed her way of working for ever.
Jane Mathieson, Regional Reader Development Co-ordinator, Time To Read.

The [advocacy and promotion] course was excellent. It engaged all participants and entertained as well as getting over course content and giving the participants important home truths. It was fast moving, yet with time to reflect and ask questions. Another excellent course, Jerry.
Amanda Deaville, Senior School Services Officer, Cumbria Library Services for Schools.

We were absolutely delighted with the training. We have had really positive feedback. One delegate emailed me today to say it was wonderful and she enjoyed a trainer who didn't "waffle"! Another states on her evaluation it is the best course she has ever been on. We all really enjoyed the practical ideas that you shared and we will use your suggestions for our future promotions.
Ann Doody, Service Development Librarian, Berkshire Education Library Service.

I couldn’t have been happier with the day – the feedback was only positive, and staff have suggested some follow up in the next 6 months. The day has achieved just what I hoped it would and has identified some ways forward in the coming year. Thanks!
Tracey Collins, Right to Read [Looked-After Young People] Project Co-ordinator, Knowsley.

I love Jerry’s 'SAS training style'! He sneaks up on delegates and tackles important issues without them even realising it! Thought-provoking stuff interspersed with humour. The day made me think and it made me chuckle!
Karen Horsfield, Manager, Somerset Resources for Learning.

An excellent series of sessions. The training was well planned - you had correctly interpreted what we wanted from the training and delivered this to plan. The trainees felt very comfortable with you as their trainer and you made the course interesting, adapting well to the different situations which arose during each day.
Cara Baker, Volunteer Development Manager, Vivacity Peterborough Culture and Leisure.

Attending the course has changed staff attitudes and created 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 knowledge, passion, excitement, humour and flexibility.
Neil Davies, Deputy Head of Libraries, London Borough of Brent.

Something for everyone – from the novice, to the experienced needing a refresher and new ideas. Excellent, feedback from the participants has been very positive."
Nicci Shepherd, Senior Young Persons Development Librarian, Reading Borough Libraries.

Yesterday, one person from the training, who was adamant that she couldn't stand up in front of children and parents did songs and stories for 35 children and 16 parents and then ran an Easter Egg hunt. She regularly gets 30 people at her sessions now - and she's brilliant!

We felt that the training had been very sensitively tailored to the needs of our group. Jerry was reassuring and encouraging in equal measure which was just what we wanted and needed. Staff arrived at the sessions feeling a bit apprehensive, but the majority left with a glow of confidence having taken part in a light-hearted training course that gave them lots of support, loads of ideas, plenty to laugh at and time to talk through their worries.

One of our library managers, who was previously nervous about storytelling in front of a group, couldn’t wait to put her new-found enthusiasm into practice and told some stories to a class “without worrying about making mistakes” first thing the morning after the course. Jerry was warm, approachable, adaptable and made everyone smile. He also offered his email details to all the staff on the course in case they wanted to talk anything through with him once they were back in their branches. We really felt that he was interested in the people on the course.
Cathy Myers, Early Years Librarian, Lewisham Library and Information Service.

The training was exactly what we were after. The staff were highly motivated by Jerry and his approach. The content was not only appropriate but went beyond the parameters we had set and left us with real food for thought regarding reader development. It has given us some great ideas on how to take reader development forward as an authority. The training was delivered in a fun way. Jerry’s enthusiasm shone through and the content was thought provoking, interesting and motivating.

Jerry had delegates eating out of the palm of his hand within minutes of starting. He is clearly an expert in the area and has years of practical experience he was able to pass on during the training day. The training style was easy going and fun. He built up a great rapport with the delegates, who all commented on how enjoyable Jerry had made the day. This was one of the best training days we have delivered in North Lanarkshire. This is down to Jerry and his approach. It was as close as you can get to a perfect training day; one that has already had impact, as we have seen how staff have begun to adopt approaches talked about during the day into their everyday reader development and book group activities.
Russell Brown, Children's and Young People's Library Service Manager, North Lanarkshire Education & Learning Services

Jerry's training is very enjoyable and lively. He imparts a lot of information with a light touch and stimulates participants in creative thinking. He has a down to earth and humorous approach, sharing lots of practical ideas as well as a wealth of information about relevant legislation, government strategies etc.
Michele Eaton, Head of Schools Library and Museum Service, East Sussex County Council

For further client recommendations and testimonials, contact Jerry Hurst, or click the LinkedIn link on the left.

Clients include:
Aberystwyth University - ASCEL London - ASCEL South West - Barnet School Libraries Resources Service - Bedfordshire County Council – Berkshire Education Library Service - BEWHICH North London Staff Development Consortium (Barnet, Enfield, Waltham Forest, Hackney, Islington, Camden, Haringey Councils) - Blackburn with Darwen School Library Service - Bournemouth Borough Council - Brighton & Hove City Council - Bristol City Council - Bristol School Library Service - Caerphilly School Library Service - Cambridgeshire County Council - Cheshire Education Library Service - CILIP School Libraries Group, London and the South-East - Cornwall County Council - Cumbria County Council - Derby City Council - Derbyshire County Council - Devon County Council - Dumfries & Galloway Council - Durham County Council - East Riding of Yorkshire Council - East Sussex County Council - Edinburgh Information and Learning Resources - City of Edinburgh Council - Essex County Council - Essex School Library Service - FPM Training - Gloucestershire County Council - Gloucestershire Schools Library Service - Gwynedd Council - Hertfordshire County Council - Hertfordshire School Library Service - The Highland Council - Hillingdon School Library Service - Hull City Council - Kent County Council - Kent School Library Advisory Team - Kirklees Council - Knowsley Council - Knowsley School Library Service - Lancashire School Library Service - Leeds City Council - Leeds Schools Library Service - The Libraries Agency - Licensed Victuallers' School - Library Services for Education, Leicester & Leicestershire - Lincolnshire County Council - London Borough of Barnet - London Borough of Brent - London Borough of Camden - London Borough of Croydon - London Borough of Hackney - London Borough of Haringey - London Borough of Islington - London Borough of Kingston upon Thames - London Borough of Lewisham - London Borough of Merton - London Borough of Newham - London Borough of Redbridge - London Borough of Richmond upon Thames - London Borough of Southwark - London Libraries Development Agency - Louth County Libraries, Ireland - Merseyside Library Authorities (Merseyside Capacity Building & Learning Group: Halton, Knowsley, Liverpool, Sefton, St Helens, Warrington, Wirral) - Middlesbrough Council - Milton Keynes School Library Service - Museums, Libraries and Archives London - Museums, Libraries and Archives Yorkshire - Newport City Council - Norfolk County Council - Norfolk School Library Service - North East Region Libraries Workforce Development Group (Darlington, Durham, Hartlepool, Middlesbrough, Newcastle, Northumberland, North Tyneside, Redcar, South Tyneside and Stockton) - North East Wales School Library Service - North Lanarkshire Council - North Lincolnshire Council - North Yorkshire County Council - North Yorkshire School Library Service - Nottinghamshire Education Library Service - Peterborough City Council - Plymouth Schools Library Service - Powys County Council - Reading Ethnic Minority Achievement Service - Reading Borough Council - Redcar and Cleveland Schools Resources Service - Renaissance East Midlands (Museums) - Right to Read [Looked-After Young People], Knowsley - School Library Association - School Library Association (S.W. Wales) - School Library Association (Yorkshire and the Humber) - School Libraries Group (London) - School Libraries Group (Wales) - Scottish Borders Council - SELPIG South-East London Staff Development Consortium (Bexley, Bromley, Croydon, Greenwich, Lambeth, Lewisham, Southwark Councils) - SHARE West London Staff Development Consortium - Sheffield School Library Service - SKILLS North & West London Staff Development Consortium (Brent, Camden, City of Westminster, Ealing, Hammersmith & Fulham, Harrow, Hillingdon, Kensington & Chelsea Councils) - Somerset Resources for Learning - South East Wales Training Consortium - South Gloucestershire Council - South West and Mid Wales Regional Library Partnership - Staffordshire School Library Service - Stoke-on-Trent City Council - Suffolk School Library Service - Surrey County Council – Swansea City and Council - Tales of the City [Looked After Young People] Project, Edinburgh - Time To Read North West Libraries Reader Development Partnership - Torfaen County Borough Council – Vision Redbridge Culture & Leisure - Vivacity Peterborough Culture and Leisure - Wakefield School Library Service - Warwickshire County Council - Western Education & Libraries Board (Northern Ireland) - Wigan School Library Service - Wiltshire & Swindon Learning Resources - Warrington Borough Council - Wirral Schools' Library Service - Worcestershire Schools' Library Service - Wrexham County Borough Council - Youth Libraries Group, London - Youth Libraries Group, North East - Youth Libraries Group, North West - Youth Libraries Group, Scotland - Youth Libraries Group, South East - Youth Libraries Group, South West - Youth Libraries Group, Wales - Youth Libraries Group, Yorkshire and the Humber.

As part of the Young Cultural Creators programme for London Libraries Development Agency and for Museums, Libraries and Archives London, Jerry has worked with:
Bruce Castle Museum, Haringey
Hall Place Tudor House and Gardens, Bexley
Handel House Museum
Keats House
The National Archives
The National Gallery
The National Portrait Gallery
Tate Britain
Tate Modern
The Theatre Museum and National Museum of the Performing Arts (a branch of the Victoria & Albert Museum)

If you need further information, or would like to discuss your requirements, please e mail or phone 07950 408347.

Text and images © Jerry Hurst