Jerry Hurst Training Courses
Supporting work with readers and learners of all ages, interests and abilities

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"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.

Jerry delivers bespoke, on-site training in each of the following broad areas:

Advocacy in action; Behaviour & conflict management; Change management; Creating inspirational libraries; Cultural transformation; Customer service and customer care, including mystery shopping, in support of training and / or consultancy; Dealing positively with change; Effective floor walking and creating a customer-centred library; Leading, managing & supporting staff, including volunteers; Outcomes-based service planning, delivery & evaluation; Partnership working; Presentation skills & public speaking; Reader development, including reading groups; School class visits; School library self-evaluation; Service promotion, including the promotion of children’s & young people’s library services; Storytelling; Training-the-trainer; Transformational leadership; Whole-school reading for pleasure; Working with children & young people.

Training is provided on-site, and many courses are available in short modules. Jerry is also available for workshops and seminars focusing on any, or combinations of these areas.

New training, adaptable to client requirements:

Success Through Change. Supporting staff:

  • to be in the best possible position to move successfully into a new structure
  • to think about what each of us wants, where we might fit and what we can bring to the new service
  • to recognise – and celebrate all the things we are good at, that will be so valuable throughout the process of change
  • to understand what a Personal Development Plan (PDP) is and why it is so important
  • to understand what goes in a PDP
  • to be confident, or more confident in dealing with change
  • to understand what customers will expect of us as we move into new ways of working
  • to be confident, or more confident in applying for a job
  • to explore tried-and-tested ways to produce a strong job application
  • to be confident, or more confident in job interviews
  • to explore tried-and-tested ways to succeed in job interviews

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.

Delivering Excellence. Here, we explore:

  • How and why our services and our roles have changed & the exciting new opportunities to engage with customers
  • The nature, range and value of the services we deliver
  • What we mean by service ‘excellence’
  • Customers’ perceptions of our services, service excellence… and us
  • How to deliver the very best impression of ourselves and of our services
  • Customer journey mapping as a tool to understand customers and improve service
  • Established, tried-and-tested approaches to making the customer experience as positive as it can be
  • The need to positively embrace change… turning ‘fears’ to positive opportunities
  • Established, tried-and-tested approaches to dealing positively with change

"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).

For more information about Jerry's training, please see below or select from the options on the left of this page.

To support clients through these times of change, and as we strive to make limited resources stretch further, Jerry is offering his range of high quality, tried and tested services at very significantly reduced rates. This includes:

• Training, worksops and seminars.
• Delivery of programmes and one-off projects.
• Front-line staff support.
• Strategic or hands-on consultancy.

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

Jerry contributes to work with children, their parents and carers, teenagers or adults and to programmes covering the full range of service provision. He has worked with more than one hundred clients, most commissioning further work. Many courses are adaptable to Library, School, Archive, Theatre, Arts, Museum, Heritage, Customer Service, Sports and Leisure settings and Jerry is more than happy to create new training courses to meet client needs.

Training content, level, approach and intended learning outcomes are always designed to reflect the client's brief. This approach ensures that outcomes for participants are closely aligned with local service and staff development priorities.

Jerry's courses are very practical and participative and they are rooted in the reality of service delivery. Because of this, the theory is always underpinned by ideas for practical implementation. Comprehensive support materials are provided for every session.

The training venue needs to be large enough to allow participants to split into groups and there is usually a need for access to a data projector and screen, flipchart, paper and pens.

Here is further recent client feedback. For a wide range of client testimonials, go to Clients' comments.

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 Librarie

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

Feedback from participants was very strong, and following the course we have received many comments about the ‘positivity’ of the training and how motivational it was. People enjoyed the session, and it has caused us to consider other training requirements of our frontline staff. The flexibility of the course enabled the relevant areas to be covered, keeping the pace and content relevant to the group. Jerry has an informal training style that is well-matched to the needs of our service and that staff respond positively to. The training was high quality, as usual. Thank you.
Rob Sanderson, Customer Service Manager,
Wigan Leisure and Culture Trust.

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 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 Centre, Kirklees Council.

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.

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 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 pupils both at school and at home.
Shirley Drummond, Teacher at Cadogan House, Royal Masonic School for Girls.

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

If you need further information, or would like to discuss your requirements, please e mail or telephone +44(0)20 8364 6166.

Text and images © Jerry Hurst