Standard Bank

How we helped Standard Bank Team Leaders to Think Critically and Solve Problems Proactively and Innovatively

South Africa

4 Sessions

75 Delegates


100% Visible Improvement

The Challenge

The challenge was to empower and upskill Team Leaders to be able to think critically and solve problems proactively and innovatively to prevent the frequent escalation of problems to management.

The Solution

Key Steps designed a practical learning intervention designed to empower the Team Leaders with tools that they would implement immediately. They were given practical business problems to solve and were taught how to think critically and design a business case that they would present to management. The aim was to present a viable solution and get the buy-in needed to solve the problem.

Management found their final presentations of a very high quality and were impressed with the extent of the Team Leaders’ learning and growth.

5 Stars

It's clear our Team Leaders have learned a great deal from the training!

Our Team Leaders have been doing playbacks of their business case on the problems they’ve identified and worked with during the training and it is clear that they have learned a great deal from their sessions. They still have a way to go but it’s nothing some practise and support can’t help solidify. Thanks again for your assistance and guidance. It is greatly appreciated.

Brett Bossenger, IS Client Services Head at Standard Bank

Immensely worth attending - beneficial and practical!

The Critical Thinking and Proactive Problem-Solving sessions were immensely worthy of attending. The learning outcomes have been extremely beneficial and practical. Grateful that I had the opportunity to work with and learn from Sharon.

Sandesh Maharaj, Voice Team Leader, Standard Bank Group

Nothing short of amazing!

Sharon is nothing short of amazing, she always explains in a way that you can relate and understand and gives such valuable tools that you can use and apply immediately within the business. I’ve really learnt how to think critically and apply it within the business and current situations we go through every day. It was such an eye opener. I’ve grown as a Team leader and can now support my team and business using a very different approach. What I’ve learnt is vital and I know that I will use it for the rest of my working career.

Radia Barnes, Voice Team Leader, Standard Bank Group

The Results

Many of the solutions that the Team Leaders recommended were immediately implemented in the business. This solved many critical business problems.

Team Leaders felt empowered and able to solve problems proactively and present viable solutions. This led to them taking ownership. Overall, problems were de-escalated and now solved at a Team Leader level. This positively impacted internal customers by taking pressure off managers and getting quicker and more effective solutions to bankers and external customers.

The Feedback

Across 76 survey responses, Standard Bank Team Leaders rated their Key Steps learning experiences extremely favourably.


Facilitator’s knowledge


Content relevant and practical


Engaging climate of participation


Enabled me to solve problems independently


Team Leaders able to solve problems independently.


Problems solved significantly quicker (in many cases 100% faster).


Team Leaders more empowered, engaged and efficient.


Increased Net Promoter Score (NPS).


Left the session feeling motivated, inspired and empowered!

Dr Sharon is just phenomenal. I left the session feeling motivated, inspired and empowered. Her knowledge, experience of the subject and patience helping us implement it was just out of this world. After the sessions I felt that I had the power to effect the change I need to see in my work. All Team Leaders across the whole business should be given the opportunity to attend.

Relebogile Pitso​s

Voice Team Leader, Standard Bank Group