A large HR department within a healthcare organisation faced a recurring challenge:
their HR-led modules in an Institute of Leadership and Management (ILM) Level 3 qualification were consistently scoring lower. At the same time, the team needed to rapidly shift from face-to-face delivery to online learning, increasing pressure on already busy HR specialists.
The Challenge
- HR specialists were experts in content, but not always confident trainers
- Online delivery required different design and facilitation skills
- Feedback showed lower learner satisfaction compared to other modules: 32.5%
- The Director wanted a practical, confidence-building solution, not generic training
The Approach
One of our coaches from Brilliora was brought in to support the team.
Key elements of the support:
- Expert-led redesign: the coach had Qualified Teacher Status, with 20 years’ experience
- Content was redesigned specifically for online learning, focusing on:
- Short, manageable learning blocks
- Clear structure and flow
- Active participation rather than passive listening
- Each team leader received tailored coaching
Sessions focused on:
- Building confidence
- Practising delivery techniques
- Using personal strengths and existing experience
- Blending expertise: teaching expertise + HR subject knowledge
The Results
The impact of coaching was:
- clear: the learning was engaging, relevant, and accessible
- measurable:
- all coached modules scored at least 88%, compared to 32.5% prior to the coaching
- 100% of participants said they could apply the learning in the future
Why This Worked
- Confidence built through practice, not theory
- Learning designed to suit how adults learn online
- Coaching adapted to individual needs and strengths
- Clear structure and pacing – supportive for neurodivergent learners
Key Takeaway
When subject experts are supported with thoughtful learning design and personalised coaching, they don’t just deliver training — they deliver learning that works.
This case study shows how targeted coaching can quickly transform confidence, engagement, and outcomes — even in high-pressure, complex environments.