Q. Tell us a bit about yourself, and what your areas of expertise are in your role as a Thornfields trainer/associate?
Hi, I'm Gabby! My journey in the NHS began as a practice manager 13 years ago, and today, I'm a full-time trainer and facilitator, living with my husband and our small dog in the West Country.
With over 25 years of experience in learning and development, I specialise in creating and delivering workshops for NHS frontline staff.
I specialise in leadership and management, conflict management, customer service skills and communications. Out of all these, conflict management is my favourite. If you’d asked me 15 years ago, I’d have been surprised to hear myself say that. However, it's a fascinating and highly relevant subject in general practice today.
Q. How did you come to be a Thornfields Associate?
I’d heard great things about Thornfields in the general practice community. After meeting a couple of their trainers, I was inspired to see if they had any opportunities for training associates. I reached out and luckily, they were running a two-day onboarding session the next week. Before I knew it, I was on a train to Leeds!
Q. How did you feel when you first started, and what advice would you have today for new trainers or those considering the role?
When I first started I felt nervous and excited. If you feel the same, it does get much better with time and practice. It’s normal and even seasoned trainers and facilitators I know say they still have a moment of butterflies in the stomach before a workshop begins. And that’s a good thing! You need a certain level of adrenaline to do a good job. It means you care and are conscientious. So embrace it and try and reframe it. Instead of saying to yourself, ‘I’m so nervous’ think ‘I’m really excited. This is going to be great’.
Visualise a room full of smiling, welcoming people ready for a great training session!
Confidence comes with time, so keep going, it’s worth it. Whatever happens, stay calm, keep smiling and remember it’s your job to find a solution. If you get to the venue and they have to move the training room to a large stationary cupboard, don’t panic. Even if it means projecting slides onto a cupboard door and using piles of shrink-wrapped loo paper as seats (yes, this actually happened!)
Other things that might be useful that I do:
- Give yourself a generous time buffer. Aim to arrive an hour early, then add 30 minutes plus travel time.
- Communicate with the venue beforehand to check for equipment, catering, and parking.
- If you have a practice-based contact, introduce yourself via email and share your mobile number.
- Keep Thornfield’s contact number handy for any delays or issues and print out the venue/contact info from Unity before you go.
- If you’re using a SatNav – Take a paper copy from AA Route Finder with you just in case.
- Bring all necessary equipment, even if the venue says they have their own.
- Upload your slides to two USBs, your laptop, and email a copy to yourself.
Q. And now, as an experienced trainer, what are your feelings about the role?
I love helping people have their own lightbulb moments. The interaction is fantastic, and I’ve found a role I truly enjoy. It’s a great way to earn a living, and I can’t imagine retiring from facilitation—it’s not a traditional job for me.
Q. What have the main changes been since you became a trainer for us?
Going virtual! 2021 opened up a whole new world. There's also been an increase in challenging patient behaviour and a significant need to support staff in managing the stress of working in general practice.
Q. What one thing would you tell yourself now if you could go back in time to the start of your career?
Relax and enjoy it!
Q. You must have seen and been involved in many success stories – have any stood out in particular?
The success stories have a common theme and to summarise, it comes down to the impact of the training on people long after I’ve left the building. I’ve received genuine feedback from staff saying the training has inspired them to change their behaviour and the way they think, significantly boosted their confidence, improved their interactions with colleagues, and helped them handle difficult patients. That makes it all worthwhile.
Q. Is there a particular individual who has had a big impact on your career, or your role as a trainer, that you’d like to thank?
There have been many, but if I have to name one, it’s a colleague called Nicki Davey from SaltBox Training. Her energy, enthusiasm, knowledge, expertise, and unwavering support have been incredibly inspiring and motivating.
Q. How would you sum up the Thornfields team? What do you put Thornfield’s success in the marketplace down to?
The Thornfields team know their customers and understand their needs. The trainers come from primary care, so they connect with clients on a real level.
Great marketing and sales, combined with excellent training, backup, and support for trainers.
Q. And finally… how do you relax at the end of a busy day?
Gardening, dog walking, writing, playing skittles, enjoying a glass of wine, and watching the latest episode of The Bear.
If you would like to become and Associate and help Thornfields deliver training to our fantastic health and care clients, or help us to keep our policies and procedures up to date, then contact us today!
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