Case Study: The Commonwealth Secretariat boosts feedback confidence with Expert Training Systems

Commonwealth Secretariat - Customer Case Study

The Commonwealth Secretariat engaged **Expert Training Systems (ETS)** in 2015 to help support a major shift in performance management, moving from an annual review process to a more continuous, developmental approach. The organisation needed to equip employees across all levels with the skills and confidence to have more “courageous conversations” and give open, honest feedback as part of the cultural change.

**Expert Training Systems** designed and delivered a tailored feedback workshop series for all employees, with 213 people participating, including most senior managers. Delivered within eight weeks and adapted for a highly international workforce, the workshops helped remove fear around feedback and build a stronger performance culture. Employees reported feeling **80% more confident** about giving feedback and **41% more effective** at doing so after the sessions.

Commonwealth Secretariat

Catherine Stow

Adviser and Head Organisational Development and Systems