{"id":23414,"date":"2022-11-05T03:20:49","date_gmt":"2022-11-05T03:20:49","guid":{"rendered":"https:\/\/www.talogy.com\/case-study\/first-direct\/"},"modified":"2025-11-29T23:21:00","modified_gmt":"2025-11-29T23:21:00","slug":"first-direct-leadership-emotional-intelligence","status":"publish","type":"case_study","link":"https:\/\/talogy.com\/en-ae\/case-studies\/first-direct-leadership-emotional-intelligence\/","title":{"rendered":"first direct"},"content":{"rendered":"\n<section class=\"wp-block-group alignfull hero-variation-four has-background has-global-padding is-layout-constrained wp-container-core-group-is-layout-b8cc06b1 wp-block-group-is-layout-constrained\" style=\"background:linear-gradient(135deg,rgb(255,255,255) 0%,rgb(255,242,178) 23%,rgb(232,195,255) 48%,rgb(186,249,244) 100%);padding-top:var(--wp--preset--spacing--50);padding-right:var(--wp--preset--spacing--20);padding-bottom:var(--wp--preset--spacing--50);padding-left:var(--wp--preset--spacing--20)\">\n<div class=\"wp-block-columns are-vertically-aligned-top is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-top is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-6a165bb8 wp-block-group-is-layout-constrained\" style=\"margin-top:0;margin-bottom:0;padding-top:0;padding-right:0;padding-bottom:0;padding-left:0\"><div class=\"yoast-breadcrumbs\"><span><span><a href=\"https:\/\/talogy.com\/en-ae\/\">Home<\/a><\/span> \/ <span><a href=\"https:\/\/talogy.com\/en-ae\/case-studies\/\">Talogy client success stories<\/a><\/span> \/ <span class=\"breadcrumb_last\" aria-current=\"page\"><strong>Top team development to enable transformation<\/strong><\/span><\/span><\/div>\n\n\n<h1 class=\"wp-block-heading has-secondary-900-color has-text-color has-link-color has-xxxl-font-size wp-elements-9171255d141a75b1cd9151417804cfd9\" style=\"font-style:normal;font-weight:800\">Top team development to enable transformation<\/h1>\n\n\n\n<p class=\"has-secondary-900-color has-text-color has-link-color has-s-font-size wp-elements-570cd00f53ccc21bb27def29ab31cd41\" style=\"line-height:1.5\"><strong>Client:<\/strong> first direct<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"#form\">Connect with an expert<\/a><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group novashare-pattern has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\"><style>.ns-block-c2bb2c83-618e-482a-b0c7-bc56d70e72ce .ns-button{--ns-btn-color:#A335FF}.ns-block-c2bb2c83-618e-482a-b0c7-bc56d70e72ce .ns-button:hover{--ns-btn-color:#fff}body .ns-block-c2bb2c83-618e-482a-b0c7-bc56d70e72ce a.ns-button:hover .ns-button-wrapper>span{box-shadow:none !important;filter:brightness(1) !important}.ns-block-c2bb2c83-618e-482a-b0c7-bc56d70e72ce .ns-button-icon *,.ns-block-c2bb2c83-618e-482a-b0c7-bc56d70e72ce .ns-button-label span{color:#fff}.ns-block-c2bb2c83-618e-482a-b0c7-bc56d70e72ce .ns-button:hover .ns-button-icon *,.ns-block-c2bb2c83-618e-482a-b0c7-bc56d70e72ce .ns-button:hover .ns-button-label span{color:#A335FF}<\/style><div class='ns-buttons ns-block-c2bb2c83-618e-482a-b0c7-bc56d70e72ce ns-no-print'><div class='ns-buttons-wrapper'><a href='' aria-label='Share on LinkedIn' target='_blank' class='ns-button linkedin' rel='nofollow'><span class='ns-button-wrapper ns-button-block'><span class='ns-button-icon ns-button-block'><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"-32 0 512 512\"><path fill=\"currentColor\" d=\"M100.28 448H7.4V148.9h92.88zM53.79 108.1C24.09 108.1 0 83.5 0 53.8a53.79 53.79 0 0 1 107.58 0c0 29.7-24.1 54.3-53.79 54.3M447.9 448h-92.68V302.4c0-34.7-.7-79.2-48.29-79.2-48.29 0-55.69 37.7-55.69 76.7V448h-92.78V148.9h89.08v40.8h1.3c12.4-23.5 42.69-48.3 87.88-48.3 94 0 111.28 61.9 111.28 142.3V448z\"\/><\/svg><\/span><span class='ns-button-label ns-button-block ns-hide'><span class='ns-button-label-wrapper'>LinkedIn<\/span><\/span><\/span><\/a><a href='' aria-label='Share on X' target='_blank' class='ns-button twitter' rel='nofollow'><span class='ns-button-wrapper ns-button-block'><span class='ns-button-icon ns-button-block'><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 512 512\"><path fill=\"currentColor\" d=\"M389.2 48h70.6L305.6 224.2 487 464H345L233.7 318.6 106.5 464H35.8l164.9-188.5L26.8 48h145.6l100.5 132.9zm-24.8 373.8h39.1L151.1 88h-42z\"\/><\/svg><\/span><span class='ns-button-label ns-button-block ns-hide'><span class='ns-button-label-wrapper'>X<\/span><\/span><\/span><\/a><a href='' aria-label='Share on Facebook' target='_blank' class='ns-button facebook' rel='nofollow'><span class='ns-button-wrapper ns-button-block'><span class='ns-button-icon 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359.2l-4.4-7c-18.5-29.4-28.2-63.3-28.2-98.2 0-101.7 82.8-184.5 184.6-184.5 49.3 0 95.6 19.2 130.4 54.1s56.2 81.2 56.1 130.5c0 101.8-84.9 184.6-186.6 184.6m101.2-138.2c-5.5-2.8-32.8-16.2-37.9-18-5.1-1.9-8.8-2.8-12.5 2.8s-14.3 18-17.6 21.8c-3.2 3.7-6.5 4.2-12 1.4-32.6-16.3-54-29.1-75.5-66-5.7-9.8 5.7-9.1 16.3-30.3 1.8-3.7.9-6.9-.5-9.7s-12.5-30.1-17.1-41.2c-4.5-10.8-9.1-9.3-12.5-9.5-3.2-.2-6.9-.2-10.6-.2s-9.7 1.4-14.8 6.9c-5.1 5.6-19.4 19-19.4 46.3s19.9 53.7 22.6 57.4c2.8 3.7 39.1 59.7 94.8 83.8 35.2 15.2 49 16.5 66.6 13.9 10.7-1.6 32.8-13.4 37.4-26.4s4.6-24.1 3.2-26.4c-1.3-2.5-5-3.9-10.5-6.6\"\/><\/svg><\/span><span class='ns-button-label ns-button-block ns-hide'><span class='ns-button-label-wrapper'>WhatsApp<\/span><\/span><\/span><\/a><a href='' aria-label='Share via Email' target='_self' class='ns-button email' rel='nofollow'><span class='ns-button-wrapper ns-button-block'><span class='ns-button-icon ns-button-block'><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 512 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0-43.387 7.819-59.79 20.895l-102.486-64.054a96.55 96.55 0 0 0 0-41.683l102.486-64.054C308.613 184.181 329.392 192 352 192c53.019 0 96-42.981 96-96S405.019 0 352 0s-96 42.981-96 96c0 7.158.79 14.13 2.276 20.841L155.79 180.895C139.387 167.819 118.608 160 96 160c-53.019 0-96 42.981-96 96s42.981 96 96 96c22.608 0 43.387-7.819 59.79-20.895l102.486 64.054A96.3 96.3 0 0 0 256 416c0 53.019 42.981 96 96 96s96-42.981 96-96-42.981-96-96-96\"\/><\/svg><\/span><span class='ns-button-label ns-button-block ns-hide'><span class='ns-button-label-wrapper'>Share<\/span><\/span><\/span><\/a><\/div><\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-top is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image aligncenter size-full has-custom-border\"><img decoding=\"async\" width=\"770\" height=\"578\" src=\"https:\/\/talogy.com\/wp-content\/uploads\/2025\/04\/hero-v4-yellow-background-woman-gold-glasses.jpg\" alt=\"woman wearing gold glasses\" class=\"wp-image-104487\" style=\"border-radius:10px;box-shadow:var(--wp--preset--shadow--elevation-300)\" srcset=\"https:\/\/talogy.com\/wp-content\/uploads\/2025\/04\/hero-v4-yellow-background-woman-gold-glasses.jpg 770w, https:\/\/talogy.com\/wp-content\/uploads\/2025\/04\/hero-v4-yellow-background-woman-gold-glasses-300x225.jpg 300w, https:\/\/talogy.com\/wp-content\/uploads\/2025\/04\/hero-v4-yellow-background-woman-gold-glasses-768x576.jpg 768w\" sizes=\"(max-width: 770px) 100vw, 770px\" \/><\/figure>\n<\/div>\n<\/div>\n<\/section>\n\n\n\n<h2 class=\"wp-block-heading\">The challenge<\/h2>\n\n\n\n<p>first direct is widely recognised as the best bank for customer service, topping the Customer and Markets Authority customer service league tables in 2018. As a result, the business is in a period of growth and change, expanding into non-traditional markets and developing its digital capability.<\/p>\n\n\n\n<p>When they approached Talogy, first direct had a newly formed leadership team that needed to rapidly establish new and effective ways of leading and working together. It was vital for first direct to take all of their people with them on the change journey and operating with Emotional Intelligence (EI) was identified as critical to success.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The solution<\/h2>\n\n\n\n<p>We created a bespoke team development programme involving diagnostics, one-on-one coaching and facilitated workshops. Talogy&#8217;s Emotional Intelligence Profile and Leadership Climate Indicator were used to enable leaders to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Develop their Emotional Intelligence to engage and lead their teams successfully through transformation<\/li>\n\n\n\n<li>Work collaboratively and effectively as a team<\/li>\n\n\n\n<li>Challenge each other and their teams to drive high performance<\/li>\n\n\n\n<li>Be &#8220;positive agitators,&#8221; adopting and enabling a growth mindset.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">The results<\/h2>\n\n\n\n<p>The leadership team experienced improvements in relationships and healthier ways of working, particularly when dealing with challenging situations such as ambiguity, priority tension and conflict. As well as smoother processes, increased self-awareness and improved management have led to the leadership group and their teams seeing consistently better outcomes.<\/p>\n\n\n\n<p>In addition, participants in the development program have become advocates for the organisational change journey. The business is exceeding all of their growth targets and is on track to achieve the digital strategy. The concepts of Emotional Intelligence are being cascaded down to fully embed the importance of Emotional Intelligence into the business.<\/p>\n\n\n\n<div class=\"wp-block-columns alignwide are-vertically-aligned-center has-border-color has-primary-500-border-color has-white-color has-text-color has-link-color wp-elements-3032f705a26bfca0c100e60a08c6a947 is-layout-flex wp-container-core-columns-is-layout-0689879a wp-block-columns-is-layout-flex\" style=\"border-width:2px;border-radius:18px;padding-top:var(--wp--preset--spacing--60);padding-right:var(--wp--preset--spacing--70);padding-bottom:var(--wp--preset--spacing--60);padding-left:var(--wp--preset--spacing--70)\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-container-core-column-is-layout-470e7e12 wp-block-column-is-layout-flow\" style=\"padding-top:0;padding-right:0;padding-bottom:0;padding-left:0;flex-basis:100%\">\n<blockquote class=\"wp-block-quote talogy-quote is-style-large is-layout-flow wp-block-quote-is-layout-flow is-style-large--1\">\n<p class=\"has-teal-500-color has-text-color has-link-color wp-elements-54f280ec2f04d62de16990be9ff7e62a\">Talogy created a safe environment where we could explore current ways of working. They encouraged us to challenge ourselves and each other to drive greater team collaboration and effectiveness and move forward in a very real and tangible way.<\/p>\n\n\n\n<p class=\"talogy-quote_author has-white-color has-text-color has-link-color wp-elements-2fe327b3e80d4c59676882b1febc6273\" style=\"font-style:normal;font-weight:400\">Rachel McNee<\/p>\n\n\n\n<p class=\"talogy-quote_author-title has-secondary-500-color has-text-color has-link-color wp-elements-1d2936fdd5697050de42e9a3d70dd0ed\" style=\"font-style:normal;font-weight:400\">Head of HR, first direct<\/p>\n<\/blockquote>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group alignwide has-black-background-color has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\" style=\"margin-top:var(--wp--preset--spacing--40);margin-bottom:var(--wp--preset--spacing--40);padding-top:0;padding-bottom:0\">\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-85518bf0 wp-block-columns-is-layout-flex\" style=\"margin-top:0;margin-bottom:0;padding-top:var(--wp--preset--spacing--60);padding-bottom:var(--wp--preset--spacing--60)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading has-primary-500-color has-text-color has-link-color has-xxl-font-size wp-elements-3c428ba165352dd981c3a0ddcd49c1f7\" id=\"form\">Do you have a similar challenge? Talk to our experts.<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-top has-border-color has-primary-500-border-color has-white-background-color has-background is-layout-flow wp-block-column-is-layout-flow\" style=\"border-width:2px;padding-top:var(--wp--preset--spacing--10);padding-right:var(--wp--preset--spacing--10);padding-bottom:var(--wp--preset--spacing--10);padding-left:var(--wp--preset--spacing--10)\">\n<div class=\"wp-block-group has-white-background-color has-background has-global-padding is-layout-constrained wp-container-core-group-is-layout-b807a22d wp-block-group-is-layout-constrained\" style=\"margin-top:0;margin-bottom:0;padding-top:var(--wp--preset--spacing--40);padding-right:var(--wp--preset--spacing--40);padding-bottom:var(--wp--preset--spacing--40);padding-left:var(--wp--preset--spacing--40)\">\n<script data-ot-ignore type=\"text\/javascript\" src=\"https:\/\/js-eu1.hsforms.net\/forms\/v2.js\"><\/script>\n\n<script data-ot-ignore>\n(function() {\n    function createHubSpotForm() {\n        if (window.hbspt && window.hbspt.forms) {\n            hbspt.forms.create({\n                region: \"eu1\",\n                portalId: \"24974645\",\n                formId: \"cae533e7-4bc4-4718-9484-10d52830550b\"\n            });\n        } else {\n            setTimeout(createHubSpotForm, 100);\n        }\n    }\n    createHubSpotForm();\n})();\n<\/script>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Top team development to enable transformation Client: first direct The challenge first direct is widely recognised as the best bank for customer service, topping the Customer and Markets Authority customer service league tables in 2018. As a result, the business is in a period of growth and change, expanding into non-traditional markets and developing its [&hellip;]<\/p>\n","protected":false},"featured_media":119407,"parent":0,"comment_status":"open","ping_status":"closed","template":"general-template","meta":{"wds_case_study_client_name":"first direct","wds_case_study_alternate_title":"Top team development to enable transformation","wds_case_study_client_logo":"https:\/\/talogy.com\/wp-content\/uploads\/2025\/09\/logo-First-Direct.svg","footnotes":""},"tags":[],"case_study_assessment_type":[805,813,821],"tax_category":[],"tax_industry":[497],"case_study_talent":[613,619,622],"class_list":["post-23414","case_study","type-case_study","status-publish","has-post-thumbnail","hentry","case_study_assessment_type-assessment-development-centres","case_study_assessment_type-emotional-intelligence-en-ae","case_study_assessment_type-leadership-en-ae","tax_industry-finance-insurance-en-ae","case_study_talent-creating-resilient-adaptable-culture","case_study_talent-developing-future-ready-workforce","case_study_talent-developing-leaders-today-tomorrow"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - 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