From training to measurable behaviour change: what our work with Havas Play reinforced
Title: From training to measurable behaviour change: what our work with Havas Play reinforced Subtitle: Retention & Growth Coaching built for real client challenges — and designed to scale Client-facing teams don’t need more theory. They need repeatable behaviours that hold up under pressure: tough conversations, shifting scopes, retention risks, and growth opportunities. That’s exactly what ARMA set out to support through the Retention & Growth Coaching programme delivered with Havas Play. What the testimonial highlights (and why it matters) Ella Deery, L&D Senior Talent Development Partner, captured the heart of the programme: it was credible, grounded in real client challenges, and delivered clear improvements in confidence, capability, and consistency — supported by a robust pre/post measurement approach and a structure that scaled across teams and levels without losing impact. This combination — relevance + coaching + measurement — matters because capability-building is directly connected to retention. LinkedIn Learning has reported that 94% of employees say they would stay longer at a company that invests in their learning and development. Why we design for behaviours (not “information”) In client service, knowledge is rarely the bottleneck. The bottleneck is consistency: Behaviour is where performance becomes visible — and where coaching creates leverage. Measurement: the difference between “well-received” and “working” A key reinforcement from this work: measurement doesn’t need to be complicated, but it must be intentional. To track tangible outcomes, we recommend combining: This is especially important when engagement is declining globally. Gallup reported global engagement fell to 21% in 2024. In that environment, development needs to be practical, credible, and implemented, or it becomes noise. Scalability without losing impact The testimonial also speaks to something many L&D leaders struggle with: scale. Programmes often work brilliantly in one cohort — then dilute when rolled out wider. Designing for scale means: What’s next This week, ARMA and Havas Play are moving into a new workshop phase to elevate the work further — strengthening the behaviours that drive retention, growth, and consistency across client-facing teams. If you’re building L&D for client services and want outcomes you can track (not just “inspire”), ARMA can help you design coaching-led programmes that scale — grounded in real client challenges.