Capability areas

Six areas. Configured to the work your people actually do.

These are the curriculum frameworks we build from. Each one is shaped to your roles, scenarios and languages — we publish individual course titles only when the assets and the delivery scope behind them are ready.

Discuss a program See a sample journey

Leadership

Sample available

Feedback, delegation, team management and leading change

Hands-on output: A practised conversation, a team charter or a development plan

A representative sample from this area can be inspected on the Examples page.

Example learning focus

Giving feedback that changes behaviour
Delegating work and following up without taking it back
Managing performance conversations
Leading a team through a change in how it works

In a business

A first line manager rehearses a difficult feedback conversation with a peer and a facilitator, then holds the real one within two weeks.

In government

A department supervisor rehearses the same conversation using a public-service performance framework and their own team's workload.

Strategy

In development

Priorities, strategic choices, execution and performance review

Hands-on output: A strategy map, a priority plan or an execution review

Materials for this area are being assembled and reviewed before publication.

Example learning focus

Turning direction into a small number of priorities
Making and defending a strategic choice
Building an execution plan people can follow
Running an honest performance review

In a business

A leadership team narrows eleven initiatives to three and writes what it will stop doing.

In government

A directorate maps its mandate to public value, service quality and interdepartmental dependencies rather than revenue.

Marketing

In development

Audience insight, positioning, campaigns and measurement

Hands-on output: A campaign brief, an audience proposition or a measurement plan

Materials for this area are being assembled and reviewed before publication.

Example learning focus

Understanding an audience before writing a message
Writing a proposition that survives a competitor comparison
Briefing and running a campaign
Measuring what the campaign actually changed

In a business

A marketing team rewrites a product proposition and tests it against two competitors.

In government

A communications team plans a public awareness campaign with a defined behaviour change and a measurement approach.

Sales

In development

Discovery, qualification, proposals, negotiation and account planning

Hands-on output: A role-play, an account plan or an improved proposal

Materials for this area are being assembled and reviewed before publication.

Example learning focus

Running a discovery conversation that finds the real need
Qualifying out early and honestly
Writing a proposal a buyer can approve internally
Planning an account rather than chasing a deal

In a business

An account manager rebuilds a live proposal after a scored role-play and a peer review.

In government

A partnerships team adapts the same structure for stakeholder engagement and mandate-aligned proposals.

Customer service

Sample available

Enquiry handling, service recovery, empathy and escalation

Hands-on output: A service scenario response and an improved customer or citizen journey

A representative sample from this area can be inspected on the Examples page.

Example learning focus

Handling an enquiry to a clear resolution
Recovering a service failure
Using empathy without losing control of the call
Escalating with the right information

In a business

A service team works a recovery scenario from a real complaint log and rewrites the response.

In government

A citizen-service team works the same scenario as a counter and call-centre interaction against the published service standard.

Operations

Scoped on request

Process mapping, problem solving, project execution and coordination

Hands-on output: A process map, an improvement experiment or an operating checklist

Built to your roles, scenarios and languages as a commissioned program.

Example learning focus

Mapping how work actually flows today
Finding the cause rather than the symptom
Running a small improvement experiment
Coordinating work across teams

In a business

An operations team maps an order-to-delivery handover and removes two approval steps.

In government

A service unit maps an interdepartmental approval route and agrees one owner per step.

AI adoption

A thread across these areas, not the headline.

Where a client's roles require it, AI use runs through the relevant capability as practical exercises: what to delegate to a tool, how to check its output, and where judgement still belongs to the person.

Potential Courses designs the learning and the practice. Any live agent product used inside a program is provided by NGB.ai or the relevant platform team. We do not make AI the headline for every learning need.

For government audiences

Same objectives, different scenery.

Examples adapt to public-service mandates, stakeholder engagement, interdepartmental coordination and responsible service delivery, using your approved policies and scenarios.

Jurisdiction-specific or regulated material in a curriculum is reviewed by a topic specialist before it is delivered.

How the method carries across both