The Power of Listening to Delegate Feedback

If you have ever attended one of our training sessions, you will know that the table behind me is rarely clear. Normally, it is covered with printed handouts and guidance notes – all part of how we have traditionally delivered our training.  So why is it empty in this photograph?

It is simple: feedback matters.

After one of our recent training sessions, ‘Equality, Diversity and Inclusion – Raising Awareness and Preventing Bullying and Harassment at Work’, a delegate shared a thoughtful comment that really struck a chord. They suggested we consider reducing the volume of printed materials and look at more digital options to support sustainability and convenience.

In brief, here is what they said:

“Use less printed material in order to reduce the carbon footprint.”

It was a simple, constructive comment, but it raised an important point. So, I decided to test a new approach.

For delivery of our ‘Introduction to HR’ session, we trialled a paper-light format. I embedded all of the handout content (other than exercise materials and a reusable master copy for myself) directly into the presentation. Delegates were then sent the materials electronically the following day, giving them a clean, accessible version to refer back to at their convenience.

The result? It worked brilliantly!

Delegates appreciated not having to juggle printed documents during the session, and they valued receiving the materials digitally, where they could easily store, search, and revisit the content. Internally, we noticed a few immediate benefits too – less time spent printing and collating materials, reduced paper usage, and ultimately, lower preparation costs. From a sustainability perspective, it also aligns better with our values and those of many of our clients.

We have always taken pride in delivering high-quality, engaging training sessions. Part of that process is inviting and acting on feedback from our delegates. It’s how we refine our content, tailor our approach, and stay relevant in a fast-changing professional landscape. This feedback genuinely made me stop and think.

This small change highlighted something much bigger: the value of actively listening. As professionals in HR, learning and development, and consultancy, we often advise our clients to build feedback loops into their organisational culture and this was a timely reminder to practise what we preach.

Sometimes, improving what we do does not require a huge transformation. It is about being open, responsive, and willing to try something new. In this case, one small change to our delivery format had a meaningful impact – for our delegates, for our business, and for the environment.

Just another reminder that great ideas often come from the people in the room and that listening makes all the difference.

And the feedback from the next session was great so there was no drop in the quality of learning – win/win!

Please contact our HR Team if you would like  information about our training courses or any other support in respect of HR or organisational and management development at 02921 303888 or development@est-group.co.uk