How to Build Confidence, Community, and Culture in L&D with Paul Headland (PPLPRS)
When Paul Headland moved from client services into Learning & Development at PPLPRS (the joint venture collecting music licensing fees for creators), he recognised that effective training required far more than static e-learning modules or script reading. Navigating sensitive, legally required customer conversations meant empowering new joiners to lead with authenticity, personal confidence, and human connection.Brigid McCormack talks with Paul Headland, L&D Specialist at PPLPRS, about how to design immersive onboarding programs that build trust, eliminate hierarchy, and prepare employees for challenging customer interactions.Paul shares his journey from banking and front-line customer service into L&D, detailing how PPLPRS infuses music, lightheartedness, and communal learning into every step of induction. From crafting custom festival lineups as day-one icebreakers to taking a "names, not job titles" approach that connects new joiners directly with executive leadership, he breaks down how to create a safe space for people to practice, make mistakes, and build confidence.They also discuss how to handle difficult customer calls using psychological coping methods, why businesses should focus on internal talent mobility and long-term career planning from week one, and practical facilitation strategies for modern L&D teams.What you'll learn in this episodeHow to use creative, domain-specific icebreakers (like planning a music festival) to unlock core values and engagement on day oneWhy adopting a "names, not job titles" culture removes hierarchy, builds psychological safety, and improves leadership engagement during onboardingHow to prepare front-line teams for difficult, legal-adjacent conversations without relying on rigid scripts that destroy human rapportPractical psychological techniques to help delegates stay calm, disassociate during high-friction interactions, and lead with empathyHow internal mobility and clear progression pathways turn front-line knowledge into long-term leadership talentKey facilitation takeaways for L&D professionals: leveraging delegates' existing skills, keeping training engaging, and adapting styles for diverse learners 🔗Connect with Paul via LinkedIn - https://www.linkedin.com/in/paul-headland-a146431a4/📮The Assembly DebriefA short, practical email unpacking the best ideas from each episode, designed for modern learning leaders who want insight without the noise. https://eu1.hubs.ly/H0xWSjW0👋Come and connect with usWe're always keen to hear what's resonating or what you're seeing in your world.Adam Lacey - https://www.linkedin.com/in/adamlacey/Brigid McCormack - https://www.linkedin.com/in/brigidmccormack/More from The Assembly & Assemble YouLearning that feels more like great content than training. Explore podcast-style lessons, video shorts, and series designed for real work, plus the AI Confidence Method, a workforce AI change programme that measures what your people really think about AI and then changes it. https://eu1.hubs.ly/H0xWSkk0Privacy & DataThis podcast is hosted by Transistor. For more information on how your data is handled, please visit: https://www.transistor.fm/privacy/