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 episode
- How to use creative, domain-specific icebreakers (like planning a music festival) to unlock core values and engagement on day one
- Why adopting a "names, not job titles" culture removes hierarchy, builds psychological safety, and improves leadership engagement during onboarding
- How to prepare front-line teams for difficult, legal-adjacent conversations without relying on rigid scripts that destroy human rapport
- Practical psychological techniques to help delegates stay calm, disassociate during high-friction interactions, and lead with empathy
- How internal mobility and clear progression pathways turn front-line knowledge into long-term leadership talent
- Key facilitation takeaways for L&D professionals: leveraging delegates' existing skills, keeping training engaging, and adapting styles for diverse learners
📮The Assembly Debrief
A short, practical email unpacking the best ideas from each episode, designed for modern learning leaders who want insight without the noise.
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What is The Assembly?
The Assembly: Where L&D Minds Assemble
The future of workplace learning doesn’t live in theory — it lives in lived experience, fresh research, and honest conversations.
That’s what The Assembly delivers.
Hosted by Adam Lacey, Co-Founder of Assemble You and digital learning veteran, and Brigid McCormack, a newcomer to the world of L&D, this is your go-to space for rich, real talk on what’s driving L&D forward.
In each episode, you’ll find:
Richer insights that go beyond surface-level tips to unpack what really works in learning today
Expert perspectives from leaders shaping the L&D landscape
Access to new research on tech, methods, and innovations defining tomorrow’s learning culture
Practical strategies you can use right now to build essential skills like leadership, communication, and adaptability
Whether you’re designing programs, shaping strategy, or driving culture change — if learning is your thing, this is your podcast.
Formally known as L&D Challenges.