Feedback is hard, especially in hybrid settings. We worked with IHG to create drama-based training videos that show managers how to handle tough conversations with confidence.

InterContinental Hotels Group (IHG) is one of the world’s leading hotel companies, with a portfolio of well-known brands across more than 100 countries. Their culture centres on “True Hospitality for Good”. Supporting not only guests, but also colleagues. Because their managers often balance performance management with customer care, IHG wanted to make sure feedback conversations felt constructive and consistent, whether in an office, on-site, or through a hybrid setup.

IHG commissioned a series of drama-based customer service and leadership training videos (via our partners at ted Learning) to address one of the toughest skills for managers: performance feedback. The videos needed to show how to balance empathy and clarity, while making hybrid and remote settings feel no less personal.

Working closely with our partners at ted Learning we collaborated closely on script development, ensuring each scenario reflected the real challenges IHG leaders face. Then we sourced and booked locations across office and residential settings to mirror hybrid realities. On set, I filmed and acted as director of photography, shaping each scene to look authentic and engaging. Finally, we handled all post-production, weaving performance, tone, and visual clarity into a polished training resource that felt true to IHG’s values.

The result is a set of short, sharp training dramas that show not just what to say, but how to say it. Managers can see themselves in the scenarios—recognising both the pitfalls and the best practices. By using natural dialogue and familiar settings, the videos make potentially difficult feedback moments feel relatable, coachable, and far less daunting.