Find out more about our Professionals...

Nick Drake-Knight //NDK Group Founder

Nick Drake-Knight has been a conference speaker on management development, sales process, and customer service management topics for more than 20 years. In the 1990s, he lectured in management, before developing his business consulting skills in Europe and the FSU. He returned to work in the UK as a senior business adviser for the DTI funded Business Link network.

NDK Group provides the platform for Nick's public speaking interests, change management interventions, management development programmes, & HRM consultancy in partnership with colleagues. He is a visiting speaker at a number of UK University Business Schools and is a director of the UK's largest multi-media mystery shopping company.

Nick is an authority on the use of video and telephone mystery shopping materials to coach effective customer service and sales technique. He has helped many global brand names to implement his unique Continue & Begin™ coaching model, and has written the sales processes for well-known big-ticket retail park giants. He continues to work with some the UK's leading B2C businesses, developing managers, sales processes and customer service excellence.

Nick is author of a number of popular business books - see www.ndk-group.com/bookstore and speaks at internationally at conference events.

Fran Osman-Newbury FCIPD // Principal Consultant

Fran is a Fellow of the Chartered Institute of Personnel and Development, a Member of the Institute of Management, and of the Association of Stress Consultants. She is completing her Graduate Diploma in Law before commencing the Bar Vocational Course in October 2009.

Fran has extensive working knowledge of human resource management gained from personnel management experience in a blue chip environment, public sector organisations, and from teaching in further education. She is retained by a number of prestigious clients as an HR consultant.

Fran is also retained as Principal Consultant by the UK's leading multi-media customer service performance improvement agency, working on a daily basis with global brands to enhance service quality. She has been course designer for a diverse range of world-class agencies, bringing her consulting expertise to clients' management development and HRM challenges.

Fran is fully qualified in her specialist disciplines of HR, management, training, coaching and NVQ assessment, as well as being an NLP Master practitioner.

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