Daytime

Leadership Training

Network: 
Outsourcing Skillnet
Duration 7 Days
Course Fee Contact course provider
Enrolment and Start Dates Comment Contact Network Manager
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience
Further Enquiries outsourcing@ccma.ie
Location of Course Nationwide
Available to Job Seekers: 
Yes
Certified: 
No

Front Line Technical Support Skills

Network: 
Outsourcing Skillnet
Duration 13 Days
Course Fee Contact course provider
FETAC Code 6N2056
Enrolment and Start Dates Comment Contact Network Manager
Course Content The purpose of this award is to equip the learners with the knowledge, skill and competence to operate effectively in a technical support call centre environment to troubleshoot and resolve customer telecommunications and or network problems.
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience
Further Enquiries outsourcing@ccma.ie
Learning Outcomes 1 Examine the role and responsibilities of a Front Line Technical Support Agent
2 Analyse the call centres IT applications and systems
3 Appraise customer queries, providing technical expertise and understanding to troubleshoot and resolve customer problems
4 Explain the basic concepts of information technology
5 Examine the fundamentals of the Internet and different types of Internet Connections
6 Describe the set up and management of network systems and the Telecommunications Network
7 Apply troubleshooting techniques and tools to effectively and efficiently resolve Telecommunications networking connectivity issues
8 Demonstrate a broad range of communication, listening, and customer care skills in dealing with a range of customers and calls
9 Employ a high level of analytical, problem solving, customer care and technical skills to provide solutions to customers queries
10 Troubleshoot and resolve customer queries
11 Navigate multiple software applications simultaneously.
Methods of Assessment Skills Demonstration 40%
Examination - Theory 30%
Examination - Practical 30%
Location of Course Nationwide
Available to Job Seekers: 
Yes
Certified: 
Yes

Introduction to AJAX

Network: 
Outsourcing Skillnet
Duration 1 Day
Course Fee Contact course provider
Enrolment and Start Dates Comment Contact Network Manager
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience
Further Enquiries outsourcing@ccma.ie
Location of Course Nationwide
Available to Job Seekers: 
Yes
Certified: 
No

Managing & Chairing Meetings

Network: 
IPFMA Skillnet
Duration Time: Registration at 08:45, commencing at 09:00 and finishing at 13:00.
Subjects Taught • Introductions
• What makes an effective meeting?
• How to leverage the two key meeting documents: agenda and action list
• Encouraging and managing participation
• Better decision-making
Course Content Employees typically spend between 25% and 75% of their time at meetings – and estimate that 60% of the time is wasted. And it’s not just the financial waste – it’s the waste of people’s enthusiasm, of good ideas, of people’s time. This can be a particular problem for property and facility managers who have to participate in and chair a wide range of meetings, including project meetings, team meetings, client meetings, and Annual General Meetings. A variety of problems cause this waste of time including unprepared participants, challenging behaviours, death by PowerPoint’ and unclear objectives. This half-day morning workshop works on two levels – both harnessing people’s energy as well as looking at practical ways to organise and chair better quicker meetings.

One of the big issues with meetings is that participants feel that there is a lot of sitting around. This course will be run in a very interactive way, so that participants experience a variety of techniques including techniques to:
• generate ideas
• stimulate discussion,
• assess and sort information
• rank priorities / preferences
• assess engagement / commitment to decisions.

These techniques can easily be used by participants in their own meetings.

Pre-course
Participants are circulated with an agenda / description of the course and asked to:
1. Read the HBR article ‘How to Make Every Meeting Matter’ by Tom Krattenmaker

2. Complete and return a pre-course questionnaire

Participants will receive:
• A bound notebook containing comprehensive notes, exercises, copies of slides, checklists and templates.

Further Enquiries Jane Igoe
Learning and Development Manager
P: 01 644 5520
m: 085 852 0166
e: jigoe@ipfma.com
Download Application Form http://www.ipfma.com/ipfma-skillnet/training-courses/maintenance-safety/
Learning Outcomes At the end of this session, participants will be able to:
• Identify clear objectives (both task and process / people) for their meetings
• Run effective meetings which make both them and their company look good
• Leverage the two key meeting documents: the agenda and the minutes / action list
• Manage the meeting for maximum participant engagement and collaboration
• Effectively manage contributions including those invited to present to the meeting
• Ensure quicker, higher quality decisions which participants feel motivated to accept/implement
• Ensure swift and clear follow up on agreed actions
Location of Course Dublin and Galway
Available to Job Seekers: 
Yes
Certified: 
No

Supervisory Management

Network: 
IPFMA Skillnet
Course Content The purpose of good supervisory management training is to prepare managers and supervisors for the task of managing people and time. One of the main reasons companies fail is because of poor management. Good management motivates employees to be more productive and gives them an incentive to stay. This four-day FETAC certified programme will help participants to build on their strengths, address their weaknesses and develop new competencies based on best practice in supervisory management.
Further Enquiries Jane Igoe
Learning and Development Manager
P: 01 644 5520
m: 085 852 0166
e: jigoe@ipfma.com
Download Application Form http://www.ipfma.com/register-for-skillnet/
Learning Outcomes At the end of this course learners will be able to:
• Apply management theory to understand the role and responsibilities of a supervisor.
• Explore a range of supervisory and management skills.
• Develop the critical interpersonal communication skills required for effective supervision.
• Demonstrate the confidence to deal with a variety of challenging situations.
• Develop good work practices appropriate to your role as supervisor / line manager

The specific learning outcomes are grouped into four units
1. Supervisory Management
2. Operational Planning
3. Team Leadership
4. Operational Skills

At the end of the Supervisory Management Module participants will be able to:
• Understand the key concepts, principles and practice in supervisory / line management.
• Build a pattern of effective communication and problem solving to give great flexibility
• Relate supervision theory to planning and evaluation practice
• Undertake a training needs analysis and appropriate initiation of training plans
• Understand relevant legislation (Employment Equality Acts 1998 and 2004 and Data Protection)
• Recognise the benefits of using interactive management.

At the end of the Operational Planning Module participants will be able to:
• Explain the role of goal and objective setting in operational planning and ensure plans are consistent with the organisations objectives, and policies.
• Design an operational work plan for a fixed period including short term objectives and key results areas.
• Integrate short term objectives into a one week work schedule
• Implement a work plan
• Approach problem solving in a structured and creative way

At the end of the Team Leadership Module participants will be able to:
• Understand what teamwork is and how it works
• Negotiate a work plan with team members
• Deliver a briefing to team members
• Keep goals clear and performance high by providing consistent positive and corrective feedback
• Have excellent appraisal and evaluation skills
• Effective in negotiation of decisions and successful resolution of conflicts

At the end of the Organisational Skills Module participants will be able to:
• Explore how the principles of time management affect planning in the workplace
• Plan a meeting e.g. notice, agenda, administration and venue
• Understand the importance and the need to delegate
• Document all elements of the supervision/line management practice.

Methods of Assessment Project work
Available to Job Seekers: 
Yes
Certified: 
No

Customer Service & Telephone Complaint Handling

Network: 
IPFMA Skillnet
Duration One day
Comment To book places on this course, please review the booking terms and conditions below and then call the Network Manager at 085 852 0166 or email skillnet@ipfma.com

Terms & Conditions
1. On receipt of your booking request, OPTIMA Skillnet will confirm your booking and will issue an invoice. Please supply an order number if required by your company.
2. All course fees must be paid in full prior to the commencement of the course.
3. Claims in respect of any cancellation received in writing seven days prior to course will be met in full. All cancellations thereafter will be payable in full. Substitutions may be made at any time.
4. We reserve the right at our absolute discretion and without further liability to cancel the course in which case payment will be refunded.

Number of Places 14
Course Fee 150
Subjects Taught • Communicate with customers in a professional and personable manner
• The importance of customer service to meet customer’s expectations
• How customers evaluate service – RATER (reliable, assurance, tangibles, empathy, responsive)
• Exceptional service – exceed customer expectations at each stage of the service cycle
• The importance of tone of voice to build confidence and control the call
• Create great first impressions and apply the right attitude even under pressure
• Understand what customer’s really want – ask the right questions and verify
• The impact of poor customer service and why customers don’t complain
• Encourage and motivate feedback and complaints from customers to improve business
• Calm the customer, show empathy and really listen to customers
• Measure the severity of complaints to provide the appropriate response required
• Deal with the 3 types of human behaviour – assertive, aggressive and submissive
• Work under pressure to defuse the situation – deal with criticism, remain calm & speak clearly
• Excel in service recovery management – manage complaint and create new opportunities
• Manage different types of customers and difficult situations positively
Enrolment and Start Dates Comment 30th May 2013
Course Content This practical and interactive one-day workshop is designed for staff who communicate daily with internal and external customers by telephone, in particular those who may have to deal with customer complaints on a regular basis. This includes property and facility managers and the full range of support staff in customer service, administration, reception, sales, accounts, order processing, technical support, etc.

The overall aim of the workshop is to help participants develop a greater understanding of the importance of communicating effectively with customers over the telephone, especially when dealing with irate customers. Participants will learn how to deal with customer complaints in a caring, assertive and professional manner without reacting inappropriately; resulting in satisfied and loyal customers.

Training Methodology
The training takes the form of a one-day workshop, with group discussions, exercises, case studies and feedback based on individual / group needs. Each learner receives a workshop manual.

Further Enquiries Jane Igoe
Learning and Development Manager
P: 01 644 5520
m: 085 852 0166
e: jigoe@ipfma.com
Download Application Form http://www.ipfma.com/register-for-skillnet/
Learning Outcomes After completing the workshop, each participant will be able to:
• Apply highly developed communication skills for improved customer relations
• Present a professional image and create the right impression even under pressure
• Build confidence with the customer, whilst portraying a helpful and friendly attitude
• Be able to know how and when to control the call
• Learn the importance of tone of voice to put customers at ease and create empathy
• Apply the 5 key factors (RATER) and deliver great customer service every time
• Learn to really listen to customers, ask the right questions and understand their needs
• Keep promises, keep customers informed, meet expectations & respond quickly and effectively
• Apply adaptable skills to deal with difficult situations confidently
• Differentiate between different levels of dissatisfaction and respond appropriately
• Encourage customer feedback and make it easy for customers to complain
• Learn to be assertive when dealing with different personalities and aggressive behaviour
• Deal with criticism, remain calm, speak clearly and defuse the situation
• Manage customer complaints and difficult situations in a confident and competent manner
• Resolve customer issues and turn complaints into opportunities
• Provide a more personalised service generating happier customers
Location of Course Dublin
Course Web Page: 
http://www.ipfma.com/ipfma-skillnet/training-courses/telephone-skills/
Available to Job Seekers: 
Yes
Certified: 
No

Fire Detection & Alarm Systems

Network: 
IPFMA Skillnet
Duration Half Day Workshop, from 9.30am- 1.00pm.
Comment To book places on this course, please review the booking terms and conditions below and then call the Newtwork Manager at 085 852 0166 or email skillnet@ipfma.com

Terms & Conditions
1. On receipt of your booking request, IPFMA Skillnet will confirm your booking and will issue an invoice. Please supply an order number if required by your company.
2. All course fees must be paid in full prior to the commencement of the course.
3. Claims in respect of any cancellation received in writing seven days prior to course will be met in full. All cancellations thereafter will be payable in full. Substitutions may be made at any time.
4. We reserve the right at our absolute discretion and without further liability to cancel the course in which case payment will be refunded.

Number of Places Limited
Course Content This half-day course aims to give property and facility management professionals a clear understanding of their obligations in respect of the provision, maintenance and servicing of Fire Detection and Alarm Systems in order to ensure that they and their Clients / Users / Responsible Persons comply with their statutory duties.

The course will differentiate between legal requirements and Best Practice. Participants will be encouraged to ask questions throughout the course in order to tease out some of the key issues that arise for property and facility management professionals in relation to Fire Detection and Alarm Systems.

Further Enquiries Jane Igoe
Learning and Development Manager
P: 01 644 5520
m: 085 852 0166
e: jigoe@ipfma.com
Learning Outcomes At the end of this session, participants will be able to:
1. Indicate the Scope of the I.S. 3218 Standard
2. Indicate the Scope of the B.S. 5839 Part 6 (referenced standard within I.S. 3218)
3. Outline the duties and responsibilities of the relevant parties.
4. Understand the basis for Fire detection system categories and their relevant application.
5. Summarise the Certification requirements at all stages of construction.
6. Define the extent of works required by all providers
7. Detail the competencies, skills, compliance and duties required of providers.
8. Review the performance of providers
9. Advise their Clients/Users/Responsible Persons on their obligations under Legislation and Standards
10. Understand the scope of works and duties expected of providers
11. Understand and communicate with relevant enforcing authorities.
12. Assess the documentation provided and its compliance with the requirements of the I.S. 3218 standard.
Trainer The course will be delivered by Paul Condron, Chartered Building Services Engineer and Registered Consulting Engineer. Paul has over 35 years experience in the design and specification of fire alarm systems, and is a member of Standards Development Committee for both IS3218 – Fire Detection and Alarm Systems and IS3217 – Emergency Lighting Standards. He developed and will present this course.
Available to Job Seekers: 
Yes
Certified: 
No

Emergency Lighting Systems

Network: 
IPFMA Skillnet
Duration Half Day Workshop 9.30am - 1.00pm.
Comment To book places on this course, please review the booking terms and conditions below and then call the Newtwork Manager at 085 852 0166 or email skillnet@ipfma.com

Terms & Conditions
1. On receipt of your booking request, IPFMA Skillnet will confirm your booking and will issue an invoice. Please supply an order number if required by your company.
2. All course fees must be paid in full prior to the commencement of the course.
3. Claims in respect of any cancellation received in writing seven days prior to course will be met in full. All cancellations thereafter will be payable in full. Substitutions may be made at any time.
4. We reserve the right at our absolute discretion and without further liability to cancel the course in which case payment will be refunded.

Number of Places Limited
Course Content This half-day workshop aims to give property and facility management professionals a clear understanding of the requirements of the Irish Standard I.S. 3217 in relation to the provision, maintenance and servicing of Emergency Lighting Systems in order to ensure that they and their clients comply with their statutory duties.

The course will differentiate between legal requirements and Best Practice. It will include a question & answer session to allow participants to tease out some of the practical issues that arise in relation to Emergency Lighting Systems.

Further Enquiries Jane Igoe
Learning and Development Manager
P: 01 644 5520
m: 085 852 0166
e: jigoe@ipfma.com
Learning Outcomes At the end of this session, participants will be able to:
1. Indicate the Scope of the I.S. 3217 Standard
2. Outline the duties and responsibilities of the relevant parties
3. Understand Emergency Lighting system types and their relevant application
4. Summarise the Certification requirements at all stages of construction
5. Define the extent of works required by all providers
6. Detail the competencies, skills, compliance and duties required of providers
7. Review guidelines regarding the performance of proposed providers
8. Advise Clients/Users/Responsible persons of their obligations
9. Understand the scope of works and duties expected of providers
10. Understand and communicate with relevant enforcing authorities
11. Assess the documentation provided and its compliance with the requirements of the I.S. 3217 standard.
Trainer The course will be delivered by Paul Condron, Chartered Building Services Engineer and Registered Consulting Engineer. Paul has over 35 years experience in the design and specification of fire alarm systems, and is a member of Standards Development Committee for both IS3218 – Fire Detection and Alarm Systems and IS3217 – Emergency Lighting Standards. He developed and will present this course
Available to Job Seekers: 
Yes
Certified: 
No

Legislation & Standards in Maintenance, Servicing & Construction Safety & Activities - Introduction to

Network: 
IPFMA Skillnet
Duration Half Day
Enrolment and Start Dates Comment 26 March 2013
Course Content This half-day workshop aims to give property and facility management professionals a clear understanding of the Regulation sand Standards relative to Life Safety Systems, to understand the difference between Legislation, Standards and Guidelines and be aware of the duties and responsibilities of Contractors / Users / Responsible Persons; and the powers and enforcement abilities of the relevant authorities.

It will include a question & answer session to allow participants to tease out some of the practical issues that arise in relation to this topic.

Further Enquiries Jane Igoe
Learning and Development Manager
P: 01 644 5520
m: 085 852 0166
e: jigoe@ipfma.com
Download Application Form http://www.ipfma.com/register-for-skillnet/
Learning Outcomes At the end of this session, participants will be able to:
1. Outline the structure of legislation and the relationship with standards and guidelines applicable to Life Safety Systems in Construction and Maintenance.
2. Summarise the Primary Legislation for Construction activities:
3. Define the meaning and intent of significant terms and phrases in legislation and standards: Safety Health and Welfare at Work Act; Building Control Act; Fire Services Act; Occupiers Liability Act
4. Discuss the application of Regulations and Standards to Contractors / Designers / Users.
5. Detail the relevant parties involved and their roles and responsibilities.
6. List the relevant Significant Standards
7. List the relevant Enforcing Authorities and discuss their relationships.
Location of Course Dublin City and County
Course Web Page: 
http://www.ipfma.com/ipfma-skillnet/training-courses/maintenance-safety/
Available to Job Seekers: 
Yes
Certified: 
No

Preventative Maintenance

Network: 
IPFMA Skillnet
Duration Course Schedule
9.30am sharp Course Start Time
11.00am - 11.15am Tea / Coffee Break (Refreshments Provided)
1.00pm - 1.30pm Lunch Break (Sandwiches and Refreshments Provided)
3.00pm - 3.15pm Tea / Coffee Break (Refreshments Provided)
5.00pm Course End Time
Course Fee €150 per trainee
Subjects Taught Course Content
• Different types of Preventive Maintenance
• How to decide which Preventive Maintenance to do & on what equipment.
• What type of Preventive Maintenance to apply to specific equipment?
• Who should do Preventive Maintenance and when should PM be done.
• Where Preventive Maintenance fits in to an overall maintenance strategy. Is it LEAN?
• Planning and Controlling Preventive Maintenance.
• Measuring the impact of Preventive Maintenance - how do you know you are getting a return from the work you are doing.
• How to improve your Preventive Maintenance.

Practical exercises including multiple choice & decision making on what would be the best Preventive Maintenance approach on typical equipment.

Course Content Maintenance is a tough and challenging activity. Are you under pressure to reduce Maintenance costs? Do you find it difficult to always make the best case for investing in new equipment when required?

If yes, then this course is for you as it describes the fundamental principles behind Preventive Maintenance. It is a practical 1 day course supported by actual case studies and real exercises to aid understanding.

Who Should Attend?
This course will appeal to organisations that need safe and reliable operation of their physical assets and equipment in order to achieve their business targets. The target audience is Facility Managers, Maintenance Team Leaders, Supervisors, Managers, Engineers, and Technicians.

Further Enquiries To book places on the next available course or to register your interest in having this course included on the schedule, please contact the Learning and Development Manager, Jane Igoe by Phone on 01-6445502, Mobile 085 852 0166 or email jigoe@ipfma.com
Download Application Form http://www.ipfma.com/register-for-skillnet/
Trainer IPFMA Skillnet has selected David Riley, Asset Strategy Manager to provide this training workshop. With a Masters Degree from Manchester University & over 20 years experience within the Operations and Maintenance Management field, David is well qualified to meet the challenges facing industry today. His level of understanding, as someone who has worked on "both sides of the fence", of the challenges involved in a modern Maintenance environment means that his core skills which include implementing and executing improvement projects are even more relevant today than ever before.
Course Web Page: 
http://www.ipfma.com/ipfma-skillnet/training-courses/preventative-maintenance/
Available to Job Seekers: 
Yes
Certified: 
No
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