Administration / Business

Coaching

Network: 
Outsourcing Skillnet
Duration 5 Days
Course Fee €895.00
Subjects Taught It will create an understanding of the organisational and workplace context within which performance and career development takes place and it will provide the skills, knowledge, and tools required to undertake coaching assignments.
FETAC Code B30206: Coaching
Course Content This course is available in e-learning and classroom.

This module is designed to provide managers, and others with responsibility for developing workplace competencies, with the skills needed to develop individual performance in others.

Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification (Level 4) and / or have relevant life and work experience.
Further Enquiries outsourcing@ccma.ie or 01-2911960
Learning Outcomes Learners who successfully complete this module will:

o Understand the distinctive nature of coaching as a tool for workplace competencies and career development.
o Learn how to use the G.R.O.W. model of coaching.
o Understand the organisational context of coaching.
o Learn how to set powerful goals for individual development.
o Understand the non-critical, non judgemental and confidential nature of the coaching relationship.
o Develop the skills of active listening and systemic questioning.
o Understand how NLP can contribute to coaching effectiveness.
o Develop personal effectiveness as a coach.
o Manage a coaching programme and evaluate the effectiveness of coaching as a competency development tool.

Methods of Assessment Project 60%
Skills demonstration 40%

Project: Candidates are required to demonstrate their ability to carry out a practical coaching project.
This will require each candidate to work in partnership with another participant and to carry out two coaching sessions. Candidates will be required to submit a written report.

Skills Demonstration: In a skills demonstration, candidates will be assessed in carrying out a coaching session.

Location of Course Nationwide
Available to Job Seekers: 
Yes
Certified: 
Yes

Customer Service

Network: 
Outsourcing Skillnet
Duration 3 Days
Course Fee €595.00
Subjects Taught The programme aims to develop the capabilities of Customer Service Representatives, so that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.
FETAC Code 5N0972: Customer Service
Course Content This course is available in e-learning and classroom.

This Programme has been designed to equip learners who are involved in Customer Service with a dual focus – ensuring excellence in the service they provide and through excellent service increasing sales, referrals and positive brand impact.

Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience.
Further Enquiries outsourcing@ccma.ie or 01-2911960
Learning Outcomes On completion of the programme, participants will be able to:

o Identify and anticipate customer needs and wants
o Positively influencing Customer Perceptions
o Deal with a range of challenging situations
o Implement a quality Customer Care Policy
o Deliver Effective Customer Service under challenging circumstances
o Identify provisions that may be needed to satisfy different customers needs
o Evaluate the impact of Customer Service

Methods of Assessment Assignment (20%)
Exam (20%)
Skills Demonstration (60%)

Assignment
Produce a report, based on an investigation on customer service skills, logging both the customer and the customer service representative’s behaviour, over a period of an hour.

Exam
Conducted on Day 3, consists of learners being required to answer 2 out of 3 questions over one hour.

Skills Demonstration
Learners will have an opportunity to be assessed on a range of customer contact skills.

Location of Course Nationwide
Available to Job Seekers: 
Yes
Certified: 
Yes

Complaint Discrepancy Handling / NPS Improvement

Network: 
Outsourcing Skillnet
Duration Completion over ten weeks
Subjects Taught The course programme will be presented in an operational work environment using a blended learning environment including:
• Group Learning Sessions,
• Use of recorded calls
• Power Point Presentations,
• Video exercises
• assignments
FETAC Code D20151: Customer Service
Course Content This ten week (non consecutive) course is designed to provide Customer Service advisers and their managers with the skills to radically reduce negative customer experiences and complaints there by reducing customer attrition and improving Net Promoter Scores. Organisations who successfully complete this programme will experience a significant uplift in Net Promoter Score and reduction in customer attrition through improved complaint identification and handling.
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience.
Further Enquiries outsourcing@ccma.ie or 01-2911960
Learning Outcomes Participants who successfully complete this module will be able to:
Primary Units Covered
• Use a standard call framework for all conversations
• Understand customer concerns.
• Make promises and be good internal customers
• learn from colleagues
• Change a complaint to a compliment
• Use active listening skills and reflective questioning

Participants who successfully complete this course will understand the importance of correctly identifying and handling complaints to improve customer experience and reduce attrition hence improving Net Promoter Score.

Methods of Assessment The assessment will be in accordance with section of the FETAC Module Descriptor/Award Specification:

Exam: 40 %
Skills demonstration 40%
Assignments: 20 %

Exam
Candidates are required to complete an exam on complaint identification and handling theory including practical questions on analysing real calls (20 %)

Skills Demonstration
Candidates will be required to submit their own live calls to demonstrate their acquired skills in call handling and complaint identification and also to submit a critical self assessment of their strengths and weaknesses in handling the submitted calls. (40%)

Assignment 1
Candidates are required to carry out an observation exercise on customer service (20 %)

Grading of Results:
Pass 50-64%
Merit 65-79%
Distinction 80-100%

Location of Course On Customer site
Available to Job Seekers: 
Yes
Certified: 
Yes

Understanding Start Up & Small Businesses Better

Network: 
Outsourcing Skillnet
Duration 3 Days
Course Fee Contact Course Provider
Subjects Taught The programme is highly interactive and engaging and aims to develop the capabilities of frontline line staff, so that they can understand better the daily business lives, challenges and requirements of their customers and react positively to customer needs.
FETAC Code 5N1418: Start your Own Business
Enrolment and Start Dates Comment Contact Network Manager
Course Content This Programme has been designed to assist learners who are involved in dealing with owner / managers of start-up and small / medium sized businesses to grow their businesses confidence and be able to have more valuable business conversations with customers and advise on how the companies’ products / services can help their customers and give an extraordinary customer experience.
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 On completion of the programme, participants will be able to:

o Understand what’s involved in setting up and growing a business
o Grow their business / commercial knowledge and enhance their career development
o Understand key business terms and methods of analysing a business
o Know the Pressures and Challenges business’ face when running a business
o Understand why businesses fail and grow
o Demonstrate an understanding of different markets, industries and sectors and their requirements

Methods of Assessment Business Plan Project (75%)
Presentation (25%)

Project
Produce a Business Plan (in a group or individually), for a new business idea that will be developed during the programme.

Presentation
Learners will present their business plan in groups/individually.

Location of Course Nationwide
Available to Job Seekers: 
Yes
Certified: 
Yes

FETAC Assessors Programme

Network: 
Outsourcing Skillnet
Duration 1 Day
Course Fee €495 per person or €1500 per group
Subjects Taught o Introduction to FETAC
o Overview of the Quality Assurance policies and procedures
o Examination of regulations
o Overview of specific programmes
o Expectations: Internal and External Results
Course Content This course has been developed to assist those trainers who provide FETAC Training in collaboration with our centre.

The purpose of this course is to highlight to Trainers their obligations as a Trainer in the delivery and assessment of FETAC Training Programme(s). The programme will also cover the policies and procedures which govern our centre, and by which trainers must comply.

Entry Requirements Not Specified
Further Enquiries outsourcing@ccma.ie or 01-2911960
Learning Outcomes The objective of the programme is to inform trainers about the FETAC Mission and to explain in detail the purpose, aims and objectives of our centre which are the foundation of our Quality Assurance Manual.

The programme with provide participants with an overview of the centre regulations and will also examine the specifics of each programme that will be undertaken by the Trainer.

The programme is a thorough examination of all aspects of the FETAC process, to guarantee that all learners are well informed.

Methods of Assessment In Class Assessment
Location of Course Nationwide
Available to Job Seekers: 
No
Certified: 
No

Measuring ROI

Network: 
Outsourcing Skillnet
Duration 2 days Instructor Led + One 2 hour webinar
6 - 12 weeks post program delivery
Subjects Taught Participants will acquire a thorough grounding in the principles and application of the Phillips ROI evaluation methodology when applied to Learning and Development (L&D). On completion, successful candidates will be equipped to advocate ROI and design and complete evaluations on training programs.
Course Content Today there is an increasingly strong demand for accountability and value for money within all functions. This means whatever training solutions are provided- internally or externally sourced- they should, indeed must be rigorously reviewed and assessed for quality of outcome and value for money.
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification) and / or have relevant life and work experience.
Further Enquiries outsourcing@ccma.ie or 01-2911960
Learning Outcomes Participants will learn the ROI Methodology to Foundations Certificate equipping them to:

o Create and conduct evaluation studies through all 5 levels to Return on Investment. It also covers the use of Levels 1 Reaction and 2 Learning from Kirkpatrick/Phillips
o Evaluate any learning Program to a meaningful level
o Sell the Phillips Methodology within your organisation
o Engage business stakeholders in your process.
o Empower Learning & Development to claim the benefit of investments
o Increase the Benefit to Cost Ratio / ROI of Learning & Development
o Each participant is asked to present a learning program that they plan to evaluate
o They will have the opportunity to develop a data collection plan and ROI analysis plan for their training program and have it peer reviewed by the other participants and the facilitator.

Methods of Assessment This course will itself be evaluated using the Phillips methodology. Reaction, learning and application evaluation will be by way of questionnaire and their will be an online focus group session to track progress and application of skills. If the organisation permits an impact evaluation will also be conducted.
Location of Course On Request
Available to Job Seekers: 
Yes
Certified: 
No

Sales & Client Relationship Management - Advanced

Network: 
Outsourcing Skillnet
Duration Course is run over 2 years
Course Fee €1,500.00 per year
Subjects Taught Certificate Requirements:
The total credit value of this certificate is 120 and will be achieved by completing 8 minors of 15 credits each:

Year 1:
• Consultative Selling
• Supervisory Management
• Customer Service
• Personal and Professional Development

Year 2:
• Business Development
• Account Planning and Management
• Coaching
• Sales Negotiation

Course Content The purpose of this award is to enable the learner to acquire the knowledge, skills and competence to work independently in a strategic sales and or customer relationship management role in a range of sales orientated contexts and or to progress to higher education and training.
Entry Requirements To access programmes leading to this award the learner should have reached the standards of knowledge, skill and competence associated with the preceding level of this award on the National Framework of Qualifications. This may have been achieved through a formal qualification or through relevant life and work experience.
Further Enquiries outsourcing@ccma.ie or 01-2911960
Learning Outcomes Knowledge:
• Learners will be able to demonstrate an in depth understanding of a range of theories and practices pertinent to sales and client relationship management strategy

Skills:
• Demonstrate the use of a range of skills and tools required for commercial sales environment
• Select appropriate sales techniques and tolls to plan and develop client relationships and to determine solutions to diverse challenges in a client relationship context.

Competence:
• Apply knowledge and skills to a range of Sales, Customer Care and planning contexts
• Perform a range of sales and client relationship activities independently and within teams or groups
• Take responsibility for own learning and assist others in identifying learning and or development needs within a client relationship focused context.
• Reflect on own role and performance with specific reference to planning, objectives and time frames within a sales and customer relationship environment.

Methods of Assessment Successful indicates that the learner has achieved all of the learning outcomes for the award with some supervision and direction. The learner has demonstrated autonomy of action and has taken responsibility for generating appropriate evidence for all learning outcomes.

Pass 50-64%
Merit 65-79%
Distinction 80-100%

Certificate grades are based on a weighted average of component award grades.

Location of Course Nationwide
Available to Job Seekers: 
Yes
Certified: 
No

Personal Profile Analysis

Network: 
Outsourcing Skillnet
Duration 1 day
Course Fee Contact Course Provider
Subjects Taught • The system and terminology
• Dominance, Influence, Steadiness and Compliance Framework
• Marston Theory
• Meaning and interpretation of graphs
• Learning to read profiles
• Observable behaviour
• Giving feedback
• Human job analysis
• System uses
Enrolment and Start Dates Comment Contact Network Manager
Course Content This course presents the uses of personal profile analysis in a business environment. Methodologies and tools to devise appropriate questions arising from a personal profile are presented. The course aims to demonstrate the usefulness of personal profile analysis by applying the Marston DISC framework to workplace examples. This course offers mechanisms to anticipate and support an individual’s limitations, as identified through profiling. Participants are taught how to apply profile readings to the internal systems of a business.
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 • Learners will have specialised knowledge in the principles and uses of personal profile analysis
• Learners will understand the theoretical framework underpinning personal profile analysis
• Learners will understand the application of profile analysis in a business environment
• Learners will be competent anticipating and supporting an individual’s limitations as highlighted by their personal profile
Location of Course Nationwide
Available to Job Seekers: 
Yes
Certified: 
No

Programming with HTML 5

Network: 
Outsourcing Skillnet
Duration 2 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

Quality Auditor Training

Network: 
HPSU Skillnet
Duration 4.5 days
Number of Places 12
Course Fee Please contact Philip Kelly
Subjects Taught As per course contents
Enrolment and Start Dates Comment Start and enrollment date is the 16th April 2013,
The course will be held on the following dates:
16th and 17th April,
23rd and 24th April
16th and 17th May
28th and 29th May
Financial Support Please contact Philip Kelly
Course Content Participants will learn to :
• Understand the ISO 9001:2008 standard requirements - value added approach.
• Apply auditing best practices using key principles, interpersonal skills and techniques.
• Plan for effective auditing and management system reviews
• Use the audit process and outcomes for QMS planning, management system improvements and bottom line results.
Further Enquiries Philip Kelly
Network Manager
m: 086 814 6060
e: hpsuskillnet@gmail.com
Learning Outcomes A working knowledge quality auditing
Location of Course Galway
Available to Job Seekers: 
Yes
Certified: 
No
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