Dublin City Centre

Conflict Management

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Methods of Assessment The course is assessed using
• A case study project (50%),
• An assignment (25%) and
• A learner journal (25%).
Learning Outcomes On completion of the course, participants will have practical skills for handling conflict in the workplace. Over the five days, participants will:

• Develop a personal awareness of their own style of conflict management
• Clearly identify the most appropriate way to deal with people in difficult situations
• Understand how their style influences different situations
• Develop skills to achieve a win-win outcome
• Understand how personal and organisational change can cause conflict
• Practice and develop their skills in conflict resolution
• Gain techniques for dealing with anger in both themselves and others
• Develop skills in listening, giving and receiving feedback
• Understand the role of mediation in resolving conflict

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and/or have relevant life and sales work experience.
Course Content Conflict happens – This course is designed to help participants understand how they deal with conflict and sometimes even cause it to happen. Participants will learn how to use conflict in a positive and productive way which will lead to greatly improved relationships with both colleagues and customers.
FETAC Code E30161: Conflict Management
Subjects Taught This course runs over five days over five consecutive weeks. It is a practical hands on course where participants get the opportunity to learn about how they themselves and others deal with conflict.
Duration 5 Days
Course Fee on request
Available to Job Seekers: 
Yes
Certified: 
Yes

Customer Service

Network: 
Outsourcing Skillnet
Location of Course Nationwide
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.

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

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience.
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.

FETAC Code 5N0972: Customer Service
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.
Duration 3 Days
Course Fee €595.00
Available to Job Seekers: 
Yes
Certified: 
Yes

Train the Trainer

Network: 
Outsourcing Skillnet
Location of Course TBD
Methods of Assessment At the end of the course, participants will be assessed on the skills acquired through:

Assignment (50%)
Skills Demonstration (50%)

Learning Outcomes Participants who successfully complete this module will be able to:

o Understand different learning styles
o Understand the functions and processes of learning and training
o Evaluate different approaches to training
o Design, Deliver and Evaluate Training Programmes
o Develop and Implement appropriate assessment methods

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience.
Course Content This Four Day Programme has been designed to equip participants with the essential skills and techniques necessary to deliver quality training programmes. Participants will cover learning styles, identification of Training Needs, and the design of Training Programmes.
FETAC Code E30179: Train the Trainer
Subjects Taught The programme aims to utilise participants existing knowledge and skills and build on them. Our aim is that the learners will, on completion, have sales proficiency. That commercially and personally, the learner achieves increased customer satisfaction, and increased sales from both new and existing sales channels.
Duration 4 Days
Available to Job Seekers: 
Yes
Certified: 
Yes

Coaching

Network: 
Outsourcing Skillnet
Location of Course Nationwide
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.

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.

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification (Level 4) and / or have relevant life and work experience.
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.

FETAC Code B30206: Coaching
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.
Duration 5 Days
Course Fee €895.00
Available to Job Seekers: 
Yes
Certified: 
Yes

Customer Service

Network: 
Outsourcing Skillnet
Location of Course TBC
Methods of Assessment Portfolio Collection of Work 50%
Skills Demonstration 50%
Learning Outcomes On completion of the programme, there will be the following outcomes:

• Learners will have specialised knowledge in the principles and practice of customer service
• Learners will understand the role and responsibilities of the customer service representative of an organisation
• Learners will have specialised personal communication skills required to provide a excellent customer experience
• Learners will be competent in handling more difficult and irate customers

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification (Level 4) and / or have relevant life and work experience.
Course Content This course is available in e-learning and classroom.

This programme is designed to enable the learner to appreciate the importance of the customer to an organisation. To understand the role and responsibilities of the frontline representative of an organisation, to understand the team work necessary to meet customer needs and expectations. It allows for participants to become familiar with relevant legislation and to develop a customer oriented quality service consistent with best practices and standards. This programme has a particular emphasis on how customer research such as NPS can assist development of customer care.

FETAC Code 6N0697: Customer Service
Subjects Taught The objectives of the programme are to:

• Understand the roles and responsibility of the CSR of a company
• Recognise how to improve the customer’s experience through improving personal communication skills
• Learn about customer experience measurement methodologies
• Gain confidence in handling more difficult and irate customers.
• Understand the team work necessary to meet customer needs and expectations
• Develop a customer oriented quality service consistent with best practice and standards

Duration 5 Days
Course Fee €750.00
Available to Job Seekers: 
Yes
Certified: 
Yes

Strategic Outsourcing

Network: 
Outsourcing Skillnet
Location of Course DIT
Methods of Assessment Exams and Assignments
Further Enquiries outsourcing@ccma.ie or 01-2911960
Course Content CPD Diploma in Strategic Outsourcing
Subjects Taught Procurement, Tendering & Supplier Management
Managing Outsourcing Performance and Value Chain Analysis
Legal Considerations When Outsourcing
Marketing & Social Media Communications
1 Elective Subject from below
*E1 Developing Effective Sales Processes
*E2 How to win Public Sector Tenders; legal considerations
Duration 10 Classroom Days
Number of Places 12
Available to Job Seekers: 
No
Certified: 
Yes

SME Growth & Development

Network: 
Outsourcing Skillnet
Location of Course DIT Aungier Street
Trainer DIT Aungier Street
Learning Outcomes On completion of the programme, participants will be able to:
• Measure, develop and analyse the appropriate data which will allow effective analysis and evaluation when selecting a suitable supplier
• Identify key stakeholders in a procurement exercise and be able to develop effective relationships with them.
• Manage risks, disputes and potential conflicts during contraction and procurement.
• Describe the main type of contractual relationships that might be formed with suppliers and the appropriate use of each.
• Understand the concept of costumer value and the role of supply chain management in creating in.
• Identify business processes, core competences and measure ‘value’.
• Recognising the key issues that need to be addressed in value chain logistics.
Further Enquiries outsourcing@ccma.ie or 01-2911960
Course Content CPD Diploma in SME Growth & Development
This module will examine efficiency and effectiveness measures as well as their suitability in relation to the strategic requirements of the outsourcing initiative.

Furthermore, this module will give the student an overview of the terms supply chain and value chain. It examines techniques such as value stream mapping, process analysis and process mapping.

Subjects Taught How to Win Public Sector Tenders; the legal considerations
Procurement, Tendering and Supplier Management
Developing Effective Sales Processes
Marketing & Social Media Communications

Elective choice (pick 1)
Managing Outsource Performance & Value Chain Analysis
Legal Considerations When Outsourcing

Duration 10 Classroom Days
Available to Job Seekers: 
No
Certified: 
Yes

Consultative Selling

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Methods of Assessment Assignment (25%)
Skills Demonstration (75%)

Assignment
Compile report, based on the participant’s research, providing a clear indication of the learners understanding of the theory and their ability to understand its practical application.

Learning Outcomes Participants who successfully complete this module will be able to:
o Understand how to set realistic objectives
o Acquire the ability to open a sales call effectively
o Develop an awareness of how to analyse customer behaviour
o Acquire the skills to identify and present benefits of a solution that address the personal and business needs of the customer.
o Understand how to uncover and deal with customer objections.
o Appreciate the need for sales call closing strategies.
o Work effectively as a sales manager
Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience.
Course Content This course is available in e-learning and classroom.

This programme is designed to provide participants with the necessary skills to enhance their personal selling skills and increase the rate of success during the sales process. Over five days our trainers will guide learners through the common types of customer behaviour and identifying the interpretation skills required to correctly identify personal needs, business needs and potential sales opportunities.

FETAC Code 6N2054: Consultative Selling
Subjects Taught o Opening the Sales Call
o Customer Requirements
o Customer Behaviour
o Presenting Benefits
o Handling Objections
o Closing the Sales Call
Duration 4 Days
Course Fee €595.00
Available to Job Seekers: 
Yes
Certified: 
Yes

Occupational First Aid

Network: 
ACIST Skillnet
Location of Course Dublin - The Fitzwilliam Hotel
Limerick - Venue TBA
Galway City - The Salthill Hotel, Galway
Trainer HR CONNECTIONS, Moycullen, Co. Galway
Our HR Specialists are fully qualified and Chartered Members of the CIPD (Chartered Institute of Personnel and Development) with a proven track record in HR Management. Our Health & Safety services and Training courses are provided by fully qualified and accredited Health & Safety professionals.

The company was established by Claire Carroll in 2009, in response to a growing need for an outsourced HR service provider as an alternative to hiring a full time HR Specialist. Claire has extensive HR Management experience in a variety of industries together with a number of years in independent consulting prior to setting up HR Connections.

Claire is a Chartered Fellow of the CIPD (Chartered Institute of Personnel and Development), and has a BA from NUIG, a Diploma in Employment Law from the Law Society of Ireland, Dublin, and a Diploma in Personnel Management from GMIT (Galway Mayo Institute of Technology).

Methods of Assessment All assessments are carried out in accordance with FETAC requirements and are both internally and externally authenticated before certification is issued. All participants have the right to appeal their results, the appeals procedure is also in accordance with FETAC regulation. The examination is conducted by an independent instructor.
Learning Outcomes Participants who complete this course will be able to:
• Ensure employees are aware of First Aid facilities and arrangements
• Provide the recognised Occupational First Aid systems in the workplace
• Implement essential life-saving skills
Further Enquiries Crystel Robbins Rynne
Network Manager
ACIST Skillnet
Office: 0657081466
Email: crystel@skillsacist.com
Course Content This course is aimed for employees who wish to act as an occupational first aider for their company. Under the General Application Regulations 2007 (Part 7 Chapter 2 First Aid) requires companies to train a number of their employees to act as Occupational first aiders in the workplace.

This course is an interactive course where there is a healthy mix of theory and practical methods of training throughout the course. Although the course is designed for the workplace all learning outcomes can be applied to first aid situations in the home and sporting situations.

Financial Support ACIST Skillnet
Enrolment and Start Dates Comment Course Dates:
Dublin City Centre - 7th, 14th & 21st May 2013
Limerick City - 10th, 11th,m 12th June 2013.
Galway City - 24th, 25th, 26th June 2013
FETAC Code 5N1207: Occupational First Aid
Subjects Taught Unit 1: First Aid in the Workplace
Unit 2: Patient Assessment
Unit 3: Respiratory Emergencies
Unit 4: Cardiac First Response
Unit 5: Wounds and Bleeding
Unit 6: Altered Levels of Consciousness
Unit 7: Musculoskeletal Injuries
Unit 8: Burns and Scalds, Chemicals, Electrical Shock
Duration 3 Days 9.30 am to 4.30pm.
Number of Places 10
Course Fee Galway & Limerick - €180 per person
Dublin - €220 per person
Available to Job Seekers: 
Yes
Certified: 
Yes

Preventative Maintenance

Network: 
IPFMA 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.
Download Application Form http://www.ipfma.com/register-for-skillnet/
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
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.

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.

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
Course Web Page: 
http://www.ipfma.com/ipfma-skillnet/training-courses/preventative-maintenance/
Available to Job Seekers: 
Yes
Certified: 
No
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