Sandyford

Management

Network: 
ManagementWorks
Duration A twenty-one day taught programme
Delivered on a monthly basis, in chunks of three days per month.
Comment Accreditation
The Diploma in Management is a minor award and a constituent part of the IMI Master of Business framework, accredited with 30 credits at Level 9 on the National Framework of Qualifications.
Course Fee The subsidised cost of the programme is €1,800 per person. This includes all training, course materials, tutor support, assessment, certification, lunches and refreshments.
Subjects Taught Six core subjects:
1. Business Strategy,
2. Financial Management,
3. Sales & Marketing,
4. Advanced Communication Skills,
5. Human Resource Management,
6. Organisational Behaviour
Enrolment and Start Dates Comment Dublin start date 27th November 2012
Galway start date 05th February 2013
Course Content What is the Postgraduate Diploma in Management?
The IMI Diploma in Management is a nationally accredited and internationally recognised postgraduate programme with a simple goal. The purpose of this programme is to engage the managing directors and senior managers in a company with the latest management thinking and practice.

This is an accredited postgraduate programme at Level 9 of the National Framework of Qualifications. It will provide you with a comprehensive, intensely practical and critical overview of best-practice management in a broad range of areas.

How will your business benefit?
The IMI Diploma in Management provides a comprehensive, intensively practical and critical overview of best practice management in a broad range of areas. Throughout the programme concepts and frameworks are applied to the participants’ firms to build practical managerial skills and deliver genuine bottom-line value for their firms. The purpose is to engage owners and senior managers with the latest management thinking and practise.

Careers or Further Progression Opportunity for progression to a Masters of Business
Entry Requirements A level 8 degree (or its equivalent). Applicants with relevant experience will also be considered through APL/RPL.
Further Enquiries Brian Colleran (Dublin)
Phone: 087 292 8900
Email: b.colleran@skillnets.com

Liz Cassidy (Galway)
Phone: 087 681 6404
Email: l.cassidy@skillnets.com

Learning Outcomes By completing the IMI Diploma in Management you will:
• Develop your understanding of the major management functions and best management practice
• Enhance your capability and confidence as a contributor to your organisation’s management team
• Acquire the skills and knowledge required of a modern professional manager
• Be able to analyse and understand the fundamental driving forces of business and the determinants of success.
Trainer IMI
Location of Course IMI, Sandyford, Dublin
Galway City
Course Web Page: 
http://www.managementworks.ie/business/postgraduate-diploma-management
Available to Job Seekers: 
No
Certified: 
Yes

Customer Promises & NPS Uplift Training

Network: 
CCMA Ireland Skillnet
Enrolment and Start Dates Comment TBC
Course Content This programme is designed to equip CSA’s and their Team Leaders with the practical skills necessary to leverage each customer contact into increased NPS. It will equip CSA’s to recognise potential Detractors early in a call and provide the skills to enable them to make the right promise to create more Promoters. It will provide Team Leaders with the infrastructure and skills to make this coaching a standard part of your operational week.
Entry Requirements Leaving Certificate or equivalent qualification and/or relevant life and work experience
Further Enquiries training@ccma.ie or 01-2911960
Learning Outcomes • Understand how Net Promoter Score relates to the calls they make and receive
• Understand the specific actions they can take in conversation with customers to understand their concern better
• Be able to craft promises that customers value and become Promoters after receiving
• Understand how to make effective requests of other departments to enable Promoter building promises to be made to customers
• Understand the Call Structure template and how to use it on every call
• Understand the 7 core skills of active listening
• Understand the importance of their function in growing the business
• Have the skills to listen to and to coach colleagues in group learning sessions based around their own recorded calls
Methods of Assessment Skills Demonstration (50%) Portfolio/ Collection of Work (50%)
Location of Course Nationwide
Available to Job Seekers: 
Yes
Certified: 
No

Strategic Contact Centre Management

Network: 
CCMA Ireland Skillnet
Duration 10 days over 5/6 months
Enrolment and Start Dates Comment Sept 2013
Course Content This 10 day programme in Strategy will enhance participant’s ability to take effective strategic decisions in today’s dynamic business environment, and to innovate for competitive advantage within the contact centre environment. The programme will combine the highest standards of academic rigour with a practical approach.
Entry Requirements Level 8 or equivalent qualification and/or relevant life and work experience
Further Enquiries training@ccma.ie
Learning Outcomes This course is broken into 3 modules:

1. Strategic Management
This module will give that learner a better understanding of the context within which they operate. The focus of this module will be on globalisation and the management of change in what is a constantly changing business environment. Emphasis is placed on strategic analysis and planning leading to enhanced implementation creating greater value for organisations.
2. Contact Centre Performance Management
Learners will understand the metrics of the industry and be able to map how to influence the changing role of the contact centre from cost centre to business value enabler within their own organisation. The differences between in-sourced and outsourced delivery models will be examined in the context of the overall Contact Centre value chain.
3. Contact Centre Innovation & IT Management
This will provide each learner with an understanding of the evolution of the Contact Centre as well an appreciation of the Information Systems currently utilised. The learners will be provided with an overview of where the industry is likely to move to over the coming years, tracking the changing role from cost centre to business value enabler.

Methods of Assessment The course is assessed using a mixture of exams, continuous assessment and learner records etc
Location of Course Dublin
Available to Job Seekers: 
Yes
Certified: 
No

Managing People

Network: 
CCMA Ireland Skillnet
Duration 5 days classroom
FETAC Code N32905
Course Content The module is designed to give the learner essential knowledge and skills in developing standards, measuring performance, motivating and empowering staff and oneself.
Entry Requirements Level 5 or equivalent qualification and/or relevant life and work experience
Further Enquiries training@ccma.ie
Learning Outcomes On completion of the course learners will:
• Practice effective supervisory management skills
• Design, implement and change standards
• Appreciate the value of effective and open communication within organisations
• Develop strategies for staff support and empowerment
• Understand the importance of effective relationships within a multi-disciplinary team
• Demonstrate effective conflict resolution and mediation skills
• Understand the importance of stakeholders’ rights and expectations in the delivery of a quality service
Methods of Assessment Learner Records (100%)
Location of Course Nationwide
Available to Job Seekers: 
Yes
Certified: 
No

Start Your Own Business

Network: 
CCMA Ireland Skillnet
Duration This is a 5 day course
FETAC Code 5N1418: Start your Own Business
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 e: training@ccma.ie
t: 01 291 1960
Learning Outcomes On completion of the programme, participants will be able to:
• Understand what’s involved in setting up and growing a business
• Grow their business / commercial knowledge and enhance their career development
• Understand key business terms and methods of analysing a business
• Know the Pressures and Challenges business’ face when running a business
• Understand why businesses fail and grow
• Demonstrate an understanding of different markets, industries and sectors and their requirements.
Methods of Assessment Project 75%
Presentation 25%
Location of Course Can be delivered nationwide according to demand
Course Web Page: 
http://ccma.ie/training/352/understanding-startup-and-small-businesses-better-start-your-own-business-fetac-level-5.html
Available to Job Seekers: 
Yes
Certified: 
Yes

Front Line Technical Support Skills

Network: 
CCMA Ireland Skillnet
Duration This course is delivered via 5 days classroom learning or self-paced via blended learning
FETAC Code 6N2056
Enrolment and Start Dates Comment Courses start throughout the year pending demand
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 Level 5 Certificate, relevant qualification and/or relevant life and work experience
Further Enquiries training@ccma.ie
Learning Outcomes • Examine the role and responsibilities of a Front Line Technical Support Agent
• Analyse the call centres IT applications and systems
• Appraise customer queries, providing technical expertise and understanding to troubleshoot and resolve customer problems
• Explain the basic concepts of information technology
• Examine the fundamentals of the Internet and different types of Internet Connections
• Describe the set up and management of network systems and the Telecommunications Network
• Apply troubleshooting techniques and tools to effectively and efficiently resolve Telecommunications networking connectivity issues
• Demonstrate a broad range of communication, listening, and customer care skills in dealing with a range of customers and calls
• Employ a high level of analytical, problem solving, customer care and technical skills to provide solutions to customers queries
• Troubleshoot and resolve customer queries 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: 
No

Broadband Service Skills

Network: 
CCMA Ireland Skillnet
Duration 5 days classroom or self-paced through blended learning
FETAC Code 6N2053
Enrolment and Start Dates Comment Courses start throughout the year pending demand
Course Content The purpose of this award is to equip the learner with the knowledge, skill and competence in Broadband Networks to enable the learner to troubleshoot and problem solve on a range of network and end-user equipment.
Entry Requirements Level 5 Certificate, relevant qualification and/or relevant life and work experience
Further Enquiries training@ccma.ie
Learning Outcomes • Evaluate the range and nature of services provided on Broadband Networks to include historical and future growth trends
• Assess the technical requirements of Broadband Network services to include transmission speeds, bandwidth and real time delays
• Examine the characteristics of various networks over which Broadband services can be provided
• Evaluate the characteristics of the physical environment in which such a network must function and the common installation and maintenance techniques which facilitate this operation
• Apply a range of technical skills to a variety of network and enduser equipment to include installation, commissioning and faultfinding
• Use industry specific communications skills to provide start up and problem solving assistance to end users
• Provide solutions to a range of network and end user problems using an analytical approach and technical reasoning
• Interpret and implement technical instructions
• Present technical information in an end user friendly format.
• Demonstrate an understanding of different markets, industries and sectors and their requirements
Methods of Assessment •Learner Record (20%) Exam – Theory (20%) Exam –Practical (60%)
Location of Course Nationwide
Available to Job Seekers: 
Yes
Certified: 
Yes

Sales through Service

Network: 
CCMA Ireland Skillnet
Duration 2 days
Course Content Programme Overview
The objective is to increase the number of leads generated by agents and to have 100% of employees participate in the programme.

The aim of the sales through service workshops is to increase understanding of the importance of the lead generation programme for the growth of the company. We need to identify agents strengths and weaknesses in this area in order for us to understand the areas we need to work on so that we can meet our objective.

Who is this Course For?
Team leaders who wish to develop their coaching skills, giving themselves, and those directly influenced by their leadership, the ability and zeal to satisfy the customer.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes Upon completion of this program, success should be achieved in the following areas:
• Sales of Ports (connections from other networks) to target
• Sales of product to overachieve target
• Mystery Shop to achieve a rolling average of 75%
• NPS score
• 100% compliance to Mystery shop questions
• Enabling a change in culture from a customer led sale to a Consultant led sale
• creating a shift from a passive response to competitor analysis to one where products are sold as the clear winner
• producing individual employees who strive to assist the customer however possible with the use of enthusiastic team work
Course Web Page: 
http://ccma.ie/page.php?s=training&id=263
Available to Job Seekers: 
Yes
Certified: 
No

Conflict Management

Network: 
CCMA Ireland Skillnet
Duration 5 day programme
Number of Places Max 8/10 per class
Course Fee Contact training@ccma.ie
FETAC Code E30161: Conflict Management
Enrolment and Start Dates Comment This course is arranged around demand.
Course Content 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.
Entry Requirements Level 5 certificate or equivalent or relevant life / work experience
Further Enquiries e: training@ccma.ie
t: 01 291 1960
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

Methods of Assessment • A case study project (50%)
• An assignment (25%) and
• A learner journal (25%)
Location of Course Can be delivered nationwide pending demand
Course Web Page: 
http://ccma.ie/training/348/conflict-management-fetac-level-6.html
Available to Job Seekers: 
Yes
Certified: 
No

Business Management Development e-Learning

Network: 
CCMA Ireland Skillnet
Subjects Taught Unit 1 - The Role of the Manager
Unit 2 - Company Structure Types
Unit 3 - Employment Legislation
Unit 4 - Recruitment & Induction
Unit 5 - Performance Management
Unit 6 - People Management
Unit 7 - Communication and Influencing
Unit 8 - Team Building
Unit 9 - Time Management
Unit 10 - Planning & Goal Setting
FETAC Code B30139 : Business Management
Course Content This Business Management Programme has been designed to equip participants with the essential skills, knowledge and tools required to drive their business forward. Training Experts will guide participants through the topical and relevant course material.

Participants will be able to identify the critical factors that impact the business and will equip them with the core skills to enable them to react in both a responsive and effective manner.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes Learners who successfully complete this module will be able:
• Identify the factors that impact your business both positively and negatively
• Manage people and company resources more effectively,
• Identify what drives employees and devise development and management strategies and initiatives
• Understand key employment legislation, obligations and compliance issues
• Plan for future success – Personal, Team & Company goals and targets
Methods of Assessment Two assignments (25% each) and a Project (50%)

Assignment 1
An investigation and evaluation into the internal and external environment of your business.

Assignment 2
An investigation and evaluation into a topic appropriate to human resources, with reference to appropriate behavioural theories.

Project
A brief will be provided enabling you to demonstrate your ability to analyse, evaluate, conclude and make recommendations on issues that related to business management. You must compile a report to show your understanding of the management process within your organisation.

Location of Course Nationwide
Course Web Page: 
http://ccma.ie/page.php?s=training&id=262
Available to Job Seekers: 
Yes
Certified: 
Yes
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