2010 directory test
DESCRIPTION
first draft of electronic directoryTRANSCRIPT
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Foreword
Dear Colleague
Thank you for using the 2010 States Learning and Development Directory.
I am delighted to be writing this foreword, my first as HR Director for the States of Jersey, as it gives me the opportunity to share my own commitment to
learning and development and to encourage you to keep up your development and renew your own enthusiasm to learn.
Of course this directory can’t cover everybody’s needs, so please do ask if you don’t find what you were looking for, we may be able to suggest some
alternatives including books to read or DVDs or websites to scour for useful knowledge. That said, I am sure that the range of opportunities presented
here will give you a good start and continue to provide thought provoking and useful experiences to build knowledge and expertise across the
organisation.
Please let us have your feedback on both the range and relevance of the courses on offer and of course on the quality – it helps us continue to develop
and improve for the future.
Best wishes
Ruth Davies
Director of Human Resources
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Introduction
Welcome to the 2010 Learning and Development Directory. We hope you will like the new design and layout. Work has also been underway to upgrade
the electronic version, which can be accessed through the Learning and Development site on the States intranet. In recent years, as a cost cutting
exercise, the Directory has been produced entirely ‘in house’. My thanks go to my colleagues in the Learning and Development team for their hard work
and enthusiasm in improving the presentation each year. In particular, I would like to acknowledge Paul Deffains this year for his efforts to enhance the
electronic version.
The content of the Directory aims to cater for your needs. It includes a wide variety of courses, many of which have featured before as they continue to
be in high demand. They are regularly reviewed and up-dated to reflect changing needs. The Directory also includes several new courses and we will add
to these as the year progresses, so please keep a check on our electronic News Bulletin Board where we will up-date you as new development
opportunities arise.
Learning can be achieved in a variety of different ways and taking part in a training course is only one method. As we continue to develop our Learning
and Development provision, we will aim to extend the range and type of learning activity on offer to cater for your differing needs. You are encouraged
to use the outcomes of your performance review to create a personal development plan and to be creative in identifying a range of ways in which you can
develop.
E-learning is relatively new to the States but provided computer access is available will provide immediate and ongoing links to a range of information. We
are currently working with members of the Information Services team to put together an electronic corporate induction package which will appear on the
new States intranet. This is an exciting development which aims to give new employees an opportunity to learn about working for the States on their first
day at work.
We too would like to learn from you. Please let us have your views on the design and content of the new Directory and anything else we can do to assist
your learning experience.
My very best wishes to you all for 2010.
Glynis Hibbeard
Senior HR Manager
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Contents Page
The Learning and Development Team………………………………………………………………………………………………………………………………………………………………………………………………………………..
Information Technology Page General Training - Continued Page
ECDL Information………………………………………………………………………………………………….. Media Awareness Training…………………………………………………………………………..
IT Questionnaire…………………………………………………………………………………………………….. Media Interview Skills…………….……………………………………………………………………
Basics of Project 2002…………………………………………………………………………………………….. Presentation Skills………………………………………………………………………………………..
Desktop Publishing using Publisher…………………………………………….............................. Training for the Occasional Trainer………………………………………………………………
Introduction to Windows…………………………………………………………...............................
Word – Part One…………………………………………………………………………………………………… Customer Services
Word – Part Two……………………………………………………………………………………………………
Word – Part Three…………………………………………………………………………………………………. First Impressions Customer Service………………………………………………………………
Excel – Part One……………………………………………………................................................... Responding to Unacceptable Customer Behaviour………………………………………
Excel – Part Two……………………………………………………………………………………………………..
PowerPoint……………………………………………………………………………………………………………. Enforcement
Outlook and the Internet…………………………………………………........................................
Outlook and the Internet Advanced………………………………………………………………………. Enforcement Training…………………………………………………………………………………
Making the Best Use of IT……………………………………………………………………………………… Introduction to Witness Skills………………………………………………………………………
JD Edwards Enterprise One…………………………………………………………………………………… Investigative Interviewing……………………………………………………………………………
HRIS Awareness for Managers………………………………………….......................................
LiveLink Document Management System……………………………………………………………… French Language Tuition
Ministerial Decisions Workflow………………………………………………………………………………
Induction
General Training
Corporate Induction……………………………………………………………………………………
Administration
Legislation and Policy Awareness
Developing an Eye for Accuracy……………………………………………………………………………..
Developing the Administrative Assistant’s Role…………………………………………………….. Dealing with Harassment & Bullying……………………………………………………………
Improve Your Written Skills…………………………………………………………………………………… Familiarisation with Employment Law……….…………………………………………………
Minutes and Agendas……………………………………………………........................................... JACS Events…………………………………………………………………………………………………
Professional Skills for the Experienced Secretary……….............................................. Understanding the Employment Tribunal Process……………………………………….
Report Writing……………………………………………………………………………………………………….
Lunch and Learns
Communication
Developing, Influencing & Negotiating Skills…………………………………………………………..
Job Description Writing…………………………………………………..........................................
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Personal Development and Effectiveness Page Management Training - Continued Page
The Impact of Change – Opportunity not a Threat………………………………………………… Project Management……………………………………………………………………………………
Developing Your Personal Impact and Building Productive Relationships………………. Team Building Events……………………………………………………………………………………
Dignity at Work………………………………………….…………………………………………………………..
Maintaining Wellbeing in a Stressful Environment………………………………………………… Management Skills for Supervisors
Managing Your Personal Development and Career……………………………………………….
Time Management………………………………………………………………………………………………… Supervisor/Chargehand Development………………………………………….................
Why do I say ‘Yes’ when I mean ‘No’……………………………………………………………………. The Effective Supervisor………………………………………………………………………………
Performance Review and Appraisal Health and Safety
Managing Performance Review & Appraisal………………………………………………………….. Display Screen Assessor’s Course………………………………………………………………..
Performance Review and Appraisal Refresher Workshop………………………………………. First Aid At Work…………………………………………………………………………………………
First Aid Requalification………………………………………………………………………………
Recruitment and Selection Fire Safety Awareness…………………………………………………………………………………
Managing Safely…………………………………………………………………………………………
Managing Recruitment & Selection……………………………………………………………………….. Moving and Handling Principles……………………………………………………………………
Recruitment and Selection ‘Certificate to Practise’……...............................................
Recruitment and Selection Policy Update…………………………………………………………….. Accreditation Details
Retirement Booking Arrangements
Planning Ahead for Retirement……………………………………………………………………………. Information on how to apply for a course……………………………………………………
Planning Ahead for Retirement Nomination form………………………………………………….. 2010 Nomination form…………………………………………………………………………………
Guidance to Nomination Form Procedure…………………………….........................
Management Training Electronic Nomination Form Procedure……………………………………………………….
Modern Manager Programme Details……………………………………………………………………. Professional Qualifications
Modern Manager Programme Module Flow Charts……………………………………………….. Modern Manager Nomination Form……………………….................................................. Professional and Vocational Qualifications Sponsorship Scheme…………………
Coaching and Mentoring………………………………………………………………………………………… Sponsorship form for Professional and Vocational Qualifications…………………
Getting the Best Out Of Your Team………………………………………………………………………..
Good Governance………………………………………………………………………………………………….. Competencies
Managing Business Planning & Performance………………………………………………………… Developing Competencies without a course………………………………………………..
Managing Change………………………………………………………………………………………………….
Managing Customer Service…………………………………………………………………………………. Index of courses
Managing Finance………………………………………………………………………………………………….
Managing Problems in the Workplace……………………................................................. Training Liaison Officers
Managing the Principles of Scrutiny………………………………………………………………………
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The Learning and Development Team
The Learning and Development Team manages the Learning and Development service for the States of Jersey. The team is based at the University Centre,
Highlands Campus.
Learning and Development Office Hours:
8 am to 5 pm Monday to Thursday
8 am to 4 pm Friday
Name Title Tel Fax Email
Learning and Development Team 601125 [email protected]
Glynis Hibbeard Senior HR Manager –
Responsible for
Learning & Development
(based at Cyril Le Marquand House)
440025 [email protected]
Sue Pickering Corporate Learning & Development Officer 608682
601125 [email protected]
Judi Ross-Gower
Corporate Learning & Development Officer 608684 601125 [email protected]
Paul Deffains Corporate Learning & Development Support
Officer
608685 601125 [email protected]
Judith Bourke Corporate Learning & Development Support
Officer
608683 601125 [email protected]
Andrea Gavriel Administrative Assistant 608680 601125 [email protected]
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IT Training
Course Page Page
ECDL Information.…………………………..………………………………… PowerPoint………………………………………………………………..
IT Questionnaire……………………………………………………………….. Outlook and the Internet…..………………………………........
Basics of Project 2002………………………………..……………………… Outlook and the Internet Advanced…………………………..
Desktop Publisher using Publisher.……………………………………. Making the Best Use of IT………………………………………….
Windows – Introduction to……………………………..………………… JD Edwards Enterprise One……………………………….……….
Word - Part One………………………………………………………………… HRIS Awareness for Managers…………………………….…….
Word – Part Two……………………………………………………………….. Document Management System………………………………..
Word – Part Three…………………………………………………………….. Ministerial Decisions Workflow………………………………….
Excel – Part One…………………………………………………………………
Excel – Part Two…………….………………………………………………….
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Information Technology
European Computer Driving Licence
The Learning and Development team are not able to provide the CD Rom for studying for ECDL qualification at present. The ECDL qualifications have been revised and it is felt that as
the States of Jersey are intending to update the corporate operating system soon it would not be cost effective to purchase the updated CD Rom as a training resource at present.
We still have a supply of the older version of CD Rom which can be used purely as a study aid and if you would like one for this purpose please contact the Learning and Development
Team.
Those who have already registered with ECDL and have been issued with a logbook should continue to contact Sarah Thelland to arrange for testing. Sarah’s direct number is 608624 or
she may be contacted by email on [email protected].
Once a candidate has successfully completed all seven modules of the ECDL qualification a refund of the test fees can be arranged by contacting the Learning and Development
When further information on this becomes available it will be added to our Directory and posted to the Learning and Development website.
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Basics of Project 2002
Course Duration: One day Outline Programme:
Objectives: This course will provide users with the basic knowledge of
Project 2002 to create efficient and cost-effective projects
for their organisations.
Project 2002 basics
Working with tasks
Scheduling tasks
Managing resources
Working with task views
Finalising the task plan
Filtering, grouping and sorting
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Those who are familiar with the Windows environment and are involved in the planning and managing of projects.
Desktop Publisher
Course Duration: One Day Outline Programme:
Objectives: The course, which has a strong emphasis on design, aims
to introduce the delegates to the basic skills of desktop
publishing and working with Publisher 2000.
This course will include the following topics:
What is Microsoft Publisher?
Creating a notice
Defining styles
Printing your document
Inserting and deleting pages
Drawing and grouping
Working preferences
Importing images and text
Practical - creating a three page leaflet
Tables
Background page
Page wizards
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Those who need to produce professional looking documents, manuals, leaflets and brochures.
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Introduction to Windows
Word - Part One
Course Duration: One Day Outline Programme:
Objectives: To enable delegates to be more competent in the use of
some of the more basic features of Word
Create and save documents
Edit and format documents
Use spelling and grammar tools
Format paragraphs – indenting, bullets and numbering,
spacing, tabs and borders
Work with multiple documents
Create simple tables
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: First time word processor users, although delegates must already have a grasp of the basic concepts of Windows and be familiar with a computer
keyboard and mouse.
Course Duration: Half day Outline Programme:
Objectives: To enable candidates to manage files and folders and know
how to copy, move and delete files and directories/folders.
This course familiarises delegates with Windows and
enables them to use search features, simple editing tools
and print management facilities
Manipulate windows and screens
Perform file management techniques
Use Windows Explorer
Use the Control Panel
Alter display settings
Run Windows applications
Control the print process
Use Help
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: All those new to Windows. Delegates should have a basic knowledge of the Windows environment and know how to use a mouse before
undertaking this course.
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Word - Part Two
Course Duration: One Day Outline Programme:
Objectives: Delegates will be able to demonstrate competence in
using some of the more advanced features of Word.
Tables
Use pictures and images
Import objects
Use mail merge tools
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Those who have attended the Word Part 1 Course and who are using Word regularly or who are fully competent with the features covered in the
Word Part 1 course.
Word - Part Three
Course Duration: One Day Outline Programme:
Objectives: Delegates will be able to demonstrate competence in
using the advanced features such as macros and paragraph
editing.
Text and paragraph editing
Referencing including: footnotes, endnotes, captions
and indexes
Templates and using watermarks
Tracking changes
Field codes and forms
Macros
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Those who have attended Word Part 2 and require knowledge of the more advanced features of the Word programme.
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Excel Part One
Course Duration: One Day Outline Programme:
Objectives: Delegates will be able to accomplish standard
mathematical and logical operations using basic formulas
and functions as well as advanced features such as
importing objects and creating graphs and charts.
Open, edit, save, print and close a spreadsheet file
Create a spreadsheet including numbers, text and
formulas
Format Cells
Use the basic functions of a spreadsheet, such as sum
and average
Create headers and footers on every page
Understand relative and absolute cell referencing in
formulas
Create, format and print charts
Work with more than one spreadsheet
Move information between worksheet and workbooks
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: New users of Excel spreadsheet application. Delegates should have a basic knowledge of Windows itself, and know how to use a mouse before
starting this course.
Excel Part Two
Course Duration: One Day Outline Programme:
Objectives: Delegates will be able to demonstrate competence in
using some of the more advanced features of Excel such as
using macros and basic functions.
Create and maintain complex spreadsheets
Manipulate charts
Create and use scenarios
Create and use templates
Link cells, worksheets and workbooks
Use complicated functions of various types
Use data tables and databases
Create and use simple macros
Use auditing techniques to check for errors
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Employees who have attended the Excel Part 1 Course and who are using Excel regularly or who are fully competent with the features covered in
the Excel Part 1 course.
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PowerPoint
Course Duration: One Day Outline Programme:
Objectives: After this course delegates should be able to carry out
tasks such as: creating, formatting and preparing
presentations including the ability to work with graphics,
charts and various show effects.
Create and add slides of various kinds to a presentation
Add bullets to lists
Use clip art and drawing
Use charts and organisation charts
Format text, bullets and fonts
Produce slide shows
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: First time PowerPoint users, although delegates must already have a grasp of the basic concepts of Windows and be familiar with a computer
keyboard and mouse.
Outlook and the Internet
Course Duration: Half Day Outline Programme:
Objectives: After this course delegates will be able to use a Web
browser application and search engine tools; use
bookmarks to record and search results; send and receive
electronic mail; manage emails using folders.
Navigate individual sites
Use Web addresses
Use search engines
Download files
Create, read, reply to, forward, move and delete
messages
Create a contact list and communication with your
contacts
Use the calendar
Create and view your journal
Schedule meetings
Use the out of office assistant
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Anyone who is new to Outlook. Delegates should have a basic knowledge of the Windows environment and know how to use a mouse before
undertaking this course.
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Outlook and the Internet - Advanced
Course Duration: Half Day Outline Programme:
Objectives: To cover the more advanced aspects of Outlook.
Navigate individual sites
Use Web addresses
Use search engines
Download files
Use the journal
Schedule and arrange meetings
Communication with your contacts
Use instant messenger
Search for items
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Anyone who has experience using Outlook and the internet.
Making the best use of IT - NEW
Course Duration: Half Day Outline Programme:
Objectives: To refresh your knowledge of a range of IT software
packages and best use of them in order to save time and
become more productive.
Tips for best use of Outlook
Enhancing your knowledge of Word
Overview of Excel
Overview of PowerPoint
Up and coming advances in technology for business
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Users who have experience but would benefit from refreshing their knowledge.
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JD Edwards Enterprise One- Financial and Resource Control System
The Shared Services Systems team currently offer the following courses and update sessions but please note that the courses offered do change as new modules of the
system are implemented. Course nomination forms are NOT required for these courses.
ROLLING TRAINING PROGRAMME:
Introduction to JD Edwards Enterprise One half day
Procurement for New Users full day
Really Real Time Introduction for New Users half day
HR Information System for Managers and Administrators half day or three quarter day
OTHER SESSIONS/WORKSHOPS are arranged when there is sufficient demand or a notable system update. Updates and Workshops will be advertised to interested
parties when they are arranged.
TRAINING FOR DEPARTMENTS GOING “LIVE” WITH NEW MODULES
Training for Departments going “live” with new modules of this system will be provided by the Shared Services Systems team as part of the implementation process.
Staff in these departments need not apply for a course in this directory. For further information log a help desk call, or ring the JD Edwards helpdesk on 440284
BOOKING A PLACE ON A COURSE
To book a course, please ensure that you have physical access to the system and that you have a password. Then log a help desk call, or ring the JD Edwards helpdesk
on 440284 to advise us which course you would like to attend. The training organiser will then ring you to arrange the most suitable date from the programme.
COURSE DATES
Rolling programme course dates can be found on the JD Edwards system home page http://jde/JDE/site/default.aspx by clicking on Training Information. If you do
not have access to the system, please ring the JD Edwards helpdesk on 440284 for a copy.
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HR Information System (HRIS) for Managers and Administrators
Please note that separate sessions are held for those who are new users and those who are existing users of J D Edwards. Attendance requires access to JD Edwards,
a JDE log on (obtainable from your HR support staff) and confidence in using Windows based computer programmes
Course Duration: 1/2 day for existing JD Edwards users
3/4 day for users new to JD Edwards
Outline Programme: The basics of JD Edwards Enterprise One (for the non JDE users sessions only)
Jobs and posts in the States of Jersey
How to input HR Information
Enquiry and reporting
Course Dates: The rolling programme course dates can be found on the JD Edwards system home page http://jde/JDE/site/default.aspx by clicking on
Training Information. If you do not have access to the system, please ring the JD Edwards helpdesk on 440284 for a copy.
Suitable for: Managers or Administrators that need to enquire on employees’ details retained on this system
Will help develop the following competencies: Delivery and Implementation
LiveLink Document Management System
A shared environment for storing and sharing files and collaborative working.
Course Duration: Two half-days
Objectives: This course is designed to provide an understanding of everyday tasks and activities involved in managing and sharing documents.
Outline Programme: This two-part hands-on training session will teach users of the system to:
Navigate the filing structure
Search for items within the system
Create shortcuts to favourite items
Add new items to the system
Edit and delete items within the system
Move and copy items within the system
Secure documents against unwanted changes
View item information: properties, audit, and previous versions
Email attachments and links
Course Dates: For more information or to book a place on this training please e-mail Paul Deffains at [email protected]
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Ministerial Decisions Workflow
An automated process for creating, modifying and approving Ministerial Decisions for the States of Jersey.
Course Duration: Two half-days
Objectives: The content of each session is designed to provide an understanding of the roles of Departments and the States Greffe throughout the
Ministerial Decision process.
Outline Programme: This two-part hands-on training session will teach users of the system to:
Generate a Ministerial Decision Workflow
Add supporting documentation
Review a Ministerial Decision
Submit a Ministerial Decision for approval
Amend Ministerial Decision Details
Re-submit a Ministerial Decision for approval
Finalise a Ministerial Decision
Course Dates: For more information or to book a place on this training please e-mail Paul Deffains at [email protected]
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General Training Course Page Page
Administration Customer Services
Developing an Eye for Accuracy……………………………………… First Impressions Customer Service………………………………
Developing the Administrative Assistant’s Role………………. Responding to Unacceptable Customer Behaviour………
Improve Your Written Skills…………………………………………….. Enforcement
Minutes and Agendas……………………………………………………… Enforcement Training……………………………………………………
Professional Skills for the Experienced Secretary……………. Introduction to Witness Skills……………………………………….
Report Writing………………………………………………………………… Investigative Interviewing……………………………………………..
Communication French Language Tuition
Developing Influencing & Negotiating Skills……………………. Induction
Job Description Writing…………………………………………………… Corporate Induction……………………..………………………………
Media Awareness…………………………………………………………… Legislation and Policy Awareness
Media Interview Skills…………………………………………………….. Dealing with Harassment and Bullying………………………….
Presentation Skills…………………………………………………………… Familiarisation with Employment Law………………………….
Training for the Occasional Trainer…………………………………. JACS Events………………………………………………………………….
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Course Page Page
Understanding the Employment Tribunal Process………….. Performance Review and Appraisal
Lunch and Learns Managing Performance Review and Appraisal………………
Personal Development and Effectiveness Performance Review and Appraisal Refresher
Workshop……………………………………………………………………...
The Image of Change – An opportunity not a threat……… Recruitment and Selection
Developing Your Personal Impact and Building
Productive Relationships………………………………………………… Managing Recruitment and Selection……………………………
Dignity at Work………………………………………………………………. Recruitment and Selection ‘Certificate to Practise’……….
Maintaining Wellbeing in a Stressful Environment…………. Recruitment and Selection Policy Update……………………..
Managing Your Personal Development and Career………… Retirement
Time Management………………………………………………………… Planning Ahead for Retirement…………………………………..
Why do I say ‘Yes’ when I mean ‘No’………………………………
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Administration
Developing an Eye for Accuracy
Please contact the Learning and Development team for full details of this course.
Further information prior to nomination
Managers/supervisors should be aware that the costs for attending will need to be met by the Department.
Developing the Administrative Assistant’s Role
Course Duration: Two Days Outline Programme:
Objectives: A two-day course which will encourage delegates to use
systematic and organised methods to enhance efficiency
and to develop a proactive approach with their manager(s)
and within their team.
Roles and responsibilities
Using systems and processes to improve efficiency
Managing time
Effective communication and building confidence
Interpersonal relationships
Increasing personal effectiveness
Multi manager and multi team working
Quality and customer service
Course Dates: 11-12 May , 9-10 November
Suitable for: All recently appointed secretaries/administrative assistants or those who have received no previous training.
Will help develop the following competencies: Persuasive Communication; Delivery and Implementation
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Improve Your Written Skills
Course Duration: One Day Outline Programme:
Objectives: To help participants to develop an improved
standard of written work and to express
themselves clearly and unambiguously.
The purpose of written communication
Identifying badly written communication
Broad principles of writing
Importance of style and layout
Using everyday English
Respecting the reader
Skills practice
Course Dates: 16 March , 12 October
Suitable for:
Employees at any level who need to write reports, letters, memos, etc. as part of their everyday work. This is a practical course and is particularly
suitable for those in non-managerial positions. Participants are encouraged to bring along examples of their work for discussion with the tutor.
“The States of Jersey Editorial and Publication Guidelines” (available on Café Cyril) will be followed in this course.
Will help develop the following competencies: Persuasive Communication (Written)
Minutes and Agendas
Course Duration: One Day Outline Programme:
Objectives: This course will help delegates understand the
importance of thorough preparation, structuring
agendas and taking accurate notes; also the need to
write precise and concise minutes which accurately
reflect the decisions made at the meeting. “The States
of Jersey Editorial and Publication Guidelines” (available
on Café Cyril) will be followed in this course.
Planning and preparing the agenda
Taking notes which are clear and manageable
Writing minutes using appropriate language and in the
right format
Course Dates: 18 March, 14 October
Suitable for: Those who are required to prepare agendas and take minutes at either formal or informal meetings.
Will help develop the following competencies: Persuasive Communication (Written)
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Professional Skills for the Experienced Secretary
Course Duration: Two Days Outline Programme:
Objectives: A two day course which will refresh and further develop
the skills and effectiveness of experienced secretaries and
administrators by building on their previous experience to
date.
Appreciating the impact of change on the secretarial role
Providing support to more than one manager
Time management
Presenting a positive and professional business image
Maximising interpersonal relationships
The impact of self presentation
Problem solving and decision making
Maintaining personal effectiveness under pressure
Continuing professional development
Course Dates: 13-14 May
Suitable for: Experienced secretaries and administrators with or without previous training.
Will help develop the following competencies: Persuasive Communication; Delivery and Implementation; Teamworker
Report Writing
Course Duration: One Day Outline Programme:
Objectives: This course covers all types of written reports. It is
essential for those who are required to write reports for
senior managers, working parties or groups. “The States
of Jersey Editorial and Publication Guidelines” (available
on Café Cyril) will be followed in this course.
Identify the needs and motivation of readers
Utilise report writing techniques
Structure and organise data
Understand the importance of planning and preparation
Write a short report
Course Dates: 17 March , 13 October
Suitable for: Employees at any level who need to write reports, letters, memos, etc. as part of their everyday work. This is a practical course and is particularly
suitable for those in non-managerial positions. Participants are encouraged to bring along examples of their work for discussion with the tutor.
Will help develop the following competencies: Persuasive Communication (Written)
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Communication
Developing Influencing and Negotiating Skills
Course Duration: Half Day Outline Programme:
Objectives: Focuses on the need to develop successful
outcomes through influence and persuasion. This
course will equip participants with vital skills to
help achieve satisfactory solutions.
Explore techniques to apply in persuading and influencing
others
Negotiation skills: will introduce participants to negotiation
strategies
Will include practical role play
Course Dates: 8 March (am) , 8 November (am)
Suitable for: For anyone who has a need to use persuasion and influence as part of their job.
Will help develop the following competencies: Persuasive Communication
Job Description Writing - NEW
Course Duration: One Day Outline Programme:
Objectives: Will provide delegates with the structure and technique to
enable them to produce clear and concise job
descriptions.
Job descriptions and their uses
How to achieve job understanding
Job analysis techniques
Writing a job description
How to put States job descriptions forward for evaluation
Introduction to the Hay Evaluation process
Course Dates: 22 March, 18 October
Suitable for: Managers, HR specialists, and others who wish to gain a greater understanding of how to analyse jobs and write Hay job descriptions. Will be of
benefit to those with no experience of job analysis or those wishing to further develop their skills.
Will help develop the following competencies: Delivery and Implementation
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Media Awareness Training - NEW
Course Duration: Half Day
Objectives: To provide delegates with an understanding of how the media works, what journalists are looking for in a news story and how to deal with
them when they call.
Outline Programme: On completion, participants should be able to:
Understand what a news story is
Understand what journalists are looking for
Understand the deadlines and pressures under which journalists work
Identify news stories within their department
Write a well structured news release to explain such stories
Follow -up a news release with more information for journalists, as requested
Contact the media proactively with story suggestions
Deal with unsolicited questions from the media
Organise a press conference
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Anyone who has responsibility for dealing with calls from the media or with external communication
Will help develop the following competencies: Persuasive Communication; Political Shrewdness
Media Interview Skills - NEW Course Duration: Half Day Outline Programme:
Objectives: To give delegates practical experience of being
interviewed on camera and microphone, with feedback
from a professional communications expert
On completion participants should be able to:
Understand what journalists are looking for in an
interview
Identify the precise message they want to communicate,
via the journalist, to the public
Decide how best to communicate that message
Conduct interviews with confidence
Understand how to use the media as one of many
communication tools
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Managers and others, who are required to carry out media interviews, or those who will need to conduct media interviews in the near future.
Will help develop the following competencies: Persuasive Communication; Political Shrewdness
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Presentation Skills
Course Duration: Two Days
Objectives: To provide delegates with the knowledge and understanding of how to prepare and deliver an effective presentation in a structured format.
Outline Programme: On completion, participants should be able to:
Deliver a professional presentation
Sell ideas effectively
Be in control of their material
Structure their presentation
Take control of themselves
Research their audience
Make effective use of visual aids
Deal with questions
Effectively critique presentations of other students
Delegates will be asked to give a presentation on the second day.
Course Dates: 18-19 May
Suitable for: Managers and others who are required to give presentations
Will help develop the following competencies: Persuasive Communication, Self-Assurance
Training for the Occasional Trainer
Course Duration: Two Days Outline Programme:
Objectives: This course is designed for those who have to take on
the role of an occasional trainer and will enable
participants to quickly gain confidence in making
presentations and running short training sessions.
On completion delegates should be able to:
Apply training in a structured way for maximum learning
Better maintain interest within a group
Use the basic skills necessary for effective training
Measure the impact of the training they have delivered
Course Dates: 14-15 June
Suitable for: Anyone who is required to deliver training sessions as part of his or her job.
Will help develop the following competencies: Persuasive Communication
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Customer Services
First Impressions™ Customer Service Training
Course Duration: Two days
Objectives: The aim of the Customer Service First Impressions course is to provide people in front-line customer service roles with the foundation
knowledge, understanding and skills to become customer service professionals.
The course, which has been developed by the Institute of Customer Service, will help delegates think about the customer service they provide
and learn how to apply best practice so they can support the States of Jersey in its aim to “put the customer at the heart of everything we
do”.
Outline Programme: Understanding what constitutes customer service and the difference between excellent and poor customer service
Appreciating who our customers are (both internal and external)
How to go about achieving positive customer relationships and the customer service process
Achieving and maintaining a reputation for customer excellence
The importance of effective communication
The benefits of team work and satisfying internal customers
Systems for customer feedback
Handling difficult customers and mechanisms for dealing with aggressive behaviour
Resolving problems
Course Dates: 4th
Feb & 11th
Mar, 5th
Feb & 12th
Mar, 13th
May & 24th
June, 14th
May & 25th
June, 7th
Oct & 18th
Nov, 8th
Oct & 19th
Nov
Suitable for: Those dealing at the ‘front line’ with both internal and external customers. It is a first level Customer Service course and appropriate for Civil
Servants up to Grade 9 (or equivalent in other pay groups).
Supervisors and Managers are recommended to attend the ‘standalone’ Modern Manager course entitled ‘Managing Customer Service’.
Will help develop the following competencies: Customer Focus; Integrity; Persuasive Communication
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Responding to Unacceptable Customer Behaviour
Course Duration: One Day Outline Programme:
Objectives: This one-day training course is designed to equip
delegates with the required levels of knowledge and
practical skills to enable them to deal with situations of
unacceptable customer behaviour which may result in
violence in the workplace in a fair and professional way.
The training will include a briefing on the States
document entitled ‘Unacceptable Customer Behaviour -
Guidance on Policy and Incident Reporting’.
Guidance on policy and incident reporting
Definition of unacceptable customer behaviour
Dealing with situations in a fair and professional way
Health and Safety legislation
The reporting process
Roles and responsibilities
Action and follow up
Course Dates: 23 April , 28 May
Suitable for: Anyone who may have to deal with situations of unacceptable customer behaviour and violence in the workplace.
Will help develop the following competencies: Customer Focus
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Enforcement
Enforcement Officer Training
Course Duration: 5 days, 3 + 2 days Outline Programme:
Objectives: This five-day programme is designed to equip those in
enforcement roles with the required levels of
knowledge and practical skills in order to carry out
enforcement duties fairly, professionally and in
accordance with the law.
On completion participants should:
understand the principles of enforcement duties
have improved their questioning and listening skills
be able to conduct an investigative interview and
prepare a statement
be able to collect evidence in line with PPCE
be able to prepare a case file
have a greater understanding of the Regulation of
Investigatory Powers Act
Evidence gathering – compliance with PPCE (PACE in UK)
Compiling case files
Statement writing
Hearsay
Gathering exhibits
‘Expert’ witnesses
Completion of an affidavit
Tape recorded interviews under caution
Taking witness statements
Questioning skills
Regulatory Investigative Powers (Surveillance)
Course Dates: 20-22 April & 24-25 May (Follow up)
Suitable for: Non-uniformed staff who are involved in enforcement duties
Will help develop the following competencies: Persuasive Communication; Delivery and Implementation;
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Introduction to Witness Skills
Course Duration: Two Days Outline Programme:
Objectives: This course will give delegates an understanding of what
is required in the preparation and presentation of
evidence, help them become familiar with Courtroom
protocol and procedures and gain increased confidence
in preparing and presenting evidence in Court.
Taking statements
Types of evidence
Laws of evidence
Preparing to give evidence
Courtroom procedures and Judge’s rules
Prosecution requirements
The defence advocate’s role
Presenting evidence
Cross examination
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Employees at any level who are involved in the investigation of cases where they may be required to give evidence in Court.
Will help develop the following competencies: Persuasive Communication; Delivery and Implementation
Investigative Interviewing
Course Duration: Two Days Outline Programme:
Objectives: To provide delegates with the skills and techniques to
be able to carry out effective interviews of an
investigative nature.
The interview model - structuring a logical step by step
approach
Questioning and listening skills - different styles
Non-verbal communication
Attitude assessment interviewing
Course Dates: 26-27 May
Suitable for: All members of staff who are responsible for carrying out important and sensitive investigations.
Will help develop the following competencies: Delivery and Implementation
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French Language Tuition Objectives: To enable States employees to have a level of proficiency
in the French language to enable them to communicate
fully and effectively in their place of work.
Suitable for: Any States employee who by requirement of their job has to be able to use the French language.
For further information please contact Judi Ross-Gower on 608684
Induction
Corporate Induction
Course Duration: Half day
Objectives: This programme, which will be held at regular intervals throughout the year , is intended for ALL employees who are new to the States of
Jersey. It has been devised and developed to ensure that newcomers to the States are fully briefed about current issues taking place in our
organisation and how these impact upon each and every employee.
This half day event should complement the induction events which departments are required to provide locally for their new starters.
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: All newly appointed States employees
Will help develop the following competencies: Working Together
News Bulletin
In conjunction with the development of the new States Intranet, work is underway in creating and ‘on line’ corporate induction package. It is hoped that
new employees will be able to access this as soon as they take up employment within the States.
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Legislation and Policy Awareness
Dealing with Harassment and Bullying
Course Duration: One day
Objectives: This workshop is about professional conduct in relation to bullying and harassment and promoting best practice. The trainer will use a
number of theoretical models to highlight human behaviour, organisational structure and managing conflict. There are opportunities
throughout the workshop for individual, paired and group activities. Through active participation and trainer support, delegates will gain
understanding and confidence to recognise and deal with harassment and bullying.
Outline Programme: To equip delegates with an understanding of issues relating to harassment and bullying in the workplace and organisational
policies/procedures. It will raise delegates’ awareness of professional conduct and promote best practice in dealing with such cases.
Understand the terms diversity, values, beliefs, attitudes, prejudice and discrimination.
Recognise how prejudice manifests itself within the workplace and the effects on indviduals
Understand the terms “harassment” and “bullying” and the differences between them
Have an understanding of the oganisation’s harassment and bullying policy, procedures and application
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Line managers, Supervisors and Chargehands
Will help develop the following competencies: Leadership; Integrity; Problem Solving; Teambuilding
Familiarisation with the Employment Law
Course Duration: Half day Outline Programme:
Objectives: To provide an overview of the key issues in relation to
the Employment Law
The Law
Summary of protections under the Law
The potential risks for the States
Recruitment process
Action during probation and ongoing assessment of
employees
Managing employee grievances
Disciplinary issues and processes
Unfair dismissal and constructive dismissal
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: This is an essential programme for new managers at all levels or managers who have not undertaken this training.
Will help develop the following competencies:
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JACS Events
Course Duration: Half Day
Throughout the year the Jersey Advisory and Conciliation Service offer, amongst others, half-day courses to familiarise managers with their
responsibilities under the Employment (Jersey) Law and the proposed Discrimination Law. JACS have made available to employees of the
States of Jersey a number of spaces on each of their courses.
Places should be requested by email to the Learning and Development Team.
Details of these courses will be circulated and added to the website by the Learning and Development Team as and when they are arranged
by JACS.
The venue for all courses will be St. Paul’s Centre, Dumaresq Street, St. Helier unless otherwise stated on the confirmation and start at 08.45
and finish at 12.45.
For further detailed information on the courses offered please go to the link below for the JACS website.
www.jacs.org.je
Understanding the Employment Tribunal Process
Course Duration: Half Day Outline Programme:
Objectives: To provide Managers with an understanding of the tribunal
system and the process involved in preparing for a tribunal
hearing.
An overview of the current Employment Law
How the Employment Tribunal works
What you need to consider if a case is brought
Lessons learnt from the Employment Tribunal
Preparation of the paperwork.
Timescales
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for:
Will help develop the following competencies: Delivery and Implementation; Political Shrewdness
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Lunch and Learn Sessions
These lunchtime sessions are intended as a short introductory session and will provide an overview of the subject.
All sessions are held between 12.30pm – 2.00pm and will normally be held in the 7th
Floor Meeting Room, Cyril Le Marquand House
The sessions are open to all employees who are interested in the topic. They are informal and places are offered on a ‘first come – first served’ basis.
Bring your own sandwiches and we will provide drinks.
Applications should be made to the Learning and Development Team by phone or email.
It will not be necessary to complete the customary nomination form
If you have any suggestions for further relevant topics for Lunch and Learn sessions, we would be pleased to hear from you. Alternatively, if you have a relevant topic
you would like to present at a Lunch and Learn session, we would again be pleased to hear from you.
Tuesdays
Managing Attendance
A practical guide for managers which will help them in managing the attendance of their team.
9 February
Occupational Testing
If you have responsibility for recruitment, find out about the various occupational tests available and how they can help you to select the best
person for the job.
16 March
Recruitment and Selection Policy Overview
This session will provide managers with an update of their responsibilites under the Recruitment and Selection Policy.
18 May
Carrying Out a Performance Review and Appraisal – The key factors to remember
This short refresher course will remind managers of the most important factors to remember when they are carrying out a performance review
and appraisal.
25 May
An Easy Guide to Creating a Personal Development Plan
One of the outcomes of the performance review process is the creation of a personal development plan. This short session will provide guidance
in putting together a personal development plan as well as offering a range of ways in which learning can be achieved.
8 June
Useful Tips for Effective Learning
If you are working towards a professional qualification and/or taking part in the Modern Manager Programme this session will offer you some
useful advice in maximising your learning when you are under pressure and have limited time.
29 June
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Wednesdays
Shortcuts – Tips and Tricks for Windows and Office
The session will help you get around Windows and Office faster by introducing you to some of the less used but extremely useful keyboard short
cuts. We will also look at some simple but effective tricks for improving your use of Office products and look at how customising your toolbars
and shortcut menus can improve your efficiency.
3 February
24 March
28 April
12 May
29 September
24 November
Jersey’s International Relations
TBA
Outlook- Practical Tips
Outlook is a powerful application that most people use on a daily basis without realising how capable the tool really is. This interactive session will
explore some of the depths of this commonplace application to help you use it to its full potential.
23 June
The Proposed Discrimination (Jersey) Law and Employment
The Discrimination (Jersey) Law Race is expected to come into effect during 2010. At this session we look beyond the Race Regulations and
examine how discrimination legislation in general will impact upon employment i.e. recruitment and selection, promotion, training, pay and
benefits or selection for redundancy or dismissal.
14 July
Pensions Made Easy
For line managers and employees who wish to have a basic understanding of the States occupational pension scheme.
13 October
Keep IT Safe
Practical advice and guidance on keeping your IT information safe at work and at home.
8 December
The Role of Occupational Health and How It Can Support You
An overview of the Occupational Health Service and the role it plays in supporting the organisation and its employees.
To be arranged
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Personal Development and Effectiveness
The Impact of Change – An opportunity not a threat! - NEW
Course Duration: Half day Outline Programme:
Objectives: We are increasingly being subjected to change in our
working environment, which often makes us feel
vulnerable. This short course will provide participants
with better understanding of the dynamics and
factors which bring about change in organisations. It
will also make participants aware of how they can
use a changing environment as an opportunity to
broaden their knowledge and skills for the benefit of
their career.
An appreciation of the ongoing nature of change
An understanding of the drivers for change
An awareness of the underlying causes and
resulting behaviours which bring about a resistance
to change
An appreciation of the changes impacting on States
workers and the reasons for these
Practical actions and coping mechanisms that will
ease resistance to change
How the potential threat of change can be turned
around and seen as an opportunity
Course Dates: 19 March (am), 20 September (am)
Suitable for: Any employee who Is being impacted by change or is helping to implement change in their department.
Will help develop the following competencies:
Developing Your Personal Impact and Building Productive Relationships
Course Duration: One Day Outline Programme:
Objectives: At the end of this course, delegates will have a clear
understanding of their personal skills and strengths,
identified areas for personal development and explored
ways of increasing their personal effectiveness. Also
they will have increased their levels of personal
confidence.
Self awareness
Identifying blocks to personal effectiveness
Communication skills
Using assertive behaviour for positive effect
Handling change
Working with others
Realistic goal setting
Course Dates: 15 March , 11 October
Suitable for:
Particularly suitable for staff in non-management positions who wish to increase their confidence and explore personal potential. This course
may be of particular interest to people who would welcome the opportunity to take stock of their current positions and explore how they could
increase their development opportunities.
Will help develop the following competencies: Self-Assurance
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Dignity at Work – Preventing Discrimination - NEW
“Creating a healthy environment in which people treat each other with respect, fairness and understanding”
Course Duration: Half day Outline Programme:
Objectives: To provide delegates with an insight into how
discrimination can occur in the workplace and the
steps that can be taken to avoid it.
Recognising what practices could lead to direct and
indirect discrimination
Explore how attitudes and beliefs can influence our
behaviours to others
Understand how judgements and unconscious
responses can result in colleagues and customers
being treated unfairly and discriminated against
Understanding the culture in which we work and
how this can impact on behaviour
Steps that can be taken to create a working
environment where all people are treated with
dignity and respect
Course Dates: 10 May (am), 22 November (am)
Suitable for: Line Managers, Supervisors and Chargehands
Will help develop the following competencies: Leadership, Integrity, Teambuilder, Teamworker
Maintaining Wellbeing in a Stressful Environment
Course Duration: Half Day Outline Programme:
Objectives: To help delegates to better understand the causes
of stress and its impact on individuals and teams.
This course will provide guidance in dealing with
stress and conflicting needs and help delegates to
maximise their performance in the workplace.
A definition of stress
Managing pressure in the workplace
Stress and behaviour patterns
Strategies for managing stress
Course Dates: 20 May (pm) , 2 December (pm)
Suitable for: Employees who want to improve their personal effectiveness and performance by applying stress management techniques.
Will help develop the following competencies: Team worker
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Managing Your Personal Development and your Career - NEW
Course Duration: Half day Outline Programme:
Objectives: Delegates will be encouraged to take a pro-active
approach to their own learning and development and
will be shown a range of ways to improve their own
performance for the benefit of their own career and the
organisation.
How to take a pro-active approach in managing your own
performance and career
Preparing for performance review and the outcomes
A structured approach to development planning and
production of a learning log
Awareness of the range of opportunities available to
support your development
How to monitor progress and achievement
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Those who are committed to continuous improvement and development
Will help develop the following competencies:
Time Management
Course Duration: Half day Outline Programme:
Objectives: Delegates will be given an overview of the benefits of
effective time management and provided with processes
and techniques for improving their time management skills
for their own personal benefit as well as the organisation.
Recognise the personal benefits of effective time
management
Highlight key time stealers
Explain the links between ineffective time management
and stress
Prioritise work more effectively
Identify areas for more effective use of delegation where
appropriate
Analyse problems and situations in order to select
appropriate time management techniques
Devise a personal action plan for improving time
management
Course Dates: 29 April (am)
Suitable for: All staff who wish to develop their own effective time management strategies.
Will help develop the following competencies: Delivery and Implementation
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Why Do I Say ‘Yes’ When I Mean ‘No’ Course Duration: Half Day Outline Programme:
Objectives: This half day workshop focuses on providing key tips for
building confidence and assertiveness and is planned to
enable participants to communicate with greater
impact.
Definition of assertive behaviour and the benefits it offers
Understanding human behaviour
Saying ‘no’ without feeling guilty or causing offence
Tackling barriers to behaving assertively
Course Dates: 1 March (am) , 4 October (am)
Suitable for: Anyone who would like to develop confidence and assertiveness when interacting with colleagues and customers at work.
Will help develop the following competencies: Self-Assurance
Performance Review and Appraisal
Managing Performance Review and Appraisal
Course Duration: Two days
Objectives: To develop an understanding of the principles of Performance Management and the process and skills required to carry out a performance
review and appraisal.
At the end of the course participants will be aware of the benefits of the process, both to the organisation and the individual and will be
better equipped to carry out performance reviews with their own team.
Outline Programme: Performance Management in the States of Jersey - putting performance review and appraisal into the strategic and business planning
context
Essential elements of effective performance review and appraisal
Setting objectives and measuring performance and producing a development plan
Identifying learning and development needs
Succession planning and career management
Managing poor performers
Appraisal skills practice and development
Course Dates: 3-4 February , 6-7 May , 13-14 September , 29-30 November
Suitable for: Managers and Supervisors at all levels who are required to carry out performance review and appraisals.
The course is participative and will focus on participants own situations and experiences where appropriate.
Will help develop the following competencies: Delivery and Implementation, Leadership, Team Builder
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Performance Review and Appraisal Refresher Workshop - NEW
Course Duration: Half day Outline Programme:
Objectives: Managing performance is an integral part of a
manager’s role. This half day workshop will provide a
refresher for Managers who have already attended
Performance Review and Appraisal training some
while previously but need to up-date their knowledge
and understanding of the States Performance Review
and Appraisal process. Opportunity will also be
provided to review current practise and understand
how best to deal with difficult situations.
To understand the importance of managing
performance in a fair and responsible manner
To enhance current knowledge and understanding
of the States Performance Review and Appraisal
process and the policies available to support
performance management
Provides guidance and advice on managing
performance issues and having difficult
conversations
Offers techniques and practice in writing SMART
goals and objectives which are meaningful
Awareness of the implications of the Jersey
Employment Law in managing performance
Appreciate the importance of ongoing monitoring
in managing performance
Understand the need for Development Planning
and the range of development opportunities
available
Course Dates: 21 May (am), 15 November (am)
Suitable for: Line Managers and Supervisors
Will help develop the following competencies: Leadership, Integrity, Teambuilder
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Recruitment and Selection
The States of Jersey views the recruitment and selection of employees as an activity which is crucial to its success and one which must be conducted in a professional
and competent manner.
In support of this approach, the Appointments Commission was established by the States of Jersey. One of its primary roles is to establish and keep under review
guidelines on all public service appointments i.e. “to ensure that appointments to the public sector and to autonomous and quasi-autonomous public bodies are
properly made”.
The following package of training events has been developed to reflect the Commission’s Code and to provide a choice of routes for the achievement of the “Certificate
to Practise”
Copies of the Appointments Commission’s booklets – “Recruitment Code” and “Guidance on Senior Recruitment” may be obtained from States Human Resources.
States Polices and procedures on recruitment and selection may be found on the Human Resources intranet site.
Managing Recruitment and Selection
Course Duration: Two Days Outline Programme:
Objectives: To enable participants to:
Understand the need for a systematic and objective
approach to recruitment, including the application of
Appointments Commission Recruitment Codes and
States policies and procedures
To allow participants the opportunity to develop their
skills in all aspects of the recruitment process,
particularly the selection interview
To prepare participants for assessment for the
“Certificate to Practise” in recruitment and selection
Developing a systematic approach
States recruitment polices and legal requirements
Jersey Appointments Commission Recruitment Codes
Job analysis and specification
Competency awareness
Shortlisting
In-depth examination of good interviewing techniques
Practical recruitment interviewing case studies.
Post-appointment practises and procedures
Course Dates: 11-12 February , 8-9 June , 21-22 September , 7-8 December
Suitable for: Managers and others who have a responsibility for the recruitment and selection of staff and who are required to participate in selection panels.
The style of programme will be highly participative A major portion of the course will be devoted to practising the selection interview. All participants will take part in
practical case studies and these will form the basis of a personal development plan showing areas which participants need to develop.
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Recruitment and Selection ‘Certificate to Practise’
Course Duration: Half day
Objectives: To enable participants to demonstrate that they have achieved the necessary standard of competence to be awarded the Recruitment
and Selection “Certificate to Practise”
Assessment Programme: Participants will be required to complete a short written questionnaire designed to test their knowledge and understanding of
recruitment and selection practise as outlined in States policies and procedures and Appointments Commission’s codes in particular.
Participants will participate in role-play interviews which will be assessed by trained observers .
An information pack containing all the necessary information will be issued well in advance of the assessment date.
Some pre-assessment work will be required in advance of the assessment day.
Course Dates: Please contact the Learning and Development Team
Suitable for: Those people involved in the recruitment and selection process who are required to be assessed for the “Certificate to Practise”.
Participants should either have considerable experience of selection interviewing in the States of Jersey or have attended the Recruitment
and Selection training course (or both).
Recruitment and Selection Policy Update
Course Duration: Three hours Outline Programme:
Objectives: A three-hour session offered to managers to update them
on policy development and processes associated with
recruitment and selection. This session will also give
delegates the opportunity of highlighting any difficulties
they are experiencing
Awareness of new policies and procedures and their
implications
The ‘Manager’s Guide to Recruitment and Selection’
The revised ‘Appointments Commission Code’
Employment Law – the need to retain accurate records
The impact of the Discrimination Law on Recruitment &
Selection
Course Dates: Please contact the Learning and Development Team
Suitable for: Those who have obtained the ‘certificate to practise’ in recruitment and selection.
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Retirement
Planning Ahead for Retirement
Course Duration: Two days Outline Programme:
Objectives: To look at the new opportunities that retirement will bring
and air any concerns you may have.
Retirement not only affects the employee but also has a
tremendous impact on the employee’s partner. If partners
wish to attend this event they will be made very welcome.
If you wish to bring a partner please include their name
on the nomination form when applying for this course.
Time – will there be too much of it?
Status – what will replace work?
Health and leisure – how to stay fit, keep active
Support – who will provide you with support?
State Benefits - what are the entitlements?
Pension – what are the options?
Taxation – negotiating pitfalls on retirement
Investments – getting to grips with your money
Course Dates: 20-21 April, 1-2 July, 27-28 September, 6-7 December
Suitable for: Any employee who will be facing retirement within the next TWO YEARS and feel they would benefit from planning ahead for this event.
Managers should encourage employees who are within two years of retirement to attend this programme.
You can find the Planning Ahead for Retirement nomination form on the next page.
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Management Training
Course Page Page
Modern Manager Programme Details……………………………….. Managing Change………….………………………………………….
Modern Manager Programme Module Flow charts………….. Managing Customer Service………………………………………
Modern Manager Nomination Form…………………………………. Managing Finance………………………………………………………
Coaching and Mentoring………………………………………………….. Managing Problems in the Workplace……………………….
Getting the Best Out of Your Team…………….……………………… Managing the Principles of Scrutiny and Appearing
Before Scrutiny Panels……………………………………………….
Good Governance………………………..……………………………………. Project Management…………………………………………………
Managing Business Planning & Performance…………………….. Team Building Events…………………..…………………………….
Management Skills for Supervisors
Course Page Page
Supervisor/Chargehand Development………………………………. The Effective Supervisor…………………………………………….
48
Modern Manager Programme
This programme has been designed specifically to equip our first line and middle managers at predominantly Civil Service grade 9-12 or equivalent to deliver an effective service in a
modernised public sector.
As an additional incentive to managers, this 18 month programme is accredited to a recognised professional management qualification.
Further information can be found on the Learning and Development intranet site.
Modern Manager
What is the Modern Manager Programme?
The Modern Manager Programme is a modular programme of leadership and development designed in the main for those managers who are at Civil Service Grades 9 -12, or equivalent
grading in other pay groups.
It may be that there are managers above Grade 12 (or equivalent) who may benefit from this Programme and therefore it is open to those outside the target group where there is good
reason.
The Programme comprises eleven modules each covering a specific aspect of leadership and management.
How long will it take to complete?
It is anticipated that the eleven modules will be completed over an 18 month period.
What does it cover?
The modules cover a full range of topics, each one being made up of different subjects such as Performance Management, Conflict Management, Recruitment and Selection, Project
Management etc.
Module titles are listed below:
• Module One Introduction to the Programme
• Module Two The Manager as a Communicator
• Module Three Good Governance
• Module Four Managing Change
• Module Five Developing Leadership, Developing Self Awareness
• Module Six Managing People
• Module Seven Managing Business Planning and Performance
• Module Eight Achieving Positive & Successful Resolutions
• Module Nine Planning for Results
• Module Ten Managing Finance
• Module Eleven Customer Focus
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How practical will it be?
The content of the programme is very practically based, intended to develop knowledge, understanding, skills and competencies. It also has a mixture of theories and concepts to help
underpin everything discussed.
Is it compulsory that all managers undertake the Modern Manager Programme?
Although attendance is not compulsory, the need for managers to demonstrate the requisite knowledge, skills and competencies is essential. For this reason, the Modern Manager
Programme has been designed to equip managers with the knowledge, skills and competencies to help them to respond successfully to current and future challenges.
Will the Programme result in a management qualification?
The programme is aligned to the following national professional qualifications through the awarding body EdExcel:
• Certificate in Management Studies (Level 3)
• Professional Certificate in Management Studies (Level 5)
This will result not only in enhanced skills and improved management techniques, but also an accredited management qualification which is nationally recognised.
The above qualifications are also recognised by the Chartered Management Institute and give the recipient accelerated access into membership.
Will study leave be granted?
Study leave may be granted at the discretion of your departmental Chief Officer ONLY if you are working towards a qualification on this programme.
If this is the case, study leave may be granted as follows:-
Level 5 (Professional Certificate in Management) – 5 days
Level 3 (Certificate in Management) – 3 days
Is it possible to undertake the Modern Manager Programme but opt not to pursue a management qualification?
Participants have the option of deciding whether they wish to take advantage of gaining a qualification. The decision to opt for a qualification will entail additional time commitment,
the extent of which will be explained during induction. Alternatively, a decision can be taken to opt for the programme with assessment but minus accreditation.
As the qualification involves an additional cost to the organisation, it is anticipated that once participants sign-up to this, they will not withdraw from the qualification element of the
programme
What work is involved beyond attendance at courses?
Each module provides classroom based learning and development activities. However, these sessions are supported by workplace assignments which relate to the day-to-day work of a
manager. There will be a requirement to undertake some research and complete a written work book of evidence for assessment.
There is significantly more work associated with the accredited route than the non-accredited route. However, a greater depth of learning is acquired from the accredited route.
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How much time will it require?
This will depend on experience and individual ability. There is a need to complete each assignment before the start of the next module. However, there will be support provided and
tutorials available to ensure completion of the required work.
If a decision is taken to commit to the qualification, this will involve additional time commitment
Can participants expect to get support from their line manager?
A line manager will be involved from the start and will be expected to attend part of the induction with their participant. This will include attendance at a training session on coaching.
During the induction, it will be explained to line managers what is expected in terms of the support that they give. They will be required to help their participant develop skills in the
workplace through regular de-briefing and support.
Is it possible to get an exemption from attending some or all of the Modules?
A decision on whether an exemption can be granted from attending some or all of the Modules and/or assessment will be based on whether the participant has already attended similar
training and/or assessment. Attainment of management qualifications will also be taken into consideration in deciding whether exemption(s) can be granted. If you have any queries
please contact Judi Ross-Gower on 608684 or by e-mail.
Who is delivering the training?
We have gone through a very rigorous assessment process and selected a number of providers who are working in partnership to ensure we have the very best training available.
What additional support will be provided to assist participants?
There is a very clear support process in place with programme tutors available to give help and guidance for all aspects of the training. In addition, participants will have the support of
their line manager, as well as their colleagues on the Programme. The Modern Manager Programme is about helping managers to develop and improve their effectiveness. It is a
continuous process and the systems are in place to give the necessary support.
‘Standalone Courses’
Throughout the year there will also be some elements of the Modern Manager Programme which are run as ‘standalone’ courses for those who are not involved in the Modern Manager
Programme. If you attend one of these standalone courses you will be given a Certificate of Attendance upon request. This will then give you exemption from having to attend the
particular course when you commence the Modern Manager Programme. You will still need to complete the assessment part of the module however and you must have attended the
‘standalone’ course within 2 years of joining the Modern Manager Programme.
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Management Training
* A component of the Modern Manager Programme (MMP).
An attendance certificate issued for this course will allow participants exemption from attending this component
of the MMP, provided that the programme is commenced within two years of attending this course. Exemption
will not include the assessed element for the MMP.
Coaching and Mentoring *
Course Duration: One Day
Objectives: To provide an overview of the role of a Coach and Mentor.
Outline Programme: To provide an understanding of the terms ”Coaching” and “Mentoring”
To explain and to explore the role of a coach in the context of the Modern Manager Programme and also as part of the States of Jersey
Performance Review and Appraisal process
To explain the ‘Adult Learning Cycle’ and its application in the coaching context
To explain and to explore the term feedback and its use as part of the role of a coach
To consider confidentiality and trust in the relationship between the learner, the coach and the States of Jersey
To consider the opportunity provided by “mistakes” to assist the learner, the coach and the wider organisation
To explain and to explore development planning and target setting
To consider and to identify opportunities for individual development through workplace activities including work shadowing,
secondments and similar activities
To provide an opportunity for participants to practice coaching skills
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: These sessions are ideally suited for Line Managers with responsibility for participants on the Modern Manager Programme.
Will help develop the following competencies: Team builder, Delivery and Implementation
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Getting the Best Out of Your Team
Course Duration: One day Outline Programme:
Objectives: To provide a tool-kit of immediately usable and practical
techniques to help team leaders get the best out of their
team members.
Reflect on your current practice and it’s effectiveness
Developing a positive and effective system of
communication
Planning, organising, measuring and giving feedback on
team performance
Motivating a team
Managing team dynamics and dealing with conflict within
the team
Valuing diversity and encouraging mutual respect and
cooperation within your team
Managing difficult situations
Course Dates: 17 May
Suitable for: Chargehands, Supervisors and Line Managers who have responsibility for managing a team
Will help develop the following competencies: Teambuilder, Leadership, Integrity
Good Governance *
Course Duration: Two Days
Objectives: This 2 day course will provide managers with a broad understanding of the impact of legislation in the workplace as well as the consequences
of ignoring it.
Outline Programme: Impact of Employment Legislation and the consequences of getting it wrong
How best to avoid getting it wrong in the first place
How to carry out a workplace investigation which stands up to scrutiny
Preparation for Employment Tribunal
Embracing equality and diversity and conforming to the requirements of the Discrimination Law
Data Protection awareness
Freedom of Information awareness
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Those responsible for managing people and who need to apply sound judgement and good practice in a variety of workplace situations.
Will help develop the following competencies: Political Shrewdness and Developing Strategies and Solutions
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Managing Business Planning and Performance *
Course Duration: One Day
Objectives: To equip participants with the knowledge and understanding that allows them to play an active role in Business Planning and Performance
Management.
Outline Programme: To understand how high performing organisations operate and conduct a simple self appraisal for their department.
To understand the overall planning process, their role in it and how this links to the change agenda
To appreciate how departmental objectives are developed and the constituent parts of a robust business plan
To understand how to use a balanced scorecard
To practice defining performance indicators based on an analysis of key work processes
To explore how to execute and review a business plan effectively
To understand the part individual performance review and appraisal plays in performance management
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: All Managers engaged in performance management and planning
Will help develop the following competencies: Delivery and Implementation, Political Shrewdness, Developing Strategies and Solutions
Managing Change *
Course Duration: One Day
Objectives: To equip delegates with a range of skills, abilities and underpinning knowledge to manage, promote and deliver change effectively within their
role.
Outline Programme: On completion participants should be able to:
Identify the difference between content and process issues when managing and promoting change
Recognise the implications to the organisation if people are dissatisfied as a result of the change process i.e. emotional, financial etc
Explain the benefits of dealing with and effectively managing issues that occur during the change process
Effectively analyse their personal and organisational approach in dealing with these issues
Identify measures that they and their department can take to improve the approach
Identify their own personal development needs to enhance their ability to work effectively with change
Outline the reasons for a progressive step-by-step approach to promoting and managing change
Analyse the expected improvement in team/department performance as a result of managing change effectively
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Managers who are required to initiate and manage change
Will help develop the following competencies: Change Agent
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Managing Customer Service *
Course Duration: Two Days
Objectives: This course is designed to equip managers and supervisors with the skills necessary to create, manage and maintain a productive, customer-
focused climate. It also looks at ways to monitor and evaluate the service offered in order to make improvements.
Outline Programme: On completion participants should be able to:
Understand the need to enhance customer value
Analyse their role and it’s contribution to the organisation’s customer service reputation
Identify and respond to customers’ needs
Recognise the need to develop customer focus in a team
Lead, manage and motivate the team to achieve higher standards of customer service
Identify approaches to the monitoring and evaluation of customer service delivery
Understand and use customer surveys
Identify a range of skills to deal with customer aggression
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Managers and Supervisors at Civil Service Grade 9 and above or equivalent in other pay groups
Will help develop the following competencies: Customer Focus
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Managing Finance *
Course Duration: Two Days
Objectives: A two-day programme that has been designed and developed to provide First Line and Middle Managers with the skills to enable them to
understand basic financial concepts and terminology. It dispels the myths around the complexities of managing finance, enabling participants
to manage their budgets in an effective and efficient manner. It examines obtaining value for money through appropriate cost benefit
analysis.
Outline Programme: On completion participants should be able to:
Evaluate their own responsibility within the States of Jersey’s Financial Planning Cycle
Understand basic financial/accounting concepts and terminologies
Set, monitor and explore a budget
Apply financial controls within a budget
Ensure best value is achieved
Familiarise themselves with the States of Jersey’s electronic financial system
Analyse how to work in partnership with internal financial advisors
Identify routes to network and obtain ongoing support
Understand their responsibilities in terms of Procurement
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Managers and Supervisors at Civil Service Grade 9 and above or equivalent in other pay groups
Will help develop the following competencies: Delivery and Implementation
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Managing Problems in the Workplace *
Course Duration: Three days
Objectives: This three day programme will focus on developing the confidence and management skills necessary to address a range of workplace issues
including capability, poor performance and bullying and harassment. The third day of this course will provide delegates with the opportunity
of working through a practical case study /role play, following which opportunity will be provided to evaluate the process and outcome.
Outline Programme: To understand the range of problems that can arise in the workplace
Identify how personal conflicts arise
Recognise the impact of values, beliefs and attitudes on interactions and as sources of problems in the workplace
Develop appropriate communication skills to manage others effectively
Recognise the difference between assertive, submissive, manipulative and aggressive behaviour
Delegates will be encouraged to evaluate their own level of assertiveness
Identify the signs, emotions and driving forces of conflict
Develop assertive responses and strategies to manage conflict situations productively
Use a range of interview and negotiation skills
Apply mediation skills to resolve a workplace problem and prevent formal action being taken
Understand the manager’s role should a formal investigation be required
Course Dates: 22-24 February , 22-24 June , 23-25 November
Suitable for:
Will help develop the following competencies: Team Builder, Leadership, Delivery and Implementation
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Managing the Principles of Scrutiny and Appearing before Scrutiny Panels
Course Duration: One Day
Objectives: On completion, senior officers will:
be able to describe the principles behind the scrutiny system
be aware of the key points to bear in mind when giving evidence
have practised appearing before a scrutiny panel
Outline Programme: The principles of scrutiny:
The role of scrutiny in democratic government
Review of comparative systems in scrutiny, in particular the Westminster system of Departmental Select Committees
The Jersey system
Financial accountability:
The role of the National Audit Office and the Public Accounts Committee in the Westminster system
Financial scrutiny in the Jersey system
The witness’s point of view:
Appearing before a scrutiny panel and supporting politicians called to appear (including video extracts)
Case study and role play exercise
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for: Senior Managers who will be required to give evidence and appear before scrutiny panels/public accounts committee in the future.
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Project Management *
Course Duration: Two days
Objectives: A Two day programme that gives delegates a broad understanding and appreciation of the key principles involved in project management, as
well as some of the more common and practical aspects in managing projects; It incorporates a range of methodologies including case
exercises.
Outline Programme: Describe the purpose and objectives of Project Management
Describe the Project Management Life Cycle and explain the benefits of adopting the model and managing each stage in the life cycle
Describe and explain the role of the Project Manager
Describe common problems encountered during the Project Life Cycle
Describe and explain how effective Project Management through the application of effective research techniques, use of data and other
planning tools can minimise the impact of common problems encountered during the Project Life Cycle
Broadly describe the principles of developing Terms of Reference, Work Breakdown Structures (WBS), Critical Path Analysis, Gantt Charts,
Programme Evaluation Review Techniques (PERT) and contingency planning
Broadly describe tools and techniques that can assist with such issues with such issues as the feasibility of a project, the scope,
stakeholder analysis, SMART objectives, risk assessment and evaluation
Identify and explain the different interpersonal skills that support and promote the effective management of the team, client/sponsor
and stakeholders
Describe and explain the importance of presentation of information, presentation skills and effective communication
Broadly describe the basic capabilities of the software solution Microsoft Project
Demonstrate a commitment to develop personal ability to effectively manage a Project through a Personal Action Plan
Have an overview of States of Jersey Project Management and PMO
Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team
Suitable for:
Will help develop the following competencies: Delivery and Implementation
Team Building Events
Facilitated team building events can be organised and tailored on request for specific teams. However, costs will need to be met by the Department.
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Management Skills for Supervisors
Supervisor/Chargehand Development
Course Duration: Three two-day modules over approx ten weeks Outline Programme:
Objectives: This short management programme consists of three
two-day modules, spread over a period of ten weeks
and has been designed to improve management
skills. It is a foundation course to the Modern
Manager Programme.
Topics covered will include: Communication, Time
Management, Customer Service, Recruitment and
Selection, Managing Performance and Problems in
the Workplace, Change Management and
Employment Law Awareness.
Provide participants with practical knowledge and skills
to perform their role more effectively and efficiently
Develop the participant’s confidence in their role and
encourage personal development
Provide a practical and pragmatic opportunity for
learning and development
Prepare participants with the underpinning knowledge,
skills and confidence should they eventually wish to
apply for a place on an accredited management
programme
Encourage participants to review workplace
performance and make necessary improvements where
appropriate
Help participants understand the important role they
play in helping the States of Jersey to achieve its goals
Course Dates: 25-26 February - Module 1 , 25-26 March – Module 2 , 22-23 April – Module 3
7-8 October – Module 1 , 11-12 November – Module 2 , 9-10 December – Module 3
Suitable for: Ideally suitable for Supervisors and Chargehands who manage ‘blue collar’ workers.
Will help develop the following competencies: Team Builder, Leadership, Delivery and Implementation
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The Effective Supervisor
Course Duration: Two Days Outline Programme:
Objectives: To provide comprehensive coverage of the skills,
abilities and underpinning knowledge required by
supervisors in leading and managing their teams
The role and responsibilities of a supervisor
Demonstrate how effective team management
increases performance
The impact of management styles and team dynamics
on the performance of the team
The importance of planning, organising and delegating
The importance of briefing and communication
Recognising the key processes in performance
management
Problem solving and conflict resolution
Key issues in the change management process
Course Dates: 9-10 February , 5-6 October
Suitable for: A two day course for supervisors of office based teams.
Will help develop the following competencies: Team Builder, Leadership, Delivery and Implementation
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Health and Safety
Course Page Page
Display Screen Assessor’s Course………………………………………. Fire Safety Awareness……………………………………..…………
First Aid at Work……………………………..………………………………… Managing Safely………………………………………………………..
First Aid Requalification………………….…………………………………. Moving and Handling Principles…………………………………
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Display Screen Assessor’s Course
A certificate will be awarded to participants who meet the attainment level set by IOSH. This will involve a short examination and course work.
Course Duration: Two Days Outline Programme:
Objectives: By the end of the course delegates will have a
thorough understanding of what the risks are to
users of display screen equipment.
Legal requirements:
The user and the risks - delegates will review their part in
the assessment of display screen equipment
Principles of assessment - delegates will consider what
information the assessment should provide and how it
will be gathered
Practical assessments - delegates working in groups
carrying out typical assessments
Reporting - how the information will be evaluated and the
findings reported
Course Dates: Please contact the Learning and Development team
Suitable for: Managers, supervisors and others with responsibility for employees who use display screen equipment to carry out their work
First Aid at Work For designated First Aiders who will be in receipt of the first aid training allowance on completion of the course.
Course Duration: Three days Outline Programme:
Objectives: To introduce delegates to a variety of first aid techniques
which will enable them to deal with a broad range of
workplace incidents. This course will enable them to reach
the standards needed to achieve the Health and Safety
recognised First Aider at Work Certificate.
Principles of first aid.
Respiration, asphyxia and resuscitation
Circulatory system
Bleeding
Shock and unconsciousness
Fractures, burns and scalds
Course Dates: 12-14 Jan, 27-29 Jan, 8-10 Feb, 24-26 Feb, 8-10 Mar, 24-26 Mar, 7-9 Apr, 20-22 Apr, 5-7 May, 17-19 May, 2-4 Jun, 16-18 Jun, 5-7 Jul, 20-22 Jul,
18-20 Aug, 1-3 Sept, 14-16 Sept, 6-8 Oct, 19-21 Oct, 3-5 Nov, 22-24 Nov, 7-9 Dec
Suitable for: Designated First Aiders. Funding will be provided ONLY for those employees who take the lead role as the departmental designated First Aider and
in receipt of the first aid training allowance on completion of the training. Others who wish to undertake this training may do so provided their
department considers it necessary and is willing to meet the costs.
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First Aid Requalification For designated First Aiders who are in receipt of the first aid training allowance
Course Duration: Two Days
Course Dates: 7-8 Jan, 20-21 Jan, 2-3 Feb, 17-18 Feb, 3-4 Mar, 18-19 Mar, 30-31 Mar, 15-16 Apr, 28-29 Apr, 11-12 May, 27-28 May, 10-11 Jun, 29-30 Jun,
13-14 Jul, 28-29 Jul, 25-26 Aug, 7-8 Sept, 23-24 Sept, 12-13 Oct, 25-26 Oct, 9-10 Nov, 18-19 Nov, 29-30 Nov, 14-15 Dec
Suitable for: Designated First Aiders who need to review and update their First Aid at Work Certificate. (Certificates are valid for three years and this course
must be taken before the expiry date of the current certificate).
Funding will be provided ONLY for designated First Aiders who are in receipt of the first aid training allowance. Funding will NOT be provided
for designated first aiders whose First Aid at Work Certificate has lapsed.
Fire Safety Awareness
This 3 hour workshop is held in conjunction with the Jersey Safety Council and the States of Jersey Fire Service. Course Duration: Half day Outline Programme:
Objectives: At the end of the course delegates will have an awareness
of the legal implications under the Health and Safety at
Work (Jersey) Law, 1989 and have received instruction in
fire prevention measures as well as in the procedures to be
adopted in the event of a fire breaking out.
Health and Safety Law
Risks
How fires occur
What to do
Raising alarms
Types of extinguishers
Practical use of fire extinguishers
Course Dates: Please contact the Learning and Development team
Suitable for: Health and Safety representatives/managers/supervisors with responsibility for employees and who will act as fire marshals in the event of a fire
alarm.
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Managing Safely – IOSH Accredited Course
Course Duration: Four days Outline Programme:
Objectives: To ensure the safety requirements are appreciated by line
managers and to enable them to review their own
departmental systems for safety, introducing new controls
or implement changes as appropriate to ensure their
department conforms to safety regulations.
Safety management
Reactive monitoring
Risk assessment and risk control
Active monitoring
Review and audit
Health and safety legislation
Hazards – general and States of Jersey specific
Course Dates: Please contact the Learning and Development team
Suitable for: This four day programme is designed for line managers who are required to manage safely and effectively in compliance with both the
organisation’s policy and best practice in health and safety.
Moving and Handling Principles
Course Duration: 4 hours (9.00-1.00) Outline Programme:
Objectives: Delegates will learn how to move objects safely, so
that manual handling risks are reduced.
Relevant health and safety information
Spinal anatomy, relevant structure and function
Causes of back pain
Risk assessment
Base positions and movements leading to more complex
moves including moving and lifting objects and people.
Course Dates: 19 Jan, 15 Feb, 16 Mar, 23 Apr, 13 May, 14 Jun, 12 Jul, 13 Sept, 27 Oct, 16 Nov, 6 Dec
Suitable for: All those who are required as part of their job to be aware of, understand and apply good manual handling techniques.
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Accredited External and In-House Qualifications
Details about how you can achieve these qualifications can be found in this directory in the relevant section.
Course Awarding Body
European Computer Driving Licence British Computer Society
(BCS)
States of Jersey Modern Manager Programme Edexcel
First Aid at Work- Certificate and Re-qualification St. John Ambulance
Managing Safely
The Institute of Occupational Health and Safety
(IOSH)
Manual Handling Assessor/Instructor Certificate The Jersey Council for Safety and Health at Work
Display Screen Equipment Assessor’s Certificate
The Institute of Occupational Health & Safety
(IOSH)
Recruitment and Selection “Certificate to Practise” States of Jersey
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Booking Arrangements APPLICATIONS FOR COURSES Nominations to attend any of the training courses in this brochure should be submitted on the Learning and Development nomination form. Please see page 73. In addition an IT questionnaire is required in order to place you on the
appropriate information technology training course. Please see page 30. For the Planning Ahead for Retirement nomination form , please see page .
Completed forms must be signed by the applicant’s line manager who should then forward the nomination form to the Learning and Development Team.
Please Note that the training offered in this directory can only be offerd to those staff who have a pemanent positon in the States of Jersey.
ELECTRONIC NOMINATION The nomination form can also be completed and submitted electronically. Please see the guideline son page 75.
CLOSING DATE FOR RECEIPT OF NOMINATIONS All forms should be returned by the advertised closing date (8 weeks prior to the course).
Forms will be held for processing until that date. Places are awarded fairly and not on a first come first served basis. Training needs, in the main, should be identified as a result of performance management. It is important to provide
specific details of your reasons for requesting the training in order that the learning and development team can take them into consideration when shortlisting.
Confirmation of your place will be forwarded within three working days of the closing date and will also be sent to your Training Liaison Officer.
JOINING INSTRUCTIONS Joining Instructions and any pre-course material will be sent directly to delegates, whenever possible, at least three weeks before the start of the course.
WITHDRAWALS AND TRANSFERS If it becomes necessary to withdraw from a course or transfer to a later date, your line manager should contact the course administrator. When withdrawing or cancelling a booking, please bear in mind there may be a charge.
The cancellation policy is as follows:
Notice of Cancellation % of course cost charged (prior to course dates) 28 days or more No charge
21 to 27 days 10%
7 to 20 days 50%
Less than 7 days 100%
Weekends are included in the calculations shown in the table above. These charges will apply, whatever the reason for withdrawing or transferring. In the event of illness every attempt will be made to keep any charges to a
minimum.
Where an appropriate substitute is available, there will be no charge.
Delegates should be advised that where they fail to turn up on time for the beginning of the course, or are absent for part of the time, their manager will be notified.
EQUAL OPPORTUNITIES Those employees who are employed on a part-time basis or who work shift duties should not be disadvantaged in terms of training opportunities by their shift patterns or part time hours. Any problems arising as a result of this
should be raised with the learning and development team who will endeavour to find a solution to the problem.
Courses included in this directory are for the benefit of all permanent employees, provided that it can be shown that by attending, there is value added not only to the individual but to the organisation. If employees feel that they
are being denied training opportunities then they should raise the matter in the first instance with their line manager, before contacting their Human Resources Manager or Training Liaison Officer. Delegates should indicate on the
nomination form if they have any special requirements or they may prefer to contact the course administrator to discuss specific needs or queries.
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Guidance to Nomination Form Completion In support of a better and simpler approach, we have designed a new nomination form, which we hope will be easier to complete. Please let us know if
we can make any improvement. Your views are important to us.
An alternative date must be
after the course date
and not before.
Payroll number can be found
on your payslip and is essential for processing.
It is essential that your work
address is correct or the
course information we
send won’t reach you.
To determine what employee category you come under please see list below: Civil Servant including: Air Traffic Control, Professions allied to Medicine Education including: Highlands College lecturers (NATFHE), Association of College Managers (ACM), Heads and Deputies, Teachers, Education Technical Support Staff (ETS), Youth Workers Health and Social Services including: Hospital Consultants, Junior Doctors, Nurses and Midwives, Family Support Workers, Le Geyt Centre Manual Workers including: Airport Electricians, Uniformed Services: Police, Fire and Rescue, Ambulance, Prison Others including: Residential Child Care
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ELECTRONIC NOMINATION FORM PROCEDURE
This process will involve the applicant using a computer to complete the electronic form. Once the details have been entered, the form should be e mailed to the Line Manager who should then complete the relevant section and
forward it by e mail to the Learning and Development Team and copy to the relevant Training Liaison Officer (TLO). After shortlisting, the team will e mail the delegate and Training Liaison Officer advising whether or not a place has
been allocated on the course.
There have been some drop-down lists added to try to make completing the form easier. These can be found under the following headings:-
• Title
• Department
Emailing the form
Applicants
After completing the form the applicant should save it under their full name and forward it to the Line Manager. This is done by attaching the form to an email using in excel; inserting the line managers email address in the
‘To’ field in the new email message.
The subject field should contain the name and date of the course applied for.
Line Managers Following receipt of the form via email the relevant section of the form should be completed and the form should be saved under the name of the member of staff (it should already be saved like that). They should then forward the
form to the Learning and Development team, [email protected] and the relevant TLO. This is done by attaching the form to an email using the button in excel. This can be found either on the toolbar at the top of the screen
or under File, Send To; this will create a new email with the updated saved form attached. The title and date of the course should be in the subject field.
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Professional and Vocational Qualifications Professional and Vocational Qualifications Sponsorship Scheme
Please read this section carefully as it contains important information about sponsorship.
Generic Qualifications
The States Financial Support for Professional Qualifications Policy supports funding for States’ employees who wish to pursue a “generic” qualification. Generic qualifications are those which are relevant to a broad range of jobs in
most departments E.g. qualifications related to human resources, accountancy and administration and some IT qualifications.
80% of Qualification
Sponsorship will be offered up to a maximum of 80% of the total cost of undertaking a qualification, provided there is a strong business case to support the request and there is a clear pay back to the organisation. The applicant’s
Line Manager and Chief Officer must support the application for funding and an independent panel will make the final decision. There is considerable pressure on the budget for sponsorship and therefore only the strongest cases
can be supported. If sponsorship is agreed, the maximum amount payable is 80% and the individual employee will be responsible for payment of the remaining 20%.
Sponsorship Policy
Details of the sponsorship policy can be found on the States Intranet at Café Cyril.
Panel Meetings
When making application for sponsorship please ensure that plenty of notice is given to the Learning and Development Team. Please be advised that the applicant’s line manager may also be required to attend the panel.
Please contact the Learning and Development Team regarding PANEL DATES FOR 2010
Applications for retrospective sponsorship (where a course of study has already been started) will not usually be considered unless there are special circumstances in place.
Important
All Managers and HR Personnel should discuss funding implications in respect of generic training support with the Senior HR Manager responsible for Learning and Development prior to any appointments being made.
No commitment should be given in respect of sponsorship funding at interview or prior to appointment without prior consultation.
Applying for Sponsorship
Applications for sponsorship should be submitted on the Sponsorship Application Form. A copy is enclosed in this directory. Alternatively your Training Liaison Officer will hold copies of the form or it may be downloaded from the
Learning and Development site on the States Intranet at Café Cyril. A detailed business case and a copy of an up-to-date job description are ESSENTIAL and MUST be ATTACHED to the application form.
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Developing Competencies and Skills
Which course will help? Competency / Skill Course
Page
WRITTEN
COMMUNICATION
Improve Your Written Skills
Suitable for employees at any level who need to write reports, letters, memos, etc. as part of their everyday work. This is a practical
course and is particularly suitable for those in non-managerial positions.
Minutes and Agendas
This course will help delegates understand the importance of thorough preparation, structuring agendas and taking accurate notes. It
will also cover the importance of writing precise and concise minutes which accurately reflect the decisions made at the meeting.
Presentation Skills
For managers and others who are required to give presentations. It shows delegates how to prepare a logical presentation, maintain
interest and understanding when speaking. It will also boost confidence when presenting.
A component of the Modern Manager Programme
Report Writing
This course covers all kinds of written reports. It is essential for those who are required to write reports for senior managers, working
parties or groups.
PERSUASIVE
COMMUNICATION
Developing Influencing and Negotiating Skills
Will explore techniques to apply in persuading and influencing others. It will also cover negotiation skills. There will be practical role
play. Suitable for anyone who has a need to use persuasion and influence as part of their job.
Presentation Skills
For managers and others who are required to give presentations. It shows delegates how to prepare a logical presentation, maintain
interest and understanding when speaking. It will also boost confidence when presenting.
A component of the Modern Manager Programme
Training for Occasional Trainers
Designed for those who have to take on the role of occasional trainer and will enable participants to quickly gain confidence in making
presentations and running training sessions.
Professional Skills for the Experienced Secretary
Will refresh and further develop the skills and effectiveness of experienced secretaries and administrators by building on their previous
experience to date.
SELF ASSURANCE
Developing Your Personal Impact and Building Productive Relationships
Will provide participants with an understanding of their personal skills and strengths, areas for personal development and ways to
increase their personal effectiveness. Suitable for those in non-management posts who wish to increase their confidence and explore
personal potential.
Presentation Skills
For managers and others who are required to give presentations. It shows delegates how to prepare a logical presentation,
maintain interest and understanding when speaking. It will also boost confidence when presenting.
A component of the Modern Manager Programme
Why Do I say Yes When I Mean No
Provides key tips for achieving assertive behaviour and is geared to enabling participants to communicate with greater impact.
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CUSTOMER FOCUS
Managing Customer Service
Will provide participants with the knowledge, understanding and skills of how to manage customer focus effectively in pursuit of
excellence.
A component of the Modern Manager Programme
Responding to Unacceptable Customer Behaviour
Will provide delegates with the knowledge and practical skills to enable them to deal with situations of unacceptable customer
behaviour in a fair and professional manner
First Impressions Customer Service
The aim of the Customer Service First Impressions course is to provide people in front-line customer service roles with the foundation
knowledge, understanding and skills to become Customer Service Professionals.
CHANGE AGENT
Managing Change
Will equip delegates with a range of technical skills, abilities and underpinning knowledge to manage, promote and deliver change
effectively within their role.
A component of the Modern Manager Programme
POLITICAL
SHREWDNESS
Good Governance
To provide managers with a broad understanding of the impact of legislation in the workplace as well as the consequences of ignoring it.
A component of the Modern Manager Programme
Managing the Principles of Scrutiny and Appearing before Scrutiny Panels
Will enable managers to describe the principles behind the scrutiny system, become aware of the key points to bear in mind when giving
evidence and have an opportunity for practical role play.
Managing Business Planning and Performance
Suitable for anyone who is required to manage or contribute to their departmental business planning process.
A component of the Modern Manager Programme
INTEGRITY
Dealing with Harassment and Bullying
Covers the importance of developing positive relationships with colleagues and customers and the affect that our attitudes and
behaviours can have on the quality of service we provide both internally and externally.
Getting the Best Out of Your Team
Will provide tips to participants on motivating and supporting a team. Will cover dealing effectively with problems arising in the team,
coaching and development, celebrating success.
TEAM BUILDER
The Effective Supervisor
Provides comprehensive coverage of the skills, abilities and underpinning knowledge required by the modern supervisor/manager to
match limited resources to ever-growing demands. Focuses on the individual’s contributions to the organisation through increased
management performance.
Supervisor/Chargehand training
This course covers the essentials for supervisors and chargehands who have responsibility for manual workers. It will be delivered in a
practical manner, providing simple and straightforward solutions to managing people in light of the Employment Law.
Getting the Best Out of Your Team
Will provide tips to participants on motivating and supporting a team. Will cover dealing effectively with problems arising in the
team, coaching and development, celebrating success.
Managing Problems in the Workplace
Suitable for supervisors/managers who may come across a range of problems within the team. Will include: identification of the
problem, problem solving approaches, dealing with conflict, dealing with bullying and harassment.
A component of the Modern Manager Programme
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Managing Performance Review and Appraisal
Will help participants to develop an understanding of performance management and increase knowledge of the essential elements of
performance review and appraisal. Suitable for anyone who has to carry out a performance review and appraisal.
A component of the Modern Manager Programme
Coaching and Mentoring
These sessions are specifically for Line Managers with responsibility for participants on the Modern Manager Programme and provide an
overview of the role of a Coach and Mentor.
Team Building Events
Facilitated team building events can be organised and tailored on request for specific teams. However, costs will need to be met by the
Department.
TEAM WORKER Maintaining Wellbeing in a Stressful Environment
Will help participants to learn how to deal with stress and conflicting needs effectively and to improve and maximise their performance
in the workplace
DELIVERY AND
IMPLEMENTATION
Developing an Eye for Accuracy
Delegates will be shown how to improve their accuracy skills – the training has been shown to cut errors by 45% and increase processing
speed by 7%.
Procurement
To introduce delegates to the procedures for purchasing within the States.
Developing the Administrative Assistant’s Role
Suitable for recently appointed secretaries/administrative assistants or those with no previous training. This course will encourage
members to use systematic and organised methods and to develop a proactive approach with their managers and within their teams.
Professional Skills for the Experienced Secretary
Will refresh and further develop the skills and effectiveness of experienced secretaries and administrators by building on their previous
experience to date.
The Effective Supervisor
Provides comprehensive coverage of the skills, abilities and underpinning knowledge required by the modern supervisor/manager to
match limited resources to ever-growing demands. Focuses on the individual’s contributions to the organisation through increased
management performance.
Supervisor/Chargehand training
This course covers the essentials for supervisors and chargehands who have responsibility for manual workers. It will be delivered in a
practical manner, providing simple and straightforward solutions to managing people in light of the Employment Law.
Coaching and Mentoring
These sessions are specifically for Line Managers with responsibility for participants on the Modern Manager Programme and provide an
overview of the role of a Coach and Mentor
Managing Business Planning and Performance
Suitable for anyone who is required to manage or contribute to their departmental business planning process.
A component of the Modern Manager Programme
Managing Finance
Will increase the awareness of the importance of strong budget management. Will include setting budgets and budget management,
planning, performance measures, links to business planning, value for money and rules, regulations and best practice.
A component of the Modern Manager Programme
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HR Information System for Managers and Administrators
For Managers or Administrators that need to enquire on employees, appointments and in some circumstances disciplinary details and
input to any of the following areas, Absence, Appraisals, Training, Qualifications, Contact Details and Accidents.
Time Management
A participatory course, including group work, which builds on delegates’ personal experiences and current roles, supported by formal
tutor inputs. The course explores links between time management and stress management and their effects on organisational
efficiency. This course allows the opportunity for personal action planning
A component of the Modern Manager Programme
Managing Performance Review and Appraisal
Will help participants to develop an understanding of performance management and increase knowledge of the essential elements of
performance review and appraisal. Suitable for anyone who has to carry out a performance review and appraisal.
A component of the Modern Manager Programme
Managing Problems in the Workplace
Suitable for supervisors/managers who may come across a range of problems within the team. Will include: identification of the
problem, problem solving approaches, dealing with conflict, dealing with bullying and harassment.
A component of the Modern Manager Programme
Project Management
Provides participants with an introduction to project based working and a chance to consider the application of project management
techniques to their own work.
A component of the Modern Manager Programme
DEVELOPING
STRATEGIES AND
SOLUTIONS
Good Governance
To provide managers with a broad understanding of the impact of legislation in the workplace as well as the consequences of ignoring it.
A component of the Modern Manager Programme
Managing Business Planning and Performance
Suitable for anyone who is required to manage or contribute to their departmental business planning process.
A component of the Modern Manager Programme
LEADERSHIP
Getting the Best Out of Your Team
Will provide tips to participants on motivating and supporting a team. Will cover dealing effectively with problems arising in the team,
coaching and development, celebrating success.
The Effective Supervisor
Provides comprehensive coverage of the skills, abilities and underpinning knowledge required by the modern supervisor/manager to
match limited resources to ever-growing demands. Focuses on the individual’s contributions to the organisation through increased
management performance.
Supervisor/Chargehand Development
This course covers the essentials for supervisors and chargehands who have responsibility for manual workers. It will be delivered in a
practical manner, providing simple and straightforward solutions to managing people.
Managing Performance Review and Appraisal
Will help participants to develop an understanding of performance management and increase knowledge of the essential elements of
performance review and appraisal. Suitable for anyone who has to carry out a performance review and appraisal.
A component of the Modern Manager Programme
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Managing Problems in the Workplace
Suitable for supervisors/managers who may come across a range of problems within the team. Will include: identification of the
problem, problem solving approaches, dealing with conflict, dealing with bullying and harassment.
A component of the Modern Manager Programme
COMPETENCIES
Up to and including
Stage 4 MODERN
MANAGER
PROGRAMME
I.T. SKILLS
Subject to demand
ECDL Qualification
This consists of 7 modules covering the core areas of I.T. To achieve the qualification, it is necessary to pass one theoretical test and six
practical tests in a variety of computer applications This qualification can also be achieved through self-study using a CD-ROM
Intro To Windows Linked to ECDL Module 2
Familiarises delegates with Windows and enables them to use search features, simple editing tools and print management facilities.
Word – Part One Linked to ECDL Module 3
Enables delegates to be more competent in the use of some of the more basic features of Word
Word – Part Two Linked to ECDL Module 3
Covers more advanced features of Word. This half day course will cover some of the topics included in the advanced ECDL syllabus
Word – Part Three Linked to ECDL Module 3
Will cover advanced features such as macros and paragraph editing.
Excel – Part One Linked to ECDL Module 4
Will cover standard mathematical and logical operations using basic formulas and functions as well as advanced features
Excel – Part Two Linked to ECDL Module 4
Will cover more advanced features of Excel such as using macros
PowerPoint Linked to ECDL Module 6
Enables delegates to be able to carry out tasks such as creating, formatting and preparing presentations
Outlook And Internet Linked to ECDL Module 7
Assists delegates in navigating individual sites, using web addresses, using search engines and downloading files
Advanced Outlook And Internet Linked to ECDL Module 7
Covers more advanced aspects of Outlook
Desktop Publisher
Aims to introduce delegates to the basic skills of desk top publishing and working with Publisher 2000
Basics Of Project 2002
Covers basic knowledge of Project 2002 and enables delegates to manage projects
Making the Best Use of IT
To refresh your knowledge of a range of IT software packages and best use of them in order to save time and become more
productive
Ministerial Decisions Workflow - Provided by Information Services
An automated process for creating modifying and approving Ministerial Decisions for the States of Jersey. The session is designed to
provide an understanding of the roles of Departments and States Greffe throughout the process.
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Project Management – Programme Management Office (PMO) - Provided by Information Services
An automated process for creating, updating and reporting on projects with an IT element, in accordance with corporate structure
and governance.
JD Edwards Financial and Resource Control system – Provided by Shared Services
A variety of courses will be provided to support users in the use of JD Edwards
� Introduction to JD Edwards Enterprise One
� Procurement for new users
� Really Real Time Introduction for new users
� Really Real Time Intermediate
� Really Real Time Asset Management
HR Information System for Managers and Administrators - Provided by Shared Services
For Managers or Administrators that need to enquire on employees, appointments and in some circumstances disciplinary details and
input to any of the following areas, Absence, Appraisals, Training, Qualifications, Contact Details and Accidents.
SPECIALIST SKILLS Developing an Eye for Accuracy
Delegates will be shown how to improve their accuracy skills – the training has been shown to cut errors by 45% and increase processing
speed by 7%.
Enforcement Officer Training
To provide delegates with the necessary skills and abilities to conduct enforcement duties effectively, fairly, professionally and in
accordance with the law.
Investigative Interviewing
To provide delegates with the skills and techniques to be able to carry out effective interviews of an investigative nature.
Introduction To Witness Skills
Will give delegates the understanding of what is required in the preparation and presentation of evidence. Suitable for those who are
involved in the investigation of cases where it is possible that they will be required to give evidence in court
Managing The Principles Of Scrutiny And Appearing Before Scrutiny Panel
On completion of this course, participants will be able to describe the principles behind the new scrutiny system, be aware of the key
points to bear in mind when giving evidence and will have practised appearing before a scrutiny panel
Procurement
To introduce delegates to the procedures for purchasing within the States.
Recruitment And Selection
Will demonstrate to delegates the importance of a systematic and objective approach to interviewing
AWARENESS OF
LEGISLATION/POLICIES
Familiarisation With Employment Law
Will give an overview of the Law and will include a summary of protections under the Law, unfair dismissal and constructive dismissal,
potential risks for the States, recruitment process, probation, managing employee grievances and disciplinary issues and processes
Understanding the Employment Tribunal Process
To provide Managers with an understanding of the tribunal system and the process involved in preparing for a Tribunal Hearing
Dealing with Harassment And Bullying
Examines the managerial, health and safety and practical issues arising from this behaviour in the workplace. The course will also help
managers to become familiar with the policy
Awareness Of Public Employees Contributory Retirement Scheme
Provides insight into how occupational pensions are calculated and the benefits members are entitled to receive.
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HEALTH AND SAFETY Display Screen Equipment
Will provide participants with an understanding of what the risks are to users of display screen equipment
Fire Safety Awareness
Delegates will develop an awareness of the legal implications under the Health and Safety at Work (Jersey) Law, 1989, and will have
received instruction in fire prevention measures as well as in the procedures to be adopted in the event of a fire breaking out
Manual Handling
Instructor/Assessor Certificate
Provides an appreciation of the employer’s legal responsibilities in this area under the Health and Safety at Work (Jersey) Law, 1989. By
the end of the course, participants will be able to prepare and present a short course on manual handling
Managing Safely - This programme is accredited to IOSH
This will ensure safety requirements are appreciated by participants and enable them to review their own departmental systems for
safety and make any necessary changes
Moving and Handling Principles
Participants will learn how to move objects safely, so that manual handling risks are reduced. Suitable for those who are required to be
aware of, understand and apply good manual handling techniques
Office Safety
Provides an office-based perspective to health and safety for those responsible for its control
FIRST AID First Aid At Work
Introduces participants to a variety of first aid techniques which will enable them to deal with a broad range of workplace incidents.
First Aid At Work Re-Qualification
For designated First Aiders who need to review and update their First Aid at Work Certificate
First Aid Skills Update Session Designed specifically for those who are designated First Aiders, to refresh their skills during the three-
year period in which their Certificate is valid
PERSONAL
DEVELOPMENT
Developing Personal Effectiveness
Will provide participants with an understanding of their personal skills and strengths, identified areas for personal development and
explore ways of increasing their personal effectiveness.
Improving Personal Effectiveness for Women
Designed to increase confidence and overcome the barriers which might inhibit success by developing a wider understanding of gender
issues that may affect women in the workplace. Participants will examine and develop ways to deal with difficult and challenging issues
which may be counterproductive to achieving professional and personal growth.
Designed for those in Civil Service up to Grade 11 or equivalent in other pay groups
Dealing With Stress in the Workplace
Will help participants to learn how to deal with stress and conflicting needs effectively and to improve and maximise their performance
in the workplace
French Language Tuition
To give States employees a greater level of proficiency in the French language. Suitable for States employees who need to be
able to use French in their everyday business life.
CORPORATE
INDUCTION
For all new employees
RETIREMENT
Planning Ahead for Retirement
For employees who will be facing retirement within the next TWO YEARS and who feel that they would benefit from
planning ahead for this event.
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Developing Competencies without a Course
Not all competency development will require a course. There are many alternatives and a number of options which can be carried out during working
hours. For further information please see the Performance, Review and Appraisal website: Developing your Competencies
CD-Rom Mavis Beacon Teaches Typing
We have a Mavis Beacon CD-Rom available for anyone who would like to improve their typing skills and learn how to touch type. Please contact the
Learning and Development Team on 608683. This will need to be collected and signed for.
‘Discover the fun and challenging way to improve efficiency and enhance productivity with excellent keyboarding skills. Mavis Beacon is the
ideal tutorial programme for any keyboard user. Featuring customised lessons, motivating speed tests and progress reports, dictation
practice and more, this versatile programme is equally effective for the young student typist, the busy executive, or the professional
administrative assistant seeking to improve their skills.’
DVDs Fish
Available for loan to managers/supervisors who would like to learn how to motivate and energise a team.
‘Fish’ is about a new attitude; about having fun at work. It’s about the team at the Pike Place Fish Market who enjoy their jobs so much that office
workers come and watch them at work during their lunch break.
‘Fish’ changes people’s perception about the jobs they do. Even the most mundane jobs can be transformed if people choose to put energy and passion
into them. In fact, in fifteen minutes, the video can change people’s view of work life altogether. It’s the perfect resource for improving teamwork,
customer care, motivation and almost any other life skill.
CD-ROM, DVDS AND TOOLKITS FOR LOAN
86
Coaching Skills
This DVD will help managers to coach in day to day work situations. The DVD is set in an organisation where managers are learning how to develop their
people through coaching. The video’s positive message helps managers to understand the responsibility they have for identifying new learning
experiences for the people they manage. It also shows them the mutual benefits to be gained from creating a positive learning environment.
Toolkits
Customer Service in Your Organisation
Drawing on best practice examples and case studies, this toolkit provides easy to follow, practical guidance, checklists, exercises and tools to enable the
reader to:
- Develop a customer service excellence strategy for their organisation
- Listen to the needs of the customer and measure service success
- Engage leaders and managers in driving customer service excellence
- Develop customer focussed processes and procedures
- Provide training and development in customer service excellence
- Reward and recognise service success
- Benchmark their current levels of customer service
- Identify areas of weakness in customer service and create an improvement plan to address these
Talent Management and Succession Planning
The key differentiator between good and great organisations is their ability to find, develop and retain talent. If an organisation is to develop and
improve, then it will only be through ensuring the continuity of its management and having the right people in the right place at the right time with the
right skills.
This toolkit provides practical guidance, checklist and tools to enable you to :
- clarify what talent management and succession planning actually are
- identify the talents needed now and in the future
- set up talent management and succession planning processes,
- train your managers on processes and procedures
- benchmark and evaluate your processes to measure their success
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Team Development Exercises
This toolkit provides a comprehensive range of tools and techniques that will facilitate effective team developmentand improve the general capability of
the team and addresses the complexities of team working in a clear and accessible way.
Containing structured facilitator notes, this toolkit enables facilitators to select and apply the most relevant exercises quickly and confidently. A matrix of
exercises at the start of the toolkit makes it easy to pick the most appropriate tools and techniques for the purpose, for the team's developmental stage,
and for the facilitator's level of experience. Each tool can be customised ensuring that the techniques chosen are precisely tailored to the team’s exact
needs.
Stress
This toolkit is packed with up-to-date research and practical advice and covers all the different stages of managing stress in the workplace, from
awareness of the issues to auditing staff and implementing targeted solutions. This toolkit will equip you with the knowledge and skills to establish
processes to deal with stress that will deliver real benefits.
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Index Page Page
Basics of Project 2002 Managing Customer Focus Change – Opportunity not a Threat Managing Finance Coaching and Mentoring Managing Problems in the Workplace Corporate Induction Managing Recruitment & Selection Customer Service – First Impressions Managing Safely Dealing with Stress in the Workplace Managing the Principles of Scrutiny Desktop Publisher Managing Your Personal Development and Career Developing an Eye for Accuracy Media Awareness Developing, Influencing & Negotiating Skills Media Interview Skills Developing the Administrative Assistant’s Role Ministerial Decisions Workflow Developing Your Personal Impact and Building Productive Relationships Minutes & Agendas Dignity at Work Moving & Handling Principles Display Screen Equipment – Assessor’s Course Outlook & Internet Document Management System - LiveLink Outlook & Internet (Advanced) Effective Supervisor Performance Review & Appraisal Enforcement Performance Review & Appraisal Refresher Workshop Excel - Part One Planning Ahead for Retirement Excel – Part Two PowerPoint Familiarisation with Employment Law Presentation Skills Fire Safety Awareness Professional Skills for the Experienced Secretary First Aid at Work Programme Management Office First Aid Re-Qualification Project Management French Language Recruitment & Selection ‘Certificate to Practise’ Getting the Best Out of Your Team Recruitment & Selection – Update on HR Policies Good Governance Report Writing Harassment & Bullying Responding to Unacceptable Customer Behaviour HRIS Awareness for Managers Supervisor/Chargehand Training Impact of Change – An opportunity not a threat Time Management Improve Your Written Skills Training for Occasional Trainers Improving Personal Effectiveness for Women Understanding the Employment Tribunal Process Investigative Interviewing Why do I say ‘yes’ when I mean ‘no’ JACS Events Windows – Introduction to JD Edwards Enterprise One Witness Skills Job Description Writing Word – Part One Lunch and Learn Sessions Word – Part Two Managing Business Planning and Performance Word – Part Three Managing Change
89
Department Training Liaison Officers
Department T.L.O. Email Telephone
Number
Department T.L.O. Email Telephone
Number
Bailiff’s Chambers David Filipponi
[email protected] 441107 Jersey Airport Jo Le Cocq [email protected] 446112
Chief Minister’s Dept Jersey Harbours Angela Lucas [email protected] 447760
Customs and Immigration Chris Thomas [email protected] 448064 Judicial Greffe Sandra Auckland [email protected] 441303
Data Protection Office Paul Vane [email protected] 441062 Law Officers’ Department Tim Allen [email protected] 441224
Driver & Vehicle
Standards James Sinclair [email protected] 448626
Planning and Environment
Lynn Marcos [email protected]
448493 /
447324
Economic Development Hannah Fearnley [email protected] 447732 Probation and After Care
Service Mike Cutland [email protected] 441903
Education, Sport and
Culture Gail Wynn [email protected] 449261 Social Security Lynn Marcos [email protected]
448493 /
447324
Fire and Rescue Service Richard Liron [email protected] 445981 States Greffe Denise Abbot-
McGuire
d.abbot-
[email protected] 441001
Health and Social Services Alexis Halliday-
Santos
a.halliday-
[email protected] 445404 States of Jersey Police Sara Garwood
police.uk 612612
Tracey Perchard [email protected] 445411 Transport and Technical
Services Melanie Attard [email protected] 448212
Highlands Gary Jones [email protected] 608576 Treasury and Resources Joss Eccles
Helen Du Heaume
440264
440211
HM Prison Alan Kearney [email protected] 441871 - Property Holdings Matthew Brehaut [email protected] 441544
Home Affairs Heidi Sydor [email protected] 447927 - Income Tax Carole Melville [email protected] 440305
Housing Denise Drieu [email protected] 448831 Viscount’s Department Sandra Auckland [email protected] 441303