ops dev learning pack

Operations Development

Your Personalised Learning Pack

The leadership team & I have been working closely with our L&D

colleagues to define a learning framework specific to Ops Dev. The

purpose of this framework is to outline recommended learning

that will support the development of skills across a variety of areas

to support our business as well as ensuring that everyone within

Ops Dev has the skills they need to offer an even greater service

to our customers.

We want to give you every opportunity to build on the expertise

you already have. We want you to feel empowered, we want you

to make the most of yourself and to make the most of the

learning available. Our business is built on the individual talents of

our people, everyone of them and that starts with you. We're

putting your future in your hands.....

Jimmy

Learning Zone Tips Page 3Books (GetAbstract) Page 4Leadership Excellence Page 6Coaching Excellence Page 7Giving and Receiving Feedback Page 8Leading Through Change Page 9

Coaching Page 10Influencing Page 12Building Powerful Relationships Page 13Influencing Page 14APMP 1 Day Project Management Course Page 16Presenting with Confidence Page 18Time Management Page 19Written Communication 0Your Business Shape the Future Page 21Basic Presentation Skills Page 17Operations Management and the Organization Page 22Personal Excellence Page 23

Learning Zone –Your One Stop Shop for

DevelopmentLearning Zone contains a wealth of resources for everyone to access. You can register interest in

face to face courses, access development tools to further your career, launch state of the art

system training, book yourself onto courses and leaders can also assign training to their direct

reports! We‟ve put together this course catalogue to share some of our most popular offerings so

you can see a snapshot of what‟s available, whether you‟re a leader looking to support you‟re team

or an individual hungry to develop, there‟s something for everyone!

Learning Zone –Your Learning Journey starts here!The following pages contain a list of recommended learning to support you on your development

journey . The key to accessing them is Learning Zone, where you‟ll find a wide range of development

opportunities at your finger tips.

We‟ve grouped together the recommended learning for any role in Operations Development into

different areas covering:

Leadership

Business Partnering

Business Skills

So whether it‟s a face to face course, eLearning or a recommended book summary your development

starts with Learning Zone (And don‟t forget, you can access all of this from outside the RSA network

24/7, simply head on over to rsagroup.csod.com from any internet enabled device)

Registering Interest / Booking a place on

a face to face course1) Check out the course descriptions in the the

following pages. Log onto Learning Zone, review the

course objectives and discuss with your line manager

to understand which learning will be suitable for you.

2) Register your interest or book your place on a

session:

Log onto Learning Zone search for your topic name.

Click on the name of the event. Register your

interest by clicking “notify me when sessions are

scheduled”, or if there are sessions available then

click request.

3) If you have registered your interest watch out for

dates and locations for a suitable course– you can

then book your place on learning zone. If you‟ve

already requested a place on a course and your

leader has approved it, fantastic, wait for your joining

instructions and be sure to complete the pre course

learning as you‟ll not be able to attend the face to

face session if not!



Leading the way with Learning Zone

Did you know that leaders with direct reports

can assign learning to team members? If you

wish to assign training to one of your direct

reports simply locate the training within

Learning Zone by using the search functionality.

Instead of clicking “Request” for yourself you

can click the “Assign” button and select a

member of your team to assign the training to,

this training will then appear within their

Learning Zone record, Easy!

Check out the “Learning Zone – Leading the

Way” online course to learn about all the

leader functionality that is in your hands within

Learning Zone!

rsagroup.csod.com

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By the BookTake a look at getAbstract, a way of getting hold of quick abstracts of leading business writing,

without saddling yourself with having to read a whole business book. It‟s the world‟s biggest

library of business book summaries, intelligently compressed into 5-page summaries. There are

already 9,000 summaries on 12 key topics, with more added each month.

And, using Learning Zone, you can now download the abstracts to your desktop, laptop, kindle,

tablet, mobile or other e-reader free of charge and read them whenever, however, and as many

times as you want.

Here‟s a list of recommended abstracts you can get now:

• The Art of Negotiation – How to improvise agreement in a chaotic world

• Leadership Conversations – Challenging high-potential managers to become great leaders

• Influencer – The power to change

• Project Management Jump Start - How to manage a project from initiation through

implementation, all the way to closing the books

•Customer as Partners – Building relationships that last

•The Trusted Advisor Fieldbook – A comprehensive toolkit for leading with trust

•The DNA of Customer Experience – What creating a great customer experience can do for

your company

You can download them at any time just by logging into Learning Zone and following the

getAbstract link.



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http://www.getabstract.com/Index.do?u=rsa

Explore All Your Options - LeadershipThe following pages contain recommended learning to develop your

leadership skills. We‟re here to support you every step of the way;

helping you pick the perfect mix of skills to achieve your personal goals.

Get in the Learning Zone at rsagroup.csod.com and together we can be

our best.

rsagroup.csod.com

Leadership Excellence Leadership is a mindset not a job title. We are all leaders now. It is the only way to handle

tremendous change as the norm. This programme has the primary objectives of equipping Leaders

who (Importantly) have attended Personal Excellence previously themselves to develop Personal

Excellence thinking, knowledge and behaviours in their people thereby ensuring the key messages

and practical application of the Personal Excellence Programme is embedded across the organisation.

What is the structure of the

training?

1. You must have attended the Personal Excellence

course before you can register for this course

2. Face to face workshop (2 days)

This programme encourages and enables leaders to...

•Improve their ability to develop Personal Excellence thinking, knowledge and behaviours in their people: one of handling change, taking ownership, raising standards and being innovative

Want to know more?

• Discuss with your Line Manager and agree if this learning would be useful for your development

• Register your interest or book onto an available course via Learning Zone. Search for “Coaching Excellence” (If you‟re viewing the online version of this catalogue click HERE)

“Very engaging & thought provoking. Shows how

simple changes to approach and use of language

can promote excellent results. This fits very well

with the RSA culture of empowerment,

'Leadership is an opportunity, not a job title' To

keep the learning fresh, subscribing to Nicholas'

blog has been very helpful, although I am unable

to get to it in work.”

“ Excellent session that gave

me the tools to deliver

excellent leadership.”



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Coaching Excellence This 2 day workshop is designed to ensure our leaders are passionate about coaching and are

equipped to develop their people. It covers what is coaching, mentoring and training, COACh Model,

Coaching Behaviour Matrix, Developing Coaching Questions, and Behaviour Analysis.


training?

1. Pre-coursework

2. Face to face workshop (2 days)

By the end of the course the leader will be able to...

•Explore and understand what drives behaviour

•Link in evalu8d caoching tools to current applications e.g. Performance, development, quality

•Learn leading edge coaching skills

•Identify what, when and how to coach

•Practice coaching skills are receive feedback on individual style.

Want to know more?


• Register your interest or book onto an available course via Learning Zone. Search for “Coaching Excellence” (If you‟re viewing the online version of this catalogue click HERE)

“We used real and live

situations in the workshop

and so promising solutions to

challenges were proposed”

“Interactive and got you

thinking in different ways to

what i would have done prior

to attending”



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Brilliant Bites – Giving and Receiving FeedbackBrilliant Bites are practical, interactive and engaging bite size learning for all through a 90 minute

face to face session, supported by pre and post course learning.

Bite-size learning for anyone looking to develop the fundamental skills of giving and receiving

feedback and increase their confidence in feedback situations.

How long is the learning?

1. Pre course learning -20minutes

2. Face to face session - 90 minutes

3. Post course learning - 15 minutes

By the end of this programme, you will be able to…

•Explain what effective, good and

constructive feedback is

•Identify tips and tools to support

giving and receiving feedback

•Prepare for all your feedback

scenarios

•Practice the theory using real play

•Gain and share hints, tips and

ideas to enhance future feedback

situations

•Take action to enhance your

future feedback situations

Want to know more?


• Register your interest or book onto an available course via Learning Zone. Search for “Brilliant Bites” or “Giving and Receiving Feedback” (If you‟re viewing the online version of this catalogue click HERE)



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Leading Through Change This 1 day session will give you tools and techniques to not only lead your people

through a changing landscape, but also help you see the opportunity and make the

best of it!


training?1. Pre course learning to be completed before

your face to face session

2. Face to face session (1 day)

This programme will enable you to…

•Understand that change can be messy and that

everyone is probably in a different place

•Understand the impact of change on individuals

and organisations

•Learn and appreciate the drivers of change

•Explore current changes and associated impact

within their areas

•Explore the emotional states associated with

change

•Recognise that it is the transition through

change that causes the challenges

•Learn techniques to lead people successfully

through the different phases of change

Want to know more?


• Register your interest or book onto an available course via Learning Zone. Search for “Leading Through Change” (If you‟re viewing the online version of this catalogue click HERE)



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Brilliant Bites – CoachingBrilliant Bites are practical, interactive and engaging bite size learning for all through a 90 minute face to face

session, supported by pre and post course learning.

Brilliant Bites – Coaching allows you to develop your fundamental skills of coaching and increase your

confidence in coaching situations


1. Pre course learning - 25 minutes


3. Post course learning -15 minutes


• Gain and share hints, tips and ideas to

enhance coaching situations through

consolidation of pre course learning

• Identify the effectiveness of your

listening skills

• Practice using the CoaCh Model and

gain feedback

•Take action to enhance all future

coaching situations

Want to know more?


• Register your interest or book onto an available course via Learning Zone. Search for “Brilliant Bites” or “Coaching” (If you‟re viewing the online version of this catalogue click HERE)



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Get in the zone – Business PartneringThe following pages contain recommended learning to develop your

business partnering skills. We‟re here to support you every step of

the way; all of the recommended learning is available in one location...

Get in the Learning Zone at rsagroup.csod.com

and together we can be our best.

rsagroup.csod.com

Brilliant Bites – InfluencingBrilliant Bites are practical, interactive and engaging bite size learning for all through a 90 minute face to face


Bite-size learning for anyone looking to enhance their influencing and stakeholder management skills

How long is the learning?1. Pre course learning - 30 minutes




•Assess your influencing skills to help

identify strengths and areas to develop

•Explain what influencing is and the

benefits and identify skills and tactics

used to influence

stakeholders

•Identify who to influence and steps to

take to unblock

•Utilise the tools to create an

influencing toolkit

•Consolidated in practical application

using a real business scenario

Want to know more?


• Register your interest or book onto an available course via Learning Zone. Search for “Brilliant Bites” or “Influencing” (If you‟re viewing the online version of this catalogue click HERE)



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Building Powerful Relationships This is stakeholder management at the next level - a 1 day course that‟s great for anyone who manages

multiple internal or external relationships.






Learn how to pro-actively manage relationships with their stakeholders by analysing key areas

•Discuss the definition of a stakeholder, what they need and

create actions to satisfy those needs

•Build and develop specific action plans to influence back in the

workplace

•Analyse existing stakeholders to measure the current

relationship

•Learn how to prioritise existing stakeholders and decide which

ones to give a higher degree of focus

•Discuss how to use a decision making process with their own

stakeholders to increase perception and credibility

•Identify 'gatekeepers' connected to each stakeholder

•Review current stakeholders to know how and where to focus

efforts in order to optimise relationship and address barriers to

progress

•Actively demonstrate how tools will be applied back in the

workplace

•Make a commitment to use what they have learned back in the

workplace

Want to know more?


• Register your interest or book onto an available course via Learning Zone. Search for “Building Powerful Relationships” (If you‟re viewing the online version of this catalogue click HERE)



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Influencing – Make it Happen This 2 day workshop will give you tools and techniques for maximising your

influence on people and situations, with loads of practical application to help

improve your skills.


training?1. Pre course learning to be completed before your face

to face session

2. Face to face session (2 days)

This programme will enable you to…

•Learn how to increase personal credibility through controlling behaviour

•Make a commitment to use what they have learned back in the workplace

•Actively demonstrate how tools will be applied

back in the workplace

•Discuss what is and is not assertiveness, how it

works, learn techniques to become more

assertive and create an action plan.

•Learn the 14 verbal behaviours used in

communication, what they do, and have scientific,

as well as observed, feedback regarding their

verbal behaviours.

•Discover a technique for presenting their

argument & practise it.

•Understand how demonstrated empathy and

listening will affect their ability to influence and

have a opportunity to practise it

Want to know more?


• Register your interest or book onto an available course via Learning Zone. Search for “Influencing : Make it Happen” (If you‟re viewing the online version of this catalogue click HERE)



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Navigate the business world – Business SkillsThe following pages contain recommended learning to develop your business skills.

We‟re here to support you every step of the way; Get in the Learning Zone at

rsagroup.csod.com and together we can be our best.

rsagroup.csod.com

APMP 1 Day Project Management Course This 1 day course is ideal for those that manage small scale projects within their business area, or

maybe own a workstream within a larger program. It will give you some basic fundamental principles

that will help you manage your projects better.


training?1. Pre course learning to be completed before your

face to face session



•Effectively plan, monitor and control small projects

•Develop an appreciation of the tools and techniques available to them to help you deliver projects and Business as usual work

•Relate the tools and techniques available to projects/business plans you are currently working on and apply these effectively after the workshop

•Use a toolkit that can be tailored as appropriate depending on the size and scale of work

•Give an understanding of how you may contribute to larger and more formal projects

•Give information on where further information and advice on project management may be found within RSA.

Want to know more?


• Register your interest or book onto an available course via Learning Zone. Search for “APMP 1 Day Project Management” (If you‟re viewing the online version of this catalogue click HERE)



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Basic Presentation SkillsEven the most seasoned public speakers can experience nerves before a major presentation. The successful

ones, however, have learned how to make those nerves work for them. Positive concern about the impact of

a presentation can spur presenters to raise their game, enabling them to get the desired results. Excellence in

presentation can be achieved when the standard of your delivery matches the quality of your content. We

have 3 recommended eLearning courses designed to help you successfully plan, create and deliver a

presentation.


training?There are 3 separate eLearning Modules:

•Basic Presentation Skills: Planning a Presentation

(1 hour)

•Basic Presentation Skills: Creating a Presentation

(1 hour)

•Basic Presentation Skills: Delivering a Presentation

(1 hour)

By the end of the 3 modules you will have covered how to...

•Identify the audience for a presentation

•Organise ideas for a presentation

•Select a presentation method

•Write a presentation

•Select presentation aids

•Rehearse your presentation

•Stage a successful presentation

•Control presentation nerves

•Handle audience questions

Want to know more?

• Search for “Basic Presentation Skills” (If you‟re viewing the online version of this catalogue click HERE to locate the courses in Learning Zone) and complete at your own pace.



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Brilliant Bites – Presenting with ConfidenceBrilliant Bites are practical, interactive and engaging bite size learning for all through a 90 minute face to

face session, supported by pre and post course learning.

Brilliant Bites – Presenting with confidence is for anyone looking to improve their presentation skills

and to develop the skills and confidence required to deliver effective presentations


1. Pre course learning -20minutes




• Accurately list the three main steps to giving a

presentation

•Apply hints and tips provided to help to

overcome nerves

•Correctly explain the main factors of

communication when interacting face to face with

people

•Deliver your chosen presentation in a safe

environment and gather feedback on your

performance

•Observe other learners deliver their

presentations and provide feedback

•Share hints, tips and ideas to enhance future

presentations

Want to know more?


• Register your interest or book onto an available course via Learning Zone. Search for “Brilliant Bites” or “Presenting with confidence” (If you‟re viewing the online version of this catalogue click HERE)



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Brilliant Bites –Time ManagementBrilliant Bites are practical, interactive and engaging bite size learning for all through a 90 minute face to face


Brilliant Bites – Time Management is for anyone looking to maximise their time management effectiveness

and make the most of their time

How long is the learning?1. Pre course learning - 30minutes




• Explain what time management is

•Consider how much my time costs at work

•Identify which tasks are important and/or urgent

•Complete the time management activity log

•Complete the time management questions

exercise

•Explain what effective time management means

•Describe the benefits of effective time

management

•Share and review your time management pre

course results

•Explain 10 key principles for effective time

management

•Take action to ensure effective time management

Want to know more?


• Register your interest or book onto an available course via Learning Zone. Search for “Brilliant Bites” or “Time Management” (If you‟re viewing the online version of this catalogue click HERE)



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Brilliant Bites – Written CommunicationBrilliant Bites are practical, interactive and engaging bite size learning for all through a 90 minute face to face


Brilliant Bites – Written Communication is for anyone looking to enhance their written communications for

maximum impact

How long is the learning?1. Pre course learning - 20 minutes




•Explain an effective three step process

for writing business letters

•Effectively plan the letter before you

start writing

•Structure the letter to achieve

maximum impact

•Write the content in the most

effective way

•Effectively review your letters

•Structure your business letters and e-

mails

•Take action to maximise all your

written communications

Want to know more?


• Register your interest or book onto an available course via Learning Zone. Search for “Brilliant Bites” or “Written Communication” (If you‟re viewing the online version of this catalogue click HERE)



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Your Business: Shape The FutureEver wanted to be more of a strategic thinker? Or understand where you „fit‟ in the

bigger picture? This 1 day course might be just what you need!






•Talk about a range of tools to understand and influence strategic direction

•Apply these tools to their part of the business to generate new ideas that will improve productivity

•Hold strategic conversations about the future of the business and their role in order to make things happen

•Use tools to compare themselves against competing businesses, functions, etc. in order to help become „Best in Class‟

•Actively demonstrate how tools will be applied back in the workplace

•Make a commitment to use what they have learned back in the workplace

Want to know more?


• Register your interest or book onto an available course via Learning Zone. Search for “Your Business: Shape the Future” (If you‟re viewing the online version of this catalogue click HERE)



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Operations Management and the OrganizationOperations management plays a vital role in producing and delivering goods and services to customers. It

involves designing, planning, directing, and controlling the organization's resources and processes required

to transform capital, skills, and materials into products and services. It is important that any operations

strategy be aligned with the overall organizational business strategy for its success


1. Single eLearning course (1 hour)


•Explain the key functions of

operations management

•Describe organisational and

operations strategy

•Categorise different types of

transformation

Want to know more?

•Search for “Operations Management and the organization” (If you‟re viewing the online version of this catalogue click HERE) and complete at your own pace.



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Personal Excellence This course is a fascinating look at personal belief, behaviour and performance, brought to life

through inspiring stories, experienced insight and lots of practical application. It‟s hard hitting,

interesting and also thoroughly enjoyable. If you‟re looking for ways to enhance your performance

and achieve more, both in and out of work, don‟t miss this great 2 day course.


training?

1. Face to face session (2 days)

During this programme you will cover six key themes:

The New World of Work - what it means and how it is here to stay

Mindset drives behaviour, which drives results -what you can do develop a more resourceful mindset

There's never enough time - accept this and develop focus management rather than time management

Dealing with people in a win-win way - especially when busy and/or stressed

Life-long learning - how to develop your skill set with accelerated learning strategies

Set your Personal Compass - getting clear on where you want to go and how you want to get there

Want to know more?


• Register your interest or book onto an available course via Learning Zone. Search for “Personal Excellence” (If you‟re viewing the online version of this catalogue click HERE)

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Make Winning MovesThe thing about your future is that it‟s just that – yours. So, whatever you

want to achieve in one, three, five years‟ time, the smart move is to get

started right here, right now.

Get in the Learning Zone at rsagroup.csod.com and together we can be

our best.

rsagroup.csod.com

ops dev learning pack

Documents

influencing page

coaching page

future page

organization page

confidence page

change page

feedback page

learning available