short courses - sysco · pdf filethis unit supports progression towards a business...
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Short Courses
Customer Skills
Conflict Management and handling difficult situations
Who is this training for?
This qualification is designed for job roles in Administration and Customer Service. It provides an
introduction on how to manage conflict and handle awkward situations.
Benefits for individuals
o Developing an understanding of what drives conflict within the workplace
o To provide strategies to enable individuals to ensure a quality service is delivered
o To develop effective listening skills and techniques for service recovery
Benefits for employers
o Employees who are equipped with the skills to manage conflict within their workplace
o Employees who have a heightened awareness on the impact they have on the organisation’s
reputation
o Employees who have greater competence in effective communication within difficult situations
Course Content
o understanding positive attitudes and the differences they can make
o understanding the importance of handling customer concerns
o understanding the art of service recovery
o empathetic listening skills and effective responses
o reducing job stress
o practical ways of overcoming difficulties
Course Structure
½ day workshop
Progression Routes
This unit supports progression towards a Business Administration or Customer Service Apprenticeship
qualification
Who is this training for?
This qualification is designed for job roles in Administration and Customer Service. It provides an
introduction on how to produce a variety of business documents.
Benefits for individuals
o To understand the importance of producing accurate and professional business documents
o To understand business etiquette in written communication
o To be able to produce a range of business documents
o To develop effective techniques to ensure deadlines are met
Benefits for employers
o Employees who have an awareness of the importance of producing professional business
documents
o Employees who demonstrate use of correct business etiquette in written communication
o Employees who are equipped with the skills and knowledge to produce a variety of business
documents
o Employees who have greater competence in the use of time management resources
Course Content
o Understanding correct business etiquette techniques within written communication
o Understanding the most appropriate written communication for the situation
o Understanding the impact of poor written communication within business
o Skills to structure, format, develop and produce a variety of documents
o House style, impression and image
Course Structure
½ day workshop
Progression Routes
This unit supports progression towards a Business Administration or Customer Service Apprenticeship
qualifications
Customer Skills
Producing business documents
Who is this qualification for?
This qualification is designed for job roles in Administration and Customer Service. It provides an
introduction on basic telephone skills, how to communicate effectively and represent an organisation
professionally.
Benefits for individuals
o Developing active listening, understanding & questioning techniques
o To provide strategies to enable individuals to ensure a quality service
o To develop an understanding of the importance of telephone etiquette
Benefits for employers
o Employees who are equipped with the skills for effective call handling
o Employees who have a heightened awareness on the impact they have on the organisation’s
reputation
o Employees who have greater competence in effective communication
Course Content
o Understanding positive attitudes and the differences they can make
o Understanding company telephone etiquette
o Effective inbound and outbound calling
o Managing messages appropriately
o Practical ways of overcoming difficulties within calls
Course Structure
½ day workshop
Progression Routes
This unit supports progression towards a Business Administration or Customer Service Apprenticeship
qualification
Customer Skills
Telephone Techniques
Who is this training for?
This qualification is designed for job roles in Administration and Customer Service. It provides an
introduction on how to manage time effectively and prioritise tasks.
Benefits for individuals
o To understand the impact of poor time management within the workplace
o To provide strategies to enable individuals to manage time effectively
o To develop effective techniques to ensure deadlines are met
o To utilise resources to support time management
Benefits for employers
o Employees who have a heightened awareness of the importance of effective time management
o Employees who are equipped with the skills and knowledge to manage their time effectively
o Employees who have recognised systems to manage their role within workplace productivity
o Employees who have greater competence in the use of time management resources
Course Content
o Understanding the importance of prioritising tasks within the workplace
o Understanding effective teamwork and own responsibilities in managing time bound tasks
o SMART targets
o Reducing job stress
o Practical ways of overcoming difficulties with effectively managing time
Course Structure
½ day workshop
Progression Routes
This unit supports progression towards a Business Administration or Customer Service Apprenticeship
qualifications
Customer Skills
Time Management
Who is this training for? This qualification is designed for new and existing team leaders. It provides an introduction to understanding the management of workplace stress and conflict and how to minimise and prevent occurrences within your team. Benefits for individuals
o Understanding the reasons for conflict o Understanding the implications of conflict o Understanding how to resolve conflict o Understanding how to minimise conflict
Benefits for employers
o Employees who understand why conflict occurs o Employees who understand how to minimise conflict o Employees who understand how to effectively address conflict issues
Course Content
o Identify causes of conflict at work o Describe the stages in the development of conflict o Understand the effects of conflict on individual and team performance at work o Understand techniques to minimise and resolve conflict in the workplace o Understand how to promote a positive atmosphere in order to minimise conflict
Course Structure Full Day workshop Progression Routes This unit supports progression towards a Team Leading and/or Management Apprenticeship qualification
Essential Management Skills.
Understanding Conflict Management
within the Workplace
Who is this training for?
This qualification is designed for new and existing team leaders and managers. It provides an
introduction to understanding the essential management and leadership skills required to operate
effectively within the workplace.
Benefits for individuals
o Understanding the skills required to lead and manage people
o Understanding the differences between a leader and a manager
o Reflect upon own strengths and areas for development
o Identify and understand different management approaches to improve own performance
Benefits for employers
o Employees equipped with the knowledge to manage and lead people
o Employees who are aware of their own leadership skills and styles
o Employees who have a greater understanding of how to improve their performance
o Employees who understand how to build effective teams
Course Content
o Define effective leadership skills
o Understand the differences between leading & managing people
o Self assess your own leadership skills
o Discuss different leadership styles
o Self Assess your own leadership style
o Understand how to adapt your approaches to different situations
o Understand how to build effective teams
Course Structure
Full day workshop
Progression Routes
This unit supports progression towards a Team Leading and/or Management Apprenticeship
qualification
Essential Management Skills
Leadership and Management
Who is this training for?
Effective communication is essential to business success. Clear, motivational, open communication
with your staff can lead to greater comprehension of directives, higher quality work, faster conflict
resolution, and greater loyalty. This qualification is designed for new and existing team
leaders/managers and provides a clear understanding of the need for effective communication within
the workplace.
Benefits for individuals
o Understand the need for effective communication within the workplace
o Understand different methods of communication
o Self-assesses own communication skills
o Identify how to improve and adapt own communication skills
Benefits for employers
o Employees who understand the importance of effective communication
o Employees who can communicate effectively within the business
o Employees who understand their communication strengths and areas for improvement
o Employees who can better adapt their communication styles
Course Content
o Explain why clear and effective communication is essential in the workplace
o Outline the key stages in the communication process
o List potential barriers to communication and outline how these could be overcome
o Explain methods and their best use when communicating with the team
o Explain why it is important to have a record of communication
o Outline the importance of keeping a record of oral communication
o Describe methods of maintaining accurate records of electronic and oral communication
Course Structure
½ day workshop
Progression Routes This unit supports progression towards a Team Leading and/or Management Apprenticeship qualification
o
Progression Routes
Essential Management Skills.
Effective Workplace Communication
Who is this training for? This qualification is designed for new and existing team leaders. It provides an introduction to understanding the management of workplace stress and conflict and how to minimise and prevent occurrences within your team. Benefits for individuals
o Understanding the reasons for conflict o Understanding the implications of conflict o Understanding how to resolve conflict o Understanding how to minimise conflict
Benefits for employers
o Employees who understand why conflict occurs o Employees who understand how to minimise conflict o Employees who understand how to effectively address conflict issues
Course Content
o Identify causes of conflict at work o Describe the stages in the development of conflict o Understand the effects of conflict on individual and team performance at work o Understand techniques to minimise and resolve conflict in the workplace o Understand how to promote a positive atmosphere in order to minimise conflict
Course Structure Full Day workshop Progression Routes This unit supports progression towards a Team Leading and/or Management Apprenticeship qualification
Essential Management Skills.
Understanding Conflict Management
within the Workplace
Who is this training for?
This qualification is designed for new and existing team leaders. It provides an introduction to
understanding the need for innovation and change within the workplace and the role and responsibilities
of a team leader within this process.
Benefits for individuals
o Understanding the reasons for change
o Understanding the implications of change
o Developing the tools to plan and support the process of change
o Understanding how to review and evaluate changes
Benefits for employers
o Employees equipped with the skills to adapt and support the process of change
o Employees who are competent to manage people and relationships during the process of change
o Employees who can effectively support the planning and communication of change in the
workplace
o Employees who have a greater understanding and acceptance of change within the organisation
Course Content
o Benefits of change and innovation within the workplace
o Barriers to change and innovation
o Practical ways of overcoming barriers
o Planning, monitoring and review techniques
o Managing innovation and change
o The importance of effective communication
o Effects of innovation and change upon people and teams within an organisation
Course Structure
½ day workshop
Progression Routes
This unit supports progression towards a Team Leading and/or Management Apprenticeship qualification
Essential Management Skills
Understanding Innovation & Change within
the Workplace
Who is this training for? This qualification is designed for anyone who wants to use and develop their understanding of Outlook. It provides an introduction to understanding of functionality and the application of Outlook within the workplace. Benefits for individuals
o Understanding what Outlook is used for and its potential o Developing the skills to use Outlook o Integrating Outlook into both work and social life
Benefits for employers
o Employees are equipped with the skills to understand when to use Outlook o Employees who will be able to communicate more effectively o Employees who can effectively use Outlook to improve productivity in the workplace
Course Content
o Outlook Environment o Email o Contacts Lists o Calendar o Appointments o Task List
Course Structure 1 day workshop Progression Routes This unit supports progression towards ITQ level 2 Apprenticeship qualifications
Managing the application of IT
Outlook
Who is this training for? This qualification is designed for anyone who wants to use and develop their understanding of Spreadsheets. It provides an introduction to understanding of functionality and the application of Spreadsheets within the workplace. Benefits for individuals
o Understanding what a Spreadsheet is used for and its potential o Building a simple spreadsheet o Obtain the knowledge to develop a simple Spreadsheet
Benefits for employers
o Employees are equipped with the skills to understand when to use a Spreadsheet o Employees who are competent to build a simple spreadsheets o Employees who can effectively use Spreadsheets to improve productivity in the workplace
Course Content
o Excel 2010 basics o Functions and formulas o Multiple worksheets o Relative and absolute cell references o Formatting o Charts o Page setup and printing o Errors and help
Course Structure 1 day workshop Progression Routes This unit supports progression towards ITQ level 2 Apprenticeship qualifications
Managing the application of IT
Excel
Who is this training for?
This qualification is designed for anyone who wants to use and develop their understanding of
PowerPoint. It provides an introduction to understanding of functionality and the application of
PowerPoint within the workplace.
Benefits for individuals
o Understanding what PowerPoint is used for and its potential
o Building a simple PowerPoint
o Obtaining the knowledge to develop a simple PowerPoint
Benefits for employers
o Employees are equipped with the skills to understand when to use a PowerPoint
o Employees who are competent to build a simple PowerPoint
o Employees who can effectively use PowerPoint’s to improve communication of information in
the workplace
Course Content
o Powerpoint basics
o Formatting
o Images, shapes & multimedia
o Tables and charts
o Setting up show
o Running a show
Course Structure
1 day workshop
Progression Routes
This unit supports progression towards ITQ level 2 Apprenticeship qualifications
Managing the application of IT
PowerPoint
Who is this qualification for? This qualification is designed for anyone who wants to use and develop their understanding of Word-processing. It provides an introduction to understanding of functionality and the application of Word processing within the workplace. Benefits for individuals
o Understanding what Word processing is used for and its potential o Developing the skills to create simple Documents o Building a simple Document to develop
Benefits for employers
o Employees are equipped with the skills to understand when to use Word processing o Employees who are competent to build simple Documents o Employees who can effectively use Word processing to improve productivity in the workplace
Course Content
o Word Environment o Page and Text Formatting o Adding Illustration o Tables o Styles o Page Layout o Templates o Hyperlinks o Mail Merge
Course Structure 1 day workshop Progression Routes This unit supports progression towards ITQ level 2 Apprenticeship qualifications
Managing the application of IT
Word
Delivery of Housing Services
Who is this training for? This qualification is designed for job roles in the Housing Sector. It provides an introduction on how to effectively deliver Housing Services within your area of responsibility. Benefits for individuals
o To understand the organisations, service providers and agency bodies involved in delivering services
o To understand how tenants can acquire affordable Housing o To develop effective techniques to ensure knowledge is put into practice o To utilise resources for supporting and understanding Welfare Reform
Benefits for employers
o Employees who have a greater understanding of various responsibilities involved with service delivery
o Employees equipped with specific knowledge in aspects of funding for tenants to acquire Housing
o Employees who have recognised systems to manage their role within workplace productivity o Employees who have up- to- date knowledge of Welfare reform and changes within it
Course Content
o Understanding the organisational and operational context for delivering housing services o Understanding the legal and economic context for delivering housing services o Understanding aspects of Welfare Reform o Exploring user involvement and partnership working within housing and community services o Exploring various services that national housing service providers deliver
Course Structure ½ day workshop Progression Routes This unit supports progression towards Housing Apprenticeship qualifications.
Understanding Customer Service
within the Workplace
Who is this training for? This qualification is designed for new and existing customer focused staff, whether they are internal or external customers. It provides an introduction to understanding the importance of first impressions and the benefits of excellent service delivery. The course also looks at complaint handling techniques and methods to minimize complaints. Benefits for individuals
o Understanding the importance of excellent customer service o Understanding the impact of first impressions o Understanding how to resolve problems and complaints effectively o Improvement of communication skills when dealing with a variety of customers with different
needs
Benefits for employers
o Employees who understand how their role impacts service delivery o Employees who understand the importance of first impressions and how to make a positive
lasting one. o Employees who understand how to value and deal with complaints as effectively as possible. o Course Content o Understanding of positive first impressions o Understand the importance of effective communication and techniques to improve skills o Understand how to deal with customers who have different needs and requirements o Describe the stages of handling and resolving problems and complaints effectively o Understanding of how to improve service delivery
Course Content
o Understanding of positive first impressions
o Understand the importance of effective communication and techniques to improve skills
o Understand how to deal with customers who have different needs and requirements
o Describe the stages of handling and resolving problems and complaints effectively
o Understanding of how to improve service delivery
Course Structure
Full day workshop
o
o
Health & Safety Law
o Discussion on H&S law including various forms of legislation.
o Enforcement of H&S
o Legal framework
o Costs and benefits
Safety, Health and Welfare
o General welfare and facilities
o Health hazards and health problems
o Managing health and safety
Workplace and Work Equipment
o Safe systems of work
o Subject covering hazards and risks within the workplace and the use of work
equipment.
o Workplace and work equipment control measures
Needles & Sharps
o Subject covering the hazards and risks of needles and sharps
o Needles and sharps control measures
Manual Handling
o Causes of musculoskeletal disorders
o Manual handling legislation
o Manual handling control measures
o Basic principles of manual handling
Risk Assessments
o Hazard and risk identification
o Control measures
o Risk ratings
o Dealing with hazards and risks
Bespoke Health & Safety in
the Workplace Course
Participants
This course is appropriate for all employees that have to carry out any manual handling at
work, including both industrial and office workers. Under the Manual Handling Operations
Regulations 1992 employers are required to take appropriate steps to reduce the risk of
injury to employees. This course combines both the theoretical and the practical elements of
the subject teaching learners how to lift, carry, push and pull objects safely.
Learning Outcomes
o Identify and understand the risks associated with manual handling
o Learn the value of risk assessment and how to apply it
o Make recommendations to manage risks
o Apply the principles of safer handling to a range of everyday manual handling tasks
Areas Covered
o Manual handling hazards
o Legislation and guidance
o Risk assessment
o Controls and reducing the risk of harm
o Manual handling techniques
Maximum Group: 12 people
Course Duration: 0.5 days
CIEH Level 2 Award in Manual Handling
Principles and Practice
Participants
This course is appropriate for anyone in a working environment. While employers are
responsible for providing safe and healthy workplace conditions as well as the right systems
and methods for safe activities, employees also have a vital part to play in the equation.
Employees need the right knowledge and the right attitude which demands proper training in
the basics of health and safety
Learning Outcomes
o Understand the principles of health and safety and accident prevention
o Ability to contribute to any health and safety management system
Areas Covered
o Health and safety law
o Health
o Safety
o Welfare
o The workplace and work equipment
o Risk assessment
o Manual Handling
o Hazardous Substances
o Ergonomics and workstation design
o Working at heights
o Transport and vehicles
o Noise and vibration
Maximum Group: 12 people
Course Duration: 1 day
CIEH Level 2 Award in
Health and Safety in the Workplace
Participants
This course is appropriate for all employees that have to carry out any manual handling at
work, including both industrial and office workers. The qualification is aimed at those who
carry out manual handling at work and provides essential information about manual handling
hazards and their control. Those learners wishing to learn about practical manual handling
techniques should undertake the one day CIEH Level 2 Award in Manual Handling –
Principles and Practice course.
Learning Outcomes
o Identify and understand the risks associated with manual handling
o Learn the value of risk assessment and how to apply it
o Make recommendations to manage risks
Areas Covered
o Manual handling hazards
o Legislation and guidance
o Risk assessment
o Controls and reducing the risk of harm
Maximum Group: 12 people
Course Duration: 0.5 days
CIEH Level 2 Award in
Principles of Manual Handling