TSW Training Ltd. Course Outlines. Visit us at

Transcription

1 TSW Training Ltd Course Outlines 2010 Visit us at

2 Contents Management & Leadership ILM Level 2 Certificate - Team Leading ILM Level 3 Award - First Line Management ILM Level 3 Certificate - First Line Management ILM Level 5 Certificate - Management ILM Level 5 Diploma - Management ILM Level 2 Award Introduction to Business Improvement Core Skills for Team Leaders Coaching For Success Introduction to Management Conducting a Performance Review Managing Performance Improvement Motivational Techniques for Managers Personal Development Customer Service & Complaint Handling Effective Communication Skills Dealing with Difficult Situations and Dealing with Conflict Time and Priority Management Professional Presentation Skills Introduction to Emotional Intelligence Introduction to Neuro Linguistic Programming Project Management Advanced Project Management Advanced Train the Trainer Improve Assertiveness Effective Negotiation Skills Interviewing for Recruitment Introduction to Employment Law Introduction to Marketing Telephone Management Skills CIEH Professional Train the Trainer Successful Selling Techniques Conflict Management Quality and Environment IRCA Internal Auditing IRCA Lead Assessor Environmental Auditing Managing your Environment Environmental Awareness Statistical Process Control S Workplace Organizational Techniques For further details, please contact David Craddock on or david.craddock@tsw.co.uk

3 Page3 Health and Safety NEBOSH General Certificate IOSH Directing Safely IOSH Managing Safely IOSH Working Safely CIEH Level 2 Award in Health & Safety In the Workplace CIEH Level 2 Award Principles of COSHH CIEH Level 2 Principles of Manual Handling CIEH Foundation Certificate in Stress Awareness CIEH Level 2 Award in Food Safety in Catering CIEH Level 2 Risk Assessment Principles & Practice CIEH Level 3 Award in Risk Assessment Principles & Practice Display Screen Equipment Assessment Risk Assessment Principles & Practise Managing Your Office Safely Power Press Safety Grinding Wheels Programme Fire Risk Assessment Fire Warden First Aid for Appointed Persons Emergency First Aid at Work HSE First Aid at Work Microsoft Courses Microsoft Word Introduction Microsoft Word Intermediate Microsoft Word Advanced Microsoft Excel Introduction Microsoft Excel Intermediate Microsoft Excel Advanced Microsoft PowerPoint Introduction Microsoft PowerPoint Intermediate Microsoft PowerPoint Advanced Microsoft Project Microsoft Visio Microsoft Access Lean Courses Lean Team Leader Lean Office Bespoke Created for your needs Other Development Courses For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

4 The Qualification: Institute of Leadership and Management (ILM) Level 2 Certificate in Team Leading (State-of-the-art Blended elearning approach) The TSW ILM Level 2 Certificate in Team Leading is designed to give practising or aspiring team leaders a solid foundation of development in their role. Method of Delivery: The TSW ILM Level 2 Certificate Programme is delivered through a combination of direct delivery of the following 6 Workshops (3 * 2 days), one half-day Group Tutorial and self-study elearning: 1 Induction & Leading Your Work Team 2 Workplace Communications & Briefing the Team 3 Developing the Team & Motivating the Team to Perform 4 Managing Yourself & Developing Yourself as a Team Leader 5 Planning and Monitoring the Work & Leading Your Work Team Lawfully 6 Dealing with Change in the Workplace An integral part of the TSW blended learning approach to the qualification is access to the TSW HRD Online internet-based resource materials. Use of TSW HRD Online will provide you with access to computer-based learning materials that will be needed to supplement the work covered at the Workshops. Please note, it will be important for you to have access to the internet during times you plan to study towards this qualification. What s involved: In order to achieve the qualification, you will need to submit a Reflective Review ( words) and a Mini Project ( words) within 4 weeks after the final Workshop. Learning Outcomes: Leading Your Work Team Understand the difference between leadership and management Understand a range of leadership styles, their use and potential impact on individuals and outputs Understand self-managed teams Workplace Communications Understand the communication process Understand methods of communication Understand the importance of maintaining accurate records of one-to-one communication For further details, please contact David Craddock on or david.craddock@tsw.co.uk

5 Page5 Briefing the Work Team Plan, deliver and report back on a team briefing Developing the Work Team Understand the nature of teams and the features of team roles and responsibilities including the advantages and disadvantages Know how to identify training needs of a group or team and how those needs may be met Motivating the Team to Perform Understand the organisations requirements in relation to individual performance Understand how to address underperformance Understand what motivates people Managing Yourself Know how to manage yourself and your time in line with the team and organisational goals Know how to manage own stress Developing Yourself as a Team Leader Understand the roles, functions and responsibilities of the team leader; and the limits of his/her authority and accountability Know how to seek, accept and respond positively to feedback on personal performance to improve workplace performance Planning & Monitoring the Work Understand how to work within the organisation s policies, procedures and priorities Understand how to plan and allocate work Understand how to monitor a team s work For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

6 Leading Your Work Team Lawfully Know how to lead the team lawfully Dealing with Change in the Workplace Understand change in the workplace Know how to support and implement change in the team Know how to deal with conflict in the team Please note: It is necessary that you will be available to attend each of the 6 Workshop dates that make up the Programme please contact TSW to confirm your availability for each Workshop before booking. For further details, please contact David Craddock on or david.craddock@tsw.co.uk

7 Page7 Institute of Leadership and Management (ILM) Level 3 Award in First Line Management The Qualification: The TSW ILM Level 3 Award in First Line Management is designed to give practising or aspiring first line managers a solid foundation of development in their role. This qualification has been specifically designed to provide you with opportunities to increase your knowledge and understanding of basic management principles, as well as introduce you to a wide range of tools and techniques you will be able to apply in the workplace. Method of Delivery: The TSW ILM Level 3 Award is delivered over the following 5 workshops: 1 Introduction to Leadership 2 Problem Solving & Making Decisions 3 Building the Team 4 Managing Conflict in the Workplace 5 Managing Performance These workshops will provide you with the underpinning knowledge for each topic and will be highly participative incorporating trainer input, group discussion and analysis, individual team exercises and activities, case studies and handout materials. Included within the delivery schedule will be an initial Induction session and a group Tutorial, designed to provide you with opportunities to discuss you progress and to receive guidance and feedback on your learning. What s Involved: In order to achieve the qualification, in addition to your attendance at the workshops, you will need to submit a work-based Assignment for each workshop topic ( words). You will be encouraged to complete these pieces of work between each workshop as the programme is rolled out (typically one workshop per month). The Assignments will involve the practical application of the topics covered and allow you to consolidate and apply your learning on work related issues. For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

8 Learning Outcomes: Introduction to Leadership Understand leadership styles Understand leadership qualities and review own leadership qualities and potential Problem Solving & Making Decisions Know how to describe a problem, its nature, scope and impact Know how to gather and interpret information to solve a problem Know how to solve a problem Know how to plan the implementation and communication of decisions Building the Team Understand how to develop and maintain trust at work Know how to build the team Managing Conflict & Stress in the Workplace Know how to resolve conflict in the workplace Managing Performance Know how to manage performance Please note: It will be necessary for you to attend each of the 5 workshops that make up the qualification so please contact TSW to confirm your availability for each workshop date before booking. For further details, please contact David Craddock on or david.craddock@tsw.co.uk

9 Page9 Institute of Leadership and Management (ILM) Level 3 Certificate in First Line Management (State-of-the-art Blended elearning approach) The Qualification: The TSW ILM Level 3 Certificate in First Line Management is designed to give practising or aspiring first line managers a solid foundation of development in their role. Method of Delivery: The TSW ILM Level 3 Certificate Programme is delivered through a combination of direct delivery of the following 8 Workshops, one half-day Group Tutorial and self-study elearning: 1 Introduction to Leadership & Building the Team 2 Understanding Change & Planning Change in the Workplace 3 Problem Solving & Making Decisions 4 Managing Performance & Planning to Work Efficiently 5 Effective Meetings & Achieving Objectives through Time Management 6 Managing Projects 7 Working with Costs & Budgets 8 Managing Conflict & Stress in the Workplace An integral part of the TSW blended learning approach to the qualification is access to the TSW HRD Online internet-based resource materials. Use of TSW HRD Online will provide you with access to computer-based learning materials that will be needed to supplement the work covered at the Workshops. Please note, it will be important for you to have access to the internet during times you plan to study towards this qualification. What s involved: In order to achieve the qualification, you will need to submit a work-based Assignment for each of the Workshop topics ( words). You will be expected to complete these pieces of work between each Workshop as the programme is rolled out. In addition you will need to submit a Change Management Report ( words) within 4 weeks after the final Workshop. Learning Outcomes: Introduction to Leadership Understand leadership styles Understand leadership qualities and review own leadership qualities and potential For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

10 Building the Team Understand how to develop and maintain trust at work Know how to build the team Understanding Change in the Workplace Understand change in an organisation Understand the effects of change on people and finance in an organisation Planning Change in the Workplace Understand the forces of change in an organisation Understand planning for change in an organisation Understand continuous improvement in an organisation Problem Solving & Making Decisions Know how to describe a problem, its nature, scope and impact Know how to gather and interpret information to solve a problem Know how to solve a problem Know how to plan the implementation and communication of decisions Managing Performance Know how to manage performance Planning to Work Efficiently Know how to plan work Understand the importance of efficiency and effectiveness to achieve objectives Effective Meetings for Managers Know how to manage and contribute to a meeting Achieving Objectives Through Time Management Know how to use effective time management to prioritise and achieve objectives For further details, please contact David Craddock on or david.craddock@tsw.co.uk

11 Page11 Managing Projects Know how to manage a simple workplace project Understand the costs and benefits resulting from a workplace project Working with Costs & Budgets Know how to work a budget Understand costs within an organisation Managing Conflict & Stress in the Workplace Understand how to manage own stress and minimise stress in others Know how to support individuals in the team Please note: It is necessary that you will be available to attend each of the 8 Workshop dates that make up the Programme please contact TSW to confirm your availability for each Workshop before booking. For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

12 Institute of Leadership and Management (ILM) Level 5 Certificate in Management (State-of-the-art Blended elearning approach) The Qualification: The TSW ILM Certificate in Management is designed to give practising or aspiring middle managers a solid foundation of development in their role. The Certificate develops a comprehensive range of middle management skills, assisting delegates to gain the knowledge required at this level. Method of Delivery: The TSW ILM Level 5 Certificate Programme is delivered through a combination of direct delivery of the following 9 Workshops, one half-day Group Tutorial and self-study elearning: 1 Understanding the Management Role 2 Developing the Reflective Manager 3 Managing Improvement 4 Making a Financial Case 5 Leading Innovation & Change (Day 1) 6 Leading Innovation & Change (Day 2) 7 Communications in Management 8 Leading Teams 9 Managing Stress & Conflict in Organisations An integral part of the TSW blended learning approach to the qualification is access to the TSW HRD Online internet-based resource materials. Use of TSW HRD Online will provide you with access to computer-based learning materials that will be needed to supplement the work covered at the Workshops. Please note, it will be important for you to have access to the internet during times you plan to study towards this qualification. What s Involved: In order to achieve the qualification, you will need to submit 5 work-based Assignment ( words). You will be expected to complete these between each Workshop as the programme is rolled out. In addition you will need to submit an Improvement Report ( words) within 6 weeks after the final Workshop. Learning Outcomes: Understanding the Management Role Understand the organisation s purpose, stakeholders, structure and functional areas and managerial roles Understand the responsibilities of middle managers in enabling an organisation to achieve its goals Understand the how communication and interpersonal relationships affect managerial performance For further details, please contact David Craddock on or david.craddock@tsw.co.uk

13 Page13 Evaluate personal development opportunities to improve Developing the Reflective Manager Analyse and review feedback to support personal development Reflect on own development needs Communicate complex information in diverse written formats Solve a problem using a creative techniques problem Managing Improvement Evaluate the effectiveness of the organisation and of self in managing and improving quality to meet customer requirements Plan to meet and if possible exceed customer requirement Making a Financial Case Understand cost behaviour Make a financial case and present the findings Leading Innovation & Change Innovate and improve areas within an organisation Lead and manage change within an organisation Communications in Management Understand communication theories, concepts and practices Communicate effectively in writing Leading Teams Evaluate the effectiveness of the organisation and of self in managing individuals to achieve organisational goals and objectives Develop and lead teams Managing Stress & Conflict in Organisations Evaluate the effectiveness of the organisation and of self in recognising workplace stress and in providing the necessary support Evaluate the effectiveness of the organisation and of self in recognising people problems and addressing them Please note: It is necessary that you will be available to attend each of the 9 Workshop dates that make up the Programme please contact TSW to confirm your availability for each Workshop before booking. For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

14 Institute of Leadership and Management (ILM) Level 5 Diploma in Management (State-of-the-art Blended elearning approach) The Qualification: The TSW ILM Diploma in Management is designed to give practising or aspiring middle managers a solid foundation of development in their role. The Diploma develops a comprehensive range of middle management skills, assisting delegates to gain the knowledge required at this level. Method of Delivery: The TSW ILM Level 5 Diploma Programme is delivered through a combination of direct delivery of the following 12 Workshops, two half-day Group Tutorials and self-study elearning: 1 Understanding the Management Role 2 Developing the Reflective Manager & the Manager as a Critical Thinker 3 Managing Improvement 4 Leading Innovation & Change (Day 1) 5 Leading Innovation & Change (Day 2) 6 Becoming an Effective Leader 7 Leading Teams 8 Making a Financial Case 9 Managing Meetings 10 Communications in Management 11 Managing Projects in Organisations 12 Managing Stress & Conflict in Organisations An integral part of the TSW blended learning approach to the qualification is access to the TSW HRD Online internet-based resource materials. Use of TSW HRD Online will provide you with access to computer-based learning materials that will be needed to supplement the work covered at the Workshops. Please note, it will be important for you to have access to the internet during times you plan to study towards this qualification. For further details, please contact David Craddock on or david.craddock@tsw.co.uk

15 Page15 What s Involved: In order to achieve the qualification, you will need to submit a work-based Assignment for each of the Workshop topics ( words). You will be expected to complete these between each Workshop as the programme is rolled out. In addition you will need to submit an Improvement Report ( words) and an Innovation Report ( words) within 6 weeks after the final Workshop. Learning Outcomes: Understanding the Management Role Understand the organisation s purpose, stakeholders, structure and functional areas and managerial roles Understand the responsibilities of middle managers in enabling an organisation to achieve its goals Understand the how communication and interpersonal relationships affect managerial performance Evaluate personal development opportunities to improve Developing the Reflective Manager Analyse and review feedback to support personal development Reflect on own development needs Communicate complex information in diverse written formats Solve a problem using a creative techniques problem The Manager as a Critical Thinker Examine the validity and appropriateness of theories and practices to inform effective management and leadership practice Critically review own beliefs, attitudes and value systems Managing Improvement Evaluate the effectiveness of the organisation and of self in managing and improving quality to meet customer requirements Plan to meet and if possible exceed customer requirement Leading Innovation & Change Innovate and improve areas within an organisation Lead and manage change within an organisation Becoming an Effective Leader Evaluate own ability to fulfil key responsibilities of the leadership role Evaluate own awareness of emotions in shaping performance Evaluate own ability to set direction and to gain commitment of others For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

16 Leading Teams Evaluate the effectiveness of the organisation and of self in managing individuals to achieve organisational goals and objectives Develop and lead teams Making a Financial Case Understand cost behaviour Make a financial case and present the findings Managing Meetings Understand the purpose of and preparation required prior to a meeting Chair/lead a meeting within an organisation Develop a negotiating strategy in an organisation Communications in Management Understand communication theories, concepts and practices Communicate effectively in writing Managing Projects in Organisations Plan, communicate, conduct, monitor and evaluate a project n an organisation Evaluate own ability to manage a project Managing Stress & Conflict in Organisations Evaluate the effectiveness of the organisation and of self in recognising workplace stress and in providing the necessary support Evaluate the effectiveness of the organisation and of self in recognising people problems and addressing them Please note: It is necessary that you will be available to attend each of the 12 Workshop dates that make up the Programme please contact TSW to confirm your availability for each Workshop before booking. For further details, please contact David Craddock on or david.craddock@tsw.co.uk

17 Page17 Institute of Leadership and Management (ILM) Level 2 Award in Introduction to Business Improvement The Qualification: The TSW ILM Level 2 Award in Business Improvement is designed to give practising team leaders a solid foundation for their formal development, and in particular to gain basic knowledge of business improvement techniques and business improvement skills. This qualification has been specifically designed to provide you with opportunities to increase your knowledge and understanding of business improvement principles, as well as introduce you to a wide range of tools and techniques you will be able to apply in the workplace. Method of Delivery: The TSW ILM Level 2 Award is delivered over the following 5 workshops: 1 Understanding health and safety in the workplace 2 Using information for action & achieving objectives in the workplace 3 Understanding methods of communication & effective team working in the workplace 4 Business improvement techniques 5 Satisfying customer requirements These workshops will provide you with the underpinning knowledge for each topic and will be highly participative incorporating trainer input, group discussion and analysis, individual team exercises and activities, case studies and handout materials. Included within the delivery schedule will be an initial Induction session and a group Tutorial, designed to provide you with opportunities to discuss you progress and to receive guidance and feedback on your learning. What s Involved: In order to achieve the qualification, in addition to your attendance at the workshops, you will need to submit one work-based Assignment ( words). You will be encouraged to submit this piece of work soon after the final workshop. The Assignment will involve the practical application of the topics covered and provide an opportunity to select a topic in your own area at work, where you can identify possible improvement. Learning Outcomes: Understanding health and safety in the workplace Understand responsibilities for health and safety For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

18 Using information for action & achieving objectives in the workplace Know how to use information for action Now how to set, prioritise and monitor SMART objectives Understanding methods of communication & effective team working in the workplace Understand methods of communicating effectively in the workplace Understand effective team working Business improvement techniques Understand the importance of quality and achieving continuous improvement at work Know how to use business improvement techniques and tools to continuously improve the workplace Understand the principles of cost/benefit analysis Satisfying customer requirements Know how to satisfy customer requirements Please note: It will be necessary for you to attend each of the 5 workshops that make up the qualification so please contact TSW to confirm your availability for each workshop date before booking. For further details, please contact David Craddock on or david.craddock@tsw.co.uk

19 Page19 Core Skills for Team Leaders 2-Day Programme Programme Overview This programme is designed for staff who are either newly appointed to a Team Leader role and recognise the need to strengthen their managerial and people skills, or members of staff who have been in the role for a period of time but have received no formal training. This programme challenges you to consider how effective you are in managing people. Who should attend: All Team Leaders who are new to this role, or Team Leaders requiring the core skills of management. Programme Objectives: To enable delegates to develop greater awareness of their own style of interacting with others. To encourage delegates to critically analyse how they manage people and the overall effect this has within the organisation. Day One Roles and Responsibilities Clarify the responsibilities and authorities for the Team Leader. Look at the different aspects of the role and identify the individuals strengths and development areas Introduction to Leadership and Team-working. Understand your own leadership style and the different models of leadership. Look at how different team members are influenced in different ways This module includes a practical exercise to highlight leadership actions and to develop a checklist of essential parts of the job Effective team working and utilisation of people s strengths Day Two Review of Communication Systems Identify your own organisations systems and methods of communicating. Understand how communication flows and overcoming misunderstandings For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

20 How to pass on information to aid efficiency and effectiveness How to managing Meetings effectively Motivation To discuss established theories of motivation and job satisfaction, and also look at ways of improving within your team Health and Safety Gain an understanding of what your responsibilities are as a Team Leader under Health and Safety Law For further details, please contact David Craddock on or david.craddock@tsw.co.uk

21 Page21 Programme Overview Coaching for Success 2-Day Programme Coaching is increasing in popularity as a technique that can be tailored to assist individuals in achieving their unique goals. This course will provide you with an understanding of how and when to use this powerful process as well as developing the knowledge and skills you need to become an effective coach. This course will develop you knowledge of the coaching process and the skilled helper model, in addition to developing the skills you require to become an effective coach. Designed for: Individuals and/ or managers who wish to develop their knowledge and skills of coaching, in order to use this technique to assist their staff or other individuals in their future development. Objectives By the End of this course you will: Define what coaching is and what the benefits of coaching are Identify the key competencies required to be an effective coach Recognise the issues that need to be discussed and agreed with the client as part of the coaching contract Develop your listening, questioning and feedback skills Recognise the importance of values, self esteem, beliefs and perceptions to the coaching process Demonstrate how to apply the different stages of the skilled helper model to the coaching process Know how to use a range of tools and techniques to assist the client in moving forward and in making effective decisions Method The course will use a structured series of lively and interesting exercises and activities to gradually develop understanding, confidence and capability in a supportive environment. For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

22 Introduction to Management 3-Day Programme Overview This three-day course is designed for newly appointed managers to learn and develop effective management skills that are essential in the workplace. Throughout the course you will discuss and test different management theories, practices and concepts, which will relate to your work and your teams. The course combines pre-course work, trainer led discussions, theory, group exercises, questionnaires, some homework and experiential learning to ensure full group involvement and understanding. Designed for: Individuals who have been recently promoted or recruited to a managerial role. To provide a clear understanding of the roles and responsibilities of a manager, and develop the relevant skills to perform effectively and efficiently in this role. Objectives By the end of this course you will: Describe what is required of managers in the workplace Relate management theories, concepts and principles to your work and your team Develop good communication skills Understand your role in staff learning and development Recognise the importance of motivation for yourself and the team Know how to delegate successfully Develop problem solving and decision making techniques Develop planning techniques Effectively manage time Understand organisational culture and how to manage change Understand the importance of team building Develop a Personal Action Plan for use on return to the workplace Method The course will present you with a series of concepts and best practice management ideas along with opportunities to reflect on, discuss and put into practice those ideas. For further details, please contact David Craddock on or david.craddock@tsw.co.uk

23 Page23 Conducting a Performance Review 1-Day Programme Overview Performance management and reviews focus on obtaining results from people not merely judging them! It requires the skills of directing work, recognizing and rewarding, discovering employee concerns to offer and receive feedback and hopefully to increase employee job satisfaction. As part of performance management, such reviews are future related, they require open communication, trust and respect from both parties to build and develop the working relationship. Designed for: People managers at all levels (eg Team Leaders, Supervisors and Departmental Managers) that are required to conduct performance management reviews and wish to update their existing skills and knowledge levels in line with current best practice. By the end of this course you will be able to: Understand the importance and mechanics of a range performance management processes Conduct reviews Set SMART objectives Appreciate the levels of interpersonal skills and behaviors required to plan, prepare and Conduct a successful review meeting Explain the key stages of a performance review meeting Demonstrate the key relationship building skills and give and receive constructive feedback Identify suitable development opportunities for your staff Practice your skills in a review situation Method Trainer led session with group practical workshop activities and input, best practice techniques and constructive feedback facilitation, as well as time for reflection and personal action planning. For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

24 Managing Performance Improvement 1-Day Programme Overview Managing poor or under performance is best achieved through continuing dialogue and feedback between managers and employees which clarifies exactly WHAT is expected from employees as well as HOW and WHEN it is to be achieved. This workshop promotes current best practices in managing the process of improvement in staff performance, how you can manage behaviors to handle poor performance and agree action plans for improvement to achieve required standards. Designed for: People managers at all levels (eg Team Leaders, Supervisors and Departmental Managers) that have a responsibility for motivating and managing staff who wish to increase their skills and confidence in better managing improvement in staff performance. By the end of this course you will be able to: understand the key principles of performance management as part of involving, supporting and coaching job holders appreciate how to work with job holders to create performance plans that deliver organizational goals ensure plans commit to the level of support provided by the managers and development required to meet each individuals needs develop a range of questioning and listening techniques to handle challenging behaviors during a discussion be aware of how, when and why to offer constructive feedback to maintain the working relationship recognizing poor or under performance key steps to take exploring the consequences of continuing on-going under performance with the jobholder discussing performance improvement offering coaching and support, agreeing action plans Method Trainer led session with group practical workshop activities and input, best practice techniques and constructive feedback facilitation, as well as enabling you to discuss performance improvement and address issues openly and supportively. For further details, please contact David Craddock on or david.craddock@tsw.co.uk

25 Page25 Motivational Techniques for Managers 1-Day Programme Overview This course will give managers an understanding of what motivation is and how it works. You will develop knowledge and understanding of self motivation and motivating others by considering a selection of motivation methods. Designed for: This course is designed for practicing managers who are responsible for motivating and developing staff. By the end of this course you will: Understand what motivation is and how it works. Understand how we feel when we are de-motivated Be able to briefly outline classic motivation theories and what they really mean Understand that different people are motivated by different things (inter-personal motivation) Be able to explain how to apply a recognised theory of motivation to people in your workplace Understand motivation techniques Be able to review whether we help or hinder motivation within your workplace Be able to prepare an action plan to apply the course material in your workplace Method Learning will take place in a safe and supportive environment and you will learn by group discussion and various practical exercises. For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

26 Customer Service & Complaint Handling Skills 1-Day Programme Overview Superior customer service skills are fast becoming one of the major differentiators for organisations in how they can add value to their products or services. Do you face any of these issues? Do your customers regularly take their frustration out on front line staff Do front line staff find it difficult when dealing with certain situations and people Would you like to be able to manage customer clients more effectively and understand how to use them as relationship building opportunities If you rang your organisation as a customer would you be concerned at the level of customer service/support you received Performance Objectives: Know how first impressions are formed and what you can do to improve them Clarify what people expect as a basic right when they are customers Define the nature of complaints and learn how to become skilled at managing them Learn how to deal with difficult people over the telephone and face to face Primary Competencies Developed: Assertiveness Managing conflict Customer service skills Overview Customer s rights and standards What do you expect when you are a customer How do you feel when you re expectations are not met How your organisation rates as a service provider Looking at customer perceptions and the part you play in forming that perception For further details, please contact David Craddock on or david.craddock@tsw.co.uk

27 Page27 Building good communication skills Developing more skills in how you question the customer to gain the necessary information How to use effective listening skills to build rapport Building longer term relationships with the customer Tips and techniques for handling telephone enquiries Clarifying best practice, do s and don ts Projecting a positive image of the organisation Dealing with difficult customers How to be assertive but still remain courteous Understand how to diffuse angry customers How to make complaints a productive process for your organisation Action planning What will I commit to do more of/less of to improve my level of customer service when I return to work? For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

28 Effective Communication Skills 1-Day Programme Overview This course will help you develop your communication skills in order to increase your effectiveness at work. It is aimed to help you better understand how you relate to others by developing your awareness of the essential skills needed to improve your communication in the workplace. Designed For: All employees (managers and staff members) who wish to improve their communication skills. By the end of the course you will be able to: Be able to communicate more effectively with others through an increased awareness of various communication styles Be able to identify and apply effective communication strategies and techniques Understand the barriers to effective communication and how to overcome them Understand how to best target your communication energy to appropriate individuals, teams or departments for maximum benefit Raise your awareness of the importance of networking skills in communication in order to increase impact and maximize corporation Method This course will use a structured series of lively and interesting exercises and practical skills activities to gradually develop understanding, confidence and capability in a supporting environment For further details, please contact David Craddock on or david.craddock@tsw.co.uk

29 Page29 Dealing with Difficult Situations & Managing Conflict 2-Day Programme When differences between staff are not fully understood the results can have a serious impact on the business, both in terms of financial and relationship costs. In this 2-day workshop, delegates will learn the fundamental skills and behaviours for successfully managing and dealing with a range of conflict situations. Do you face any of these issues? Do discussions in your organisation often turn into personal attacks if they are not resolved quickly? Do you tend to avoid difficult situations and people if you think conflict may arise? Are you likely to become frustrated and stressed by not being able to confidently deal with a difficult situation? Performance Objectives: To be able to deal with conflict as a process Reduce the negative effects of not being able to deal with conflict To help others in the workplace also deal more effectively with conflict Primary Competencies Developed: Managing conflict Communication skills Assertiveness Self Awareness Programme Overview: Defining conflict and its cause Syndicate group discussion Presentation to plenary Chance or Choice Learning about the conflict process Using resist, retreat and resolve tactics Identifying causes of anger and how to diffuse it Identify the causes of anger How to relate to what the individual wants The do s and don ts of defusing anger For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

30 Assertiveness when dealing with conflict The key areas of assertiveness The behaviours required to be assertive Conflict Management Scenarios In groups of approximately 3 delegates Review in plenary Re-cap and Review Workshop Evaluation For further details, please contact David Craddock on or david.craddock@tsw.co.uk

31 Page31 Time & Priority Management 1-Day Programme Do you find yourself with more to do in less time each day? This programme will help you to regain control by learning to prioritise, plan, delegate and to use practical aids to manage your time. You will begin to achieve set deadlines and get better results. Who should attend? All staff up to and including Team Leaders and Supervisory level. Programme Objectives: To identify time wasting activity To explore time saving techniques To plan work effectively To reduce interruptions To understand your time management style and its impact on how effective you are Programme Overview: Time Saving Techniques Using Action Lists, bring forward file system and paperwork reduction. Delegation Being able to delegate tasks, accepting tasks and avoiding procrastination. Controlling the Telephone Controlling incoming calls, managing outgoing calls and using voice mail to your advantage. Planning / Scheduling Skills Prioritising tasks, organising your work and dealing with correspondence. For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

32 Professional Presentation Skills 2-Day Programme Overview This course will provide you with the knowledge and understanding required to plan, prepare and deliver effective presentations within the workplace. Designed for All individuals who wish to improve their presentation skills and develop their interaction abilities in front of an audience. By the end of the course you will: Clearly identify the key objectives of a presentation Know what makes a good/bad presentation Plan effectively for a presentation Use tools and techniques to generate relevant content of a presentation Develop an introduction, main body and conclusion of a presentation Prepare effective notes for a presentation Use visual aids for maximum impact Perform effectively, look and speak confidently Use techniques for managing your nerves Involve the audience and handle questions effectively Confront and overcome difficult situations Deliver a presentation with personal impact Method This course will use a structured series of lively and interesting exercises and practical skills activities. You will have the opportunity to explore a range of techniques and actively demonstrate newly learnt skills at the course. For further details, please contact David Craddock on or david.craddock@tsw.co.uk

33 Page33 Introduction to Emotional Intelligence 1-Day Programme Overview Emotional Intelligence Quotient (EQ) is the skill of understanding and managing others. It is a behavioural model of the understanding of the goals, intentions, responses and behaviour of yourself and others. It is also the understanding of how to make the most of your relationships to achieve improved results. This workshop will explore Emotional Intelligence concepts and its uses in professional and personal life. Designed for: Managers who wish to develop their interpersonal and intrapersonal skills. Staff involved in sales, customer relations and customer service. Human Resources professionals, particularly for those involved in job profiling, recruitment and selection. EQ is invaluable in the workplace for the development of motivational skills, recognising the benefits of everyone being different and for improving relations within your team. By the end of this course you will: Appreciate the difference between EQ and IQ Understanding the benefits of using EQ in business to motivate yourself and others. Know how to apply EQ techniques in the workplace Able to identify different styles and values, and gain rapport Understand internal and external motivation styles, and how to work with each Know how to motivate others by recognising different styles Recognising how to use everyone s strengths to the best advantage. Modelling emotionally intelligent behaviour, and identifying limiting beliefs. Method This course will use a structured series of lively and interesting exercises and practical skills activities to gradually develop understanding, confidence and capability in a supporting environment. For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

34 Introduction to Neuro Linguistic Programming (NLP) 1-Day Programme Overview NLP is the study of how mind, body, and language interact. This course explores how NLP techniques can be used in working life to increase behavioural choice and how to further develop these skills. Designed for: All employees (managers and staff members) who want to achieve greater success by developing their communication skills with their team at work, their clients, and also in their personal life. NLP is used to build teams, to recognise talents in yourself and others, confidence building, and planning for success. By the end of this course you will: Understand how NLP began, and evolved. Identify your own personal style, and understand how to identify the style of others. Understand the importance of body language. Learn how to create rapport, both in business and personal life. The importance of the language we use in creating our future, by studying the words we use and our own limiting beliefs. Setting well formed outcomes, and a simple test to use to check our outcomes are well formed. Method This course will use a structured series of lively and interesting exercises and practical skills activities to gradually develop understanding, confidence and capability in a supporting environment. For further details, please contact David Craddock on or david.craddock@tsw.co.uk

35 Page35 Project Management 2-Day Programme More people are getting involved in projects, both large and small. Increasingly these projects are carried out over and above the normal workload. As a consequence some projects may take longer than desired. Whatever the size or scale of the project, there are several tools of the trade which can be employed to ensure their success. Who Is It For? Anybody who has an involvement in projects, large or small, either as a manager or a team member. What Will Happen On The Course? Through discussion, lecture and exercises, the course will take people through the different stages of successfully implementing a project. Also considered will be a wide range of issues that could constraint project success and how to deal with them. The course will be based on PRINCE2 methodology, as it represents best practice in the management of projects. At the end of the course participants will be able to: Define and set project objectives Allocate work of the project into phases Appraise financial viability of projects Plan and schedule project activities Progress and control projects Management By No Surprises Introduction - Projects, The mark of Business Success A structured approach to Project Management What causes failure? Project Phases Dealing with the life cycle Organising for project success People and Projects Stakeholders (Who has an interest?) Nobody s Perfect - but we need a team For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

36 The Project Manager Managing the Stakeholders Managing the Life Cycle Managing Performance Managing the Objectives Scope Definition Setting the Organisation Managing Quality Managing cost Managing time Managing Risk Deciding What to Do Work Breakdown Structures Strategies for Contracts Deciding When To do It Network Analysis Keeping It Under Control Resourcing Allocating work Monitoring and control Completion Finalisation and closeout For further details, please contact David Craddock on or

37 Page37 Advanced Project Management 2-Day Programme Overview The course is experiential in nature. As well as being given the theory on how things should work, you also get to put that into practise using a business simulation. The course covers the four basic steps of Project Management: Initiation, Planning, Execution and Closure. During each taught session advanced skills, techniques and tools will be used that will enable you to take your projects further. Designed for: This course is designed for those who are either actively involved with project management, who will be in the near future, have had previous experience of project management or have attended our Introduction to Project Management course. By the end of this course you will be able to: Carry out Project Definition Workshops Use Forced Pairs, PESTLE and SWOT analysis Look at Risk and Issues differently Manage negotiation processes (PIN triangle, IFR technique, Communication Skills) Carry out Stakeholder Analysis with the emphasis on managing difficult stakeholders (understand where stakeholders fit and strategies to deal with them) Understand Work Breakdown Structures (WBS) and how to use them effectively to accurately estimate the cost, effort, resources and duration of your projects (Estimating tools and techniques) Use Network diagrams to help you to plan sequential and parallel tasks Use Critical Path Analysis (PERT analysis, Activity on Node and Activity on Line) Understand how to use Financial planning to help you manage the benefits of your projects (introduction to IRR, DCF and NPV) Method This course is based on a realistic business simulation that delegates will use throughout the two days. For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

38 Advanced Train the Trainer 2-Day Programme Overview This course will build on your existing trainer skills and will support you with the development of your skills to the next level. During the course we will look at the steps required to move into the more challenging areas of training. These areas will include developing facilitation skills and understanding group dynamics and behaviours. Designed for: All experienced trainers who want to enhance and develop their training skills to the next level. By the end of this course you will: Further explore your understanding of the importance of effective communication skills in the learning process Further develop your presentation skills through practical exercises Develop your facilitation skills through understanding group processes Improve your understanding of the behaviours that influence group dynamics Understand how to lead and control effective group discussions Deliver a group training session and receive feedback to support your development Understand what steps you need to take to improve your delivery style supported with a development plan Method This course will use a structured series of lively and interesting exercises and practical skills activities including the use of video feedback. You will have the opportunity to explore a range of techniques and actively demonstrate newly learnt skills at the course. For further details, please contact David Craddock on or david.craddock@tsw.co.uk

39 Page39 Improve Assertiveness 1-Day Programme This workshop aims to develop the skills necessary for individuals to feel comfortable with becoming more assertive. Once people understand the impact they have on others, this valued information can be used to improve performance. Who should attend? All employees who feel they could achieve more by developing their assertiveness skills, plus improving areas of self awareness, decision making, anticipating difficulties and resolving conflict. Programme Objectives: Identify a personal style that is positive and straightforward, rather than aggressive or submissive. Have examined their own personal style so that they may understand their own behaviour and identify areas where improvements can be made. Give and receive criticism in a constructive way. Employ constructive behaviour in the face of negative attitudes. Have practised assertiveness in situations, which involve confrontation. Approach problems in different ways and thus, be more productive Enhance effective communications with others Programme Overview: Clarifying the different behaviours and what benefits there are in each behaviour Understanding what drives our behaviour Defining why some people are naturally more assertive than others Recognising Various Communication Styles Aggressive Non-Assertive/Submissive/Passive Assertive Improving Working Relationships Looking at the impact of increasing awareness regarding communication styles Interacting and managing others and handling misunderstandings and conflict Understanding Assertiveness and Communication with Others Seeing to understand Active listening and questioning techniques Getting more co-operation Dealing with difficult situations Giving and receiving constructive feedback For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

40 Video The Art of Straight Talking Skill Practice Session Delegates practice new assertive behaviours and discuss how easy it is to develop greater assertiveness For further details, please contact David Craddock on or

41 Page41 Effective Negotiation Skills 1-Day Programme Often employees within flattened, high involvement organisations are charged with participation on various initiatives. This workshop focuses on the crucial role of influence in getting others to both listen and respect your contribution. This is often undertaken without necessary authority over the people they have to influence. Do you face any of these issues? Do you regularly have to convince others with your opinion In your role do you have to adopt persuasion techniques to get people to do things Do you know how to win people over when encountering resistance to suggestions and plans Performance Objectives: Increase acceptance of ideas and ensure involvement of others Feel more confident in making suggestions for improvement Implement new ideas more efficiently Enhance personal reputation as strong contributors Primary Competencies: Gaining commitment Communication skills Building commitment Programme Overview: The basics of influencing and persuading people The challenges facing us and what effective influencing looks like Identifying examples of where delegates have failed to exert sufficient influence in the past Clarifying the benefits of using a range of influencing techniques Influence, Planning and Negotiation Using the influence planning and negotiation tools to establish objectives and appropriate strategies Communication Strategies Building rapport and understanding our basic representative structures Discussing communication through the transaction analysis model Controlling behaviours and effective responses Skill Practice Process A video case study shows a positive model of an influencing discussion. Delegates then prepare and conduct skill practice using the techniques discussed For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

42 Applying Skills on the Job Delegates prepare for an upcoming on-the-job opportunity to practice some of the influencing techniques learnt. For further details, please contact David Craddock on or

43 Page43 Interviewing For Recruitment 2-Day Programme Overview This course will help you develop your interviewing skills and to improve your effectiveness as an interviewer. You will become more confident when interviewing and selecting new team members and able to identify related strengths and areas for improvement. Designed for: All new or existing members of staff who are responsible for conducting interviews within the recruitment process. By the end of this course you will be able to: Be able to fully understand the role of interviewing in the recruitment process. Appreciate the applicable legislation requirements relating to the interview process (particularly around discrimination and data protection). Understand the role of Job Descriptions, Person Specifications and Competencies in the recruitment process. Be able to ensure that the planning of appropriate interview questions will explore accurately the candidate s ability to demonstrate the requirements of the job. Able to use best practice methods of observing, recording, classifying and evaluating evidence as a basis for decision making. This course will use a structured series of lively and interesting exercises and practical skills activities. You will have the opportunity to explore a range of techniques and actively demonstrate newly learnt skills at the course. For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

44 Introduction to Employment Law 1-Day Programme Overview UK employment legislation is constantly changing and becoming increasingly complex. If you are responsible for managing people, it is vital that you maintain an up-to-date working knowledge of the subject matter in order to minimise any unnecessary business risk and potentially costly tribunal claims. Designed for: This course is designed to give practicing people managers and HR practitioners an introduction to current employment legislation. By the end of this course you will be able to: Explain the contract of employment and how it can be changed Outline the rights and duties owed between employers and employees Identify the main legislation affecting the employment of staff Understand the difference between conduct and capability Manage performance and absence lawfully Work to current disciplinary and grievance procedures Describe the legal aspects of dismissal Know where to go for help and support Method A proactive approach to this subject will be encouraged using small team discussions, case studies and practical exercises in order to pool ideas, knowledge and best practice experience. For further details, please contact David Craddock on or david.craddock@tsw.co.uk

45 Page45 Introduction to Marketing 1-Day programme Overview This course will provide you with the principles of marketing and business development, how and when to apply them and support in the development of a marketing strategy for key stakeholders and new markets. Designed for: This event is for those who want a comprehensive understanding of marketing their organisation, service or product. Ideal for those who perform, or who are about to perform, a marketing role and have had no previous experience or training. By the end of this course you will have A comprehensive awareness of the basic strategies, principles and tools of marketing. An understanding of which tools are most appropriate for the needs of the company, market and product. Identifying the Unique Selling Point (USP) of your business and marketing key stakeholders and new markets. The ability to apply an analytical process to promote the company, market and product organisation. The skills to produce a basic marketing timetable that participants can use as a framework for future marketing and business development activities for the organisation. Method Key aspects of marketing are covered in an exciting and interactive way with tutor led sessions, practical exercises and challenging case studies. For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

46 Telephone Management Skills 1-Day programme Overview Are you equipped and trained to ensure every customer feels valued or are you finding those vital relationships slipping through your fingers? The telephone can be a quick and effective resource to help build profitable and long lasting relationships. It is a vital tool not only in promoting your business but for customer retention too. You will learn on this course how to enhance your telephone skills and better understand the qualities that make an excellent call handler. Designed for: All staff who wish to enhance their telephone handling skills. By the end of this course you will be able to: Smile over the phone Project a professional image and build rapport Explore Active Listening and response techniques Develop effective questioning and summarising skills Become effective in Managing the Call Deal with complaints effectively Handling conflict and difficult customers Method This course uses a structured series of lively and interesting case studies, exercises and practical skills activities that will reinforce your learning. For further details, please contact David Craddock on or david.craddock@tsw.co.uk

47 Page47 CIEH Professional Train the Trainer Certificate 3-Day Programme Overview This is an essential qualification for anyone wishing to become a trainer. It extends basic training techniques by encouraging a dynamic and flexible approach to training delivery, taking into account some of the recent advances in accelerated learning and Neurolinguistic Programming (NLP). Delivering new skills and techniques over a short period (typically 3 to 4 days), the programme is fairly demanding but highly effective. Designed for: This qualification is ideal for anyone who has never delivered training before or for trainers who want to reinvigorate their training skills. The qualification is also recommended as the ideal entry requirement to becoming a trainer. Subjects covered: Training needs and objectives Learning styles and preferences Training skills Training structure and design Training styles and communication Training assessment The qualification will enable successful candidates to understand and put into practice the following: How training can best be delivered to secure effective learning How to structure and design training sessions How to make training sessions interesting, stimulating and relevant Assessment Candidates are assessed on their design and delivery of a short training session which they are required to deliver to other members of the group. For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

48 Successful Selling Techniques 2-Day Programme Overview This course will enhance your people skills and help maximise your performance no matter what your organisation s product or service. In addition, your attendance on this course will help improve your ability to build relationships with your customers in order to generate increasing sales. Designed for: All sales professionals who want to enhance their selling skills and performance. By the end of this course you will: Understand how to stay positive and keep motivated. Introduce a methodical and effective sales process including preparation, planning and managing your time effectively. Know how to establish customers needs and wants through effective questioning. Understand how to link needs and wants to specific products and services. Clearly identify the specific features and benefits of your products or services. Know how to effectively build rapport with your customer. Understand how to overcome objections. Know how to gain commitment and follow through after the sale has been made. Method This course will use a structured series of lively and interesting exercises and practical skills activities. You will have the opportunity to explore a range of techniques and actively demonstrate newly learnt skills at the course. For further details, please contact David Craddock on or david.craddock@tsw.co.uk

49 Page49 Conflict Management 2-Day Programme When differences between staff are not fully understood the results can have a serious impact on the business, both in terms of financial and relationship costs. In this 2-day workshop, delegates will learn the fundamental skills and behaviours for successfully managing and dealing with a range of conflict situations. Do you face any of these issues? Do discussions in your organisation often turn into personal attacks if they are not resolved quickly? Do you tend to avoid difficult situations and people if you think conflict may arise? Are you likely to become frustrated and stressed by not being able to confidently deal with a difficult situation? Performance Objectives: To be able to deal with conflict as a process Reduce the negative effects of not being able to deal with conflict To help others in the workplace also deal more effectively with conflict Primary Competencies Developed: Managing conflict Communication skills Assertiveness Self Awareness PROGRAMME OVERVIEW: Defining conflict and its cause Syndicate group discussion Presentation to plenary Chance or Choice Learning about the conflict process Using resist, retreat and resolve tactics Identifying causes of anger and how to diffuse it Identify the causes of anger How to relate to what the individual wants The do s and don ts of defusing anger For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

50 Assertiveness when dealing with conflict The key areas of assertiveness The behaviours required to be assertive Conflict Management Scenarios In groups of approximately 3 delegates Review in plenary Re-cap and Review Workshop Evaluation For further details, please contact David Craddock on or david.craddock@tsw.co.uk

51 Page51 IRCA Internal Auditing 2-Day Programme IRCA certified training represents an industry-accepted benchmark qualifications for professionals involved in the development, implementation of management systems. Designed for delegates requiring the basic skills necessary to audit areas of their own organisations management systems. Programme Overview: Day One Objectives and Structure: Objective Structure Ground Rules Auditor criteria Quality and quality standards: Evolution of quality management The quality system ISO 9000 The quality system standard Quality system certification Benefits of quality assurance Maintenance of the system Types of audit: Audit types ISO 9000 and audits Audit cycle Audit objective The auditor: Qualifications Behaviour Communication What prevents accurate communication What promotes accurate communication Audit techniques Day Two Audit procedure: Annual schedule Check Lists Professional Standards Reports Corrective Action Follow-Up Managing the programme: Auditor Group Auditor Performance Operational factors Management review: Objectives Audit findings Corrective action Effective auditing Objective Check list preparation Conduct of the audit Reports Corrective action Follow-up Close Programme Benefits: Supports the development and promotion of good quality training and best practice Provides an internal benchmark for excellence in auditing performance and training To develop the skills necessary to plan an internal audit To develop checklists To carry out an audit and report the finding To manage the audit programme For further details, please contact Gareth Harris on or

52 IRCA ISO 9000 Quality Auditor/Lead Auditor (A17059) Overview 5-Day Programme * *In Association with certified course holder managing for Quality Ltd This course is designed for trained auditors who can already apply audit methodology and techniques plus manage and lead an audit team effectively. The focus of the course is to train participants in auditing for compliance against ISO 9001 and against documented systems, it is important that auditors are able to evaluate systems effectiveness and to identify potential improvements. The unique structure of our audit case studies, which allow live auditing, facilitates the development of the skills needed to identify potential system improvements. Successful completion of the course will only satisfy the training element of any IRCA auditor certification scheme. Day One Introduction and Objectives IRCA registration scheme Quality Management Overview Group work & Quality Principles ISO 9001:2000 Group Work, Process Management Group work, ISO 9001:2000 requirements Day Two Audit planning Group audit Audit preparation Group Work Conducting an audit Video case study Group work, audit preparation Day Three Audit case study briefing Group work Review specimen exam Day Four Audit findings preparation Nonconformity exercise Group work Audit closing meeting Day Five Trainer led revision session Examination Course Summary & close For further details, please contact David Craddock on or david.craddock@tsw.co.uk

53 Page53 Programme Benefits: The Training focuses on the key elements of ISO 9001: 2000, including process management, measurements and improvement. Training is highly practical and interactive. We use live audit sessions, not written case studies. The course is non-technical and is suitable for people from all backgrounds. Comprehensive notes package for each participant. Experienced and practicing IRCA registered Lead Auditors. We train auditors to contribute effectively to systems. For further details, please contact Gareth Harris on or

54 Environmental Management Systems Auditing 2-Day Programme Overview Environmental pollution is a huge concern throughout the world, and the pressure is growing for companies and organisations to be socially responsible as daily life can be affected and threatened if not controlled and abated. TSW offers companies and organisations the guidance and assistance in complying with environmental regulations and in assessing your environmental performance and how to develop sustainable solutions. To provide delegates with an understanding of environmental Management Systems Legislation and ISO 14001:2004 Standard Requirements. It also gives delegates an understanding of auditing Techniques and an opportunity to develop the necessary skills in preparing, conducting and reporting Environmental Audits. (Previous Quality Audit experience may be an advantage, but is not a requirement of this course, as auditing skills will be covered). Designed for: The course is aimed at those tasked with developing, implementing and auditing Environmental Management systems within their organisation. It is suitable for employees starting out and wishing to develop their knowledge and skills to a higher level. Programme Overview: Day One Introduction to Environmental Auditing Environmental Management Systems Identifying where you are on the path to Certification Environmental Legislation How to identify the legislation that effects you Carrying out Impacts analysis ISO14001: 2004 Environmental Management System Standard Requirements Characteristics of Good Auditors Auditor skills Questioning Skills Audit preparation Opening meeting/ Closing meeting For further details, please contact David Craddock on or david.craddock@tsw.co.uk

55 Page55 Day Two: Audit Preparation - Desk Top Study cont d Checklist Development Conducting the audit Non-compliances Reporting the audit findings Summary and discussion A live audit of a company s procedures can be incorporated when run on a client s site. For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

56 Managing Your Environment 1-Day Programme The need for employers to address environmental issues has never been greater. Increasing legislation and the changing needs of lenders, investors and insures are forcing them to focus on environmental performance. Employers that do this will be more efficient and may get more favourable rates for borrowing and insurance. This programme is designed to help managers to identify and manage the environmental effects of your businesses. Objectives This programme is designed to help you manage the environment within your organisation. Upon completion of this programme you will: Be aware of the different types of management systems Be able to compile your Environmental Policy & Objectives Be aware of how your company may have an impact on the environment Be aware of Environmental Auditing Programme Content: Introduction & Objectives Types of Environmental Management Systems How Environmental Performance can effect profit Environmental Auditing Environmental Legislation Action Planning Summary & Close For further details, please contact David Craddock on or

57 Page57 Environmental Awareness 1-Day Programme Introduction: The Environment is constantly changing. During 2006, 694 businesses and individuals were prosecuted for failing to comply with current Environmental Legislation. DON T BE CAUGHT OUT Designed for: All staff to become aware of the impact they can have, and the ways of reducing waste within any organisation. By the end of this course you will: Be aware of different types of management systems Understand the legal framework Be able to draft an impacts/aspects register Have up-to date Environmental Legislation knowledge Programme Content: Introductions and Objectives Types of Environmental Management System The role of an environmental policy Summary and close For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

58 Statistical Process Control 1-Day Programme Objectives To provide operators with a basic introduction to this Quality Improvement Tool To enable delegates to collect, plot and analyse data To provide users of S.P.C. with an understanding of this method of process monitoring and improvement. Content Introductions Development of S.P.C. Company Wide Quality Improvement Statistical Tools Collection of Data Activity Histograms Activity Tally Charts Activity Types and Causes of Process Variation Control Charts X-bar / Range chart Activity Attribute chart Activity Data Collection Activity Calculation of Control Activity Line Limits Plotting Data Activity Interpretation of Control Activity Charts. SPC Implementation. Closing summary. Learning objectives of the course: Learning points This practical course is designed as an introduction to users (operators) of Statistical Process Control where no previous knowledge of SPC is assumed. It is required that delegates have a basic level of competency in numerical skills and are able to use a calculator, although one of the course exercises is designed to enable delegates to become familiar with the calculators provided by the course instructor. For further details, please contact David Craddock on or david.craddock@tsw.co.uk

59 Page59 The course is designed to be simple and consequently does not include complicated mathematics, neither does it include the complicated issues of Standard Deviation and Laws of Probability, which in general, production and quality users of SPC do not use day to day. The course will cover both variable and attribute data and charting techniques. On completion of the course delegates will have a good understanding on why SPC data is collected, as a fundamental process improvement tool to enable the process use to take responsible improvement action based on the process data recorded, and not to simply fill out charts and file them because the customer expects it. In addition delegates will understand what the process picture is telling them and they will be able to understand the difference between customer specification limits and process control limits. Although not necessarily essential to the user they will be able to calculate and plot control line limits and spec limits on the SPC charts. For further details, please contact Gareth Harris on or gareth.harris@tsw.co.uk

60 Applying Workplace Organisation 5S / 5C Workshop 1-Day Programme Objectives To provide delegates with an insight into the Application of Workplace Organisation through the elimination of waste and implementation of 5S / 5C workplace principles. Content Introductions and objectives Overview of 5S / 5C Principles Relationship of 5S /5C to continuous Improvement Identifying the area of improvement and benchmarking the current situation whilst working with company health and safety guidelines Applying the 5S / 5C Principles Seiri Sort - Clear out Seiton Set in order - Configure Seiso Shine - Clean and check Seiketsu Standardise - Conformity Shitsuke Sustain - Customise Identifying where information tools, equipment are missing and how improvements can be made. Carrying out the red tag exercise. Performing the 5S / 5C audit to establish the area score and maintain improvement. Creating and amending standard operating practices to maintain improvement. Visual Management Shadow boards Line status systems Colour coding Performance measures Process control boards For further details, please contact David Craddock on or david.craddock@tsw.co.uk

61 Page61 In partnership with MLJ Safety, Health and Environmental Ltd. NEBOSH General Certificate For further details, please contact Gareth Harris on or