Daytime

Measuring ROI

Network: 
Outsourcing Skillnet
Location of Course On Request
Methods of Assessment This course will itself be evaluated using the Phillips methodology. Reaction, learning and application evaluation will be by way of questionnaire and their will be an online focus group session to track progress and application of skills. If the organisation permits an impact evaluation will also be conducted.
Learning Outcomes Participants will learn the ROI Methodology to Foundations Certificate equipping them to:

o Create and conduct evaluation studies through all 5 levels to Return on Investment. It also covers the use of Levels 1 Reaction and 2 Learning from Kirkpatrick/Phillips
o Evaluate any learning Program to a meaningful level
o Sell the Phillips Methodology within your organisation
o Engage business stakeholders in your process.
o Empower Learning & Development to claim the benefit of investments
o Increase the Benefit to Cost Ratio / ROI of Learning & Development
o Each participant is asked to present a learning program that they plan to evaluate
o They will have the opportunity to develop a data collection plan and ROI analysis plan for their training program and have it peer reviewed by the other participants and the facilitator.

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification) and / or have relevant life and work experience.
Course Content Today there is an increasingly strong demand for accountability and value for money within all functions. This means whatever training solutions are provided- internally or externally sourced- they should, indeed must be rigorously reviewed and assessed for quality of outcome and value for money.
Subjects Taught Participants will acquire a thorough grounding in the principles and application of the Phillips ROI evaluation methodology when applied to Learning and Development (L&D). On completion, successful candidates will be equipped to advocate ROI and design and complete evaluations on training programs.
Duration 2 days Instructor Led + One 2 hour webinar
6 - 12 weeks post program delivery
Available to Job Seekers: 
Yes
Certified: 
No

Sales & Client Relationship Management - Advanced

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Methods of Assessment Successful indicates that the learner has achieved all of the learning outcomes for the award with some supervision and direction. The learner has demonstrated autonomy of action and has taken responsibility for generating appropriate evidence for all learning outcomes.

Pass 50-64%
Merit 65-79%
Distinction 80-100%

Certificate grades are based on a weighted average of component award grades.

Learning Outcomes Knowledge:
• Learners will be able to demonstrate an in depth understanding of a range of theories and practices pertinent to sales and client relationship management strategy

Skills:
• Demonstrate the use of a range of skills and tools required for commercial sales environment
• Select appropriate sales techniques and tolls to plan and develop client relationships and to determine solutions to diverse challenges in a client relationship context.

Competence:
• Apply knowledge and skills to a range of Sales, Customer Care and planning contexts
• Perform a range of sales and client relationship activities independently and within teams or groups
• Take responsibility for own learning and assist others in identifying learning and or development needs within a client relationship focused context.
• Reflect on own role and performance with specific reference to planning, objectives and time frames within a sales and customer relationship environment.

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements To access programmes leading to this award the learner should have reached the standards of knowledge, skill and competence associated with the preceding level of this award on the National Framework of Qualifications. This may have been achieved through a formal qualification or through relevant life and work experience.
Course Content The purpose of this award is to enable the learner to acquire the knowledge, skills and competence to work independently in a strategic sales and or customer relationship management role in a range of sales orientated contexts and or to progress to higher education and training.
Subjects Taught Certificate Requirements:
The total credit value of this certificate is 120 and will be achieved by completing 8 minors of 15 credits each:

Year 1:
• Consultative Selling
• Supervisory Management
• Customer Service
• Personal and Professional Development

Year 2:
• Business Development
• Account Planning and Management
• Coaching
• Sales Negotiation

Duration Course is run over 2 years
Course Fee €1,500.00 per year
Available to Job Seekers: 
Yes
Certified: 
No

Personal Profile Analysis

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Learning Outcomes • Learners will have specialised knowledge in the principles and uses of personal profile analysis
• Learners will understand the theoretical framework underpinning personal profile analysis
• Learners will understand the application of profile analysis in a business environment
• Learners will be competent anticipating and supporting an individual’s limitations as highlighted by their personal profile
Further Enquiries outsourcing@ccma.ie
Entry Requirements Participants must hold a Leaving Certificate, equivalent qualification and / or have relevant life and work experience.
Course Content This course presents the uses of personal profile analysis in a business environment. Methodologies and tools to devise appropriate questions arising from a personal profile are presented. The course aims to demonstrate the usefulness of personal profile analysis by applying the Marston DISC framework to workplace examples. This course offers mechanisms to anticipate and support an individual’s limitations, as identified through profiling. Participants are taught how to apply profile readings to the internal systems of a business.
Enrolment and Start Dates Comment Contact Network Manager
Subjects Taught • The system and terminology
• Dominance, Influence, Steadiness and Compliance Framework
• Marston Theory
• Meaning and interpretation of graphs
• Learning to read profiles
• Observable behaviour
• Giving feedback
• Human job analysis
• System uses
Duration 1 day
Course Fee Contact Course Provider
Available to Job Seekers: 
Yes
Certified: 
No

Complaint Discrepancy Handling / NPS Improvement

Network: 
Outsourcing Skillnet
Location of Course On Customer site
Methods of Assessment The assessment will be in accordance with section of the FETAC Module Descriptor/Award Specification:

Exam: 40 %
Skills demonstration 40%
Assignments: 20 %

Exam
Candidates are required to complete an exam on complaint identification and handling theory including practical questions on analysing real calls (20 %)

Skills Demonstration
Candidates will be required to submit their own live calls to demonstrate their acquired skills in call handling and complaint identification and also to submit a critical self assessment of their strengths and weaknesses in handling the submitted calls. (40%)

Assignment 1
Candidates are required to carry out an observation exercise on customer service (20 %)

Grading of Results:
Pass 50-64%
Merit 65-79%
Distinction 80-100%

Learning Outcomes Participants who successfully complete this module will be able to:
Primary Units Covered
• Use a standard call framework for all conversations
• Understand customer concerns.
• Make promises and be good internal customers
• learn from colleagues
• Change a complaint to a compliment
• Use active listening skills and reflective questioning

Participants who successfully complete this course will understand the importance of correctly identifying and handling complaints to improve customer experience and reduce attrition hence improving Net Promoter Score.

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience.
Course Content This ten week (non consecutive) course is designed to provide Customer Service advisers and their managers with the skills to radically reduce negative customer experiences and complaints there by reducing customer attrition and improving Net Promoter Scores. Organisations who successfully complete this programme will experience a significant uplift in Net Promoter Score and reduction in customer attrition through improved complaint identification and handling.
FETAC Code D20151: Customer Service
Subjects Taught The course programme will be presented in an operational work environment using a blended learning environment including:
• Group Learning Sessions,
• Use of recorded calls
• Power Point Presentations,
• Video exercises
• assignments
Duration Completion over ten weeks
Available to Job Seekers: 
Yes
Certified: 
Yes

Supervisory Management

Network: 
Outsourcing Skillnet
Location of Course TBD
Methods of Assessment Assignment 30%
Skills demonstration 70%
Learning Outcomes Learners who successfully complete this module will:

o Gain awareness of the role and practice of supervisor / team leader
o Develop knowledge of the key principle and application of communications
o Develop skills in performing the role and applying key elements of employment legislation
o Develop techniques for undertaking operational work planning and control
o Be able to build appropriate plans and schedules for work activities with timescales and measurement criteria
o Develop effective team working and leadership skills for managing people
o Be able to address poor performance issues and achieve satisfactory performance outcomes
o Develop good personal and time management techniques and effective management of meetings
o Be capable of practicing delegation skills in the management of workloads

Eligibility NC093: Supervisory Management
Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification (Level 4) and / or have relevant life and work experience.
Course Content This course is available in e-learning and classroom.

The programme is designed to develop learners’ understanding of supervisory / team leader roles so as to better perform their supervisory function and goals.

Subjects Taught Participants will develop a range of supervisory and management skills that will enable them to deal with a variety of people and systems issues and execute their leadership role in an effective and successful manner.
Duration 5 training days of 6.5 hours per day
Available to Job Seekers: 
Yes
Certified: 
Yes

Project Management

Network: 
Outsourcing Skillnet
Location of Course TBC
Methods of Assessment Examination

A quiz like exam to recall skills and learning.

Assignment

The internal assessor will devise a brief that requires candidates to demonstrate an understanding and application of a range of specific learning outcomes from the Unit.

Topics could include: The development of a project plan according to the standard model, indicating change and risk issues.

How to align and motivate the project team must be considered and included in the plan.

The assignment may be presented in a variety of media, for example written, audio, video, graphic, visual or any combination of these. Any audio or video evidence must be presented on tape.

Learning Outcomes Learners who successfully complete this module will be able:

o To establish a context for project management in their organisation
o Analyse and plan projects in an effective and consistent fashion
o Create, structure and organise projects using project-management tools
o Recognise the importance of teamwork in project management.

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification) and / or have relevant life and work experience.
Course Content The training programme is designed to provide managers with the knowledge, practical skills and understanding required to operate effectively as a project manager or senior project manager.
FETAC Code L32198: Project Management
Subjects Taught Course Content:
Unit 1 Change Context
Unit 2 Project Management Fundamentals
Unit 3 Risk and Quality Management
Unit 4 Change and Configuration Management
Unit 5 Managing People
Unit 6 Initial Planning for Projects
Unit 7 Project Monitoring and Control
Unit 8 Managing Contracts for Projects
Duration 4 Days
Course Fee €895.00
Available to Job Seekers: 
Yes
Certified: 
Yes

Business Management

Network: 
Outsourcing Skillnet
Location of Course TBC
Methods of Assessment Two assignments (25% each) and a Project (50%):
Assignment 1
An investigation and evaluation into the internal and external environment of your business.

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

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

Learning Outcomes Learners who successfully complete this module will be able to:

o Identify the factors that impact your business both positively and negatively
o Manage people and company resources more effectively,
o Identify what drives employees and devise development and management strategies and initiatives
o Understand key employment legislation, obligations and compliance issues
o Plan for future success – Personal, Team & Company goals and targets

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience.
Course Content This course is available in e-learning and classroom.

This Business Management Programme has been designed to equip participants with the essential skills, knowledge and tools required to drive their business forward. Training Experts will guide participants through the topical and relevant course material. Participants will be able to identify the critical factors that impact the business and will equip them with the core skills to enable them to react in both a responsive and effective manner.

Enrolment and Start Dates Comment Contact Course Provider for Upcoming Dates.
FETAC Code B30139: Business Management
Subjects Taught Programme Content:

Unit 1 – The Role of the Manager
Unit 2 – Company Structure Types
Unit 3 – Employment Legislation
Unit 4 – Recruitment & Induction
Unit 5 – Performance Management
Unit 6 – People Management
Unit 7 - Communication and Influencing
Unit 8 – Team Building
Unit 9 – Time Management
Unit 10 – Planning & Goal Setting

Duration 5 Days
Course Fee €895.00
Available to Job Seekers: 
Yes
Certified: 
Yes

Conflict Management

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Methods of Assessment The course is assessed using
• A case study project (50%),
• An assignment (25%) and
• A learner journal (25%).
Learning Outcomes On completion of the course, participants will have practical skills for handling conflict in the workplace. Over the five days, participants will:

• Develop a personal awareness of their own style of conflict management
• Clearly identify the most appropriate way to deal with people in difficult situations
• Understand how their style influences different situations
• Develop skills to achieve a win-win outcome
• Understand how personal and organisational change can cause conflict
• Practice and develop their skills in conflict resolution
• Gain techniques for dealing with anger in both themselves and others
• Develop skills in listening, giving and receiving feedback
• Understand the role of mediation in resolving conflict

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and/or have relevant life and sales work experience.
Course Content Conflict happens – This course is designed to help participants understand how they deal with conflict and sometimes even cause it to happen. Participants will learn how to use conflict in a positive and productive way which will lead to greatly improved relationships with both colleagues and customers.
FETAC Code E30161: Conflict Management
Subjects Taught This course runs over five days over five consecutive weeks. It is a practical hands on course where participants get the opportunity to learn about how they themselves and others deal with conflict.
Duration 5 Days
Course Fee on request
Available to Job Seekers: 
Yes
Certified: 
Yes

Customer Service

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Methods of Assessment Assignment (20%)
Exam (20%)
Skills Demonstration (60%)

Assignment
Produce a report, based on an investigation on customer service skills, logging both the customer and the customer service representative’s behaviour, over a period of an hour.

Exam
Conducted on Day 3, consists of learners being required to answer 2 out of 3 questions over one hour.

Skills Demonstration
Learners will have an opportunity to be assessed on a range of customer contact skills.

Learning Outcomes On completion of the programme, participants will be able to:

o Identify and anticipate customer needs and wants
o Positively influencing Customer Perceptions
o Deal with a range of challenging situations
o Implement a quality Customer Care Policy
o Deliver Effective Customer Service under challenging circumstances
o Identify provisions that may be needed to satisfy different customers needs
o Evaluate the impact of Customer Service

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience.
Course Content This course is available in e-learning and classroom.

This Programme has been designed to equip learners who are involved in Customer Service with a dual focus – ensuring excellence in the service they provide and through excellent service increasing sales, referrals and positive brand impact.

FETAC Code 5N0972: Customer Service
Subjects Taught The programme aims to develop the capabilities of Customer Service Representatives, so that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.
Duration 3 Days
Course Fee €595.00
Available to Job Seekers: 
Yes
Certified: 
Yes

Train the Trainer

Network: 
Outsourcing Skillnet
Location of Course TBD
Methods of Assessment At the end of the course, participants will be assessed on the skills acquired through:

Assignment (50%)
Skills Demonstration (50%)

Learning Outcomes Participants who successfully complete this module will be able to:

o Understand different learning styles
o Understand the functions and processes of learning and training
o Evaluate different approaches to training
o Design, Deliver and Evaluate Training Programmes
o Develop and Implement appropriate assessment methods

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience.
Course Content This Four Day Programme has been designed to equip participants with the essential skills and techniques necessary to deliver quality training programmes. Participants will cover learning styles, identification of Training Needs, and the design of Training Programmes.
FETAC Code E30179: Train the Trainer
Subjects Taught The programme aims to utilise participants existing knowledge and skills and build on them. Our aim is that the learners will, on completion, have sales proficiency. That commercially and personally, the learner achieves increased customer satisfaction, and increased sales from both new and existing sales channels.
Duration 4 Days
Available to Job Seekers: 
Yes
Certified: 
Yes
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