Dublin

Retail Customer Service

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Learning Outcomes • Learners will have specialised knowledge in the principles and practice of customer service
• Learners will understand the role and responsibilities of the customer service representative of an organisation
• Learners will have specialised personal communication skills required to provide a excellent customer experience
• Learners will be competent in handling more difficult and irate customers
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 programme is designed to enable the learner to appreciate the importance of the customer to an organisation. To understand the role and responsibilities of the frontline representative of an organisation, to understand the team work necessary to meet customer needs and expectations. It allows for participants to become familiar with relevant legislation and to develop a customer oriented quality service consistent with best practices and standards.
Enrolment and Start Dates Comment Contact Network Manager
Subjects Taught o Introduction to Customer Service
o Customer Requirements
o Customer Behaviour
o Providing the best possible service
o Handling Difficult Situations
o Consumer Legislation
Duration 7 days
Comment 7 Day classroom based programme including role playing simulations – mystery shopper / customer experiences and a Sales and Marketing campaign.
Course Fee Contact course provider
Available to Job Seekers: 
Yes
Certified: 
Yes

Advanced Selling Solutions

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Further Enquiries outsourcing@ccma.ie
Entry Requirements Participants must hold a Leaving Certificate, equivalent qualification and / or have relevant life and work experience
Enrolment and Start Dates Comment Contact Network Manager
Duration 3 Days
Course Fee Contact course provider
Available to Job Seekers: 
Yes
Certified: 
No

Broadband Digital Installer

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Methods of Assessment Learning takes place using a textbook. Lesson and final exams are taken online.
Learning Outcomes Upon completing this course, students will be able to:
1. list the preferred connections of customer premises equipment in order of picture and audio quality
2. recognize how digital rights management can influence the digital connection
3. recognize the advantages of connecting audio hardware components using digital interfaces
4. identify six key television settings that may need to be configured
5. list examples of setup options that need to be coordinated between interconnected devices
6. describe untwisted and twisted-pair cable, their color codes and their applications
7. describe the different categories and levels of twisted-pair cable
8. describe the different wiring configurations of twisted-pair cable at a jack and modular connector
9. specify the techniques, precautions, standards, options, tools and materials used when installing unshielded twisted-pair cable
10. describe the features of Data Over Cable Service Interface Specifications (DOCSIS) version
11. identify the client and the server in the DOCSIS architecture
12. describe how cable modem data is transpor ted in the cable network
13. describe the initialization and authorization process of a cable modem
14. describe the steps required to certify the reliability of a customer’s cable drop system for cable modem and telephone services
15. instruct the customer how to most effectively use the newly installed high-speed broadband Internet access service
16. describe how packet switching compares to circuit switching technology
17. describe how PacketCable is different from other VoIP services
18. list the three networks in PacketCable 1.0 architecture
19. describe the benefits of a PacketCable managed Internet protocol network
20. describe what must be considered during a cable telephone installation if the customer has a monitored alarm system
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 Broadband Digital Installer introduces the basics of the triple-play installation of digital television, high-speed Internet and cable telephone services. This course presents typical connection schemes and functions of home theater components, twisted-pair wire properties, Data Over Cable Service Interface Specification (DOCSIS®) cable modems and the basics of Voice over Internet Protocol (VoIP). Electronics intended for entertainment in the customer’s home have changed significantly over the past few years. This course will dissect connection options and operating parameters of electronics such as TV sets, set-top boxes (STB), DVR’s, DVD’s and audio/video receivers. Students will also learn what is involved in certifying the reliability of the drop for high-speed Internet and cable telephony service and the extensive step-by-step installation procedures for each service. Detailed lessons describe twisted-pair cable with accepted installation practices when used for high-speed Internet and telephone installations. Lastly, the course teaches students special considerations when installing cable telephone service in homes that have monitored alarm systems.
Enrolment and Start Dates Comment Contact Network Manager
Subjects Taught 1. Connecting Consumer Electronics
2. Operating Consumer Electronics
3. Introducing Twisted-Pair Inside Wiring
4. Installing Twisted-Pair Inside Wiring
5. Introduction to DOCSIS
Duration 5 Days
Course Fee Contact course provider
Available to Job Seekers: 
Yes
Certified: 
No

Installer Technician

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Methods of Assessment Learning takes place using a textbook. Lesson and final exams are taken online.
Learning Outcomes 1. understand and apply basic DC electronic theory, perform Ohm’s law calculations and discuss relevant broadband cable applications
2. perform basic cable math calculations
3. explain dB and dBmV fundamentals and broadband cable applications and perform gain and loss calculations
4. operate and maintain installer-type signal level meters and signal leakage detection equipment
5. identify, locate and repair common problems from the customer premises equipment to the tap in both single dwellings and MDUs
6. understand the theory of operation of line extender amplifiers and explain the functions of amplifier passives and actives
7. identify the role of national and international organizations in establishing and implementing telecommunications standards
Further Enquiries outsourcing@ccma.ie
Entry Requirements Participants must hold a Leaving Certificate, equivalent qualification and / or have relevant life and work experience. The recommended prerequisite for this course is Jones/NCTI’s Installer course.
Course Content Installer Technician focuses on maintaining reliability in the installed drop system.The DC electronic theory provides the foundation for understanding decibels,signal leakage detection and troubleshooting techniques. A basic mathematics review helps the student with equations and formulas relating to basic electronic theory and signal level. Also covered are topics on the features, components, care,maintenance and use of signal level meters and signal leakage detectors, providing essential information for troubleshooting customer premises problems. The course concludes with the basic characteristics and functions of line extender amplifiers.
Enrolment and Start Dates Comment Contact Network Manager
Subjects Taught 1. Maintaining Drop System Reliability
2. Exploring Electrons and Electricity
3. Understanding Magnetism and Electromagnetism
4. Using Positive and Negative Numbers
5. Using Common and Decimal Fractions
6. Using Equations and Powers of Numbers
7. Understanding Electrical Circuits
8. Understanding Resistance
9. Using Ohm’s Law for Power and Energy
10. DC Series Circuits
11. Understanding Decibels
12. Using dB and dBmV
13. Testing Signal Levels
14. Detecting Signal Leakage
15. Troubleshooting Basic TV Problems
16. Troubleshooting Drop Grounding, Traps and Taps
17. Troubleshooting Hum Modulation and Flashing Pictures
18. Troubleshooting Drop Ingress
19. Troubleshooting Beats and Snowy Pictures
20. Troubleshooting Picture Impairments in an MD U
21. Line Extender Amplifier Operation
22. Analyzing Analog TV Pictures
23. Telecommunications Standards and Electronics
Duration 5 Days
Course Fee Contact course provider
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

Programming with HTML 5

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Further Enquiries outsourcing@ccma.ie
Entry Requirements Participants must hold a Leaving Certificate, equivalent qualification and / or have relevant life and work experience.
Enrolment and Start Dates Comment Contact Network Manager
Duration 2 Days
Course Fee Contact course provider
Available to Job Seekers: 
Yes
Certified: 
No

Performance Management

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Methods of Assessment Participants are required to complete the relevant documentation for each stage of the performance management process and submit the documents for assessment and governance review. Once approved participants are then required to carry out the practical face to face meeting to provide:

1- Goal setting review meeting
2- Performance review meeting
3- Interim review meeting
4- End of year appraisal meeting

Learning Outcomes • Set SMART goals
• Align goals with Strategy
• Develop Personal Business objectives (PBO’s)
• Communicate and agree PBO’s with staff members
• Create individual training and development plans
• Provide effective feedback back on performance
• Deal with difficult situations in relation to performance
• Identify and deal with under performance
• Provide coaching for staff members
• Conduct effective interim reviews
• Conduct effective end of year appraisals
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 Performance management will enable participants to effectively manage performance in line with organisational goals and strategy through a range of proven techniques for goals setting, providing feedback, managing performance, and developing individuals.
Enrolment and Start Dates Comment Contact Network Manager
Subjects Taught Module 1: - Goal setting and alignment
Module 2: - Performance feedback and coaching
Module 3: - Dealing with underperformance
Module 4: - Conducting interim and end of year reviews
Duration 4 Days
Course Fee Contact course provider
Available to Job Seekers: 
Yes
Certified: 
No

Radio Programme Production

Network: 
Learning Waves Skillnet
Location of Course To be confirmed
Trainer IT Tralee and Radio Industry Experts
Methods of Assessment Exam and Project based assessment
Further Enquiries www.learningwaves.ie or teresah@learningwaves.ie
Careers or Further Progression Into further Media Studies in IT Tralee or progression to the workplace
Course Content Writing for Radio
Radio Programme Production
On Air Presentation
Steps to Success
Broadcasting Law
Interviewing Skills
Enrolment and Start Dates Comment April / May 2013
Number of Places 12
Course Fee Free to job seekers and those working in the industry
Available to Job Seekers: 
Yes
Certified: 
No

HydroCarbon Refrigerant Safe Handling (R290 & R600)

Network: 
Refrigeration Skillnet
Location of Course Refrigeration Skillnet Training Centre, Northwest Centre, Blanchardstown
Trainer Jane Gartshaw Cool Concerns
Methods of Assessment Theory Exam
Learning Outcomes • Background to the use of hydrocarbon (HC) refrigerants
• Properties of HCs
• Safe handling, including charging, recovery and leak testing
• Cylinders and cylinder storage and transport
• Performance of HCs
• Design of systems with HCs Standards and regulations
Download Application Form http://alturl.com/ix333
Eligibility Design, installation and service engineers who may be required to work with HC refrigerants and who need to be aware of the special safety considerations associated with such refrigerants.
Further Enquiries Tel: 01 885 5200
Email: info@refrigerationskillnet.ie
Entry Requirements Craft Certificate in Refrigeration & Air Conditioning or
City & Guilds 2079 F-Gas Handling City & Guilds 6127 Certificate in Refrigeration & Air Conditioning or
Appropriate Experience
Careers or Further Progression Level 3 Certificate in Refrigeration and Air Conditioning
C&G2079 F-Gas Regulations
Course Content There is a growing market for HC Refrigeration Systems and this is being driven by high profile end-users such as Unilever (Walls/HB Ice Cream), Sainsburys, Aldi and Coca Cola. Even the move towards CO2 refrigeration is having an impact as HC Refrigerants are often used for the high side in Cascade Systems.
Financial Support Subsidised for Refrigeration Skillnet member companies Fully subsidised for job-seekers
Enrolment and Start Dates Comment Course Date: Monday 18th February 2013
Duration 1/2 day
Comment Includes BOC Care Card
Number of Places 10
Course Fee €155.00
Course Web Page: 
http://www.refrigerationskillnet.ie/bookatrainingcourse.shtml
Available to Job Seekers: 
Yes
Certified: 
No

Managing Director Action Programme

Network: 
ManagementWorks
Further Enquiries Liz Cassidy - West & North
Phone:0876816404
Email:l.cassidy@skillnets.com
or
Brian Colleran - Dublin & East
Phone:0872928900
Email:b.colleran@skillnets.com
or
Enda Hogan - South
Phone:0868372388
Email:e.hogan@skillnets.com
Course Content There is also Mentoring provided. The Programme Manager will review the individual Company requirements and recommend a suitable, compatible mentor to engage with them. Compatibility will be based on experience, expertise and fit.

What is the Managing Director Action Programme?
This is a unique opportunity for you to take time to engage in a highly practical programme that will focus on the strategic business objectives of growth, profitability and delivering sustainable results.

Who should attend?
Owner Managers or Managing Directors of Irish SMEs who want to develop and grow a profitable and sustainable business. Strong management is widely recognised as the key factor that will determine which companies will survive the recession and which will not.

What does the programme consist of?
• A short series of practical half-day and one-day workshops over 6 months
• Support from an experienced business mentor during and between workshops
• Learning is practical and dynamic with a strong emphasis on business impact
• Mentoring will explore effective practices and opportunities to drive business performance

How will your business benefit?
• Develop a clear plan of action for your business to drive future performance in terms of efficiency, scale and profitability
• Learn business skills that will enhance your performance as a Managing Director / Owner Manager
• Increase operational and financial knowledge to survive the recession and increase sustainability
• Develop results driven outcomes - revenue growth, improved productivity, competitive advantage - and create jobs.

Enrolment and Start Dates Comment Start date: Sligo 23rd January
Start date: Waterford January 30th
Start date: Cork 28th February
Start date: Dublin 06th March
Number of Places 12
Course Fee €1,800 excluding VAT
Course Web Page: 
http://www.managementworks.ie/business/managing-director-action-programme
Available to Job Seekers: 
No
Certified: 
No
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