BVRLA Professional Development - for Rental Members

Professional Development Training Course: Introduction to the Daily Rental Industry This course provides a solid foundation of the skills and knowledge required to work as a Customer Service Specialist in the modern daily vehicle rental industry.

Suitable for:

This course is designed for front of house rental operators, customer service agents, daily rental receptionist staff and in-plant daily rental administrators. This course is also available for delivery in-house.

Course content: - Customer service skills - Customer qualification - Legislation for rental companies - Insurance practices - Tariff interpretation - Overseas rentals - LCV and minibus rentals

Course duration: One day Course dates: 4 September 2019, 23 October 2019 Course cost:

£250+VAT (Member price), £315+VAT (Non-Member price)

Learning outcomes:

You will understand ‘Best practice’ in the industry You will gain knowledge of administration, rental transactions, insurance and customer qualification You will learn and consolidate customer service skills, including customer complaints

Check availability and book online at bvrla.co.uk

“Course was very good, good refresher and delegates on the course enjoyed it” Tim Browne, Star Rent A Car Ltd

Feb 2019

Professional Development e-Learning: Action Counters Terrorism (ACT) Package ACT Awareness e-Learning is a new Counter-Terrorism (CT) awareness product designed for all UK based companies and organisations. It provides nationally accredited corporate CT guidance to help industry better understand and mitigate against current terrorist methodology. It covers how to spot the signs of suspicious behaviour and what to do if an attack should take place.

Suitable for:

This package is relevant to all our Members as it provides general awareness training to support security plans. In particular, it will support our members who have signed up to the Rental Vehicle Security Scheme (RVSS) by embedding a proactive security culture and training programme within the industry.

Content:

There are 7 modules which together last approx. 45 minutes. Content is regularly updated during the 12 month licence period.

Learning objectives:

Understand that the terrorism threat to the UK is real and that by having the appropriate measures in place to deny, detect and deter attacks can make the difference between life and death. Explore real scenarios and gain confidence in dealing with such events.

Package cost:

This course has been developed by the National Counter Terrorism Security Office and is free to access.

“An easy way to evidence your

learning for the RVSS Scheme.�

Nora Leggett, Director BVRLA

Feb 2019

Action Counters Terrorism Package: Introduction to Terrorism

What to do in the Event of a Bomb Threat

Identifying Security Vulnerabilities

Firearms or Weapons Attack

How to identify and respond to Suspicious Behaviour

Summary and Supporting Information

Understand the nature of the threat that we face from terrorism. See examples of A scenario based module which investigates how you would respond in the event the current attack methodology being used by terrorists to cause us harm and gain of such a threat. It allows you to calmly reflect on the choices that you would make an appreciation of how we can all play a part in the mitigation of this threat. and will help you to gain confidence in knowing that you would be able to deal with a similar real-life situation.

Learn how to identify organisational and structural vulnerabilities and how this can help to deter terrorism. Watch a video recording of a suspicious person gaining access to a building and take a look at whether you can identify the poor working practices that has allowed this organisation to become vulnerable.

Understand the reasons why suspicious behaviour may be linked to attack planning and the importance of reporting these behaviours. Have the confidence to act upon your suspicions and understand why this will play a vital role in disrupting terrorist activity.

Understand the RUN HIDE TELL principles of how to stay safe in the unlikley event of a firearms or weapons attack. Understand how to interact with the police and what to do until you can be safely evacuated. Examine the eyewitness account from the June 2015 Tunisia attack and understand how the practical application of RUN HIDE TELL in any environment can save lives.

Understand that reporting suspicious behaviour and activity can make the difference between life and death and that together we can make a difference.

Access a number of useful resources including guidelines, checklists, YouTube links and external websites to support and reinforce the messages contained within this package.

How to identify and Deal with a Suspicious Item

Know how to use your judgement to identify a suspicious item by using the HOT protocol, important as the majority of unattended items are indeed harmless.

Understand the actions you should take to keep those around you safe from possible harm, until the item has been fully investigated.

Find out more at bvrla.co.uk

1,000+ e-learners currently benefiting from 50 modules across the BVRLA e-Learning Platform

Email training@bvrla.co.uk

Professional Development e-Learning: Personal Effectiveness Package for Rental and Commercial Vehicle Members

This package will give your learners a better understanding of the different skills required to become more effective in their roles. Modules cover a range of personal skills such as communicating in its different forms and interpersonal skills such as influencing and handling difficult customers.

Suitable for:

These generic modules are suitable for all members of staff who would find it difficult to take away from the office. They are particularly suitable for staff who need to build their confidence within their role and develop their ability to build effective relationships.

Content:

10 modules delivering a total of 6 to 8 hours of learning. See the reverse of this leaflet for further details.

Learning objectives:

You will gain a better understanding of; how to manage your time, how to communicate effectively using different communication methods and how to build and develop your personal relationships and your relationship with your customers.

Package cost:

£150+VAT per learner per year (includes a certificate of completion for each module).

“It was really helpful to be able to do the modules around my work.”

2018 Learner

Feb 2019

Personal Effectiveness Package for Rental and Commercial Vehicle Members Acting Professionally

Handling Angry Customers

Business Writing

Influencing and Motivating others

Data Protection (GDPR) Effectiveness

Presentations that Impress

Electronic Communications

Self-Appraisal

Emotional Intelligence

Time Management

Explore what it means to act professionally and why this is so important. You will explore some of the core tenets of acting professionally, so that will be able to recognise professional behaviour. You will gain tips and techniques that will help guide you in specific scenarios.

Find out why good writing is an important business skill and how you can use it to achieve results. Understand how to plan and prepare an effective written report and how to use the appropriate skills and techniques identified to ensure success.

Appreciate what action to take when your writing is complete.

Learn about what personal data is, why we need to protect data, and how you can comply with the new Data Protection Policy and proceedures, which have been updated for the General Data Protection Regulation (GDPR) . Recognise how your companies comply with the GDPR. Understand the dynamics of electronic communications and find out how to use electronic communications effectively. Explore some of the rules and techniques to adopt when using email, chat and social media so that your communications are professional.

Learn about emotional intelligence - what it is, why it’s important and what you can do with it. Examine the five components of emotional intelligence and look at some of the methods and techniques of measuring it. Explore some of the emotional competencies to improve your performance as a leader.

Find out how to handle angry customers more effectively. You’ll consider the main reasons why customers get angry and how to avoid making the situation worse.

You will also explore some of the tips and techniques you can use to reduce the intensity of customer anger and what steps to take to resolve the situation.

Learn how to gain influence as a leader, find out how to develop your credibility and authenticity as a leader, and learn more about team formation, motivation, creating a vision and strategic thinking. Distinguish between the five levels of leadership and identify the different pathways to these roles.

Gain an understanding of how to make your presentations more effective and impressive. Learn how to structure your presentations, improve your delivery and engage the audience to get the desired results.

Find out how to conduct a self-appraisal and explore some of the techniques you can use when assessing your performance. Recognise the benefits and challenges in self-appraisal and understand how to take the results of your self-appraisal and be able to turn them into actions.

Learn why time management is so important in business and explore some of the techniques for managing your time more effectively. Understand how to use the urgent/important matrix. The course will start with a case scenario, and you’ll come back to it at the end to apply the techniques you’ve learnt.

Find out more at bvrla.co.uk

1,000+ e-learners currently benefiting from 50 modules across the BVRLA e-Learning Platform

Email training@bvrla.co.uk

Professional Development e-Learning: Management Leadership Package for Rental and Commercial Vehicle Members Managing others is one of the hardest things we have to do at work. It is a learned skill and one that needs practice. This package aims to give new managers an understanding of the basic skills required to build a productive team.

Suitable for:

This package is particularly suitable for new team leaders and those who want to refresh their understanding of the skills required to manage others effectively. Managers will gain confidence and an increased understanding of their own abilities.

Content:

10 modules delivering a total of 6 to 8 hours of learning. See the reverse of this leaflet for further details.

Learning objectives:

Managers will gain a better understanding of; how to deliver an effective recruitment process, how to delegate effectively, how to manage individual performance through coaching and goal setting and the role of performance reviews in managing output.

Package cost:

ÂŁ150 + VAT per learner per year (includes a certificate of completion for each module).

“This course helped me understand the different skills you need when you have to manage others.�

2018 Learner

Feb 2019

Management Leadership Package for Rental and Commercial Vehicle Members Coaching

Leadership Essentials

Conducting a Performance Review

Managing Performance

Conducting Effective Interviews

Project Management

Delegating Effectively

Running Effective Meetings

Equality an Diversity for Managers

Successful Recruiting

Find out about the basics of coaching: what it is, why it is useful, and how best to carry it out. Learn how to prepare, plan and follow up on coaching sessions and explore some of the models, methods and techniques you can use to improve your coaching skills.

Find out how to conduct a performance review, and explore some of the methods, techniques and steps to follow when reviewing performance. Appreciate how to make a meaningful action plan. The course starts with a case scenario, which you’ll come back to at the end in order to apply what you’ve learnt.

Learn how to get the most out of interviews - whether you’re conducting them for recruitment, sales, research or compliance. Learn about the methods and techniques of preparing for interviews, and controlling the interviews to achieve your objectives.

Find out what delegation means for you and your team, and examine its pros and cons. Explore some of the risks associated with delegation, and look at the methods and techniques you can use to delegate more effectively so that you add value to the business.

Learn about what equality is, how you can avoid and prevent discrimination and harassment, and how you can comply with the Equality Act. Appreciate the value of diversity, how harassment can arise in the workplace and how to deploy procedures that can prevent discrimination and harassment.

Look at what leadership is and why it is important. Explore some of the myths and the essential qualities demanded of leaders. Focus on different leadership styles and learn how this may help you to lead others more effectively. You will also have the opportunity to apply what you’ve learned to a specific scenario.

Recognise the benefits of performance management and understand how to manage the performance of your team members. Appreciate how to develop a performance management system and explore several methods of managing performance. Be able to recognise and manage underperformance and finally, apply what you’ve learned to a specific scenario.

Learn what project management is and examine the five key processes, methods and techniques that are used to manage projects successfully. Understand the project lifecycle and learn how to manage projects to ensure the best outcome for you, your team and the company. Identify the skills required by project managers to succeed.

Understand why it is so important to manage and run meetings effectively. Find out how to prepare and plan for a meeting and explore some of the methods and techniques you can use to make your meetings more successful. Apply your understanding to a specific scenario.

Look at all aspects of the recruitment process - from clarifying the role and attracting candidates, to assessing those who make the shortlist and finally closing the deal. Understand what skills are needed at each stage, and explore some of the methods and techniques you can use to make the right recruitment decisions.

Find out more at bvrla.co.uk

1,000+ e-learners currently benefiting from 50 modules across the BVRLA e-Learning Platform

Email training@bvrla.co.uk