CMLCAR4 Learning Guide

Inter-American Development Bank

“Customs Management and Leadership 4th edition�

Learning guide

Inter-American Institute for Economic and Social Development

Customs Management and Leadership 4th edition

Customs Management and Leadership 4th edition Presentation Dear Participants, Welcome to the 4th edition of the Customs Management and Leadership Program. During the development of the course, each participant will be facing a learning process that will cover key strategic topics that challenges today’s Customs Administrations, related to an area that is critical: a new professional approach to management and leadership and how to plot a route within the organization to address these issues.

The general objective of the course is to present different concepts in reference to the principal theories of management and leadership, and to facilitate the exchange of information and experiences between customs officers from the Caribbean Customs Administrations.

A content structure has been planned. The overall course has been divided into six modules, where once the theoretical reading has been accomplished, a set of activities is carried out, within the learning platform and with the support of the tutors.

I would like to take the opportunity to invite you to participate in each of the activities, related to each of the modules, in order to better understand and exchange each of the challenges that today’s customs administrations are facing in the Caribbean.

Kind Regards, Gaston Fernandez Course Director

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Customs Management and Leadership 4th edition

Target audience Generally speaking, the course is aimed for middle and senior customs officers and finance public-sector policy experts related to customs and trade and public policy, such as ministries of finance or customs administrations or revenue administrations. Participants must hold a university qualification or equivalent, and at least three years of professional experience, or some combination thereof.

Duration The course will last six teaching weeks (plus one week for Preliminary Activities and two weeks for retakes) organised in weekly modules. Each week opens with a message from the corresponding tutor that participants will find posted on the notice board; the tutor will use the message to introduce the central points of the issue to be dealt with and propose the keys to complete the week's work.

General objective Know the main theories about management and leadership in the organizations, and analyze the different factors that contribute to be an effective manager in the management of customs administrations.

Specific objectives ď ś Develop skills to perform management tasks in customs effectively and efficiently. ď ś Discuss different strategies for Human Resources Management. ď ś Promote the exchange information and experiences among agents of the Central American and Dominican Republic customs.

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Customs Management and Leadership 4th edition

Learning methodology Although the basic teaching model for online courses is based on the group learning model, this course can be combined with other methods such as project-based or case-study-based learning.

The learning activities included in the course may require the students to: •

Read and use the mandatory texts for each module at all times. Furthermore, at times

additional material is provided (PowerPoint presentations, articles, etc.) relating to the modules that will enable the students to expand their knowledge and help them to complete some of the proposed exercises. The tutors will announce the possible need for supplementary reading materials and will provide the specific materials when they are required in some of the work modules.

•

Perform tutored exercises, where the students must apply the main concepts linked to the

course and reflect upon the important aspects they have looked at in each module. When the answers provided by the student are based on the national legislation of their respective country, the article applicable to the specific case will preferably be supplied. Answers to these exercises must be written in a document that is to be sent to the tutor via the platform, attaching it to the task section of the corresponding module (instructions for this can be found in the document for Preliminary activities available on the platform). When the tutor indicates as such, the answer to the exercises must be limited to the maximum length established to resolve it.

•

Self-assessment exercises (test). This activity is based on understanding the concepts and

analysing the correct use of such concepts in order to put them into practice later on in the respective practical exercises. The tutor may limit the number of attempts available to the student to complete the tests.

•

Discussions and reflections on topics of interest included in the weekly discussion

forums, using the virtual platform's tools, enabling a dialogue to be maintained between the participants and the tutors. Active participation in the forums proposed in the different modules and analytical reading of the contributions made by the tutor and the other participants is This document cannot be reproduced, in whole or in part, by any electronic or mechanical means, including photocopy or any recording process. Its information cannot be stored or recovered by any systems whatsoever without the due written authorization from the IDB

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Customs Management and Leadership 4th edition

recommended. In some cases the forums will be used for collaborative activities in which the students must resolve the proposed cases together. •

Voluntary contributions that the students can make on the specific forums proposed for

such purpose relating to applicable legislation in their respective countries or to specific domestic situations.

Below we detail the benefits of interacting with the modules' content and the relationship between the theory and the practice of the participants in their organisations, and the learning activities.

The forums

In the virtual classroom the communication process becomes especially important and learning and understanding benefit from all the course's participants communicating with each another.

The forums are a privileged area to foster communication and socialisation. The forums will be different depending on their purpose. The course will feature "thematic forums", "teamwork forums", "the coffee house" and possibly a "queries forum".

The thematic forum

This will be a thematic meeting point or a place for theoretic-conceptual socialisation.

Participants will be able to explain, debate or disagree on topics that are being studied in the thematic forums. They are a space that enables the thematic field and the perspective of knowledge relating to the subject-matter of the course to be expanded, which is possible thanks to the contributions of the course's attendants, who expand and enrich the branch of knowledge.

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Customs Management and Leadership 4th edition

The "thematic forums" are generally intended for questions that aim to provoke a reaction from the participants with regard to the different areas of study. Two "thematic forums" will be available to the participants throughout the course. The "thematic forum" is the space that excels at enriching understanding through everyone's contributions and fosters discussion relating to the topics being studied.

The participants in the thematic forums play a leading role. For example:

 They prepare and present their contributions. Their contributions must be short and focused. The participants may make several contributions in a forum and they are expected to not only put forward their points of view, but to also take note of the contributions of others in order to make comments.  Contributions developed personally will be given preference over those that are limited to merely copying pre-existing texts. (e.g. legal texts).  The questions that the forum opens with are related to the topic in question and discussions relating to topics that do not fall within the context at hand must be avoided.  The forum must be closed with a summary of the questions that were under discussion.

The tutor may request some of the course's participants to perform such summary.

Teamwork forum

The courses academic activity may involve completing tasks in small teams. For this type of activity the participants are split into different groups and are provided with a forum to organise and manage the entire process, which involves completing an objective in each group activity.

These forums showcase how those participating in a learning process are invigorated when they take part in activities that involve everyone and require the input of all team members. The principles of correct, efficient, responsible and clear communication are the keys to successful teamwork.

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Customs Management and Leadership 4th edition

The teamwork forum is the appropriate channel to boost participation in and the organisation of the course's work and activities. In general it will be the tutor who starts the topics to be debated in the forum in order to launch the discussion and debate.

The Social forum

This is a space that will be open throughout the course; the students will be able to drink a "virtual coffee" or the drink of their preference, and they will be able to talk about different topics, be they personal, cultural, sport-related, etc., depending on the participants' motivation and interests. The idea is that they will be able to interact in a role different from that of addressing the topics of study, thus strengthening both professional and personal relationships.

Question forums

There is a possibility that, at the teacher's/tutor's initiative, a forum may be established in a course, which is specifically designed to answer questions related to any exercise that is to be submitted, software that has been installed for any activity, etc. The teacher/tutor will answer questions within 24 hours.

The question forums allow answers to be provided that may be useful for all of the course's participants.

Implementation of the course

The entire course will be provided via the Capacity Building Program Web portal (Trade and Integration Sector) in an asynchronous fashion. The participants will interact with the tutors and the other students using the Virtual Classroom's communication tools at a time of their choosing.

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Customs Management and Leadership 4th edition

There will be no activities that require all the participants to meet face-to-face, or any mandatory activities that require them to connect to the internet at the same time. There is the possibility of a synchronous activity being proposed, but in any case this would be voluntary.

The course's participants will form a team of up to 45 members (a maximum of 75 during the course Preliminary Activities that deal with learning how to use the platform's tools) who will progress through the course with the support and technical assistance of a Technical and Pedagogical Coordinator (TPC). Additionally, every week there will be a tutor/teacher guiding the participants through the contents of the course's module and units, offering guidance regarding the implementation of the activities, and providing assessment tools that enable the participants to discover their progress in the course. Therefore, each participant must pay attention to messages they are sent by the tutor/teacher in order to make the learning process a smooth, informative and positive experience.

The course includes discussion activities (forum, individual and group activities) that allow participants to improve their mastery of a particular objective and the tutor to assess the performance of each of the participants.

In order to determine whether participants manage to successfully complete the course, the course director will consider both their performance in the activities and the quality of participation throughout the course.

When the participant chooses to access the Virtual Classroom is up to them and will depend on when is convenient for each participant and how they choose to organise themselves.

Sunday at midnight, local time in each country, is the deadline for submitting the exercises for each module; therefore, the exercises that are not submitted within this period will not be corrected until the retake week.

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Customs Management and Leadership 4th edition

A calendar will be uploaded each week that will provide guidance with regard to the activities that must be completed in each of the modules. The activities for a specific week of the course must be completed during that week and not be delayed into the following week.

Responsibilities of those involved in the learning process

Learning will be based on exchanges that include the management and the teacher/tutor of the course. Their commitments are detailed below:

The role of the course director

The course director will assume the following commitments: •

To supervise the courses' teaching material;

•

To monitor the teacher's/tutor's work;

•

To participate in the course from time to time;

•

To review the participants' assessments and to make the decision with regard to the corresponding academic certificates;

•

To intervene in the possible appeals regarding disagreements between teacher/ tutor and participants relating to marks.

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Customs Management and Leadership 4th edition

The role of the teacher/tutor

The teacher/tutor will focus on providing guidance, monitoring and encouraging the participants, using the communication resources provided by the virtual classroom: messages, forums and notices. Their commitments during the course are summarised in the following points:

•

To reply to messages within 24 hours.

•

To review the work submitted as soon as possible and, in any case, provide feedback for the final projects that are submitted by the participants no more than two days after the completion of their module.

•

To provide the participants with guidance relating to the course dynamics and to facilitate exchanges between the participants.

The role of the technical pedagogical coordinator (TPC)

•

During the course the participant will have the advice and support of "the Course Technical and Pedagogical Coordinator" (TPC), relating to any questions that may arise regarding the platform's tools and browsing the course. To contact the coordinator participants can send an email from the course's platform.

•

In the event they encounter difficulties in accessing the Platform they can contact the TPC through his email address.

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Customs Management and Leadership 4th edition

What should I do if ...

I don't receive a reply within 24 hours from the tutor of the module that is being taught? You may check with the TPC, indicating how you have tried to contact the tutor. The TPC will try to get your message to the tutor.

I don't remember how to use one of the course's tools and after checking the Navigation guide and/or I still have doubts? Write to the TPC using the internal messaging service (or via external email if the previous option is unavailable) indicating the exact problem.

I experience difficulties in accessing the course? Write to the TPC explaining your problem.

The participant's actions

Participants must be responsible for their own learning process and will have the following obligations: •

To complete all the planned course activities in a timely fashion. Furthermore, they must reply to the queries and tasks set by the teaching team.

•

They must pay attention to the general instructions and specific directions set in each module, study the theory for the chapter, and then perform the activities relating to the chapter.

•

To check the notice board on a regular basis and participate actively in the course's debating forums.

•

They must organize their time so that they can effectively meet the demands of the course, for which they will need to dedicate around 12 to 15 hours per week.

•

They will be aware of the difficulties that arise during the course and communicate with tutors and technical assistants in order to seek solutions to problems.

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Customs Management and Leadership 4th edition

•

They will clearly indicate their doubts and requirements, as well as openly sharing their professional experience with the group.

•

They must complete all the mandatory activities proposed by the teaching team (both individual and group activities) in order to receive the certificate.

•

To inform the teacher/tutor of the exceptional circumstances that may prevent them from taking part in the course in a normal fashion and undertake to catch up in the retake week(s).

•

To complete the module surveys as well as the final survey at the end of the course (the certificate will not be awarded if the final survey is not completed, even if the mark obtained is 65 or higher).

•

The participant may be expelled from the course if they do not behave appropriately in the virtual classroom after being warned by the teacher/tutor and/or TPC regarding the inappropriate nature of their behaviour.

Teaching resources and materials

The course will feature the teaching resources and materials that facilitate the participants' learning process: • Learning guide and work plan (the latter will be uploaded on a weekly basis).

• Content developed specifically for the course: class sessions, documents, reading guides and analysis diagrams.

• Cases and teaching activities.

• Reference material: reading material taken from texts and books that will be provided to the participants electronically.

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Customs Management and Leadership 4th edition

Assessment of the participants

The participants will be continually assessed by having their work, activities and participation in the forum's debates reviewed. All course activities are mandatory (unless otherwise indicated) since each contributes to learning, but not all are assessed and have a bearing on the overall course mark.

Additionally, participants must take a knowledge questionnaire at the beginning and end of the course. This is a requirement to start the course and be award the certificate upon completing it.

The questionnaire aims to discover the participants' prior knowledge and what they have learned during the course. The results have no bearing on the overall mark achieved by the participant throughout the course and will only be used to improve the quality of the INDES courses, in line with the learning requirements of its target audience.

General criteria for assessing activities:

Upon completion of each module, the tutor will assess each of the completed activities, obtaining a mark that is in line with the work performed. Besides, a global module grade will be assigned.

This module grade will only be considered as satisfactory (minimum of 65 points out of 100) if all module activities have been individually graded as satisfactory. The module global grade will not be an automatic arithmetic mean, as the tutor will take into account in a qualitative fashion: •

The quality of the exercises submitted in the task section

•

The quality of the contributions made in the debating forum, as well as their continuous participation in the forum throughout the week.

•

The completion of the self-assessment exercises

•

Collaborating in group activities (particularly participation in the forum)

•

Regularly following the course

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Customs Management and Leadership 4th edition

•

Submitting the activities in the established timeframes.

All activities will be graded on the basis of a 1-100 score, and it is necessary to obtain in each of them a minimum grading of 65 to pass the course.

The participants will be able to check in the platform the result obtained in each activity after the end of the corresponding module. If they have to catch-up with some activity, it will be indicated which one/s and the date for catching – up.

The activities will be retaken during the catching-up weeks. By the end of those periods, the corresponding tutor will assign the grades.

It is a must to perform all activities (with a minimum grade of 65 in each of them) to obtain the course certificate. An average of 65 or superior will not be enough if there are any activities left.

Nonetheless, the course director, taking into account all tutors’ evaluations, will be responsible for the final course grading. Such grading will be communicated once all Closing activities (posttest and final course evaluation) have been done. Such final grading will take into account different factors, such as the student progress throughout the course and the relative difficulty of the different activities.

As long as the participant has obtained a final score of 65 or higher, and has completed the pre and post test evaluation and the final survey, a certificate will be delivered.

The certificates are only delivered in a digital format through the platform, so that the participant himself can print it out if he wishes. In such case, the printed certificate will be considered the original document that has been delivered in electronic format. On the other hand, whoever needs This document cannot be reproduced, in whole or in part, by any electronic or mechanical means, including photocopy or any recording process. Its information cannot be stored or recovered by any systems whatsoever without the due written authorization from the IDB

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Customs Management and Leadership 4th edition

a confirmation of the certificate’s validity shall contact INDES BID-INDES@iadb.org and the institution will verify the person’s participation in the course.

The participant will receive a certificate according to the following criteria:  Regular certificate: final score of 65-89 points.  Certificate with honours: final score of 90 points or higher.

The name appearing in the certificate will be the one indicated by the participant himself when he got registered in the Portal. Students are therefore responsible of the accuracy of their data.

Important note: for the calculation of hours of the certificate, 15 hours per module will be considered. For the purpose of this computation, the hours of the Preliminary activities or Closing Activities will not be contemplated.

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Customs Management and Leadership 4th edition

CURRICULAR STRUCTURE OF THE COURSE

Module no. 1. Leadership and management in customs.

General objectives Present basic concepts in reference to the principal theories of management and leadership of organizations.

Facilitate the exchange of information and experiences between customs officers from the Caribbean customs administrations.

Unit No. 1. Concept of leadership Learning objectives -

Learn general theory, concept, and characteristics of leadership

Unit No. 2. Unit II. Characteristics of leadership. Differences with other figures.

Learning objectives -

Understand and identify the different leadership characteristics.

-

Know principal components of those characteristics, among other issues.

Unit No. 3. Tendencies and theories about leadership.

Learning objectives -

Understand the latest developments related to leadership theory.

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Customs Management and Leadership 4th edition

Module no. 2. Decision making in customs.

General objectives -

Meet the concept, and the principal characteristics, of decision making.

-

Know the typology and principal components of those characteristics, among other issues.

Unit No. 1. Decision making. Concept. Characteristics. Typology.

Learning objectives -

Meet the concept, and the principal characteristics, of decision making.

-

Know the typology and principal components of those characteristics, among other issues.

Unit No. 2. The decision making process in organizations.

Learning objectives -

Meet the decisions making process in organizations.

Unit No. 3. Decision making in customs administrations.

Learning objectives -

Understand the context of the decision making process in the context of the Customs Administrations.

Module no. 3. H.R. management in customs administrations.

General objective Introduce course participants to the characteristics of modern Human Resources Management.

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Customs Management and Leadership 4th edition

Unit No. 1. H.R. management: focus of the analysis and the difference in public administration.

Learning objectives -

State the differing characteristics of public management as relates to the management of personnel

-

Explain the changing role of Customs in the 21st Century and the need for efficient and effective management

-

Explain the importance of processes and tools such as job analysis and job descriptions for effective and efficient HRM

Unit No. 2. H.R. management systems in customs.

Learning objectives -

Explain the management by competence model and identify at least three broad categories of competencies.

-

State and explain the sub-systems that constitute an integrated HRM system.

-

Demonstrate how an integrated HRM system can be applied within the Customs context.

Unit No. 3. Performance evaluation in public administrations.

Learning objectives -

Explain the purpose and benefits of evaluating performance.

-

Identify and explain at least two of the methods used in the design of performance evaluation systems.

-

Identify at least three of the common pitfalls in the evaluation of performance.

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Customs Management and Leadership 4th edition

Module no. 4. Change management in customs administrations.

General objective Present the principal theories of change management to class participants so that they can understand the factors (external and internal) that affect the processes of change, as well as different strategies to persuade, reach consensus and agree.

Unit No. 1. Generalities.

Learning objective -

To know the principal concepts and theories in matters of change management.

Unit No. 2. Techniques and tools of change Management.

Learning objective -

To identify the principal techniques to better confront situations of change.

Unit No. 3. Change Negotiators.

Learning objective -

To analyse existing tools to facilitate improved handling of situations of change.

Module no. 5. Techniques of negotiation in the customs environment.

General objective Understand the main concepts and techniques of negotiation to be used in the field of customs administration.

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Customs Management and Leadership 4th edition

Unit No. 1. Definition, nature and characteristics of conflict and its cycle.

Learning objective -

Understand the concept of conflict.

Unit No. 2. Definition of negotiation, styles, elements and objectives.

Learning objective -

Define the styles, elements and objectives of negotiation.

Unit No. 3. Preparation and techniques of negotiation.

Learning objectives -

Learn how to prepare oneself for a negotiation.

-

Define the strategy and our BATNA.

Module no. 6. Ethics and integrity in customs administrations.

General objective Have an overview of different topics related to ethics and integrity in customs administrations.

Unit No. 1. What is ethics.

Learning objective -

Study the application of ethics to the daily tasks of customs.

Unit No. 2. What is corruption.

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Customs Management and Leadership 4th edition

Learning objective -

Define the different meanings of corruption and will look for its reasons.

Unit No. 3. Professionalism in public management.

Learning objective -

Analyse how professionalizing the personnel of a public administration and therefore customs personnel will impact the ethical performance of customs functions

Unit No. 4. Practice cases.

Learning objectives -

Describe best practices in the field.

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COURSE PROGRAMME

Week and content

Week 1: Preliminary activities

Week 2: Module 1

Week 3: Module 2

Week 4: Module 3

Objectives

Activities No.

Determine the previous knowledge of the participants.

Have all participants complete their profile accurately Get to know the participants’ expectations

Description

Weighting score towards the module global grade

Profile updating Uploading a document Introduction forum

Individual, compulsory, nonevaluable (in relation to the final course grade)

Forum: types of leadership

Individual, compulsory

40%

leadership of organizations.

Tutored exercise: Customs Leadership

Individual, compulsory

40%

Facilitate the exchange of information and experiences between customs officers from the Caribbean customs administrations.

Test (self-evaluation)

Individual, compulsory

20%

Meet the concept, and the principal characteristics, of decision making.

Forum

Individual, compulsory

40%

Know the typology and principal components of those characteristics, among other issues.

Tutored exercise

40%

Introduce course participants to the characteristics of modern Human Resources Management.

Forum:

Individual, compulsory Individual, compulsory Individual, compulsory Individual, compulsory Individual, compulsory

40%

Meet your classmates Present basic concepts in reference to the principal theories of management and

1 2 3 4

Pretest evaluation

Type of activities

Test (self-evaluation)

Tutored exercise Test (self-evaluation)

--

Required time

12-15 hours

15 hours

15 hours

20% 40%

20%

15 hours

Customs Management and Leadership 4th edition

Week and content

Week 5: Break / intermediate catch-up week Week 6: Module 4

Week 7: Module 5

Week 8: Module 6

Objectives

Activities No.

During this week, participants with pending activities must complete them, getting in touch if necessary with the corresponding tutor. Participants without pending activities can have a rest.

Present the principal theories of change management to class participants so that they can understand the factors (external and internal) that affect the processes of change, as well as different strategies to persuade, reach consensus and agree.

Understand the main concepts and techniques of negotiation to be used in the field of customs administration.

Have an overview of different topics related to ethics and integrity in customs administrations.

Description

--

Type of activities

Weighting score towards the module global grade

--

Required time

---

Forum: priorities in change management processes Tutored exercise: Management of Change in Customs Administrations Test (self-evaluation) Forum: Case-Forum by Negotiation groups.

The Situation in the Santamaria Customs.

Costa Rica.

Tutored exercise: business policy in your customs environment Test (self-evaluation) Forum Tutored exercise

Individual, compulsory

35%

Individual, compulsory

40%

Individual, compulsory Individual, compulsory

25%

Individual, compulsory

40%

Individual, compulsory Individual, compulsory Individual, compulsory

20%

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15 hours

40% 15 hours

30% 50%

15 hours

Customs Management and Leadership 4th edition

Week and content

Objectives

Activities No.

Description

Test (self-evaluation) Week 9: Final catch-up week and Closing activities

During this week, participants with pending activities must complete them, getting in touch if necessary with the corresponding tutor.

Besides, all participants shall complete the post-test and the course satisfaction survey as a sine qua non for getting the final course certificate.

Type of activities

Individual, compulsory

Weighting score towards the module global grade

Required time

20%

Post-test evaluation.

Course satisfaction survey.

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20 minutes

The team

Course director: Gastรณn Fernรกndez, Former Head of International Affairs Chile Customs Service. Senior customs expert negotiator for Free Trade Agreements (FTAs) for the Chilean Government under the Customs Administration. Appointed official representative for Chile before international organizations such as the WTO, APEC, WCO, MERCOSUR and ALADI and presented the official policies of Chile to these bodies. Senior Customs and International trade specialist, Senior Consultant Integration and Trade Sector Inter-American Development Bank.

The teaching staff Gastรณn Fernรกndez (See Director section).

Allison Joseph-Patrick, Acting Customs & Excise Officer II . Minor in International Relations and Masters in Political Science, BSC (Hons) in Public Sector Management Diploma in Human Resource Management, Single electronic Windows CEDDET and Customs Leadership and Management.

Jennifer Clarke, Inter-American Development Bank Consultant, Integration and Trade Sector.