Certificate In People Management Skills I & II

Certificate In People Management Skills Discover The Rewards And Challenges Of Those Who Manage Today’s Dynamic Organisations And Develop Strategies To Enhance Your Own Expert Skills And Knowledge

20 – 24 April 2014 Dusit Thani Hotel, Dubai, UAE

Top 4 Benefits Of Attending 1. Increase your business effectiveness by updating and upgrading your business and management skills 2. Improve your communication skills to ensure that you are maximising your impact and are able to influence and persuade appropriately in the business context 3. Enhance your understanding of your own strengths and learn how to build on them for continued success 4. Learn to demonstrate behaviours that support high performing teams

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The George Washington University School of Business, IIR Middle East’s Academic Partner, is dedicated to excellence: in its teaching and research about management, in the public and private sectors, within the United States and internationally.

The school has a 75 year history of preparing men and women for leadership in both the public and private sectors. Known internationally for its dedication to academic excellence, the school draws students from all parts of the United States and around the world.

Beyond first class teaching and scholarship, the school’s faculty offers practical experience in the issues and challenges confronting business and government. Its research centres link faculty and students with US and international business and government organisations. Recent distance learning initiatives have expanded the school’s global reach.

Course Requirements And Certificates Delegates must meet two criteria to be eligible for an IIRME/GW University Certificate of Completion for a course: 1) Satisfactory attendance – delegates must attend all sessions of the course. Delegates who miss more than 2 hours of the course sessions will be ineligible to sit the course assessment 2) Successful completion of the course assessment * Delegates who do not meet these criteria will receive an IIRME Certificate of Attendance. If delegates have not attended all sessions, the Certificate will clearly state the number of hours attended.

Course Overview This in-depth workshop experience is geared to both the newlyappointed manager/supervisor and also to those individuals who are already in a management role and want to review and enhance their skills and knowledge.

As the world of business is infinitely complex, the rules change from day-to-day, and we must all be prepared for those changes. This learning event is aimed at building, or re-building, the foundations for your managerial career by helping hone the concepts and skills you need in order to effectively manage yourself and others.

Over five days, your experienced facilitator will guide and encourage you to learn, reflect and practice skills in a supportive environment of fellow managers.

T: +971 4 335 2437 F: +971 4 335 2438

About Your Expert Course Director Jacqueline Klauer Jacqueline Klauer is in international demand as a leadership expert and people development strategist. She is an outstanding, polished facilitator who is a long-standing Senior Associate with IIR Middle East. Having the experience of working in over 60 countries across the Americas, Africa, the Middle East, Asia and the South Pacific, Jacqueline has the enviable ability to provide focus to the most complicated of subjects and delivers training that is innovative, fun, and highly customised to organisations, business units and individuals.

With a background in both psychology and education, Jacqueline brings a sensitivity to the seminar environment rarely experienced by delegates, and her workshops are often described as the “best ever attended”. She has an extensive background as an international corporate executive, enabling her to deeply understand, from a firsthand perspective, the challenges experienced by those individuals seeking to advance their skills and knowledge in global business.

Now Managing Director of her own consulting practice, Jacqueline has worked with clients in federal, state and local government, education, gas and oil, fast-moving consumer goods, banking, telecoms, tourism, healthcare and more. She divides her professional time between roles as a management consultant, speaker, facilitator, trainer, courseware developer and coach.

An award-winning author, Ms. Klauer is also an accredited facilitator with the Institute of Leadership & Management (ILM) in the UK, the Chartered Management Institute (UK), the Australian Institute of Management, and The George Washington University, Washington DC. In addition to tertiary qualifications she is accredited in the facilitation of proprietary human capability assessments including the testing of Emotional Intelligence (EI).

Described by her clients as “professional, energetic, open, inspiring, engaging and empowering”, Jacqueline makes learning fun and, importantly, helps delegates get “real-world” results.

Who Should Attend?

This course is a must-attend event for: • Team leaders and supervisors who are preparing for advancement • Staff who are preparing for management/leadership responsibilities • Managers who wish to strengthen and update their management and business skills • Line managers • Project leaders • Shift leaders • Assistant managers • Any executives without formal management training

Would you like to run this course in-house?

The in-house training division of IIR Middle East Tel: +971 4 407 2624 • Email: CTS@iirme.com www.iirme.com/cts

W: www.iirme.com/peoplemgmt

Certificate In People Management Skills 20 – 24 April 2014 • Dusit Thani Hotel, Dubai, UAE Course Timings: Registration begins at 08:00 on Day One of the course. Course sessions will start promptly at 08:30 and end at 14:30. There will be two short breaks for refreshments and lunch will be served at the end of each day’s sessions.

About The Metrics Conflict Strategies Inventory (CSI) This inventory is based on more than 30 years of managerial and behavioural scientific research in the area of interpersonal conflict.

The purpose of the CSI is to provide individuals with an opportunity to assess their conflict strategy preference(s) by responding to cases that address a variety of typical, work-related situations. Your CSI results will allow you to view your preferred strategies and consider modifying your conflict strategy where that seems appropriate.

What’s My Communication Style?

This session incorporates a fun and effective questionnaire.

Understanding your communication style is an important first step in learning how to communicate effectively with others. This questionnaire will give you a new insight into how you communicate every day.

Coaching Skills Inventory Managers and supervisors frequently engage in coaching discussions with their employees. Coaching may be defined as a problem solving discussion directed toward improving some aspects of an employee’s work performance. This powerful inventory will help you assess your skills in how to structure a coaching meeting, and plan for improvements in both your structure and use of effective interpersonal influence skills.

Day One Introduction The ability to self-reflect is a crucial one in getting ahead in the business of management. We will explore the art of ‘self-management’ and learn how to maintain energy, enthusiasm and vigour in a challenging management role. We will begin the course by considering the keys to a successful management career.

Objectives: • Evaluate current and future requirements of your work role and that of your team, taking into account the vision and objectives of your organisation • Consider your values and your career/personal goals and identify information which is relevant to your work role and professional development • Discuss and agree personal work objectives with your manager and agree how you will measure progress • Agree on a development plan to address any identified gaps in your current knowledge, understanding and skills • Learn how to get regular and useful feedback from those who are in a good position to judge it The Role Of A Manager/Team Leader/Supervisor • What are the aims and functions of a manager?

• An exploration of the differences in team “leading” and team “managing” • Working with John Adair’s functional leadership model and numerous other theories of management

How To Communicate Like A Professional – Personal Influence Skills, Assertiveness And The Management Of Emotions • Managers do not work in isolation. They must develop the ability to influence both individuals and groups to work towards attaining organisational goals • Recognise your dominant style of behaviour and the characteristics of different behavioural styles • Identify and demonstrate the most effective behavioural response for different situations from a position of acceptance and control • Deal with aggressive and non-assertive behaviour • Express criticism and praise in constructive ways • Develop your skills in empathy and building of rapport

Day Two Recruitment, Selection And Retention Surrounding yourself with great staff members is possibly the greatest key to your success. But it’s a tough job.

Objectives: • Regularly review the work required in your area of responsibility and identify any shortfall in the number of colleagues required to do it, and in skills/knowledge/understanding and experience • Participate in the recruitment and selection process, making sure that the process is fair, consistent and effective • Make sure that any information on vacancies is fair, clear and accurate before it goes to potential candidates • Ensure that applicants who are offered positions are likely to be able to perform effectively and work with their new colleagues Building Effective High-Performance Teams How do you create and maintain an environment that supports and nurtures high performing teams?

Objectives: • Explore why we should develop teams and what is the purpose of the team • Appreciate the difference between people in groups and as individuals • Understand the stages of team development • Learn key characteristics of effective teams • Practice a supervisory role within the team • Learn how to balance task focus and relationship focus

Day Three Managing Diversity • An exploration of the “types” of diversity you and your team experience in business • Tips for valuing diversity in teams Emotional Intelligence Emotional Intelligence (EI) is a combination of self-management and social skills that can transform and optimise individual and team performance.

The construct of EI defines how effectively you perceive, understand, reason with and manage your own and others’ feelings. When applied to your work, EI involves your capacity to think “intelligently” with your own and others’ emotions to intentionally and efficiently deliver individual and organisational outcomes.

T: +971 4 335 2437 F: +971 4 335 2438 E: register@iirme.com W: www.iirme.com/peoplemgmt

Certificate In People Management Skills 20 – 24 April 2014 • Dusit Thani Hotel, Dubai, UAE Objectives: • Understand the concept of “Emotional Intelligence” • Understand why high self-awareness is the basic building block of EI, how low self-awareness can handicap your actions • Understand how to increase your self-awareness • Explore the latest and most critical research findings about EI • Appreciate how EI impacts your life generally and your ability to manage and lead • Learn the five key domains of Emotional Intelligence • Evaluate your own current level of EI across these domains • Develop skills to build your emotional awareness of yourself and others • Embed emotionally-intelligent behaviour in your roles • Learn how to coach others to better understand EI

Day Four Performance Management (PM) PM is an integrated system of policies, procedures and interventions used to better the performance of individuals and teams. How does performance management affect you as a manager? It is one of your most important tasks.

Objectives: • Understand the aims and objectives of PM systems • Develop performance goals • Manage staff appraisal interviews • Negotiate a learning and development plan • Support individuals in identifying their abilities and needs • Establish with the individuals: - The areas where they want to develop their performance - The standard of performance they wish to achieve - The support they can expect from you and the commitment you expect from them - The timescale of the process • Effectively coach, counsel and mentor Your facilitator will introduce in-depth case studies on PM to empower you with practical skills in this challenging topic.

Day Five Change Management To stay competitive or to lead the way into the age of information, organisations are fundamentally changing the way they do business.

Strategic change management is a set of activities and approaches helping an organisation transform itself from its current to its desired state by involving staff, maximising commitment and evoking high performance.

Objectives: • Encourage members of your team to share, discuss and work together in developing ideas • Manage your team through change • Deal with individual responses to change • Deal with individual and organisational barriers to change • Effectively manage organisational change through John Kotter’s “Eights Steps to Transformation” Conflict Resolution No matter what your personal conflict handling strategy is, you must ensure that when you manage others you approach conflict as an opportunity for change. Our last topic will examine what conflict is

and how conflict affects people. We will examine positive and negative conflicts and learn some basic communication strategies to promote negotiation and influencing skills to empower you to deal with conflict better.

Objectives: • Recognise how personal values and points of view influence behaviour • Identify conflict management styles • Analyse the need of each party in a dispute • Resolve conflict in a flexible manner • Use positive influence techniques • Negotiate for win/win outcomes Summary, Review And Action Planning In this final session we will consolidate learning and plan for managerial “wisdom”. We will work together to review the tools, competencies and beliefs we have covered to enable you to integrate them into your professional life through the development of a specific action plan for implementation.

Read What Delegates Have Said About Jacqueline’s Previous Courses With IIR ME: “A well structured workshop and an excellent course leader.This course increased my confidence level enabling me to make a positive impact in my job. Moreover, the training made me realise my true potential.”

Ida Lopez-Redona, Assistant to the Head of Corporate Affairs, Oman Oil Company S.A.O.C., Oman

“Jacqueline made all participants explore their thoughts, assisted them to think and participate actively before providing direction. She used different techniques to transfer the knowledge and ensure active engagement using visual aids. She exceeded the expectations we had before the course.”

Emad Daoud, ADGAS, UAE

“Listening to expert knowledge is great but having the opportunity to question and interactively absorb experience and content from the trainer indicates effectiveness and successful transfer.This course gave me the opportunity to do that.”

Nadeen East, Chief Operations Coordinator, Aspire Academy, Qatar

“Jacqueline has in-depth industry knowledge across functions. Her ideas were very inspiring.The group was constantly encouraged to think critically to understand the topic better.The course was very interesting and Jacqueline easily identified the group’s energy levels at all times.Throughout the course, I have had my “Aha! Moments” on information and learning to take back to my teams.”

Luvena Krishnamurthy, Global Customer Services Officer, BP Middle East, UAE

T: +971 4 335 2437 F: +971 4 335 2438 E: register@iirme.com W: www.iirme.com/peoplemgmt

Certificate In People Management Skills 20 – 24 April 2014 • Dusit Thani Hotel, Dubai, UAE FIVE WAYS TO REGISTER IIR Holdings Ltd. P.O Box 9428 Dubai, UAE

+971 4 335 2437 +971 4 335 2438 register@iirme.com

www.iirme.com/peoplemgmt

DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL – +971 4 335 2483 E-MAIL – a.watts@iirme.com WEB BC5524 Event

Course Fee Before 2 February 2014

Course Fee Before 23 February 2014

Final Fee

US$ 4,395

US$ 4,895

US$ 5,195

Certificate In People Management Skills 20 – 24 April 2014

WOULD YOU LIKE TO RUN THIS COURSE INͳHOUSE?

Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions and pass the final day examination will receive an IIRME/GW Certificate of Completion.

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All registrations are subject to our terms and conditions which are available at www.iirme.com/terms. Please read them as they include important information. By submitting your registration you agree to be bound by the terms and conditions in full.

Payments A confirmation letter and invoice will be sent upon receipt of your registration. Please note that full payment must be received prior to the event. Only those delegates whose fees have been paid in full will be admitted to the event. You can pay by company cheques or bankers draft in Dirhams or US$. Please note that all US$ cheques and drafts should be drawn on a New York bank and an extra amount of US$ 6 per payment should be added to cover bank clearing charges. In any event payment must be received not later than 48 hours before the Event. Entry to the Event may be refused if payment in full is not received.

Credit card payment If you would like to pay by credit card, please tick here and a member of our team will contact you to take the details

Cancellation If you are unable to attend, a substitute delegate will be welcome in your place. Registrations cancelled more than 7 days before the Event are subject to a $200 administration charge.

Registration fees for registrations cancelled 7 days or less before the Event must be paid in full. Substitutions are welcome at any time.

Avoid Visa Delays - Book Now Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible.

Visas for non-GCC nationals may take several weeks to process.

All registrations are subject to acceptance by IIR which will be confirmed to you in writing.

Due to unforeseen circumstances, the programme may change and IIR reserves the right to alter the venue and/or speakers.

Event Venue: Dusit Thani Hotel, Dubai, UAE Tel: +971 4 343 3333 Accommodation Details We highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the IIR Hospitality Desk for assistance on: Tel: +971 4 407 2693 Fax: +971 4 407 2517 Email: hospitality@iirme.com © Copyright I.I.R. HOLDINGS B.V.

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