Learning and Development Programme 2015/16
Genesis Learning and Development Programme INTRODUCTION
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HOW TO BOOK YOUR PLACE ON A COURSE 5 GUIDELINES FOR PARTICIPANTS
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GENESIS TRAINING LOCATIONS
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COURSE INDEX COURSES FOR NEW STAFF Corporate Induction Data Protection Equality and Diversity Fire Awareness IT Induction Management Self-Service (iTrent) Using Display Equipment Safely
12 13 14 15 16 17 18
HEALTH AND SAFETY Health and Safety Programme (Requirements for Genesis Staff) 20 Display Screen Equipment Assessor 21 Fire Warden 22 Manual Handling Assessor 23 Manual Handling Awareness 24 Risk Assessment for Assessors 25 Safer Lone Working 26 SHUB for Employees 27 SHUB for Managers 28 Personal Safety and Conflict Awareness 29
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MANAGEMENT DEVELOPMENT Agresso Budget Management Business Case Writing for Managers Coaching Skills for Managers Delivering Effective Supervision Equality and Diversity for Managers Finance for Non-Financial Managers Introduction to Leadership and Management Objective Setting for Appraisal Managing Meetings Performance Management Presentation Skills for Managers PROGEN: Project Management PROGEN: Project Sponsor Project in a Box Recruitment and Selection Report Writing for Managers Root Cause Analysis LEADERSHIP DEVELOPMENT Go MAD Programme Outline Course Content PERSONAL/CAREER DEVELOPMENT Assertiveness Letter Writing Managing Meetings Presentation Skills Train the Trainer
32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 51 52 54 55 56 57 58
HOUSING Anti-Social Behaviour Awareness (Crime and Policing Act 2014) Basic Communal Repairs Awareness Building Styles and Faults Customer Journey Mapping Customer Service – Delivering the Genesis Service Style Developing Neighbourhood Plans Ensemble Hate Crimes Introduction to Housing Introduction to Housing Management Law ReACT Resident Engagement and Capacity Building Service Charges Tenancy Fraud Understanding Domestic Abuse Understanding Mental Illness and Learning Disability in Anti-Social Behaviours and Housing Management Welfare Reform
61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77
CARE AND SUPPORT Genesis Training Requirements for Care Staff Food Hygiene Level 1 Food Hygiene Level 2 Infection Control In-Form for Managers In-Form for Support Delivery Introduction to Dementia Introduction to Mental Health Managing Challenging Behaviour Manual Handling with People Medication Awareness Mental Capacity Act/DoLS Professional Boundaries Safeguarding Tissue Viability Awareness Working with Dignity and Respect
80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95
IT Clarity Mail CRM: Complaints Microsoft Excel 2010 Advanced Microsoft Excel 2010 Intermediate Microsoft Excel 2010 Introduction Microsoft Excel VLookup and Pivot Tables Microsoft Word – Mail Merge /Clarity Mail Office 365 and Lync PC Skills
97 98 99 100 101 102 103 104 105
DIGITAL LEARNING ZONE Address Your Time Stealers Appraisal Interviewing Best Practice for Effective Business Writing Coaching Styles and Skills Creating and Using a Network Dealing with Stress Express Yourself Giving Presentations Influencing Behaviours Leading Others Through Change Making Time Managing a New Team (Encouraging Participation) One-to-One Training Planning to Communicate Punctuation Selection Interviewing Setting Goals The English Sentence The Goals of Coaching What is Assertiveness?
109 109 109 109 110 110 110 110 111 111 111 111 112 112 112 112 113 113 113 113
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INTRODUCTION Welcome to the Genesis Learning and Development Programme for 2015-2016. This year, we have decided to create an all-inclusive document that clearly outlines all the courses, both face-to-face and online, on offer to all Genesis employees. Many courses offered in the new programme represent a new or emerging need across the business, but do not have scheduled dates and venues, as we will be delivering these courses flexibly, using the most appropriate venue. This programme includes information on the aims and objectives for each course, together with any prerequisites for attendance. This brochure is only one of the tools available to help you select the most appropriate way to meet your learning and development needs. Our corporate strategy includes the aim to be ‘Digital by Default’ and is reflected in our range of online learning and through our new Digital Learning Platform.
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ADVICE AND GUIDANCE
USEFUL CONTACT NUMBERS:
If you have a specific question about content, prerequisites, or suitability of any of the courses offered in this programme, please contact the Learning and Organisation Development Team:
Matthew Simkin 07738 458627 Head of Learning and Organisation Development
learninganddevelopment@genesisha.org.uk.
Whilst every effort has been made to ensure that the information about course dates and venues will remain unchanged, in the event that changes need to be made, we will endeavour to inform you as soon as possible.
Tashoy Ashley 0782 4134462 Learning and Organisation Development Manager - Corporate David Cankett 07525 905491 Learning and Organisation Development Manager – Communities (including Care and Support) Ophelia Hazzard 07810 814150 Learning and Organisation Development AdvisorCorporate Uzma Hussain 07540 123030 Learning and Organisation Development Assistant – Corporate
HOW TO BOOK YOUR PLACE ON A COURSE HOW TO BOOK
CANCELLATION POLICY
All course bookings should be made via iTrent (Employee Self-Service) unless specified. Attendance requests will be sent directly to line managers for authorisation. Attendees should ensure authorisation has been given before attending any face-to-face training courses.
All the courses in this year’s programme are popular, and some have waiting lists. Therefore, we require a minimum of 5 working days’ notice (not including weekends) if delegates are unable to attend so that we may offer the place to other staff.
Online courses offered as part of our digital learning zone can be accessed without line manager authorisation; however we will provide management reports to ensure timely completion of all mandatory courses.
If delegates have taken annual leave, the Learning and Organisation Development team must be notified as soon as possible, but in all cases, no later than 5 days before the course date.
NOTICE: Please ensure that 3 days prior to attending a training course, you check the location and room details on iTrent and make a note of, as room are subject to change based on business needs.
Even if attendance is cancelled via telephone, this must always be confirmed by email from the appropriate line manager.
E-LEARNING To assess the impact of e-learning courses, staff who undertake online learning should discuss this during the 1-to-1 process to ensure that the
learning can be effectively evaluated against business objectives and applied.
EXPECTATION OF ALL GENESIS EMPLOYEES All employees are expected to behave in line with our culture and behaviours at all times. In keeping with our values of Respects, Customer Focus, Efficiency, Partnership Working, and Good Employer, it is expect that all employees will:
“Turn up to training events allocated or advise course organiser of non-attendance” Neil Hadden Chief Executive
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COURSE GUIDANCE: CHOOSING THE CORRECT LEVEL FOR YOU The courses in the Learning and Development Programme are divided into 3 levels. The purpose of the 3 levels is to provide a logical progression to support skills development.
These courses are aimed at developing core skills that help support the main capabilities people need to begin their role at Genesis. Level 1 also includes all the necessary Health and Safety Training to meet regulatory and Genesis policy standards.
Level 2 courses will usually be attended by participants after they have completed the required courses in Level 1.
Participants on Level 3courses will normally have attended courses on Level 2. Where this is not the case, for instance, where there is a pressing need to attend training to meet a particular service support or personal development need, we recommend discussing this with a member of the Learning and Organisation Development Team.
GUIDELINES FOR PARTICIPANTS These guidelines aim to clarify the expectations, for both participants and trainers to enable all parties to benefit fully from the learning event they have attended.
TIMING AND SPACING OF COURSE ATTENDANCE With the exception of mandatory and induction courses, employees should identify and priorities courses to attend, typically during 1-to-1s or appraisals and should space their attendance to give them an opportunity to put their new skills in practice. It is acknowledged that this may vary according to the needs of the individual and the service or department but ideally there should be an interval of at least 6-8 weeks between each piece of training. This will support the reflection process for effective learning elevation.
WHAT WE EXPECT FROM ATTENDEES Participants are expected to participate fully in the learning event they are attending. This may include role-plays, video performance, one to one and group discussions and is usually stated in the Learning and Development Programme.
We will provide teas, coffees and biscuits at all Genesis learning events and will state otherwise if this is not the case.
Participants should contact the Learning and Organisation Team Development Team if they wish to make the trainer aware of anything that may inhibit their participation e.g. sensory disability, difficulties with writing English, etc. This information will be kept confidential and only be shared with the trainer concerned.
REFRESHMENTS Due to financial and logistical issues, we are unable to provide lunch for all 1 day training courses. Delegates will need to make their own arranges for lunch.
Priority must be given to Mandatory Training, which is critical to the development of Genesis services and the support of our business plan.
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GUIDELINES FOR PARTICIPANTS cont.… PUNCTUALITY
CONFIDENTIALITY
Each participant is responsible for ensuring they arrive on time for all learning events. Participants who arrive more than 25 minutes late may be refused entry unless they have notified the Learning and Organisation Development Team or the trainer before the start of the event and their late arrival has been agreed.
Colleagues should refrain from naming colleagues and customers when sharing experiences with other attendees. Phrases such as, a colleague, customer or user, member of staff or residence, can be used in place of names.
Lateness can be disruptive to the learning experience for all participants; therefore, expulsion from the learning event is at the discretion of the trainer.
CONDUCT DURING ATTENDANCE Participants should be aware that is not the sole responsibility of the trainer to challenge any inappropriate behaviour of other course members. It should be recognised that the trainers are employed to solve specific problems as these should be pursed through the appropriate channels. However, trainers can support participants to devise strategies to help with elements such as team meetings, supervision and line management.
Before sharing sensitive information each participant has the personal responsibility to choose how much they reveal and/or listen to. This applies both during the event, coffee and lunch breaks
“Learning is a treasure that will follow its owner everywhere.” Chinese Proverb
When discussing experiences it may not always be clear just how personal the information is and it is therefore the responsibility of the speaker to specify, that which is strictly confidential.
GENESIS TRAINING LOCATIONS Please see below a list of venues used to host Genesis learning events. This information should be used in conjunction with joining instructions and iTrent for travel planning.
GENESIS LOCATIONS Atelier House 64 Pratt Street, Camden, London NW1 0DL John Astor House 3 Foley Street. London W1W 6DN Malthouse 8 Elsey’s Yard, Risbygate Street, Busy St Edmunds IP33 3AA
GENESIS SCHEMES WITH A TRAINING FACILITY Amber Court 11 Warton Road, Stratford, London E15 2GE Cardamom Court 1 Grantham Road, Manor Park, London E12 5LU Lawrence Hall 2-4 Cumberland Road, Plaistow, London E13 8NH New London Road 201 New London Road, Chelmsford CM2 0AR Russell Court London Road, Harlow CM17 9SH
EXTERNAL VENUES Arlington Conference Centre 220 Arlington Road, Camden, London NW1 7HE Holiday Inn – Camden Lock 30 Jamestown Road, Camden, London NW1 7BY Suffolk’s Library IPS Limited Bury Library, Sergeant’s Walk, St. Andrews St North, Bury St Edmunds, IP33 1TZ Tower Bridge Business Centre 46 - 48 East Smithfield, London E1W 1AW Winckworth Sherwood Office Minerva House, 5 Montague Close, London SE1 9BB
Stratford Office 19 Warton Road, Stratford, London E15 2GD Utopia House 192 - 196 High Road Willesden, London NW10 2PB
Please note the above training venues are reserved for Care and Support training.
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Course Index COURSES FOR NEW STAFF HEALTH AND SAFETY MANAGEMENT DEVELOPMENT LEADERSHIP DEVELOPMENT PERSONAL/CAREER DEVELOPMENT HOUSING CARE AND SUPPORT IT DIGITAL LEARNING ZONE
Course for new staff
Level
Corporate Induction
1
Data Protection
1
Equality and Diversity
1
Fire Awareness
1
IT Induction
1
Management Self-Service (iTrent)
1
Using Display Equipment Safely
1
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Courses for new staff
CORPORATE INDUCTION
MANDATORY FOR: All new staff
DATE: 27 April 2015 25 May 2015 27 July 2015 1 September 2015 28 September 2015 26 October 2015 30 November 2015
VENUE: Atelier House, Camden Atelier House, Camden Atelier House, Camden Atelier House, Camden Atelier House, Camden Atelier House, Camden Atelier House, Camden
AIMS:
To provide participants with an understanding Our induction events pro participants will have a clear understanding Genesis’ history, vision, mission and values. • The history of Genesis Housing Association Participants will also learn about our approach • Our vision, mission, values and behaviours Diversity and Inclusion. • Key corporate and business priorities • Our organisational structure • Learning and Development Offer • HR Support
Click here to view course on iTrent
Care Certificate Elements: 1.2, 1.2, 1.4, 2.1, 2.2f, 2.2h, 2.2i, 4.3, 13.9
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OBJECTIVES:
Courses for new staff
DATA PROTECTION
MANDATORY FOR: All new staff
AIMS: To provide people with a broad understanding of data protection issues, what the DPA requires of Genesis and what an individual’s obligations are under the Act.
Click here to view course in our Digital Learning Zone
Care Certificate Elements: 6.4, 14.1
OBJECTIVES: At the end of this training, participants will have a clear understanding of: • The Data Protection Act (DPA) and its purpose. • The terminology used in the Act. • Your responsibilities and duties in accordance with the DPA. • When to disclose information and to whom (e.g. Subject Access Requests, Freedom of Information Requests, third parties, authorised representatives, etc.) • How to deal with data enquiries in a professional manner. • How to protect company data. • Scenarios where things can go wrong and offences under the DPA. • Test of learning.
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Courses for new staff
EQUALITY AND DIVERSITY
SUITABLE FOR: All new staff
AIMS: The aim of this course is to increase awareness of equality in the workplace and to identify the expectations we have of you in terms of your behaviour. It will also give you practical help in challenging unlawful discrimination or inappropriate behaviour.
Click here to view course in our Digital Learning Zone
Care Certificate Elements: 4.1 14
OBJECTIVES:
Courses for new staff
FIRE AWARENESS
SUITABLE FOR: All new staff
AIMS:
OBJECTIVES:
The aim of this course is to provide guidance in fire safety procedures and a familiarisation with the action to take in the event of an emergency.
Click here to view course in our Digital Learning Zone
Care Certificate Elements: 13.7 15
Courses for new staff
IT INDUCTION
MANDATORY FOR: All new staff DATE: 1 April 2015 5 May 2015 8 May 2015 28 May 2015 1 June 2015 2 June 2015
VENUE: St Luke’s ICT Room Atelier House Beijing Atelier House Beijing Malthouse Beam Room Atelier House Beijing St Luke’s ICT Room
Click here to view course on iTrent
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AIMS: To provide participants with an induction to the office systems of Genesis for basic administration.
OBJECTIVES: At the end of this training, participants will have a clear understanding of: • How to Log in to the Genesis network, and access their Network Folder and Shared Drives • Genesis Computer Security Policy • The information held on the Genie intranet • How to access email and calendars in Office O365 • The communication facilities available in Lync • To produce documents using Clarity Mail • How to log support calls HEAT. • How to book leave and update personal details on iTrent • Genesis E-Learning resources • Other available IT Training courses
Courses for new staff
MANAGER SELF-SERVICE (iTRENT)
MANDATORY FOR: All new staff
DATE:
VENUE:
AIMS:
OBJECTIVES:
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Courses for new staff
USING DISPLAY EQUIPMENT SAFELY
SUITABLE FOR: All new staff
AIMS: The aim of this course is to provide guidance in fire safety procedures and a familiarisation with the action to take in the event of an emergency.
Click here to view course in our Digital Learning Zone
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OBJECTIVES:
Health and Safety
Level
Health and Safety Programme Display Screen Equipment Assessor
1
Fire Warden
1
Manual Handling Assessor
1
Manual Handling Awareness
1
Risk Assessment for Assessors
1
Safer Lone Working
1
SHUB for Employees
1
SHUB for Managers
1
Personal Safety and Conflict Awareness
1
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Health and Safety
HEALTH AND SAFETY PROGRAMME The following section gives details of the Health and Safety training courses currently available.
COURSE TITLE
AUDIENCE
REQUIREMENTS
FREQUENCY
DSE
All staff who use DSE
Mandatory if use DSE
Every 2 years
DSE Assessor
All FM staff to support office staff to set up desks correctly. Nominated members of Care and Support teams to provide remote support
Required if role requires it
Every 3 years
Fire Awareness
All staff
Mandatory
Every year
Fire Warden
All staff with Fire Warden responsibilities or nominated as a fire warden
Required to be a fire warden
Every 3 years
First Aid
All staff nominated and recognised as first aiders
Required for first aiders
First certification
First Aid Refresher
All qualified first aid staff once completed initial certification
Required for first aiders
Every 3 years after initial certification
H&S Inspections
All staff who complete inspections
Required for role
Every 3 years
Manual Handling Assessor
Staff identified as part of the team that will complete manual handling assessments – should also attend Risk assessment course
Required if role requires it
Every 3 years
Manual Handling Awareness
All staff
Mandatory
Every 3 years
Personal Safety/Lone Working
All staff who lone work
Mandatory
Every 3 years
Risk Assessment
Anyone completing risk assessments
Required if complete risk assessments
Every 3 years
SHUB
All staff if needed
Recommended for all
N/A
There may also be other role specific training particularly for staff within Property Services, such as Legionella Management, Working at Height, Scaffold Inspection – these should be defined locally as part of the local requirements for competence but recorded on iTrent.
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Health and Safety
DISPLAY SCREEN EQUIPMENT ASSESSOR
SUITABLE FOR: All staff nominated for Fire Warden training, refresher training for existing Fire Wardens DATE: 17 March 2015 2 April 2015 6 May 2015 2 June 2015
VENUE: Bury St Edmunds St Luke's Stratford Atelier House, Camden
AIMS: To understand the DSE assessment process and GHA procedures.
OBJECTIVES: At the end of this training, participants will have a clear understanding of: • The legal requirements with regard to DSE • Hazards and risks • How to undertake DSE assessments within the work place • Control measures and advice staff • Who to refer any serious issues to
Click here to view course on iTrent
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Health and Safety
FIRE WARDEN
SUITABLE FOR: Facilities staff and others who will undertake DSE assessments DATE: 18 February 2015 26 February 2015 2 March 2015 3 March 2015 12 March 2015 23 April 2015 20 May 2015 21 May 2015 23 June 2015 30 June 2015
VENUE: Bury St Edmunds Stratford St Luke's Utopia House, Willesden St Luke's Atelier House, Camden Bury St Edmunds Stratford St Luke's Utopia House, Willesden
Click here to view course on iTrent
Care Certificate Elements: 13.7 22
AIMS: To provide an understanding of fire risk management, and the role and responsibilities of Fire Wardens.
OBJECTIVES: At the end of this training, participants will have a clear understanding of: • • •
The basics of fire management The roles and responsibilities of Fire Wardens Evacuation chair training included when appropriate
Health and Safety
MANUAL HANDLING ASSESSOR
SUITABLE FOR: Facilities staff and others who will undertake DSE assessments DATE:
VENUE:
AIMS:
OBJECTIVES:
17 March 2015 23 March 2015 16 April 2015 19 May 2015 2 June 2015
Atelier House, Camden Stratford St Luke's Utopia House, Willesden Bury St Edmunds
To ensure that all manual handing operations are correctly risk assessed and managed in according with Genesis procedures.
At the end of this training, participants will have a clear understanding of: Basic anatomy and types of injuries The principles of correct lifting Completing manual handling risk assessments Demonstrating safe lifting
Click here to view course on iTrent
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Health and Safety
MANUAL HANDLING AWARENESS
SUITABLE FOR: All staff DATE:
VENUE:
AIMS:
OBJECTIVES:
16 March 2015 23 March 2015 16 April 2015 19 May 2015 2 June 2015
Atelier House, Camden Stratford St Luke's Utopia House, Willesden Bury St Edmunds
To provide an overview and understanding of the risks associated with manual handling and guidance on safe lifting techniques.
At the end of this training, participants will have a clear understanding of:
Click here to view course on iTrent
Care Certificate Elements: 13.3 24
Basic anatomy and types of injuries The principles of correct lifting Completing manual handling risk assessments Demonstrating safe lifting techniques
Health and Safety
RISK ASSESSMENT FOR ASSESSORS
SUITABLE FOR: Managers and those who will undertake risk assessments DATE:
VENUE:
AIMS:
OBJECTIVES:
3 March 2015 4 March 2015 9 April 2015 13 May 2015 10 June 2015 11 June 2015
Bury St Edmunds Stratford Atelier House, Camden St Luke's Bury St Edmunds Utopia House, Willesden
To understand the risk assessment process and GHA procedures.
At the end of this training, participants will have a clear understanding of how to: • • • •
Summarise the legal requirements with regard to risk assessments Recognise hazards and risks Demonstrate the 5 step risk assessment process Demonstrate how to implement risk assessments within the work place
Click here to view course on iTrent
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Health and Safety
SAFER LONE WORKING
SUITABLE FOR: All staff, this course is mandatory for all staff who lone work AIMS:
OBJECTIVES
This course focuses on steps you can take to increase your personal safety and confidence. It focuses on risks of conflict and aggression, and refers to the Maybo Conflict management eLearning (Personal Safety and Conflict Awareness) which should be completed first.
This module is divided into four sections: 1. Assessing and reducing risks of lone working 2. Preparations for lone working 3. Travelling as a lone worker 4. Managing contact as a lone worker
PREREQUISITES: Personal Safety and Conflict Awareness Click here to view course in our Digital Learning Zone
Care Certificate Elements: 13.2a, 13.2b 26
Health and Safety
SHUB FOR STAFF
SUITABLE FOR: All staff (excluding managers) DATE: 18th March 13 April 2015 21 April 2015 23 April 2015 11 May 2015 20 May 2015 3 June 2015 23 June 2015
VENUE: Bury St Edmunds – Quality Hotel Malthouse Beam Room Utopia Athens Atelier House Paris Malthouse Beam Room Malthouse Beam Room Malthouse Beam Room St Luke’s ICT Room
AIMS: To provide an understanding of SHUB, relevant SHUB modules, and requirements for reporting and actions closure.
OBJECTIVES: At the end of this training, participants will have a clear understanding of: • • • • •
The relevant module in SHUB The accident and incident reporting forms The DSE module The Risk module The Audit module
Click here to view course on iTrent
Care Certificate Elements: 10, 13
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Health and Safety
SHUB FOR MANAGERS
SUITABLE FOR: All managers DATE:
VENUE:
AIMS: To provide an understanding of SHUB and managers responsibilities and requirements.
OBJECTIVES: This training will: • • • •
Click here to view course on iTrent
Care Certificate Elements: 10, 13 28
Introduce managers to each module in SHUB To provide an overview of the accident investigation workflow and management requirements To provide an overview of the DSE module and management workflow To provide an overview of the risk module and management workflow
Health and Safety
PERSONAL SAFETY AND CONFLICT AWARENESS
SUITABLE FOR: All staff, this course is mandatory for all staff who lone work AIMS: This course is designed for frontline staff who may encounter conflict when performing their role.
OBJECTIVES: By the end of the course, learners will be better able to: • Recognise potential conflict flashpoints and risks in their work • Understand and manager human behaviour • Identify simple steps to prevent and reduce conflict and risks to all parties • Develop skills to defuse and resolve conflict • Make good choices and communicate positively in conflict situations • Understand the effects an incident of workplace violence can have on all those involved
Click here to view course in our Digital Learning Zone
Care Certificate Elements: 13.2a, 13.2b
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Management Development
Level
Agresso Budget Management
1 1
Business Case Writing for Managers
1
Coaching Skills for Managers
1
Delivering Effective Supervision
1
Equality and Diversity for Managers
1
Finance for Non-Financial Managers
1
Introduction to Leadership and Management
1
Objective Setting for Appraisal
1
Managing Meetings
1 More Management and Development Courses on the next page
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Management Development
Level
Performance Management
1
Presentation Skills for Managers
1
PROGEN: Project Management
2
PROGEN: Project Sponsor
3
Project in a Box
2
Recruitment and Selection
1
Report Writing for Managers
1
Root Cause Analysis
3
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Management Development
AGRESSO
SUITABLE FOR: All staff who approve requisitions and purchase goods on behalf of Genesis DATE:
VENUE:
Click here to view course on iTrent
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AIMS: To provide participants with a clear understanding of the Genesis approach to payment and enable them to raise and manage requisitions for goods and services via the Agresso Finance System.
OBJECTIVES: At the end of this training, participants will have a clear understanding of: • The overview of the Purchase to Payment (P2P) process within Genesis • The Role of Swiss Post in the process • To raise requisitions for goods and services • The Purchase approval process and levels of authority • How budget holders approve purchase orders • How to receipt goods received • The role of the Accounts Payable team in the process • How to obtain further information and support
Management Development
BUDGET MANAGEMENT
SUITABLE FOR: DATE:
VENUE:
AIMS:
OBJECTIVES:
Click here to view course on iTrent
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Management Development
BUSINESS CASE WRITING
SUITABLE FOR: All managers DATE:
VENUE:
Click here to view course on iTrent
34
AIMS: To provide skill in creating effective, compelling business cases.
OBJECTIVES: At the end of this training, participants will have a clear understanding of: • Understand what a business case is, why we have them, and why they are important. • Understand some reasons why business cases fail due to poor communication. • Learn the essentials of a business case – what must it have. • Learn how to make your case easy to follow – and compelling. • Understand how applying Modern Business English will help your audience understand your case – and encourage positive reactions to its content. • Understand essential content for business cases. • Learn why extra research can help your case.
Management Development
COACHING SKILLS FOR MANAGERS
SUITABLE FOR: All staff with supervisory responsibilities DATE:
VENUE:
Click here to view course on iTrent
AIMS: To provide participants with a clear understanding of Coaching. • Understanding coaching, mentoring and the role of the coach mentor • Self-assessment of coaching skills • Learning styles and methods • Benefits of mentoring • Reflection, assumption and listening skills • Boundaries, developing a learning agreement and relationship barriers • Structuring and recording sessions and actions • Effective questioning • Coaching practice
OBJECTIVES: At the end of this training, participants will have a clear understanding of: • Identify the main features of coaching and mentoring • Give examples of when the coach/mentor/member of staff can use these techniques • Utilise questioning techniques aimed at improving performance • Negotiate goals and targets • Give constructive feedback on performance • Reflect on their own practice to identify future development needs
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Management Development
DELIVERING EFFECTIVE SUPERVISION
SUITABLE FOR: All staff with supervisory responsibilities DATE:
VENUE:
Click here to view course on iTrent
36
AIMS: To provide line managers with the skills to provide effective supervision that encourages outstanding performance, and which can also address performance gaps in a timely manner.
OBJECTIVES: At the end of this training, participants will have a clear understanding of: • Identify the key elements of effective supervision • Explain difference between capability and conduct issues and how to approach them • Set clear objectives • Demonstrate the role of coaching as a tool in supporting performance improvements • Identify and explore reasons for under performance • Develop action plans to manage under performance
Management Development
EQUALITY AND DIVERSITY FOR MANAGERS
SUITABLE FOR: DATE:
VENUE:
AIMS:
OBJECTIVES:
Click here to view course on iTrent
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Management Development
FINANCE FOR NON-FINANCIAL MANAGERS
SUITABLE FOR: All managers DATE:
VENUE:
Click here to view course on iTrent
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AIMS: To provide a range of tools and concepts to help you understand your business’s finances and equip you with the confidence to be able to make sound financial judgements. You will leave with a general basic understanding of finance and how it works; enabling you to understand the financial implications of your business decisions.
OBJECTIVES: At the end of this training, participants will have a clear understanding of how to: • • • • •
Financial Accounting System Accounting Transaction Services Business Reporting Value for Money
Management Development
INTRODUCTION TO LEADERSHIP AND MANAGEMENT
SUITABLE FOR: All staff with line management responsibilities DATE:
VENUE:
AIMS: To provide and prepare delegates for their first management role. The course has been designed to impart the skills and knowledge required to better manage oneself whilst line managing another member of staff or a team. Aimed at first time managers or as a refresher for existing managers, this course covers the basics for all managers, provides a framework and structure for managers to assess their developing skills and is intended to create confidence in what can be an extremely challenging role.
Click here to view course on iTrent
OBJECTIVES: At the end of this training, participants will have a clear understanding of how to: • To understand the difference between a manager and a leader and what skills areneeded for each • To understand a team's development • To know how to evaluate a team's performance and establish an overt team culture • To understand the employment contract: what can a manager reasonably expect of a staff member and vice versa; what can each do if these expectations are not met • To understand the difference between power, influence and authority. How to using each and the consequences of getting it wrong • To understand the performance management cycle • To know how to use supervision to enhance performance • To understand the role of the appraisal • To know how to address performance issues; attitude, aptitude and ability • To know what can go wrong and what can be done about it
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Management Development
OBJECTIVE SETTING FOR APPRAISAL
SUITABLE FOR: DATE:
VENUE:
Click here to view course on iTrent
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AIMS:
OBJECTIVES:
Management Development
MANAGING MEETINGS
SUITABLE FOR: DATE:
VENUE:
AIMS:
OBJECTIVES:
Click here to view course on iTrent
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Management Development
PERFORMANCE MANAGEMENT
SUITABLE FOR: All staff with line management responsibilities DATE:
VENUE:
AIMS:
OBJECTIVES:
To provide managers who are either new to supervising and managing staff or who require a refresher/update to their current skills/experience. It will be delivered in accordance with prevailing best practice and legislation.
At the end of this training, participants will have a clear understanding of how to: • To understand what is meant by performance and underperformance • To understand the importance of overt and articulated standards • To recognise the importance of giving feedback to staff (positive and negative) • To know how to give feedback assertively and capture feedback given • To know the key signs that someone may have a performance issue and/or be over/under-managed • To describe the three Ego states and the dynamics that can arise when a manager and a co-worker discuss performance issues • To understand how to respond to issues caused by aptitude, ability or attitude • To appreciate how a clear understanding of the responsibilities of each party can help avoid stress and burnout in managers • To understand the importance of developing a formal performance improvement plan and within this to produce SMART objectives
The course seeks to define what is meant by performance, enabling managers to understand: the importance of clarifying standards and expectations with staff; how to support staff positively to achieve their best.
Click here to view course on iTrent
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It will make reference to supervision and appraisal processes and how these link to the performance management cycle but will not address these processes in detail.
Management Development
PRESENTATION SKILLS FOR MANAGERS
SUITABLE FOR: This workshop is designed for anybody that presents or will need to present information to others as part of their role. DATE:
VENUE:
Click here to view course on iTrent
AIMS:
OBJECTIVES:
The success of any presentation relies on a few factors: great content, an engaging presenter, and a seamless technical performance. A perfect presentation can be a powerful event, inspiring the audience to take action or change their way of thinking. The reverse is also true: a weak presentation can result in apathy, boredom or a lost opportunity to inspire change.
By the end of the training delegates will be able to: • • • •
This Presentation Skills Workshop promotes the development of a credible, positive and professional presenting style in order to achieve real impact in getting messages across. It is both experiential and interactive and will provide the attendees with tips and techniques they can put into practice immediately.
• • • •
It aims to enhance their ability to structure and design clear and informative materials, deliver in a confident manner, and handle the audience and questions effectively.
•
Design and develop a presentation Understand the role of the presenter as a visual aid Understand how to tailor their content to the needs of the audience Use visual aids to add impact within the organisation (flip chart & hand-outs) Engage their audience and bring the presentation to life Build rapport with the audience Handle questions and challenges from the audience Consider the logistics and requirements needed to prepare for a presentation, including contingency planning should things not go to plan Delivering an effective opening and closure to the course
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Management Development
PROGEN: PROJECT MANAGEMENT (2 Days)
SUITABLE FOR: All staff managing projects as a project lead DATE:
VENUE:
AIMS:
OBJECTIVES:
5 & 12 June 2015
Atelier House, Camden
To provide participants with an awareness of the Genesis approach and techniques to Project Management.
At the end of this training, participants will have a clear understanding of: • • • • • • • • • • •
Click here to view course on iTrent
44
Introduction to Project Management Overview of Project Management at Genesis Housing Association Introduction to the Genesis Housing Association Project Lifecycle (incl. Project Initiation) Project Organisation The Business Case and Business Readiness Delivering the Project Risk Change Control and Configuration Management Communications, Stakeholder Relationships and Reporting Lessons Learned Capture, Management and Implementation Project Closeout
Management Development
PROGEN: PROJECT SPONSOR
SUITABLE FOR: Staff who with project sponsor responsibilities DATE:
VENUE:
AIMS:
OBJECTIVES:
3 July 2015
Atelier House, Camden
To provide participants with a clear understanding of the role and responsibilities of a Project Sponsor in line with the Genesis approach and methodology for Project Management.
At the end of this training, participants will have a clear understanding of:
Click here to view course on iTrent
• • • • • • • • • •
Project Organisation and the Project Sponsor ROl The Business Case and the link between the Project and Organisational Strategic Intent Project and Organisation Risk Change Decisions Communications, Stakeholder Relationships and Reporting Project Closeout The Genesis Housing Association Project Lifecycle Review of the link between the Project and Organisational Strategic Intent Introduction to Phase Reviews and Phase Gates The Phase Review Process Leading and Delivering a Phase Review
45
Management Development
PROJECT IN A BOX
SUITABLE FOR: DATE:
VENUE:
Click here to view course on iTrent
46
AIMS:
OBJECTIVES:
Management Development
RECRUITMENT AND SELECTION
SUITABLE FOR: DATE:
VENUE:
AIMS:
OBJECTIVES:
Click here to view course on iTrent
47
Management Development
REPORT WRITING FOR MANAGERS
SUITABLE FOR: All managers DATE:
VENUE:
AIMS:
OBJECTIVES:
To provide the skills needed to write effective business reports.
At the end of this training, participants will have a clear understanding of: • • • •
Click here to view course on iTrent
48
Understand the need for clear, engaging writing when writing business reports. Understand the components of an effective report. Learn how to format a report. Learn the writing skills to write your report in a way likely to better engage your audience.
Management Development
ROOT CAUSE ANALYSIS
SUITABLE FOR: All managers who undertake detailed analysis to improve systems to reduce incidents or processes which prevent or frustrate the delivery of high quality services DATE:
VENUE:
AIMS:
OBJECTIVES:
13th May
John Astor House
The aim of this course is to introduce some of the root cause analysis methodology Focusing correction on root causes has the goal of entirely preventing problem recurrence.
The course will cover:
Click here to view course on iTrent
• • •
• • •
Phase I: Problem identification: Understanding the strategies for fact gathering will include looking at customer complaints, interrogating the accounts including credit records, interviews, workshops etc. Phase II: Problem description: The criteria for including problems in the analysis need to be fully understood. These will include the use of flowcharts, critical incident, spider charts, purpose and application matrices and problem understanding checklists. Phase III: Cause analysis: Cause analysis tools that may be used are histograms, Pareto charts, scatter charts, relations diagrams and affinity diagrams. Some but not all of these would be used according to their suitability in particular circumstances. Following this the cause and effect stage has been reached and the effects and therefore potential root causes can be identified, Tools for this are cause and effect charts, matrix diagrams and the “five whys” or the “why, why” chart. Phase IV: Solution development: Potential solutions need to be developed and presented for the decision makers and the comparative benefits and cost effectiveness of all prevention options shown. Practical case studies associated with RCA. Exercises associated with re-enforcing the morning's RCA theory.
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Leadership Development
Level
Go MAD Programme Outline Course Content
50
3
Leadership Development
GO M.A.D PROGRAMME BACKGROUND Go M.A.D have been transforming managers into leaders for over a decade and are passionate about inspiring people to make a difference, helping individuals, teams, organisations and communities to achieve measurable results. The focus is to equip people with the skills to become solution focused leaders who achieve results and inspire their people to make a difference. They help leaders or those identified as potential leaders to first take responsibility to lead themselves. Go M.A.D work at an organisational level to help leadership teams with their thinking when planning or reviewing vision, strategy or change. This facilitation is based around the powerful thinking system for leadership teams the Go M.A.D Organisational Development Framework. The Go M.A.D. Framework is used at a personal level to help your leaders become aware of the thoughts that influence the actions they take and therefore the impact this has on the results achieved.
This will focus your leaders on a set of key questions to answer as a team to diagnose issues, discover different perspectives and create an aligned team. Focusing on your key issues and needs, bespoke Leadership Thinking programmes will be developed to ensure your leaders drive the business forward to achieve and improve results.
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Leadership Development
GO M.A.D PROGRAMME
SUITABLE FOR: DATE:
VENUE:
Click here to view course on iTrent
AIMS:
OBJECTIVES:
Personal / Career Development
Level
Assertiveness
1
Letter Writing
1
Managing Meetings
1
Presentation
1
Train the Trainer
1
53
Personal / Career Development
ASSERTIVENESS
SUITABLE FOR: All staff DATE:
VENUE:
Click here to view course on iTrent
54
AIMS:
OBJECTIVES:
To provide you with the knowledge and skills to become more assertive when dealing with different people in challenging situations.
At the end of this training, participants will have a clear understanding of: • • •
Recognising what makes effective communication Know the difference between Assertive, Aggressive and Passive behaviours Deal more confidently and effectively with difficult situations
Personal / Career Development
LETTER WRITING
SUITABLE FOR: DATE:
VENUE:
AIMS:
OBJECTIVES:
Click here to view course on iTrent
55
Personal / Career Development
MANAGING MEETINGS
SUITABLE FOR: DATE:
VENUE:
Click here to view course on iTrent
56
AIMS:
OBJECTIVES:
Personal / Career Development
PRESENTATION SKILLS
SUITABLE FOR: DATE:
VENUE:
AIMS:
OBJECTIVES:
Click here to view course on iTrent
57
Personal / Career Development
TRAIN THE TRAINER (2 Days)
SUITABLE FOR: All staff who will delivering training internally DATE:
VENUE:
23 & 24 April 2015
Atelier House
29 & 30 April 2015
John Astor House
23 & 24 July 2015
John Astor House
19 & 20 August 2015
Atelier House
Click here to view course on iTrent
58
AIMS:
OBJECTIVES: By the end of the two days the delegates will: • • • • • • • • •
Understanding and using inclusive teaching and learning approaches in training Course and programme design - formats and techniques. Learning and memory. Media and tools. Environments for successful delivery. Facilitating the group. Questioning and positioning. Managing challenging participants. Evaluating and measuring training.
Housing
Level
Anti-Social Behaviour Awareness (Crime and Policing Act 2014)
1
Basic Communal Repairs Awareness
1
Building Styles and Faults
1
Customer Journey Mapping
1
Customer Service: Delivering the Genesis Service Style
1
Developing Neighbourhood Plans
1
Ensemble
1
Hate Crimes
1
Introduction to Housing
1
Introduction to Housing Management Law
1 More Housing Courses on the next page
59
Housing
Level
ReACT
1
Resident Engagement and Capacity Building
1
Service Charges
1
Tenancy Fraud
1
Understanding Domestic Abuse
1
Understanding Mental Illness and Learning Disability in Anti-Social Behaviours and Housing Management
1
Welfare Reform
1
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Housing
ANTI SOCIAL BEHAVIOUR AWARENESS (CRIME AND POLICING ACT 2014)
SUITABLE FOR: DATE:
VENUE:
Click here to view course on iTrent
AIMS:
OBJECTIVES:
Course will aim to equip officers with knowledge, and understanding of various forms of ASB. Emphasis of learning will focus on using the ASB case management effectively and efficiently to achieve high levels of customer satisfaction.
At the end of course, attendees will have the skills, knowledge and understanding of the tools available to resolve various ASB issues. Course will Cover: • • • • •
Current legislation Genesis ASB case management process Risk Assessment Partnership working Identifying vulnerabilities when dealing with ASB issues
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Housing
BASIC COMMUNAL REPAIRS AWARENESS
SUITABLE FOR: DATE:
VENUE:
Click here to view course on iTrent
62
AIMS:
OBJECTIVES:
Housing
BUILDING STYLES AND FAULTS
SUITABLE FOR: DATE:
VENUE:
AIMS:
OBJECTIVES:
Click here to view course on iTrent
63
Housing
CUSTOMER JOURNEY MAPPING
SUITABLE FOR: DATE:
VENUE:
Click here to view course on iTrent
64
AIMS: Customer journey mapping is a structured approach to identifying what customers need and most value from our products and services.
OBJECTIVES: At the end of this course, participant will be able to: Identify the elements of service and product design that add little or no value to customer satisfaction
Housing
CUSTOMER SERVICE –DELIVERING THE GENESIS SERVICE STYLE
SUITABLE FOR: All Genesis staff delivering services DATE:
VENUE:
AIMS: This is a suite of training aimed at enabling Genesis staff to meet and exceed service standards for the housing sector.
OBJECTIVES: The suite of courses will enable Genesis staff to: Address challenging situations and deliver difficult messages. Address service recovery situations to rebuild customer confidence Develop strategies to remain positive and engaged
Click here to view course on iTrent
65
Housing
DEVELOPING NEIGHBOURHOOD PLANS
SUITABLE FOR: DATE:
VENUE:
Click here to view course on iTrent
66
AIMS:
OBJECTIVES:
Housing
ENSEMBLE
SUITABLE FOR: Genesis staff who engage with customers and who may need to explain service charges DATE:
VENUE:
3 Hour Course
AIMS:
OBJECTIVES:
The aim of this course is to introduce Opus Ensemble’s key functions will assist users in their day to day roles when dealing with service charges, whether it’s providing information for customers, reviewing actual costs or budget setting.
The course will cover: • • • •
Customer screen Customer Information Budget Actuals
Click here to view course on iTrent
67
Housing
HATE CRIMES
SUITABLE FOR: Genesis staff who engage with customers and who may need to explain service charges DATE:
VENUE:
Click here to view course on iTrent
68
AIMS:
OBJECTIVES:
Housing
INTRODUCTION TO HOUSING
SUITABLE FOR: Recently appointed staff with little or no experience of social housing. Not suitable for those with experience DATE:
VENUE:
AIMS:
OBJECTIVES:
4 May 2015
John Astor House
To provide an overview and understanding of the housing sector and the role of social housing providers.
The course will cover: • • • • • •
The origins of social housing, the vision and purpose of housing providers The key providers, the range of housing provision and people housed Funding, the four primary activities of housing providers and the six internal disciplines The relationship with other bodies such as local authorities, and the Homes and Communities Agency Key concepts, recent changes, regulation, equality and diversity Contracts: rights and responsibilities from a customer
Click here to view course on iTrent
69
Housing
INTRODUCTION TO HOUSING MANAGEMENT LAW
SUITABLE FOR: This course is suitable for all staff who need an introduction/overview of housing management law DATE:
VENUE:
AIMS:
OBJECTIVES:
14 May 2015
John Astor House
To provide participants with an overview of housing law affecting management of secure and assured tenancies and to provide solutions to some of the common problems.
By the end of the course you will be able to: • • • • • •
Click here to view course on iTrent
70
•
Understand the nature of a tenancy Differentiate between assured and secure tenancies and apply relevant principles Have an overview of starter, introductory and demoted tenancies Identify the rights and duties of landlords and tenants resulting from the tenancy agreement and statute Deal with common problems in accordance with the law and good practice Identify the housing consequences of relationship breakdown and follow appropriate procedures Implement tenancy changes on assignment, exchange, court order and death of tenant
Housing Â
ReACT
SUITABLE FOR: All users of the ReAct ASB case management system DATE:
VENUE:
AIMS:
OBJECTIVES:
This half day course is aimed at supporting Genesis manage ASB cases in the most timely and efficient way.
The course will cover: Receiving and logging cases Case management process Preparing reports Using the software correctly to manage cases
Click here to view course on iTrent
71
Housing
RESIDENT ENGAGEMENT AND CAPACITY BUILDING
SUITABLE FOR: Neighbourhood teams and all other Genesis staff supporting our Mission “To create and sustain thriving communities” DATE:
VENUE:
AIMS:
OBJECTIVES:
To review best practice in resident engagement, what works well, and what might be developed.
By the end of the course you will be able to: Implement tenancy changes on assignment, exchange, court order and death of tenant This course will cover: •
Click here to view course on iTrent
72
• • • •
Review of current practice in neighbourhood involvement in service improvement Options for neighbourhood involvement Regulations and expectations Genesis Wheel of Involvement Neighbourhood involvement cycle and motivation
Housing
SERVICE CHARGES
SUITABLE FOR: This course is suitable for all staff who need to understand service charges to support queries from Genesis customers DATE:
VENUE:
Click here to view course on iTrent
AIMS:
OBJECTIVES:
The aim of this course is to provide an understanding of the way service charges are developed, relevant legislation, and the roles and responsibilities of Genesis staff.
The course will cover: 1. Overview of service charges a. Management fee b. Audit Fee c. Sinking fund/reserve fund d. Managing agent 2. Key dates 3. Budget process 4. Actuals process 5. Dealing with complaints and queries, including relevant legislation 6. How we work with residents 7. Neighbourhood Manager Responsibilities 8. Value For Money 9. Systems used.
73
Housing
TENANCY FRAUD
SUITABLE FOR: This course is suitable for all staff who need to identify tenancy fraud, or how to proceed should they have a concern that fraud might be occurring DATE:
VENUE:
Click here to view course on iTrent
74
AIMS:
OBJECTIVES:
The aim of the course is to raise awareness of the different types of fraud encountered by Social Housing, and to enable delegates to detect suspected cases of fraud and irregularities, and where possible, to adopt best practice to reduce the risk of fraud.
Course objective
Fraud referral process – In conjunction with the awareness training, a fraud referral briefing will be given to ensure understanding of the new process that has been introduced when a case can be considered for investigation, and to clarify expectances when referring a case.
By the end of this course the following should be achieved/covered: • • • •
• •
Knowledge of the various types of fraud. Ability to identify suspected cases or fraud or irregularities, including key indicators. Methods and tools available to enable successful investigation of identified cases Knowledge/understanding of the fraud process from point of identifying the fraud to referral/acceptance by the fraud investigator. Ability to verify basic discrepancies to help establish if it is a genuine discrepancy or suspected fraud. Best practice approachs to maximise potential for identifying fraud, and best use of GHA resources.
Housing
UNDERSTANDING DOMESTIC ABUSE
SUITABLE FOR: DATE:
VENUE:
AIMS:
OBJECTIVES:
This course is aimed at housing professionals in tenancy and housing management. It will be particularly relevant to those working directly with adults and young people.
By the end of this workshop delegates will be able to: • • • • • •
Click here to view course on iTrent
•
Demonstrate an increased awareness of domestic abuse. Recognise the signs of domestic abuse. Appreciate the difficulties involved in disclosing and leaving abusive partner. Understand the need for multiagency working. Advise and refer victims to specialist support services. Demonstrate how to respond appropriately to disclosures of domestic abuse. Understand how an effective workplace policy can protect victims.
75
Housing
UNDERSTANDING MENTAL ILLNESS AND LEARNING DIABILITY IN ANTI SOCIAL BEHAVIOUR AND HOUSING MANAGEMENT
SUITABLE FOR: DATE:
VENUE:
AIMS: Staff tackling anti-social behaviour (ASB) and housing management often struggle to understand mental illness and learning disability.
This full day workshop aims to increase understanding of mental illness and learning disability, the effect on housing and the practical tools and responses available to the housing professional. The course explores both victim and perpetrator perspectives.
OBJECTIVES: At the end of this course you will be able to: • • • • • • • • • • •
Click here to view course on iTrent
76
Clarify what is meant by personality disorder and the implications for housing providers Understand psychosis and consider practical helpful responses Identifying mental capacity and learning disability in perpetrators of ASB at an early stage Understanding lessons from serious case reviews e.g. Fiona Pilkington An understanding of the law: the NHS and Community Care Act (1990), the Mental Health Act (1983 and 2007) , Safeguarding Vulnerable Adults Act (2006) a, Mental Capacity Act (2005) and the Equality Act 2010 Clarify services, assess criteria and interventions related to mental health needs and how to effectively access them, including: Confidence in using risk assessment matrix to assess vulnerability Use of community care and mental health assessments Family intervention projects The court of protection Explore relevant case law including: o North Devon Homes v Brazier o Manchester City Council v Romano o Malcolm v Lewisham
Housing
WELFARE REFORM
SUITABLE FOR: This course is suitable for all staff DATE:
VENUE:
AIMS:
OBJECTIVES:
24 April 2015
Utopia House
By the end of this course staff should be able to:
27 April 2015
Bury St Edmunds
To provide participants with a clear understanding of the Welfare Reform changes being rolled out from April 2013 will have a major impact on the lives of our residents and also potentially a significant impact on the income stream for the business.
Click here to view course on iTrent
Staff across all business areas need to be aware of how to identify residents who will be affected and what GHA are doing as a business to mitigate the impact.
• • • • • • •
Understand the roll out timetable for Welfare reform Identify which benefits are included in the Overall Benefit Cap Understand the exemption criteria for the Overall Benefit Cap Understand the Social Sector Size Criteria and how it will be applied Be aware of the roll out timetable of Universal Credit and the potential impact on GHA and residents Be aware of what GHA is doing as an organisation to mitigate the impact Have an understanding of actions you can take to help residents mitigate the impact of the changes and to pay their rent.
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Care and Support
Level
Genesis Training Requirements for Care Staff Food Hygiene
1
Food Hygiene Infection Control
2 1
In-Form for Managers In-Form for Support Delivery
2 1
Introduction to Dementia Introduction to Mental Health Managing Challenging Behaviour
1 1 1
Manual Handling with People Medication Awareness
1 1 More Care and Support Courses on the next page
78
Care and Support Mental Capacity Act/DoLS Professional Boundaries
Level 1 1
Safeguarding
1
Tissue Viability Awareness
1
Working with Dignity and Respect
1
79
Care and Support
Genesis Training Requirements for Care Staff * The following information sets out the training and competency requirement to ensure Genesis staff are able to meet the requirements set by both Skills for Care and the Essential Standards for Quality and Safety from the Care Quality Commission (CQC). From 1 April 2015, we will begin assessing against the new Care Certificate for Health and Social Care Professionals, and changes are being made to add a second day to our corporate induction for care staff to enable planning to ensure the knowledge and competency requirements for the Care Certificates can be met within the first 12 weeks of employment. New staff, or those who have recently completed the Common Induction Standards, which the Care Certificate replaces, can work with their line manager or in team meetings to use the Care Certificate Standards Self-Assessment Tool to identify any gaps in knowledge or competence which will need to be addressed. Service managers are responsible for judging whether the jobs of individual staff require them to meet the additional standards in the Care Certificate;. Further guidance is available from the Learning and OD Team, as well as Skills for Care * Please note, staff in non-CQC registered services that access care training to provide additional support for residents, as in some supported living schemes or those providing floating support, will have their competency assessed using the same evidence requirements as used for the care certificate. Further guidance is available from the L&OD Team
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The Care Certificate is based on 15 standards, all of which individuals need to complete in full before they can be awarded their certificate: 1. Understand your role 2. Your personal development 3. Duty of care 4. Equality and diversity 5. Work in a person centred way 6. Communication 7. Privacy and dignity 8. Fluids and nutrition 9. Awareness of mental health, dementia and learning disability 10. Safeguarding adults 11. Safeguarding Children 12. Basic Life Support 13. Health and Safety 14. Handling information 15. Infection prevention and control Completion of the relevant Care Certificate standards is a requirement before staff can work without ‘line of sight’ supervision. Assessment of competence can be made through a combination of: • • • •
Knowledge test Observation – supported by a witness statement from suitably experienced staff member 1-2-1 Supervision Focused discussions at team meetings
Care and Support
FOOD HYGIENE
SUITABLE FOR: Staff who have minimal or no prior food safety knowledge, but handle low-risk or wrapped food. DATE:
VENUE:
26 May 2015
Amber Court
7 July 2015
Amber Court
AIMS:
OBJECTIVES: At the end of this training, participants will have a clear understanding of: • • • •
Click here to view course on iTrent
Care Certificate Elements: 8.3b
Food Safety (food hygiene, hazards, responsibilities) Personal Hygiene Cleaning Contamination
Care and Support
FOOD HYGIENE
SUITABLE FOR: Staff who have minimal or no prior food safety knowledge, but handle low-risk or wrapped food. DATE:
VENUE:
AIMS:
OBJECTIVES:
Amber Court
The aim of the course is for attendees to gain valuable information on Food Safety issues which they will encounter during their working.
By the end of the session students should be able to:
Click here to view course on iTrent
Care Certificate Elements: 8.3b
82
• • • •
To promote better food practices To increase awareness of food hygiene issues To carryout assigned tasks in both safe and efficient manner To understand the legal responsibilities of both the employer and employee as defined by the Food Safety Act.
Care and Support
INFECTION CONTROL
SUITABLE FOR: Frontline care workers or support staff DATE:
VENUE:
AIMS:
OBJECTIVES:
This course will focus on giving front line staff an overview of good practice through understanding the general principles of Infection Control.
At the end of this training, participants will be able to: • • • • •
Appreciate the particular infection risks associated with clients within their homes and in residential settings Provide basic knowledge of microbiology and infection control Apply infection control principles to care settings Identify and mange common and important infections Appreciate organisational issues pertinent to infection control
Click here to view course on iTrent
Care Certificate Elements: 15
83
Care and Support
IN-FORM MANAGEMENT INFORMATION
SUITABLE FOR: Services Coordinator, Services Manager, Business Manager* DATE:
VENUE:
PREREQUISITES: In-Form for support delivery Click here to view course on iTrent
84
AIMS:
OBJECTIVES:
This course will introduce the In-Form CRM system to support the delivery of our support services.
The course will cover: • Support Planning and managing Needs & Risks on In-Form • Case Recording – Progress notes, Risk management, Safeguarding plans • Customer Journeys • Keeping track of things with – Views and Reports • *This course is also suitable for business development, practice development, service improvement who do not need to attend the In-Form for Support Delivery course as a prerequisite.
Care and Support
IN-FORM FOR SUPPORT DELIVERY
SUITABLE FOR: Staff who work in support services DATE:
VENUE:
AIMS:
OBJECTIVES:
This course will introduce the In-Form CRM system to support the delivery of our support services.
The course will cover: • • • •
Support Planning and managing Needs & Risks on InForm Case Recording – Progress notes, Risk management, Safeguarding plans Customer Journeys Keeping track of things with – Views and Reports
Click here to view course on iTrent
85
Care and Support
INTRODUCTION TO DEMENTIA
SUITABLE FOR: Staff who work with our residences particular with the Care and Support sector DATE:
VENUE:
AIMS:
OBJECTIVES:
13 July 2015
Lawrence Hall
20 July 2015
Lawrence Hall
To provide participants with a clear understanding of what is dementia?
At the end of this training, participants will have a clear understanding of:
28 July 2015
Lawrence Hall
• • • •
Click here to view course on iTrent
Care Certificate Elements: 9.1 through to 9.6 86
Facts and common misconceptions The different areas of the brain The different types of dementia & the key characteristics of each Causes/risk factors
• • • • •
The common difficulties and how we can help Four common areas of difficulty faced by people with dementia Emotional Impact on individual, family & friends Support framework around the person Difficulties faced by people with dementia not caused by brain damage
Care and Support
INTRODUCTION TO MENTAL HEALTH (2 Days)
SUITABLE FOR: Staff who work with our residences particular with the Care and Support sector DATE:
VENUE:
AIMS:
OBJECTIVES:
Click here to view course on iTrent
Care Certificate Elements: 9.1 through to 9.6
87
Care and Support
MANAGING CHALLENGING BEHAVIOUR
SUITABLE FOR: All Care and Support staff whose work includes administering medication to clients. DATE:
VENUE:
AIMS:
OBJECTIVES:
19 March 2015 15 April 2015 13 May 2015 16 June 2015 16 July 2015 10 September 2015
Lawrence Hall Lawrence Hall Lawrence Hall Lawrence Hall Lawrence Hall Lawrence Hall
To provide participants with a clear understanding of what is challenging behaviour: 1. Duty of care, organisation/individual responsibilities 2. Risk assessment a. Factors influencing behaviour b. Personal c. Environmental
At the end of this training, participants will have a clear understanding of: • Asking the right questions • What purpose does the challenging behaviour serve? • Impact of challenging behaviour • The person as a unique individual • Treating the person with dignity & respect Positive approaches • Increasing opportunities for social interaction/emotional outlet • Effects on other service users • Improving/adapting communication strategies • Recognising & addressing effects of sensory impairment/sensitivity • Reducing stimuli • Empowering choice & control • Mental Capacity Act , Safeguarding Recognising & defusing conflict • 5 stages of emotional arousal • Responding appropriately • Use of positive reinforcement • The benefits of team
Click here to view course on iTrent
Care Certificate Elements: 9.1 through to 9.6, 3.5a, 3.5b, 3.5c, 3.5d, 3.5e, 5.3 88
Care and Support
MANUAL HANDLING WITH PEOPLE
SUITABLE FOR: All staff who provide hands on care for Genesis customers DATE:
VENUE:
AIMS:
OBJECTIVES:
14 July 2015
Amber Court
To provide inexperienced personnel with the necessary knowledge and skills to be able to carry out their jobs in a safe and effective manner whilst providing an appropriate standard of care for the client.
At the end of the course participants will have:
Click here to view course on iTrent
•
Knowledge of safer moving and handling techniques
•
Knowledge of the current legal requirements of the Health and Safety at Work Act 1974 and the Manual Handling Operations Regulations 1992
•
The skills to identify risks related to moving and handling people
•
An understanding of the ergonomic principles of safer moving and handling
Care Certificate Elements: 5.3
89
Care and Support
MEDICATION AWARENESS
SUITABLE FOR: All Care and Support staff whose work includes administering medication to clients. DATE:
VENUE:
AIMS:
OBJECTIVES:
19 March 2015
Lawrence Hall
At the end of this course participants will:
15 April 2015
Lawrence Hall
13 May 2015
Lawrence Hall
16 June 2015
Lawrence Hall
This course will give health care workers an opportunity to explore issues surrounding drug and medication administration, thereby raising awareness and developing an understanding of this subject.
16 July 2015
Lawrence Hall
10 September 2015
Lawrence Hall
• •
Click here to view course on iTrent
•
Care Certificate Elements: 13.5 90
• • •
Understand the clinical meaning of drugs Identify the different forms of medication, system of naming and grouping Understand how drugs work, their effects, side effects and interactions Review the 8 principles of handling medication Highlight best practice in sourcing, storing, administering, recording and disposing of medicines Understand the importance of choice, consent and mental capacity
Care and Support
MENTAL CAPACITY ACT
SUITABLE FOR: All Care and Support staff whose work includes administering medication to clients. DATE:
VENUE:
11 May 2015
Lawrence Hall
8 July 2015
Lawrence Hall
14 July 2015
Lawrence Hall
21 July 2015
Lawrence Hall
29 July 2015
Lawrence Hall
AIMS:
OBJECTIVES:
Click here to view course on iTrent
Care Certificate Elements: 9.1 through to 9.6 91
Care and Support
PROFESSIONAL BOUNDARIES
SUITABLE FOR: All Genesis staff with direct contact with customers. DATE:
VENUE:
AIMS:
OBJECTIVES:
The course aims to enable participants to define the limits of their roles and understand the need for clear professional boundaries. It will help them to identify the particular areas where boundaries are at risk of being crossed.
At the end of this training, participants will have a clear understanding of:
Using typical scenarios, both informative and participative, it will describe good practice around operating professional boundaries.
Click here to view course on iTrent
Care Certificate Elements: 1.1b, 1.1c, 1.3b, 1.3c 92
• • • • •
•
Codes of conduct and why we need them The legal and regulatory requirements for a code of conduct and professional boundaries The limits of clear professional boundaries The customer/worker relationship in this context How to recognise ‘grey areas’ where professional boundaries are at risk of being crossed, and the associated risks Good practice that can be implemented in the workplace
Care and Support
SAFEGUARDING
SUITABLE FOR: This course is suitable for staff who work directly or indirectly with vulnerable residents. DATE:
VENUE:
AIMS:
OBJECTIVES:
To provide information that you need to be aware of when working with and safeguarding vulnerable people.
At the end of this training, participants will have a clear understanding of: •
The issues for housing management and supporting agencies
•
Vulnerability, contributing factors and the impact on individuals, families and tenancy
This course will cover:
Click here to view course on iTrent
•
Definitions
•
Abuse / Significant / Serious harm
•
Duty of care, organisation/individual responsibilities
Care Certificate Elements: 10.1, 10.2, 10.3, 10.4, 11.1 93
Care and Support
TISSUE VIABILITY AWARENESS
SUITABLE FOR: Staff who provide domiciliary care or similar care services DATE:
VENUE:
AIMS:
OBJECTIVES:
16 April 2015
Amber Court
To provide participants with a clear understanding of what is Tissue Viability and:
By the end of the day the delegates will:
• •
Click here to view course on iTrent
Care Certificate Elements: 5.3, 5.4, 5.5 94
• • • • • •
Wound management Pressure ulcer prevention and management Leg ulcer prevention and management Surgical and trauma wounds Diabetic foot ulcers Infection control Nutrition and hydration Skin care
• • • • • • • •
Understand the importance of observation, reporting and recording Know how to conduct a skin inspection Know how to use pressure relieving aids Know how to treat pressure sores Understand the importance of appropriate skin care Know how to move and position service users Understand the role of proper nutrition and hydration as a preventive measure Understand the role of safeguarding and what constitutes neglect within this
Care and Support
WORKING WITH DIGNITY AND RESPECT
SUITABLE FOR: Genesis staff working in care and support services DATE:
VENUE:
AIMS:
OBJECTIVES:
17 April 2015
Tower Bridge
Using the common core principles of dignity as a framework, the aims of this course is to increase delegates’ awareness of the impact their personal beliefs, attitudes and behaviours can have on the level of respect and dignity they give and receive in the work place.
By the end of this course, delegates will be able to:
Click here to view course on iTrent
• • • •
Care Certificate Elements: 5.6, 6.1, 6.2, 6.3, 6.4, 7.1, 7.2
• •
Describe why every individual has a unique sense of dignity and self-worth Explain the relevance of choice and control to a person’s dignity Explain why communication is central to maintaining the dignity of individuals List at least six things they can do to respect the privacy and dignity of individuals when supporting them with their personal care Explain why it is their personal responsibility to maintain and develop their knowledge and practical skills Describe the actions they would take if they believed the culture or practices within their working environment did not respect the dignity of individual customers or colleagues
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IT
Level
Clarity Mail
1
CRM: Complaints
1
Microsoft Excel 2010 Advanced
3
Microsoft Excel 2010 Intermediate
2
Microsoft Excel 2010 Introduction
1
Microsoft Excel VLookup and Pivot Tables
3
Microsoft Word – Mail Merge /Clarity Mail
1
Office 365 and Lync
1
PC Skills
1
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IT
CLARITY MAIL
SUITABLE FOR: All new members of staff DATE:
VENUE:
AIMS:
OBJECTIVES:
16th March
Atelier House Paris
27th March
Atelier House Cape Town
At the end of this training, participants will have a clear understanding of:
30th March
Atelier House Paris
To provide participants with an understanding of the benefits of using the Clarity mailing option, and enable them to use the system for remote and bulk mailing.
• • • •
Click here to view course on iTrent
The cost and efficiency benefits of using the Clarity Mail system How to print, review, and despatch letters via Clarity How to use the Clarity system in conjunction with the Mail Merge features in Microsoft Word How to use the Clarity Mail Portal to review, hold, or cancel outgoing mailings
97
IT
CRM: COMPLAINTS
SUITABLE FOR: Staff who are responsible for dealing with customer complaints DATE:
VENUE:
AIMS:
OBJECTIVES:
To provide participants with an understanding of how to manage and resolve complaints which are assigned to them via the CRM system.
At the end of this training, participants will have a clear understanding of how: To give delegates an overview of the Genesis customer complaints processes To enable delegates to search for Client and Case records within the CRM system To enable delegates to manage complaints which have been assigned to them To allow delegates to add notes, emails, and documents to CRM complaints cases via Microsoft Outlook To ensure that delegates can manage their own work queues within the CRM system
Click here to view course on iTrent
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To enable authorised staff to reallocate complaints cases where appropriate
IT
MICROSOFT EXCEL ADVANCED
SUITABLE FOR: DATE:
VENUE:
PREREQUISITE: MS Excel 2010 Intermediate
Click here to view course on iTrent
AIMS:
OBJECTIVES:
To provide participants with skills and techniques to proficiently use spread sheets.
At the end of this training, participants will have a clear understanding of how to: • • • • • • • •
Utilise advanced formulae and Functions Use Text and Date & Time Functions Use nested IF Functions Create a Lookup Table to display data in a neat answer table Trace formulae and errors with Auditing Tools Create complex Pivot Tables that provide pertinent answers Ensure correct data entry with Data Validation tool Perform What IF analysis to compare scenarios and possibilities
99
IT
MICROSOFT EXCEL INTERMEDIATE
SUITABLE FOR: All staff who are comfortable with the basics DATE:
VENUE:
AIMS:
OBJECTIVES:
10th April 2015
Atelier House Beijing
At the end of this training, participants will have a clear understanding of how to:
15th May 2015
Atelier House Beijing
To provide participants with skills and techniques for advance use of spread sheets.
PREREQUISITE: MS Excel 2010 Introduction Click here to view course on iTrent
100
• • • • • • • •
Sort on many columns and add sub totals quickly and easily Work with and manage large multi sheet workbooks Build formulae across worksheets and link data Understand and use the Name Manager Use IF statements to interrogate your data Analyse large amounts of data with Pivot Tables Create Pivot Charts Apply protection to your workbooks, sheets and cells
IT
MICROSOFT EXCEL INTRODUCTION
SUITABLE FOR: All staff who are new to Microsoft Excel 2010 DATE:
VENUE:
AIMS:
OBJECTIVES:
31st March 2015
Atelier House Beijing
14th April 2015
Atelier House Beijing
To provide participants with a basic understanding of spread sheets.
At the end of this training, participants will have a clear understanding of how to:
17th April 2015
Atelier House Beijing
3rd June 2015
Malthouse Beam Room
Click here to view course on iTrent
• • • • • • • •
Create, edit and maintain spread sheets Perform calculations by writing your own formulae Analyse your data with the most common Excel Functions Sort and analyse your large tables and lists of data Format numbers, dates and text to make it readable and meaningful Create useful charts Prepare pages for printing Print exactly what you need and how you need it
101
IT
MICROSOFT EXCEL VLOOKUP AND PIVOT TABLES
SUITABLE FOR: All staff who store data in Excel and need to look up and summarise data efficiently DATE:
VENUE:
AIMS:
OBJECTIVES:
11th March 2015
Utopia Rome
To provide participants with an understanding on how Pivot tables and Vlookup can help manipulate data to quickly summarize and highlight the desired information.
At the end of this training, participants will have a clear understanding of how to:
Click here to view course on iTrent
102
• •
• • • • • •
Use Vlookup or Hlookup function to categorise and find an exact match of data Using the PivotTable Wizard to extract data and automatically categorize and display summarised results in any of its three viewing areas, namely rows, columns or layers. Generate reports Use slicers Rearrange Pivot Tables Using the Pivot Table toolbar Creating Pivot Charts Using Slicers to manipulate data
IT
MICROSOFT WORD MAIL MERGE / CLARITY MAIL
SUITABLE FOR: All new and existing members of staff DATE:
VENUE:
AIMS:
OBJECTIVES:
22nd April 2015
Malthouse Beam Room
13th May 2015
Stratford Dhaka/Copenhagen
17th June
Atelier House Beijing
To provide participants with an understanding of how to create personalised mailings to groups of people using names and addresses.
At the end of this training, participants will have a clear understanding of how to: Mailmerge • Create a Data Source/ understand the Data Source Types • Use the Mail Wizard • Open the Data Source • Create a Main Document • Sort or filter your Data Source • Preview your letters • Perform the merge Clarity Mail • Understand the cost and efficiency benefits of using the Clarity Mail system • Be able to print, review, and despatch letters via Clarity • Be able to use the Clarity system in conjunction with the Mail Merge features in Microsoft Word • Be able to use the Clarity Mail Portal to review, hold, or cancel outgoing mailings
The Clarity mail section is designed to ensure that staff understand the benefits of using the Clarity mailing option, and enable them to use the system for remote and bulk mailing. Click here to view course on iTrent
103
IT
OFFICE 365 AND LYNC
SUITABLE FOR: All new and existing members of staff DATE:
VENUE:
AIMS:
OBJECTIVES:
13th April 2015
Atelier House Cape Town
29th June 2015
Malthouse Beam Room
To provide participants with an understanding of how to manage their emails, calendars, and contacts, and to communicate with staff working remotely or at other offices.
At the end of this training, participants will have a clear understanding of how to: • • • • •
Click here to view course on iTrent
104
•
Send, receive, and manage emails in Outlook 365, and manage the settings in your email account Open, view, and share calendars, create appointments and meetings Search for people in the Genesis directory, and view their contact details Create and share documents using Office 365 and OneDrive Use Lync to communicate with other staff via Instant Messaging, Voice, and Video calling Use Lync to screenshare applications with colleagues
IT
PC SKILLS
SUITABLE FOR: DATE:
VENUE:
AIMS:
OBJECTIVES:
Click here to view course on iTrent
105
Digital Learning Zone Address Your Time Stealers Appraisal Interviewing Best Practice for Effective Business Writing Coaching Styles and Skills Creating and Using a Network Dealing with Stress Express Yourself Giving Presentations Influencing Behaviours More Digital Learning Courses on the next page
106
Leading Others Through Change Making Time Managing a New Team (Encouraging Participation) One-to-One Training Planning to Communicate Punctuation Selection Interviewing Setting Goals The English Sentence The Goals of Coaching What is Assertiveness?
107
Digital Learning Zone
The Genesis Digital Learning Zone contains a number of courses and videos to support skill development, including a suite of Microsoft Office courses which can be accessed by clicking the icon below and logging in using your Genesis email address and password.
Excel 2010 - Beginners
Outlook 2010 - Beginners
PowerPoint 2010 - Beginners
Word 2010 - Beginners
Excel 2010 - Intermediate
Outlook 2010 - Intermediate
PowerPoint 2010 - Intermediate
Word 2010 - Intermediate
In addition to the Microsoft Office Suite, the online short courses listed on the following pages are recommended.
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Digital Learning Zone ADDRESS YOUR TIME STEALERS
APPRAISAL INTERVIEWING
OVERVIEW:
OVERVIEW:
This lets the leaner explore their own time stealer’s – unnecessary tasks, or tasks taking up far more time than they are worth. It then explores ways of avoiding common time stealers like the phone, email and visitors.
The course will focus on:
This course will help to: • • • • •
Understand what a time stealer is Know how to avoid time stealers Learn to focus on what is important Know how and when to delegate Know which meetings to attend
• • • • • •
What is the point of appraisals Structuring the interview Opening the appraisal interview Questioning the appraise Listening to and observing the appraise Closing & follow up
BEST PRACTICE FOR EFFECTIVE BUSINESS WRITING
COACHING STYLES AND SKILLS
OVERVIEW:
OVERVIEW:
Good English means many things to many people. Take style and structure, for example. Style gives the spoken and written word its richness but the words and structure provide meaning.
This course explores the learner’s questioning skills in order to enhance their ability to probe and facilitate the coachee’s development.
This section covers some basic principles of English, such as: • • • •
The subject of a sentence should agree with the verb Where there is more than one subject to a sentence joined by AND they become plural and take a plural verb When a pronoun is the subject of a sentence the same rules apply Try not to finish a sentence with a preposition
This course will help you to: • • • • • •
Discover your natural coaching style Know how and when you use your style Learn which styles are most useful Recognise your behaviour as a couch Learn some useful questioning techniques It should take you between 25 and 30 minutes to complete
109
Digital Learning Zone CREATING AND USING A NETWORK
DEALING WITH STRESS
OVERVIEW:
OVERVIEW:
Creating and Using a Network investigates how you can create and manage a network to substantially raise the profile of you and your business. The topic also looks at how to identify networking opportunities.
You will look at a number of techniques for coping with stress and how you can develop long term resilience to stress.
Understand what networking is: • • • •
Know how to create and manage a network Understand how to maintain a network Know how to identify networking opportunities Understand the development of business triangles
• • • • • •
Learn techniques for coping with stress at work and at home Learn techniques for reducing stress Understand how sharing your problem will help Learn to say no Start to think positively Understand how to live a healthy life in order to reduce stress
EXPRESS YOURSELF
GIVING PRESENTATIONS
OVERVIEW:
OVERVIEW:
This topic examines how you can express yourself in the most effective way with different people in different situations. It also looks at how you might be perceived by your listener and how your relationship affects the interaction.
Giving a presentation to a group of senior managers can be a challenging, even daunting experience. Especially if you have to tell them something they might not want to hear! So, it is important that both your words and actions send out the right message if you want your presentation to succeed.
• • • •
110
Know how to express yourself effectively Know how you are perceived by others Know the interaction is affected by your relationship Know how your relationship is affected by the interaction
Key learning areas: • • • •
Introducing the presentation Impression management Establishing rapport Crating a supportive communication climate
Digital Learning Zone INFLUENCING BEHAVIOURS
LEADING OTHERS THROUGH CHANGE
OVERVIEW:
OVERVIEW:
This topic examines why influencing is a skill you are likely to need more and more. It then examines some of the key aspects of influencing, as well as ways to negotiate around an impasse.
This course addresses the challenges of leading change. How the style learner adopts and the way they communicate influences their effectiveness, how taking account of feeling and emotions is crucial, and why empowerment is important in implementing change.
This course will help you to: • • • •
Understand what influencing is Know how influencing can help maintain relationships Know how to understand the needs of others Know techniques to use if you reach an impasse
This course will help you to: • • • •
Learn to lead by example Understand how being honest and open will help others through change Understand Kotter’s eight step approach to successful change Know how to use good communication
MAKING TIME
MANAGING A NEW TEAM (ENCOURAGING PARTICIPATION)
OVERVIEW:
OVERVIEW:
You will look at techniques for planning and prioritising your work and improving your efficiency.
Encouraging whole team participating requires application of a range of communication and role specific skills. This topic looks how whole team participation Can be encouraged through the planning and management of meetings
• • • • • •
Understand the importance of planning your goals Know what is important Know what is urgent Be able to make a daily plan Understand the importance of good house keeping Know how to avoid time wasters
• • • •
Be able to plan and manage meetings effectively Be able to communicate using role specific skills Understand how to encourage all members of the team Be able to deal with interpretations and aggressions
111
Digital Learning Zone ONE-TO-ONE TRAINING
PLANNING TO COMMUNICATE
OVERVIEW:
OVERVIEW:
This course shows you how to teach as a one-to-one trainer, passing on your skills and knowledge to someone new to the job. Rather than an indepth look at training theory, we’ll show you a range of techniques and give you some practical tips for an effective one-to-one training session.
This topic shows you what to consider when thinking ahead and planning your communication – in one-to-one and group interaction, in formal and informal and in writing.
This involves guiding you through the whole training process, i.e. before, during and after. The overall outcome of the course is to help you deliver effective one-to-one training sessions.
• • • •
Understand how to communicate one-to-one Know how to communicate to a group Understand the differences between formal and informal situations Know how to communicate in writing
PUNCTUATION
SELECTION INTERVIEWING
OVERVIEW:
OVERVIEW:
Punctuation is very important in all written work. Business letters can convey their meaning easily, provided they are well punctuated. Letters that are clear, concise and well organised are more likely to achieve their objectives than those that are not so well written.
Selection interview is one of the key management techniques for evaluating whether a job applicant is suitable for the post on offer.
Good letters make use of punctuation sparingly. We recommend learners to complete the Punctuation test module after completing this online course.
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This course supplies a comprehensive guide to developing your skills in selection interviewing no matter how your organisation goes about selecting staff. The course looks at all aspects of the selection interviewing process.
Digital Learning Zone SETTING GOALS
THE ENGLISH SENTENCE
OVERVIEW:
OVERVIEW:
This course asks the learner to reflect on the goals they have set in their life. It explores the values of such goals in life and in business. It looks at ways to ensure the team members goals link to team goals and the team goals link to the business goals.
This course is a refresher in the science of constructing proper sentences. It covers the basic types of words and how they go together in sentences.
• • • •
Understand the importance of setting goals Be able to set achievable goals for all aspect of your life Be able to identify what distractions might be stopping you achieving your goals Set goals that link in with your team and business
We recommend learners to complete the punctuation test module after completing this online course.
THE GOALS OF COACHING
WHAT IS ASSERTIVENSS?
OVERVIEW:
OVERVIEW:
This course uses true stories to prompt the learner to think about people’s true, untapped potential; how self-awareness on the part of the coachee, is a crucial first step to the primary goal of coaching – to make the coachee successful.
Explores the theories and behaviours associated with assertiveness and the effects and consequences of assertiveness and non-assertiveness behaviours to enable you to understand your own and other’s behaviours.
This course will help you to: • • • • •
Understand the use of coaching Recognise the benefits of coaching Know the initial key goals of coaching Know why you should encourage self-reflection It should take you between 25 and 30 minutes to complete
• • • •
Be able to plan and manage meetings effectively Be able to communicate using role specific skills Understand how to encourage all members of the team Be able to deal with interpretations and aggressions
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