Public sector training brochure

P U B L I C S E C TO R

TRAINING 2 0 1 6 T R A I N I N G C ATA L OG U E

A DIVISION OF PUBLIC SECTOR PUBLISHING

Contents Who are We?

1

Public Sector Training (PST) Training Courses

2

International Programmes

4

Our Course Offerings Courses in Business Excellence •

EFQM Assessor

6

•

Internal Assessor

6

•

EFQM Validator

7

Courses for Leadership Excellence •

Leaders for Excellence

8

•

Blue Ocean Leadership

8

•

Emotional Intelligence for Leaders

9

Courses for Operational Excellence •

Lead Internal Quality Auditor

10

•

Project Management Professional (PMP)

10

•

Certified Process Professional

11

•

Excellence in Financial Management

12

•

Certified ITIL Practitioner

12

Courses For Strategy Excellence •

Balanced Scorecard Practitioner

14

•

Strategy Excellence

14

•

Portfolio Management for Strategy Execution

15

Courses for People and Customer Excellence •

Human Resources Excellence

16

•

Customer Service Excellence

16

Contact us

17

1

Who are We?

With offices in Abu Dhabi and London, Public Sector Publishing (PSP) is an international brand that prides itself on delivering personalized integrated marketing, capacity building, media production, and content publishing solutions.

PSP has established itself as the partner of choice when addressing the needs of the public and private sector as they look to increase their media presence, develop their workforce, improve results. At the heart of our brand is our commitment to providing our clients with a wide range of services that empower organizational excellence as we guide them through the journey of design, implementation and measurement of solutions that inspire excellent results.

OUR PHILOSOPHY

Love Life, Love People, Love Excellence

OUR MISSION

Empowering our clients to unleash their business excellence potential

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Public Sector Training (PST) A division of Public Sector Publishing, Public Sector Training (PST) was formed to compliment our flagship business excellence magazine’s (Public Sector Excellence) educational value by offering world-class training and competency building programs for our readers and participating organizations.

International Programmes In addition to our training offerings, PST also provides our clients with state of art international courses and tailored international benchmarking and rotation programs aimed at leveraging some of the leading practices across the world.

International Development Programs •

Travel to countries of global best practices or functional interest Engage with local industry: visit and collaborate with leading organizations from public and private sectors, NGOs, and research institutions Promote international cooperation and partnerships between stakeholders Develop international industry awareness, connections, and personal experience

•

• •

Statement of Objectives Empower people with the global tools, knowledge, and relationships they need to

People Excellence

Develop a knowledgeable, talented, and well connected human capital who will Exert positive impact on themselves, organizations, and communities and Lead sustainable development to

Empowerment through personal skills & leadership • • • • •

Communication with influence Teamwork and collaboration Presentation and public speaking Business etiquette Technical skills,specialized training

Achieve international industry and thought leadership.

Now and in the future.

Global Excellence Empowerment through international excellence •

Program Objectives Framework

•

Relational Excellence

Empowerment through global industry relationships • •

Professional and personal industry relationships Self promotion through active international engagement

Global best practices: industry, country, and functional insight International cooperation, exposure, and partnerships

3

Public Sector Training (PST)

International Programmes Gain hands on learning and experience some of the leading industry techniques and processes with international leaders and benchmark organizations! Our global team of subject matter experts are partners can facilitate and provide tailored benchmarking programmes in the following public service domains :

Public Healthcare

Public Transportation

Banking, Finance, and Financial Regulations

Public Education

Commerce and Industry

Energy

Urban Planning and Municipal Affairs

Public Sector Governance

Functional Benchmarking

4

Public Sector Training (PST)

Training Courses With an emphasis on business excellence, PST offers a wide range of in-house training programs centred on the core excellence enablers of the European Foundation for Quality Management as depicted below.

Enablers

Results

People Results

People

Leadership

Strategy

Processes, Products & services

Partnership & Reources

Learning Creativity & Innovation

Customer Results

Society Results

5

Public Sector Training (PST)

Training Courses We offer both standardized in-house training courses as well as bespoke courses that suit your specific training needs and objectives, delivered by certified trainers and experts of the trade. PST also offers training programs in the following domains::

Leadership and Management

HR Management

Administrative Skills

Sales and Marketing

Personal Development

Finance

Our Course Offerings 6

Courses for Business Excellence EFQM Assessor Course Description This course is designed to train individuals to become qualified EFQM Assessors by providing a detailed understanding of the EFQM Model and RADA Logic through the use of theoretical and practical exercises.

The course also includes a pre-course work assignment which involves the study and analysis of a realistic submission document in preparation for the group exercises Who Should Attend • Individuals who would like to participate as an EFQM Award Assessor • Individuals interested in learning more about the EFQM Model and the Assessment Process Learning Outcomes • Learn how to work with an assessment team • Learn how to assess an organization using the EFQM Excellence Model • Understand and learn how to apply the Assessment Process • Learn the essential skills and approaches required for successful assessment experiences Duration 3 days

Internal Assessor Course Description This course is designed to prepare individuals for conducting internal assessments of their organisation.

During this course, participants will learn the various self-assessment techniques and how to apply them within their organization. Individuals will learn from a combination of theoretical and practical exercises aimed at developing the essential skills of an Assessor.

Who Should Attend • Excellence, Quality Management and Organizational Development Professionals • Individuals who are involved in or wish to participate in internal organizational assessments Learning Outcomes • Learn how to apply the various self-assessment techniques and decide which is most suitable for your organisation • Gain an in depth understanding of The EFQM Excellence Model and the Fundamental Concepts • Improve your interviewing and workshop skills and techniques • Learn how to effectively apply the RADAR approach to produce value added analyses Duration 3 days

Our Course Offerings 7

Courses for Business Excellence EFQM Validator Course Description This course is designed to teach participants how to use the RADAR approach for managing and structuring improvement projects in line with the EFQM Model. Participants will learn what it takes to drive and validate successful improvement projects within their organization through this hands-on practical approach to learning.

Who Should Attend • Excellence, Quality Management and Organizational Development Professionals • Any individual interested in becoming a certified Validator in a “Committed to Excellence” capacity • Improvement Programme and Project Managers Learning Outcomes • Learn about the Committed to Excellence recognition scheme • Gain a firm understanding of the role of the Validator • Learn how to use the RADAR for Project Management • Learn how to apply validation Process and how do develop a validation report • Learn about the critical success factors and risks of the Validation Process Duration 2 days

Our Course Offerings 8

Courses for Leadership Excellence Leaders for Excellence Course Description Leaders for Excellence is an EFQM accredited course especially designed for managers who want to understand and apply the EFQM Excellence Model within their working environment. Using real application documents and simple effective tools, participants will learn how to identify areas for improvement and adopt a structured approach to effectively address them.

Who Should Attend • Executive Leaders • Middle Managers • Line Managers Learning Outcomes • Gain a good understanding of the basics of the EFQM Excellence Model, the RADAR Logic and the Fundamental Concepts • Learn how to interpret an assessment feedback report • Learn how to use the DMAIC approach for continuous organizational improvement • Learn how to use the EFQM approach to develop a Management Document for your organisation.

Duration 2 days

Blue Ocean Leadership Course Description This is a three day “action learning” course where participants will learn the advanced application of Blue Ocean Strategy/Value Innovation tools, methodologies, and frameworks in private and public sectors client environments.

Who Should Attend • Consultants implementing Blue Ocean Strategy with their clients • Corporate Trainers running workshops in companies • Senior and middle managers implementing up blue ocean initiatives within their companies.

• Leaders of non-profit and public sector organizations that need to create exceptional value with limited resources.

Learning Outcomes • Learn and review the key concepts, tools, and frameworks of Blue Ocean Strategy.

• Learn how to conduct workshops and training exercises using the central tools and frameworks in Blue Ocean Strategy.

• Learn how to use BOS exercise and training templates • Learn how to conduct Blue Ocean training workshops Duration 2 days

Our Course Offerings 9

Courses for Leadership Excellence Emotional Intelligence for Leaders Course Description This course is designed to provide participants with the knowledge and skills required to effectively document and analyse processes. Participants will learn about the levels and types of process abstraction, and the various techniques and tools used in process mapping and modelling as well as the ability to improve, optimise, and even transform your processes to better execute your organisation’s strategy and deliver better customer value Who Should Attend • Business Process Professionals • Organizational Development, Excellence and Quality Management Professionals • Middle Managers • Performance Management Professionals • Anyone charged with process analysis, design, and improvement Learning Outcomes • Understand different Business Process Management systems and “styles” • Learn how to identify and document end-to-end processes, and understand process abstraction for maximum analytical benefit • Learn how to approach processes to expose bottlenecks, waste, and inefficiencies • Develop a comprehensive understanding of process design and documentation • Learn how to create process metrics which measure effective delivery Duration 3 days

Our Course Offerings 10

Courses for Operational Excellence Lead Internal Quality Auditor Course Description This course is designed to develop the knowledge and skills required to conduct a full audit of an organization’s conformance to ISO 9001:2015 Quality Management System Who Should Attend • Employees who wish to lead or conduct a QMS Audit • Management representatives • Organizational Development and Quality Management Professionals • QMS Consultants Learning Outcomes • Learn the skills required to plan, conduct, report and follow up an audit in accordance with ISO 19011 • Learn all the skills and techniques required to lead an internal quality audit team • Learn about the purpose and benefits of a Quality Management System • Learn about the latest auditing techniques and identify appropriate use • Become a certified Lead Quality Auditor Duration 5 Days, or 40 hours flexible

Project Management Professional (PMP) Course Description This Course provides comprehensive learning of a project that follows the Project Management Body of Knowledge Guide (PMBOK). This course provides everything that a project management professional needs, including the 35 contact hours of project management learning that is required to apply for the PMP certification exam.

Who Should Attend • Project Managers and Aspiring Project Managers • Senior and Middle Managers • Employees involved in project-based work assignments Learning Outcomes • Gain a good understanding of the project organization and the project life cycle • Learn about the 10 PMBOK Knowledge Areas and 5 project management process groups and their applications • Learn the essential skills required to manage a project from initiation to closing • Earn 35 certifiable contact hours required to apply for the PMP certification exam Duration 5 Days, or 35 Hours Flexible

Our Course Offerings 11

Courses for Operational Excellence Certified Process Professional Course Description This course is designed to provide participants with a deep understanding of emotional intelligence through a practical approach that aims to leave participants with a better understanding of how their own emotions have an impact on their performance, and how effective handling of the emotions of others can maximise individual and team performance.

Who Should Attend • Managers, supervisors and team leaders who are interested in enhancing their self-awareness and their interaction with othersIndividuals who want to be able to motivate, inspire, and understand their team members • Individuals who want to be able to successfully control and manage their emotions • Individuals looking to gain a better understanding of of human behaviour Learning Outcomes • Understand the elements of Emotional Intelligence • Increase your understanding of human behaviour • Learn more about your own emotions and how to manage emotional reactions to achieve the desired results • Learn how to increase your ability to become more self-motivated • Improve your ability to communicate with, and motivate others, based on understanding their emotions • Gain awareness of how to empower employees and inspire high performance in the workplace Duration 2 days

Our Course Offerings 12

Courses for Operational Excellence Excellence in Financial Management Course Description This course is designed to take participants through all the fundamentals of accounting and finance with the aim of presenting you with the tools and techniques necessary for enhancing them. From accounts payable and cash management to budgeting and financial statements, this course show you leading practices in tools and techniques that will make your job easier and help you deliver more value.

Who Should Attend • Finance and Accounting Professionals • Finance Middle and Senior Managers • Managers who want to gain a better understanding of financial and accounting strategy and operations Learning Outcomes • Demonstrate how to enhance the operations of the finance and accounting departments using best practices • Evaluate and improve accounts payable, billing, budgeting, cash management and treasury, costing, filing, financial statements, general ledger, inventory and policies and procedures • Assess and upgrade accounting, finance and budgeting rules, techniques and procedures • Apply MS Excel reporting and analysis techniques for a faster monthly and year-end closing • Develop an enhanced understanding of the behavioral concepts related to the day-to-day finance and accounting operations Duration 5 Days, or 40 hours flexible

Certified ITIL Practitioner Course Description ITIL certification is an essential requirement for IT and Service professionals who need a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization. This course is designed to ensure that you clear the ITIL exam in the first attempt.

Who Should Attend • IT Managers/Support teams • System Administrators/Analysts • Operations Managers • Database Administrators • Service Delivery Professionals • Quality Analysts • Application Management team/Development team • Process Owners/Practitioners Learning Outcomes • Learn about IT Service Management best practices, generic concepts, key principles, and ITIL® 2011 process models that are required to clear the ITIL Foundation exam • Gain a comprehensive understanding of the purpose, objective and scope of service strategy, service design, service transition, service operations, and Continual Service Improvement • Learn how to apply ITIL tools, techniques and concepts to improve efficiency and effectiveness in business changes to optimize customer experience • Understand how to apply lean principles and automate standard tasks, to improve efficiency of ITSM processes • Save costs by centralizing activities and teams using well defined fit-for purpose and fit-for-use processes • Earn 35 certifiable contact hours required to apply for the PMP certification exam Duration 5 Days, or 35 Hours Flexible

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Our Course Offerings 14

Courses for Strategy Excellence Balanced Scorecard Practitioner Course Description This course is designed to educate and train participants on the use and benefits of the Balanced Scorecard framework for strategy development and management. Participants will learn how to formulate and implement organizational strategy using the BSC Framework and manage a BSC based performance management system.

Who Should Attend • Strategy and Performance Management Professionals • Senior Managers and Leaders involved in strategy formulation and implementation • Organizational Development and Business Excellence Professionals • Senior and Middle Managers Learning Outcomes • Learn to use the Balanced Scorecard (BSC) framework and its components in strategy settings.

• Get prepared for your Balanced Scorecard Implementation project using a practical approach.

• Learn how to develop organizational strategy using the Balanced Scorecard that drives process.

• Learn how to map your organizational strategy into themes and objectives that cut across the BSC perspectives.

• Understand how to cascade your organizational strategy to operations in order to align all business units and employees.

Duration 5 Days

Strategy Excellence Course Description This course is aimed at tackling the key issues that need to be managed to achieve successful strategy execution. Participants will gain a thorough understanding of the capabilities, processes and tools required for successful strategy execution as well as the supporting strategy execution processes Who Should Attend • All Senior and Middle Managers • Strategy and Performance Management Professionals • Any employee involved in corporate planning and strategy execution across your organization Learning Outcomes • Understand the key components of a successful strategy management system • Learn how to develop and use relevant strategic KPIs • Understand how to support strategy execution through effective leadership, change management and performance management skills • Learn the capabilities, processes and tools requiredfor successful strategy execution • The supporting strategy execution processes – with special reference to the development and usage of strategic KPIs – what gets measured gets managed Duration 5 Days

Our Course Offerings 15

Courses for Strategy Excellence Portfolio Management for Strategy Execution Course Description This course is designed to enable participants to learn how a Project Portfolio Management (PPM) and PMO structure can support successful strategy planning and execution, and how to deploy the structure at your organization. Participants will gain a good understanding of the key success factors for PMO success, including the essential processes and competencies required for the management of a PPM structure.

Who Should Attend • Senior and Line Managers who seek to better manage their project portfolios • PMO Professionals • Strategic Planning and Performance Management Professionals • Project Managers Learning Outcomes • Learn how to achieve your organization’s strategic objectives by selecting the right projects for the right reasons • Enhance your ability to set clear priorities across projects in your portfolio and develop a clear staging process for programmes/projects within the portfolio • Learn the key competencies, skills and processes required to develop and manage a PPM Framework.

• Learn how to use a PPM approach to strategic planning and project performance management Duration 4 days

Our Course Offerings 16

Courses for People and Customer Excellence Human Resources Excellence Course Description This course is designed to provide participants with a thorough understanding of the human resource management functions including the many skills required to develop effective human capital. This course will enable HR professionals to develop the key skills within the main functions of HR including Recruitment and Selection, Service Delivery, Performance Management, Learning and Development, and Employee Affairs.

Who Should Attend • HR Professionals • Middle and Line Managers Learning Outcomes • To understand the roles and responsibilities of Human Resource Managers • To gain a good understanding of the recruitment and selection process, and to practice the skills required for effective interviewing • To learn the skills required in managing people effectively, specifically planning and organizing, communication, motivation and decision making skills • To understand the key functions of employee relations, focusing specifically on the techniques of coaching, counselling and administering disciplinary action • To learn the learning and development cycle and practice how to plan and implement learning and development programmes • To learn how to develop a Reward and Recognition Framework • To develop the competencies required to conduct individual performance appraisals and manage a performance management system Duration 4 Days

Customer Service Excellence Course Description This course is designed to educate participants on the essential skills required by anyone interacting directly with internal or external customers. Participants will learn the importance of customer service excellence and learn how to apply strategies and techniques to ensure customer satisfaction and long term customer loyalty.

Who Should Attend • All Senior and Middle Managers • Strategy and Performance Management Professionals • Any employee involved in corporate planning and strategy execution across your organization Learning Outcomes • Understand the importance of a customer service culture in a competitive environment • Learn how to analyze basic behavioral patterns of different customer personalities and the best way to deal with them • Learn how to apply strategies for service excellence aimed at attracting and retaining customer loyalty • Gain an in depth understanding of the process of managing a customer complaint system • Learn practical techniques of effective communication skills with customers Duration 5 Days

“Develop a passion for learning. If you do, you will never cease to grow.”

- Anthony J.

Contact Us For general inquiries and to learn more about how Public Sector Training can support your organization’s learning and development objectives, contact us at the following : Telephone: 02 401 2724, +97150 318 8891 Email: training@psemagazine.com Website: www.pspmedia.ae Location: Abu Dhabi Blue Building, TwoFour54, Sheikh Zayed Street, Abu Dhabi.

London 221b Baker Street, NW1 6VE, London, United Kingdom

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