Course Details

Introduction Customer perceptions and expectations The business place realities Customer Impact – The facts Customer attitudes Customer expectations Creating and maintaining a market edge Attention to detail Understanding the company business	Organisational Skills Dealing with everyday situations Initiative/co-operation/Judgement Prioritising work Greeting and welcoming guests correctly - Do’s & Don’ts Transferring internal calls Taking and giving messages What information should I relay and confidentiality General Administrative Duties of the Receptionist/Customer Care
Communications – the fundamental principles The difficulties Aids to good communication Listening skills including active listening Common sense and Courtesy R.I.T.E. Method of Voice Projection Body Language and what it says about you Company Image	Communication Methods: The Telephone The basic principles Taking a call Making a call Using your voice Taking Messages Dealing with Complaints Complaints are an opportunity – why? Difficult Customers/Difficult Employees Handling different types of difficulty Keeping control/When to call your Supervisor

General Aims

Learners who successfully complete this course will:

• Develop an awareness of the importance of communicating accurate information in a medical environment.
• Recognise the need for understanding commonly used medical terms.
• Demonstrate ability to spell medical terms and expand recognised medical abbreviations.
• Develop good organisational skills.
• Transcribe from recorded speech dictation, operating a word processing application to acceptable business standards.
• Demonstrate initiative and resourcefulness in responding to the medical profession and the public on matters relating to health issues.
• Read and transcribe variable quality manuscript and drafts containing medical material.
• Improve communication skills in dealing with medical personnel and patients.

Course Details

 Subjects covered on this course include:

• Medical Terminology
• Audio Transcription   
• Case Management
• Filing Systems   
• Customer Care
• Medical Reports & Forms
• Office Administration
• Scanning Documents
• Confidentiality
• Diary Management

Entry Requirements

Applicants must have:

• Proficiency in internet and e-mail use (including attachments)
• Word processing
• Letter Layout
• Touch Typing (minimum 20 words per minute)

Assessment

Award(s):  QQI Level 5 - Medical Terminology

Marks:       Assignment  -   25%

                  Examination (Theory)  -  75%

Grades Achieved:

Pass	50 - 64%
Merit	65 - 79%
Distinction	80% - 100%

 

General Aims

Learners who successfully complete this course will:

• Appreciate the professional skills needed by a receptionist operating in a busy environment – timekeeping, communications and dress code.
• Understand and implement the procedures involved in the operation of an efficient office – customer care, visitors, sales reps, self confidence
• Understand the different systems and equipment in operation within a reception area – multitasking – phones - message taking – emails
• Demonstrate a professional attitude to colleagues and clients - teambuilding
• Gain confidence in the use of word processing for business documents,
• Appreciate the importance of confidentiality in all business communication & transactions

Course Details

The course content is grouped into 4 units:

Unit 1: Reception Skills & Office Procedures

Unit 2: Word Processing, File Management, Internet & Email

Unit 3: Information and Communication Technologies

Unit 4: Terminology used in the Medical, Dental & Legal Fields

Entry Requirements

Applicants must have:

• Proficiency in internet and e-mail use (including attachments)
• Word processing

Assessment

Award(s):  QQI Level 5 - Reception and Frontline Office Skills

Marks:      Assignment (x2)  -   60%

                  Examination (Practical)  -  40%

Grades Achieved

Pass	50 - 64%
Merit	65 - 79%
Distinction	80% - 100%

General Aims

Learners who successfully complete this course will:

• Acquire the knowledge and skills to use both manual and computerised payroll systems
• Understand the essential and appropriate terminology associated with personal taxation
• Appreciate the importance of accuracy and security in preparing and maintaining payroll records
• Acquire the knowledge and understanding of how the cumulative, emergency and temporary tax systems operate.

Course Details

Manual Payroll

• Gross pay calculation

• Tax credits and standard rate cut-off point certificate

• Definitions

• PAYE calculations: this section includes looking at a tax deduction card, holiday pay, tax refunds, sick pay, the cumulative system, week 1 / month 1 setup, new employees, emergency tax, P45 issue and pension deductions

• Joint assessment and single assessment

• Pay Related Social Insurance (PRSI): covering PRSI Classes, list of PRSI class codes, PRSI refunds, and calculating PRSI deductions

• Universal Social Charge (USC) Rates, Calculations and Exemptions

Computerised Payroll

• Sage MicroPay: company files and pay frequencies, payroll administration, security and user control

• Using Sage MicroPay Getting Started: checking the PAYE table, checking the PRSI classes table, checking the PRSI earning bands, setting up bank details and payments and deductions

• Employee Details: maintain employee details, employee payments & deductions tab, tax deduction card and notes

• Set Pay Periods

• Timesheet Entry: processing timesheets and timesheet entry fields

• Reports: Printing & Emailing Payslips, running a report, report overview and tax year end reports

• Backup and Restore: Backing up and Restoring Data

Entry Requirements

Applicants must have:

• Proficiency in internet and e-mail use (including attachments)
• Word processing

Assessment

Award(s):  QQI Level 5 - Payroll Manual and Computerised

Marks:       Project  -   50%

Examination (Practical)  -  50%

Grades Achieved

Pass	50 - 64%
Merit	65 - 79%
Distinction	80% - 100%

General Aims

At the end of this day the delegates will be able to:

•  Prepare an Effective Presentation

•  Deliver a Structured Presentation

•  Feel more Confident while Presenting

This 1 Day Course can also count towards Continuing Professional Development (CPD).

Course Details

What Topics are Covered?

•  The fear of Presentations

•  The Purpose of the Presentation

•  The Location

•  Presentation Preparation

•  Engaging the Audience

•  Delivering the Speech or Presentation

•  Questions, Questions and More Questions

•  Perfect Practice makes Perfect Presentions

•  Using Visual Aids

•  Do’s and Don’ts of Effective Presentations

Instructor

About the Trainer:
John Byrne has 20 years experience working in the professional sales area for national and multinational
organisations where he has presented at team and board level.

He holds a Professional Practice Certificate in Training and Development with distinction from the Irish Institute of
Training and Development. John is also a member of Toastmasters International.

John’s courses are always engaging, thought provoking and most of all leave the participants
with new knowledge, skills and attitudes.

General Aims

Learners who successfully complete this module will:

• practise effective management skills
• make strategic, objective and timely decisions based on relevant information
• appreciate the importance of developing quality systems and standards develop a customer orientated quality consistent with best practise and standards
• appreciate the importance of effective communication with all stakeholders in the organisation
• plan for and respond to the changing environments in a particular employment sector

 

Course Details

Specific learning outcomes are grouped into 4 units:

Unit 1  -  Analysis and Decision Making
Unit 2  -  Quality and Customer Focus
Unit 3  -  Planning, Organising and Prioritising
Unit 4  -  Strategic Planning and Change Management

Entry Requirements

Applicants must have:

• Proficiency in internet and e-mail use (including attachments)
• Word processing

Assessment

Award(s):  FETAC Level 6 - Supervisory Management

Marks:       Assignment  -   20%

                    Learner Record  -  30%
         
                    Project - 50%

Grades Achieved

Pass	50 - 64%
Merit	65 - 79%
Distinction	80% - 100%

General Aims

The specific learning outcomes are grouped into 6 units:

Unit 1  -  Theory of Training and Adult Learning

Unit 2  -  The Role of the Trainer

Unit 3  -  How to prepare a Training Needs Analysis & Course Outline/Programme

Unit 4  -  Preparing for Training Delivery

Unit 5  -  Delivery and Assessment

Unit 6  -  Evaluation of Training

(Click here for full course details)

Course Details

Learners who successfully complete this module will:

• Outline the concepts and theories underlying the delivery and evaluation of training interventions

• Analyse the elements which impact on the effectiveness of a training session to include:

• the learning environment;( ii) the trainer; (iii) learning methodologies; (iv) the group dynamics of participants

• Demonstrate an awareness of a range of issues to include equality, diversity and disability in the context of current legislation with regard to training provision

• Appraise a range of evaluation models, approaches, tools and techniques used in the evaluation and monitoring of a training and development intervention

• Deliver appropriate training content and materials using a range of training aids

• Create appropriate evaluation tools, techniques and approaches for a training session to determine whether or not training needs were met and objectives fulfilled

• Provide constructive feedback to participants in relation to training intervention

• Apply a comprehensive range of specialised training delivery and evaluation skills in the delivery of an appropriate training intervention

• Devise a training evaluation process to include the identification of key stakeholders, feedback from the trainee, challenges within the process and the conduct or methodology of the evaluation

• Select from a range of evaluation tools, techniques and approaches for a training session to determine whether or not training needs were met and objectives fulfilled

• Report on a training and development evaluation to include the identification of areas of success and of improvement opportunities.

Entry Requirements

Target Audience

Who would this course most suit?

• New and experienced trainers.

• Those involved in staff training.

• Anyone requiring professional development.

• Someone who wants to gain the confidence to speak in public arenas.

• Discover the different ways people learn and what motivates this learning

• Learn to prepare to deliver a training course, write training objectives, conduct a training needs analysis, Learn how to effectively evaluate your training course following delivery

• Find out how to communicate effectively and appropriately with different groups of learners

Assessment

Award(s): QQI Level 6 Certificate in: Training Delivery and Evaluation 6N3326

Marks:     Project - 40%
       
                Skills Demonstration   -  40%

                Learner Record  - 20%

Pass	50 - 64%
Merit	65 - 79%
Distinction	80% - 100%

150 hours including class time recommended for Assignments. Assignments to be completed in Learners own time.
Assignments must be typed up.

Note: On completion of Training Needs Identification and Design course 6N3325 you may obtain the Training & Development Special Purpose Award QQI Level 6 (6S3372).

Course Details

Learners who successfully complete this module will:

Learn how to conduct a Training Needs Analysis (TNA) to identify training and development needs for an organisation and or individual

The stages in conducting a training needs analysis

The range of approaches and techniques to conduct a training needs analysis

How to assess a range of Instructional System Design (ISD) models

Use TNA outcomes in terms of gaps in knowledge, skills and attitudes.

Differentiate between the concepts of learning, training, development and education

Examine the impact of organisation strategy, policy, vision and mission on training and development

Apply a comprehensive range of specialised skills and tools in identifying the barriers to training and attitudes to training in an organisation

Devise a training plan based on prioritised training needs to include a cost benefit analysis

Design a training intervention, that incorporates a range of design factors to include trainees, adult learning theories, motivation theories, objectives, exercises, training methods, learning aids, location and facilities

Develop appropriate training content and materials using a range of learning aids to include web based facilities, software, flipcharts and handouts

Evaluate a range of performance management approaches in the context of identifying training and development needs

(Click here for full course outline)
 

Who Should Attend

• Newly qualified or appointed trainers.
• Those who wish to become a certified trainer or planning a career in Training & Development.
• Team Managers/Leaders.
• Staff involved in training administration, delivery, design or assessment.
• Trainers who want to deliver training for National Training organisations – SOLAS, ETB’s etc.
• Training and HR personnel in large organisations.
• Those who need a credits towards other QQI Certificates.
• For those who require professional development.
• Someone who wants to gain the confidence to speak in public arenas.
• Somebody who has already completed the Training Delivery & Evaluation Course.

Entry Requirements

Applicants must have:

• Leaving Cert or equivalent, and/or relevant life or work experience.
• Proficiency in Spoken and Written English.
• Participants must be working in or have access to an organisation where they will be able to complete a Training Needs Analysis and Training Plan.
• Learners must be capable of studying on their own initiative.
• A good working knowledge of computers and access to a computer with internet access is required to do the course.

Assessment

Award: QQI Level 6 Certificate in Training Needs & Identification 6N3325

This programme is assessed through completion of a Project  (60%)  and Assignments  (40%)

Pass	50 - 64%
Merit	65 - 79%
Distinction	80% - 100%

150 hours including class time recommended for completion of study for this course.
Assignments to be completed in Learners own time.
Assignments must be typed up.

Note: On completion of this course and Training Delivery & Evaluation course 6N3326 you may obtain the Training & Development Special Purpose Award QQI Level 6 (6S3372).  

Course Aims

 

• Demonstrate a broad range of knowledge of training and development practice and the role of training and development across a range of organisations.

• Demonstrate an understanding of key principles and theoretical concepts underpinning training and development within a range of contexts.

• Apply a comprehensive range of specialised skills and tools to develop strategies required for training and development needs identification, delivery and evaluation in a range of contexts.

• Select from appropriate tools and techniques to identify training and development needs, deliver and evaluate a training intervention.

• Apply training and development concepts, technical skills and creative thinking to a range of contexts.

• Implement a training and development plan to include the identification of training and development needs within an organisation and delivery and evaluation of training interventions.

• Evaluate own learning and assist others to identify their learning styles and needs within a training and development context.

• Reflect on personal and professional practice, evaluating the impact on others within a training and development context

 

Course Details

Module 1 - Training Delivery and Evaluation – QQI Level 6 Component Award 6N3226

• Role and competences of the trainer.
• Preparing for training delivery.
• Training delivery.
• Assessment of learning.
• Training evaluation.
• Programme Objectives

Module 2 - Training Needs Identification and Design – QQI Level 6 Component Award 6N3325

• Background and context of training and development.
• Organisational context of training & development.
• Adult learning theory.
• Systematic training and Instructional Systems Design.
• Training needs identification and analysis.
• Training plans.
• Training design and development.

Target Audience

Who would this course most suit?

• New and experienced trainers requiring Approved Professional Certification.
• Staff involved in workplace training.
• For those who are required to complete professional development hours.
• Sales Staff
• If Train the Trainer completed 5 years or more ago may need to update certification

Assessment

Module 1: Training Delivery & Evaluation:

• Project: 40%
• Skills Demonstration: 40%
• Learner Record: 20%

Module 2: Training Needs Identification and Design:

• Assignments (2) 40%.  Each assignment will require cadidates to investigate appropriate topic(s).
• Project: 60%

Exemptions

Learners may carry forward existing minor awards (components) as exemptions towards new common major and special purpose awards, where they are appropriate. This means that in 2016 certificates dated before the equivalent month in 2011 cannot be used for the purpose of exemption. In 2017, the cut-off year will be 2012, etc.

The QQI Special Purpose Award 6S3372 Training and Development has two components:

• 6N3326 Training Delivery and Evaluation
• 6N3325 Training Needs Identification and Design

The following exemptions apply in relation to QQI Special Purpose Award 6S3372 Training and Development:

• Holders of QQI E30179 Train the Trainer may gain an exemption towards 6N3326 Training Delivery and Evaluation.
• Holders of QQI L32686 Training the Trainer may gain an exemption towards 6N3325 Training Needs Identification and Design.

New and experienced trainers requiring Approved Professional Certificate.

Course Details

Target Audience

This workshop is ideal for businesses starting out with Google Apps for Work & Cloud Computing and those who want to gain more knowledge to further career prospects.

By attending this course, you will be able to:

• Enjoy a consistent experience from your computer, tablet or phone. Draft a proposal in Docs at the office, review it on the train, then make final edits from your phone right before the meeting. Get more out of your workday.
• Save work files in Drive, access them from any device and share them instantly with teammates. No more sending attachments or merging different versions.
• Schedule events in Calendar at times that work for everyone. Get meeting reminders directly to your Gmail inbox.
• Create and edit polished presentations in your browser—no software required. Multiple people can work at the same time so everyone always has the latest version.

Entry Requirements

Basic knowledge of the internet and computers is required.  You may bring your own Laptop if you prefer.