Customer Service Skills to Meet Frontline Challenges
15 April

This interactive workshop will assist people in any role to develop better relationships with their customers and meet their organisation's goal of being a customer driven company.  This course will be very useful for counter staff, receptionists, truck drivers, tradesmen, installers and anyone who deals with customers face to face.

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OSH Legislation
10 April

This course will take you through your legal requirements and responsibilities in an interactive, action-learning environment.  It is designed for employers, managers, line supervisors, health and safety representatives or those responsible for Occupational Safety and Health in the workplace.

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Job Safety Analysis/Procedure 
30 April

This course shows you how to write a Job Safety Analysis and how to develop this into a procedure. Procedures for the 12 major hazards are included and a matrix is developed for procedural requirements within your workplace.

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Customer Service Skills to Meet Frontline Challenges

What does it take to provide consistently high standards of service day after day?

How can some people stay pleasant and positive and turn around even the most difficult of situations? What are the tips and techniques that can make a difference no matter what your customer service role? Attend this course and you will find out.

Outcomes

This interactive workshop will assist people in any role to develop better relationships with their customers and meet their organisation's goal of being a customer driven company.

Content

• what we mean by good customer service
• your attitude and the customers attitude
• taking a customer focused approach
• is the customer always right?
• communicating effectively with your customers
• questioning and listening skills
• do these skills work with internal customers?
• an Australian case study on video
• handling customer problems

Who should attend?

This course is for counter staff, receptionists, truck drivers, tradesmen, installers and anyone who deals with customers face to face.

Duration: One day

Dates: 15 April 2008

Course times: 8.30am - 4.30pm (8.15am registration)

Program fee: $363 members; $495 non-members (Prices include GST)

Click here to register

Making the transition to manager or supervisor means dealing with new responsibilities and relationships. Additional training and support during this transition can help reduce stress, increase confidence and facilitate better performance.

Outcomes

This program provides an excellent overview and introduction to the basic management skills required of new managers and supervisors. You will also develop a practical action plan to suit your individual and organisational needs.

Content

• role of the new manager or supervisor
• managing collaboratively
• communicating effectively
• recruiting staff and introducing them to your organisation
• how to manage difficult people
• implementing basic health and safety guidelines
• understanding HR principles
• feeling good about delegating tasks
• productivity improvement and managing change
• developing an action plan

Who should attend?

Newly appointed managers or supervisors - particularly those without prior formal training.

Duration: Two days

Dates: 29-30 April 2008

Course times: 8.30am - 4.30pm (8.15am registration)

Program fee: $677 members; $827 non-members (Prices include GST on lunch component only)

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Measuring consistent performance to required standards is a key requirement in quality assured workplaces. This course is designed to provide you with the skills and knowledge to plan, organise and gather quality evidence to accurately assess on–the-job skills performance.

The course aims to up-skill people who have responsibility for the delivery of structured training, recognising current competencies, assessing on-the-job skills competence, reporting outcomes and providing effective feedback. If you are currently performing these roles, this course will help you to further expand your knowledge and skills to evaluate and monitor improved demonstration of work skills to agreed benchmarks.

Content

• develop and implement actions to ensure the safety of learners
• determine focus of assessment tools
• prepare the assessment plan
• identify OSH responsibilities / identify hazards and risks
• contextualise and review the assessment plan
• design; develop review and trial assessment tools
• organise assessment requirements
• establish and maintain the assessment environment
• gather quality of evidence
• support the candidate
• make the decision
• communicate the decision
• record and review the assessment process
• participate in assessment validation

Employability Skills

• communicate ideas and information
• work with others and in teams
• solve problems and demonstrate innovative solutions
• use technology effectively
• collect, analyse and organise information
• plan and organise assessment activities
• apply initiative and enterprise
• manage self
• learn new or improve skills - observation, questioning, recording performance

Duration: Three days

Dates: 7-9 May 2008

Course times: 8.30am – 4.30pm (8.15am registration)

Program fee: $880 members; $1088 non-members (Prices include GST on lunch component only)

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Learn more about the purpose and application of common trade terms and become more successful in conducting international transactions involving the sale and purchase of goods.

Outcomes

This program will help you understand why trade terms are used to specify the terms and conditions of international trade contracts. It will also introduce you to the most commonly used trade terms (e.g. FOB, CIF) and to understand the universally accepted definitions of those terms – Incoterms.

Participants will learn how to apply Incoterms to international trade transactions.

Content

• trade terms - why use them?
• incoterms - how to use them
• negotiating the export/import transaction
• choice of terms eg. EXW, FOB, FCA, CFR, CIF, CIP, DDP etc.
• buyer and seller obligations under each term

Duration: Half day

Date: 21 April 2008

Course times: 8.30am - 12.00pm (8.15am registration)

Program fee: $250 members; $300 non-members (Includes a comprehensive reference book)

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Workplaces need procedures for every aspect of their business.

Outcomes

This course shows you how to write a Job Safety Analysis and how to develop this into a procedure. Procedures for the 12 major hazards are included and a matrix is developed for procedural requirements within your workplace.

Who should attend?

This course is designed for anyone in your organisation who is responsible for the design and implementation of systems, policies and procedures.

Duration: One day

Time: 8.30am - 4.30pm (8.15am registration)

Dates: 30 April 2008

Program fee: $363 members; $495 non-members  (Prices include GST on lunch component only)

Click here to register

Making the transition to manager or supervisor means dealing with new responsibilities and relationships. Additional training and support during this transition can help reduce stress, increase confidence and facilitate better performance.

Outcomes

This program provides an excellent overview and introduction to the basic management skills required of new managers and supervisors. You will also develop a practical action plan to suit your individual and organisational needs.

Content

• role of the new manager or supervisor
• managing collaboratively
• communicating effectively
• recruiting staff and introducing them to your organisation
• how to manage difficult people
• implementing basic health and safety guidelines
• understanding HR principles
• feeling good about delegating tasks
• productivity improvement and managing change
• developing an action plan

Who should attend?

Newly appointed managers or supervisors - particularly those without prior formal training.

Duration: Two days

Dates: 29-30 April 2008

Course times: 8.30am - 4.30pm (8.15am registration)

Program fee: $677 members; $827 non-members (Prices include GST on lunch component only)

Click here to register

Introduction to Risk Management

In today’s increasingly complex business world, it is essential to have an understanding of risk. Being able to identify potential risks as early as possible and having a plan in place to deal with these risks is incredibly important. This course aims to give delegates an understanding of contractual, commercial and financial risks and equip them to deal with these risks quickly and more effectively.

This introductory workshop will introduce the principles of risk management including risk identification and assessment, risk treatment planning and development and the integration of risk with business and organisational objectives.  The workshop will include tools, techniques and processes used in conducting a risk assessment.

Outcomes

From attending this workshop you will have:

• an understanding of risk management
• knowledge of practical risk management tools and techniques
• the ability to conduct a project or business risk identification and assessment
• greater awareness of risk management across your organisation
• greater understanding of risk management and how risks can impact on organisational    and business objectives

Content

• introduction to risk management
• AS/NZS 4630:2004, Risk Management
• risk management framework
• risk and the business objective framework
• risk identification
• risk assessment
• risk treatment
• how to conduct a business or project risk assessment
• cases studies

Who will benefit from this workshop?

The purpose of this workshop is to provide participants with a solid understanding of business risk and how to manage it.  It is particularly recommended for anyone new to risk management from supervisors through to mid-level business managers.

Presenter

Peter Moore is a Certified Practising Risk Manager (CPRM) with over twenty years experience in business management and strategic planning consulting; the last eight of which have been focused on risk management.  He has conducted risk management programs for small, medium and large organisations, and has worked with both private and public companies in the development of risk management systems. 

Duration: One day

Dates: 22 April 2008

Course times: 8.30am - 4.30pm (8.15am registration)

Program fee: $550 members; $742.50 non-members    (Prices include GST)

Click here to register

All businesses, regardless of industry sector or size, are required to comply with a range of workplace safety requirements. Join us at this practical, information-packed session for an introductory overview of current safety laws and contemporary approaches to risk management in the workplace.

Outcomes

This program will help you develop a better understanding of current legislation and the requirements for major hazard identification and control. The principles of risk assessment and the essential elements of a safety management plan are developed in a practical skills-orientated manner.

Content

• the essentials of occupational safety and health legislation
• major hazard identification and control
• basics of a safety management system
• functions of safety committees and safety representatives as part of the legislation
• risk assessment skills

Who should attend?

This course is suitable for all employees. It is also a prerequisite course for the three day Managing OSH course.

Duration: One day

Dates: 28 April 2008

Course times: 8.30am - 4.30pm (8.15am registration)

Program fee: $363 members; $495 non-members   (Prices include GST on lunch component only)

PRINCE2 Project Method - Foundation Training - Achieving Better Project Outcomes

Click here for further information or to register.

This three-day foundation course will develop your understanding of project management methods and the underlying principles supporting its application.  

Benefiting all types and sizes of projects, this cutting edge project management methodology is now viewed as ‘de-facto’ world’s best practice project management.

The training program will:

• explain PRINCE2's processes, components and techniques and how they contribute to the effective control of a project;
• explain the value of using PRINCE2 at the team, project and senior management level;
• explain the purpose of major management products;
• transfer knowledge on how to effectively apply PRINCE2, and;
• prepare participants for PRINCE2 Foundation Certification.

At the conclusion of the course participants will understand:

• the value, principles and terminology of PRINCE2;
• the purpose and content of the PRINCE2 elements;
• roles in a PRINCE2 project;
• the main purpose, and key contents of major management products;
• the relationships between project processes, deliverables, roles and the management dimensions of a project, and;
• when and how to apply PRINCE2.

Numbers are strictly limited to 15 participants per course so book early to ensure your place.

Date:	23 & 25 June, 6-8 August or 6-8 October
Venue:	CCI Training Centre, 180 Hay Street, East Perth
Time:	9.00am - 5.30pm
Cost:	$1750 per person (Price includes 10 per cent GST)

Click here to register or for further information

Making the transition to manager or supervisor means dealing with new responsibilities and relationships. Additional training and support during this transition can help reduce stress, increase confidence and facilitate better performance.

Outcomes

This program provides an excellent overview and introduction to the basic management skills required of new managers and supervisors. You will also develop a practical action plan to suit your individual and organisational needs.

Content

• role of the new manager or supervisor
• managing collaboratively
• communicating effectively
• recruiting staff and introducing them to your organisation
• how to manage difficult people
• implementing basic health and safety guidelines
• understanding HR principles
• feeling good about delegating tasks
• productivity improvement and managing change
• developing an action plan

Who should attend?

Newly appointed managers or supervisors – particularly those without prior formal training.

Duration:	Two days
Dates:	13 & 14 May 2008
Course times:	8.30am - 4.30pm (8.15am registration)
Program fee:	$677 members; $827 non-members (Prices include GST on lunch component only)

Projects are of critical importance to organisations. Without a constant flow of projects, organisations would not survive. They offer the only means by which organisations can deliver change by solving problems or seizing opportunities to achieve strategic objectives.

Projects are special. The are finite, unique, risky, involve temporary teams and focus on a specific result that bring changes by revolutionary improvements. Consequently they need a special management approach - project management.

An organisation that has poor project management capability will find it difficult to effectively and efficiently achieve their strategic objectives. Project management should be a core business process in all organisations. The Introduction to Project Management course is a practical, interactive hands-on program.

Outcomes

As a result of the program, participants will:

• understand the role of projects and project management
• produce a project charter that sets out the strategic rationale and benefits for a project
• produce a work breakdown structure that sets out the tasks to achieve the project charter
• produce a project schedule
• produce a project budget
• produce a project risk register
• produce a project communication plan
• understand the concept of project success

Who will benefit from this workshop?

This workshop will be of benefit for those who have to manage projects and managers who instigate projects.

Duration:	One day
Dates:	12 May  2008
Course times:	8.30am - 4.30pm (8.15am registration)
Program fee:	$550 members; $742.50 non-members (Prices include GST )