Flexible

Leading Cultural Change

Network: 
CCMA Ireland Skillnet
Methods of Assessment Ongoing evaluations will a take place throughout the course; a skills audit will also take place near the end of the course to evaluate the learning outcomes. This skills audit will form part of the participant’s CPD.
Learning Outcomes • Competent to be an excellent Team Leader in the context of a coaching culture.
• The confidence to coach as part of your everyday interactions with your team members.
• The ability to spot coaching opportunities to improve sales and the achievement of metrics
Further Enquiries To Register For the Programme, Please Contact:
training@ccma.ie
01 291 1960
Course Content Programme Overview
This Programme has been designed to equip learners with the strategies for confident, compelling and convincing communication from leading experts in the Entertainment, Psychology and Business Worlds - to ensure excellence in customer service, training, sales and positive brand impact.
Enrolment and Start Dates Comment TBC
Subjects Taught A modular course covering the following areas:
The provision of a be-spoke coaching toolkit to support the development and implementation of the organisations’ KPI’s:
Masterclass 1 - “Leading Yourself”
Masterclass 2 - “Leading The Team”
Masterclass 3 - “Leading the culture change, giving life to the sales to service model”
Duration 3 days
Course Web Page: 
http://ccma.ie/training/356/leadingculturalchange.html
Available to Job Seekers: 
No
Certified: 
No

Project Management

Network: 
CCMA Ireland Skillnet
Methods of Assessment Skills Demonstration - 60%
Portfolio / Collection of Work - 40%
Learning Outcomes Learners who successfully complete this module will:
• Examine the key principles and concepts underpinning project management theory and practice
• Investigate a range of approaches to project management to include specific tools and techniques used to plan, cost and manage a project
• Communicate project management planning operations using a variety of information channels
• Examine monitoring and evaluation techniques for a project
• Apply appropriate controls and evaluation techniques to achieve project aims and objectives
• Formulate a project management proposal by establishing rationale based on valid needs analysis
• Devise a risk analysis for a project to include the preparation of a contingency plan
• Evaluate the methodology and process of a selected project
• Utilise financial planning and budget models within the context of managing a project
• Manage a project taking corrective action where necessary to meet agreed goals.
Further Enquiries To Register For the Programme, Please Contact:
training@ccma.ie
01 291 1960
Entry Requirements Level 5 Certification, relevant qualification and / or relevant life and work experience.
Course Content Programme Overview
The purpose of this award is to equip the learner with the knowledge,skill and competence in the theory, principles and practice of project management to enable the learner to take responsibility for the planning, implementation and review of a project, working independently and or supervising the work of others.
Enrolment and Start Dates Comment TBC
Duration Classroom (5 days)
Available to Job Seekers: 
No
Certified: 
No

Complaints Reduction & Customer Retention

Network: 
CCMA Ireland Skillnet
Methods of Assessment This programme will improve the operation of the overall business. At the end of the programme an assessment of CSR capabilities will be carried out with regard to two key areas:
1. Understanding of the promise framework and using the promise structure as the basis for all their telephony interactions
2. Ability to participate in the Learning Team shared learning environment
The programme will promise at a team level:
1. A significant positive change in call behaviour against predefined criteria
2. A significant positive change in one of: Customer Avg Lifetimes, Customer Retention, Up-sales in a service environment.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Learning Outcomes On completion of this course, learners will:
• Understand the theory on how to recognise a complaint
• Be able to demonstrate in their recorded calls and complaint matrices a significant improvement identifying and resolving complaints
• Understand how to use the Call Structure to control calls to reduce complaints and deliver increased customer satisfaction without increasing handling time
• Understand the components of a good request and the importance of making good requests of support department sin making effective promises to customers
• Understand the 7 core skills of active listening
• Understand the importance of their CSR function within the organisation and build motivation and skills to coach colleagues in group learning sessions.
Further Enquiries To Register For the Programme, Please Contact:
training@ccma.ie
01 291 1960
Course Content Programme Overview
This ten week programme is designed to provide Customer Service Advisors and their Team Leaders with the tools and skills to radically reduce the number of customers who complain about their service.
Enrolment and Start Dates Comment TBC
Subjects Taught Unit 1: Understanding Customer Complaints; 5 day standalone component
Unit 2: Effectively handling complaints; 4 week standalone component
Unit 3: Sustaining change and call libraries; 5 week component
Duration 10 weeks.
Course Web Page: 
http://ccma.ie/page.php?s=training&id=257
Available to Job Seekers: 
No
Certified: 
No

Consultative Selling

Network: 
CCMA Ireland Skillnet
Location of Course Nationwide
Methods of Assessment Assignment - 25%
Skills Demonstration - 75%
Learning Outcomes Participants who successfully complete this module will:
• Examine the theories, strategies and components of a consultative sales process
• Analyse customer requirements through analysis of buyer behaviour theories
• Employ appropriate questioning and listening skills, in a range of consultative sales scenarios, to identify customer requirements
• Formulate product or service solutions to effectively meet client needs through the use of consultative selling skills and tools
• Provide solutions to customer problems, handling customer objections to buy, and close the sale
• Apply sales skills and techniques in a range of customer facing situations
• Exercise substantial personal autonomy in a range of sales or customer facing situations.
Eligibility Who is this Course For?
Anyone in a Sales Personnel role wishing to improve customer interaction and increase sales or anyone who wishes to gain employment in a sales role.
Further Enquiries To Register For the Programme, Please Contact:
training@ccma.ie
01 291 1960
Entry Requirements Level 5 or equivalent qualification and/or relevant life and work experience.
Course Content Programme Overview:
The purpose of this award is to equip the learner with the knowledge,skill and competence to conduct professional sales calls using a structured consultative selling approach.
FETAC Code 6N2054: Consultative Selling
Duration 5 days classroom based or 4 weeks eLearning
Available to Job Seekers: 
Yes
Certified: 
Yes

Training & Development

Network: 
CCMA Ireland Skillnet
Methods of Assessment Assignment (40%)
Project (60%)
Project (40%)
Skills Demonstration (40%)
Learner Record (20%)
Learning Outcomes Knowledge
• 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.
Skills
• 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.
Competence
• 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.
Further Enquiries To Register For the Programme, Please Contact:
training@ccma.ie
01 291 1960
Course Content Programme Overview
The purpose of this award is to enable the learner to acquire
the knowledge, skill and competence to identify training and
development needs and to deliver and evaluate a training
intervention within a range of training and development contexts.
FETAC Code 6S3372: Training and Development
Subjects Taught 6N3325: Training Needs Identification and Design
6N3325: Training Delivery and Evaluation
Duration 10 classroom days (per module) or eLearning
Course Web Page: 
http://ccma.ie/page.php?s=training&id=249
Available to Job Seekers: 
Yes
Certified: 
Yes

Coaching Models of Practice

Network: 
CCMA Ireland Skillnet
Methods of Assessment Assignment - 40%
Skills demonstration - 60%

Project:
Candidates are required to demonstrate their ability to carry out a practical coaching project. This will require each candidate to work in partnership with another participant and to carry out two coaching sessions. Candidates will be required to submit a written report.

Skills Demonstration:
In a skills demonstration, candidates will be assessed in carrying out a coaching session.

Learning Outcomes Learners who successfully complete this module will:
• Evaluate a range of coaching models to include co-active coaching and GROW models and the theories that underpin them
• Outline the characteristics of different levels of active listening required to fully attend to the words,non-verbal cues and body language of the client
• Detail the core principles of coaching to include unconditional positive regard, present and future focus, goal setting and outcome attainment
• Describe necessary conditions to ensure effective coaching to include planning for sessions and maintaining appropriate records
• Explore a range of coaching techniques to include powerful questioning, reflecting, paraphrasing,summarising, challenging and giving feedback to encourage client self-discovery
• Evaluate different learning styles to include active, reflective and theoretical styles
• Articulate how coaching can positively impact upon individuals and within the workplace
• Assess the clients learning style to best facilitate the coaching process
• Manage the arrangements which support the coaching relationship effectively to include frequency, ground rules, cost, evaluation, monitoring, progress and ending of contract
• Select a coaching model, and style that works best for the client
• Employ a coaching strategy which holds the client responsible for their own process
• Demonstrate how beliefs, values and attitudes inform strategies and choices based on both theory and practice
• Facilitate the client in the generation of goals and outcomes from the coaching process
• Guide the client in exploring positive alternatives and in challenging assumptions.
Further Enquiries To Register For the Programme, Please Contact:
training@ccma.ie
01 291 1960
Course Content The purpose of this award is to equip the learner with the knowledge, skill and competence in the concepts and theories underpinning coaching models of practice to enable the learner to select and use effective coaching models to progress the client’s agenda.
Enrolment and Start Dates Comment TBC
FETAC Code 6N3087: Coaching Models of Practice
Duration 5 days classroom or 4 weeks eLearning
Course Web Page: 
http://www.ccma.ie/training/340/coaching-elearning-fetac-level-6.html
Available to Job Seekers: 
Yes
Certified: 
Yes

Supervisory Management

Network: 
CCMA Ireland Skillnet
Methods of Assessment Skills Demonstration - 60%
Portfolio / Collection of Work - 40%
Learning Outcomes Learners who successfully complete this module will:
• Summarise the duties and responsibilities of a supervisory manager, to include reference to relevant policies and services in the chosen vocational or work environment
• Evaluate up-to-date industry standards, guidelines and recommended practices that affect the work environment, to include the purpose and methods of supervision, the staff code of conduct,advantages and disadvantages of in-house and contract staff, and of membership of professional or trade associations, trade unions and/or a works committee
• Describe the precautions necessary to safeguard information and/or records
• Describe key steps required to recruit staff, to include pre-planning, methods to source and screen staff, use of an application form to shortlist candidates, and the benefits of a chosen approach
• Analyse the risks for which adequate insurance cover is recommended
• Draft a range of procedures for work-related activities, to include lines of communication with clients,colleagues and other relevant parties, procedures for maintaining effective standards of service,criteria for staff recruitment, criteria for supervisory procedures
• Devise a system for maintaining work-related records, to include operational records, a work roster for operational staff, and a maintenance schedule for equipment and vehicles
• Prepare a departmental budget, to include details of planned spending under a number of headings and of contingency spending
• Train staff, drawing on up-to-date industry standards in training using appropriate aids and supporting material, and assessing the suitability of individuals during the training session
• Carry out staff evaluations to include achievement of objectives, feedback on performance, and identification of opportunities for personal development.
Further Enquiries To Register For the Programme, Please Contact:
training@ccma.ie
01 291 1960
Course Content Programme Overview
The purpose of this award is to equip the learner with the relevant knowledge, skill and competence to work in a range of industry sectors independently in a supervisory capacity.
FETAC Code L32199: Supervisory Management
Duration Classroom (5 Days) or eLearning
Available to Job Seekers: 
Yes
Certified: 
Yes

Retail Assessor Workshop

Network: 
IBEC Retail Skillnet
Location of Course National
Trainer IBEC Retail Skillnet
Entry Requirements Supervisor or Manager Working in Retail
Enrolment and Start Dates Comment On Going
FETAC Code L31855: Assessing Retail Skills
Duration 2 day Workshop
Course Fee Company fee
Available to Job Seekers: 
Yes
Certified: 
Yes

Retail Occupational Qualifications

Network: 
IBEC Retail Skillnet
Location of Course National. Various Retail outlets
Methods of Assessment Continuous assessment carried out on the Shop floor
Further Enquiries Sean Carlin: 074 9724280
Course Content Various Retail Specific modules delivered in the Workplace by a Manager or Supervisor trained as an Assessor.
Enrolment and Start Dates Comment On Going training. Enrolment through Retail Companies.
FETAC Code L21746: Retail Customer Service
L21747: Retail Security
L21748: Effective Working Relationships
L21799: Retail Payment Procedures
B20037: Retail Selling
G20001: Communications
W20008: Work Experience
D20165: Safety and Health at Work
L21800: Retail Stock Control
L21798: Retail Merchandising
Subjects Taught 1. Retail Customer Service
The main themes addressed in Retail Customer Service are:
• Implementing Customer Service
• Resolving Customer Complaints
• Improving Business Operations
• Implementing Change

2. Retail Security
The Retail Security module concentrates on the main areas of concern, namely:
• Security Procedures
• Security of People
• Security of Stock
• Security of Premises

3. Retail Effective Working Relationships
The module focuses on key aspects of working relationships, including:
• Quality Standards
• Performance
• Optimising Productivity

4. Retail Stock Control
The module focuses on the key aspects of Retail Stock Control including:
• Preparation for the receipt of goods
• Accepting goods for storage
• Storage requirements
• Appropriate placement and storage of goods
• Retrieving and dispatching goods from stock

5. Retail Merchandising
The Retail Merchandising module focuses on the key aspects of merchandising including:
• Planning displays to specification
• Setting up, maintaining and dismantling displays
• Labelling stock on display
• Monitoring sales stock levels
• Maintaining sales stock levels

6. Retail Payment Procedures
The Retail Payment Procedures module focuses on the following key areas:
• Calculating customer purchases
• Processing payments
• Processing the sale of goods
• Recording and processing orders

7. Retail Selling Skills
The Retail Selling Skills module focuses on the main aspects of selling skills, including:
• Personal Selling techniques
• Customer relations
• Handling Payment

8. Retail Communications
The Retail Communications module focuses on the following key areas:
• Listening
• Speaking
• Reading
• Writing
• Non-Verbal communication
• Visual communication
• Communication technology

9. Work Experience
The Work Experience module allows the employee to recognise their own skills, develop new skills, make decisions about future job direction and to progress within the retail sector. As such the module addresses the following key themes:
• Preparing for work
• Working under direction
• Review and evaluation
• Reflection on progress
• Goal setting
• Advancement

10. Retail Health, Hygiene and Safety

Duration On-Going
Comment FETAC Level 5 Certificate on completion of each module. Full Major Certificate awarded on completion of 8 modules.
Course Web Page: 
http://ibecretailskillnet.squarespace.com/overview-of-modules/
Available to Job Seekers: 
Yes
Certified: 
Yes

Contact Centre Management

Network: 
CCMA Ireland Skillnet
Location of Course Nationwide
Methods of Assessment The course is assessed using a mixture of exams, continuous assessment and learner records etc.
Further Enquiries To Register For the Programme, Please Contact:
training@ccma.ie
01 291 1960
Course Content CCMA Certificate in Contact Centre Management leading to FETAC Award in Contact Centre Management
Programme Overview
The purpose of this award is to enable the learner to acquire the knowledge, skill and competence associated with Business Management, Supervisory Management and Contact Centre Support Skills.

1. Business Management
The purpose of this award is to equip the learner with the knowledge, skill and competence in the principles and practice of management within the business environment to enable the learner to develop management skills to work independently or within a supervisory capacity.

2. Supervisory Management
The purpose of this award is to equip the learner with the relevant knowledge, skill and competence to work in a range of industry sectors independently in a supervisory capacity.

3. Contact Centre Support Skills
The purpose of this award is to equip the learner with the knowledge, skill and competence in the practices and operations of a contact centre to enable the learner to operate effectively in a contact centre environment dealing directly with clients over the telephone.

Enrolment and Start Dates Comment TBC
Subjects Taught 1. Business Management
2. Supervisory Management
3. Contact Centre Support Skills
Course Web Page: 
http://ccma.ie/page.php?s=training&id=241&c=
Available to Job Seekers: 
No
Certified: 
Yes
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