FETAC Component Certificate (Level 6 NFQ)

Customer Service

Network: 
CCMA Ireland Skillnet
Location of Course Nationwide
Methods of Assessment Assessment:
Portfolio of Work x2 - 50%
Skills Demonstration x2 - 50%
Learning Outcomes On completion of the programme, participants will be able to:
• Evaluate the principles and practice of customer service in range of public, private and voluntary environments
• Explain the principles underpinning customer service in a range of organisations, to include domestic and global organisations, those dealing with internal, external, corporate and individual customers,organisations providing products, and those providing services
• Evaluate how organisational policies and industry-specific quality assurance systems can enhance customer service, to include customer charters, policies on handling complaints, relevant quality rating systems
• Summarise key elements of consumer legislation for an industry specific area in Ireland, to include a comparative look at similar legislation in another country
• Describe the formal processes and associated organisations or bodies available to customers seeking protection, representation and redress
• Describe how the principles of customer service influence strategic planning in an organisation, to
include reference to policies and standard operational procedures for all levels of the organisation
• Use a range of communication skills and technologies to meet the needs of diverse customers, to include a variety of listening methods and strategies to respond to complaints and to resolve any difficulties arising
• Manage the needs of customers within a specialised industry or vocational area, to include identification of diverse needs of older people, children, people with a disability, those with
requirements based on culture or religion and strategies to meet those needs and to build customer loyalty
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 direct quality customer service within a work, social or voluntary environment, independently and or in a supervisory capacity.
FETAC Code 6N0697: Customer Service
Duration Classroom (6 days) or eLearning
Course Web Page: 
http://ccma.ie/page.php?s=training&id=245
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

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

Train the Trainer

Network: 
Learning Waves Skillnet
Location of Course Dublin
Trainer Mark Donovan and Associates
Methods of Assessment Presentation Skills and Written projects
Further Enquiries Teresa Hanratty
Email: teresahanratty@learningwaves.ie
www.learningwaves.ie
Entry Requirements Level 5 Certificate, Leaving Certificate or equivalent qualifications and / or relevant work or life experience.
Course Content Train the Trainer
A highly interactive 4 day course equipping

Training Aim
 To expose participants to the principles and practices of training development and delivery techniques.
 To assist participants to develop systematic, effective and efficient approaches in their training role.
 To develop and improve on the existing training skills of participants in the areas of Finance, Broadcasting, Administration and Sales & Marketing.
 Develop presentation skills with the focus on, structure, pace, voice & language with a particular emphasis on audience interaction.
 Assist participants to value their future training role and become more confident and conscious of their strengths and areas for development as trainers.

Enrolment and Start Dates Comment Course will start in April 2013
FETAC Code E30179: Train the Trainer
Subjects Taught Day 1
Identify current strengths and development needs as a trainer, clarifying our training role in the workplace, Planning training based on real training needs, Effective trainer introduction, Putting participants at ease, Getting training events off to a good start, What is the ideal adult learning environment ?, Preparing and giving a training talk, Creating the effective training environment.

Day 2
Carry out a work related training demonstration, Prepare and deliver a training talk, Develop & practice assertiveness skills in the training environment, Importance of Feedback, both giving and receiving, Participant will practice areas like supporting, encouraging and confronting their learners, Prepare assignment for Day 3, Development of a Trainer Development Plan.

Day 3
Presentation of assignment from Day 2, What is coaching ?, Skills of an effective coach, Key techniques of one to one coaching, Four P coaching model, Effective use of visual aids and key learning supports, Review and update of Trainer Development Plan.

Day 4
Advanced presentation skills, Dealing with sensitive training issues, Computers in training, Different Training styles and how to effectively use them, Motivation in training, Strategies for dealing with difficult participants, Diversity in the training workplace, Stress management and the trainer, Review and update of Trainer Development Plan.

Duration 4 days over a one month period
Comment Certification
This is a FETAC Level 6 course
Number of Places 2
Course Fee Free to job seekers based on interview selection for the course
Available to Job Seekers: 
Yes
Certified: 
Yes

Train the Trainer - FETAC Level 6

Network: 
Waterford Chamber Skillnet
Location of Course Waterford Chamber Skillnet - 2 Georges Street, Waterford
Trainer Michael Cox, MCX Training & Development
Methods of Assessment Assessment :
Portfolio of Assessment:
All assessment is carried out in accordance with FETAC
regulations.

Assessment is devised by the internal assessor, with external moderation by FETAC.

Summary Assignment 50%
Skills Demonstration 50%

Assignment:
The internal assessor will devise a brief that requires the candidate to produce evidence of planning, researching, conducting and evaluating a training session. The assignment should identify theoretical understanding and practical application on a range of specific learning outcomes.

The assignment could take the form of a case study, action research or reflective piece of work. The brief will require the candidate to research and present information in relation to adult training, services or issues. The evidence may be presented in a variety of media eg: written, audio, video, graphic, visual or any evidence must be presented on tape.

Skills Demonstration:
In two or more skills demonstrations, candidates wi
ll be assessed in the following skill areas:

Presentation skills
• Oral presentation skills
• Use of visual aids
• Use of learning materials

Candidates should make a presentation of approximat ely 15 minutes duration. The presentation should address the specific learning outcomes of the candidates chosen subject, as agreed with the internal assessor. Candidates should demonstrate effective communications skills in their presentation using a ppropriate visual aids e.g. demonstrations, handouts, flip charts, overhead projector, slide projector presentation, etc.

Learning Outcomes At the end of this course delegates should be able to:
• Understand different learning styles and prepare accordingly
• Evaluate different approaches to training
• Work effectively with a range of learner groups
• Design, deliver and evaluate a training programme effectively.
• Develop and implement appropriate assessment methods
• Assess their ‘comfort zone’ when delivering training and the impact it has on learners.
Further Enquiries Contact: Sara - Tel: 051 311139
Email: skillnet:waterfordchamber.ie
Entry Requirements Minimun FETAC Level 5 / or relevant Life experience
Careers or Further Progression Trainers Certificate with IITD
Course Content Programme Aim
The aim of the programme is to enhance the existing skills, knowledge and behaviours of learners relating to the design, delivery and evaluation of training programmes.
Financial Support Funding Applied
Enrolment and Start Dates Comment Enrollment Deadline: 30th April 2013
Starting Date: 1st May 2013
FETAC Code E30179: Train the Trainer
Subjects Taught Unit 1 Theories of Training & Adult Learning
Unit 2 The Role of The Trainer
Unit 3 Training Needs Analysis and Programme Design
Unit 4 Preparing for Training Delivery
Unit 5 Delivery & Assessment
Unit 6 Evaluation of Training
Duration 4 days over 4 weeks
Number of Places Available
Course Fee Skillnet Member: €450
Chamber Member: €490
Non Member: €530
Course Web Page: 
http://www.waterfordskillnet.ie/images/uploads/courses/MCX-Trainthetrainer_1.pdf
Available to Job Seekers: 
No
Certified: 
Yes

Train the Trainer

Network: 
County Tipperary Skillnet
Location of Course Clonmel Co.Tipperary
Trainer Michael Cox (MCX Training and Development)
Methods of Assessment For further info see www.countytipperaryskillnet.com or MCX website: www.mcx.ie
Learning Outcomes At the end of the course delegates should be able to:
* Understand different learning styles and prepare accordingly
* Evaluate different approaches to training
* Work effectively with a range of learner groups
* Design, deliver and evaluate a training programme effectively
* Develop and implement appropriate assessment methods
* Assess their 'comfort zone' when delivering training and the impact it has on learners
Eligibility All employed persons are eligible for this course. Job seekers please check out http://www.skillnets.ie/job-seekers/eligibility-criteria
Further Enquiries Sabrina Guida
Tel: 052 61 91103
Email: sabrina@clonmelchamber.com
Entry Requirements Ideal for participants who have had some exposure to formal / informal training who wish to receive an accredited training qualification.
Course Content The aim of the programme is to enhance the existing skills, knowledge and behaviours of learners relating to the design, delivery and evaluation of training programmes.
Enrolment and Start Dates Comment Dates: Thursday 9th & 16th May & Tuesday 21st & 28th May 2013
FETAC Code 6N3325: Training Needs Identification and Design
Duration 4 day event course (1 day per week), 9:30 am - 4:30pm.
Number of Places 6
Course Fee €450.00 per person. This includes the FETAC Accreditation
Available to Job Seekers: 
Yes
Certified: 
Yes

Train The Trainer

Network: 
South Kerry Skillnet
Location of Course Killarney
Further Enquiries Tracey Teahan
t: 066 976 2477
f: 066 976 2059
e: tteahan@skdp.net
Careers or Further Progression FETAC level 6 certificate for train the trainer
Course Content Train the trainer
• Theory of Training & adult learning,
• The role of the trainer
• Training needs analysis & programme design
• Delivery & assessment
• Evaluation of training.
Enrolment and Start Dates Comment 20th September 2013 - To be confirmed
FETAC Code E30179: Train the Trainer
Duration 6 days
Comment 4 Places
Course Fee €450.00
Available to Job Seekers: 
Yes
Certified: 
Yes

Collaborating for Innovation & Sustainability

Network: 
South East Micro Skillnet
Location of Course Cloughjordan
Methods of Assessment Project assignment
Learning Outcomes • Develop and implement strategies for innovation & collaborating
• Assess the role of synergies within teams
• Innovating in a group context
• Develop collaborative hubs and working groups
• Work jointly on project and contracts
• Set and agree ground rules and parametrise for effective collaboration.
Eligibility For job seekers see eligibility criteria on www.skillnets.com, for others, participants must be working in the private sector.
Further Enquiries South East Micro Skillnet
Tel: 052 613 3898
Mob: 086 817 0791
Email: info@se-microskillnet.ie
Course Content • Exploring and identifying collaborative opportunities
• Innovation in a group context
• Creating meaningful partnerships
• Setting and agreeing ground rules for effective collaboration
• Developing collaborative hubs and working groups
• Integral thinking
• Creating meaningful working partnerships
Financial Support Funded By South East Micro Skillnet
FETAC Code 6N3673: Strategic Planning
Duration 5 Days
Number of Places 10
Course Fee €70 for those in employment, no charge to job seekers.
Available to Job Seekers: 
Yes
Certified: 
Yes

Supervisory Management

Network: 
South East Micro Skillnet
Location of Course Kilkenny City
Eligibility Participants cannot be in receipt of other funding
Further Enquiries South East Micro Skillnet
Tel: 052 613 3898
Mob: 086 817 0791
Email: info@se-microskillnet.ie
Entry Requirements None
Course Content Supervisory Management, Operational Planning, Team Leadership, Organisational Skills.
Financial Support Skillnet funded course
FETAC Code L32199: Supervisory Management
Duration 5 Days
Number of Places 10
Course Fee €375 is the funded cost
Available to Job Seekers: 
Yes
Certified: 
Yes

Train the Trainer

Network: 
Taste4Success Skillnet
Location of Course Offaly
Trainer Food Educators.ie
Further Enquiries Email: training@taste4success.ie
Tel: 043 668 5289
Course Content Train the Trainer course is a FETAC Level 6 accredited qualification . It will provide you with all the tools and techniques to be exceptional in training the trainer. You will learn new skills and ideas through both theoretical and practical means. With this FETAC Level 6 qualification you will have all you need to design, deliver and evaluate training.
FETAC Code E30179
Duration 4 days
Available to Job Seekers: 
Yes
Certified: 
Yes
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