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Training Prospectus

Training Prospectus 2013 V 11


Welcome Delivering real business benefits With a dedicated, central training team, we are well placed to provide training tailored for businesses that delivers real business benefits, helping you to develop your team and help your business succeed and grow. Professional and specialist programs We provide a wide range of flexible, high quality programs. Through our professional programs, you can access over 100 courses to support your business in key business disciplines including management, QHSE, HR, finance, sales & marketing, technical and administration. We also manage a range of externally accredited programs to support businesses with more specific requirements. Choosing the right programs With a vast amount of courses we can help you and your business every step of the way and offer businesses a Training Organisational Needs Analysis to help you identify your business’ specific training requirements. Prospectus guidelines This prospectus has been arranged to help you identify suitable training for you and your team. Each main section begins with a summary of training available followed by individual course details. We have a wide range of expertise that is not fully contained within this prospectus. Please contact us to discuss your individual requirement if you do not see an exact match in the prospectus. Further assistance For further assistance on any of the courses in this prospectus or to discuss your training requirements further please contact us using the details on the back of this prospectus.


Our learning programs are designed to help you develop professionally and support you as you encounter new challenges throughout your career with MITIE. Whether you’re looking to:   

Raise professional standards and credibility; Support talent management and succession planning; or Capture industry best practice.

We are able to work with you to develop the right solutions for you and your team Booking Procedure: To book a place on any of the courses contained in this Prospectus please obtain manager approval and forward a completed booking form to training@mitie.com The booking form can be found on the MiNet training page (document ref MG(F)520/07)


Useful guide to being a MITIE Manager As a MITIE manager, the influence you have on your team is critical. At every stage of a person’s career with MITIE, you have an opportunity to advise, support and develop them. To help you take advantage of those opportunities, we’ve devised a useful guide to being a great MITIE manager. This is a great resource for you to use in conjunction with any learning and development contained within this prospectus. To access, simply click the image below. The guide will help you, and your colleagues, understand the high standards we expect of our managers. We want our people to be passionate about working at MITIE and look to you to generate that passion in your everyday role. It is up to you to breathe life into our values through strong leadership.


Recommended training pathway for new managers We have designed a recommended training pathway for new managers. This training is made up of a series of courses from as little as 2 hours to 2 day training programs. All courses in support of this pathway will be available regionally and it is recommended that they be completed within 6-8 months of appointment


Training pathways The following training pathways will be delivered via a series of one day workshops or can also be delivered as stand-alone one day sessions. Please contact training@mitie.com for further information. Client Management (4x 1 day workshops) Managing customer relations Understanding client needs using consultancy skills Customer journey mapping Retaining clients and renewing contracts Business development (4x 1 day workshops) Achieving greater leads and converting sales Product and service creativity and development Developing connections using networking and up-selling Creating a culture of cross-selling and up-selling Developing capability (4x 1 day workshops) Project management Change management – planning Change management – implementing Solving business problems and making business decisions Different ways of working (4x 1 day workshops) Modern leadership methods Ethics and values in management Challenging the status quo Self-awareness and self-development Leadership (5x 1 day workshops) Building a truly successful team Planning and action for personal and team succession Building an engaged workforce How diversity and inclusion can strengthen your team Attracting, retaining and developing the best staff Senior Management (4x 1 day workshops) Executive strategies Corporate governance and the role of the director Finance for senior managers Management structures Executive coaching Initial face to face private session followed by either short face to face sessions, structured phone calls or webinars


Welcome to MITIE – an online Induction

How to be a MITIE Manager – online

Corporate Induction

Driver Awareness - online

Smarter Driver

Equality and Diversity - online

contents

Section one – Starting your MITIE journey


STARTING YOUR MITIE JOURNEY Welcome to MITIE – an online Induction Course Overview The online Induction is designed to bring together all of the key information sources and links that you need to be aware of as you begin your new role within Facilities Management and should be completed prior to you attending the FM Corporate Induction Content This online Guide will enable you to gain a better understanding of MITIE and where FM fits in, and:  The HR function, including: o What you need to know o HR Support Centre o Who’s Who in HR o MITIE Benefits o Training and Development  The IT function, including: o How to access the online IT Induction o How to create an auto-signature o Email sign off o Out of Office o How to access emails remotely o MiNet o MITIE intelligent templates  BMS (Business Management System)  QHSE Duration 1 hour Intended audience All new salaried staff Costs No charge


STARTING YOUR MITIE JOURNEY Corporate Induction Course Overview To provide an overview of our organisation and the services we deliver Content  MITIE structure  QHSE overview  HR Essentials  Training & Development  MITIE Benefits  Equality & Diversity Pre-requisites: Online FM Induction Duration: 1 day Intended audience: All new salaried members of staff Dates and location Will be promoted prior to the event or are available on request Costs: No charge


Driver Awareness (online) Course Overview The aim of this e-Learning is to provide you with an overview regarding the key areas that you should be aware of as a MITIE driver. Content  Licensing  Safe driving  Fuel card policy  Driver responsibilities and standards  Management responsibilities  Incidents, accidents and insurance  Individual driver risk assessment  Fatigue  Break down procedures  Environmental considerations There’s also an online assessment at the end of the course, so that we can check you’re up to date with everything. Once completed, those drivers that are deemed to be “low” risk do not require further driver awareness training. Those graded as either “medium” or “high” risk will be asked to attend driver awareness training in the near future. “High” risk drivers will be treated as a priority. Pre-requisites: Those who drive a MITIE vehicle, either commercial or a company car Duration: 1 hour Intended audience: All MITIE drivers Costs: No charge


STARTING YOUR MITIE JOURNEY Smarter Driver Course Overview The Fleet department are currently offering Fuel Saving Driver training across MITIE free of charge to all those who drive a MITIE vehicle, either commercial, company car, in the ECO scheme or have Cash for Car allowance. As the only government backed eco-driving scheme initiative, this training can help to improve day-to-day driving skills and reduce fuel consumption by 15%. The course involves a 50 minute one-to-one in vehicle driving session with an instructor whereby tuition is given to improve overall driving style, with particular emphasis on economical driving techniques to reduce fuel consumption, increase MPG and subsequently save money on fuel. Content  The Smarter Driving Training Programme, provided by the Energy Saving Trust, is currently the only government funded driver training and is subsidised by the Department for Transport.  The Energy Saving Trust will also provide the vehicle, insurance, fuel and on completion of the programme, a certificate for each employee detailing their % reduction in fuel consumption and their annual fuel cost savings (£)  A minimum of 8 people per day can be trained; however more can complete the programme should there be a greater demand – either more instructors will be sourced for the day, or additional training days can be organised.  Not only can the training potentially reduce fuel consumption by 15%, thus reducing costs to MITIE, but the emphasis on improving driver’s ability to anticipate the road and other road users reduces the likelihood of accidents by encouraging a safer driving style. Greater awareness and anticipation of the road also leads to less wear and tear on vehicles as well as helping the environment.  The techniques used lead to an average 15% reduction in fuel consumption which adds up to typical annual savings of between £200 and £250 per person, based on a car travelling 12,000 miles per annum. The Energy Savings Trust has trained more than 20,000 drivers, from 500 organisations to date. In a recent survey 100% of drivers said they found the techniques used by instructors as ‘practical in everyday driving.’ Intended audience: Those who drive a MITIE vehicle, either commercial or a company car Duration: The training session includes a planned route by the instructor in advance; from an agreed pick up point for a 50 minute, one-to-one session – disruption to the working day is minimal. Dates and locations If you require further information, or would like to set up a course of training for your drivers, please email emma.harris@mitie.com Costs: The training is subsidised by the department for Transport so the cost to you is only £20+VAT


STARTING YOUR MITIE JOURNEY Equality and Diversity (online) Course Overview Equal Opportunities & Diversity Essentials is an interactive e-learning course that introduces you to what equal opportunities and diversity are, and what they mean in the workplace. All you need to do is follow the advice detailed in the attachment to work through the course. Everyone with a MITIE email address is encouraged to complete the course and print off a certificate to demonstrate understanding! Content There’s also a qui at the end of the course, so that you can check you’re up to speed with everything that’s been in an open plan environment! Pre-requisites: Online Duration: 1 Hour Intended audience: All employees Costs: No charge


Section two – Managing your team safely

First aid awareness

Risk assessment overview

Accident investigation and claims management

HSE Law – A manager’s responsibility

Environmental awareness

Managers QHSE induction

Slips, trips & falls

Working at height / ladder awareness

COSHH overview

Fire safety and fire warden

IOSH working safely

IOSH managing safely

Driver awareness

Vehicle maneuvering & signaling

CIEH Level 3 Award in Training Skills and Practice


MANAGING YOUR TEAM SAFELY First aid awareness

contents

Course Overview This course will provide the delegate with the knowledge and information on how to provide the appropriate level of first aid cover on the Site, Contract and MITIE Offices Content This course contains information relevant to MITIE’s sites, Contracts and Offices to give attendees sufficient knowledge to assess that the correct first aid provisions are in place. It outlines the steps which need to be taken to ensure that MITIE work in line with the First Aid at Work Regulations

It also contains information on how to recognise symptoms of a stroke or heart attack and how to manage these situations Duration 1 hour Intended audience All Supervisors and Managers Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING YOUR TEAM SAFELY Risk assessment overview Course Overview At the end of this course delegates will have a basic understanding of the legal requirements and main hazards which can cause harm within the work-place. They will also possess the basic knowledge and skills to carry risk assessments on their site Content This course will introduce the delegate to the concept of risk assessments within the work place and the legal requirements which are required to be adhered to. This will assist the delegate in identifying the difference between hazards and risks and will provide them with information as to how to decide on the most appropriate workplace precautions/control measures Delegates will also the opportunity to practice carrying out risk assessments within a controlled environment Duration 2 – 3 hours Intended audience Regional Account Managers, Senior Account Managers, Account Managers and Supervisors Dates and location Further dates/locations will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING YOUR TEAM SAFELY Accident investigation and claims management Course Overview By the end of this course delegates will be able to identify a RIDDOR reportable incident, understand the accident investigation procedures and know how to contact following an incident Content Delegates who attend this course will gain an overall understanding of how to manage accidents/incidents, as well as learning how to conduct an accident investigation following an incident This course will also outline what is RIDDOR reportable incident and how the escalation procedures work following a major incident Finally, the course will cover the MITIE Lifeline reporting procedures and provide information as to why it is important that near misses are reported as well as accidents Duration 3 hours Intended audience Regional Account Managers, Senior Account Managers, Account Managers and Supervisors Dates and location Further dates/locations will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING YOUR TEAM SAFELY HSE Law – A manager’s responsibility Course Overview This course aims to provide delegates with a greater understanding of health & safety law, its impact on the working environment and the working practices which must be adopted to ensure that MITIE comply with all of the legislative requirements. This will allow managers to identify what their personal responsibilities are and how they can ensure the standards are maintained at all times Content Managers and supervisors have a number of responsibilities when it comes to health and safety within their work environments. This course is designed to introduce managers to the legal requirements and outline their roles and responsibilities ensuring they comply with both legislation and MITIE standards This course creates opportunities for managers to learn about Health & Safety legislation ranging from the Health and Safety at Work Act to Management of Health and Safety at Work Regulations Duration 3 hours Intended audience Regional Account Managers, Senior Account Managers, Account Managers and Supervisors Dates and location Further dates/locations will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING YOUR TEAM SAFELY Environmental awareness Course Overview This course has an integral part to play in raising both the standards and awareness amongst our employees. By providing this key knowledge the employees can contribute more effectively to the businesses waste management strategies Delegates will have a greater understanding on the impact they have on the environment and this course will provide a foundation to learn and positively change their behavior Delegates will be able to recognise the types of waste which the business produces. It will identify the companies and individual’s personal responsibilities; to ensure we comply with our statutory requirements Finally this course will provide an appreciation for the potential to implement a more sustainable waste management system within the working environment Content Businesses and individuals impact on the environment every day in a variety of different forms; some impacts are not always as obvious as others. All businesses produce waste but there is very little awareness as to the challenges and opportunities that this creates for business This course highlights the environmental concerns we are faced with today within the business world. It discusses and how we can manage our waste effectively to meet both MITIE’s and the Client’s standards This training endeavours to raise awareness and provide information on good industry standards to positively change behaviour and attitude. Through this; MITIE can manage our environmental systems effectively to ensure that the actions we take minimises the impact on the environment Finally this course aims to provide information with regards to our legal responsibilities and our duty of care. Further to this it provides a solid foundation as to how we can ensure that this is achieved. Through outlining the steps we must take to comply with our legal responsibilities and wherever possible meet the best practice standards Duration 2-3 hours Intended audience Regional Account Managers, Senior Account Managers, Account Managers and Supervisors Dates and location Further dates/locations will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING YOUR TEAM SAFELY Managers QHSE induction Course Overview By the end of this course the delegates will gain a thorough understanding of the legal QHSE requirements and duties expected of them within their work environment Content This health and safety induction has been specifically designed to introduce managers into the QHSE environment and provide a solid foundation in order to support the business The key focus is on the standards expected from the manager and their responsibilities to ensure they lead their team whilst keeping them safe at work Duration 1.5 hours Intended audience Regional Account Managers, Senior Account Managers, Account Managers and Supervisors Dates and location Further dates/locations will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING YOUR TEAM SAFELY Slips, trips & falls Course Overview This course will provide the delegate with the knowledge and information on how to prevent and control slips, trips and falls within the workplace Content This course is designed to raise the delegate’s awareness of what causes slips, trips and falls within the workplace, how to control them and learn how to safely clean up after spillage The course teaches the delegates how to safely carry out these tasks and reduce the risk of infection Duration 2-3 hours Intended audience All employees, supervisors and managers Dates and location Further dates/locations will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING YOUR TEAM SAFELY Working at height / ladder awareness Course Overview This course will provide the delegate with the knowledge and skills to work safely with access equipment including ladders They will learn about the hazards involved with working at height and how to ensure that the safe systems of work are followed to keep themselves and others safe Content This course is available to provide in-depth knowledge of safe working at height procedures. It allows delegates to learn about the serious risks involved with working at height and identify how the risks can be reduced to an acceptable level Information is also given on the access equipment options available, selecting the correct access equipment and the regular inspection regimes which must be adhered to This course also focuses on using a ladder/step ladder safely, ensuring that the equipment is fit for purpose and when inspection regime is required Duration 3 hours Intended audience All employees who carry out any high level work or are involved with such activities. This includes operatives, window cleaners, janitors, supervisors and managers Dates and location Further dates/locations will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING YOUR TEAM SAFELY COSHH overview Course Overview At the end of this course delegates will have a basic understanding of the legal requirements and main hazards associated with hazardous substances They will be able to work with the substances safely and ensure that the actions taken do not impact on themselves, other people or the surrounding environment Content This course will introduce the delegates to hazards involved with handling hazardous substances within the workplace. The delegates will learn to identify what a hazardous substance is and how exposure can occur It will give them the opportunity to learn about handling these substances correctly and to ensure that we reduce the risk of exposure to the user and persons within the surrounding environment This course will reiterate the importance of selecting low risk substances and ensure that the correct training is given for the safe handling, storing, use or diluting of substances Duration 2-3 hours Intended audience Senior Account Managers, Account Managers, Supervisors and Employees Dates and location Further dates/locations will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING YOUR TEAM SAFELY Fire safety and fire warden Course Overview The course will provide you with the skills and knowledge to recognise fire hazards within the workplace and establish good housekeeping methods to prevent the spread of fire Further information will be given on the routine inspections on equipment and fire detection systems which should be carried out as part as part of the regular maintenance regime This training will also give you the information you need to carry out the role of a Fire Warden safely on your premises and to ensure that we maintain our safe standards of work on site Content This course will provide you with the knowledge and skills to monitor fire hazards on site and to confirm when each of the regular inspections should be undertaken You will learn about the principles of a fire safety management system – risk assessments and other prevention measures Duration 1.5 hours Intended audience Employees, Supervisors and Managers Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING YOUR TEAM SAFELY IOSH working safely Course Overview By the end of this course the delegates will be able to carry out work activities without risk to themselves or others. They will understand the consequences to both the individual and their organisation if they fail to work safely You will be able to identify hazards, risks and risk controls and understand the importance of risk assessment with examples of everyday use of risk assessment Finally, you will understand how to take appropriate workplace precautions and their importance in the working environment Content The IOSH Working Safely course is designed to provide you with knowledge into the world of safety. This one day course is aimed at those with supervisory responsibility within MITIE; or simply to raise the level of health and safety standards within your team This nationally recognised course is designed for those at all levels to provide information and guidance on working safely within their working environment. The key topics include:  Machinery safety  Chemical safety  Legal responsibilities  Fire precautions  Accident prevention  Manual handling  Working with VDUs There will be a multiple choice test at the end of the course Duration 1 day Intended audience Managers and Supervisors Dates and location Will be promoted prior to the event or are available on request Costs £20-£25 per person (to cover external accreditation/certificate cost) Accreditation IOSH accredited certificate


MANAGING YOUR TEAM SAFELY IOSH managing safely Course Overview The Institution of Occupational Safety and Health (IOSH) course is designed to give directors, managers and supervisors sound principles for applying safety and health in the workplace. Learning Outcomes At the end of the course delegates will have an appreciation of the importance of health and safety in the workplace. Content  Safety management systems, the role of risk assessment linked into management, legal requirements and social environment  Reactive monitoring  Risk assessment and not control  Preparing and using direct links, schedules  Management review of the safety management system  Preparing for health and safety audit  Identifying legislation and advice  Managing the sources of hazards addressed in working safely  Assessment Duration One four day block work-based project Intended audience Directors, managers and supervisors who are required to manager workplaces and people Dates and location Contact Gina Gobetti in the Health and Safety training department on 0117 322 1147 or at gina.gobetti@mitie.com Costs Costs are dependent on numbers. If you contact Gina Gobetti in the Health and Safety training department she will try to advise as clearly as possible Accreditation IOSH accredited certificate


MANAGING YOUR TEAM SAFELY Drivers awareness Course Overview The Drivers Awareness Course has been developed for all employees who drive company vehicles for business purposes. MITIE understand the road risks which may impact on our teams and use this training module as a platform to raise awareness. This course is structured around safe driving techniques, vehicle maintenance and general hazards to consider whilst driving for both the operator of the vehicle and other road uses. Details will be provided to the delegates on suitable precautions which can be implemented to reduce the risk a road traffic incident In today’s economy and with MITIE’s focus on saving fuel costs; this course also provides guidance on how to drive smarter to reduce the fuel consumption Content By the end of this course the delegates will have a greater understanding of their responsibilities as a road user. They will also learn to recognise early warning signs which can assist with avoiding hazards and reducing the risk of a road traffic Incident. Finally the team will receive useful information and tips on how to drive smarter in order to save fuel when driving Duration 1 hour Intended audience All MITIE Vehicle Drivers Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING YOUR TEAM SAFELY Vehicle maneuvering & signaling Course Overview You will have a basic understanding of legal requirements, operational measures and the signals to be used to ensure safe reversing or maneuvering Content Nearly a quarter of all deaths involving vehicles at work occur whilst the vehicle is reversing. Many more do not result in injury but cause costly damage to vehicles, property, equipment and premises. Most of these accidents could be prevented by taking some simple safety precautions. This course aims to raise awareness of the dangers caused by reversing and maneuvering Duration 1.5 hours Intended audience Managers responsible for contracts with major vehicle movement Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING YOUR TEAM SAFELY CIEH Level 3 Award in Training and Practice Course Overview This is the benchmark trainer skills qualification for CIEH registered trainers delivering. This qualification encourages a flexible approach to training delivery that takes account of learners’ needs and preferences. It covers initial assessment, planning and preparation, training delivery, assessment and evaluation. Content  Understand your own role and responsibilities in relation to training  Understand appropriate training and learning approaches in a specialist area  Demonstrate your session planning skills  Understand how to deliver inclusive sessions that motivate learners  Understand the use of different assessment methods and the need for record keeping Duration 4 days Intended audience This is an essential qualification for anyone wishing to become a CIEH registered trainer or to update and refresh their training skills and practice. Dates and location Will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £340 per delegate, but this would need a class of 12 attending Assessment Micro-teaching session Accreditation CIEH Level 3 Award in Training and Practice Suggested progression Level 3 Award in Preparing to Teach in the Lifelong Learning Sector (PTLLS)


Disciplinary & Grievance

Disciplinary & Grievance: Management refresher

Investigations: introductory workshop

Introduction to redundancy

Staff transfer – TUPE

Note taking: introductory workshop

Introduction to people management

Third party pressure: introductory workshop

Absence management – FM strategy

Performance management

McQuaig Interpreter

McQuaig system refresher

Interviewing successfully

Right to Work – an online guide

contents

Section three – Managing & recruiting responsibly


MANAGING & RECRUITING RESPONSIBLY Disciplinary & Grievance Course Overview To equip you with the knowledge & skills required to deal with disciplinary & grievance situations in line with Company policy and procedures and ACAS Code of Practice Pre-requisites None Duration 1 day Intended audience Supervisors, Team Leaders and Managers Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING & RECRUITING RESPONSIBLY Disciplinary & Grievance: Management refresher Course Overview To refresh your knowledge of handling disciplinary and grievance matters and to ensure that you are familiar with MITIE’s Disciplinary & Grievance policies and procedures. To establish the key differences between Disciplinary and Performance Issues looking at both Informal vs. Formal approaches Pre-requisites In order to attend this course, all participants must have attended the Disciplinary & Grievance workshop Duration 4 hours Intended audience First and Second Line Managers Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING & RECRUITING RESPONSIBLY Investigations: introductory workshop Course Overview Conducting a fair and proper investigation is the cornerstone of finding a dismissal by ensuring the process is followed correctly in line with Company policy and procedures and ACAS Code of Practice Pre-requisites In order to attend this course, all participants must have no previous experience of this topic Duration 2.5 hours (approx.) Intended audience Supervisors, Team Leaders and Managers Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING & RECRUITING RESPONSIBLY Introduction to redundancy Course Overview To increase understanding of redundancy process and to encourage managers to be comfortable in carrying out redundancy consultations Pre-requisites In order to attend this course, all participants must have responsibility for managing a team of one or more employees Duration 4 hours Intended audience First or Second Line Managers Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING & RECRUITING RESPONSIBLY Staff transfer - TUPE Course Overview To understand and be able to conduct a TUPE process within the business environment Pre-requisites In order to attend this course, all participants must have responsibility for managing a team of one or more employees Duration 4 hours Intended audience First or Second Line Managers and Administrators Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING & RECRUITING RESPONSIBLY Note taking: introductory workshop Course Overview To keep accurate record(s) to reflect the discussions/ conversation of the meeting Pre-requisites None Duration 2 hours Intended audience Administrators and anyone who takes notes during formal meetings (ie. Disciplinary, Investigation, Grievance etc) Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING & RECRUITING RESPONSIBLY Introduction to people management Course Overview To increase understanding of key MITIE policies and procedures relating to the full life cycle of an employee. Please note this course covers the following subjects at an introductory level only, for more in depth training on each individual subject, dedicated courses are available Part 1 (2 hours):  Why do we come to work?  Expectations and their impact  Induction/Probation  How and when to do an Appraisal  How to manage absence issues including AWOL  Nipping minor issues in the bud Part 2 (2 hours):  Disciplinary  Grievance  Leavers  Customer Complaints Pre-requisites In order to attend this course, all participants must have responsibility for managing a team of one or more employees Duration The full, one day 4 hour course has been collated into two distinct 2 hour halves (Part I and Part II) which can be delivered separately and on different occasions if required Intended audience First or Second Line Managers Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING & RECRUITING RESPONSIBLY Third party pressure: introductory workshop Course Overview To provide an overview of third party pressure and how managers can deal with this situation in their role as chairman Pre-requisites In order to attend this course, all participants must have attended both the Investigation and Disciplinary & Grievance workshops Duration 3 hours Intended audience Managers who deal with clients Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING & RECRUITING RESPONSIBLY Absence management: FM Strategy Course Overview To introduce the new FM Absence Management Strategy and ensure you are familiar with how to handle both short term and long term absence issues. Also provides an introduction to the Bradford Factor scoring method. Pre-requisites In order to attend this course, all participants must have supervisory or line management responsibility Duration 2 hours Intended audience First and Second Line Managers Dates and location Further dates/locations will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING & RECRUITING RESPONSIBLY Performance management Course Overview To clarify why MITIE has an appraisal process; develop an understanding of the MITIE performance management standards; gain the skills required to carry-out structured MiReview appraisals; and manage individual performance Pre-requisites No previous requirements are needed in order to attend this course Duration 1 day Intended audience Supervisors, Team Leaders and Managers Dates and location Further dates/locations will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING & RECRUITING RESPONSIBLY McQuaig Interpreter Course Overview On completion of this course delegates will be able to conduct, score and interpret psychometric tests and results using the McQuaig system Learning Outcomes: This session will focus on:  The McQuaig word survey and its interpretation;  Job Profiling;  The McQuaig occupational test;  Recruitment advertisements;  Screening and in-depth interviews;  Practice interpretation and feedback based on McQuaig profiles Duration 2 days Intended audience HR Managers and Administrators who are involved in the recruitment, selection and interviewing of personnel Dates and location Will be promoted prior the event or are available on request Costs This course will be presented by an external provider. £550 per delegate which includes lunch, refreshments and course material Accreditation MITIE certificate upon completion


MANAGING & RECRUITING RESPONSIBLY McQuaig system refresher Course Overview To help users of The McQuaig System™ understand how they can use The McQuaig System™ at each stage of the ‘cradle to grave’ engagement with their employees, from recruitment through to managing and finally on-going development of their people. Introduction and ‘step by step’ guide to the McQuaig on-line system Learning Outcomes: This session will focus on:  Using the McQuaig Toolset in the employment cycle  Using the McQuaig Occupational test  Building the Job Profile  Building the Personal Profile  Using the Job Fit (Interview Guide)  Using the Word Survey to Manage and Develop  Building Personal Development Plans using the Self Development Survey  Introduction to McQuaig online  Assigning Surveys  Managing existing Surveys  User Groups Duration 1 day Intended audience HR Managers and Administrators who are involved in the recruitment, selection and interviewing of personnel Dates and location Will be promoted prior the event or are available on request Costs This course will be presented by an external provider. £550 per delegate which includes lunch, refreshments and course material Accreditation MITIE certificate upon completion


MANAGING & RECRUITING RESPONSIBLY Interviewing successfully Course Overview This programme has been developed to assist those who have little or no formal training in this area and to give more experienced interviewers a chance to practice and develop in a safe environment. You will have the chance to exchange ideas and share best practices on interviewing techniques used throughout MITIE. There will also be an opportunity to demonstrate your new found skills by taking part in lively discussions and role play. You will be asked to complete a McQuaig questionnaire prior to course commencement Interviewing alone will not give us all the answers to someone’s personality and how they will fit into our existing team. You will have an opportunity during the course to self-evaluate your personal McQuaig questionnaire and learn how to interpret psychometric tests prior to interview Learning Outcomes: Our course will encourage delegates to try proven interviewing techniques enabling them to:  Analyse the purpose of interviews; the advantages and disadvantages  Identify the skills, knowledge and behaviours that are required for an effective interviewer  Appreciate the importance of active listening and the barriers to listening  Be aware of the importance of body language  Develop an awareness of the role and responsibilities of the chair person and panel members in the interview process  Compile appropriate questions to elicit evidence for specific core competences  Analyse the different interviewing styles and questioning techniques  Appreciate the importance of McQuaig Reports  Analyse and interpret McQuaig Reports and use them effectively during the interview process Duration 1 day Intended audience Managers and Supervisors who are involved in recruitment Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING & RECRUITING RESPONSIBLY Right to work – an online guide Course Overview This online presentation gives you an overview and quick reference guide should you have any right to work enquiries when recruiting Learning Outcomes To improve your understanding of the required documentation that is needed from employees to prove their right to work within the UK Duration Online – 1 hour (approx) Intended audience All supervisors and managers involved in recruitment Dates and location Online Costs No charge Accreditation None


Equality & Diversity – online (see Getting Started section)

Equality & Diversity in Bids

Managing and valuing diversity

ILM Level 4 - Award in Managing Equality and Diversity

contents

Section four – Managing your team fairly


MANAGING YOUR TEAM FAIRLY Equality and diversity in bids Course Overview Increasingly our potential clients include equality and diversity matters in their pre-qualifying selection criteria. By developing an understanding of what the clients are looking for and, more importantly, why diversity is becoming a key business driver, may assist MITIE in the tender process. This highly participative programme is a must for those completing bid and tender documentation. Learning Outcomes Far from being just a matter of legal compliance, diversity brings business benefits and personal advantages to everyone in MITIE. An inclusive environment makes people feel valued and ensures talents are fully utilised. This programme will help you to:    

Win more bids that contribute to the sustainability of the business Increase competence levels in dealing with equality and diversity questions in bid documents Provided the required information more quickly and easily Develop skills in presenting MITIE as an ethical and equality-conscious business

Duration One day Intended audience Sales and bid teams and HR professionals across the business. Dates and location Will be promoted prior the event or are available on request. Costs This course will be presented by an external provider. £135 per delegate per workshop which includes lunch, refreshments and course material. Accreditation MITIE certificate upon completion


MANAGING YOUR TEAM FAIRLY Managing and valuing diversity Course Overview An informative and thought-provoking course designed to help people appreciate the importance of effective diversity management and how to demonstrate it. Learning Outcomes This programme will help you to:  Demonstrate professional leadership  Understand the Business Case for Equality and Diversity at MITIE  Support your staff through equalities training And will focus on:  How equality and diversity links with MITIE’s vision and values  How to challenge discriminatory behaviour in the workplace  The legislation and your responsibilities Duration One day Intended audience For all those with line management responsibility. Dates and location Will be promoted prior the event or are available on request. Costs This course will be presented by an external provider. £135 per delegate per workshop which includes lunch, refreshments and course material. Accreditation MITIE certificate upon completion


MANAGING YOUR TEAM FAIRLY ILM Level 4 - Award in Managing Equality and Diversity Course Overview The ILM Level 4 Award in Managing Equality and Diversity in an organisation aims to develop a practising or potential manager’s ability to understand the nature and impact of differences such as values, attitudes and behaviours in teams and organisations. Learning Outcomes The qualification will be offered as a two-day intensive workshop programme with a 1:1 coaching session to provide individual support and guidance in relation to the individual’s and organisation’s developmental needs and challenges. The programme focuses on developing skills in:  Understanding Equality and Diversity  Understanding organisational cultures  Leading and influencing change  Diversity and its impact on MITIE  Equality legislation and how it affects individuals, organisational policies and procedures  Business diversity action planning Duration Two 1x day workshops and 1x coaching session Intended audience The ILM Level 4 Award is targeted at staff, particularly managers & potential managers, including:  Potential managers and other staff who want to deepen their understanding and develop their skills in managing equality and diversity  Managers leading diverse teams  Operational managers with specific accountability for leading equality and diversity  Specialist managers eg HR/L&D managers with specific accountability for leading equality & diversity Assessment requirement The minimum ILM assessment requirement for the programme is an 800-1500 word reflective review outlining a participant’s analysis of the organisation’s culture in relation to managing equality and diversity and the development of an effective action for delivering improved performance Dates and location Will be promoted prior the event or are available on request. Costs This course will be presented by an external provider. £980 per delegate (includes workshops, coaching session, assessment and registration fee) Accreditation ILM Level 4 Award in Managing Equality and Diversity


Section five – Managing your team to success Management skills for new managers

Creating a high performance work team

From friend to supervisor development programme – establishing and maintaining authority

Managing office change

Effective team building

Unlocking individual potential

Conflict management

contents


MANAGING YOUR TEAM TO SUCCESS Management skills for new managers Course Overview The move from completing your own personal tasks to managing the work-load of others can often be a daunting one. This two day course gives a thorough overview of the new skills and techniques you will need to master in order to succeed as a New Manager

Learning Outcomes: Day 1: Managing Yourself   

 

The Role of the Manager o Descriptions of the role of manager and what effective managers do o Action centered leadership Management v. Leadership Communication Skills o What makes someone difficult o Effective communication and communication impact o Verbal & non-verbal communication including body language Time Management Decision Making

Day 2: Managing Others 

       

Delegation o What is delegation and do you need to delegate more? o The advantages of delegation o Why managers don’t delegate and what to delegate MiReview McQuaig survey overview Toolbox Talk training –effective toolbox talks delivery Coaching Managing under-performance Conflict Management o Identifying different types of conflict & problems o Systematic approach to managing conflict and solving problems Motivation Effective use of BMS (covering QHSE & HR policies & procedures)

Duration 2 days

Intended audience Newly appointed Managers

Dates and location

Will be promoted prior to the event or are available on request

Costs

No charge

Accreditation

MITIE certificate to confirm attendance


MANAGING YOUR TEAM TO SUCCESS Creating a high performance work team Course Overview 3 days of practical, interactive training to give practicing or potential team leaders the foundation for their formal development in this role. The course develops basic team leading skills and assists participants in gaining the basic knowledge required Learning Outcomes: On completion of this course, participants will be able to: Segment 1 – Developing yourself as a team leader Understand the roles, functions and responsibilities of the team leader; and the limits of his/her authority and accountability  Describe four responsibilities of a team leader;  Give two examples of problems they would need to refer to someone with more authority Know how to seek, accept and respond positively to feedback on personal performance to improve workplace performance  Use feedback on own performance to identify one strength and one area for improvement;  Describe one thing that can be done to establish and maintain trust within the team;  Prepare a simple action plan to address areas needing improvement in own performance Segment 2 – Leading your work team Understand the difference between leadership and management  Explain the difference between leadership and management Understand a range of leadership styles, their use and potential impact on individuals and outputs  Briefly describe any three leadership styles;  Identify the leadership style or combination of styles most commonly used within the organisation;  Explain the likely effect of this style or combination of styles on people and their work performance;  Briefly review own leadership style and its impact on people and their work performance Understand self-managed teams  Explain what is meant by a self-managed team;  Explain the benefits to an organisation of developing self-managed teams;  Identify two techniques they could use as a team leader to empower others in the team Segment 3 – Developing the work team Understand the nature of teams and the features of team roles and responsibilities including the advantages and disadvantages  Explain how teams differ from groups in the workplace;  Describe two team roles and responsibilities;  Briefly describe the stages in team development using a recognised model;  Explain two advantages and two disadvantages of teams Know how to identify training needs of a group or team and how those needs may be met  Conduct a basic training needs analysis of a group or team in the workplace;  Suggest possible training opportunities to meet identified needs


Duration 3 days Intended audience Practicing or potential team leaders/supervisors Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate on completion


MANAGING YOUR TEAM TO SUCCESS From friend to supervisor development programme – establishing and maintaining authority Course Overview Often individuals are promoted as they are good workers and find themselves suddenly in charge of those who worked alongside them previously. This course has been designed to provide you with the techniques and tactics to establish authority within the supervisory role whilst maintaining good relationships with those you manage, making it easier to clarify expectations and manage performance. Content By the end of the course, delegates will:  Identify what the company/team/customer expects of the supervisor, and recognise the suitability of their current relationship with their staff members.  Deal with authority, responsibility and being accountable.  Describe their current leadership style and be able to identify appropriate circumstances to adapt this to assert authority in the right way.  Know how to avoid claims of favouritism and being drawn into conflicts and inappropriate situations.  Understand the importance of clear goals for teams and individuals and how to set and communicate these.  Know how to approach “difficult” conversations with staff in the right way to get results. Duration 1 day Intended audience The course is for anyone who finds themselves struggling to establish themselves as a team leader or supervisor Dates and location Will be promoted prior to the event or are available on request Costs: No charge


MANAGING YOUR TEAM TO SUCCESS Managing office change Course Overview This workshop aims to equip delegates with an appreciation of, and practical techniques and skills for, planning and implementing office and departmental change. The course is designed to help managers integrate new teams, establish new working patterns and create a constructive approach to all future changes Learning Outcomes: By the end of this workshop, delegates should be able to:  Understand how change impacts on them, their teams and the organisation  Identify and implement actions that will promote support for planned changes  Pinpoint the potential obstacles and sources of resistance to change  Create relevant and thorough plans for implementing changes in the workplace  Maintain personal motivation during the implementation of change Duration 1 day Intended audience Managers and Supervisors who are involved in office change Dates and location Will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £135 per person Accreditation MITIE certificate on completion


MANAGING YOUR TEAM TO SUCCESS Effective team building Course Overview To work together, team members must develop their interactive, communication and interpersonal skills. This workshop focuses on six crucial interpersonal skills that team members must have if they are to function as a high performance work team Prior to the course taking place we will spend time with you as a manager to tailor the course to your own specific team requirements. On completion of day 1 your team will have the opportunity to confidentially feedback their concerns as a team and this feedback and the observations from day 1 will be built into day 2. This will ensure the course is as specific to your team requirements as necessary Learning Outcomes:  Identity and practice new methods of dealing with others that promote team spirit, co-operation and open communication  Develop simple techniques for creating cohesive work groups by recognising and praising each other  Practice and perfect active listening skills  Learn to take feedback from others without becoming defensive or angry  Gain skills that allow positive action to be taken on group performance problems without causing conflict or tension  Learn to give criticism in such a way that helps the individual and the work group to develop as a team Duration 2 days – split over 2 consecutive months. activities

The course will consist of both indoor and outdoor interactive

Intended audience Team members, team leaders and facilitators. A single team can attend this workshop together, learning and practicing these crucial skills on each other and dealing with their specific team issues or individual members from several different teams can attend the course at the same time, allowing them time to learn and practice the skills in a non-threatening, confidential atmosphere. Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING YOUR TEAM TO SUCCESS Unlocking individual potential Course Overview To ensure managers have the skills to coach their staff to higher performance in the workplace Learning Outcomes: By the end of this course, participants will be able to:  Describe what coaching is and what it is not!  Identify the skills that managers will need to be an effective workplace coach  Understand how to structure a coaching session with staff members  Understand how to coach for development and higher performance  Be able to suggest a useful framework for a coaching meeting Pre-requisites None Duration ½ day Intended audience Managers, team leaders and supervisors Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


MANAGING YOUR TEAM TO SUCCESS Conflict management Course Overview This course is aimed at staff at all levels that need to deal with difficult situations and potential conflict Staff and who would like to improve their skills and effectiveness in dealing conflict situations with colleagues, customers or suppliers. Identify what motivates others and how to use the information to improve the relationship and Identify and explain the root cause of conflict and causes of interpersonal friction at work including bullying and harassment List and explain behaviours that can help or hinder interactions with others and Identify and state the stages in the development of conflict Apply different techniques for handling conflict and take responsibility for minimising and resolving conflict Learning Outcomes: By the end of the programme, participants will be able to:  Understanding behaviour and its effects  Understanding the root cause of conflict  Basic communication skills  Reading and using body language  Communication techniques for specific situations  How to manage and resolve conflict  Identifying and dealing with behaviours, which trigger conflict  Building rapport in difficult situations  Dealing with “difficult” subordinates, colleagues and superiors  Separating the person from the problem  Avoiding taking things personally  Effective ways of resolving conflict between teams  Handling very challenging situations  Summary, Review and Personal Action Plans Duration 1 day Intended audience Managers and Supervisors Dates and location Will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £135 per person Accreditation MITIE certificate on completion


Excellence every day

Diamond service

Bringing in new clients

Account management

Project planning

ILM – Workload management using project principles

ILM – Project management – work leaders

ILM – Project management – Project managers and supervisors

ILM – Projects and programme management

ILM – Project Management – one day follow up

Effective report writing

Better business writing

contents

Section six – Delivering to your customer


DELIVERING TO YOUR CUSTOMER Excellence Every Day Course Overview What makes our service memorable? How can we make it exceptional? What you do to make a difference to both your colleagues and our clients. Remember the little things make the biggest difference and we know that because of you, we’re an exceptional team. This course can be tailored to your specific team requirements, please contact us for further information Course Content The course will explore what the 6 C’s of exceptional customer service mean to you; what you are currently doing and assist you in preparing an action plan to take forward what you are going to do differently to help you and to help us make our service exceptional This is a highly participative, interactive course and covers the following 6C’s of exceptional customer service:      

Serving our Customers Valuing your Colleagues Managing Cost Maintaining Control Delivering Change Building Capability

Pre-requisites: None Duration: ½ day Intended audience: All MITIE people involved in delivering services to clients and customer Dates and location Will be promoted prior to the event or are available on request Costs: No charge Accreditation: MITIE certificate to confirm attendance


DELIVERING TO YOUR CUSTOMER Diamond service Course Overview To enable individuals to understand how to deliver consistent excellent customer service and how to adapt their behaviour to enhance the customer experience of MITIE Learning Outcomes: By the end of this course, participants will be able to:  Understand what excellent customer service.  Recognise own strengths and areas for improvement  The importance of a positive attitude  Learn and practice techniques for building relationships  Improve telephone communication skills  Encourage the use of questioning techniques  Making the best first impression  How to handle complaints and escalations appropriately Pre-requisites None Duration 1 day Intended audience All support staff who engage with their clients over the telephone Dates and location Dates/locations will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


DELIVERING TO YOUR CUSTOMER Bringing in new clients Course overview The aim of the course is to refresh existing sales skills and techniques and provide a review of best practise for face to face sales and by telephone. This training will enable delegates to make the most of new business leads and help to turn prospects into clients Learning outcomes:  To understand how and why people buy  To follow up potential leads effectively  To effectively present reports and proposals to potential clients  To make best use of the features and benefits of your products  To deal effectively with objections  To close sales more effectively  To practice new skills and plan to use new ideas Course content:  We will focus on why people buy and how they prefer to do this  We will explore how to make the most of leads coming into the business  We will look at the importance of preparation in effective sales  We explore how to present reports and proposals to best effect, how to answer questions and give the potential client confidence in our answers  We discuss how best to make use of the advantages our products have over others  We explore how to communicate effectively and the importance of attitude and questioning skills  We identify the main objections to buying and how to overcome these  We look at how to close sales rather than leaving things open-ended  There will be chance to practice some new skills and to prepare individual actions plans to make the most of new skills and ideas Pre-requisites None Duration 1 day Intended audience Dates and location Dates/locations will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £135 per person Accreditation MITIE certificate to confirm attendance


DELIVERING TO YOUR CUSTOMER Account management Course Overview This 2 day course uses role plays to maximise the key lessons so participants will leave the able to identify client motivators and apply the skills to manage, meet and exceed their expectations. They will begin thinking like the client. Using a clearly defined, timely and dynamic approach to the planning process they will be in a position to build trust and confidence through pro-active relationship management and by adding value to those relationships Learning Outcomes: At the completion of this course, participants will be able to:  Establish productive relationships with your internal or external clients  Commit to mutual goals with the client  Apply key influencing skills  Plan for results collaboratively with the client  Provide on-going support to the client Pre-requisites None Duration 2 days Intended audience Dates and location Dates/locations will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £270 per person Accreditation MITIE certificate to confirm attendance


DELIVERING TO YOUR CUSTOMER Project planning Course Overview This highly practical and intensive course is based on a core case study. Participants apply the relevant project techniques to plan a complex piece of work in order to generate a project charter. This is then followed by identifying the core requirements that will be needed on implementation. Participants will also take away a number of structured documents that will help present future project plans in a simple way Learning Outcomes: At the completion of this course, participants will be able to:  Understand the principles of project management and role of a project manager  Plan and organise a project avoiding common pitfalls  Apply a number of project planning techniques including Work Breakdown Structures, Risk Analysis, Critical Path Analysis and Gantt Charts  Monitor and manage progress including handling problems and changes Pre-requisites None Duration 1 day Intended audience All those involved in projects as either project leader or on a project team Dates and location Dates/locations will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £135 per person Accreditation MITIE certificate to confirm attendance


DELIVERING TO YOUR CUSTOMER ILM – Workload management using project principles Course Overview This fast-paced workshop takes a focused and practical approach, using project management principles, to help delegates become more effective in managing their workloads. By the end of the programme, participants will be:  More aware of their personal attributes and areas of current focus  Better able to plan tasks and identify and organise resources needed  Aware of the communication needed for successful business outcomes  Able to consider potential risks ahead and target the main threats  Equipped to evaluate the success of projects and apply what has been learned Learning Outcomes:  Self-awareness – how you work best and how you can be most effective  Identifying the necessary resources for success  Time, organisation and resource management tools and techniques  Building the team and promoting strong relationships between those also supporting the meeting of your business objectives  Managing stakeholders – identifying those who have a stake in what you are doing and meeting their needs, managing their expectations and gaining their commitment  Creating and managing schedules, resources, and costs  Effective communication – communicating information and delegating tasks to the right people at the right time  Risk assessment and risk management and their place in success at work  Dealing with issues beyond your control  Evaluating a project’s success and increase the success of future projects  Summary, Review and Personal Action Plans Pre-requisites None Duration 1 day Intended audience All those wish to be more efficient and effective in managing their workloads Dates and location Dates/locations will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £135 per person Accreditation


MITIE certificate to confirm attendance

DELIVERING TO YOUR CUSTOMER ILM – Project management – work leaders Course Overview The course takes a pragmatic approach to using a structured project methodology in areas of complexity & uncertainty and to develop processes, skills & tools to successfully manage projects The session will help delegates:  Identify the key issues in managing  Identify issues affecting the project and clarify terms of reference  Develop and manage project plans and identify preventative and contingent action  Plan projects effectively using GANTT and develop effective reporting and tracking processes  Monitor project implementation and manage changes Learning Outcomes:  Personal competencies required by Project Leaders/Managers  Create clear vision statements  Identify the expectations of those who have a primary interest in the project  Manage schedules, resources, and costs  Breaking the project into manageable pieces to create a plan  Prioritise the tasks and output of the project  Identify the necessary resources for the project  Building the team – the roles and responsibilities of the sponsor, steering group, manager, team members and ‘project support’  Managing stakeholders – identifying the project’s stakeholders and their needs, and promoting their commitment  Communicate and delegate information and tasks to the right people at the right time  Create and use a framework for each project  Evaluate a project’s success and increase the success of future projects  Case studies will be used to illustrate the learning Pre-requisites None Duration 2 days (can be reduced to one intensive day) Intended audience All those involved in projects as either project leader or on a project team Dates and location Dates/locations will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £270 per person Accreditation MITIE certificate to confirm attendance


DELIVERING TO YOUR CUSTOMER ILM – Project management – project managers and supervisors Course Overview The course takes a pragmatic approach to using a structures project methodology in areas of complexity and uncertainly and to develop processes, skills and tools to successfully manage projects:  Plan projects effectively and anticipate the requirements of each project  Assess the resources needed and make sure they are there at the right time  Create successful project teams and control their activities  Communicate efficiently with all those who affect their project  Evaluate each project’s outcomes and learn from them Learning Outcomes:  Personal competencies required by Project Leaders/Managers  Setting and agreeing objectives, scope and constraints  Create clear vision statements  Why projects fail  The value of the project life cycle  Identify the expectations of those who have a primary interest in the project  Manage schedules, resources, and costs  Breaking the project into manageable pieces to create a plan  Essential planning tools and techniques  Identify the necessary resources for the project  Working closely with your project sponsor  Making time and cost estimates realistic  Building the team – the roles and responsibilities of the sponsor, steering group, manager, team members and ‘project support’  Managing stakeholders – identifying project stakeholders, their needs and promoting their commitment  Communicate and delegate information and tasks to the right people at the right time  Project documentation and provision of data to stakeholders  Risk management tools and techniques which are easy to use  Evaluate a project’s success and increase the success of future projects  Case studies will be used to illustrate the learning Pre-requisites None Duration 2 day Intended audience All those involved in projects as either project leader or on a project team Dates and location Dates/locations will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £270 per person Accreditation MITIE certificate to confirm attendance


DELIVERING TO YOUR CUSTOMER ILM – Projects and programme management Course Overview The course takes a pragmatic approach to using a structured project methodology in areas of complexity and uncertainly and to develop processes, skills and tools to successfully manage projects:  Plan the strategies needed to manage multiple projects  Ensure costs and budgets are managed across all projects  Liaise with senior management through the life of all projects  Direct the project teams and managers they are responsible for  Ensure the risk of project failure is reduced Learning Outcomes:  Personal competencies required by Projects/Programme managers  Defining the creation of vision statements  Cross organisational projects and integrating programmes  Defining the programme management team  Cost benefit analysis  Financial planning, budgeting and cost tracking for projects  Business case management  Identify and manage the expectations of major stakeholders in all projects  Working with all project sponsors  Using different methods of project planning  Directing the teams responsible for projects  The resource management strategy  Defining a stakeholder management strategy  Project documentation and provision of data to stakeholders  Communication strategy  Quality management strategy  Embedding risk management  Defining an issue resolution strategy  Evaluation of all completed projects and analysis of any which are abandoned  Delivering a portfolio of projects Pre-requisites None Duration 3 day Intended audience All those involved in projects as either project leader or on a project team Dates and location Dates/locations will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £405 per person Accreditation MITIE certificate to confirm attendance


DELIVERING TO YOUR CUSTOMER ILM – Project management – one day follow up Course Overview This is a one day follow up session to the Project Management course taken. It should be undertaken approximately 3 months after the training itself so that techniques and initiatives implemented can be evaluated and self-assessed The session will help delegates:  Review the learning they gained from the training  Review successes and concerns from the implementation of the learning  Share ideals with fellow delegates from the same workshop  Gain insights from colleagues  Confidently implement new ideas Learning Outcomes:  Review of the learning points  Sharing of experiences and initiatives  Group discussions of successes and concerns  Self-evaluation of experiences  Self-awareness of the effects of your own personality on your success  Planning of initiatives for the future  Personal planning for future projects Pre-requisites None Duration 1 day Intended audience All those who have undertaken project management training Dates and location Dates/locations will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £135 per person Accreditation MITIE certificate to confirm attendance


DELIVERING TO YOUR CUSTOMER Effective report writing Course Overview To enable individuals to effectively research, compile and present business reports for a variety of situations, in a consistent and clear approach Learning Outcomes: By the end of this course, participants will be able to:  Understand the purpose and benefits of reports  Define the 5 steps of the writing process  Engage the reader  Identify the appropriate format and structure for business reports  Present a consistent professional image of MITIE  Practice the design and research elements of report writing Pre-requisites None Duration ½ day Intended audience Staff at all levels who are involved in report writing Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


DELIVERING TO YOUR CUSTOMER Better business writing Course Overview To enhance a person’s ability to write professional, effective documents, communications and reports and present a consistent image of MITIE Learning Outcomes: By the end of this course, participants will be able to:  Identify guidelines for writing  Define the 5 steps of the writing process  Engage and influence the audience  Identify the appropriate format for business correspondence including – letters, reports and emails  Recognise the appropriate need and use of spelling, grammar and punctuation  Present a consistent professional image of MITIE  Identify proposals and their components  Identify formatting and visual elements in written communications Pre-requisites None Duration 1 day Intended audience Staff at all levels Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


Finance for non-finance managers

Lean Six Sigma - Foundation

Lean Six Sigma -Yellow Belt

Lean Six Sigma - Green Belt

Social Selling

contents

Section seven – Commercial effectiveness


COMMERCIAL EFFECTIVENESS Finance for non-finance managers Course Overview This two day programme provides more depth on specific business critical aspects of finance. These are practical workshops which allow delegates to see examples of finance in action. Delegates will learn about maximising profits whilst finding ways to effectively control costs. By learning more about the management information provided by financial systems, delegates will see how the financial health of their businesses can be monitored and controlled Day One – Budgeting and Forecasting  Preparing and managing an operational budget  Negotiating and agreeing the budget  Static versus Flexible Budgeting  Analysing costs – fixed and variable costs, contribution analysis and breakeven points  Allocation and apportionment of costs  Understanding budget variance analysis and cost control  Capital budgeting – understanding discounted cash flows, paybacks, net present values and internal rates of return  Managing variances and re-forecasting the budget  The effects of depreciation  What is working capital and how can we manage it?  Achieving the optimum working capital and making the best use of it  Costing techniques for business decisions Day Two – Profitability and Cash Flow  Understanding the difference between cash and profit and the need for cash flow forecasting, revenue (profit) forecasts and credit control  Evaluating feasibility of operational projects and business opportunities using financial analysis  Gauging profitability and whether the business is getting stronger or weaker  Why cash is king – operating cash flows and free cash flows  Financial analysis – key measures of profitability, working capital efficiency, asset utilisation and solvency  Using financial information as a management tool to maximise margins  Understanding how operational income and costs are accounted for and the implications for how you manage costs in your department  Issues associated with forecasting sales and anticipating cash flow  Cash flow essentials (how to ensure your business creates cash)  The financial design of products and services

Duration 2 days

Intended audience Staff at all levels

Dates and location

Will be promoted prior to the event or are available on request

Costs This course will be presented by an external provider. £270 per person


Accreditation

MITIE certificate to confirm attendance

COMMERCIAL EFFECTIVENESS Lean Six Sigma - Foundation Course Overview This course provides a basic understanding of Lean Six Sigma including a brief history and how it applies to our FM service offering Learning Outcomes: Basic lean tools designed to enhance quality output, such as 5S, are taught as well as an explanation of how statistical process control (SPC) techniques are used to ensure new processes are sustained and improved Pre-requisites None Duration 4-5 hours (classroom based) Intended audience All supervisors and site managers Dates and location Courses are run on an “as and when basis”. ’ Please contact training@mitie.com for further information Costs This course will be presented by an external provider. MCES delegates - £150 + £20 certification costs per delegate Delegates from other MITIE Divisions - £200 + £20 certification costs per delegate External Delegates outside of MITIE - £400 + £20 certification costs per delegate Accreditation MITIE certificate to confirm attendance


COMMERCIAL EFFECTIVENESS Lean Six Sigma - Yellow Belt Course Overview You will receive an enhanced overview of Lean Six Sigma concepts and tools and how they are applied to the various disciplines within FM services. Although, the course has a greater emphasis on Cleaning and Environmental Services it is still relevant to all within FM. Delegates will become familiar with the DefineMeasure-Analyse-Improve-Control (DMAIC) process and learn and practice a group of basic problemsolving tools together with other basic tools to aid in business/process improvement techniques Learning Outcomes: The Yellow Belt course content includes techniques for both qualitative and quantitative analysis, as well as the team leadership skills necessary to get projects across the goal line. Once you have completed this course, you'll have all the information needed to play an important role as a valuable member of a Lean Six Sigma project improvement and implementation team. Assessment is by means of a multi-choice set of questions completed at the end of each module Pre-requisites Successful completion of Lean Six Sigma Foundation Duration Online – 10 hours over a recommended 1-2 month period Intended audience All supervisors and site managers Dates and location Online Costs This course will be presented by an external provider. MCES delegates - £75 + £25 certification costs per delegate Delegates from other MITIE Divisions - £100 + £25 certification costs per delegate External Delegates outside of MITIE - £300 + £25 certification costs per delegate Accreditation National Open College Network (Yellow Belt) accredited


COMMERCIAL EFFECTIVENESS Lean Six Sigma - Green Belt Course Overview This progressive course is designed for those who have completed the Yellow Belt Course and will be going on to work as a Lean Six Sigma Project Manager and/or will have responsibility for a Lean Six Sigma project from inception to completion Learning Outcomes: This Lean Six Sigma Green Belt course develops and certifies the knowledge and skills of a Six Sigma Yellow Belt graduate. The course content focuses on detailed qualitative and quantitative analytical techniques and data interpretation and includes the methods, the descriptive statistics, and the project management skills necessary to use DMAIC to improve processes. The course is characterised by experiential learning, skillbased training and practical statistics. Certification is based on completion of a worked based project that delivers an immediate benefit to the stakeholder together with a multi-choice set of questions completed at the end of each module Pre-requisites Successful completion of Lean Six Sigma Yellow Belt Duration 13-15 hours e-learning spread over a 1-2 month period (plus work based project) Intended audience All supervisors and site managers Dates and location Online Costs This course will be presented by an external provider. MCES delegates - £225 + £25 certification costs per delegate Delegates from other MITIE Divisions - £300 + £25 certification costs per delegate External Delegates outside of MITIE - £600 + £25 certification costs per delegate Accreditation National Open College Network (Green Belt) accredited


COMMERCIAL EFFECTIVENESS Social Selling Course overview Customers are communicating in new ways and starting to use social media in their day-to-day business. This gives MITIE new opportunities to engage with customers and build relationships with them. This course presents the critical social media tools and techniques which may be helpful to MITIE business development, sales people and account managers. It looks at how we can move beyond responding to opportunities to finding new companies and people with which to engage and creating new sales opportunities for MITIE. We look at how social provides ways to keep in touch with companies and people, even arranging meetings and discussing requirements and solutions. In summary, social media is now one more tool in our toolkit of how we can develop and deepen relationships with customers, and how we can use those relationships to help secure business for MITIE. The course features extensive hands-on sessions and a workbook to help develop personal social sales plans. Suitable for MITIE business development, sales people and account managers. Course objectives  To understand the key features of the primary social tools LinkedIn and Twitter  To know about other helpful tools such as RSS feeds and Google Alerts  To be able to use these tools to develop and improve customer relationships  To help manage and plan your time in the use of social media  To help set clear goals for how you use social media and what you try to achieve with it Course content  MITIE’s Social Vision  Preparing for Social Selling  The Tools: o LinkedIn o Twitter o Blogs and Other Social Places  The Techniques: o How to build connections with people o How to “listen” o How to engage  A Typical Day o Social Selling In Practice o Managing Your time o Setting Your Own Expectations o Building A Plan Duration 1 day

Preparation Prior to attending, attendees will need to have:  Set up personal LinkedIn and Twitter accounts  Downloaded and installed LinkedIn and Twitter apps on your phones  Read MITIE’s Social Media Policy  Identified four specific companies with which they would like develop deeper relationships and which we can discuss on the course Attendees will need to bring their phones and computers ready for use on the course.


Cost ÂŁ135 per delegate


Influencing

Shades of perception

Presentation skills

Train the Trainer

Time and workload Management

Effective communication skills

Motivation

Innovation

contents

Section eight – Individual and personal impact


INDIVIDUAL & PERSONAL IMPACT Influencing Course Overview This course is a must for anyone who has ever wondered why they can’t get their message across! We will look at how you currently influence to achieve the desired outcome. It is the most effective approach? Are you using an assertive style? Are there changes you could make to increase your ability to influence your colleagues with integrity? The course will cover some tools and techniques to ensure you put your best foot forwards Learning Outcomes: The course will ensure delegates will:  Describe what is meant by ‘assertive behavior’  Identify the differences between assertive, submissive and aggressive behaviors  Describe the benefits of behaving in a more assertive way  Understand how your style affects your ability to influence others effectively  Be able to achieve more by gaining the co-operation of managers and colleagues Duration 1 day Intended audience Anyone wanting to improve their influencing skills Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


INDIVIDUAL & PERSONAL IMPACT Shades of perception Course Overview Every wondered why people act the way they do? In order to understand the people around you and how they deal with problems and decisions, you firstly need to understand why they act and behave in a certain way. This course will look at their core being that is developed from a very early age. By understanding their strengths and weaknesses you will be able to adapt your own style to the style of your clients, employees, colleagues and potential new clients This course is a look into typical personal behaviour styles, knowing your style and having the skills to determine the style of others will help you develop strategies for meeting the needs of others Why is adaptability so important? Because research has demonstrated that people who have higher levels of adaptability have a greater likelihood of interpersonal success. And how well you succeed with others can significantly impact your overall performance Learning Outcomes: On completion of this course, you will be able to:  Be aware of the four personal behavioural styles  Understand the strengths and weaknesses of the four styles  Match or adapt your style to influence your audience  Identify how different styles think by analysing how the right & left hand side of the brain filters information  Compare the characteristics of the four personal buying styles when dealing with your clients  Appreciate how each personal behavioural style demonstrates; expressiveness, assertiveness and flexibility  Identify the work preferences of each style and what they enjoy most Analyse which styles can readily make decisions and thrives on problem solving and those styles that are more reluctant and cautious Pre-requisites None Duration ½ day Intended audience Managers and Supervisors who are involved with dealing with people at all levels Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


INDIVIDUAL & PERSONAL IMPACT Presentation skills Course Overview This course is designed to improve the confidence and skills of participants to ensure that their future presentations are effective, informative and entertaining business presentations. This course is designed to be highly interactive and participants are required to give three short presentations during the day. Instant feedback on the presenter’s performance and style is provided by both the course trainer and by the other participants Learning Outcomes: On completion of this course, attendees will discover:  How to give an effective business presentation  How to structure your presentation for maximum effective  The 5 key things to consider before you start presenting  What effect positive body language will have on your audience  Different ways to influence different people  What your PowerPoint slides should contain  How to ensure your audience find it interesting  How to appear composed and confident Duration 1 day Intended audience All those who require the skills to design and deliver effective presentations and also to evaluate its impact Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance Carry on Learning after the course If you have any questions you’d like to ask about a forthcoming presentation simply email or call us and we will do our best to help. We will continue to help you develop your presentation skills even after the course has completed


INDIVIDUAL & PERSONAL IMPACT Train the trainer Course Overview Behind every spectacular training session is a lot of preparation and meticulous attention to detail. The truly skilled presenter can make a program exciting. Training should be made up of at least 50% delegate participation. We make sure we follow this 'rule' ourselves! Our Train the Trainer course is therefore very interactive, with plenty of opportunity for you to discuss and practice how to handle a range of training challenges. You will be required to give short presentations during the two days. Instant feedback on the your performance and style is provided by both the course trainer and by the other participants Learning Outcomes:  Be able to define objectives that meet both business and trainee needs  Be aware how to plan and design training to gain commitment and enthusiasm  Know how to recognise the different psychological and sensory learning styles of trainees  Be able to adapt training to meet ALL of these styles  Be able to deal with challenging trainees and resistance to training  Be able to deal with trainee concerns about training  Understand the pros and cons of different training methods  Ensure training is interactive and participative - And not simply a presentation  Be aware how, why and when to adopt a facilitative or directive training style  Be able to ensure and check that training is effective; that objectives have been met and that real learning has occurred  Understand what to do before and after training to ensure the best possible outcome for all Pre-requisites You will be asked to pre-prepare 2x presentations which you will be asked to deliver during the course Duration 2 days Intended audience All those who require the skills to design and deliver effective training and also to evaluate its impact Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance Carry on Learning after the course If you have any questions you’d like to ask about a forthcoming presentation simply email or call us and we will do our best to help. We will continue to help you develop your presentation skills even after the course has completed.


INDIVIDUAL & PERSONAL IMPACT Time and workload management Course Overview Do you find yourself feeling as though there is not enough time in the day? Or feel that things are just getting on top of you. Well if so this is the course for you. Even if you feel you manage your day effectively, this course will provide you with skills and advice on how to improve your personal effectiveness, get more from the people around you, achieve your personal goals and identify when the healthy pressure of work results in stress. Learning Outcomes: On completion of this course, attendees will discover:       

The importance and impacts of time management Time saving tools Self -reflection and understanding of when you are most effective How to reduce the things that take up your time and focus more on the things that matter. Effective meeting management Stress coping techniques Time saving with assertiveness and delegation

Duration 1 day Intended audience All staff would benefit from this course, but particularly if you feel that you need assistance in being able to balance your time, and manage your workload more efficiently, ultimately reducing stress. Dates and location Further dates/locations will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


INDIVIDUAL & PERSONAL IMPACT Effective communication skills Course Overview To improve the communication process and communication skills within the workplace Learning Outcomes: By the end of this course, participants will be able to:  Describe barriers to communication and how to overcome these  Explain how to build rapport with others  Recognise the importance of listening and not making assumptions  Describe how to make communication clear and the importance of clarity  Understand that what is meant is not always what is understood (intention v. perception)  Recognise the importance of asking open questions to clarify understanding  Describe their experience of a team activity and the key learning points about communication from that Pre-requisites None Duration 1 day Intended audience All levels of staff up to supervisor/junior manager Dates and location Will be promoted prior to the event or are available on request Costs No charge Accreditation MITIE certificate to confirm attendance


INDIVIDUAL & PERSONAL IMPACT Motivation Course Overview Poor managers are often cited as the number one reason that people change companies whilst leaders respect and value the differences in others. They understand that the only sustainable competitive advantage today is found in their people Whilst an individual’s passion is driven from within, all managers can impact an individual’s personal motivation by understanding the differences between maintenance and motivation, using tangible and intangible rewards, and focusing on appealing to a sense of belonging and importance In this course, we will examine how leaders foster an environment where motivation is not the sole domain of the boss. We will examine the key theories and how they apply to the individual After completing this course, leaders will able to work with their people to discover how individual’s differ and what ‘makes them tick’ rather than adopting a ‘one size fits all approach Learning Outcomes: At the completion of this course, participants will be able to:  Identify reasons non- or low-performance and change accidental de-motivators  Apply the principles of Human Relations based on motivation theory  Identify motivation factors and tools to increase motivation among team members  Accentuate the positive in specific, measurable terms Pre-requisites None Duration 1 day Intended audience All supervisors/junior and senior managers Dates and location Will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £135.00 Accreditation MITIE certificate to confirm attendance


INDIVIDUAL & PERSONAL IMPACT Innovation Course Overview This course provides participants with a process for innovation with which takes them through the necessary steps necessary to turn vision into reality. This process can be applied where innovation and better methods of doing things are needed. Key concepts to do this include creating idea fluency, applications of red and green light thinking, and using group participation to apply a nine step innovation process. After completing this course, participants will be able to facilitate the process of innovation that brings solutions from possibilities Learning Outcomes: At the completion of this course, participants will be able to:  Become proactive instead of reactive in change management  Recognise and encourage ideas  Facilitate for innovation during for problem solving and continuous improvement  Create a safe environment for the exchange and flow of ideas Pre-requisites None Duration 1 day Intended audience All supervisors/junior and senior managers Dates and location Will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £135.00 Accreditation MITIE certificate to confirm attendance


Microsoft office applications

SAP eLearning

Using Prezi

contents

Section nine – Technology


TECHNOLOGY Microsoft office applications Overview Office applications have become such a core part of our business life that it’s easy to overlook the need for applications training and the impact this can have on the productivity of an organisation You don’t need to learn every feature of today’s complex desktop applications; you just need to learn what’s needed to perform your job. This focus can dramatically cut the time spent learning and increases the retention of new skills To deliver IT training effectively across all regions we have a preferred supplier agreement in place with QA Training. Under this agreement all courses are heavily discounted to MITIE, for example the RRP for an Excel 2010 Level 2 course is £225 and to MITIE it is £97.50 Training offered: Microsoft Office:  Excel  PowerPoint  Word  Access

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Outlook Windows Publisher Visio

Adobe:  Photoshop  InDesign  Dreamweaver

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Flash Illustrator Acrobat Writer

SAP: In partnership with SAP, QA are the exclusive providers of end user training:  Accounts payable accounting  Purchasing  Accounts receivable accounting  Overhead cost controlling  Sales order processing  Personnel administration For further information, check availability or to book: Visit: www.QA.com for full course descriptions, duration, location etc. Email: mitie.ittraining@qa-iq.com Call: Mickaela Reed – 07808 050220 Dates and location Available on request Costs This course will be presented by an external provider. £97.50 per person per day – MS Office public scheduled course £425 per day – private/closed class for up to x10 delegates Accreditation QA certificate to confirm attendance


TECHNOLOGY SAP eLearning Overview SAP applications are essential in supporting our business. In addition to the instructor led training offered by QA, we are able to offer a series of eLearning overviews. Learning Outcomes  SAP Basics and Navigation (SAPBNe) o How to access & navigate SAP, key concepts and terminology and also understand the highlevel SAP structures  Basic reporting techniques and navigation in SAP (SAPBR) o How to extract reports and data from SAP  Finance and controlling overview (FICOO) o Key concepts, terminology and processes within the financial accounting and controlling modules of SAP  General ledger overview o Provides a high level overview of the financial accounting General Ledger function in SAP  Accounts payable overview o High level accounts payable process flow covering key concepts and terminology which includes the different types of: vendor (supplier) master data records, invoices, payment methods and accounts payable reports  HR and Payroll overview (HRPYO) o Provides an overview of the HR and payroll modules  Procurement overview (PROCO) o Provides a basic overview of the SAP procurement process, covering key concepts and terminology  Contracts and Billing overview (CBO) o This course gives a complete high level overview of the full contracts and billing cycle in SAP, introducing new concepts and terminology Pre-requisites SAPBNe – SAP Basics and Navigation course is a pre-requisite for the majority of SAP eLearning Duration Various (approx. 1-2 hours per course) Intended audience All employees required to use SAP as part of their role Dates and location Online. Please contact training@mitie.com for further information and detailed course outlines if required Costs No charge


TECHNOLOGY Using Prezi Course Overview Our full-day Prezi training course is a practical, hands-on, interactive and fun day, where you gain comprehensive knowledge of how to create and deliver engaging and memorable presentations with Prezi Learning Outcomes: In this course, you’ll not only learn all the technical aspects of using Prezi, but also how to construct a stunning Prezi from scratch, how to layout your presentations effectively, and how to get creative with the canvas. You’ll learn how to use Prezi as a powerful tool that aids your audience’s understanding of your story, your pitch or your technical presentation. Pre-requisites None Duration 1 day Intended audience All employees required to use Prezi as part as their role Dates and location Will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £135 per person Accreditation MITIE certificate to confirm attendance


Section ten – Technical

HABC Level 3 - Preparing to Teach in the Lifelong Learning Sector (QCF) HABC Level 3 - Deliverers of Physical Intervention Training in the Private Security Industry (QCF) HABC Level 3 - Delivery of Conflict Management Training (QCF) HABC Level 3 - Health and Safety in the Workplace (QCF) HABC Level 2 - Health and Safety in the Workplace (QCF) Level 1 - Health and Safety Manual Handling HABC Level 2 - Control of Substances Hazardous to Health (QCF) HABC Level 2 - Customer Service (QCF) HABC Level 3 - Customer Service (QCF) Fire Safety qualifications o Level 1 o Level 2 First Aid qualifications: o Emergency First Aid at Work (EFAW) o First Aid at Work (FAW) o First Aid at Work Refresher o Pediatric First Aid o Cardiopulmonary Resuscitation and Automated External Defibrillation Security qualifications: o Level 2 - CCTV Operations (Public Space Surveillance) o Level 2 - Door Supervision o Level 2 - Security Guarding Up-skilling door supervisors qualifications: o Physical Intervention o Court Security officer (CSO training)

contents

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TECHNICAL HABC Level 3 - Preparing to Teach in the Lifelong Learning Sector (PTLLS) (QCF) Course Overview The qualification is ideal those entering the teaching industry, as well as anyone currently teaching or wishing to teach their subject specialism. If you are a trainer involved in providing funded Work Based Learning (WBL), you may also be required to obtain PTLLS in order to satisfy funding requirements. The PTLLS award can be delivered either in a classroom environment (Pathway A) or via a work-based learning environment (Pathway B). It is important that Centres read the tutor requirements for each of these pathways carefully as there are different requirements according to which pathway the learner chooses to undertake. The qualification is registered on the Qualification and Credit Framework (QCF), and has a credit value of 12. Those learners successfully completing this qualification may wish to progress onto the Certificate in Teaching in the Lifelong Learning Sector (CTLL). What are the entry requirements for this qualification? There are no entry requirements for the PTLLS award. However, learners should be qualified and/or experienced in the subject that they wish to teach. How is it achieved? Learners must produce a portfolio of evidence that will meet the learning outcomes for the units that the learner selects to achieve. They must also complete a practical assessment which consists of a 15 minute micro-teach session delivered as part of the programme, where both tutor and peer feedback will be given Pre-requisites None Duration 5 days Dates and location If you require further information, please email Mtsm.training@mitie.com Costs Minimum of 3 delegates - ÂŁ150 per person


TECHNICAL HABC Level 3 - Deliverers of Physical Intervention Training in the Private Security Industry (QCF) Course Overview The MITIE Level 3 Award for Deliverers of Physical Intervention Training in the Private Security Industry (QCF) has been developed for people wishing to teach physical intervention skills to people working in the private security industry. The qualification comprises two units:  Unit 1 – This covers the knowledge and skills that the learner will need to be able to train those wishing to work in the private security industry. This unit is assessed by a practical assessment throughout the course by the tutor and a true or false questionnaire marked by the course tutor.  Unit 2 - This will provide the learner with the skills to teach and assess the practical skills safely. This unit is assessed by a portfolio of evidence. The SIA have stipulated a maximum ratio of 12:1 learners to tutor. Unit 1 – Physical Intervention Skills in the Private Security Industry Assessed in two parts:  True/false question test  Practical assessment The test must be held under controlled conditions. Unit 2 – Delivering Physical Intervention Training Assessed by a portfolio of evidence. The completed portfolio of evidence must be internally quality assured and retained by the Centre. Pre-requisites Delegates must hold a valid ‘Conflict Management’ certificate Duration 5 days Dates and location If you require further information, please email Mtsm.training@mitie.com Costs Minimum of 3 delegates - £150


TECHNICAL HABC Level 3 - Delivery of Conflict Management Training (QCF) Course Overview The Level 3 Award in the Delivery of Conflict Management Training has been developed to meet the requirements of trainers who wish to deliver scenario-based conflict management training. Learners will already have completed a training qualification, for example Level 3 or Level 4 Preparing to Teach in the Lifelong Learning Sector. The qualification is suitable for delivery across a wide range of sectors and is of particular benefit to those delivering training in a customer-facing role. The qualification also meets the requirements of the Security Industry Authority for those delivering the licence to practice qualifications which include scenario-based conflict management training. The qualification also meets the requirements of the Security Industry Authority for those delivering the licence to practice qualifications which include scenario-based conflict management training. This qualification is made up of two mandatory units. Learners must successfully complete the assessments for both units to achieve the qualification. How the qualification is assessed  Unit 1 - Assessed by a 30-question multiple-choice examination. Learners must achieve a score of at least 20 out of 30 in order to pass.  Unit 2 - Assessed by a portfolio of evidence. The completed portfolio of evidence must be internally quality assured and retained by the Centre. Progression routes could include: Level 3 or Level 4 Certificate in Teaching in the Lifelong Learning Sector Pre-requisites Level 3 or 4 PTLLS qualification Duration 5 days Dates and location If you require further information, please email Mtsm.training@mitie.com Costs Minimum of 3 delegates - £150.00


TECHNICAL HABC Level 3 - Health and Safety in the Workplace (QCF) Course Overview The Level 3 Award in Health and Safety in the Workplace provides progression from the Level 2 Award in Health and Safety in the Workplace and is intended principally for those who are operating in a supervisory or managerial role. Qualification holders will have gained a wide range of knowledge on health and safety Law, the hazards present in a workplace and how to implement effective and necessary controls. The HABC Level 3 Award in Health and Safety in the Workplace will equip candidates with the skills necessary for the effective supervision of staff. It will also focus on the importance of the health and safety culture of a business which will be an invaluable resource to those taking the qualification. The Level 3 Award in Health and Safety in the Workplace is applicable for any private or public sector working environment. Candidates working towards the Level 3 qualification will know that supervisors and managers have legal and moral obligations to ensure health and safety within a business and that this includes obligations to employees, contractors, suppliers and members of the public. They will also be able to take responsibility for ensuring the competency of the workforce and for identifying hazards, implementing controls and taking appropriate corrective action when necessary. Furthermore, holders of the Level 3 Award will assist businesses to demonstrate their legal requirement to engage a 'competent person'. The Ofqual approved Level 3 Award in Health and Safety in the Workplace qualification has been developed specifically for insertion onto the Qualifications and Credit Framework with full support from Proskills. It is therefore fully relevant to industry and regulatory standards as well as being recognised by The Health and Safety Executive, Independent Auditors and Enforcement Officers Pre-requisites Level 2 Health and Safety qualification Duration 5 days Dates and location If you require further information, please email Mtsm.training@mitie.com Costs Minimum of 3 delegates ÂŁ100.00 per delegate (+ VAT) or ÂŁ1200 (+ VAT) for a full course of up to 12 delegates


TECHNICAL HABC Level 2 - Health and Safety in the Workplace (QCF) Course Overview The aim of the Level 2 Award in Health and Safety in the Workplace qualification is to provide candidates with knowledge of the basic Health and Safety practices that are essential in the workplace. This includes the hazards and risks presented in the workplace along with the relevant legislation, and ensures awareness of cost-effective, practical control methods. The qualification is applicable for any private or public sector working environment and provides employees with an awareness of their own safety, as well as the safety of customers, contractors and members of the public. The achievement of the Level 2 Award in Health and Safety in the Workplace qualification will enable learners to work safely and to recognise and deal with hazards in the workplace. The Ofqual approved Level 2 Award in Health and Safety in the Workplace qualification has been developed specifically for insertion onto the Qualifications and Credit Framework with full support from Proskills. It is therefore fully cognisant with industry and regulatory standards as well as being recognised by The Health and Safety Executive, Auditors and other Enforcement Officers. Pre-requisites None Duration 1 day Dates and location If you require further information, please email Mtsm.training@mitie.com Costs Minimum of 3 delegates ÂŁ80.00 per delegate (+ VAT) or ÂŁ800 (+ VAT) for a full course of up to 12 delegates


TECHNICAL Level 1 - Health and Safety Course Overview The Level 1 Awards in Health and Safety have been developed to ensure that employees are equipped with a basic knowledge of health and safety in their workplace, including the duties under UK health and safety legislation. The Level 1 Award in Principles of Health and Safety in the Workplace (QCF) focuses on the importance of maintaining health and safety and ensuring that employee actions reduce risks in the workplace. It is intended for learners working in any workplace environment, including Retail, Manufacturing, Food premises and the Care environment. It is also suitable for those who are returning to work or starting work for the first time. Learners will gain a sound introduction to all aspects of health and safety including legislation, fire procedures, chemical safety, manual handling and personal protective equipment. It is ideal as an introduction to general health and safety for any environment. Pre-requisites None Duration ½ day Dates and location If you require further information, please email Mtsm.training@mitie.com Costs Minimum of 3 delegates £40.00 per delegate (+ VAT) or £350 (+VAT) for a full course of up to 12 delegates


TECHNICAL Manual Handling Course Overview Manual handling injuries are the main cause of lost working days in the UK. These injuries occur due to sprains and strains resulting from the incorrect lifting and movement of objects. In accordance with the Health and Safety at Work Act (1974) and subsequent Regulations, it is the responsibility of all employers to provide employees with sufficient information and training on manual handling. Employees can gain a manual handling qualification through MITIE to ensure you are compliant with the regulations and to minimise the costs you incur from work-related lifting injuries. By training an employee to achieve a manual handling qualification you have an effective way of ensuring that you have taken the necessary due diligence to ensure your staff are adequately trained. Levels of Award MITIE provide two Level 2 manual handling qualifications. These are:  Level 2 Award in Safe Moving and Handling – This award makes candidates aware of their responsibilities and gives them a good understanding of the principles of safe moving and lifting of loads.  Level 2 Award in Moving People Safely - Candidates gaining this award will understand that any moving and handling must be carried out correctly and recognise the importance in this for ensuring a safer working environment for all. The qualification is underpinned by the safe principles of moving and handling but recognises the special skills required when assisting and moving people. This award is suitable for new starters in organisations where the movement and assistance of people is a key role, as well as being suitable for refresher training. Pre-requisites None Duration 1 day Dates and location If you require further information, please email Mtsm.training@mitie.com Costs Minimum of 3 delegates £65.00 per delegate (plus VAT) or £450(+ VAT) for a full course of up to 12 delegates


TECHNICAL HABC Level 2 - Control of Substances Hazardous to Health (QCF) Course Overview The Level 2 Award in the Control of Substances Hazardous to Health (COSHH) is aimed at those learners who work in an environment where coming into contact with hazardous substances is likely. This includes workplaces in areas such as manufacturing, cleaning, healthcare, transport, utilities and office environments. This qualification is made up of one mandatory unit. Learners must successfully complete the assessment for the unit to achieve the qualification. This qualification can be taken as a free standing qualification or as part of a wider programme of training. Duration TBC Dates and location If you require further information, please email Mtsm.training@mitie.com Costs Minimum of 3 delegates ÂŁ65.00 per delegate (+ VAT) or ÂŁ450 (+ VAT) for a full course of up to 12 delegates


TECHNICAL HABC Level 2 - Customer Service (QCF) Course Overview This qualification has been designed for delivery to any learner working or preparing to work in a customer service role or where using the telephone is a part of their role. It is a short qualification of 6 guided learning hours which is especially suitable as delivery in the classroom. It is suitable for delivery both in the UK and internationally, covering the principles of customer service. This includes how to meet customer expectations, the importance of appropriate behaviour and communication techniques as well as ways to deal with problem customers. How the qualification is assessed This qualification is assessed through a 30-question multiple-choice question examination. The duration of the examination is 1 hour. Successful learners must achieve a score of at least 20 out of 30. Pre-requisites None Duration 6 hours Dates and location If you require further information, please email Mtsm.training@mitie.com Costs Minimum of 3 delegates ÂŁ65.00 per delegate (+ VAT) or ÂŁ450(+ VAT) for a full course of up to 12 delegates


HABC Level 3 - Customer Service (QCF) Course Overview This qualification is suitable for learners wishing to improve their knowledge of the importance of customer service including how to satisfy customers’ expectations. It is designed for learners who deal with customers on a daily basis as part of their job role and is applicable to a variety. Assessment Guidance This qualification is assessed through completion of a portfolio of evidence, which will be internally quality assured by the Centre. Pre-requisites None Duration TBC Dates and location If you require further information, please email Mtsm.training@mitie.com Costs Minimum of 3 delegates Further details will be supplied on request


TECHNICAL Fire Safety qualifications General fire safety in England and Wales is maintained through compliance with the Regulatory Reform (Fire Safety) Order 2005. The legislation implements a risk-based approach to fire safety in community, industrial and business premises. It requires the responsible person (usually the employer, owner or occupier) to carry out a fire safety risk assessment, implement appropriate fire precautionary and protection measures and to maintain a fire management plan. All members of staff have a role to play in fire safety and the fire safety qualifications support these various roles. All individuals involved with fire safety must receive all the required information and training to deal with fire safety issues. HABC are pleased to be able to offer Level 1 and Level 2 Fire Safety qualifications on the QCF (Qualifications Credit Framework). The provision of these Fire Safety qualifications will assist organisations meet their legal obligations as well as provide a much safer working environment for all of their employees. Levels of Fire Safety Award The purpose of each award for candidates is as follows: 

Level 1 – ensures that candidates know that fire safety is the responsibility of everyone in the workplace with recognition of their possible contribution to prevent the starting and spread of fires. This qualification is aimed at all staff, particularly new starters, in any workplace, where a basic understanding of fire safety is required. Level 2 – ensures that candidates know that fire safety is the responsibility of everyone in the workplace and will recognise the consequences of a fire in any premises. This qualification is aimed at anyone involved in the management of fire safety in any workplace. This includes managers, supervisors, team leaders, fire wardens (marshals) and staff working in any area where there is a potential risk of fire.

The purpose of each award for candidates is as follows: 

Level 1 – ensures that candidates know that fire safety is the responsibility of everyone in the workplace with recognition of their possible contribution to prevent the starting and spread of fires. This qualification is aimed at all staff, particularly new starters, in any workplace, where a basic understanding of fire safety is required. Pre-requisites: Duration: Minimum no. of delegates: Costs:

None ½ day 3 £40 per delegate (+ VAT) or £350 (+ VAT) for a full course of up to 12 delegates


Level 2 – ensures that candidates know that fire safety is the responsibility of everyone in the workplace and will recognise the consequences of a fire in any premises. This qualification is aimed at anyone involved in the management of fire safety in any workplace. This includes managers, supervisors, team leaders, fire wardens (marshals) and staff working in any area where there is a potential risk of fire. Pre-requisites: Duration: Minimum no. of delegates: Costs:

None 1 day 3 £65 per delegate (+ VAT) or £450 (+ VAT) for a full course of up to 12 delegates


TECHNICAL First Aid qualifications All organisations must ensure by law that they have a sufficient number of employees that possess a first aid qualification in order to fulfil their first aid needs at all times. Employers must ensure that their provision is ‘adequate and appropriate in the circumstances.’ It is the employer’s responsibility to decide what the requirements of the organisation are by assessing any specific work hazards and ensuring that sufficient equipment, facilities and personnel are available to deal with the consequences of these hazards. As part of each assessment, the HSE recommends organisations should look at things such as the nature of work engaged in and the subsequent hazards and risks, the size of the organisation, work patterns and accident histories amongst other things. Our Awards The ranges of awards for first aid are as follows: 

Level 2 - Emergency First Aid at Work (EFAW) This is a first aid qualification which enables learners to give emergency first aid to someone who becomes ill at work. This particular award is suited to working environments that have minimum hazards along with a low number of employees. This award typically involves a 1 day course Pre-requisites: None Duration: 1 day Minimum no. of delegates: 3 Costs: £65 per delegate (+ VAT) or £450 (+ VAT) for a full course of up to 12 delegates

Level 3 - First Aid at Work (FAW) This includes all the features of EFAW and also equips learners with the first aid knowledge and skills to tend a range of specific injuries and illnesses. This particular award is most suited to working environments that have a high hazard count and/or high numbers of employees. This award typically involves a 2-3 day course Pre-requisites: None Duration: 3 days Minimum no. of delegates: 3 Costs: £125 per delegate (+ VAT) or £1000 (+ VAT) for a full course of up to 12 delegates

First Aid at work refresher This is a requalification course and includes the features of the 3 day First Aid at Work course. Delegates undertaking this course must be in possession of their First Aid at Work qualification. It must not have expired beyond 28 days of the expiry date as shown on their First Aid at Work Certificate. If the certificate has expired beyond the 28 day period then it will be necessary for the delegate to attend a full 3-day First Aid at Work course. Pre-requisites: Valid First Aid at Work certificate Duration: 2 days Minimum no. of delegates: 3 Costs: £90 per delegate (Plus VAT) or £800 (+ VAT) for a full course of up to 12 delegates


Level 2 - Paediatric First Aid (QCF) This first aid qualification provides theoretical and practical training in first aid techniques that are specific to infants aged 0 to 1, and children aged from 1 year old to the onset of puberty. Learners will become familiar with the role of the paediatric first aider and be able to assess and react appropriately to an emergency situation. This award typically involves a 2 day course. Pre-requisites: None Duration: 3 days Minimum no. of delegates: 3 Costs: £125 per delegate (+ VAT) or £1000 (+ VAT) for a full course of up to 12 delegates

Level 2 - Cardiopulmonary Resuscitation and Automated External Defibrillation (QCF) This qualification provides learners with skills to further their first aid training. It is recommended as training for first aiders in the workplace environment who have access to a defibrillator. Pre-requisites: None Duration: 1 day Minimum no. of delegates: 3 Costs: £35 per delegate (+ VAT) or £350 (+ VAT) for a full course of up to 12 delegates

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TECHNICAL Security qualifications Under the Private Security Act of 2001 all individuals wishing to work in the private security industry must hold a recognised qualification before applying for a licence. Individuals working in the private security industry must undergo a structured training programme, resulting in one of the recognised security qualifications. Applicants who do not hold a qualification endorsed by the Security Industry Authority (SIA) may have their licence application refused. The SIA has developed a competency (skills) requirement. The aim of this is to create a more competent and professional workforce who will in turn improve the public image of the private security industry and help make the sector more attractive to potential employees. MITIE Awards MITIE provide a number of security qualifications on a variety of different topics. These are: 

Level 2 - CCTV Operations (Public Space Surveillance) This award provides the necessary skills and knowledge for those who wish to apply for an SIA licence and work as a CCTV Operative and consists of 3 units. Under the Private Security Industry Authority Act 2001, all individuals wishing to work in the private security industry must undertake a recognised qualification before applying for a licence. The Level 2 Award in CCTV Operations (Public Space Surveillance) has been developed to meet the requirements of the Security Industry Authority (SIA). It is based on the relevant SIA ‘Specifications for Learning and Qualifications for CCTV Control Room Operators (PSS)’ and provides the necessary skills and knowledge for those who wish to apply for an SIA licence and work as a CCTV Operative. The qualification comprises 3 mandatory units:  Unit 1 - Working in the Private Security Industry  Unit 2 - Working as a CCTV Operator  Unit 3 - Practical operation of CCTV equipment This qualification can enable the learner to progress onto the NVQ in Providing Security Services or undertake further learning in other areas of the private security industry such as Security Guarding or Door Supervision. Assessment  Unit 1 - Working in the Private Security Industry 25-question multiple-choice examination paper Successful candidates must achieve a score of at least 18 out of 25 Examination duration – 40 minutes Guided learning hours for this unit are 10 hours


Unit 2 - Working as a CCTV Operator 40-question multiple-choice examination paper Successful candidates must achieve a score of at least 28 out of 40 Examination duration – 1 hour Guided learning hours for this unit are 22 hours Unit 3 - Practical operation of CCTV equipment Ongoing practical assessment throughout the course by the tutor Pre-requisites: None Duration: 4 days Minimum no. of delegates: 3 Costs: £160 per delegate (+ VAT) or £1000 (+ VAT) for a full course of up to 12 delegates

Level 2 - Door Supervision This award provides the necessary skills and knowledge for learners who wish to apply for an SIA licence and work as a Door Supervisor within the private security industry and consists of 4 units. Under the Private Security Industry Authority Act 2001, all individuals wishing to work in the private security industry must undertake a recognized qualification before applying for a license. The Level 2 Award in Door Supervision has been developed to meet the requirements of the Security Industry Authority (SIA). It is based on the relevant SIA Specifications for Learning and Qualifications and provides the necessary skills and knowledge for learners who wish to apply for an SIA license and work as a Door Supervisor within the private security industry. The qualification comprises 4 mandatory units:  Unit 1 - Working in the Private Security Industry  Unit 2 - Working as a Door Supervisor  Unit 3 - Conflict Management for the Private Security Industry  Unit 4 - Physical Intervention Skills for the Private Security Industry This qualification can enable the learner to progress onto the NVQ in Providing Security Services or undertake further learning in other areas of the private security industry such as CCTV Operations or Security Guarding. Assessment  Unit 1 - Working in the Private Security Industry 25-question multiple-choice examination paper Successful candidates must achieve a score of at least 18 out of 25 Examination duration – 40 minutes 

Unit 2 - Working as a Door Supervisor 40-question multiple-choice examination paper Successful candidates must achieve a score of at least 28 out of 40 Examination duration – 1 hour

Unit 3 - Conflict Management for the Private Security Industry 25-question multiple-choice examination paper Successful candidates must achieve a score of at least 18 out of 25 Examination duration – 40 minutes

Unit 4 - Physical Intervention Skills for the Private Security Industry Ongoing practical assessment throughout the course by the tutor 10 true or false questions marked by the course tutor


Pre-requisites: Duration: Minimum no. of delegates: Costs: 

None 5 3 £200 per delegate (+ VAT) or £1200 (+ VAT) for a full course of up to 12 delegates

Level 2 - Security Guarding (QCF) Under the Private Security Industry Authority Act 2001, all individuals wishing to work in the private security industry must undertake a recognised qualification before applying for a licence. The Level 2 Award in Security Guarding has been developed to meet the requirements of the Security Industry Authority (SIA). It is based on the relevant SIA Specifications for Learning and Qualifications and provides the learner with the necessary knowledge and understanding for those who wish to apply for an SIA licence and work as a security guard within the private security industry. The qualification comprises 3 mandatory units:  Unit 1 - Working in the Private Security Industry  Unit 2 - Working as a Security Officer  Unit 3 - Conflict Management for the Private Security Industry This qualification can enable the learner to progress onto the NVQ in Providing Security Services or undertake further learning in other areas of the private security industry such as CCTV Operations or Door Supervision Assessment Unit 1 - Working in the Private Security Industry 25-question multiple-choice examination paper Successful candidates must achieve a score of at least 18 out of 25 Examination duration – 40 minutes Guided learning hours for this unit are 10 hours Unit 2 - Working as a Security Officer 40-question multiple-choice examination paper Successful candidates must achieve a score of at least 28 out of 40 Examination duration – 1 hour Guided learning hours for this unit are 8 hours Unit 3 - Conflict Management for the Private Security Industry 25-question multiple-choice examination paper Successful candidates must achieve a score of at least 18 out of 25 Examination duration – 40 minutes Guided learning hours for this unit are 8 hours Pre-requisites: Duration: Minimum no. of delegates: Costs:

None 4 days 3 £160 per delegate (+ VAT) or £1000 (+ VAT) for a full course of up to 12 delegates


Up skilling Door Supervisors qualification In March 2012 the SIA announced the intention to require existing door supervisors who had achieved the pre-QCF Door Supervision qualification (for example the National Certificate for Door Supervision) to undertake additional training in order to renew their licence. The new qualification comprises the following two mandatory units:  Physical Intervention Skills for the Private Security Industry; assessed by a practical test and a written True/False test which is set by HABC and marked by the tutor  Safety Awareness for Door Supervisors; assessed by a 10-question multiple-choice examination which is set by the awarding body and marked by the tutor Pre-requisites: Delegates must hold a valid ‘Conflict Management’ certificate Duration: 1 day Minimum no. of delegates: 3 Costs: £75 

Physical Intervention Course overview Understand physical interventions and the legal and professional implications of their use. Differences between defensive physical skills and physical interventions: o Defensive physical skills – PI skills used to protect oneself from assault o Physical interventions– the use of direct or indirect force, through bodily, physical or mechanical means, to limit another person’s movement o Differences between non-restrictive and restrictive interventions o Restrictive interventions: involve the use of force to limit the movement and freedom of an individual and can involve bodily contact, mechanical devices or changes to the person’s environment o Such interventions can be: highly restrictive i.e. severely limit the movement and freedom of an individual low level restrictive i.e. limit or contain the movement and freedom of an individual who is less resistant with low levels of force Non-restrictive interventions: Allow a greater degree of freedom where the subject can move away from the physical intervention if they wish. This would include prompting and guiding an individual to assist them in walking and also defensive, self-protective interventions. Positive alternatives to physical intervention:  Primary Controls - following employer safety and security policy, procedures and working practices, use of safety and security equipment and technology (for example, radio for summoning assistance, CCTV, access control)  Secondary Controls - positive and effective interpersonal communication as well as the knowledge and skills of conflict management in reducing the need for physical intervention Pre-requisites: None Duration: 1 day Minimum no. of delegates: 3 Costs: £75  Court Security Officer (CSO Training) This course includes the topics required as a court security officer such as: Court Act, Sharps, Manual Handling and Control and Restraint techniques. Pre-requisites: None Duration: 2 days Minimum no. of delegates: 3 Costs: £800 (+ VAT) for a course of up to 12 delegates


ILM Level 2 – Team Leading

ILM Level 3 – Leadership & Management

ILM Level 3 – Facilities Management

ILM Level 5 – Leadership

BIFM – Getting started in FM – online

Understanding FM

The professional facilities manager 1

The professional facilities manager 2

Lean Six Sigma – see Commercial Effectiveness section

PRINCE2 Foundation

PRINCE2 Foundation and Practitioner

Sheffield Hallam University – Certificate / Foundation Degree / BA in Facilities Management

contents

Section eleven – Externally accredited courses


EXTERNALLY ACCREDITED COURSES ILM Level 2 – Team Leading Course Overview The Award is a concise qualification designed to give learners a basic knowledge of the various roles, functions and responsibilities of a team leader and the limits of their authority and accountability. The mandatory unit in ‘Developing yourself as a team leader’ is a good starting point for team/cell leaders who are new to their roles or for aspiring leaders who wish to gain a solid understanding of the principles and practicalities of team leading. The Certificate builds and broadens the skills and knowledge gained in the Award (please note learners may join the Certificate directly and are not required to undertake the Award as a prerequisite). Here, practical techniques in motivating teams, plus planning and monitoring their work are explored within the additional mandatory units of this larger qualification. Flexibility – all learners are able to choose from a diverse range of optional units to build their qualification – either an Award or a Certificate (see the tables below and overleaf). This high level of flexibility allows individuals or their employers to custom build a qualification focusing on the key areas of team leading that are most relevant to their specific roles, industry or organisation. From exploring induction and coaching in the workplace, to dealing with customers lawfully, the ILM Team Leading qualifications can be fully tailored to meet the varying needs of candidates across all employment sectors. Learning Outcomes: Pre-requisites None Duration 1 day Intended audience All supervisors/junior and senior managers Dates and location Will be promoted prior to the event or are available on request Costs This course will be presented by an external provider Accreditation MITIE certificate to confirm attendance


EXTERNALLY ACCREDITED COURSES ILM Level 3 – Leadership & Management Course Overview The award is a concise qualification which gives an introduction to the basic skills, knowledge and understanding required by today’s first line manager. The mandatory unit ‘solving problems and making decisions’ is designed to develop practical techniques for tackling managerial problems and making decisions from gathering and interpreting information through to the effective communication of outcomes The certificate provides a more comprehensive programme that builds and broadens the skills and knowledge gained in the award (please note candidates may join the certificate directly and are not required to undertake the award as a prerequisite). Organisational change is explored, giving participants a deeper understanding of this critical workplace issue and providing them with tools to plan for and deal with organisational upheaval The diploma develops a very comprehensive range of management skills, providing learners with the broad body of knowledge required by a first line manager. The qualification builds on the award and certificate, though is more suited to the practising manager. Please note candidates are not required to undertake either the award or certificate as prerequisites and may join diploma programmes directly. The additional mandatory units cover business communication – writing for business and making presentations – creativity and innovation for the workplace as well as information gathering and analysis, and managing customer service. MITIE has custom built a qualification focusing on the key areas of first line management that are most relevant to the demands of a specific role, industry or organisation Assessment – selected units Depending on the units selected, a choice of work-based assignments; reflective reviews; knowledge reviews; oral presentations; role play/scenarios; written reports or centre-devised alternatives Entry requirements There are no formal entry requirements, participants will normally be either practising or aspiring first line managers with the opportunity to meet assessment demands having a background to enable them to benefit from the course Intended audience The ILM level 2 qualifications in Team Leading have been specially designed to give practising or aspiring team leaders a solid foundation in their formal development as a team leader Duration Award – 6 days Certificate – 16 days Diploma – 30 days Dates and location Will be promoted prior to the event or are available on request Costs £135 per delegate per workshop which includes refreshments / course material. Plus £102 ILM registration. Accreditation ILM certificate upon successful completion


EXTERNALLY ACCREDITED COURSES ILM Level 3 – Facilities Management Course Overview The ILM Level 3 qualifications in Facilities Management have been specially designed to help learners develop specific skills in facilities management alongside a wide range of leadership and management skills. The award is a concise qualification made up of two mandatory units plus a wide choice of optional units. In the first mandatory unit, ‘Managing health and safety at work’, learners explore the legal aspects of health and safety at work’, carry out a risk assessment in their workplace and study environmental responsibility. In the second mandatory unit learners examine facilities management within their organisation – from objective setting to ensure effective facilities management, to raising the awareness of facilities management in their organisation and local community Assessment – selected units Depending on the units selected, a choice of work-based assignments; reflective reviews; knowledge reviews; oral presentations; role play/scenarios; written reports or centre-devised alternatives Entry requirements There are no formal entry requirements, but participants will normally be either practising or aspiring first line managers with the opportunity to meet the assessment demands and have a background that will enable them to benefit from the programme Intended audience The ILM level 3 award in Facilities Management has been specially designed to give practising or aspiring first line managers a solid foundation in their formal development as a manager Duration Award – 9 days Dates and location Will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £135 per delegate per workshop which includes refreshments/course material - plus £102 ILM registration. Accreditation ILM certificate upon successful completion.


EXTERNALLY ACCREDITED COURSES ILM Level 5 – Leadership Course Overview The award a concise qualification designed to develop basic middle management skills and knowledge. The mandatory unit examines organisational structure and function, the roles and responsibilities of middle managers and the effect of communication and interpersonal skills on managerial performance. The final element of the unit explores the evaluation of personal development opportunities The certificate builds on and broadens the areas covered in the award in a flexible and practical way (please note candidates may join the certificate directly and are not required to undertake the award as a prerequisite). Here, ‘managing improvement’ is explored, both in terms of organisational and personal improvement. ‘Developing the reflective manager’ concentrates on the analysis of personal strengths and weakness and how to work through problems using creative techniques. The crucial skill of ‘making a financial case’ is also explored in the fourth mandatory unit for the certificate The diploma develops a comprehensive range of basic middle management skills, assisting participants in gaining the knowledge required at this level. The qualification builds on the award and certificate, though is more suited to the practising manager. (Please note candidates are not required to undertake either the award or certificate as prerequisites and may join diploma programmes directly). The additional mandatory units cover ‘critical thinking’ – evaluating theory against reality – and ‘leading innovation and changes’ – identifying opportunities for development and exploring the impact of organisational change on stakeholders Assessment – selected units Depending on the units selected, a choice of work-based assignments; reflective reviews; knowledge reviews; oral presentations; role play/scenarios; written reports or centre-devised alternatives Entry requirements There are no formal entry requirements, but participants will normally be either practising or aspiring middle managers with the opportunity to meet the assessment demands, and have a background that will enable them to benefit from the programme Intended audience The ILM Level 5 in management qualifications have been specially designed to give practising or aspiring middle managers a solid foundation in their formal development in this role Duration Award – 6 days Certificate – 20 days

Diploma – 30 days

Course dates Will be promoted prior to the event or are available on request Cost This course will be presented by an external provider. £135 per delegate per workshop which includes refreshments / course material – plus £130 ILM registration Accreditation ILM certificate on successful


EXTERNALLY ACCREDITED COURSES Getting started in FM (online) Course Overview This course gives a practical introduction to 4 essential areas – Knowing your building / the role of the FM; Support Services; FM projects; and H & S / Sustainability Learning Outcomes: Although primarily aimed at those new to the industry, Getting Started in FM may also provide an excellent refresher if you are an experienced FM looking to reinforce your existing knowledge of best practice Duration The package should take approximately 4 hours to complete, but you can work through at your own pace, and return to areas previously covered if you wish to, including reviewing your answers to individual tasks Intended audience Designed for new operational FMs or those with related responsibilities, the package will provide you with a highly practical hands-on guide to the basics of good practice facilities management based on ‘real life’ experience Dates and location Online Costs This online is delivered by an external provider. £120 per licence (but further discounts are available for multiple licences) Accreditation You will receive a BIFM Training certificate of completion at the end of the e-course which contributes towards your record of CPD (continued professional development)


EXTERNALLY ACCREDITED COURSES Understanding FM Course Overview To provide both a comprehensive introduction to key aspects of FM, and provide a solid base of knowledge, techniques and reference material for Facilities Managers Learning Outcomes: By the end of this course you will understand:  The role of the facilities manager  The scope and breadth of the profession  The importance of FM and its value to organisations  Key elements of building structure and design  The impact of physical building characteristics on facilities management  Key aspects of building services  Key elements of Property Management and leases  The role of space management and the workspace  Practical aspects of space planning  Re-location / Move Management  Key elements of Energy and Environmental Management  How to develop and implement maintenance management programmes  The principles of commissioning and managing contract services  How to approach tendering and letting contracts  How to deliver a customer centric FM service  How to measure customer requirements and satisfaction levels  The key Health & Safety responsibilities for FM’s  Routes to Professional Development within FM Duration This course is an intensive 3-day introduction to the FM profession and best practice in day-to-day operations. Intended audience Designed for newly appointed staff and those with less than two to three years’ operational experience looking to broaden their range of responsibilities Dates and location Available on request Costs This course will be presented by an external provider. £995 Accreditation You will receive a BIFM Training certificate of completion at the end of the course which contributes towards your record of CPD (continued professional development)


EXTERNALLY ACCREDITED COURSES The Professional Facilities Manager 1 Course Overview This course will help delegates understand the strategic impact of facilities management on organisations, and the business drivers that determine operational priorities. You will learn how to apply management techniques to add value to the facilities management operation and improve its performance in line with organisational objectives. It will encourage you to recognise and act on opportunities to improve overall business performance through more effective facilities planning and management Learning Outcomes: By the end of this course you will be able to describe:  The wide scope, extent and diversity of the FM function  How Facilities Management relates to organisational objectives and business drivers  The impact that commercial priorities and culture have on the provision and resourcing of FM services  The key factors driving facilities requirements and how these influence the priorities for FM service levels and resourcing  The key functions of Facilities Management and how it responds to a variety of business models  How to identify and best deliver and manage support services and building services  Whether it is best to deliver services in-house or using outsourcing  Key aspects of financial management for facilities managers and understanding facilities costs in the wider business context  How to collect and interpret financial information and to explore the part played by FM in the business as a whole  How occupancy costs fit in to the context of the wider business  How to manage a relocation project, and the key principles of project management  Structuring project teams, understanding roles and responsibilities  How to identify key environmental and sustainability issues, legislative requirements and develop a mitigation plan  Appraisal tools for assessing your energy and environmental management status, and how to avoid energy waste  Risk assessment methods and business continuity planning  How to develop and implement disaster recovery strategies  The role of security, security threats, and measures to reduce weaknesses  Key aspects of fire safety management, statutory obligations and fire risk reduction  Why health and safety is important and how it can be managed Duration 3 days Intended audience You will need a minimum of two or three years’ management experience in the field, and are looking to develop an already sound understanding of day to day operations into a strategic view of facilities management Dates and location Available on request Costs


This course will be presented by an external provider. ÂŁ1,185 (this includes a discount of 20%) Accreditation You will receive a BIFM Training certificate of completion at the end of the course which contributes towards your record of CPD (continued professional development)


EXTERNALLY ACCREDITED COURSES The Professional Facilities Manager 2 Course Overview To provide the managerial skills and knowledge that will improve the effectiveness of facilities managers, with particular focus on building successful relationships and commercial awareness Learning Outcomes: By the end of this course you will be able to describe:  Techniques for Performance Improvement in FM  Key issues of Commercial Awareness  How to optimise and develop staff and skills  How to develop effective relationships with Suppliers & Specialists  The essentials of Relationship Management  Information & Knowledge Management using IT and Technology  How to improve Personal Effectiveness in FM  How critical Communication is to the role of FM Duration 3 days Intended audience You will require a minimum of two or three years’ management experience in the field, who wish to focus on improving their performance through developing more effective relationships Dates and location Available on request Costs This course will be presented by an external provider. £1,185 (this includes a discount of 20%) Accreditation You will receive a BIFM Training certificate of completion which contributes towards your record of CPD (continued professional development)


EXTERNALLY ACCREDITED COURSES Prince2 Foundation (including exam) Course Overview This two-day course, designed by QA’s industry leading project management experts, is fully accredited by the APMG-International and provides you with a thorough understanding of the internationally recognised PRINCE2 project management methodology. It includes the PRINCE2 Foundation exam. You will sit the PRINCE2 Foundation exam in the late afternoon of the second day of the course Learning Outcomes: The purpose of the Foundation qualification is to confirm that a candidate has sufficient knowledge and understanding of the PRINCE2 method to be able to work effectively with, or as a member of, a project management team working within an environment supporting PRINCE2. The Foundation qualification is also a pre-requisite for the Practitioner qualification. By passing the Foundation exam, candidates should understand the structure and key terminology of the method. Specifically, the candidate should understand:  The characteristics and context of a project and the benefits of adopting PRINCE2  The purpose of the PRINCE2 roles, management products and themes  The PRINCE2 principles  The purpose, objectives and context of the PRINCE2 processes Pre-requisites No pre-requisites are necessary for this course, however, you would benefit from having some basic project management experience prior to attending Pre-reading You will be provided with pre-course reading approximately two weeks prior to attending the course. This pre-reading is interactive eLearning and is expected to take approximately two hours to complete. Your learning starts with this pre-reading, so please ensure you can complete the pre-course activities in full prior to attending Duration 2 days Intended audience PRINCE2 is aimed at project managers and aspiring project managers. It is also relevant to other key staff involved in the design, development and delivery of projects Dates and location Will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £498 + VAT (including pre-course material, PRINCE2 manual and Foundation exam)


Accreditation You must bring photographic identification on exam days (passport, driving license or student card) as it is an examination requirement to produce it for the invigilator prior to the exam. Failure to produce a valid form of photographic identification may result in a candidate not being able to sit the exams. PRINCE2 Foundation accreditation.


EXTERNALLY ACCREDITED COURSES Prince2 Foundation and Practitioner Course Overview This five-day course, designed by QA’s industry leading project management experts, is fully accredited by the APMG-International and provides you with a thorough understanding of the internationally recognised PRINCE2 project management methodology It includes both the PRINCE2 Foundation and PRINCE2 Practitioner exams and then takes you beyond the method by giving you additional tools and techniques to become a confident project leader. Additional work will be required during evenings consisting of consolidation reading, mock examination questions and exercises. This evening work is an integral part of the course and you should expect to spend 2 hours each evening on these activities. You will sit the PRINCE2 Foundation examination in the late afternoon of the second day of the course. The PRINCE2 Practitioner examination takes place at 14:00 on day four Learning Outcomes: The purpose of the Foundation qualification is to confirm that a candidate has sufficient knowledge and understanding of the PRINCE2 method to be able to work effectively with, or as a member of, a project management team working within an environment supporting PRINCE2. The Foundation qualification is also a pre-requisite for the Practitioner qualification By passing the Foundation exam, candidates should understand the structure and key terminology of the method. Specifically, the candidate should understand:  The characteristics and context of a project and the benefits of adopting PRINCE2  The purpose of the PRINCE2 roles, management products and themes  The PRINCE2 principles  The purpose, objectives and context of the PRINCE2 processes The purpose of the Practitioner qualification is to confirm whether the candidate has achieved sufficient understanding of how to apply and tailor PRINCE2 in a scenario situation. A successful Practitioner candidate should, with suitable direction, be able to start applying the method to a real project but may not be sufficiently skilled to do this appropriately for all situations. Their individual project management expertise, complexity of the project and the support provided for the use of PRINCE2 in their work environment will all be factors that impact what the Practitioner can achieve By passing the Practitioner exam, candidates should be able to apply and understand how to tailor PRINCE2 effectively to a project within an organisation environment supporting PRINCE2. Specifically candidates should:  Understand the relationships between the roles, management products, principles, themes, techniques and processes  Be able to apply the principles, themes and processes to a project  Be able to create and assess management products


Pre-requisites No pre-requisites are necessary for this course, however, you would benefit from having some basic project management experience prior to attending. You will need to pass the Foundation examination (on day 2) prior to taking the Practitioner examination on day 4 Pre-reading You will be provided with pre-course reading approximately two weeks prior to attending the course. This pre-reading is interactive eLearning and is expected to take approximately two hours to complete. Your learning starts with this pre-reading, so please ensure you can complete the pre-course activities in full prior to attending Duration 5 day Intended audience All supervisors/junior and senior managers Dates and location Will be promoted prior to the event or are available on request Costs This course will be presented by an external provider. £975 + VAT Accreditation You must bring photographic identification on exam days (passport, driving license or student card) as it is an examination requirement to produce it for the invigilator prior to the exam. Failure to produce a valid form of photographic identification may result in a candidate not being able to sit the exams Please note: you must pass your Foundation exam before attempting your Practitioner exam. By successfully passing your Practitioner exam, you attain ‘Registered Practitioner’ status which is recognition of knowledge, competency in the PRINCE2 methodology, and commitment to continuing professional development.


EXTERNALLY ACCREDITED COURSES Certificate/Foundation Degree/BA Facilities Management (part-time) Course Overview This course is the first stage of the undergraduate programme in facilities management. It is specifically designed to the meet the needs of people working in facilities management in a supervisory or management position You gain a detailed introduction to facilities management and its role in the strategic management of organisations. The course will develop your management skills and a broader knowledge of facilities management and will also improve your understanding of the functions of the organisation and its business environment The course combines academic and practical study in topics including:  managing people  managing services and resources  managing projects  managing premises and the work environment Who is the course for? The course is for you if you are working in facilities management in a supervisory or management position, and want to develop both a broader knowledge of the subject and your management skills Achieve your potential You gain a nationally recognised qualification from one of the UK’s leading universities in the facilities management area and is also accredited by the British Institute of Facilities Managers (BIFM) How will you benefit? Many of your projects and assessments are based in your workplace, and so are of the greatest relevance to your career progression Course content The course consists of two stages – the undergraduate certificate and the foundation degree – plus an opportunity to top up to degree level. You can choose to stop at the end of each stage, or continue to the next level of qualification


Undergraduate certificate (18 months) 

   

Skills development The organisation and FM Managing services and resources Managing projects Managing people Managing premises and the work environment

Undergraduate certificate Modules

Foundation degree (a further 14 months)      

Change management Finance management Information management and communications Risk management The business environment Work-based project

BA (Honours) (a further 12 months)   

Contemporary issues in facilities management Research methods Dissertation

Skills development This module runs parallel to all other modules to support you throughout your studies, developing your practical and key skills through a range of workshops, integrated with the development of facilities management knowledge. The organisation and facilities management. You explore the nature of facilities management and its application. You get an overview of its development and the competencies required by those in the facilities management field Managing services and resources You learn about the relationship between service culture, service delivery processes and procedures, and the resource implications and risk of delivering services Managing projects Facilities managers need to act as project managers for a range of projects, from small internal moves to major building works. This module considers the project management process from inception to completion Managing people This module is designed to help you develop an awareness and understanding of the issues surrounding the management of people. You consider the formal human resource procedures and processes within organisations, but also look at yourself, your own experiences, and how these have impacted on you and your own organisation. Managing premises and the work environment You study the place of business, addressing the traditional concerns of property and estate management. You also consider the impact of space occupation and utilisation upon the core business of the organisation.


Foundation degree Change management This module develops your understanding of the changing nature of organisations. You look at the impact change has on people in an organisation, the impact of organisational culture, and the tools and techniques available for managing change. Finance management You develop an understanding of the role of finance and financial management principles within the context of facilities management. Information management and communications You develop an understanding of information management, including communications, marketing, managing data and specific FM data management tools. You also look at your own experiences and how these have impacted on you and your own workplace in relation to information management and communication. Risk management This module increases your awareness of environmental risk issues and the impact facilities management can have on the working environment. You examine risk analysis and management techniques, and gain detailed knowledge of issues such as assurance, corporate social responsibility, sustainability and business continuity. The business environment This module draws together much of the learning from other parts of your study, to help identify the key issues in contemporary facilities management. The workshop includes lectures by visiting specialists, and seminars designed to give you the opportunity to discuss the environmental issues affecting your workplace. Work-based project You research a facilities management issue relevant to both you and your organisation, or an organisation you are familiar with. BA (Honours) Dissertation This project is usually completed within your own organisation. It develops various research and work skills including identification and framing of a problem, sourcing information through primary research, analysis and presentation of results. Throughout the dissertation you are supported by a dedicated tutor. Research methods The dissertation module will be supported by a dedicated research methods module that introduces the various approaches that could be taken. Contemporary issues in facilities management. This module takes the significant factors impacting on facilities management and provides the opportunity to gain a strong in-depth understanding of how these issues affect your organisation. Case study This module, which allows you to draw upon your learning throughout the programme, presents you with a case study and a problem to resolve. Work-based project You research a facilities management issue relevant to both you and your organisation, or an organisation you are familiar with.


Attendance Part time – typically 18 months for the Undergraduate Certificate. You attend five workshops at the University, varying between two and four days in length, over a period of two years. Starts May and November Assessment Assessment includes reports, portfolios and essays, usually relating to your own work environment Entry requirements No previous academic qualifications are required for entry onto the Foundation Degree. You should be aged 21 or above and working with responsibility for facilities management services. You must have completed the foundation degree to progress to the BA (Honours) Facilities Management. Fees for 2011-12 Typically £3,580 per stage – this includes the British Institute of Facilities Management registration fee and a further £2,150 to degree level.


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