Page 1




Picture perfect INSIDE

with e g a ss e m r u o y e c n a h n E smarter image selection PLUS

A place in sunny Cyprus The rise of listeriosis

TX Spring 08 cover.indd 1

11/3/08 12:43:28

Editor Anna Howells 020 7827 6310 Sub Editor Alex Whiteside Art Editor Sonny Dhamu 020 7827 5906 Designers Rhona Green Jon Heal Joanna Yates Contributors Christine Clark Linda Dixon Jon Flatman Simon Gannon Ann Goodwin Kitty Gould Helen Hartropp Heather Hartwell Valerie Leeson Pauline Joyce David Newsum Printed on 9 Lives 80 paper, which is produced with 80 per cent recovered fibre, (comprising 10 per cent packaging waste, 10 per cent best white waste and 60 per cent de-inked waste fibre) and 20 per cent virgin TCF fibre, sourced from sustainable forests. Printed by the Manson Group Ltd, St Albans, Herts. Articles published in the magazine represent the views of the authors, which are not necessarily those of their employers. They may be reproduced only with the permission of the CIEH and with acknowledgements to the magazine. The CIEH does not accept responsibility for the accuracy of statements made by its contributors or advertisers. The contents of this magazine are the copyright of CIEH, but do not necessarily represent its views. Contributions and letters to the editor are welcome.


Editorial If I was asked what makes CIEH such a successful awarding body, I would have to answer quality. Continual quality improvement drives everything that we do as an awarding body and the way that you deliver CIEH qualifications on our behalf. We have recently completed our QCA self-assessment, a rigorous process of demonstrating our quality procedures to the regulatory body. Our Chief External Examiner, Heather Hartwell, writes about our plans to introduce a leadership and quality champion to further enhance our quality systems. We rely on you to ensure that training delivery is fit for purpose and so gaining a training qualification is an essential prerequisite for CIEH trainer registration. We are currently reviewing the popular Professional Trainer Certificate. Working closely with LLUK, the sector skills council for teaching and learning, we are planning to introduce an enhanced level of training for you to take advantage of and seek QCA accreditation to demonstrate that our training qualifications meet the national standard. Kitty Gould demonstrates how 3663, the UK’s leading food service company, has utilised CIEH qualifications to reap a range of business rewards. Using CIEH as a benchmark for quality has brought the company a host of benefits and means that 3663 is able to respond swiftly to any changes in health and safety regulations. Christine Clark tells us about her experiences of delivering CIEH qualifications in Cyprus and how to capitalise on excellent business opportunities abroad. Finally, on top of all the usual hints and tips to enhance your training delivery, there is a review of Talking Training! 2007. If you’re thinking about your own CPD for this year, why not consider joining us for this year’s conference on 4 December 2008?

Continual quality improvement drives everything we do as an awarding body Marianne Phillips, Director of Product Development and Delivery


2 Trainers’ news New wave of reforms SFBB DVD 3 Examination and assessment Heather Hartwell 14 Profiles Dr Sarah Schenker Darius Mohandes


4 3663 Reaping business rewards

6 Envirovision Sourcing and using images 8 Listeriosis Cases continue to rise 9 Food safety training Sector-specific delivery 10 Talking training A conference report 12 Cyprus European business opportunities

Training today

15 Frequently asked questions

15 Photo competition Win £200 for your picture 16 Quality assurance Helen Hartwell 17 Promoting success Simon Gannon 18 Trainers’ noticeboard Jon Flatman 18 Trainers’ tips Protecting your voice 19 Trainers’ events 20 A trainer’s life Linda Dixon

cover: envirovision, fly on melon

Publisher Marianne Phillips 020 7827 5845

Spring 2008 | TRAiNERS’ ExCHANGE | 1

TX p01 editorial.indd 1

11/3/08 12:45:52

Trainers’ news TARGETS


Shattered Lives goes interactive

On 1 September 2007 a new wave of reforms were announced that will have implications for all trainers, teachers, instructors and lecturers. The Success for All targets set by DfES aim to bring all trainers up to the same high standard by 2010. Until now, the training/education sector has never been the subject of this level of scrutiny. Although many practising trainers may have the knowledge base and teaching experience, there are still a significant number of people currently training other professionals without full qualifications. Because of this, Lifelong Learning UK (LLUK) is looking to improve standards of teaching in further education and training across the board. As a part of this initiative licensed practitioner status has been introduced for new trainers. A distinction between full and associate teaching roles has been made and all practising trainers are expected to meet the updated requirements. Continuous professional development is to become obligatory for all trainers in order to ensure the quality of their delivery.

HSE has recently launched the Shattered Lives campaign, focusing on slips, trips and falls. More than 1,000 workers a month suffer a serious injury following a slip, trip or fall. The campaign is aimed primarily at those most at risk of a slip, trip or fall at work and those best placed to take action – construction workers, electricians, gas fitters other tradespeople, and site managers, kitchen managers and chefs, food retail staff, area and store managers, food operatives and their shift managers. Extensive interactive materials are available on the campaign website. Sector-specific content gives examples of different types of accidents that can occur in the workplace, describes outcomes for the employee and the employer and provides guidance on how accidents can be avoided altogether.

strawberry jam photography

Success for All – raising training standards

All trainers will be expected to meet new requirements Based on this new foundation, the training sector will be able to move forward with a uniform standard across the board with all practitioners working at the same high level. The CIEH is currently

exploring the development of qualifications in order to help you meet these requirements. Look out for further details in future issues of TX

What is the LLUK? LLUK is the sector skills council for the professional development of all those working in community learning and development ­–

further education, higher education, libraries, archives and information services and workbased learning. Since January 2005, LLUK has

taken over the work of former national training organisations, FENTO and PAULO plus the NTO responsibilities of HESDA.

Men’s health week

Voice your opinion As some of you will be aware, we have been running a regular satisfaction survey. This is your chance to tell us what you think about the levels of service we provide. It also allows us to assess what we can build upon and what we can look to improve. The survey goes out via email to a different set of 500 customers every month. This short

questionnaire takes around five minutes to complete and asks you to rate areas such as the quality of customer service received, marking, moderation, distribution of certificates and finally your evaluation of the whole CIEH experience. The response so far has been fantastic and we thank all those that

Resources – including statistics, leaflets, posters, mapping tools, checklists and video – can be downloaded at shatteredlives/resources.htm

have taken time to respond. We value your opinions and are constantly working towards enhancing the quality of our service. Listening and acting on what we are told is one way in which we can achieve this aim. There is, however, no need to wait for the survey to hit your inbox – tell us what you think now by simply emailing your comments to As a direct result of feedback received we are in the process of setting up a frequently asked questions page. Found on our website, this will enable you to simply search out answers to your queries and, as always, if you can’t find the answer our customer services team are waiting to help. Just call 020 7827 5800.

Three-point agenda for men in June The 2008 National Men’s Health Week will take place on 9–15 June and will focus on men in the workplace. The three main areas to be addressed will be ensuring health and safety/risk avoidance better targets men in the workplace, using the workplace to reach men with health promotion interventions and linking men’s health into the Government’s Health, Work and Wellbeing strategy. Further details: www.

2 | Trainers’ exchange | Spring 2008

TX p02-03 news.indd 2

11/3/08 12:47:19

access Tx at

Trainers’ news fSA dVd

examination and assessment heather hartwell

Invaluable aid welcomed At the end of February the Food Standards Agency launched a new DVD to complement the Safer Food, Better Business packs developed for small catering and food retail businesses. The DVD provides an additional route for accessing up-to-date guidance on safe methods for food preparation, handling and storage. The DVD uses video scenes of realistic situations in small catering and retail businesses to demonstrate SFBB in action and has voiceovers in 16 different languages. Director of Consumer Protection and Enforcement at the Food Standards Agency, David Statham, said: ‘The DVD will be an invaluable

Quality management and enhancement

addition to the Safer Food, Better Business material already available to help businesses implement a food safety management system and train their staff. It will build upon the overwhelming success of Safer Food, Better Business in improving food safety and minimising red tape burdens on small catering and retail businesses.’ You can get a free copy of the DVD by calling 0845 606 0667 – an online version of the DVD (currently in development) will also be available soon through a link on the Fsa website www.

POLicY gUiDance

Guidance for employers of migrant workers on its way HSE is shortly to publish revised guidance for employers of workers from overseas. Based on the free leaflet entitled Working in the UK from overseas? Your Health and Safety at Work in Agriculture and Food Processing, it will contain essential guidance for employers, employment agencies, businesses and gang masters, etc. on their health, safety and welfare responsibilities for temporary (including migrant) workers.

The leaflet will be produced in various European languages and will be available on a new HSE website aimed at employers, labour providers and labour users in all industries, overseas/migrant workers, other government departments and non-governmental agencies active in this area. see agriculture/overseas.htm for further details


new structure expected to be operational ‘soon’ The legislative reform (i.e. the legal document that amends the Act) and the Explanatory document have gone to ministers and Whitehall, and have crossgovernment agreement. The reform order was due to be laid before parliament in January 2008. The new structure will comprise a single, non-executive board of nine to 12 and, as is the case at

present, these will be chosen after consultation with organisations representing employers, employees, and others, including local authorities and professional bodies. It is hoped that the merger will bring the governance arrangements for the Health and Safety Commission and Executive in line with best practice and provide a more robust governance framework.

A ‘quality champion’ will be identified

Quality management and enhancement are crucial in any academic situation and the CIeh is no exception. Quality, however, can be easier to recognise than to describe – we know it when we experience it, yet can find it difficult to put what we experience into words. Quality has been variously defined – for example, as ‘fitness for use’ or ‘value to a person’ – but even in such definitions there remains a perceptual, conditional and somewhat subjective dimension. when ‘quality’ is used to describe a form of activity or function, in an organisational context, a distinction is commonly made between ‘quality assurance’, a proactive system implemented to ‘prevent defects’, and ‘quality control’, a reactive system implemented to ‘detect defects’ (often associated with testing such as verification and validation). a more progressive definition is that quality depends entirely on the end user’s evaluation of his or her experience. Quality management and enhancement is essentially about learning what you are doing well and doing it better. It also means finding out what you may need to change to make sure you meet the needs of your customers. Quality management and enhancement means: knowing what you want to do and how you want to do it; learning from what you do and using what you learn to develop your organisation and its services; seeking to achieve continuous improvement and satisfying your stakeholders – those different people and groups with an interest in your organisation. at CIeh we are conscious of having a quality system in place that gives the following benefits: l improved efficiency l organisational growth l increased effectiveness and added value l staff development l legitimacy with external stakeholders. to this end a leadership and ‘quality champion’ will be identified to enhance existing quality systems and confirm integration with other processes. stakeholder involvement is crucial so if you are invited to participate in our monthly customer survey (see page 2), please supply feedback in order to help us develop. the trainers’ forums provide ideal opportunities to have your say and these will run throughout the country in 2008. remember that they are free and will give you the opportunity to network and listen to a CIeh representative who will update you on current issues. heather hartwell is chief external examiner

Spring 2008 | Trainers’ exchange | 3

TX p02-03 news.indd 3

11/3/08 12:47:21

Training solutions

Kitty Gould reports on how the UK’s leading food service company has utilised CIEH qualifications to reap a wide range of business rewards

Training on the mo S ales of over £1billion a year and more than 6,800 staff across 40 UK sites give 3663 First for Foodservice the distinction of leading the field. The company is part of Bidvest Group Limited, an international investment holding company with 72,000 employees worldwide. In the UK 3663 delivers food items to 50,000 customers using 40 depots across the country. Daniel Edwards is the Hygiene and Safety Manager at 3663 and has over 10 years experience as an Environmental Health Practitioner in both the public and private sector. He is responsible for staff training and development at 3663, ensuring the company meets all statutory health and safety regulations.

The challenge In recent years successive UK governments and European regulators have implemented more stringent health and safety standards which can only be met through long-term, on-going investment in staff training and development. This, in turn, has influenced insurers who now assess a company’s training policies and health and safety record when quoting for public liability insurance, as Douglas Dale, Risk Control Manager at Axa Insurance explains: ‘From an insurer’s perspective, quality health and safety training is essential, especially given the corporate manslaughter legislation coming into effect in April this year. Accredited training is something the insurance industry views very favourably because we know it directly reduces an employer’s risk should they end up in civil litigation.’

Findings The people at 3663 analysed their existing training and, in light of government legislation, insurers’ demands, public expectation and their own business objectives, identified a number of improvements that could be made to their training programme. These improvements resulted in a set of proposals to: l evolve the basic induction to a standard, ongoing, integrated induction that includes a summary of the whole company l create a long-term, formal training programme that recognises and rewards staff development l increase the status of health and safety

training by placing it at the heart of company policy and beliefs l raise the profile of health and safety training by making policies and procedures visible across all UK sites l support open training dialogue between staff l encourage and educate managers in the importance of staff training and leading by example l enter national business and staff training award schemes l persuade employees to be directly involved in health and safety policy so they are aware how it directly affects them. Implementing such training proposals took time and commitment and required a significant cultural shift across all levels of 3663. Employing thousands of staff throughout

the UK meant finding flexible solutions with the ability to be tailored to specific 3663 needs. Keeping the training cost-effective and not diminishing the quality or reducing standards was also of paramount importance to ensure the long-term sustainability of the programme. Daniel Edwards chose CIEH qualifications for several specific reasons: l they provide the flexibility 3663 requires to train staff across the UK l they are developed by the UK leader in food safety training, which is particularly important to 3663 as a food service company l they meet all latest legislative regulations giving peace of mind to the organisation l they are supported by quality training resources that are clear, appropriate and easy to follow l they are supported by quality customer service.

4 | Trainers’ exchange | Spring 2008

TX p04-05 3663.indd 4

11/3/08 12:48:39

The 3663 operation has benefited from the use of visible and inclusive policies importance of staff training and lead their staff by example, encouraging them to recognise the importance of training and health and safety policies. Policies are aligned to internal communications and health and safety issues are constantly promoted. Training and development long-term initiatives now include: l ‘First for service’ 3663 inductions l an internal bulletin advertising job vacancies at 3663 l annual staff satisfaction survey l internal awards rewarding outstanding staff achievement l visible health and safety information and literature at all sites l recognising and rewarding committed staff through internal promotion l encouragement of staff to pursue their own personal training and development interests.


He explained: ‘I had worked with the CIEH previously, so knew they had a fantastic record on offering flexible, accredited qualifications. Training material is both up to date and easy to follow and covers all the latest legislative regulations, which insurers demand and gives us peace of mind. I was impressed with the levels of customer support CIEH offered to trainers and centres and the presentation of the qualifications is excellent. I also appreciate the flexibility of the training programmes – courses can be tailored to suit individual business needs, which is vital in today’s competitive market.’ All managers at 3663 complete and use CIEH level 2 and 3 food safety and level 2 health and safety. The flexibility of CIEH training allows smaller numbers of 3663 employees to complete additional CIEH qualifications such as the CIEH Certificate in Principles of Manual Handling and

insurance costs have been reduced by around £500,000 per quarter

Level 3 Award in Risk Assessment – Principles and Practice. In-house business training is also run by 3663 alongside CIEH training. This unified, integrated approach forms the structure of the long-term, on-going approach to training. Health and safety policies now have a visible presence across all 40 of the organisation’s distribution depots throughout the UK. Increased numbers of posters and information signs are displayed, reinforcing the key health and safety messages. Training and development has been recognised as essential across all areas of the business. Managers acknowledge the


The results

Costs of training were lowered by approximately £1,000 per quarter because 3663 employs an in-house CIEH registered trainer instead of external providers. Insurance costs have been reduced by around £500,000 per quarter and, Malcolm Tarling, of the Association of British Insurers, explains: ‘Insurers expect companies to have in place good risk management practice to reduce the potential for large injury claims, and training has a crucial role to play in this. A well-managed business with good staff training will find public liability more competitively priced than one with a poor health and safety record.’ Loyalty and productivity rates improved because managers receive training before imparting information to site workers, which means employer loyalty and productivity rates also increased due to environmental health policies being valued and respected. The success of open and inclusive policies is verified by annual staff satisfaction rates. In 2007, 75 per cent of respondents stated they were satisfied or highly satisfied with their overall role within 3663. These statistics were compiled following a 91per cent employee response rate, the highest in the organisation’s history.

A bright future For 3663 using CIEH accredited qualifications has been of enormous benefit to the business. It has brought the company a host of benefits and means it is able to respond swiftly to any health and safety regulation changes as and when they occur. Company expansion plans are pushing ahead and 3663 have been recognised nationally, being awarded 19th place in the 2007 Sunday Times ‘Best big companies to work for’ survey. It has demonstrated how, with commitment and investment, an integrated approach, involving all staff, can work effectively on a large scale. Spring 2008 | Trainers’ exchange | 5

TX p04-05 3663.indd 5

11/3/08 12:48:44

Cover feature


eople are used to receiving highquality images throughout their day. We view them in magazines, newspapers, websites, marketing, on TV, packaging – everywhere. With all the technology available, we as trainers can now use images even more to communicate with learners. We are increasingly aware of the need to address a variety of learning styles and to use appropriate materials. Exercises, role plays, case studies and all sorts of participative activities help to engage the mind and stimulate learning. But what about pictures? Most of us have used images in our training courses for years, but, with the advent of new technologies and the availability of new resources, it is perhaps time we considered them in a new light.

Valerie Leeson, a CIEH registered trainer, Environmental Health Practitioner and co-creator of specialist web image library, envirovision, shows how using the right picture in the right way can add a whole new dimension to a learning experience.

Benefit from a

new image

Why use pictures? Pictures often contain plenty of easily accessible information that transcends language and literacy barriers. They add variety, interest and attract attention, helping to create a visually appealing and professional presentation with which to impress customers and secure future courses. However the benefits go a lot further than this. Pictures get results – visual images are a wonderful tool for explaining and communicating a subject and are especially useful where learners have a limited knowledge and lack a point of reference e.g. new workers or those new to a subject. They aid recall by helping learners develop a mental picture, and assist with identifying objects and situations. Relevant pictures make the learning experience more personal, motivating learners and overcoming barriers at the same time. Showing photos of ‘real’ people in ‘real’ situations can be a useful way of bringing the workplace into a training room and providing a context for discussion. They are also a valuable resource when it comes to setting up group exercises, as they are a great way of stimulating ideas and focusing attention. To achieve the full potential of pictures they should be carefully selected and used for a purpose – to set a scene, illustrate a point, focus a discussion, generate a response, create an atmosphere or even a laugh.

What type of picture? All sorts of picture can be used, from simple graphics, illustrations and cartoons to professional quality photographs. They may be technical, serious, shocking or humorous. A range of different types is useful, although the key issues are the message and the people to whom it is being communicated. It is easy to slip into the habit of using the same materials repeatedly without stopping to think about the needs of learners. Some key questions to consider when choosing any materials include: l Are they at the correct level? Materials for a management course would generally be different from those on a level 1 or 2 course. l Are they relevant and appropriate? How do they fit in with the aims and objectives of the training?

l Are they culturally or socially biased? This is especially important with humorous cartoons and caricatures. Pictures of the industry concerned are particularly useful, but not essential. Any visual with which learners can identify, and which illustrates a valid learning point, can be useful. As with other training materials, pictures need to be of good quality. Photographs should be clear, in focus, correctly exposed and have a good colour balance.

Typical uses It is now easy to download a picture and insert it into a PowerPoint presentation. With a still picture the trainer can take ownership, give information, make explanations and stop to ask or answer questions. Photographic prints can be handed out to groups with a particular task, such as spotting hazards, devising control measures, or a

Use an image outside the terms of its licence and you are likely to be breaching someone’s copyright classification activity. Alternatively, small pictures and text-based resources could be used for activities involving research and presentation. This is great for more technical courses and can be tailored to organisational needs. In these instances, whole group feedback can be made using the same image projected on-screen. Pictures can also be used as a stimulus for role plays, such as food poisoning or accident investigations, making music and many other activities. Creative trainers may even be able to use pictures to harness other senses as well as visual impressions. Trainees could be shown a picture of something

6 | Trainers’ exchange | Spring 2008

TX p06-07 Envirovision.indd 6

11/3/08 12:51:33

Sourcing images

horrible – such as slimy meat or maggots – and asked to imagine what it smells or feels like.

Are there any issues to be aware of? Obtaining additional pictures is a great way to improve your courses, although you are advised to use images legally and ethically. Most photographs and illustrations are the subject of copyright and intellectual property laws and you must have the legal right to use an image. This is normally obtained by purchasing a licence, which may have conditions. You should be sure it covers your intended use, especially if you wish to use the picture repeatedly over a prolonged period. If you use an image without a proper licence, or outside the terms of that licence, you are likely to be using it illegally – in other words, breaching someone’s copyright. Licences are normally nontransferable, so be cautious about using images given, lent or otherwise ‘found’. Even if the original purchaser secured the right to use an image it does not mean anyone else has the right to do so. In order to identify ownership, most commercially

Be it fruit fly larvae on a dirty food bowl, mouldy strawberries or a man up a tree, the right image can transform your presentation available images will have some kind of visible or invisible ‘watermark’ and copyright information will be embedded in the digital file.

Terms and conditions – read the small print Image suppliers normally operate with specific terms and conditions. It is advisable to read these and check against your intended use. Sometimes there are clauses that, for instance, restrict the size of any images to be used for presentational purposes.

Your use of the image Images should be used sensibly. Bear in mind that images may feature people who will have thoughts and feelings, as well as owners of premises or equipment. It may well be appropriate to discuss hazards and risks, etc. but you should ensure your comments and any associated text are not defamatory.

Several years ago I decided to invest in upgrading our training materials. I wanted them to be more appealing, stimulating, relevant and professional. I also needed to illustrate key topics, such as the microbiological examination of food and a range of occupational health and safety hazards. I discovered, however, that most of the legitimately available, high-quality material was unsuitable in terms of content, price and licence arrangement. Having a husband who is a photographer and being a keen one myself, the obvious solution was to take our own. We are still passionate about the need for excellence in hygiene, safety and environmental training, and through envirovision we can now invite trainers into a specially-created library supplying pictures to complement your CIEH training materials. The main library is aimed at the publishing, design and corporate markets. The technical specifications for these images are different to those needed for training presentations. Therefore we have created a separate, private collection of pictures for trainers: the ‘Trainer’s Gallery’. Its images are available as prints or downloads. The right to use an image can be purchased through a special, discounted training and education licence. This enables trainers to use an image repeatedly, subject to certain terms and conditions. To access the Trainer’s Gallery you will need to register using the ‘request account’ button on the home page. Then complete the application form and enter ‘CIEH Trainer TX’ under ‘Supporting Information’. On acceptance of your application we will register your account and confirm details by email. Then you simply log in using your username and password for access to images of food production and safety, occupational health and safety, environmental and general public health issues. The website also has extensive search facilities, is continually updated and, to aid trainers, all images are professionally captioned and key-worded. The envirovision website provides full information on how to use the library and search tips for beginners. However, if you should need help or cannot find what you are looking for, simply email or phone. Our hope is that our materials will help trainers to improve their courses, impress trainees and clients, build their business, and support the CIEH in their initiatives to develop more sector-specific training.

Spring 2008 | Trainers’ exchange | 7

TX p06-07 Envirovision.indd 7

11/3/08 12:51:50

Food safety

Ann Goodwin poses the question that continues to baffle the medics

Listeriosis: Why so many cases?

How do you get listeriosis? A person usually becomes infected after eating food contaminated with the Listeria Monocytogenes bacterium. It is impossible to tell whether food is contaminated as it smells and tastes normal. Listeria is widespread in the environment and can be found in raw food, soil, vegetation, sewage and in the intestines of many animals. Up to 5 per cent of the population may be carriers but do not themselves become ill. Once consumed, it can take from one day to three months for the illness to develop. On average it takes about 30 days for the illness to develop and this makes it extremely difficult to obtain an accurate diary of all foods eaten and subsequently find out which food caused the illness. It is sometimes easier to find out which food has been contaminated with listeria bacteria when a cluster of cases are detected. One of the biggest clusters to be investigated was in 2003 and involved 17 pregnant women across Yorkshire, Humberside and the North East. Thanks to routine sampling, the outbreak was linked to butter produced by a Yorkshire and Humberside dairy. Another cluster of cases also occurred in 2003.

The investigation involved two cancer patients who bought sandwiches from a South Wales hospital on the same day and both developed listeriosis. Investigators traced the source back to the sandwich production plant – where they discovered machinery had been contaminated.

another feature of the trend is that europe and the Us are seeing an increase Listeriosis – the facts Listeriosis is a rare, life-threatening food-borne infection caused by the bacterium Listeria Monocytogenes. This bacterium is widely distributed in the environment and the main route of transmission to humans is via contaminated food such as preprepared, cooked and chilled meals, soft cheeses, cold cuts of meat, patés and smoked fish. Although some adults experience

only mild infections of the eye and skin, and gastroenteritis, it can lead to severe blood poisoning or meningitis. One of the most important human foodborne illnesses, pregnant women, elderly people and those with weakened immune systems are more susceptible to listeria. It is particularly dangerous in pregnancy as it can cause a mild, flu-like illness which, although not serious for the mother, can cause miscarriage, premature delivery, stillbirth or severe illness in the newborn child.

No single source

ALAmy; scIence phOTO LIbrAry


he pattern of listeriosis in England and Wales has changed since 2001. There has been an increase in the number of cases from an average of 185 cases per year between 2001 and 2006 compared to an average number of 109 cases per year between 1990 and 2000. The increase has been seen particularly in patients aged 60 years and over. A provisional total of 230 cases were reported for 2007. This represents a 23 per cent increase from 2006.

Studies of foods associated with clusters of cases involving hospital sandwiches and sliced meats have resulted in sampling being undertaken of those types of foods. While traces of listeria were found in the sandwiches and the vacuum-packed cooked meats, none of the food had listeria contamination above the food safety threshold. As more and more work has been carried out on cases of listeriosis, it has become clear that there is no single source of contamination. Another interesting feature of the current upward trend is that Europe and the US are also seeing an increase in cases. Germany mirrors the UK experience with the greatest increase in number of cases in those over 60. Whilst the Health Protection Agency (HPA) battles to understand what is going on with listeriosis, the mystery remains as to why, in certain outbreaks, one particular vulnerable group is affected and not others. In some outbreaks immuno-compromised people have been affected – but not elderly people or pregnant women. In other outbreaks, pregnant women have been affected but no other vulnerable groups. Until the HPA fully understands what is behind this recent rise in number of cases, there can be no new useful advice to consumers and in particular the over 60s, other than repeating the advice given to pregnant women in the 1980s to avoid paté and soft cheeses.

8 | Trainers’ exchange | Spring 2008

TX p08 Listeriosis.indd 8

11/3/08 12:59:43

Training solutions CIEH level 1 awards in food safety completed the suite of new sector-specific food safety qualifications last year. David Newsum traces the transition from certificates to awards

Talking about a new generation


ast year, Dr Belinda StuartMoonlight and I ran a series of six seminars looking at the challenges of delivering sector-specific training in food safety. This article is based on the issues raised by trainers at these seminars. For levels 1–3 there are now sector-specific awards for catering, manufacturing and retail. At level 4 there are two awards only: one for catering and the other for manufacturing. The sector skills council for retail SkillSmart did not consider that a level 4 award was necessary. Each award has its own syllabus – at level 1 the syllabuses for each sector are more or less the same with the common focus being the four Cs: contamination, cleaning, cooking and chilling. At levels 2 – 4 the variations between the sectors are minor but significant. The main differences between the old certificates and the new awards at levels 2 – 4 pertain to new legal provisions and emerging pathogens. So, expect to have to bone up on EC Regulations and enforcement provisions as well as on allergies and viruses.

Syllabuses The syllabuses form the basis of the test spec used to generate examination papers, so trainers are advised to study them carefully before delivering training. This is the best way of developing understanding and confidence about the structure and content of an award. Over time it is easy to drift from the script provided by the syllabus, so think of this an opportunity for you to renew your

understanding of what is required of learners for each qualification. For level 3, for example, I provide the complete syllabus as a grid for learners at the beginning of the course and use this to identify the extent of prior knowledge. Learners can also use this grid to note key points as they emerge during the training programme. By studying the syllabuses and the content of the training packs, you should not experience any problems in delivering mixedsector courses at levels 1 and 3. At level 2 you may need to spend a little time coordinating the content, but there is much in common across the three awards.

Powerpoint presentation Everyone has a view about using PowerPoint presentations. Trainers attending the seminar series agreed that the CIEH PowerPoint presentations provide a useful framework or starting point, but that trainers must take control and adapt content to suit their learners. Minor adaptation of existing slides is permissible under the terms given by copyright statement on the credits page of the manual. You may, for example, revise text or animate the presentation, or you may prefer to create your own presentation using your own images. PowerPoint has interactive potential, if you invest time in finding out about the programme. Remember, however, that PowerPoint is not a training method but simply a convenient presentation tool. Don’t let presentations dictate your training

style – try to ensure learners are exposed to a variety of learning approaches.

Activities The activity sheets supplied as part of the trainers’ notes manual provide effective learning opportunities. When learners engage with the material, and create their own version of the knowledge, this can aid recall. The activity sheets provided are logical and highly structured. This style suits left-brain dominant people, but is not so good for ‘right brainers’. For more about left-brain and right-brain dominance visit braindominance.htm I am often asked by trainers to help them be more creative in the delivery of their training courses. It is easy to make any activity more creative by discarding the sheet and retaining the idea. You will find using a variety of activity formats will keep your learners interested and stimulated. Simply ask learners to present their answers to an activity in the form of a Mind Map (more at – this is guaranteed to unleash their creativity and provide a welcome relief from all the talk and PowerPoint. Or you could ask learners to feed back their responses in other ways – such as: l acting it out in the form of a mime l using it to produce a wall poster or design a quiz l presenting it as a song or nursery rhyme l set a strict time limit, nominate a team leader for each group, and then challenge the groups to complete the task without any talking! Spring 2008 | Trainers’ exchange | 9

TX p09 Media feature.indd 9

11/3/08 13:01:03

Talking Training! conference Take one memorable evening, workshops galore, 155 CIEH trainers and the results are anything but textbook. Kitty Gould, Marketing Executive and teacher, was on hand

getting etting to kno I

t’s 4 December 2007 and my suitcase is packed, my ticket is booked and I am about to experience my first ever Talking Training! conference. After a couple of hours of Viva Las Vegas on repeat, I enter the bright lights of a rejuvenated, if windswept, Birmingham city centre and prepare to experience just what makes the CIEH’s annual trainers’ conference such a popular and unmissable event. Is it really as enjoyable and educational as many of you have told me and, as a teacher myself, what can I learn from this event? With the dulcet tones of Sinatra swinging in my head, I prepared for the Talking Training! social evening. Resplendent in 7” platform shoes, I was offered a welcome glass of wine and ushered into a vast, festive room already brimming with talk and laughter. About a hundred people were catching up with old friends and networking at the same time. Delegates tucked into a delicious buffet while I discovered that, beneath all the banter, trainers are passionate and committed to raising standards. Numerous delegates told me the social evening

The social evening enables me to network and gain from others experiences in the field

sets the tone for a great conference and helps make newcomers feel welcome. Rod Harris, a trainer from the Food Training Hygiene Centre explained, ‘The social evening is a great way to kick the conference off – it provides an excellent opportunity to meet colleagues informally before the seriousness of the conference.’

Let’s get quizzical After a vibrant introduction from Marianne Phillips, CIEH Director of Product Development and Delivery, attention turned to the great quiz. It was a competitive and hard-fought battle and most fared far better than your reporter, whose general knowledge mysteriously evaporated. The ‘Hell’s Angels’ were narrowly pipped at the post by the bright-eyed ‘Bed Whistles’ who triumphed over the likes of ‘Rod’s Whipper-Snappers’ to win copies of the brand new second edition of Managing Food Safety. Winning team member Peter Hare, a training facilitator from PH Training said: ‘The social

evening was the most important reason for my attending the event. It enables me to network and gain from others’ experiences in the training field, particularly as I am selfemployed. The evening was a total success for CIEH – our table won the quiz and were given an assortment of CIEH course books.’ Before the rest of us had the chance to play sore losers, the raffle had commenced. In classic ‘it could be you’ style, goodies ranging from a luxury Christmas pudding to a bottle of bubbly were given away to the delight of the lucky few. Pauline Bradbeer, who works in quality assurance at Witwood Food Products Ltd, scooped first prize of a complimentary event workshop in 2008.

The morning after The next day it was down to the serious business of the conference. With numbers up 14 per cent on last year, 155 delegates joined me to hear Marianne’s introduction followed by the main talks. These were very in-depth, detailing the latest heath and safety and food safety legislative and government initiatives. There was an enormous amount of important information to take in and the tea break that followed allowed us to reflect on the morning presentations before the workshops commenced. My first port of call was Adrian Green’s session ‘Managing and motivating difficult delegates’. Adrian, a training provider for The Development Company, was an engaging speaker who used trainers’ experiences to outline common types of difficult behaviour. He presented practical solutions, encouraging audience input throughout. It was clear that everyone enjoyed the session as well as learning lots from it. Over a biscuit in the afternoon, I cornered Adrian to get his feedback: ‘The day has been fantastic! Trainers are clearly here to learn so they have been very receptive to my workshops. Many have told me how much they enjoyed the sessions, which is always great to know.’ Next I found Skye Mackie’s session on e-learning engaging and full of relevant information. Skye, a former CIEH Registered Trainer and now general manager at Skills Boosters, unlocked complex technological terms, and demonstrated how to take advantage of the latest IT training tools and incorporate them into teaching effectively. As she explained, ‘E-learning can be a minefield. I distil this topic, showing delegates tailored hints and tips to apply

e-learning to their own courses and teaching.’ The mark of a great conference is often the lunch conversation. Over a selection of hot and cold choices, there was the buzz of discussion about the morning programme as trainers exchanged ideas and shared advice. I chatted to Peter Kingham, Managing Director of SPA Training, to get his view of the morning:

10 | Trainers’ exchange | Spring 2008

TX p10-11 Talking training.indd 10

11/3/08 16:11:18

now you The fun and games were interspersed by informative workshops and the allimportant awards ceremony attended by Marianne

‘I have really enjoyed myself, it has been brilliant and I am looking forward to attending the e-learning session. Our main business is to run tutored courses but it is such an important topic and I don’t want to be left behind in today’s competitive environment.’

A busy afternoon Following lunch, I made a beeline for David Newsum’s session, and for a second I wondered if I had stumbled upon an art gallery rather than a workshop. David Newsum has an impressive reputation among trainers for his radical, engaging approach to training sessions. His enjoyable workshop transformed a magnolia meeting room into a techni-coloured dream room bedecked with flipchart art. David inspired all who attended to rethink their training materials and look at alternative ways to present information to learners. I certainly will not see the humble flipchart and marker pen in quite the same way again. One of the main issues concerning many trainers is how to market their services effectively. Simon Gannon, CIEH Marketing Manager, led an amusing and informative session outlining the best means for trainers to publicise their business. Many trainers remarked to me how useful they found the workshop as they tended to underestimate the importance of marketing in ensuring business success. Other sessions similarly inspired, motivated and interested delegates, aided by the facility to make their workshop selection prior to the conference. Sadly for me, like many others, the rest of the day passed all too quickly and I would have liked more time and opportunity to explore relevant topics in the workshop settings. After coming back down to earth and tucking away Viva Las Vegas for another year, I reflected on my first ever Talking Training! conference. It was certainly both engaging and entertaining and I remain touched by the friendly professionalism of the trainers. Delegate Karl Mills, a Safety Training Officer from Walsall MBC, summed it up for me by stating, ‘Talking Training! provides a great way to improve your training whilst networking. It allows me to consolidate my vision for 2008, looking to the next year and beyond.’ The events team are already implementing feedback from this year’s delegates for Talking Training! 2008. They are focusing on shortening the plenary sessions and expanding the workshops to ensure that trainers can maximise the benefits of attendance. I am certain, with these adjustments, Talking Training! 2008 will be another date you will not want to miss. To register your interest and find out more about Talking Training! 2008, to be held at Victory services club, Marble arch, London on 3 and 4 December, email Spring 2008 | Trainers’ exchange | 11

TX p10-11 Talking training.indd 11

11/3/08 16:11:46

Training solutions


he changes in food safety regulations introduced on 1 January 2006 as a result of EC Regulation No. 852/2004 were highly publicised and started a debate about food safety across the EuropeanUnion. Food safety standards are being raised further as the battle continues to improve all areas of the food chain across the EU. Quality training of food handlers will drive these changes forward and this could herald new markets for the CIEH and its established network of food safety trainers. In November last year I left the cold, frosty mornings of the UK winter and headed for a week long adventure in the sunny climate of Phapos, Cyprus. The trip was the culmination of a year of planning and collaborations that were instigated by one simple enquiry from a Cypriot food business: ‘Is the food safety training you deliver relevant in Cyprus and would the qualifications be recognised by the Cypriot licensing authorities?’ I set about trying to find out and, as I researched the issue and made contacts, something slowly dawned on me that I had not previously considered. Yes, I could transfer elements of my UK-based food safety training activities to other locations in Europe. What’s more, the brand recognition of CIEH qualifications would be very advantageous in this quest.

Making contacts I enrolled on the UK Trade and Industry’s Passport to Export Scheme, which was operated through my local Department of Trade and Industry office. This gave me the general information I needed to assess the feasibility of European trade, access to an individual advisor and part funding for a fact-finding trip to my preferred destinations. Using links gained through the Women’s Business Network UK I was lucky enough to enlist the support and skills of Barbara Wray an expatriate restaurateur/trainer in Phapos to research local needs and make contact with the appropriate people. Barbara’s vision was to expand activities at her restaurant to become a centre of excellence

for food. She planned to offer training to improve standards of quality and service within the expanding hospitality sectors and, naturally, food safety training was considered fundamental. In June 2007 her restaurant, Gastronomie, became a registered CIEH centre for both the level 2 and 3 food safety awards. November 2007 saw both the launch of the centre and the first candidates to complete CIEH training.

The launch The glittering black tie, champagne launch was a magnificent success and Elena Orphanidou Rhodes, Head of the British High Commission, officially opened the centre describing the intention to bring British trainers’ expertise to Cyprus as a ‘visionary initiative that expands international links’. In her speech, Elana made glowing references to the history, eminence and principles of the awarding body and its trainers. Officials from the Cyprus Tourism Organisation (CTO) in Phapos, who license food premises, also attended the event and were very optimistic about the future possibilities. Kyriacos Charalambous, senior CTO inspector, was keen to understand more about the different levels and content of CIEH qualifications and how they relate to the Cypriot catering industry. It is hoped that CTO representatives will have an input into future training events. A statement from Des Hancox, Director of Customer Support and Sales at CIEH, wishing the centre well and echoing the positive message of European trade links was read out at the event and featured prominently in the press packs and information displays. The event was covered by all sections of the media with a mini-documentary planned using TV footage of the event and interviews with food industry guests. The first food safety courses were remarkable only in the respect that they were almost exactly the same as the average course in the UK (apart from the fact that it was so sunny outside in November). The group were the same mix of motivated employed and self-employed individuals who participate well and have a variety of motivations for attending the training. I am really confident that the collaboration will continue to develop, driven by local

Barbara planned to offer training to improve standards of quality and service within the Cyprus hospitality sectors

Christine Clark, CIEH Registered Trainer, shares her experiences of delivering food safety training in Cyprus

Sun, sea, sand and training 12 | Trainers’ exchange | Spring 2008

TX p12-13 Cyprus.indd 12

11/3/08 13:02:27


requirements. As a trainer working internationally I have found the experience of delivering training motivating, enlightening and inspiring and, what is more, I am proud of the fact that the skills I have developed over many years in the UK can now be of benefit to others across the EU.

Candidate profiles Maureen is a self-employed sole trader who makes celebration cakes supporting the huge wedding industry in Cyprus. Maureen has been asked by a number of the large hotels she supplies if she has a HACCP document. She sees the CIEH training as her first step to gaining the expertise she needs to recognise the hazards associated with her business and construct a workable document. Jana works as a shop supervisor in specialist delicatessens and will use her skills to train new staff and oversee the varied activities of the shop. She feels the certificate she has gained will be a visual confirmation to customers, from many EU countries, who use the store that food safety is paramount.

candidates (L–r) (L– Janna Vetter, anita spicer, Frances heyward and Maureen Dummer

Five things I have learned during this process l Don’t get discouraged when things move slowly – look upon the whole exercise as a learning curve in self-development. It may bring you out of your comfort zone, but this can only be positive. l Appreciate the benefits of the CIEH brand. The organisation has a history and status that is unrivalled. Don’t

expect clients to appreciate this at first – you need to prepare background information highlighting the merits of the awarding body and its standards. l Linking to international trade schemes will help you to make the contacts you need all the sooner and may even give you access to

funding schemes that can help you research a new market. Look out for trade missions to other countries often organised by the Chamber of Commerce in different regions. l Try and partner with a contact who lives at your preferred trading destination to help accurately guage the local markets.

l Never assume that any EU destination has structured food safety training in place at a local level or that they will be resistant to input from UK CIEH trainers. In my limited experience I have found that CIEH training programmes have been welcomed wholeheartedly.

Spring 2008 | Trainers’ exchange | 13

TX p12-13 Cyprus.indd 13

11/3/08 13:02:46

Profile Events and the personalities behind them Aiming to promote healthier lifestyle choices using simple strategies Dr sarah schenker is a qualified, state-registered dietician, accredited sports dietician and registered public health nutritionist. A regular contributor in the media, she has worked with Ewan McGregor on the documentary, Long Way Round and was involved with Jamie Oliver in Jamie’s School Dinners on Channel 4 (2006). Sarah is now turning her attention to trainers, sharing her health and nutrition expertise with them to promote healthier lifestyle choices in the workplace. This will ensure trainers are up to speed on this topic in order to support employers and employees to choose healthier lifestyle options both at home and in the workplace. ‘Many people assume they already know about maintaining a healthy lifestyle and shifting this perception is half the battle! Wading through conflicting and confusing food labels is complex and time consuming, and some supposedly healthy choices can turn out to be very high in sugar or salt and not necessarily as healthy as they originally appeared. I use my experience to show trainers how to engage their students appropriately across many sectors, helping students to make long-term, effective choices in their lifestyles, supported by employer workplace policies. I use

interactive discussion, props and images to inspire participants. Trainers will be able to utilise their new knowledge to promote a healthier existence, using language and strategies that people can easily understand. Additionally, I am looking forward to focusing on the skills required to deliver the Level 2 award in Healthier Food and Special Diets in a range of settings, for trainers wishing to register for this qualification. With the Government already increasing investment in preventive measures and pushing ahead with

shifting people’s assumptions about a healthy lifestyle is half the battle!

workplace health initiatives from cycle-to-work schemes to healthier office vending machines, it is vital for trainers to understand the part they can play in supporting this. The importance for health to be tackled in workplaces, schools and other professional settings is key to improving the UK’s health and reversing obesity trends.’ For further information on Dr sarah schenker visit For further information on the ‘nutrition and Balanced eating’ workshops for trainers running this year visit

Arming trainers with up-to-date legal information that shows how commonplace conflict is Dariush Mohandes has 18 years’ health and safety experience and describes himself as the ‘least popular person in the world’, having trained 3,000 parking attendants, traffic wardens and traffic civil enforcement officers in duties that include conflict resolution. He believes the message must be rammed home to their employers. ‘Today it is vital that trainers and employers ensure they are adequately protected from the real risk of litigation. If a trainer holds a conflict resolution training programme and an employee who attends that course is subsequently attacked when carrying out their work, if they choose to seek recompense in the eyes of the law, the trainer could be deemed to have not provided the adequate training required and, therefore, may be deemed liable. Delivering QCA accredited qualifications such as the CIEH Level 2 Award in Conflict Resolution and Personal Safety immediately lowers any risk. CIEH qualifications provide the reassurance both employers and the courts need to demonstrate the trainer is capable and qualified to deliver conflict resolution training. This in turn reduces a company’s liability. Current UK law takes this standpoint and it is, therefore, vital that employers tackle conflict with a defensive strategy to reduce employee risk, liability and protect both them and the public.’

Dariush supports trainers by using workshops to arm them with the combination of up-to-date legal and practical information and workshops include a range of film and interactive exercises to demonstrate how commonplace conflict is and get participants thinking about exactly when an incident turns from a disagreement into something more serious. Different reactions to defuse or increase conflict are assessed, detailed legislation focusing on law with regard to minimal force examined and what constitutes a defensive/offensive weapon analysed. ‘For trainers to teach conflict resolution effectively they need to know how to develop conflict strategies they can employ when delivering their own training in the future. Irrespective of whether a trainer is looking to deliver or currently delivers conflict resolution training I am certain that they will

it is vital trainers and employers are protected from the risk of litigation benefit and be inspired enormously from joining me for the day, sharing their own views and experiences and learning from myself and their colleagues’ experiences.’ For further information on the ‘addressing the challenges of conflict resolution’ workshops visit

14 | Trainers’ exchange | Spring 2007

TX p14 Profiles.indd 14

11/3/08 15:05:59

Training TODaY

QUesTiOns, PrODUcTs, resOUrces anD aDVice

TX Photo competition of the year

To publicise the fantastic work our trainers and centres do, our new TX photo of the Year competition will showcase examples of all the successful courses run each year. We’ll feature the best photos in Trainers’ Exchange and there will be a special prize for the photo judged to best exemplify the competition theme – ‘Certificates in Action’. competition theme We are specifically looking for photos of successful students holding CIEH certificates – preferably in their place of work (if you work in a college and you are teaching full-time students, photos of students in a training environment would be good, too). Most importantly, we want your entries to be engaging, eyecatching compositions – follow some simple guidelines (see www. how_to), experiment and have fun. Who can enter? The competition is only open to CIEH registered trainers and staff of CIEH registered centres. It is not open to professional photographers. how to enter l Entrants can submit as many photographs as they want. l All photos must be sent in electronic format, preferably JpEG. l photographs should be accompanied with

TX p15 training today.indd 15



voucher a short for your description favourITe stating the shoP names of everyone involved, where the picture was taken and when the certificates were awarded. l Entrants should include their contact details, including a daytime telephone number. l Entries should be emailed as attachments to marketing@ or posted to Marketing Department, CIEH, Chadwick Court, 15 Hatfields, London SE1 8DJ. l The deadline for entries for the summer issue of Trainers’ Exchange is Friday 2 May 2008. l The CIEH may use any photos submitted for marketing purposes. If you do not wish a photo to be used in this way, please inform us.

Terms and conditions By submitting any photos, you explicitly grant the absolute right and permission to use or publish the photograph(s) in any medium, throughout the world, without any restriction whatsoever as to the nature of the use or publication or as to the copy of any printed matter accompanying the photograph(s). You also understand that the images may be altered, and that you waive the right to approve of any finished product and that you do not own the copyright of the photograph(s) concerned.

in this section of Trainers’ Exchange you will find information and advice about delivering cieh training. Helen Hartropp, Quality Assurance Manager, writes about some of the sanctions that can be imposed to ensure that all CIEH registered centres and trainers comply with CIEH procedures. Simon Gannon, Marketing Manager, provides some useful advice on data management. Jon Flatman, Customer Services Supervisor, provides the points to note on Trainers’ Notice Board. On page 18

we include some tips to help trainers protect their voices and deal with nerves. This issue’s ‘Trainer’s life’ focuses on Linda Dixon who works for one of the leading care agencies in the North West.


Freq uently asked que stio ns can i hold stocks of cieh examination materials? centres may retain stock of all cieh examination materials except Level 4 examination papers, which are regularly changed to preserve the integrity of the qualifications.

Why do i need to log in to the cieh website? Logging in to the secure part of our website will give you access to our complete procedures manual and our current order forms and pricelist. You need to know your centre number or trainer number. The secure part of the website will gradually evolve to include full selfservice options. new centres and trainers need to apply for a log-in by emailing customerservices@

Do you offer examination papers in foreign languages? The cieh offers many examination papers in many foreign languages. if you require multiple choice exam papers in a language we do not currently offer, you can take advantage of our Why can’t i log in? on-demand foreign language You should log in using either service. For a set minimum your centre number or trainer order, we will translate any number – not both. The centre ation examin multiple choice number should be entered papers into any language. as the five digits only (no if you would like to place letters). if you still cannot log more require or an order information on foreign papers, in, complete an online contact form (include your centre or please call sales on 020 7827 trainer number) and we will 5900 or check our website on then rectify the situation. Spring 2008 | Trainers exchange | 15

11/3/08 13:04:42

Quality assurance Helen Hartropp The use of audit suspension and withdrawal of centre and trainer registration

Ensuring the compliance of centres All awarding bodies are regulated by the Qualifications Curriculum Authority (QCA). As part of our obligation to the QCA, we are obliged to monitor our centres and ensure that all are following the CIEH Centre and Trainer’s Charter (signing up to these charters being a condition of registration). Most centres follow the CIEH charters assiduously and comply with the CIEH Procedures Manual (available on the CIEH website at Some centres do not take as much care as they could to comply with CIEH procedures. When we have any concerns about the conduct of a centre and/or trainer, we make certain they conform by placing an audit suspension on both the centre and the trainer. This means they do not gain advantage over others. What does audit suspension mean? An audit suspension means that you can continue your training, and send the examination and assessment materials to the CIEH but you will not receive your certificates. The certificates are withheld by our processing department until the action required of the centre has been completed. An audit suspension may occur for many reasons – it may be as a result of centre non-compliance (centre suspension) or a trainer non-

compliance (trainer suspension) or both. The use of the audit suspension process allows us to meet the QCA’s requirement of developing, maintaining, assessing and monitoring CIEH accredited qualifications. There are many valid reasons for us to impose this action on centres and/or trainers – for example: 1. A serious malpractice investigation. We are obliged by the QCA to investigate all complaints and allegations concerning the practices of our centres and trainers and we may be obliged to impose an audit suspension whilst we are investigating complaints and allegations. 2. To obtain responses from centres during the audit process. Some centres ignore the deadlines imposed on them during the audit process. So as not to disadvantage the diligent centres who comply with the audit schedule, we must take action against those centres that fail to comply. How is the audit suspension removed? In the case of malpractice, the suspension will be removed when the investigation is completed. The sooner the centre/trainer under investigation responds to the complaint inquiries the sooner we can complete the process. An audit suspension may be

imposed on a centre if there is failure to respond to audit deadlines – again as soon as the centre has complied with the requirements of audit in a satisfactory manner, the suspension will be lifted. Once the audit suspension has been lifted – the certificates are released to the centre and can be issued by the centre to the clients and candidates in their normal way. The use of audit suspension is not something new. All centres who have been audited will know of its use. All centres undergoing the audit process are notified of this penalty with regard to the completion of the mandatory requirements. In the audit reports sent to centres, it states: ‘If we do not receive these requirements by this date, we regret to inform you that your centre registration will be suspended and you will not be able to apply for certificates. The purpose of this suspension is to ensure the standardisation of practice is maintained across the training network and that the quality of CIEH qualifications is not compromised.’ The audit suspension is placed

The use of the audit suspension process is not something new

on the centre automatically by the Quality Assurance Department when a deadline has been missed. Anyone with a schedule query should make contact with Gavin Herrington or myself to discuss the matter well before any deadline. Withdrawal of a centre and/ or trainer registration This occurs after a malpractice investigation has found grounds for the complaint. The registration is withdrawn from the centre and trainer responsible for the malpractice. An appeal is allowed to Marianne Phillips, Director of Product Development and Delivery, and, if refused, the withdrawal of CIEH registration is undertaken. This means the centre and trainer will not be allowed to deliver training programmes for CIEH qualifications (see the ‘Procedure for suspected malpractice’ in the Procedures Manual). The QCA is informed of any withdrawal of registration so that other awarding boards maybe notified. For questions about the audit process, contact Gavin Herrington, Quality Administration Assistant, Helen Hartropp is Quality Assurance Manager at CIEH

new examination papers available CIEH Level 2 Award in Principles of risk Assessment QCA accredited, this qualification is designed to raise awareness of the main causes of accidents and ill health and their implications for people in the workplace. This one day training programme also covers the legal requirements, principles and process of risk assessment. CIEH Level 3 and Level 4 Awards in Health and safety in the Workplace In response to the new national occupational standards for health and safety, the CIEH is releasing two new qualifications – CIEH Level 3 and Level 4 Awards in Health and Safety in the Workplace. These new awards replace the old intermediate and advanced certificates. To find out more about these qualifications and download the syllabuses, please visit To order the examination papers for these qualifications, please contact the sales team on 020 7827 5900 or email

16 | TrAInErs’ ExCHAnGE | Spring 2008

TX p16 Helen Hartropp.indd 16

11/3/08 16:56:53

Promoting success Simon Gannon Database control needn’t be daunting with a nod to budget and an eye on the future

Do-it-yourself data management Inaccurate data causes wastage of resources and revenue, not to mention damage to your brand image when promotions are badly targeted. CIEH Marketing Manager Simon Gannon suggests some simple remedies to help you wrestle back control of your in-house information.

Understand your current database The most significant advantage of managing your own data (rather than asking a third party to do it) is that you will know and care more about the database than an external supplier. To exploit this advantage, be sure to know who runs the current database, what type of data is held and the volume of data you have. You should also think about the main function of the database and the features of your system (e.g. mail merging, complex searches, etc.). Decide your current need… Ask yourself if you use all the features of your database and decide whether you need anything extra. To help you do this, prioritise the functions and features in order of importance to decide how sophisticated the new system needs to be. The main point is that you will have to make the database work for you and the long-term success of this project starts now. …and your potential need in the future Try to think what your organisation might need from


Do-it-yourself data management Managing your in-house database is essential for successful marketing activities. It can help the business with everything from direct mail activity to examining customer buying patterns. The good news is that with the array of cheap storage options and easyto-use software packages around, buying your own database has become a simple task.

database functionality in the future. This is quite difficult, so remember that the extra functions you don’t use now can often be switched off until you do need them. If you’re unsure of what’s possible, have a look at Wikipedia’s summary of databases ( Examine your options Start researching possible solutions and shortlisting them according to your personal requirements. The web is the obvious choice for this, but you might consider looking at IT and data magazines for more specific help. Try to limit the solution to three or four packages then assess them according to your needs. Ensure value for money Conduct a cost–benefit analysis to see which of the solutions will be most cost effective. Just as the system’s features are important in making a choice, the price of the

system and its installation needs to be in the right ball-park for your budget. Speak to others Up to now, you’ve trusted claims made by manufacturers. Apart from piloting trial versions of the packages, which are often available, you can’t beat the opinions of people who use the

Be sure to know what kind of data is held and the volume of data you have systems daily. Speak to friends, family and colleagues to see if anyone uses the systems you have in mind. Online forums are also a pretty good gauge of usability, though opinions on forums tend to be in the extreme, ranging from very, very good to very, very bad. Using impartial software

comparison sites like www.which. may also be helpful. Time to take the plunge You’ve done your research, double-checked costs (including staff training if required) and had answers from the supplier – so it’s time to buy. Try last-minute leveraging over favourable credit terms, free training and other add-ons, and schedule the implementation at a time to suit you. Now you can begin to achieve a return on your investment and build your business. Good luck! Like what you’ve read? Our monthly e-newsletter, exchange, publishes marketing tips to help you promote CIEH qualifications. To subscribe, simply email your name, email address and company name to Simon Gannon is Marketing Manager at CIEH

Spring 2008 | Trainers’ exchange | 17

TX p17 Simon Gannon.indd 17

11/3/08 13:06:19

Trainers’ noticeboard Jon Flatman Customer services staff are keen to provide you with the support, information and advice that you need to deliver training for CIEH qualifications. Here are some points to note. Enhanced Customer Services Frustrated with automated telephone sequences? Fed up with talking to a machine? Had enough of being passed from department to department? We’ve all had such problems at one time or another. Here at CIEH Customer Services we want you to get through to the right person first time, so we’ve streamlined our telephone system. Call 020 7827 5800 and select option 1 to speak to customer services. Lines are open Monday to Friday, 08.30–17.30. A dedicated sales team is available Monday to Friday 08.00 –18.00 to take and process your orders. Get the sales desk on 020 7827 5900. Prefer to send us an email? – we guarantee a response to all enquiries within two working days. To keep up to date with what’s happening in customer services visit Are you registered? In accordance with the procedures

for the delivery of CIEH qualifications, centres and trainers are reminded that training can only be delivered by a centre registered for the subject using a trainer also registered for that subject. Where the registration process is not completed prior to the delivery of a course, a penalty fee of £50.00 will be applied. This is in addition to the standard registration fee. Registration will also remain subject to satisfaction of the registration criteria. Results submitted will not be processed until registration is successfully completed. Photocopied exam papers/ assessment records The use of photocopied assessment documents is prohibited except where prior approval has been agreed and confirmed in writing. Written approval, quoting the authorisation number, must be submitted with the results. CIEH reserves the right to not process photocopied assessment documents submitted without an authorisation number. Authorisation is subject to approval and will not be given to accommodate short-notice courses or to allow for additional candidates. New level 3 and 4 health and safety awards In response to the new national

occupational standards for health and safety and the end of the QCA accreditation, the CIEH is releasing new health and safety awards at level 3 and level 4. The Level 3 Award in Health and Safety in the Workplace will replace the Intermediate Certificate in Supervising Health and Safety when the QCA accreditation for this qualification ends on 30 April 2008. The Level 4 Award in Health and Safety in the Workplace will replace the Advanced Certificate in Health and Safety in the Workplace when the QCA accreditation for this qualification ends on 31 March 2008. Full details on the new awards and the transition process has been sent to all registered centres and trainers. Level 2 Award in Principles of Risk Assessment The examination papers for the CIEH Level 2 Award in Principles of Risk Assessment are now available to order. This award is assessed by a 30-MCQ examination paper. Centres and trainers registered to deliver the Level 3 Award in Risk Assessment – Principles and Practice have been automatically registered for the new level 2 award. Full details of the qualification can be viewed at or by contacting Customer Services. Withdrawal of Hazard Analysis The CIEH Intermediate Certificate in Hazard Analysis and the CIEH HACCP in Practice have been withdrawn. Results for courses held after 31 January 2008 will not be eligible for certification. These qualifications have been replaced with the CIEH Level 3 Award in HACCP for Food Manufacturing and the CIEH Level 3 Award in Implementing Food Safety Management Procedures. These awards are designed to meet the needs of the manufacturing and catering sectors. Candidates should undertake the qualification appropriate to the sector in which they work. Further information on both awards can be seen at or by contacting Customer Services. Update and Options The Foundation Food Hygiene Update and Food Hygiene Options have been withdrawn from sale. For centres holding stock of unused papers, we will continue to process results and provide certificates up to 30 April 2008 for Update and 31 June 2008 for Options. Results received after these dates will not be processed.

Trainers’ tips Kitty Gould Nerves can momentarily get the better of the best, so relax... BREATHINg BREATHIN Speaking is breathing – if you can learn to breathe properly, your voice will last a long time and you can protect if from damage. Stretch your upper body to help warm up and support your voice for the day ahead. Circle your arms in an arc above your head then raise one after the other and stretch out each side of your upper body. It really does help. To breathe properly stand or sit with a straight back, then inhale through your nose and exhale through your mouth. Next: 1. Place your hands on your tummy and slowly breathe in


through your nose – you should feel your tummy expand. 2. Your shoulders should stay relaxed and your posture unaltered – if your shoulders rise, you are shallow breathing and this is incorrect. 3. Hold for 10 then gently exhale and feel the cushion of air in your stomach slowly sink in, but not collapse. The movement you felt in your stomach is the correct way to breathe for support. The more you practise the easier and more natural it will become. When speaking in public try as much as possible to breathe like this. You will discover you can raise your voice, alter its pitch

and tone and also add authority to your natural vocal sound without the need to shout and possibly damage your vocal chords. Yawn more – this motion relaxes all the muscles around your mouth and neck and is a great natural stretch. Each morning try to practise breathing correctly by holding for 10 counts before gently exhaling out on an ssssss; increase the number of counts as you get more advanced. Practise speaking each vowel sound out loud as you exhale, slowly emphasising the vowel sound as you do. Alter the pitch as you get more comfortable with your sound.

DEALINg DEALIN WITH NERvES When you are nervous, everything tightens up and your mouth gets dry. Practise the correct breathing technique, breathing slowly and deeply and concentrate on holding each breath correctly for more counts than the last – this is a perfect distraction from your nerves and great for your overall voice


P PROPER PREP Stand in front of a mirror or record yourself as you run through part of your lesson or speech and analyse your posture – is there tension in your neck, do you tilt your head to one side? If you are aware of where you carry tension, you can address it.


18 | TRAINERS’ ExCHANgE | Spring 2008

TX p18 Notice board.indd 18

11/3/08 13:08:13 for up-to-date details of all events contact: Pauline Joyce, email:

Trainers’ Events

exhibitions 1-2 april care show Bournemouth international centre 6–9 april Foodex-Meatex Birmingham nec For free entry tickets please email 1–2 May Pace conference & exhibition Whittlebury hall northamptonshire

8 7 11


13–15 May safety & health expo Birmingham nec

12 9

11–12 september nacc conference & exhibition hilton Birmingham Metropole


8–9 October h&s 08 reebok stadium, Bolton

10 6


See Trainers’ Events brochure included in this issue of TX

4 13


Trainers’ forums 1 north West 15 October Venue TBC contact: claire hussey 2 eastern

14 april and 13 October Breckland Lodge, Attleborough, Norfolk contact: Vic george 3 London

29 april London South Bank University contact: alison Jones 4 south east

14 May & 12 november Council Offices, Kings Hill, West Malling, Kent contact: Linda Deppe or Phil Beddoes 5 hampshire & Dorset 21 October Paulton’s Park, Romsey contact: gary Weldon-Jones garyweldon-jones@paultons. 6 south Wales

17 april Barry, Vale of Glamorgan 5 June Parc Golf Club, Newport 15 October Innovation Centre, Bridgend Science Park contact ann Williams or geoff Tookey geoff.tookey@

7 northern ireland 8 October CAFRE, Loughry Campus, Cookstown contact: Jonathan Mccomb 8 north east

19 november Matthew Boulton College, Birmingham contact: Pauline Barker 11 north Yorkshire

3 October Kirkley Hall, Northumberland contact: rosie Jones

29 October Scarborough contact: Bryden simpson bryden.simpson@scarborough.

9 east Midlands 23 april Shipstones Business Centre, Nottingham contact: Kevin Ward

12 West Yorkshire 1 December Saltaire, Bradford contact: abida Malik

10 West Midlands

13 south West

20 May Stratford upon Avon contact: nicola Baylis nicola@

25 november Liskeard, Cornwall contact: ann Blease

Spring 2008 | Trainers’ exchange | 19

TX p19 trainers events.indd 19

11/3/08 14:30:53

Trainer’s life Linda Dixon Training in a stable is all part of a day’s work for Linda Dixon

Nursing an urge to train Linda Dixon is a CIEH registered trainer and registered manager at Allcare Agencies, one of the leading care agencies in the North West. She works on both the nursing agency side and the training side of the business, utilising her experience in both fields to raise health and safety standards within the care sector. She is also responsible for designing new training courses for Allcare’s diverse client base. What is the most overused word in training? Issues – in every session, delegates tell me their individual issues and are often surprised when other delegates have differing views to theirs. A trainer has to navigate through this whilst imparting the course knowledge. Having experience and being confident is essential to manage these moments. What is the biggest challenge to professional trainers? Understanding the complexities of the care sector and its specific needs. Trainers must be very clear and precise with the terminology they use during their training sessions. Trainers need to be aware that even simple

phrases can be misinterpreted or misunderstood by different groups of learners. The ability to adjust delivery accordingly is vital. Sometimes trainers do not realise the importance of this in the care sector. What is the biggest opportunity in the next couple of years? Allcare is expanding the training side of the agency because there is a real need to raise standards within this sector as the demand for care and nursing homes increases. Through my practical work, I am able to demonstrate the key role accredited training plays in ensuring the care sector can provide high quality, professional care to those that depend on it. A huge part of this is ensuring that employees feel valued and supported. At present Allcare is looking to run additional courses to support the care sector and its staff. How do you find new customers? Word of mouth. I have been in the business 10 years and have trained thousands of people, so word has spread. We have approximately 150 regular customers and they often

recommend us to others. Keeping our training standards high means we are able to ensure we maintain a good reputation. Additionally we attend networking events across the UK attended by many health sector organisations. This type of event has proved very successful in generating new business leads. Do you have a dream customer? Someone who recognises the need and wants to learn. Who would you most like to have in a training session and why? Apart from George Clooney. . . the answer would have to be senior management. If they attended a course, then I am sure they would immediately realise the value of our work and be far more likely to endorse staff training. At present, not enough senior managers attend training courses so are not always able to see the value and importance of what we do. The more we educate the employers, as well the employees, the easier

The students stood next to the ponies, who were equally attentive

we can all work together to raise standards. Who would you least like to have in a training session and why? My boss. Like many people, I find it very hard to relax and be natural when being observed by my boss – although I have no problem with other assessors. What is the most amusing thing that has happened in a training session? I once ran a session in a stable with horses. I was at the door with a whiteboard, complete with wellies, whilst the students were standing next to the ponies, who were equally attentive. Tell us one thing you like about the CIEH? The customer service is second to none. I am always able to speak to someone at CIEH who knows all about training and this saves me time and hassle. What is the one thing you wish you had known when you first started training? That being a trainer is primarily something you learn on the job as you gain experience and no two days are ever the same.


North West nursing homes come within Linda’s remit

gE | Spring 2007 20 | TraINErs’ ExCHaNgE

TX p20 trainers life.indd 20

11/3/08 13:11:02

Trainers Exchange  
Trainers Exchange