Threat and Error Management Training Course

Audience:

• Any management or leadership role.
• Project Members Looking to enhance their team skills.
• Any operational leaders looking to enhance their inter-personal skillset.

Overview:

This course is instructor led, delivered by highly experienced human factors specialists who have delivered high quality training to numerous high-risk industries including aviation, nuclear power, oil & gas producers, health care and elite sport. The importance of risk and safety awareness is emphasized throughout the delivery with the use of accident case studies from multiple industries. The course takes the candidate through the basic functions of human cognition and show how this understanding can be crafted into practical tools. This tool set can then be brought into the workplace environment at practical, policy and process level in order to enhance performance, efficiencies and reliability. The course is particularly relevant to companies who are increasingly using new technology. The use of checklists and appropriate application of standard operating procedures is thoroughly explored. There is a particular focus on operational risk and how decision-making performance under situations of pressure. The course culminates with a focus on the human factor characteristics of high performing teams and considers what we can all learn.

By the end of this training, participants will be able to:

• Understand the basic principles of human cognition.
• Apply their understanding to the development of cognitive tools to enhance performance.
• Grasp the key principles required to enhance compliance, reliability and performance.

Format of the Course:

• Instructor led.
• Scenario based presentations, briefings and accident analysis.
• Break out scenario workshops and group presentation.

This course is available for delivery in English only currently

Audience:

• Any management, supervisory or leadership role.
• Team Members Looking to enhance their team skills.
• Any operational leaders looking to enhance their inter-personal skillset.

Overview:

There are misconceptions that Human Factors (HF) is a discipline which is only applicable to safety critical industries like aviation, medicine and the oil & gas sectors. In fact, there are tangible benefits to investing in HF beyond improving safety.

Improved Operational Efficiency: Giving a team the tools to allow them to manage workload, problem solve and make effective decisions equips them with the ability to handle work-related difficulties without the need for higher level intervention. Regardless of the setting, front line team members are able to handle complex, dynamic situations.

Enhanced Employee Engagement and Brand Reputation: Empowering team members to manage work situations increases employee engagement and improves customer interactions. An organisation that can demonstrate a commitment to improve and invest in its staff will reap the benefits of increased job satisfaction.

Reduced Absenteeism, Increased Retention: Time off work due to stress and fatigue can be partly addressed through HF training. But workplace morale is undoubtedly going to affect individual stress levels. Investment in a combination of stress & fatigue management training and introducing peer support programmes demonstrates a commitment to employee well-being that Deloitte suggests will result in a 500% return in reduced absenteeism and improved retention.

In summary, the same skills that help pilots, surgeons and oil rig drillers can be applied far more frequently to benefit an organisation beyond safety.

By the end of this training, participants will be able to:

• Understand the basic principles of human cognition.
• Apply their understanding to the development of cognitive tools to enhance performance.
• Demonstrate knowledge of the key principles required to enhance compliance, reliability and performance.

Format of the Course:

• Instructor led.
• Scenario based presentations, briefings and accident analysis.
• Break out scenario workshops and group presentation.

This course is available for delivery in English only currently

Audience:

• Any management or leadership role.
• Employees looking to enhance their training skills.
• Potential leaders looking to embark on a training role.

Overview:

This course is instructor led and can be broken down into twelve one-hour webinars to be undertaken in one session or as series of separate bite-sized sessions to suit the candidates’ timetable. The course is delivered by highly experienced human factors specialists who have trained many managers, coaches and trainers across multiple high-performance roles in numerous industries. This enjoyable and engaging course takes the candidate from the very basics of andragogy – or adult learning. Some of the myths of training are dispelled in the evidence base approach taken by this highly engaging and intensive course. The high level of candidate engagement culminates in a series of lessons and presentations which are recorded and assessed by your peer learners. 

By the end of this training, participants will be able to:

• Understand the basic principles andragogy.
• Apply their understanding to the development of learning and development tools.
• Design and implement basic training courses for their industry or occupation.

Format of the Course:

• Either instructor led or via webinar.
• Scenario based presentations, briefings and accident analysis.
• Break out scenario workshops and group presentation.

This course is available for delivery in English only currently

Audience:

• Any management or leadership role.
• Leaders who are looking to enhance their communication skills.
• Leaders looking to enhance their ability to communicate with their team.

Overview:

This course is instructor led and can be broken down into six one-hour webinars to be undertaken in one session or as series of separate bite-sized sessions to suit the candidates’ timetable. This course is very interactive from the outset. Effective communication underpins all leadership roles and is often overlooked as a given quality. The course uses up to date research from a cognitive empathy perspective. The ability to project our own goals in vision is often predicated form a broadcast perspective. This is counter-intuitive when we consider how the brain works and receives information. Participants are encouraged to look at their message from the perspective of other candidates and are continually given some quite illuminating feedback. Techniques used by the armed forces, emergency services and elite sport are combined to give candidates greater confidence in getting (and receiving) accurate messages, images and vision.

By the end of this training, participants will be able to:

• Understand how the human brain receives and processes raw information into data.
• Apply this understanding to improve their personal communication techniques.
• Test their communication techniques with other members of the group.

Format of the Course:

• Either instructor led or via webinar.
• Scenario based presentations, briefings and accident analysis.
• Break out scenario workshops and group presentation.

Audience:

• All Management Roles.
• Accountable Managers, Safety or Risk Post Holders.
• Experienced Managers looking to elevate their risk & safety management skills.

Overview:

This course explores the primary influences on decision-making under pressure. Nothing piles on the pressure quite like a crisis and this course aims to provide civil servants with the tools that they need to analyse the situation and make good decisions in times of uncertainty.
The course adopts a holistic approach to manage complex systems. The current global pandemic has accelerated change in many areas of strategy and this course utilises proven tools to enable civil servants to make good decisions whilst under pressure. In addition, we will consider how to effectively mitigate emergent threats be they physical or digital. The course has a number of high-profile case studies from various industries which are analysed and discussed collectively and presented from various perspectives by the delegates.
Assessment techniques will be explored and applied to real world scenarios. Delegates will evaluate crises and decide what course of action is best given the limited information available. The course provides the delegates with the confidence to directly engage with risk-based decisions within a complex operating environment.
The course ties into the Better Business Case methodology. The Better Business Case is the UK government’s best practice approach to enable civil servants to develop spending proposals and make effective business decisions.

By the end of this training, participants will be able to:

• Understand the nature of complex systems and how to manage within them.
• Identify strategies to mitigate the impact of new technologies on risk strategies.
• Enhance the resilience of their risk management system.

Format of the Course:

• Facilitated and group discussion.
• Scenario based presentations, briefings and case study analysis.
• Break out scenario workshops and group presentation.

Audience:

• Accountable management or leadership roles.
• Middle & senior leaders who are looking to enhance their human factors knowledge.
• Middle & senior leaders who want to develop their own human factors performance.

Overview:

This course is instructor led and can be broken down into six one-hour webinars to be undertaken in one session or as a series of separate bite-sized sessions to suit the candidates’ timetable. The aim of this course is to give leaders and managers an understanding of how human factors plays such a significant role in the success and sometimes failure of high-performance operations. As well as investigating some high-profile corporate failures, the course also focuses on some organisations which have been extraordinarily resilient. These High Reliability Organisations are not a complete solution to the threat of corporate failure, but they can give us some great insights into corporate resilience. The course explains how powerful culture can be in shaping your employee’s risk perception and critical behaviour. Combining safety management with cultural influencers can not only improve safety performance but can create other operational efficiencies.

By the end of this training, participants will be able to:

• Understand what high reliability theory (HRT) is based on.
• Apply some of the lessons from HRT to explain how why some organisations succeed whilst others fail.
• Understand how organisational culture drives employee values and attitudes and how to influence positive behaviours.

Format of the Course:

• Instructor led.
• Scenario based presentations, briefings and accident analysis.
• Break out scenario workshops and group presentation.

This course is available for delivery in English only currently

Audience:

• All management or leadership roles.
• Leaders who are looking to enhance their coaching capabilities.
• Leaders who want to enhance their managerial skill set.

Overview:

This course is instructor led and can be broken down into seven one-hour webinars to be undertaken in one session or as series of separate bite-sized sessions to suit the candidates’ timetable. The course is led, directed and designed by trainers with extensive experience in coaching the coaches at the highest levels of international elite sport and high-performance industries. Coaching has migrated from sport and education into mainstream managerial best practice. Whilst the underlying principles are not complex, the method in which they are applied can vary in effectiveness. The establishment of trust is fundamental in any relationship, no less in the essential relationships within a business environment. How managers engage and in particular listen to their team members and employees is a critical skill. Communications skills are explored and developed within a trusting and creative environment. Course members will learn to appreciate that how they conduct themselves is often more important than what they actually do or say.

By the end of this training, participants will be able to:

• Understand how the principles of coaching are applicable to managing colleagues.
• Apply the key behaviours from coaching to enhance managerial skills.
• Discuss the various approached in the coaching environment that can be applied to managing in the operational environment.

Format of the Course:

• Either instructor led or via webinar.
• Scenario based presentations, briefings and accident analysis.
• Break out scenario workshops and group presentation.

INTRODUCTION

International Business Etiquette is not about rules & regulations but is particularly important for personal working or traveling for business.

Knowledge of international business etiquette is relevant for conducting meetings, building relationships with others and demonstrating respect for local culture.

In the business world, good business etiquette means that you act professionally and exercise proper manners when engaging with others in your profession.

OBJECTIVE

This course is design to enhance and Benefits Professional on  the following .

• Enhanced Personal & Professional image.
• Mastering International Protocol & personal diplomacy.
• Proficiency and competence in various forms of corporate and diplomatic communication.
• Increased self-confidence in official, formal and informal contacts.
• Sharpened professional communication skills.
• Increased confidence in public relations.
• Perfected understanding of formal and informal dress, including evening attire.
• Enhanced ability to work in international environment, understanding key elements of cross-cultural communication and refined competence in contacts with partners’ from all over the world.

INTRODUCTION

1. Have you ever felt unsure of yourself in social situations?
2. Are you concerned about how to address people or how to propose a toast?
3. Where to seat your VIP or even which fork to use?
4. Although having proper protocol and etiquette may go by unnoticed, its absence will be duly noted

In this course you will learn

• How to handle social situations with grace and ease.
• You will also experience and learn the art of dining etiquette,
• In a real restaurant setting.

You will learn how to handle all types of crockery and cutlery at casual and formal gatherings and experience special foods without embarrassment.

Whether you are in charge of a social occasion or attending one, you can be a gracious host and appreciative guest!

Who should attend

Individual contributors, Managers, Team leaders, whose success depends on their ability to communicate clearly, to be understood and to influence how another person performs, and create positive working relationships.

Course description

Individual and team success depends upon the ability of individuals to communicate with others, face to face, as well as virtually. Every interaction with another person determines how you are perceived and every interaction is an opportunity to develop trust and exert positive influence. Whether presenting one to one or to an audience of one thousand, conveying information to a project team or delivering a difficult message, communicating effectively is one of the most powerful skills for achieving your objectives.

This course develops your ability to focus on your outcome, tune in to your audience and develop your message for clarity and impact. Your ability to create an environment for open discussion and ongoing dialogue is crucial for communication success. The communications skills covered in this course will increase your ability to exercise choice and control for every type of conversation, influence with out authority and improve quality of relationships and productivity.

Goal

The training will be to review and improve the competencies needed to achieve their business objectives in terms of both individual work and teamwork, particularly through the acquisition of skills by the participants such as:

• Building an effective communication style with others
• Practical analysis of the barriers of communication and active techniques to prevent their occurrence
• Building support assembly relationships
• Effective team work
• Awareness of mutual influence in relation team-unit and unit-team
• The ability to use a variety of techniques to manage conflict
• Change their attitudes and behavior modeling constructive (eg assertive posture)

Method of work

The training is designed as an interactive, where participants share is over 80% of the time. Each session follows a similar dynamic: opening a new exercise habits (to build awareness), mini-lecture on the techniques (knowledge), practicing new tactics and techniques (skills). After the close of each session, participants receive support materials for sessions discussed.

Practical material is summed giving a mini lecture explaining the theoretical basis and fundamental psychological mechanisms which participants experience while working on the training room.

Purpose of training:

For all striving to effectively and efficiently deal with conflict situations. Training for people who want to develop their skills in using the conflict in the work of the team who aim to develop the ability to apply strategies, methods and techniques of conflict management.

Benefits of training course:

Using the methods and techniques to solve conflict situations, effective conflict management, effective communication in conflict situations, skillful preparation of the analysis needs of the parties of the conflict and the formulation of the problem, the use of stress management skills, emotional and assertive techniques in resolving such conflicts.

Skills acquired during the training:

• communicate effectively in conflict situations
• identify sources of conflict
• analysis of the needs of the parties to the conflict and the formulation of the problem
• using the methods and techniques to solve conflicts
• to the principles of assertiveness and managing emotions in conflict resolution
• application of the principles of assertive resist tampering
• appropriate behavior in conflict
• implement these stress management, emotional

Training method:

lectures, simulations, case studies, role playing, giving feedback to participants

Purpose of the course:

For management: team leaders, managers are beginning their career paths and high-potential employees are selected for development. Training is also a prelude to the development of individual leadership roles and human resource management.

Benefits of completion of the course:

Increase the efficiency of team management, effective decision making related to managerial functions, appropriate selection of leadership style to the team situation, business growth, strengthen conflict resolution skills, gain time management skills.

Training method:

short thematic lectures, individual exercises, simulations, case studies, role plays

This instructor-led, live training in Moldova (online or onsite) is aimed at individuals of all levels who wish to learn and apply the principles and techniques of self time management.

By the end of this training, participants will be able to:

• Identify and overcome the main barriers and challenges to effective self time management.
• Set SMART (Specific, Measurable, Achievable, Relevant, and Time-bound) goals and align them with their values and vision.
• Prioritize and schedule their tasks and activities using various tools and methods such as the Pareto principle, the ABC analysis, the Eisenhower matrix, and the Parkinson's law.
• Monitor and track their time usage and identify and eliminate their time wasters and distractions.
• Delegate and assign tasks appropriately and communicate clearly and assertively with others.
• Manage their emotions and stress levels in times of uncertainty and pressure.

A customer care strategy plays an important role in building customer satisfaction, helping you to retain loyal customers and increase levels of repeat business.  Through good customer service you gain the client’s trust, enhance the company’s image and strengthen your competitive advantage in the market. This course focuses on strategies and skills for building lifelong customer relationships by developing valuable and effective customer-care strategies.  Satisfied customers may, through conversations and story-telling, become voluntary ambassadors for your company and are highly likely to recommend your services to others.  This workshop will also help participants communicate effectively, appropriately and clearly in all situations.

OBJECTIVES

• Developing competencies in the area of professional customer care
• Increasing the efficiency of communication with customers
• Attaining the knowledge of how to get to the underlying needs and expectations of customers
• Building strong and sustainable relationships with clients
• Expanding the positive image of the company in the market
• Identifying, reducing, and overcoming objections and barriers
• Learning about personalities and communication preferences when dealing with clients
• Establsihing the ability to create an open environment for communication
• Developing skills to communicate clearly and effectively
• Identifying barriers to effective communication
• Mastering body language and non-verbal communication

METHODS

• Role-playing
• Self-assessment tests
• Exercises in groups
• Individual work
• Practice sessions
• Lectures
• Discussions

LEARING OUTCOMES

At the completion of this course, participants will be able to:

• Adopt a focused customer care strategy
• Identify key customer issues
• Build the professional image of the company
• Adapt to specific customer behaviour styles
• Increase customer loyalty through exceptional customer service
• Develop communication abilities with clients
• Use techniques to build relationships
• Develop a personal action plan to improve customer service skills
• Show gestures of generosity and high quality customer care
• Use techniques to deal with difficult situations
• Recognise barriers to the delivery of outstanding customer service