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Training prospectus
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Facilities Management Course Prospectus – August 2012
Version 10
Index
Contents: New Manager Training Matrix ....................................................................................................................... 3
QHSE First Aid Awareness ...................................................................................................................................... 5 Risk Assessment Overview .......................................................................................................................... 6 Accident Investigation and Claims Management ........................................................................................... 7 HSE Law – A Manager‟s Responsibility ........................................................................................................ 8 Environmental Awareness ............................................................................................................................ 9 Managers QHSE Induction ......................................................................................................................... 10 Slips, Trips & Falls ...................................................................................................................................... 11 Working at Height / Ladder Awareness ....................................................................................................... 12 COSHH Overview ....................................................................................................................................... 13 Vehicle Maneuvering & Signaling ............................................................................................................... 14 Drivers Awareness ...................................................................................................................................... 15 IOSH Working Safely .................................................................................................................................. 16 IOSH Managing Safely ............................................................................................................................... 17 Fire Safety and Fire Warden ....................................................................................................................... 18
HR Disciplinary & Grievance ............................................................................................................................. 20 Disciplinary & Grievance: Management Refresher ...................................................................................... 21 Investigations: Introductory Workshop ........................................................................................................ 22 Introduction to Redundancy ........................................................................................................................ 23 Staff Transfer - TUPE ................................................................................................................................. 24 Note Taking: Introductory Workshop ........................................................................................................... 25 Introduction to People Management ........................................................................................................... 26 Third Party Pressure: Introductory Workshop ............................................................................................. 27 Absence Management: New FM Strategy ................................................................................................... 28 Performance Management ......................................................................................................................... 29
LEADERSHIP & DEVELOPMENT Welcome to MITIE – an online Induction ..................................................................................................... 31 FM Corporate Induction .............................................................................................................................. 32 Equality and Diversity (Online) .................................................................................................................... 33 Excellence Every Day ................................................................................................................................. 34 Train the Trainer ......................................................................................................................................... 35 Presentation Skills ...................................................................................................................................... 36 Management Skills for New Managers ........................................................................................................ 37 Effective Team Building .............................................................................................................................. 38
The Effective Supervisor / Team Leader ..................................................................................................... 39 Interviewing Skills ....................................................................................................................................... 41 Influencing .................................................................................................................................................. 42 Time management ...................................................................................................................................... 43 Shades of perception .................................................................................................................................. 44 Better Business Writing............................................................................................................................... 45 Effective Report Writing .............................................................................................................................. 46 Communication skills .................................................................................................................................. 47 Coaching skills for managers ...................................................................................................................... 48 Diamond service ......................................................................................................................................... 49
LEAN SIX SIGMA Lean Six Sigma Foundation ........................................................................................................................ 51 Lean Six Sigma Yellow Belt ........................................................................................................................ 52 Lean Six Sigma Green Belt ......................................................................................................................... 53
BIFM Getting started in FM (online)...................................................................................................................... 55 Understanding FM ...................................................................................................................................... 56 The Professional Facilities Manager 1 ........................................................................................................ 57 The Professional Facilities Manager 2 ........................................................................................................ 59 The Facilities Management Business School (Advanced) ........................................................................... 60 Learning & Development Procedure…………………….……………………………..………..…...……….……61
Booking Procedure: To book a place on any of the courses contained in this Prospectus please obtain manager approval and
forward a completed booking form to [email protected].
The booking form can be found on FM‟s training page - MiNet (document ref MF(F) 52007)
New Manager Training Matrix
The following matrix is a recommended training pathway for FM Managers
1 month
•Online New Manager Induction
•Equal Opportunities & Diversity Essentials (Online)
•H&S Law - A Managers Guide (QHSE)
•Risk Assessment Overview (QHSE)
•Protecting sensitive data (Online)
By month 4
•FM Corporate Induction (L&D)
•Presentation Skills (L&D)
•Accident Investigation & Claims Management (QHSE)
•Management Skills for New Managers (L&D)
By months 6-8
•Introduction to People Management (HR)
•IOSH Managing Safety (QHSE/Group)
As required
•HR (various)
•QHSE (various)
•Leadership & Development (various)
•BIFM (various)
Index: Fire awareness Risk assessment overview Accident investigation and claims management HSE Law – A manager’s responsibility Environmental awareness Managers QHSE induction Slips, trips & falls Working at height / ladder awareness COSHH overview Vehicle maneuvering & signaling Drivers awareness IOSH working safely IOSH managing safely Fire safety and fire warden
Section 1: QHSE
QHSE
First Aid Awareness Course Overview This course will provide the delegate with the knowledge and information on how to provide the appropriate level of first aid cover on the Site, Contract and MITIE Offices
Content This course contains information relevant to MITIE‟s sites, Contracts and Offices to give attendees sufficient knowledge to assess that the correct first aid provisions are in place. It outlines the steps which need to be taken to ensure that MITIE work in line with the First Aid at Work Regulations. It also contains information on how to recognise symptoms of a stroke or heart attack and how to manage these situations
Duration 1 hour
Intended audience All Supervisors and Managers
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
QHSE
Risk Assessment Overview Course Overview At the end of this course delegates will have a basic understanding of the legal requirements and main hazards which can cause harm within the work-place. They will also possess the basic knowledge and skills to carry risk assessments on their site
Content This course will introduce the delegate to the concept of risk assessments within the work place and the legal requirements which are required to be adhered to. This will assist the delegate in identifying the difference between hazards and risks and will provide them with information as to how to decide on the most appropriate workplace precautions/control measures Delegates will also the opportunity to practice carrying out risk assessments within a controlled environment
Duration 2 – 3 hours
Intended audience Regional Account Managers, Senior Account Managers, Account Managers and Supervisors
Dates and location Further dates/locations will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
QHSE
Accident Investigation and Claims Management Course Overview By the end of this course delegates will be able to identify a RIDDOR reportable incident, understand the accident investigation procedures and know how to contact following an incident
Content Delegates who attend this course will gain an overall understanding of how to manage accidents/incidents, as well as learning how to conduct an accident investigation following an incident This course will also outline what is RIDDOR reportable incident and how the escalation procedures work following a major incident Finally, the course will cover the MITIE Lifeline reporting procedures and provide information as to why it is important that near misses are reported as well as accidents
Duration 3 hours
Intended audience Regional Account Managers, Senior Account Managers, Account Managers and Supervisors
Dates and location Further dates/locations will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
QHSE
HSE Law – A Manager’s Responsibility Course Overview This course aims to provide delegates with a greater understanding of health & safety law, its impact on the working environment and the working practices which must be adopted to ensure that MITIE comply with all of the legislative requirements. This will allow managers to identify what their personal responsibilities are and how they can ensure the standards are maintained at all times
Content Managers and supervisors have a number of responsibilities when it comes to health and safety within their work environments. This course is designed to introduce managers to the legal requirements and outline their roles and responsibilities ensuring they comply with both legislation and MITIE standards This course creates opportunities for managers to learn about Health & Safety legislation ranging from the Health and Safety at Work Act to Management of Health and Safety at Work Regulations
Duration 3 hours
Intended audience Regional Account Managers, Senior Account Managers, Account Managers and Supervisors
Dates and location Further dates/locations will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
QHSE
Environmental Awareness Course Overview This course has an integral part to play in raising both the standards and awareness amongst our employees. By providing this key knowledge the employees can contribute more effectively to the businesses waste management strategies Delegates will have a greater understanding on the impact they have on the environment and this course will provide a foundation to learn and positively change their behaviour Delegates will be able to recognise the types of waste which the business produces. It will identify the companies and individual‟s personal responsibilities; to ensure we comply with our statutory requirements Finally this course will provide an appreciation for the potential to implement a more sustainable waste management system within the working environment
Content Businesses and individuals impact on the environment every day in a variety of different forms; some impacts are not always as obvious as others. All businesses produce waste but there is very little awareness as to the challenges and opportunities that this creates for business This course highlights the environmental concerns we are faced with today within the business world. It discusses and how we can manage our waste effectively to meet both MITIE‟s and the Client‟s standards This training endeavours to raise awareness and provide information on good industry standards to positively change behaviour and attitude. Through this; MITIE can manage our environmental systems effectively to ensure that the actions we take minimises the impact on the environment Finally this course aims to provide information with regards to our legal responsibilities and our duty of care. Further to this it provides a solid foundation as to how we can ensure that this is achieved. Through outlining the steps we must take to comply with our legal responsibilities and wherever possible meet the best practise standards
Duration 2-3 hours
Intended audience Regional Account Managers, Senior Account Managers, Account Managers and Supervisors
Dates and location Further dates/locations will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
.
QHSE
Managers QHSE Induction Course Overview By the end of this course the delegates will gain a thorough understanding of the legal QHSE requirements and duties expected of them within their work environment
Content This health and safety induction has been specifically designed to introduce managers into the QHSE environment and provide a solid foundation in order to support the business The key focus is on the standards expected from the manager and their responsibilities to ensure they lead their team whilst keeping them safe at work
Duration 1.5 hours
Intended audience Regional Account Managers, Senior Account Managers, Account Managers and Supervisors
Dates and location Further dates/locations will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
QHSE
Slips, Trips & Falls Course Overview This course will provide the delegate with the knowledge and information on how to prevent and control slips, trips and falls within the workplace
Content This course is designed to raise the delegate‟s awareness of what causes slips, trips and falls within the workplace, how to control them and learn how to safely clean up after spillage The course teaches the delegates how to safely carry out these tasks and reduce the risk of infection
Duration 2-3 hours
Intended audience All employees, supervisors and managers
Dates and location Further dates/locations will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
QHSE
Working at Height / Ladder Awareness Course Overview This course will provide the delegate with the knowledge and skills to work safely with access equipment including ladders They will learn about the hazards involved with working at height and how to ensure that the safe systems of work are followed to keep themselves and others safe
Content This course is available to provide in-depth knowledge of safe working at height procedures. It allows delegates to learn about the serious risks involved with working at height and identify how the risks can be reduced to an acceptable level Information is also given on the access equipment options available, selecting the correct access equipment and the regular inspection regimes which must be adhered to This course also focuses on using a ladder/step ladder safely, ensuring that the equipment is fit for purpose and when inspection regime is required
Duration 3 hours
Intended audience All employees who carry out any high level work or are involved with such activities. This includes operatives, window cleaners, janitors, supervisors and managers
Dates and location Further dates/locations will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
QHSE
COSHH Overview Course Overview At the end of this course delegates will have a basic understanding of the legal requirements and main hazards associated with hazardous substances They will be able to work with the substances safely and ensure that the actions taken do not impact on themselves, other people or the surrounding environment
Content This course will introduce the delegates to hazards involved with handling hazardous substances within the workplace. The delegates will learn to identify what a hazardous substance is and how exposure can occur It will give them the opportunity to learn about handling these substances correctly and to ensure that we reduce the risk of exposure to the user and persons within the surrounding environment This course will reiterate the importance of selecting low risk substances and ensure that the correct training is given for the safe handling, storing, use or diluting of substances
Duration 2-3 hours
Intended audience Senior Account Managers, Account Managers, Supervisors and Employees
Dates and location Further dates/locations will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
QHSE
Vehicle Maneuvering & Signaling Course Overview You will have a basic understanding of legal requirements, operational measures and the signals to be used to ensure safe reversing or maneuvering
Content Nearly a quarter of all deaths involving vehicles at work occur whilst the vehicle is reversing. Many more do not result in injury but cause costly damage to vehicles, property, equipment and premises. Most of these accidents could be prevented by taking some simple safety precautions. This course aims to raise awareness of the dangers caused by reversing and maneuvering
Duration 1.5 hours
Intended audience Managers responsible for contracts with major vehicle movement
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
QHSE
Drivers Awareness Course Overview The Drivers Awareness Course has been developed for all employees who drive company vehicles for business purposes. MITIE understand the road risks which may impact on our teams and use this training module as a platform to raise awareness. This course is structured around safe driving techniques, vehicle maintenance and general hazards to consider whilst driving for both the operator of the vehicle and other road uses. Details will be provided to the delegates on suitable precautions which can be implemented to reduce the risk a road traffic incident. In today‟s economy and with MITIE‟s focus on saving fuel costs; this course also provides guidance on how to drive smarter to reduce the fuel consumption.
Content By the end of this course the delegates will have a greater understanding of their responsibilities as a road user. They will also learn to recognise early warning signs which can assist with avoiding hazards and reducing the risk of a road traffic Incident. Finally the team will receive useful information and tips on how to drive smarter in order to save fuel when driving.
Duration 1 hour
Intended audience All MITIE Vehicle Drivers
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
QHSE
IOSH Working Safely Course Overview By the end of this course the delegates will be able to carry out work activities without risk to themselves or others. They will understand the consequences to both the individual and their organization if they fail to work safely You will be able to identify hazards, risks and risk controls and understand the importance of risk assessment with examples of everyday use of risk assessment Finally, you will understand how to take appropriate workplace precautions and their importance in the working environment
Content The IOSH Working Safely course is designed to provide you with knowledge into the world of safety. This one day course is aimed at those with supervisory responsibility within MITIE; or simply to raise the level of health and safety standards within your team This nationally recognized course is designed for those at all levels to provide information and guidance on working safely within their working environment. The key topics include:
Machinery safety
Chemical safety
Legal responsibilities
Fire precautions
Accident prevention
Manual handling
Working with VDUs There will be a multiple choice test at the end of the course
Duration 1 day
Intended audience Managers and Supervisors
Dates and location Will be promoted prior to the event or are available on request
Costs £20-£25 per person (to cover external accreditation/certificate cost)
Accreditation IOSH accredited certificate
QHSE
IOSH Managing Safely Course Overview The Institution of Occupational Safety and Health (IOSH) course is designed to give directors, managers and supervisors sound principles for applying safety and health in the workplace.
Learning Outcomes At the end of the course delegates will have an appreciation of the importance of health and safety in the workplace.
Content
Safety management systems, the role of risk assessment linked into management, legal requirements and social environment
Reactive monitoring
Risk assessment and not control
Preparing and using direct links, schedules
Management review of the safety management system
Preparing for health and safety audit
Identifying legislation and advice
Managing the sources of hazards addressed in working safely
Assessment
Duration One four day block work-based project.
Intended audience Directors, managers and supervisors who are required to manager workplaces and people.
Dates and location Contact Gina Gobetti in the Health and Safety training department on 0117 322 1147 or at [email protected]
Costs Costs are dependent on numbers. If you contact Gina Gobetti in the Health and Safety training department she will try to advise as clearly as possible.
Accreditation IOSH accredited certificate
QHSE
Fire Safety and Fire Warden Course Overview The course will provide you with the skills and knowledge to recognise fire hazards within the workplace and establish good housekeeping methods to prevent the spread of fire Further information will be given on the routine inspections on equipment and fire detection systems which should be carried out as part as part of the regular maintenance regime This training will also give you the information you need to carry out the role of a Fire Warden safely on your premises and to ensure that we maintain our safe standards of work on site
Content This course will provide you with the knowledge and skills to monitor fire hazards on site and to confirm when each of the regular inspections should be undertaken You will learn about the principles of a fire safety management system – risk assessments and other prevention measures
Duration 1.5 hours
Intended audience Employees, Supervisors and Managers
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Section 2: HR
Index: Disciplinary & Grievance Disciplinary & Grievance: Management Refresher Investigations: Introductory Workshop Introduction to Redundancy Staff Transfer – TUPE Note Taking: Introductory Workshop Introduction to People Management Third Party Pressure: Introductory Workshop Absence Management Performance Management MiReview
HR
Disciplinary & Grievance Course Overview To equip you with the knowledge & skills required to deal with disciplinary & grievance situations in line with Company policy and procedures and ACAS Code of Practice
Pre-requisites None
Duration 1 day
Intended audience Supervisors, Team Leaders and Managers
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
HR
Disciplinary & Grievance: Management Refresher Course Overview To refresh your knowledge of handling disciplinary and grievance matters and to ensure that you are familiar with MITIE‟s Disciplinary & Grievance policies and procedures. To establish the key differences between Disciplinary and Performance Issues looking at both Informal vs. Formal approaches
Pre-requisites In order to attend this course, all participants must have attended the Disciplinary & Grievance workshop
Duration 4 hours
Intended audience First and Second Line Managers
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
HR
Investigations: Introductory Workshop Course Overview Conducting a fair and proper investigation is the cornerstone of finding a dismissal by ensuring the process is followed correctly in line with Company policy and procedures and ACAS Code of Practice
Pre-requisites In order to attend this course, all participants must have no previous experience of this topic
Duration 2.5 hours (approx)
Intended audience Supervisors, Team Leaders and Managers
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
HR
Introduction to Redundancy Course Overview To increase understanding of redundancy process and to encourage managers to be comfortable in carrying out redundancy consultations
Pre-requisites In order to attend this course, all participants must have responsibility for managing a team of one or more employees
Duration 4 hours
Intended audience First or Second Line Managers
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
HR Staff Transfer - TUPE Course Overview To understand and be able to conduct a TUPE process within the business environment
Pre-requisites In order to attend this course, all participants must have responsibility for managing a team of one or more employees
Duration 4 hours
Intended audience First or Second Line Managers and Administrators
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
HR
Note Taking: Introductory Workshop Course Overview To keep accurate record(s) to reflect the discussions/ conversation of the meeting
Pre-requisites None
Duration 1.5 hours
Intended audience Administrators and anyone who takes notes during formal meetings (ie. Disciplinary, Investigation, Grievance etc)
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
HR
Introduction to People Management Course Overview To increase understanding of key MITIE policies and procedures relating to the full life cycle of an employee. Please note this course covers the following subjects at an introductory level only, for more in depth training on each individual subject, dedicated courses are available
Part 1 (2 hours): Why do we come to work?
Expectations and their impact
Induction/Probation
How and when to do an Appraisal
How to manage absence issues including AWOL
Nipping minor issues in the bud
Part 2 (2 hours):
Disciplinary
Grievance
Leavers
Customer Complaints
Pre-requisites In order to attend this course, all participants must have responsibility for managing a team of one or more employees
Duration The full, one day 4 hour course has been collated into two distinct 2 hour halves (Part I and Part II) which can be delivered separately and on different occasions if required
Intended audience First or Second Line Managers
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
HR
Third Party Pressure: Introductory Workshop Course Overview To provide an overview of third party pressure and how managers can deal with this situation in their role as chairman
Pre-requisites In order to attend this course, all participants must have attended both the Investigation and Disciplinary & Grievance workshops
Duration 3 hours
Intended audience Managers who deal with clients
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
HR
Absence Management: New FM Strategy Course Overview To introduce the new FM Absence Management Strategy and ensure you are familiar with how to handle both short term and long term absence issues. Also provides an introduction to the Bradford Factor scoring method.
Pre-requisites In order to attend this course, all participants must have supervisory or line management responsibility
Duration 1.5 hours
Intended audience First and Second Line Managers
Dates and location Further dates/locations will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
HR
Performance Management Course Overview To clarify why MITIE has an appraisal process; develop an understanding of the MITIE performance management standards; gain the skills required to carry-out structured MiReview appraisals; and manage individual performance.
Pre-requisites No previous requirements are needed in order to attend this course.
Duration 1 day
Intended audience Supervisors, Team Leaders and Managers
Dates and location Further dates/locations will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Section 3: L&D
Index: Welcome to MITIE – an online Induction FM Corporate Induction Equality & Diversity (online) Excellence every day Train the trainer Presentation skills Management skills for new managers Effective team building The effective supervisor / team leader Interviewing skills Influencing Time management Shades of perception Communication skills Coaching skills for managers Better business writing Effective report writing Diamond service
Leadership & Development
Welcome to MITIE – an online Induction Course Overview
The online Induction is designed to bring together all of the key information sources and links that you need to be aware of as you begin your new role within Facilities Management and should be completed prior to you attending the FM Corporate Induction
Content This online Guide will enable you to gain a better understanding of MITIE and where FM fits in, and:
The HR function, including: o What you need to know o HR Support Centre o Who‟s Who in HR o MITIE Benefits o Training and Development
The IT function, including: o How to access the online IT Induction o How to create an auto-signature o Email sign off o Out of Office o How to access emails remotely o MiNet o MITIE intelligent templates
BMS (Business Management System)
QHSE
Duration 1 hour
Intended audience All new salaried staff
Costs No charge
Leadership & Development
FM Corporate Induction Course Overview To provide an overview of our organisation and the services we deliver
Content MITIE structure
QHSE overview
HR Essentials
Training & Development
MITIE Benefits
Equality & Diversity
Pre-requisites: Online FM Induction
Duration: 1 day
Intended audience: All new salaried members of staff
Dates and location Will be promoted prior to the event or are available on request
Costs: No charge
Leadership & Development
Equality and Diversity (Online) Course Overview Equal Opportunities & Diversity Essentials is an interactive e-learning course that introduces you to what equal opportunities and diversity are, and what they mean in the workplace. All you need to do is follow the advice detailed in the attachment to work through the course. Everyone with a MITIE email address is encouraged to complete the course and print off a certificate to demonstrate understanding!
Section Key topics There‟s also a quiz at the end of the course, so that you can check you‟re up to speed with everything that's been covered.
Please note: you may wish to consider using headphones when working through the course, particularly when working in an open plan environment!
Duration 1 hour
Costs: No charge
Leadership & Development
Excellence Every Day Course Overview What makes our service memorable? How can we make it exceptional? What you do to make a difference to both your colleagues and our clients. Remember the little things make the biggest difference and we know that because of you, we‟re an exceptional team. This course can be tailored to your specific team requirements, please contact us for further information
Course Content The course will explore what the 6 C‟s of exceptional customer service mean to you; what you are currently doing and assist you in preparing an action plan to take forward what you are going to do differently to help you and to help us make our service exceptional
This is a highly participative, interactive course and covers the following 6C‟s of exceptional customer service:
Serving our Customers Valuing your Colleagues Managing Cost Maintaining Control Delivering Change Building Capability
Pre-requisites: None
Duration: ½ day
Intended audience: All MITIE people involved in delivering services to clients and customer
Dates and location Will be promoted prior to the event or are available on request
Costs: No charge
Accreditation: MITIE certificate to confirm attendance
Leadership & Development
Train the Trainer Course Overview Behind every spectacular training session is a lot of preparation and meticulous attention to detail. The truly skilled presenter can make a program exciting. Training should be made up of at least 50% delegate participation. We make sure we follow this 'rule' ourselves! Our Train the Trainer course is therefore very interactive, with plenty of opportunity for you to discuss and practice how to handle a range of training challenges. You will be required to give short presentations during the two days. Instant feedback on the your performance and style is provided by both the course trainer and by the other participants
Learning Outcomes: Be able to define objectives that meet both business and trainee needs
Be aware how to plan and design training to gain commitment and enthusiasm
Know how to recognise the different psychological and sensory learning styles of trainees
Be able to adapt training to meet ALL of these styles
Be able to deal with challenging trainees and resistance to training
Be able to deal with trainee concerns about training
Understand the pro's and con's of different training methods
Ensure training is interactive and participative - And not simply a presentation
Be aware how, why and when to adopt a facilitative or directive training style Be able to ensure and check that training is effective; that objectives have been met and that real
learning has occurred Understand what to do before and after training to ensure the best possible outcome for all
Pre-requisites You will be asked to pre-prepare 2x presentations which you will be asked to deliver during the course
Duration 2 days
Intended audience All those who require the skills to design and deliver effective training and also to evaluate its impact
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Carry on Learning after the course If you have any questions you‟d like to ask about a forthcoming presentation simply email or call us and we will do our
best to help. We will continue to help you develop your presentation skills even after the course has completed
Leadership & Development
Presentation Skills Course Overview This course is designed to improve the confidence and skills of participants to ensure that their future presentations are effective, informative and entertaining business presentations. This course is designed to be highly interactive and participants are required to give three short presentations during the day. Instant feedback on the presenter‟s performance and style is provided by both the course trainer and by the other participants
Learning Outcomes: On completion of this course, attendees will discover:
How to give an effective business presentation
How to structure your presentation for maximum effective
The 5 key things to consider before you start presenting
What effect positive body language will have on your audience
Different ways to influence different people
What your PowerPoint slides should contain
How to ensure your audience find it interesting
How to appear composed and confident
Duration 1 day
Intended audience All those who require the skills to design and deliver effective presentations and also to evaluate its impact
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Carry on Learning after the course If you have any questions you‟d like to ask about a forthcoming presentation simply email or call us and we will do our best to help. We will continue to help you develop your presentation skills even after the course has completed
Leadership & Development
Management Skills for New Managers Course Overview The move from completing your own personal tasks to managing the work-load of others can often be a daunting one. This two day course gives a thorough overview of the new skills and techniques you will need to master in order to succeed as a New Manager
Learning Outcomes: Day 1: Managing Yourself The Role of the Manager
o Descriptions of the role of manager and what effective managers do o Action centered leadership
Management v. Leadership
Communication Skills o What makes someone difficult o Effective communication and communication impact o Verbal & non-verbal communication including body language
Time Management
Decision Making
Day 2: Managing Others Delegation
o What is delegation and do you need to delegate more? o The advantages of delegation o Why managers don‟t delegate and what to delegate
MiReview
McQuaig survey overview
Toolbox Talk training –effective toolbox talks delivery
Coaching
Managing under-performance
Conflict Management o Identifying different types of conflict & problems o Systematic approach to managing conflict and solving problems
Motivation
Effective use of BMS (covering QHSE & HR policies & procedures)
Duration 2 days
Intended audience Newly appointed Managers
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Leadership & Development
Effective Team Building Course Overview To work together, team members must develop their interactive, communication and interpersonal skills. This workshop focuses on six crucial interpersonal skills that team members must have if they are to function as a high performance work team Prior to the course taking place we will spend time with you as a manager to tailor the course to your own specific team requirements. On completion of day 1 your team will have the opportunity to confidentially feedback their concerns as a team and this feedback and the observations from day 1 will be built into day 2. This will ensure the course is as specific to your team requirements as necessary
Learning Outcomes: Identity and practice new methods of dealing with others that promote team spirit, co-operation and open communication
Develop simple techniques for creating cohesive work groups by recognising and praising each other
Practice and perfect active listening skills
Learn to take feedback from others without becoming defensive or angry
Gain skills that allow positive action to be taken on group performance problems without causing conflict or tension
Learn to give criticism in such a way that helps the individual and the work group to develop as a team
Duration 2 days – split over 2 consecutive months. The course will consist of both indoor and outdoor interactive activities
Intended audience Team members, team leaders and facilitators. A single team can attend this workshop together, learning and practising these crucial skills on each other and dealing with their specific team issues or individual members from several different teams can attend the course at the same time, allowing them time to learn and practice the skills in a non-threatening, confidential atmosphere.
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Leadership & Development
The Effective Supervisor / Team Leader Course Overview 3 days of practical, interactive training to give practicing or potential team leaders the foundation for their formal development in this role. The course develops basic team leading skills and assists participants in gaining the basic knowledge required
Learning Outcomes: On completion of this course, participants will be able to: Segment 1 – Developing yourself as a team leader Understand the roles, functions and responsibilities of the team leader; and the limits of his/her authority and accountability
Describe four responsibilities of a team leader;
Give two examples of problems they would need to refer to someone with more authority Know how to seek, accept and respond positively to feedback on personal performance to improve workplace performance
Use feedback on own performance to identify one strength and one area for improvement;
Describe one thing that can be done to establish and maintain trust within the team;
Prepare a simple action plan to address areas needing improvement in own performance Segment 2 – Leading your work team Understand the difference between leadership and management
Explain the difference between leadership and management Understand a range of leadership styles, their use and potential impact on individuals and outputs
Briefly describe any three leadership styles;
Identify the leadership style or combination of styles most commonly used within the organisation;
Explain the likely effect of this style or combination of styles on people and their work performance;
Briefly review own leadership style and its impact on people and their work performance Understand self-managed teams
Explain what is meant by a self-managed team;
Explain the benefits to an organisation of developing self-managed teams;
Identify two techniques they could use as a team leader to empower others in the team Segment 3 – Developing the work team Understand the nature of teams and the features of team roles and responsibilities including the advantages and disadvantages
Explain how teams differ from groups in the workplace;
Describe two team roles and responsibilities;
Briefly describe the stages in team development using a recognised model;
Explain two advantages and two disadvantages of teams Know how to identify training needs of a group or team and how those needs may be met
Conduct a basic training needs analysis of a group or team in the workplace;
Suggest possible training opportunities to meet identified needs
Duration 3 days
Intended audience Practising or potential team leaders/supervisors
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate on completion
Leadership & Development
Interviewing Skills Course Overview This programme has been developed to assist those who have little or no formal training in this area and to give more experienced interviewers a chance to practice and develop in a safe environment. You will have the chance to exchange ideas and share best practices on interviewing techniques used throughout MITIE. There will also be an opportunity to demonstrate your new found skills by taking part in lively discussions and role play. You will be asked to complete a McQuaig questionnaire prior to course commencement. Interviewing alone will not give us all the answers to someone‟s personality and how they will fit into our existing team. You will have an opportunity during the course to self-evaluate your personal McQuaig questionnaire and learn how to interpret psychometric tests prior to interview.
Learning Outcomes: Our course will encourage delegates to try proven interviewing techniques enabling them to:
Analyse the purpose of interviews; the advantages and disadvantages
Identify the skills, knowledge and behaviours that are required for an effective interviewer
Appreciate the importance of active listening and the barriers to listening
Be aware of the importance of body language
Develop an awareness of the role and responsibilities of the chair person and panel members in the interview process
Compile appropriate questions to elicit evidence for specific core competences
Analyse the different interviewing styles and questioning techniques
Appreciate the importance of McQuaig Reports
Analyse and interpret McQuaig Reports and use them effectively during the interview process
Duration 1 day
Intended audience Managers and Supervisors who are involved in recruitment
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Leadership & Development
Influencing Course Overview This course is a must for anyone who has ever wondered why they can‟t get their message across!
Learning Outcomes: The course will ensure delegates will:
understand how their style affects their ability to influence others effectively
be able to achieve more by gaining the co-operation of managers and colleagues
be able to demonstrate the appropriate use of a process for increasing influence
have considered the effect of different negotiating styles
Duration 1 day
Intended audience Anyone wanting to improve their influencing skills
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Leadership & Development
Time management Course Overview
To develop problem solving and decision making skills
To encourage analytical thinking
To consider a structured process in problem solving
Learning Outcomes: By the end of this course, participants will be able to:
Describe a process for problem solving Describe techniques that will help an objective problem solving process Describe how to use a creative thinking technique to generate ideas Understand how to apply objective decision making to typical workplace scenarios
Pre-requisites None
Duration 1 day
Intended audience Managers, team leaders and supervisors
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Leadership & Development
Shades of perception Course Overview Every wondered why people act the way they do? In order to understand the people around you and how they deal
with problems and decisions, you firstly need to understand why they act and behave in a certain way. This course
will look at their core being that is developed from a very early age. By understanding their strengths and weaknesses
you will be able to adapt your own style to the style of your clients, employees, colleagues and potential new clients.
This course is a look into typical personal behaviour styles, knowing your style and having the skills to determine the
style of others will help you develop strategies for meeting the needs of others.
Why is adaptability so important? Because research has demonstrated that people who have higher levels of
adaptability have a greater likelihood of interpersonal success. And how well you succeed with others can significantly
impact your overall performance.
Learning Outcomes: On completion of this course, you will be able to:
Be aware of the four personal behavioural styles
Understand the strengths and weaknesses of the four styles
Match or adapt your style to influence your audience
Identify how different styles think by analysing how the right & left hand side of the brain filters information
Compare the characteristics of the four personal buying styles when dealing with your clients
Appreciate how each personal behavioural style demonstrates; expressiveness, assertiveness and flexibility
Identify the work preferences of each style and what they enjoy most
Analyse which styles can readily make decisions and thrives on problem solving and those styles that are more reluctant and cautious
Pre-requisites None Duration ½ day
Intended audience Managers and Supervisors who are involved with dealing with people at all levels
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Leadership & Development
Better Business Writing Course Overview To enhance a person‟s ability to write professional, effective documents, communications and reports and present a consistent image of MITIE
Learning Outcomes: By the end of this course, participants will be able to:
Identify guidelines for writing Define the 5 steps of the writing process Engage and influence the audience Identify the appropriate format for business correspondence including – letters, reports and emails. Recognise the appropriate need and use of spelling, grammar and punctuation Present a consistent professional image of MITIE Identify proposals and their components Identify formatting and visual elements in written communications
Pre-requisites None
Duration 1 day
Intended audience Staff at all levels
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Leadership & Development
Effective Report Writing Course Overview To enable individuals to effectively research, compile and present business reports for a variety of situations, in a
consistent and clear approach
Learning Outcomes: By the end of this course, participants will be able to:
Understand the purpose and benefits of reports Define the 5 steps of the writing process Engage the reader Identify the appropriate format and structure for business reports Present a consistent professional image of MITIE Practice the design and research elements of report writing
Pre-requisites None
Duration ½ day
Intended audience Staff at all levels who are involved in report writing
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Leadership & Development
Communication skills Course Overview To improve the communication process and communication skills within the workplace
Learning Outcomes: By the end of this course, participants will be able to:
Describe barriers to communication and how to overcome these Explain how to build rapport with others Recognise the importance of listening and not making assumptions Describe how to make communication clear and the importance of clarity Understand that what is meant is not always what is understood (intention v. perception) Recognise the importance of asking open questions to clarify understanding Describe their experience of a team activity and the key learning points about communication from that
Pre-requisites None
Duration 1 day
Intended audience All levels of staff up to supervisor/junior manager
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Leadership & Development
Coaching skills for managers Course Overview To ensure managers have the skills to coach their staff to higher performance in the workplace
Learning Outcomes: By the end of this course, participants will be able to:
Describe what coaching is and what it is not! Identify the skills that managers will need to be an effective workplace coach Understand how to structure a coaching session with staff members Understand how to coach for development and higher performance Be able to suggest a useful framework for a coaching meeting
Pre-requisites None
Duration ½ day
Intended audience Managers, team leaders and supervisors
Dates and location Will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Leadership & Development
Diamond service Course Overview To enable individuals to understand how to deliver consistent excellent customer service and how to adapt their
behaviour to enhance the customer experience of MITIE
Learning Outcomes: By the end of this course, participants will be able to:
Understand what excellent customer service. Recognise own strengths and areas for improvement The importance of a positive attitude Learn and practice techniques for building relationships Improve telephone communication skills Encourage the use of questioning techniques Making the best first impression How to handle complaints and escalations appropriately
Pre-requisites None
Duration 1 day
Intended audience All support staff who engage with their clients over the telephone
Dates and location Dates/locations will be promoted prior to the event or are available on request
Costs No charge
Accreditation MITIE certificate to confirm attendance
Section 4: Lean Six Sigma
Index: Foundation Yellow Belt Green Belt
LEAN SIX SIGMA
Lean Six Sigma Foundation Course Overview This course provides a basic understanding of Lean Six Sigma including a brief history and how it applies to our FM service offering
Learning Outcomes: Basic lean tools designed to enhance quality output, such as 5S, are taught as well as an explanation of how statistical process control (SPC) techniques are used to ensure new processes are sustained and improved.
Pre-requisites None
Duration 4-5 hours (classroom based)
Intended audience All supervisors and site managers
Dates and location Courses are run on a “as and when basis”. ‟ Please contact [email protected] for further information
Costs MCES delegates - £150 + £20 certification costs per delegate Delegates from other MITIE Divisions - £200 + £20 certification costs per delegate External Delegates outside of MITIE - £400 + £20 certification costs per delegate
Accreditation MITIE certificate to confirm attendance
LEAN SIX SIGMA
Lean Six Sigma Yellow Belt Course Overview You will receive an enhanced overview of Lean Six Sigma concepts and tools and how they are applied to the various disciplines within FM services. Although, the course has a greater emphasis on Cleaning and Environmental Services it is still relevant to all within FM. Delegates will become familiar with the Define-Measure-Analyse-Improve-Control (DMAIC) process and learn and practice a group of basic problem-solving tools together with other basic tools to aid in business/process improvement techniques
Learning Outcomes: The Yellow Belt course content includes techniques for both qualitative and quantitative analysis, as well as the team leadership skills necessary to get projects across the goal line. Once you have completed this course, you'll have all the information needed to play an important role as a valuable member of a Lean Six Sigma project improvement and implementation team. Assessment is by means of a multi-choice set of questions completed at the end of each module.
Pre-requisites Successful completion of Lean Six Sigma Foundation
Duration Online – 10 hours over a recommended 1-2 month period
Intended audience All supervisors and site managers
Dates and location Online
Costs MCES delegates - £75 + £25 certification costs per delegate Delegates from other MITIE Divisions - £100 + £25 certification costs per delegate External Delegates outside of MITIE - £300 + £25 certification costs per delegate
Accreditation National Open College Network (Yellow Belt) accredited
LEAN SIX SIGMA
Lean Six Sigma Green Belt Course Overview This progressive course is designed for those who have completed the Yellow Belt Course and will be going on to work as a Lean Six Sigma Project Manager and/or will have responsibility for a Lean Six Sigma project from inception to completion
Learning Outcomes: This Lean Six Sigma Green Belt course develops and certifies the knowledge and skills of a Six Sigma Yellow Belt graduate. The course content focuses on detailed qualitative and quantitative analytical techniques and data interpretation and includes the methods, the descriptive statistics, and the project management skills necessary to use DMAIC to improve processes. The course is characterised by experiential learning, skill-based training and practical statistics. Certification is based on completion of a worked based project that delivers an immediate benefit to the stakeholder together with a multi-choice set of questions completed at the end of each module.
Pre-requisites Successful completion of Lean Six Sigma Yellow Belt
Duration 13-15 hours e-learning spread over a 1-2 month period (plus work based project).
Intended audience All supervisors and site managers
Dates and location Online
Costs MCES delegates - £225 + £25 certification costs per delegate Delegates from other MITIE Divisions - £300 + £25 certification costs per delegate External Delegates outside of MITIE - £600 + £25 certification costs per delegate
Accreditation National Open College Network (Green Belt) accredited
Index: Getting started in FM – online Understanding FM The Professional Facilities Manager 1 The Professional Facilities Manager 2 The Facilities Management Business School (advanced)
Section 5: BIFM
BIFM
Getting started in FM (online) Course Overview This course gives a practical introduction to 4 essential areas – Knowing your building / the role of the FM; Support Services; FM projects; and H & S / Sustainability
Learning Outcomes: Although primarily aimed at those new to the industry, Getting Started in FM may also provide an excellent refresher if you are an experienced FM looking to reinforce your existing knowledge of best practice
Duration The package should take approximately 4 hours to complete, but you can work through at your own pace, and return to areas previously covered if you wish to, including reviewing your answers to individual tasks
Intended audience Designed for new operational FMs or those with related responsibilities, the package will provide you with a highly practical hands-on guide to the basics of good practice facilities management based on „real life‟ experience
Dates and location Online
Costs £120 per licence (but further discounts are available for multiple licences)
Accreditation You will receive a BIFM Training certificate of completion at the end of the e-course which contributes towards your record of CPD (continued professional development)
BIFM
Understanding FM Course Overview To provide both a comprehensive introduction to key aspects of FM, and provide a solid base of knowledge, techniques and reference material for Facilities Managers
Learning Outcomes: By the end of this course you will understand:
The role of the facilities manager
The scope and breadth of the profession
The importance of FM and its value to organisations
Key elements of building structure and design
The impact of physical building characteristics on facilities management
Key aspects of building services
Key elements of Property Management and leases
The role of space management and the workspace
Practical aspects of space planning
Re-location / Move Management
Key elements of Energy and Environmental Management
How to develop and implement maintenance management programmes
The principles of commissioning and managing contract services
How to approach tendering and letting contracts
How to deliver a customer centric FM service
How to measure customer requirements and satisfaction levels
The key Health & Safety responsibilities for FM‟s
Routes to Professional Development within FM
Duration This course is an intensive 3-day introduction to the FM profession and best practice in day-to-day operations.
Intended audience Designed for newly appointed staff and those with less than two to three years‟ operational experience looking to broaden their range of responsibilities
Dates and location Available on request
Costs £995
Accreditation You will receive a BIFM Training certificate of completion at the end of the course which contributes towards your record of CPD (continued professional development)
BIFM
The Professional Facilities Manager 1 Course Overview This course will help delegates understand the strategic impact of facilities management on organisations, and the business drivers that determine operational priorities. You will learn how to apply management techniques to add value to the facilities management operation and improve its performance in line with organisational objectives. It will encourage you to recognize and act on opportunities to improve overall business performance through more effective facilities planning and management
Learning Outcomes: By the end of this course you will be able to describe:
The wide scope, extent and diversity of the FM function
How Facilities Management relates to organisational objectives and business drivers
The impact that commercial priorities and culture have on the provision and resourcing of FM services
The key factors driving facilities requirements and how these influence the priorities for FM service levels and resourcing
The key functions of Facilities Management and how it responds to a variety of business models
How to identify and best deliver and manage support services and building services
Whether it is best to deliver services in-house or using outsourcing
Key aspects of financial management for facilities managers and understanding facilities costs in the wider business context
How to collect and interpret financial information and to explore the part played by FM in the business as a whole
How occupancy costs fit in to the context of the wider business
How to manage a relocation project, and the key principles of project management
Structuring project teams, understanding roles and responsibilities
How to identify key environmental and sustainability issues, legislative requirements and develop a mitigation plan
Appraisal tools for assessing your energy and environmental management status, and how to avoid energy waste
Risk assessment methods and business continuity planning
How to develop and implement disaster recovery strategies
The role of security, security threats, and measures to reduce weaknesses
Key aspects of fire safety management, statutory obligations and fire risk reduction
Why health and safety is important and how it can be managed.
Duration 3 days
Intended audience You will need a minimum of two or three years‟ management experience in the field, and are looking to develop an already sound understanding of day to day operations into a strategic view of facilities management
Dates and location Available on request
Costs £1,185 (this includes a discount of 20%)
Accreditation You will receive a BIFM Training certificate of completion at the end of the course which contributes towards your record of CPD (continued professional development)
BIFM
The Professional Facilities Manager 2 Course Overview To provide the managerial skills and knowledge that will improve the effectiveness of facilities managers, with particular focus on building successful relationships and commercial awareness
Learning Outcomes: By the end of this course you will be able to describe:
Techniques for Performance Improvement in FM
Key issues of Commercial Awareness
How to optimise and develop staff and skills
How to develop effective relationships with Suppliers & Specialists
The essentials of Relationship Management
Information & Knowledge Management using IT and Technology
How to improve Personal Effectiveness in FM
How critical Communication is to the role of FM
Duration 3 days
Intended audience You will require a minimum of two or three years‟ management experience in the field, who wish to focus on improving their performance through developing more effective relationships
Dates and location Available on request
Costs £1,185 (this includes a discount of 20%)
Accreditation You will receive a BIFM Training certificate of completion which contributes towards your record of CPD (continued professional development)
BIFM
The Facilities Management Business School (Advanced) Course Overview The course explores the critical relationship between business and organisational objectives and facilities management operations. It provides both new ideas and the opportunity for managers to extend and refine their knowledge and skills. It highlights ways in which innovative practice can help policy maker‟s model new approaches and resourcing structures. It addresses the key issues affecting the successful implementation of change A key feature of this course is a group exercise conducted in syndicates culminating in a presentation to a „board of directors‟ on the final afternoon. The purpose of the exercise is to reinforce knowledge from the presentations, and encourage delegates to articulate the importance and value that effective Facilities Management can deliver to organisations
Learning Outcomes: By the end of this course you will be able to describe:
Where FM sits within the context of organisational and business infrastructure
How to identify the FM strategy that will best satisfy your organisation
How FM is viewed by senior management and by Boards of Directors
How to relate your service to corporate strategy
New ways of working and the workplace of the future
The workplace in the light of changing organisational and commercial requirements
New design features and new ways of working
What kinds of buildings and support infrastructure we need in the future
What leading-edge occupiers are doing and predicting
How to ensure there is adequate property available to support the business needs of the organisation
How facilities managers can promote Corporate Responsibility within their organisation
How to measure and improve performance in Corporate Responsibility
The business case for investment in Corporate Responsibility FM, Contracting, PFI and property – the current and potential future directions
How people respond to new working practices, and how they are affected by change
How to maintain morale and commitment during change
What we mean by cultural change, and how it can be achieved Planning & leading change including an 8 stage model
Duration 3 days
Intended audience A case study driven course aimed at FMs with over 3 years‟ managerial experience
Dates and location Available on request
Costs £1,235 (this includes a discount of 20%)
Accreditation You will receive a BIFM Training certificate of completion which contributes towards your record of CPD (continued professional development)
Please contact us if you have any other questions or requirements: Email: [email protected] Tel: 0117 322 1486
Please contact us if you have any other questions
or requirements
: 0117 322 1486
: MiNet / People / Training / FM Training