UHB Training Portfolio 2015University Hospitals Birmingham NHS Foundation Trust Education Centre Telephone: 0121 371 4210 Email: [email protected] Training Portfolio

University Hospitals Birmingham NHS Foundation Trust

Education Centre

Telephone: 0121 371 4210 Email: [email protected]

Training Portfolio

ContentsIntroduction

Course led by Human Resources (HR)

Delegates attend course in person

Vocational opportunity which can lead to a certificate or diploma

Key

Living our Values• Trust Induction 4• Delivering the best in care 5• Customer Care 6

Communication Skills • Communication Skills 7 • Introduction to British Sign Language (BSL) 8• Meetings and Minutes 9• Telephone Etiquette 10 • Conflict Resolution 11

Coaching • Introduction to Coaching and Mentoring 12• The Coaching Manager 13

Equal Opportunities • Equality and Diversity 14• Application Form and Interviewing Skills 15• Fair Selection (Discrimination in Recruitment) 16• Recruitment and Selection 17

Management Development • Basic Presentation Skills 18• Train the Trainer 19• Speaking with Confidence 20• Developing your Leadership Skills 21• Action Centred Leadership 22• MBTI (Myers Briggs Type Indicator) 23• Team Development Sessions 24• Managing change in the NHS 25• Assertiveness Skills 26• Writing Effective Reports 27• Time Management 28

Performance Management • Appraisal Skills for Managers 29• Preparing for the Appraisal Meeting 30• The Proactive PA 31• People Management Essential Skills 32• Managing Sickness Absence 33• Managing Poor Performance 34

Project Management • Introduction to Project Management 35

Vocational Qualifications • Principles of Teamleading Level 2 36• Business Administration Certificate Level 2 37• Business Administration Diploma Level 3 38• Customer Services Certificate Level 2 39• Customer Services Diploma Level 3 40

Welcome to the UHB Education Centre Training Portfolio

The Education Centre was launched in 2013 and is situated on the fist floor of the QEHB. The centre aims to be a one-stop-shop for all your learning and development needs. It is the front door to signpost you to all education, teaching and training taking place in the Trust. There are also a number of externally delivered courses which are advertised here.

The centre aims to deliver a high quality service, to ensure that all staff are supported and are able to access the training they require when they need it. The centre supports the Trust’s Vision and Values by ensuring staff have the skills and knowledge they need to carry out their roles.

We have some really exciting developments that mean that you will have increased access to information advice and guidance to support your learning and career development, as well as access to a range of in-house programmes from key skills to masters degree level awards.

You will find a complete A to Z of courses opposite and individual course prospectus within the portfolio as well as more specific information tailored to your needs. If you are delivering educational interventions and development courses, modules and events you can add these to the A to Z course prospectus by emailing [email protected]

The department will enjoy working with you to design workshops, coaching sessions, courses or programmes which will be crafted to achieve your required outcomes.

University Hospitals Birmingham NHS Foundation Trust Education Centre. Training Portfolio | 3

Living our Values

Trust Induction

Aim

Trust Induction is mandatory for all new starters. Its aim is to introduce the mission, purpose and vision and values of the Trust and link them to the actions expected by staff working in the Trust.

Duration

Current format is one day

Proposed Audience

All new starters or those returning to the trust after a break of three years or more.

Purpose

The purpose of Corporate Trust Induction is to introduce you to trust UHB help facilitate the process of local induction. The process of induction may be managed over a number of weeks and is designed to ensure you receive the essential information you need to know about the Trust in general, your new work environment, and your colleagues.

Pre-requisites

All new starters to the Trust are required contractually to attend.

Topics Covered

Changes to topics included in Trust induction do occur from time to time but generally topics will be drawn from the following:• Welcome• Chief Executive Introduction• UHB – an introduction to who we are and our values• Executive Director• Recycling• Innovation• Customer Care• Fire• Information Governance• Infection Control• Resuscitation• Security and Conflict Resolution• Governance• Manual Handling• Occupational Health• Health and Safety• Equality and Diversity

Minimum Numbers/Maximum Numbers

Minimum 20, maximum 200.

Reasonable Adjustment

If you have any disability that might effect your participation in any training programme, please inform the Learning and Development department in advance. The team will attempt to make reasonable adjustments to ensure your involvement and participation.Telephone extension 14210or email [email protected]

Dates and Locations Dates are generally every two weeks during the year. Dates and locations are to be found in the Training and Development section (red tab) of the Trust internet.

How to book

Courses can be booked by telephoning Training Administration on extension 14210.

4 | University Hospitals Birmingham NHS Foundation Trust Education Centre. Training Portfolio

Living our Values

Aim

This highly participative and interactive seminar aims to ensure all UHB staff understand the Trust’s vision and values and are able to assign them to their daily work demonstrating individual initiative. During the seminar you’ll be thinking about life in the new hospital and working together to look at how each of us can play a valuable role in making the transition as smooth as possible, by using the four Trust values – respect, responsibility, innovation and honesty.

The seminar will be informal and interactive (and hopefully a lot of fun!). No jargon, no marketing – just some straightforward ideas and activities which should help you understand how you can develop your own working style and be a really positive influence in supporting the delivery of our values.

Duration

Half day, 9:00 – 12:00 or 13:00 – 16:00

Proposed Audience

Everyone in the Trust and in particular new starters.

Purpose

Enhance UHB’s reputation, increase customer satisfaction, Improve attitudes and develop techniques to help deliver the best in care, demonstrating our values on a daily basis.

Pre-requisites

There are no pre-requisites

Topics Covered

• Values DVD• What living our values means• Responsibility• Respect• Innovation• Honesty• Bringing it all together• A Personal Action Plan


Events run best when there are between 10 and 20 delegates. Sessions can be arranged specifically for departments/wards (please speak to the Training Administration Team)



Dates and Locations

Dates and locations are to be found in the Training and Development section (red tab) of the Trust intranet.

How to book


…I now understand what the values mean and the part I have to play in making them a reality.”Michelle Watts Personal Assistant Strategy and Performance

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Delivering the best in care


Living our Values

Aim

“You don’t get a second chance to make a first impression” This course aims to ensure UHB staff project the right impression, and enable them to understand the vital importance of customer service in our organisation, plus provide tools to assist them in providing exceptional customer service, either themselves or through the actions of their staff.

Duration

One day, 9:00 – 17:00

Proposed Audience

Everyone in the organisation who communicates with patients, relatives, and colleagues, either face to face, via email, or on the telephone.

Purpose

Improve customer satisfaction; enhance UHB’s reputation. Improve attitudes and develop techniques to handle rudeness and complaints positively and assertively. Develop a “customer-led” approach to our business.

Pre-requisites


Topics Covered

• What is Customer Service? • Who are your Customers? • Meeting Expectations • Standards • Communication • Telephone Techniques • Dealing with Challenges • Dealing with Difficult People • Seven Steps to Customer Problem Solving • The Recovery Process • Eliminating Customer Service Problems • Doing Your Part • A Personal Action Plan

Please note,Bespoke courses are also available to improve customer care in your areas, just ask us.


Events run best when there are between 10 and 20 delegates.

Sessions can be arranged specifically for departments/wards (please speak to the training administrators)



Dates and Locations


How to book


Customer Care


Communication Skills

Aim

By the end of the session delegates will be able to:• understand the need for being an effective listener• be able to develop communication skills• understand the benefits of good communication with others• communicate within a team

Duration

3hrs.

Proposed Audience

Mainly geared towards staff within bands 1-4.

Purpose

Communicating effectively and getting the right information to the right people is all important in running a smooth organisation. This is a ‘dip-in’ interactive session for staff.

Pre-requisites

There are no pre-requisites.





Dates and Locations Dates and locations are to be found in the Training and Development section (red tab) of the Trust internet.

How to book





Introduction to British Sign Language (BSL)

Aim

The one day BSL training programme aims to provide delegates with the basic BSL finger spelling techniques to communicate with deaf BSL users. No previous experience in signing is required as training will prepare attendees to interact with deaf people on a basic level.

Duration

1 day programme 9.30am – 4.30pm

Proposed Audience

This course is initially for, greeters, reception and frontline staffs are encouraged to attend the BSL course.

Topics Covered

The course will cover the basics of deaf awareness, deaf culture and technology. Delegates will learn how to finger spell, the alphabet, greetings and introductions.• Improved awareness of deafness and related issues • Gain confidence in communicating with deaf people • Learn the basic BSL finger spelling techniques to communicate

with deaf people • Practice the learning you have obtained of BSL finger spelling • Discover conversation groups to practice learning


15-20 delegates



Dates and Locations

As advertised on the intranet.

How to book

Courses can be booked by emailing [email protected] or telephone 14214.



Meetings and Minutes

Aim

Effective planning, objective setting and communication skills can transform the way your meetings run, increase productivity and enhance morale. This course gives a full understanding of the meeting process and how to control and energise discussion and thereafter capture what went on and record it accurately.

Course Benefits

Appreciate the importance and relevance of thorough preparation, gain increased confidence when listening and improve accuracy of note taking, be able to build the relationship between the chairperson and the minute taker. The course will also illustrate how to collect and collate material and formulate useful agendas and write concise and accurate minutes from notes in an appropriate style.

Duration

One day, 09:30 – 16:30

Proposed Audience

Anyone involved in chairing or leading meetings, writing agendas or taking minutes at formal or informal meetings and who want to manage meetings better and improve their skills in writing clearly, concisely and effectively.

Pre-requisites


Topics Covered

• Course Overview• Purpose and timing of a meeting. • Selecting the right people • The importance of a well-planned agenda and accurate

minutes in achieving successful outcomes• How to plan and prepare the agenda in relation to the

content, sequence, presentation and timing• Successful chair qualities, encouraging discussion, questioning

and listening techniques• Taking notes including listening techniques, concentration and

using a manageable format.• Writing minutes including organising material, correct

structure, being concise and clear, proper use of language (practical exercise)

• Common faults in business writing and how to avoid them• Focusing on the objective and controlling timings• The basic rules for good writing – accuracy, brevity and clarity• Compiling and constructing information logically.• Effectively using clear and concise English to improve

readability. • Summarising and implementing action plans





Dates and Locations

Dates and locations are to be found on the training and development intranet site under “Leadership programmes”

How to book




Telephone Etiquette

Aim

• Help you control difficult situations• Deal effectively with telephone calls• Enhance your listening skills• Appreciate the importance of customer care• Enjoy and take part

Course Benefits

Half a day, 9:30 – 12:30.

Proposed Audience

Anyone wishing to improve their telephone communication skills.

Purpose

This session looks to explore how to deal effectively with telephone calls and enhance your listening skills. We investigate the importance of customer care during telephone calls and the need to present a business like image on the telephone, whilst maintaining the Trust Values.

Pre-requisites


Topics Covered

• Explain the techniques and skills that will help to ensure you are competent at making and receiving calls at UHB.

• Demonstrate ways of presenting a business like image, which will help to inspire colleagues and customers confidence in you.

• Follow correct UHB Trust organisational procedures when using the telephone.

• Incorporate Trust vision, purpose and values.





Dates and Locations

Dates and locations are to be found in the Training and Development section (red tab) of the Trust internet

How to book




Conflict Resolution

Aim

Could you handle a difficult or aggressive person in a safe and legal manner? Would you know how to guarantee the safety of you and those around you?

This training course addresses these issues and will show you step by step how to handle conflict and aggression in the most effective way.

The Conflict Resolution training course is an introductory level course suitable for anyone working with the general public who may find themselves in potential situations of conflict. This session maybe mandatory for some staff groups. please see intranet site.

Duration

Three hours: 09:30 – 12:30.

Proposed Audience

Anyone who might be exposed to a conflict situation.

Purpose

This Conflict Resolution training course is an introductory level course suitable for anyone working with the general public. Delegates will learn to recognise many aspects of conflict and to explore and understand different methods and techniques to effectively manage and resolve conflict situations.

Topics Covered

• Describe common causes of conflict.• Describe two forms of communication, i.e. verbal and non-

verbal.• Give examples of communication breakdown.• Explain three examples of communication models that can

assist conflict in conflict resolution.• Understand patterns of behaviours that may encounter during

different interactions.• Explain the different warning and danger signs.• Give examples of impact factors.• Describe the use of distance when dealing with conflict.• Explain the use of “Reasonable Force” as it applies to conflict

resolution.• Describe different methods for dealing with possible conflict

situations.

By the end of the course those attending will have been helped to:• Become more confident about dealing with violence and

aggression by identifying types of behaviour & triggers to violent aggressive behaviour.

• Know the Health & Safety issues regarding violence & aggression in the work place.

• Recognise and understand how their own body language and methods of communication can affect others.

• Realise that defusing & de-escalating situations are by far the best way of dealing with a potentially violent or aggressive situation

Pre-requisites






Dates and Locations


How to book



Coaching

Introduction to Coaching and Mentoring

Aim

This one-day interactive, participative session is suitable for any member of staff who is new to Coaching and Mentoring.

Course Benefits

One day, 09:30 – 16:30.

Proposed Audience

Anyone interested in exploring the topic of coaching and mentoring at a beginners level.

Purpose

The course enables the beginner to identify the characteristics, purpose, role and contribution of coaching and mentoring to development. A high level of delegate participation will be required for this session as the coaching practical is designed to give realism to the theory. Also available is a two day Coaching for Managers Course.

Topics Covered

• Characteristics and Purposes of Coaching and Mentoring• Use of Reflection (Review)• Preparing for Coaching and Mentoring• Skills of a Great Coach and Mentor• The Coach and Mentors Toolkit• Coaching Practical(s) using the GROW model





Dates and Locations

Dates and locations are to be found in the Training and Development section (red tab) of the Trust internet

How to book



Coaching

Aim

The aim of this course is to provide leaders and managers with a theoretical, as well as a practical framework of communicating through the contemporary method of coaching.

Duration

2 days, 9:30 – 16:30 both days.

Proposed Audience

Anyone employed at a management level who has a responsibility to lead and manage.

Purpose

This is an interactive programme, tailored for leaders or managers who would benefit from obtaining the knowledge and skills to coach their staff, In order for them to form their own conclusions to situations. Furthermore coaching staff to achieve change and boost performance.

Pre-requisites


Topics Covered

Day 1• Understanding coaching. • Using coaching as a performance booster. • The coaching manager’s roles. • Developing core skills of coaching.• Learning the difference between online and offline coaching

Day 2• Two Coaching frameworks. • Practising and refining your approach. • Overcoming potential barriers and planning for success.





Dates and Locations

Dates and locations are to be found in the Training and Development section (red tab) of the Trust internet.

How to book


The Coaching Manager


Equal Opportunities

…I wanted to congratulate you on what was by far and away the most influential and thought provoking lecture I have been to yet. It was a seriously impressive presentation and the video clips added hugely to the message that you put across…”Nicholas Crombie Clinical Service Lead, Anaesthesia

Equality and Diversity

Aim

The aim of the course is to explore diversity in the workplace. This one day course focuses on integrating Diversity within an equal opportunities framework by giving you the opportunity to explore “differences”, whilst understanding anti-discriminatory guidelines.

It asks the questions: What is equality and diversity Why is it so important for our work in UHB What role you have to play

The objective is to create a culture within UHB where discrimination is simply not tolerated.

Course Content

• Theory and rationale. What is diversity? Why should we explore it?

• Equal opportunities and managing diversity • An overview of current legislation and its legal implications • Assumptions, attitudes, stereotyping and past life-experiences • What is discrimination in the workplace? • What helps and hinders inclusion and exclusion? • How do we break inappropriate behaviour? • Exploring stereotyping and prejudice • Behaviour profiling - which profile fits you? • Discuss tools and skills which initiate change • Active listening - What are open and closed questions? • Action Plan on how we can engage with diversity

Course Benefits

This course equips those attending with the knowledge, skills to ensure an understanidng of equality and diversity and a recognition of discrimination if it occurs in the workplace. It’s a course about recognising the importance of communication and feedback, understanidng assumptions, prejudice and stereotyping. Thise attenidng will identify their own prejudices and understand who this leads to discrimination.

Duration

Half Day either 9:00 – 12.30 or 13:00 – 16:30.

Proposed Audience

This course is for anyone working within UHB who is interested in embracing Difference and the Equality & Diversity agenda.

Purpose

To provide staff with the knowledge and skills that will help them to recognise and deal with discriminatory behaviour.

Pre-requisites

There are no prerequisites.

Topics Covered

(many of which are highly interactive)• Define what equality and diversity mean. • State the key equalities strands. • Identify how discrimination occurs. • Describe UHB’s responsibility for equality and diversity. • State their own individual responsibility for equality and diversity. • Challenge discriminatory behaviour or practice.• Definition of equality and diversity. • How stereotyping leads to discrimination. • Overview of equalities legislation framework. • Responsibility for equality and diversity. • Meeting diverse customer needs.





Dates and Locations


How to book



Equal Opportunities

Aim

The half day application form and interview skills training course will enable attendees to understand the good practice principles of completing an application form and attending an interview.The overall aim of the workshop is to enhance the existing knowledge and skills of completing an application form and being interviewed. The course will do this by covering the following:• Processes involved in attending an interview • Interview preparation • Effective communication skills in the interview process • Dos and don’ts of being an interviewee • Legal aspects of an interview

Duration

Half day, 9:30 – 12:30.

Proposed Audience

All staff groups.

Purpose

This is an interactive programme, tailored for any audience who is due to attend an interview and will provide a basic practical understanding of how to gain success in an interview.


15-20 delegates.



Dates and Locations Dates and locations are to be found in the Training and Development section (red tab) of the Trust internet.

How to book


Application Form and Interviewing Skills


Equal Opportunities

Fair Selection (Discrimination in Recruitment)

Aim To give delegates a greater confidence and effectiveness when undertaking interviews, to understand what is acceptable and also to understand what is unacceptable.

Duration

Half a day, 9:30 – 12:30

Proposed Audience

Anyone who is a novice at planning and taking part in interviews from the point of an interviewer.

Purpose

• How best to plan and prepare for interviews• How to hold an effective interview• The most common pitfalls to avoid

Pre-requisites


Topics Covered

• The legal framework• What is discrimination?• Protected characteristics• Claims• Responsibilities of the interviewer• Stereotyping• Planning• Selection criteria• Advertising• Experience• Targeting• The interview itself• Reasonable adjustments• Decision time• Keeping records• Common mistakes





Dates and Locations


How to book



Equal Opportunities

Recruitment and Selection

Aim

• Outline the key components in Recruitment and Selection practice

• Have a basic understanding of the job evaluation process • Understand the benefits of good recruitment and selection

practice • Understand the impact of legislation in relation to the

selection of staff • Have a basic understanding of how to undertake recruitment

and selection activities

Duration

One day, 9:30 – 17:00.

Proposed Audience

Suitable for any member of staff who is responsible for managing Trust personnel.

Purpose

Understand the requirement for people management issues to be managed consistently and in-line with best practice.

Pre-requisites






Dates and Locations


How to book



Management Development

Basic Presentation Skills

Aim

To introduce staff to the considerations of planning and structuring a presentation.

Course Benefits

Half a day, 9:30 – 12:30

Proposed Audience

Anyone who is a novice at planning and structuring presentations.

Purpose

To become more effective at planning, structuring a presentation and considerations when delivering a presentation.

Pre-requisites


Topics Covered

The Presenter’s Checklist Considerations when:• Planning• Preparing• Structuring and Delivering a Presentation

Tips when building a presentation in PowerPoint

This course does not teach staff how to use PowerPoint but suggests tips when building a presentation in PowerPoint. The session is a prelude to other courses such as ‘Speaking with confidence’, and ‘Train the trainer’.





Dates and Locations


How to book




Train the Trainer

Aim

This Train the Trainer course is designed to improve your training techniques and increase your confidence when delivering training courses.

Duration

Two days, 9:00 – 17:00.

Proposed Audience

Anyone who prepares and delivers training.

Purpose

A comprehensive train the trainer course for trainers. This train the trainer training will enable you to successfully deliver training courses to the highest standard.• Adapt your style and material to suit the situation• Work with difficult situations and people• Change tack quickly and without fuss• Meet people’s needs and expectations• Handle your delegates’ anxieties and nervousness• Surprise your participants and yourself• Make learning and development exciting and creative

Most of all, we build confidence; the confidence to know that whatever is thrown at you, you will be able to make it work.

Pre-requisites

Delegates on this train the trainer training course are asked to prepare and bring a 5 minute training session to the first day of the Train the Trainer course. The session topic can be any topic of your choosing (e.g. ‘How to Tie a Shoelace’!). This session is an important part of the train the trainer course as it gives you something personal to work with during the two days, and everyone will be asked to present their session to the rest of the group.

Topics Covered

• Running the room effectively and using your Personal Style• Introductions and objectives • Understanding group dynamics• Identifying your personal training style and staying true to it• Working the room• Turning the volume up and down• Setting the tone• Using anecdotes and personal stories to exemplify your

training work• Knowing how to treat those in the room• Animation - knowing when to turn it up and down• Dealing with difficult participants and situations • Train The Trainer Training Day Two - Seeing• Discover your ability to actually see what’s going on in the

room• ‘Removing’ yourself from proceedings• Knowing your own behaviour• A look at patterns and beliefs• Realising that everyone sees things differently• Seeing and dealing with sudden changes within your training

environment• Recognising and dealing with potentially undermining

situations• An opportunity to play out or rehearse specific scenarios• Designing a Training session• Wrap up and review





Dates and Locations


How to book




Speaking with Confidence

Aim

Speaking before others in a meeting or more formal environment is many people’s greatest fear. Yet it needn’t be. With a little bit of guidance and practise, all of us can become accomplished communicators.

These days the ability to communicate well to an audience of 1, 10, 100 or 1000 can help to ensure personal and professional success. From selling yourself at an interview, to presenting a new product or service to colleagues or customers. From motivating staff, to persuading management to accept a proposal. In each of these situations good communications skills are of vital importance.

Purpose

The purpose of this one day course is to equip people with communication skills that will be invaluable in work and life. Conducted within a supportive and encouraging environment, this one-day course helps delegates to feel comfortable when speaking before others. The course focuses on: • Speaking before an audience to time• Developing impromptu speaking • The importance of vocal variety• Selecting the right words to communicate ideas• Organising thoughts into a logical sequence• Learning the value of gestures and body movement• Learning the value of props• Why are good public speaking skills important?• What makes for good speechcraft?• The three Cs: Content, Content, Content• Organising a speech• Speaking to inform• Speaking with conviction• Evaluating others

Proposed Audience

This event is suitable for staff who are already, or who will be, delivering formal presentations, or talks either scripted or unscripted and who wish to gain additional communication skills and increase their self confidence, awareness of non verbal communication and other associated techniques.

Course Objectives

By the end of this event participants will have:• Improved representation of themselves• Improved communication of key messages• Improved internal and external communication• Improved speech craft ability• Improved 1:many and 1:1 communication skills• Increased motivation• Increased confidence

Duration

One day, 9:00 – 17:00.

Course Benefits

Guaranteed benefits for delegates: • Improved communication skills when speaking to audiences of

1 or more people• Increased motivation and confidence • Improved ability to capture and hold the attention of others

Guaranteed benefits for organisations: • Improved corporate image due to better representation of an

organisation• Improved external and internal communication• Better communication within teams• More effective execution of presentations and work

Pre-requisites

It is recommended that participants consider attending Basic Presentations Skills before attempting this course. Each participant will be actively engaged in a variety of speaking situations and take on different roles throughout the day. A pre-requisite is that participants are expected to prepare a presentation, on any subject they find interesting, (not work related) and bring it ready to present to the other participants. The presentation should be exactly six minutes long and will be videoed to allow participants the opportunity to reflect on and refine their performance. The presentations should require no visual aids.



Sessions can be arranged specifically for departments/wards (please speak to the HRBS administrators).



Dates and Locations

Dates and locations are to be found in the Training and Development section (red tab) of the Trust intranet under “Personal development programmes”.

How to book




Developing Your Leadership Skills

Aim

To provide new team leaders with the necessary knowledge, skills and behaviours, to help increase their effectiveness in their current roles.

To equip team leaders with the managerial skills necessary for them to adapt to changing demands in the future.To help team leaders to fulfil their potential within UHB.

Duration

One day, 9:00 – 17:00.

Proposed Audience

Particularly for new team leaders but also for anyone within UHB working within a new team leading environment generally at a Band 5 level.

Purpose

To provide staff with an introduction to the essential skills that will help them with the transition from working “within a team” to “team leading”.

Pre-requisites

To be a newly appointed Band 4 team leader.

Topics Covered

(many of which are highly interactive)• Pioneers travelling to the West• Working as a team• Grid Exercise• Definition of a team• Poor & Good team indicators• The Change Curve (why teams get dismayed before they get

energised)• Managing change - Group analysis of grid exercise• Tools to help improve teamwork• Assertiveness vs Delegation• Recognising different behaviours• Why is assertiveness difficult?• What’s stopping you?• 5 ingredients to achieving assertiveness• The assertive skills pack• Dealing with difficult people• Why people can be difficult or demanding• How to improve communication and listening skills• Building bridge/removing barriers• Managing tricky behaviours and how to diffuse difficult

situations• Dos and don’ts of difficult behaviour• Professional skills• How are you feeling today?• Getting the balance• Accentuate the positive• Getting the message across• Time management skills• Two approaches to time management• What is Time Management?• Prioritisation• Time bandits





Dates and Locations


How to book


Thank you an enjoyable session. I found it very helpful.”Fiona Dunne Histopathology MLSO2



Action Centred Leadership

…I was worried about what I was going to expect, but the two days were the most enjoyable and informative I’ve spent since joining the NHS… ”Adam Layland West Midlands Ambulance Service

Aim

John Adair’s Action Centred Leadership™ or ACL® is one of the best known leadership models in the world. Organisations worldwide use it to develop their leadership capability and management skills. It is both practical and highly effective. This course is a two day introductory event for managers, supervisors and team leaders.

Course Benefits

This course is the first building block of leadership programmes within UHB and as such is a prerequisite for attending further leadership events. Whether participating in further events or not this two day event will be of benefit to any manager, supervisor or team leader wishing to further their skills.

Duration

Two days, 09:30 – 17:00 both days.

Proposed Audience

Managers, Supervisors and Team Leaders.

Pre-requisites

You need to be a line manager, supervisor, or team leader and be able to take two consecutive days out as there is a commitment to attend both days.

Topics Covered

• What is Leadership?• Approaches to Leadership• Leadership Qualities• The Qualities Approach. The Situational Approach and the

Functional Approach• The Three Circles• Group theory, common needs, the circles interact• Specific leadership situations• Maslow’s hierarchy of Needs• Satellite Theories• Herzberg’s Motivators and Hygiene Factors; Needs and

Motivation Survey• Leadership Functions• Defining objectives, planning, briefing, controlling, supporting

and re viewing• Leadership checklist• McGregor’s theory X & Y• The Role of the Leader• The role of the Leader, the helicopter view• Tannenbaum & Schmidt• Course review and Action Planning





Dates and Locations


How to book




MBTI – Myers Briggs Type Indicator

Aim

Have you ever heard someone describe themselves as an INTJ or an ESTP and wondered what those cryptic-sounding letters could mean? What these people are referring to is their personality type based on the Myers-Briggs Type Indicator (MBTI). The Myers-Briggs Personality Type Indicator is a self-inventory test designed to identify a person’s personality type, strengths and preferences. The test was developed by Isabel Myers and her mother Katherine Briggs based on their work with Carl Jung’s theory of personality types.

Today, the test is one of the most widely used psychological instruments in the world.

Duration

One day, 9:30 – 16:30.

Proposed Audience

Anyone wishing to learn more about themselves as taking the Myers-Briggs Type Indicator can provide a lot of insight into your personality, which is probably why the test has become so enormously popular. Even without taking the formal test, you can probably immediately recognize some of these tendencies in yourself.

Purpose

Based on the answers to the questions on the inventory, people are identified as having one of 16 personality types. The goal of the MBTI is to allow respondents to further explore and understand their own personalities including their likes, dislikes, strengths, weaknesses, possible career preferences and compatibility with other people. No one personality type is “best” or “better” than any other one. It isn’t a tool designed to look for dysfunction or abnormality. Instead, its goal is simply to help you learn more about yourself.

Pre-requisites


Topics Covered

The test itself is made up of four different scales:

Extraversion (E) - Introversion (I): The extraversion-introversion dichotomy was first explored by Jung in his theory of personality types as a way to describe how people respond and interact with the world around them.

Sensing (S) - Intuition (N): This scale involves looking at how people gather information from the world around them.

Thinking (T) - Feeling (F): This scale focuses on how people make decisions based on the information that they gathered from their sensing or intuition functions.

Judging (J) - Perceiving (P): The final scale involves how people tend to deal with the outside world.


Events run best when there are between 10 and 20 delegates and in particular teams who work together.



Dates and Locations


How to book




Team Development Sessions

Aim

These sessions are built to order and can be a little as an hour and as much as two days depending on your requirements. The sessions are built to improve communications, planning, analysing, working together, conflict situations, negotiating etc. They are generally “hands on” and fun.

Duration

Minimum on hour – maximum two days. Bespoke to your needs.

Proposed Audience

Anyone wishing to learn more about themselves and build a team, or make a team stronger.

Purpose

The goal is simply to help you learn more about yourself and develop a greater team rapport.

Pre-requisites


Topics Can Include

• Teambuilding• Planning• Communicating• Leadership• Performing for excellence• Business priorities• Colour blind• Zin• Planks • Airlift • Meetings! Meetings!• Rocket• Set your objective• Teamwork challenge• The Assertiveness Game• The Bank Job• The Coaching Game


Events run best when there are between 10 and 20 delegates and in particular teams who work together.



Dates and Locations Dates and locations are on request.

How to book


I just wanted to send a note to say a BIG THANK YOU!..... on reflection it was a really valuable experience for us as a group and I certainly feel like I know the others better now and I’m sure this will be important to us as a group and our onward careers at UHB.”Emma Williams Group Support Manager



Managing Change in the NHS

Aim

This workshop provides a toolkit which is designed to help you and your staff manage the process of change which is being experienced within the NHS. Change affects us all in different ways, and can be different for different people.

This workshop provides a series of tools, theories and exercises to help you work through the changes being experienced, and hopefully to gain some further insight into your own perception of change and that of your staff, along with the opportunities and threats that change presents.

Some of the toolkit is written for general information. Some of it requires you to think hard about your values and priorities and the values and priorities of your staff.

Duration

One day: 9.00 – 17.00

Proposed Audience

Anyone wishing to understand what happens to us during change and particularly those managers with teams who are going through the process of change with the move into the new hospital.

This toolkit aims to appeal to a range of readers, therefore it provides some theory of change, alongside some practical exercises to complete. Some of the material focuses on organisational change, whilst some is personally focused.

Purpose

To provide a toolkit designed to help you and your staff manage the process of change.

Pre-requisites


Topics Can Include

• The toolkit is divided into four sections:• Introduction• You and Change – What happens to individuals during

change - Denial - Frustration - Uncertainty - Acceptance - Exploration - Commitment• Teams and Change – Looking at your role as a leader in the

change process - The case for change - Responses to change - Management of change - People and improvement - Six steps for implementing change - Communications checklist• Help with Change – A selection of checklists, models and

tools to help you manage and understand the change process - Forcefield analysis


Events run best when there are between 10 and 20 delegates. Sessions can be arranged specifically for departments/wards (please speak to the Training Administration Team)



Dates and Locations Dates and locations are to be found on the training and development intranet site under “Leadership programmes

How to book




Assertiveness Skills

Aim

By the end of the session delegates will be able to:• Understand assertiveness and problems that may occur.• Explain comparisons between assertiveness, aggressive and

submissive behaviours.• Understand the need for being an effective listener.

Duration

3hrs.

Proposed Audience

Mainly geared towards staff within bands 1-4.

Purpose

Assertiveness training suitable for staff within who are interested in discovering how to present themselves in a more positive and confident manner.

This is an interactive session where learners participate in group activities.

Pre-requisites






Dates and Locations


How to book




Writing Effective Reports

Aim

Good ideas do not always get the attention that they deserve. Frequently, badly organised, wordy reports tend to hide important information, and the important messages are lost.

Duration

One day, 9:00 – 12:30.

Proposed Audience

Anyone who produces reports and needs them to be understood and acted upon.

Purpose

Because reports play an essential role in many business operations, they need to be read, understood, and often, acted upon. Unfortunately, most of us have too much to read and too little time to plough through all of the paperwork that lands on our desks.

If writers include too much information or too many words, they produce reports that are lengthy, wordy and difficult to read; if they use overly-formal language and an inconsistent or inappropriate layout, their reports will be unappealing and unclear.

We show participants a systematic approach to report writing so that they are able to write clear, logically structured reports in less time.

Pre-requisites


Topics Covered

• Use a number of easy-to-learn report-writing techniques • Ensure their reports are well structured, that they flow

logically and look professional. • Make their reports easier to read, and therefore to

understand. • Make essential parts of the report stand out. • Make it easy for different readers to navigate around the

report. • Produce documents that enhance the image of both the

writer and the organisation. • Systematic preparation/planning

- considering the purpose - considering the readers - considering the context

• Logical structure - structuring for logical flow - organising ideas - balance and emphasis - planning the content

• Guiding the reader - constructing titles, headings and subheadings - producing effective lists - using visual aids and examples

• Language choice - using plain English - being clear and concise - writing accurately - avoiding the passive voice

• Finishing techniques - professional presentation - using a consistent format, style, layout - writing an executive summary

• Report Writing Exercises- group work - discussion & feedback on participants’ reports





Dates and Locations


How to book




Aim

Many of us claim our days are never wasted. “I’m very organised” we say “I know where I am going and what I’m going to do”. If you truly feel that way then you are in the minority and this course is not for you. Most people become frustrated with a day that is unproductive. We would all like to get more done in a day.

The idea of time management has been in existence for more than 100 years. Unfortunately the term “Time management” creates a false impression of what a person is able to do. Time can’t be managed, time is uncontrollable we can only manage ourselves and our use of time. Time management is actually self management. It’s interesting that the skills we need to manage others are the same skills we need to manage ourselves: the ability to plan, delegate, organise, direct and control.

Duration

One day, 9:00 – 17:00.

Proposed Audience

Anyone wishing to improve their time management skills.

Purpose

In order for a time management process to work it is important to know what aspects of our personal management need to be improved. Below you will find some of the most frequent reasons for reducing effectiveness in the workplace. Some or all of these may be major obstacles to your own time management. These we refer to as your “Time Stealers”.

Pre-requisites


Topics Covered

Identifying your time stealers:• Interruptions – telephone • Interruptions – personal visitors • Meetings • Tasks you should have delegated • Procrastination and indecision • Acting with incomplete information • Dealing with team members • Crisis management (fire fighting) • Unclear communication • Inadequate technical knowledge • Unclear objectives and priorities • Lack of planning • Stress and fatigue • Inability to say “No” • Desk management and personal disorganisation





Dates and Locations


How to book


Time Management


Performance Management

Appraisal Skills for Managers

Aim

The aim of this course is to introduce you to the skills and knowledge needed in order to be able to conduct an effective appraisal and performance review (PDR) with your staff. By the end of the day you will:• understand the purpose of the appraisal and describe it’s

features and benefits• understand the links between appraisal, objectives, and

development plans• describe the skills, and knowledge needed for effective

reviewing• be able to structure and facilitate an effective review meeting• know how to give constructive feedback• understand the forms to use and what to write

Duration

One day, 9:00 – 12:30.

Proposed Audience

Anyone who has to undertake appraisal and performance reviews with staff.

Purpose

The purpose of this course is to improve the effectiveness of reviews through the development of skills and knowledge of those people responsible for providing reviews to staff. Reviews using this format will be more formalised and objective. Staff also have a part to play in these reviews and will be able to contribute to their development and have a clear structure to plan and develop their career.

Pre-requisites

Delegates attending this course should be either already be carrying out development reviews or be about to carry out development reviews in the very near future.

Topics Covered

• Why do we need appraisals.• The elements of an appraisal and performance review.• Dimensions.• Features and benefits of a review carried out this way• Skills of a reviewer.• Setting objectives.• Reviewing the job description.• Gathering and documenting evidence.• Bringing it all together.



Sessions can be arranged specifically for departments/wards (please speak to the Training Administrators).



Dates and Locations


How to book




Aim

It’s performance appraisal time again, and your ability to showcase your strengths during your appraisal could help you get that promotion at work.

However, most of us find it challenging to articulate our accomplishments in a few paragraphs.

Most people dread performance reviews, but if you follow the tips provided in this session you can make the most of the opportunities they afford - and both you and your manager can benefit.

Duration

Half Day, 09:30 – 12:30.

Proposed Audience

Anyone wishing to learn more about preparing for an appraisal from the appraisee’s point of view.

Purpose

An effective appraisal system improves performance and patient outcomes. According to research from Bottrill and West (2002), if a hospital appraises 20 per cent more staff and trains 20 per cent more appraisers, it is likely to have 1,090 fewer deaths per 100,000 admissions.

Pre-requisites


Topics Covered

• Understanding the values• The past• The present• The future• Preparation, preparation, preparation• Track your accomplishments• Making a wish list of development options• Identifying improvement areas• The meeting• Gripe water• Follow up





Dates and Locations


How to book


Preparing for the Appraisal Meeting



The Proactive PA

Aim

Learn to improve your personal effectiveness and discover the skills and techniques used by successful PA’s. You will discover new business and interpersonal skills, learn how to manage people, win support, deal with conflict and influence others.

Duration

One day, 9:00 – 17:00.

Proposed Audience

Personal Assistants and Secretaries wanting to improve their effectiveness.

Purpose

Learn how to deal with people in a professional and personable manner and improve customer satisfaction. You will discover how to be businesslike but also allow your personality to come through. Callers will feel the “personal touch” which is the true mark of a professional receptionist. You will learn how to manage your work and the many distractions associated with a busy office and how to become, not just a good PA, but an exceptional PA and a true ambassador for UHB.

Pre-requisites


Topics Covered

• The Executive Secretary/PA role.• Time management skills to deal with work efficiently. • Communication techniques to be assertive and persuasive. • Dealing with conflicting priorities. • Understanding people and work groups. • Planning and prioritising. • Dealing with conflict. • Communication skills. • Negotiation, persuasion and influencing skills.





Dates and Locations


How to book




Aim

By the end of the session delegates will be able to:• Gain an overview of the key and most frequently used people

management processes. • Understand the importance of managing staff in the correct

way and the benefits of doing so. • Develop knowledge and skills around the implementation and

practical application of Trust HR policies and procedures such as: - Family and special leave - Disciplinary investigations - Bullying and harassment - Grievances

Duration

One day 9:30 – 17:00

Proposed Audience

Suitable for any member of staff who is responsible for managing Trust personnel. The session aims to equip managers with the essential skills for the role of managing people.

Purpose


Pre-requisites


Topics Covered

Please note: the People Management Essential Skills course does not cover sickness absence or performancemanagement as the Trust runs half day sessions specifically covering these topics.





Dates and Locations


How to book


People Management Essential Skills



Aim

By the end of the session delegates will be able to:• Understanding and implementing Trust policy on sickness

absence. • Developing fair and effective strategies to deal with long and

short term sickness absence. • Discussing particular issues/concerns around sickness absence

management. • Sharing thoughts/best practice in the management of sickness

absence.

Duration

Half day.

Proposed Audience

Suitable for any member of staff who is responsible for managing Trust personnel. The session aims to equip managers with the essential skills for managing sickness.

Purpose


Pre-requisites






Dates and Locations


How to book


Managing Sickness Absence



Aim

By the end of the session delegates will be able to:• Role of the manager in managing staff performance. • Managing poor performance policy and procedure and what

is required at each stage of the process. • Informally or formally manage poor performance through the

Trust’s poor performance procedure. • Objective setting and providing feedback. • Managing performance issues consistently and in line with

best practice.

Duration

Half day.

Proposed Audience

Suitable for any member of staff who is responsible for managing Trust personnel. The session aims to equip managers with the essential skills for managing sickness.

Purpose


Pre-requisites






Dates and Locations


How to book


Managing Poor Performance


Project Management

Introduction to Project Management

Aim

To learn the skills you need to plan and manage projects successfully every time.

Duration

Two days, 9:00 – 17:00.

Proposed Audience

People who need to know how to effectively manage projects but with little or no experience of project management or who are intending to start managing projects soon.

Purpose

To understand the most important project management skills and techniques; gain practical experience of applying these main techniques; boost confidence in your ability to plan and manage projects; gain practical advice, tips and insight from an experienced project manager.

Pre-requisites


Topics Covered

• What is a Project?• Project Life-cycle• What are the goals of the project?• Defining the Scope• Understanding the Constraints• Stakeholder Analysis• Work Breakdown• Roles & Responsibilities• Estimating• Scheduling• Critical Path Analysis• Budgeting• Planning• Baselines• Project Tracking• Reporting• Change Management• Risk Management• Project Success





Dates and Locations


How to book



Vocational Development

The Vocational training team offer a level 2 certificate in principles of team leading (QCF). The course involves a mixture of on the job and classroom based learning whilst developing skills relevant to your work role.

The course involves a blend of academic and practical skills. During the course you will be supported by work based assessors, to qualify you will need to meet the following criteria:• Be employed by University Hospital Birmingham NHS

Foundation Trust • Work a minimum of 15 hours • Gain your managers permission as there may be dates you will

need to be released for study • Complete a literacy and numeracy assessment to give us an

indication of what level you are based at.

Qualification Summary

The Skillsfirst level 2 certificate in the principles of team leading is designed to meet both employer and individual demand for the knowledge, understanding and skills needed to become team leaders. It also provides opportunities for learners with a responsibility for team leading to develop a range of skills and techniques which are essential for successful performance in working life.

The qualification is ideal for learners undertaking the Skillsfirst intermediate apprenticeship in team leading, as well as those with responsibility for leading a team to achieve specific targets as well as having some degree of decision making. This qualification aims to give learners an opportunity to develop their supervisory and management performance.

Having achieved this qualification, learners can progress on to the Skillsfirst level 3 certificate in management, the Skillsfirst level 4 diploma in business management operations or higher level employment opportunities.

Qualification Structure

To achieve the level 2 certificate in principles of team leading the learner must complete a minimum of 13 credits. All 13 credits are made up from the three mandatory units listed below:• Minimum guided learning hours are 55 • Maximum guided learning hours are 55



Further information and bookings

If you would like to participate in the team leading principles course please contact Annette Adkins:Tel: ext. 14255Email: [email protected]

Principles of Teamleading Level 2



The Level 2 NVQ Certificate in business and administration will develop skills, knowledge and overall performance within administrative functions and activities. The course will provide the ability to carry out a range of administrative tasks in a modern, practical way that is relevant to work and aids career progression.

Further information

Both qualifications are flexible, allowing learners to choose units that best fit their needs, whilst at the same time ensuring that essential areas of the customer service standards are covered.Each course involves an induction day and with courses lasting between twelve and fifteen months with an assessment at the end.


If you have any disability that might effect your participation in any training programme, please inform the Learning and Development department in advance. The team will attempt to make reasonable adjustments to ensure your involvement and participation.

Bookings

Both of the above courses are available to staff. Attendance of the level 3 course is dependent on the tasks your job entails.The cost of each course is £120.00 per person which can be paid for as a department (with your managers agreement) or by the individual participating in the course.If you are interested in attending the course please contact Annette Adkins or Nicky Parry.Email: [email protected]: ext. 14687Email: [email protected]

Business Administration Certificate Level 2



The Level 3 NVQ diploma in business and administration will develop skills, knowledge and overall performance of complex administrative functions and activities. The course will provide the ability to carry out a range of senior role non-routine administrative tasks in a modern, practical way that is relevant to the work context and aids career progression.

Further information




Bookings

Both of the above courses are available to staff. Attendance of the level 3 course is dependent on the tasks your job entails.The cost of each course is £120.00 per person which can be paid for as a department (with your managers agreement) or by the individual participating in the course.If you are interested in attending the course please contact Annette Adkins or Nicky Parry.Email: [email protected]: ext. 14687Email: [email protected]

Business Administration Diploma Level 3



The Level 2 NVQ certificate in customer service will develop skills, knowledge and overall performance within customer focused activities. The course will provide the ability to carry out a range of support tasks in a modern, practical way that is relevant to the work and aids career progression.

Further information




Bookings

Both of the above courses are available to staff. Attendance of the level 3 course is dependent on the tasks your job entails.The cost of each course is £120.00 per person which can be paid for as a department (with your manager’s agreement) or by the individual participating in the course.

If you are interested in attending the course please contact Eleanor DelahayeEmail: [email protected]: ext. 13926

Customer Services Certificate Level 2



The Level 3 NVQ certificate in customer service will develop skills, knowledge and overall performance of complex customer service functions and activities. The course will provide the ability to carry out a range of non-routine senior customer service tasks in a modern, practical way that is relevant to the work and aids career progression.

Further information




Bookings

Both of the above courses are available to staff. Attendance of the level 3 course is dependent on the tasks your job entails.The cost of each course is £120.00 per person which can be paid for as a department (with your manager’s agreement) or by the individual participating in the course.

If you are interested in attending the course please contact Eleanor DelahayeEmail: [email protected]: ext. 13926

Customer Services Diploma Level 3



Documents

UHB Training Portfolio 2015University Hospitals Birmingham NHS Foundation Trust Education Centre Telephone: 0121 371 4210 Email: [email protected] Training Portfolio