2010 directory test

Learning and Development Directory 2010

3

Foreword

Dear Colleague

Thank you for using the 2010 States Learning and Development Directory.

I am delighted to be writing this foreword, my first as HR Director for the States of Jersey, as it gives me the opportunity to share my own commitment to

learning and development and to encourage you to keep up your development and renew your own enthusiasm to learn.

Of course this directory can’t cover everybody’s needs, so please do ask if you don’t find what you were looking for, we may be able to suggest some

alternatives including books to read or DVDs or websites to scour for useful knowledge. That said, I am sure that the range of opportunities presented

here will give you a good start and continue to provide thought provoking and useful experiences to build knowledge and expertise across the

organisation.

Please let us have your feedback on both the range and relevance of the courses on offer and of course on the quality – it helps us continue to develop

and improve for the future.

Best wishes

Ruth Davies

Director of Human Resources

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Introduction

Welcome to the 2010 Learning and Development Directory. We hope you will like the new design and layout. Work has also been underway to upgrade

the electronic version, which can be accessed through the Learning and Development site on the States intranet. In recent years, as a cost cutting

exercise, the Directory has been produced entirely ‘in house’. My thanks go to my colleagues in the Learning and Development team for their hard work

and enthusiasm in improving the presentation each year. In particular, I would like to acknowledge Paul Deffains this year for his efforts to enhance the

electronic version.

The content of the Directory aims to cater for your needs. It includes a wide variety of courses, many of which have featured before as they continue to

be in high demand. They are regularly reviewed and up-dated to reflect changing needs. The Directory also includes several new courses and we will add

to these as the year progresses, so please keep a check on our electronic News Bulletin Board where we will up-date you as new development

opportunities arise.

Learning can be achieved in a variety of different ways and taking part in a training course is only one method. As we continue to develop our Learning

and Development provision, we will aim to extend the range and type of learning activity on offer to cater for your differing needs. You are encouraged

to use the outcomes of your performance review to create a personal development plan and to be creative in identifying a range of ways in which you can

develop.

E-learning is relatively new to the States but provided computer access is available will provide immediate and ongoing links to a range of information. We

are currently working with members of the Information Services team to put together an electronic corporate induction package which will appear on the

new States intranet. This is an exciting development which aims to give new employees an opportunity to learn about working for the States on their first

day at work.

We too would like to learn from you. Please let us have your views on the design and content of the new Directory and anything else we can do to assist

your learning experience.

My very best wishes to you all for 2010.

Glynis Hibbeard

Senior HR Manager

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Contents Page

The Learning and Development Team………………………………………………………………………………………………………………………………………………………………………………………………………………..

Information Technology Page General Training - Continued Page

ECDL Information………………………………………………………………………………………………….. Media Awareness Training…………………………………………………………………………..

IT Questionnaire…………………………………………………………………………………………………….. Media Interview Skills…………….……………………………………………………………………

Basics of Project 2002…………………………………………………………………………………………….. Presentation Skills………………………………………………………………………………………..

Desktop Publishing using Publisher…………………………………………….............................. Training for the Occasional Trainer………………………………………………………………

Introduction to Windows…………………………………………………………...............................

Word – Part One…………………………………………………………………………………………………… Customer Services

Word – Part Two……………………………………………………………………………………………………

Word – Part Three…………………………………………………………………………………………………. First Impressions Customer Service………………………………………………………………

Excel – Part One……………………………………………………................................................... Responding to Unacceptable Customer Behaviour………………………………………

Excel – Part Two……………………………………………………………………………………………………..

PowerPoint……………………………………………………………………………………………………………. Enforcement

Outlook and the Internet…………………………………………………........................................

Outlook and the Internet Advanced………………………………………………………………………. Enforcement Training…………………………………………………………………………………

Making the Best Use of IT……………………………………………………………………………………… Introduction to Witness Skills………………………………………………………………………

JD Edwards Enterprise One…………………………………………………………………………………… Investigative Interviewing……………………………………………………………………………

HRIS Awareness for Managers………………………………………….......................................

LiveLink Document Management System……………………………………………………………… French Language Tuition

Ministerial Decisions Workflow………………………………………………………………………………

Induction

General Training

Corporate Induction……………………………………………………………………………………

Administration

Legislation and Policy Awareness

Developing an Eye for Accuracy……………………………………………………………………………..

Developing the Administrative Assistant’s Role…………………………………………………….. Dealing with Harassment & Bullying……………………………………………………………

Improve Your Written Skills…………………………………………………………………………………… Familiarisation with Employment Law……….…………………………………………………

Minutes and Agendas……………………………………………………........................................... JACS Events…………………………………………………………………………………………………

Professional Skills for the Experienced Secretary……….............................................. Understanding the Employment Tribunal Process……………………………………….

Report Writing……………………………………………………………………………………………………….

Lunch and Learns

Communication

Developing, Influencing & Negotiating Skills…………………………………………………………..

Job Description Writing…………………………………………………..........................................

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Personal Development and Effectiveness Page Management Training - Continued Page

The Impact of Change – Opportunity not a Threat………………………………………………… Project Management……………………………………………………………………………………

Developing Your Personal Impact and Building Productive Relationships………………. Team Building Events……………………………………………………………………………………

Dignity at Work………………………………………….…………………………………………………………..

Maintaining Wellbeing in a Stressful Environment………………………………………………… Management Skills for Supervisors

Managing Your Personal Development and Career……………………………………………….

Time Management………………………………………………………………………………………………… Supervisor/Chargehand Development………………………………………….................

Why do I say ‘Yes’ when I mean ‘No’……………………………………………………………………. The Effective Supervisor………………………………………………………………………………

Performance Review and Appraisal Health and Safety

Managing Performance Review & Appraisal………………………………………………………….. Display Screen Assessor’s Course………………………………………………………………..

Performance Review and Appraisal Refresher Workshop………………………………………. First Aid At Work…………………………………………………………………………………………

First Aid Requalification………………………………………………………………………………

Recruitment and Selection Fire Safety Awareness…………………………………………………………………………………

Managing Safely…………………………………………………………………………………………

Managing Recruitment & Selection……………………………………………………………………….. Moving and Handling Principles……………………………………………………………………

Recruitment and Selection ‘Certificate to Practise’……...............................................

Recruitment and Selection Policy Update…………………………………………………………….. Accreditation Details

Retirement Booking Arrangements

Planning Ahead for Retirement……………………………………………………………………………. Information on how to apply for a course……………………………………………………

Planning Ahead for Retirement Nomination form………………………………………………….. 2010 Nomination form…………………………………………………………………………………

Guidance to Nomination Form Procedure…………………………….........................

Management Training Electronic Nomination Form Procedure……………………………………………………….

Modern Manager Programme Details……………………………………………………………………. Professional Qualifications

Modern Manager Programme Module Flow Charts……………………………………………….. Modern Manager Nomination Form……………………….................................................. Professional and Vocational Qualifications Sponsorship Scheme…………………

Coaching and Mentoring………………………………………………………………………………………… Sponsorship form for Professional and Vocational Qualifications…………………

Getting the Best Out Of Your Team………………………………………………………………………..

Good Governance………………………………………………………………………………………………….. Competencies

Managing Business Planning & Performance………………………………………………………… Developing Competencies without a course………………………………………………..

Managing Change………………………………………………………………………………………………….

Managing Customer Service…………………………………………………………………………………. Index of courses

Managing Finance………………………………………………………………………………………………….

Managing Problems in the Workplace……………………................................................. Training Liaison Officers

Managing the Principles of Scrutiny………………………………………………………………………

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The Learning and Development Team

The Learning and Development Team manages the Learning and Development service for the States of Jersey. The team is based at the University Centre,

Highlands Campus.

Learning and Development Office Hours:

8 am to 5 pm Monday to Thursday

8 am to 4 pm Friday

Name Title Tel Fax Email

Learning and Development Team 601125 [email protected]

Glynis Hibbeard Senior HR Manager –

Responsible for

Learning & Development

(based at Cyril Le Marquand House)

440025 [email protected]

Sue Pickering Corporate Learning & Development Officer 608682

601125 [email protected]

Judi Ross-Gower

Corporate Learning & Development Officer 608684 601125 [email protected]

Paul Deffains Corporate Learning & Development Support

Officer

608685 601125 [email protected]

Judith Bourke Corporate Learning & Development Support

Officer

608683 601125 [email protected]

Andrea Gavriel Administrative Assistant 608680 601125 [email protected]

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IT Training

Course Page Page

ECDL Information.…………………………..………………………………… PowerPoint………………………………………………………………..

IT Questionnaire……………………………………………………………….. Outlook and the Internet…..………………………………........

Basics of Project 2002………………………………..……………………… Outlook and the Internet Advanced…………………………..

Desktop Publisher using Publisher.……………………………………. Making the Best Use of IT………………………………………….

Windows – Introduction to……………………………..………………… JD Edwards Enterprise One……………………………….……….

Word - Part One………………………………………………………………… HRIS Awareness for Managers…………………………….…….

Word – Part Two……………………………………………………………….. Document Management System………………………………..

Word – Part Three…………………………………………………………….. Ministerial Decisions Workflow………………………………….

Excel – Part One…………………………………………………………………

Excel – Part Two…………….………………………………………………….

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Information Technology

European Computer Driving Licence

The Learning and Development team are not able to provide the CD Rom for studying for ECDL qualification at present. The ECDL qualifications have been revised and it is felt that as

the States of Jersey are intending to update the corporate operating system soon it would not be cost effective to purchase the updated CD Rom as a training resource at present.

We still have a supply of the older version of CD Rom which can be used purely as a study aid and if you would like one for this purpose please contact the Learning and Development

Team.

Those who have already registered with ECDL and have been issued with a logbook should continue to contact Sarah Thelland to arrange for testing. Sarah’s direct number is 608624 or

she may be contacted by email on [email protected].

Once a candidate has successfully completed all seven modules of the ECDL qualification a refund of the test fees can be arranged by contacting the Learning and Development

When further information on this becomes available it will be added to our Directory and posted to the Learning and Development website.

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Basics of Project 2002

Course Duration: One day Outline Programme:

Objectives: This course will provide users with the basic knowledge of

Project 2002 to create efficient and cost-effective projects

for their organisations.

Project 2002 basics

Working with tasks

Scheduling tasks

Managing resources

Working with task views

Finalising the task plan

Filtering, grouping and sorting

Course Dates: Courses will be arranged upon demand. Please contact the Learning and Development team

Suitable for: Those who are familiar with the Windows environment and are involved in the planning and managing of projects.

Desktop Publisher

Course Duration: One Day Outline Programme:

Objectives: The course, which has a strong emphasis on design, aims

to introduce the delegates to the basic skills of desktop

publishing and working with Publisher 2000.

This course will include the following topics:

What is Microsoft Publisher?

Creating a notice

Defining styles

Printing your document

Inserting and deleting pages

Drawing and grouping

Working preferences

Importing images and text

Practical - creating a three page leaflet

Tables

Background page

Page wizards


Suitable for: Those who need to produce professional looking documents, manuals, leaflets and brochures.

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Introduction to Windows

Word - Part One


Objectives: To enable delegates to be more competent in the use of

some of the more basic features of Word

Create and save documents

Edit and format documents

Use spelling and grammar tools

Format paragraphs – indenting, bullets and numbering,

spacing, tabs and borders

Work with multiple documents

Create simple tables


Suitable for: First time word processor users, although delegates must already have a grasp of the basic concepts of Windows and be familiar with a computer

keyboard and mouse.

Course Duration: Half day Outline Programme:

Objectives: To enable candidates to manage files and folders and know

how to copy, move and delete files and directories/folders.

This course familiarises delegates with Windows and

enables them to use search features, simple editing tools

and print management facilities

Manipulate windows and screens

Perform file management techniques

Use Windows Explorer

Use the Control Panel

Alter display settings

Run Windows applications

Control the print process

Use Help


Suitable for: All those new to Windows. Delegates should have a basic knowledge of the Windows environment and know how to use a mouse before

undertaking this course.

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Word - Part Two


Objectives: Delegates will be able to demonstrate competence in

using some of the more advanced features of Word.

Tables

Use pictures and images

Import objects

Use mail merge tools


Suitable for: Those who have attended the Word Part 1 Course and who are using Word regularly or who are fully competent with the features covered in the

Word Part 1 course.

Word - Part Three



using the advanced features such as macros and paragraph

editing.

Text and paragraph editing

Referencing including: footnotes, endnotes, captions

and indexes

Templates and using watermarks

Tracking changes

Field codes and forms

Macros


Suitable for: Those who have attended Word Part 2 and require knowledge of the more advanced features of the Word programme.

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Excel Part One


Objectives: Delegates will be able to accomplish standard

mathematical and logical operations using basic formulas

and functions as well as advanced features such as

importing objects and creating graphs and charts.

Open, edit, save, print and close a spreadsheet file

Create a spreadsheet including numbers, text and

formulas

Format Cells

Use the basic functions of a spreadsheet, such as sum

and average

Create headers and footers on every page

Understand relative and absolute cell referencing in

formulas

Create, format and print charts

Work with more than one spreadsheet

Move information between worksheet and workbooks


Suitable for: New users of Excel spreadsheet application. Delegates should have a basic knowledge of Windows itself, and know how to use a mouse before

starting this course.

Excel Part Two



using some of the more advanced features of Excel such as

using macros and basic functions.

Create and maintain complex spreadsheets

Manipulate charts

Create and use scenarios

Create and use templates

Link cells, worksheets and workbooks

Use complicated functions of various types

Use data tables and databases

Create and use simple macros

Use auditing techniques to check for errors


Suitable for: Employees who have attended the Excel Part 1 Course and who are using Excel regularly or who are fully competent with the features covered in

the Excel Part 1 course.

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PowerPoint


Objectives: After this course delegates should be able to carry out

tasks such as: creating, formatting and preparing

presentations including the ability to work with graphics,

charts and various show effects.

Create and add slides of various kinds to a presentation

Add bullets to lists

Use clip art and drawing

Use charts and organisation charts

Format text, bullets and fonts

Produce slide shows


Suitable for: First time PowerPoint users, although delegates must already have a grasp of the basic concepts of Windows and be familiar with a computer

keyboard and mouse.

Outlook and the Internet

Course Duration: Half Day Outline Programme:

Objectives: After this course delegates will be able to use a Web

browser application and search engine tools; use

bookmarks to record and search results; send and receive

electronic mail; manage emails using folders.

Navigate individual sites

Use Web addresses

Use search engines

Download files

Create, read, reply to, forward, move and delete

messages

Create a contact list and communication with your

contacts

Use the calendar

Create and view your journal

Schedule meetings

Use the out of office assistant


Suitable for: Anyone who is new to Outlook. Delegates should have a basic knowledge of the Windows environment and know how to use a mouse before

undertaking this course.

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Outlook and the Internet - Advanced


Objectives: To cover the more advanced aspects of Outlook.

Navigate individual sites

Use Web addresses

Use search engines

Download files

Use the journal

Schedule and arrange meetings

Communication with your contacts

Use instant messenger

Search for items


Suitable for: Anyone who has experience using Outlook and the internet.

Making the best use of IT - NEW


Objectives: To refresh your knowledge of a range of IT software

packages and best use of them in order to save time and

become more productive.

Tips for best use of Outlook

Enhancing your knowledge of Word

Overview of Excel

Overview of PowerPoint

Up and coming advances in technology for business


Suitable for: Users who have experience but would benefit from refreshing their knowledge.

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JD Edwards Enterprise One- Financial and Resource Control System

The Shared Services Systems team currently offer the following courses and update sessions but please note that the courses offered do change as new modules of the

system are implemented. Course nomination forms are NOT required for these courses.

ROLLING TRAINING PROGRAMME:

Introduction to JD Edwards Enterprise One half day

Procurement for New Users full day

Really Real Time Introduction for New Users half day

HR Information System for Managers and Administrators half day or three quarter day

OTHER SESSIONS/WORKSHOPS are arranged when there is sufficient demand or a notable system update. Updates and Workshops will be advertised to interested

parties when they are arranged.

TRAINING FOR DEPARTMENTS GOING “LIVE” WITH NEW MODULES

Training for Departments going “live” with new modules of this system will be provided by the Shared Services Systems team as part of the implementation process.

Staff in these departments need not apply for a course in this directory. For further information log a help desk call, or ring the JD Edwards helpdesk on 440284

BOOKING A PLACE ON A COURSE

To book a course, please ensure that you have physical access to the system and that you have a password. Then log a help desk call, or ring the JD Edwards helpdesk

on 440284 to advise us which course you would like to attend. The training organiser will then ring you to arrange the most suitable date from the programme.

COURSE DATES

Rolling programme course dates can be found on the JD Edwards system home page http://jde/JDE/site/default.aspx by clicking on Training Information. If you do

not have access to the system, please ring the JD Edwards helpdesk on 440284 for a copy.

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HR Information System (HRIS) for Managers and Administrators

Please note that separate sessions are held for those who are new users and those who are existing users of J D Edwards. Attendance requires access to JD Edwards,

a JDE log on (obtainable from your HR support staff) and confidence in using Windows based computer programmes

Course Duration: 1/2 day for existing JD Edwards users

3/4 day for users new to JD Edwards

Outline Programme: The basics of JD Edwards Enterprise One (for the non JDE users sessions only)

Jobs and posts in the States of Jersey

How to input HR Information

Enquiry and reporting

Course Dates: The rolling programme course dates can be found on the JD Edwards system home page http://jde/JDE/site/default.aspx by clicking on

Training Information. If you do not have access to the system, please ring the JD Edwards helpdesk on 440284 for a copy.

Suitable for: Managers or Administrators that need to enquire on employees’ details retained on this system

Will help develop the following competencies: Delivery and Implementation

LiveLink Document Management System

A shared environment for storing and sharing files and collaborative working.

Course Duration: Two half-days

Objectives: This course is designed to provide an understanding of everyday tasks and activities involved in managing and sharing documents.

Outline Programme: This two-part hands-on training session will teach users of the system to:

Navigate the filing structure

Search for items within the system

Create shortcuts to favourite items

Add new items to the system

Edit and delete items within the system

Move and copy items within the system

Secure documents against unwanted changes

View item information: properties, audit, and previous versions

Email attachments and links

Course Dates: For more information or to book a place on this training please e-mail Paul Deffains at [email protected]

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Ministerial Decisions Workflow

An automated process for creating, modifying and approving Ministerial Decisions for the States of Jersey.

Course Duration: Two half-days

Objectives: The content of each session is designed to provide an understanding of the roles of Departments and the States Greffe throughout the

Ministerial Decision process.

Outline Programme: This two-part hands-on training session will teach users of the system to:

Generate a Ministerial Decision Workflow

Add supporting documentation

Review a Ministerial Decision

Submit a Ministerial Decision for approval

Amend Ministerial Decision Details

Re-submit a Ministerial Decision for approval

Finalise a Ministerial Decision

Course Dates: For more information or to book a place on this training please e-mail Paul Deffains at [email protected]

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General Training Course Page Page

Administration Customer Services

Developing an Eye for Accuracy……………………………………… First Impressions Customer Service………………………………

Developing the Administrative Assistant’s Role………………. Responding to Unacceptable Customer Behaviour………

Improve Your Written Skills…………………………………………….. Enforcement

Minutes and Agendas……………………………………………………… Enforcement Training……………………………………………………

Professional Skills for the Experienced Secretary……………. Introduction to Witness Skills……………………………………….

Report Writing………………………………………………………………… Investigative Interviewing……………………………………………..

Communication French Language Tuition

Developing Influencing & Negotiating Skills……………………. Induction

Job Description Writing…………………………………………………… Corporate Induction……………………..………………………………

Media Awareness…………………………………………………………… Legislation and Policy Awareness

Media Interview Skills…………………………………………………….. Dealing with Harassment and Bullying………………………….

Presentation Skills…………………………………………………………… Familiarisation with Employment Law………………………….

Training for the Occasional Trainer…………………………………. JACS Events………………………………………………………………….

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Course Page Page

Understanding the Employment Tribunal Process………….. Performance Review and Appraisal

Lunch and Learns Managing Performance Review and Appraisal………………

Personal Development and Effectiveness Performance Review and Appraisal Refresher

Workshop……………………………………………………………………...

The Image of Change – An opportunity not a threat……… Recruitment and Selection

Developing Your Personal Impact and Building

Productive Relationships………………………………………………… Managing Recruitment and Selection……………………………

Dignity at Work………………………………………………………………. Recruitment and Selection ‘Certificate to Practise’……….

Maintaining Wellbeing in a Stressful Environment…………. Recruitment and Selection Policy Update……………………..

Managing Your Personal Development and Career………… Retirement

Time Management………………………………………………………… Planning Ahead for Retirement…………………………………..

Why do I say ‘Yes’ when I mean ‘No’………………………………

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Administration

Developing an Eye for Accuracy

Please contact the Learning and Development team for full details of this course.

Further information prior to nomination

Managers/supervisors should be aware that the costs for attending will need to be met by the Department.

Developing the Administrative Assistant’s Role

Course Duration: Two Days Outline Programme:

Objectives: A two-day course which will encourage delegates to use

systematic and organised methods to enhance efficiency

and to develop a proactive approach with their manager(s)

and within their team.

Roles and responsibilities

Using systems and processes to improve efficiency

Managing time

Effective communication and building confidence

Interpersonal relationships

Increasing personal effectiveness

Multi manager and multi team working

Quality and customer service

Course Dates: 11-12 May , 9-10 November

Suitable for: All recently appointed secretaries/administrative assistants or those who have received no previous training.

Will help develop the following competencies: Persuasive Communication; Delivery and Implementation

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Improve Your Written Skills


Objectives: To help participants to develop an improved

standard of written work and to express

themselves clearly and unambiguously.

The purpose of written communication

Identifying badly written communication

Broad principles of writing

Importance of style and layout

Using everyday English

Respecting the reader

Skills practice

Course Dates: 16 March , 12 October

Suitable for:

Employees at any level who need to write reports, letters, memos, etc. as part of their everyday work. This is a practical course and is particularly

suitable for those in non-managerial positions. Participants are encouraged to bring along examples of their work for discussion with the tutor.

“The States of Jersey Editorial and Publication Guidelines” (available on Café Cyril) will be followed in this course.

Will help develop the following competencies: Persuasive Communication (Written)

Minutes and Agendas


Objectives: This course will help delegates understand the

importance of thorough preparation, structuring

agendas and taking accurate notes; also the need to

write precise and concise minutes which accurately

reflect the decisions made at the meeting. “The States

of Jersey Editorial and Publication Guidelines” (available

on Café Cyril) will be followed in this course.

Planning and preparing the agenda

Taking notes which are clear and manageable

Writing minutes using appropriate language and in the

right format

Course Dates: 18 March, 14 October

Suitable for: Those who are required to prepare agendas and take minutes at either formal or informal meetings.


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Professional Skills for the Experienced Secretary


Objectives: A two day course which will refresh and further develop

the skills and effectiveness of experienced secretaries and

administrators by building on their previous experience to

date.

Appreciating the impact of change on the secretarial role

Providing support to more than one manager

Time management

Presenting a positive and professional business image

Maximising interpersonal relationships

The impact of self presentation

Problem solving and decision making

Maintaining personal effectiveness under pressure

Continuing professional development

Course Dates: 13-14 May

Suitable for: Experienced secretaries and administrators with or without previous training.

Will help develop the following competencies: Persuasive Communication; Delivery and Implementation; Teamworker

Report Writing


Objectives: This course covers all types of written reports. It is

essential for those who are required to write reports for

senior managers, working parties or groups. “The States

of Jersey Editorial and Publication Guidelines” (available

on Café Cyril) will be followed in this course.

Identify the needs and motivation of readers

Utilise report writing techniques

Structure and organise data

Understand the importance of planning and preparation

Write a short report


Suitable for: Employees at any level who need to write reports, letters, memos, etc. as part of their everyday work. This is a practical course and is particularly

suitable for those in non-managerial positions. Participants are encouraged to bring along examples of their work for discussion with the tutor.


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Communication

Developing Influencing and Negotiating Skills


Objectives: Focuses on the need to develop successful

outcomes through influence and persuasion. This

course will equip participants with vital skills to

help achieve satisfactory solutions.

Explore techniques to apply in persuading and influencing

others

Negotiation skills: will introduce participants to negotiation

strategies

Will include practical role play

Course Dates: 8 March (am) , 8 November (am)

Suitable for: For anyone who has a need to use persuasion and influence as part of their job.

Will help develop the following competencies: Persuasive Communication

Job Description Writing - NEW


Objectives: Will provide delegates with the structure and technique to

enable them to produce clear and concise job

descriptions.

Job descriptions and their uses

How to achieve job understanding

Job analysis techniques

Writing a job description

How to put States job descriptions forward for evaluation

Introduction to the Hay Evaluation process

Course Dates: 22 March, 18 October

Suitable for: Managers, HR specialists, and others who wish to gain a greater understanding of how to analyse jobs and write Hay job descriptions. Will be of

benefit to those with no experience of job analysis or those wishing to further develop their skills.


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Media Awareness Training - NEW

Course Duration: Half Day

Objectives: To provide delegates with an understanding of how the media works, what journalists are looking for in a news story and how to deal with

them when they call.

Outline Programme: On completion, participants should be able to:

Understand what a news story is

Understand what journalists are looking for

Understand the deadlines and pressures under which journalists work

Identify news stories within their department

Write a well structured news release to explain such stories

Follow -up a news release with more information for journalists, as requested

Contact the media proactively with story suggestions

Deal with unsolicited questions from the media

Organise a press conference


Suitable for: Anyone who has responsibility for dealing with calls from the media or with external communication

Will help develop the following competencies: Persuasive Communication; Political Shrewdness

Media Interview Skills - NEW Course Duration: Half Day Outline Programme:

Objectives: To give delegates practical experience of being

interviewed on camera and microphone, with feedback

from a professional communications expert

On completion participants should be able to:

Understand what journalists are looking for in an

interview

Identify the precise message they want to communicate,

via the journalist, to the public

Decide how best to communicate that message

Conduct interviews with confidence

Understand how to use the media as one of many

communication tools


Suitable for: Managers and others, who are required to carry out media interviews, or those who will need to conduct media interviews in the near future.

Will help develop the following competencies: Persuasive Communication; Political Shrewdness

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Presentation Skills

Course Duration: Two Days

Objectives: To provide delegates with the knowledge and understanding of how to prepare and deliver an effective presentation in a structured format.

Outline Programme: On completion, participants should be able to:

Deliver a professional presentation

Sell ideas effectively

Be in control of their material

Structure their presentation

Take control of themselves

Research their audience

Make effective use of visual aids

Deal with questions

Effectively critique presentations of other students

Delegates will be asked to give a presentation on the second day.


Suitable for: Managers and others who are required to give presentations

Will help develop the following competencies: Persuasive Communication, Self-Assurance

Training for the Occasional Trainer


Objectives: This course is designed for those who have to take on

the role of an occasional trainer and will enable

participants to quickly gain confidence in making

presentations and running short training sessions.

On completion delegates should be able to:

Apply training in a structured way for maximum learning

Better maintain interest within a group

Use the basic skills necessary for effective training

Measure the impact of the training they have delivered

Course Dates: 14-15 June

Suitable for: Anyone who is required to deliver training sessions as part of his or her job.

Will help develop the following competencies: Persuasive Communication

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Customer Services

First Impressions™ Customer Service Training

Course Duration: Two days

Objectives: The aim of the Customer Service First Impressions course is to provide people in front-line customer service roles with the foundation

knowledge, understanding and skills to become customer service professionals.

The course, which has been developed by the Institute of Customer Service, will help delegates think about the customer service they provide

and learn how to apply best practice so they can support the States of Jersey in its aim to “put the customer at the heart of everything we

do”.

Outline Programme: Understanding what constitutes customer service and the difference between excellent and poor customer service

Appreciating who our customers are (both internal and external)

How to go about achieving positive customer relationships and the customer service process

Achieving and maintaining a reputation for customer excellence

The importance of effective communication

The benefits of team work and satisfying internal customers

Systems for customer feedback

Handling difficult customers and mechanisms for dealing with aggressive behaviour

Resolving problems

Course Dates: 4th

Feb & 11th

Mar, 5th

Feb & 12th

Mar, 13th

May & 24th

June, 14th

May & 25th

June, 7th

Oct & 18th

Nov, 8th

Oct & 19th

Nov

Suitable for: Those dealing at the ‘front line’ with both internal and external customers. It is a first level Customer Service course and appropriate for Civil

Servants up to Grade 9 (or equivalent in other pay groups).

Supervisors and Managers are recommended to attend the ‘standalone’ Modern Manager course entitled ‘Managing Customer Service’.

Will help develop the following competencies: Customer Focus; Integrity; Persuasive Communication

30

Responding to Unacceptable Customer Behaviour


Objectives: This one-day training course is designed to equip

delegates with the required levels of knowledge and

practical skills to enable them to deal with situations of

unacceptable customer behaviour which may result in

violence in the workplace in a fair and professional way.

The training will include a briefing on the States

document entitled ‘Unacceptable Customer Behaviour -

Guidance on Policy and Incident Reporting’.

Guidance on policy and incident reporting

Definition of unacceptable customer behaviour

Dealing with situations in a fair and professional way

Health and Safety legislation

The reporting process

Roles and responsibilities

Action and follow up

Course Dates: 23 April , 28 May

Suitable for: Anyone who may have to deal with situations of unacceptable customer behaviour and violence in the workplace.

Will help develop the following competencies: Customer Focus

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Enforcement

Enforcement Officer Training

Course Duration: 5 days, 3 + 2 days Outline Programme:

Objectives: This five-day programme is designed to equip those in

enforcement roles with the required levels of

knowledge and practical skills in order to carry out

enforcement duties fairly, professionally and in

accordance with the law.

On completion participants should:

understand the principles of enforcement duties

have improved their questioning and listening skills

be able to conduct an investigative interview and

prepare a statement

be able to collect evidence in line with PPCE

be able to prepare a case file

have a greater understanding of the Regulation of

Investigatory Powers Act

Evidence gathering – compliance with PPCE (PACE in UK)

Compiling case files

Statement writing

Hearsay

Gathering exhibits

‘Expert’ witnesses

Completion of an affidavit

Tape recorded interviews under caution

Taking witness statements

Questioning skills

Regulatory Investigative Powers (Surveillance)

Course Dates: 20-22 April & 24-25 May (Follow up)

Suitable for: Non-uniformed staff who are involved in enforcement duties

Will help develop the following competencies: Persuasive Communication; Delivery and Implementation;

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Introduction to Witness Skills


Objectives: This course will give delegates an understanding of what

is required in the preparation and presentation of

evidence, help them become familiar with Courtroom

protocol and procedures and gain increased confidence

in preparing and presenting evidence in Court.

Taking statements

Types of evidence

Laws of evidence

Preparing to give evidence

Courtroom procedures and Judge’s rules

Prosecution requirements

The defence advocate’s role

Presenting evidence

Cross examination


Suitable for: Employees at any level who are involved in the investigation of cases where they may be required to give evidence in Court.

Will help develop the following competencies: Persuasive Communication; Delivery and Implementation

Investigative Interviewing


Objectives: To provide delegates with the skills and techniques to

be able to carry out effective interviews of an

investigative nature.

The interview model - structuring a logical step by step

approach

Questioning and listening skills - different styles

Non-verbal communication

Attitude assessment interviewing


Suitable for: All members of staff who are responsible for carrying out important and sensitive investigations.


33

French Language Tuition Objectives: To enable States employees to have a level of proficiency

in the French language to enable them to communicate

fully and effectively in their place of work.

Suitable for: Any States employee who by requirement of their job has to be able to use the French language.

For further information please contact Judi Ross-Gower on 608684

Induction

Corporate Induction

Course Duration: Half day

Objectives: This programme, which will be held at regular intervals throughout the year , is intended for ALL employees who are new to the States of

Jersey. It has been devised and developed to ensure that newcomers to the States are fully briefed about current issues taking place in our

organisation and how these impact upon each and every employee.

This half day event should complement the induction events which departments are required to provide locally for their new starters.


Suitable for: All newly appointed States employees

Will help develop the following competencies: Working Together

News Bulletin

In conjunction with the development of the new States Intranet, work is underway in creating and ‘on line’ corporate induction package. It is hoped that

new employees will be able to access this as soon as they take up employment within the States.

34

Legislation and Policy Awareness

Dealing with Harassment and Bullying

Course Duration: One day

Objectives: This workshop is about professional conduct in relation to bullying and harassment and promoting best practice. The trainer will use a

number of theoretical models to highlight human behaviour, organisational structure and managing conflict. There are opportunities

throughout the workshop for individual, paired and group activities. Through active participation and trainer support, delegates will gain

understanding and confidence to recognise and deal with harassment and bullying.

Outline Programme: To equip delegates with an understanding of issues relating to harassment and bullying in the workplace and organisational

policies/procedures. It will raise delegates’ awareness of professional conduct and promote best practice in dealing with such cases.

Understand the terms diversity, values, beliefs, attitudes, prejudice and discrimination.

Recognise how prejudice manifests itself within the workplace and the effects on indviduals

Understand the terms “harassment” and “bullying” and the differences between them

Have an understanding of the oganisation’s harassment and bullying policy, procedures and application


Suitable for: Line managers, Supervisors and Chargehands

Will help develop the following competencies: Leadership; Integrity; Problem Solving; Teambuilding

Familiarisation with the Employment Law


Objectives: To provide an overview of the key issues in relation to

the Employment Law

The Law

Summary of protections under the Law

The potential risks for the States

Recruitment process

Action during probation and ongoing assessment of

employees

Managing employee grievances

Disciplinary issues and processes

Unfair dismissal and constructive dismissal


Suitable for: This is an essential programme for new managers at all levels or managers who have not undertaken this training.

Will help develop the following competencies:

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JACS Events

Course Duration: Half Day

Throughout the year the Jersey Advisory and Conciliation Service offer, amongst others, half-day courses to familiarise managers with their

responsibilities under the Employment (Jersey) Law and the proposed Discrimination Law. JACS have made available to employees of the

States of Jersey a number of spaces on each of their courses.

Places should be requested by email to the Learning and Development Team.

Details of these courses will be circulated and added to the website by the Learning and Development Team as and when they are arranged

by JACS.

The venue for all courses will be St. Paul’s Centre, Dumaresq Street, St. Helier unless otherwise stated on the confirmation and start at 08.45

and finish at 12.45.

For further detailed information on the courses offered please go to the link below for the JACS website.

www.jacs.org.je

Understanding the Employment Tribunal Process


Objectives: To provide Managers with an understanding of the tribunal

system and the process involved in preparing for a tribunal

hearing.

An overview of the current Employment Law

How the Employment Tribunal works

What you need to consider if a case is brought

Lessons learnt from the Employment Tribunal

Preparation of the paperwork.

Timescales


Suitable for:

Will help develop the following competencies: Delivery and Implementation; Political Shrewdness

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Lunch and Learn Sessions

These lunchtime sessions are intended as a short introductory session and will provide an overview of the subject.

All sessions are held between 12.30pm – 2.00pm and will normally be held in the 7th

Floor Meeting Room, Cyril Le Marquand House

The sessions are open to all employees who are interested in the topic. They are informal and places are offered on a ‘first come – first served’ basis.

Bring your own sandwiches and we will provide drinks.

Applications should be made to the Learning and Development Team by phone or email.

It will not be necessary to complete the customary nomination form

If you have any suggestions for further relevant topics for Lunch and Learn sessions, we would be pleased to hear from you. Alternatively, if you have a relevant topic

you would like to present at a Lunch and Learn session, we would again be pleased to hear from you.

Tuesdays

Managing Attendance

A practical guide for managers which will help them in managing the attendance of their team.

9 February

Occupational Testing

If you have responsibility for recruitment, find out about the various occupational tests available and how they can help you to select the best

person for the job.

16 March

Recruitment and Selection Policy Overview

This session will provide managers with an update of their responsibilites under the Recruitment and Selection Policy.

18 May

Carrying Out a Performance Review and Appraisal – The key factors to remember

This short refresher course will remind managers of the most important factors to remember when they are carrying out a performance review

and appraisal.

25 May

An Easy Guide to Creating a Personal Development Plan

One of the outcomes of the performance review process is the creation of a personal development plan. This short session will provide guidance

in putting together a personal development plan as well as offering a range of ways in which learning can be achieved.

8 June

Useful Tips for Effective Learning

If you are working towards a professional qualification and/or taking part in the Modern Manager Programme this session will offer you some

useful advice in maximising your learning when you are under pressure and have limited time.

29 June

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Wednesdays

Shortcuts – Tips and Tricks for Windows and Office

The session will help you get around Windows and Office faster by introducing you to some of the less used but extremely useful keyboard short

cuts. We will also look at some simple but effective tricks for improving your use of Office products and look at how customising your toolbars

and shortcut menus can improve your efficiency.

3 February

24 March

28 April

12 May

29 September

24 November

Jersey’s International Relations

TBA

Outlook- Practical Tips

Outlook is a powerful application that most people use on a daily basis without realising how capable the tool really is. This interactive session will

explore some of the depths of this commonplace application to help you use it to its full potential.

23 June

The Proposed Discrimination (Jersey) Law and Employment

The Discrimination (Jersey) Law Race is expected to come into effect during 2010. At this session we look beyond the Race Regulations and

examine how discrimination legislation in general will impact upon employment i.e. recruitment and selection, promotion, training, pay and

benefits or selection for redundancy or dismissal.

14 July

Pensions Made Easy

For line managers and employees who wish to have a basic understanding of the States occupational pension scheme.

13 October

Keep IT Safe

Practical advice and guidance on keeping your IT information safe at work and at home.

8 December

The Role of Occupational Health and How It Can Support You

An overview of the Occupational Health Service and the role it plays in supporting the organisation and its employees.

To be arranged

38

Personal Development and Effectiveness

The Impact of Change – An opportunity not a threat! - NEW


Objectives: We are increasingly being subjected to change in our

working environment, which often makes us feel

vulnerable. This short course will provide participants

with better understanding of the dynamics and

factors which bring about change in organisations. It

will also make participants aware of how they can

use a changing environment as an opportunity to

broaden their knowledge and skills for the benefit of

their career.

An appreciation of the ongoing nature of change

An understanding of the drivers for change

An awareness of the underlying causes and

resulting behaviours which bring about a resistance

to change

An appreciation of the changes impacting on States

workers and the reasons for these

Practical actions and coping mechanisms that will

ease resistance to change

How the potential threat of change can be turned

around and seen as an opportunity

Course Dates: 19 March (am), 20 September (am)

Suitable for: Any employee who Is being impacted by change or is helping to implement change in their department.


Developing Your Personal Impact and Building Productive Relationships


Objectives: At the end of this course, delegates will have a clear

understanding of their personal skills and strengths,

identified areas for personal development and explored

ways of increasing their personal effectiveness. Also

they will have increased their levels of personal

confidence.

Self awareness

Identifying blocks to personal effectiveness

Communication skills

Using assertive behaviour for positive effect

Handling change

Working with others

Realistic goal setting


Suitable for:

Particularly suitable for staff in non-management positions who wish to increase their confidence and explore personal potential. This course

may be of particular interest to people who would welcome the opportunity to take stock of their current positions and explore how they could

increase their development opportunities.

Will help develop the following competencies: Self-Assurance

39

Dignity at Work – Preventing Discrimination - NEW

“Creating a healthy environment in which people treat each other with respect, fairness and understanding”


Objectives: To provide delegates with an insight into how

discrimination can occur in the workplace and the

steps that can be taken to avoid it.

Recognising what practices could lead to direct and

indirect discrimination

Explore how attitudes and beliefs can influence our

behaviours to others

Understand how judgements and unconscious

responses can result in colleagues and customers

being treated unfairly and discriminated against

Understanding the culture in which we work and

how this can impact on behaviour

Steps that can be taken to create a working

environment where all people are treated with

dignity and respect

Course Dates: 10 May (am), 22 November (am)

Suitable for: Line Managers, Supervisors and Chargehands

Will help develop the following competencies: Leadership, Integrity, Teambuilder, Teamworker

Maintaining Wellbeing in a Stressful Environment


Objectives: To help delegates to better understand the causes

of stress and its impact on individuals and teams.

This course will provide guidance in dealing with

stress and conflicting needs and help delegates to

maximise their performance in the workplace.

A definition of stress

Managing pressure in the workplace

Stress and behaviour patterns

Strategies for managing stress

Course Dates: 20 May (pm) , 2 December (pm)

Suitable for: Employees who want to improve their personal effectiveness and performance by applying stress management techniques.

Will help develop the following competencies: Team worker

40

Managing Your Personal Development and your Career - NEW


Objectives: Delegates will be encouraged to take a pro-active

approach to their own learning and development and

will be shown a range of ways to improve their own

performance for the benefit of their own career and the

organisation.

How to take a pro-active approach in managing your own

performance and career

Preparing for performance review and the outcomes

A structured approach to development planning and

production of a learning log

Awareness of the range of opportunities available to

support your development

How to monitor progress and achievement


Suitable for: Those who are committed to continuous improvement and development


Time Management


Objectives: Delegates will be given an overview of the benefits of

effective time management and provided with processes

and techniques for improving their time management skills

for their own personal benefit as well as the organisation.

Recognise the personal benefits of effective time

management

Highlight key time stealers

Explain the links between ineffective time management

and stress

Prioritise work more effectively

Identify areas for more effective use of delegation where

appropriate

Analyse problems and situations in order to select

appropriate time management techniques

Devise a personal action plan for improving time

management

Course Dates: 29 April (am)

Suitable for: All staff who wish to develop their own effective time management strategies.


41

Why Do I Say ‘Yes’ When I Mean ‘No’ Course Duration: Half Day Outline Programme:

Objectives: This half day workshop focuses on providing key tips for

building confidence and assertiveness and is planned to

enable participants to communicate with greater

impact.

Definition of assertive behaviour and the benefits it offers

Understanding human behaviour

Saying ‘no’ without feeling guilty or causing offence

Tackling barriers to behaving assertively

Course Dates: 1 March (am) , 4 October (am)

Suitable for: Anyone who would like to develop confidence and assertiveness when interacting with colleagues and customers at work.

Will help develop the following competencies: Self-Assurance

Performance Review and Appraisal

Managing Performance Review and Appraisal


Objectives: To develop an understanding of the principles of Performance Management and the process and skills required to carry out a performance

review and appraisal.

At the end of the course participants will be aware of the benefits of the process, both to the organisation and the individual and will be

better equipped to carry out performance reviews with their own team.

Outline Programme: Performance Management in the States of Jersey - putting performance review and appraisal into the strategic and business planning

context

Essential elements of effective performance review and appraisal

Setting objectives and measuring performance and producing a development plan

Identifying learning and development needs

Succession planning and career management

Managing poor performers

Appraisal skills practice and development

Course Dates: 3-4 February , 6-7 May , 13-14 September , 29-30 November

Suitable for: Managers and Supervisors at all levels who are required to carry out performance review and appraisals.

The course is participative and will focus on participants own situations and experiences where appropriate.

Will help develop the following competencies: Delivery and Implementation, Leadership, Team Builder

42

Performance Review and Appraisal Refresher Workshop - NEW


Objectives: Managing performance is an integral part of a

manager’s role. This half day workshop will provide a

refresher for Managers who have already attended

Performance Review and Appraisal training some

while previously but need to up-date their knowledge

and understanding of the States Performance Review

and Appraisal process. Opportunity will also be

provided to review current practise and understand

how best to deal with difficult situations.

To understand the importance of managing

performance in a fair and responsible manner

To enhance current knowledge and understanding

of the States Performance Review and Appraisal

process and the policies available to support

performance management

Provides guidance and advice on managing

performance issues and having difficult

conversations

Offers techniques and practice in writing SMART

goals and objectives which are meaningful

Awareness of the implications of the Jersey

Employment Law in managing performance

Appreciate the importance of ongoing monitoring

in managing performance

Understand the need for Development Planning

and the range of development opportunities

available

Course Dates: 21 May (am), 15 November (am)

Suitable for: Line Managers and Supervisors

Will help develop the following competencies: Leadership, Integrity, Teambuilder

43

Recruitment and Selection

The States of Jersey views the recruitment and selection of employees as an activity which is crucial to its success and one which must be conducted in a professional

and competent manner.

In support of this approach, the Appointments Commission was established by the States of Jersey. One of its primary roles is to establish and keep under review

guidelines on all public service appointments i.e. “to ensure that appointments to the public sector and to autonomous and quasi-autonomous public bodies are

properly made”.

The following package of training events has been developed to reflect the Commission’s Code and to provide a choice of routes for the achievement of the “Certificate

to Practise”

Copies of the Appointments Commission’s booklets – “Recruitment Code” and “Guidance on Senior Recruitment” may be obtained from States Human Resources.

States Polices and procedures on recruitment and selection may be found on the Human Resources intranet site.

Managing Recruitment and Selection


Objectives: To enable participants to:

Understand the need for a systematic and objective

approach to recruitment, including the application of

Appointments Commission Recruitment Codes and

States policies and procedures

To allow participants the opportunity to develop their

skills in all aspects of the recruitment process,

particularly the selection interview

To prepare participants for assessment for the

“Certificate to Practise” in recruitment and selection

Developing a systematic approach

States recruitment polices and legal requirements

Jersey Appointments Commission Recruitment Codes

Job analysis and specification

Competency awareness

Shortlisting

In-depth examination of good interviewing techniques

Practical recruitment interviewing case studies.

Post-appointment practises and procedures

Course Dates: 11-12 February , 8-9 June , 21-22 September , 7-8 December

Suitable for: Managers and others who have a responsibility for the recruitment and selection of staff and who are required to participate in selection panels.

The style of programme will be highly participative A major portion of the course will be devoted to practising the selection interview. All participants will take part in

practical case studies and these will form the basis of a personal development plan showing areas which participants need to develop.

44

Recruitment and Selection ‘Certificate to Practise’

Course Duration: Half day

Objectives: To enable participants to demonstrate that they have achieved the necessary standard of competence to be awarded the Recruitment

and Selection “Certificate to Practise”

Assessment Programme: Participants will be required to complete a short written questionnaire designed to test their knowledge and understanding of

recruitment and selection practise as outlined in States policies and procedures and Appointments Commission’s codes in particular.

Participants will participate in role-play interviews which will be assessed by trained observers .

An information pack containing all the necessary information will be issued well in advance of the assessment date.

Some pre-assessment work will be required in advance of the assessment day.

Course Dates: Please contact the Learning and Development Team

Suitable for: Those people involved in the recruitment and selection process who are required to be assessed for the “Certificate to Practise”.

Participants should either have considerable experience of selection interviewing in the States of Jersey or have attended the Recruitment

and Selection training course (or both).

Recruitment and Selection Policy Update

Course Duration: Three hours Outline Programme:

Objectives: A three-hour session offered to managers to update them

on policy development and processes associated with

recruitment and selection. This session will also give

delegates the opportunity of highlighting any difficulties

they are experiencing

Awareness of new policies and procedures and their

implications

The ‘Manager’s Guide to Recruitment and Selection’

The revised ‘Appointments Commission Code’

Employment Law – the need to retain accurate records

The impact of the Discrimination Law on Recruitment &

Selection

Course Dates: Please contact the Learning and Development Team

Suitable for: Those who have obtained the ‘certificate to practise’ in recruitment and selection.

45

Retirement

Planning Ahead for Retirement

Course Duration: Two days Outline Programme:

Objectives: To look at the new opportunities that retirement will bring

and air any concerns you may have.

Retirement not only affects the employee but also has a

tremendous impact on the employee’s partner. If partners

wish to attend this event they will be made very welcome.

If you wish to bring a partner please include their name

on the nomination form when applying for this course.

Time – will there be too much of it?

Status – what will replace work?

Health and leisure – how to stay fit, keep active

Support – who will provide you with support?

State Benefits - what are the entitlements?

Pension – what are the options?

Taxation – negotiating pitfalls on retirement

Investments – getting to grips with your money

Course Dates: 20-21 April, 1-2 July, 27-28 September, 6-7 December

Suitable for: Any employee who will be facing retirement within the next TWO YEARS and feel they would benefit from planning ahead for this event.

Managers should encourage employees who are within two years of retirement to attend this programme.

You can find the Planning Ahead for Retirement nomination form on the next page.

47

Management Training

Course Page Page

Modern Manager Programme Details……………………………….. Managing Change………….………………………………………….

Modern Manager Programme Module Flow charts………….. Managing Customer Service………………………………………

Modern Manager Nomination Form…………………………………. Managing Finance………………………………………………………

Coaching and Mentoring………………………………………………….. Managing Problems in the Workplace……………………….

Getting the Best Out of Your Team…………….……………………… Managing the Principles of Scrutiny and Appearing

Before Scrutiny Panels……………………………………………….

Good Governance………………………..……………………………………. Project Management…………………………………………………

Managing Business Planning & Performance…………………….. Team Building Events…………………..…………………………….

Management Skills for Supervisors

Course Page Page

Supervisor/Chargehand Development………………………………. The Effective Supervisor…………………………………………….

48

Modern Manager Programme

This programme has been designed specifically to equip our first line and middle managers at predominantly Civil Service grade 9-12 or equivalent to deliver an effective service in a

modernised public sector.

As an additional incentive to managers, this 18 month programme is accredited to a recognised professional management qualification.

Further information can be found on the Learning and Development intranet site.

Modern Manager

What is the Modern Manager Programme?

The Modern Manager Programme is a modular programme of leadership and development designed in the main for those managers who are at Civil Service Grades 9 -12, or equivalent

grading in other pay groups.

It may be that there are managers above Grade 12 (or equivalent) who may benefit from this Programme and therefore it is open to those outside the target group where there is good

reason.

The Programme comprises eleven modules each covering a specific aspect of leadership and management.

How long will it take to complete?

It is anticipated that the eleven modules will be completed over an 18 month period.

What does it cover?

The modules cover a full range of topics, each one being made up of different subjects such as Performance Management, Conflict Management, Recruitment and Selection, Project

Management etc.

Module titles are listed below:

• Module One Introduction to the Programme

• Module Two The Manager as a Communicator

• Module Three Good Governance

• Module Four Managing Change

• Module Five Developing Leadership, Developing Self Awareness

• Module Six Managing People

• Module Seven Managing Business Planning and Performance

• Module Eight Achieving Positive & Successful Resolutions

• Module Nine Planning for Results

• Module Ten Managing Finance

• Module Eleven Customer Focus

49

How practical will it be?

The content of the programme is very practically based, intended to develop knowledge, understanding, skills and competencies. It also has a mixture of theories and concepts to help

underpin everything discussed.

Is it compulsory that all managers undertake the Modern Manager Programme?

Although attendance is not compulsory, the need for managers to demonstrate the requisite knowledge, skills and competencies is essential. For this reason, the Modern Manager

Programme has been designed to equip managers with the knowledge, skills and competencies to help them to respond successfully to current and future challenges.

Will the Programme result in a management qualification?

The programme is aligned to the following national professional qualifications through the awarding body EdExcel:

• Certificate in Management Studies (Level 3)

• Professional Certificate in Management Studies (Level 5)

This will result not only in enhanced skills and improved management techniques, but also an accredited management qualification which is nationally recognised.

The above qualifications are also recognised by the Chartered Management Institute and give the recipient accelerated access into membership.

Will study leave be granted?

Study leave may be granted at the discretion of your departmental Chief Officer ONLY if you are working towards a qualification on this programme.

If this is the case, study leave may be granted as follows:-

Level 5 (Professional Certificate in Management) – 5 days

Level 3 (Certificate in Management) – 3 days

Is it possible to undertake the Modern Manager Programme but opt not to pursue a management qualification?

Participants have the option of deciding whether they wish to take advantage of gaining a qualification. The decision to opt for a qualification will entail additional time commitment,

the extent of which will be explained during induction. Alternatively, a decision can be taken to opt for the programme with assessment but minus accreditation.

As the qualification involves an additional cost to the organisation, it is anticipated that once participants sign-up to this, they will not withdraw from the qualification element of the

programme

What work is involved beyond attendance at courses?

Each module provides classroom based learning and development activities. However, these sessions are supported by workplace assignments which relate to the day-to-day work of a

manager. There will be a requirement to undertake some research and complete a written work book of evidence for assessment.

There is significantly more work associated with the accredited route than the non-accredited route. However, a greater depth of learning is acquired from the accredited route.

50

How much time will it require?

This will depend on experience and individual ability. There is a need to complete each assignment before the start of the next module. However, there will be support provided and

tutorials available to ensure completion of the required work.

If a decision is taken to commit to the qualification, this will involve additional time commitment

Can participants expect to get support from their line manager?

A line manager will be involved from the start and will be expected to attend part of the induction with their participant. This will include attendance at a training session on coaching.

During the induction, it will be explained to line managers what is expected in terms of the support that they give. They will be required to help their participant develop skills in the

workplace through regular de-briefing and support.

Is it possible to get an exemption from attending some or all of the Modules?

A decision on whether an exemption can be granted from attending some or all of the Modules and/or assessment will be based on whether the participant has already attended similar

training and/or assessment. Attainment of management qualifications will also be taken into consideration in deciding whether exemption(s) can be granted. If you have any queries

please contact Judi Ross-Gower on 608684 or by e-mail.

Who is delivering the training?

We have gone through a very rigorous assessment process and selected a number of providers who are working in partnership to ensure we have the very best training available.

What additional support will be provided to assist participants?

There is a very clear support process in place with programme tutors available to give help and guidance for all aspects of the training. In addition, participants will have the support of

their line manager, as well as their colleagues on the Programme. The Modern Manager Programme is about helping managers to develop and improve their effectiveness. It is a

continuous process and the systems are in place to give the necessary support.

‘Standalone Courses’

Throughout the year there will also be some elements of the Modern Manager Programme which are run as ‘standalone’ courses for those who are not involved in the Modern Manager

Programme. If you attend one of these standalone courses you will be given a Certificate of Attendance upon request. This will then give you exemption from having to attend the

particular course when you commence the Modern Manager Programme. You will still need to complete the assessment part of the module however and you must have attended the

‘standalone’ course within 2 years of joining the Modern Manager Programme.

57

Management Training

* A component of the Modern Manager Programme (MMP).

An attendance certificate issued for this course will allow participants exemption from attending this component

of the MMP, provided that the programme is commenced within two years of attending this course. Exemption

will not include the assessed element for the MMP.

Coaching and Mentoring *

Course Duration: One Day

Objectives: To provide an overview of the role of a Coach and Mentor.

Outline Programme: To provide an understanding of the terms ”Coaching” and “Mentoring”

To explain and to explore the role of a coach in the context of the Modern Manager Programme and also as part of the States of Jersey

Performance Review and Appraisal process

To explain the ‘Adult Learning Cycle’ and its application in the coaching context

To explain and to explore the term feedback and its use as part of the role of a coach

To consider confidentiality and trust in the relationship between the learner, the coach and the States of Jersey

To consider the opportunity provided by “mistakes” to assist the learner, the coach and the wider organisation

To explain and to explore development planning and target setting

To consider and to identify opportunities for individual development through workplace activities including work shadowing,

secondments and similar activities

To provide an opportunity for participants to practice coaching skills


Suitable for: These sessions are ideally suited for Line Managers with responsibility for participants on the Modern Manager Programme.

Will help develop the following competencies: Team builder, Delivery and Implementation

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Getting the Best Out of Your Team

Course Duration: One day Outline Programme:

Objectives: To provide a tool-kit of immediately usable and practical

techniques to help team leaders get the best out of their

team members.

Reflect on your current practice and it’s effectiveness

Developing a positive and effective system of

communication

Planning, organising, measuring and giving feedback on

team performance

Motivating a team

Managing team dynamics and dealing with conflict within

the team

Valuing diversity and encouraging mutual respect and

cooperation within your team

Managing difficult situations

Course Dates: 17 May

Suitable for: Chargehands, Supervisors and Line Managers who have responsibility for managing a team

Will help develop the following competencies: Teambuilder, Leadership, Integrity

Good Governance *


Objectives: This 2 day course will provide managers with a broad understanding of the impact of legislation in the workplace as well as the consequences

of ignoring it.

Outline Programme: Impact of Employment Legislation and the consequences of getting it wrong

How best to avoid getting it wrong in the first place

How to carry out a workplace investigation which stands up to scrutiny

Preparation for Employment Tribunal

Embracing equality and diversity and conforming to the requirements of the Discrimination Law

Data Protection awareness

Freedom of Information awareness


Suitable for: Those responsible for managing people and who need to apply sound judgement and good practice in a variety of workplace situations.

Will help develop the following competencies: Political Shrewdness and Developing Strategies and Solutions

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Managing Business Planning and Performance *


Objectives: To equip participants with the knowledge and understanding that allows them to play an active role in Business Planning and Performance

Management.

Outline Programme: To understand how high performing organisations operate and conduct a simple self appraisal for their department.

To understand the overall planning process, their role in it and how this links to the change agenda

To appreciate how departmental objectives are developed and the constituent parts of a robust business plan

To understand how to use a balanced scorecard

To practice defining performance indicators based on an analysis of key work processes

To explore how to execute and review a business plan effectively

To understand the part individual performance review and appraisal plays in performance management


Suitable for: All Managers engaged in performance management and planning

Will help develop the following competencies: Delivery and Implementation, Political Shrewdness, Developing Strategies and Solutions

Managing Change *


Objectives: To equip delegates with a range of skills, abilities and underpinning knowledge to manage, promote and deliver change effectively within their

role.

Outline Programme: On completion participants should be able to:

Identify the difference between content and process issues when managing and promoting change

Recognise the implications to the organisation if people are dissatisfied as a result of the change process i.e. emotional, financial etc

Explain the benefits of dealing with and effectively managing issues that occur during the change process

Effectively analyse their personal and organisational approach in dealing with these issues

Identify measures that they and their department can take to improve the approach

Identify their own personal development needs to enhance their ability to work effectively with change

Outline the reasons for a progressive step-by-step approach to promoting and managing change

Analyse the expected improvement in team/department performance as a result of managing change effectively


Suitable for: Managers who are required to initiate and manage change

Will help develop the following competencies: Change Agent

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Managing Customer Service *


Objectives: This course is designed to equip managers and supervisors with the skills necessary to create, manage and maintain a productive, customer-

focused climate. It also looks at ways to monitor and evaluate the service offered in order to make improvements.


Understand the need to enhance customer value

Analyse their role and it’s contribution to the organisation’s customer service reputation

Identify and respond to customers’ needs

Recognise the need to develop customer focus in a team

Lead, manage and motivate the team to achieve higher standards of customer service

Identify approaches to the monitoring and evaluation of customer service delivery

Understand and use customer surveys

Identify a range of skills to deal with customer aggression


Suitable for: Managers and Supervisors at Civil Service Grade 9 and above or equivalent in other pay groups

Will help develop the following competencies: Customer Focus

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Managing Finance *


Objectives: A two-day programme that has been designed and developed to provide First Line and Middle Managers with the skills to enable them to

understand basic financial concepts and terminology. It dispels the myths around the complexities of managing finance, enabling participants

to manage their budgets in an effective and efficient manner. It examines obtaining value for money through appropriate cost benefit

analysis.


Evaluate their own responsibility within the States of Jersey’s Financial Planning Cycle

Understand basic financial/accounting concepts and terminologies

Set, monitor and explore a budget

Apply financial controls within a budget

Ensure best value is achieved

Familiarise themselves with the States of Jersey’s electronic financial system

Analyse how to work in partnership with internal financial advisors

Identify routes to network and obtain ongoing support

Understand their responsibilities in terms of Procurement


Suitable for: Managers and Supervisors at Civil Service Grade 9 and above or equivalent in other pay groups


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Managing Problems in the Workplace *

Course Duration: Three days

Objectives: This three day programme will focus on developing the confidence and management skills necessary to address a range of workplace issues

including capability, poor performance and bullying and harassment. The third day of this course will provide delegates with the opportunity

of working through a practical case study /role play, following which opportunity will be provided to evaluate the process and outcome.

Outline Programme: To understand the range of problems that can arise in the workplace

Identify how personal conflicts arise

Recognise the impact of values, beliefs and attitudes on interactions and as sources of problems in the workplace

Develop appropriate communication skills to manage others effectively

Recognise the difference between assertive, submissive, manipulative and aggressive behaviour

Delegates will be encouraged to evaluate their own level of assertiveness

Identify the signs, emotions and driving forces of conflict

Develop assertive responses and strategies to manage conflict situations productively

Use a range of interview and negotiation skills

Apply mediation skills to resolve a workplace problem and prevent formal action being taken

Understand the manager’s role should a formal investigation be required

Course Dates: 22-24 February , 22-24 June , 23-25 November

Suitable for:

Will help develop the following competencies: Team Builder, Leadership, Delivery and Implementation

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Managing the Principles of Scrutiny and Appearing before Scrutiny Panels


Objectives: On completion, senior officers will:

be able to describe the principles behind the scrutiny system

be aware of the key points to bear in mind when giving evidence

have practised appearing before a scrutiny panel

Outline Programme: The principles of scrutiny:

The role of scrutiny in democratic government

Review of comparative systems in scrutiny, in particular the Westminster system of Departmental Select Committees

The Jersey system

Financial accountability:

The role of the National Audit Office and the Public Accounts Committee in the Westminster system

Financial scrutiny in the Jersey system

The witness’s point of view:

Appearing before a scrutiny panel and supporting politicians called to appear (including video extracts)

Case study and role play exercise


Suitable for: Senior Managers who will be required to give evidence and appear before scrutiny panels/public accounts committee in the future.

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Project Management *


Objectives: A Two day programme that gives delegates a broad understanding and appreciation of the key principles involved in project management, as

well as some of the more common and practical aspects in managing projects; It incorporates a range of methodologies including case

exercises.

Outline Programme: Describe the purpose and objectives of Project Management

Describe the Project Management Life Cycle and explain the benefits of adopting the model and managing each stage in the life cycle

Describe and explain the role of the Project Manager

Describe common problems encountered during the Project Life Cycle

Describe and explain how effective Project Management through the application of effective research techniques, use of data and other

planning tools can minimise the impact of common problems encountered during the Project Life Cycle

Broadly describe the principles of developing Terms of Reference, Work Breakdown Structures (WBS), Critical Path Analysis, Gantt Charts,

Programme Evaluation Review Techniques (PERT) and contingency planning

Broadly describe tools and techniques that can assist with such issues with such issues as the feasibility of a project, the scope,

stakeholder analysis, SMART objectives, risk assessment and evaluation

Identify and explain the different interpersonal skills that support and promote the effective management of the team, client/sponsor

and stakeholders

Describe and explain the importance of presentation of information, presentation skills and effective communication

Broadly describe the basic capabilities of the software solution Microsoft Project

Demonstrate a commitment to develop personal ability to effectively manage a Project through a Personal Action Plan

Have an overview of States of Jersey Project Management and PMO


Suitable for:


Team Building Events

Facilitated team building events can be organised and tailored on request for specific teams. However, costs will need to be met by the Department.

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Management Skills for Supervisors

Supervisor/Chargehand Development

Course Duration: Three two-day modules over approx ten weeks Outline Programme:

Objectives: This short management programme consists of three

two-day modules, spread over a period of ten weeks

and has been designed to improve management

skills. It is a foundation course to the Modern

Manager Programme.

Topics covered will include: Communication, Time

Management, Customer Service, Recruitment and

Selection, Managing Performance and Problems in

the Workplace, Change Management and

Employment Law Awareness.

Provide participants with practical knowledge and skills

to perform their role more effectively and efficiently

Develop the participant’s confidence in their role and

encourage personal development

Provide a practical and pragmatic opportunity for

learning and development

Prepare participants with the underpinning knowledge,

skills and confidence should they eventually wish to

apply for a place on an accredited management

programme

Encourage participants to review workplace

performance and make necessary improvements where

appropriate

Help participants understand the important role they

play in helping the States of Jersey to achieve its goals

Course Dates: 25-26 February - Module 1 , 25-26 March – Module 2 , 22-23 April – Module 3

7-8 October – Module 1 , 11-12 November – Module 2 , 9-10 December – Module 3

Suitable for: Ideally suitable for Supervisors and Chargehands who manage ‘blue collar’ workers.


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The Effective Supervisor


Objectives: To provide comprehensive coverage of the skills,

abilities and underpinning knowledge required by

supervisors in leading and managing their teams

The role and responsibilities of a supervisor

Demonstrate how effective team management

increases performance

The impact of management styles and team dynamics

on the performance of the team

The importance of planning, organising and delegating

The importance of briefing and communication

Recognising the key processes in performance

management

Problem solving and conflict resolution

Key issues in the change management process

Course Dates: 9-10 February , 5-6 October

Suitable for: A two day course for supervisors of office based teams.


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Health and Safety

Course Page Page

Display Screen Assessor’s Course………………………………………. Fire Safety Awareness……………………………………..…………

First Aid at Work……………………………..………………………………… Managing Safely………………………………………………………..

First Aid Requalification………………….…………………………………. Moving and Handling Principles…………………………………

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Display Screen Assessor’s Course

A certificate will be awarded to participants who meet the attainment level set by IOSH. This will involve a short examination and course work.


Objectives: By the end of the course delegates will have a

thorough understanding of what the risks are to

users of display screen equipment.

Legal requirements:

The user and the risks - delegates will review their part in

the assessment of display screen equipment

Principles of assessment - delegates will consider what

information the assessment should provide and how it

will be gathered

Practical assessments - delegates working in groups

carrying out typical assessments

Reporting - how the information will be evaluated and the

findings reported

Course Dates: Please contact the Learning and Development team

Suitable for: Managers, supervisors and others with responsibility for employees who use display screen equipment to carry out their work

First Aid at Work For designated First Aiders who will be in receipt of the first aid training allowance on completion of the course.

Course Duration: Three days Outline Programme:

Objectives: To introduce delegates to a variety of first aid techniques

which will enable them to deal with a broad range of

workplace incidents. This course will enable them to reach

the standards needed to achieve the Health and Safety

recognised First Aider at Work Certificate.

Principles of first aid.

Respiration, asphyxia and resuscitation

Circulatory system

Bleeding

Shock and unconsciousness

Fractures, burns and scalds

Course Dates: 12-14 Jan, 27-29 Jan, 8-10 Feb, 24-26 Feb, 8-10 Mar, 24-26 Mar, 7-9 Apr, 20-22 Apr, 5-7 May, 17-19 May, 2-4 Jun, 16-18 Jun, 5-7 Jul, 20-22 Jul,

18-20 Aug, 1-3 Sept, 14-16 Sept, 6-8 Oct, 19-21 Oct, 3-5 Nov, 22-24 Nov, 7-9 Dec

Suitable for: Designated First Aiders. Funding will be provided ONLY for those employees who take the lead role as the departmental designated First Aider and

in receipt of the first aid training allowance on completion of the training. Others who wish to undertake this training may do so provided their

department considers it necessary and is willing to meet the costs.

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First Aid Requalification For designated First Aiders who are in receipt of the first aid training allowance


Course Dates: 7-8 Jan, 20-21 Jan, 2-3 Feb, 17-18 Feb, 3-4 Mar, 18-19 Mar, 30-31 Mar, 15-16 Apr, 28-29 Apr, 11-12 May, 27-28 May, 10-11 Jun, 29-30 Jun,

13-14 Jul, 28-29 Jul, 25-26 Aug, 7-8 Sept, 23-24 Sept, 12-13 Oct, 25-26 Oct, 9-10 Nov, 18-19 Nov, 29-30 Nov, 14-15 Dec

Suitable for: Designated First Aiders who need to review and update their First Aid at Work Certificate. (Certificates are valid for three years and this course

must be taken before the expiry date of the current certificate).

Funding will be provided ONLY for designated First Aiders who are in receipt of the first aid training allowance. Funding will NOT be provided

for designated first aiders whose First Aid at Work Certificate has lapsed.

Fire Safety Awareness

This 3 hour workshop is held in conjunction with the Jersey Safety Council and the States of Jersey Fire Service. Course Duration: Half day Outline Programme:

Objectives: At the end of the course delegates will have an awareness

of the legal implications under the Health and Safety at

Work (Jersey) Law, 1989 and have received instruction in

fire prevention measures as well as in the procedures to be

adopted in the event of a fire breaking out.

Health and Safety Law

Risks

How fires occur

What to do

Raising alarms

Types of extinguishers

Practical use of fire extinguishers


Suitable for: Health and Safety representatives/managers/supervisors with responsibility for employees and who will act as fire marshals in the event of a fire

alarm.

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Managing Safely – IOSH Accredited Course

Course Duration: Four days Outline Programme:

Objectives: To ensure the safety requirements are appreciated by line

managers and to enable them to review their own

departmental systems for safety, introducing new controls

or implement changes as appropriate to ensure their

department conforms to safety regulations.

Safety management

Reactive monitoring

Risk assessment and risk control

Active monitoring

Review and audit

Health and safety legislation

Hazards – general and States of Jersey specific


Suitable for: This four day programme is designed for line managers who are required to manage safely and effectively in compliance with both the

organisation’s policy and best practice in health and safety.

Moving and Handling Principles

Course Duration: 4 hours (9.00-1.00) Outline Programme:

Objectives: Delegates will learn how to move objects safely, so

that manual handling risks are reduced.

Relevant health and safety information

Spinal anatomy, relevant structure and function

Causes of back pain

Risk assessment

Base positions and movements leading to more complex

moves including moving and lifting objects and people.

Course Dates: 19 Jan, 15 Feb, 16 Mar, 23 Apr, 13 May, 14 Jun, 12 Jul, 13 Sept, 27 Oct, 16 Nov, 6 Dec

Suitable for: All those who are required as part of their job to be aware of, understand and apply good manual handling techniques.

71

Accredited External and In-House Qualifications

Details about how you can achieve these qualifications can be found in this directory in the relevant section.

Course Awarding Body

European Computer Driving Licence British Computer Society

(BCS)

States of Jersey Modern Manager Programme Edexcel

First Aid at Work- Certificate and Re-qualification St. John Ambulance

Managing Safely

The Institute of Occupational Health and Safety

(IOSH)

Manual Handling Assessor/Instructor Certificate The Jersey Council for Safety and Health at Work

Display Screen Equipment Assessor’s Certificate

The Institute of Occupational Health & Safety

(IOSH)

Recruitment and Selection “Certificate to Practise” States of Jersey

72

Booking Arrangements APPLICATIONS FOR COURSES Nominations to attend any of the training courses in this brochure should be submitted on the Learning and Development nomination form. Please see page 73. In addition an IT questionnaire is required in order to place you on the

appropriate information technology training course. Please see page 30. For the Planning Ahead for Retirement nomination form , please see page .

Completed forms must be signed by the applicant’s line manager who should then forward the nomination form to the Learning and Development Team.

Please Note that the training offered in this directory can only be offerd to those staff who have a pemanent positon in the States of Jersey.

ELECTRONIC NOMINATION The nomination form can also be completed and submitted electronically. Please see the guideline son page 75.

CLOSING DATE FOR RECEIPT OF NOMINATIONS All forms should be returned by the advertised closing date (8 weeks prior to the course).

Forms will be held for processing until that date. Places are awarded fairly and not on a first come first served basis. Training needs, in the main, should be identified as a result of performance management. It is important to provide

specific details of your reasons for requesting the training in order that the learning and development team can take them into consideration when shortlisting.

Confirmation of your place will be forwarded within three working days of the closing date and will also be sent to your Training Liaison Officer.

JOINING INSTRUCTIONS Joining Instructions and any pre-course material will be sent directly to delegates, whenever possible, at least three weeks before the start of the course.

WITHDRAWALS AND TRANSFERS If it becomes necessary to withdraw from a course or transfer to a later date, your line manager should contact the course administrator. When withdrawing or cancelling a booking, please bear in mind there may be a charge.

The cancellation policy is as follows:

Notice of Cancellation % of course cost charged (prior to course dates) 28 days or more No charge

21 to 27 days 10%

7 to 20 days 50%

Less than 7 days 100%

Weekends are included in the calculations shown in the table above. These charges will apply, whatever the reason for withdrawing or transferring. In the event of illness every attempt will be made to keep any charges to a

minimum.

Where an appropriate substitute is available, there will be no charge.

Delegates should be advised that where they fail to turn up on time for the beginning of the course, or are absent for part of the time, their manager will be notified.

EQUAL OPPORTUNITIES Those employees who are employed on a part-time basis or who work shift duties should not be disadvantaged in terms of training opportunities by their shift patterns or part time hours. Any problems arising as a result of this

should be raised with the learning and development team who will endeavour to find a solution to the problem.

Courses included in this directory are for the benefit of all permanent employees, provided that it can be shown that by attending, there is value added not only to the individual but to the organisation. If employees feel that they

are being denied training opportunities then they should raise the matter in the first instance with their line manager, before contacting their Human Resources Manager or Training Liaison Officer. Delegates should indicate on the

nomination form if they have any special requirements or they may prefer to contact the course administrator to discuss specific needs or queries.

74

Guidance to Nomination Form Completion In support of a better and simpler approach, we have designed a new nomination form, which we hope will be easier to complete. Please let us know if

we can make any improvement. Your views are important to us.

An alternative date must be

after the course date

and not before.

Payroll number can be found

on your payslip and is essential for processing.

It is essential that your work

address is correct or the

course information we

send won’t reach you.

To determine what employee category you come under please see list below: Civil Servant including: Air Traffic Control, Professions allied to Medicine Education including: Highlands College lecturers (NATFHE), Association of College Managers (ACM), Heads and Deputies, Teachers, Education Technical Support Staff (ETS), Youth Workers Health and Social Services including: Hospital Consultants, Junior Doctors, Nurses and Midwives, Family Support Workers, Le Geyt Centre Manual Workers including: Airport Electricians, Uniformed Services: Police, Fire and Rescue, Ambulance, Prison Others including: Residential Child Care

75

ELECTRONIC NOMINATION FORM PROCEDURE

This process will involve the applicant using a computer to complete the electronic form. Once the details have been entered, the form should be e mailed to the Line Manager who should then complete the relevant section and

forward it by e mail to the Learning and Development Team and copy to the relevant Training Liaison Officer (TLO). After shortlisting, the team will e mail the delegate and Training Liaison Officer advising whether or not a place has

been allocated on the course.

There have been some drop-down lists added to try to make completing the form easier. These can be found under the following headings:-

• Title

• Department

Emailing the form

Applicants

After completing the form the applicant should save it under their full name and forward it to the Line Manager. This is done by attaching the form to an email using in excel; inserting the line managers email address in the

‘To’ field in the new email message.

The subject field should contain the name and date of the course applied for.

Line Managers Following receipt of the form via email the relevant section of the form should be completed and the form should be saved under the name of the member of staff (it should already be saved like that). They should then forward the

form to the Learning and Development team, [email protected] and the relevant TLO. This is done by attaching the form to an email using the button in excel. This can be found either on the toolbar at the top of the screen

or under File, Send To; this will create a new email with the updated saved form attached. The title and date of the course should be in the subject field.

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Professional and Vocational Qualifications Professional and Vocational Qualifications Sponsorship Scheme

Please read this section carefully as it contains important information about sponsorship.

Generic Qualifications

The States Financial Support for Professional Qualifications Policy supports funding for States’ employees who wish to pursue a “generic” qualification. Generic qualifications are those which are relevant to a broad range of jobs in

most departments E.g. qualifications related to human resources, accountancy and administration and some IT qualifications.

80% of Qualification

Sponsorship will be offered up to a maximum of 80% of the total cost of undertaking a qualification, provided there is a strong business case to support the request and there is a clear pay back to the organisation. The applicant’s

Line Manager and Chief Officer must support the application for funding and an independent panel will make the final decision. There is considerable pressure on the budget for sponsorship and therefore only the strongest cases

can be supported. If sponsorship is agreed, the maximum amount payable is 80% and the individual employee will be responsible for payment of the remaining 20%.

Sponsorship Policy

Details of the sponsorship policy can be found on the States Intranet at Café Cyril.

Panel Meetings

When making application for sponsorship please ensure that plenty of notice is given to the Learning and Development Team. Please be advised that the applicant’s line manager may also be required to attend the panel.

Please contact the Learning and Development Team regarding PANEL DATES FOR 2010

Applications for retrospective sponsorship (where a course of study has already been started) will not usually be considered unless there are special circumstances in place.

Important

All Managers and HR Personnel should discuss funding implications in respect of generic training support with the Senior HR Manager responsible for Learning and Development prior to any appointments being made.

No commitment should be given in respect of sponsorship funding at interview or prior to appointment without prior consultation.

Applying for Sponsorship

Applications for sponsorship should be submitted on the Sponsorship Application Form. A copy is enclosed in this directory. Alternatively your Training Liaison Officer will hold copies of the form or it may be downloaded from the

Learning and Development site on the States Intranet at Café Cyril. A detailed business case and a copy of an up-to-date job description are ESSENTIAL and MUST be ATTACHED to the application form.

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Developing Competencies and Skills

Which course will help? Competency / Skill Course

Page

WRITTEN

COMMUNICATION

Improve Your Written Skills

Suitable for employees at any level who need to write reports, letters, memos, etc. as part of their everyday work. This is a practical

course and is particularly suitable for those in non-managerial positions.

Minutes and Agendas

This course will help delegates understand the importance of thorough preparation, structuring agendas and taking accurate notes. It

will also cover the importance of writing precise and concise minutes which accurately reflect the decisions made at the meeting.

Presentation Skills

For managers and others who are required to give presentations. It shows delegates how to prepare a logical presentation, maintain

interest and understanding when speaking. It will also boost confidence when presenting.

A component of the Modern Manager Programme

Report Writing

This course covers all kinds of written reports. It is essential for those who are required to write reports for senior managers, working

parties or groups.

PERSUASIVE

COMMUNICATION

Developing Influencing and Negotiating Skills

Will explore techniques to apply in persuading and influencing others. It will also cover negotiation skills. There will be practical role

play. Suitable for anyone who has a need to use persuasion and influence as part of their job.

Presentation Skills

For managers and others who are required to give presentations. It shows delegates how to prepare a logical presentation, maintain

interest and understanding when speaking. It will also boost confidence when presenting.


Training for Occasional Trainers

Designed for those who have to take on the role of occasional trainer and will enable participants to quickly gain confidence in making

presentations and running training sessions.


Will refresh and further develop the skills and effectiveness of experienced secretaries and administrators by building on their previous

experience to date.

SELF ASSURANCE

Developing Your Personal Impact and Building Productive Relationships

Will provide participants with an understanding of their personal skills and strengths, areas for personal development and ways to

increase their personal effectiveness. Suitable for those in non-management posts who wish to increase their confidence and explore

personal potential.

Presentation Skills

For managers and others who are required to give presentations. It shows delegates how to prepare a logical presentation,

maintain interest and understanding when speaking. It will also boost confidence when presenting.


Why Do I say Yes When I Mean No

Provides key tips for achieving assertive behaviour and is geared to enabling participants to communicate with greater impact.

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CUSTOMER FOCUS

Managing Customer Service

Will provide participants with the knowledge, understanding and skills of how to manage customer focus effectively in pursuit of

excellence.


Responding to Unacceptable Customer Behaviour

Will provide delegates with the knowledge and practical skills to enable them to deal with situations of unacceptable customer

behaviour in a fair and professional manner

First Impressions Customer Service

The aim of the Customer Service First Impressions course is to provide people in front-line customer service roles with the foundation

knowledge, understanding and skills to become Customer Service Professionals.

CHANGE AGENT

Managing Change

Will equip delegates with a range of technical skills, abilities and underpinning knowledge to manage, promote and deliver change

effectively within their role.


POLITICAL

SHREWDNESS

Good Governance

To provide managers with a broad understanding of the impact of legislation in the workplace as well as the consequences of ignoring it.


Managing the Principles of Scrutiny and Appearing before Scrutiny Panels

Will enable managers to describe the principles behind the scrutiny system, become aware of the key points to bear in mind when giving

evidence and have an opportunity for practical role play.

Managing Business Planning and Performance

Suitable for anyone who is required to manage or contribute to their departmental business planning process.


INTEGRITY

Dealing with Harassment and Bullying

Covers the importance of developing positive relationships with colleagues and customers and the affect that our attitudes and

behaviours can have on the quality of service we provide both internally and externally.


Will provide tips to participants on motivating and supporting a team. Will cover dealing effectively with problems arising in the team,

coaching and development, celebrating success.

TEAM BUILDER


Provides comprehensive coverage of the skills, abilities and underpinning knowledge required by the modern supervisor/manager to

match limited resources to ever-growing demands. Focuses on the individual’s contributions to the organisation through increased

management performance.

Supervisor/Chargehand training

This course covers the essentials for supervisors and chargehands who have responsibility for manual workers. It will be delivered in a

practical manner, providing simple and straightforward solutions to managing people in light of the Employment Law.


Will provide tips to participants on motivating and supporting a team. Will cover dealing effectively with problems arising in the

team, coaching and development, celebrating success.

Managing Problems in the Workplace

Suitable for supervisors/managers who may come across a range of problems within the team. Will include: identification of the

problem, problem solving approaches, dealing with conflict, dealing with bullying and harassment.


80


Will help participants to develop an understanding of performance management and increase knowledge of the essential elements of

performance review and appraisal. Suitable for anyone who has to carry out a performance review and appraisal.


Coaching and Mentoring

These sessions are specifically for Line Managers with responsibility for participants on the Modern Manager Programme and provide an

overview of the role of a Coach and Mentor.

Team Building Events

Facilitated team building events can be organised and tailored on request for specific teams. However, costs will need to be met by the

Department.

TEAM WORKER Maintaining Wellbeing in a Stressful Environment

Will help participants to learn how to deal with stress and conflicting needs effectively and to improve and maximise their performance

in the workplace

DELIVERY AND

IMPLEMENTATION

Developing an Eye for Accuracy

Delegates will be shown how to improve their accuracy skills – the training has been shown to cut errors by 45% and increase processing

speed by 7%.

Procurement

To introduce delegates to the procedures for purchasing within the States.

Developing the Administrative Assistant’s Role

Suitable for recently appointed secretaries/administrative assistants or those with no previous training. This course will encourage

members to use systematic and organised methods and to develop a proactive approach with their managers and within their teams.


Will refresh and further develop the skills and effectiveness of experienced secretaries and administrators by building on their previous

experience to date.





Supervisor/Chargehand training


practical manner, providing simple and straightforward solutions to managing people in light of the Employment Law.

Coaching and Mentoring

These sessions are specifically for Line Managers with responsibility for participants on the Modern Manager Programme and provide an

overview of the role of a Coach and Mentor




Managing Finance

Will increase the awareness of the importance of strong budget management. Will include setting budgets and budget management,

planning, performance measures, links to business planning, value for money and rules, regulations and best practice.


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HR Information System for Managers and Administrators

For Managers or Administrators that need to enquire on employees, appointments and in some circumstances disciplinary details and

input to any of the following areas, Absence, Appraisals, Training, Qualifications, Contact Details and Accidents.

Time Management

A participatory course, including group work, which builds on delegates’ personal experiences and current roles, supported by formal

tutor inputs. The course explores links between time management and stress management and their effects on organisational

efficiency. This course allows the opportunity for personal action planning










Project Management

Provides participants with an introduction to project based working and a chance to consider the application of project management

techniques to their own work.


DEVELOPING

STRATEGIES AND

SOLUTIONS

Good Governance

To provide managers with a broad understanding of the impact of legislation in the workplace as well as the consequences of ignoring it.





LEADERSHIP


Will provide tips to participants on motivating and supporting a team. Will cover dealing effectively with problems arising in the team,

coaching and development, celebrating success.





Supervisor/Chargehand Development


practical manner, providing simple and straightforward solutions to managing people.





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COMPETENCIES

Up to and including

Stage 4 MODERN

MANAGER

PROGRAMME

I.T. SKILLS

Subject to demand

ECDL Qualification

This consists of 7 modules covering the core areas of I.T. To achieve the qualification, it is necessary to pass one theoretical test and six

practical tests in a variety of computer applications This qualification can also be achieved through self-study using a CD-ROM

Intro To Windows Linked to ECDL Module 2

Familiarises delegates with Windows and enables them to use search features, simple editing tools and print management facilities.

Word – Part One Linked to ECDL Module 3

Enables delegates to be more competent in the use of some of the more basic features of Word

Word – Part Two Linked to ECDL Module 3

Covers more advanced features of Word. This half day course will cover some of the topics included in the advanced ECDL syllabus

Word – Part Three Linked to ECDL Module 3

Will cover advanced features such as macros and paragraph editing.

Excel – Part One Linked to ECDL Module 4

Will cover standard mathematical and logical operations using basic formulas and functions as well as advanced features

Excel – Part Two Linked to ECDL Module 4

Will cover more advanced features of Excel such as using macros

PowerPoint Linked to ECDL Module 6

Enables delegates to be able to carry out tasks such as creating, formatting and preparing presentations

Outlook And Internet Linked to ECDL Module 7

Assists delegates in navigating individual sites, using web addresses, using search engines and downloading files

Advanced Outlook And Internet Linked to ECDL Module 7

Covers more advanced aspects of Outlook

Desktop Publisher

Aims to introduce delegates to the basic skills of desk top publishing and working with Publisher 2000

Basics Of Project 2002

Covers basic knowledge of Project 2002 and enables delegates to manage projects

Making the Best Use of IT

To refresh your knowledge of a range of IT software packages and best use of them in order to save time and become more

productive

Ministerial Decisions Workflow - Provided by Information Services

An automated process for creating modifying and approving Ministerial Decisions for the States of Jersey. The session is designed to

provide an understanding of the roles of Departments and States Greffe throughout the process.

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Project Management – Programme Management Office (PMO) - Provided by Information Services

An automated process for creating, updating and reporting on projects with an IT element, in accordance with corporate structure

and governance.

JD Edwards Financial and Resource Control system – Provided by Shared Services

A variety of courses will be provided to support users in the use of JD Edwards

� Introduction to JD Edwards Enterprise One

� Procurement for new users

� Really Real Time Introduction for new users

� Really Real Time Intermediate

� Really Real Time Asset Management

HR Information System for Managers and Administrators - Provided by Shared Services

For Managers or Administrators that need to enquire on employees, appointments and in some circumstances disciplinary details and

input to any of the following areas, Absence, Appraisals, Training, Qualifications, Contact Details and Accidents.

SPECIALIST SKILLS Developing an Eye for Accuracy

Delegates will be shown how to improve their accuracy skills – the training has been shown to cut errors by 45% and increase processing

speed by 7%.

Enforcement Officer Training

To provide delegates with the necessary skills and abilities to conduct enforcement duties effectively, fairly, professionally and in

accordance with the law.

Investigative Interviewing

To provide delegates with the skills and techniques to be able to carry out effective interviews of an investigative nature.

Introduction To Witness Skills

Will give delegates the understanding of what is required in the preparation and presentation of evidence. Suitable for those who are

involved in the investigation of cases where it is possible that they will be required to give evidence in court

Managing The Principles Of Scrutiny And Appearing Before Scrutiny Panel

On completion of this course, participants will be able to describe the principles behind the new scrutiny system, be aware of the key

points to bear in mind when giving evidence and will have practised appearing before a scrutiny panel

Procurement

To introduce delegates to the procedures for purchasing within the States.

Recruitment And Selection

Will demonstrate to delegates the importance of a systematic and objective approach to interviewing

AWARENESS OF

LEGISLATION/POLICIES

Familiarisation With Employment Law

Will give an overview of the Law and will include a summary of protections under the Law, unfair dismissal and constructive dismissal,

potential risks for the States, recruitment process, probation, managing employee grievances and disciplinary issues and processes

Understanding the Employment Tribunal Process

To provide Managers with an understanding of the tribunal system and the process involved in preparing for a Tribunal Hearing

Dealing with Harassment And Bullying

Examines the managerial, health and safety and practical issues arising from this behaviour in the workplace. The course will also help

managers to become familiar with the policy

Awareness Of Public Employees Contributory Retirement Scheme

Provides insight into how occupational pensions are calculated and the benefits members are entitled to receive.

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HEALTH AND SAFETY Display Screen Equipment

Will provide participants with an understanding of what the risks are to users of display screen equipment

Fire Safety Awareness

Delegates will develop an awareness of the legal implications under the Health and Safety at Work (Jersey) Law, 1989, and will have

received instruction in fire prevention measures as well as in the procedures to be adopted in the event of a fire breaking out

Manual Handling

Instructor/Assessor Certificate

Provides an appreciation of the employer’s legal responsibilities in this area under the Health and Safety at Work (Jersey) Law, 1989. By

the end of the course, participants will be able to prepare and present a short course on manual handling

Managing Safely - This programme is accredited to IOSH

This will ensure safety requirements are appreciated by participants and enable them to review their own departmental systems for

safety and make any necessary changes

Moving and Handling Principles

Participants will learn how to move objects safely, so that manual handling risks are reduced. Suitable for those who are required to be

aware of, understand and apply good manual handling techniques

Office Safety

Provides an office-based perspective to health and safety for those responsible for its control

FIRST AID First Aid At Work

Introduces participants to a variety of first aid techniques which will enable them to deal with a broad range of workplace incidents.

First Aid At Work Re-Qualification

For designated First Aiders who need to review and update their First Aid at Work Certificate

First Aid Skills Update Session Designed specifically for those who are designated First Aiders, to refresh their skills during the three-

year period in which their Certificate is valid

PERSONAL

DEVELOPMENT

Developing Personal Effectiveness

Will provide participants with an understanding of their personal skills and strengths, identified areas for personal development and

explore ways of increasing their personal effectiveness.

Improving Personal Effectiveness for Women

Designed to increase confidence and overcome the barriers which might inhibit success by developing a wider understanding of gender

issues that may affect women in the workplace. Participants will examine and develop ways to deal with difficult and challenging issues

which may be counterproductive to achieving professional and personal growth.

Designed for those in Civil Service up to Grade 11 or equivalent in other pay groups

Dealing With Stress in the Workplace

Will help participants to learn how to deal with stress and conflicting needs effectively and to improve and maximise their performance

in the workplace

French Language Tuition

To give States employees a greater level of proficiency in the French language. Suitable for States employees who need to be

able to use French in their everyday business life.

CORPORATE

INDUCTION

For all new employees

RETIREMENT

Planning Ahead for Retirement

For employees who will be facing retirement within the next TWO YEARS and who feel that they would benefit from

planning ahead for this event.

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Developing Competencies without a Course

Not all competency development will require a course. There are many alternatives and a number of options which can be carried out during working

hours. For further information please see the Performance, Review and Appraisal website: Developing your Competencies

CD-Rom Mavis Beacon Teaches Typing

We have a Mavis Beacon CD-Rom available for anyone who would like to improve their typing skills and learn how to touch type. Please contact the

Learning and Development Team on 608683. This will need to be collected and signed for.

‘Discover the fun and challenging way to improve efficiency and enhance productivity with excellent keyboarding skills. Mavis Beacon is the

ideal tutorial programme for any keyboard user. Featuring customised lessons, motivating speed tests and progress reports, dictation

practice and more, this versatile programme is equally effective for the young student typist, the busy executive, or the professional

administrative assistant seeking to improve their skills.’

DVDs Fish

Available for loan to managers/supervisors who would like to learn how to motivate and energise a team.

‘Fish’ is about a new attitude; about having fun at work. It’s about the team at the Pike Place Fish Market who enjoy their jobs so much that office

workers come and watch them at work during their lunch break.

‘Fish’ changes people’s perception about the jobs they do. Even the most mundane jobs can be transformed if people choose to put energy and passion

into them. In fact, in fifteen minutes, the video can change people’s view of work life altogether. It’s the perfect resource for improving teamwork,

customer care, motivation and almost any other life skill.

CD-ROM, DVDS AND TOOLKITS FOR LOAN

86

Coaching Skills

This DVD will help managers to coach in day to day work situations. The DVD is set in an organisation where managers are learning how to develop their

people through coaching. The video’s positive message helps managers to understand the responsibility they have for identifying new learning

experiences for the people they manage. It also shows them the mutual benefits to be gained from creating a positive learning environment.

Toolkits

Customer Service in Your Organisation

Drawing on best practice examples and case studies, this toolkit provides easy to follow, practical guidance, checklists, exercises and tools to enable the

reader to:

- Develop a customer service excellence strategy for their organisation

- Listen to the needs of the customer and measure service success

- Engage leaders and managers in driving customer service excellence

- Develop customer focussed processes and procedures

- Provide training and development in customer service excellence

- Reward and recognise service success

- Benchmark their current levels of customer service

- Identify areas of weakness in customer service and create an improvement plan to address these

Talent Management and Succession Planning

The key differentiator between good and great organisations is their ability to find, develop and retain talent. If an organisation is to develop and

improve, then it will only be through ensuring the continuity of its management and having the right people in the right place at the right time with the

right skills.

This toolkit provides practical guidance, checklist and tools to enable you to :

- clarify what talent management and succession planning actually are

- identify the talents needed now and in the future

- set up talent management and succession planning processes,

- train your managers on processes and procedures

- benchmark and evaluate your processes to measure their success

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Team Development Exercises

This toolkit provides a comprehensive range of tools and techniques that will facilitate effective team developmentand improve the general capability of

the team and addresses the complexities of team working in a clear and accessible way.

Containing structured facilitator notes, this toolkit enables facilitators to select and apply the most relevant exercises quickly and confidently. A matrix of

exercises at the start of the toolkit makes it easy to pick the most appropriate tools and techniques for the purpose, for the team's developmental stage,

and for the facilitator's level of experience. Each tool can be customised ensuring that the techniques chosen are precisely tailored to the team’s exact

needs.

Stress

This toolkit is packed with up-to-date research and practical advice and covers all the different stages of managing stress in the workplace, from

awareness of the issues to auditing staff and implementing targeted solutions. This toolkit will equip you with the knowledge and skills to establish

processes to deal with stress that will deliver real benefits.

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Index Page Page

Basics of Project 2002 Managing Customer Focus Change – Opportunity not a Threat Managing Finance Coaching and Mentoring Managing Problems in the Workplace Corporate Induction Managing Recruitment & Selection Customer Service – First Impressions Managing Safely Dealing with Stress in the Workplace Managing the Principles of Scrutiny Desktop Publisher Managing Your Personal Development and Career Developing an Eye for Accuracy Media Awareness Developing, Influencing & Negotiating Skills Media Interview Skills Developing the Administrative Assistant’s Role Ministerial Decisions Workflow Developing Your Personal Impact and Building Productive Relationships Minutes & Agendas Dignity at Work Moving & Handling Principles Display Screen Equipment – Assessor’s Course Outlook & Internet Document Management System - LiveLink Outlook & Internet (Advanced) Effective Supervisor Performance Review & Appraisal Enforcement Performance Review & Appraisal Refresher Workshop Excel - Part One Planning Ahead for Retirement Excel – Part Two PowerPoint Familiarisation with Employment Law Presentation Skills Fire Safety Awareness Professional Skills for the Experienced Secretary First Aid at Work Programme Management Office First Aid Re-Qualification Project Management French Language Recruitment & Selection ‘Certificate to Practise’ Getting the Best Out of Your Team Recruitment & Selection – Update on HR Policies Good Governance Report Writing Harassment & Bullying Responding to Unacceptable Customer Behaviour HRIS Awareness for Managers Supervisor/Chargehand Training Impact of Change – An opportunity not a threat Time Management Improve Your Written Skills Training for Occasional Trainers Improving Personal Effectiveness for Women Understanding the Employment Tribunal Process Investigative Interviewing Why do I say ‘yes’ when I mean ‘no’ JACS Events Windows – Introduction to JD Edwards Enterprise One Witness Skills Job Description Writing Word – Part One Lunch and Learn Sessions Word – Part Two Managing Business Planning and Performance Word – Part Three Managing Change

89

Department Training Liaison Officers

Department T.L.O. Email Telephone

Number

Department T.L.O. Email Telephone

Number

Bailiff’s Chambers David Filipponi

[email protected] 441107 Jersey Airport Jo Le Cocq [email protected] 446112

Chief Minister’s Dept Jersey Harbours Angela Lucas [email protected] 447760

Customs and Immigration Chris Thomas [email protected] 448064 Judicial Greffe Sandra Auckland [email protected] 441303

Data Protection Office Paul Vane [email protected] 441062 Law Officers’ Department Tim Allen [email protected] 441224

Driver & Vehicle

Standards James Sinclair [email protected] 448626

Planning and Environment

Lynn Marcos [email protected]

448493 /

447324

Economic Development Hannah Fearnley [email protected] 447732 Probation and After Care

Service Mike Cutland [email protected] 441903

Education, Sport and

Culture Gail Wynn [email protected] 449261 Social Security Lynn Marcos [email protected]

448493 /

447324

Fire and Rescue Service Richard Liron [email protected] 445981 States Greffe Denise Abbot-

McGuire

d.abbot-

[email protected] 441001

Health and Social Services Alexis Halliday-

Santos

a.halliday-

[email protected] 445404 States of Jersey Police Sara Garwood

[email protected].

police.uk 612612

Tracey Perchard [email protected] 445411 Transport and Technical

Services Melanie Attard [email protected] 448212

Highlands Gary Jones [email protected] 608576 Treasury and Resources Joss Eccles

Helen Du Heaume

[email protected]

[email protected]

440264

440211

HM Prison Alan Kearney [email protected] 441871 - Property Holdings Matthew Brehaut [email protected] 441544

Home Affairs Heidi Sydor [email protected] 447927 - Income Tax Carole Melville [email protected] 440305

Housing Denise Drieu [email protected] 448831 Viscount’s Department Sandra Auckland [email protected] 441303

2010 directory test

Documents

development directory

development team

new development opportunities

development site

exciting development

development provision

new states intranet

new courses