The following is the course content.
Solving problems and making decisions
· Understand how to describe a problem, its nature, scope and impact. Learn
how to gather and interpret information that will let you identify possible
solutions to a problem. Discover how to make a decision as to the best
solution.
Consider how to plan the implementation and communication of this decision. Explore monitoring and review techniques that can be used to gauge the effectiveness of a solution.
Consider how to plan the implementation and communication of this decision. Explore monitoring and review techniques that can be used to gauge the effectiveness of a solution.
Understand Customer Service standards and
requirements
· Discover how to identify external, internal and potential customers, and
how to identify the needs of both external and internal customers. Learn how to
care for the customer and how to maintain customer care standards, as well as
how to maintain effective customer relationships. Consider the rights of
customers and the responsibilities of organisations towards them.
Developing yourself and others
· Learn how to identify development needs, and how to develop self and
others to achieve organisational objectives.
The expected
objectives for learners are:
·
Gain a range of
key management skills and put them into
practice in their own role
·
Build their
leadership capabilities – motivate and engage
teams, manage relationships
confidently
· Develop your
leadership and management skills using
their own knowledge, values and
motivations.
This course is open to all CalMac employees either living or
working in the Highlands and Islands and is also open to all employees regardless of trade union membership.
If you would like to apply to take part in this course or you require any further
information on this course or any other learning opportunities please contact
us using the following details.
Tel No. 07814022347
Email. d.henderson@rmt.org.uk
