MFM Training Prospectus 2012 v10

Facilities Management Course Prospectus – August 2012

Version 10

Index

Contents: New Manager Training Matrix ....................................................................................................................... 3

QHSE First Aid Awareness ...................................................................................................................................... 5 Risk Assessment Overview .......................................................................................................................... 6 Accident Investigation and Claims Management ........................................................................................... 7 HSE Law – A Manager‟s Responsibility ........................................................................................................ 8 Environmental Awareness ............................................................................................................................ 9 Managers QHSE Induction ......................................................................................................................... 10 Slips, Trips & Falls ...................................................................................................................................... 11 Working at Height / Ladder Awareness ....................................................................................................... 12 COSHH Overview ....................................................................................................................................... 13 Vehicle Maneuvering & Signaling ............................................................................................................... 14 Drivers Awareness ...................................................................................................................................... 15 IOSH Working Safely .................................................................................................................................. 16 IOSH Managing Safely ............................................................................................................................... 17 Fire Safety and Fire Warden ....................................................................................................................... 18

HR Disciplinary & Grievance ............................................................................................................................. 20 Disciplinary & Grievance: Management Refresher ...................................................................................... 21 Investigations: Introductory Workshop ........................................................................................................ 22 Introduction to Redundancy ........................................................................................................................ 23 Staff Transfer - TUPE ................................................................................................................................. 24 Note Taking: Introductory Workshop ........................................................................................................... 25 Introduction to People Management ........................................................................................................... 26 Third Party Pressure: Introductory Workshop ............................................................................................. 27 Absence Management: New FM Strategy ................................................................................................... 28 Performance Management ......................................................................................................................... 29

LEADERSHIP & DEVELOPMENT Welcome to MITIE – an online Induction ..................................................................................................... 31 FM Corporate Induction .............................................................................................................................. 32 Equality and Diversity (Online) .................................................................................................................... 33 Excellence Every Day ................................................................................................................................. 34 Train the Trainer ......................................................................................................................................... 35 Presentation Skills ...................................................................................................................................... 36 Management Skills for New Managers ........................................................................................................ 37 Effective Team Building .............................................................................................................................. 38

The Effective Supervisor / Team Leader ..................................................................................................... 39 Interviewing Skills ....................................................................................................................................... 41 Influencing .................................................................................................................................................. 42 Time management ...................................................................................................................................... 43 Shades of perception .................................................................................................................................. 44 Better Business Writing............................................................................................................................... 45 Effective Report Writing .............................................................................................................................. 46 Communication skills .................................................................................................................................. 47 Coaching skills for managers ...................................................................................................................... 48 Diamond service ......................................................................................................................................... 49

LEAN SIX SIGMA Lean Six Sigma Foundation ........................................................................................................................ 51 Lean Six Sigma Yellow Belt ........................................................................................................................ 52 Lean Six Sigma Green Belt ......................................................................................................................... 53

BIFM Getting started in FM (online)...................................................................................................................... 55 Understanding FM ...................................................................................................................................... 56 The Professional Facilities Manager 1 ........................................................................................................ 57 The Professional Facilities Manager 2 ........................................................................................................ 59 The Facilities Management Business School (Advanced) ........................................................................... 60 Learning & Development Procedure…………………….……………………………..………..…...……….……61

Booking Procedure: To book a place on any of the courses contained in this Prospectus please obtain manager approval and

forward a completed booking form to [email protected].

The booking form can be found on FM‟s training page - MiNet (document ref MF(F) 52007)

mailto:[email protected]

New Manager Training Matrix

The following matrix is a recommended training pathway for FM Managers

1 month

•Online New Manager Induction

•Equal Opportunities & Diversity Essentials (Online)

•H&S Law - A Managers Guide (QHSE)

•Risk Assessment Overview (QHSE)

•Protecting sensitive data (Online)

By month 4

•FM Corporate Induction (L&D)

•Presentation Skills (L&D)

•Accident Investigation & Claims Management (QHSE)

•Management Skills for New Managers (L&D)

By months 6-8

•Introduction to People Management (HR)

•IOSH Managing Safety (QHSE/Group)

As required

•HR (various)

•QHSE (various)

•Leadership & Development (various)

•BIFM (various)

Index: Fire awareness Risk assessment overview Accident investigation and claims management HSE Law – A manager’s responsibility Environmental awareness Managers QHSE induction Slips, trips & falls Working at height / ladder awareness COSHH overview Vehicle maneuvering & signaling Drivers awareness IOSH working safely IOSH managing safely Fire safety and fire warden

Section 1: QHSE

QHSE

First Aid Awareness Course Overview This course will provide the delegate with the knowledge and information on how to provide the appropriate level of first aid cover on the Site, Contract and MITIE Offices

Content This course contains information relevant to MITIE‟s sites, Contracts and Offices to give attendees sufficient knowledge to assess that the correct first aid provisions are in place. It outlines the steps which need to be taken to ensure that MITIE work in line with the First Aid at Work Regulations. It also contains information on how to recognise symptoms of a stroke or heart attack and how to manage these situations

Duration 1 hour

Intended audience All Supervisors and Managers

Dates and location Will be promoted prior to the event or are available on request

Costs No charge

Accreditation MITIE certificate to confirm attendance

QHSE

Risk Assessment Overview Course Overview At the end of this course delegates will have a basic understanding of the legal requirements and main hazards which can cause harm within the work-place. They will also possess the basic knowledge and skills to carry risk assessments on their site

Content This course will introduce the delegate to the concept of risk assessments within the work place and the legal requirements which are required to be adhered to. This will assist the delegate in identifying the difference between hazards and risks and will provide them with information as to how to decide on the most appropriate workplace precautions/control measures Delegates will also the opportunity to practice carrying out risk assessments within a controlled environment

Duration 2 – 3 hours

Intended audience Regional Account Managers, Senior Account Managers, Account Managers and Supervisors

Dates and location Further dates/locations will be promoted prior to the event or are available on request

Costs No charge


QHSE

Accident Investigation and Claims Management Course Overview By the end of this course delegates will be able to identify a RIDDOR reportable incident, understand the accident investigation procedures and know how to contact following an incident

Content Delegates who attend this course will gain an overall understanding of how to manage accidents/incidents, as well as learning how to conduct an accident investigation following an incident This course will also outline what is RIDDOR reportable incident and how the escalation procedures work following a major incident Finally, the course will cover the MITIE Lifeline reporting procedures and provide information as to why it is important that near misses are reported as well as accidents

Duration 3 hours



Costs No charge


QHSE

HSE Law – A Manager’s Responsibility Course Overview This course aims to provide delegates with a greater understanding of health & safety law, its impact on the working environment and the working practices which must be adopted to ensure that MITIE comply with all of the legislative requirements. This will allow managers to identify what their personal responsibilities are and how they can ensure the standards are maintained at all times

Content Managers and supervisors have a number of responsibilities when it comes to health and safety within their work environments. This course is designed to introduce managers to the legal requirements and outline their roles and responsibilities ensuring they comply with both legislation and MITIE standards This course creates opportunities for managers to learn about Health & Safety legislation ranging from the Health and Safety at Work Act to Management of Health and Safety at Work Regulations

Duration 3 hours



Costs No charge


QHSE

Environmental Awareness Course Overview This course has an integral part to play in raising both the standards and awareness amongst our employees. By providing this key knowledge the employees can contribute more effectively to the businesses waste management strategies Delegates will have a greater understanding on the impact they have on the environment and this course will provide a foundation to learn and positively change their behaviour Delegates will be able to recognise the types of waste which the business produces. It will identify the companies and individual‟s personal responsibilities; to ensure we comply with our statutory requirements Finally this course will provide an appreciation for the potential to implement a more sustainable waste management system within the working environment

Content Businesses and individuals impact on the environment every day in a variety of different forms; some impacts are not always as obvious as others. All businesses produce waste but there is very little awareness as to the challenges and opportunities that this creates for business This course highlights the environmental concerns we are faced with today within the business world. It discusses and how we can manage our waste effectively to meet both MITIE‟s and the Client‟s standards This training endeavours to raise awareness and provide information on good industry standards to positively change behaviour and attitude. Through this; MITIE can manage our environmental systems effectively to ensure that the actions we take minimises the impact on the environment Finally this course aims to provide information with regards to our legal responsibilities and our duty of care. Further to this it provides a solid foundation as to how we can ensure that this is achieved. Through outlining the steps we must take to comply with our legal responsibilities and wherever possible meet the best practise standards

Duration 2-3 hours



Costs No charge


.

QHSE

Managers QHSE Induction Course Overview By the end of this course the delegates will gain a thorough understanding of the legal QHSE requirements and duties expected of them within their work environment

Content This health and safety induction has been specifically designed to introduce managers into the QHSE environment and provide a solid foundation in order to support the business The key focus is on the standards expected from the manager and their responsibilities to ensure they lead their team whilst keeping them safe at work

Duration 1.5 hours



Costs No charge


QHSE

Slips, Trips & Falls Course Overview This course will provide the delegate with the knowledge and information on how to prevent and control slips, trips and falls within the workplace

Content This course is designed to raise the delegate‟s awareness of what causes slips, trips and falls within the workplace, how to control them and learn how to safely clean up after spillage The course teaches the delegates how to safely carry out these tasks and reduce the risk of infection

Duration 2-3 hours

Intended audience All employees, supervisors and managers


Costs No charge


QHSE

Working at Height / Ladder Awareness Course Overview This course will provide the delegate with the knowledge and skills to work safely with access equipment including ladders They will learn about the hazards involved with working at height and how to ensure that the safe systems of work are followed to keep themselves and others safe

Content This course is available to provide in-depth knowledge of safe working at height procedures. It allows delegates to learn about the serious risks involved with working at height and identify how the risks can be reduced to an acceptable level Information is also given on the access equipment options available, selecting the correct access equipment and the regular inspection regimes which must be adhered to This course also focuses on using a ladder/step ladder safely, ensuring that the equipment is fit for purpose and when inspection regime is required

Duration 3 hours

Intended audience All employees who carry out any high level work or are involved with such activities. This includes operatives, window cleaners, janitors, supervisors and managers


Costs No charge


QHSE

COSHH Overview Course Overview At the end of this course delegates will have a basic understanding of the legal requirements and main hazards associated with hazardous substances They will be able to work with the substances safely and ensure that the actions taken do not impact on themselves, other people or the surrounding environment

Content This course will introduce the delegates to hazards involved with handling hazardous substances within the workplace. The delegates will learn to identify what a hazardous substance is and how exposure can occur It will give them the opportunity to learn about handling these substances correctly and to ensure that we reduce the risk of exposure to the user and persons within the surrounding environment This course will reiterate the importance of selecting low risk substances and ensure that the correct training is given for the safe handling, storing, use or diluting of substances

Duration 2-3 hours

Intended audience Senior Account Managers, Account Managers, Supervisors and Employees


Costs No charge


QHSE

Vehicle Maneuvering & Signaling Course Overview You will have a basic understanding of legal requirements, operational measures and the signals to be used to ensure safe reversing or maneuvering

Content Nearly a quarter of all deaths involving vehicles at work occur whilst the vehicle is reversing. Many more do not result in injury but cause costly damage to vehicles, property, equipment and premises. Most of these accidents could be prevented by taking some simple safety precautions. This course aims to raise awareness of the dangers caused by reversing and maneuvering

Duration 1.5 hours

Intended audience Managers responsible for contracts with major vehicle movement


Costs No charge


QHSE

Drivers Awareness Course Overview The Drivers Awareness Course has been developed for all employees who drive company vehicles for business purposes. MITIE understand the road risks which may impact on our teams and use this training module as a platform to raise awareness. This course is structured around safe driving techniques, vehicle maintenance and general hazards to consider whilst driving for both the operator of the vehicle and other road uses. Details will be provided to the delegates on suitable precautions which can be implemented to reduce the risk a road traffic incident. In today‟s economy and with MITIE‟s focus on saving fuel costs; this course also provides guidance on how to drive smarter to reduce the fuel consumption.

Content By the end of this course the delegates will have a greater understanding of their responsibilities as a road user. They will also learn to recognise early warning signs which can assist with avoiding hazards and reducing the risk of a road traffic Incident. Finally the team will receive useful information and tips on how to drive smarter in order to save fuel when driving.

Duration 1 hour

Intended audience All MITIE Vehicle Drivers


Costs No charge


QHSE

IOSH Working Safely Course Overview By the end of this course the delegates will be able to carry out work activities without risk to themselves or others. They will understand the consequences to both the individual and their organization if they fail to work safely You will be able to identify hazards, risks and risk controls and understand the importance of risk assessment with examples of everyday use of risk assessment Finally, you will understand how to take appropriate workplace precautions and their importance in the working environment

Content The IOSH Working Safely course is designed to provide you with knowledge into the world of safety. This one day course is aimed at those with supervisory responsibility within MITIE; or simply to raise the level of health and safety standards within your team This nationally recognized course is designed for those at all levels to provide information and guidance on working safely within their working environment. The key topics include:

Machinery safety

Chemical safety

Legal responsibilities

Fire precautions

Accident prevention

Manual handling

Working with VDUs There will be a multiple choice test at the end of the course

Duration 1 day

Intended audience Managers and Supervisors


Costs £20-£25 per person (to cover external accreditation/certificate cost)

Accreditation IOSH accredited certificate

QHSE

IOSH Managing Safely Course Overview The Institution of Occupational Safety and Health (IOSH) course is designed to give directors, managers and supervisors sound principles for applying safety and health in the workplace.

Learning Outcomes At the end of the course delegates will have an appreciation of the importance of health and safety in the workplace.

Content

Safety management systems, the role of risk assessment linked into management, legal requirements and social environment

Reactive monitoring

Risk assessment and not control

Preparing and using direct links, schedules

Management review of the safety management system

Preparing for health and safety audit

Identifying legislation and advice

Managing the sources of hazards addressed in working safely

Assessment

Duration One four day block work-based project.

Intended audience Directors, managers and supervisors who are required to manager workplaces and people.

Dates and location Contact Gina Gobetti in the Health and Safety training department on 0117 322 1147 or at [email protected]

Costs Costs are dependent on numbers. If you contact Gina Gobetti in the Health and Safety training department she will try to advise as clearly as possible.

Accreditation IOSH accredited certificate


QHSE

Fire Safety and Fire Warden Course Overview The course will provide you with the skills and knowledge to recognise fire hazards within the workplace and establish good housekeeping methods to prevent the spread of fire Further information will be given on the routine inspections on equipment and fire detection systems which should be carried out as part as part of the regular maintenance regime This training will also give you the information you need to carry out the role of a Fire Warden safely on your premises and to ensure that we maintain our safe standards of work on site

Content This course will provide you with the knowledge and skills to monitor fire hazards on site and to confirm when each of the regular inspections should be undertaken You will learn about the principles of a fire safety management system – risk assessments and other prevention measures

Duration 1.5 hours

Intended audience Employees, Supervisors and Managers


Costs No charge


Section 2: HR

Index: Disciplinary & Grievance Disciplinary & Grievance: Management Refresher Investigations: Introductory Workshop Introduction to Redundancy Staff Transfer – TUPE Note Taking: Introductory Workshop Introduction to People Management Third Party Pressure: Introductory Workshop Absence Management Performance Management MiReview

HR

Disciplinary & Grievance Course Overview To equip you with the knowledge & skills required to deal with disciplinary & grievance situations in line with Company policy and procedures and ACAS Code of Practice

Pre-requisites None

Duration 1 day

Intended audience Supervisors, Team Leaders and Managers


Costs No charge


HR

Disciplinary & Grievance: Management Refresher Course Overview To refresh your knowledge of handling disciplinary and grievance matters and to ensure that you are familiar with MITIE‟s Disciplinary & Grievance policies and procedures. To establish the key differences between Disciplinary and Performance Issues looking at both Informal vs. Formal approaches

Pre-requisites In order to attend this course, all participants must have attended the Disciplinary & Grievance workshop

Duration 4 hours

Intended audience First and Second Line Managers


Costs No charge


HR

Investigations: Introductory Workshop Course Overview Conducting a fair and proper investigation is the cornerstone of finding a dismissal by ensuring the process is followed correctly in line with Company policy and procedures and ACAS Code of Practice

Pre-requisites In order to attend this course, all participants must have no previous experience of this topic

Duration 2.5 hours (approx)



Costs No charge


HR

Introduction to Redundancy Course Overview To increase understanding of redundancy process and to encourage managers to be comfortable in carrying out redundancy consultations

Pre-requisites In order to attend this course, all participants must have responsibility for managing a team of one or more employees

Duration 4 hours

Intended audience First or Second Line Managers


Costs No charge


HR Staff Transfer - TUPE Course Overview To understand and be able to conduct a TUPE process within the business environment


Duration 4 hours

Intended audience First or Second Line Managers and Administrators


Costs No charge


HR

Note Taking: Introductory Workshop Course Overview To keep accurate record(s) to reflect the discussions/ conversation of the meeting

Pre-requisites None

Duration 1.5 hours

Intended audience Administrators and anyone who takes notes during formal meetings (ie. Disciplinary, Investigation, Grievance etc)


Costs No charge


HR

Introduction to People Management Course Overview To increase understanding of key MITIE policies and procedures relating to the full life cycle of an employee. Please note this course covers the following subjects at an introductory level only, for more in depth training on each individual subject, dedicated courses are available

Part 1 (2 hours): Why do we come to work?

Expectations and their impact

Induction/Probation

How and when to do an Appraisal

How to manage absence issues including AWOL

Nipping minor issues in the bud

Part 2 (2 hours):

Disciplinary

Grievance

Leavers

Customer Complaints


Duration The full, one day 4 hour course has been collated into two distinct 2 hour halves (Part I and Part II) which can be delivered separately and on different occasions if required

Intended audience First or Second Line Managers


Costs No charge


HR

Third Party Pressure: Introductory Workshop Course Overview To provide an overview of third party pressure and how managers can deal with this situation in their role as chairman

Pre-requisites In order to attend this course, all participants must have attended both the Investigation and Disciplinary & Grievance workshops

Duration 3 hours

Intended audience Managers who deal with clients


Costs No charge


HR

Absence Management: New FM Strategy Course Overview To introduce the new FM Absence Management Strategy and ensure you are familiar with how to handle both short term and long term absence issues. Also provides an introduction to the Bradford Factor scoring method.

Pre-requisites In order to attend this course, all participants must have supervisory or line management responsibility

Duration 1.5 hours

Intended audience First and Second Line Managers


Costs No charge


HR

Performance Management Course Overview To clarify why MITIE has an appraisal process; develop an understanding of the MITIE performance management standards; gain the skills required to carry-out structured MiReview appraisals; and manage individual performance.

Pre-requisites No previous requirements are needed in order to attend this course.

Duration 1 day



Costs No charge


Section 3: L&D

Index: Welcome to MITIE – an online Induction FM Corporate Induction Equality & Diversity (online) Excellence every day Train the trainer Presentation skills Management skills for new managers Effective team building The effective supervisor / team leader Interviewing skills Influencing Time management Shades of perception Communication skills Coaching skills for managers Better business writing Effective report writing Diamond service

Leadership & Development

Welcome to MITIE – an online Induction Course Overview

The online Induction is designed to bring together all of the key information sources and links that you need to be aware of as you begin your new role within Facilities Management and should be completed prior to you attending the FM Corporate Induction

Content This online Guide will enable you to gain a better understanding of MITIE and where FM fits in, and:

The HR function, including: o What you need to know o HR Support Centre o Who‟s Who in HR o MITIE Benefits o Training and Development

The IT function, including: o How to access the online IT Induction o How to create an auto-signature o Email sign off o Out of Office o How to access emails remotely o MiNet o MITIE intelligent templates

BMS (Business Management System)

QHSE

Duration 1 hour

Intended audience All new salaried staff

Costs No charge


FM Corporate Induction Course Overview To provide an overview of our organisation and the services we deliver

Content MITIE structure

QHSE overview

HR Essentials

Training & Development

MITIE Benefits

Equality & Diversity

Pre-requisites: Online FM Induction

Duration: 1 day

Intended audience: All new salaried members of staff


Costs: No charge


Equality and Diversity (Online) Course Overview Equal Opportunities & Diversity Essentials is an interactive e-learning course that introduces you to what equal opportunities and diversity are, and what they mean in the workplace. All you need to do is follow the advice detailed in the attachment to work through the course. Everyone with a MITIE email address is encouraged to complete the course and print off a certificate to demonstrate understanding!

Section Key topics There‟s also a quiz at the end of the course, so that you can check you‟re up to speed with everything that's been covered.

Please note: you may wish to consider using headphones when working through the course, particularly when working in an open plan environment!

Duration 1 hour

Costs: No charge


Excellence Every Day Course Overview What makes our service memorable? How can we make it exceptional? What you do to make a difference to both your colleagues and our clients. Remember the little things make the biggest difference and we know that because of you, we‟re an exceptional team. This course can be tailored to your specific team requirements, please contact us for further information

Course Content The course will explore what the 6 C‟s of exceptional customer service mean to you; what you are currently doing and assist you in preparing an action plan to take forward what you are going to do differently to help you and to help us make our service exceptional

This is a highly participative, interactive course and covers the following 6C‟s of exceptional customer service:

Serving our Customers Valuing your Colleagues Managing Cost Maintaining Control Delivering Change Building Capability

Pre-requisites: None

Duration: ½ day

Intended audience: All MITIE people involved in delivering services to clients and customer


Costs: No charge

Accreditation: MITIE certificate to confirm attendance


Train the Trainer Course Overview Behind every spectacular training session is a lot of preparation and meticulous attention to detail. The truly skilled presenter can make a program exciting. Training should be made up of at least 50% delegate participation. We make sure we follow this 'rule' ourselves! Our Train the Trainer course is therefore very interactive, with plenty of opportunity for you to discuss and practice how to handle a range of training challenges. You will be required to give short presentations during the two days. Instant feedback on the your performance and style is provided by both the course trainer and by the other participants

Learning Outcomes: Be able to define objectives that meet both business and trainee needs

Be aware how to plan and design training to gain commitment and enthusiasm

Know how to recognise the different psychological and sensory learning styles of trainees

Be able to adapt training to meet ALL of these styles

Be able to deal with challenging trainees and resistance to training

Be able to deal with trainee concerns about training

Understand the pro's and con's of different training methods

Ensure training is interactive and participative - And not simply a presentation

Be aware how, why and when to adopt a facilitative or directive training style Be able to ensure and check that training is effective; that objectives have been met and that real

learning has occurred Understand what to do before and after training to ensure the best possible outcome for all

Pre-requisites You will be asked to pre-prepare 2x presentations which you will be asked to deliver during the course

Duration 2 days

Intended audience All those who require the skills to design and deliver effective training and also to evaluate its impact


Costs No charge


Carry on Learning after the course If you have any questions you‟d like to ask about a forthcoming presentation simply email or call us and we will do our

best to help. We will continue to help you develop your presentation skills even after the course has completed


Presentation Skills Course Overview This course is designed to improve the confidence and skills of participants to ensure that their future presentations are effective, informative and entertaining business presentations. This course is designed to be highly interactive and participants are required to give three short presentations during the day. Instant feedback on the presenter‟s performance and style is provided by both the course trainer and by the other participants

Learning Outcomes: On completion of this course, attendees will discover:

How to give an effective business presentation

How to structure your presentation for maximum effective

The 5 key things to consider before you start presenting

What effect positive body language will have on your audience

Different ways to influence different people

What your PowerPoint slides should contain

How to ensure your audience find it interesting

How to appear composed and confident

Duration 1 day

Intended audience All those who require the skills to design and deliver effective presentations and also to evaluate its impact


Costs No charge


Carry on Learning after the course If you have any questions you‟d like to ask about a forthcoming presentation simply email or call us and we will do our best to help. We will continue to help you develop your presentation skills even after the course has completed


Management Skills for New Managers Course Overview The move from completing your own personal tasks to managing the work-load of others can often be a daunting one. This two day course gives a thorough overview of the new skills and techniques you will need to master in order to succeed as a New Manager

Learning Outcomes: Day 1: Managing Yourself The Role of the Manager

o Descriptions of the role of manager and what effective managers do o Action centered leadership

Management v. Leadership

Communication Skills o What makes someone difficult o Effective communication and communication impact o Verbal & non-verbal communication including body language

Time Management

Decision Making

Day 2: Managing Others Delegation

o What is delegation and do you need to delegate more? o The advantages of delegation o Why managers don‟t delegate and what to delegate

MiReview

McQuaig survey overview

Toolbox Talk training –effective toolbox talks delivery

Coaching

Managing under-performance

Conflict Management o Identifying different types of conflict & problems o Systematic approach to managing conflict and solving problems

Motivation

Effective use of BMS (covering QHSE & HR policies & procedures)

Duration 2 days

Intended audience Newly appointed Managers


Costs No charge



Effective Team Building Course Overview To work together, team members must develop their interactive, communication and interpersonal skills. This workshop focuses on six crucial interpersonal skills that team members must have if they are to function as a high performance work team Prior to the course taking place we will spend time with you as a manager to tailor the course to your own specific team requirements. On completion of day 1 your team will have the opportunity to confidentially feedback their concerns as a team and this feedback and the observations from day 1 will be built into day 2. This will ensure the course is as specific to your team requirements as necessary

Learning Outcomes: Identity and practice new methods of dealing with others that promote team spirit, co-operation and open communication

Develop simple techniques for creating cohesive work groups by recognising and praising each other

Practice and perfect active listening skills

Learn to take feedback from others without becoming defensive or angry

Gain skills that allow positive action to be taken on group performance problems without causing conflict or tension

Learn to give criticism in such a way that helps the individual and the work group to develop as a team

Duration 2 days – split over 2 consecutive months. The course will consist of both indoor and outdoor interactive activities

Intended audience Team members, team leaders and facilitators. A single team can attend this workshop together, learning and practising these crucial skills on each other and dealing with their specific team issues or individual members from several different teams can attend the course at the same time, allowing them time to learn and practice the skills in a non-threatening, confidential atmosphere.


Costs No charge



The Effective Supervisor / Team Leader Course Overview 3 days of practical, interactive training to give practicing or potential team leaders the foundation for their formal development in this role. The course develops basic team leading skills and assists participants in gaining the basic knowledge required

Learning Outcomes: On completion of this course, participants will be able to: Segment 1 – Developing yourself as a team leader Understand the roles, functions and responsibilities of the team leader; and the limits of his/her authority and accountability

Describe four responsibilities of a team leader;

Give two examples of problems they would need to refer to someone with more authority Know how to seek, accept and respond positively to feedback on personal performance to improve workplace performance

Use feedback on own performance to identify one strength and one area for improvement;

Describe one thing that can be done to establish and maintain trust within the team;

Prepare a simple action plan to address areas needing improvement in own performance Segment 2 – Leading your work team Understand the difference between leadership and management

Explain the difference between leadership and management Understand a range of leadership styles, their use and potential impact on individuals and outputs

Briefly describe any three leadership styles;

Identify the leadership style or combination of styles most commonly used within the organisation;

Explain the likely effect of this style or combination of styles on people and their work performance;

Briefly review own leadership style and its impact on people and their work performance Understand self-managed teams

Explain what is meant by a self-managed team;

Explain the benefits to an organisation of developing self-managed teams;

Identify two techniques they could use as a team leader to empower others in the team Segment 3 – Developing the work team Understand the nature of teams and the features of team roles and responsibilities including the advantages and disadvantages

Explain how teams differ from groups in the workplace;

Describe two team roles and responsibilities;

Briefly describe the stages in team development using a recognised model;

Explain two advantages and two disadvantages of teams Know how to identify training needs of a group or team and how those needs may be met

Conduct a basic training needs analysis of a group or team in the workplace;

Suggest possible training opportunities to meet identified needs

Duration 3 days

Intended audience Practising or potential team leaders/supervisors


Costs No charge

Accreditation MITIE certificate on completion


Interviewing Skills Course Overview This programme has been developed to assist those who have little or no formal training in this area and to give more experienced interviewers a chance to practice and develop in a safe environment. You will have the chance to exchange ideas and share best practices on interviewing techniques used throughout MITIE. There will also be an opportunity to demonstrate your new found skills by taking part in lively discussions and role play. You will be asked to complete a McQuaig questionnaire prior to course commencement. Interviewing alone will not give us all the answers to someone‟s personality and how they will fit into our existing team. You will have an opportunity during the course to self-evaluate your personal McQuaig questionnaire and learn how to interpret psychometric tests prior to interview.

Learning Outcomes: Our course will encourage delegates to try proven interviewing techniques enabling them to:

Analyse the purpose of interviews; the advantages and disadvantages

Identify the skills, knowledge and behaviours that are required for an effective interviewer

Appreciate the importance of active listening and the barriers to listening

Be aware of the importance of body language

Develop an awareness of the role and responsibilities of the chair person and panel members in the interview process

Compile appropriate questions to elicit evidence for specific core competences

Analyse the different interviewing styles and questioning techniques

Appreciate the importance of McQuaig Reports

Analyse and interpret McQuaig Reports and use them effectively during the interview process

Duration 1 day

Intended audience Managers and Supervisors who are involved in recruitment


Costs No charge



Influencing Course Overview This course is a must for anyone who has ever wondered why they can‟t get their message across!

Learning Outcomes: The course will ensure delegates will:

understand how their style affects their ability to influence others effectively

be able to achieve more by gaining the co-operation of managers and colleagues

be able to demonstrate the appropriate use of a process for increasing influence

have considered the effect of different negotiating styles

Duration 1 day

Intended audience Anyone wanting to improve their influencing skills


Costs No charge



Time management Course Overview

To develop problem solving and decision making skills

To encourage analytical thinking

To consider a structured process in problem solving

Learning Outcomes: By the end of this course, participants will be able to:

Describe a process for problem solving Describe techniques that will help an objective problem solving process Describe how to use a creative thinking technique to generate ideas Understand how to apply objective decision making to typical workplace scenarios

Pre-requisites None

Duration 1 day

Intended audience Managers, team leaders and supervisors


Costs No charge



Shades of perception Course Overview Every wondered why people act the way they do? In order to understand the people around you and how they deal

with problems and decisions, you firstly need to understand why they act and behave in a certain way. This course

will look at their core being that is developed from a very early age. By understanding their strengths and weaknesses

you will be able to adapt your own style to the style of your clients, employees, colleagues and potential new clients.

This course is a look into typical personal behaviour styles, knowing your style and having the skills to determine the

style of others will help you develop strategies for meeting the needs of others.

Why is adaptability so important? Because research has demonstrated that people who have higher levels of

adaptability have a greater likelihood of interpersonal success. And how well you succeed with others can significantly

impact your overall performance.

Learning Outcomes: On completion of this course, you will be able to:

Be aware of the four personal behavioural styles

Understand the strengths and weaknesses of the four styles

Match or adapt your style to influence your audience

Identify how different styles think by analysing how the right & left hand side of the brain filters information

Compare the characteristics of the four personal buying styles when dealing with your clients

Appreciate how each personal behavioural style demonstrates; expressiveness, assertiveness and flexibility

Identify the work preferences of each style and what they enjoy most

Analyse which styles can readily make decisions and thrives on problem solving and those styles that are more reluctant and cautious

Pre-requisites None Duration ½ day

Intended audience Managers and Supervisors who are involved with dealing with people at all levels


Costs No charge



Better Business Writing Course Overview To enhance a person‟s ability to write professional, effective documents, communications and reports and present a consistent image of MITIE


Identify guidelines for writing Define the 5 steps of the writing process Engage and influence the audience Identify the appropriate format for business correspondence including – letters, reports and emails. Recognise the appropriate need and use of spelling, grammar and punctuation Present a consistent professional image of MITIE Identify proposals and their components Identify formatting and visual elements in written communications

Pre-requisites None

Duration 1 day

Intended audience Staff at all levels


Costs No charge



Effective Report Writing Course Overview To enable individuals to effectively research, compile and present business reports for a variety of situations, in a

consistent and clear approach


Understand the purpose and benefits of reports Define the 5 steps of the writing process Engage the reader Identify the appropriate format and structure for business reports Present a consistent professional image of MITIE Practice the design and research elements of report writing

Pre-requisites None

Duration ½ day

Intended audience Staff at all levels who are involved in report writing


Costs No charge



Communication skills Course Overview To improve the communication process and communication skills within the workplace


Describe barriers to communication and how to overcome these Explain how to build rapport with others Recognise the importance of listening and not making assumptions Describe how to make communication clear and the importance of clarity Understand that what is meant is not always what is understood (intention v. perception) Recognise the importance of asking open questions to clarify understanding Describe their experience of a team activity and the key learning points about communication from that

Pre-requisites None

Duration 1 day

Intended audience All levels of staff up to supervisor/junior manager


Costs No charge



Coaching skills for managers Course Overview To ensure managers have the skills to coach their staff to higher performance in the workplace


Describe what coaching is and what it is not! Identify the skills that managers will need to be an effective workplace coach Understand how to structure a coaching session with staff members Understand how to coach for development and higher performance Be able to suggest a useful framework for a coaching meeting

Pre-requisites None

Duration ½ day

Intended audience Managers, team leaders and supervisors


Costs No charge



Diamond service Course Overview To enable individuals to understand how to deliver consistent excellent customer service and how to adapt their

behaviour to enhance the customer experience of MITIE


Understand what excellent customer service. Recognise own strengths and areas for improvement The importance of a positive attitude Learn and practice techniques for building relationships Improve telephone communication skills Encourage the use of questioning techniques Making the best first impression How to handle complaints and escalations appropriately

Pre-requisites None

Duration 1 day

Intended audience All support staff who engage with their clients over the telephone

Dates and location Dates/locations will be promoted prior to the event or are available on request

Costs No charge


Section 4: Lean Six Sigma

Index: Foundation Yellow Belt Green Belt

LEAN SIX SIGMA

Lean Six Sigma Foundation Course Overview This course provides a basic understanding of Lean Six Sigma including a brief history and how it applies to our FM service offering

Learning Outcomes: Basic lean tools designed to enhance quality output, such as 5S, are taught as well as an explanation of how statistical process control (SPC) techniques are used to ensure new processes are sustained and improved.

Pre-requisites None

Duration 4-5 hours (classroom based)

Intended audience All supervisors and site managers

Dates and location Courses are run on a “as and when basis”. ‟ Please contact [email protected] for further information

Costs MCES delegates - £150 + £20 certification costs per delegate Delegates from other MITIE Divisions - £200 + £20 certification costs per delegate External Delegates outside of MITIE - £400 + £20 certification costs per delegate



LEAN SIX SIGMA

Lean Six Sigma Yellow Belt Course Overview You will receive an enhanced overview of Lean Six Sigma concepts and tools and how they are applied to the various disciplines within FM services. Although, the course has a greater emphasis on Cleaning and Environmental Services it is still relevant to all within FM. Delegates will become familiar with the Define-Measure-Analyse-Improve-Control (DMAIC) process and learn and practice a group of basic problem-solving tools together with other basic tools to aid in business/process improvement techniques

Learning Outcomes: The Yellow Belt course content includes techniques for both qualitative and quantitative analysis, as well as the team leadership skills necessary to get projects across the goal line. Once you have completed this course, you'll have all the information needed to play an important role as a valuable member of a Lean Six Sigma project improvement and implementation team. Assessment is by means of a multi-choice set of questions completed at the end of each module.

Pre-requisites Successful completion of Lean Six Sigma Foundation

Duration Online – 10 hours over a recommended 1-2 month period


Dates and location Online


Accreditation National Open College Network (Yellow Belt) accredited

LEAN SIX SIGMA

Lean Six Sigma Green Belt Course Overview This progressive course is designed for those who have completed the Yellow Belt Course and will be going on to work as a Lean Six Sigma Project Manager and/or will have responsibility for a Lean Six Sigma project from inception to completion

Learning Outcomes: This Lean Six Sigma Green Belt course develops and certifies the knowledge and skills of a Six Sigma Yellow Belt graduate. The course content focuses on detailed qualitative and quantitative analytical techniques and data interpretation and includes the methods, the descriptive statistics, and the project management skills necessary to use DMAIC to improve processes. The course is characterised by experiential learning, skill-based training and practical statistics. Certification is based on completion of a worked based project that delivers an immediate benefit to the stakeholder together with a multi-choice set of questions completed at the end of each module.

Pre-requisites Successful completion of Lean Six Sigma Yellow Belt

Duration 13-15 hours e-learning spread over a 1-2 month period (plus work based project).




Accreditation National Open College Network (Green Belt) accredited

Index: Getting started in FM – online Understanding FM The Professional Facilities Manager 1 The Professional Facilities Manager 2 The Facilities Management Business School (advanced)

Section 5: BIFM

BIFM

Getting started in FM (online) Course Overview This course gives a practical introduction to 4 essential areas – Knowing your building / the role of the FM; Support Services; FM projects; and H & S / Sustainability

Learning Outcomes: Although primarily aimed at those new to the industry, Getting Started in FM may also provide an excellent refresher if you are an experienced FM looking to reinforce your existing knowledge of best practice

Duration The package should take approximately 4 hours to complete, but you can work through at your own pace, and return to areas previously covered if you wish to, including reviewing your answers to individual tasks

Intended audience Designed for new operational FMs or those with related responsibilities, the package will provide you with a highly practical hands-on guide to the basics of good practice facilities management based on „real life‟ experience


Costs £120 per licence (but further discounts are available for multiple licences)

Accreditation You will receive a BIFM Training certificate of completion at the end of the e-course which contributes towards your record of CPD (continued professional development)

BIFM

Understanding FM Course Overview To provide both a comprehensive introduction to key aspects of FM, and provide a solid base of knowledge, techniques and reference material for Facilities Managers

Learning Outcomes: By the end of this course you will understand:

The role of the facilities manager

The scope and breadth of the profession

The importance of FM and its value to organisations

Key elements of building structure and design

The impact of physical building characteristics on facilities management

Key aspects of building services

Key elements of Property Management and leases

The role of space management and the workspace

Practical aspects of space planning

Re-location / Move Management

Key elements of Energy and Environmental Management

How to develop and implement maintenance management programmes

The principles of commissioning and managing contract services

How to approach tendering and letting contracts

How to deliver a customer centric FM service

How to measure customer requirements and satisfaction levels

The key Health & Safety responsibilities for FM‟s

Routes to Professional Development within FM

Duration This course is an intensive 3-day introduction to the FM profession and best practice in day-to-day operations.

Intended audience Designed for newly appointed staff and those with less than two to three years‟ operational experience looking to broaden their range of responsibilities

Dates and location Available on request

Costs £995

Accreditation You will receive a BIFM Training certificate of completion at the end of the course which contributes towards your record of CPD (continued professional development)

BIFM

The Professional Facilities Manager 1 Course Overview This course will help delegates understand the strategic impact of facilities management on organisations, and the business drivers that determine operational priorities. You will learn how to apply management techniques to add value to the facilities management operation and improve its performance in line with organisational objectives. It will encourage you to recognize and act on opportunities to improve overall business performance through more effective facilities planning and management

Learning Outcomes: By the end of this course you will be able to describe:

The wide scope, extent and diversity of the FM function

How Facilities Management relates to organisational objectives and business drivers

The impact that commercial priorities and culture have on the provision and resourcing of FM services

The key factors driving facilities requirements and how these influence the priorities for FM service levels and resourcing

The key functions of Facilities Management and how it responds to a variety of business models

How to identify and best deliver and manage support services and building services

Whether it is best to deliver services in-house or using outsourcing

Key aspects of financial management for facilities managers and understanding facilities costs in the wider business context

How to collect and interpret financial information and to explore the part played by FM in the business as a whole

How occupancy costs fit in to the context of the wider business

How to manage a relocation project, and the key principles of project management

Structuring project teams, understanding roles and responsibilities

How to identify key environmental and sustainability issues, legislative requirements and develop a mitigation plan

Appraisal tools for assessing your energy and environmental management status, and how to avoid energy waste

Risk assessment methods and business continuity planning

How to develop and implement disaster recovery strategies

The role of security, security threats, and measures to reduce weaknesses

Key aspects of fire safety management, statutory obligations and fire risk reduction

Why health and safety is important and how it can be managed.

Duration 3 days

Intended audience You will need a minimum of two or three years‟ management experience in the field, and are looking to develop an already sound understanding of day to day operations into a strategic view of facilities management


Costs £1,185 (this includes a discount of 20%)

Accreditation You will receive a BIFM Training certificate of completion at the end of the course which contributes towards your record of CPD (continued professional development)

BIFM

The Professional Facilities Manager 2 Course Overview To provide the managerial skills and knowledge that will improve the effectiveness of facilities managers, with particular focus on building successful relationships and commercial awareness


Techniques for Performance Improvement in FM

Key issues of Commercial Awareness

How to optimise and develop staff and skills

How to develop effective relationships with Suppliers & Specialists

The essentials of Relationship Management

Information & Knowledge Management using IT and Technology

How to improve Personal Effectiveness in FM

How critical Communication is to the role of FM

Duration 3 days

Intended audience You will require a minimum of two or three years‟ management experience in the field, who wish to focus on improving their performance through developing more effective relationships



Accreditation You will receive a BIFM Training certificate of completion which contributes towards your record of CPD (continued professional development)

BIFM

The Facilities Management Business School (Advanced) Course Overview The course explores the critical relationship between business and organisational objectives and facilities management operations. It provides both new ideas and the opportunity for managers to extend and refine their knowledge and skills. It highlights ways in which innovative practice can help policy maker‟s model new approaches and resourcing structures. It addresses the key issues affecting the successful implementation of change A key feature of this course is a group exercise conducted in syndicates culminating in a presentation to a „board of directors‟ on the final afternoon. The purpose of the exercise is to reinforce knowledge from the presentations, and encourage delegates to articulate the importance and value that effective Facilities Management can deliver to organisations


Where FM sits within the context of organisational and business infrastructure

How to identify the FM strategy that will best satisfy your organisation

How FM is viewed by senior management and by Boards of Directors

How to relate your service to corporate strategy

New ways of working and the workplace of the future

The workplace in the light of changing organisational and commercial requirements

New design features and new ways of working

What kinds of buildings and support infrastructure we need in the future

What leading-edge occupiers are doing and predicting

How to ensure there is adequate property available to support the business needs of the organisation

How facilities managers can promote Corporate Responsibility within their organisation

How to measure and improve performance in Corporate Responsibility

The business case for investment in Corporate Responsibility FM, Contracting, PFI and property – the current and potential future directions

How people respond to new working practices, and how they are affected by change

How to maintain morale and commitment during change

What we mean by cultural change, and how it can be achieved Planning & leading change including an 8 stage model

Duration 3 days

Intended audience A case study driven course aimed at FMs with over 3 years‟ managerial experience



Accreditation You will receive a BIFM Training certificate of completion which contributes towards your record of CPD (continued professional development)

Please contact us if you have any other questions or requirements: Email: [email protected] Tel: 0117 322 1486

Please contact us if you have any other questions

or requirements

: [email protected]

: 0117 322 1486

: MiNet / People / Training / FM Training



Documents

MFM Training Prospectus 2012 v10