CATALOGUE OF TRAINING COURSES - axis.eu · PDF fileMoney Market Instruments ..... 16...

CATALOGUE OF

TRAINING COURSES

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FINANCIAL SERVICES TRAINING ........................................................................................................................ 4

GENERAL FINANCIAL SERVICES .................................................................................................................................... 5

Cash Processing and Management ................................................................................................................. 6

Finance for Non-Financial Managers .............................................................................................................. 7

International Financial Markets ...................................................................................................................... 8

Life Insurance and Pension Products ............................................................................................................... 9

SECURITIES ........................................................................................................................................................... 10

Asset-Backed Securities and Structured Finance Products ............................................................................ 11

Corporate Actions .......................................................................................................................................... 12

Custody and Custodian Banks ....................................................................................................................... 13

Debt Instruments (Bonds) ............................................................................................................................. 14

Equities (Shares) ............................................................................................................................................ 15

Money Market Instruments .......................................................................................................................... 16

Securities Clearing and Settlement ............................................................................................................... 17

Securities Financing ....................................................................................................................................... 18

INVESTMENT FUNDS ............................................................................................................................................... 19

Exchange-Traded Funds ................................................................................................................................ 20

Fees and Commissions .................................................................................................................................. 21

Fund Accounting ............................................................................................................................................ 22

Hedge Funds .................................................................................................................................................. 23

Introduction to Investment Funds ................................................................................................................. 24

Private Equity Funds ...................................................................................................................................... 25

Transfer Agency (Shareholder Services) ........................................................................................................ 26

DERIVATIVES ......................................................................................................................................................... 27

Futures and Forward Contracts ..................................................................................................................... 28

Introduction to Derivatives ............................................................................................................................ 29

Options .......................................................................................................................................................... 30

Swaps ............................................................................................................................................................ 31

COMPLIANCE AND RISK MANAGEMENT ...................................................................................................................... 32

Introduction to Risk Management ................................................................................................................ 33

Operational Risk Management ..................................................................................................................... 34

Prevention of Money Laundering and Terrorist financing............................................................................. 35

MANAGEMENT TRAINING .............................................................................................................................. 36

MANAGING BUSINESS ............................................................................................................................................. 37

Behavioural Interviewing .............................................................................................................................. 38

Creative Thinking & Problem Solving ............................................................................................................ 39

Delegation and Empowerment ..................................................................................................................... 40

Managing Customer Relationships ............................................................................................................... 41

Project Management .................................................................................................................................... 42

Stress Management in Teams ....................................................................................................................... 43

Team Leadership ........................................................................................................................................... 44

Telephone-Based Customer Service .............................................................................................................. 45

Time Management and Planning .................................................................................................................. 46

Train the Trainer............................................................................................................................................ 47

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MANAGING COMMUNICATION ................................................................................................................................. 48

Assertiveness and Personal Effectiveness ..................................................................................................... 49

Coaching and Feedback ................................................................................................................................ 50

Conflict and Communication ......................................................................................................................... 51

High-Performance Appraisals ....................................................................................................................... 52

Intercultural Communication ........................................................................................................................ 53

Presentation Skills ......................................................................................................................................... 54

Written Communication ................................................................................................................................ 55

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FINANCIAL SERVICES TRAINING

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GENERAL FINANCIAL SERVICES

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CASH PROCESSING AND MANAGEMENT

DESCRIPTION

With increasing transaction volumes and complexity, managing cash has become a major challenge. It

is essential for financial service providers to manage money effectively, because in cash management

more than anywhere else "time is money". This course provides participants with a good understanding

of cash processing and cash management.

COURSE CONTENT

• Fundamental concepts of cash processing and cash management

• Time value of money and interest

• The Eurocurrency market

• Benchmark interest rates

• Characteristics and functions of cash correspondents

• Foreign exchange markets

• Payment systems and other cash-oriented systems

• Role of central banks in cash processing

• Payment processing

• Use of derivatives in cash management

• Risks and issues surrounding cash management and payments

DURATION

1 day for up to 12 participants

TARGET AUDIENCE

Anyone who needs to understand cash processing and cash management.

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FINANCE FOR NON-FINANCIAL MANAGERS

DESCRIPTION

Because of an increased focus on cost management and the widespread availability of computers

throughout companies, corporate finance is no longer restricted to the accounting department.

Managers of practically every department must compile budgets, write business cases and perform cost

accounting. This course provides department managers and their support staff with the knowledge they

need to understand finance and to perform the department-level accounting tasks that are often required

of them.

COURSE CONTENT

• Basic concepts of finance and accounting

• Financial accounting vs. management accounting

• Balance sheets and income statements

• Depreciation and amortisation

• Capital budgeting

• Budgets and the budgeting process

• Business cases and the financial evaluation of projects

• Financial aspects of operations

• Return on investment

• Costing and the different types of costs

DURATION


TARGET AUDIENCE

People who are not financial specialists, but who nonetheless want to understand finance and

accounting.

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INTERNATIONAL FINANCIAL MARKETS

DESCRIPTION

The financial markets of the world are vast and extremely complex. Yet each market has its unique

characteristics, often making it difficult to understand. This course provides participants with a good

understanding of different financial markets in terms of market characteristics, financial instruments,

market activities and players.

COURSE CONTENT

• Characteristics of financial markets

• Differences between markets: Cross-border vs. domestic markets; primary vs. secondary

markets; exchanges vs. over-the-counter markets

• Characteristics of different financial instruments: Debt instruments, equities, entitlements,

investment funds and derivatives

• The different activities in financial markets: Trading, matching, clearing, settlement and custody;

managing derivatives; dealing with investment funds

• Players in financial markets

• Standards and technology used in financial markets

• Managing risk in international financial markets

• Trends that will shape financial markets in the future

DURATION

2 days (a three-day version is also available) for up to 12 participants

TARGET AUDIENCE

Financial service professionals who want to understand financial markets, how they operate and the

financial instruments processed in them.

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LIFE INSURANCE AND PENSION PRODUCTS

DESCRIPTION

As the money available for public pensions decreases, private investors are attempting to protect their

futures by investing in life insurance and retirement plans. This trend has been a boon for insurance

companies, which have been innovative in developing new products that address the needs of investors.

But the wide range of "life" and pension products offered today is often difficult for investors and financial

service professionals to understand. This course describes the details of the life insurance and pension

products that are common in today's markets.

COURSE CONTENT

• The "Pension Time Bomb" and the "Three Pillars" for pensions

• Development of the international life insurance and pension industry

• Types of life insurance and pension products

• The work of actuaries

• Structure and parties of a life insurance policy

• Lifecycle of a life insurance policy

• Investment management for life insurance and pensions

• Bancassurance and Privatbancassurance

• Investment risk and compliance

• Regulatory and fiscal issues impacting life insurance and pension products in Europe

• Trends impacting the future of life insurance and pension products

DURATION


TARGET AUDIENCE

People working in the insurance sector; anyone working in financial services who needs to understand

life insurance and pensions.

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SECURITIES

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ASSET-BACKED SECURITIES AND STRUCTURED FINANCE PRODUCTS

DESCRIPTION

Following the Financial Crisis of 2008, asset securitisation and structured finance have become more

visible and controversial than ever before. The role of mortgage-backed securities and structured

financial products (e.g., collateralised debt obligations) in the Financial Crisis has awakened

considerable interest in these instruments, which are flexible, but potentially high risk. This course

provides participants with a good understanding of asset securitisation and structured finance products

in their diverse forms.

COURSE CONTENT

• Development of asset securitisation and structured finance products

• How asset-backed/mortgage-backed securities are created

• Operational characteristics of asset-backed/mortgage-backed securities

• International market for asset-backed securities and structured finance instruments

• Characteristics of structured finance instruments

• Use of derivatives in structured finance products

• Collateralised debt obligations

• Operations for structured finance products

• Legal and risk issues surrounding asset securitisation and structured finance

DURATION


TARGET AUDIENCE

Financial service professionals with more than 2 years experience who want to understand asset-

backed securities and structured finance products.

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CORPORATE ACTIONS

DESCRIPTION

The importance and complexity of corporate actions are often underestimated. If corporate actions are

not performed correctly, they can result in significant losses. This course examines various aspects of

corporate actions with the objective of providing participants with a good understanding of corporate

actions and how they are processed.

COURSE CONTENT

• What are corporate actions?

• Types of corporate actions

• Different players involved in processing corporate actions

• Standards for corporate actions

• Corporate actions for equities (among others):

o Annual and extraordinary general meetings of shareholders (AGM & EGM)

o Proxy voting

o Dividends

o Splits and reverse splits

o Exchanges

o Mergers, acquisitions, spin-offs

o Capital increases

o Liquidations

• "Corporate actions" for debt instruments:

o Coupon payments

o Conversions

o Drawings

o Redemptions

• Taxation of corporate actions

• Risks associated with corporate actions

DURATION


TARGET AUDIENCE

Financial service professionals who want to understand corporate actions.

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CUSTODY AND CUSTODIAN BANKS

DESCRIPTION

In light of recent market developments, the area of custody has become more important and more visible

than ever before. The increased focus on custody is likely to result in major changes to regulations and,

subsequently, market practice. By focusing on custody operations for securities and investment funds,

this course provides participants with an in-depth understanding of custody from both an operational

and a regulatory perspective.

COURSE CONTENT

• Principal activities belonging to the area of custody

• Different players in the area of custody (e.g., global custodians, sub-custodians, depositories,

paying agents)

• Responsibilities of custodians

• Safekeeping of assets

• Corporate actions and their characteristics

• How corporate actions are calculated, processed and paid

• Corporate actions in the investment fund market

• Custody operations in central securities depositories

• Standards and market conventions in the custody area

• Changing regulatory requirements for custodians

• Risks related to custody

• Trends that will impact the future of custody

DURATION

2 days for up to 12 participants (a 1-day version is also available)

TARGET AUDIENCE

Financial service professionals who want to understand the area of custody and the associated

operations.

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DEBT INSTRUMENTS (BONDS)

DESCRIPTION

Both the primary and secondary markets for debt instruments are extremely important components of

financial markets. This course is designed to give participants a good understanding of debt instruments,

their characteristics and the markets in which they are issued, traded and settled.

COURSE CONTENT

• Characteristics of debt instruments

• Types of debt instruments

• Markets for debt instruments: primary vs. secondary; international vs. domestic

• Issuing debt instruments and primary market operations

• Approaches to interest payments

• Calculating interest payments on debt instruments

• Yield curves

• Secondary market practice

• Pricing debt instruments

• Trading and settling debt instruments

• New types of debt instruments

• Risks associated with debt instruments

DURATION


TARGET AUDIENCE

Financial service professionals who want to gain a good understanding of debt instruments and the

markets in which they are traded.

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EQUITIES (SHARES)

DESCRIPTION

Equities markets are among the most important financial markets in the world. Because of their fast

pace and high volatility, equities markets are both complex and highly automated. This course provides

participants with a good understanding of equities, their characteristics and the markets in which they

are issued and traded.

COURSE CONTENT

• Characteristics of equities

• Types of equities

• Markets for equities: primary vs. secondary; international vs. domestic

• Primary market operations – Initial public offerings (IPOs); capital increases

• Secondary market practice: Trading equities

• Pricing equities

• Equity indices

• Settlement and custody for equities

• Corporate actions and their impact on equities

• Depository receipts

• Equities and risk

DURATION


TARGET AUDIENCE

Financial service professionals who want to gain a good understanding of equities and equity markets.

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MONEY MARKET INSTRUMENTS

DESCRIPTION

Money market instruments are issued and traded in a short-term, fast-moving market, which plays an

important role in international financing. Because money market instruments are used primarily by

professional investors, their characteristics and their market procedures are not very well known. This

course describes various money market instruments and the ways in which they are issued, traded and

settled.

COURSE CONTENT

• Types and characteristics of money market instruments

• Size and segmentation of money markets

• Key players in money markets

• Primary market and secondary market operations

• Discounted vs. interest-paying money market instruments

• Characteristics and market practice for commercial paper, certificates of deposit and treasury

bills

• Other types of money market instruments

• Calculating interest on money market instruments

• Money market instruments and risk

DURATION


TARGET AUDIENCE

Financial service professionals who want to gain a good understanding of money market instruments.

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SECURITIES CLEARING AND SETTLEMENT

DESCRIPTION

Securities clearing and settlement is an area that is changing constantly. It is essential for financial

service providers to keep up with changes in this area, since an error or a failure in settlement can have

significant consequences. This course provides participants with a solid understanding of what happens

to securities "after the trade is made”.

COURSE CONTENT

• Classification of securities according to the ISO standard 10962

• Life cycle of a securities transaction

• Differences between clearing and settlement

• Net vs. gross clearing

• Clearing and central counterparties

• Approaches to settlement

• TARGET 2 Securities

• Settlement criteria

• Impact of instrument characteristics on settlement

• Characteristics of central securities depositories, both domestic and international

• Differences in market practice in diverse markets

• Standardisation of clearing and settlement

• Straight-through processing

• Principal risk and regulatory issues affecting clearing and settlement

DURATION


TARGET AUDIENCE

Financial service professionals who want to gain a good understanding of securities clearing and

settlement.

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SECURITIES FINANCING

DESCRIPTION

Securities financing has become an integral part of securities markets. Without it, market liquidity and

settlement efficiency would be greatly reduced. This course provides participants with a good

understanding of securities financing, its characteristics and procedures.

COURSE CONTENT

• Market for securities financing

• Players in securities lending and their roles

• Uses of securities borrowing in short sales, settlement failures and speculation

• Market procedures for lending and borrowing securities

• Collateral for securities lending and borrowing

• Variations on securities lending and borrowing

• Repurchase agreements ("repos")

• Variations on repos

• Sell/buy-back agreements

• Securities lending and repos in central securities depositories

• Legal documentation for securities financing

• Regulatory, tax and risk issues impacting securities financing

• Scandals in securities financing

DURATION


TARGET AUDIENCE

Financial service professionals with more than 2 years experience who want to understand securities

financing.

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INVESTMENT FUNDS

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EXCHANGE-TRADED FUNDS

DESCRIPTION

The market for exchange-traded funds (ETFs) has grown rapidly. The unique characteristics of ETFs

make them an interesting alternative to traditional funds and equities. This course is designed to provide

participants with a good understanding of ETFs and the markets in which they are traded.

COURSE CONTENT

• Characteristics of ETFs

• Markets and the key players for ETFs

• Exchanges offering ETFs

• Creating and issuing procedures for ETFs

• Pricing ETFs

• Trading procedures

• Settlement and custody of ETFs

• Risks related to ETFs

• Future trends

DURATION


TARGET AUDIENCE

Financial service professionals with at least 1 year experience in the fund industry who want to

understand exchange-traded funds.

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FEES AND COMMISSIONS

DESCRIPTION

Fees and commissions are extremely important in the fund industry. Yet the variety of both fees and

commissions is practically unlimited. For this reason, understanding and calculating fees and

commissions represent a major challenge for most fund administrators. This course describes a wide

variety of fees and commissions and the ways they are calculated, as a means of helping fund

administrators improve their daily operations. The course is practical and includes numerous exercises.

COURSE CONTENT

• Purpose and use of fees and commissions in the fund industry

• Front-end loads (subscription fees), back-end loads (redemption fees) and “no loads”

• Contingent deferred sales charges (CDSCs)

• Bid/ask pricing

• Performance fees, hurdle rates and high watermarks

• Methods of equalisation

• Other types of fees

• Types of commissions

• Calculating trailer fees

• Issues related to fees and commissions

DURATION


TARGET AUDIENCE


understand fees and commissions

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FUND ACCOUNTING

DESCRIPTION

Fund accounting is an essential activity in the fund industry, since it is the process through which the

net asset value (NAV) of a fund is calculated. But fund accounting can be very complex, depending on

the type of fund and how it approaches fund accounting. This course describes the fundamental

concepts and methods of fund accounting and provides participants with the knowledge and skills that

are needed to become a fund accountant. The course is very practical and includes numerous exercises.

COURSE CONTENT

• Fund accounting vs. corporate accounting

• Basic principles of fund accounting

• How to calculate a NAV

• Assets and liabilities in a fund; expenses and revenues

• Accounting for capital transactions: Subscriptions, redemptions

• Accounting for portfolio transactions: Debt instruments, equities, derivatives

• Accounting for cash deposits

• Accounting for expenses and revenues: Interest, realised/unrealised gains and losses, fees,

other expenses and revenues

• Depreciation and amortisation

• Valuation of a fund portfolio

• Impact of corporate actions on the NAV

• Impact of accounting standards on fund accounting (e.g., GAAP, IAS and IFRS)

• Risk issues relating to fund accounting

DURATION

2 days for up to 12 participants

TARGET AUDIENCE

People working or planning to work in the fund industry who want to understand fund accounting

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HEDGE FUNDS

DESCRIPTION

Having overcome the high-risk image that had been attributed to them in the past, hedge funds are now

considered as a serious form of alternative investment. The popularity of hedge funds has given rise to

funds of hedge funds, which allow even small investors to invest (albeit indirectly) in hedge funds. Hedge

funds have also been the source of many innovations, which are applied in traditional funds. This course

provides participants with a comprehensive view of hedge funds, hedge fund administration and the

hedge fund market.

COURSE CONTENT

• History and development of the hedge fund market

• Unique characteristics of hedge funds

• Hedge funds vs. traditional “long only” funds

• Hedge fund strategies

• Players in hedge funds

• Regulation of hedge funds

• Short selling and leveraging in hedge funds

• Use of derivatives in hedge funds

• Performance fees and equalisation

• “Side pockets”

• Gating

• Risk management in hedge funds

• Funds of hedge funds

DURATION


TARGET AUDIENCE


understand hedge funds

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INTRODUCTION TO INVESTMENT FUNDS

DESCRIPTION

The investment fund market is one of the world's largest and fastest growing financial markets. Despite

the size and importance of investment fund markets, the intricacies of their operations are not well

known. This course provides a detailed introduction into investment funds by describing their diverse

characteristics, operating procedures, players and markets.

COURSE CONTENT

• Characteristics of investment funds

• Legal structures for funds

• Different types of investment funds

• Investment fund markets and how they operate

• International regulatory environment

• Players in investment fund markets

• Fund documentation

• Overview of domiciliary/trustee functions

• Overview of fund accounting

• Overview of transfer agency

• Overview of fund custody

• Legal and risk issues impacting investment funds

DURATION

2 days (also available in a 1-day version) for up to 12 participants

TARGET AUDIENCE

Financial service professionals who want to understand investment funds and fund markets

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PRIVATE EQUITY FUNDS

DESCRIPTION

Because private equity funds are not as correlated as funds that invest in listed securities, they enable

investors to diversify their investment portfolios. The characteristics of private equity funds can vary

significantly from one market to another, often making it difficult to understand them. This course

provides participants with a good understanding of private equity funds and their characteristics.

COURSE CONTENT

• Private equity and private equity investments

• Development of private equity funds

• The market for private equity funds

• Strategies of private equity funds

• Legal structures for private equity funds

• Creating a private equity fund

• Shareholder administration

• Alternative methods used for managing private equity funds

• Performance fees and equalisation for private equity funds

• Pricing of private equity funds

• Risks associated with private equity funds

DURATION


TARGET AUDIENCE


understand private equity funds

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TRANSFER AGENCY (SHAREHOLDER SERVICES)

DESCRIPTION

The transfer agency function is a vital component of the investment fund industry, because it is the

interface between a fund and its investors. It is also the official record-keeping function of shareholder

positions. This course describes the many facets of the transfer agency function in detail. The course is

practical and includes numerous exercises.

COURSE CONTENT

• The transfer agency function and its importance

• Activities belonging to the transfer agency function

• Services provided to fund managers

• Account opening and management ("Know your customer")

• Prevention of money laundering and terrorist financing in the transfer agency

• Fund distribution

• Order processing

• Types of fund orders

• Settling fund orders

• Fees and commissions

• Corporate actions for funds

• Shareholder communication and fulfillment

DURATION

2 days for up to 12 participants (a 1-day version is also available)

TARGET AUDIENCE

People working or planning to work in the fund industry who want to understand transfer agency

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DERIVATIVES

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FUTURES AND FORWARD CONTRACTS

DESCRIPTION

The futures market is one of the largest financial markets in the world. Yet it is a market that is not well

known, primarily because of its operational complexity. Forward contracts are similar to futures

contracts, but they are handled over the counter. This course provides participants with a detailed look

at futures and forward contracts, as well as various aspects of the markets for futures and forwards in

both Europe and the U.S. Exercises and case studies ensure the practical orientation of the course.

COURSE CONTENT

• Attributes of futures

• Futures vs. forward contracts

• History and development of futures

• Futures exchanges and how they function

• Futures and leverage

• Futures clearing and margining

• Market practice for forward contracts

• Pricing of futures and forwards

• Use of futures and forwards for hedging, arbitrage, financial engineering and speculation

• Case studies

• Risks associated with futures

DURATION


TARGET AUDIENCE

Financial service professionals with at least 1 year experience in financial services who want to

understand futures

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INTRODUCTION TO DERIVATIVES

DESCRIPTION

Although derivatives have a reputation of being high-risk financial instruments, they can be used

effectively for hedging, arbitrage, financial engineering and speculation. Derivative markets are mostly

limited to specialists, because of the complexity, large monetary value and high leverage of these

instruments. This course introduces participants to derivatives and their markets, both on exchanges

and over the counter.

COURSE CONTENT

• Characteristics and types of derivatives

• History and development of derivatives markets

• How derivatives markets operate

• Differences between exchange-listed and over-the-counter derivatives

• Hedging with derivatives

• Options: Characteristics, types, use and market practice

• Futures and forward contracts: Characteristics, types, use and market practice

• Swaps: Characteristics, types, use and market practice

• Risks associated with derivatives

DURATION


TARGET AUDIENCE

Anyone who wants to understand derivatives

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OPTIONS

DESCRIPTION

Because of their flexibility and leveraged nature, options are powerful instruments that can be used

effectively for hedging, arbitrage, financial engineering and speculation. This course provides

participants with a detailed look at options and various aspects of options markets in both Europe and

the U.S.

COURSE CONTENT

• Characteristics of options

• History and development of options

• Options markets

• Use of options for hedging, arbitrage, financial engineering and speculation

• Exchange-listed options

• Over-the-counter options

• Pricing of options

• Options strategies

• Variations on options

• Option sensitivity measures (”the Greeks”)

• Risks associated with options

DURATION


TARGET AUDIENCE


understand options

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SWAPS

DESCRIPTION

Swaps are extremely flexible and can be used for a wide variety of purposes. But because swaps are

by definition an over-the-counter instrument, they are complex and often difficult to understand. This

course provides participants with a good understanding of swaps, their characteristics, the different

types of swaps that exist and how swap markets operate.

COURSE CONTENT

• Characteristics of swaps

• Development and size of swap markets

• Different types of swaps

• Interest rate swaps: Characteristics, market practice and use

• Currency swaps: Characteristics, market practice and use

• Equity swaps: Characteristics, market practice and use

• Credit default swaps: Characteristics, market practice and use

• Non-generic swaps (e.g., catastrophe swaps, inflation swaps)

• Swaptions

• Market standards for swaps

• Risks associated with swaps

DURATION


TARGET AUDIENCE


understand swaps

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COMPLIANCE AND RISK

MANAGEMENT

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INTRODUCTION TO RISK MANAGEMENT

DESCRIPTION

With the increasing complexity of financial services and the large number of recent financial crises, risk

management has become more important than ever before. Today not only banks, but also fund

administrators employ risk managers to provide them with a dedicated focus on managing risk. This

course provides participants with a theoretical and practical foundation in risk management for financial

services.

COURSE CONTENT

• Risk management in financial services

• Credit risk

• Market risk

• Liquidity risk

• Operational risk

• Other secondary types of risk

• Quantitative and qualitative methods of risk management

• Value at risk (VaR)

• Risk events and their consequences

• National and international recommendations and legislation regarding risk management

• Role and responsibilities of a risk manager

DURATION


TARGET AUDIENCE

Financial service professionals who want an introduction to risk management

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OPERATIONAL RISK MANAGEMENT

DESCRIPTION

The importance of operational risk management can hardly be overstated. Cases of mismanaging

operational risk and the dire consequences from doing so have become all too famous. This course

provides participants with a solid understanding of operational risk and how to manage it.

COURSE CONTENT

• Definition of operational risk

• Identifying and managing operational risk

• Reducing operational risk

• Analysing processes relative to risk

• Quantitative and qualitative approaches to managing operational risk

• Evaluating and managing IT risk

• Managing people risk

• Key Risk Indicators

• Effective controls for operational risk

DURATION


TARGET AUDIENCE

Risk managers and other financial service professionals with at least 1 year experience in financial

services who want to understand operational risk

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PREVENTION OF MONEY LAUNDERING AND TERRORIST FINANCING

DESCRIPTION

Preventing money laundering and terrorist financing is a key responsibility of all professionals of the

financial sector. It is therefore essential that training in this activity be conducted regularly. This course

provides participants with the information and training that they require to combat money laundering and

terrorist financing effectively. The course can be provided as an introductory course or as an advanced

workshop for different markets.

COURSE CONTENT

• Differences between money laundering and terrorist financing

• Typical transaction cycles of money laundering

• Recommendations of the Financial Action Task Force (FATF or GAFI)

• Legal and regulatory framework for the prevention of money laundering and terrorist financing

• Primary offences

• The requirement to “know your customer”

• Obligations of professionals of the financial sector to prevent money laundering and terrorist

financing

• Identifying and managing suspicious transactions

• Recent developments in the fight against money laundering and terrorist financing

DURATION

A half-day for up to 12 participants; different versions of the course exist (e.g., for investment funds, for

private banking, for life insurance, for credit card companies, for retail banking, for securities back-office

operations)

TARGET AUDIENCE

All professionals of the financial sector and anyone outside the financial sector who are involved in

preventing money laundering and terrorist financing

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MANAGEMENT TRAINING

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MANAGING BUSINESS

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BEHAVIOURAL INTERVIEWING

COURSE DESCRIPTION

For most managers, recruitment interviewing is a relatively infrequent process with mixed results.

Behavioural interviewing is designed to improve the accuracy of the interviewing process by allowing

interviewees to reveal honest information about their behaviour and approach. These are sometimes

referred to as competencies and are defined as general behaviours associated with achieving

successful results.

This course focuses on training supervisors, team leaders and managers to get the most out of

recruitment interviews. The result of an effective behavioural interview should be a clear indication of

whether the candidate has the ability to do the job well or whether he has just the ‘threshold’ knowledge

and skills required to do the job at all.

LEARNING OBJECTIVES

BY THE END OF THE COURSE, PARTICIPANTS WILL BE ABLE TO:

• Transform a job specification into a detailed person specification that focuses on behavioural

competencies

• Assess the range of selection methods that may back up the interview process

• Plan interview format and structure

• Create an open and non-threatening interview environment in which the exchange of

information is honest and complete

• Ask non-leading, focused questions that elicit detailed, honest and relevant information

• Listen actively and probe for relevant additional information

• Evaluate the information generated to make more reliable recruitment decisions

TARGET AUDIENCE

Managers, supervisors and team leaders

DURATION


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CREATIVE THINKING & PROBLEM SOLVING

COURSE DESCRIPTION

With increasing standardisation through technology, the business world is sorely in need of creativity

and new ideas. The pressures of work, however, make it very difficult for us to break out of our everyday

routines and "think outside the box". The objective of this course is to provide participants with the tools

and methods they need to develop creative thinking techniques, which they can apply in diverse

situations.

The course shows how to solve problems and meet challenges through creativity, instead of just using

traditional methods. By the end of the course, participants will recognise their lateral and logical abilities

and gain self-confidence to deal with day-to-day issues, problems and challenges.

LEARNING OBJECTIVES


• Understand creativity and how it is developed

• Judge the importance of creative thinking in a business environment

• Apply a range of thinking tools to generate creative ideas and develop solutions

• Acquire the confidence and skills to develop fresh solutions within their companies

• Identify ways of using creative thinking in their work

TARGET AUDIENCE

Everyone

DURATION


40

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DELEGATION AND EMPOWERMENT

COURSE DESCRIPTION

Despite significant improvements in productivity brought by technology, managers today typically

complain about having too much work. This situation is often attributable to their inability or reluctance

to delegate work to their staff and empower them. But delegation is not just “getting rid of work”. If

performed properly, it is a powerful tool that not only ensures work is accomplished, it also motivates

delegates through development and trust. Delegation may be a simple process, but it can produce

spectacular results.

This course helps managers and supervisors develop and practice a method for delegating that is both

effective and motivational. The course emphasises the motivational aspects of delegation and

empowerment, while explaining how to improve the effectiveness of a team.

LEARNING OBJECTIVES


• Understand the differences and similarities between delegation and empowerment

• Identify appropriate tasks to delegate

• Select the right delegate

• Judge when and how to delegate

• Delegate effectively by following a seven-step method of delegation

• Understand and overcome the obstacles to effective delegation

• Deal with the risks involved in delegation

• Empower their team members and manage that empowerment

• Impact of culture on delegation

TARGET AUDIENCE:


DURATION


41

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MANAGING CUSTOMER RELATIONSHIPS

COURSE DESCRIPTION

Customer service has become more important than ever before, giving new meaning to the old adage

"the customer is king". Good customer service, however, is more than just "bowing before the king". It

means understanding the customer's requirements, managing the customer's expectations and meeting

or even exceeding those expectations. Good customer service requires a wide range of expertise that

encompasses communication and language skills, technical knowledge and particularly a desire to meet

the customer's expectations.

The objective of this course is to help participants improve their skills in communicating directly with

customers and effectively managing customer relationships to provide excellent service. A full range of

situations is covered from initial contact through to handling awkward customers and complaints.

Consideration is also given to cultural issues and the handling of relationships with customers of different

nationalities.

LEARNING OBJECTIVES

BY THE END OF THE COURSE PARTICIPANTS WILL BE ABLE TO:

• Evaluate the "moments of truth" in service delivery

• Listen to customers and communicate with them effectively

• Manage customer expectations

• Retain existing customers

• Handle difficult customers and complaints

• Use customer relationship management (CRM) to get the most out of relationships with

customers

• Perform service recovery to retain unhappy customers

• Identify opportunities for relationship development

• Understand how culture impacts customer service

TARGET AUDIENCE

Anyone involved in managing customers

DURATION


42

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PROJECT MANAGEMENT

COURSE DESCRIPTION

Professional project management is a management technique that must be studied and applied, if a

high probability of success is to be achieved in the complex business world. Professional projects

normally involve numerous people at different levels and across many disciplines - senior management,

sponsors, contractors, functional groups, IT - most often in a virtual environment, in which the project

manager does not have hierarchical control of the team members. There are many pressures and

pitfalls, which must be managed and balanced to achieve a successful project. Whatever the nature of

the project, a successful project manager needs to understand the structure and stages of a project and

have excellent people management skills.

The objective of this course is to enable participants to understand the nature of projects and the factors

that are critical to their success. It will also provide the structure, tools and skills needed to understand

and implement the best practice for project management.

LEARNING OBJECTIVES

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

• Understand the responsibilities and functions of project managers

• Apply and manage the project life cycle

• Evaluate a project in terms of objectives, scope, resources, time and quality

• Identify project risks and the tactics for dealing with them

• Manage change in projects

• Deal with communication issues in projects

• Judge the importance of documentation in a project

• Plan work effectively and efficiently

• Develop a systematic approach to problem solving within projects

• Draw up an action plan for on-going project management development

TARGET AUDIENCE

Current and future project managers

DURATION

1 day (a two-day version is also available) for up to 12 participants

43

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STRESS MANAGEMENT IN TEAMS

COURSE DESCRIPTION

The business environment is more competitive than ever before. As a result, the demands on teams are

more challenging. While pressure promotes performance, it can also lead to an imbalance between

what people think they can do and what their managers expect them to do. When this happens, people

suffer from stress, which can negatively impact both their performance and their health.

It is vital that organisations help their managers become more aware of the harmful effects that stress

can cause in their teams. They must be able to identify the causes of stress and to work with both their

teams and the individuals in them to manage and reduce stress. This course teaches managers how to

manage and reduce stress in their teams. The course uses role plays and exercises to allow participants

to practice the skills acquired.

LEARNING OBJECTIVES

By the end of the course participants will be able to:

• Define stress and its effects on both people and organisations

• Evaluate their own personalities and understand how they themselves influence their own stress

levels and the levels of stress in their teams

• Recognise the symptoms of stress in individuals and teams

• Identify the causes of stress

• Evaluate the effectiveness of different strategies for reducing the causes of stress and coping

with stress in a team environment

TARGET AUDIENCE


DURATION


44

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TEAM LEADERSHIP

COURSE DESCRIPTION

The ever-increasing complexity of modern business and technology challenges the effectiveness of

teams. To deal with this situation, a team must have a strong leader. While some people are born

leaders, most need to develop the skills required to create a vision, communicate it to others and

motivate a team. This is particularly important during periods of rapid change or growth, in which a team

relies on the support and direction given by its leader.

The objective of this course is to improve the leadership skills of people, who do not have a lot of

management experience or who may be good managers, but need to improve as leaders. The course

makes use of up-to-date research on leadership, role-plays and exercises to help participants

understand how they can become better leaders.

LEARNING OBJECTIVES

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

• Understand the need for leadership and management skills in any supervisory role

• Recognise the specific qualities of leadership and the needs of a team

• Identify the impact of leadership on the task, the team and the individual

• Understand the importance of emotion and emotional intelligence in leadership

• Set and communicate goals

• Understand the importance of delegation and coaching in leadership

• Motivate, build and lead a team

• Manage conflict and dissent in a team

TARGET AUDIENCE


DURATION


45

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TELEPHONE-BASED CUSTOMER SERVICE

COURSE DESCRIPTION

For companies that have customers in various countries, the telephone is an essential component of

their operations. Providing good customer service over the telephone, however, is difficult, because the

customer may be thousands of kilometres away in a different time zone with a completely different way

of seeing the world. Customer service representatives, therefore, must be sensitive to the myriad of

factors that will determine, whether the customer is happy with their service or not.

The objective of this course is to help participants improve their skills in communicating directly with

customers over the telephone. The course focuses on the key skills involved in communicating

effectively with customers. A full range of situations is covered from initial contact through to handling

awkward customers and complaints. Consideration is also given to cultural issues and the handling of

relationships with different nationalities. The course is highly interactive and involves numerous

exercises and role plays.

LEARNING OBJECTIVES


• Judge the importance of customer service to business success

• Make more effective use of the telephone

• Understand how customers perceive service

• Bring personality and individuality to customer service

• Handle complaints and difficult customers effectively

• Improve their listening and communication skills

• Recover from difficult situations

• Understand the impact of cultural differences on customer service

TARGET AUDIENCE

Anyone who deals with customers over the telephone

DURATION

1 day for up to 12 delegates

46

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TIME MANAGEMENT AND PLANNING

COURSE DESCRIPTION

Despite numerous improvements achieved through technology, most people still have difficulty

managing their time effectively. Too often people are distracted by urgent issues at the expense of

achieving important goals. Time management is an essential skill that not only addresses this problem

and improves productivity, but also reduces stress.

This course is designed to help participants focus on achieving their key goals within the time available

to them. The course enables people to assess their own approach to time management and to develop

a series of skills for prioritising and planning work. The outcomes include both specific behavioural

improvements and a detailed action plan relating to business performance improvement in the

participant's own workplace.

LEARNING OBJECTIVES


• Set meaningful goals and SMART objectives

• Prioritise tasks on the basis of urgency and importance in relation to job goals

• Use diverse methods and tools to manage their time effectively (e.g., action lists, automated

calendars, E-mail)

• Improve their time management in relationships with others

• Plan specific performance improvements related to their own roles

• Manage their own schedules more effectively

TARGET AUDIENCE

All staff

DURATION


47

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TRAIN THE TRAINER

COURSE DESCRIPTION

Training skills are vital throughout any organisation to provide a flexible approach to skills and

knowledge development. It is essential, therefore, that companies complement the courses of external

trainers with their own in-house trainers, who are available on an everyday basis.

This course provides the essential skills for anyone who provides training as part of their job. It teaches

trainers to assess the needs of their audiences, develop a training approach, construct exercises, deliver

and evaluate training courses.

LEARNING OBJECTIVES


• Understand the role of training and how it fits with other development activities

• Develop training activities using a three-phase model of preparation, execution and evaluation

• Define overall knowledge, skill and attitude-based learning objectives and the pre-evaluation

measures required to assess success

• Define behavioural outcomes including the standards, according to which they have to be

achieved

• Deliver input using an approach that ensures success

• Develop interesting exercises and activities to reinforce learning

• Give feedback and coach effectively

• Evaluate the success of the training using a number of methods, from tests and role plays to

post course workplace evaluation

TARGET AUDIENCE

All staff who need to develop and deliver training

DURATION

1 or 2 days for up to 8 participants

48

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MANAGING COMMUNICATION

49

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ASSERTIVENESS AND PERSONAL EFFECTIVENESS

COURSE DESCRIPTION

Assertiveness is different from aggression. It is saying what you think and what you want without

violating the rights of the people around you. Although assertiveness is essential in business, many

people find it difficult to be assertive.

The objective of this course is to help participants become more confident, assertive and personally

effective. The course looks at different aspects of effectiveness and assertiveness, including different

approaches that are attributable to cultural and linguistic diversity. Exercises and role plays ensure the

practical orientation of the course.

LEARNING OBJECTIVES


• Define assertive and effective behaviour, while recognising their own aggressive and passive

behaviours

• Understand the impact of cultural and linguistic diversity on assertiveness

• Use three main assertiveness tools (basic, empathetic and negative feelings)

• Understand the importance of a range of communication tools and how to apply them

• Set goals and action plans for improving key relationships in the workplace

TARGET AUDIENCE

All staff

DURATION


50

www.axis.eu

COACHING AND FEEDBACK

COURSE DESCRIPTION

Coaching is a misunderstood management competency. Too often confused with on-the-job training, it

is about working closely with individuals to help them develop and improve their performance. Coaching

is a fundamental management skill that helps staff improve, develop, learn new skills and achieve goals.

It is an essential part of the long-term development and motivation of staff.

Delivering feedback is also a key challenge for many managers, who often find it difficult to give feedback

in a way that motivates and coaches improved performance. Sometimes we are anxious to avoid

demotivating or antagonising our team and do not act assertively enough. On other occasions,

performance weaknesses may drive us to adopt an overly forceful style that damages confidence and

working relationships.

This course is designed to help managers address and coach those performance issues that are

preventing staff from realising their potential. The course focuses on how to identify the performance or

behavioural issues involved and address them in a useful and well-judged way.

LEARNING OBJECTIVES


• Identify and classify areas for performance development (knowledge, skills and behaviour)

• Define a range of responses to performance issues and select the most appropriate approach

to take

• Use appropriate interpersonal communication skills (active listening, coaching, questioning

techniques)

• Give negative feedback using a range of tools that avoid defensiveness

• Deal with common obstacles to effective coaching and feedback

• Motivate and coach future performance by focusing on goals and the actions needed to achieve

them

• Incorporate coaching into their normal management style

TARGET AUDIENCE


DURATION


51

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CONFLICT AND COMMUNICATION

COURSE DESCRIPTION

Conflict is an inevitable and necessary part of communication. It arises when communication partners

assert differing positions, but must agree on only one result. Although at times painful, conflict can be

productive, if it achieves a positive solution. The challenge in managing conflict, therefore, is how to

ensure that it achieves positive results.

The focus of this course is on managing conflict and, at the same time, improving communication among

colleagues. In the course, participants will improve their understanding of communication skills,

assertiveness, the causes of conflict and the ways in which they resolve conflict.

LEARNING OBJECTIVES


• Communicate more effectively

• Recognise the causes and potential results of conflict

• Judge the impact of conflict on communication and vice versa

• Be assertive in managing conflicts

• Understand the impact of culture and language on communication and conflict

• Manage the emotional dimension of conflict resolution

• Apply different strategies for achieving positive results through conflict resolution

TARGET AUDIENCE

Anyone who needs to manage conflict situations

DURATION


52

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HIGH-PERFORMANCE APPRAISALS

COURSE DESCRIPTION

The appraisal process is a key feature of staff development and performance management. As a

management task, however, it is frequently treated as a burdensome chore. Without appraisals, staff

find it difficult to judge their progress and development.

This course is designed to help managers recognise the importance of preparing, carrying out and

following up on appraisals. The course explains how to conduct effective appraisals that not only give

feedback, but motivate as well.

LEARNING OBJECTIVES


• Gather appraisal performance data and analyse it effectively

• Plan the interview process and make effective use of questioning and listening skills

• Use coaching models to help staff identify their own areas of strength and weakness and

develop strategies for development

• Help their staff identify goals and turn them into SMART objectives with clear action plans

• Deal effectively with poor performers

• Establish how to follow up the appraisal to ensure that it provides a blueprint for development

TARGET AUDIENCE


DURATION


53

www.axis.eu

INTERCULTURAL COMMUNICATION

COURSE DESCRIPTION

In today's "globalised" world, contact between diverse cultures is an everyday occurrence. While cultural

diversity and intercultural communication should be seen as means of widening our perspectives and

enriching our own culture, they are often a source of conflict, the roots of which usually lie in a failure to

understand and appreciate cultural differences.

The purpose of this course is to help participants deal with and appreciate cultural diversity and the

ways in which it impacts our everyday lives in the workplace. The course looks at both verbal and non-

verbal communication, focusing on confrontations between colleagues and with customers in work-

related situations.

The course effectively brings together scientific research with practical, everyday business experience

and concrete examples to illustrate how organisations can benefit from cultural diversity and intercultural

communication. It is always adapted to the cultural situation of the participants. Exercises, role plays

and games are used extensively in the course.

LEARNING OBJECTIVES

By the end of the course, participants will have a good understanding of:

• What is culture and how it impacts an organisation

• The link between cultural differences and behaviour

• The importance of non-verbal communication in multicultural environments

• How to evaluate and deal with cultural differences

• The importance of language in intercultural communication

• How cultural differences are manifested in an organisation

• How to deal with conflict in an intercultural environment

• The benefits of cultural diversity to organisations and individuals

TARGET AUDIENCE

Anyone who works in a multicultural environment

DURATION

1 day for a maximum of 12 participants

54

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PRESENTATION SKILLS

COURSE DESCRIPTION

Many of the most important opportunities in business life require the ability to give effective, persuasive

presentations. Even for the most naturally gifted speakers, the techniques involved in structuring and

delivering a winning presentation are challenging. This course is designed to help participants become

competent speakers, so that they can achieve their business goals and personal objectives.

The first day of the course focuses on the skills required to produce great presentations. The second

day provides participants with the opportunity to practice their skills and assess their performance using

videotaping.

LEARNING OBJECTIVES


• Develop realistic communication objectives

• Profile an audience and assess the best way to interface with them

• Structure a concise, interesting and persuasive presentation

• Design and use visual aids

• Use body language effectively in their presentations

• Use their voices effectively to give colour, meaning and presence to their presentations

• Handle questions effectively

TARGET AUDIENCE

Anyone who needs to prepare and deliver effective presentations

DURATION


55

www.axis.eu

WRITTEN COMMUNICATION

COURSE DESCRIPTION

In the "Age of Information", written communication is more important than it has ever been before. But

the many communication possibilities offered by information technology do not replace the need to write

clearly and correctly. Particularly in a business environment, effective written communication is essential

both internally with colleagues and externally with customers.

The objective of this course is to show participants how to produce clear and well-structured documents

that communicate effectively. The course covers both the rules of good writing and the appropriate use

of different document types, such as E-mail, letters, memoranda and reports. While the course is aimed

primarily at written communication in the English language, it can also be adapted to other European

languages, such as French, German and Spanish.

LEARNING OBJECTIVES


• Judge which is the appropriate document type to use for the intended purpose

• Write in a positive, clear and persuasive way

• Construct sentences and paragraphs that communicate effectively

• Structure documents that are interesting and retain the reader's attention

• Recognise and avoid the causes of poor communication

• Use E-mail and other document forms effectively

TARGET AUDIENCE

Anyone in a business environment who communicates in writing

DURATION


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