Qube Learning Short Course Directory

Short Course DirectoryOffering a range of short and modular courses

Qube Learning Short Course Directory 2

About Us............................... 5

Short Courses......................... 6

CIEH Qualifications................ 8Food Safety Level 3 8

Food Safety in Catering Level 2 8

Principles of COSHH Level 2 9

Health & Safety in the Workplace Level 2

9

NCFE Accredited Qualifications........................... 10Health & Social Care Courses 10Awareness of Mental Health Problems Level 2

10

Care and Management of Diabetes Level 2

10

Common Health Conditions Level 2 10

Dementia Care Level 2 11

Dignity and Safeguarding in Adult Health & Social Care Level 2

11

End of Life Care Level 2 11

Essential Quality Standards in the Care Sector Level 2

12

Managing Medication Information and Keeping Records Level 2

12

Nutrition and Health Level 2 12

Occupational Health & Safety Level 2 12

Prevention and Control of Infection Level 2

13

Safe Handling of Medicines Level 2 13

Team Leading in Care Level 2 13

Understanding Autism Level 2 13

Working with Individuals with Learning Disabilities Level 2

14

Working with People with Mental Health Needs Level 2

14

Personal Development Courses 14Equality & Diversity Level 2 14

Essential IT Skills Level 2 15

Information, Advice or Guidance Level 2

15

Modular Courses................... 16

Health & Safety 18Accident Investigation 20

Fire Awareness 20

Health & Safety 21

Manual Handling 21

Risk Assessment Training 22

Customer Service 23Customer Excellence 24

Effective Customer Care 24

Communication 25Coaching at Work 26

Coaching Skills for Managers 26

Communicating Difficult Messages 27

Communicating with Customers 27

Complaint Handling 28

Effective Communication Skills 28

Influencing Skills 29

Interview Skills 29

Contents

T: 01235 833838 | E: [email protected] 3

Listening Skills 30

Managing Difficult Behaviors 30

Managing Performance 31

Mentor Training 31

Planning for Change 32

Project Management Essentials 32

Train the Trainer 33

Business Development 34Commerciality, Business Planning 35

Effective Sales Planning 35

Finance for Non-Financial Managers 36

Managing a Virtual Team 36

Marketing Essentials 37

Microsoft Word 37

Performance Management 38

Practical Sales Skills 38

Root Cause Analysis 39

Talent Management 39

Human Resources 40Absence Management 41

Bullying & Harassment 41

Conflict Handling 42

Data Protection Act 42

Discipline in the Workplace 42

Diversity 43

Equality Act 2010 43

Management & Leadership 44Anxiety at Work 45

Building Relationships 45

Business Presentations 46

Coaching at Work 46

Emotional Intelligence at Work 47

Great Leadership 47

Leading Effective Teams 48

Prioritising & Planning 48

Stress Management 49

Success with Change 49

Team Building 50

Time Management 50

Information Technology 51Microsoft Excel (Beginners) 52

Microsoft Excel (Intermediate/Advanced)

52

Internet and Email, Safety and Security 53

Microsoft PowerPoint 53

Microsoft Publisher 54

Microsoft Word (Beginners) 54

Microsoft Word (Advanced) 54

Teaching, Training & Development Qualifications........................ 55Certificate in Assessing Vocational Achievement (AVA) Level 3

55

Award in the Internal Quality Assurance of Assessment Processes and Practice (IQA) Level 4

56

Award in Education & Training 58Award in Education & Training Level 3 58

Advanced Learning Loans...... 60

Business Development 62

Certificate in Coaching and Mentoring Level 3

62

Certificate in Principles of Leadership & Management Level 3

62


Diploma in Leadership and Management Level 3

62

Diploma in Management Level 3 62

Certificate in Principles of Leadership & Management Level 4

63

Diploma in Leadership and Management Level 4

63

NVQ Diploma in Management Level 4 63

Diploma in Management & Leadership Level 5

63

Administration 63Certificate in Principles of Business & Administration Level 3

63

Diploma in Business Administration Level 3

64

Diploma in Customer Service Level 3 64

NVQ Diploma in Business and Administration Level 3

64

NVQ Diploma in Customer Service Level 3

64

Diploma in Business Administration Level 4

64

Service Enterprise 65Certificate in Cleaning Supervision Skills Level 3

65

Teaching and Lecturing 65Certificate in Assessing Vocational Achievement Level 3

65

Health & Social Care 65Certificate In Preparing to Work in Adult Social Care Level 3

65

Certificate In Working in End of Life Care Level 3

65

Diploma in Health & Social Care Level 3

66

Diploma in Health Informatics Level 3 66

Diploma In Adult Care Level 4 66

Hospitality & Catering 66Diploma in Hospitality Supervision & Leadership Level 3

66

Diploma in Hospitality Management Level 4

66

Contact Us............................. 67

Can’t find whatyou’re looking for?

We also have a hugerange of Apprenticeship and Traineeship opportunities available nationwide. Have a look through our prospectus or contact us to discuss your options.

Tel: 01235 833838


We are a Grade 2 Ofsted training provider that specialises in the delivery of: • Apprenticeships• Traineeships• Accredited Short Courses• Advanced Learning Loan Qualifications

We currently work with hundreds of employers across the country delivering a range of qualifications to a multitude of learners.

Our programmes are designed for delivery in the workplace and we take a fleixable approach to ensure we fit around the needs of both the employer and the learner.

We work with some outstanding organisations in many different industries across England. Our approach, not only to training and development, but to customer care has resulted in strong and long lasting business relationships.

We are at the heart of some highly productive and engaging collaborations that have a real impact on the world around us and prepare our learners for success in current and future careers.

On average employers ratethebenefit of our training and assessment to their business performance as 9.1 out of 101.

About Us

1Source: Qube Learning Employer Satisfaction Survey 2014 to 2015, Skills Funding Agency


We offer an extensive range of nationally accredited short courses, available to employers or employees.

Our short courses tie into the essential knowledge and skills required to carry out certain job roles. They are an excellent way of learning and bring a host of benefits to the employer or staff member.

The learning programmes on offer are designed to improve the learners’ knowledge and skills whilst accrediting them with a nationally recognised qualification through NCFE and the Chartered Institute of Environmental Health (CIEH) who are professional and industry specialist awarding bodies.

Short term course. Long term benefits.

Short CoursesCIEH & NCFE accredited short courses


Vocational Qualification Benefits• A flexible and convenient learning model to suit your needs

• Qualifications that are accredited by recognised awarding bodies

• A high quality support pack throughout the course which can be used as an on-going reference tool upon completion

• Increased understanding of core tasks

• Developed understanding of key legislation and best practice

• Ability to identify ways of improving productivity and efficiency

• Enhanced staff retention and increased productivity – invest in your employee and they will feel valued and committed

• Help you adapt to change and prepare for growth

• Further your personal and professional development

• Give you a competitive advantage

• Access to sector-expert trainers throughout the course

• Some assessments are available online

Enhanced productivityand effectiveness

Delivered through a flexible learning model

Increased staff retentionand loyalty


Level 3 Food Safety - 3 Day Course

In line with the National Occupational Standards reflecting sector-specific needs, this level 3 award provides a thorough understanding of food safety procedures, emphasising the importance of monitoring staff and controls.

Who needs this qualification?Managers and supervisors in small, medium or large catering, manufacturing or retail businesses. Particularly relevant for those who have to develop or monitor HACCP based food safety management procedures and systems.

Cost per person - £200 + VAT

Level 2 Food Safety in Catering - 1 Day Course

The CIEH Level 2 Award in Food Safety in Catering is a legal requirement for anyone working in an environment where food and drink is prepared, cooked and served.

This replaces the previously recognised Basic Food Hygiene course. This Award is relevant for all catering operations such as pubs, hotels, restaurants, fast food outlets, outside caterers, hospitals, care homes and even the armed forces. Not only is this course a legal requirement for anyone working in catering, it provides a basic understanding of how to protect consumer health and well-being through the safe preparation and handling of food.


Chartered Institute of Environmental Health (CIEH) qualification menu


Level 2 Principles of COSHH - 1 Day

The Level 2 Award in the Principles of COSHH qualification complements the CIEH Level 2 Award in Health & Safety in the Workplace by introducing delegates to the inherent risks in substances and the controls available.

This programme is designed for those responsible for the Control of Substances Hazardous to Health (COSHH) at work, as well as employees who use hazardous substances in manufacturing, cleaning, healthcare, transport, utilities and office environments.


Level 2 Health & Safety in the Workplace - 1 Day Course

The CIEH Level 2 Award in Health and Safety in the Workplace will provide delegates with an understanding of health and safety requirements both for the employer and the employee.

There are a number of benefits to having a good standard of health and safety including a safer, healthier and more productive workforce, with high morale. This qualification can be tailored to business and individual needs to make the learning experience relevant and fit for purpose.



Health and Social Care Accredited Courses

Awareness of Mental Health Problems Level 2 (3 modules)The Certificate in Mental Health Awareness provides learners with an appreciation and understanding of a number of different mental health issues that are increasingly prevalent in today’s society. This qualification is relevant for learners from almost any employment sector and aims to develop learners' understanding and appreciation of a wide range of mental health conditions. This includes signs, triggers and symptoms, how mental health can affect an individual’s ability to cope and function as well as looking at guidance on how to potentially manage and support them with their illness on a day-to-day basis.

From£235pp

Common Health Conditions Level 2 (2 modules)The Certificate in Common Health Conditions develops knowledge and awareness of the various areas within health and social care settings. This qualification provides knowledge in a range of areas to develop their service delivery and care. It covers topics such as understanding how to contribute to monitoring the health of individuals affected by health conditions and the awareness of conditions such as arthritis, stroke, dementia, Parkinson’s disease and sensory loss.

From£185pp

NCFE qualification menu

From£185pp

Care and Management of Diabetes Level 2 (2 modules) This nationally accredited qualification aims to provide an understanding of the different types of diabetes and how they can occur. The programme covers how the onset of type 2 diabetes can be delayed with lifestyle changes and aims to develop an understanding of diabetes diagnosis and initial care. The qualification also covers the importance of ongoing care and the correct treatment of diabetes to control blood sugar levels.


Dementia Care Level 2 (3 modules)The Certificate in the Principles of Dementia Care provides learners with an appreciation and understanding of the different forms of dementia that may be encountered and how to support individuals with this condition through person-centred care. The qualification is particularly relevant for learners working within a medical or health and social care environment, as it helps individuals to develop their knowledge and understanding of the principles of caring for those with dementia. It covers areas such as person-centred care, the influence of positive communication methods, issues around the use of medication for those with dementia, and the importance of offering appropriate activities.

From£235pp

From£185pp

Dignity and Safeguarding in Adult Health & Social Care Level 2 (2 modules)This qualification aims to give learners knowledge and understanding of the key principles of dignity, duty of care and safeguarding as applied to adult health and social care. Learners will investigate the principles and how they are applied in everyday work contexts. They will also have an opportunity to examine the dilemmas that can arise and the consequences when these principles are not upheld.

From£185pp

End of Life Care Level 2 (2 modules)This nationally accredited qualification is designed to develop knowledge and understanding relating to end of life care. The programme covers a range of topics including the support needed to manage pain and discomfort, how dementia impacts on end of life care, the role of the care worker at time of death, and the loss and grief process.


Essential Quality Standards in the Care Sector Level 2 (2 modules)This course is designed to increase the knowledge and confidence of individuals working within a care environment who wish to gain understanding and information around key subject areas. The programme focusses on many important areas such as person-centred care, safeguarding, service improvement and maintaining quality standards.

From£185pp

From£185pp

Nutrition and Health Level 2 (2 modules)This nationally accredited qualification is designed to give learners working, or intending to work, in settings such as sport and recreation, exercise and fitness, hospitality and catering or healthcare an understanding of nutrition and health to support their role in the workplace. The qualification aims to enable learners to progress to other qualifications in this subject area, or within the wider area of healthcare, sport and recreation or hospitality and catering.

From£185pp

Managing Medication Information and Keeping Records Level 2 (2 modules)The Managing Medication Information and Keeping Records course is designed for individuals looking to increase their knowledge and understanding of the principles of providing administrative services, managing information and the key aspects of record keeping and audit processes for medication administration and storage.

From£185pp

Occupational Health and Safety Level 2 (2 modules)This nationally accredited collection of units are designed for anyone working in a health and safety role or for those individuals who wish to have a greater understanding of health and safety in the workplace. It also covers one unit from our popular Equality and Diversity programme.


From£185pp

Understanding Autism Level 2 (2 modules)The Certificate in Understanding Autism develops knowledge and awareness of Autism. Autism is a spectrum condition that affects how a person communicates with others and how they interpret the world around them. There are around 700,000 people in the UK with autism – more than 1 in every 100. Having a clear understanding of the misconceptions, diagnoses and support surrounding autism are just some of the essential skills needed when working in mental health.

From£185pp

Prevention and Control of Infection Level 2 (2 modules)This qualification covers a wide range of topics including the principles of infection prevention and control, the causes and spread of infection and the importance of correct cleaning procedures, decontamination and waste management.

Safe Handling of Medicines Level 2 (2 modules)The Certificate in the Safe Handling of Medicines is the ideal programme for individuals wishing to increase their knowledge and understanding relating to the safe handling of medication within a health and social care setting. The aim of this qualification is to develop the learner’s understanding of the different types of medication, and the requirements for the safe handling, storage and disposal of them. Learners will also cover the safe administration of medication and the importance of keeping accurate records.

From£185pp

From£185pp

Team Leading in Care Level 2 (2 modules)Team Leading in Care explores the role of the team leader and the preparation required for leading a team in a care setting. The qualification provides information about, and a clear understanding of, productive working relationships within health and social care teams. It focuses on effective communication in meetings, giving clear instructions and the importance of communication when preparing team activities.


From£235pp

Working with People with Mental Health Needs Level 2 (3 modules)Mental health presents one of the greatest challenges to our society. With an estimated 450 million people worldwide suffering from a mental health problem, around a quarter of British adults will experience some form of mental health problem each year. While many elements of mental health are still not understood, having a good knowledge of the information that is available is essential in the care sector.

Equality and Diversity Level 2 (1 module)The updated version of this qualification has been developed in order to address new legislation, reinforcing the importance of equality and diversity within different contexts and ensuring that all learners gain an understanding of the different issues affecting equality and diversity in today’s society, the communityand the workplace.

From£175pp

Personal Development Accredited Courses

From£235pp

Working with Individuals with Learning Disabilities Level 2 (3 modules)This qualification is designed to provide an understanding of the principles required to ensure that an individual with learning disabilities is provided with high-quality person-centred care. The programme covers a range of topics including understanding supporting individuals with learning disabilities, safeguarding and protection, and positive risk-taking.


Information, Advice or Guidance Level 2 (2 modules) The Certificate in Information, Advice or Guidance explores communication techniques and how values, attitudes and beliefs can affect interactions. This qualification aims to develop interaction and interpersonal skills to help positively develop service delivery. The qualification covers how information, advice or guidance can be explored and how group interaction can be utilised. It also covers ways of managing information, including storage and retrieval and how to comply with the law.

From£185pp

Below is a break down of the cost for each NCFE course based on the number of modules and learners enrolled.

* Prices are based on all learners attending the same workshop.

Price structure

Number of Modules 3 to 5 learners * 6 – 9 learners * 10 plus learners *

1 £225 + VAT per person

£200 + VAT per person








From£185pp

Essential IT Skills Level 2 (2 modules)Today, there are more ICT users than ever before, with over five billion mobile phone subscriptions worldwide, and more than two billion Internet users. With the continuous growth in the use of technology comes the increased demand to have a sound working knowledge of IT softwares and programmes. Developing new and existing IT knowledge can improve efficiency, competencies and ultimately help improve your bottom line through improved performance.


We recognise that every business is unique and requires a different approach when it comes to training and development; this is why we have designed our modular training package which delivers a flexible range of courses to suit your business needs.

Whether you are looking for a single day’s course to cover a business priority or a complete development programme, we have it covered.Our courses cover the following business areas:• Business development• Communication training• Customer care training• Human resources training• Leadership training• Management training• Personal development

All of Qube Learning’s modular training courses are accredited by ICM (Institute of Commercial Management), a leading global professional body for Commercial and Business Development Managers. This accreditation gives assurance that our training courses meet a professional standard.

Courses are delivered in a classroom environment by our experienced tutors, thus ensuring that all delegates have an opportunity to be actively involved in their own development. Benefits of our short courses include:

• 50 courses available to give you full control of your staff development• Improving the effectiveness and productivity of your current workforce• Increased ability to respond effectively to change• Increase in staff morale, profitability, company reputation and profile• Accredited training providing certification on completion• Classroom based - this can be arranged on-site or off-site depending

upon your resources• Flexible timetable for delivery• Improved ability to implement and realise specific goals outlined in a

company’s business plan• Can be incorporated into an Apprenticeship programme to further

enhance knowledge and skills

Modular CoursesICM accredited courses

Tailored Contact us tofind out how we cantailor a package toyour businessrequirements

The Institute of Commercial Management


Qube Learning are keen to support all your business needs and we are happy to offer price bandings from a single day. For employers looking for even better value, why not look at bolting courses together to design your own development programme that can be embeded into an Apprenticeship programme or as a standalone programme.

3 Day Programme• Fire Awareness (½ day)• Health & Safety (½ day)• Accident and Investigation

(1 day)• Risk Assessment (1 day)

£2250 + VAT(Up to 8 learners)

5 Day Programme• Listening Skills (½ day)• Prioritising and Planning (½ day)• Absent Management ( 1 day)• Conflict Handling (1 day)• Managing Performance (1 day)• Team Building (1 day)


10 Day Programme• Communicating with Customers

(½ day)• Effective Sales Planning (½ day)• Listening Skills (1/2 day)• Coaching Skills for Managers

(1 day)• Complaint Handling (1 day)• Effective Communication Skills

(1 day)• Effective Customer Care (1 day)• Great Leadership (1 day)• Performance Management

(1 day)• Time Management (1 day)• Practical Sales Skills (1 ½ day)


Example Package Prices

Example Course Construction

1 Day Course

£94 per person(Up to 8 learners)

5 Day Course

Can be taken over a flexible time period (Up to 8 learners)

10 Day Course

Can be taken over a flexible time period (Up to 8 learners)

£750+ VAT

£3250+ VAT

£6000+ VAT

Example Course Construction


Qube Learning recognise the importance of keeping employees, customers and visitors safe whilst in the workplace, we have developed a range of informative courses that aims to provide the knowledge to achieve this.

Over 200 people are killed each year in accidents at work and over one million people are injured. Over two million suffer illnesses caused by, or made worse by, their work.

There are sound economic reasons for reducing work-related accidents and ill-health, as well as ethical and regulatory reasons.

Economic ReasonsBesides reducing costs, effective safety and health management promotes business efficiency. Thousands of work-related accidents, resulting in more than three days off work are reported to the Health and Safety Authority each year. Work-related diseases and ill-health are more difficult to measure due to their long latency period but result in excess of one million days lost at work each year. These accident and ill-health cases are due to failures and deficiencies in the occupational safety and health management in organisations.

Legal ReasonsThe Safety, Health and Welfare at Work Act 2005 requires all duty holders to ensure, so far as is reasonably practicable, the safety, health and welfare of workers and members of the public and to manage and conduct all work activities in such a way as to ensure their safety, health and welfare. This requires all who have this legal responsibility to be proactive in managing their safety, health and welfare responsibilities and deal with them in a systematic way. This section should help organisations to improve their safety and health performance by providing advice on how safety and health should be managed, and in the process help them to comply with their legal requirements.

Health & SafetyIntroduction


Moral and Ethical ReasonsThe proactive management of safety and health in the workplace helps organisations prevent injuries and ill-health at work. This guidance should help organisations reduce the personal loss caused as a result of accidents and ill-health at work.

Providing health & safety information and training helps you to:• Ensure you or your employees are not injured or made ill by the work

they do;• Develop a positive health & safety culture, where safe & healthy working

becomes second nature to everyone;• Find out how you could manage health and safety better;• Meet your legal duty to protect the health & safety of your employees.

Effective training:• Will contribute towards making your employees competent in health &

safety;• Can help your business avoid the distress that accidents and ill health

cause;• Can help you avoid the financial costs of accidents & occupational ill

health.


Accident Investigation - 1 DayThis course aims to give you the necessary information to enable you to carry out a thorough and effective accident investigation. Managers, leaders, trainers, health and safety officers and anyone involved in health and safety training and/or procedures would benefit from this 1 day course.

At the end of this session participants will be able to:• Describe and implement Accident Investigation Procedures• State the reasons for accident investigations• Identify all the potential sources of information• Describe and demonstrate an ability to reach sound conclusions• Explain and demonstrate an ability to reach practical, effective

recommendations and communicate these effectively

Fire Awareness - Half DayUnder the Health & Safety at Work Act (1974), we have a number of responsibilities to our employees. One of which is a safe working environment and safe access and egress (in and out of a building). Fire is an integral part of this, and a business has to implement a number of measures.

This training course is for all staff within an organisation and is absolutely critical for those that act as fire wardens.

At the end of this fire awareness training course participants will be able to:• Identify the statistics and causes of fire• Recognise the methods of fire prevention• Recognise what actions to take if they discover a fire• Identify the fire triangle along with the elements that are needed to cause

a fire• State the various fire extinguishers within their workplace• Identify various types of safety signs within the workplace

Health & Safety Courses


Health & Safety - Half DayThe Health and Safety at Work Act (1974) is about preventing people from being harmed by work or becoming ill through work and the law applies to all businesses, however large or small. This Health and Safety course is therefore vital and suitable for all staff members to equip them with the required training to remain safe and healthy at work.

At the end of this Health & Safety Training Course participants will be able to:• Identify the key responsibilities under the Health & Safety at Work Act

(HASAWA)• Recognise the employees and employers responsibilities under the

HASAWA• Identify what is a hazard and how to control the risks while at work• State the health and safety control measures within your work place• Recognise the accident reporting process within your workplace

Manual Handling - Half DayThe aim of this course is to develop manual handling skills and awareness of manual handling. The course is suitable for anyone involved in any kind of lifting, pulling or pushing in the workplace.

By the end of the health and safety training workshop participants will:• Be aware of the dangers they face in the working environment• Be able to explain the make up of and dangers to the spine• Know how to assess and approach a lift• Know four different lifting techniques• Have practised four lifting techniques in a safe environment

We recommend combining these Health & Safety courses with: • Fire Awareness Training• Manual Handling


Risk Assessment Training - 1 DayThis course looks at how to identify hazards within the workplace, recognise the risk and implement a control measure.

The course is suitable for managers, leaders, trainers, health and safety officers and anyone involved in health and safety training and/or procedures. This risk assessment training course will give participants the necessary information and skills to enable them to carry out a thorough and effective accident investigation.

At the end of this risk assessment training course participants will be able to:• Identify the key responsibilities under the Health & Safety at Work Act

(HASAWA)• Explain the difference between Hazards, Risks, and Control Measures• Identify what safety signs and Safe Systems of Work are within your

workplace• Identify the part accidents play within the risk assessment process• Recognise the 4 corner of the Risk Assessment Process• Demonstrate your understanding of risk assessments through practical

exercises


Qube recognise the need to offer your customers excellent customer service and have built a range of courses that will enable you to gain the knowledge and skills to deliver an exceptional level of service consistently.

Customer service relates to the service provided to customers before, during and after a purchase. No matter the size of your business, excellent customer service needs be at the heart of your business model if you wish to be successful. It is important to provide good customer service to all types of customers, including potential, new and existing customers.

Why is customer service important? Although it can take extra resources, time and money, excellent customer service can generate positive word-of-mouth for your business, keep your customers happy and encourage them to purchase from your business again. Good customer service can help your business grow and prosper.

Benefits of customer service training It can help you:• Increase customer loyalty• Increase the amount of money each customer spends with your business• Increase how often a customer buys from you• Generate positive word-of-mouth and reputation• Decrease barriers to buying (for example, if your business has an

excellent reputation of customer service for refunds, you’re more likely to entice a hesitant buyer to purchase from you).

What is excellent customer service?Excellent customer service is about:• Treating your customers respectfully• Following up on feedback• Handling complaints and returns gracefully• Understanding your customers’ needs and wants• Exceeding customer expectations

We can incorporate measureable outcomes into our courses that will really help drive performance well beyond the course ending.

Customer ServiceIntroduction


Customer Excellence - 1 DayThis course is particularly effective and suitable for:• Anyone who engages with customers whether internal or external• Anyone who needs to exceed customer expectations and eliminate

customer complaints• Anyone who wants to follow through the customer journey within their

organisation and focus on tangible actions that work

At the end of this Customer Service training course participants will be able to:• Clearly identify the do’s and don’ts of customer service and measure

themself against them• Describe the important part that being customer-focused plays in

ensuring the success of their organisation• Build their customer brand, fill gaps in service and develop methods of

creating a great customer experience• Follow clear techniques to help manage difficult customer issues

effectively and even clearer techniques for avoiding them in the first place.

Effective Customer Care - 1 DayThis course is aimed at anyone that deals with customers face-to-face. It could also be easily converted for those that deal with customers over the phone.

By the end of this customer care training course participants will:• Be able to explain the importance of customer care for both them and

the customer• Have considered how they are perceived by their customers and have a

plan of action to improve this• Be able to explain the difference between Transactional and Relational

customers and how to meet their needs• Be able to spot the GAP’s in service and change them• Have a written set of values that everyone will follow

Customer Care Courses


Qube have a range of communication courses that will help you improve and strengthen communication skills across your business, improving efficiency and maximising resource time.

A skilled business manager must be able to manage - they must also be able to delegate, spearhead new ideas and assess business successes and failures. However, to be able to do any of this successfully, a business manager must be able to communicate.

In the business world, good communication is important for the daily operation of the company, but can also affect sales and profitability. Without good business communication, the internal and external structure of a business can face numerous challenges that can ultimately lead to its success being affected.

When communication lines are open between a business and its customers, it can directly affect the sales of the business. When a business effectively communicates to prospects and customers how its products and services can benefit them, it converts prospects into customers. Good communication ultimately boosts the bottom line of a business.

There are two types of communication important for managers: top-down communication and bottom-up communication. In other words, managers should be able to communicate policies, procedures and instructions clearly to their employees; however, they should also be able to listen to communication from employees and make changes based on issues that the employees face. Business managers also need to be able to communicate in a number of different ways, including in large groups, face to face, online and in writing.

Managers not only need to be good communicators, they also need to communicate with their employees and customers frequently to stay abreast of changes and assess new programs and policies.

CommunicationIntroduction


Coaching at Work - 1 DayAnyone that coaches as a part of their job role would benefit from the content of this course, it will help develop the participant’s practical skills and ensure they are demonstrating coaching behaviours that will nurture those around them.

Coaching skills have become an important tool in the armoury of great leaders and people that work with developing others as they encourage empowerment and self-belief.

At the end of this coaching skills training course, participants will be able to:• Explain the principles of coaching, what is, what it isn’t and how it works

in practical terms• Describe the best time to use coaching in order to ensure it is at its most

effective• Practically apply coaching methods that get results in their work

environment• Utilise positive questioning and listening techniques that can be applied

to coaching scenarios to get the best out of others ability

Coaching Skills for Managers - 1 DayThis course will develop excellent coaching skills and is suitable for supervisors, team leaders and anyone in a management role.

At the end of this Coaching Skills for Managers Training Course participants will be able to:• Define what coaching is and explain its role in the workplace• Explain the managers role in the coaching process• Know when they have created a positive coaching environment• Follow a specific procedure for coaching success• Use the GROW model to provide successful coaching conversations• Use coaching communication skills to good effect• Identify coaching opportunities and appreciate which style to use.

Communication Courses


Communicating Difficult Messages - 1 DayThis course has been developed to help and improve dealing with communicating difficult messages. It will help to identify the best method of relaying information taking into account the message and the individuals involved and enable you to improve communication skills through practical application.

The key aim is to ensure participants have the confidence, knowledge and skills to effectively communicate to their teams.

At the end of this Communication Skills Training Course, participants will be able to:• Identify the best method of communicating for the topic• Prepare and structure effectively in order to communicate a difficult

message• Use techniques to overcome personal barriers to communicating difficult

messages• Manage awkward behaviours and difficult personalities• Facilitate effective communication sessions

Communicating with Customers - Half DayThis course highlights the important aspects of customer relationships and provides participants with the skills and knowledge to foster positive interactions with every customer they come into contact with.

This is aimed at anyone who comes into contact with customers, whether via the telephone or on a face to face basis.

By the end of this training course, participants will be able to:• Understand their customers and their needs• Follow a clear process for communicating with customers• Use Questioning and Listening skills effectively with customers• Effectively manage difficult situations with customers


Complaint Handling - 1 DayThis course will help front line staff who deal with complaints in a straight forward and effective way.

Complaints are a common factor for all businesses. Customers will always demand good value and equally effective service. Complaints can make or break an organisation, particularly now that the Internet provides such an easy forum for customers to air their grievances.

Ensure you are skilled in handling complaints. Not only will this help to solve problems as they arise, but will also help to improve business as a whole.

By the end of this complaint handling training course participants will be able to:• Explain why good complaint handling is important to the business• Handle complaints effectively and consistently using the AURA approach• Handle hostile complaints calmly and professionally• Turn around customer complaints and dissatisfaction

Effective Communication Skills - 1 DayEffective communication skills are the cornerstone to success in the business world today. Every job, no matter what it is, requires excellent communication capabilities. If you want to progress in your role, you need to be able to both express yourself clearly and be able to listen and understand the needs, wants and intentions of others when they communicate. Therefore, this course is suitable for everyone in any role.

At the end of this leadership skills training course, participants will be able to:• Communicate clearly and get their message across• Encourage others to open up and speak freely with them• Communicate confidently with people at all levels• Cope with difficult communication situations


Influencing Skills - 1 DayThis course is suitable for a variety of audiences, but particularly those individuals who need to regularly influence the action of others, such as management and senior leadership teams.

At the end of this influencing skills training course participants will be able to:• State the fundamental principles of influencing other people individually

or in groups• Describe the role of power with regards to influencing• Identify their preferred influencing style and the impact this has on

others• Identify Barriers and Enablers to Influencing• Describe and demonstrate their influencing skills via group exercise

Interview Skills - 2 DaysThe selection of new employees can be a long drawn out and expensive process. This means that we must do everything we can to ensure that when we do make a decision we choose the right person. Having gone to all the trouble of working through a selection process there is nothing worse than taking on a new employee who turns out to be unsuitable.

This course will help to develop selection interviewing techniques by making use of our effective PRICE structure and Question Plan. It will also develop many of the skills and techniques that will help you to use the structure effectively.

By the end of this Interview Skills training course participants will be able to:• Take a logical approach to selection interviewing using the PRICE

structure and Question Plan• Prepare effectively for selection interviews• Build and maintain appropriate rapport with candidates• Conduct selection interviews effectively and professionally• Manage the expectations of candidates when closing selection interviews• Evaluate the interview to help select the best possible candidate


Listening Skills - Half DayThe ability to communicate effectively is essential in business. However, our ability to communicate well is seriously undermined if this is not underpinned by good listening skills.

The ability to listen effectively is so important that it is worthy of a training session in its own right.

This half day session can be used as a stand-alone programme or can be used within a wider programme where listening skills are important. It provides participants with basic but effective techniques to ensure that they listen effectively on a consistent basis.

During this listening skills training workshop participants will be given the tools to:• Explain why listening skills are important• Identify key reasons why we can fail to listen effectively• Adopt simple techniques they can always use to ensure that they listen

effectively

Managing Difficult Behaviors - 1 DayAlthough this course has been designed with Managers in mind, the content is suitable for anyone that might have to deal with ‘difficult’ behaviours or be placed in situations where they have to influence and adapt to other people.

The course will act as a great tool for self-awareness and will help develop the communication skills of anyone that attends.

At the end of this Managing Difficult Behaviours Training course participants will be able to:• Identify the root causes of tension in the workplace• Recognise common triggers and inhibitors of behaviour• Appreciate the Stimulus-Response model and how to adapt to it• Explain the attitude and behaviour cycle and relate it to your own

experience• Understand and apply behaviours for defusing/calming situations


Managing Performance - 1 DayAnyone in a position of managing or leading others will benefit from this course. The course sets out to help participants manage the performance of their workforce through common sense techniques that focus on the effective use of communication and goal setting to improve productivity and increase morale and motivation.

The session will steer away from the procedural, form-filling approach to performance management/appraisals and instead focus on the skills required to effectively co-operate with team members, develop their skills and ensure they feel incentivised to succeed.

At the end of this managing performance training course, participants will be able to:

• Manage performance by setting clearly aligned goals that are documented• Identify causes of poor performance whilst working with employees to

improve and develop• Recognise and communicate success, focusing on behaviour and results• Co-operate with employees in order to increase productivity, morale and

motivation

Mentor Training - 1 DayThis course has been designed to provide advice, support and guidance to anyone that may be taking on the role of mentor. It is aimed at anyone who has been asked to take up the role of mentor or may be asked as part of their working role.

At the end of this mentor training course participants will be able to:• Explain the mentor/mentee relationship and the roles and responsibilities• Develop a clear set of guidelines and principles for a successful mentor

relationship• Understand and use specific tools to help you provide effective support

for the mentee• Confidently deliver exceptional mentor support


Planning for Change - 1 DayAnyone in a position of managing or leading others will benefit from the message delivered within this course. The course sets out to provide participants with a series of straightforward techniques that, if followed correctly, will give you a different way of discussing the future changes at your organisation, to help make it a success, not only for the individuals attending the training course, but for teams and customers too.

At the end of this planning for change training course, participants will be able to:• Recognise your own journey through change and how you have adapted

to different situations• Demonstrate practical methods of delivering a change message• Prepare a message for teams using a standard process to engage and

empathise with your staff• Explain a simple change model that will help you move people through

the various stages of change• Distinguish the 7 steps to influencing change

Project Management Essentials - 1 DayThis course will help participants understand the essential elements and tools of project management and will enable learners to manage small to medium sized projects.

It is essential to adopt a structured approach to managing projects to enable accurate planning, identification of risks and issues, select the appropriate team and have a system in place to manage the inevitable changes that occur over a projects duration.

At the end of this project management training course, participants will be able to:• Describe the importance of effective project management• Explain the role of a project manager• Explain how to initiate, deploy and close a project• Describe how to use a toolkit of project management tools and

techniques


Train the Trainer - 3 DayThis course will suit anyone involved in the development of others. Including: trainers, managers, leaders, consultants, teachers, technical trainers, lecturers and more.

A motivated and competent trainer can mean the difference between success and failure for your organisation. Knowledge and expertise in a subject are not enough to ensure training is effective.

Anyone who is training in your organisation has a huge influence on the success of any employee they come in contact with. So train the trainer courses are essential to a successful staff development programme.

This course will ensure your trainers are exposed to the most up-to-date training methods and techniques. Filled with practical exercises and valuable content.

The benefits your organisation will gain from delivering this course:• Training in your organisation will become more effective• Your trainers will be equipped with the skills to motivate their audience• Training sessions will be more meaningful and results orientated• Trainers will learn to create lasting impressions on their trainees. Making

sure that the necessary skills to succeed in their roles are delivered effectively

• Your training staff will understand how we learn, will be well-prepared and will focus on outstanding delivery

• Trainers will gain excellent delivery skills to make a positive impact on others

• Reduce staff turnover by improving the quality of your training• Save money by up-skilling your existing staff, instead of hiring someone

new


Building a business is hard and requires a lot of things to go well including having a great product and team. You want your ideas to become a reality and a success so all the time, hard work and effort is worthwhile. Good business development at every stage will ensure you keep your business on the right track.

Your business development team should be hyper-focused on growing your business sustainably with flair, knowledge and passion. They should identify and create new partnerships and opportunities that create leverage for driving revenue, distribution or that enhance your product. They should identify clear and measurable goals and communicate these effectively.

Good business development training has many benefits, amongst these are:

• An increase in revenues and productivity – good business development generates work that would unlikely happen without it.

• An increase in the effectiveness of business development activities – without a business development plan to follow, time is often wasted on ineffective activities. Performing more effective activities consistently over time reduces the time it take to generate work.

• Increased competitive edge – investing in business development training is a critical core competency in today’s market place. Organisations that fail to recognise this can miss out on vital business activities. Up to date training will ensure you have that competitive edge.

• Improved confidence, attitude and enthusiasm – business development training creates a common language, techniques and renewed confidence and enthusiasm. Investing in the success of your team builds loyalty, job satisfaction and motivation.

Business DevelopmentIntroduction


Commerciality, Business Planning - 1 DayThis course is aimed at anyone that is involved in developing and planning for business. It can be used to assist people that are starting out in business or those that are well established. The course will also help teams understand that they must think commercially in order to help grow business and survive in today’s competitive market.

By the end of this Business Planning Training Course participants will be able to:• Explain the ”vision” for their business and what they want to achieve• Define Commerciality and why it is important• Explain the four ways their business can grow• Develop specific strategies for their business and know how to exploit them• Develop a SWOT analysis and key actions to drive their business forward• Explain the customer experience transition and why this creates the need

for continuous improvement

Effective Sales Planning - Half DayThis course would suit anyone that works in a sales environment or is required to make sales calls and manage their own time. This course would benefit the Sales Managers that wish to introduce specific modules of training to their sales meetings.

At the end of this training course participants will:• Be able to explain the importance of planning a sales call• Use a set agenda for making sales calls• Be able to question customers effectively and gather the correct

information at the point of enquiry• Recognise the difference between the tasks they carry out that generate

sales and those that are time wasters• Have developed solutions to time wasting issues and developed a plan to

provide time to focus on generating more sales

Business Development Courses


Finance for Non-Financial Managers - 1 DayThe modern manager needs to understand the financial implications of their day to day decisions and the impact they have on the business. It is also important that managers have a solid grasp of basic financial awareness in order to agree and manage budgets effectively and appreciate core finance principles.

This course is suitable for any manager that would like to be more financially aware.

By the end of this Finance for Non-Financial Managers training course participants will be able to:• Explain their impact on organisational finances and interpret key facts• Understand financial terms and confidently discuss issues that affect

company finance• Interpret the three key financial statements – Profit & Loss, Balance

Sheets and Cash Flow• Plan, Implement and Monitor a Budget

Managing a Virtual TeamAnyone that manages or leads people in a remote or virtual environment would benefit from this course; whether this is managing teams that work from home, on the road, at various locations or any other situation where the team are not based in the same place from day to day.

At the end of this managing a virtual team training course, participants will be able to:• Understand and develop the skills required to effectively manage a

virtual team• Build engagement and trust with members of their virtual team• Effectively use technology and tools to support communication within

the team• Improve their communication and feedback approach with their virtual

team• Track progress and performance management of team members to

achieve success


Marketing Essentials - 1 DayThis course covers the basics of marketing and is intended not only for people who are new to a marketing role, but just about anybody in the organisation. A basic understanding of the subject is particularly valuable to people in management, selling and customer service roles.

At the end of this Marketing Essentials training course participants will be able to:• Explain what marketing is and how it links to the growth strategy of a

business• Identify the components of the marketing mix and extended marketing

mix and explain how marketing affects all areas of the business• Use the marketing triangle as a logical and customer centred approach to

marketing

Microsoft Word - 1 DayThis course sets out to give participants the core knowledge required for using Microsoft Word and is therefore suitable for anyone with limited or basic knowledge of Word.

At the end of this training course participants will be able to:• Demonstrate changes to page orientation and margins• Identify different methods of printing your documents• Demonstrate formatting skills by changing font size, colour and style• Enhance the look of your document with borders and shading• Add a table and clipart to your document to add a more professional look


Performance Management - 1 DayThis course is suitable for anyone involved in the performance management or appraisal process. This could include: Directors, Managers, Team Leaders, HR Professionals. The course will help develop the performance management skills of participants.

At the end of this performance management training course participants will be able to:• Explain their role in managing the performance of their team• Describe the key stages in the performance management process• Use the performance management skills and techniques practice to

create a development plan• Develop techniques to address poor performance• Review the challenges that face them within their specific team• Follow an action plan of their key development points

Practical Sales Skills - 1 and a Half DaysThis course has been developed for salespeople or people who are required to sell as part of their role. It is applicable for both people relatively new to sales as well as those who have a lot of experience as the content is flexible enough to adapt to suit your needs.

If you want your team to exceed sales targets and gain instant results, this sales training course is for you!

At the end of this sales skills training course participants will be able to:• Explain what sets the best salespeople apart• Follow set personal goals to sales success• Use a series of practical sales skills to increase their selling potential• Practically apply these skills to their sales role


Root Cause Analysis - 1 DayRoot Cause Analysis is a useful process to be aware of in all situations and can be adapted to suit many requirements.

This course has been developed with the aim of improving the participants ability to focus on continuous improvement within their organisation at all levels to become effective at Root Cause Analysis by using the following tools:• Pareto & Stratification• 5W + 1H• Fishbone Analysis• 5 Why’s

Participants will also have the opportunity to apply these tools to a real issue and identify a real performance/cost improvement. Finally, participants will look at implementing their solutions using several new methods.

Talent Management - 2 DaysTalent Management was initially used as an HR tool in the recruitment process. It has since developed into an essential business wide practice, used by management to cover many areas such as; succession planning, development of the organisation and individuals, performance enhancement and organisational capability.

This course is suitable for any organisation no matter how far into their Talent Management journey. The course will help participants set up their Talent Management system or can be used as a health check to refocus or identify problem areas.

At the end of this talent management training session participants will be able to:• Recognise the business case for talent management and succession

planning• Identify the need to have talent management integrated into the strategy

of their organisation in order to retain talent• Recognise the key steps required to implement the Talent Management

Continuum• Draw up an action plan to address your talent management needs


Effective Human Resource management is vital for any good business or organisation to build a good team of working professionals.

It focuses on all areas of employee development and performance, with some of the key functions being:

• Recruitment and staff training• Workplace welfare and safety• Communication• Policies and procedures

Communication and maintaining a good working atmosphere is a vital aspect of HR. When maintained and completed correctly a safe, clean and healthy working environment can bring out the best in employees, increasing productivity and efficiency with a feeling of job satisfaction for all.

HR departments may deal with several employee issues, conflicts and disputes which are inevitable within any organisation. It is important that any such issues are dealt with quickly, effectively and confidentially in order to come up with suitable solutions to prevent things from getting out of hand. There may also be legal implications to take into consideration and up to date training on key policies and procedures is vital for any good HR department.

An organisation without a good HR department could leave itself open to serious problems, so investing in time, effort and training is increasingly important in order to set up a strong and effective HR department.

Human ResourcesIntroduction


Absence Management - 1 DayThis course have benn designed for anyone that deals with absence or needs to have an awareness of the absence management process. This could include; Team leaders, supervisors, managers, HR professionals and anyone else involved in the management of people or organisations.

At this end of this absence management training course participants will be able to:• Give a clear definition of what absence is• Outline the legal and contractual issues around the management of

absence• Have the knowledge to manage absence and to work towards improving

overall attendance at work• Produce a plan to review absenteeism in your team and where required,

an action list to implement measures for improvement.

Bullying & Harassment - Half DayThis course covers the sensitive and important issue of bullying and harassment and is intended for all employees. The consequences of not training your employees on this subject could be extremely damaging to your organisation.

At the end of this bullying and harassment training course your participants will be able to:• Highlight the importance of an environment where everyone feels safe

from bullying & harassment• Discuss how bullying & harassment is viewed in the eyes of the law• Identify different methods that are used to bully and harass• Understand your role in ensuring that bullying & harassment is eliminated• Demonstrate how to deal with cases of bullying & harassment

Human Resources Courses


Conflict Handling - 1 DayThis course is ideal for training anyone that has to deal with conflict on a regular basis. But, because from time to time we all have to deal with conflict, this is a course for everyone in your organisation.

At the end of this conflict handling training course participants will be able to:• Define conflict and how to identify it• Explain positions and interests and why conflict is so hard to resolve• Identify the stages of conflict and the five methods of dealing with it• Follow set approaches to handling conflict

Data Protection Act - Half DayThis course refers to the Data Protection Act 1998, which came into force in the UK on 1 March 2000 and will develop overall knowledge and awareness of the act.

By the end of this training course participants will be able to:• Outline the rights of individuals set out in the Data Protection Act• Recognise ‘Personal Data’ & ‘Sensitive Personal Data’ as described in the Act• Handle data in accordance with the data protection principles set out in

the Act

Discipline in the Workplace - 1 DayThis course is suitable for anyone that is required to deal with disciplinary procedures at work.

The training will break down the various elements of the processes from informal to formal right through to appeals and will provide clear guidelines on how to approach the difficult subject of discipline in the workplace.

At this end of this Discipline in the Workplace training course participants will be able to:• Recognise the key principles of the ACAS Code of Practice for Discipline• Distinguish the importance of setting and maintaining standards


• Explain when and why to use the informal and formal disciplinary processes

• Identify the significance of preparing for disciplinary interviews, along with guidelines for note taking during the interview

• Establish how to formulate your conclusion notes following the interview to ensure an equitable outcome

• Recognise the employees rights to appeal process

Diversity - 1 DayThis course covers the sensitive issue of diversity and is intended for all employees. It is suitable for any organisation that understands the importance and benefits of having a diverse workforce.

The training will break down the various elements of the legal framework, what is diversity, bullying & harassment, the managers role in protecting individuals and dealing with incidents timely and effectively.

At the end of this training course participants will be able to:• Promote a culture which, values peoples’ difference, and which

challenges any threat to an individual’s dignity and well-being• Define diversity, bullying and harassment and understand the effect on

victims of such behaviour• State their role in challenging inappropriate behaviour and the impact

they can have on changing the culture

Equality Act 2010 - Half DayThis course gives important information on the Equality Act 2010. It is suitable for team leaders, supervisors, managers, HR people and anyone else involved in the management of people or organisations.

This Equality Act 2010 training course will enable participants to:• Recognise the key features and context of the Equality Act 2010• Describe the types of discrimination and various protected characteristics• Identify the impact of the Equality Act on colleagues, on your organisation

and on working life• Create a brief plan to review equality in your workplace which outlines

necessary measures for improvement


We understand that the art of good management and leadership can be a complex and challenging one and the success of any business depends heavily on the effectiveness of its managers and leadership.

Poor skills can dramatically impact upon any business and its employees and create real threats to its welfare. Whereas, inspirational and effective management and leadership skills can see dramatic improvements within performance, profit, sales, growth and survival.

Good managers and leaders are at the core of any good business, they need to make the right decisions at the right time and ensure the business is able to exploit any opportunities open to it. They also need to forward plan and predict changes and circumstances in order to protect the business and remain competitive. They should be able to set realistic goals and develop strategic work plans to increase the effectiveness with which the business is run.

Providing comprehensive and effective training to your managers and leaders is an investment that will see improvements to your business in many tangible and intangible ways. The list is extensive but some areas of improvement will include:• Improved productivity – when you effectively train your managers, you

better position them to train their own staff members• Improved efficiency – good managers quickly identify where their team

are during the year and direct their attention to where it is needed quickly and effectively

• Respect of employees and colleagues – this is vital in order to build a strong and cohesive work dynamic

• Effective motivators - having a manager or leader who is confident within their role gives them the ability to pass on their skills to others which can be highly motivational to enable teams to go that extra mile

• Reduced workplace conflict – good interpersonal skills can help increase understanding between employees and work colleagues and smooth out any workplace issues

• Improved profitability – having increased knowledge and skills in the reality of running a business enables situations to be handled effectively. This has the associated advantage of increased profitability

Management & LeadershipIntroduction


Anxiety at Work - Half DayUseful for anyone in the workplace, to assist with achieving an understanding of what anxiety is and how it might be handled whether as a sufferer, or as the manager or colleague of a sufferer.

At this end of this ‘Anxiety at Work’ training course participants will:• Know what anxiety is and what it isn’t• Be able to discuss the impact of anxiety on colleagues, on productivity

and working life• Know the role of the manager, employer and colleague of an anxious

person – and the role of the sufferer• Be able to draw sensible comparisons between anxiety and physical

illnesses• Have produced a plan to define the action to address the stigma attached

to anxiety with a view to improving business performance

Building Relationships - 1 DayThis course will help to build positive working relationships and is relevant for all to ensure good working relationships exist in their work place. In business today we need to ensure that the people who work for us are motivated and willing to give 100 percent commitment. This will only happen if a good positive working relationship exists.

At the end of this Building Relationships training course, participants will be able to:• Identify how barriers to building relationships can be overcome by

recognising attitude and behaviours in themselves and others• Explain the importance of trust in a relationship and identify methods of

developing trust• Recognise the difference between assertive, aggressive and passive

behaviours and how these impact on relationships

Management & Leadership Training


Business Presentations - 1 Day This course will give you the skills and knowledge required to deliver effective and persuasive business presentations that get results. It will help you to present in a style that changes the way people think about the topics you present to them while leaving the audience with key actions to take away.

At the end of this business presentations training course, participants will be able to:• Design and deliver a persuasive presentation that gets results• Benchmark and structure their own presentations with real examples

and tips• Explain how audiences listen and respond to presentations• Follow prompts that help them reflect, evaluate and learn from experience

Coaching at Work - 1 DayAnyone that coaches as a part of their job role would benefit from this course. It develops practical skills enabling you to use coaching behaviours that will nurture those around you.

Coaching skills have become an important tool in the armoury of great leaders and people that work with developing others as they encourage empowerment and self-belief. The course will foucs on all aspects of coaching in the workplace and will ensure participants are able to coach others as part of their normal working role.

At the end of this coaching skills training course, participants will be able to:• Explain the principles of coaching, what is, what it isn’t and how it works

in practical terms• Describe the best time to use coaching in order to ensure it is at its most

effective• Practically apply coaching methods that get results in their work

environment• Utilise positive questioning and listening techniques that can be applied

to coaching scenarios to get the best out of others ability


Emotional Intelligence at Work - 1 DayEmotional intelligence affects us all, whether we’re constantly working in collaboration with others or individually on projects. So, this course would be suitable for everyone, but particularly those that have to interact with others on a regular basis.

At the end of this training course, participants will be able to:• Be aware of emotions and the impact they have on their performance• Recognise and understand emotions in others and how to adapt their

behaviour to suit• Regulate their emotions and so enhance performance• Handle and inspire emotion in others

Great Leadership - 1 DayAnyone in a position of leadership who has to harness the skills and energy of other people to achieve a common goal will benefit from this course. It is also suitable for anyone new to the role of leadership or in need of a fresh perspective to their leadership role.

At the end of this leadership skills training course, participants will be able to:• Clearly define the core requirements of Personal, Team and Task

Leadership• Increase their self-awareness and develop a positive approach to

leadership• Utilise clear methods of getting the best out of their team and those

around them• Implement working practices that will assist them in becoming a great

leader


Leading Effective Teams - 1 DayThis course is suitable for anyone that leads a team or is involved in a leadership role. It is also useful for those that are about to embark on a position of leadership or need to develop their leadership skills.

By the end of this training course participants will be able to:• Explain the qualities of an effective leader• Benchmark themselves against those qualities and develop actions to

improve• Explain the difference between leading and managing• Explain the value of sharing the business vision with the team• Develop team goals based on the business vision• Motivate their staff by understanding their drivers and developing

actions to support them• Deal with difficult staff members• Challenge staff in a meaningful and effective way• Coach staff effectively using a simple process

Prioritising & Planning - Half DayThis is a basic time management course for anyone who would benefit from help with prioritising and planning their workload.

Prioritising and planning are crucial elements required by everyone in their business and personal life. Without planning your time and prioritising what is important to you, it is impossible to identify with the activities that are most productive. Where we are not focused on the elements that make us effective, we can begin to waste time and energy on the myriad of mundane tasks that tend to appear and this can lead to stress and anxiety.

By the end of the training course participants will be able to:• Prioritise tasks by Urgency and Importance• Create an effective to-do list• Schedule tasks effectively• Deal with procrastination• Reduce their stress levels


Stress Management - 1 DayThe word ‘stress’ is used to describe the physical and/or emotional response to the demands and pressures that modern living means we come under from time to time. This course will help to identify the causes and effects of stress and develop the skills required to manage stress effectively.

Stress can be a positive thing, which drives us on and helps us to grow, develop and be stimulated. However, when stress reaches a certain level, it can overcome a person’s ability to cope and can impact on their physical and mental health.

At the end of this stress management training course participants will be able to:• Define Stress and the affect it has on the body• Use specific relaxation techniques to overcome stress• Follow a model for coping with stress• Identify methods of avoiding stress where possible• Reduce their own stress by following clear techniques

Success with Change - 1 DayThis course is suitable for anyone involved in the change process in a business environment. It will benefit leaders that need to implement change or staff that need to appreciate the change process.

Ultimately the course is useful for those that need to understand change both for themselves and for those around them, which really includes everyone.

By the end of the change training course, participants will be able to:• Tackle change more effectively at a personal level• Lead change for those around them• Assess the people in their teams that support them with change• Plan their approach to changes in the workplace• Present an effective change briefing


Team Building - 1 DayTeamwork is defined as a co-operative effort by a group or team to achieve a common goal.

This course will help develop team working skills to define a common goal, how to work together as a team and create an understanding of the behaviours required to develop better team performance. Therefore, it is relevant to all teams that require an element of teambuilding.

At this end of this team building training course participants will be able to:• Appreciate team skills and dynamics• Identify and develop personal skills to become a more effective team

member• Establish effective team processes• Improve team communication• Demonstrate skills that help you to implement effective changes in the

workplace

Time Management - 1 DayAnyone that needs to increase their personal effectiveness through time management would benefit from the content delivered within this course

By the end of this time management training course participants will be able to:• Recognise what prevents them from making the best use of their time• Make necessary long medium and short term plans to help schedule and

organise activities• Manage their ‘To Do List’ effectively• Control interruptions so they have limited impact• Recognise and manage common time wasters• Identify why they procrastinate and how to manage it


Today, computer skills are increasingly important to people in all walks of life and a working knowledge of computer software is essential in today’s world. Almost any job applied for will require some knowledge of basic computer skills. Of particular importance are the various programs used to create spreadsheets, presentations and other documents.

Learning how to operate software you’ve never worked with before becomes much easier if you already have a solid foundation of computer knowledge and experience to build on. Without this, picking up new skills becomes more challenging.

Knowledge of how to access the Internet opens up a whole world of possibilities, whether within the workplace, home or in general. Using instant messaging programs, social media websites or email opens up a whole new way of communicating. It can also bring with it security and safety issues and it is important to have the knowledge and peace of mind that you are working safely and securely.

Irrespective of whether you are new to IT or an experienced professional, we offer a range of courses starting from beginner to advanced level. We know that choosing the right course for your career and current skill level is very important. We will match the correct course and level for you, ensuring you have the skills needed.

Good computer skills will ensure you work in a more organised, efficient and timely manner. Computer software such as spreadsheets, word-processing or presentation programs have many features, but you need to know how to manipulate these programs to be able to use them to their full potential.

Our training courses will give you the skills and confidence to work more efficiently and to generate performance improvements in the workplace.

Information TechnologyIntroduction


Training benefits include:• Increased essential IT knowledge and skills• Increased confidence in computer use• Excellent addition to your CV • Improved job prospects• Increased workplace efficiency and productivity• Increased effective communication• Ensures safe working practices

Information Technology (IT) Courses

Microsoft Excel (Beginners) 1 day Our beginners Excel course will give you the foundation training required enabling you to discover the application’s capabilities while working through practical exercises to create simple worksheets. Course objectives will provide you with:• A working understanding and introduction to the basic features of MS

Excel• Confidence to use Excel on a daily basis• The skills to edit and format worksheets with ease• Knowledge of basic functions and formulae to save time and reduce

workload• The skills and understanding needed to create simple graphs and charts

Microsoft Excel (Intermediate/Advanced) – 2 dayExcel is an extremely powerful spreadsheet application designed to save you time. However, few users do not realise the full range of functionality available to them and do not use spreadsheets efficiently or effectively in their daily work.

If you have completed our beginner’s course or already know the basics of Excel, including entering data, formatting cells, using functions and formulae and inserting charts and graphs, then this Excel course will really unlock the


power of the programme and give you the skills and knowledge to use its advanced functionality. Course objectives will enable you to:• Create and maintain complex spreadsheets• Use the advanced features of Excel• Link cells, worksheets and workbooks• Use advanced functions and calculations • Create advanced charts and pivot tables• Work effectively and efficiently, saving valuable time

Internet and Email, Safety and Security – 1 dayThis course is aimed at beginners with little or no knowledge of using Internet and email and who may worry about the safety aspects of working online. Throughout the day you will learn about security issues that may threaten system performance and learn how to apply safety measures to protect hardware, software and data to minimise security risks.

You will understand why it is important to backup data and learn how to use effective backup procedures securely.

By the end of the day you will have the confidence, skills and knowledge to:• Make the best use of browser software and techniques to search for,

retrieve and exchange information safely and securely online • Make the best use of e-mail software to safely and securely send, receive

and store messages

Microsoft PowerPoint – 1 dayThis PowerPoint training course is aimed at beginners with no experience of presentation graphics programs. You will be shown what PowerPoint can be used for, and how to use its basic features to create presentations and produce graphics. Course objectives will enable you to:• Create different chart slides to create a PowerPoint presentation • Edit and format your presentation effectively to give a professional finish• Use graphics functions available to enhance your presentation• Use different view and print options for your presentation• Have the confidence to run your presentation to a group


Microsoft Publisher – 1 dayThis course is aimed at beginners with no knowledge of desktop publishing software. It will enable you to unleash your creative side and learn how to create useful, professional documents and publications.

It is an easy-to-use, layout and design tool which enables you to create documents that fall outside of normal word processor capabilities, such as invitations, posters, bulletins and business documents.

Microsoft Word (Beginners) - 1 dayThis is an introductory course that will provide you with the foundation training required to understand and use Microsoft Word. Course objectives will give you:• A working understanding of the basic features of MS Word• The skills to edit and format documents with ease• An understanding of tables• The ability to set up pages and print documents

Microsoft Word (Advanced) - 1 dayMany people only scratch the surface of what Microsoft Word offers. This advanced course will give you the knowledge and skills to utilise features of Word to save you time. Before attending this course you will need to have completed our beginners Word training course or have equivalent experience. Course objectives will enable you to:

• Use styles to save time formatting documents• Set up document templates using sections• Use Mail Merge and macros to increase productivity and reduce

repetitive tasks• Use advanced graphics features• Use autocorrect and insert table of contents and indexes


The Training, Assessment and Quality Assurance (TAQA) qualifications: T…rainingA…ssessmentQ...ualityA…ssurance

The assessment and quality assurance qualifications will be part of an integrated suite of TAQA qualifications for training, assessment and quality assurance practitioners.

These qualifications are for people working in, or looking to enter roles in assessment and internal quality assurance.

The units and qualifications will provide people who carry out assessment and internal quality assurance roles in their organisation with the opportunity to develop and improve their practice as well as achieving a professional qualification for the role. They are available to anyone working in: accredited learning; non accredited learning (where people may assess performance but do not assess for a qualification); the NQF and the QCF.

Level 3 Certificate in Assessing Vocational Achievement (AVA)The Level 3 Certificate in Assessing Vocational Achievement (AVA) is the qualification that is required to become an Assessor. Qube Learning can offer and deliver this qualification to individuals who want to pursue a career in assessing.

The qualification is a total of 15 credits, consisting of three units. One knowledge and two performance base units:-• Unit 1: Understanding the Principles and Practices of

Assessment• Unit 2: Assess Occupational Competence in the Work Environment

Teaching, Training & Development Qualifications

£625+ VAT

per person


• Unit 3: Assess Vocational Skills, Knowledge and Understanding

The qualification would be delivered through a blended approach with your learning and assessment visits taking place both face to face and remotely. To be able to complete performance units 2 and 3 from the AVA qualification you will need to be able to identify two learners you can train, develop and assess.

You will need to: • Initially assess these learners• Effectively plan the assessments• Carry out necessary assessments• Give feedback to your learners• Maintain records• Follow the Centre Quality Assurance policies • Follow all external and awarding body procedures • Maintain own Continual Professional Development

The qualification is expected to be completed within 6-8 months.

Level 4 Award in the Internal Quality Assurance of Assessment Processes and Practice (IQA)The Level 4 Award in the Internal Quality Assurance of Assessment Processes and Practice (IQA) is the qualification that is required to become an Internal Quality Assurer. Qube Learning can offer and deliver this qualification to individuals who want to pursue a career in assessing.

The qualification is a total of 12 credits, consisting of two units. One knowledge and one performance base units:• Unit 4: Understanding the Principles and Practices of

Internally Assuring the Quality of Assessment• Unit 5: Internally Assure the Quality of Assessment

The qualification would be delivered through a blended approach with your learning and assessment visits taking place both face to face and remotely.

To be able to complete the performance unit 5 from the IQA qualification you will need to be able to monitor and quality assure the work of two assessors.

£625+ VAT

per person


You will need to: • Plan the internal quality assurance• Plan monitoring activities • Carry out internal quality assurance activities • Evaluate assessor expertise and competence • Evaluate the planning and preparation of assessment process• Ensure assessment method are safe, fair, valid and reliable • Compare assessor decisions to ensure they are consistent• Provide feedback, advice and support, including personal development

opportunities to your assessors• Apply procedures for recording, storing and maintain records• Follow the Centre Quality Assurance policies • Follow all external and awarding body procedures • Critically reflect on own practices and maintain own Continual

Professional Development

The qualification is expected to be completed within 8-10 months.


This qualification is a knowledge based introductory teaching qualification which is highly recommended for anyone who is working, or looking to work as a trainer or teacher. It is the qualification which is respected within the teaching profession and by employers. It requires no teaching/training requirement and can therefore be undertaken by anyone who is not in a teaching role.

Achieving the Level 3 Award in Education and Training will provide a fundamental understanding of the roles and responsibilities of a teacher/trainer in relation to legislation, equality, diversity, inclusivity and meeting the needs of learners. It will provide the necessary skills and knowledge to able to prepare, plan and deliver sessions, using appropriate resources and teaching methods in a variety of contexts. It will also provide knowledge and skills on giving effective assessment and feedback.

What and how will I study?Training will be delivered over 5 days. This can be arranged at flexible and convenient times for you and does not need to run consecutively.

You will complete three units:

Unit 1 - Understanding roles, responsibilities and relationships in education and training• Understand the teaching role and responsibilities in education and

training• Understand ways to maintain a safe and supportive learning

environment• Understand the relationships between teachers and other professionals

in education and training

AET QualificationLevel 3 Award in Education & Training (Formerly PTLLS)

£495+ VAT

per person


Unit 2 - Understanding and using inclusive teaching and learning approaches in education and training• Understand inclusive teaching and learning approaches in education

and training• Understand ways to create an inclusive teaching and learning

environment• Be able to plan inclusive teaching and learning• Be able to deliver inclusive teaching and learning• Be able to evaluate the delivery of inclusive teaching and learning

Unit 3 - Understanding assessment in education and training• Understand types and methods of assessment used in education and

training• Understand how to involve learners and others in the assessment

process• Understand the role and use of constructive feedback in the assessment

process• Understand requirements for keeping records of assessment in

education and training

You will be assessed through ongoing assignments that will take place throughout the programme and completion of a successful microteaching session.


19+* Advanced Learning Loans are designed to help an individual who otherwise would not be able to pay the tuition fees associated with a training programme.

The loans are available for individuals aged 19 or over to undertake approved qualifications at Levels 3, 4 and 5 in England. This gives individuals access to financial support for tuition costs similar to that available in higher education and are administered by Student Finance England.

19+ Advanced Learning Loans are paid directly to us on behalf of an individual. The loans are not means tested or subject to credit checks. Any individual who meets the criteria will be able to apply for a loan regardless of their current employment status. Repayments are easy too, they are collected through PAYE or a self-assessment once an individual’s income it is more £21,000 each year. Voluntary repayments may also be made in addition directly to Student Finance England.

Advanced Learning Loans

It is important that your employees consider their own circumstances and look into all options regarding payment for their course. They can get impartial financial advice from the Money Advice Service.

*From August 2016


Business BenefitsBy encouraging your staff to invest in their own future your business can benefit from an up-skilled, more productive workforce without spending any money. As many companies have tight training budgets, in particular for extensive training programmes, businesses need not miss out on the benefits up-skilled employees can bring.

If employers want to contribute financially, but do not have the budget to cover the whole cost they can make contributions to the training costs. This will help pay off part of the loan and can be done by making voluntary payments directly to the Student Finance England. This can be used as a method of employee retention, as you can offer to make financial contributions if workers stay with the company for a set period. For example, repaying 25% of the loan each year the employee stays after completing their qualification.

As an alternative to financial support companies can offer help with the promise of career progression. For example, this can be done by offering opportunities for employees’ new skills to be fully utilised in the workplace. Then there is a good chance that employees’ motivation, engagement and loyalty will improve.

• Loans are available for eligible learners aged 19 and above who are studying at Levels 3, 4 and 5

• Learners only start to make repayments once they have finished the course and are earning over £21,000 each year

• If training budgets are tight this provides a great way for employees not to miss out on training and development

• Employers can offer to help with repayments as a method of employee retention

Loans at a glance


Loan Funded Qualifications Qube learning offers an extensive range of qualifications to individuals through the provision of Advanced Learner Loans. If you require more information regarding a specific qualification please get in touch.

Business Management

Level 3 Certificate in Coaching & Mentoring

This level 3 programme is designed for people in their first management roles – including team leaders and first-line managers. Get the tools and confidence to coach people as part of your normal working role.

Level 3 Certificate in Principles of Leadership & Management

This level 3 programme allows you to fast-track your progression and target training to your precise needs. As a learner on this qualification you will learn and develop a range of skills required for working effectively as a First Line Manager while being taught the knowledge required to work successfully within this area of management.

£695*

£695*

Level 3 Diploma in Leadership & Management

This level 3 programme is ideal if you have management responsibilities but no formal training, and are serious about developing your abilities. It’s particularly suited to practicing team leaders seeking to move up to the next level of management, and managers who need to lead people through organisational change, budget cuts or other pressures.

Level 3 Diploma in Management

This programme is ideal for individuals looking to take their first step into line management and for those who already have some management responsibilities. This combined knowledge and competency based qualification will build and develop new skills to enhance their management career.

£1,750*

£2,499*

*All prices include VAT


Level 4 Certificate in Principles of Leadership & Management

This level 4 programme is designed to develop aspiring middle managers and first line managers. Learners build core skills in middle management and can access a wide range of optional study areas to help them gain specific management skills to suit their needs.

£695*

Administration

Level 3 Certificate in Principles of Business & Administration

This level 3 programme is ideal if you’re fairly new to administration or have worked in an administrative role for some time. You’d like to prepare to move into a leadership role by learning how to effectively supervise others and contribute to wider departmental or organisational change.

£695*

Level 4 Diploma in Leadership & Management

This level 4 programme is designed for new and aspiring department heads, regional team leaders and other middle managers – really get to grips with the role, gain comprehensive business knowledge and develop the skills you need to lead at this level.

Level 4 NVQ Diploma in Management

This level 4 programme is ideal for managers who still retain responsibility for operational processes but are more removed from day to day line management duties. The qualification develops the knowledge and skills required to take on higher level responsibilities such as planning and implementing change.

£1,750*

£2,999*

Level 5 Diploma in Management & Leadership

This level 5 programme is a cross-sector qualification, which means that this NVQ will be taken by people working in a management and leadership role, and those with personal responsibility and autonomy in their roles across a wide variety of areas. It covers the skills needed to be a successful manager/leader, covering competencies applicable to a wide range of contexts.

£1,265*


Level 3 Diploma in Customer Service

This level 3 programme is for learners who work or want to work in the customer service sector and other related sectors eg.contact centre and sales. It allows learners to learn, develop and practice the skills required in employment.

£2,499*

Level 3 NVQ Diploma in Business & Administration

This level 3 programme is designed for senior and experienced individuals working in an administrative role. The course aims to improve practical and technical skills as well as promoting efficient administrative processes within any industry sector.

£1,950*

Level 4 Diploma in Business Administration

This level 4 programme is a competence based qualification designed for senior and experienced individuals working in an administrative role. The course aims to improve practical and technical skills as well as promoting efficient administrative processes within any industry sector.

£2,499*

Level 3 NVQ Diploma in Customer Service

This level 3 programme is directed at senior and experienced individuals working in a customer service environment within any sector. The course will cover the practical skills for dealing with people both internally and externally and learning to develop customer service processes within a company.

£1,750*

Level 3 Diploma in Business Administration

This level 3 programme is for people who want to work in administrative support roles in public or private sector organisations, or people who want to improve their administrative and supervisory skills. A qualification in Business and Administration can help you succeed in a support role in any size or type of organisation.

£2,499*


Service Enterprises

Level 3 Certificate in Cleaning Supervision Skills

This level 3 programme is ideal if you’re a supervisor in the cleaning industry. You want recognition for your more advanced skills - things like managing a team, training others and controlling resources. This could lead to employment as a cleaning supervisor or facilities manager.

£1,299*

Teaching and Lecturing

Level 3 Certificate in Assessing Vocational Achievement

This level 3 programme provides a pathway for you to understand assessment and if required, qualify as an assessor. If you wish to achieve these units could be assessing competence or non-competence based learning, knowledge or skills.

£811*

Level 3 Certificate In Working in End of Life Care

This level 3 programme is relevant to people working in health and social care settings where individuals who are supported are approaching the end of their life. This may include health residential, domiciliary care and palliative care. The learners taking these qualifications could be care assistants, support workers or health care assistants.

£1,299*

Level 3 Certificate In Preparing to Work in Adult Social Care

This level 3 programme is designed for people who are working in Adult Social Care, or who have basic knowledge of the area, and are looking to build on your learning.

£795*

Health and Social Care


Hospitality and Catering

Level 3 Diploma in Hospitality Supervision & Leadership

This level 3 programme will suit you if you’ve worked in the hospitality industry for some time - you have plenty of experience, and you might already supervise others or manage resources. You want to develop your knowledge and skills, perhaps to move into a management role within the sector.

£2,499*

Level 4 Diploma in Hospitality Management

This level 4 programme allows candidates to learn, develop and practise the skills required for employment and/or career progression in the hospitality and catering sector. Applicants should have sufficient experience of working in the hospitality industry at a supervisory or management level.

£2,999*

Level 3 Diploma in Health Informatics

This level 3 programme provides the competency to undertake roles as an Assistant Practitioner (CF4) on the Health Informatics Career Framework and prepare learners for progression to Practitioner (CF5). Ideally a candidate will have gain a qualification at Level 2 or have a number of years experience in their role, though prior experience or qualifications is not mandatory.

£2,500*

Level 4 Diploma In Adult Care

This level 4 programme is flexible to suit all fields of health and social care. Learners can select a pathway that suits their role. It is ideal if you’re a care worker, and you have some responsibility in your workplace. You sometimes work without supervision. You want to develop or demonstrate your skills, perhaps to become a senior care worker.

£2,500*

Level 3 Diploma in Health & Social Care

This level 3 programme is ideal if you’re a care worker, and you have some responsibility in your workplace. You sometimes work without supervision. You want to develop or demonstrate your skills, perhaps to become a senior care worker.

£2,500*


If you require any more information regarding any of the courses we offer please speak to a Qube representative by calling 01235 833838.

Contact usWe would love to hear from you

Haven’t seen what you're looking for?We strive to offer the best packages to our customers. If there is a specific course that you are looking for that isn’t in our directory then please contact us to find out if we can accommodate you.

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Notes

Published by QUBE Qualifications & Development Ltd: 7 Park Square, Milton Park, Abingdon, OX14 4RR

© 2016 All Rights ReservedReproduction/replication is strictly prohibited

Accurate as of: 01/01/2016

Q006_Qube_Short_Course_Directory_May16 v1

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Qube’s programmes may be part fundedby the European Social Fund

Qube Learning Short Course Directory

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