The time taken to complete this module will be 75 hours
Module Code
AEL950
Module Purpose
101
Strategic Studies
To enable participants to gain a comprehension of the details involved in preparing a strategy plan, and to be able to apply the processes in a real and practical way within their organisation.
102
Financial Management
To develop the skills and knowledge for responsible financial management
103
Introduction to Services Marketing
To develop an appreciation of the key service marketing issues and to be able to contribute to the establishment of effective marketing strategies within their organisation
104
Contracts Management
To learn the principals in developing and managing the various types of contracts required in a service operation.
Module Objectives
101
Establish the significance of good strategic planning
To understand the decision making process
Effectively analyse the external and internal environments including market potential.
To appreciate the significance of the mission statement
To understand the principals for developing an effective strategic plan
To be able to apply strategic planning processes in a working environment.
102
To understand the structure of an operations budget.
Develop the requirements for the operations budget
Explain the key financial figures in a business operations report
Describe the concept of cost centre/profit centre operations
Identify the costs of labour and determine the labour rates for commercial transactions
Develop an understanding of the methods available for achieving financial objectives
103
To understand the principals of service marketing
Explain the service delivery system
Develop an understanding of the concepts of effective marketing
To be able to develop a services marketing plan
104
To recognise the various types of contracts required
To understand the terms and conditions used in contracts
Describe the legal issues that need to be understood by the service manager
Explain the types of agreements required with third parties
Describe the purpose and development of service plans
Module Topics
101
Value of sound strategic planning
Key features of strategic planning
Strategic planning process
Mission statements
External and internal environments
Strategic objectives
102
Budget structures and preparation
Analysing financial reports
Fixed and variable costs
Costs of labour and labour rates
Cost centres, profit centres
Managing financial objectives
103
103 Objectives of marketing
The service delivery system
Market research, promotion and advertising
Service as a product
Concepts of effective services marketing
Consumer behaviour
Product packaging
Characteristics of the service environment
The services marketing plan
104
Types of agreements, OEM's, Agents, Dealers, Distributors
Customer Agreements
Trade practices Act, Liabilities
Legal interpretations
Tendering, Service Plans
Module Outcomes
On the completion of this module the learner will be able to identify the key processes involved in developing an effective strategic plan and to acquire the tools and knowledge to prepare appropriate mission statements and strategy plans. Participants will also have acquired the necessary knowledge for preparing and controlling budget performance. In addition the abilities for preparing business case and cost/benefit analysis including the process of determining the costs of resource overheads and understanding the key financial figures in performance reports will be developed. The participants will also have acquired the knowledge and understanding of the principals of service marketing along with the ability to develop service marketing strategies. With this background the participant can be expected to be able to make significant contributions to overall requirements of services marketing. Participants, finally, will have the ability to develop, analyse, and interpret service related contracts. They also will recognise the requirements for various forms of agreements. They will be able to negotiate agreements with customers and third parties and lastly be able to advise on actions required with respect to service contract issues.
Module name
Operations Development
Module Duration
The time taken to complete this module will be 80 hours
Module Code
Module Purpose
201
Product Development
To develop an appreciation of the importance of good product planning and its place in the establishing of a professional and high quality service business.
To understand the principles involved in effective product introduction and to be able to apply these principals in practice.
To develop an understanding of product support requirements and its relation to providing quality service to customers
202
Organisational Structures
To develop an understanding of organisational structure and how to choose the right structure for a particular type of operation. This module will also focus on the characteristics of various types of service operations and their relationship with service efficiency.
To focus of the characteristics of various types of service operations and their relationship with service efficiency.
Issues related to particular behaviours within an organisation.
To be able to identify any weaknesses in an organisation's approach to product support, and be able to influence, or implement changes as a consequence of the principals and processes learned with respect to product support.
203
Organisation Behaviour
To understand the factors influencing behaviour in the operations environment and how a customer focused business may be developed.
To develop an understanding of organisational cultures and how staff react in different situations along with the skills required for managing a range of staff issues.
204
Information Systems
To Understand the role of information management systems in the service environment
Module Objectives
201
Describe service requirements related to the product planning process
Explain the product introduction process
Describe the concept of Life-Cycle planning
Explain the importance of product support arrangements in the planning process
Explain the process of product introduction
Explain the purpose of ALPHA and BETA trial process
Identify the critical issues in product introduction
Describe the relationship between service support and product introduction
Identify potential problems and their causes within the product introduction process
Identify typical product support structures
Describe the respective roles and skill sets required at each level in the product support cycle.
Explain the feedback processes required
Describe the use of support systems in the information flow
Explain the relationship of product support to customer service
202
To identify the factors that influence the type of organisation adopted
To develop the concept of a service model
To establish the role of third party operators
To explain the interaction with other equipment manufacturers (OEM's)
To explain how multi-vendor servicing can be integrated into a service business
To describe the role of supplier/service provider
202.2
To identify typical product support structures
To describe the respective roles and skill sets required at each level in the product support cycle
To explain the feedback processes required
To describe the use of support systems in the information flow process
To explain the relationship of product support to customer service
203
To identify the issues relating to organisational structures and behaviour
To understand the influence of an organisation's culture on behaviour and to determine its impact on business
Describe the factors influencing staff behaviour in a service environment
Identify the requirements a customer focused organisation]
How to recognise and understand the health of the service operation
204
To determine the needs for information management systems
Describe the principal platforms for real-time information management systems
Describe the role of a service management system
To identify the activities which require real time management control
Describe the purpose and role of performance data gathered by the service management system
Explain the return of investment requirements for investing capital in a service management system
Module Topics
201
Service requirements
Planning a product launch
Life-Cycle Planning
Product introduction
Product support
Product management
Alpha/Beta trial process
Product support requirements
Sales and marketing issues
Product support structures
Skill sets required
Feedback systems
control systems
Information flow, documentation, bulletin board
Data bases
Obsolete products
202
Centralised VS Decentralised
External environment
Reviewing the organisation structure
The service model
Third party servicing
OEM service support
Supplier/Service provider
Multi vendor servicing
Establishing a service operation
Dimensioning a new organisation
202.2
Product support infrastructure
Customer expectations vs Investment
Consultative services
Product support operations
control systems
Product support roles
Obsolete products
Strategy planning
Organisation Culture
Technology
Training
203
Types of organisation
Characteristics of organisation structures
Organisation Physiology
Symptoms of deficient organisations
Stress analysis
Organisation focus- people orientation vs Business operation
Human behaviour analysis
Interpersonal behaviour
Organisation conflict
204
Information Systems market
Systems structure
Design criteria
Management tool
Capital investment
Service management systems in operation
Module Outcomes
201
The principal learning outcomes will include an appreciation of the role of product planning in achieving a successful business result and the importance of the service delivery system. Participants will also have gained a good understanding of the product planning, introduction, , and support requirements.
Participants will have developed a full appreciation of the key issues involved in product introduction and how to develop the necessary processes to ensure that all the relevant operations and marketing issues are properly addressed.
Participants will also develop a very clear appreciation of the consequences of unprofessional product introduction
Participants will be able to identify any weaknesses in their organisations approach to product support and influence or implement changes as a consequence of the principals and processes learned with respect to product support
202
To be able to understand the complexities in creating an efficient and cost effective organisational structure that is customer focused
202.2
Participants will understand the importance for establishing a professional product support structure which is team based with full accountability
203
Development of the principals and techniques for creating the right organisation for a particular business. Participants will also have acquired the level of knowledge for making sound decisions with respect to being able to establish a service organisation and to ensure that existing structures satisfy both current and future needs.
Participants will have developed an understudying of organisational cultures and how staff react in different situations along with the skills required for managing a range of staff issues in an operations environment.
204
Participants will have gained an understanding of the role of information management systems in the service environment along with characteristics and features of various systems
Participants will also be able to determine their particular needs and make constructive inputs to service management systems planning processes
Module name
Operations Management
Module Duration
The time taken to complete this module will be 100 hours
Module Code
Module Purpose
301
Introduction to Management
To develop an appreciation of the application of business principles in the service environment and to acquire the required skills for managing the key business activities
302
Human Resources management
To develop a knowledge of human resource issues in the operations environment and to be able to effectively manage all related requirements according to corporate policies and corresponding directives
303
Introduction to Industrial Relations
To develop an understanding of industrial relations issues relative to the service industry and to discover the processes involved in achieving industrial harmony and good relations between employees and management
304
Introduction to Quality
To develop and understanding of the role of quality in industry including quality standards and accreditation, and the quality processes in use today. The practical issues of quality will also be developed and related to business performance
305
Customer Service
To develop and understand the key issues in providing excellent customer service.
To focus on acquiring the knowledge and skills for providing and promoting these attributes
Module Objectives
301
To understand the principles for preparing a business plan
Describe the rational and criteria for business case development
Explain the role of business reporting systems
Describe the requirements for operations performance analysis
Explain the significance of productivity measures
Describe the purpose of role and productivity measures
Describe the process of financial results achieved
Explain how cost control measures are managed
Explain the impact of quality costs on service performance
302
To identify the principal human resource issues that apply to managing a service operation
Describe the process of appraising the performance of staff
Explain human resource policies relevant to a service business
Explain the difference between weekly/fortnightly paid personnel and monthly paid staff
Describe the process for recruiting staff with emphasis on selection
Identify human resource services available in industry today
303
To understand the current Industrial relations system as it applies to a service environment
Describe the types of awards and agreements that apply to service staff
Explain the characteristics of union/employer relations that apply to service staff
Describe the role of management in developing good industrial relations
Explain developments in industrial relations that will impact on business in the new millennium
304
Explain the background to quality accreditation today
Describe the quality accreditations standards applicable to industry
Explain the concept of Total Quality Management (TQM)
Describe the "Continuous Improvement Cycle " (CIC) and its relation to quality
Describe the quality management tools available for monitoring quality
Explain the relationship between operations standards and quality
Explain the purpose of bench marking
305
Identify the factors impacting on the level of service provided to customers
Describe the relationship of an organisations culture to the service provided
Describe customer requirements for service
Explain how a good service image can be promoted
Explain the relationship between organisation behaviour and customer service
Module Topics
301
Business plan preparation
Business case development
Business reporting systems
Quality measures, quality systems
Operations performance, productivity, data base recording
Financial reporting
Expense control measures
Quality costs, product reliability
302
Human resource policies
Staff appraisal processes
Principals of staff recruitment
Staff salary pay arrangements
Human resource services
303
The Industrial Relations system in Australia today
Awards, agreements, enterprise bargaining
Negotiating successfully with staff
Resolving conflict
Industrial relations in the new millennium
Management and the union movement
304
ISO 9000, AS 3900
Total Quality Management (TQM) continuous Improvement Cycle (CIC)
Global drive for quality
Quality tools for managers
Quality accreditation, Bench marking
305
knowing your customer
Being customer focused
Adding value
Exceeding the customer expectations
Winning the customer's confidence
Culture and service
Module Outcomes
301
A number of practical applications of business principals will have been learnt, particularly with respect to business plan preparation, Business case development, and monitoring and reporting on results achieved,
Participants will also have developed an important business focus and orientation for managing a successful business
302
An awareness of the scope of Human resource issues will have been developed along with the ability to apply these principles in a professional manner. The consequences of poor decisions will also have been highlighted.
303
Participants will have a broadened understanding of "Industrial Relations" environment and learned the principals for managing work based industrial issues with the minimum of conflict. Learning will also have covered the industrial relations system currently in place in Australia today including likely changes in the future.
304
The importance of quality in industry today will have been developed with emphasis on quality accreditation. The process of making quality a reality will also be established through the study of quality techniques in use today.
305
The ability to effectively relate to customers through the development of the key skills required for achieving maximum customer satisfaction will be the prime learning outcome of this subject. In addition, participants will have learned the principals for success in providing the best possible service to their customers.
Module name
Logistics Management
Module Duration
The time taken to complete this module will be 104 hours
Module Code
Module Purpose
To Understand the principals and processes involved in a service logistics operation and to acqu8ire the knowledge required for achieving an efficient and cost effective logistics management system
To develop an understanding of workshop management and the significance of this function to the overall performance a service operation.
To develop the principals for effectively communicating with management and staff
To analyse the concepts of a customer care program and how they are interpreted by organisations today
To recognise the need for partnerships in the service business of the new millennium and to develop the requirements for establishing various types of partnerships
To understand the importance of Occupational Health and safety legislation, and regulations along with the principles for managing and operating an effective Occupational Health and Safety system
Module Objectives
401
Logistics Management
Identify the requirements for cost efficient spares management
Identify the costs relating to a logistics operation for the movement of replacement parts and associated repairs
Explain the importance of proper capital expenditure planning
Describe the options for operating a logistics management system
Explain the role of the service management system in logistics control
Identify the quality issues relating to spares management
Explain the options for the fast tracking of spares
To identify the processes involved in workshop repair
Describe the quality measures required in the repair process
Explain the issues of direct concerns to the operations manager with respect to the repair process
Explain the significance of "Electrostatic Discharge" in particular operations
402
Effective Communications
To develop the art of listening
To be able to be given direction in a professional manner
To establish the relationship between knowing the business and achieving good communications
To establish the importance of knowing your people
To identify the dangers in communicating via correspondence
How to achieve the best results through the use of memorandums
403
Customer Care
To redefine customer care
To research and analyse the market today
To understand customer perceptions
To determine service standards and expectations
To plan and implement a customer care philosophy
To examine customer care in action
404
Strategic Alliances
To identify the types of partnerships to consider in a service relationship
Explain the purposes and benefits of a partnership
Describe the requirements for establishing partnerships
How to make a partnership agreement and maintain an effective relationship
Explain the importance for partnerships in the new millennium.
405
Ensure a safe workplace
Ensure the development, implementation, evaluation and monitoring of effective preventation programs for the workplace
Identify potential and current health and safety hazards in the workplace
Collect, analyse, interpret and use workplace data in a systematic manner
Consult and communicate recognising the industrial framework and social context of the workplace
Apply knowledge of relevant legislation, standards and codes of practice in day to day activities
Assess the workplace management systems and apply sound management practices to all aspects of the occupation health and safety function.
Module Topics
401
Workshop repair operations
Workshop repair as a business
Quality measures
Electrostatic Discharge (ESD) protection
Spares inventory control
Workshop repair control systems
Logistics control systems
Principals of spares management
Logistics as a business
Quality issues
Fast-track delivery systems
402
Art of listening
Giving direction
Knowing your people
Knowing the business
Use of memorandums
Use of media
403
Market research
Tools for use
Customer perceptions
Developing a customer care strategy
Establishing the commitment
Importance of teams
Making customer care a habit
404
Types of partnerships
Creating service partnership
How a partnership works
Partnership souring
Making partnership sourcing happen
405
Overview
Developments in OH & S in Australia
National OH & S Commission
Principles of OH & S
Duty of care
Policy
Benchmarking/Quality
National dangerous goods framework
Module Outcomes
401
Participants will have gained a sound appreciation of the techniques used along with the processes involved in operating a service logistics business.An Understanding of the alternative approaches for offering a cost effective logistics service will also have been achieved.
Participants will also have developed the concepts associated with workshop management along with an understanding of the factors which must be taken into account in order to achieve maximum productivity, efficiency, and response to the service operation.
402
The ability to communicate in a professional manner and how to avoid problems in communication will be developed.
Participants will also be able to develop useful forms of communication to enable important messages or ideas to be effectively implemented.
403
An ability to recognise the factors which are critical to the successful implementation of a professional customer care program will be developed.
404
The concepts of the various types of partnerships will have been developed along with an understanding of how to establish effective and lasting partnerships.
Participants will also learn the values associated with partnerships and the areas which require careful attention in forming a lasting and effective relationship.
405
Participants will have identified the core issues with respect to OH & S and be able to effectively apply and manage these principles where they are relevant to their respective workplace environment.
Module name
Financial Management
Module Duration
The time taken to complete this module will be 48 hours
Module Code
Module Purpose
501
Financial Management
To develop an understanding of the financial structure of a business and how the various accounting processes operate
502
Services Marketing
To develop the concepts learned in the module "Introduction to Services Marketing" and to create a services marketing plan.
Module Objectives
502
To develop an appreciation of the fundamental accounting processes of journals, ledgers, double entry accounting, and accounts receivable and accounts payable.
To establish a financial plan for a business covering forecasting, budgeting, expense accounting and capital expenditure
To understand the role of bank loans, cash flows, Share capital, return on investment, taxation
To compare net worth, profitability, and business value with respect to company take-over issues
To establish the processes for effective financial analysis and performance of a business
503
To develop a marketing strategy covering segmentations, targeting and positioning
To prepare a market research plan and conduct the necessary research
To create a promotion and advertising strategy
To develop a services marketing plan covering product introduction, management, pricing, budgeting and profit projection.
Module Topics
502
Journals, double entry accounting, ledgers
Financial planning and developing
Budgeting, forecasting, expense accounting, capital expenditure
Cash flows, Bank loans, pay roll, share capital, return on investment, taxation
Net worth, profitability
Financial analysis and performance
503
Marketing segmentation, targeting and positioning
Market research, data bases, consumer behaviour, macro and micro analysis
Promotion and advertising methods and practices
Product management and introduction
Pricing, budgeting, profitability projections
Module Outcomes
502
The key learning outcomes in this module will be the ability to understand the critical financial process in managing a successful business,
In addition the significance of daily financial management processes through to monthly and annual reporting will be learned.
Module name
Services Marketing Project
This module will comprise a major project to be undertaken as a syndicate exercise according to the module objectives.
The Project will comprise:-
a Research and preparation of documentation
b Presentation and delivery of the services marketing plan by the syndicate
Module name
Business Management
Module Duration
The time taken to complete this module will be 72 hours
Module Code
Module Purpose
601
Business Management
To define the role of the manager and to identify the characteristics of a professional and successful manager, and to demonstrate how good management practices improve business performance.
602
Industrial relations
To study the industrial relations framework in Australia today and how it is changing, evaluate the key political ideologies an their role in developing a new industrial environment for the new millennium, along with the role of unions today in the public and private sectors.
603
Creating a quality system
To be able to develop the requirements of a "Quality System" for quality accreditation, maintain the integrity of the system, and to progress to higher levels of quality.
Module Objectives
601
Determine what characterises a good manager from a poor manager.
Examine the profile of a professional manager
Determine if all good managers require the same characteristics
Define the key management skills required at various levels in an organisation.
Define managerial practices
602
Examine the industrial framework in Australia for resolving conditions for employment, pay, and industrial disputation.
To study the factors that shape the industrial environment
To define the scope of industrial relations
To study the changing face of industrial relations and the dominant issues facing unions and management
To evaluate the key political ideologies of the new millennium
To study the influences of the union movement today and in the future
603
To identify the principle requirements of a quality system
Define the operational requirements for a quality system
Establish the processes for obtaining quality accreditation
To be able to maintain the integrity of the quality system
To study the processes and systems for obtaining quality awards
Analyse the costs of attaining a higher quality level of performance vs business benefits
Module Topics
601
Managerial characteristics
Types of manager
Management functions
How managers operate
Management skills
Management skills by level in organisation
Management practices
602
Industrial relations framework in Australia today
Political ideologies and industrial relations
Unions and management - the dominant issues
Scope of industrial relations
Factors shaping the industrial environment of the new millennium
603
Understanding ISO 9000
Principles of a quality system
Operational requirements of a quality system
Quality accreditation processes
Managing a quality system
Quality awards
Cost / benefits of achieving quality standards
Industry benchmarking
Module Outcomes
601
Participants will have developed a good knowledge of management principles and their characteristics, and discover how to apply these key management roles in a dynamic environment.
602
Participants will have gained an informed view and appreciation of the industrial relations scene in Australia today and how management must be able to provide responsible and professional input to critical industrial issues.
603
In this module participants will acquire the necessary knowledge for developing a quality system, the processes for obtaining quality accreditation, and managing the quality system. In addition the ability to effectively analyse the value in establishing quality standards against expected business outcomes will be developed.
Module name
Contract Development
Module Duration
The time taken to complete this module will be 72 hours
Module Code
Module Purpose
701
Contract Development
Interpret the requirements of a contract
Develop a contract for a service industry application
702
Project Management
To understand the principles involved and the tools used in effective project management
703
Resource Planning and Development
To develop the knowledge and skills required for effective resource planning and to demonstrate the importance for creating a resource strategy and development plan for an organisation.
Module Objectives
701
To specify the key requirements of a contract
To define the coverage of a contract for a given situation
To develop a structure for a contract
To interpret the requirements of a contract and its implications
To write a contract to satisfy set conditions
702
To identify the processes involved in project management
To explain the required attributes of an effective Project Manager
To describe the Project Management tools available today
To plan and develop a project for Project Management
To explain the importance and the role of Project Management in a successful business
703
Evaluate recruiting methods and strategies
To be able to plan and forecast resource requirements
Develop a resource strategy
To understand why organisations are forced into rightsizing programs.
To identify recruitment alternatives
To plan a resource development program.
Module Topics
701
Key requirements of a contract
Contract coverage
Contract structure
Interpreting a contract
Developing a contract
702
Processes used in Project Management
Project Management tools
Project Management skills
Role of project management in a sales environment
703
Recruitment methods and strategies
Planning and forecasting resource requirements
Rightsizing programs
Recruitment alternatives
Resource development
Employment Strategies in the new millennium
Module Outcomes
701
The ability to interpret and understand contract requirements will have been developed along with the skills for preparing an agreement between two parties
702
The importance of project management in developing a professional and efficient business will be learned along with the skill sets and tools required.
703
The significance for creating a resource strategy for an organisation will be developed along with the ability to analyse an organisations requirements for resources and to be able to apply the best solutions for a given set of circumstances.
In addition participants will gain an important perspective to resource planning issues facing organisations in the new millennium.
Module name
Introduction to Environmental Management
Module Duration
The time taken to complete this module will be 72 hours
Module Code
Module Purpose
801
Introduction to Environmental Management
To establish the critical links between industry and the environment, to determine the role of management in environmental issues and to assess the implications of environmental issues with respect to industry responsibilities.
802
Managing and implementing change
To develop an understanding of the factors influencing change along with the complexities associated with managing the process of change within an organisation.
803
Managing Performance
To enable managers to apply effective performance measuring techniques to analyse the health of an organisation.
Module Objectives
801
Identify the key environmental issues of the new millennium
Define the relevant environmental legislation and regulations that can be expected to impact on the service industry
Determine industry's role and responsibilities to these laws and regulations
To analyse the responses which organisations can and should make to environmental issues.
To apply an environment management process to an environment
802
To recognise the demands for and to create awareness for change in the new millennium
To understand the processes involved in achieving the acceptance of change in an organisation.
To develop new paradigms in an organisation.
To identify strategies to overcome blockages or resistance to change
To be able to implement the required change programs in the workplace
803
Define performance and what to measure
To Identify the types of performance we need to measure.
To identify performance measuring techniques.
To determine if the measurement is a true reflection of performance.
To develop performance measures as an acceptable management tool.
Module Topics
801
Environmental issues of the new millennium
Environmental legislation and regulation.
Environmental impact statements.
The role of industry in the environment.
The role of service and the environment.
Industry being the good citizen.
Organisation values and the environment.
Business costs vs the environment.
802
Management focus for change
External factors driving change
Organisation culture and change
Skills and tools for introducing change successfully
Implementation and achievement of required change
803
Defining performance and measurement
Types of performance to measure
Performance measuring techniques
Performance measures as a management tool.
Interpreting results - misleading results
Statistics that do not reveal the facts
Testing the source of information
Methods for collecting data
Module Outcomes
801
The significance of environmental issues to industry will have been developed and in particular the role of service has in providing the necessary leadership to an organisation with respect to the environment.
802
In this module an awareness of the need for change will be developed along with the characteristics od an organisation which impact the change process.
803
The importance for gathering good reliable data will be emphasised and tested.
Performance measuring methodologies will be closely examined and analysed enabling participants to identify the need for careful interpretation of the results being considered.
Participants will also be able to recognise the consequences of decisions being made based on poor measuring techniques and /or processes or insufficient data.
Module name
Leadership in the work environment
Module Duration
The time taken to complete this module will be 68 hours
Module Code
Module Purpose
901
Leadership in the work environment
To develop the requirements for providing leadership in the workplace, to be able to apply these principals, and to identify the importance for providing quality leadership in achieving the desired business outcomes.
902
Report writing and presentation skills
To develop the necessary skills for written communication along with the professional presentation of information to both large and small audiences and in different situations.
903
Effective meeting skills
To develop a perspective for increasing productivity, efficiency and a real value from business meetings
Module Objectives
901
To define the nature and characteristics of leadership
To develop a leadership model
To be able to identify leadership styles and undertake self assessment
To identify how people are influenced in the workplace
To establish the requirements for leading a team
902
To develop an understanding of the key requirements in writing a report
To develop the art of capturing the attention of the reader and/or the audience
To explain how to structure a good report
To establish the causes of poor reports and presentations
To be able to recognise the requirements for making a professional presentation
903
To appraise the use of business meetings today
To evaluate the impact of ineffective meetings
How to plan productive meetings
To learn and understand the role of the chairperson
To develop the art of a good presentation
Module Topics
901
Leadership style and characteristics
A leadership model
Workplace influences
Leading a team
Self-assessment
Delegation and motivation
Empowerment
902
Focus on report
Reason for report
Report content
Use of attachments
What makes a good report
Establishing the message
Content of a good presentation
Information overload
Knowing your audience
Maintaining interest
Visual aids
903
Social culture of meetings
Participative management
Types of meetings
Planning a meeting
Meetings that fail
Role of the chairperson
Minutes of meetings
Media for meetings
Presenting reports
Characteristics of good meetings
Module Outcomes
901
The characteristics and style of leadership along with their effectiveness will be developed
The development of a leadership model will create the foundation for being able to apply the principals and techniques for providing good leadership.
902
At the completion of this module, participants will have acquired the skills for writing reports and making professional presentations to a range of audiences and situations
903
Participants will have identified how meetings impact on business effi8ciency and profitability and how to create a professional meeting culture and an environment achieving effective results.
Australian School of Industry & Service Management Pty Ltd
21 Diana Drive,
Blackburn, Victoria 3131 Australia
Phone: 1300 884068
Fax: 1800 352738
