ops dev learning pack
DESCRIPTION
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Operations Development
Your Personalised Learning Pack
The leadership team & I have been working closely with our L&D
colleagues to define a learning framework specific to Ops Dev. The
purpose of this framework is to outline recommended learning
that will support the development of skills across a variety of areas
to support our business as well as ensuring that everyone within
Ops Dev has the skills they need to offer an even greater service
to our customers.
We want to give you every opportunity to build on the expertise
you already have. We want you to feel empowered, we want you
to make the most of yourself and to make the most of the
learning available. Our business is built on the individual talents of
our people, everyone of them and that starts with you. We're
putting your future in your hands.....
Jimmy
Learning Zone Tips Page 3Books (GetAbstract) Page 4Leadership Excellence Page 6Coaching Excellence Page 7Giving and Receiving Feedback Page 8Leading Through Change Page 9
Coaching Page 10Influencing Page 12Building Powerful Relationships Page 13Influencing Page 14APMP 1 Day Project Management Course Page 16Presenting with Confidence Page 18Time Management Page 19Written Communication Page 20Your Business Shape the Future Page 21Basic Presentation Skills Page 17Operations Management and the Organization Page 22Personal Excellence Page 23
Learning Zone –Your One Stop Shop for
DevelopmentLearning Zone contains a wealth of resources for everyone to access. You can register interest in
face to face courses, access development tools to further your career, launch state of the art
system training, book yourself onto courses and leaders can also assign training to their direct
reports! We‟ve put together this course catalogue to share some of our most popular offerings so
you can see a snapshot of what‟s available, whether you‟re a leader looking to support you‟re team
or an individual hungry to develop, there‟s something for everyone!
Learning Zone –Your Learning Journey starts here!The following pages contain a list of recommended learning to support you on your development
journey . The key to accessing them is Learning Zone, where you‟ll find a wide range of development
opportunities at your finger tips.
We‟ve grouped together the recommended learning for any role in Operations Development into
different areas covering:
Leadership
Business Partnering
Business Skills
So whether it‟s a face to face course, eLearning or a recommended book summary your development
starts with Learning Zone (And don‟t forget, you can access all of this from outside the RSA network
24/7, simply head on over to rsagroup.csod.com from any internet enabled device)
Registering Interest / Booking a place on
a face to face course1) Check out the course descriptions in the the
following pages. Log onto Learning Zone, review the
course objectives and discuss with your line manager
to understand which learning will be suitable for you.
2) Register your interest or book your place on a
session:
Log onto Learning Zone search for your topic name.
Click on the name of the event. Register your
interest by clicking “notify me when sessions are
scheduled”, or if there are sessions available then
click request.
3) If you have registered your interest watch out for
dates and locations for a suitable course– you can
then book your place on learning zone. If you‟ve
already requested a place on a course and your
leader has approved it, fantastic, wait for your joining
instructions and be sure to complete the pre course
learning as you‟ll not be able to attend the face to
face session if not!
Operations Development
Your Personalised Learning Pack
Leading the way with Learning Zone
Did you know that leaders with direct reports
can assign learning to team members? If you
wish to assign training to one of your direct
reports simply locate the training within
Learning Zone by using the search functionality.
Instead of clicking “Request” for yourself you
can click the “Assign” button and select a
member of your team to assign the training to,
this training will then appear within their
Learning Zone record, Easy!
Check out the “Learning Zone – Leading the
Way” online course to learn about all the
leader functionality that is in your hands within
Learning Zone!
By the BookTake a look at getAbstract, a way of getting hold of quick abstracts of leading business writing,
without saddling yourself with having to read a whole business book. It‟s the world‟s biggest
library of business book summaries, intelligently compressed into 5-page summaries. There are
already 9,000 summaries on 12 key topics, with more added each month.
And, using Learning Zone, you can now download the abstracts to your desktop, laptop, kindle,
tablet, mobile or other e-reader free of charge and read them whenever, however, and as many
times as you want.
Here‟s a list of recommended abstracts you can get now:
• The Art of Negotiation – How to improvise agreement in a chaotic world
• Leadership Conversations – Challenging high-potential managers to become great leaders
• Influencer – The power to change
• Project Management Jump Start - How to manage a project from initiation through
implementation, all the way to closing the books
•Customer as Partners – Building relationships that last
•The Trusted Advisor Fieldbook – A comprehensive toolkit for leading with trust
•The DNA of Customer Experience – What creating a great customer experience can do for
your company
You can download them at any time just by logging into Learning Zone and following the
getAbstract link.
Operations Development
Your Personalised Learning Pack
4
Explore All Your Options - LeadershipThe following pages contain recommended learning to develop your
leadership skills. We‟re here to support you every step of the way;
helping you pick the perfect mix of skills to achieve your personal goals.
Get in the Learning Zone at rsagroup.csod.com and together we can be
our best.
Leadership Excellence Leadership is a mindset not a job title. We are all leaders now. It is the only way to handle
tremendous change as the norm. This programme has the primary objectives of equipping Leaders
who (Importantly) have attended Personal Excellence previously themselves to develop Personal
Excellence thinking, knowledge and behaviours in their people thereby ensuring the key messages
and practical application of the Personal Excellence Programme is embedded across the organisation.
What is the structure of the
training?
1. You must have attended the Personal Excellence
course before you can register for this course
2. Face to face workshop (2 days)
This programme encourages and enables leaders to...
•Improve their ability to develop Personal Excellence thinking, knowledge and behaviours in their people: one of handling change, taking ownership, raising standards and being innovative
Want to know more?
• Discuss with your Line Manager and agree if this learning would be useful for your development
• Register your interest or book onto an available course via Learning Zone. Search for “Coaching Excellence” (If you‟re viewing the online version of this catalogue click HERE)
“Very engaging & thought provoking. Shows how
simple changes to approach and use of language
can promote excellent results. This fits very well
with the RSA culture of empowerment,
'Leadership is an opportunity, not a job title' To
keep the learning fresh, subscribing to Nicholas'
blog has been very helpful, although I am unable
to get to it in work.”
“ Excellent session that gave
me the tools to deliver
excellent leadership.”
Operations Development
Your Personalised Learning Pack
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Coaching Excellence This 2 day workshop is designed to ensure our leaders are passionate about coaching and are
equipped to develop their people. It covers what is coaching, mentoring and training, COACh Model,
Coaching Behaviour Matrix, Developing Coaching Questions, and Behaviour Analysis.
What is the structure of the
training?
1. Pre-coursework
2. Face to face workshop (2 days)
By the end of the course the leader will be able to...
•Explore and understand what drives behaviour
•Link in evalu8d caoching tools to current applications e.g. Performance, development, quality
•Learn leading edge coaching skills
•Identify what, when and how to coach
•Practice coaching skills are receive feedback on individual style.
Want to know more?
• Discuss with your Line Manager and agree if this learning would be useful for your development
• Register your interest or book onto an available course via Learning Zone. Search for “Coaching Excellence” (If you‟re viewing the online version of this catalogue click HERE)
“We used real and live
situations in the workshop
and so promising solutions to
challenges were proposed”
“Interactive and got you
thinking in different ways to
what i would have done prior
to attending”
Operations Development
Your Personalised Learning Pack
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Brilliant Bites – Giving and Receiving FeedbackBrilliant Bites are practical, interactive and engaging bite size learning for all through a 90 minute
face to face session, supported by pre and post course learning.
Bite-size learning for anyone looking to develop the fundamental skills of giving and receiving
feedback and increase their confidence in feedback situations.
How long is the learning?
1. Pre course learning -20minutes
2. Face to face session - 90 minutes
3. Post course learning - 15 minutes
By the end of this programme, you will be able to…
•Explain what effective, good and
constructive feedback is
•Identify tips and tools to support
giving and receiving feedback
•Prepare for all your feedback
scenarios
•Practice the theory using real play
•Gain and share hints, tips and
ideas to enhance future feedback
situations
•Take action to enhance your
future feedback situations
Want to know more?
• Discuss with your Line Manager and agree if this learning would be useful for your development
• Register your interest or book onto an available course via Learning Zone. Search for “Brilliant Bites” or “Giving and Receiving Feedback” (If you‟re viewing the online version of this catalogue click HERE)
Operations Development
Your Personalised Learning Pack
8
Leading Through Change This 1 day session will give you tools and techniques to not only lead your people
through a changing landscape, but also help you see the opportunity and make the
best of it!
What is the structure of the
training?1. Pre course learning to be completed before
your face to face session
2. Face to face session (1 day)
This programme will enable you to…
•Understand that change can be messy and that
everyone is probably in a different place
•Understand the impact of change on individuals
and organisations
•Learn and appreciate the drivers of change
•Explore current changes and associated impact
within their areas
•Explore the emotional states associated with
change
•Recognise that it is the transition through
change that causes the challenges
•Learn techniques to lead people successfully
through the different phases of change
Want to know more?
• Discuss with your Line Manager and agree if this learning would be useful for your development
• Register your interest or book onto an available course via Learning Zone. Search for “Leading Through Change” (If you‟re viewing the online version of this catalogue click HERE)
Operations Development
Your Personalised Learning Pack
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Brilliant Bites – CoachingBrilliant Bites are practical, interactive and engaging bite size learning for all through a 90 minute face to face
session, supported by pre and post course learning.
Brilliant Bites – Coaching allows you to develop your fundamental skills of coaching and increase your
confidence in coaching situations
How long is the learning?
1. Pre course learning - 25 minutes
2. Face to face session - 90 minutes
3. Post course learning -15 minutes
By the end of this programme, you will be able to…
• Gain and share hints, tips and ideas to
enhance coaching situations through
consolidation of pre course learning
• Identify the effectiveness of your
listening skills
• Practice using the CoaCh Model and
gain feedback
•Take action to enhance all future
coaching situations
Want to know more?
• Discuss with your Line Manager and agree if this learning would be useful for your development
• Register your interest or book onto an available course via Learning Zone. Search for “Brilliant Bites” or “Coaching” (If you‟re viewing the online version of this catalogue click HERE)
Operations Development
Your Personalised Learning Pack
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Get in the zone – Business PartneringThe following pages contain recommended learning to develop your
business partnering skills. We‟re here to support you every step of
the way; all of the recommended learning is available in one location...
Get in the Learning Zone at rsagroup.csod.com
and together we can be our best.
Brilliant Bites – InfluencingBrilliant Bites are practical, interactive and engaging bite size learning for all through a 90 minute face to face
session, supported by pre and post course learning.
Bite-size learning for anyone looking to enhance their influencing and stakeholder management skills
How long is the learning?1. Pre course learning - 30 minutes
2. Face to face session - 60 minutes
3. Post course learning - 10 minutes
By the end of this programme, you will be able to…
•Assess your influencing skills to help
identify strengths and areas to develop
•Explain what influencing is and the
benefits and identify skills and tactics
used to influence
stakeholders
•Identify who to influence and steps to
take to unblock
•Utilise the tools to create an
influencing toolkit
•Consolidated in practical application
using a real business scenario
Want to know more?
• Discuss with your Line Manager and agree if this learning would be useful for your development
• Register your interest or book onto an available course via Learning Zone. Search for “Brilliant Bites” or “Influencing” (If you‟re viewing the online version of this catalogue click HERE)
Operations Development
Your Personalised Learning Pack
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Building Powerful Relationships This is stakeholder management at the next level - a 1 day course that‟s great for anyone who manages
multiple internal or external relationships.
What is the structure of the
training?1. Pre course learning to be completed before
your face to face session
2. Face to face session (1 day)
By the end of this programme, you will be able to…
Learn how to pro-actively manage relationships with their stakeholders by analysing key areas
•Discuss the definition of a stakeholder, what they need and
create actions to satisfy those needs
•Build and develop specific action plans to influence back in the
workplace
•Analyse existing stakeholders to measure the current
relationship
•Learn how to prioritise existing stakeholders and decide which
ones to give a higher degree of focus
•Discuss how to use a decision making process with their own
stakeholders to increase perception and credibility
•Identify 'gatekeepers' connected to each stakeholder
•Review current stakeholders to know how and where to focus
efforts in order to optimise relationship and address barriers to
progress
•Actively demonstrate how tools will be applied back in the
workplace
•Make a commitment to use what they have learned back in the
workplace
Want to know more?
• Discuss with your Line Manager and agree if this learning would be useful for your development
• Register your interest or book onto an available course via Learning Zone. Search for “Building Powerful Relationships” (If you‟re viewing the online version of this catalogue click HERE)
Operations Development
Your Personalised Learning Pack
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Influencing – Make it Happen This 2 day workshop will give you tools and techniques for maximising your
influence on people and situations, with loads of practical application to help
improve your skills.
What is the structure of the
training?1. Pre course learning to be completed before your face
to face session
2. Face to face session (2 days)
This programme will enable you to…
•Learn how to increase personal credibility through controlling behaviour
•Make a commitment to use what they have learned back in the workplace
•Actively demonstrate how tools will be applied
back in the workplace
•Discuss what is and is not assertiveness, how it
works, learn techniques to become more
assertive and create an action plan.
•Learn the 14 verbal behaviours used in
communication, what they do, and have scientific,
as well as observed, feedback regarding their
verbal behaviours.
•Discover a technique for presenting their
argument & practise it.
•Understand how demonstrated empathy and
listening will affect their ability to influence and
have a opportunity to practise it
Want to know more?
• Discuss with your Line Manager and agree if this learning would be useful for your development
• Register your interest or book onto an available course via Learning Zone. Search for “Influencing : Make it Happen” (If you‟re viewing the online version of this catalogue click HERE)
Operations Development
Your Personalised Learning Pack
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Navigate the business world – Business SkillsThe following pages contain recommended learning to develop your business skills.
We‟re here to support you every step of the way; Get in the Learning Zone at
rsagroup.csod.com and together we can be our best.
APMP 1 Day Project Management Course This 1 day course is ideal for those that manage small scale projects within their business area, or
maybe own a workstream within a larger program. It will give you some basic fundamental principles
that will help you manage your projects better.
What is the structure of the
training?1. Pre course learning to be completed before your
face to face session
2. Face to face session (1 day)
By the end of this programme, you will be able to…
•Effectively plan, monitor and control small projects
•Develop an appreciation of the tools and techniques available to them to help you deliver projects and Business as usual work
•Relate the tools and techniques available to projects/business plans you are currently working on and apply these effectively after the workshop
•Use a toolkit that can be tailored as appropriate depending on the size and scale of work
•Give an understanding of how you may contribute to larger and more formal projects
•Give information on where further information and advice on project management may be found within RSA.
Want to know more?
• Discuss with your Line Manager and agree if this learning would be useful for your development
• Register your interest or book onto an available course via Learning Zone. Search for “APMP 1 Day Project Management” (If you‟re viewing the online version of this catalogue click HERE)
Operations Development
Your Personalised Learning Pack
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Basic Presentation SkillsEven the most seasoned public speakers can experience nerves before a major presentation. The successful
ones, however, have learned how to make those nerves work for them. Positive concern about the impact of
a presentation can spur presenters to raise their game, enabling them to get the desired results. Excellence in
presentation can be achieved when the standard of your delivery matches the quality of your content. We
have 3 recommended eLearning courses designed to help you successfully plan, create and deliver a
presentation.
What is the structure of the
training?There are 3 separate eLearning Modules:
•Basic Presentation Skills: Planning a Presentation
(1 hour)
•Basic Presentation Skills: Creating a Presentation
(1 hour)
•Basic Presentation Skills: Delivering a Presentation
(1 hour)
By the end of the 3 modules you will have covered how to...
•Identify the audience for a presentation
•Organise ideas for a presentation
•Select a presentation method
•Write a presentation
•Select presentation aids
•Rehearse your presentation
•Stage a successful presentation
•Control presentation nerves
•Handle audience questions
Want to know more?
• Search for “Basic Presentation Skills” (If you‟re viewing the online version of this catalogue click HERE to locate the courses in Learning Zone) and complete at your own pace.
Operations Development
Your Personalised Learning Pack
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Brilliant Bites – Presenting with ConfidenceBrilliant Bites are practical, interactive and engaging bite size learning for all through a 90 minute face to
face session, supported by pre and post course learning.
Brilliant Bites – Presenting with confidence is for anyone looking to improve their presentation skills
and to develop the skills and confidence required to deliver effective presentations
How long is the learning?
1. Pre course learning -20minutes
2. Face to face session - 90 minutes
3. Post course learning - 15 minutes
By the end of this programme, you will be able to…
• Accurately list the three main steps to giving a
presentation
•Apply hints and tips provided to help to
overcome nerves
•Correctly explain the main factors of
communication when interacting face to face with
people
•Deliver your chosen presentation in a safe
environment and gather feedback on your
performance
•Observe other learners deliver their
presentations and provide feedback
•Share hints, tips and ideas to enhance future
presentations
Want to know more?
• Discuss with your Line Manager and agree if this learning would be useful for your development
• Register your interest or book onto an available course via Learning Zone. Search for “Brilliant Bites” or “Presenting with confidence” (If you‟re viewing the online version of this catalogue click HERE)
Operations Development
Your Personalised Learning Pack
18
Brilliant Bites –Time ManagementBrilliant Bites are practical, interactive and engaging bite size learning for all through a 90 minute face to face
session, supported by pre and post course learning.
Brilliant Bites – Time Management is for anyone looking to maximise their time management effectiveness
and make the most of their time
How long is the learning?1. Pre course learning - 30minutes
2. Face to face session - 60 minutes
3. Post course learning - 10 minutes
By the end of this programme, you will be able to…
• Explain what time management is
•Consider how much my time costs at work
•Identify which tasks are important and/or urgent
•Complete the time management activity log
•Complete the time management questions
exercise
•Explain what effective time management means
•Describe the benefits of effective time
management
•Share and review your time management pre
course results
•Explain 10 key principles for effective time
management
•Take action to ensure effective time management
Want to know more?
• Discuss with your Line Manager and agree if this learning would be useful for your development
• Register your interest or book onto an available course via Learning Zone. Search for “Brilliant Bites” or “Time Management” (If you‟re viewing the online version of this catalogue click HERE)
Operations Development
Your Personalised Learning Pack
19
Brilliant Bites – Written CommunicationBrilliant Bites are practical, interactive and engaging bite size learning for all through a 90 minute face to face
session, supported by pre and post course learning.
Brilliant Bites – Written Communication is for anyone looking to enhance their written communications for
maximum impact
How long is the learning?1. Pre course learning - 20 minutes
2. Face to face session - 60 minutes
3. Post course learning - 10 minutes
By the end of this programme, you will be able to…
•Explain an effective three step process
for writing business letters
•Effectively plan the letter before you
start writing
•Structure the letter to achieve
maximum impact
•Write the content in the most
effective way
•Effectively review your letters
•Structure your business letters and e-
mails
•Take action to maximise all your
written communications
Want to know more?
• Discuss with your Line Manager and agree if this learning would be useful for your development
• Register your interest or book onto an available course via Learning Zone. Search for “Brilliant Bites” or “Written Communication” (If you‟re viewing the online version of this catalogue click HERE)
Operations Development
Your Personalised Learning Pack
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Your Business: Shape The FutureEver wanted to be more of a strategic thinker? Or understand where you „fit‟ in the
bigger picture? This 1 day course might be just what you need!
What is the structure of the
training?1. Pre course learning to be completed before
your face to face session
2. Face to face session (1 day)
By the end of this programme, you will be able to…
•Talk about a range of tools to understand and influence strategic direction
•Apply these tools to their part of the business to generate new ideas that will improve productivity
•Hold strategic conversations about the future of the business and their role in order to make things happen
•Use tools to compare themselves against competing businesses, functions, etc. in order to help become „Best in Class‟
•Actively demonstrate how tools will be applied back in the workplace
•Make a commitment to use what they have learned back in the workplace
Want to know more?
• Discuss with your Line Manager and agree if this learning would be useful for your development
• Register your interest or book onto an available course via Learning Zone. Search for “Your Business: Shape the Future” (If you‟re viewing the online version of this catalogue click HERE)
Operations Development
Your Personalised Learning Pack
21
Operations Management and the OrganizationOperations management plays a vital role in producing and delivering goods and services to customers. It
involves designing, planning, directing, and controlling the organization's resources and processes required
to transform capital, skills, and materials into products and services. It is important that any operations
strategy be aligned with the overall organizational business strategy for its success
How long is the learning?
1. Single eLearning course (1 hour)
By the end of this programme, you will be able to…
•Explain the key functions of
operations management
•Describe organisational and
operations strategy
•Categorise different types of
transformation
Want to know more?
•Search for “Operations Management and the organization” (If you‟re viewing the online version of this catalogue click HERE) and complete at your own pace.
Operations Development
Your Personalised Learning Pack
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Personal Excellence This course is a fascinating look at personal belief, behaviour and performance, brought to life
through inspiring stories, experienced insight and lots of practical application. It‟s hard hitting,
interesting and also thoroughly enjoyable. If you‟re looking for ways to enhance your performance
and achieve more, both in and out of work, don‟t miss this great 2 day course.
What is the structure of the
training?
1. Face to face session (2 days)
During this programme you will cover six key themes:
The New World of Work - what it means and how it is here to stay
Mindset drives behaviour, which drives results -what you can do develop a more resourceful mindset
There's never enough time - accept this and develop focus management rather than time management
Dealing with people in a win-win way - especially when busy and/or stressed
Life-long learning - how to develop your skill set with accelerated learning strategies
Set your Personal Compass - getting clear on where you want to go and how you want to get there
Want to know more?
• Discuss with your Line Manager and agree if this learning would be useful for your development
• Register your interest or book onto an available course via Learning Zone. Search for “Personal Excellence” (If you‟re viewing the online version of this catalogue click HERE)
23
Operations Development
Your Personalised Learning Pack
Make Winning MovesThe thing about your future is that it‟s just that – yours. So, whatever you
want to achieve in one, three, five years‟ time, the smart move is to get
started right here, right now.
Get in the Learning Zone at rsagroup.csod.com and together we can be
our best.