Total Hours of Learning

Learning Outcomes

• Apply customer service principles and systems required in a management role;
• Manage and supervise operational activities at the place of work;
• Manage and supervise human resources to carry out functional operations effectively at the place of work;
• Principles of management in customer service – leadership styles, customer satisfaction, financial considerations, standard operating procedures;
• Underpinning principles of relationship between training, experience and performance;
• Categorise main types of operations found within the workplace environment;
• Human resource management principles – roles and responsibilities, team management, resource planning and requirements, evaluation techniques.

Accreditation and MQF level

The accreditation status of this programme is a Higher Education Programme. A CPD Award accredited with 2 ECTS credits (MQF Level 5) by the Malta Further & Higher Education Authority (MFHEA), the Award in Supervisory & Management Skills will be presented to delegates who successfully attend all modules and obtain a minimum pass in the relative assessment (Assignment).

Course Dates & Duration

Please note that as per terms and conditions, LEAD Training Services reserves the right to alter course dates, times and venue in exceptional circumstances beyond its control.

A 10-15 minute break will be allowed every hour during which students can also take this opportunity to submit further questions or comments to the trainer.

Entry requirements

Minimum of 2 A Levels and 5 O levels OR a minimum of 3 years’ experience working within office administration (private or public) organisation. No academic entry requirements are required for persons of 23 years of age or more.

Course Delivery Mode – Live Webinars

This course will be delivered via live online webinars.  The course trainers will be visible on screen via a professional webinar platform through which students can follow the trainer presenting live whilst also using a powerpoint presentation and sharing other resources as necessary.  Students will be able to interact with the trainer by sending questions or comments through the same webinar platform.  Our student support team will assist all students with simple instructions on how to access the webinar online.  A support line will also be made available to communicate with a student support officer in case of technical difficulties encountered during the live webinar.

Trainers will also dedicate very regular Q & A times during the webinar to ensure all students can have the chance to ask questions and reach the intended learning objectives.  The email and contact details of the trainer will also be made available in case students would wish to get in touch with the trainer throughout the course period.

Method of Assessment

At the end of the course, students will be presented with an assignment to be completed at home. The word count for the assignment is 1,500 words. Students need to submit the assignment as per the submission date on the assignment questions document provided.

Grading: The assignment questions will be corrected and students must achieve a pass mark of at least 50 marks, in order to be given a certification.

Trainer

Mr. Stefan Gauci Scicluna

Stefan Gauci Scicluna is a management trainer and senioroperations management professional with extensive experience across strategy, finance, supply chain, and organisational performance. Stefan has been lecturing since 2013 across multiple institutions, delivering practical modules in Supervisory Skills, Operations Management, Project Management, Supply Chain, and Financial Management, while also supervising dissertations up to Master’s level. He is also doing his Doctoral studies about learning organisations and performance management. Alongside education, he has led complex operations and large-scale projects in property and international trade, managing stakeholders, teams, and performance systems across Malta and the UK. His training style is structured, engaging, and workplace-focused, equipping learners with real tools to lead, communicate, and deliver results.

Testimonials

• Overall, a very informative course. The trainer explained concepts clearly and encouraged participation, which helped reinforce learning.
  S.Chetcuti, 2026

LEAD Training Services is a Higher Education Institute, licenced by the Malta Further and Higher Education Authority (MFHEA), having licence number 2013-FHI-021.