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

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 Duration

This course is made up of 2 half-day sessions.

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.

Trainer

Mr. David Dingli

Managing Consultant of Resource Productivity Consulting Services, (R.P.C.S.) and Assistant Professor with Maastricht School of Management, the Netherlands. His consulting practice specializes in strategic development and productivity improvement programs. David has consulted & provided training in private manufacturing & service organizations as well as Government bodies in areas that include: Strategic Business Planning, Efficiency improvement programs, process planning & re-engineering, work measurement, quality management (He is an ISO9000 internal auditor), and human resource development.

He has consulted in the pharmaceutical, medical products, furniture, metal, bottling, food, clothing, electronics, fiberglass, printing, postal, accounting, retail, medical, ship repair, recycling and real estate industries. He is also the HR executive at Dhalia Real Estate Services Ltd.

His international experience over the last 19 years reaches out to 29 countries, in Europe, Africa, Asia and South America lecturing at MBA level on topics like Entrepreneurship & Innovation, Strategy, Operations Management and Supply Chain Management.

Throughout his career he has delivered lectures and corporate training to over 5000 managers from more than 50 countries.