Strategic Management (6N4207)

1. Examine key strategic management theory and concepts.
2. Critically evaluate the role and value of strategic planning and management to an organisation.
3. Research approaches to and process of strategic planning, strategy formulation and implementation within a range of organisation contexts.
4. Identify strategic control systems and processes used to monitor the implementation of strategy.
5. Evaluate the relationship between organisation and structure and the key aspects of the ‘structure follows-strategy’ debate.
6. Differentiate between business level and functional level strategy.
7. Examine the key terminology associated with strategic management planning.
8. Conduct strategic analysis of markets and resources.
9. Formulate strategy for a specific organisation or scenario to include identification of planning and control processes.
10. Appraise strategy implementation and monitoring within a specific organisation context.

Business Management (6N4310)

1. Explore a range of organisations to include different organisation types, purpose, mission, vision and objectives and structures.
2. Investigate the internal environment of an organisation to include a SWOT analysis (Strengths Weaknesses Opportunities Threats).
3. Analyse the impact of a range of external factors on an organisation to include a PEST analysis (Political Economic Social Technological).
4. Examine the need to and various ways that organisations adapt to and manage change.
5. Explore the role of management within an organisation to include planning, organising , motivating, monitoring, review and control.
6. Evaluate a range of business management techniques and tools for planning, management control and measuring performance within a business organisation to include budgetary and none budgetary forms of control and performance indicators.
7. Examine the difference between management and leadership and the impact of different management and leadership styles on group and individual performance within an organisation.
8. Appraise the role of human resources function and the human resource tools and techniques used to recruit, select and appraise employees and resolve conflict within an organisation.
9. Design a procedure for a management process within an organisation.
10. Design an appropriate workflow system for a business related task to include documentation of the process, identification of responsibilities and expected outputs.
11. Compile a report on a management process to include a review and evaluation of the process.
12. Evaluate the performance of an individual or group within an organisation to include objectives and performance indicators.

Leadership (6N2191)

1. Analyse the evolving role of leadership over time, to include current and past examples of good leadership and its impact on the turn of events.
2. Evaluate leadership styles and approaches in a range of public and private contexts, to include leadership dilemmas, the need for leadership in all aspects of life, and the impact of personal and public ethics, morals and values.
3. Draw up a personal leadership plan for a task, project or job, to include strengths and areas for improvement.
4. Demonstrate effective communication skills, to include oral presentations, listening skills, making suggestions and giving feedback, written documents and correspondence.
5. Demonstrate problem-solving skills, to include strategic analysis of issues or problems, action plans, execution of plans, and evaluation of outcomes.
6. Manage projects and tasks, to include working with a team on a practical project or task that results in effective team performance.
7. Handle group dynamics, to include facilitating the different roles that people play, conflict resolution, interacting with people who have diverse views and styles, teamwork and motivating others.
8. Conduct meetings efficiently, to include use of appropriate meeting etiquette, procedures and processes in a particular public, private or voluntary context.
9. Demonstrate leadership skills in a chosen environment, to include reflection on personal experience and progress. 

Managing People (6N3945)

1. Evaluate the professional role and function of leadership in the context of a management role to include the importance of maintaining professionalism, supervisory management styles and reflective practice using a self-evaluation audit.
2. Appraise the impact of different styles of leadership, motivational theory and its impact on staff and the importance of good working relationships at all levels in the organisation.
3. Research the main provisions of Legislation, such as Employment Legislation, Health Acts and European Union Directives.
4. Examine the impact that culture, attitudes and values have on work practice such as, diversity issues, client confidentiality policies, patient charter and rights.
5. Support the diversity of the social, cultural and linguistic backgrounds of internal and external stakeholders.
6. Manage underperformance and deviation from agreed standards in a manner that achieves an agreed positive outcome.
7. Perform effectively and fairly as a team member in a supervisory management role, recognising the importance of being a positive role model.
8. Utilise networks and agencies in a proactive way to achieve tasks and solve problems within a multidisciplinary framework.
9. Address skills and motivation deficits amongst staff through strategies such as, skills audits, clear attainable goal setting, support for continuous professional development, team building exercises and enhancement of individuals self-esteem.
10. Organise a partnership approach to engagement with stakeholders such as professionals, networks and agencies that support the supervisory role and with trade union officials to enable the timely and constructive resolution of problems.
11. Utilise a range of appropriate communications styles and methods to provide management to staff and staff to management feedback in a culture that. promotes engagement
12. Lead through effective delegation and acting as a conduit from staff to the upper management levels.

Team Leadership (6N1948)

1. Research the elements and stages of team development, to include different kinds of teams, a multi-team environment, the characteristics of an effective team and the need for different roles for individuals.
2. Evaluate the concepts of leadership and management, different leadership and management styles and the principal theories that underpin these, to include leadership in different contexts and environments such as mentoring, coaching, project management, the learning organisation and the debate over leadership versus management.
3. Participate in organisational planning and in teamwork planning, to include setting specific, measurable, attainable, relevant and time-bound (SMART) objectives, ongoing monitoring of progress, and evaluation.
4. Distinguish between organisational strategy, objectives and goals.
5. Evaluate a range of current motivation theories and practical strategies to enhance motivation in teams.
6. Demonstrate team leadership, to include team building, supporting team members at different stages of team development, motivation strategies, interpersonal communications, time and meeting management and use of inter- and intra-team reporting structures.
7. Negotiate a plan or project with team members, to include effective delegation of tasks and responsibilities.
8. Lead progress on a work plan, to include taking corrective action to ensure successful completion of the plan, ongoing monitoring of progress, and evaluation.

Project Management (6N4090)

1. Examine the key principles and concepts underpinning project management theory and practice.
2. Investigate a range of approaches to project management to include specific tools and techniques used to plan, cost and manage a project.
3. Communicate project management planning operations using a variety of information channels.
4. Examine monitoring and evaluation techniques for a project.
5. Apply appropriate controls and evaluation techniques to achieve project aims and objectives.
6. Formulate a project management proposal by establishing rationale based on valid needs analysis.
7. Devise a risk analysis for a project to include the preparation of a contingency plan.
8. Evaluate the methodology and process of a selected project.
9. Utilise financial planning and budget models within the context of managing a project.
10. Manage a project taking corrective action where necessary to meet agreed goals.

Lean Manufacturing Tools (Six Sigma) (5N5407)

1. Discuss lean thinking to include the five lean principles, the seven wastes and the key differences between lean manufacturing and mass production.
2. Explore the benefits of good workplace organisation, the five steps (5S) of workplace organisation, sorting, straightening, sweeping, standardising and sustaining of practice and appropriate visual control systems.
3. Examine a basic Total Productive Maintenance (TPM) system and its benefits.
4. Analyse the elements of the Overall Equipment Effectiveness (OEE) metric.
5. Explore improvement cycles to include appropriate improvement tools, the differences between root causes, direct causes and contributing causes, appropriate corrective and preventive actions and the differences between incremental and breakthrough improvement.
6. Discuss the benefits of a timed delivery route and the four stages of the Single-Minute Exchange of Die (SMED) technique.
7. Summarise the elements of standard work.
8. Discuss quality, mistake-proofing and line layout to include the interaction between quality and lean manufacturing and appropriate mistake-proofing devices and line layout.
9. Construct a problem definition and Specific, Measurable, Attainable, Relevant and Timescale (SMART) objectives.
10. Recommend an appropriate Kanban system.
11. Calculate the number of Kanban cards required.
12. Reduce changeover time using Single-Minute Exchange of Die (SMED).
13. Configure standard work for minimum use of labour, materials and equipment.
14. Identify appropriate situations, goals and team members for a Kaizen event.
15. Analyse the value-added and non-value-added activities in their own organisations.
16. Conduct process observation to determine element cycle times.
17. Employ value stream mapping to include the current status using a current state map and a future state map, describing desired improvements.

Customer Service (6N0697)

1. Examine the principles of customer service within a range of environments.
2. Identify the key features of good customer service, to include distinguishing between different kinds of customers, making a good first impression, meeting customer needs, catering for diversity and disability, understanding and responding to customer perceptions.
3. Explain the standards or rating system by which customer service is developed and measured in an industry-specific area.
4. Identify, for a vocationally-specific area, key elements of consumer legislation and the functions of associated regulatory organisations providing customer protection, representation and redress.
5. Explain how customer service enhances organisational effectiveness and success, to include practical examples of organisations with good customer care.
6. Describe how customer perceptions can be influenced, to include elements such as the physical environment, printed materials, the personal presentation and conduct of a customer contact person.
7. Apply the personal skills, qualities and attitudes required to perform effectively when dealing with customers, to include active listening skills, positive body language and observation of customer behaviour.
8. Use appropriate communication technologies to include, telephone, audio visual, conferencing, email and other interactive media in a range of customer service situations.
9. Use written and verbal skills to include appropriate style, language and tone.
10. Handle a range of correspondence and records providing a service to the customer, to include orders, invoices, payments, and correspondence made both in writing and electronically.
11. Respond to customer complaints and compliments in accordance with organisational policy.
12. Handle a range of challenging situations, to include late and unexpected arrivals, customer errors, difficult customers, changing environments.
13. Demonstrate team or group work in providing customer care, to include allocation of roles and responsibilities, good communication and feedback, awareness of personal strengths and weaknesses when dealing with customers.

Mediation (6N4910)

1. Assess the values and ethics underpinning mediation to include empowerment, mutual respect and equity of exchange.
2. Appraise the psychology and behaviours which produce constructive or destructive outcomes resulting from situations of conflict.
3. Assess the relationship between mediation and the law in a range of contexts and jurisdictions, and the roles of party autonomy, mediator authority and power and the protection of a fair process in mediation.
4. Appraise a range of structural arrangements that can frame the mediation process to include co- mediation and shuttle mediation.
5. Evaluate the differences between mediation and other forms of conflict/dispute resolution.
6. Assess the importance of confidentiality, impartiality and non-verbal communication skills in mediation.
7. Appraise the nature of compassion fatigue and how it affects effective practice in mediation.
8. Choose the most appropriate mediation model for a particular context.
9. Identify a list of skills and behaviours which help build rapport.
10. Utilise a range of mediation skills and techniques to include rapport-building, listening, personal negotiation skills and responses to difficult behaviour.
11. Diagnose own strengths and weaknesses as a mediator to include how they are affected by their own prejudices and responses to stereotypes.
12. Record all elements of the mediation process in an accurate format.
13. Apply theory to the development of effective mediation practice.
14. Evaluate the stages of the mediation process and the benefits of mediation for each of the stakeholders engaged with the process.
15. Assess a range of contexts for mediation practice including family mediation, organisational and workplace mediation, community mediation, commercial and civil mediation, peer mediation and restorative justice.
16. Manage emotional reactions in a conflict situation.
17. Evaluate current relevant legislation in terms of information and data management, rights and responsibilities and the criteria required to construct a written agreement.

Event Management (6N4800)

1. Identify the essential components of an event’s plan to include feasibility studies, client’s objectives, profile of event audiences, event budget, event programme, publicity plan, health and safety statement, risk assessment and monitoring and evaluation techniques.
2. Outline current planning, fire, safety and insurance regulations in respect of venues and public spaces.
3. Outline all promotional elements, specific tools and media vehicles available to an event manager.
4. Outline the key elements of an event contract.
5. Identify the specific resource, planning and promotional requirements for different types of events.
6. Outline current employment legislation requirements for recruiting, training and maintaining staff in the event management sector.
7. Implement project management skills in the design, planning and evaluation of an event.
8. Demonstrate effective staff supervisory skills.
9. Demonstrate effective negotiation skills in organising and managing an event.
10. Demonstrate effective event presentation format skills.
11. Design promotional tools for an event.
12. Formulate an event contract.
13. Produce an event plan document to include health and safety statement , venue floor plans, event presentation format, logistics checklist , guest lists, crowd management plan, rehearsal schedules, event running order, registration and admission plan and evaluation plans.
14. Manage an event or some specific aspect of an event ensuring appropriate supervision of staff and resource allocation.
15. Evaluate the event to include an evaluation costs, budget and resource allocations.

Business Development Sales (6N4106)

1. Evaluate new customer opportunities via market research techniques.
2. Select appropriate strategies for entering overseas or new markets to include direct, agency, distributor, strategic alliances or joint venture.
3. Appraise key marketing principles and develop communication plans to attract new customers.
4. Evaluate the principles of account development and management to include how successful organisations align themselves to support key accounts.
5. Investigate the national framework for state support in promoting new business start-ups and micro enterprises.
6. Examine business-to-business selling, negotiating, and proposal strategies.
7. Apply market segmentation theories to gain a better understanding of customers.
8. Identify key target contact personnel within customer groups via customer profiling to include their motivation to purchase.
9. Devise and structure a customer focused sales call.
10. Create a customer loyalty scheme or plan.
11. Create plans and strategies to develop and grow a business.

Training Needs Identification and Design (6N3325)

1. Examine the internal and external environmental factors influencing training and development requirements.
2. Differentiate between the concepts of learning, training, development and education.
3. Examine the impact of organisation strategy, policy, vision and mission on training and development.
4. Examine the purpose of training and development in an organisational and or individual setting.
5. Outline the benefits of training needs analysis at an organisation and or individual level.
6. Assess a range of approaches and techniques to conduct a training needs analysis.
7. Outline the stages in conducting a training needs analysis.
8. Assess a range of Instructional System Design (ISD) models.
9. Apply a comprehensive range of specialised skills and tools in identifying the barriers to training and attitudes to training in an organisation.
10. Devise a training plan based on prioritised training needs to include a cost benefit analysis.
11. Design a training intervention, that incorporates a range of design factors to include trainees, adult learning theories, motivation theories, objectives, exercises, training methods, learning aids, location and facilities.
12. Develop appropriate training content and materials using a range of learning aids to include web based facilities, software, flipcharts and handouts.
13. Evaluate a range of performance management approaches in the context of identifying training and development needs.
14. Conduct a Training Needs Analysis(TNA) to identify training and development needs for an organisation and or individual. 

Training Delivery and Evaluation (6N3326)

1. Outline the concepts and theories underlying the delivery and evaluation of training interventions.
2. Explore the elements which impact on the effectiveness of a training session to include, the learning environment, the trainer, learning methodologies and the group dynamics of participants.
3. Demonstrate an awareness of a range of issues to include equality, diversity and disability in the context of current legislation with regard to training provision.
4. Appraise a range of evaluation models, approaches, tools and techniques used in the evaluation and monitoring of a training and development intervention.
5. Deliver appropriate training content and materials using a range of training aids.
6. Formulate appropriate evaluation tools, techniques and approaches for a training session to determine whether or not training needs were met and objectives fulfilled.
7. Provide constructive feedback to participants in relation to training intervention.
8. Apply a comprehensive range of specialised training delivery and evaluation skills in the delivery of an appropriate training intervention.
9. Devise a training evaluation process to include the identification of key stakeholders, feedback from the trainee, challenges within the process and the conduct or methodology of the evaluation.
10. Select from a range of evaluation tools, techniques and approaches for a training session to determine whether or not training needs were met and objectives fulfilled.

Administration and Office Management (6N4169)

1. Assess the relationships between administration practices and organisational policies, objectives and culture.
2. Evaluate the role of administration in major organisational functions.
3. Appraise current legislation and good practice guidelines on areas relevant to administration to include health and safety, data protection, corporate governance, employment and equality.
4. Research issues relevant to administration to include security, facility management and environmental issues, confidentiality and Freedom of Information requests.
5. Utilise verbal, written and presentation communication skills to provide a range of administrative support services such as data and workflow management.
6. Organise meetings and events to include the production of related documentation.
7. Manage a range of systems to maintain appointment, diary, messaging and mail processing, using information technology applications where relevant.
8. Devise procedures for the procurement and issuing of business resources and supplies.
9. Organise business travel and accommodation arrangements.
10. Utilise a range of office equipment and information technology applications to perform administrative tasks.
11. Deliver administrative services through developing working relationships with relevant stakeholders.
12. Prioritise tasks in the performance of administrative services.
13. Organise administrative support services to develop and maintain customer relationships.

Medical Terminology and Administration (5N2428)

1. Examine a range of medical terminology required by a medical receptionist or secretary within a general medical practice and or specialist medical practice context.
2. Explore current relevant legislation regarding Health Services in Ireland.
3. Describe the sources of information available to the medical receptionist or secretary.
4. Examine the importance of using correct medical terminology in communicating with patients and medical practitioners.
5. Apply medical pronunciation and spelling correctly
6. Define medical abbreviations used in medical investigations and diagnosis.
7. Define medical terminology associated with the medical specialities carried out in a large general hospital.
8. Define medical terms used in medical reports and summaries.
9. Use correct medical terminology in a wide range of specialities; when dealing with both patients and medical practitioners.
10. Assemble and prepare X-ray reports.
11. Prepare final medical reports; ensuring the use of appropriate terminology, language and format.