Your SlideShare is downloading. ×
Insurance annual training plan 2013
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Saving this for later?

Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime - even offline.

Text the download link to your phone

Standard text messaging rates apply

Insurance annual training plan 2013

381
views

Published on


0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
381
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
6
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. www.eibfs.ae
  • 2. www.eibfs.aeSince 2006, when the insurance sector became an integral part in theconcerns of HRDC in the Banking and Finance Sector, EIBFS has beenworking in close coordination, with the insurance authority, EmiratesInsurance Association and insurance companies, to further emiratizationin the Insurance Sector. EIBFS efforts in this direction included as anexample Annual training plans, special induction programs, developmentof a database to follow-up emiratization indicators, periodical meetings,open career days, workshops and other training and educationalprograms and research studies.
  • 3. www.eibfs.ae
  • 4. www.eibfs.ae
  • 5. www.eibfs.ae
  • 6. www.eibfs.ae Index Insurance Programs Programs Duration Sharjah Dubai Fujairah Al Ain Abu Dhabi1 Life Insurance and Personal accidents 3 17-19 Mar 14-16 Apr 17-19 Mar2 Islamic Insurance (Takaful) 4 7-10 Apr 6-9 Oct 19-22 May3 Property Insurance & General Accidents 3 10-12 Mar 13-15 Oct 10-12 Mar4 Marine Insurance 3 17-19 Mar 23-25 Jun5 Insurance Risk Management 3 10-12 Nov 5-7 May 5-7 May6 Liabilities 3 26-28 May 24-26 Nov 26-28 May7 Motor Insurance 3 24-26 Mar 22-24 Sep 17-19 Nov 27-29 Oct 24-26 Mar8 Underwriting Principles & Practices 3 31Mar-2 Apr 15-17 Sep 31Mar-2 Apr9 Medical and Health Insurance 3 20-22 Oct 10-12 Mar 9-11 Jun 20-22 Oct10 Claim Management - Basic 2 14-15 Apr 14-15 Apr11 Reinsurance 3 29 Sep-1 Oct 12-14 May 29 Sep-1 Oct12 Engineering Insurance 3 16-18 Jun 10-12 Nov 16-18 Jun13 Fire Insurance 3 9-11 Jun 17-19 Nov 9-11 Jun14 Introduction to Insurance & Documentation 4 21-24 Apr 20-23 Oct 21-24 Apr15 Claim Management - Advanced New 2 12-13 May 27-28 Oct 12-13 May English Programs Programs Duration Sharjah Dubai Fujairah Al Ain Abu Dhabi1 English Language Skills Evening 5 10-14 Mar 2-8 Jun 14-18 Apr2 Business Writing Evening 5 16-20 Jun 6-10 Jun 20-24 Oct3 English Speaking Skills Evening 5 20-24 Oct 24-28 Mar 16-20 Jun4 General Business Communication Evening 5 7-11 Apr 26-30 May5 Report Writing Skills Evening 3 17-19 Nov 5-7 May 17-19 Nov 04
  • 7. www.eibfs.aeManagement Programs Programs Duration Sharjah Dubai Fujairah Al Ain Abu Dhabi1 Interpersonal Skills 2 13-14 Mar 13-14 Mar2 Customer Relationship Management 2 11-12 Sep 15-16 Sep3 Stress Management 2 27-28 Feb 30-31 Oct 8-9 May4 Break Through Customer Service 2 13-14 Mar 13-14 Nov 22-23 Sep 19-20 May 13-14 Nov5 Insurance Marketing 2 20-21 Mar 20-21 Mar6 Business Etiquette 2 9-10 Jun 9-10 Jun7 Team Building 2 22-23 Sep 22-23 Sep8 Emotional Intelligence 2 12-13 Jun 12-13 Jun9 Selling Insurance Products 2 30-31 Oct 30-31 Oct10 Creative Thinking and Problem Solving 2 12-13 Jun 12-13 Jun11 After - Sales Service 2 22-23 May 22-23 May12 Negotiation Skills 2 6-7 Oct 20-21 Mar 20-21 Mar13 Effective Leadership Skills 2 3-4 Apr 3-4 Apr14 Telephone skills 2 10-11 Apr 10-11 Apr15 Performance Management 2 19-20 May 19-20 May16 Time Management 2 17-18 Apr 17-18 Apr17 Effective communication Techniques 2 27-28 Mar 25-26 Sep 6-7 Oct 25-26 Sep18 Training Needs Analysis New 2 21-22 Apr 21-22 Apr19 Total Quality Management New 3 15-17 May 15-17 MayRas Al Khaima Programs Programs Duration Date1 Effective communciation Techniques 2 5-6 May Index2 Medical and Health Insurance 3 17-19 Nov 05
  • 8. www.eibfs.aeInsurance ProgramsCourse Content Programs Page 1 Life Insurance and Personal accidents 7 2 Islamic Insurance (Takaful) 8 3 Property Insurance & General Accidents 9 4 Marine Insurance 10 5 Insurance Risk Management 11 6 Liabilities 12 7 Motor Insurance 13 8 Underwriting Principles & Practices 14 9 Medical and Health Insurance 15 10 Claim Management - Basic 16 11 Reinsurance 17 12 Engineering Insurance 18 13 Fire Insurance 19 14 Introduction to Insurance & Documentation 20 15 Claim Management - Advanced New 21 Index 2013 06
  • 9. www.eibfs.aeLife Insurance and Personal Accidents InsuranceOBJECTIVES:• To understand the need and scope of life insurance• To appreciate the various types of insurance policies suiting different types of customersCONTENTS:• Fundamentals of life insurance• Need for life insurance.• Types of life insurance• Buying and selling life insurance• Maturity / death claim processPARTICIPATION REQUIREMENTS:Staff working in insurance industry / involved in marketing of insurance productsDURATION:3 DaysMETHOD:Lectures, exercises, case analysisINSTRUCTORS:EIBFS faculty and expertise from insurance industry. Sharjah 17-19 Mar Dubai 14-16 April Abu Dhabi 17-19 Mar Index 07
  • 10. www.eibfs.aeIslamic Insurance (Takaful)OBJECTIVES:To help the participants in understanding the concepts, challenges and opportunities in Takafulinsurance.CONTENTS:• Structures of Takaful insurance• Market regulations• Family Takaful windows• Infrastructure of family Takaful• Recommendation of Takaful task force• Market potential & challengesPARTICIPATION REQUIREMENTS:Officers and managers in insurance companies who is dealing with Takaful insurance productsDURATION:4 DaysMETHOD:Lectures, case analysis, group discussions and interactive sessionsINSTRUCTORS:Senior level insurance executives with exposure into Islamic insurance Sharjah 7-10 Apr Dubai 6-9 Oct Abu Dhabi 19-22 May Index 08
  • 11. www.eibfs.aeProperty Insurance and General AccidentsOBJECTIVES:To understand the concepts of property insurance with due emphasis on average clause and rightof subrogationCONTENTS:• Different types of policies• Various packages• Beneficiaries under various category• Average clause & right of subrogation• Underwriting• Settlement of claims• RenewalsPARTICIPATION REQUIREMENTS:Staff working in insurance industryDURATION:3 DaysMETHOD:Lectures, exercises, case analysisINSTRUCTORS:EIBFS faculty and senior executives from insurance industry Sharjah 10-12 Mar Dubai 13-15 Oct Abu Dhabi 10-12 Mar Index 09
  • 12. www.eibfs.aeMarine InsuranceOBJECTIVES:To help the participants to appreciate the necessity for marine insurance in terms of present tradepractices, thereby helping them to understand various risks, losses and claim handling process.CONTENTS:• Need and evolution of marine insurance.• Various types of coverage.• Hull & Cargo• Importance of marine cargo insurance and relevance in Letter of Credit (Trade).• Various risks covered under marine cargo insurance.• Evolution of International Group of P & I clubs, their role and reinsurance.• Marine insurance claims handling process and various types of losses.PARTICIPATION REQUIREMENTS:Officers and Managers in insurance companies and those involved in cross selling of generalinsurance products.DURATION:3 DaysMETHOD:Lectures, case analysis, group discussions and interactive sessionsINSTRUCTORS:EIBFS faculty and senior level insurance trainers Dubai 17-19 Mar Abu Dhabi 23-25 Jun Index 10
  • 13. www.eibfs.aeInsurance Risk ManagementOBJECTIVES:To appreciate the risk involved in insurance business and steps taken to mitigate the sameCONTENTS:• Various risk involved in insurance• The UAE laws governing insurance industry• Rights and duties of the insured and the insurer• Various risk mitigation techniques• Underwriting• Reinsurance• Claim settlement processPARTICIPATION REQUIREMENTS:Staff working in insurance industry / involved in marketing of insurance productsDURATION:3 DaysMETHOD:Lectures, exercises, case analysisINSTRUCTORS:EIBFS faculty and senior executives from insurance industry Sharjah 10-12 Nov Dubai 5-7 May Abu Dhabi 5-7 May Index 11
  • 14. www.eibfs.aeLiabilitiesOBJECTIVES:To discuss the need and scope of liabilities insuranceCONTENTS:• Overview of liability insurance• Public, product and employer’s liability• Property and liability risk management• Relevant laws governing public liability• Determining liabilities and settlement of claimsPARTICIPATION REQUIREMENTS:Middle level executives or officers working in insurance industry with at least one year’s experienceDURATION:3 DaysMETHOD:Illustrations, practice sessions, presentationsINSTRUCTORS:EIBFS faculty or experts specialized in insurance Sharjah 26-28 May Dubai 24-26 Nov Abu Dhabi 26-28 May Index 12
  • 15. www.eibfs.aeMotor InsuranceOBJECTIVES:To understand the need and scope of motor insurance and the functional aspects governing the sameCONTENTS:• Purpose of motor insurance• Rights and obligations of both the insurer and the insured• Fleet Management• Premium calculation and no claim discount• Underwriting and endorsements• Renewals / claim processPARTICIPATION REQUIREMENTS:Staff working in insurance industryDURATION:3 DaysMETHOD:Lectures, exercises, case analysisINSTRUCTORS:EIBFS faculty and senior executives from insurance industry Sharjah 24-26 Mar Dubai 22-24 Sept Fujairah 17-19 Nov Al Ain 27-29 Oct Abu Dhabi 24-26 Mar Index 13
  • 16. www.eibfs.aeUnderwriting Principles & PracticesOBJECTIVES:To identify the risk and deciding whether to accept or not accept, and appropriate pricing of the same,if accepted.CONTENTS:• Need and importance of underwriting in insurance industry• Principle of underwriting• Identification of risks associated with various types of insurance products• Process of underwriting• Pricing of the product• External and internal underwritingPARTICIPATION REQUIREMENTS:Middle and senior level executives working in insurance industry with a minimum experience of 3 yearsDURATION:3 DaysMETHOD:Lectures, exercises, presentationsINSTRUCTORS:EIBFS faculty and senior executives from insurance industry. Sharjah 31 Mar-2 Apr Dubai 15-17 Sept Abu Dhabi 31 Mar-2 Apr Index 14
  • 17. www.eibfs.aeMedical and Health InsuranceOBJECTIVES:To understand the benefits of medical insurance and various aspects related to itCONTENTS:• Benefits of medical & health insurance• Various types of policies, exclusions and geographical scope• Co-insurance and network of medical practitioner• Underwriting• Data protection & access to medical records• Claim settlement, renewals and cancelationsPARTICIPATION REQUIREMENTS:Staff working in general insurance involved in distribution of insurance productsDURATION:3 DaysMETHOD:Lectures, exercises, case analysisINSTRUCTORS:EIBFS faculty and senior executives from insurance industry Sharjah 20-22 Oct Dubai 10-12 Mar Al Ain 9-11 Jun Abu Dhabi 20-22 Oct RAK 17-19 Nov Index 15
  • 18. www.eibfs.aeClaim Management- BasicOBJECTIVES:To understand and appreciate process, techniques and managing claimsCONTENTS:• Claim management & philosophy• Claim negotiations ( tools to effective negotiation)• Claim quality versus claim expectations• Principles and practice in claim handlingPARTICIPATION REQUIREMENTS:All employees dealing with claimsDURATION:2 DaysMETHOD:Lectures & case studiesINSTRUCTORS:EIBFS faculty and expert from insurance industry Sharjah 14-15 Apr Abu Dhabi 14-15 Apr Index 16
  • 19. www.eibfs.aeReinsuranceOBJECTIVES:To understand the principles of reinsurance used as a hedging tool by the insurance companies againstrisk undertaken by themCONTENTS:• Concept of reinsurance• Role of reinsurance• Different types of reinsurance• Reinsurance treaties• Retention and cessation of riskPARTICIPATION REQUIREMENTS:Middle and senior level executives working in insurance industry with a minimum experience of 3 yearsDURATION:3 DaysMETHOD:Lectures, exercises & case analysisINSTRUCTORS:EIBFS faculty and senior executives from the insurance industry Sharjah 29 Sept-1 Oct Dubai 12-14 May Abu Dhabi 29 Sept-1 Oct Index 17
  • 20. www.eibfs.aeEngineering InsuranceOBJECTIVES:To understand the concepts and operational areas related to engineering insuranceCONTENTS:• Engineering insurance – history and operatives• Classification of Engineering Insurance as subject matter and insurance period• Third party liability• Risk evaluation and underwriting• Maintenance of insurance cover• Renewals and claims processPARTICIPATION REQUIREMENTS:Staff working in general insurance involved in distribution of insurance productsDURATION:3 DaysMETHOD:Lectures, exercises, case study, case analysisINSTRUCTORS:EIBFS faculty and corporate trainer from insurance industry Sharjah 16-18 Jun Dubai 10-12 Nov Abu Dhabi 16-18 Jun Index 18
  • 21. www.eibfs.aeFire InsuranceOBJECTIVES:To understand the concepts of fire risk and fire insurance and the processesCONTENTS:• Fire & special perils policy• Nature of fire & loss prevention• Various types of fire risks and combat techniques• Concepts and various types of fire insurance• Legal principles and fire insurance contracts• Fire risk evaluation and underwriting• Average clause and right to subrogation• Claims and renewalsPARTICIPATION REQUIREMENTS:Staff working in general insurance involved in distribution of insurance productsDURATION:3 DaysMETHOD:Lectures, case analysis, group discussions and interactive sessionsINSTRUCTORS:Senior level insurance executives with exposure into fire insurance Sharjah 9-11 Jun Dubai 17-19 Nov Abu Dhabi 9-11 Jun Index 19
  • 22. www.eibfs.aeIntroduction to Insurance & DocumentationOBJECTIVES:To know the fundamentals of insurance and the types of insuranceCONTENTS:• The nature and main features of risk and insurance• The nature and main features of insurance• The structure and main features of the insurance market• Insurance Fundamental Principles• Main classe of InsurancePARTICIPATION REQUIREMENTS:Newly appointed staffDURATION:4 DaysMETHOD:Lectures, case analysis, group discussions and interactive sessionsINSTRUCTORS:Senior level Insurance Executives Sharjah 21-24 Apr Dubai 20-23 Oct Abu Dhabi 21-24 Apr Index 20
  • 23. www.eibfs.aeClaim Management - Advanced NewOBJECTIVES:This course is to enhancing the knowledge base of participants to help them run claim services efficiently andto the settle claims fairly to the satisfaction of the insured. This course is designed for those who want toseek higher positions in claims department.CONTENTS:• The Claims Scenario• Claims Service Management Practices• Claim Management practices• Technical Issues in Claims Management• Cost Control strategies in Claims Management• Detecting and handling Frauds in Insurance claimsPARTICIPATION REQUIREMENTS:This program is intended for participants with at least an intermediate level of English.DURATION:3 DaysMETHOD:Presentations, discussions, class work and role-playsINSTRUCTORS: Sharjah 12-13 May Dubai 27-28 Oct Abu Dhabi 12-13 May Index 21
  • 24. www.eibfs.aeManagement ProgramsCourse Content Programs Page 1 Interpersonal Skills 23 2 Customer Relationship Management 24 3 Stress Management 25 4 Break Through Customer Service 26 5 Insurance Marketing 27 6 Business Etiquette 28 7 Team Building 29 8 Emotional Intelligence 30 9 Selling Insurance Products 31 10 Creative Thinking and Problem Solving 32 11 After - Sales Service 33 12 Negotiation Skills 34 13 Effective Leadership Skills 35 14 Telephone skills 36 15 Performance Management 37 16 Time Management 38 17 Effective communication Techniques 39 18 Training Needs Analysis New 40 19 Total Quality Management New 41 Index 2013 22
  • 25. www.eibfs.aeInterpersonal SkillsOBJECTIVES:• To offer insights to the various factors determining the inter personal Relationships and its effects on building relationships and behavior• To effectively improve the communication skills with different types of peopleCONTENTS:• Need for maintaining interpersonal relationship• Factors that determine interpersonal relationships• Improving the skills of improving interpersonal relationship• Effective communicationPARTICIPATION REQUIREMENTS:Junior and middle level executives working in insurance industryDURATION:2 DaysMETHOD:Lectures, exercises, role playsINSTRUCTORS:EIBFS faculty Dubai 13-14 Mar Abu Dhabi 13-14 Mar Index 23
  • 26. www.eibfs.aeCustomer Relationship ManagementOBJECTIVES:Training and tips for those involved in setting corporate strategy and acquiring, developing, valuingand managing customer effectivelyCONTENTS:• Setting corporate strategy• Acquiring, developing, valuing and managing customers effectively• What is CRM• Drivers for CRM• Framework for CRM• Differing CRM themes and start points• Different roles playing in CRM programs• Planning a CRM program• Implementing CRM programPARTICIPATION REQUIREMENTS:Middle to senior management in the insurance industryDURATION:2 DaysMETHOD:Lectures, case analysis, group discussionsINSTRUCTORS:Experts specialized in HR management & leadership Dubai 11-12 Sept Abu Dhabi 15-16 Sept Index 24
  • 27. www.eibfs.aeStress ManagementOBJECTIVES:Stress occurs for a host of different reasons. This program begins with an examination of the causesof stress, a brief history of stress study, and a self diagnostic tool with which participants willpinpoint their biggest stressors: time management issues, communication with co-workers etcCONTENTS:At this program’s conclusion, the participants should be able to:• Understand the study of stress and its impact• List tactics for successful time management• Explain how to prioritize and determine what is really important• Demonstrate techniques for interacting with difficult people• Employ physical and mental techniques for copying with stress• Create reachable goals• Begin implementing goals created during the session• Stress in your organization• Aviation : introduction to documentationPARTICIPATION REQUIREMENTS:All staff working in insurance industryDURATION:2 DaysMETHOD:Lectures, case analysis, group discussionsINSTRUCTORS:Experts specialized in HR management & leadership Sharjah 27-28 Feb Dubai 30-31 Oct Abu Dhabi 8-9 May Index 25
  • 28. www.eibfs.aeBreak Through Customer ServiceOBJECTIVES:To provide participants concepts and practice exercises of quality customer service delivery in theinsurance conceptCONTENTS:• Understanding the nature of insurance industry• Appreciating the customer need and expectations• The customer service experience cycle• Having a customer service mindset• Valuing the internal customer• Quality service – what is in it for you• How to handle customer complaintsPARTICIPATION REQUIREMENTS:Staff working in insurance industry dealing with customersDURATION:2 DaysMETHOD:Illustrations, practice sessions, presentations, role playsINSTRUCTORS:EIBFS Faculty or Experts Sharjah 13-14 Mar Dubai 13-14 Nov Fujairah 22-23 Sept Al Ain 19-20 May Abu Dhabi 13-14 Nov Index 26
  • 29. www.eibfs.aeInsurance MarketingOBJECTIVES:To understand the significance of marketing and marketing planning to the effectiveness of theinsurance industry and also to apply knowledge and skills to practical situationsCONTENTS:• The role of marketing• Theory of marketing• Development a marketing strategy• Marketing data• Branding• Communication• Distribution and service delivery• Marketing program administration• Key issues in international marketingPARTICIPATION REQUIREMENTS:Staff working in insurance industry / involved in marketing of insurance productsDURATION:2 DaysMETHOD:Lectures, case analysis, group discussionsINSTRUCTORS:Senior level insurance executives Sharjah 20-21 Mar Abu Dhabi 20-21 Mar Index 27
  • 30. www.eibfs.aeBusiness EtiquetteOBJECTIVES:• To learn the hidden value – and priceless potential – of image, etiquette and protocol and how they can make a difference in business.• To change the employees into a team of skilled professionals promoting your company with precision and style.CONTENTS:• Networking for Success• Dress code and professional attire• Common faux pas for men and women at their professional attire• Business etiquette global rules for a positive first impression• Professionalism and a philosophy of life• Business etiquette as a life attitude• Types of business receptions• Dress code upon business social eventsPARTICIPATION REQUIREMENTS:Bank employees who required this programDURATION:2 DaysMETHOD:Lecturer, Group discussion and films Dubai 9-10 June Abu Dhabi 9-10 June Index 28
  • 31. www.eibfs.aeTeam BuildingOBJECTIVES:To offer insights into the behavioral process through which teams evolve in business organizationsand the specific behavioral initiative by the members that fortify the teamCONTENTS:• Defining ‘Teamness’ in terms of organizational beliefs, norms, values and behavior• Measuring the level of ‘Teamness’• Building blocks: consensus generating techniques• Equality / non equality in a team: understanding the paradox• Perceiving the unity organization and the self• Institutionalising the team building dynamicPARTICIPATION REQUIREMENTS:Insurance staff at any level with at least one year’s experienceDURATION:2 DaysMETHOD:Lectures, games, exercises, discussion and videosINSTRUCTORS:EIBFS faculty Sharjah 22-23 Sept Abu Dhabi 22-23 Sept Index 29
  • 32. www.eibfs.aeEmotional IntelligenceOBJECTIVES:Learning tools and techniques to improve your emotional awareness and your ability to managefeeling – your and other peoplesCONTENTS:• Self awareness• Emotion management• Self motivation• Relationship management• Emotion coaching• Developing your emotional intelligence• Assessing and developing your emotional intelligence• Developing an emotional intelligent organization• RenewalsPARTICIPATION REQUIREMENTS:Staff working in insurance industryDURATION:2 DaysMETHOD:Lectures, exercises, games and group discussionINSTRUCTORS:EIBFS faculty Dubai 12-13 Jun Abu Dhabi 12-13 Jun Index 30
  • 33. www.eibfs.aeSelling Insurance ProductsOBJECTIVES:Skills to empower the insurance agentsCONTENTS:• Concept of selling• Priorities• Creating unique selling propositions• Elements for unique selling propositions• Various stages of a sale• How to achieve sales goal• Case studiesPARTICIPATION REQUIREMENTS:Staff working in insurance industry involved in selling of insurance productsDURATION:2 DaysMETHOD:Lectures, exercises, role plays, presentationsINSTRUCTORS:EIBFS faculty Sharjah 30-31 Oct Abu Dhabi 30-31 Oct Index 31
  • 34. www.eibfs.aeCreative Thinking and Problem SolvingOBJECTIVES:• Identify and define problems more effectively• Understand the different stages of problem solving• How to confront problems rationally and systematically resolve crisis• Learn how to break down touchy situation into component parts which can easily be dealt with.CONTENTS:• Creative thinking and enhancement techniques• Creativity & leadership• Problem solving and decision making relationship• The art of problem solving process• Hindrances of effective problem solving• Devising solutions & problem solving techniquesPARTICIPATION REQUIREMENTS:Employees working in insurance sector who require this programDURATION:2 DaysMETHOD:Group discussions, individual, paired and small group exercise, practical sessions with audio visual aidsINSTRUCTORS:Experts specialized in HRM and Leadership Sharjah 12-13 Jun Abu Dhabi 12-13 Jun Index 32
  • 35. www.eibfs.aeAfter – Sales ServiceOBJECTIVES:To understand and appreciate customer expectations and importance of after sales service in insuranceindustryCONTENTS:• High level map of sales process• Clear understanding of post sales• Management of expectations• Time management & communication• Cross selling• Renewal and expiry of policiesPARTICIPATION REQUIREMENTS:All employees working in insurance sector who are involved in marketing & policy servicing departmentDURATION:2 DaysMETHOD:Lectures, case studies, video and illustrationsINSTRUCTORS:EIBFS faculty and senior executives from insurance industry Dubai 22-23 May Abu Dhabi 22-23 May Index 33
  • 36. www.eibfs.aeNegotiation SkillsOBJECTIVES:To understand and appreciate the nature, process, techniques and planning of negotiation.CONTENTS:• Defining negotiation• Planning & preparing for negotiation• Communication in negotiation• Negotiation Strategies• Tactics & counter tactics• Negotiating across culture• Stages of negotiationPARTICIPATION REQUIREMENTS:All employees working in insurance sectorDURATION:2 DaysMETHOD:Lectures, case studies and role playINSTRUCTORS:EIBFS faculty and expertise from insurance industry. Sharjah 6-7 Oct Dubai 20-21Mar Abu Dhabi 20-21 Mar Index 34
  • 37. www.eibfs.aeEffective Leadership SkillsOBJECTIVES:This program pushes each and every delegate to gain an understanding of themselves and tostretch the boundaries of their managerial capability. This is the one essential quality that anyonein any position of leadership must developCONTENTS:• Understanding good leadership behaviors• Learning the difference between leadership and management• Defining qualities and strength• Polishing interpersonal skills and communication skills• Learning about commitment and effectiveness• Making key decision• Stress management• Empowering , motivating and inspiring others• Leading by examplesPARTICIPATION REQUIREMENTS:Middle to senior managementDURATION:2 DaysMETHOD:Lectures, case studies, video and experiential learningINSTRUCTORS:Experts specialised in HR management and leadership Sharjah 3-4 Apr Abu Dhabi 3-4 Apr Index 35
  • 38. www.eibfs.aeTelephone SkillsOBJECTIVES:To develop the skill of effectively using the telephone to enhance the image among the customersCONTENTS:• Communication skills• Listening skills• Building customer relationship• Telephone language and skills• Follow upPARTICIPATION REQUIREMENTS:All employees working in insurance sector who wish to improve their skills in using the telephone effectivelyDURATION:2 DaysMETHOD:Lectures, presentations and role playINSTRUCTORS:Experts specialized in HR management and leadership Dubai 10-11 Apr Abu Dhabi 10-11 Apr Index 36
  • 39. www.eibfs.aePerformance ManagementOBJECTIVES:• To update the knowledge of modern day’s managers about the latest management thinking on performance• To sharpen the skills of supervisors in assessing the performance of staff• To develop appropriate attitude towards performance measurement and managementCONTENTS:• Defining standards of performance, setting benchmarks• Designing and installing effective performance measurement systems• Conducting performance appraisal discussionsPARTICIPATION REQUIREMENTS:All employees working in insurance sectorDURATION:2 DaysMETHOD:Lecture, group discussion and case studiesINSTRUCTORS:Experts specialized in HR management and leadership Sharjah 19-20 May Abu Dhabi 19-20 May Index 37
  • 40. www.eibfs.aeTime ManagementOBJECTIVES:• To develop the skill of effective time management for the participants• Maximize their use of time through proven scheduling techniques• Delegate more effectively• Recognize and overcome time stealersCONTENTS:• Time as a resource• Time stealers• Analyzing your use of time• Planning & objective setting• Time management strategiesPARTICIPATION REQUIREMENTS:All employees working in insurance sector who wish to improve their skills and technique to effectivelymanage their timeDURATION:3 DaysMETHOD:• A series of lectures, films and practical exercise to enable participants to:• Keep and analyze detailed log of their time use over a two weeks period• Write specific key result areas, performance standards and short term targets for their own jobs• Feel the benefit of using time management techniquesINSTRUCTORS:Experts specialized in HR management and leadership Sharjah 17-18 Apr Abu Dhabi 17-18 Apr Index 38
  • 41. www.eibfs.aeEffective Communication TechniquesOBJECTIVES:This course is for those people who want to understand how to communicate more effectivelywith their customers, their staff, their colleagues, and their bosses.CONTENTS:• Elements of Our Communication with Others• Using Different Communication Windows• Identifying Communication Styles• Characteristics of Effective Communicators• Communicating within Teams• Organizational Communication• Communication Styles in Different Team StagesPARTICIPATION REQUIREMENTS:Junior and middle level executives working in insurance industryDURATION:2 DaysMETHOD:Lectures, exercises, role playsINSTRUCTORS:EIBFS faculty Sharjah 27-28 Mar Dubai 25-26 Sept Al Ain 6-7 Oct Abu Dhabi 25-26 Sept RAK 5-6 May Index 39
  • 42. www.eibfs.aeTraining Needs Analysis NewOBJECTIVES:This program will equip participants with a needs-analysis approach that is realistic in todays financialclimate. It shows you how to apply a highly effective procedure for determining whether or not training is thesolution to a job performance problem. Participants will return to their jobs with key skills and confidence togain acceptance and recognition for their training recommendations to management.CONTENTS:• �Determine organizational, departmental and individual competencies• �Plan a needs analysis system• �Design questionnaires/surveys• �Design interviews• �Analyze job performance• �Determine causes and solutions for job performance problems• �Determine when (and when not) to train• �Determine the cost-benefits of training• �Write proposalPARTICIPATION REQUIREMENTS:Training analysts, senior instructors, and managers of training who have (or wish to have) input intomajor decisions about trainingDURATION:2 DaysMETHOD:Lectures, group discussions, case studies, worksheets and experiential learning materialsINSTRUCTORS:EIBFS faculty and expertise from insurance industry. Dubai 21-22 Apr Abu Dhabi 21-22 Apr Index 40
  • 43. www.eibfs.aeTotal Quality Management NewOBJECTIVES:It involves the understanding of the importance of TQM from human resources, assets and wealthManagement perspective. Therefore, TQM is an absolute necessity if an organization wishes to remainCompetitive and relevant, especially in today’s global competition for customers, market and globalEconomy.CONTENTS:• �Define key concepts related to TQM• �Identify the benefits of TQM• �Identify the steps of the Total Quality Management TQM process cycle• �Identify the tools used to measure the output of the process cycle• �Identify the various facts of benchmarking• �Involvement, Empowerment, and Commitment by management and all employees• �Meeting customer requirements• �Strive for Reducing development cycle times• �Improvement through team effort• �Reducing product and service costs• �Systems to facilitate improvement• �Line Management ownership• �Recognition and celebration• �Challenging quantified goals and benchmarking• �Focus on processes / improvement plans.PARTICIPATION REQUIREMENTS:Supervisory-level employeesDURATION:3 DaysMETHOD:Lectures, group discussions, case studiesINSTRUCTORS:EIBFS faculty and expertise from insurance industry. Dubai 15-17 May Abu Dhabi 15-17 May Index 41
  • 44. www.eibfs.aeEnglish ProgramsCourse Content Programs Pages 1 English Language Skills Evening 43 2 Business Writing Evening 44 3 English Speaking Skills Evening 45 4 General Business Communication Evening 46 5 Report Writing Skills Evening 47 Index 2013 42
  • 45. www.eibfs.aeEnglish Language SkillsOBJECTIVES:• To assist trainees in reaching general english lower intermediate level, to correct common english language errors in gulf english and to introduce spoken business english• To train them in the use of english Language effectively in the context of a financial organizationCONTENTS:• Revision of basic grammar structures• Insurance English vocabulary• Role plays to practice speaking and listening skills• Reading& comprehension• Planning & formatting emails• Dealing with complaintsPARTICIPATION REQUIREMENTS:This program is intended for those employed by insurance companies with an elementary to intermediatelevel ability in the use of english www.eibfs.aeDURATION:5 DaysMETHOD:Lectures, textbook, discussion and class workINSTRUCTORS:EIBFS faculty Sharjah 10-14 Mar Dubai 2-8 Jun Abu Dhabi 14-18 Apr Index 43
  • 46. www.eibfs.aeBusiness WritingOBJECTIVES:• Continuation of syllabus of general english• To augment trainee’s english• To familiarize trainees with more advanced language for the fields of insurance and businessCONTENTS:• Reading, comprehension and vocabulary training at an advanced level• Planning and formatting e-mail• Internal & external correspondence• Presentation practice• Marketing communication• Dealing with complaintsPARTICIPATION REQUIREMENTS:This program is intended for those with a good level of english. They must have completed generalenglish course.DURATION:5 DaysMETHOD:Lectures, textbook, discussion and class workINSTRUCTORS:EIBFS faculty. Sharjah 16-20 Jun Dubai 6-10 Jun Abu Dhabi 20-24 Oct Index 44
  • 47. www.eibfs.aeEnglish Speaking SkillsOBJECTIVES:Improve trainees’ ability to participate in conversations in English.CONTENTS:• �Practicing general conversation tactics• �Asking questions and making enquiries• �Expressing opinions, likes and dislikes• �Using language to discuss current affairs• �Making small talk• �Practicing listening and pronunciationPARTICIPATION REQUIREMENTS:This program is intended for participants with at least an intermediate level of English.DURATION:5 DaysMETHOD:Presentations, discussions, practical exercises, role plays, group/pair work, audio CDs and DVDsINSTRUCTORS:EIBFS faculty and expertise from insurance industry. Sharjah 20-24 Oct Dubai 24-28 Mar Abu Dhabi 16-20 Jun Index 45
  • 48. www.eibfs.aeGeneral Business CommunicationOBJECTIVES:To introduce the fundamentals of good business communication.CONTENTS:• �Communication theory• �Letters• �Persuasive communication• �Verbal communication skillsPARTICIPATION REQUIREMENTS:This program is intended for those with a high level of English.DURATION:5 DaysMETHOD:Presentations, discussions, class work, activities, case studiesINSTRUCTORS:EIBFS faculty and expertise from insurance industry. Sharjah 7-11 Apr Abu Dhabi 26-30 May Index 46
  • 49. www.eibfs.aeReport Writing Skills OBJECTIVES: To train the trainees in writing reports in an insurance context. CONTENTS: • �Grammar and language of formal reports • �Type and structure of reports • �Presentation of data in various formats (graphs, figures, charts etc) within a report • �Writing and editing reports • �Minutes of meetings PARTICIPATION REQUIREMENTS: This program is intended for participants with at least an intermediate level of English. DURATION: 3 Days METHOD: Presentations, discussions, class work, role-plays, group/pair work INSTRUCTORS: EIBFS faculty and expertise from insurance industry. Sharjah 17-19 Nov Dubai 5-7 May Abu Dhabi 17-19 Nov Index 47
  • 50. www.eibfs.aeAdministration PoliciesTRAINING HOURS AND ATTENDANCEYou are required to attend regularly and to be punctual.Our Training programs are either conducted:Morning: 8:30- 13:30Evening: 17:30 - 21:00Kindly show up 20 minutes earlier for registration. If you are unable to attend or will be late, please notify thetraining department situated in the second floor in the B building. Attendance reports will be sent to insurancecompanies and certificates will not be issued to those who absent themselves for more than 20% of the totalduration of the course.LIBRARY RESOURCESThe library is located on the ground floor building A and the participants are encouraged to make full use of thisfacility for a membership at a nominal fee. In addition to normal working hours, the library is also open in the eveningfrom 5.00pm to 9.00pm.For more information please contact the librarian on +971 6 5987 109.CAFETERIA FACILITIESThe cafeteria is located on the second floor – building B and its staff are ready to help you. Please do not take foodor drink out of the cafeteria.PRAYER ROOMA Prayer Room is located on the ground floor of the building B for males and second floor of the building B forfemales.SMOKING IS FORBIDDENSmoking is hazardous and injurious to health and a cause of discomfort to your non smoking colleagues and staff.Smoking in the institute is strictly forbidden.MOBILESTo avoid disturbances during training, we request the participants kindly TURN OFF / Silent mode mobiles while in thetraining room. 48