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Insurance                                                                                                                 ...
Deputy General Manager’s Message                          Since the enactment of the Federal Law Number (6) for the year (...
General Manager’s Message                          In accordance with the Ministerial Council for Services decision number...
Insurance Annual Training Plan          2012
Table Of Contents Sl .               Subject                     Page No:  1     Insurance Programs & English Programs    ...
Insurance ProgramsSL.               Program                         Duration     Sharjah         Dubai           Fujairah ...
Management ProgramsSL.                Program                      Duration    Sharjah       Dubai        Fujairah   Al Ai...
Course ContentInsurance Program    2012
LIFE INSURANCE AND PERSONAL ACCIDENTS INSURANCEOBJECTIVES:• To understand the need and scope of life insurance• To appreci...
ISLAMIC INSURANCE (TAKAFUL)OBJECTIVES:To help the participants in understanding the concepts, challenges and opportunities...
PROPERTY INSURANCE AND GENERAL ACCIDENTSOBJECTIVES:To understand the concepts of property insurance with due emphasis on a...
MARINE INSURANCEOBJECTIVES:To help the participants to appreciate the necessity for marine insurance in terms of present t...
INSURANCE RISK MANAGEMENTOBJECTIVES:To appreciate the risk involved in insurance business and steps taken to mitigate the ...
INTRODUCTION TO INSURANCE & DOCUMENTATIONOBJECTIVES:To know the fundamentals of insurance and the types of insuranceCONTEN...
LIABILITIESOBJECTIVES:To discuss the need and scope of liabilities insurance CONTENTS:• Overview of liability insurance• P...
MOTOR INSURANCEOBJECTIVES:To understand the need and scope of motor insurance and the functional aspects governing the sam...
UNDERWRITING PRINCIPLES & PRACTICESOBJECTIVES:To identify the risk and deciding whether to accept or not accept, and appro...
MEDICAL AND HEALTH INSURANCEOBJECTIVES:To understand the benefits of medical insurance and various aspects related to itCON...
CLAIM MANAGEMENTOBJECTIVES:To understand and appreciate process, techniques and managing claimsCONTENTS:• Claim management...
REINSURANCEOBJECTIVES:To understand the principles of reinsurance used as a hedging tool by the insurance companies agains...
ENGINEERING INSURANCEOBJECTIVES:To understand the concepts and operational areas related to engineering insurance CONTENTS...
FIRE INSURANCEOBJECTIVES:To understand the concepts of fire risk and fire insurance and the processes CONTENTS:• Fire & spec...
INTRODUCTION TO INSURANCEOBJECTIVES:To know the fundamentals of insurance and the types of insurance CONTENTS:• The nature...
Course ContentManagement Programs      2012
CROSS CULTURAL ORIENTATIONOBJECTIVES:Tools and techniques for those working in a multi cultural society, enabling effective...
INTERPERSONAL SKILLSOBJECTIVES:• To offer insights to the various factors determining the inter personal Relationships and ...
CUSTOMER RELATIONSHIP MANAGEMENTOBJECTIVES:Training and tips doe those involved in setting corporate strategy and acquirin...
E INSURANCEOBJECTIVES:To provide participants basic idea of the different standards and skills used in e-insurance using te...
STRESS MANAGEMENTOBJECTIVES:Stress occurs for a host of different reasons. This program begins with an examination of the c...
CUSTOMER SERVICEOBJECTIVES:To provide participants concepts and practice exercises of quality customer service delivery in...
INSURANCE MARKETINGOBJECTIVES:To understand the significance of marketing and marketing planning to the effectiveness of the...
BUSINESS ETIQUETTEOBJECTIVES:• To learn the hidden value – and priceless potential – of image, etiquette and protocol and ...
TEAM BUILDINGOBJECTIVES:To offer insights into the behavioral process through which teams evolve in business organizations ...
EMOTIONAL INTELLIGENTSOBJECTIVES:Learning tools and techniques to improve your emotional awareness and your ability to man...
SELLING INSURANCE PRODUCTSOBJECTIVES:Skills to empower the insurance agentsCONTENTS:• Concept of selling• Priorities• Crea...
CREATIVE THINKING AND PROBLEM SOLVINGOBJECTIVES:• Identify and define problems more effectively• Understand the different sta...
AFTER – SALES SERVICEOBJECTIVES:To understand and appreciate customer expectations and importance of after sales service i...
NEGOTIATION SKILLSOBJECTIVES:To understand and appreciate the nature, process, techniques and planning of negotiation.CONT...
LEADERSHIP SKILLSOBJECTIVES:This program pushes each and every delegate to gain an understanding of themselves and to stre...
TELEPHONE SKILLSOBJECTIVES:To develop the skill of effectively using the telephone to enhance the image among the customers...
PERFORMANCE MANAGEMENTOBJECTIVES:• To update the knowledge of modern day’s managers about the latest management thinking o...
TIME MANAGEMENTOBJECTIVES:• To develop the skill of effective time management for the participants• Maximize their use of t...
EFFECTIVE COMMUNICATION TECHNIQUESOBJECTIVES:This course is for those people who want to understand how to communicate mor...
ENGLISH LANGUAGE SKILLSOBJECTIVES:• To assist trainees in reaching general english lower intermediate level, to correct co...
BUSINESS WRITINGOBJECTIVES:• Continuation of syllabus of general english• To augment trainee’s english• To familiarize tra...
ADMINISTRATION POLICIESTRAINING HOURS AND ATTENDANCEYou are required to attend regularly and to be punctual.Our Training p...
Location Map - Abu Dhabi                                                                                                  ...
Location Map - Sharjah     Sharjah Campus     P.O. Box: 4166, Sharjah, UAE     Tel: +971 6 572 8880 EXT 182, Fax: +971 6 5...
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  1. 1. Insurance Annual Training Plan DEA AED 0001 1000 ‫ﺑﺎﻟﺘﻌﺎﻭﻥ ﻣﻊ‬ In co-operation with: :htiw noitarepo-oc nI In co-operation with: Emirates Insurance Association Emirates Insurance Association ‫ﺍﻟﺸﺎﺭﻗﺔ‬ ‫ﺃﺑﻮ ﻇﺒﻲ‬ Sharjah Abu Dhabi ٤١٦٦ : ‫ﺹ.ﺏ‬ ٧١٠٨ : ‫ﺹ.ﺏ‬ P.O Box 4166 P.O Box 7108 ١٨٢ .‫ﻫﺎﺗﻒ : ٦٠ ٠٨٨٨٢٧٥ ﲢﻮﻳﻠﺔ‬ ١٠٣ .‫ﻫﺎﺗﻒ : ٢٠ ٦٦٦٤٦٤٤ ﲢﻮﻳﻠﺔ‬ Tel : 06 5728880 Ext. 182 Tel : 02 4464666 Ext. 103 ٥٧٢٨٣٢٢ ٠٦ : ‫ﻓﺎﻛﺲ‬ ٤٤٣٥٢٢٢ ٠٢ : ‫ﻓﺎﻛﺲ‬ Fax : 06 5728322 Fax : 02 4435222www.hrdc.ae hrdc@eibfs.com : ‫ ﺍﻟﺒﺮﻳﺪ ﺍﻹﻟﻜﺘﺮﻭﻧﻲ‬hrdcad@eibfs.com : ‫ﺍﻟﺒﺮﻳﺪ ﺍﻹﻟﻜﺘﺮﻭﻧﻲ‬ Email: hrdc@eibfs.com Email: hrdcad@eibfs.com www.hrdc.ae
  2. 2. Deputy General Manager’s Message Since the enactment of the Federal Law Number (6) for the year (2007) regarding the establishment of the, the Insurance Authority, the Insurance Authority have been working in coordination with the Human Rescores development Committee (HRDC) in the Banking & Financial Sector, (EIBFS), Emirates Insurance Association (EIA), to propose and develop plans for enhancing performance and efficiency in the Insurance Sector. Providing efficient and qualified Human Rescores to carry out Insurance operations and enhance the emiratization policies in the Insurance Sector had been and still one of the main objectives of the Insurance Authority, to which concerned the Insurance Authority is devot- ing much time and resources, resulting in parties joint planning and cooperation with all,within the Insurance sector and those who are specialized in the provision and educational programs directed towardsfor the Insurance sector.This year (2012) Annual Training plan is an extension and continuation of joint effects with EIBFS to the benefits ofthe Insurance sector. The plan includes (95) training programs that are going to be implemented in Sharjah, Abu Dhabi& Dubai campuses of EIBFS; in addition to that, some programs will be offered in both Al Ain and Fujairah.We in the Insurance Authority, to make use of this 2012 training plan to the benefit of their employees. We urge Insur-ance Companies all also like to extend our thanks EIBFS, and all those who participated in preparing this annualtraining plan. Wishing all success and looking forward for more fruitful cooperation.Fatima Mohammed Ishaq Al AwadiDeputy General ManagerInsurance Authority
  3. 3. General Manager’s Message In accordance with the Ministerial Council for Services decision number (1/16) for the year 2006 regarding including the insurance sector within the jurisdiction of the Human Resource Develop- ment Committee in the banking and finance sector, in order to support the plans and policies of Emiratization in the insurance sector, the HRDC works in close collaboration with the Emirates Institute for Banking and Financial Studies. At the same time EIBFS collaborates with the Insurance Authority, Emirates Insurance Association and the insurance companies to develop an annual plan for developing human resources in the insurance sector. The annual plan includes a number of activities such as training and educationalprograms, workshops and seminars, research and studies, and follow up of emiratization percentage through the developmentof a database for indicators of emiratization in the insurance sector.The 2012 annual training plan for the insurance sector includes a total of 95 programs. 41 of them to be offered in Sharjah,38 to be offered in Abu Dhabi, 12 in Dubai and 2 in Fujairah, and 2 in Al-Ain. Some of those programs will be offered in theevening, while the majority is designed as programs that will be offered in the morning.In 2011, the institute implemented 79 training programs. compared to the 2011 plan; the 2012 represents an increase of 13%over last year’s plan.We hope that those programs will benefit the insurance sector, and we also hope that the insurance companies will encouragetheir employees to join those programs in order to enhance their knowledge and skills.Finally, we would like to thank the Insurance Authority and insurance companies, for their continuous cooperation.We look forward that the 2012 annual plan for the insurance sector will achieve its desired objectives in developing the humanresources and increasing the Emiratization percentage in the insurance sector.Jamal Al JassmiGeneral ManagerEIBFS
  4. 4. Insurance Annual Training Plan 2012
  5. 5. Table Of Contents Sl . Subject Page No: 1 Insurance Programs & English Programs 7 2 Management Programs 9 3 Course Details - Insurance 10-25 4 Course Details - Management 26-46 5 Course Details - English 47-48 6 Administration Policies 49 7 Location Map 50-51 8 Updation Form 53 9 Nomination Form 55
  6. 6. Insurance ProgramsSL. Program Duration Sharjah Dubai Fujairah Al Ain Abu Dhabi1 Life Insurance and Personal accidents 3 Feb 12-14 Feb 19-212 Islamic Insurance (Takaful) 3 Feb 26-29 March 4-73 Property Insurance & General Accidents 3 March 11-13 March 18-204 Marine Insurance 3 March 18-20 March 6-85 Insurance Risk Management 3 March 25-27 March 25-276 Introduction to Insurance & Documentation 5 April 8-12 April 15-197 Liabilities 3 April 15-17 April 8-108 Motor Insurance 3 May 6-8 Mar 23-25 Oct 21-23 April 29-May 19 Underwriting Principles & Practices 3 May 20-22 May 27-2910 Medical and Health Insurance 3 May 29-31 May 22-2411 Claim Management 2 June 18-19 June 10-1112 Reinsurance 3 Sept 9-11 Sept 23-25 Sept 16-1813 Engineering Insurance 3 Sept 16-18 Oct 21-23 Sept 9-1114 Islamic Insurance (Takaful) 3 Sept 30-Oct 3 Nov 18-21 Oct 7-1015 Fire Insurance 3 Oct 14-16 Sept 18-20 Oct 21-2316 Motor Insurance 3 Nov 11-13 Sept 30-Oct 2 Nov 11-1317 Introduction to Insurance NEW 3 Nov 18-20 Oct 14-16English ProgramsSL. Program Duration Sharjah Dubai Abu Dhabi1 English Language Skills Evening 5 March 4-8 March 4-82 Business Writing Evening 5 April 22-26 April 22-263 English Language Skills Evening 5 Nov 4-7 Oct 7-11 Nov 4-74 Business Writing Evening 5 Nov 18-22 Nov 4-8 Nov 18-22 7
  7. 7. Management ProgramsSL. Program Duration Sharjah Dubai Fujairah Al Ain Abu Dhabi1 Cross Cultural Orientation 2 March 14-15 March 13-142 Interpersonal Skills 2 Feb 19-20 Feb 12-133 Customer Relationship Management Evening 2 Feb 26-27 Feb 26-274 E insurance NEW 2 March 4-55 Stress Management 2 March 18-19 March 11-126 Customer Service 2 April 1-2 April 15-16 May 27-28 April 3-47 Insurance Marketing 2 April 3-4 April 1-28 Business Etiquette NEW 2 April 22-23 Oct 3-4 April 22-239 Team Building 2 April 29-30 May 6-710 Emotional Intelligence 2 May 13-14 May 13-1411 Selling Insurance Products 2 Feb 6-7 Feb 6-712 Creative Thinking and Problem Solving 2 May 27-28 May 20-2113 After - Sales Service 2 June 3-4 June 5-614 Negotiation Skills 2 June 5-6 June 3-415 Leadership Skills 2 June 10-11 Nov 11-13 June 12-1316 Telephone skills 2 Sept 23-24 Sept 25-2617 Performance Management 2 Sept 25-26 Sept 23-2418 Time Management 2 Oct 7-819 Customer Service 2 Oct 21-22 Sept 26-27 Oct 14-1520 Effective Communication Techniques NEW 2 Nov 4-5 Sept 16-17 Nov 4-5 9
  8. 8. Course ContentInsurance Program 2012
  9. 9. LIFE 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 - Feb 12-14 11 Abu Dhabi - Feb 19-21
  10. 10. ISLAMIC INSURANCE (TAKAFUL)OBJECTIVES:To help the participants in understanding the concepts, challenges and opportunities in Takaful insurance. 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:3 DaysMETHOD:Lectures, case analysis, group discussions and interactive sessionsINSTRUCTORS:Senior level insurance executives with exposure into Islamic insurance Sharjah - Feb 26-29 Sept 30-Oct 3 Abu Dhabi - March 4-7 Oct 7-10 12 Dubai - Nov 18-21
  11. 11. PROPERTY INSURANCE AND GENERAL ACCIDENTSOBJECTIVES:To understand the concepts of property insurance with due emphasis on average clause and right of 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 - March 11-13 13 Abu Dhabi - March 18-20
  12. 12. MARINE INSURANCEOBJECTIVES:To help the participants to appreciate the necessity for marine insurance in terms of present trade practices,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 general insurance products.DURATION:3 DaysMETHOD:Lectures, case analysis, group discussions and interactive sessionsINSTRUCTORS:EIBFS faculty and senior level insurance trainers Sharjah - March 18-20 14 Abu Dhabi - March 6-8
  13. 13. INSURANCE 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:Middle level executives or officers working in insurance industry with at least one year’s experienceDURATION:3 DaysMETHOD:Lectures, exercises, case analysisINSTRUCTORS:EIBFS faculty and senior executives from insurance industry Sharjah - March 25-27 15 Abu Dhabi - March 25-27
  14. 14. INTRODUCTION 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 Documentation• Insurance Fundamental Principles• Underwriting & Rating Principles• Main Insurance Classes and Covers• ClaimsPARTICIPATION REQUIREMENTS:Newly appointed staffDURATION:5 DaysMETHOD:Lectures, case analysis, group discussions and interactive sessionsINSTRUCTORS:Senior level Insurance Executives Sharjah - April 8-12 16 Abu Dhabi - April 15-19
  15. 15. LIABILITIESOBJECTIVES:To discuss the need and scope of liabilities insurance CONTENTS:• 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 - April 15-17 17 Abu Dhabi - April 8-10
  16. 16. MOTOR 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 - May 6-8 Nov 11-13 Dubai - Sept 30- Oct 2 Fujairah - Sept 23-25 Al Ain - Oct 21-23 Abu Dhabi- Apr 29-May 1 18 - Nov 11-13
  17. 17. UNDERWRITING PRINCIPLES & PRACTICESOBJECTIVES:To identify the risk and deciding whether to accept or not accept, and appropriate pricing of the same, ifaccepted. 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 - May 20-22 19 Abu Dhabi - May 27-29
  18. 18. MEDICAL 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 - May 29-31 20 Abu Dhabi - May 22-24
  19. 19. CLAIM MANAGEMENTOBJECTIVES: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 - June 18-19 21 Abu Dhabi - June 10-11
  20. 20. REINSURANCEOBJECTIVES:To understand the principles of reinsurance used as a hedging tool by the insurance companies against riskundertaken 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 - Sept 9-11 22 Abu Dhabi - Sept 16-18
  21. 21. ENGINEERING INSURANCEOBJECTIVES:To understand the concepts and operational areas related to engineering insurance CONTENTS:• 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 - Sept 16-18 23 Abu Dhabi - Sept 9-11
  22. 22. FIRE INSURANCEOBJECTIVES:To understand the concepts of fire risk and fire insurance and the processes CONTENTS:• 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 - Oct 14-16 Dubai - Sept 18-20 24 Abu Dhabi - Oct 21-23
  23. 23. INTRODUCTION TO INSURANCEOBJECTIVES:To know the fundamentals of insurance and the types of insurance CONTENTS:• 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:3 DaysMETHOD:Lectures, case analysis, group discussions and interactive sessionsINSTRUCTORS:Senior level Insurance Executives Sharjah - Nov 18-20 25 Dubai - Oct 14-16
  24. 24. Course ContentManagement Programs 2012
  25. 25. CROSS CULTURAL ORIENTATIONOBJECTIVES:Tools and techniques for those working in a multi cultural society, enabling effective communication, conceptand behavioral understanding, creating a pleasant and productive working environment CONTENTS:• Learning / Orientation about the culture needs to adapt to• Why culture counts – dealing with unfamiliar perceptions and behavior• Modeling a culture – how to observe another way of life, build a model and anticipate cross cultural problems• Communication across cultures• To understand the different body language values• Working and living overseas in a different culture• Respect and value of different culturesPARTICIPATION REQUIREMENTS:All functional staff in the insurance industryDURATION:2 DaysMETHOD:Lectures, discussion and group workINSTRUCTORS:EIBFS faculty Sharjah - March 14-15 28 Abu Dhabi - March 13-14
  26. 26. INTERPERSONAL 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 Sharjah - Feb 19-20 29 Abu Dhabi - Feb 12-13
  27. 27. CUSTOMER RELATIONSHIP MANAGEMENTOBJECTIVES:Training and tips doe those involved in setting corporate strategy and acquiring, developing, valuing andmanaging customer effectively CONTENTS:• 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 Sharjah - Feb 26-27 30 Abu Dhabi - Feb 26-27
  28. 28. E INSURANCEOBJECTIVES:To provide participants basic idea of the different standards and skills used in e-insurance using technology.CONTENTS:• Understanding e insurance• Learning the advantage and disadvantage• Exploring the internet related insurance servicesPARTICIPATION REQUIREMENTS:All staff in Junior and middle levelDURATION:2 DaysMETHOD:Lectures, Internet sessions, demos and case studies.INSTRUCTORS:IT expert 31 Sharjah - March 4-5
  29. 29. STRESS MANAGEMENTOBJECTIVES:Stress occurs for a host of different reasons. This program begins with an examination of the causes of stress, abrief history of stress study, and a self diagnostic tool with which participants will pinpoint their biggeststressors: 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 - March 18-19 32 Abu Dhabi - March 11-12
  30. 30. CUSTOMER SERVICEOBJECTIVES:To provide participants concepts and practice exercises of quality customer service delivery in the insuranceconceptCONTENTS:• 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 - April 1-2 Oct 21-22 Dubai - Sept 26-27 Abu Dhabi - April 3-4 Oct 14-15 Fujairah - April 15-16 33 Al Ain - May 27-28
  31. 31. INSURANCE MARKETINGOBJECTIVES:To understand the significance of marketing and marketing planning to the effectiveness of the insuranceindustry 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 - April 3-4 34 Abu Dhabi - April 1-2
  32. 32. BUSINESS 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 Sharjah - April 22-23 Dubai - Oct 3-4 35 Abu Dhabi - April 22-23
  33. 33. TEAM BUILDINGOBJECTIVES:To offer insights into the behavioral process through which teams evolve in business organizations and thespecific 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 - April 29-30 36 Abu Dhabi - May 6-7
  34. 34. EMOTIONAL INTELLIGENTSOBJECTIVES:Learning tools and techniques to improve your emotional awareness and your ability to manage feeling – yourand 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 Sharjah - May 13-14 37 Abu Dhabi - May 13-14
  35. 35. SELLING 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 - Feb 6-7 38 Abu Dhabi - Feb 6-7
  36. 36. CREATIVE 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 - May 27-28 39 Abu Dhabi - May 20-21
  37. 37. AFTER – SALES SERVICEOBJECTIVES:To understand and appreciate customer expectations and importance of after sales service in insurance industryCONTENTS:• 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 Sharjah - June 3-4 40 Abu Dhabi - June 5-6
  38. 38. NEGOTIATION 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 senior executives from insurance industry Sharjah - June 5-6 41 Abu Dhabi - June 3-4
  39. 39. LEADERSHIP SKILLSOBJECTIVES:This program pushes each and every delegate to gain an understanding of themselves and to stretch the bound-aries of their managerial capability. This is the one essential quality that anyone in any position of leadershipmust 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 - June 10-11 Dubai - Nov 11-13 42 Abu Dhabi - June 12-13
  40. 40. TELEPHONE 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 Sharjah - Sept 23-24 43 Abu Dhabi - Sept 25-26
  41. 41. PERFORMANCE 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 - Sept 25-26 44 Abu Dhabi - Sept 23-24
  42. 42. TIME 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 effectively managetheir 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 45 Sharjah - Oct 7-8
  43. 43. EFFECTIVE COMMUNICATION TECHNIQUESOBJECTIVES:This course is for those people who want to understand how to communicate more effectively with theircustomers, 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 - Nov 4-5 Dubai - Sept 16-17 46 Abu Dhabi - Nov 4-5
  44. 44. ENGLISH 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 intermediate levelability in the use of englishDURATION:5 DaysMETHOD:Lectures, textbook, discussion and class workINSTRUCTORS:EIBFS faculty Sharjah - March 4-8 Nov 4-7 Dubai - Oct 7-11 Abu Dhabi - March 4-8 47 Nov 4-7
  45. 45. BUSINESS 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 general englishcourse.DURATION:5 DaysMETHOD:Lectures, textbook, discussion and class workINSTRUCTORS:EIBFS faculty Sharjah - April 22-26 Nov 18-22 Dubai - Nov 4-8 Abu Dhabi - April 22-26 48 Nov 18-22
  46. 46. ADMINISTRATION 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 the training departmentsituated in the second floor in the new building. Attendance reports will be sent to insurance companies and certificates will notbe issued to those who absent themselves for more than 10% of the total duration of the course.LIBRARY RESOURCESThe library is located on the ground floor and the participants are encouraged to make full use of this facility for a membershipat a nominal fee. In addition to normal working hours, the library is also open in the evening from 6.00pm to 8.00pm.For more information please contact the librarian.CAFETERIA FACILITIESThe cafeteria is located on the second floor – new building and its staff are ready to help you. Please do not take food or drinkout of the cafeteria.PRAYER ROOMA Prayer Room is located on the ground floor of the new building for males and second floor of the main building forfemales.SMOKING IS FORBIDDENSmoking is hazardous and injurious to health and a cause of discomfort to your non smoking colleagues and staff. Smoking inthe institute is strictly forbidden.MOBILESTo avoid disturbances during training, we request the participants kindly TURN OFF mobiles while in the training room. 49
  47. 47. Location Map - Abu Dhabi Abu Dhabi Campus Located on the Mouroor Street, EIBFS Building. Tel : (02) 4464666 Ext 103, Fax : (02) 4435222 P.O Box 7108, Abu Dhabi, UAE, Email: hrdcad@eibfs.com www.eibfs.com Eastern Ring Road Exit 8 Estern R ing Roa d Estern R ing Roa d Al Nahyan Street Zayed Bridge Delma Street Ministry of ora The Emirates Centre mo Youth Centre and for strategic studies Street M a Community Development & Research Al Sada Al HCT 21st Street Abu Dhabi Men’s College 23rd IPIC eet 19 Str New Airport Road 4th Street Muroor Road Al Itihad Abu Dhabi News Papper eet Fire Bridge 15th Street13th Str 17 th Street Al Jazeera Sports & Cultural Club Al Itihad Old Airport Road Shaikh Rashid Bin Sa eed Al Maktoum st. Airport Road Mohd. Bin Khalifa St
  48. 48. Location Map - Sharjah Sharjah Campus P.O. Box: 4166, Sharjah, UAE Tel: +971 6 572 8880 EXT 182, Fax: +971 6 572 3983, E-mail: hrdc@eibfs.com www.eibfs.com EI BF S an ge m Post Office id Aj Br R/A Sharjah Al Estiqlla lalRo Square Immigration Unive rsity R ge oad id Br da King ah Central t Abdu ee W Bank l Aziz str Al Stree t al ql ta Abu King Es Park Shagra Abdu l Aziz S treet Kin gF aiz al R ad oa Ro d da h Wa Al h ja ar Sh i ba Du
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