The document outlines the Insurance Authority's 2012 annual training plan developed in cooperation with the Human Resources Development Committee and Emirates Insurance Association, which includes 95 programs across various insurance topics to be held in Sharjah, Abu Dhabi, Dubai, Fujairah, and Al Ain aimed at enhancing performance and emiratization in the UAE insurance sector.

1. Insurance
Annual Training Plan
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‫ﺑﺎﻟﺘﻌﺎﻭﻥ ﻣﻊ‬ In co-operation with:
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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 4435222
www.hrdc.ae hrdc@eibfs.com : ‫ ﺍﻟﺒﺮﻳﺪ ﺍﻹﻟﻜﺘﺮﻭﻧﻲ‬hrdcad@eibfs.com : ‫ﺍﻟﺒﺮﻳﺪ ﺍﻹﻟﻜﺘﺮﻭﻧﻲ‬ Email: hrdc@eibfs.com Email: hrdcad@eibfs.com www.hrdc.ae

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 towards
for the Insurance sector.
This year (2012) Annual Training plan is an extension and continuation of joint effects with EIBFS to the benefits of
the 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 annual
training plan. Wishing all success and looking forward for more fruitful cooperation.
Fatima Mohammed Ishaq Al Awadi
Deputy General Manager
Insurance Authority

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 educational
programs, workshops and seminars, research and studies, and follow up of emiratization percentage through the development
of 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 the
evening, 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 encourage
their 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 human
resources and increasing the Emiratization percentage in the insurance sector.
Jamal Al Jassmi
General Manager
EIBFS

4. Insurance Annual Training Plan
2012

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. Insurance Programs
SL. Program Duration Sharjah Dubai Fujairah Al Ain Abu Dhabi
1 Life Insurance and Personal accidents 3 Feb 12-14 Feb 19-21
2 Islamic Insurance (Takaful) 3 Feb 26-29 March 4-7
3 Property Insurance & General Accidents 3 March 11-13 March 18-20
4 Marine Insurance 3 March 18-20 March 6-8
5 Insurance Risk Management 3 March 25-27 March 25-27
6 Introduction to Insurance & Documentation 5 April 8-12 April 15-19
7 Liabilities 3 April 15-17 April 8-10
8 Motor Insurance 3 May 6-8 Mar 23-25 Oct 21-23 April 29-May 1
9 Underwriting Principles & Practices 3 May 20-22 May 27-29
10 Medical and Health Insurance 3 May 29-31 May 22-24
11 Claim Management 2 June 18-19 June 10-11
12 Reinsurance 3 Sept 9-11 Sept 23-25 Sept 16-18
13 Engineering Insurance 3 Sept 16-18 Oct 21-23 Sept 9-11
14 Islamic Insurance (Takaful) 3 Sept 30-Oct 3 Nov 18-21 Oct 7-10
15 Fire Insurance 3 Oct 14-16 Sept 18-20 Oct 21-23
16 Motor Insurance 3 Nov 11-13 Sept 30-Oct 2 Nov 11-13
17 Introduction to Insurance NEW 3 Nov 18-20 Oct 14-16
English Programs
SL. Program Duration Sharjah Dubai Abu Dhabi
1 English Language Skills Evening 5 March 4-8 March 4-8
2 Business Writing Evening 5 April 22-26 April 22-26
3 English Language Skills Evening 5 Nov 4-7 Oct 7-11 Nov 4-7
4 Business Writing Evening 5 Nov 18-22 Nov 4-8 Nov 18-22
7

7. Management Programs
SL. Program Duration Sharjah Dubai Fujairah Al Ain Abu Dhabi
1 Cross Cultural Orientation 2 March 14-15 March 13-14
2 Interpersonal Skills 2 Feb 19-20 Feb 12-13
3 Customer Relationship Management Evening 2 Feb 26-27 Feb 26-27
4 E insurance NEW 2 March 4-5
5 Stress Management 2 March 18-19 March 11-12
6 Customer Service 2 April 1-2 April 15-16 May 27-28 April 3-4
7 Insurance Marketing 2 April 3-4 April 1-2
8 Business Etiquette NEW 2 April 22-23 Oct 3-4 April 22-23
9 Team Building 2 April 29-30 May 6-7
10 Emotional Intelligence 2 May 13-14 May 13-14
11 Selling Insurance Products 2 Feb 6-7 Feb 6-7
12 Creative Thinking and Problem Solving 2 May 27-28 May 20-21
13 After - Sales Service 2 June 3-4 June 5-6
14 Negotiation Skills 2 June 5-6 June 3-4
15 Leadership Skills 2 June 10-11 Nov 11-13 June 12-13
16 Telephone skills 2 Sept 23-24 Sept 25-26
17 Performance Management 2 Sept 25-26 Sept 23-24
18 Time Management 2 Oct 7-8
19 Customer Service 2 Oct 21-22 Sept 26-27 Oct 14-15
20 Effective Communication Techniques NEW 2 Nov 4-5 Sept 16-17 Nov 4-5
9

8. Course Content
Insurance Program
2012

9. LIFE INSURANCE AND PERSONAL ACCIDENTS INSURANCE
OBJECTIVES:
• To understand the need and scope of life insurance
• To appreciate the various types of insurance policies suiting different types of customers
CONTENTS:
• Fundamentals of life insurance
• Need for life insurance.
• Types of life insurance
• Buying and selling life insurance
• Maturity / death claim process
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry / involved in marketing of insurance products
DURATION:
3 Days
METHOD:
Lectures, exercises, case analysis
INSTRUCTORS:
EIBFS faculty and expertise from insurance industry.
Sharjah - Feb 12-14
11 Abu Dhabi - Feb 19-21

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 & challenges
PARTICIPATION REQUIREMENTS:
Officers and managers in insurance companies who is dealing with Takaful insurance products
DURATION:
3 Days
METHOD:
Lectures, case analysis, group discussions and interactive sessions
INSTRUCTORS:
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. PROPERTY INSURANCE AND GENERAL ACCIDENTS
OBJECTIVES:
To understand the concepts of property insurance with due emphasis on average clause and right of subrogation
CONTENTS:
• Different types of policies
• Various packages
• Beneficiaries under various category
• Average clause & right of subrogation
• Underwriting
• Settlement of claims
• Renewals
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry
DURATION:
3 Days
METHOD:
Lectures, exercises, case analysis
INSTRUCTORS:
EIBFS faculty and senior executives from insurance industry
`
Sharjah - March 11-13
13 Abu Dhabi - March 18-20

12. MARINE INSURANCE
OBJECTIVES:
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 Days
METHOD:
Lectures, case analysis, group discussions and interactive sessions
INSTRUCTORS:
EIBFS faculty and senior level insurance trainers
Sharjah - March 18-20
14 Abu Dhabi - March 6-8

13. INSURANCE RISK MANAGEMENT
OBJECTIVES:
To appreciate the risk involved in insurance business and steps taken to mitigate the same
CONTENTS:
• 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 process
PARTICIPATION REQUIREMENTS:
Middle level executives or officers working in insurance industry with at least one year’s experience
DURATION:
3 Days
METHOD:
Lectures, exercises, case analysis
INSTRUCTORS:
EIBFS faculty and senior executives from insurance industry
Sharjah - March 25-27
15 Abu Dhabi - March 25-27

14. INTRODUCTION TO INSURANCE & DOCUMENTATION
OBJECTIVES:
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 Documentation
• Insurance Fundamental Principles
• Underwriting & Rating Principles
• Main Insurance Classes and Covers
• Claims
PARTICIPATION REQUIREMENTS:
Newly appointed staff
DURATION:
5 Days
METHOD:
Lectures, case analysis, group discussions and interactive sessions
INSTRUCTORS:
Senior level Insurance Executives
Sharjah - April 8-12
16 Abu Dhabi - April 15-19

15. LIABILITIES
OBJECTIVES:
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 claims
PARTICIPATION REQUIREMENTS:
Middle level executives or officers working in insurance industry with at least one year’s experience
DURATION:
3 Days
METHOD:
Illustrations, practice sessions, presentations
INSTRUCTORS:
EIBFS faculty or experts specialized in insurance
Sharjah - April 15-17
17 Abu Dhabi - April 8-10

16. MOTOR INSURANCE
OBJECTIVES:
To understand the need and scope of motor insurance and the functional aspects governing the same
CONTENTS:
• 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 process
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry
DURATION:
3 Days
METHOD:
Lectures, exercises, case analysis
INSTRUCTORS:
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. UNDERWRITING PRINCIPLES & PRACTICES
OBJECTIVES:
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 underwriting
PARTICIPATION REQUIREMENTS:
Middle and senior level executives working in insurance industry with a minimum experience of 3 years
DURATION:
3 Days
METHOD:
Lectures, exercises, presentations
INSTRUCTORS:
EIBFS faculty and senior executives from insurance industry.
Sharjah - May 20-22
19 Abu Dhabi - May 27-29

18. MEDICAL AND HEALTH INSURANCE
OBJECTIVES:
To understand the benefits of medical insurance and various aspects related to it
CONTENTS:
• 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 cancelations
PARTICIPATION REQUIREMENTS:
Staff working in general insurance involved in distribution of insurance products
DURATION:
3 Days
METHOD:
Lectures, exercises, case analysis
INSTRUCTORS:
EIBFS faculty and senior executives from insurance industry
Sharjah - May 29-31
20 Abu Dhabi - May 22-24

19. CLAIM MANAGEMENT
OBJECTIVES:
To understand and appreciate process, techniques and managing claims
CONTENTS:
• Claim management & philosophy
• Claim negotiations ( tools to effective negotiation)
• Claim quality versus claim expectations
• Principles and practice in claim handling
PARTICIPATION REQUIREMENTS:
All employees dealing with claims
DURATION:
2 Days
METHOD:
Lectures, case studies
INSTRUCTORS:
EIBFS faculty and expert from insurance industry
Sharjah - June 18-19
21 Abu Dhabi - June 10-11

20. REINSURANCE
OBJECTIVES:
To understand the principles of reinsurance used as a hedging tool by the insurance companies against risk
undertaken by them
CONTENTS:
• Concept of reinsurance
• Role of reinsurance
• Different types of reinsurance
• Reinsurance treaties
• Retention and cessation of risk
PARTICIPATION REQUIREMENTS:
Middle and senior level executives working in insurance industry with a minimum experience of 3 years
DURATION:
3 Days
METHOD:
Lectures, exercises, case analysis
INSTRUCTORS:
EIBFS faculty and senior executives from the insurance industry
Sharjah - Sept 9-11
22 Abu Dhabi - Sept 16-18

21. ENGINEERING INSURANCE
OBJECTIVES:
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 process
PARTICIPATION REQUIREMENTS:
Staff working in general insurance involved in distribution of insurance products
DURATION:
3 Days
METHOD:
Lectures, exercises, case study, case analysis
INSTRUCTORS:
EIBFS faculty and corporate trainer from insurance industry
Sharjah - Sept 16-18
23 Abu Dhabi - Sept 9-11

22. FIRE INSURANCE
OBJECTIVES:
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 renewals
PARTICIPATION REQUIREMENTS:
Staff working in general insurance involved in distribution of insurance products
DURATION:
3 Days
METHOD:
Lectures, case analysis, group discussions and interactive sessions
INSTRUCTORS:
Senior level insurance executives with exposure into fire insurance
Sharjah - Oct 14-16
Dubai - Sept 18-20
24 Abu Dhabi - Oct 21-23

23. INTRODUCTION TO INSURANCE
OBJECTIVES:
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 Insurance
PARTICIPATION REQUIREMENTS:
Newly appointed staff
DURATION:
3 Days
METHOD:
Lectures, case analysis, group discussions and interactive sessions
INSTRUCTORS:
Senior level Insurance Executives
Sharjah - Nov 18-20
25 Dubai - Oct 14-16

24. Course Content
Management Programs
2012

25. CROSS CULTURAL ORIENTATION
OBJECTIVES:
Tools and techniques for those working in a multi cultural society, enabling effective communication, concept
and 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 cultures
PARTICIPATION REQUIREMENTS:
All functional staff in the insurance industry
DURATION:
2 Days
METHOD:
Lectures, discussion and group work
INSTRUCTORS:
EIBFS faculty
Sharjah - March 14-15
28 Abu Dhabi - March 13-14

26. INTERPERSONAL SKILLS
OBJECTIVES:
• 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 people
CONTENTS:
• Need for maintaining interpersonal relationship
• Factors that determine interpersonal relationships
• Improving the skills of improving interpersonal relationship
• Effective communication
PARTICIPATION REQUIREMENTS:
Junior and middle level executives working in insurance industry
DURATION:
2 Days
METHOD:
Lectures, exercises, role plays
INSTRUCTORS:
EIBFS faculty
Sharjah - Feb 19-20
29 Abu Dhabi - Feb 12-13

27. CUSTOMER RELATIONSHIP MANAGEMENT
OBJECTIVES:
Training and tips doe those involved in setting corporate strategy and acquiring, developing, valuing and
managing 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 program
PARTICIPATION REQUIREMENTS:
Middle to senior management in the insurance industry
DURATION:
2 Days
METHOD:
Lectures, case analysis, group discussions
INSTRUCTORS:
Experts specialized in HR management & leadership
Sharjah - Feb 26-27
30 Abu Dhabi - Feb 26-27

28. E INSURANCE
OBJECTIVES:
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 services
PARTICIPATION REQUIREMENTS:
All staff in Junior and middle level
DURATION:
2 Days
METHOD:
Lectures, Internet sessions, demos and case studies.
INSTRUCTORS:
IT expert
31 Sharjah - March 4-5

29. STRESS MANAGEMENT
OBJECTIVES:
Stress occurs for a host of different reasons. This program begins with an examination of the causes of stress, a
brief history of stress study, and a self diagnostic tool with which participants will pinpoint their biggest
stressors: time management issues, communication with co-workers etc
CONTENTS:
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 documentation
PARTICIPATION REQUIREMENTS:
All staff working in insurance industry
DURATION:
2 Days
METHOD:
Lectures, case analysis, group discussions
INSTRUCTORS:
Experts specialized in HR management & leadership
Sharjah - March 18-19
32 Abu Dhabi - March 11-12

30. CUSTOMER SERVICE
OBJECTIVES:
To provide participants concepts and practice exercises of quality customer service delivery in the insurance
concept
CONTENTS:
• 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 complaints
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry dealing with customers
DURATION:
2 Days
METHOD:
Illustrations, practice sessions, presentations, role plays
INSTRUCTORS:
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. INSURANCE MARKETING
OBJECTIVES:
To understand the significance of marketing and marketing planning to the effectiveness of the insurance
industry and also to apply knowledge and skills to practical situations
CONTENTS:
• 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 marketing
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry / involved in marketing of insurance products
DURATION:
2 Days
METHOD:
Lectures, case analysis, group discussions
INSTRUCTORS:
Senior level insurance executives
Sharjah - April 3-4
34 Abu Dhabi - April 1-2

32. BUSINESS ETIQUETTE
OBJECTIVES:
• 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 events
PARTICIPATION REQUIREMENTS:
Bank employees who required this program
DURATION:
2 Days
METHOD:
Lecturer, Group discussion and films
Sharjah - April 22-23
Dubai - Oct 3-4
35 Abu Dhabi - April 22-23

33. TEAM BUILDING
OBJECTIVES:
To offer insights into the behavioral process through which teams evolve in business organizations and the
specific behavioral initiative by the members that fortify the team
CONTENTS:
• 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 dynamic
PARTICIPATION REQUIREMENTS:
Insurance staff at any level with at least one year’s experience
DURATION:
2 Days
METHOD:
Lectures, games, exercises, discussion and videos
INSTRUCTORS:
EIBFS faculty
Sharjah - April 29-30
36 Abu Dhabi - May 6-7

34. EMOTIONAL INTELLIGENTS
OBJECTIVES:
Learning tools and techniques to improve your emotional awareness and your ability to manage feeling – your
and other peoples
CONTENTS:
• 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
• Renewals
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry
DURATION:
2 Days
METHOD:
Lectures, exercises, games and group discussion
INSTRUCTORS:
EIBFS faculty
Sharjah - May 13-14
37 Abu Dhabi - May 13-14

35. SELLING INSURANCE PRODUCTS
OBJECTIVES:
Skills to empower the insurance agents
CONTENTS:
• Concept of selling
• Priorities
• Creating unique selling propositions
• Elements for unique selling propositions
• Various stages of a sale
• How to achieve sales goal
• Case studies
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry involved in selling of insurance products
DURATION:
2 Days
METHOD:
Lectures, exercises, role plays, presentations
INSTRUCTORS:
EIBFS faculty
Sharjah - Feb 6-7
38 Abu Dhabi - Feb 6-7

36. CREATIVE THINKING AND PROBLEM SOLVING
OBJECTIVES:
• 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 techniques
PARTICIPATION REQUIREMENTS:
Employees working in insurance sector who require this program
DURATION:
2 Days
METHOD:
Group discussions, individual, paired and small group exercise, practical sessions with audio visual aids
INSTRUCTORS:
Experts specialized in HRM and Leadership
Sharjah - May 27-28
39 Abu Dhabi - May 20-21

37. AFTER – SALES SERVICE
OBJECTIVES:
To understand and appreciate customer expectations and importance of after sales service in insurance industry
CONTENTS:
• High level map of sales process
• Clear understanding of post sales
• Management of expectations
• Time management & communication
• Cross selling
• Renewal and expiry of policies
PARTICIPATION REQUIREMENTS:
All employees working in insurance sector who are involved in marketing & policy servicing department
DURATION:
2 Days
METHOD:
Lectures, case studies, video and illustrations
INSTRUCTORS:
EIBFS faculty and senior executives from insurance industry
Sharjah - June 3-4
40 Abu Dhabi - June 5-6

38. NEGOTIATION SKILLS
OBJECTIVES:
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 negotiation
PARTICIPATION REQUIREMENTS:
All employees working in insurance sector
DURATION:
2 Days
METHOD:
Lectures, case studies and role play
INSTRUCTORS:
EIBFS faculty and senior executives from insurance industry
Sharjah - June 5-6
41 Abu Dhabi - June 3-4

39. LEADERSHIP SKILLS
OBJECTIVES:
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 leadership
must develop
CONTENTS:
• 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 examples
PARTICIPATION REQUIREMENTS:
Middle to senior management
DURATION:
2 Days
METHOD:
Lectures, case studies, video and experiential learning
INSTRUCTORS:
Experts specialised in HR management and leadership
Sharjah - June 10-11
Dubai - Nov 11-13
42 Abu Dhabi - June 12-13

40. TELEPHONE SKILLS
OBJECTIVES:
To develop the skill of effectively using the telephone to enhance the image among the customers
CONTENTS:
• Communication skills
• Listening skills
• Building customer relationship
• Telephone language and skills
• Follow up
PARTICIPATION REQUIREMENTS:
All employees working in insurance sector who wish to improve their skills in using the telephone effectively
DURATION:
2 Days
METHOD:
Lectures, presentations and role play
INSTRUCTORS:
Experts specialized in HR management and leadership
Sharjah - Sept 23-24
43 Abu Dhabi - Sept 25-26

41. PERFORMANCE MANAGEMENT
OBJECTIVES:
• 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 management
CONTENTS:
• Defining standards of performance, setting benchmarks
• Designing and installing effective performance measurement systems
• Conducting performance appraisal discussions
PARTICIPATION REQUIREMENTS:
All employees working in insurance sector
DURATION:
2 Days
METHOD:
Lecture, group discussion and case studies
INSTRUCTORS:
Experts specialized in HR management and leadership
Sharjah - Sept 25-26
44 Abu Dhabi - Sept 23-24

42. TIME MANAGEMENT
OBJECTIVES:
• 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 stealers
CONTENTS:
• Time as a resource
• Time stealers
• Analyzing your use of time
• Planning & objective setting
• Time management strategies
PARTICIPATION REQUIREMENTS:
All employees working in insurance sector who wish to improve their skills and technique to effectively manage
their time
DURATION:
3 Days
METHOD:
• 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 techniques
INSTRUCTORS:
Experts specialized in HR management and leadership
45 Sharjah - Oct 7-8

43. EFFECTIVE COMMUNICATION TECHNIQUES
OBJECTIVES:
This course is for those people who want to understand how to communicate more effectively with 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 Stages
PARTICIPATION REQUIREMENTS:
Junior and middle level executives working in insurance industry
DURATION:
2 Days
METHOD:
Lectures, exercises, role plays
INSTRUCTORS:
EIBFS faculty
Sharjah - Nov 4-5
Dubai - Sept 16-17
46 Abu Dhabi - Nov 4-5

44. ENGLISH LANGUAGE SKILLS
OBJECTIVES:
• 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 organization
CONTENTS:
• Revision of basic grammar structures
• Insurance English vocabulary
• Role plays to practice speaking and listening skills
• Reading& comprehension
• Planning & formatting emails
• Dealing with complaints
PARTICIPATION REQUIREMENTS:
This program is intended for those employed by insurance companies with an elementary to intermediate level
ability in the use of english
DURATION:
5 Days
METHOD:
Lectures, textbook, discussion and class work
INSTRUCTORS:
EIBFS faculty
Sharjah - March 4-8
Nov 4-7
Dubai - Oct 7-11
Abu Dhabi - March 4-8
47 Nov 4-7

45. BUSINESS WRITING
OBJECTIVES:
• Continuation of syllabus of general english
• To augment trainee’s english
• To familiarize trainees with more advanced language for the fields of insurance and business
CONTENTS:
• Reading, comprehension and vocabulary training at an advanced level
• Planning and formatting e-mail
• Internal & external correspondence
• Presentation practice
• Marketing communication
• Dealing with complaints
PARTICIPATION REQUIREMENTS:
This program is intended for those with a good level of english. They must have completed general english
course.
DURATION:
5 Days
METHOD:
Lectures, textbook, discussion and class work
INSTRUCTORS:
EIBFS faculty
Sharjah - April 22-26
Nov 18-22
Dubai - Nov 4-8
Abu Dhabi - April 22-26
48 Nov 18-22

46. ADMINISTRATION POLICIES
TRAINING HOURS AND ATTENDANCE
You are required to attend regularly and to be punctual.
Our Training programs are either conducted:
Morning: 8:30- 13:30
Evening: 17:30 - 21:00
Kindly show up 20 minutes earlier for registration. If you are unable to attend or will be late, please notify the training department
situated in the second floor in the new building. Attendance reports will be sent to insurance companies and certificates will not
be issued to those who absent themselves for more than 10% of the total duration of the course.
LIBRARY RESOURCES
The library is located on the ground floor and the participants are encouraged to make full use of this facility for a membership
at 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 FACILITIES
The cafeteria is located on the second floor – new building and its staff are ready to help you. Please do not take food or drink
out of the cafeteria.
PRAYER ROOM
A Prayer Room is located on the ground floor of the new building for males and second floor of the main building for
females.
SMOKING IS FORBIDDEN
Smoking 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.
MOBILES
To avoid disturbances during training, we request the participants kindly TURN OFF mobiles while in the training room.
49

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 Street
13th 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. 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
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Post Office
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Al Estiq
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Square
Immigration
Unive
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id
Br
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King
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Central
t
Abdu
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Bank l Aziz
str
Al
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Abu King
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Park Shagra Abdu
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treet
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