Public Affairs Ireland is offering a range of training events from March to June 2014 focused on human resource management, customer service, finance, public law, media communications, project management, and leadership skills. The courses aim to enhance participants' professional skills and knowledge in various fields, including effective interviewing, financial statements understanding, and customer care techniques. The training sessions are designed for public sector employees and cover practical skills tailored to improve workplace performance and efficiency.

1. Public Affairs Ireland
Training Events
March-June 2014

2. Human Resource Management
training Institute
categories... of
Leadership
Six
Sigma
& Management
Project Management
& Public Procurement
Public
Law
Administration
Finance &
Communications
Economics
Lean
Customer
Service
Data Protection & FOI
Writing &
Editing Media &
Public Management & Governance

3. Human Resource Management
Understanding and Dealing
With Workplace Conflict
Wednesday 12th March
9.30am-4pm
A Guide to the Labour
Relations Commission
and the Labour Court
Wednesday 26th March
9.30am-4pm
Measuring the
Effectiveness of Training
Wednesday 2nd April
9am-4pm
Discover how to make
effective use of the LRC’s
Conciliation and Rights
Commissioner services as
well as the Labour Court
to reach agreement on
disputes
Learn the importance of
evaluating training and the
different
approaches
to
measuring the impact of
training on productivity and
effectiveness
Learn how to analyse and
intervene in workplace conflicts
to prevent them undermining
performance and productivity
Time Management and
Personal Effectiveness
Tuesday 1st April /
Wednedsay 18th June
9am-1pm
Enhance the efficiency of
individual members of staff
in order to increase the
overall productivitiy of your
organisation

4. Human Resource Management
Certificate in Human
Resource Management
Starts Tuesday 13th May
3 Days, 9.30am-4pm Daily
Effective Interviewing Skills
for Interviewers
Wednesday 21st May
9am-1pm
Develop the knowledge and skills
necessary to effectively fulfil a role
dealing with staffing and HR issues and
gain a valuable insight into practical HR
management issues that will maximise
your ability to perform in the role
this course is endorsed by the Institute
of Leadership and Management (ILM)
Gain a full understanding of the role of
an interviewer and develop the skills
necessary to successfully establish and
assess a candidate’s strengths and
potential and to question and evaluate
candidates in a fair and consistent way
Interview Skills for
Interviewees
Wednesday 28th May
9am-1pm
Understand what an interview panel is
looking for and learn how to effectively
prepare for an interview and to outline and
communicate strengths and competencies
clearly and confidently

5. Finance and Economics
Understanding Financial Statements
(For Non-Financial People)
Tuesday 4th March
9am-1pm
Improve your ability to read
and understand the two key
financial statements - the Income
& Expenditure Account and the
Balance Sheet
Internal Audit
Thursday 1st May
9am-1pm
Discover the role and importance
of the internal audit unit in
the overall governance of an
organisation

6. Customer Service
Customer Care Skills - For
Help Desk and Call Centres
Wednesday 19th March
9am-1pm
Learn how to deal with a variety of phone
queries - including those by aggressive or difficult
customers - effectively and professionally and to
deliver customer satisfaction
Quality Customer
Service
Tuesday 8th April /
Thursday 19th June
9am-1pm
Discover essential tips and techniques
to provide the highest possible standard
of service to members of the public
and internal clients through effective,
efficient interactions

7. Customer Service
Dealing With Difficult
Customers
Wednesday 7th May
9am-1pm
Gain the specific set of skills needed to deal with
customers who are insistent, rude or even verbally
abusive and develop managing strategies to
defuse unpleasant situations and to negotiate
calmly and effectively
Developing Excellent
Customer Service Workshop
Tuesday 20th May
9.30am-4pm
Improve your confidence in dealing with the
public and in approaching challenging customer
service situations by learning the principles of
excellent customer service and communication
and applied psychology techniques

8. Institute of Public Law
Legal Professional Privilege
Thursday 13th March
9am-1pm
Discover the main types of legal
privilege
and
various
issues
surrounding the protection of
communications between lawyers
and clients
Certificate in Public Law
Thursday 27th March & Thursday 4th April
9.30am-4pm Daily
Improve
your
awareness
and
understanding of the key principles
and rules of public law and the
delivery of public services
this course is accredited by the Institute of
Commercial Management (ICM) for a CPD
Award
Courtroom Skills Training
Tuesday 8th April
9am-3pm
Learn how to present evidence and respond
to questions under cross examination in a
legal forum and increase your understanding
of the processes involved in the different
types of legal forum

9. Media & Communications
Develop Your Confidence in
Workplace Communications
Tuesday 4th March
9am-1pm
Improve your ability to deal with
others in the workplace and
develop your communication
style into a positive, productive
and direct manner
Public Speaking and
Presentation Skills
Wednesday 2nd April
9am-1.30pm
Speechwriting
Tuesday 13th May
9am-1pm
Conquer your nerves and
develop the confidence to
speak in public and to prepare
and deliver clear and effective
presentations
Learn essential tips and techniques to write and
deliver a professional and worthwhile speech,
including how to assess your audience, how
to make a positive first impression and how to
engage your audience

10. Project Management & Public Procurement
No Nonsense IT Project
Management
Thursday 20th March
9am-4.30pm
Gain the skills to deliver and project manage
successful IT/Software development projects
through an understanding of requirement
definition, design, testing, project rollout and
estimation techniques
Certificate in Public Sector
Corporate Governance
Tuesday 25th March & Tuesday 1st April
9.30am-4pm Daily
Develop your understanding of corporate
governance in a public sector context,
including the management of relationships
between central departments and other
public bodies
this course is accredited by the Institute of
Commercial Management (ICM) for a CPD Award

11. Project Management & Public Procurement
Certificate in Public Sector
Project Management
Starts Wednesday 26th March
8 days, 9.30am-4pm Daily
Discover essential skills techniques for the careful
management, execution and monitoring of projects
across the Irish Public Service, including budgeting,
managing stakeholders, legal issues and ensuring
value for money
participants will receive a QQI Level 6 Special Purpose
Award on successful completion of the course
No Nonsense Project
Management
Tuesday 17th June
9.30am-4.15pm
Develop the knowledge of the practical steps
required for successful project management,
including defining crystal clear requirements,
determining
a
concise
scope
and
implementing to meet customer needs

12. Writing and Editing
Proofreading
Thursday 13th March /
Thursday 29th May
9am-1pm
Ensure that all written information from your
information is conveyed clearly, concisely
and - above all - correctly. Discover top
tips for proofreaders including proofreading
marks, common errors of grammar and style
and punctuation
Writing for the Web
Wednesday 26th March
9am-1pm
Learn how to write clear, concise and
user-friendly web content in order to
ensure that messages in your website are
delivered effecively and persuasively to
the target audience

13. Writing and Editing
Editing Skills
Wednesday 9th April
9am-1pm
Gain the skills and resources needed
to edit a range of documents quickly
and effectively and understand how
to create documents that are clear,
concise, correct and readable
Plain English
Thursday 22nd May
9am-1pm
Improve customer relations and save money
by using plain English in public communications
- ensure all readers get your message by
learning how to pitch your writing for your target
audience and get essential tips on grammar
and punctuation

14. Data Protection and FOI
Conference on
Freedom of Information
Westin Hotel, Dublin 2
Thursday 27th March
9am-1pm
A special half-day conference, sponsored by
Mason Hayes & Curran, which will address the
current operation of FOI in Ireland and examine
the impact of pending changes once the
Freedom of Information Bill 2013 is enacted.
Certificate in Freedom of
Information
Wednesday 30th April & Thursday 1st May
9.30am-4pm (Wed) / 9.30am-12.30pm (Thurs)
Certificate in Data Protection
Wednesday 14th May & Thursday 15th May
9.30am-4pm (Wed) / 9.30am-1pm (Thurs)
Gain the skills, knowledge and competencies
necessary in the role of an FOI officer,
including essential laws, rules and guidelines,
the role of the Information Commissioner and
a review of recent court decisions
this course is accredited by the Institute of
Commercial Management (ICM) for a CPD Award
Learn about Data Protection legislation,
the role of the Data Protection Information
Commissioner and the essential rules and
guidelines involved in the control and protection
of personal data by the public service
this course is accredited by the Institute of
Commercial Management (ICM) for a CPD Award

15. Leadership and Management
7 Habits Model of Personal
Effectiveness
Tuesday 4th March
9am-4pm
Managing, Motivating
and Coaching Staff
Wednesday 19th March
9am-1pm
Learn from the strategies of successful
professionals and enhance your personal
effectiveness to allow you to get to the top
of a highly competitive workforce. Based on
the lessons drawn from Dr. Stephen Covey’s
The 7 Habits of Highly Effective People
Discover how to adopt an effective
coaching management style and gain
key insights into effective coaching,
feedback and motivational strategies
to help employees achieve their full
potential
Team & People
Management
Wednesday 9th April
9am-4pm
Learn the practical skills required for
managing and improving the quality of
employee performance, including improving
your communication and delegation skills
and developing your coaching techniques
as a mangement style

16. Leadership and Management
Problem Solving and
Decision Making
Tuesday 29th April
9am-1pm
Improve your understanding of the process
that can be used for problem solving and
decision making in order to enhance your
ability to make well-reasoned decisions, to
put forward arguments, to tackle challenging
solutions and to formulate policies
Industrial Relations and
Negotiation Skills
Wednedsay 7th May
9.30am-4pm
ILM Certificate in
Leadership
Starts Thursday 13th May
3 Days, 9.30am-4.30pm Daily
Improve your bargaining techniques
and discover a systematic approach
to planning and conducting
workplace negotaions involving
trade unions
Develop the knowledge and skills to lead and manage
effectively through an exploration of leadership roles
and theories and the Myers Briggs Type Indicator (MBTI).
Identify your own leadership style, understand what
drives specific workplace behaviours and motivate
others to achieve workplace objectives
Participants will receive a Level 6 in Leadership certificate
from the ILM on successful completion of the course

17. Administration
Effective Meetings
Wednesday 12th March
9am-1pm
Minute Taking
Wednesday 21st May
9am-1pm
Avoid wasting time in meetings
by discovering practical tools
and techniques to help maximise
the use of available time and
resources
Discover how to take clear and concise
minutes that accurately reflect the decisions
taken and actions agreed at important
meetings, as well as how to prepare for a
meeting and review the finished minutes
Speed Reading
Tuesday 27th May
9am-1pm
Increase your productivity by learning how
to improve your reading speed while also
improving comprehension and retaining
information easily

18. Public Management and Governance
Managing Change in the
Public Sector
Thursday 3rd April
9.30am-4pm
Gain the practical skills and knowledge
necessary
to
lead
and
implement
organisational change to achieve improved
productivity, restructuring, changed work
practices and cost savings
Redeployment in the
Public Sector
Thursday 8th May
9am-1pm
Gain an understanding of the
complex legal and personnel
issues surrounding redeployment,
particularly the rights of both
employers and employees

19. Training Calendar
March
Tuesday 4th
• 7 Habits Model of Personal Effectiveness
• Understanding Financial Statements (For Non-Financial People)
• Develop Your Confidence in Workplace Communications
April
Wednesday 12th
• Effective Meetings
• Understanding and Dealing With Workplace Conflicts
Thursday 13
th
• Proofreading
• Legal Professional Privilege
Wednesday 19th
• Customer Care Skills - For Help Desk & Call Centres
• Managing, Motivating and Coaching Staff
Thursday 20th
• No Nonsense IT Project Management
Tuesday 25th
• Certificate in Public Sector Corporate Governance
Wednesday 26th
• Writing for the Web
• Certificate in Public Sector Project Management
• A Guide to the LRC & The Labour Court
Thursday 27th
• Certificate in Public Law
• Conference on Freedom of Information
Tuesday 1st
• Time Management and Personal Effectiveness
Wednesday 2nd
• Measuring the Effectiveness of Training
• Public Speaking & Presentation Skills
Thursday 3rd
• Managing Change in the Public Sector
Tuesday 8th
• Quality Customer Service
• Courtroom Skills Training
Wednesday 9th
• Editing Skills
• Team & People Management
Tuesday 29th
• Problem Solving and Decision Making
Wednesday 30th
• Certificate in Freedom of Information

20. Training Calendar
May
Thursday 1st
Thursday 22nd
• Internal Audit
• Plain English
Wednesday 7th
Tuesday 27th
• Dealing With Difficult Customers
• Industrial Relations and
Negotiation Skills
Thursday 8th
• Redeployment in the Public
Sector
• Speed Reading
Wednesday 28th
• Interview Skills for Interviewees
Thursday 29th
• Proofreading
Tuesday 13th
• Speechwriting
• Certificate in Human Resource
Management
• ILM Certificate in Leadership
Wednesday 14th
• Certificate in Data Protection
Tuesday 20
th
• Developing Excellent Customer
Service Workshop
Wednesday 21st
• Minute Taking
• Effective Interviewing Skills for
Interviewers
June
Wednesday 11th
• Certificate in Public Sector Financial Management
Tuesday 17th
• No Nonsense Project Management
Wednesday 18th
• Time Management and Personal Effectiveness
Thursday 19th
• Quality Customer Service

21. Booking is simple...
01 8195800
info@publicaffairsireland.com
www.publicaffairsireland.com
25 Mountjoy Square East
Dublin 1