agcc training portfolio 2011

Training Portfolio 2011

For further information on our courses go to: www.agcc.co.uk/training1

get your careeron the right course

Aberdeen & Grampian Chamber of Commerce

TRAINING PORTFOLIO 2011

Our Members at the heart of our Chamber. Our chamber at the

heart of a strong and sustainable eco

Our Chamber at the heart of a strong and sustainable economy in the City and Shire. Our region at the heart of a prosperous country.

Our members at the heart of our Chamber.


3

Our Members at the heart of our Chamber. Our chamber at the

heart of a strong and sustainable eco

ContentsWelcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

How to book online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Open Short CoursesPeople & Business Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Communication & Personal Developement . . . . . . . . . . . . . . . . . . . . . 10

HR & Employment Law . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

eLearning Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Finance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Training Calendar 2011 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Business Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

International Business & Commerce . . . . . . . . . . . . . . . . . . . . . . . . . . . .24

Business Development . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

Business Mentoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

In House Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

On Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Vocational Qualifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

Room Hire . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

How to find us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Terms & Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38


4t: (01224) 343902 e: [email protected]

Welcome Aberdeen & Grampian Chamber of Commerce (AGCC) aims to put the

members at the heart of the Chamber and the Chamber at the heart of

the region .

AGCC is forever committed to the development of skills and learning in

the North-east . We fully understand our market and have adapted our

training provision to ensure all organisations, large and small, have the

opportunity to enhance their skills .

In 2011, you can choose from;• 60 core short course subjects to be delivered throughout 2011,• 147 scheduled course dates,• NEW! On Demand training service,• 6 partner relationships with local and national organisations, broadening our

training provision to members,• NEW! ELearning provision offering accessible and flexible training,• In house training design and delivery,• Vocational Qualifications in management and leadership,• Business Mentoring programme offering support for businesses.

AGCC has a learning experience to satisfy every type of learner and requirement. We pride ourselves on quality service provision, adaptability and competitive pricing .

Fiona FernieCommercial Training Services Manager

bienvenue

Willkommen BenvenutoAloha

Cead míle fáilte

Fit LikeKaribu

Fit Like bienvenue

CeadWillkommen



Step 1. Visit www.agcc.co.uk/training

Step 2 . Once the desired course has been selected,

click “Add to Basket”

Step 3 . Follow instructions for inputting company

information .

Step 4 . Select payment method (Purchase Order

numbers are accepted) .

Step 5. An automatic email confirmation should

reach you shortly after booking and joining

instructions will follow .

How to book onlineAlthough we don’t work 24 hours, our website does!

Access all training information at your leisure and book and pay quickly

and securely .

bienvenue

Benvenutobienvenue

Cead



Every successful business requires effective leadership to achieve

their overarching aims . A distinct set of management skills and the

confidence to carry them out can empower individuals to motivate and

develop teams, communicate effectively and build a business strategy

that allows each individual to perform to the best of their abilities .

AGCC’s People and Business Management training encompass all levels

of the business hierarchy; from those taking first steps into management

roles to those climbing the career ladder looking for professional

qualifications.

Business & People Management

“A very good grounding in the basic skills and techniques for new

managers.”



“A very good grounding in the basic skills and techniques for new

managers.”

• How to Develop & Implement StrategyThis course aims to provide delegates with the opportunity to take a holistic view of their company and consider and understand their internal and external businesses focus and position in the wider market . The course is highly interactive and encourages much discussion around business direction, key stakeholders, current environment and objectives. This programme is ideal for owner/ managers and anyone in a position of responsibility where strategy and decision making is a key element .

• Management Plus – Leadership DevelopmentThis year long executive development programme explores the fundamentals of day to day management including recruitment and project, finance and change management . Delegates consider their individual and business management style in some detail with the opportunity to compare and contrast with fellow delegates from various sector and industry backgrounds . Successful completion of four assessments throughout the year leads to delegates receiving a Professional Certificate in Management (PCiM). For further details of management plus, please see page 9 .

• Business Improvement ProgrammeThe Business Improvement Programme identifies 5 Key Management Practices that you can be used to recognise and develop the unique needs and challenges you face in your business day-to-day and in the long term . It helps add more structure to your team, improves customer service and will help your workforce become more productive; highlighting your investment in their development and the benefit for you, your company and your people .

• Leading Successfully to Enhance Performance (2 days)Provides skills and tools to help you have meaningful conversations with your team and to ensure that their individual strengths become aligned with business goals .

“A very good grounding in the basic skills and techniques for new managers.”

Technip



• Essential Management Skills (2 days)This programme ensures managers are equipped with the knowledge and skills required to perform their duties in an acceptable and proactive manner. Each course is tailored to the exact requirements of the group, ensuring all delegates gain maximum benefit for the course with their specific questions answered.

• Enhanced Communication Skills for ManagersGives insight into your own communication style and highlights how to adopt and identify styles when managing staff, clients and senior managers. Effective communication ensures that expectations of staff and clients are clear, potential is developed, motivation improved and positive relationships established .

• How to Motivate & DelegateThis programme will show busy managers how to delegate properly and by using this skill, help motivate and delegate their own staff. Methods of effective and ineffective motivation will be discussed along with tips for identifying what tasks can be delegated and to who .

• How to Manage Remote WorkersThis course will highlight the issues surrounding the remote management of staff and seek to provide solutions to the common challenges. This course is ideal for those managing field sales staff, teams in satellite offices or for onshore managers supervising teams offshore.

• Essential Supervisory SkillsThis intensive course forms the ideal foundation in a range of management skills including effective communication, relationship and team building. The course explores the transition from team member to team leader, the obstacles that may arise as a result and to handle them while gaining respect . Designed to meet the needs of new or partly experienced supervisors and team leaders.

• Project Management – The BasicsAn introductory course designed to clarify and explain the basic concepts and roles within projects and project management. Trainer led discussion will demystify the jargon and aims to give delegates increased confidence in their project environment.

Relaxed but informative. Packed with usefull information, with just the right amount of interactivity

“Relaxed but informative. Packed with useful information, with just the right amount of

interactivity”NHS Grampian



Relaxed but informative. Packed with usefull information, with just the right amount of interactivity

management plus

Management Plus is a flexible 12 unit programme allowing delegates to work towards the achievement of a Professional Certificate in Management (PCiM). The course explores the theoretical background of management concepts and provides examples of practical applications. Management Plus aims to outline the fundamentals of competent management practice by embracing relevant topics.

Delegates attend one challenging workshop per month, interacting with like-minded individuals from a plethora of organisations.

Workshop titles include:

management

plusdevelop your skills improve your confidence

Module OneBusiness AwarenessManaging YourselfWorking Relationships

Module TwoTeam Building and LeadingDeveloping for High PerformersResults Management

Module ThreeRecruitment and SelectionFinance ManagementManaging Information

Module FourProject ManagementQuality and OperationsChange Management

One written assignment is completed per module with 4 pass marks achieving the PCiM.

Management Plus can be run on an in-company or open course basis with each delegate receiving course materials, website and tutor support. Units can be chosen to suit the learner’s needs, as all 12 units need not be completed.

No prior study or further education qualifications are required to enroll for Management Plus however it is recommended that delegates have first line/ supervisory responsibility.

For further details contact:

Fiona Ferniet: 01224 343917e: [email protected] 9



Effective communication can lead to a successful career, a happy office

and strong working relationships . Poor communication can result in

disgruntled colleagues or missed promotion opportunities .

AGCC’s ‘Communication and Personal Development’ courses are

designed to provide practical skills that will enable delegates to focus

on any attributes that limit or enhance their personal effectiveness in

the workplace . Delegates will be able to overcome obstacles to setting

goals and discover how to generate significant results in a business

environment .

Communication & Personal Development

“Today’s course was well planned, informative and the

tutors knowledge andderstand



“Today’s course was well planned, informative and the

tutors knowledge andderstand

“Today’s course was well planned, informative and the tutors knowledge and understanding was excellent. I have left today feeling much

more confident.” FMC Technologies

• Deliver Effective PresentationsThis course will develop your ability to prepare for and deliver a confident and effective presentation. Delegates will learn appropriate body language, breathing techniques and how to maintain audience attention whilst avoiding the common pitfalls such as “Eh” and nervous pen clicking!

• Advanced Presentation Skills Working with your own, work based, 5 minute presentation, you will be given the opportunity to assess audience needs, challenge your own delivery style and cope positively with objections and aggressive questioning.Please bring a 5 minute presentation of your own to develop.

• Effective Time ManagementThis course is full of tips and techniques to increase productivity and work effectiveness, assist delegates to work ‘smarter’ and improve their work/life balance . All aspects of time management are covered from ‘To Do’ lists to email management and everything in between .

• Develop your Communication & Interpersonal SkillsThis highly interactive course concentrates on how and why we communicate with others and how your communication style is perceived by others . With focus on first impressions, establishing rapport and influences on individual behaviour, this course will provide you with the essential tool kit for successful communication in business .

• Improve Your Professional ConfidenceThis interactive and practical course will identify individual strengths in a business and personal environment. Delegates will gain the confidence to say “No” where appropriate and by developing techniques to promote a more positive and confident self-image when dealing with others.



The course was very good and easy to understand. The tutor was

really good and had excellen

“The course was very good and easy to understand. The tutor was really good and had

excellent knowledge of their subject”

BJ Services UK

• Assertiveness at WorkProvides practical tools to empower delegates when handling challenging situations, awkward people and difficult conversations. The course identifies the differences between assertive, aggressive and passive behaviours at work and highlights the correct communication styles, assertiveness techniques and body language to use in uneasy situations .

• Train the TrainerDo you run training courses, or carry out one-to-one coaching in the work environment? If you would like to improve your technique, this practical and interactive course is for you . Concentrates on the behavioural aspect of training & coaching to provide the insight to “why” training can be problematic as well as “how” to train or coach people .

• Train the IT TrainerAimed at those who have the requirement to run classroom sessions, to provide helpdesk support, or to conduct one-to-one coaching .

The course was very good and easy to understand. The tutor was

really good and had excellen

Imagine if inventions were never developed any further. We created the Chamber Primary Health Plan ten years ago and, like any good product, we’ve been striving to improve and refine it. No surprise then that our new Chamber Primary Health Plan, available exclusively to members, is our most valuable yet. Supporting you and your business where it matters.

We’ve added new features such as dental trauma and cognitive behavioural therapy to the Chamber Primary Health Plan whilst retaining the low price tag. Cover still starts at just £1.10 per employee, per week. Proof that you can’t stop the wheels of progress.

NOTHING EVER STAYS THE SAME

THAT’S wHY wE’VE REcREATEd OuR cHAMbER PRIMARY HEAlTH PlAN

Make your business better today, Call:

0845 602 1629 OR EMAIl [email protected] Please quote reference number CH1110



In simple terms; an organization’s human resource management

strategy should maximize return on investment in the organization’s

human capital and minimize financial risk. Human Resources seeks to

achieve this by aligning the supply of skilled and qualified individuals

and the capabilities of the current workforce, with the organization’s

ongoing and future business plans .

AGCC’s HR and Employment Law courses support the key elements

of the HR role from hiring to firing and everything in between. With

superbly experienced and qualified trainers, real life examples are

blended with theory to highlight the do’s and don’ts of this fast paced

arena .

HR & Employment Law



very informative and thought provoking. I will

definately be recomending

• Interview Skills – Hiring the Best PeopleThis programme will give practical tips and advice on how to conduct effective interviews and stay within the legal constraints of employment legislation .Participants are required to bring an up to date copy of their CV for consideration on the day .

• Advanced Interview SkillsThis workshop is designed to help delegates to enhance their interviewing skills for use in a variety of situations .

• Inductions – Getting it RightThe first 90 days are critical and this programme is about allowing you to understand what you need to know as well as how to plan, implement and measure the success of your first 90 days.

• Global Workforce Lunch and LearnsDavidsonMorris Solicitors present a series of Lunch & Learns designed to assist employers with their Global operations and their legal requirement to ensure every person employed is legally permitted to work in the UK. Sessions will provide HR staff with up-to-date information regarding UK Border Agency legislation and how your business can operate within the Points Based system .

• HR for Non HR ManagersHR deals with people issues and if we don’t look after our people effectively then our business will suffer. At the end of this course delegates will understand their responsibilities with regard to HR issues, potential penalties for getting it wrong and perform their duties with confidence.

• Employment Law UpdateEmployment law is a moving target. Keep up to date with the changes and developments your business needs to be aware of to stay at the cutting edge and out of the employment tribunal! The course will include a detailed hand-out for reference and will be of relevance to those responsible for employees & other staff whether as a manager, business owner or HR professional.

“very informative and thought provoking. I will definitely be recommending it to my work

colleagues.” Shell UK



• Introduction to Employment LawThe course aims to act as an introduction to all of the areas of employment where legal issues may arise . Useful hints and tips in the handout materials will provide you with a detailed overview and general awareness of essential employment law .

• Introduction to MediationThis practical one day course introduces delegates to a positive and proactive approach towards workplace conflict - mediation. Find out how addressing workplace conflict through a mediative approach can prevent many conflicts from escalating, improve working relationships and reduce stress .

• Resolving Conflict EarlyConflicts within the workplace occur all too frequently, resulting in a range of negative effects on individuals and the team. This course will give you the skills to ‘nip conflict in the bud’ before it escalates and staff involved turn to formal procedures .

• Dealing with Difficult Employment SituationsWhat are difficult situations? The answer to this question will be different for each of us? There are some common situation which we will deal with but this programme will give you the tools to handle most situations that you are likely to come across in a work situation .

• Conducting Constructive AppraisalsAppraisals have changed from being the annual kicking session to something much more productive. We will explore why we do appraisals and how to get the best out of them so that they give maximum benefit to all concerned in the process .

• The End – Compromise, Dismissal & RetirementAll things (good or bad) must come to an end, including employment . Get skilled up with this practical guide and useful materials to equip your business with the know-how to get it right . The course will include a detailed hand-out for reference and will be of relevance to those responsible for employees & other staff whether as a manager, business owner or HR professional.

...well structured and the right level of information

and detail. Well delivered in

“...well structured and the right level of information and detail. Well delivered in a relaxed and

professional manner” CHAP Construction



The Annual Employment Law Conference 2011Date: Wednesday 26th October 2011Time: 8.30am – 4.45pmVenue: Ardoe House Hotel

Promoted by leading law firms McGrigors, Paull & Williamsons and Simpson & Marwick, the Conference is a recognised and highly regarded date for the HR diary . The 2010 Conference was an audience sell-out with 160 delegates representing over 100 local and multinational organizations; the conference aims to provide a reflective view on the most recent changes to employment law legislation and the impacts they have on business . Presentations made by notable employment lawyers are followed by interactive workshops allowing delegates to put theory into practice and discuss the implications of a particular course of action .

“Very good event, very informative and pitched just right.” Wood Group

To book your place on the 2011 Conference, please visit: http://www.agcc.co.uk/employment-law-conference

...well structured and the right level of information

and detail. Well delivered in

In association with Urqurhart Partnership Aberdeen &

Grampian Chamber of Commerce is launching 3 new

interactive learning packages, tailored to suit business

individuals from a wide range of sectors at any level.

Training Packages:

• Managing Absence Effectively

• Managing Poor Performance

• Discipline & Grievance

Packages start at:

£75 + VAT

per person for a

twelve month period

eLearning e

Cost effectivelearning, anytime, anyplace.



Finance for a business can’t be undervalued and is often considered

to be the lifeline of a business and required for its well being. Any

business, small, medium or large, needs finance, from the beginning to

promoting and establishing your product, acquiring assets, employing

people, encouraging them to work for the development of your product

and create a brand name . In addition to that, a current business may

need finance for expansion or making changes to its products as per

the market requirements.

AGCC’s Finance courses reflect the importance of finance in business

and realise that while an awareness of all things financial is critical, it will

not always be a key element of all job roles. The courses are ideal for

those new to the area or for those looking to refresh skills in relation to

current requirements.

Finance

Course was delivered in a very professional and effective

manner

“Course was delivered in a very professional and effective manner”

NHS Grampian



• Finance – The BasicsThis course unravels the jargon and explains the basics including profit and loss accounts, balance sheets and what goes in each column and why! Other areas covered include the importance of accounting systems and an overview of financial statements. This course is an excellent introduction for ‘Finance for Non Finance Managers’.

• Finance for Non Finance Managers (2 day)This in-depth programme focuses on how to understand financial and management accounts and how to apply analytical techniques to interpret balance sheets, profit and loss accounts and management accounts in order to properly appraise financial information. Delegates will gain a solid grounding in all aspects of finance.

• Introduction to Budgeting & PlanningEffective financial planning through budgetary control contributes to organisational strategic objectives. Finance and non-finance staff are assigned the responsibility for establishing and managing budgets . This course will help delegates to understand why and how this is done; and enhances your skills . It will identify factors that impact on business performance, allow staff to identify and plan for these, including contingencies, and regularly monitor performance against budget .

• Introduction to VATVAT the simple tax that everyone loves to hate, the tax that demands respect. This course will cover all the essential VAT themes that people working in an accounts department need to know .

• SAGE TrainingAcumen has been an Accredited Sage Business partner for over 20 years and can provide you with the Sage software and consultancy skills to suit your business needs . Our trained professionals have a vast knowledge of the Sage software and can provide a tailored solution which best suits your business requirements, please contact Jenny Robertson to find out more details or to arrange a free demonstration on any of the following products:

Sage 50 Accounts Sage 50 PayrollSage 50 HRSage 50 CISSage 50 Job CostingSage 50 ForecastingSage 50 Point of Sale (EPOS)ACT! CRM Software

Course was delivered in a very professional and effective

manner



Business and People Management Code J F M A M J J A S O N DEssential Management Skills (2 days) E 15/16 17/18 24/25 13/14

How to Develop & Implement Strategy C 11 11

Management PlusLeadership Development Programme

H Spring Autumn

Business Improvement Programme F Spring Autumn

Leading Successfully to Enhance Performance (2 days)

E 12 16 15 20

Enhanced Communication Skills for Managers

C 17 6

How to Motivate & Delegate C 26 21 16

How to Manage Remote Workers C 27 29

Essential Supervisory Skills D 12 15 24 22 27 8 15

Project Management - The Basics C 7 15

HR & Employment Law Code J F M A M J J A S O N DInterview Skills- Hiring the Best People C 22 4

Advanced Interview Skills C ON DEMAND

Inductions- Getting it Right C 21 24

Global Workforce Lunch & Learns A 2 6 8 7 2

HR for Non HR Managers C 24 1

Introduction to Employment Law C 23 17 15

Employment Law Update C 31 10

Introduction to Mediation C ON DEMAND

Resolving Conflict Early C 6 2

Dealing with Difficult Employment Situations C 25 21

Conducting Constructive Appraisals C 19 7

The End - Compromise, Dismissal and Retirement C 4 20

Finance Code J F M A M J J A S O N DFinance- The Basics C 21 22

Finance for Non Finance Managers (2 days) E 2/3 15/16 29/30

Introduction to Budgeting and Planning C 1 8

Introduction to VAT C 12 13

SAGE Training ON DEMAND

Communication & Personal Development Code J F M A M J J A S O N DDeliver Effective Presentations D 9 13 4 8 3 3

Advanced Presentations D 9 17 6

Effective Time Management D 9 20 29 31 19 13

Develop your Communication and Interpersonal Skills C 23 10 10

Improve your Professional Confidence C 10 7 4

Assertiveness at Work D 16 14 9

Train the Trainer C 20 17

Train the IT Trainer C ON DEMAND

Training Calendar 2011Get your career on the right course



Business Development Code J F M A M J J A S O N DUnderstanding the Oil and Gas Industry (1/2 Day)

C 19 20

Selling Skills- The Basics C 26 27

Advanced Selling Skills C 25 15

Negotiating and Influencing C 16 12

Advanced Negotiation Skills C ON DEMAND

Creating Successful Tenders C ON DEMAND

Conquer your Fear of Networking B 3 6

Introduction to Marketing (2 days) E 16/17 28/29

Introduction to PR C 17 18

Effective Business Writing C 5 7

Report Writing C 28 5

International Business and Commerce Code J F M A M J J A S O N DHM Revenue and Customs End Use Awareness (1/2 day)

C 8 6

Introduction to Export Rules D 8 2 17

Export Documentation Explained D 17 9 5

Introduction to INCO Terms (1/2 day) C 22 9

Your Letter of Credit & Getting Paid D 14 30

Introduction to Import Rules D 23 1

Introduction to IPR (1/2 day) C 10 23

Masterclass in Oil & Gas Law and Contracts G 24/25 27/28

Masterclass in Middle East Business Ventures G 28/29 25/26

Business Administration Skills Code J F M A M J J A S O N DReception and Telephone Skills C 5 20

Advanced Reception Skills C 11 16

PA's Guide to Personal Effectiveness C 22 13

Taking Notes and Minutes C 2 28 22

Planning & Conducting Effective Meetings C 12 24

Improved Customer Service C 18 14

IT Training ON DEMAND

Short Courses In house training

Members Non Members Members Non Members

A £30 £45 £600 £900

B £215 £325 £900 £1350

C £240 £360 £1200 £1800

D £260 £390 £2200 £2100

E £490 £735 £2200 £3300

F £800 £1200 - -

G £1250 £1875 - -

H £3600 £5400 On Application

On Application

2011 Price Codes



“Was impressed by the style of training in particular appreciated

recognition of individuals

Business administration is the process of managing every aspect of a

business in order for it to maintain its growth or stability, depending

on the overall goal of the owner or owners . Most companies have a

dedicated group of administrators who work to ensure this takes place

at every level however; many management roles incorporate a degree

of administration at which they must be proficient.

AGCC’s Business Administration courses realise the importance of

administration and encourage a detailed view of the roles, responsibilities

and impacts of administration within the broader business context.

Courses aim to encourage new skills for effective working in fast paced

environments .

Business Administration Skills

“Was impressed by the style of training in particular appreciated recognition of individuals

learning/development requirements” ACVO



“Was impressed by the style of training in particular appreciated

recognition of individuals

• Reception & Telephone SkillsThree seconds is all it takes for your customers to receive a negative or positive first impression about your organisation. This course provides delegates with the skills, knowledge and confidence to develop a positive, lasting relationship with your customers on the telephone and face to face .

• Advanced Reception SkillsThis programme develops the receptionist skills with regards to negotiation techniques, assertiveness and confidence in dealing with all types of situations and to improve their own and internal communication within the organisation . This course is ideal for experienced receptionists or those leading a reception team .

• PA’s Guide to Personal EffectivenessThe PA who ‘thinks like the boss’ can create a powerful partnership that achieves results. This course highlights the influential role of the PA, focusing on communication, conflict and management skills. The benefits of this programme are considerable – to the PA, the manager and their organisation . • Planning & Conducting Effective Meetings Outcomes will enable delegates to prepare and plan for effective meetings. Hints and tips on agendas, facilitation and avoiding tangents are provided to maximise the time invested in meetings.

• Taking Notes & MinutesGood minute takers are worth their weight in gold! This course enables delegates to recognise the importance of minutes and build confidence in their note-taking abilities; understanding why and how to take minutes efficiently and effectively.

• Improved Customer ServiceAimed at those delegates handling internal or external customers or a combination of both; either face to face or on the phone. This course explores the concepts behind relationship building, first impressions and handling or avoiding potentially awkward situations .

• IT TrainingSolutions deliver an extensive range of high quality IT Training throughout Scotland. Their innovative training courses cover a wide range of subjects and are specifically designed with you in mind.

As a Microsoft Authorised Training Partner, Solutions use a variety of fully flexible training methods, have the capability to assess, plan, arrange, and execute all forms of IT training. Their team of experts work closely with clients, creating efficiency and cost reduction through effective training.



It has given me a much better understanding of jobs I have been doing. everything makes much m

As domestic markets change and new opportunities overseas prevail,

the requirement to understand the rules of exporting and acquire the

necessary skills become more important .

AGCC has joined forces with other leading Chambers to form Scottish

Chambers International (SCI) drawing together the international trade

know-how of Scotland’s leading Chambers of Commerce .

Our aim is to provide a one-stop shop for Scottish businesses who want

to take advantage of the opportunities that trading internationally can

bring them . In partnership with AGCC, SCI has developed a new range

of products and services to meet the Scottish exporting challenge. SCI

has over 200 years of experience dealing with international commerce

so have expertise and knowledge you can trust. With a unique global

Chamber network, SCI has valuable links to private sector businesses

and public sector organisations across the globe .

International Business & Commerce



It has given me a much better understanding of jobs I have been doing. everything makes much m

• Introduction to Export RulesInternational Trade offers huge opportunities to Scottish Manufacturers and Service Providers in terms of company growth and increased profitability. However the processes involved can be complex and it is important that organisations involved in or considering entering into . Provides an understanding of best practice procedures in relation to export documentation, contractual, financial, and legal requirements in international trade.

• Export Documentation ExplainedIt has been estimated that around £100 million is lost annually to UK exporters in direct costs as a result of missing or incorrect documentation and contractual procedures. Documents are involved in every aspect of the export transaction. This course examines the commercial, official and transport documents and looks at how they are used and the costs of obtaining certain documents . The legal requirements of overseas countries are also explained.

• Introduction to INCO Terms (1/2 day)This Seminar will explain International Commercial Terms (Incoterms), and how traders can use them in buyer or seller contracts to make clear who is responsible for the goods at each point of the transport process . The seminar will also explain the benefits of using Incoterms and what each Incoterm means for the buyer and seller, as well as offering sources of further help and advice for traders .

• Your Letter Of Credit & Getting PaidThis course will explain best practice procedures which when applied will ensure letters of credit are paid first time every time. Delegates will have the opportunity of negotiating a specially designed letter of credit in the safe environment of the training course . Delegates will become fully aware of the workings and requirements of letters of credit along with the best practice procedures required for successful negotiation. The documents commonly called for under letters of credit will also be understood .

“It has given me a much better understanding of jobs I have been doing. Everything makes much

more sense.” Swire Oilfield Services



• HM Revenue & Customs End Use Awareness (1/2 day)Most companies involved with the oil and gas industry are able to take advantage of the Shipwork End Use (END) system (which replaced the old Continental Shelf / IPR authorisation in 2001 ) where goods destined for the oil and gas industry can be imported into the country without the payment of customs duty as long as the goods are put to their prescribed use . This course considers the significant rules and regulations which need to be followed to comply with the law governing this benefit.

• Introduction to Import RulesImporting is more complex than buying from a UK supplier. And when things go wrong, sorting them out can be more difficult and expensive. This seminar will help you to avoid the most obvious pitfalls by fully explaining importing procedures and terminology and highlighting the role and expectations of customs .

• Introduction to IPR (1/2 day)Inward Processing Relief (IPR) is a method of obtaining relief from Customs duties and VAT charges. The relief applies to goods imported from outside the EU, processed and exported to countries outside the EU. IPR provides relief to promote exports from the EU and assist EU companies to compete on an equal footing in the world market. The course explains IPR, the basic principles, abbreviations and general rules .

• Masterclass in International Oil & Gas Law & Contracts (2 days)Providing an overview of the legal framework and contracting processes; this programme explores government regulation and control, contractual relationships, the management of legal and commercial risks and the resolution of commercial disputes . The programme also looks in more depth at some of the key cornerstone contracts of the industry including production sharing contracts, joint operating agreements, drilling contracts and asset sales/purchase agreements.

A great course, very informative.Gained lots of valuable infor that I

can apply in the work place



• Masterclass in Legal & Commercial Issues for Middle Eastern Business Ventures (2 days)

This masterclass provides a practical and holistic view of the legal and commercial issues facing energy sector businesses when entering or expanding in the Middle East market place . The programme provides an insight into the practicalities and criteria for success in agency agreements, joint ventures, setting up new ventures and mergers & acquisitions. The programme also provides a framework and practical advice for commercial contracts and risk management, resolving and managing disputes and introducing/updating legal compliance programmes in key areas such as employment laws, taxation, HSE laws, anti-corruption and sanctions/export control.

A great course, very informative.Gained lots of valuable infor that I

can apply in the work place

“A great course, very informative. Gained lots of valuable information that I can apply in the

workplace” Crane Worldwide

Other topics planned in association with SCI include:

• Export Market Research• Market Entry Strategies and Implementation• Internet marketing for Exports• IPP• International Cultures

For further details, please visit www.agcc.co.uk/training



From marketing the brand, developing existing accounts, generating new

sales leads and closing that all important deal; the concept of business

development now encompasses multiple roles and responsibilities

within an organisation . Improved skills and well established processes

can make all the difference and ensure you stand head and shoulders

above the competition .

AGCC’s Business Development courses are designed for those new to

the area looking for top tips of the trade like generating new leads and

getting past the gate keeper; while more advanced courses consider

the importance of account management and feeding the pipeline . The

course approaches all aspects of Business Development, helping create

a healthy and proactive sales and marketing campaign .

Business Development

Excellent course and very beneficial for me I now feel much more confident in

negotiating and influenc



• Understanding the Oil & Gas Industry (1/2 day)For anyone in a non-technical or specialist role wishing to gain an overview of the oil and gas industry and its structure/ functions in the extraction and production of these resources. This course demystifies the jargon associated with oil and gas and explains the roles and processes involved. This is the only course of this type available in Aberdeen .

• Selling Skills – The BasicsThis programme is designed to assist with the provision of a robust and structured approach to selling in a Business to Business environment . This course will aid in the design of an effective sales plan, suggest ideas for generating new business and ensure sales conversions are improved with a great follow up system .

• Advanced Selling SkillsThis programme is designed for existing sales people who want to increase their skills . The course will highlight how to design and apply a more strategic approach to managing client’s requirements and maximising opportunities. The all important sales pipeline is discussed along with hints and tips for keeping it healthy .

• Negotiating & InfluencingThis programme provides insight into fundamental negotiating and influencing skills including negotiating tactics, the skills of persuasion and other communication skills necessary for the success . Understanding body language, preparing a core strategy and understanding when to add value rather than discount are all discussed .

• Creating Successful TendersThe objective of the course is to ensure that the audience is more confident in producing proposals/tenders, which stand out from the competition. The audience will be introduced to a systematic approach to develop their proposals to reduce time spent and improve effectiveness.

Excellent course and very beneficial for me I now feel much more confident in

negotiating and influenc

“Excellent course and very beneficial for me. I now feel much more confident in negotiating

and influencing.” CSL



• Advanced Negotiation SkillsProvides delegates with the support and guidance on how to employ practical skills to conduct win-win negotiations at a more senior level .

• Conquer your Fear of NetworkingRealizing that networking events are not necessarily sales opportunities and more a chance to build strong connections is crucial to the success of attendance. The course will explain why networking is so important, encourage new ways to develop or refresh skills and effectively “pitch” in a networking situation. Creating a positive first impression is so important as well as having the confidence to identify and progress new leads.

• Introduction to Marketing (2 day)This 2-day course will give delegates an insight into marketing and an understanding of how marketing can be used effectively in business. As well as looking at traditional means of marketing, the course will cover new media, by looking at the digital side of marketing and how it has changed consumer behaviour over the last decade . • Introduction to PRPublic relations can, and increasingly does, play a vital role in any organisation’s communications strategy . This course aims to provide delegates with practical tips on how to generate editorial press coverage by working successfully with target journalists not only in the North-east of Scotland but also nationally.

• Effective Business WritingFor anyone looking to brush up on business-related writing (e .g . memos, appraisals, proposals etc) . Also tests perceptions of what is right and the failings of spell-checker!

• Report WritingAimed at people who have to write reports and would like some help with preparation, structure and design . (Please note that this is not a course in technical report writing .)



Whether you are a relatively new business, or have ambitious plans to

grow your existing business, working with a mentor can kick-start or

re-invigorate, giving you immediate access to impartial advice, relevant

experience, and a great network of contacts.

Business mentors understand how difficult it can be to run a business, and how lonely you can sometimes feel . Mentors can help you stand back from your business and look at the “big picture”. They can offer helpful advice, caution against potential pitfalls and build your confidence in your own abilities.

We will talk you through your business development ambitions, and then carefully match you to a mentor who has the perfect skills and experience to meet your needs .

With a pool of 600 mentors throughout Scotland who are willing and able to share their experiences, we’ll find the right one to help you accelerate your growth plans in a way that suits you best .

Contact Business Mentoring today on 0845 609 6622 or e-mail businessmentoringscotland@agcc .co .uk .

Business Mentoring is delivered across Scotland through a partnership between Scottish Chambers of Commerce and Scottish Enterprise supported by the European Social Fund .

www.businessmentoringscotland.co.uk

Business Mentoring



In-house CoursesSelecting the best and most effective training for your employees can

vastly improve your chances of success .

It can help build your competitive advantage and equip your employees

with the skills that your business needs . Research shows that training

your employees can bring your business an increase in productivity,

profits, motivation and higher customer satisfaction.

Businesses often decide that in-house training is the most cost-effective way to improve the skills of their employees. In house courses:

• can be scheduled at business convenience,

• are more focused, consistent and relevant to your business needs,

• peripheral expenses such as travel and accommodation are reduced,

AGCC’s in-house training can take several forms:

• An off-the-shelf training programme,• A training course designed and delivered by AGCC,• A training programme tailored to your needs and managed by AGCC,• A blended approach to training including on and off the job learning, courses

and coaching .

AGCC’s in house training courses accommodate up to 10 delegates per course and, by selecting one of the above options, can be highly flexible and cost effective training option.

National Oilwell VarcoStratos Global

CNR International

Corex

CHAP Construction

MI SwacoGL Noble DentonSurvival One

Capita Health SolutionsHalliburton Equalizer



In-house Courses On DemandAGCC’s On Demand training courses approach specialist subjects

where market demand is high but also seasonal or irregular .

To ensure quality in delivery and maximum interaction and discussion, courses will be scheduled on demand.

• Register your interest for an On Demand course by emailing training@agcc .co .uk

• On Demand courses will run with upwards of 6 people;• Once there is sufficient demand, a suitable date will be scheduled,• Confirmation and Joining Instructions will be issued with full details,• The course will run as any other open course with strong delegate

numbers and plenty of ideas sharing .

REMEMBER!If you have a group of people from your business looking to share their learning experience and/or require training in a subject that’s not listed, AGCC can plan and manage an in-house training date for you .

CHAP Construction



Vocational QualificationsAt Aberdeen & Grampian Chamber of Commerce, we understand that

you are an individual, with unique aspirations and goals. No matter

what you want to achieve, the Chamber will help you every step of the

way . Whether you are at the start of your career, or seeking to move

up through your organisation, we’ll give you the support and guidance

to help you succeed at every stage of your career by achieving a

vocational qualification in Business & Administration, Customer Service

or Management .

Y O U R V Q

SVQs & Modern Apprenticeships:Business & Administration Levels 2, 3 & 4Customer Service Levels 2, 3 & 4SVQs In Learning And DevelopmentIncluding Assessor & Verifier Awards

SVQs In Management & Leadership:Team Leading Level 2Management Levels 3, 4 & 5

For Further Information on your VQ opportunities, please contact:

George BrandVQ Training Manager01224 343914george .brand@agcc .co .uk



• Modern ApprenticeshipsCandidates undertaking a Modern Apprentice qualification in Business & Administration will also be required to undertake core skill units in addition to the standard number of units. The assessor will explain this in more detail.

• FundingIn some cases, funding will be available from Skills Development Scotland for Modern Apprenticeship programmes. Again the assessor will confirm if you are eligible for funding .

• Quality AssuranceThe Chamber is externally verified by all the awarding bodies such as the Scottish Qualifications Authority and Education Development International twice a year to ensure that good practice and standards are maintained .

• Business & Administration Business and Administration qualifications are intended for individuals, whose role involves carrying out a broad range of administrative activities, requiring a range of skills and working with some autonomy towards full responsibility of a department . The individual will be working as part of a team ensuring the provision of information and resources to others .

• Customer Service Customer Service qualifications are aimed at staff working in a customer service role across all occupations and sectors of employment . They will be involved in diverse range of functions, tasks and activities that are constantly developing and changing .

• Management & LeadershipManagement SVQs are aimed at people in management roles and team leading across all occupations and sectors of employment. Like all SVQs this qualification is competence based. This means that it is linked to the candidate’s ability to competently perform a range of tasks connected with their work .

• Learning and DevelopmentThis Vocational Qualification is aimed at those candidates who have management responsibility for training and development and are involved in identifying organisational training and development needs, also planning the implementation of training and development objectives. They will also be responsible for the improvement of a range of training and development programmes. As with all SVQs there is no formal entry qualification and it is open to people of all ages .

Assessor and Verifier Awards are also available for those working with training providers and have their own candidates .



AGCC have 2 purpose built training rooms, fully equipped to the highest standard. With flexible layouts, break out space and private parking. Our rooms are the perfect location for board meetings, seminars or training courses .

Our rooms are available for hire by both members and non members subject to availability .

• Delegate RateFull Day Delegate: £30 (ex VAT)Half Day Delegate: £20 (ex VAT)

• Delegate rate Includes:• Tea/coffee, biscuits & fruit on

arrival• Mid-morning tea/coffee and

biscuits• Hot & cold buffet style lunch

(menus on request)• Afternoon tea/coffee and biscuits• Chilled water• Conference/Audiovisual

Equipment• Flip chart & White board• Onsite, private parking• IT technician

- available throughout the day• Event co-ordinator

- available throughout the day

• Room Hire OnlyFull Day Rate: £125 (ex VAT)Half Day Rate: £75 (ex VAT)

Room Hire

Discounts are available for block or bulk bookings and for charities and social enterprises

Please note a minimum of 6 people applies when booking the delegate rate



• Travel and DirectionsBy public transport, the number 2 (Red Line) bus service is available from Union Street to Braehead Way bus stop on Scotstown Road just outside our offices. A timetable can be viewed at www .firstgroup .com . Cross the road at the zebra crossing and follow the path to the security gate in the boundary fence .

If travelling by car, please note that when you reach the end of Greenhole Place you will reach a gate to a shared site and Murison Cars showroom . Follow the road through the site to reach AGCC car park – Chamber spaces marked with a ‘C’ .

Additional free on-street parking is available nearby

To download a map showing our location please visit: http://www.agcc.co.uk/contactus/

For those with Sat Nav our postcode is: AB23 8EU .

Aberdeen & GrampianChamber of CommerceGreenhole PlaceBridge of Don AberdeenAB23 8EU

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How to find us



Commercial Training Terms and Conditions of Business

Pre course contact:An email acknowledgment and booking confirmation will be sent to the registered email address at the time of booking to confirm attendance and the reservation of the place(s) .

Joining Instructions and a Pre-course Evaluation form will be sent two weeks prior to each course to establish current knowledge and expectations from the course.

Location:Courses are delivered during office hours in the Chamber’s dedicated training suites at: Aberdeen and Grampian Chamber of Commerce, Greenhole Place, Bridge of Don, Aberdeen, AB23 8EU . Weekend and evening courses are available on application .

Short Course Format:The typical format for an open training course is:

9 .15am - Delegate registration 9 .30am - Course commences Mid morning - Coffee break 12pm or 1pm - LunchMid-afternoon - Coffee break4pm - 5pm - Course closes

The format for the day is entirely at the discretion of the individual tutors so timings may vary from the format suggested .

Catering:Refreshments will be available throughout the day and a buffet lunch will be provided . Lunch will not be provided for half day courses .

If you have any special needs or dietary requirements, please contact the Training Course Administrator on 01224 343902 prior to the course to discuss your requests.

Dress Code:The dress code for the day is smart casual however please be aware that you are entering an office environment .

Equal Opportunities:AGCC is an equal opportunities employer and service provider.

Insurance: No insurance cover is held by AGCC to provide automatic compensation to delegates in the event of loss or damage to property, personal accident, injury or death.

Health and Safety:Visitors will receive a full health and safety briefing on entering AGCC premises .

Price Codes:Price Code A: denotes ‘Lunch & Learn’, inclusive of all

notes, handouts and refreshments .Price Codes B: denotes half-day course, inclusive of

training notes, handouts and refreshments . [Please note, excludes lunch]

Price Code C: denotes specialist half-day and mainstream full day course, inclusive of training notes, handouts and refreshments . [Please note, lunch provided for full day courses only].

Price Code D: denotes high demand and specialist full day course, inclusive of training notes, handouts, refreshments and lunch .

Price Code E & G: denotes two day programme, inclusive of training notes, handouts, refreshments and lunch .

Price Code F: denotes five day programme, inclusive of training notes, handouts, refreshments and lunch .

Price Code H: denotes one year programme, inclusive of training notes, handouts, refreshments and lunch .

Every due care and attention has been taken to ensure that all descriptions, dates and prices on our website and in print are correct; however prices and dates are subject to change.

All listed prices are exclusive of VAT. VAT is added at the rate prevailing at time of invoicing .

Delegate fees will be invoiced and be payable at time of booking .

Cancellations and Refunds:Notice of Cancellation must be served at least 21 days before the date of the course by telephone or email to avoid penalty . Transfers to other dates and/or courses may be possible, subject to availability, but will be subject to terms similar to an outright cancellation where less than 21 days notice is given .

Where cancellation takes place between 21 days and 7 days prior to the date of the course, 50% of the delegate cost will be charged and invoiced . For transfers in this period an additional 25% of the delegate cost will be charged and invoiced .

Where cancellation takes place less than 7 days prior to the date of the course, 100% of the delegate cost will be charged and invoiced . For transfers in this period an additional 50% of the delegate cost will be charged and invoiced .

Where transfers are agreed, delegates will be charged and invoiced at the course delegate rate for the original course plus any late notice penalties as defined above . Any secondary and subsequent requests to transfer will be treated as a new request.*Note: Delegates may be substituted without penalty.

Where a training course is cancelled and/or re-arranged at short notice by Aberdeen & Grampian Chamber of Commerce (AGCC), AGCC will make every effort to re-schedule the course to an alternative date . Any monies paid will be transferred to cover payment of the re-scheduled course . Should the new date be unsuitable, a credit note will be issued to use against a future training course purchase .

In-HouseTraining Courses – Specific ProvisionsAll in-house programmes are designed and priced on an individual company basis and take account of tailoring and requirements.

In-house training cancellations are levied on the same basis as open courses .

Where cancellations take place between 21 days and 7 days prior to the date of the course, 50% of the overall course cost will be charged .

Where cancellation takes place less than 7 days prior to the date of the course, 100% of the course cost will be charged .

Transfers to other dates may be possible, subject to availability . In such circumstances, AGCC reserves the right to levy a 10% administration charge as a contribution towards committed costs .

For Management Plus Terms and Conditions, please visit;www.agcc.co.uk/training

Terms & Conditions

GET AHEAD .GET AGCC TRAINING .

WWW.AGCC.CO.UK/TRAINING



GREENHOLE PLACEBRIDGE OF DONABERDEENAB23 8EU

t: 01224 343900f: 01224 343943www.agcc.co.uk