Insurance training plan

In co-operation with:

AED

1000

www.hrdc.ae


InsuranceAnnual Training Plan

AED

1000

www.hrdc.ae

SharjahP.O Box 4166Tel : 06 5728880 Ext. 182Fax : 06 5728322 Email: [email protected]


Emirates Insurance Association

Abu DhabiP.O Box 7108Tel : 02 4464666 Ext. 103Fax : 02 4435222Email: [email protected]

الشارقة ص.ب : ٤١٦٦

هاتف : ٠٦ ٥٧٢٨٨٨٠ حتويلة. ١٨٢ فاكس : ٠٦ ٥٧٢٨٣٢٢

[email protected] : البريد اإللكتروني

أبو ظبيص.ب : ٧١٠٨

هاتف : ٠٢ ٤٤٦٤٦٦٦ حتويلة. ١٠٣فاكس : ٠٢ ٤٤٣٥٢٢٢

[email protected] : البريد اإللكتروني

Emirates Insurance Association

بالتعاون مع

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.

�is year (2012) Annual Training plan is an extension and continuation of joint effects with EIBFS to the benefits of the Insurance sector. �e 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

Deputy 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. �e 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.

�e 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 JassmiGeneral ManagerEIBFS

General Manager’s Message

Insurance Annual Training Plan 2012 2012

Insurance Annual Training Plan

Table Of Contents

123456789

Insurance Programs & English ProgramsManagement ProgramsCourse Details - InsuranceCourse Details - Management Course Details - EnglishAdministration PoliciesLocation MapUpdation FormNomination Form

79

10-2526-4647-48

4950-51

5355

Sl . Subject Page No:

Insurance Programs

SL. Program Duration Sharjah Dubai Fujairah Al Ain Abu Dhabi1 Life Insurance and Personal accidents 3 Feb 12-14 Feb 19-212 Islamic Insurance (Takaful) 3 Feb 26-29 March 4-73 Property Insurance & General Accidents 3 March 11-13 March 18-204 Marine Insurance 3 March 18-20 March 6-85 Insurance Risk Management 3 March 25-27 March 25-276 Introduction to Insurance & Documentation 5 April 8-12 April 15-197 Liabilities 3 April 15-17 April 8-108 Motor Insurance 3 May 6-8 Mar 23-25 Oct 21-23 April 29-May 19 Underwriting Principles & Practices 3 May 20-22 May 27-2910 Medical and Health Insurance 3 May 29-31 May 22-2411 Claim Management 2 June 18-19 June 10-1112 Reinsurance 3 Sept 9-11 Sept 23-25 Sept 16-1813 Engineering Insurance 3 Sept 16-18 Oct 21-23 Sept 9-1114 Islamic Insurance (Takaful) 3 Sept 30-Oct 3 Nov 18-21 Oct 7-1015 Fire Insurance 3 Oct 14-16 Sept 18-20 Oct 21-2316 Motor Insurance 3 Nov 11-13 Sept 30-Oct 2 Nov 11-1317 Introduction to Insurance NEW 3 Nov 18-20 Oct 14-16

7

SL. Program Duration Sharjah Dubai Abu Dhabi1 English Language Skills Evening 5 March 4-8 March 4-82 Business Writing Evening 5 April 22-26 April 22-263 English Language Skills Evening 5 Nov 4-7 Oct 7-11 Nov 4-74 Business Writing Evening 5 Nov 18-22 Nov 4-8 Nov 18-22

English Programs

Management Programs

SL. Program Duration Sharjah Dubai Fujairah Al Ain Abu Dhabi1 Cross Cultural Orientation 2 March 14-15 March 13-142 Interpersonal Skills 2 Feb 19-20 Feb 12-133 Customer Relationship Management Evening 2 Feb 26-27 Feb 26-274 E insurance NEW 2 March 4-5 5 Stress Management 2 March 18-19 March 11-126 Customer Service 2 April 1-2 April 15-16 May 27-28 April 3-47 Insurance Marketing 2 April 3-4 April 1-28 Business Etiquette NEW 2 April 22-23 Oct 3-4 April 22-239 Team Building 2 April 29-30 May 6-710 Emotional Intelligence 2 May 13-14 May 13-1411 Selling Insurance Products 2 Feb 6-7 Feb 6-712 Creative �inking and Problem Solving 2 May 27-28 May 20-2113 After - Sales Service 2 June 3-4 June 5-614 Negotiation Skills 2 June 5-6 June 3-415 Leadership Skills 2 June 10-11 Nov 11-13 June 12-1316 Telephone skills 2 Sept 23-24 Sept 25-2617 Performance Management 2 Sept 25-26 Sept 23-2418 Time Management 2 Oct 7-8 19 Customer Service 2 Oct 21-22 Sept 26-27 Oct 14-1520 Effective Communication Techniques NEW 2 Nov 4-5 Sept 16-17 Nov 4-5

9

Course ContentInsurance ProgramCourse ContentInsurance Program

2012 2012

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.

11

Sharjah - Feb 12-14

Abu Dhabi - Feb 19-21

Abu Dhabi - March 4-7

Dubai - Nov 18-21 Oct 7-10

Sharjah - Feb 26-29 Sept 30-Oct 3

12

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

ISLAMIC INSURANCE (TAKAFUL)

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


INSTRUCTORS:EIBFS faculty and senior executives from insurance industry `

PROPERTY INSURANCE AND GENERAL ACCIDENTS

Sharjah - March 11-13


14

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


INSTRUCTORS:EIBFS faculty and senior level insurance trainers

MARINE INSURANCE





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


INSTRUCTORS:EIBFS faculty and senior executives from insurance industry

INSURANCE RISK MANAGEMENT

15

Sharjah - April 8-12

Abu Dhabi - April 15-19

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


INSTRUCTORS:Senior level Insurance Executives

INTRODUCTION TO INSURANCE & DOCUMENTATION

16



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

LIABILITIES

17

Al Ain - Oct 21-23

Abu Dhabi- Apr 29-May 1 - Nov 11-13

Fujairah - Sept 23-25

Dubai - Sept 30- Oct 2 Nov 11-13Sharjah - May 6-8

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


DURATION:3 Days



MOTOR INSURANCE

18

Sharjah - May 20-22

Abu Dhabi - May 27-29

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.

UNDERWRITING PRINCIPLES & PRACTICES

19

20Sharjah - May 29-31


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



MEDICAL AND HEALTH INSURANCE

Sharjah - June 18-19

Abu Dhabi - June 10-11

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

CLAIM MANAGEMENT

21

22Sharjah - Sept 9-11

Abu Dhabi - Sept 16-18

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


INSTRUCTORS:EIBFS faculty and senior executives from the insurance industry

REINSURANCE

Sharjah - Sept 16-18


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


DURATION:3 Days

METHOD:Lectures, exercises, case study, case analysis

INSTRUCTORS:EIBFS faculty and corporate trainer from insurance industry

ENGINEERING INSURANCE

23

Sharjah - Oct 14-16

Dubai - Sept 18-20Abu Dhabi - Oct 21-23

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


DURATION:3 Days


INSTRUCTORS:Senior level insurance executives with exposure into fire insurance

FIRE INSURANCE

24

Sharjah - Nov 18-20

Dubai - Oct 14-16

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


INSTRUCTORS:Senior level Insurance Executives

INTRODUCTION TO INSURANCE

25

Course ContentManagement Programs

2012

Course ContentManagement Programs

2012



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

CROSS CULTURAL ORIENTATION

28

Sharjah - Feb 19-20


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


INTERPERSONAL SKILLS

29

Sharjah - Feb 26-27


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

CUSTOMER RELATIONSHIP MANAGEMENT

30

Sharjah - March 4-5

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

E INSURANCE

31



OBJECTIVES: Stress occurs for a host of different reasons. �is 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


INSTRUCTORS:Experts specialized in HR management & leadership

STRESS MANAGEMENT

CUSTOMER SERVICE

33Fujairah - April 15-16

Al Ain - May 27-28


Oct 14-15

Oct 21-22Sharjah - April 1-2

Dubai - Sept 26-27

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 3-4


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


INSTRUCTORS:Senior level insurance executives

INSURANCE MARKETING



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

BUSINESS ETIQUETTE

35Dubai - Oct 3-4


Abu Dhabi - May 6-7

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


TEAM BUILDING

36

Sharjah - May 13-14


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


DURATION:2 Days

METHOD:Lectures, exercises, games and group discussion


EMOTIONAL INTELLIGENTS

37

Sharjah - Feb 6-7

Abu Dhabi - Feb 6-7

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


SELLING INSURANCE PRODUCTS

38

Sharjah - May 27-28


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

CREATIVE THINKING AND PROBLEM SOLVING

39

Sharjah - June 3-4


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


AFTER – SALES SERVICE

40

Sharjah - June 5-6


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


NEGOTIATION SKILLS

41

Dubai - Nov 11-13


Sharjah - June 10-11

OBJECTIVES: �is program pushes each and every delegate to gain an understanding of themselves and to stretch the bound-aries of their managerial capability. �is 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

LEADERSHIP SKILLS

42



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

TELEPHONE SKILLS

43



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


PERFORMANCE MANAGEMENT

44

Sharjah - Oct 7-8

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


TIME MANAGEMENT

45

Dubai - Sept 16-17

Abu Dhabi - Nov 4-5

Sharjah - Nov 4-5

OBJECTIVES: �is 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


EFFECTIVE COMMUNICATION TECHNIQUES

46

47

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:�is 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


ENGLISH LANGUAGE SKILLS


Nov 4-7

Nov 4-7 Sharjah - March 4-8

Dubai - Oct 7-11

48

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:�is program is intended for those with a good level of english. �ey must have completed general english course.

DURATION:5 Days

METHOD:Lectures, textbook, discussion and class work


BUSINESS WRITING

Abu Dhabi - April 22-26 Nov 18-22

Sharjah - April 22-26 Nov 18-22

Dubai - Nov 4-8

49

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

�e 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.

Location Map - Abu Dhabi

Estern Ring Road

Estern Ring Road

Al Nahyan

13th

Str

eet

Del

ma

Str

eet

15th

Str

eet

17 th

Str

eet

Muroor RoadAbu DhabiFire Bridge

Al Itihad

Al ItihadNews Papper

Al Jazeera Sports & Cultural Club

The Emirates Centrefor strategic studies

& Research HCTAbu Dhabi

Men’s College

Ministry of Youth Centre and

Community Development

Eastern RingRoad Exit 8

19 S

treet

21st

Stre

et

23rd

St

reet

Al S

ada

Stre

et

Abu Dhabi CampusLocated on the Mouroor Street, EIBFS Building.

Tel : (02) 4464666 Ext 103, Fax : (02) 4435222P.O Box 7108, Abu Dhabi, UAE, Email: [email protected]

www.eibfs.com

New Airport Road

Airport Road

Old Airport Road Shaikh Rashid Bin Saeed Al Maktoum st.

Zayed Bridge

4th Street

IPIC

Al Mamoora

Moh

d. B

in K

halif

a St

EIBFS

Location Map - Sharjah

Dubai

S

harjah

King Faizal Road

Rolla Brid

ge

Al Estiqlal Square

Al Wahda Brid

ge

Post O�ceR/A Sharjah

www.eibfs.com

Sharjah CampusP.O. Box: 4166, Sharjah, UAETel: +971 6 572 8880 EXT 182, Fax: +971 6 572 3983, E-mail: [email protected]

King Abdul Aziz Street

King Abdul Aziz Street

University Road

Estaqlal s

treet

Abu ShagraPark

Central Bank

Immigration

Ajman

Al Wahda Road

Insurance training plan

Business

Transcript of Insurance training plan