Retail training that works
Work based training and education for the retail sector www.retailirelandskillnet.com
Welcome to Retail Ireland Skillnet Sean Carlin Manager Retail Ireland Skillnet
I am delighted to welcome you to this latest edition from Retail Ireland Skillnets (RIS), describing the various training and education programmes available to those employed in the retail sector. RIS was created to develop and deliver training and education programmes for those employed in retail. Since our foundation we have delivered certified work based learning programmes to over 14,000 people employed in retail. We currently offer training/education programmes from Level 5 to Level 9 in the National Framework of Qualifications (NFQ). Retail remains Ireland’s largest industry and largest private sector employer, with a presence in every city, town and village across the country, employing almost 275,000 people. Traditionally few retailers in Ireland would have invested adequately in training and education but this is changing as retail organisations begin to recognise the significant benefits derived from investing in their people. Numerous research studies have highlighted the positive correlation between investment in training and business performance. The retail sector is currently in the middle of a revolution and the driver behind this revolution is technology. The vast majority of retailers will be impacted by this. Consumers are changing the way they shop and retailers have to respond with a more professional service. In the past, the consumer came to the retailer—now the retailer must go the consumer. RIS has developed and is currently delivering a highly professional portfolio of work based learning programmes. These programmes offer considerable benefits to the employer and employee. All our courses are accredited and are based on national and international based practice. We regularly engage with Irish and European training and education providers to ensure all our programmes continue to follow best practice in the marketplace. Representatives from RIS have in the last few years been invited to share their ideas and knowledge in work based learning to numerous international audiences. All our training programmes are 50% funded by Skillnets—the body responsible for promoting the training of people in employment in Ireland.
We are governed by a strong steering committee of representatives from Brown Thomas, Heatons, Easons, Kilkenny, BWG, Mothercare, Woodies, Tesco Ireland, Ibec and Letterkenny Institute of Technology that meets at least six times per year to discuss the training and education needs of the sector. Our range of occupational qualifications at NFQ Level 5 are suitable for operational level employees and include: Retail Customer Service, Retail Communications, Retail Selling, Retail Display, Safety and Health and Work, Work Experience, Warehousing and Personal Effectiveness. We also have developed a level 6 Assessor Award for supervisors or department managers who deliver the training. This model of training is highly flexible and extremely cost effective. We work very closely with our higher education partner, Letterkenny Institute of Technology (LYIT) which has significant experience and expertise collaborating with industry in the development and delivery of work based learning programmes. We currently deliver a number of hugely successful programmes with LYIT. Our flagship programme is our Degree in Retail Management Practice delivered in collaboration with LYIT. This programme was designed after extensive consultation with retail practitioners to ensure it meets the requirements of the sector and has already received much national and international applauds due to its innovative design. The 3 year programme is delivered from September to May (on average 16 days per year) in two central locations (Dublin and Galway). Learners attend class 2-3 days per month and receive considerable recognition for skills and knowledge acquired in the workplace. Assessments are closely linked to making improvements in the workplace and are delivered by a team of highly professional lecturers assisted by experts from the world of retail. We have currently over 200 learners enrolled on the programme. On successful completion of the Level 7 Degree, learners will have the opportunity to progress onto our Level 8 Honours Degree. We also have a number of shorter programmes targeting managerial level employees including our Level 7 Minor Award in Managing and Mentoring People and our latest short programme, Managerial Behaviour and Effectiveness. Both of these programmes are delivered over 4 days. Finally, I would like to finish off by expressing my optimism for the Network and indeed the sector in the coming years and look forward to working with you in the near future.
Contents Page About Retail Ireland Skillnet
2
Retail Ireland
3
Steering Committee
5
Advisory Group
6
Why Employers should invest in Training
7
Benefits of Training to the Employee
8
Framework of Qualifications
9
Occupational Qualifications
10
Level 5 Programmes Retail Customer Service
12
Retail Selling
13
Retail Communications
14
Retail Security
15
Retail Display
16
Safety and Health at work
17
Work Experience
18
Warehousing
19
Personal Effectiveness
20
Recognition of Prior Learning (RPL)
21
Retail Assessor Award
22
Managing and Mentoring People Programme (Level 7)
24
Managerial Behaviour & Effectiveness (Level 7)
26
Bachelor of Business (Ordinary Degree) in Retail Management Practice (Level 7)
28
Bachelor of Business (Honours Degree) in Retail Management Practice (Level 8)
30
Executive Masters in Innovation and Leadership (Level 9)
32
Upskilling the retail workforce is vital to the strategic future of our industry.
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About Retail Ireland Skillnet
Retail Ireland
Retail Ireland Skillnet was created to develop and deliver training and education programmes for those employed in the retail sector. Consequently a broad cross section of retail operators have been brought together to form a network which is representative of the sector.
All the training is 50% funded from the National Training Fund, through the Department of Education and Skills. This funding is administrated through Skillnets – the body responsible for the promotion and facilitation of training and up skilling in Ireland.
Foreword from the Retail Ireland Chairman
Currently Retail Ireland Skillnet has a wide range of training and education programmes available. All the training programmes are developed and delivered by professional trainers that have significant retail experience. Upon successful completion of the training, employees receive nationally approved certification.
The work based learning programmes are designed to ensure that the learning acquired results in immediate improvements in the workplace. As opposed to relying on exams, we use work based assessments that lead to improvements in the workplace.
Retail Ireland is key to representing the sector’s interests to the government, media and all other parties that need to hear what the industry has to say.
This cost effective model to education and training has seen over 14,000 retail employees receive work based qualifications in Ireland in recent years.
Complimenting our industry representation and public affairs activities and cementing our commitment to excellence in Irish retail, Retail Ireland Skillnet is Ireland’s leading designer and provider of retailspecific education and training programmes. Retail Ireland Skillnet is a key part of Retail Ireland’s service offering to members and acts as a focal point for our activity in the area of education, skills and training. Retail Ireland is fully committed to up-skilling the employees in our sector while promoting retail as a career choice. The provision of education and training is a key part of the Retail Ireland strategy and our organisation is committed to building careers in the retail sector for the 275,000 people currently employed in retail in Ireland. Professionalising the sector will boost morale, drive efficiencies and enhance staff retention, helping to promote retail as an attractive and desirable career choice. Further up-skilling retail’s workforce is vital to the strategic future of the industry and to providing a sustainable path to recovery and growth after many years of decline. Retail Ireland looks forward to continuing to work to promote the many valuable benefits on offer through Retail Ireland Skillnet to new and existing member companies, Government and stakeholders alike.
All the training is 50% funded from the National Training Fund, through the Department of Education and Skills.
Conor Whelan Chairman Retail Ireland
For more information regarding our training please: Visit our website www.retailirelandskillnet.com Email Theresa
[email protected] Phone Theresa 074 9176 853
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Postal Address: Retail Ireland Skillnet CoLab Letterkenny Institute of Technology Port Road Letterkenny Co. Donegal
Retail Ireland Skillnet: Retail Training That Works
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Retail Ireland is fully committed to up-skilling the employees in our sector while promoting retail as a career choice.
Retail Ireland
Steering Committee
As part of our commitment to excellence in the retail industry, Retail Ireland is proud to support Retail Ireland Skillnet, the industry-leading retail education and training body. Retail Ireland Skillnet offers retail industry professionals and employees the opportunity to gain nationally and internationally recognised academic qualifications in Retail. These qualifications are certified by QQI. Our unique awards are recognised as the national standard for the retail industry. Retail Ireland Skillnet is funded by Ibec member companies and the Training Networks Programme, an initiative of Skillnets Ltd, which itself is funded by the National Training Fund and supported by the Department of Education and Skills. The programme owes its success to the fact that it has been developed by retailers, for retailers. Participating retailers have reported that the Retail Ireland Skillnet programmes have contributed to greater levels of professionalism, enhanced staff morale, lower rates of absenteeism and greater retention of staff. In addition, the programmes are cost-effective and participants can further develop their new skills and apply their training on the job, on an on-going basis.
Tom Burke Director Retail Ireland
The programme owes its success to the fact that it has been developed by retailers, for retailers.
Sean Carlin Manager Retail Ireland Skillnet
Michelle O Gorman Area Manager Kilkenny Group
Gretta NashCadden HR and Training Manager Brown Thomas Chairperson
Irene Howard HR Manager Eason & Son Ltd
Anita Murphy Group Training & Development Manager Heatons Assistant Chairperson
Karen Ferris HR Manager Mothercare
Lyndsay McClelland HR Business Partner for Northern Ireland Eason & Son Ltd
Cathy Kearney HR Manager Triode Newhill Management Services
Bronagh Page Learning & Development Specialist Woodie’s
Nuala Murphy Resource Manager Tesco Ireland
Mary Wall HR Manager BWG Foods Ltd
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Retail Ireland Skillnet: Retail Training That Works
Page 5
Advisory Group
Why Employers Should Invest in Training
Patricia Doherty Head of Department of Business Studies Letterkenny Institute of Technology (LYIT) Head of Department of Business Studies in LYIT since 2013 Patricia has held similar roles in the Institute of Technology Blanchardstown and the Institute of Technology Sligo. Patricia has significant experience in developing and managing part-time and WBL programmes. Patricia has a Bachelor of Business Honours Degree, an MSc in Computing and Information Systems and more recently she has successfully completed an MSc in Lifelong Learning. Since joining LYIT Patricia has worked closely with Retail Ireland Skillnet in developing and managing training programmes.
Margaret Wilson Retail Training Consultant Margaret is a Qualified Personal & Executive Coach, Mentor, Trainer and Business Consultant. Currently Director of Adesse Ltd, she has worked with Retail Ireland Skillnet for the past four years as a training consultant and coach. Margaret has a over thirty years of management experience working for multi-national and Irish organisations, with a proven track record as a Retail Operational Manager. Margaret has had the opportunity to facilitate many strategic changes for businesses, improving their overall operational efficiency. One key strength has been people development, having built many retail teams and gained huge personal satisfaction from helping people reach their full potential.
Oran Doherty Work Based Learning Facilitator Letterkenny Institute of Technology (LYIT) Oran has been employed as the Work Based Learning (WBL) and Recognition of Prior Learning (RPL) Facilitator at LYIT since 2006. Oran has worked with local, national and international organisations developing and delivering WBL programmes. He has represented Ireland in international WBL and RPL projects and has delivered training to colleges and universities throughout Europe in areas related to WBL and RPL. Oran completed his degree in Business from LYIT in 1997, followed by an MSc in Computing in 1998 and a MA in Tourism Management in 1999 from University of Ulster. He has delivered numerous papers at international conferences on the whole topic of WBL. In recent years Oran has been working closely with Retail Ireland Skillnet in developing and delivering training programmes.
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Irene Canavan Retail Training Consultant Irene has almost 10 years of HR consultancy experience and over twenty years of practical industry based HR expertise, culminating in her appointment as Group Human Resources and Training Director of Arnotts Limited. She provides full HR support to small and mid-sized companies, building human resources infrastructures, ensuring compliance of personnel files, designing employee handbooks, drafting job descriptions and improving employer/employee relations. Irene is skilled in the area of redundancy and dismissal, advises on restructuring or downsizing and provides counsel and guidance to management. She sits as an external member on the interview boards and recruitment and selection committees of large national concerns.
Retail Ireland Skillnet: Retail Training That Works
The retail sector has become highly knowledge intensive and requires employees to have a wide variety of skills in areas such as customer service, technology, communications, sales, and marketing. With the influx of more international retail organisations operating in Ireland, employers now more than ever need to invest in their people.
Some of the positive results reported by retailers participating in the training include: • Increased sales • Better Customer service • Better use of modern technology • Increased staff morale • Immediate improvements on shop floor • Lower levels of staff turnover and absenteeism
Training is vital to the Kilkenny Group Training is vital in retail. It is so important that our staff and managers are always professional when dealing with our customer, and that they have a full understanding of the products they are expected to sell and of the high standard of customer service that Kilkenny are known for. The more time we invest in training our staff and managers the more confident they become. Consequently, they enjoy what they do more and get a lot more out of their job. We use Retail Ireland Skillnet when training new staff members and to further train our existing staff. Everyone benefits from Retail Ireland Skillnet training, from staff members to management, therefore leading to an obvious benefit for the company. Retail Ireland
Skillnet provide on-the-floor training in the job they will be expected to perform on a day-to-day basis and the bonus for the staff member is they get a certificate in recognition for the training. The modules cover a wide range of important topics in retail from customer service, to selling skills to health and safety to managing and mentoring people. They are designed to get staff thinking more about the common situations that arise during a typical working day which they can then discuss between themselves.
Michelle O Gorman Area Manager Kilkenny Group
The training all takes place in the workplace, during normal working hours, therefore the employees can apply their training on the job...
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Benefits of Training to the Employee
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Like all other sectors in the economy, in retail having a qualification is now essential for career advancement and improved competence in the workplace. The sector is more competitive now than ever before.
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• Networking with other retail employees at the same level
further courses with Retail Ireland Skillnet in the future.”
AWARDING BODIES
AWARDS IN THE FRAMEWORK
Quality and Qualifications Ireland (QQI) makes awards in further and higher education and training
Emma Coone, Mothercare
SEC - State Examinations Commission (Department of Education and Skills) Institutes of Technology
Major Awards: named in the outer rings, are the principal class of awards made at a level Minor Awards: are for partial completion of the outcomes for a Major Award Special Purpose Awards: are for relatively narrow or purpose-specific achievement
For further Information consult: www.nfq.ie www.QQI.ie
• Accreditation in the form of certificates e.g. Minor Awards, Major Awards, Degree, and Masters • Recognition for learning in the workplace
There are four classes of award in the National Framework of Qualifications:
Supplemental Awards: are for learning that is additional to a Major Award
Universities
• Availing of 50% discounts for training received
AWARDING BODIES AWARDING BODIES
higher education and training
SECQuality - Stateand Examinations Commission (Department of Education and Skills) Qualifications Ireland (QQI) makes awards in further and Institutes of Technology higher education and training Universities SEC - State Examinations Commission (Department of Education and Skills) Universities
There are four classes of award in the National Framework of Qualifications:
AWARDS IN THE FRAMEWORK Major Awards: named in the outer rings, are the principal class of awards made at a level There are four classes of award in the National Framework of Qualifications: Minor Awards: are for partial completion of the outcomes for a Major Award
Supplemental Awards: areinfor thatare is additional to aclass MajorofAward Major Awards: named thelearning outer rings, the principal awards made at a level Special are for completion relatively narrow purpose-specifi c achievement MinorPurpose Awards:Awards: are for partial of theoroutcomes for a Major Award Supplemental Awards: are for learning that is additional to a Major Award Special Purpose Awards: are for relatively narrow or purpose-specific achievement
For further Information consult: www.nfq.ie www.QQI.ie
Retail Skillnet offers employees the opportunity to gain nationally and internationally recognised qualifications in retail.
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Retail Ireland Skillnet: Retail Training That Works
©QQI 2014
AWARDS IN THE FRAMEWORK
Quality and Qualifications Ireland (QQI) makes awards in further and
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• Improved opportunities for career development
©QQI 2014
further Information www.nfq.ie www.QQI.ie ©QQI 2014 The National Framework ofFor Qualifications (NFQ)consult:The NFQ provides a way to compare was introduced in 2003 as a system of 10 Levels. qualifications, and to ensure that they are quality The 10 Levels capture all learning, from the very assured and recognised at home and abroad initial stages of level 1 to the most advanced Retail Ireland Skillnet offer training from level 3 learning of level 10. right up to level 9 in the framework.
The qualifications you receive from Retail Ireland Skillnet are transferable outside of Ireland. To find out how these qualifications map onto the European Framework of Qualifications, please visit our website www.retailirelandskillnet.com
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Our Courses
The Steps Involved
Occupational Qualifications (Level 5 courses)
Step 1 Company decides to join Retail Ireland Skillnet.
The Retail Ireland Skillnet program offers certified on the job training for retail staff. This training has been developed by retailers for retailers.
When you register for a module you will receive a resource pack which contains all the information for the trainer and the candidate.
It is proven to deliver results, in terms of:
In total there are 9 modules to choose from:
• increasing productivity levels
1. Retail customer service
• improved customer service and product knowledge
2. Retail selling
• introduction to modern retail technology
4. Retail security
• improved staff morale
5. Retail display
• reduction in turnover and absenteeism levels
6. Safety and health at work
The modules have been developed to meet the core business needs of every retail outlet. The training material that is provided is generic in terms of retail operation, examples used vary from grocery retailing, to fashion and footwear, to electrical, and even furniture retailing. Companies may wish to alter this or tailor it making it company specific, which can be done in agreement with the Retail Skillnet team. Initially at least one member of your management / supervisory team must be trained as a trainer / assessor. This person should ideally already be involved in training staff and / or assessing their performance on the job. The trained assessor then distributes the training material to members of his / her organisation. As the program gathers momentum you may decide to train more assessors, perhaps one per department. The assessor training takes the form of a one day workshop, however there is much more in terms of support included in the cost. Trained Assessors receive a level 6 advanced certificate upon successful completion of the training.
Step 2 A member of the Retail Ireland Skillnet team, will visit the company and give a presentation to management and staff.
Step 3
3. Retail communications
2 day Assessor Workshop held and assessors registered with Quality and Qualifications Ireland (QQI).
7. Work experience 8. Warehousing 9. Personal effectiveness
Step 4 Assessors return to company: they select candidates and register them with Retail Ireland Skillnet. Support is available for assessors throughout this process.
As a company, you may decide to work through all the modules. Alternatively you may decide to select individual modules to target areas where there is greatest need or where you do not already have a training tool, e.g. retail selling or retail security. How the program is structured within your business is entirely your decision. An employee will receive a certificate for each completed module, however they must complete 8 modules including: Communication, Work Experience and Safety and Health at work if they are to achieve the overall Occupational Qualification in Retailing. As with the assessor costs, the costs for each candidate going through significantly reduce as the numbers increase. Please contact us for further information on the costs.
Step 5 Training is delivered by the Assessors and resource material is distributed to the candidates.
Step 6 Candidates are assessed through observation and questioning against the learning outcomes.
Step 7 Candidate and assessor meet to discuss module content, learning outcomes and performance. Candidates are asked ten questions from question bank, if assessor is satisfied that the candidate has reached the required standard then a final summary is written up and logbook is signed off.
Step 8 Logbooks are then submitted to Retail Ireland Skillnet office for QQI assessment. Once this has happened certificates are issued to successful employees.
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Retail Ireland Skillnet: Retail Training That Works
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Description of Occupational Qualification Modules:
Level 5
Retail Customer Service
Retail Selling
Good customer service is essential in order to send customers away with positive feelings towards the company and those who work in it. Therefore, customer service is one of the most important parts of a sales assistant’s job. The only way to ensure that the service delivered is of the required standard is through effective training and on-going assessment.
Many retailers assume that when a customer enters their store it is because they want to purchase a product which they sell.
The Retail Customer Service module focuses on the importance of the customer to the business, and highlights that Customer Service is a policy that is adopted by all stores who want to retain their existing customers and encourage new customers to visit the store. It emphasises that the customer should be the focus of the staff efforts and the company should endeavour to provide every customer with the best shopping experience through excellent customer service.
In any business, the customer is the most important person. Without customers, profits will collapse and the business will ultimately fail.
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Retail Customer Service Level 5
Main Themes • Principles of good customer service • Implementing customer service • Internal and external customer service • Body language • Resolving customer complaints • Measuring customer satisfaction • Improving business operations • Customer surveys • Acting on results from customer surveys • Consumer legislation
Level 5
Description of Occupational Qualification Modules:
However, many customers may need assistance before making a purchase decision. They may require more information about the product, a product demonstration or even information on guarantees. This requires the effective input from employees to ensure that they do everything possible to make a sale. The employee should be aware of the importance of providing the customer with the information they require, handling objections and closing the sale.
• Implementing change
Customers may need assistance or require more information about your product before making a purchase.
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Retail Selling Level 5
Main Themes • 8 steps of selling • Improving product knowledge • Retail ethics • Making a sale • Online selling techniques • Handling payments • Dealing with difficult situations • Handling refunds • Improving customer loyalty • Legal responsibilities
Level 5
Description of Occupational Qualification Modules:
Retail Communications
Retail Security
In retailing, it is extremely important to have good communication skills. Not only is good verbal skills required, but also writing skills and non-verbal communication skills are essential.
Security in retail stores has become an increasingly important feature in recent years. The upsurge in retail crime has significant repercussions, both in financial and personal terms, for retailers.
The Retail Communications module highlights the importance of effective communication in the workplace and in everyday life. This module attempts to equip the employee with excellent communication skills so as to improve encounters with customers, colleagues, suppliers, distributors, media and any other body. The module demonstrates how communication skills can be acquired and developed. These skills can be applied effectively for personal, professional and social development of the individual.
I’m finding the training I’m receiving at the moment very interesting and I’m looking forward to working hard to receiving my certificate. It’s a great opportunity to receive a recognized QQi level 5 qualification for the job I do every day. Getting training in the store and being able to do it 1-2 times a week helps and getting it from a fellow colleague keeps it at a one to one level.
Main Themes • Listening • Speaking • Reading • Writing • Non-verbal communication • Visual communication • Communication technology
Although retail crime is a significant concern for retailers, many do not provide any security training for staff and as a consequence are at greater risk of incurring substantial losses. Recent research highlights the effects which retail crime can have on profits. It is estimated that up to 25% of all retail profit is lost each year as a result of criminal activity. Therefore the importance of good retail security knowledge, policies and procedures cannot be underestimated in modern retailing. In order to minimise losses it is important that the business has adequate Retail Security measures in place. The Retail Security module aims to increase staff awareness in relation to Retail Security and these staff members are the first line of defence in the fight against retail crime.
Ciara Bowles, Kilkenny Group, Cashel
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Retail Communications Level 5
Level 5
Description of Occupational Qualification Modules:
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Retail Security Level 5
Main Themes • Security procedures • Security legislation • Technology in security • Security of people • Security of stock • Security of premises
Description of Occupational Qualification Modules:
Level 5
Description of Occupational Qualification Modules:
Retail Display
Safety and Health at Work
Retailers spend time and money on the purchase of products for sale in store. However, it is extremely important that these goods are merchandised properly to entice customers to buy the products by showing the range of products for sale, at their best.
The Safety, Health and Welfare at Work Act, 2005, seeks to ensure that Irish businesses update their current practices governing safety procedure and health in the workplace.
Store displays are critical in making a good impression on the customer. The perception each customer has of your store can be greatly influenced by what they see displayed in-store.
Main Themes • Visual merchandising • Key principles of retail display • Planning displays to specification • Setting up, maintaining and dismantling displays • Shelf plans and planograms • Legislation in relation to display • Labelling stock on display
The Retail Merchandising module highlights the importance of the merchandising effort within the store, and focuses on the impact that merchandising can have on sales and profitability. It is important to remember that the average customer views the presentation of the store as a reflection of the retail operation in general. Therefore it is essential that staff are equipped to present the store in the best possible light.
Store displays are critical in making a good impression on the customer.
• Stock management • Safety in retail display
This piece of legislation reflects the importance that the government place on Health and Safety in the workplace. It is regarded as the most stringent piece of legislation ever introduced in the area of Safety, Health and Welfare at Work.
Main Themes • The duties of employers and employees as outlined in the current legislation • The role of the Health and Safety Authority • Safety, Health and Welfare at Work Act 2005
The legislation is wide ranging and every retail business is required to comply with the requirements of the Act. The Safety and Health at Work module does not offer an exhaustive guide to Health and Safety in the workplace, nor does it cover every aspect of the current legislation.
• The role of communication and training in the promotion and provision of Health and Safety
The module resource material has been developed to assist candidates to achieve Level 5 Safety and Health at Work.
• Identification of risk factors in relation to Safety
Every retail business is required to comply with the requirements of the Act.
• The elements and functions of a Safety statement • Promotion of Safe and Healthy working practices
• The factors which contribute to safe and healthy working environments • Hazard identification and risk assessment • Principles and procedures of good housekeeping • Safe lifting and handling techniques • Causes, prevention, emergency procedures, reporting and recording of accidents and occurrences • Fire related issues • Working with equipment • PPE
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Retail Display Level 5
Level 5
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Safety and Health at Work Level 5
Description of Occupational Qualification Modules:
Level 5
Description of Occupational Qualification Modules:
Work Experience
Warehousing
The Work Experience module gives employees the opportunity to learn more about the job they do and the company they work for. This module is delivered using a more practical approach, with employees reflecting on their current job role and responsibilities within the company and setting realistic targets for possible advancement within the company.
Stock control is a very important part of any retail operation. However, there are huge variations in the procedures, systems and policies which exist in the retail sector.
The Work Experience module allows the employee to recognise their own skills, develop new skills, make decisions about future job direction and to progress within the retail sector.
78% of those undertaking meaningful work experience gain full time employment.
Main Themes • Preparing for work • Goal setting • Communication skills • Following instructions • Review and evaluation • Advancement
The key aspects of receipt, storage, retrieval and dispatch of goods are critical to the successful operation of the business. Therefore it is critical that staff are aware of stock control procedures and carry out these in an effective manner.
• Personal development • Workplace learning • Basic rights and responsibilities
The Retail Stock Control module provides an insight into the key aspects of stock control (as outlined above), highlighting the importance of Stock Control in overall business operations.
“Training here in Cashel is going really well. We have one module completed since October and have just started another one (Safety & Health in the Workplace)—it is working really well. We give ourselves two mornings a week from 9.30-10am to sit down and go over the training. This is working well for us as we have one month to finish it. The girls are interested and showing great enthusiasm for the module we are doing now. We have made a list of what we are doing for the next modules and the girls are looking forward to getting the certificates and being qualified at QQi Level 5. The girls are happy that they are getting a certificate for the work. The fact that they are getting qualifications for something that they are doing every day and getting time in the working day to do it makes it even better. QQi Level 5 Certificates are highly regarded and something that the girls will always have”. Rachel Colohan, Assessor, Kilkenny Group, Cashel
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Work Experience Level 5
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Warehousing Level 5
Level 5
Main Themes • Preparation for the receipt of goods • Accepting goods for storage • Warehousing technology • Health and safety • Dealing with discrepancies • Storage requirements • Appropriate placement and storage of goods • Retrieving and dispatching goods from stock
Description of Occupational Qualification Modules:
Level 5
Description of Occupational Qualification Modules:
Level 5
Personal Effectiveness
Recognition of Prior Learning (RPL)
It is essential that all staff members operate the business according to the policy guidelines laid down by the company. To do this effectively staff must co-operate fully with one another, not only for the benefit of the customer, but also the business. It is important to remember that staff are internal customers, who are extremely important for the running, promotion and sustainability of the business.
Recognition of Prior Learning (RPL) is a process through which the knowledge, skills and competencies acquired in the workplace are formally recognised with a qualification.
In order to work effectively staff need to be able to evaluate the working relationships which they have with their colleagues and employers. To do this they must take an overall view of their position in the workplace—this is known as a 360 degree view—as they take into account their working relationships with all the people they come into contact with on a daily basis; not just those within their own department, but staff in other departments, suppliers and management. This is important in retail as when relationships between staff members function effectively, the business also benefits. The Personal Effectiveness module focuses on the key relationships within the workplace, such as that between employee and employer. It encourages staff to focus on their attitudes and behaviours in the workplace with a view to improving effective communication and working relationships within the business.
Main Themes • Quality Standards • Performance • Optimising Productivity • Forming and Maintaining professional working relationships
RPL is suitable for companies with well established training systems already in place. Their employees would have already gone through a training programme and have the skills and experience necessary to achieve the accreditation.
Feedback • Extremely positive • Experience was highly motivating for staff and management involved. • Recognition for work, experience and skills was hugely valued
What is Involved? Candidates with relevant experience and skills in retail seeking a recognised qualification should apply to get their skills accredited. In order to receive their qualification, applicants are expected to prepare a work based portfolio. All applicants receive training and support on how to prepare the portfolio. In addition to preparing the portfolio, employees are also monitored in the workplace by a trained assessor (normally a manager in the retail outlet that receives training in assessing) to ensure skills acquired are practised on the shop floor. This should result in significant employee improvement in the selected areas.
Benefits for Employer and Employee Employers see RPL as an opportunity for: • Attracting high calibre employees • Motivating and up-skilling existing employees • Improved performance in the workplace as the assessment is linked to organisational objectives • Cost and time invested is significantly lower than in traditional training and learning programmes.
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Personal Effectiveness Level 5
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Recognition of Prior Learning Level 5
Level 6
Retail Assessor Award This programme is designed for learners to deliver quality training and assessments in the work place. Learners will develop the appropriate knowledge, skills and attitudes to carry out the role of a work based trainer/assessor.
Learners will develop assessors skills that will enable them to effectively deliver Level 5 Retail Practice modules to candidates in the workplace. Assessors will become coaches and mentors to their candidates. Learners will gain the qualities to deliver training in a planned manner with energy and enthusiasm, be an effective communicator, with the ability to listen, question, observe and offer constructive feedback.
Learning Outcomes Learners will be able to: • Understand Retail Occupational Qualifications • Understand the role of an Assessor/ trainer • Complete the assessment process of candidates
“This experience for me has surpassed any of my
“We found the assessor workshops to be motivating,
initial expectations. I am a hard working professional
inspiring and very positive and that was mainly down
Supervisor who has always endeavoured to do my
to the trainers who we thought were absolutely brilliant
best, so when I was given the opportunity to become an
and fabulous. We returned to our store with the energy,
Assessor for our operational training - I jumped at the
passion and motivation to get our team started on their
chance. Since then I have positively progressed within
journey to completing their certificate in Retail Practice.
my career, now undertaking the role of Department Our moto is “Positive thinking will let you do everything
Manager.”
better.” Kirsten Fletcher, Brown Thomas Val Kirkland, Mothercare
• Understand how people learn • Prepare a training session • Evaluate training • Set goals and objectives.
Delivery For More Information Contact
The programme will be delivered in a 2-day workshop.
1. Assessment 2. Training
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Retail Assessment Practice Level 6
Theresa Gallagher Retail Ireland Skillnet Email:
[email protected] Phone: 074 9176 853
Page 23
Retail Assessment Practice Level 6
Level 7
Managing and Mentoring People This extremely popular programme is a Level 7 Minor Award (10 credits) developed and delivered by Letterkenny Institute of Technology (LYIT) in collaboration with Retail Ireland Skillnet. It is primarily a work based learning programme aimed at equipping the learner with the necessary practical skills to excel in managing and mentoring people. Topics covered reflect best practice in relation to the key areas relevant to managing and mentoring people. Upon successful completion, learners will be awarded their Level 7 Certificate in Managing and Mentoring People. The programme is aimed at business owners, managers, trainee/assistant managers, team leads, HR specialists and other management level employees.
Assessment Learners prepare a Work Based Portfolio demonstrating how they have implemented learning from the course into their own workplace.
Developed and delivered by Letterkenny Institute of Technology (LYIT) in collaboration with Retail Ireland Skillnet.
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Institiúid Teicneolaíochta Leitir Ceanainn Letterkenny Institute of Technology
“We had an objective of enhancing the current skills
“I found the management and mentoring programme
and competencies of the Heatons management team,
to be extremely beneficial to both myself and my
giving them the opportunity to implement the new skills
store. I personally have excelled in my position with
they’ve learned in the workplace. We got in contact
the Kilkenny group going from supervisor to deputy
The programme consists of two modules:
with Retail Ireland Skillnet about possible training
manager in just over a year. I believe that the course
1. Managing People
programmes. They recommended a 4 day programme
has helped me in achieving this. I found the course to
designed and delivered by Letterkenny Institute of
be very interesting and valuable to my position. I would
Technology called Managing and Mentoring People.
recommend this course to all supervisors or to anyone
From Heaton’s 52 stores across Ireland, 50 front line
who wants to progress within management”.
The programme can be delivered over a 4 day period (10am-4pm).
2. Introduction to Mentoring
Topics Covered • Managing Recruitment and Selection • Employee Induction
managers were chosen to attend the course. We were absolutely delighted with the results and the way we
Karen Hickey,
were allowed to impact on the design, delivery and
Kilkenny Group
assessment of the programme.
• Performance Management / Employee Development
Participants on the programme became more confident
• Developing Leadership skills
associated with the programme were designed to
• Employee Motivation Techniques • Managing Teams • Managing Conflict • Mentoring • Training
in managing and mentoring. The assignments ensure immediate improvements on the shop floor. Overall, I would highly recommend this programme to anyone hoping to improve their managing and mentoring people skills”. Anita Murphy, Group Training & Development Manager, Heatons
• Time Management
This assessment encourages the learner to make instant improvements in the workplace.
Delivery The programme can be delivered “in-house” with relevance put on organisations own policies and procedures numbers permitting (usually minimum of 20). Alternatively if an organisation is unable to put 20 of their own employees on the programme, we can make arrangements to share the delivery with another organisation. Each topic is delivered in a workshop environment where real life examples are used to illustrate best practice.
Page 24
Managing and Mentoring People Level 7
For More Information please contact: Oran Doherty Work Based Learning Facilitator Lettekenny Institute of Technology Email:
[email protected] Phone: 074 9186707
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Managing and Mentoring People Level 7
Level 7
Managerial Behaviour & Effectiveness The aim of this module is to introduce learners to the various behavioural aspects of the organisational setting and how these can be managed effectively. An understanding of the behaviour of individuals and groups within the organisational setting and emergent issues pertaining to both is an essential role of modern managers. This module aims to equip learners with the requisite skills to effectively manage both individuals and groups in the workplace, ensuring the efficient running of the organisation.
Learning Outcomes On successful completion of this module the leaner will be able to: 1.
2.
Critically evaluate the factors that are shaping modern management and the requisite skills necessary to manage individuals and groups in the organisation as a result Describe the various factors impacting the behaviour of individual in the organisational setting
3.
Evaluate how effective delegation occurs in the organisational setting
4.
Differentiate between groups and teams in the workplace and explain how groups can be developed into effective teams
5.
Explain the process by which managers identify and select competence employees
6.
Describe the relationship between employee reward and performance in the workplace
7.
Explain how managers can effectively manage the processes of change and innovation in the workplace
Page 26
Course Duration 2 x 2 day blocks (combination of lectures, workshops & guest speakers).
Is This Course For You? This course is aimed at all levels of managers who are responsible for managing individuals or teams on a daily basis.
Indicative Content 1. Management and the Organisational Setting • Factors reshaping and redefining management • The changing workforce and impact on management • The study of organisational behaviour • The psychological contract
2. Managing Individuals • Personality • Attitudes • Perception and communication • Learning • Motivation • Leadership
Developed and delivered by Letterkenny Institute of Technology (LYIT) in collaboration with Retail Ireland Skillnet.
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Institiúid Teicneolaíochta Leitir Ceanainn Letterkenny Institute of Technology
4. Work Groups and Teams • • • • • •
Concept of groups and teams Formal and informal groups Group development Group roles Developing groups into effective teams Issues in team management
7. Managing Change and Innovation • • • • • •
Change management Managing resistance to change Creativity and Innovation Stimulating Innovation Stress management Contemporary organisational issues
5. Human Resource Management • Concept of HRM and influences • Job analysis • Competency Analysis • Job Description • Recruitment • Selection • Contemporary HRM issues
6. Managing Performance • • • • •
Performance management system Performance planning Performance reviews Rewards and reward systems Addressing low levels of performance
For More Information 3. Delegation • • • •
Concept of delegation Benefits of effective delegation Approaches and models of delegation Critical issues in the delegation process
Managerial Behaviour & Effectiveness Level 7
please contact: Oran Doherty Work Based Learning Facilitator Lettekenny Institute of Technology Email:
[email protected] Phone: 074 9186707
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Managerial Behaviour & Effectiveness Level 7
Level 7
Bachelor of Business (Ordinary Degree) in Retail Management Practice The Retail Management Practice Degree is a 3 year part time Level 7 programme developed and delivered by Letterkenny Institute of Technology (LYIT) in conjunction with Retail Ireland Skillnet. The programme will provide learners with the practical skills, knowledge and competence required to manage successfully in a challenging retail environment. The programme is delivered 2 days per month (usually a Tuesday and Wednesday, 10am-4.30pm) between September and May (no class in December and January). The philosophy of the programme centres on developing learners into professional retail managers, an integral part of this is action learning within the learners own workplace; enhancing the use of specialist knowledge in practice and recognising the reciprocal relationship between management theory and professional practice. The programme incorporates modules that focus on the practical capabilities required by retailers and addresses the lack of professional management expertise among graduates.
Delivery at Two Locations The degree is now delivered at two locations: Dublin: IPA, Ballsbridge Galway: Galway Business School, Salthill
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Semester 1
• Designed by retailers for retailers • 50% funding available – learner only pays €1200 per year (if more than one learner from same organisation then further discounts may be available) • Delivered by experienced work based learning lecturers from LYIT
• Recognition for learning achieved in the workplace • Delivered on “Retail Friendly” dates (normally Tuesdays and Wednesdays – no class December and January) • Study skills and learning techniques provided • An opportunity to engage with other retail employees from some of Ireland’s most respected stores • Upon successful completion of the Level 7 programme learners will be able to progress to a Level 8 programme
Anthony Hallahan Operations Administrator Easons, Dublin (currently on Learner Programme)
Retail Management Practice Degree Level 7
Semester 2
Year 1
Learner Development & Study Skills (5) Principles of Marketing (10) Retail Information Technology (5)
Legal Issues in Retail (5) Communications (10) Retail Marketing (10)
Year 2
Human Resource Management (10) Business Organisation & Management(5) Economics (5)
Customer Care (5) Business Information Systems (5) Retail Management (10) Store Design, Atmospherics & Merchandising (5)
Year 3
Financial Accounting in Retail (10) Buyer Behaviour (5) Operations Management (10)
Purchasing with Supply Chain Management (5) Entrepreneurship & Innovation (10) Work Based Project (20)
• Highly respected subject matter experts from retail industry providing guest lecturers • Assessments linked to making improvements in the workplace
Institiúid Teicneolaíochta Leitir Ceanainn Letterkenny Institute of Technology
Programme Structure
Key Features
“I would highly recommend this course to anyone looking to take their career in retail to the next level. The modules covered relate to everyday retail business and also the ever-changing retail world. The attention to detail from the lecturers within each module allow you to instantly implement your newly acquired knowledge within you organisation. The guest speakers also give you a great perspective on what it takes to be the best and achieve the best - their retailing experience is second to none and the opportunity to acquire this knowledge from them is immeasurable.”
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Developed and delivered by Letterkenny Institute of Technology (LYIT) in collaboration with Retail Ireland Skillnet.
Note: ECTS credits in brackets
Application Process Applicants should have relevant retail experience (one-year full time or part-time equivalent) AND one of the following: • A Grade D3 in ordinary level English, Mathematics and three other subjects of the Leaving Certificate Examination (or approved equivalent) OR • Holders of a full FETAC Level 5 Award OR • Mature Students i.e. over 23
For More Information Contact
Theresa Gallagher Retail Ireland Skillnet Email:
[email protected] Phone: 074 9176 853 Applications forms online at www.retailirelandskillnet.com
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Retail Management Practice Degree Level 7
Work Placement (30-15 credits per academic year)
Level 8
Bachelor of Business (Honours Degree) in Retail Management Practice Learners who successfully complete the Level 7 Bachelor of Business in Retail Management Practice will have the opportunity to enrol on the Level 8 Honours Degree Programme. The Level 8 Honours Degree Programme is delivered over one academic year and enables learners to develop advanced core competencies and skills in retail management by building on learning and business knowledge already gained at Bachelor of Business Level. This add-on programme has been developed in conjunction with many of Ireland’s leading retail organisations and is based on national and international best practice in retail education.
A particular strength of this programme will be guest presentations by retail experts during each module. The integration of practitioner and consultant materials informs and reinforces the academic modules.
Learners will complete the following six modules:
Developed and delivered by Letterkenny Institute of Technology (LYIT) in collaboration with Retail Ireland Skillnet, business support agencies and major employers.
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Institiúid Teicneolaíochta Leitir Ceanainn Letterkenny Institute of Technology
On successful completion of this programme candidates may be eligible to progress to relevant Level 9 Postgraduate Diploma and / or Masters programmes.
1. Ethics and Corporate Social Responsibility
(10 credits)
2. Digital Marketing (10 credits)
3. E-Commerce (10 credits)
4. Leadership and Managing Change (10 credits)
5. Retail Selling Skills (10 credits)
6. Strategic Management (10 credits)
For More Information Contact
Theresa Gallagher Retail Ireland Skillnet Email:
[email protected] Phone: 074 9176 853
Page 30
Bachelor of Business (Honours) in Retail Management Practice Level 8
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Bachelor of Business (Honours) in Retail Management Practice Level 8
Level 9
Executive Masters of Business in Innovation and Leadership We all know the expression “born leader” but how many great leaders were brilliant from the start? The highly successful Masters of Business in Innovation & Leadership is a proven Master’s degree programme that develops the leadership talent of managers to deliver significant business improvement in their participating firms. This programme has been developed by Letterkenny Institute of Technology (LYIT) in consultation with Ibec, business support agencies and major employers.
Deeper Action Learning An integral part of the programme is action learning within the candidate’s own workplace. This approach enhances the use of specialist knowledge in practice and recognises the shared relationship between management theory and professional practice. The programme creates an environment in which participants can engage in knowledge development based on their work context. Relevant project work in participating organisations and the sharing of business experiences will form a richness of learning through the process referred to as ‘Build and Learn’. It is essentially a practical programme with rigorous theoretical underpinnings.
Key Features • Focused on developing responses to key strategic issues • Leading national and international best practice speakers
Developed and delivered by Letterkenny Institute of Technology (LYIT) in consultation with Ibec, business support agencies and major employers.
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Institiúid Teicneolaíochta Leitir Ceanainn Letterkenny Institute of Technology
Programme Structure The duration of the programme is two years part time and involves learners undertaking nine taught modules (via two and three day block releases) and a major business development project. The Masters of Business in Innovation & Leadership has 9 interlocking knowledge disciplines central to underpinning the programme vision of developing innovating leaders.
• Discussion based mode of delivery • Two x 3-day and seven x 2-day block delivery over 2 years • Action learning communities of practice using reflective learning approach • Assessment is assignment based and centred on work issues • Dissertation based on major in-house organisational project
Modules • Managing People and Organisations • Innovation & New Product Development • Leadership • Managing Change • Driving Innovation • Knowledge Management & Learning • Corporate Governance & Ethics
Application Process We recognise that life and work experience counts. Applicants can hold a recognised honours degree however managers without an honours degree but with senior management experience are also eligible to apply.
• Research Methods & Major Business Development Project • Professional Development
For More Information regarding this programme please contact:
“I wanted to do a course which would help me professionally but also contribute to my personal development. I can honestly say that 2 years on, my requirements are being met by the LYIT Masters in Innovation and Leadership, and I can translate what I am learning to my every day role with Connacht Gold. This course is tailored for people in business like me, and would be particularly of interest to people who are heading into
Theresa Gallagher Retail Ireland Skillnet Email:
[email protected] Phone: 074 9176 853
leadership roles or managing teams.” Seamus Hannon, Sales Manager, Connacht Gold
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Executive Masters of Business in Innovation & Leadership Level 9
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Executive Masters of Business in Innovation & Leadership Level 9
Notes
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Retail Ireland Skillnet: Retail Training That Works
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Retail Ireland Skillnet: Retail Training That Works
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Retail Ireland Skillnet: Retail Training That Works
Retail training that works
Retail Ireland Skillnet Ireland’s leading body for retail education and training Retail Customer Service Retail Communications Retail Selling Retail Security Retail Display Safety and Health at Work Work Experience Warehousing Personal Effectiveness Recognition of Prior Learning Retail Assessor Award
Managing and Mentoring People Programme Managerial Behaviour & Effectiveness Bachelor of Business (Ordinary Degree) in Retail Management Practice Bachelor of Business (Honours Degree) in Retail Management Practice Executive Masters in Innovation and Leadership
All the training is 50% funded from the National Training Fund, through the Department of Education and Skills. For more information regarding our training opportunities please: Visit our website www.retailirelandskillnet.com Email Theresa
[email protected] Phone Theresa 074 9176 853
Postal Address: Retail Ireland Skillnet CoLab Letterkenny Institute of Technology Port Road Letterkenny Co. Donegal
The Retail Ireland Skillnet is funded by member companies and the Training Networks Programme, an initiative of Skillnets funded from the National Training Fund through the Department of Education and Skills.
