Courses by Misco

This programme enables participants to acquire and extend executive skills decision-taking, communication, delegation, motivation and interpersonal skills. MISCO-TACK's popular two-day training programme will be held at the MISCO Training Centre in Valletta on Tuesday and Wednesday from 9 a.m. to 5.30 p.m.

Philip Bourne, MA (Cantab), joined TACK Training Management Team in 1978 and has been closely involved with its expansion and development both in the UK and internationally. He became director of management training in 1984. He was appointed associate director of MISCO-TACK Training Europe in 1996. Mr Bourne has been visiting Malta regularly since 1989, running both open and in-company programmes.

Participants will learn about the skills an executive should develop - self-organisation and control of paperwork, establishing priorities, problem analysis and systematic and rational decision-making, creative thinking and how to develop and maintain good personal relationships and win co-operation.

Executives and managers from any area of business wishing to develop their personal skills and improve their overall effectiveness will find this programme beneficial.

Benchmarking

"He that will not apply new remedies must expect new evils; for time is the greatest innovator."

Francis Bacon may have written that in 1625 but almost four centuries later it rings just as true. We have to keep up to keep ahead.

Benchmarking is a very practical and important way of helping us improve performance towards best practice. It involves examining something we do and comparing it with how it is done elsewhere with the intention of getting it done better.

It is done in co-operative partnership and not by covert espionage - because the benefits must be two-way - so it is best done within the organisation or with other businesses which are not competitors but have some functions in common. For example, a bank could benchmark with a fast food outlet on queue handling or an airport with a football stadium on car parking.

This short, focussed course provides an introduction to the practice of benchmarking in the business context, identifying the most profitable areas to benchmark, what is needed to set it up, how the process works and how it must be monitored.

MISCO Training will hold this workshop on Thursday from 9 a.m. to 12.30 p.m.

Replying to customers' complaints in writing

How often do you feel at a loss for words when dealing with customers' complaints? Is there a set procedure that can be followed to deal with complaints? How can you transform a complaint into an opportunity to gain goodwill - and more business?

All these problems will be tackled during the three-and-a-half hour workshop "Replying to Customers' Complaints in Writing", which will be held at MISCO Training Centre on May 17 from 2.30 to 6 p.m.

Communication skills

Communication within a working environment is crucial not only for motivational reasons but also to help an organisation deliver its operational objectives as efficiently and cost-effectively as possible. If people are to do the best possible job, they must understand their own job and responsibilities; how the objectives of that job relate to the objectives of the team and the organisation; where the organisation is going and how they, as individuals, can make a contribution. Quite simply, informed people make better contributions.

This one-afternoon training programme is ideal for executives, supervisors and middle managers that have to communicate frequently with other people both internally and externally.

The "Communication Skills" programme is being held at the MISCO Training Centre in Valletta on May 20 from 2.30 to 6 p.m.

If you would like further information about any of these courses, contact M'Louise Xuereb on 2122-0303/2123-9683, fax: 2125-1083/2124-7512 or e-mail mlxuereb@miscomalta.com.