SlideShare une entreprise Scribd logo
1  sur  31
Télécharger pour lire hors ligne
Training Courses
                     and
           Specialist Workshops
         for the General Insurance
                  Industry




                                                  2010



Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
Who We Are



     Create Solutions Ltd was formed in 2002 to help prepare General Insurance
     Brokers for FSA regulation and to help them train their staff. Since then we
     have helped hundreds of firms apply for authorisation, set up systems and
     procedures, prepare for FSA visits, monitor their compliance and help them
     stay on track.

     We provide a bespoke service to a wide range of clients and tailor our
     support to each client, ensuring a professional service which is specifically
     designed to support each client’s individual requirements

     We are the Specialist Compliance and Training Company for the General
     insurance Industry. Our office is based in the Manchester area and work
     throughout the UK, supported by a nationwide network of professionally
     qualified trainers and experts providing consultancy, regulatory support and
     also training.

     We are members of the Association of Professional Compliance Consultants,
     and the Directors are council members of the Insurance Institute of
     Manchester.



                     The key members of our team:

                                      Mike Cranny FCII
                                Karen Cartridge Dip CII
                                  Malcolm Williams FCII
                                      Roy Rodger FCII
                                Tracy Norton BA (Hons)




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
What you should know about our
      courses:


    • We have straight-talking tutors – ones that you can
      understand and relate to.
    • All of our tutors have specialist knowledge in their subject
      areas.
    • Our courses are memorable as well as being informative. We
      like to make them participative (after all, 90% of what we
      remember is influenced by what we say and do).
    • Our courses are stimulating and fun (Yes! Learning about
      insurance can be fun!)
    • Our courses range for the basic level to advanced technical.
    • We do not offer standard ‘off the shelf’ training courses that
      many companies provide – ours are different. We recognise
      that all companies are different and that each company has
      different needs.
    • We work with our clients to thoroughly understand their needs
      and to deliver exactly what is required, enabling your business
      to get the best return on your investment.
    • We always discuss your objectives and requirements with you
      before finalising any training programmes and we are happy
      to tailor any of our courses to suit your needs.
    • BUT most of all, our courses are CREATIVE. They are
      created and designed to deliver quality training material in an
      enjoyable format. After attending one of our courses, you will
      be hungry for more... We promise!




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
Why work with us?
      We have professional, long-term relationships with our existing clients and
      have always provided unique and creative bespoke solutions to their
      compliance and training requirements.
      The team at Create Solutions have a combined experience of over 100
      years in the Insurance Industry. Karen is currently Deputy President of the
      Manchester Insurance Institute. Mike is currently a Council Member at the
      CII and is a past President of the Manchester Insurance Institute.
      Our view is that no two clients have the same requirements when it comes
      to compliance and training and so we always tailor our services to meet
      their individual requirements.



      What we suggest:
      We wouldn’t expect you to consider dealing with us without first meeting us.
      We would also like to meet you and obviously any meeting is at no cost to
      you and without obligation.
      We would then be in a position to give you a firm quote for a bespoke
      training package which fully takes into account the needs and requirements
      of your company.



      How we differ from other General Insurance
      Training Companies:
      Everything we do is bespoke and the Directors are very involved in the
      business. All of our staff have an insurance background – even the part time
      staff – and all of our consultants are professionally qualified.
      We are considered expert even by our competitors and can supply
      references from clients on request.




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
Pick ‘n’
                                               Mix!
    The modular format of our training proposition is designed to allow you to
    pick and choose the modules relevant to your business in order to put
    together a training programme which suits your particular requirements.
    Courses and workshops can be purchased on an individual basis - or
    combined to produce a full structured in-house training programme.
    Modules can be swapped and changed to suit your needs and additional
    modules can be added. All existing modules can be amended to include
    specific topics that you wish to cover or the content can be tailored to suit
    your business needs.
    We work with a number of professional trainers with specialist knowledge
    in various subject areas, allowing us to create and run bespoke training
    programmes for those of our clients who require training and/or
    workshops in subjects which are not covered in this portfolio.
    As our training is charged out on a daily rate, we try to combine two short
    courses into one day, where possible, to minimise the cost to you.
    Obviously this depends on the complexity of the subject and your
    requirements.
    If you do not see what you require here in this portfolio, please contact
    us. We can deliver any general Insurance technical training course – at
    any level – in any format you require.
    For further information or if you have any questions, please contact the
    office on 0161 870 6637 or by email: tracy@createsolutions.co.uk


    Methods used: Interactive sessions using discussions, case studies and
                  practice sessions
    Numbers:                Up to 12 delegates per session (usually)
    Cost:                   In-house training is charged at a daily rate of between
                            £850 and £1200 (plus Vat) per day depending on the
                            number of delegates and course content/design and
                            research required.
                            Individual delegate costs will be shown on the open
                            course advertisements.


    Course contact Tracy@createsolutions.co.uk Office Tel 0161 870 6637

Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
Modular Training Program
    One Day Courses
    •“All you need to know about Insurance in a day – Entry Level”
    •“All you need to know about Insurance in a day – Intermediate Level”
    •“All you need to know about Supervision in a day”
    •“Selling made effective – Winning and Keeping business”
    •“All you need to know about Risk Survey Skills in a day”
    •“All you need to know about Compliant Sales in a day”
    •“All you need to know about Fleet and Commercial Vehicle Insurance in a day”
    •“All you need to know about Motor Insurance in a day”


    Half-Day Workshops
    •“All you need to know about Communication and Motivation”
    •“All you need to know about Negotiating and Influencing”
    •“All you need to know about Coaching and Training your staff”
    •“All you need to know about Conducting Performance Reviews/Appraisals”


    Specialist Half-Day Compliance Workshops
    •“All you need to know about General Insurance Regulation”
    •“All you need to know about Monitoring your Compliance”
    •“Dealing with the top five Compliance risks your business faces”
    •“Learning the lessons from Enforcement”
    •“All you need to know about Financial Management”
    •“All you need to know about Corporate Governance and Planning”
    •“All you need to know about Treating Customers Fairly (TCF)”
    •“All you need to know about dealing with Conflicts of Interest”
    •“All you need to know about Handling Client Money”
    •“All you need to know about Training and Competency requirements”
    •“All you need to know about Handling Complaints”


     Course contact Tracy@createsolutions.co.uk Office Tel 0161 870 6637




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
One Day
              Training Courses




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about Insurance in a day”
    A One Day Introductory Course

    Aim of this course
    This course has been specially designed as an entry-level introductory course for new
    recruits into the Insurance Industry, or for those who simply have never had any formal
    insurance training.
    It is an interactive course, packed with plenty of practical case studies and team
    exercises and can easily be integrated into an Induction Programme for new staff. We
    like to simplify the complex and introduce insurance in a fun and exciting way. It is ideal
    for those who have had no formal training in this area or are new to the role. It may also
    act as a refresher course and help delegates build on their existing skills and knowledge
    plus this course helps compliment any in house training provided.
    The course outline is detailed below however we can tailor to meet the company and
    delegates objectives. Please discuss with us beforehand.


    The main topics covered during the day:
    • What is Insurance?
    • How, When, Where it came from?
    • What is Risk?
    • What is Underwriting?
    • The Principles of Insurance
    • Common types of Insurance
    • Market organisations
    • The Regulation of Insurance
    • Claims and Fraud
    • The Insurance game
    • What they don't tell you in the text books!




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about Insurance in a Day - Part 2”
   With a focus on Commercial & Household Insurance
   (including Claims Handling)
   A One Day Intermediate Level Course


    Aim of this course
    This course has been specially designed for those who are involved in handling
    Household and /or Commercial Insurance in an underwriting, broking or claims
    capacity. It is ideal for those who have attended our Introductory course “All You Need
    to Know about Insurance in a day” and who want to now take their knowledge and
    understanding to the next level.
    This course is an interactive and fun learning day and covers a lot of ground in one
    day. It looks at types of insurance cover in more detail and explains the terminology,
    broking, underwriting and claims processes surrounding Commercial and Household
    Policies. It is ideal for those who have had some basic level training or experience in
    this area. The course is designed to help delegates build on their existing skills and
    knowledge and will compliment any in house training provided.
    Delegates will gain a better understanding of the role of the parties involved and it will
    examine common claims issues and the problems that can arise and how to deal with
    them. During the day we look at the policy format structure and content of commercial
    and household policies.
    The course outline is detailed below however we can tailor to meet the company and
    delegates objectives. Please discuss with us beforehand.


    The main topics covered during the day:
    • Property Insurance - Household/Commercial/Liability - an overview.
    • The Underwriting Process – what happens? How the underwriter calculates risk and
      exposure, apply terms and calculates the premium
    • The structure and main features and cover of a household policy (Building and
      contents) and a Commercial Combined Policy (Including Liability and Business
      Interruption)
    • The Principles relating the Claims Handling – Indemnity, Utmost Good Faith,
      Subrogation, Contribution and Proximate Cause
    • The roles of parties involved in the claims handling process
    • A look at the most common claims including storm, fire, theft, subsidence, flood,
      burst pipes, alternative accommodation and how they are dealt with
    • How claims are settled
    • Looking after customers expectations (Treating Customers Fairly)
    • Handling Complaints
    • Insurance Regulation



Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about Supervision in a Day”
   A One Day Introductory Course



    Aim of this course
    This introductory course has been specially designed for businesses regulated by the
    FSA, to help supervisors and team leaders improve their effectiveness, their confidence
    and to help you run a more efficient business.
    This is a foundation module which is crucial to getting the best from the four specialist
    workshops. It is an interactive format and puts the spotlight on the leadership role your
    supervisors and team leaders have. How do they measure up? Are they really doing
    the job you want them to do – are they as effective as they need to be, or could we help
    them do better?
    The course also covers what the FSA are looking for to prove your firms has an
    effective supervision strategy. How staff are supervised is one of the FSA’s hot topics
    at present.
    Delegates will learn new skills as well as refresh existing skills, consider best practice,
    and learn how to put all this theory to good practical use.
    The course outline is detailed below however we can tailor to meet the company and
    delegates objectives. Please discuss with us beforehand.


    The main topics covered during the day:
    • What the FSA expect from Supervision
    • FSA Training and Competence Requirements
    • What makes a good supervisor?
    • The problems arising from poor supervision
    • Running a tight ship – eyes in the back of your head?
    • Handling Complaints and dealing with ‘difficult’ people
    • Conducting Appraisals/Performance Reviews
    • Motivating your staff
    • Coaching/ Training your staff – tips and techniques
    • Communication–verbal/body language /meetings/presentations
    • Getting the best out of your team




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“Selling made Effective”
      Winning and Keeping Business
      A One Day Introductory Course

      Aim of this course
      This course has been specially designed as an entry-level introductory course for
      new recruits into the Insurance Industry, or for those who simply have never had any
      formal sales training. It is equally beneficial to experienced sales professionals who
      feel they would benefit from updating and refreshing their existing sales techniques.
      We will examine the skills required to successfully win business, looking at various
      selling techniques and the vital importance of positive attitude and good
      communication skills in the sales process.
      We look at the principles of marketing and the main differences between marketing
      and sales. We will also look at why people buy and how to understand the differences
      between features and benefits. Finally, we look at the skills and techniques required
      to establish and maintain positive and long-lasting client relationships.
      This is an interactive course, designed for maximum delegate participation to assist
      with the learning process. It is a fun and practical way to explore, improve and
      practise the skills covered and should make an immediate impact on the delegate’s
      day-to-day activities.
      The course outline is detailed below however we can tailor to meet the company and
      delegates objectives. Please discuss with us beforehand.


      The main topics covered during the day:
      •Motivation
      •Marketing
      •The Buying Experience
      •Communication
      •Influencing styles
      •Sales Interview
      •Review
      •Quality Relationships




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about Risk Survey Skills”
      A One Day Intermediate Course

      Aim of this course


      This interactive course has been specially designed for those who are involved in
      conducting risk surveys, and those that are non-surveyors but need to have the
      Knowledge, Skills and Understanding of assessing and managing risks.
      It is ideal for those who have some experience in handling Commercial Insurance
      (including brokers/account handlers, underwriters and claim handlers). Delegates
      will learn new skills as well as refresh existing skills. The course will help them
      examine best practice, and learn how to put the theory into good practical use.
      They will gain a better overall understanding of the important role the surveyor
      plays in the underwriting and decision making processes.
      The course outline is detailed below however we can tailor to meet the company
      and delegates objectives. Please discuss with us beforehand.


      The main topics covered during the day:
      •What is the purpose and role of a Risk Survey
      •The benefits of a Risk Survey – to the Client, Broker and Insurer
      •The main features of a Risk Survey
      •Assessing the Risk – the Skills required by a Surveyor
      •The main features – The Property, Security, Liability, Business interruption
      •Specific features relating to Motor Fleet and Haulage risks
      •The Survey - How the Underwriter uses it to calculate risk and exposure, apply
      terms and calculate the premium
      •Managing the Risk –The Risk Management process
      •The options - a requirement or a recommendation
      •Improving the Risk and Keeping Control
      •What can go wrong and a look at some possible consequences?
      •Business Continuity Planning– What, Why and How?
      •Risk Presentations – what to do what not to do!
      •Review




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about Compliant Sales”
      A One Day Intermediate Course

      Aim of this course


      This interactive course has been specially designed for those who are involved in
      the sale of General Insurance products, whether over the telephone or in a face-to-
      face capacity.
      It is a practical and hands-on course, ideal for those with little or no experience in
      selling General Insurance products. The course is equally suitable for experienced
      sales and call centre staff to ensure they are fully aware of the regulatory
      requirements with regard to the sales process and that they are compliant with the
      regulatory requirements in their daily interactions with clients.
      The course will provide an overview of how to conduct a compliant sale and help
      increase delegates’ awareness of the risks of mis-selling and its consequences.
      We will explore what is regarded as best practice and what is essential from a
      regulatory perspective, to ensure customers are treated fairly and to avoid the
      pitfalls of mis-selling.
      The course outline is detailed below however we can tailor to meet the company
      and delegates objectives. Please discuss with us beforehand.


      The main topics covered during the day:
      •Making a Safe sale – what the FSA expect
      •The Insurance Conduct of Business Rules – What they are and how they affect
      you
      •New Business Sales, Mid Terms Adjustments and Renewal processes
      •The differences between sales to Retail and Commercial customers
      •Different methods of selling, e.g. telephone, face-to-face, internet etc
      •What is and isn’t advice and the risks of giving advice
      •How to make non-advised sales
      •The Sales script
      •The Importance of Policy summaries
      •Understanding Demands and Needs Statements
      •The sale of add-ons - understanding the requirements
      •The Sales process v Treating Customers Fairly
      •The pitfalls and lessons learned from FSA fines imposed on firms for mis-selling.




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“Fleet and Commercial Vehicle Insurance”
      A One Day Workshop for Case Handlers

      Aim of this course
      This hands-on workshop is interactive and practical. It includes case studies,
      examples, presentations and Questions & Answers.
      The aim of the workshop is to give delegates an in depth understanding of how the
      Commercial vehicle and Fleet market operates and how underwriters assess and
      calculate premiums for the different types of risk.
      Ideal for brokers, account executives, those dealing with commercial vehicle or
      fleet business/Insurance, this workshop is also very useful for underwriters and/or
      anyone working in this market who needs a practical update of their skills and
      knowledge in this important market.
      The course outline is detailed below however we can tailor to meet the company
      and delegates objectives. Please discuss with us beforehand.


      The main topics covered during the day:
      •Looking at Commercial Vehicle and Fleet Risks through the Underwriters’ eyes
      •Understanding how the underwriters arrive at a premium
      •Assessing the clients’ insurance requirements
      •Types of Fleet/CV cover and rating
      •Common rating factors
      •The Market
      •Understanding claims experience, Run Off and IBNR
      •Fleet Management
      •Trailers, containers, Special Types
      •Agricultural and Forest vehicle
      •Tool of Trade use
      •Contractual Liability
      •Loading/Unloading and Tipping
      •Legislation
      •Presenting the risk to the Insurer
      •Negotiating Terms – Broker v Insurer




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about Motor Vehicle
      Insurance in a day”
      A One Day Workshop

      Aim of this course
      This hands-on workshop is interactive, practical and fun. It includes case studies,
      examples, presentations and Questions & Answers.
      The aim of the workshop is to give delegates an introduction to Motor Vehicle
      Insurance. We look at the part motor insurance plays in everyday life, as well as
      how the motor insurance market operates. We examine example policy cover
      documents, scrutinise the terms and conditions and take a good look at the claims
      process, including claims handling companies, credit hire organisations, the Motor
      Insurance Bureau and the Motor Insurance Database.
      We touch on GAP Insurance and briefly look at the types of excess cover and the
      associated add-on policies (such as legal expenses and breakdown cover) and the
      potential pitfalls of mis-selling these products.
      Ideal for new-starters, this introductory course is suitable for brokers, underwriters,
      claims-handling staff, customer service personnel, account executives and
      administrative staff.
      The course outline is detailed below however we can tailor to meet the company
      and delegates objectives. Please discuss with us beforehand.


      The main topics covered during the day:
      •The Motor Insurance Market
      •The law relating to motor insurance – cover notes and certificates
      •Typical Policy structure and cover including Conditions, Exclusions, Warranties
      •How claims are dealt with, including third parties and injuries
      •MIB / MID /CUE
      •Sales Methods and Underwriting
      •The Ombudsman and Complaints




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
Half-Day
                             Workshops




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about Communication and
    Motivation”
    A Half-Day Workshop

    Aim of this course
    This course will provide an overview of staff motivation and why it is so important. We
    will look at the value of having a motivated team and how motivation can be improved.
    The course will also look at why good communication is so important; what constitutes
    effective communication and how to improve all types of communication within the
    work-place and in general day-to-day life.
    We also take a brief look at assertiveness, confidence and influencing skills.
    The course outline is detailed below however we can tailor to meet the company and
    delegates objectives. Please discuss with us beforehand.


    The main topics covered during the day:
    •What motivates you and others?
    •Signs of motivation and de-motivation
    •Value of motivation to the team/individual and to the company
    •Tips for improving motivation
    •Why good communication is important
    •Methods of communication (verbal/non-verbal/written)
    •Body language
    •Active listening
    •Open and closed questions
    •Barriers to listening
    •The power of silence
    •Dealing with difficult people
    •Assertiveness




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about Negotiating and
    Influencing”
    A Half-Day Workshop

    Aim of this course
    This course will explain and demonstrate what is meant by negotiation. We will
    describe and examine the stages of the negotiation process, uncovering the tactics
    and behaviours used during a negotiations.
    We will also look at why it is beneficial to be able to successfully influence others and
    what it means to influence others. We will examine the importance of effective
    communication and look at the difference between assertive and aggressive
    behaviour . Practical sessions will help to formulate strategies for dealing with difficult
    people both at work and in your personal life.
    The course outline is detailed below however we can tailor to meet the company and
    delegates objectives. Please discuss with us beforehand.


    The main topics covered during the day:
    •What is negotiation and why is it important?
    •Planning and preparing for negotiations
    •How to structure negotiations
    •Negotiating styles and tactics
    •Achieving a win-win outcome
    •How to close your negotiations
    •The benefits of being able to influence others
    •The difference between assertive and aggressive behaviour
    •The importance of good communication
    •Creating the right first impression
    •Strategies for dealing with difficult people




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about Coaching and Training
    your staff”
    A Half-Day Workshop




    Aim of this course
    This course will provide an overview of staff motivation and why it is so important.
    We will look at the value of having a motivated team and how motivation can be
    improved.
    The course will also look at why good communication is so important; what
    constitutes effective communication and how to improve all types of communication
    within the work-place and in general day-to-day life.
    We also take a brief look at assertiveness, confidence and influencing skills.
    The course outline is detailed below however we can tailor to meet the company
    and delegates objectives. Please discuss with us beforehand.


    The main topics covered during the day:
    •The difference between coaching and training
    •Skills required to be a good coach
    •When to coach
    •Learning styles
    •Personality profiles
    •Barriers to learning and how to overcome them
    •Getting people back on track following poor performance
    •Dealing with difficult staff members
    •Skills required to train your staff
    •Preparation of a training plan
    •Delivering training – one-to-one or for the whole team
    •Recording and evaluating training




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about conducting
      Performance Reviews/Appraisals”
      A Half-Day Workshop

      Aim of this course
      This course will look at what constitutes a performance review and why reviews are
      important.
      We will examine the skills required to conduct a successful review and how to
      prepare for and structure the review itself.
      We look at various tips and techniques for giving feedback and praise as well as
      strategies to help with the uncomfortable task of handling difficult people and
      situations. It is vital to fully understand the requirement for good communication in
      this context.
      The course outline is detailed below however we can tailor to meet the company and
      delegates objectives. Please discuss with us beforehand.


      The main topics covered during the day:
      •What is a performance review?
      •Skills required to conduct a successful review
      •Preparing for the review
      •Performance review structure
      •Do’s and Don’ts
      •Handling difficult people
      •Handling difficult situations
      •Getting S.M.A.R.T
      •Giving feedback and praise
      •Communication skills
      •Tips and techniques




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
Specialist
                            Half-Day
                           Compliance
                           Workshops




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about General Insurance
      Regulation”
      A Specialist Half-Day Workshop

      Aim of this course
      This introductory workshop is ideal for new starters in the General Insurance
      Industry. It will help delegates to understand how the FSA regulates the general
      insurance Industry and what this means for them.
      We look briefly at the main areas of regulation, how this is policed and enforced
      and we also look what action the FSA can take if and when things go wrong.
      Delegates will gain a good overall understanding of the regulatory processes and
      the importance of understanding and adhering to the rules within the business.
      The course outline is detailed below however we can tailor to meet the company
      and delegates objectives. Please discuss with us beforehand.


      The main topics covered during the day:
      •About the FSA and how the industry is regulated at present
      •The future of regulation including the Consumers Protection and Markets Authority
      •The main areas and responsibilities of a firm and what this means for you
      •How do the FSA know what you are doing?
      •Training and Competency – what the FSA expects to see
      •Handling Complaints
      •TCF – how and why it applies and what the FSA would expect to see?
      •Conflicts of interest – what are they?
      •Data Protection
      •Financial Crime
      •FSA Fines – what can go wrong




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about Compliance”
   A Specialist Half-Day Workshop

    Aim of this course


    This workshop has been designed for compliance officers, supervisors, managers,
    approved persons and senior managers or directors. We look at the importance of
    the role of the Compliance Officer / Department within a regulated firm and cover
    the basics of compliance, how to monitor it and why it is so important to get it right.
    The workshop will help improve the understanding and skill of those dealing with
    regulatory compliance and will also look at some practical examples of compliance
    problems and how to solve them.
    The course outline is detailed below however we can tailor to meet the company
    and delegates objectives. Please discuss with us beforehand.


    The main topics covered during the day:
    •Regulation – a look at how regulated at present and what’s to come in the future?
    •The future – Financial Education Body/ Prudential regulation/Financial Crime
    •The future – Consumer Protection and Markets Authority .
    •What does a compliant business look like?
    •Compliance Documentation – IDD/TOBA/Policy Summaries
    •Sub-broking agreements including Risk Transfer
    •Compliance Planning
    •Compliance Monitoring
    •Management Information
    •Breaches and reporting
    •Keeping records
    •FSA Arrow Visits – what to expect




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“Learning the Lessons from Enforcement”
      A Specialist Half-Day Workshop

      Aim of this course
      Knowing what the FSA is up to is not easy. Since 2004 the amounts of fines fell
      every year - as did the number of enforcement actions. Following the departure of
      John Tiner and the collapse of Northern Rock everything went into reverse. By the
      end 2008 the FSA had given up its attempts to persuade, and TCF became an
      enforcement issue. Since then, the FSA have decided to get even tougher – and
      not just with the Banks
      The objective of this course is to show the reasons why the fines and banning
      orders were imposed and what the common breaches were. It will also enable
      companies to make a proper assessment of their regulatory risk.
      In particular we will warn you what is currently on the FSA’s radar, and how to
      protect yourself if they knock on your door.
      This interactive course has been specially designed for those in a managerial or
      supervisory position as well as those involved in dealing with regulatory paperwork
      on a day-to-day basis.
      The course outline is detailed below however we can tailor to meet the company
      and delegates objectives. Please discuss with us beforehand.


      The main topics covered during the day:
      •What is happening at the FSA
      •What the future holds – how the industry will be regulated in the future
      •The Consumer Protection and Markets Authority
      •The serious mistakes some companies have made
      •How the FSA enforces its rules
      •The most serious breaches
      •The most frequent breaches
      •How breaches were discovered
      •Understanding Regulatory Risk
      •Reporting Breaches
      •Enforcement action
      •The lessons we can learn




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about Corporate
   Governance and Planning”
   A Specialist Half-Day Workshop


    Aim of this course


    This workshop has been designed for supervisors, managers, approved persons
    and senior managers or directors. It will help delegates to understand the firm’s
    responsibilities under the regulatory system and how business owners and
    approved persons are personally responsible for making sure their business is
    compliant.
    Gaining a thorough overview of the important areas of regulation that need
    overseeing will help delegates manage more confidently in their day-to-day
    dealings with the FSA and their staff.
    The course outline is detailed below however we can tailor to meet the company
    and delegates objectives. Please discuss with us beforehand.


    The main topics covered during the day:
    •The Regulatory System and Your Responsibilities
    •Systems and Controls
    •Financial Management
    •Treating Customers Fairly (TCF)
    •Sales – Commercial and Retail
    •Claims Handling
    •Training & Competency and Supervision
    •Complaints Handling
    •Regulatory Reporting
    •Managing Business partners
    •Financial Crime
    •What this means for Directors and Approved Persons




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“Treating Customers Fairly (TCF)”
      A Specialist Half-Day Workshop

      Aim of this course
      This workshop has been specially designed to help delegates understand the
      FSA’s approach to Treating Customers Fairly and how this applies to their
      business.
      Ideal for senior managers, directors, brokers, approved persons, claims staff,
      supervisors and compliance officers, this is a practical and interactive workshop
      that aims to give delegates a clear, simple and comprehensive understanding of
      what is meant by Treating Customers Fairly, what they need to do to meet FSA
      expectations and deadlines and what are the consequences of not doing so.
      At the end of the course delegates will know how to move forward and progress,
      implement and embed TCF within their organisation and will be confident that they
      will be able to satisfy the FSA.
      The course outline is detailed below however we can tailor to meet the company
      and delegates objectives. Please discuss with us beforehand.


      The main topics covered during the day:
      •What is meant by Treating Customers Fairly
      •Corporate culture and responsibility
      •The six required outcomes
      •The TCF Gap Analysis and Action Plan – Why? What ? How?
      •Management Information - What the regulator would expect to see
      •Simple actions you can take now
      •What the FSA are likely to expect with regards to TCF during an Arrow or theme
      visit
      •The 6 point action plan to help you protect your business from not meeting the
      TCF Principle




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“Dealing with Conflicts of Interest”
      A Specialist Half-Day Workshop

      Aim of this course

      Managing Conflicts of interest is an integral part of Principle Based Regulation.
      Insurance Broking involves the automatic conflict between firm, insurer and client
      and the FSA require all companies to have affective strategies in place to handle
      and mitigate these.
      The course is suitable for Senior Managers, Directors, Brokers, Approved Persons,
      Supervisors and Compliance Officers working in General Insurance.
      At the end of the course delegates will have a clear, simple and comprehensive
      understanding of what is meant by Conflicts of Interest, how it applies to your firm
      and what action you need to take.
      The course outline is detailed below however we can tailor to meet the company
      and delegates objectives. Please discuss with us beforehand.


      The main topics covered during the day:
      •What are conflicts of interest?
      •How to recognise them
      •Methods of mitigation
      •Producing your Conflicts of Interest Policy
      •Training your staff and informing them of what to look out for and what to do
      •Case studies
      •What the FSA are likely to expect with regards to Conflicts of Interest during an
      Arrow or theme visit




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about handling client
      money”
      A Specialist Half-Day Workshop

      Aim of this course
      The aim of the workshop is to provide delegates with an overview and
      understanding of the FSA’s client money rules with reference to the CASS rule
      sourcebook and how it applies to their firm.
      It is a practical workshop ideal for accounts staff, supervisors, directors, senior
      management, approved persons, compliance officers and all those working in
      general insurance with a regulatory responsibility.
      We focus on what the FSA are looking for when they look at firms handling client
      money and how to ensure your firm’s policies and procedures for this critical area
      are robust enough to withstand an FSA visit. The course will help delegates
      identify and understand best practice, and will help show them how to put the
      theory to good practical use.
      The course outline is detailed below however we can tailor to meet the company
      and delegates objectives. Please discuss with us beforehand.


      The main topics covered during the day:
      •An overview of the FSA Client money rules
      •The key and popular points you need to know.
      •The pitfalls
      •The Hot topics
      •The FSA’s radar – what to look out for
      •The FSA’s intentions
      •What they will test you for if you receive a visit
      •What sort of questions do the FSA ask?
      •What you need to do to implement and safeguard your Client money procedures.




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about the training and
      competency requirements”
      A Specialist Half-Day Workshop

      Aim of this course
      The aim of this workshop is to give delegates simple , practical assistance to help
      with meeting the FSA requirements for the training and competence of their staff.
      The workshop is designed for Brokers/Managers/ Supervisors/Team Leaders and
      all those responsible for the Training and competence of staff. We look at the FSA
      rules and how firms are responsible for ensuring that all staff are fully competent to
      do their job, particularly when staff are customer facing or their role has a direct
      bearing on how customers are treated.
      We explore the need for businesses to demonstrate that staff can do their jobs,
      that they have sufficient knowledge and skill to carry out the tasks entrusted to
      them. This includes knowledge of internal systems, legislation, regulation,
      products and procedures, and so on.
      Delegates will learn how to put procedures in place to monitor competence, and
      ensure that staff remain competent, especially in areas as technical and product
      knowledge, legislation and regulation. We look at how to conduct regular checks
      (to make sure sales are made correctly, for example) and the importance of
      keeping evidence of this.
      We translate the rules into Plain English and we aim to make this course practical
      so that the learning can be transferred back to the workplace
      The course outline is detailed below however we can tailor to meet the company
      and delegates objectives. Please discuss with us beforehand.


      The main topics covered during the day:
      •FSA Rules for Training and Competency of staff
      •What you should – and need – to have in place
      •Understanding competency
      •Assessing competency of staff
      •Supervision requirements
      •Designing and delivering training and making sure it is relevant
      •Evaluating training
      •Record-keeping
      •Continuous Professional Development
      •What can happen if you don’t ensure your staff are competent – learning the
      lessons from FSA enforcement due to lack of or insufficient training




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
“All you need to know about Handling
      Complaints”
      A Specialist Half-Day Workshop

      Aim of this course
       This interactive course has been specially designed for those who are involved in
      handling complaints. We cover the written procedures you must have in place,
      responsibility for complaints within your company, the timescales involved and the
      consequences of not dealing with complaints properly.
      We look briefly at the importance of TCF in your business and how this relates to
      complaints and we also examine the role of the Financial Ombudsman Service
      (FOS).
      It is ideal for those who have some experience in handling complaints (including
      brokers/account handlers, underwriters and claim handlers). Delegates will learn
      new skills as well as refresh existing skills. The course will help them examine
      best practice, and equip them with practical and relevant skills they can put to use.
      They will gain a better overall understanding of the complaints handling process
      and the importance of managing this process well within the business.
      The course outline is detailed below however we can tailor to meet the company
      and delegates objectives. Please discuss with us beforehand.


      The main topics covered during the day:
      •The definition of a complaint
      •What are the timescales involved?
      •What are the consequences of not dealing with complaints properly?
      •Who is responsible for complaints within your firm?
      •A look a your written procedures – what they should include?
      •FOS – Who are they and what do they do?
      •TCF – what is the importance of TCF in the complaints handling process?
      •Best Practise including conducting a Root Cause Analysis




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”
Some Feedback from previous
     Training Courses...

    • “lively course”
    • “found it useful, have learned a lot today”
    • “first course I haven’t nearly fallen asleep on”
    • “interesting and well presented”
    • “very interesting and kept busy and amused!”
    • “I found it very useful and feel it has given me a platform
      to improve on the skills learned today”
    • “very informative”
    • “well-presented – everyone on the course made
      contributions, which can sometimes be difficult to get out
      of a group”
    • “very informative/useful – thank you Bill and Karen!”
    • “helped me with my day-to-day role and gave useful info
      to progress myself”
    • “Bill and Karen put us all at ease very quickly. Felt
      comfortable throughout the day and will take a lot away
      with me. Thank you!”
    • “very useful and informative. Information you can
      actually put into practice within your role”
    • “very helpful and interesting”
    • “questions and examples were helpful”
    • “I liked the interaction between attendees and learned a
      lot from them too!”
    • “great course!”




Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR
               Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616
          “The Specialist Training and Compliance Company for the General insurance Industry”

Contenu connexe

Tendances

Salary guide and career path of a safety professional
Salary guide and career path of a safety professionalSalary guide and career path of a safety professional
Salary guide and career path of a safety professionalRaj Singh (Open Networker)
 
Working for Capgemini Financial Services_2015
Working for Capgemini Financial Services_2015Working for Capgemini Financial Services_2015
Working for Capgemini Financial Services_2015Vaishali Saxena
 
HCD_STP_Handbook_for_Uni
HCD_STP_Handbook_for_UniHCD_STP_Handbook_for_Uni
HCD_STP_Handbook_for_UniCho Kai Siang
 
Eva backstam k2 search
Eva backstam k2 searchEva backstam k2 search
Eva backstam k2 searchMentLife
 
IPS Group work for us presentation
IPS Group work for us presentationIPS Group work for us presentation
IPS Group work for us presentationIPSGroupUK
 
Isc Presentation
Isc PresentationIsc Presentation
Isc PresentationISC
 
Futureorgs credentials
Futureorgs credentialsFutureorgs credentials
Futureorgs credentialsFutureorgs
 
Skills Edge induction
Skills Edge inductionSkills Edge induction
Skills Edge inductionLiam Atkins
 
i360 Franchise overview december 2010
i360 Franchise overview   december 2010i360 Franchise overview   december 2010
i360 Franchise overview december 2010Sonia Nagpal
 
Konekt brochure
Konekt brochure Konekt brochure
Konekt brochure Mindy Laird
 

Tendances (15)

Salary guide and career path of a safety professional
Salary guide and career path of a safety professionalSalary guide and career path of a safety professional
Salary guide and career path of a safety professional
 
Jobs
JobsJobs
Jobs
 
Working for Capgemini Financial Services_2015
Working for Capgemini Financial Services_2015Working for Capgemini Financial Services_2015
Working for Capgemini Financial Services_2015
 
HCD_STP_Handbook_for_Uni
HCD_STP_Handbook_for_UniHCD_STP_Handbook_for_Uni
HCD_STP_Handbook_for_Uni
 
Eva backstam k2 search
Eva backstam k2 searchEva backstam k2 search
Eva backstam k2 search
 
IPS Group work for us presentation
IPS Group work for us presentationIPS Group work for us presentation
IPS Group work for us presentation
 
Isc Presentation
Isc PresentationIsc Presentation
Isc Presentation
 
SES South Africa 2018
SES South Africa 2018 SES South Africa 2018
SES South Africa 2018
 
SBWA guide
SBWA guideSBWA guide
SBWA guide
 
Futureorgs credentials
Futureorgs credentialsFutureorgs credentials
Futureorgs credentials
 
L&D Directory - High res
L&D Directory - High resL&D Directory - High res
L&D Directory - High res
 
Skills Edge induction
Skills Edge inductionSkills Edge induction
Skills Edge induction
 
i360 Franchise overview december 2010
i360 Franchise overview   december 2010i360 Franchise overview   december 2010
i360 Franchise overview december 2010
 
Konekt brochure
Konekt brochure Konekt brochure
Konekt brochure
 
Study of Finance in Taj
Study of Finance in Taj Study of Finance in Taj
Study of Finance in Taj
 

En vedette

Dipendenza da Facebook
Dipendenza da FacebookDipendenza da Facebook
Dipendenza da Facebookandreadigrazia
 
CoderDojo - Scratch 4 Arduino
CoderDojo - Scratch 4 ArduinoCoderDojo - Scratch 4 Arduino
CoderDojo - Scratch 4 ArduinoMirco Piccin
 
Nuovi modelli di giornalismo on line
Nuovi modelli di giornalismo on lineNuovi modelli di giornalismo on line
Nuovi modelli di giornalismo on lineDavide Bennato
 
Adolescenti, rete, social network. Questioni educative
Adolescenti, rete, social  network. Questioni educativeAdolescenti, rete, social  network. Questioni educative
Adolescenti, rete, social network. Questioni educativeCaterina Policaro
 
I pericoli della rete
I pericoli della reteI pericoli della rete
I pericoli della reteMaria Sgrò
 
I social network nell'educazione
I social network nell'educazione I social network nell'educazione
I social network nell'educazione Maria Ranieri
 

En vedette (8)

Dipendenza da Facebook
Dipendenza da FacebookDipendenza da Facebook
Dipendenza da Facebook
 
Le insidie del social network
Le insidie del social networkLe insidie del social network
Le insidie del social network
 
CoderDojo - Scratch 4 Arduino
CoderDojo - Scratch 4 ArduinoCoderDojo - Scratch 4 Arduino
CoderDojo - Scratch 4 Arduino
 
Nuovi modelli di giornalismo on line
Nuovi modelli di giornalismo on lineNuovi modelli di giornalismo on line
Nuovi modelli di giornalismo on line
 
Adolescenti, rete, social network. Questioni educative
Adolescenti, rete, social  network. Questioni educativeAdolescenti, rete, social  network. Questioni educative
Adolescenti, rete, social network. Questioni educative
 
I pericoli della rete
I pericoli della reteI pericoli della rete
I pericoli della rete
 
Marketing degli eventi
Marketing degli eventiMarketing degli eventi
Marketing degli eventi
 
I social network nell'educazione
I social network nell'educazione I social network nell'educazione
I social network nell'educazione
 

Similaire à Create Solutions Training Portfolio 2010

LDR Squared Prospectus_2015
LDR Squared Prospectus_2015LDR Squared Prospectus_2015
LDR Squared Prospectus_2015Stuart Smith
 
DAG December 2010 Newsletter V2
DAG December 2010 Newsletter V2DAG December 2010 Newsletter V2
DAG December 2010 Newsletter V2patlipovski
 
SDS training Training, recruitment and consultancy
SDS training Training, recruitment and consultancySDS training Training, recruitment and consultancy
SDS training Training, recruitment and consultancySDS training
 
Develop-meant with Always Consult Ltd
Develop-meant with Always Consult LtdDevelop-meant with Always Consult Ltd
Develop-meant with Always Consult LtdAdrian Pitt
 
PwC's Academy Middle East
PwC's Academy Middle EastPwC's Academy Middle East
PwC's Academy Middle EastHamza Zafar
 
2015 Company Profile
2015 Company Profile2015 Company Profile
2015 Company ProfileEsme K
 
Industry Development brochure
Industry Development brochureIndustry Development brochure
Industry Development brochureCareersAus
 
Oyster Consultants
Oyster ConsultantsOyster Consultants
Oyster ConsultantsSimonBriggs
 
Nicholas Associates Group Overview
Nicholas Associates Group OverviewNicholas Associates Group Overview
Nicholas Associates Group OverviewMatt Wainwright FIRP
 
Pathway2work - Work Programme in Birmingham and Walsall
Pathway2work - Work Programme in Birmingham and Walsall Pathway2work - Work Programme in Birmingham and Walsall
Pathway2work - Work Programme in Birmingham and Walsall The Pathway Group
 
Skillers company profile-new
Skillers company profile-newSkillers company profile-new
Skillers company profile-newSkillers MMC
 
Executive Solutions Brochure 2017
Executive Solutions Brochure 2017Executive Solutions Brochure 2017
Executive Solutions Brochure 2017James Watfa
 
N/A
N/AN/A
N/AS H
 
TPS COMPANY PROFILE : INDIA
TPS COMPANY PROFILE : INDIATPS COMPANY PROFILE : INDIA
TPS COMPANY PROFILE : INDIARavinder Bhan
 

Similaire à Create Solutions Training Portfolio 2010 (20)

LDR Squared Prospectus_2015
LDR Squared Prospectus_2015LDR Squared Prospectus_2015
LDR Squared Prospectus_2015
 
DAG December 2010 Newsletter V2
DAG December 2010 Newsletter V2DAG December 2010 Newsletter V2
DAG December 2010 Newsletter V2
 
SDS training Training, recruitment and consultancy
SDS training Training, recruitment and consultancySDS training Training, recruitment and consultancy
SDS training Training, recruitment and consultancy
 
Develop-meant with Always Consult Ltd
Develop-meant with Always Consult LtdDevelop-meant with Always Consult Ltd
Develop-meant with Always Consult Ltd
 
PwC's Academy Middle East
PwC's Academy Middle EastPwC's Academy Middle East
PwC's Academy Middle East
 
Service 2015
Service 2015Service 2015
Service 2015
 
Group Brochure
Group BrochureGroup Brochure
Group Brochure
 
2015 Company Profile
2015 Company Profile2015 Company Profile
2015 Company Profile
 
Industry Development brochure
Industry Development brochureIndustry Development brochure
Industry Development brochure
 
Oyster Consultants
Oyster ConsultantsOyster Consultants
Oyster Consultants
 
Nicholas Associates Group Overview
Nicholas Associates Group OverviewNicholas Associates Group Overview
Nicholas Associates Group Overview
 
A4 Brochure EMAIL
A4 Brochure EMAILA4 Brochure EMAIL
A4 Brochure EMAIL
 
Scottish Letting Day 2023 - President's 2 sessions
Scottish Letting Day 2023 - President's 2 sessionsScottish Letting Day 2023 - President's 2 sessions
Scottish Letting Day 2023 - President's 2 sessions
 
Pathway2work - Work Programme in Birmingham and Walsall
Pathway2work - Work Programme in Birmingham and Walsall Pathway2work - Work Programme in Birmingham and Walsall
Pathway2work - Work Programme in Birmingham and Walsall
 
Skillers company profile-new
Skillers company profile-newSkillers company profile-new
Skillers company profile-new
 
Client Brochure
Client BrochureClient Brochure
Client Brochure
 
DDVskills
DDVskillsDDVskills
DDVskills
 
Executive Solutions Brochure 2017
Executive Solutions Brochure 2017Executive Solutions Brochure 2017
Executive Solutions Brochure 2017
 
N/A
N/AN/A
N/A
 
TPS COMPANY PROFILE : INDIA
TPS COMPANY PROFILE : INDIATPS COMPANY PROFILE : INDIA
TPS COMPANY PROFILE : INDIA
 

Create Solutions Training Portfolio 2010

  • 1. Training Courses and Specialist Workshops for the General Insurance Industry 2010 Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 2. Who We Are Create Solutions Ltd was formed in 2002 to help prepare General Insurance Brokers for FSA regulation and to help them train their staff. Since then we have helped hundreds of firms apply for authorisation, set up systems and procedures, prepare for FSA visits, monitor their compliance and help them stay on track. We provide a bespoke service to a wide range of clients and tailor our support to each client, ensuring a professional service which is specifically designed to support each client’s individual requirements We are the Specialist Compliance and Training Company for the General insurance Industry. Our office is based in the Manchester area and work throughout the UK, supported by a nationwide network of professionally qualified trainers and experts providing consultancy, regulatory support and also training. We are members of the Association of Professional Compliance Consultants, and the Directors are council members of the Insurance Institute of Manchester. The key members of our team: Mike Cranny FCII Karen Cartridge Dip CII Malcolm Williams FCII Roy Rodger FCII Tracy Norton BA (Hons) Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 3. What you should know about our courses: • We have straight-talking tutors – ones that you can understand and relate to. • All of our tutors have specialist knowledge in their subject areas. • Our courses are memorable as well as being informative. We like to make them participative (after all, 90% of what we remember is influenced by what we say and do). • Our courses are stimulating and fun (Yes! Learning about insurance can be fun!) • Our courses range for the basic level to advanced technical. • We do not offer standard ‘off the shelf’ training courses that many companies provide – ours are different. We recognise that all companies are different and that each company has different needs. • We work with our clients to thoroughly understand their needs and to deliver exactly what is required, enabling your business to get the best return on your investment. • We always discuss your objectives and requirements with you before finalising any training programmes and we are happy to tailor any of our courses to suit your needs. • BUT most of all, our courses are CREATIVE. They are created and designed to deliver quality training material in an enjoyable format. After attending one of our courses, you will be hungry for more... We promise! Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 4. Why work with us? We have professional, long-term relationships with our existing clients and have always provided unique and creative bespoke solutions to their compliance and training requirements. The team at Create Solutions have a combined experience of over 100 years in the Insurance Industry. Karen is currently Deputy President of the Manchester Insurance Institute. Mike is currently a Council Member at the CII and is a past President of the Manchester Insurance Institute. Our view is that no two clients have the same requirements when it comes to compliance and training and so we always tailor our services to meet their individual requirements. What we suggest: We wouldn’t expect you to consider dealing with us without first meeting us. We would also like to meet you and obviously any meeting is at no cost to you and without obligation. We would then be in a position to give you a firm quote for a bespoke training package which fully takes into account the needs and requirements of your company. How we differ from other General Insurance Training Companies: Everything we do is bespoke and the Directors are very involved in the business. All of our staff have an insurance background – even the part time staff – and all of our consultants are professionally qualified. We are considered expert even by our competitors and can supply references from clients on request. Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 5. Pick ‘n’ Mix! The modular format of our training proposition is designed to allow you to pick and choose the modules relevant to your business in order to put together a training programme which suits your particular requirements. Courses and workshops can be purchased on an individual basis - or combined to produce a full structured in-house training programme. Modules can be swapped and changed to suit your needs and additional modules can be added. All existing modules can be amended to include specific topics that you wish to cover or the content can be tailored to suit your business needs. We work with a number of professional trainers with specialist knowledge in various subject areas, allowing us to create and run bespoke training programmes for those of our clients who require training and/or workshops in subjects which are not covered in this portfolio. As our training is charged out on a daily rate, we try to combine two short courses into one day, where possible, to minimise the cost to you. Obviously this depends on the complexity of the subject and your requirements. If you do not see what you require here in this portfolio, please contact us. We can deliver any general Insurance technical training course – at any level – in any format you require. For further information or if you have any questions, please contact the office on 0161 870 6637 or by email: tracy@createsolutions.co.uk Methods used: Interactive sessions using discussions, case studies and practice sessions Numbers: Up to 12 delegates per session (usually) Cost: In-house training is charged at a daily rate of between £850 and £1200 (plus Vat) per day depending on the number of delegates and course content/design and research required. Individual delegate costs will be shown on the open course advertisements. Course contact Tracy@createsolutions.co.uk Office Tel 0161 870 6637 Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 6. Modular Training Program One Day Courses •“All you need to know about Insurance in a day – Entry Level” •“All you need to know about Insurance in a day – Intermediate Level” •“All you need to know about Supervision in a day” •“Selling made effective – Winning and Keeping business” •“All you need to know about Risk Survey Skills in a day” •“All you need to know about Compliant Sales in a day” •“All you need to know about Fleet and Commercial Vehicle Insurance in a day” •“All you need to know about Motor Insurance in a day” Half-Day Workshops •“All you need to know about Communication and Motivation” •“All you need to know about Negotiating and Influencing” •“All you need to know about Coaching and Training your staff” •“All you need to know about Conducting Performance Reviews/Appraisals” Specialist Half-Day Compliance Workshops •“All you need to know about General Insurance Regulation” •“All you need to know about Monitoring your Compliance” •“Dealing with the top five Compliance risks your business faces” •“Learning the lessons from Enforcement” •“All you need to know about Financial Management” •“All you need to know about Corporate Governance and Planning” •“All you need to know about Treating Customers Fairly (TCF)” •“All you need to know about dealing with Conflicts of Interest” •“All you need to know about Handling Client Money” •“All you need to know about Training and Competency requirements” •“All you need to know about Handling Complaints” Course contact Tracy@createsolutions.co.uk Office Tel 0161 870 6637 Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 7. One Day Training Courses Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 8. “All you need to know about Insurance in a day” A One Day Introductory Course Aim of this course This course has been specially designed as an entry-level introductory course for new recruits into the Insurance Industry, or for those who simply have never had any formal insurance training. It is an interactive course, packed with plenty of practical case studies and team exercises and can easily be integrated into an Induction Programme for new staff. We like to simplify the complex and introduce insurance in a fun and exciting way. It is ideal for those who have had no formal training in this area or are new to the role. It may also act as a refresher course and help delegates build on their existing skills and knowledge plus this course helps compliment any in house training provided. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: • What is Insurance? • How, When, Where it came from? • What is Risk? • What is Underwriting? • The Principles of Insurance • Common types of Insurance • Market organisations • The Regulation of Insurance • Claims and Fraud • The Insurance game • What they don't tell you in the text books! Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 9. “All you need to know about Insurance in a Day - Part 2” With a focus on Commercial & Household Insurance (including Claims Handling) A One Day Intermediate Level Course Aim of this course This course has been specially designed for those who are involved in handling Household and /or Commercial Insurance in an underwriting, broking or claims capacity. It is ideal for those who have attended our Introductory course “All You Need to Know about Insurance in a day” and who want to now take their knowledge and understanding to the next level. This course is an interactive and fun learning day and covers a lot of ground in one day. It looks at types of insurance cover in more detail and explains the terminology, broking, underwriting and claims processes surrounding Commercial and Household Policies. It is ideal for those who have had some basic level training or experience in this area. The course is designed to help delegates build on their existing skills and knowledge and will compliment any in house training provided. Delegates will gain a better understanding of the role of the parties involved and it will examine common claims issues and the problems that can arise and how to deal with them. During the day we look at the policy format structure and content of commercial and household policies. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: • Property Insurance - Household/Commercial/Liability - an overview. • The Underwriting Process – what happens? How the underwriter calculates risk and exposure, apply terms and calculates the premium • The structure and main features and cover of a household policy (Building and contents) and a Commercial Combined Policy (Including Liability and Business Interruption) • The Principles relating the Claims Handling – Indemnity, Utmost Good Faith, Subrogation, Contribution and Proximate Cause • The roles of parties involved in the claims handling process • A look at the most common claims including storm, fire, theft, subsidence, flood, burst pipes, alternative accommodation and how they are dealt with • How claims are settled • Looking after customers expectations (Treating Customers Fairly) • Handling Complaints • Insurance Regulation Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 10. “All you need to know about Supervision in a Day” A One Day Introductory Course Aim of this course This introductory course has been specially designed for businesses regulated by the FSA, to help supervisors and team leaders improve their effectiveness, their confidence and to help you run a more efficient business. This is a foundation module which is crucial to getting the best from the four specialist workshops. It is an interactive format and puts the spotlight on the leadership role your supervisors and team leaders have. How do they measure up? Are they really doing the job you want them to do – are they as effective as they need to be, or could we help them do better? The course also covers what the FSA are looking for to prove your firms has an effective supervision strategy. How staff are supervised is one of the FSA’s hot topics at present. Delegates will learn new skills as well as refresh existing skills, consider best practice, and learn how to put all this theory to good practical use. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: • What the FSA expect from Supervision • FSA Training and Competence Requirements • What makes a good supervisor? • The problems arising from poor supervision • Running a tight ship – eyes in the back of your head? • Handling Complaints and dealing with ‘difficult’ people • Conducting Appraisals/Performance Reviews • Motivating your staff • Coaching/ Training your staff – tips and techniques • Communication–verbal/body language /meetings/presentations • Getting the best out of your team Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 11. “Selling made Effective” Winning and Keeping Business A One Day Introductory Course Aim of this course This course has been specially designed as an entry-level introductory course for new recruits into the Insurance Industry, or for those who simply have never had any formal sales training. It is equally beneficial to experienced sales professionals who feel they would benefit from updating and refreshing their existing sales techniques. We will examine the skills required to successfully win business, looking at various selling techniques and the vital importance of positive attitude and good communication skills in the sales process. We look at the principles of marketing and the main differences between marketing and sales. We will also look at why people buy and how to understand the differences between features and benefits. Finally, we look at the skills and techniques required to establish and maintain positive and long-lasting client relationships. This is an interactive course, designed for maximum delegate participation to assist with the learning process. It is a fun and practical way to explore, improve and practise the skills covered and should make an immediate impact on the delegate’s day-to-day activities. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •Motivation •Marketing •The Buying Experience •Communication •Influencing styles •Sales Interview •Review •Quality Relationships Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 12. “All you need to know about Risk Survey Skills” A One Day Intermediate Course Aim of this course This interactive course has been specially designed for those who are involved in conducting risk surveys, and those that are non-surveyors but need to have the Knowledge, Skills and Understanding of assessing and managing risks. It is ideal for those who have some experience in handling Commercial Insurance (including brokers/account handlers, underwriters and claim handlers). Delegates will learn new skills as well as refresh existing skills. The course will help them examine best practice, and learn how to put the theory into good practical use. They will gain a better overall understanding of the important role the surveyor plays in the underwriting and decision making processes. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •What is the purpose and role of a Risk Survey •The benefits of a Risk Survey – to the Client, Broker and Insurer •The main features of a Risk Survey •Assessing the Risk – the Skills required by a Surveyor •The main features – The Property, Security, Liability, Business interruption •Specific features relating to Motor Fleet and Haulage risks •The Survey - How the Underwriter uses it to calculate risk and exposure, apply terms and calculate the premium •Managing the Risk –The Risk Management process •The options - a requirement or a recommendation •Improving the Risk and Keeping Control •What can go wrong and a look at some possible consequences? •Business Continuity Planning– What, Why and How? •Risk Presentations – what to do what not to do! •Review Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 13. “All you need to know about Compliant Sales” A One Day Intermediate Course Aim of this course This interactive course has been specially designed for those who are involved in the sale of General Insurance products, whether over the telephone or in a face-to- face capacity. It is a practical and hands-on course, ideal for those with little or no experience in selling General Insurance products. The course is equally suitable for experienced sales and call centre staff to ensure they are fully aware of the regulatory requirements with regard to the sales process and that they are compliant with the regulatory requirements in their daily interactions with clients. The course will provide an overview of how to conduct a compliant sale and help increase delegates’ awareness of the risks of mis-selling and its consequences. We will explore what is regarded as best practice and what is essential from a regulatory perspective, to ensure customers are treated fairly and to avoid the pitfalls of mis-selling. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •Making a Safe sale – what the FSA expect •The Insurance Conduct of Business Rules – What they are and how they affect you •New Business Sales, Mid Terms Adjustments and Renewal processes •The differences between sales to Retail and Commercial customers •Different methods of selling, e.g. telephone, face-to-face, internet etc •What is and isn’t advice and the risks of giving advice •How to make non-advised sales •The Sales script •The Importance of Policy summaries •Understanding Demands and Needs Statements •The sale of add-ons - understanding the requirements •The Sales process v Treating Customers Fairly •The pitfalls and lessons learned from FSA fines imposed on firms for mis-selling. Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 14. “Fleet and Commercial Vehicle Insurance” A One Day Workshop for Case Handlers Aim of this course This hands-on workshop is interactive and practical. It includes case studies, examples, presentations and Questions & Answers. The aim of the workshop is to give delegates an in depth understanding of how the Commercial vehicle and Fleet market operates and how underwriters assess and calculate premiums for the different types of risk. Ideal for brokers, account executives, those dealing with commercial vehicle or fleet business/Insurance, this workshop is also very useful for underwriters and/or anyone working in this market who needs a practical update of their skills and knowledge in this important market. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •Looking at Commercial Vehicle and Fleet Risks through the Underwriters’ eyes •Understanding how the underwriters arrive at a premium •Assessing the clients’ insurance requirements •Types of Fleet/CV cover and rating •Common rating factors •The Market •Understanding claims experience, Run Off and IBNR •Fleet Management •Trailers, containers, Special Types •Agricultural and Forest vehicle •Tool of Trade use •Contractual Liability •Loading/Unloading and Tipping •Legislation •Presenting the risk to the Insurer •Negotiating Terms – Broker v Insurer Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 15. “All you need to know about Motor Vehicle Insurance in a day” A One Day Workshop Aim of this course This hands-on workshop is interactive, practical and fun. It includes case studies, examples, presentations and Questions & Answers. The aim of the workshop is to give delegates an introduction to Motor Vehicle Insurance. We look at the part motor insurance plays in everyday life, as well as how the motor insurance market operates. We examine example policy cover documents, scrutinise the terms and conditions and take a good look at the claims process, including claims handling companies, credit hire organisations, the Motor Insurance Bureau and the Motor Insurance Database. We touch on GAP Insurance and briefly look at the types of excess cover and the associated add-on policies (such as legal expenses and breakdown cover) and the potential pitfalls of mis-selling these products. Ideal for new-starters, this introductory course is suitable for brokers, underwriters, claims-handling staff, customer service personnel, account executives and administrative staff. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •The Motor Insurance Market •The law relating to motor insurance – cover notes and certificates •Typical Policy structure and cover including Conditions, Exclusions, Warranties •How claims are dealt with, including third parties and injuries •MIB / MID /CUE •Sales Methods and Underwriting •The Ombudsman and Complaints Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 16. Half-Day Workshops Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 17. “All you need to know about Communication and Motivation” A Half-Day Workshop Aim of this course This course will provide an overview of staff motivation and why it is so important. We will look at the value of having a motivated team and how motivation can be improved. The course will also look at why good communication is so important; what constitutes effective communication and how to improve all types of communication within the work-place and in general day-to-day life. We also take a brief look at assertiveness, confidence and influencing skills. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •What motivates you and others? •Signs of motivation and de-motivation •Value of motivation to the team/individual and to the company •Tips for improving motivation •Why good communication is important •Methods of communication (verbal/non-verbal/written) •Body language •Active listening •Open and closed questions •Barriers to listening •The power of silence •Dealing with difficult people •Assertiveness Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 18. “All you need to know about Negotiating and Influencing” A Half-Day Workshop Aim of this course This course will explain and demonstrate what is meant by negotiation. We will describe and examine the stages of the negotiation process, uncovering the tactics and behaviours used during a negotiations. We will also look at why it is beneficial to be able to successfully influence others and what it means to influence others. We will examine the importance of effective communication and look at the difference between assertive and aggressive behaviour . Practical sessions will help to formulate strategies for dealing with difficult people both at work and in your personal life. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •What is negotiation and why is it important? •Planning and preparing for negotiations •How to structure negotiations •Negotiating styles and tactics •Achieving a win-win outcome •How to close your negotiations •The benefits of being able to influence others •The difference between assertive and aggressive behaviour •The importance of good communication •Creating the right first impression •Strategies for dealing with difficult people Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 19. “All you need to know about Coaching and Training your staff” A Half-Day Workshop Aim of this course This course will provide an overview of staff motivation and why it is so important. We will look at the value of having a motivated team and how motivation can be improved. The course will also look at why good communication is so important; what constitutes effective communication and how to improve all types of communication within the work-place and in general day-to-day life. We also take a brief look at assertiveness, confidence and influencing skills. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •The difference between coaching and training •Skills required to be a good coach •When to coach •Learning styles •Personality profiles •Barriers to learning and how to overcome them •Getting people back on track following poor performance •Dealing with difficult staff members •Skills required to train your staff •Preparation of a training plan •Delivering training – one-to-one or for the whole team •Recording and evaluating training Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 20. “All you need to know about conducting Performance Reviews/Appraisals” A Half-Day Workshop Aim of this course This course will look at what constitutes a performance review and why reviews are important. We will examine the skills required to conduct a successful review and how to prepare for and structure the review itself. We look at various tips and techniques for giving feedback and praise as well as strategies to help with the uncomfortable task of handling difficult people and situations. It is vital to fully understand the requirement for good communication in this context. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •What is a performance review? •Skills required to conduct a successful review •Preparing for the review •Performance review structure •Do’s and Don’ts •Handling difficult people •Handling difficult situations •Getting S.M.A.R.T •Giving feedback and praise •Communication skills •Tips and techniques Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 21. Specialist Half-Day Compliance Workshops Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 22. “All you need to know about General Insurance Regulation” A Specialist Half-Day Workshop Aim of this course This introductory workshop is ideal for new starters in the General Insurance Industry. It will help delegates to understand how the FSA regulates the general insurance Industry and what this means for them. We look briefly at the main areas of regulation, how this is policed and enforced and we also look what action the FSA can take if and when things go wrong. Delegates will gain a good overall understanding of the regulatory processes and the importance of understanding and adhering to the rules within the business. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •About the FSA and how the industry is regulated at present •The future of regulation including the Consumers Protection and Markets Authority •The main areas and responsibilities of a firm and what this means for you •How do the FSA know what you are doing? •Training and Competency – what the FSA expects to see •Handling Complaints •TCF – how and why it applies and what the FSA would expect to see? •Conflicts of interest – what are they? •Data Protection •Financial Crime •FSA Fines – what can go wrong Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 23. “All you need to know about Compliance” A Specialist Half-Day Workshop Aim of this course This workshop has been designed for compliance officers, supervisors, managers, approved persons and senior managers or directors. We look at the importance of the role of the Compliance Officer / Department within a regulated firm and cover the basics of compliance, how to monitor it and why it is so important to get it right. The workshop will help improve the understanding and skill of those dealing with regulatory compliance and will also look at some practical examples of compliance problems and how to solve them. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •Regulation – a look at how regulated at present and what’s to come in the future? •The future – Financial Education Body/ Prudential regulation/Financial Crime •The future – Consumer Protection and Markets Authority . •What does a compliant business look like? •Compliance Documentation – IDD/TOBA/Policy Summaries •Sub-broking agreements including Risk Transfer •Compliance Planning •Compliance Monitoring •Management Information •Breaches and reporting •Keeping records •FSA Arrow Visits – what to expect Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 24. “Learning the Lessons from Enforcement” A Specialist Half-Day Workshop Aim of this course Knowing what the FSA is up to is not easy. Since 2004 the amounts of fines fell every year - as did the number of enforcement actions. Following the departure of John Tiner and the collapse of Northern Rock everything went into reverse. By the end 2008 the FSA had given up its attempts to persuade, and TCF became an enforcement issue. Since then, the FSA have decided to get even tougher – and not just with the Banks The objective of this course is to show the reasons why the fines and banning orders were imposed and what the common breaches were. It will also enable companies to make a proper assessment of their regulatory risk. In particular we will warn you what is currently on the FSA’s radar, and how to protect yourself if they knock on your door. This interactive course has been specially designed for those in a managerial or supervisory position as well as those involved in dealing with regulatory paperwork on a day-to-day basis. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •What is happening at the FSA •What the future holds – how the industry will be regulated in the future •The Consumer Protection and Markets Authority •The serious mistakes some companies have made •How the FSA enforces its rules •The most serious breaches •The most frequent breaches •How breaches were discovered •Understanding Regulatory Risk •Reporting Breaches •Enforcement action •The lessons we can learn Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 25. “All you need to know about Corporate Governance and Planning” A Specialist Half-Day Workshop Aim of this course This workshop has been designed for supervisors, managers, approved persons and senior managers or directors. It will help delegates to understand the firm’s responsibilities under the regulatory system and how business owners and approved persons are personally responsible for making sure their business is compliant. Gaining a thorough overview of the important areas of regulation that need overseeing will help delegates manage more confidently in their day-to-day dealings with the FSA and their staff. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •The Regulatory System and Your Responsibilities •Systems and Controls •Financial Management •Treating Customers Fairly (TCF) •Sales – Commercial and Retail •Claims Handling •Training & Competency and Supervision •Complaints Handling •Regulatory Reporting •Managing Business partners •Financial Crime •What this means for Directors and Approved Persons Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 26. “Treating Customers Fairly (TCF)” A Specialist Half-Day Workshop Aim of this course This workshop has been specially designed to help delegates understand the FSA’s approach to Treating Customers Fairly and how this applies to their business. Ideal for senior managers, directors, brokers, approved persons, claims staff, supervisors and compliance officers, this is a practical and interactive workshop that aims to give delegates a clear, simple and comprehensive understanding of what is meant by Treating Customers Fairly, what they need to do to meet FSA expectations and deadlines and what are the consequences of not doing so. At the end of the course delegates will know how to move forward and progress, implement and embed TCF within their organisation and will be confident that they will be able to satisfy the FSA. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •What is meant by Treating Customers Fairly •Corporate culture and responsibility •The six required outcomes •The TCF Gap Analysis and Action Plan – Why? What ? How? •Management Information - What the regulator would expect to see •Simple actions you can take now •What the FSA are likely to expect with regards to TCF during an Arrow or theme visit •The 6 point action plan to help you protect your business from not meeting the TCF Principle Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 27. “Dealing with Conflicts of Interest” A Specialist Half-Day Workshop Aim of this course Managing Conflicts of interest is an integral part of Principle Based Regulation. Insurance Broking involves the automatic conflict between firm, insurer and client and the FSA require all companies to have affective strategies in place to handle and mitigate these. The course is suitable for Senior Managers, Directors, Brokers, Approved Persons, Supervisors and Compliance Officers working in General Insurance. At the end of the course delegates will have a clear, simple and comprehensive understanding of what is meant by Conflicts of Interest, how it applies to your firm and what action you need to take. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •What are conflicts of interest? •How to recognise them •Methods of mitigation •Producing your Conflicts of Interest Policy •Training your staff and informing them of what to look out for and what to do •Case studies •What the FSA are likely to expect with regards to Conflicts of Interest during an Arrow or theme visit Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 28. “All you need to know about handling client money” A Specialist Half-Day Workshop Aim of this course The aim of the workshop is to provide delegates with an overview and understanding of the FSA’s client money rules with reference to the CASS rule sourcebook and how it applies to their firm. It is a practical workshop ideal for accounts staff, supervisors, directors, senior management, approved persons, compliance officers and all those working in general insurance with a regulatory responsibility. We focus on what the FSA are looking for when they look at firms handling client money and how to ensure your firm’s policies and procedures for this critical area are robust enough to withstand an FSA visit. The course will help delegates identify and understand best practice, and will help show them how to put the theory to good practical use. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •An overview of the FSA Client money rules •The key and popular points you need to know. •The pitfalls •The Hot topics •The FSA’s radar – what to look out for •The FSA’s intentions •What they will test you for if you receive a visit •What sort of questions do the FSA ask? •What you need to do to implement and safeguard your Client money procedures. Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 29. “All you need to know about the training and competency requirements” A Specialist Half-Day Workshop Aim of this course The aim of this workshop is to give delegates simple , practical assistance to help with meeting the FSA requirements for the training and competence of their staff. The workshop is designed for Brokers/Managers/ Supervisors/Team Leaders and all those responsible for the Training and competence of staff. We look at the FSA rules and how firms are responsible for ensuring that all staff are fully competent to do their job, particularly when staff are customer facing or their role has a direct bearing on how customers are treated. We explore the need for businesses to demonstrate that staff can do their jobs, that they have sufficient knowledge and skill to carry out the tasks entrusted to them. This includes knowledge of internal systems, legislation, regulation, products and procedures, and so on. Delegates will learn how to put procedures in place to monitor competence, and ensure that staff remain competent, especially in areas as technical and product knowledge, legislation and regulation. We look at how to conduct regular checks (to make sure sales are made correctly, for example) and the importance of keeping evidence of this. We translate the rules into Plain English and we aim to make this course practical so that the learning can be transferred back to the workplace The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •FSA Rules for Training and Competency of staff •What you should – and need – to have in place •Understanding competency •Assessing competency of staff •Supervision requirements •Designing and delivering training and making sure it is relevant •Evaluating training •Record-keeping •Continuous Professional Development •What can happen if you don’t ensure your staff are competent – learning the lessons from FSA enforcement due to lack of or insufficient training Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 30. “All you need to know about Handling Complaints” A Specialist Half-Day Workshop Aim of this course This interactive course has been specially designed for those who are involved in handling complaints. We cover the written procedures you must have in place, responsibility for complaints within your company, the timescales involved and the consequences of not dealing with complaints properly. We look briefly at the importance of TCF in your business and how this relates to complaints and we also examine the role of the Financial Ombudsman Service (FOS). It is ideal for those who have some experience in handling complaints (including brokers/account handlers, underwriters and claim handlers). Delegates will learn new skills as well as refresh existing skills. The course will help them examine best practice, and equip them with practical and relevant skills they can put to use. They will gain a better overall understanding of the complaints handling process and the importance of managing this process well within the business. The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand. The main topics covered during the day: •The definition of a complaint •What are the timescales involved? •What are the consequences of not dealing with complaints properly? •Who is responsible for complaints within your firm? •A look a your written procedures – what they should include? •FOS – Who are they and what do they do? •TCF – what is the importance of TCF in the complaints handling process? •Best Practise including conducting a Root Cause Analysis Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”
  • 31. Some Feedback from previous Training Courses... • “lively course” • “found it useful, have learned a lot today” • “first course I haven’t nearly fallen asleep on” • “interesting and well presented” • “very interesting and kept busy and amused!” • “I found it very useful and feel it has given me a platform to improve on the skills learned today” • “very informative” • “well-presented – everyone on the course made contributions, which can sometimes be difficult to get out of a group” • “very informative/useful – thank you Bill and Karen!” • “helped me with my day-to-day role and gave useful info to progress myself” • “Bill and Karen put us all at ease very quickly. Felt comfortable throughout the day and will take a lot away with me. Thank you!” • “very useful and informative. Information you can actually put into practice within your role” • “very helpful and interesting” • “questions and examples were helpful” • “I liked the interaction between attendees and learned a lot from them too!” • “great course!” Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616 “The Specialist Training and Compliance Company for the General insurance Industry”