International Business Diploma

This Marketing and Customer Service award focuses on the importance of the customer experience and the vital role it plays in a business success. In particular, after successfully completing this award delegates will appreciate the vital role of good customer service and understand how they can contribute positively to the overall customer experience.

Course Outcomes

Upon completion of the course participants will be able to:

1. Identity different customer segments and their needs.
2. Understand the importance of developing a positive customer experience.
3. Determine the need to meet relative customer expectations.
4. Outline the role of effective communication with the customers.
5. Understand the importance of planning and organizing your daily routine.

Course Content

The course is split up into five key sections, which focus on the following important areas of customer service:

• Who are your customers?
• Why is the customer experience important?
• Meeting customer expectation
• Communicating with customers
• Organizing your day

The Business Communications award focuses on the importance of good communication throughout a business and the vital role it plays in a business’s success. In particular, after successfully completing this unit delegates will appreciate the range of communication used in a business, the importance of overcoming communication barriers and they will also have a better understanding of good communication techniques.

Course Outcomes

Upon completion of the course participants will be able to:

• identify and appreciate the range of communication used in a business.
• appreciate effective and ineffective communication
• identify where and when barriers to communication exist
• understand how to conduct successful business team meetings.
• identify and apply techniques which will improve your personal communication skills.

Course Content

The course is split up into five key sections which focus on the following important areas of business communication:

• What is meant by Business Communication
• Effective and Ineffective Communication
• Overcoming Barriers to Communication
• Business Team Meetings
• Improving Your Personal Communication Skills

The Business Etiquette award focuses on how a business interacts with both external and internal stakeholders. Understanding business etiquette, the established convention in which businesses relate to each other, is an essential skill for a business employee and this unit introduces some of the cultural business expectations that are to be expected in the modern business environment. The award also introduces the important concept of business ethics.

Course Outcomes

Upon completion of the course, participants will be able to:

• Identify what is meant by business etiquette.
• Understand the importance of both professional and cultural expectations.
• Respond in a professional manner to customer and work colleagues.
• Appreciate and understand the differences in electronic forms of etiquette.
• Identify and be aware of the importance of ethical business behavior.

Course Outline

The course is split up into five key sections which focus on the following important areas of business etiquette:

• What is meant by Business Etiquette
• Professional and Cultural Expectations
• Acting in a Professional Manner
• Communicating Electronically in a Professional Manner
• Business Ethics

Time is a fixed resource over which we have no control. However, how we use that time can greatly influence how effective we become. This Time Management award is designed to ensure that you are aware of your current time management techniques and what you can do to improve them over the short, medium and long term. It looks particularly at many of the most common time wasting activities that occur in the majority of businesses and gives guidance on how to avoid them.

Course Outcomes

Upon completion of the course, participants will be able to:

• understand why time management skills are necessary
• determine how you, as an individual can make best use of the time available
• be able to identify ways in which you can eliminate time wasting activities in business
• be confident in delegating tasks
• understand how to use personal time management to achieve strategic objectives

Course Outline

The course is split up into 5 key sections which focus on the following important areas of time management:

• Why Time Management?
• Self-Management of Time
• Eliminating Time Wasting Activities
• Delegating
• Effective Personal Time Management

A business is mainly reliant on its success by how effectively it deals with the people it employs and how these employees interact with each other. This People Skills award looks closely at some of the key issues that arise when dealing with people and aims to give the necessary skills to better equip delegates to deal with teams and conflict that may arise. It looks particularly at self-management and dealing with conflict issues.

Course Outcomes

Upon completion of the course participants will be able to:

• understand why people skills are vital to your organization’s success
• appreciate the importance of self-management and working with differences
• to identify and be deal confidently with conflict
• work effectively with and in teams
• understand how to communicate effectively with people

Course Outline

The course is split up into five key sections, which focus on the following important areas of people skills:

• The Vital Role of People Skills in an Organization
• Self-Management and Differences
• Dealing with Conflict
• Team Work
• Communication

The Business and Finance award introduces everyday business terminology and relates this to the more common legal business entities. The different internal and external factors that affect a business are explained and their importance explored. Basic financial planning is introduced and there is a focus on making

best use of available resources, particular emphasis is placed on the importance of cash flow to the business.

Course Outcomes

Upon completion of the course participants will be able to:

• identify and appreciate everyday business terminology.
• distinguish between the various legal structures for a business.
• appreciate the importance of transforming resources into goods and services.
• apply basic financial planning resources.
• appreciate the main issues in managing a business.

Course Outline

The course is split up into five key sections, which focus on the following important areas of basic business and finance:

• Introduction to common business terminology
• Legal structures for business
• Making use of resources
• Basic financial planning
• Managing a business

This award focuses on the importance of being aware of how we behave and appear to others, as self-awareness is an important first step in personal development. It introduces some of the skills and techniques that are available to managers and employees that will greatly assist their own and importantly their team’s personal development. Some time is spent in this course in developing a students’ self-awareness and confidence and also the importance and benefits of having a positive attitude.

Course Outcomes

Upon completion of the course participants will be able to:

• appreciate what is understood by self awareness and personal development
• understand the benefits of continual self improvement
• identify ways in which you can develop a positive attitude and assertiveness
• be confident in selling promotions and ideas
• understand how to build more effective business relationships

Course Outline

The course is split up into five key sections which focus on the following important areas of self awareness and personal development:

• Understanding Self Awareness & Personal Development
• Self Improvement
• Positive Attitude and Awareness
• Selling Techniques
• Building Effective Business Relationships