Assertiveness is different from aggression. It is saying what you think and what you want without violating the rights of the people around you. Although assertiveness is essential in business, many people find it difficult to be assertive.

The objective of this course is to help participants become more confident, assertive and personally effective. The course looks at different aspects of effectiveness and assertiveness, including different approaches that are attributable to cultural and linguistic diversity. Exercises and role plays ensure the practical orientation of the course.

For most managers, recruitment interviewing is a relatively infrequent process with mixed results. This course focuses on training supervisors, team leaders and managers to get the most out of recruitment interviews. The result of an effective behavioural interview should be a clear indication of whether the candidate has the ability to do the job well or whether he has just the ‘threshold’ knowledge and skills required to do the job at all.

With increasing transaction volumes and complexity, managing cash has become a major challenge. It is essential for financial service providers to manage money effectively, because in cash management more than anywhere else "time is money". This course provides participants with a good understanding of cash processing and cash management.

Coaching is a misunderstood management competency. Too often confused with on-the-job training, it is about working closely with individuals to help them develop and improve their performance. Coaching is a fundamental management skill that helps staff improve, develop, learn new skills and achieve goals. It is an essential part of the long-term development and motivation of staff.

This course is designed to help managers address and coach those performance issues that are preventing staff from realising their potential. The course focuses on how to identify the performance or behavioural issues involved and address them in a useful and well-judged way.

Conflict is an inevitable and necessary part of communication. It arises when communication partners assert differing positions, but they must agree on only one result. Although at times painful, conflict can be productive, if it achieves a positive solution. The challenge in managing conflict, therefore, is how to ensure that it achieves positive results.

The focus of this course is on managing conflict and, at the same time, improving communication among colleagues. In the course, participants will improve their understanding of communication skills, assertiveness, the causes of conflict and the ways in which they resolve conflict.

Course Content

The importance and complexity of corporate actions are often underestimated. When corporate actions are not performed correctly, they can result in significant losses. This course examines various aspects of corporate actions with the objective of providing participants with a good understanding of corporate actions and how they are processed.

With increasing standardisation through technology, the business world is sorely in need of creativity and new ideas. The pressures of work, however, make it very difficult for us to break out of our everyday routines and "think outside the box". The objective of this course is to provide participants with the tools and methods they need to develop creative thinking techniques, which they can apply in diverse situations.

In light of recent market developments, the area of custody has become more important and more visible than ever before. The increased focus on custody is likely to result in major changes to EU regulations and, subsequently, market practice. By focusing on custody operations for securities and investment funds in Europe, this course provides participants with an in-depth understanding of custody from both an operational and a regulatory perspective.

The value of the outstanding debt instruments in the world is approximately 120 trillion USD. Both the primary and secondary markets for debt instruments are extremely important components of financial markets. This course is designed to give participants a good understanding of debt instruments, their characteristics and the markets in which they are issued, traded and settled.

Despite significant improvements in productivity brought by technology, managers today typically complain about having too much work. This situation is often attributable to their inability or reluctance to delegate work to their staff and empower them. But delegation is not just “getting rid of work”. If performed properly, it is a powerful tool that not only ensures work is accomplished, it also motivates delegates through development and trust.

This course helps managers and supervisors develop and practice a method for delegating that is both effective and motivational. The course emphasises the motivational aspects of delegation and empowerment, while explaining how to improve the effectiveness of a team.