In the "Age of Information", written communication is more important than it has ever been before. But the many communication possibilities offered by information technology do not replace the need to write clearly and correctly. Particularly in a business environment, effective written communication is essential both internally with colleagues and externally with customers.

The objective of this course is to show participants how to produce clear and well-structured documents that communicate effectively. The course covers both the rules of good writing and the appropriate use of different document types, such as E-mail, letters, memoranda and reports. While the course is aimed primarily at written communication in the English language, it can also be adapted to other European languages, such as French, Dutch, German and Spanish.

More than 70% of all software projects do not finish on time or within the planned budget. Badly defined requirements are often a cause of this problem. If users cannot clearly define the system they want, there is no way that developers can build it.

The purpose of this course is to teach users and people representing users how to communicate their requirements clearly. The course has a practical orientation that includes exercises in defining and writing requirements. It also provides tools (methodology and guidance) that will help in the formulation and review of business requirements.

The transfer agency function is a vital component of the investment fund industry, because it is the interface between a fund and its investors. It is also the official record-keeping function of shareholder positions. This course describes the many facets of the transfer agency function. The course is very practical and includes numerous exercises.

Training skills are vital throughout any organisation to provide a flexible approach to skills and knowledge development. It is essential, therefore, that companies complement the courses of external trainers with their own in-house trainers, who are available on an everyday basis.

This course provides the essential skills for anyone who provides training as part of their job. It teaches trainers to assess the needs of their audiences, develop a training approach, construct exercises, deliver and evaluate training courses.

Despite numerous improvements achieved through technology, most people still have difficulty managing their time effectively. Too often people are distracted by urgent issues at the expense of achieving important goals. Time management is an essential skill that not only addresses this problem and improves productivity, but also reduces stress.

This course is designed to help participants focus on achieving their key goals within the time available to them. The course enables people to assess their own approach to time management and to develop a series of skills for prioritising and planning work.

For companies that have customers in various countries, the telephone is an essential component of their operations. Providing good customer service over the telephone, however, is difficult, because the customer may be thousands of kilometres away in a different time zone with a completely different way of seeing the world.

The objective of this course is to help participants improve their skills in communicating directly with customers over the telephone. The course focuses on the key skills involved in communicating effectively with customers. A full range of situations is covered from initial contact through to handling awkward customers and complaints. Consideration is also given to cultural issues and the handling of relationships with different nationalities. The course is highly interactive and involves numerous exercises and role plays.

The ever-increasing complexity of modern business and technology challenges the effectiveness of teams. To deal with this situation, a team must have a strong leader. While some people are born leaders, most need to develop the skills required to create vision, communicate it to others and motivate a team. This is particularly important during periods of rapid change or growth, in which a team relies on the support and direction given by its leader.

The objective of this course is to improve the leadership skills of people, who do not have a lot of management experience or who may be good managers, but need to improve as leaders. The course makes use of role plays and exercises to help participants understand how they can become better leaders.

Reactivate the team's talents, synergize them and project the team out of the current crisis into a new energy.

Swaps are extremely flexible and can be used for a wide variety of purposes. But because swaps are over-the-counter instruments, they are complex and often difficult to understand. This course provides participants with a good understanding of swaps, their characteristics, the different types of swaps that exist and how swap markets operate.

The business environment is more competitive than ever before. As a result, the demands on teams are more challenging. While pressure promotes performance, it can also lead to an imbalance between what people think they can do and what their managers expect them to do. When this happens, people suffer from stress, which can negatively impact both their performance and their health.

It is vital that organisations help their managers become more aware of the harmful effects that stress can cause in their teams. They must be able to identify the causes of stress and to work with both their teams and the individuals in them to manage and reduce stress. This course teaches managers how to manage and reduce stress in their teams. The course uses role plays and exercises to allow participants to practice the skills acquired.