Simon Aldridge (English native speaker)
Simon Alldridge worked for more than 13 years as a senior manager in marketing and sales for companies such as Gallagher Ltd., Allied Domecq and Asda Stores Plc. During this time he was responsible for major marketing campaigns, brand management, leadership of marketing teams and management of large retail units. Over the last 4 years, he has given seminars on Organisation and People Development, as well as providing personal coaching at senior management level. His clients include Telegraph Group, Goldman Sachs, Whitbread, BT Hiscox, 3M, Government Offices, Astra Zeneca, the Department of Education and Employment, Tarmac, Avon Cosmetics, Twinings International, and Vision Express.
Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Elaine M. Barnett † (English native speaker/talktotheworld.com author)
Elaine M. Barnett was a graduate of UCLA in International Communications. She also studied International Relations in Vienna, Austria and organizational and educational psychology and adult education (MA 1996). She has won over 50 public speaking and debating awards in the United States, including: first prize in the national "Voice of Democracy" speech contest among 300,000 competitors in (1987), the national award of the Martin Luther King and Pepsi Foundations from 1985 to 87. She was 1st in the state of California for impromptu speaking in 1985, 2nd in the US for congressional negotiation in 1985 and 1st in the US for impromptu speaking in 1986. Since 1989 she has worked as a management trainer, giving seminars on public speaking, presentation skills and intercultural communication for corporate clients such as Henkel, Reemtsma, Deutsche Aerospace, Dr. Oetker, Deutsche Post AG, Landesbank Berlin, Lintas und Rotary International. Elaine M. Barnett was co-author of several talkttotheworld.com Communication Skills modules.

Adrian Bell (English native speaker)
Adrian Bell studied Law and worked for many years for a major Australian bank. Since 1973 he has been active in management training and human resources management. He has more than 16 years' experience in the areas of human resources management, industrial relations and management training. Since 1982 he has given management skills seminars for corporate clients including Volvo Australia, NSW State Rail Authority, Bank of Queensland, Apple Computer Australia, Telecom Australia, Singapore Airlines, Delhi Petroleum, The Seven Network (all State Channels), University of New England (Financial Management & Research Centre), Capital Financial Group, and Philips Electronics Australia. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

R. L. Bharadwaj (Indian native / Languages: English, Bengali, Hindi)
R. L. Bharadwaj's educational qualifications include a Bachelor of Electrical Engineering (Hons/1971) from the University of Jodhpur and a Masters in Business Administration from the Indian Institute of Management- Ahmedabad in 1982. His main achievements include the nomination as the 'Businessman of the Year' by Business India in 1997 and ranked as one of the top 50 CEOs in India by Business India (2001). He launched the First Customer Information Center in India which was covered by 'The Asian Age' in 1997 and he was also responsible for launching ISDN in the country. He is frequently featured in 'Voice and Data' for business policies, marketing expertise and to new product launches. As a Member of the 'Regional Management Board of Asia' for Siemens he promoted and developed business throughout Asia (excluding Japan). From 1994-1998 he was the Executive Vice President for Private Networks Siemens Ltd. in India and from 1998 - 2002 he worked as the Chief Executive Officer for NEC's Indian operations. The organisation is a leader in the KTS market and is poised to take over as the market leader in total communication solutions. Today he runs his own business and works as a consultant. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Ludovic Bonnet (French native / fluent in English)
Ludovic Bonnet gained his Masters degree in Human Resources Management the Disney University in Florida, USA and studied International Relations at the Paul Valery University (Montpellier, France) and Economics and Management at the University Business School (Grenoble, France). In 1992 Ludovic worked for the French navy as an English teacher for several years in Canada, the USA, the UK and South Africa. His professional experience includes JULEO (Consulting) & Profilimode.com (website specialised in fashion) where he worked as Marketing and Brand Director to establish service agreements and contract talks with Yves St Laurent Haute Couture, Diesel Group, and others. He also worked as Corporate Partnerships Director for GROUPE CEGETEL and for the Universal Studios Channels in France, launching "The Disney Channel" as Senior Manager for Distribution and Promotion. Formerly, Communications and Marketing Manager, he was responsible for opening up French, German and Spanish subsidiaries for The Disney Store, France. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Susan Cownie (English native)
Susan Cownie gained her Certificate of Education at the University of Warwick and various management training qualifications up to NVQ 5 in Management. Susan Cownie is an innovative professional manager with extensive expertise and experience in the management of organisational behaviour, change management, quality management and strategic planning in the public and educational sectors. She is a senior internal verifier, lead tutor and quality manager. Her key skills include communication and development. She offers excellent presentation and interpersonal skills and as a strategist, the initiation and development of strategic plans and tactics for their implementation. She resolves problems rapidly and has very good facilitation skills in leading senior managers through key management projects. Susan Cownie has highly developed influencing skills. Susan Cownie works today at the Worcester College of Technology, Worcester Management Centre and is external verifier at the ILM - Institute of Leadership and Management. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Nigel Crunden (English native speaker)
Nigel Crunden studied Industrial Design in London. He has worked for internationally renowned design agencies such as the Industrial Design Consultancy in London, Peter Schmidt / Veit Mahlmann Design International, and Lothar Böhm Design in Hamburg. He specialises in technical innovation and packaging & form design. His clients have included major brand name manufacturers such as Beiersdorf, Coca-Cola, Joop, Lancaster Group, Mars, Moulinex, RG Resonance Geophysics, Schweppes, Shop Wac/Goblin, Stanley Tools, Swan, and Unipart. Nigel Crunden was a consultant editor at talkttotheworld.com and was the co-author of several management skills modules. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Jasmin Daniel-Brinkmann (English native speaker)
Jasmin Daniel-Brinkmann graduated in English Literature and Linguistics in 1979. She spent 4 years working as an interpreter for the European Commission in Brussels. After moving to Hamburg, Germany she became manager of the English language department at Colòn Foreign Language Institute. Jasmin worked for talktotheworld.com as a sub-editor with responsibility for quality control, administration and customer service.

Hooman Darabian (Citizenship: Canadian & French / Languages: French & English)
Hooman Darabian studied Finance, Strategy and Marketing at INSEAD where he received his MBA. He studied further Electrical Engineering at the University of Waterloo (MASc) in Ontario, Canada and Cornell University (BS) in Ithaca, New York, USA. Over the years he has gained significant academic experience and is currently teaching as Professor on the International MBA program (Management of Change and Innovation) at ESLSCA, in Paris/, France. He is author of several publications eg with INSEAD (Internationalization of R&D - 3 case studies [Ciba Geigy, Nestle', Ford of Europe] - a research report commissioned by the Mitsubishi Research Institute, Japan) and with the University of Waterloo ("Approximations for the Probability in the Tails of the Binomial Distribution"). His professional experience includes 11 years in industry and 7 years in management consulting. He worked eg for Cap Gemini Ernst & Young, France (Position: Principal - Strategy & Transformation Consulting) where he developed business and lead engagements for major accounts in France in the areas of strategy, organisation and mergers and acquisitions. Today he works as a consultant to industrial, biotechnology and high-technology sectors in Strategies, Innovations and Organisational Effectiveness. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Susan David (English native speaker)
Susan David studied English Literature and Linguistics in the United
States and Germany. She wrote her Master's thesis on internet and new
electronic media. She has taught Business English at several language
schools. She began working for talkttotheworld.com as a sub-editor with
responsibility for quality control of the management skills modules.
Susan has also worked as a trainer (General Business English Training)
for talkttotheworld.com, managing assignments with companies such as
SIHI International and ABuSD Security GmbH. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Thomas Martin Davies (English native)
Thomas Martin Davies is a professional 'people developer' with a background in Human Resource Management, Training Consultancy and Production Management. He has extensive practical and academic experience, skills and knowledge in a wide variety of General and Human Resource Management and Development areas. He has effective presentation, interpersonal and feedback skills at all levels. As Senior Lecturer and Trainer at the Human Resources Department, University of Wolverhampton Business School, tutored and trained a variety of mainly post-graduate programmes both at the University and 'in-company'. His areas of work include a Post Graduate Certificate and Diploma in Human Resource Development, Human Resource Management, and General Management, MBA programmes and 'tailored' company Management Development programmes. Specific areas of interest include Leadership and Management, Team Development and Change Management. Martin is responsible for Business Development and external income generation, module and award leadership. He works also as external verifier for the Institute of Leadership and Management. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Denise Deschamps (French native speaker, fluent in English and Dutch)
Denise Deschamps, a native of Belgium, is a management consultant specialising in international project management. She gives workshops and seminars in France, Belgium, the UK and the Netherlands on themes ranging from presentation and communication skills to project management and management information systems. She initially studied for degrees in Physics and Education at Liège University and worked for 10 years at a high school. Since then she has received degrees in Computer Science from the EMSI School in Brussels and Brussels University, and an MBA from INSEAD. Her work as a computer systems manager included the design of web applications and management software for the European Commission, a 14 million CIM (Computer Integrated Management) project involving 19 European companies, creation of the CORDIS, ACTES and PIF databases for the European Commission, and several project management roles for a major Belgian bank. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Dr. Joe España (English native speaker)
Joe España's educational qualifications include the following university degrees: PhD, MPhil, MSc, BA (Hons), and MIPD. He has many years' experience in Human Resources Management with companies such as British Airways, Woodchester Credit Lyonnais, and Guardian Royal Exchange where he was Director of Human Resources Development (HRD). His area of special interest is cross-cultural and strategic HRD. For the past 17 years he has worked as a researcher, trainer and consultant in the field of Organisational Learning and Development, and counts among his clients the following companies: New Look Plc, Avon Cosmetics, Ernst & Young, The Post Office Group, Dixons Group, Janssen-Cilag, Regis, BT, Lockheed Martin, BNFL, Thames Valley Enterprise, Reading Borough Council, CGU, and Barclays Bank. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Dr. Cain Evans (English native speaker)
Dr. Cain Evans is a Senior Lecturer in Computing at the University of Central England in Birmingham where he teaches in the B.Sc, M.Sc., and MBA programmes. His areas of expertise include Telecommunications, MIS (eBusiness / eCommerce), Programming, IS Project Management, MIS, Systems Analysis & Design, Computer Graphics, and Software Engineering. He previously lectured at the Mahidol University Thailand and worked for Electronic Data Systems (EDS - UK) where his responsibilities included leading the Y2K project team and managing IT infrastructure projects for Rolls-Royce's Aero Defence Systems. He has published on the subject of eBusiness strategy for academic and IT journals including the International Journal of ISM (USA), and was a guest speaker at the ABF in Malaysia in 2001. Dr. Evans is a member of UN NetAid and the World Capital Forum.com (specialist area IT). Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Rob Harris (English native speaker)
Rob Harris worked for more than 10 years as a new media and video production manager in marketing and sales, especially in the areas of incentive, motivation and corporate video production, for companies such as Braun UK, Compaq, Microsoft, PriceWaterhouseCoopers and Sun Microsystems. In recent years he has won 6 international awards for his work for the following clients: Oracle (Gold and Merit Award for best video), IBM (Silver Award), IBM (Bronze Award), Kodak (Bronze Award), Brent International (Silver Award). As well as producing videos Rob also gives seminars on "How to produce the best video" in the areas of Organisation and People Development (e.g. Training, Incentive and CEO-Speech videos). His mission is to make a difference through high quality creative communications, and thereby help his clients to stand apart from their competitors. His latest clients include Nokia, Visa, Pfizer and HMV. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Stephen Harris (English native speaker)
Stephen Harris studied Management of Organisations (B.Sc.[Hons]) and Quality Assurance (Post Graduate Certificate) at the Open University and Mechanical Engineering (HNC) at Coventry University and Oxford Brookes University (PGCE). He is a member of several professional bodies such as the Institute of Quality Assurance, the City & Guilds Institute and the British Psychological Society. Stephen Harris works as a Quality Assurance Manager, Trainer and Assessment Strategist. He is also an Associate Occupational Psychologist and works for Psytech International. Previous employment includes a position as Quality and Training Manager at the Brady Corporation where he implemented "Investors in People Standard", the Group [Seton Ltd] Quality Systems including ISO 9000, as well as Brady Global Training Products for Leadership. He worked as Modern Apprenticeship Course Manager at the Rover Group delivering, planning and managing the training needs for Young People Development, and as Technologist at ROLLS ROYCE working with design teams in a total quality environment and in facilities considered to be the most advanced in Europe. He also worked as an Examiner at the Institute of Quality Assurance and one of his key achievements at Warwickshire College is the Business Excellence Award (winner in 2001/2002). Today he is running his own business in the areas of Quality, Training and Assessment where in he especially enjoys the Facilitation of Leadership. His clients for the Psychometric Analysis include Warwick Ventures (Warwick University) and Birmingham University. (Enterprise in Biomedicine - Partner Universities include: Aston, Keele, Leicester and Nottingham. Stephen offers Management Assessment Services including the Psychometric Analysis, in cooperation with talktotheworld.com. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Norman Hewer (English native speaker)
Norman Hewer has extensive employment experience with five blue chip organisations, mostly involved in engineering, and building supply industries. His principal roles included sales and marketing, and training and development. He gained fourteen years experience with the Open University Business School as a tutor for the Professional Certificate in Management Programme. Norman Hewer covers all topic areas, such as People Management, Marketing, Operations, Information Technology, and Finance. His recent client list includes the Learning Agency for Warwickshire County Council Social Services, the Chartered Institute of Personnel and Development, the University of Central England Business School and Knowledge Management Centre, the Royal Yachting Association, the Open University Business School and the Institute of Leadership and Management. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Kay Hughes (English native speaker)
Kay Hughes studied TEFL and English Literature at the University of London, and Art History and Music Theory at the University of Tübingen, Germany. She has over 14 years' experience as a high profile English trainer. She has worked on the SEFIC programme for the London Chamber of Commerce and for the Executive Centre at the St. George's School of English. In Germany she has given seminars and workshops for companies such as Dresdner Bank, Glaxo, Langnese/Iglo, Unilever, Nokia und Nord-Deutsche Versicherung. Kay assisted the talkttotheworld.com project team as a freelance sub-editor and proofreader. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Anouj Mehta (English native speaker)
Anouj Mehta holds a BSc. Degree in Business Studies from the City University of London and an MBA degree from INSEAD where he finished in the top 10% of his class. He has worked as a senior manager for PriceWaterhouseCoopers in London and more recently for JP Morgan Chase Investment Bank where he headed the South Asia desk in Singapore. He advised major clients, including Unilever and Peugeot, on joint ventures, acquisitions, divestments, and market strategy, and managed private equity deals up to US$700m in value. His areas of expertise include the Asian and Latin American power sectors, IPP financing, oil & gas sector advisory, and government reform advisory (deal sizes US$100m-US$1 bn). He advised the World Bank/DFID and Government of India on India's largest power sector restructuring and privatisation / reforms process (Andhra Pradesh). Anouj Mehta is now an independent financial and investment consultant based in London. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Jim Morgan (English native)
Jim Morgan was initially educated at de la Salle and completed his studies in the UK at Liverpool University, gaining a degree in Psychology and afterwards an MBA. Jim worked in overseas marketing with Guinness and spent several years in Africa as a Project Manager before moving into Management Development in the Retail and Leisure industry. Having gained a reputation as a guest speaker on personal development issues, he worked extensively as a trainer with the Industrial Society , the American Management Association and Management Centre Europe training over 100,000 people in the process. He is an independent Training Consultant and conducts Negotiation skills and Project Management courses for the Irish Times and Institute of Project Management of Ireland with special skills in Teambuilding, Communications and Customer Care, and has many publications and video scripts to his credit. Apart from presenting courses and facilitating the development process, Jim has designed behavioural assessment tools which are used to reinforce key learning points and assist personal awareness dimensions. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Pan Pan (USA native/fluent in English & Chinese [Mandarin], French working knowledge)
Pan Pan studied Economics at the Northwestern University where he gained his BA with Magna cum Laude. He is a recipient of the Kapnick Prize in Business Institutions (a Honours thesis research grant). Further he received his MBA at INSEAD. At Roland Berger Strategy Consultants - topics 2003 space for talent, he became one of fifty participants selected worldwide to participate in its annual international business case project weekend. He also took part in an internship at KPMG (Risk Strategy Consulting, Salomon Smith Barney) and at Kellogg School of Management where he worked as research assistant for professors. Pan Pan also made a career as a professional pianist : guest solo debut - Carnegie Hall, New York, October, 2000. Pan Pan began his training at the age of 4 and entered Shanghai Music Conservatoire at the age of 9; he received a full scholarship to pursue piano in the US at the age of 11. He won numerous national and international competitions and appeared on public television and in professional videos in the US. His professional consultant career started in 1999 at Bearing Point (formerly KPMG Consulting) as Senior Consultant, Financial Services Consulting - Capital Markets (promoted from consultant in under two years). He then worked for Deutsche Bank as Associate for Investment Banking (Global Equities) and for Strawberry Frog (Intern, Strategic Planning). At Unilever Bestfoods he worked as Manager in the area of Strategy & Business Intelligence. Pan Pan assessed and designed solution alternatives in derivatives hedging strategy for e.g, the Credit Suisse Group and led and managed a client team re-engineering Goldman Sachs' Global Financial Controls process. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Pat Pledger (English native speaker)
Pat Pledger was for many years a human resources manager in London and is an RSA/TEFL qualified English language trainer. She is a member of the Institute for Personnel and Development and has worked as a Business English trainer for the following companies: Allianz, Amro Bank, BP, Ciba Geigy, Colgate Palmolive, DASA, Degussa, Deutsche Bank, Dresdner Bank, General Motors, Greenpeace, Jones Lang Wootton, KPMG, Mobil Oil, Preussag, PriceWaterhouse and Unilever. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Lucy Pollard (English native speaker)
Lucy Pollard studied Economics and English at the London School of Economics and Political Science. She went on to complete post-graduate programmes in Business Administration (RSA), and Theory and Methodology of Teaching English to Speakers of other Languages (Dip. TESOL). She has worked as a sales representative for AIRPIC Ltd. in Pennsylvania, USA, and for several language institutes in Germany. She has trained marketing executives in management and communications skills through English for companies such as Springer Verlag, Hamburg, and the German Fashion Academy. Lucy Pollard was responsible for the design of training seminars at talkttotheworld.com. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Stephen Roche (English native speaker)
Stephen Roche studied History and German Literature at the National University of Ireland, Galway and at Hamburg University. He has taught German at the Galway-Mayo Institute of Technology, Ireland and English at several private language schools in Hamburg, Germany. He began working at talkttotheworld.com as Group Co-Editor where his responsibilities included recruitment of authors and speakers, and management of studio recording for the Management English Library. He was also co-author of several management skills modules.

Christopher Thompson (English native speaker)
Christopher Thompson studied History at the University of York. He subsequently completed a postgraduate diploma course in Business English Training at the Guildhall University in London. He has many years' experience as a Business English trainer and seminar leader for, among others, the Carl Duisburg Foundation, Deutsche Bank, Iberia Airlines, AEG, MBB und Otto Versand. He is Co-Author of the talkttotheworld.com Communication Skills modules. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Colin J. Tierney (English native speaker)
Colin J. Tierney studied Philosophy and Psychology at Newcastle University. He has over 10 years' experience in management education and development with special focus on mentoring, cultural change, selection/interviewing skills, assertiveness training and conflict management. His clients include Unilever Research Laboratories, Lancaster Group, The Child Support Agency, Kemira International, Prittchitt Foods Northern Ireland, Unison, Maff, Lee Associates, and The Coal Authority. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Carol Whetstone (English native speaker)
Carol Whetstone studied Liteature at Duke University, North Carolina, USA. She worked for many years as a Business English trainer for international clients such as Konoike Ginko in Japan, Kobe Steel in New York, and the World Trade Centre in Amsterdam. She is an independent communication consultant specialising in inter-cultural communication. Since 1993 she has worked as Speech-writer for the Corporate Vice President of the Beiersdorf Corporation in Germany. Carol Whetstone worked for talktotheworld.com as a sub-editor and consultant. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Amanda Williams (English native speaker)
Amanda Williams is a graduate of Durham University, England (German and English). She is an RSA qualified TEFL teacher (Cambridge University) and completed a management training course at Harrods of London where she was a department manager. She has worked for many years as a Business English trainer for the financial services, aeronautics, and pharmaceutical industries. She specialises in Communication Skills (presentation, negotiation, etc.) Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

Gill Wood (English native speaker)
Gill Wood is the Marketing Director and an online tutor at a company that is accredited to provide Institute of Leadership & Management courses and Chartered Institute of Marketing (CIM) courses online. As a trainer Gill delivers face-to-face management training on customised Diploma in Management Studies programmes for a private training consultancy. Recent clients include: Capita Insurance, Medlock Communications Group (telecoms), Ford Campbell (accountants), Manchester Methodist Housing Association, Virgin Retail, JD Williams Group (mail order company), Aludel (health & fitness group) and Manchester Care. Gill still undertakes academic work as a part-time lecturer on the BA in Communication at Manchester Metropolitan University. She is also an examiner for CIM, marking scripts for the Marketing Communications module and moderating continuous assessment projects. In addition, she is an external verifier for Cambridge International Examinations which involves revising examination papers and moderating in Cambridge and Singapore. Gill was the Senior Examiner for the CIM's Customer Communications module for over seven years, the Chief Examiner for the Chartered Institute of Bankers' (CIB) Customer Communications paper and a Senior Examiner for the Hospitality Awarding Body. Gill writes tutor support material for the Cambridge Business Award and writes for BPP Publishing and the CIM revision card series for Butterworth Heinemann. She has also written for National Extension College, Rapid Results and FT Financial Times Knowledge. Gill has written two textbooks, the CIM Workbook 'Customer Communications' published by Butterworth-Heinemann and 'Business Communications' for the CIB qualifications, published by Pitman. Topics: People Development, Change & Growth, Corporate Social Responsibility and Citizenship in cooperation with talktotheworld.com Corporate University Network.

collecting information
Valid Information: Introduction; Data and information; The need for information; Good information; Information sources; Checking validity; Summary; Collecting and recording information: Introduction; Information relevant to your job; Means of collecting information; Storing information; Questioning techniques; Questionnaires, surveys and observation; Summary; The Internet: Introduction; Internet basics; Searching the internet; Refining a search; Evaluating internet information; Intranets; Internet abuse; Summary; Performance checks;

storing and retrieving information
Record keeping and storage media: Introduction; Why we keep records; Paper-based storage media; Electronic storage media; Summary; Systems for storing and retrieving information: Introduction; Organizing information; Cross-referencing and indexing; Computer systems; Summary; Databases: Introduction; Records and databases; Using a database; Summary; Performance checks; Access control, security and data protection: Introduction; Managing risks; Data security; The law and data storage; Summary; Performance checks; Reflect and review.

information in management
Using information for decisions: Introduction; Adequate and relevant information; Decision-making models; Summary; Analyzing information: Introduction; Analyzing numerical data; Excel and data analysis; Non-numerical information; Summary; Presenting Information: Introduction; Tables; Line graphs; Charts; How to create charts in Excel; Other types of visual presentation; Gantt charts and managing projects; Summary; Performance checks; Reflect and review.

solving problems

• Session A: Problems large and small- Introduction; What do you mean by 'a problem' ?; Problems foreseen and unforeseen; The six stages of problem-solving; Stage 1: recognizing the problem; Stage 2: accept ownership of the problem; Summary;
• Session B: Defining problems and causes- Introduction; Stage 3: understand the problem; Define the problem; Analyze the problem; Other aids to understanding a problem; Summary;
• Session C: Finding a solution- Introduction; Stage 4: choose a solution; What is a solution ?; Identify possible solutions; Some solutions are better than others; Summary;
• Session D: Implementing and evaluating a solution- Introduction; Stage 5: implementing a solution; Stage 6: monitoring and evaluation; Looking back; Summary; Performance checks; Review and reflect;

becoming more effective
Assessing your current situation: Introduction; Analyzing the requirements of your job; Assessing your current effectiveness; Confirming your findings; Summary; Choosing development activities that suit your needs: Introduction; What is development?; Your development needs; Specifying your objectives; Forms of development activity; Ways of learning; Summary; Making it Happen: Introduction; The personal development plan; From planning to action; Selecting the right form of development; Reviewing and evaluating development; Keeping track; Revising your personal development plan; Summary; Performance checks; Reflect and review.

becoming more effective
Assessing your current situation: Introduction; Analyzing the requirements of your job; Assessing your current effectiveness; Confirming your findings; Summary; Choosing development activities that suit your needs: Introduction; What is development?; Your development needs; Specifying your objectives; Forms of development activity; Ways of learning; Summary; Making it Happen: Introduction; The personal development plan; From planning to action; Selecting the right form of development; Reviewing and evaluating development; Keeping track; Revising your personal development plan; Summary; Performance checks; Reflect and review.

organizational culture and context
Why organizations need to exist: Introduction; What organizations are for; Is there 'an organization for all purposes'?; Types of organization; Organizational structures; Organizational functions; Summary; Ethics in business: Introduction; Stakeholders in the organization; Ethics in practice; Mission statements; Is good ethics good business; Communications; Political, investment and trading practices; The public interest disclosure act (PIDA) 1999; Conflicts and ethical dilemmas; Summary; Organizational culture and its effect on performance: Introduction; Contrasting organizational cultures; Culture and management style; Sub-cultures; Internal politics; Summary; Performance checks; Reflect and review.

controlling physical resources
Dealing with Resources: Introduction; The organization's resources; Managing resources; People as a resource; Equipment as a resource; Land and Buildings as a Resource; Materials as a Resource; Summary; Storing and Allocating Materials: Introduction; The basic principles of stock control; Rotating stock; Managing stock; Receiving goods; Issuing goods; Stock levels; Computerized systems; Summary; Purchasing, resource planning and security: Introduction; The purchasing function; Materials planning; Resource planning and management; Security; Summary; Performance checks; Reflect and review.

organizational environment
The economic environment: Introduction; How economics affects everyone; Factors of production; Raw Materials; The price mechanism; The economic levers which governments use; Key economic issues effecting all organizations; Summary; The Global Village: Introduction; The UK's International Trade; The UK's trading partners; The European Union (EU); International organizations which influence the UK; The trade cycle, unemployment and economic growth; Summary; Performance checks; Reflect and review.

achieving quality
Quality in Context: Introduction; The meaning of quality; Ensuring quality; Total quality management; Achieving quality at team level; Summary; Standards: Introduction; Types of standards; BE EN ISO 9000:2000; Quality management system; Management responsibility; Resource management; Product realization; Measurement analysis and improvement; Summary; Quality Control and Statistics: Introduction; The mean, the range and the standard deviation; The distribution of data; Summary; Statistical Process Control: Introduction; Sampling; Acceptable quality level (AQL); Control limits; Applying the techniques; Summary; Performance checks; Reflect and review.

budgeting for better performance

• Session A: What is a budget - Introduction; The purpose of budgets; Beginning a budget; Why do we need budgets?; The advantages of budgets; Using budgetary control; Summary;
• Session B: Monitor performance against budget - Introduction; Budgetary control; Flexible budgets and budgetary control; Non-financial budgets; Standard costing and budgetary control; Summary;
• Session C: Measuring Performance - Introduction; What is performance measurement ?; Performance measurement principles; A range of performance measures; Financial performance measures; Non-financial performance measures; External comparisons; Stakeholders & their objectives; Summary;
• Session D: Monitoring and improving performance - Introduction; Developing performance standards; Monitoring performance; Improving performance; Summary; Performance checks; Reflect and review;

commitment to equality
Managing Diversity: Introduction; Diversity and equality; The importance of equality at work; Inequality and unfairness at work; Has inequality occurred ?- a checklist; Summary; The law relating to equality at work Introduction; Scope of anti-discrimination laws; United Kingdom statute law; Other legislation affecting unfair discrimination; A detailed look at the main UK legislation; Illegal discrimination in detail; Summary; Pursuing real equality in the workplace: Introduction; Who is liable ?; Procedures for ensuring equality; Commitment to equality; Pursuing real equality; Summary; The consequences of illegal discrimination: Introduction; Types of liability for illegal discrimination; The financial consequences; The legal process- Employment Tribunals; Employment practices and procedures; Summary; Performance checks; Reflect and review.

delivering training
How People Learn: Introduction; What is 'learning'?; The process of learning; Learning styles; Barriers to successful learning; Methods of learning; Training: Introduction; Training- a definition; Your role in the training process; Structure of a training session; Training methods; Dealing with problems; Assessment; Methods of assessment; Giving feedback; Evaluation techniques; Keeping records; Summary; Coaching: Introduction; What is coaching?; Why coach?; Three golden rules; The process; Keeping records; Summary; Counseling and mentoring: Introduction; Five ways to support your team members; Counseling; Professional help; Mentoring; Confidentiality; Summary; Performance checks; Reflect and review.

making communication work

• Session A: The communication process -Introduction; The importance of communicating effectively at work; The communication cycle; Recognizing and overcoming barriers to communication; Ensuring effective communication in the workplace; Summary;
• Session B: Communication media-Introduction; Choosing the right method of communication; Face-to-face communication; Gathering and using feedback; Non-verbal communication; Summary;
• Session C: Non-verbal communication-Introduction; Understanding different types of body language; Sending, receiving and interpreting unspoken messages; Attitude, perceptions and cultures; Summary; Performance Checks; Reflect and review;

managing change
Change through continuous improvement: Introduction; What does continuous improvement involve ?; Tools for aiding continuous improvement; The 5S Programme; Standards and continuous improvement; Summary; Planning change: Introduction; Reasons for major change; Change and the team leader; Preparing for change; Planning the project activities; Establishing responsibilities and methods of communication; Summary; Implementing change and managing its consequences: Introduction; Monitoring the project plan; Completing a change project; Summary; Performance checks; Reflect and review

managing time
Where does all the time go? Introduction; What is time management?; Activity trap 1: crisis management; Activity trap 2: responding to demands; Activity trap 3: the treadmill; Getting out of the trap; Summary; Deciding how to use time: Introduction; Making decisions; Identifying demands; Habits; Priorities; The time management grid; The quadrants; Summary; Making time work: Introduction; Time logs; Planning time for you and your team; The list system; Gantt charts; Summary; The limits of time management: Introduction; Scheduling your own tasks; Scheduling team time; The best laid plans; Coping with the unexpected; Reviewing the use of time; Summary; Performance checks; Reflect and review.

project and report writing
Reports-what and why? Introduction; What is a report?; Objectives of reports; The users of reports; The structure of a report; Types of reports; Summary; The report writing process: Introduction; What's special about presenting reports; The report writer's toolkit; Get the task into focus; Plan your work; Research and analyze the facts; Select the appropriate structure; Manage the content; Write your report; Summary; Gathering and presenting information: Introduction; Obtaining facts; Conducting your own investigations; Analyzing numbers; Drawing conclusions and making recommendations; Presenting information; Using appendices; Summary; Writing an ILM Certificate project report; Performance checks; Reflect and review. 

understanding quality
Quality and customers: Introduction; Defining quality; Design quality and process quality; Quality systems; Why is quality important?; The cost of quality; Dependability; Certification and accreditation schemes; Summary; Towards total quality: Introduction; The traditional approach to quality management; What is total quality management?; Continuous improvement; Focus on the customer; A commitment to quality; Teamwork and trust; Summary; Practical steps to quality: Introduction; Finding ways to improve quality; Working as a team; Getting your team to work for quality; Zero defects programmes; Summary; Performance checks; Reflect and review.

writing effectively
Why and when to write: Introduction; Writing versus speech; The advantages of writing; Summary; Writing for Results: Introduction; Reaching the destination; Getting the reader's attention; Plain words; Making the right impression; The Human Touch; Summary; Planning and laying out writing: Introduction; Planning your writing; Laying out written documents; Including visual materials; Summary; Performance checks; Reflect and review.

networking and sharing information
Successful briefings and presentations: Introduction; The purpose of briefings and presentations; Which medium?; Selecting information; Planning and preparation; Conducting the briefing or presentation; When it's all over; Changing sides - being a contributor; Summary; Active listening: Introduction; The five senses; The communication process; Learning to listen actively; Whole body listening; Hidden messages; Non-verbal communication; Summary; Building a network: Introduction; What is networking; What is good about networking; Types of network; Creating a network; Building a rapport; Summary; Performance checks; Reflect and review.

effective meetings at work
One-to-one meetings: Introduction; Types of one-to-one meetings; Setting up meetings; Communicating in one-to-one meetings; Formal meetings with staff; Taking notes; Counseling interviews; Disciplinary interviews; Grievance interviews; Other methods of one-to-one communication; Summary; Giving and receiving feedback: Introduction; The role of feedback in communication; Giving feedback to improve performance; Feedback in less formal situations; Appraisal meetings; Receiving feedback; Summary; Group Meetings: Introduction; Different types of meetings; Preparing for meetings; Taking part in a meeting; Following up on meetings; Summary; Performance checks; Reflect and review.

managing relationships at work
The importance of good relationships: Introduction; A definition of relationship; Formal and informal relationships within organizations; External relationships; Differences between people; Relationships and organizational culture; Summary; Building a positive environment: Introduction; Groups and teams; Behavior breeds behavior; Personal qualities; Interpersonal skills; Emotional intelligence; Developing a culture of trust; Confidentiality; Choosing your leadership style; Summary; How to get the result you want: Introduction; Instructing; Influencing; Persuading; Negotiating; Summary; Managing Conflict: Introduction; The value of personal power; Causes of conflict; Resolving conflict situations; The 4-step model for resolving conflict; Achieving a win-win situation; Summary; Performance checks; Reflect and review.

improving efficiency

• Session A: Background to efficiency - Introduction; Work organizations; Efficiency; Quality; People as a resource; Materials as a resource; Information as a resource; Time as a resource; Summary;
• Session B: Productivity & work study - Introduction; Productivity; Cost benefit analysis; Work study; Method study; Work measurement; Calculating staffing requirements; Summary;
• Session C: Efficiency in your workplace -Introduction; What are the real costs of using resources; Planning for improved efficiency & effectiveness; Summary;
• Session D: Managing Waste - Introduction; Waste control legislation; The costs of waste; A staged approach to managing waste; Awareness raising; Process analysis; Clarifying costs; Future planning; Defining the problem and identifying solutions; Taking action; Summary: Performance checks; Reflect and review;

appraising performance

• Session A: the aims and objectives of appraisal- Introduction; Defining performance appraisal; The benefits of performance appraisal; Resistance to performance appraisal; The purpose of performance appraisal; Aims and objectives of performance appraisal; Summary;
• Session B: the appraisal process- Introduction; Planning and preparation; Assessing performance; Choosing the appraiser; Summary;
• Session C: the appraisal interview- Introduction; Before the interview; At the start of the interview; During the interview; Agreeing future performance; After the interview; Summary;
• Session D: assessment reports and records- Introduction; Recording systems; Who should have access to appraisal records?; Summary; Performance checks; Reflect and review;

leading your team

• Session A: are you a leader? - Introduction; What is a leader?; What else does a leader need?; So how do you become an effective leader?; Summary;
• Session B: the team leader, responsibilities and roles- Introduction; Responsibility 1: the task; Responsibility 2: the individual; Responsibility 3: the team; Coping with the role of team leader; Summary;
• Session C: Leadership styles- Introduction; The leader; The task; The team; The operational environment; Personal leadership style; Summary; Performance checks; Reflect and review;

managing lawfully - health, safety and environment

• Session A: Background to health and safety legislation- Introduction; Introduction to health and safety legislation; Health and Safety at Work; Levels of statutory duty; Fire precautions act 1971; Enforcing the law; Safety representatives and committees; Summary;
• Session B: Some important health and safety laws- Introduction; Management of Health and Safety at Work regulations 1992; Workplace (health, safety, and welfare) regulations 1992; Manual handling operations regulations 1992; Health and safety (display screen equipment) regulations 1992; Personal protective equipment at work regulations 1992; Provision and use of work equipment regulations 1998; Control of substances hazardous to health regulations 1994; Other laws; Summary;
• Session C: the law on the environment- Introduction; Background to environmental law; Principal environmental legislation; Integrated pollution control; How the law is enforced; The law on waste management; The law on water pollution; The law on atmospheric pollution; Summary; Performance checks; Reflect and review;

managing lawfully - people and employment

• Session A: employment policies- Introduction; Communicating employment policies; The contract of employment; Employment tribunals; Grievance and disciplinary procedures; Dealings with recognized trade unions; Employment records; Summary;
• Session B: managing positively- Introduction; Achieving harmony at work; Selection and training; Appraising performance; Communicating with the team; Earning respect from the team; Motivating and monitoring; Recognizing and resolving conflict situations; Resolving conflict; Grievance procedures; Summary;
• Session C: Discipline- Introduction; The purpose of discipline; Rules; Dealing with offences; Following the procedures; Finding out the facts; The counseling session; Taking action; Summary; Performance checks; Review and reflect;

managing tough times

• Session A: what makes your job tough?- Introduction; Types of working demand; Work-related demands; People demands; Demands from the changing world; Multiple demands; Summary;
• Session B: how do you cope with tough times?- Introduction; What to look for; We are all different; The three stages of stress; How stress can affect your organization; Summary;
• Session C: helping yourself in tough times- Introduction; First aid; Preparing for tough times; Summary;
• Session D: helping others in tough times- Introduction; Promoting team work; Supporting and advising, counseling and mentoring; Summary; Performance checks; Reflect and review;

marketing and selling
Understanding the market: Introduction; The market and competition; Product life-cycles; The marketing approach; Summary; The marketing mix: Introduction; The elements of the marketing mix; Product quality; Maintaining customer satisfaction; The people factor in the marketing mix; Summary; Analyzing the market: Introduction; Recognizing the need for change; PESTLE analysis; Market segmentation; SWOT analysis; The marketing plan; Summary; Getting the price, place and promotion right: Introduction; The right price; The right place; The right time; The right promotion; Summary; Performance checks; Reflect and review.

motivating people

• Session A: what is motivation- Introduction; Definitions; Values and attitudes; The right atmosphere; Clear objectives; Summary;
• Session B: understanding behavior at work- Introduction; Maslow: needs theory; McGregor- theory x and theory y; Hertzberg: the two-factor team; Expectancy; Hackmand and Oldham: internal motivation; Summary;
• Session C: Making work more rewarding- Introduction; Taking the skill out of work; Reviewing the theory; Job enrichment; Job rotation and job enlargement; Job enrichment in practice; Summary;
• Session D: the team leader's role- Introduction; Needs and your team; Motivation and the team; Managing performance to meet objectives; Job enrichment; Job enrichment and the team; Summary; Performance checks; Reflect and review;

planning and controlling

• Session A: Planning and controlling work processes- Introduction; Control systems; Stages in control; Summary;
• Session B: Planning and controlling the use of resources- Introduction; Controlling materials; Controlling quality; Controlling plant and equipment; Controlling work methods; Scheduling work flow; Control and people; Making your contribution; Summary;
• Session C: Planning and controlling projects; Introduction; Project management; The germ of a project; Knowing what you want to achieve; Project planning; Project costs; Summary; Performance checks; Reflect and review;

planning training and development

• Session A: The importance of training. Introduction; What do we mean by training ?; Effective training; The benefits of training; Alternatives to training; The training cycle; Summary.
• Session B: Identifying Training Needs. Introduction; Types of training need; Assessing training needs by analyzing jobs; Training needs analysis by task; Other training needs identification techniques; Agreeing and recording identified training needs; Summary.
• Session C: Planning Successful Training. Introduction; What are we trying to achieve ?; The way people learn; Training on or off the job?; Choosing the best method; Designing and using visual aids; Planning the training; Conforming to legislative requirements; Deciding on review and evaluation process; Drawing up the training plan; Summary. Performance Checks; Reflect and Review.

preventing accidents

• Session A: accidents and their causes- Introduction; Definition of an accident; What kind of accidents?; What causes accidents?; Policies for safety; The team leader's role; Summary;
• Session B: the management of safety- Introduction; The cost of accidents; Management strategies for safety; Accident prevention and the law; Risk assessment; People with a special role to play; Summary;
• Session C: practical accident prevention- Introduction; Equipment safety; Preventing falls; Electrical hazards; Maintenance work; Manual handling; Fire hazards; Protective equipment; Day-to-day tasks; Summary;
• Session D: coping with accidents- Introduction; Dealing with accidents and abnormal occurrences; Reporting accidents; Investigating an accident; Summary; Performance checks; Reflect and review;

securing the right people

• Session A: Filling a vacancy- Introduction; recruitment policies; The recruitment process; A vacancy exists; Starting the recruitment and selection process; Analyzing the job; Job descriptions; Person specifications; Job specification; Getting approval; Attracting the applicants; Employment law; Summary;
• Session B: Making the right choice- Introduction; Why do we interview?; Preparing for the interview; The functions of the interviewer; Interview format; Welcoming the interviewees; Asking questions; Keeping to a natural sequence; Taking notes; Rounding off the interview; Assessing the candidates; Following up the interview; Summary;
• Session C: Helping the new employee- Introduction; Preparing for the new employee; Before the employee arrives; On the day the employee arrives; Individual needs; Retaining your staff; Developing staff; Summary; Performance checks; Reflect and review;

understanding finance

• Session A: the need for accounts- Introduction; How money is used; The use of accounting records; Accounting records and accounts; Summary;
• Session B: finance in business- Introduction; How a business works; Cash flow; Summary;
• Session C: financial information- Introduction; Cash accounting versus profit accounting; The profit and loss account; The balance sheet; Summary;
• Session D: financial indicators- Introduction; Using ratio analysis; Summary;
• Session E: sources of finance- Introduction; Funds available; Short-term finance; Medium-term and long-term finance; Flexible financing; Summary; Performance checks; Reflect and review;

working in teams

• Session A: What teams are- Introduction; What is a team ?; Many kinds of work team; Comparing work teams; The needs of people in teams; The responsibilities of people in teams; Summary;
• Session B: How teams behave- Introduction; The stages of team development; The roles people play; Group norms; Why do teams sometimes fail ?; Summary;
• Session C: Leading and developing a team; Introduction; Your role as team leader; Building your team; Cohesiveness; Developing your team; Summary; Performance checks; Reflect and review;

caring for the customer

• Session A: ABOUT CUSTOMERS; Introduction; What is a customer?; Non-commercial organizations and their customers; External customers; Internal customers; Summary;
• Session B: WHAT IS CUSTOMER CARE?; Introduction; Customers old and new; The three pillars of customer satisfaction; Meeting the needs of external customers; Summary;
• Session C: DIRECT CUSTOMER CONTACT; Introduction; Whose customers are they?; A quality personal service; Telephone contacts; Customer complaints; Summary;
• Session D: DELIVERING CUSTOMER CARE; Introduction; Identifying your customer care problems; Managing for customer satisfaction; Setting and monitoring standards; A customer care culture?; Summary; Performance checks; Reflect and Review;

controlling costs

• Session A: classifying costs- Introduction; Organizational costs; Labor costs; Materials costs; Overheads; Fixed and variable costs; Break-even analysis; The need to control costs; Summary;
• Session B: standard costing- Introduction; Setting standards; Standard costing in practice; Variances from the standard; The value of standard costing; Summary;
• Session C: controlling and reducing costs- Introduction; Cost information and decisions; Cost centers; Control through cost centers; Cost consciousness; Checklists for controlling costs; Cost reduction; Summary; Performance checks; Review and reflect;

delegating effectively

• Session A: Delegation, a vital skill; Introduction; What does delegation mean?; Why is important to delegate?; Objections to delegating; Authority and responsibility; The process of delegation; How effective delegation will help you; Summary;
• Session B: Achieving balance in delegation; Introduction; Under-delegation; Over-delegation; Identifying under-delegation and over-delegation; Levels of control in delegation; Summary;
• Session C: Preparing to delegate- Introduction; What should not be delegated?; What should be delegated?; Delegating to volunteers; Which of your tasks can you delegate?; Selecting a team member for delegation; Summary;
• Session D: Carrying out delegation- Introduction; Setting objectives; Planning; Monitoring the delegated task; Reviewing the delegation; Summary; Performance checks; Review and reflect

understanding change

• Session A: External forces for change- Introduction; Categorizing forces for change; Political, economic and social factors; Technological factors; Legal factors; Environmental factors; Recognizing opportunities and threats; Strengths and weaknesses; Putting it all together: SWOT analysis; Summary;
• Session B: continuous improvement and change- Introduction; Quality and continuous improvement; The positive aspects of change; Establishing a culture receptive to change; Promoting continuous improvement; Summary;
• Session C: Identifying and overcoming barriers to change- Introduction; Resistance to change in yourself; Acknowledging resistance to change in others; Managing resistance to change; Summary; Performance checks; Reflect and review