2. www.eibfs.ae
Since 2006, when the insurance sector became an integral part in the
concerns of HRDC in the Banking and Finance Sector, EIBFS has been
working in close coordination, with the insurance authority, Emirates
Insurance Association and insurance companies, to further emiratization
in the Insurance Sector. EIBFS efforts in this direction included as an
example Annual training plans, special induction programs, development
of a database to follow-up emiratization indicators, periodical meetings,
open career days, workshops and other training and educational
programs and research studies.
6. www.eibfs.ae
Index
Insurance Programs
Programs Duration Sharjah Dubai Fujairah Al Ain Abu Dhabi
1 Life Insurance and Personal accidents 3 17-19 Mar 14-16 Apr 17-19 Mar
2 Islamic Insurance (Takaful) 4 7-10 Apr 6-9 Oct 19-22 May
3 Property Insurance & General Accidents 3 10-12 Mar 13-15 Oct 10-12 Mar
4 Marine Insurance 3 17-19 Mar 23-25 Jun
5 Insurance Risk Management 3 10-12 Nov 5-7 May 5-7 May
6 Liabilities 3 26-28 May 24-26 Nov 26-28 May
7 Motor Insurance 3 24-26 Mar 22-24 Sep 17-19 Nov 27-29 Oct 24-26 Mar
8 Underwriting Principles & Practices 3 31Mar-2 Apr 15-17 Sep 31Mar-2 Apr
9 Medical and Health Insurance 3 20-22 Oct 10-12 Mar 9-11 Jun 20-22 Oct
10 Claim Management - Basic 2 14-15 Apr 14-15 Apr
11 Reinsurance 3 29 Sep-1 Oct 12-14 May 29 Sep-1 Oct
12 Engineering Insurance 3 16-18 Jun 10-12 Nov 16-18 Jun
13 Fire Insurance 3 9-11 Jun 17-19 Nov 9-11 Jun
14 Introduction to Insurance & Documentation 4 21-24 Apr 20-23 Oct 21-24 Apr
15 Claim Management - Advanced New 2 12-13 May 27-28 Oct 12-13 May
English Programs
Programs Duration Sharjah Dubai Fujairah Al Ain Abu Dhabi
1 English Language Skills Evening 5 10-14 Mar 2-8 Jun 14-18 Apr
2 Business Writing Evening 5 16-20 Jun 6-10 Jun 20-24 Oct
3 English Speaking Skills Evening 5 20-24 Oct 24-28 Mar 16-20 Jun
4 General Business Communication Evening 5 7-11 Apr 26-30 May
5 Report Writing Skills Evening 3 17-19 Nov 5-7 May 17-19 Nov
04
7. www.eibfs.ae
Management Programs
Programs Duration Sharjah Dubai Fujairah Al Ain Abu Dhabi
1 Interpersonal Skills 2 13-14 Mar 13-14 Mar
2 Customer Relationship Management 2 11-12 Sep 15-16 Sep
3 Stress Management 2 27-28 Feb 30-31 Oct 8-9 May
4 Break Through Customer Service 2 13-14 Mar 13-14 Nov 22-23 Sep 19-20 May 13-14 Nov
5 Insurance Marketing 2 20-21 Mar 20-21 Mar
6 Business Etiquette 2 9-10 Jun 9-10 Jun
7 Team Building 2 22-23 Sep 22-23 Sep
8 Emotional Intelligence 2 12-13 Jun 12-13 Jun
9 Selling Insurance Products 2 30-31 Oct 30-31 Oct
10 Creative Thinking and Problem Solving 2 12-13 Jun 12-13 Jun
11 After - Sales Service 2 22-23 May 22-23 May
12 Negotiation Skills 2 6-7 Oct 20-21 Mar 20-21 Mar
13 Effective Leadership Skills 2 3-4 Apr 3-4 Apr
14 Telephone skills 2 10-11 Apr 10-11 Apr
15 Performance Management 2 19-20 May 19-20 May
16 Time Management 2 17-18 Apr 17-18 Apr
17 Effective communication Techniques 2 27-28 Mar 25-26 Sep 6-7 Oct 25-26 Sep
18 Training Needs Analysis New 2 21-22 Apr 21-22 Apr
19 Total Quality Management New 3 15-17 May 15-17 May
Ras Al Khaima Programs
Programs Duration Date
1 Effective communciation Techniques 2 5-6 May
Index
2 Medical and Health Insurance 3 17-19 Nov
05
8. www.eibfs.ae
Insurance Programs
Course Content
Programs Page
1 Life Insurance and Personal accidents 7
2 Islamic Insurance (Takaful) 8
3 Property Insurance & General Accidents 9
4 Marine Insurance 10
5 Insurance Risk Management 11
6 Liabilities 12
7 Motor Insurance 13
8 Underwriting Principles & Practices 14
9 Medical and Health Insurance 15
10 Claim Management - Basic 16
11 Reinsurance 17
12 Engineering Insurance 18
13 Fire Insurance 19
14 Introduction to Insurance & Documentation 20
15 Claim Management - Advanced New 21
Index
2013
06
9. www.eibfs.ae
Life Insurance and Personal Accidents Insurance
OBJECTIVES:
• To understand the need and scope of life insurance
• To appreciate the various types of insurance policies suiting different types of customers
CONTENTS:
• Fundamentals of life insurance
• Need for life insurance.
• Types of life insurance
• Buying and selling life insurance
• Maturity / death claim process
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry / involved in marketing of insurance products
DURATION:
3 Days
METHOD:
Lectures, exercises, case analysis
INSTRUCTORS:
EIBFS faculty and expertise from insurance industry.
Sharjah 17-19 Mar
Dubai 14-16 April
Abu Dhabi 17-19 Mar
Index
07
10. www.eibfs.ae
Islamic Insurance (Takaful)
OBJECTIVES:
To help the participants in understanding the concepts, challenges and opportunities in Takaful
insurance.
CONTENTS:
• Structures of Takaful insurance
• Market regulations
• Family Takaful windows
• Infrastructure of family Takaful
• Recommendation of Takaful task force
• Market potential & challenges
PARTICIPATION REQUIREMENTS:
Officers and managers in insurance companies who is dealing with Takaful insurance products
DURATION:
4 Days
METHOD:
Lectures, case analysis, group discussions and interactive sessions
INSTRUCTORS:
Senior level insurance executives with exposure into Islamic insurance
Sharjah 7-10 Apr
Dubai 6-9 Oct
Abu Dhabi 19-22 May
Index
08
11. www.eibfs.ae
Property Insurance and General Accidents
OBJECTIVES:
To understand the concepts of property insurance with due emphasis on average clause and right
of subrogation
CONTENTS:
• Different types of policies
• Various packages
• Beneficiaries under various category
• Average clause & right of subrogation
• Underwriting
• Settlement of claims
• Renewals
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry
DURATION:
3 Days
METHOD:
Lectures, exercises, case analysis
INSTRUCTORS:
EIBFS faculty and senior executives from insurance industry
Sharjah 10-12 Mar
Dubai 13-15 Oct
Abu Dhabi 10-12 Mar
Index
09
12. www.eibfs.ae
Marine Insurance
OBJECTIVES:
To help the participants to appreciate the necessity for marine insurance in terms of present trade
practices, thereby helping them to understand various risks, losses and claim handling process.
CONTENTS:
• Need and evolution of marine insurance.
• Various types of coverage.
• Hull & Cargo
• Importance of marine cargo insurance and relevance in Letter of Credit (Trade).
• Various risks covered under marine cargo insurance.
• Evolution of International Group of P & I clubs, their role and reinsurance.
• Marine insurance claims handling process and various types of losses.
PARTICIPATION REQUIREMENTS:
Officers and Managers in insurance companies and those involved in cross selling of general
insurance products.
DURATION:
3 Days
METHOD:
Lectures, case analysis, group discussions and interactive sessions
INSTRUCTORS:
EIBFS faculty and senior level insurance trainers
Dubai 17-19 Mar
Abu Dhabi 23-25 Jun
Index
10
13. www.eibfs.ae
Insurance Risk Management
OBJECTIVES:
To appreciate the risk involved in insurance business and steps taken to mitigate the same
CONTENTS:
• Various risk involved in insurance
• The UAE laws governing insurance industry
• Rights and duties of the insured and the insurer
• Various risk mitigation techniques
• Underwriting
• Reinsurance
• Claim settlement process
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry / involved in marketing of insurance products
DURATION:
3 Days
METHOD:
Lectures, exercises, case analysis
INSTRUCTORS:
EIBFS faculty and senior executives from insurance industry
Sharjah 10-12 Nov
Dubai 5-7 May
Abu Dhabi 5-7 May
Index
11
14. www.eibfs.ae
Liabilities
OBJECTIVES:
To discuss the need and scope of liabilities insurance
CONTENTS:
• Overview of liability insurance
• Public, product and employer’s liability
• Property and liability risk management
• Relevant laws governing public liability
• Determining liabilities and settlement of claims
PARTICIPATION REQUIREMENTS:
Middle level executives or officers working in insurance industry with at least one year’s experience
DURATION:
3 Days
METHOD:
Illustrations, practice sessions, presentations
INSTRUCTORS:
EIBFS faculty or experts specialized in insurance
Sharjah 26-28 May
Dubai 24-26 Nov
Abu Dhabi 26-28 May
Index
12
15. www.eibfs.ae
Motor Insurance
OBJECTIVES:
To understand the need and scope of motor insurance and the functional aspects governing the same
CONTENTS:
• Purpose of motor insurance
• Rights and obligations of both the insurer and the insured
• Fleet Management
• Premium calculation and no claim discount
• Underwriting and endorsements
• Renewals / claim process
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry
DURATION:
3 Days
METHOD:
Lectures, exercises, case analysis
INSTRUCTORS:
EIBFS faculty and senior executives from insurance industry
Sharjah 24-26 Mar
Dubai 22-24 Sept
Fujairah 17-19 Nov
Al Ain 27-29 Oct
Abu Dhabi 24-26 Mar
Index
13
16. www.eibfs.ae
Underwriting Principles & Practices
OBJECTIVES:
To identify the risk and deciding whether to accept or not accept, and appropriate pricing of the same,
if accepted.
CONTENTS:
• Need and importance of underwriting in insurance industry
• Principle of underwriting
• Identification of risks associated with various types of insurance products
• Process of underwriting
• Pricing of the product
• External and internal underwriting
PARTICIPATION REQUIREMENTS:
Middle and senior level executives working in insurance industry with a minimum experience of 3 years
DURATION:
3 Days
METHOD:
Lectures, exercises, presentations
INSTRUCTORS:
EIBFS faculty and senior executives from insurance industry.
Sharjah 31 Mar-2 Apr
Dubai 15-17 Sept
Abu Dhabi 31 Mar-2 Apr
Index
14
17. www.eibfs.ae
Medical and Health Insurance
OBJECTIVES:
To understand the benefits of medical insurance and various aspects related to it
CONTENTS:
• Benefits of medical & health insurance
• Various types of policies, exclusions and geographical scope
• Co-insurance and network of medical practitioner
• Underwriting
• Data protection & access to medical records
• Claim settlement, renewals and cancelations
PARTICIPATION REQUIREMENTS:
Staff working in general insurance involved in distribution of insurance products
DURATION:
3 Days
METHOD:
Lectures, exercises, case analysis
INSTRUCTORS:
EIBFS faculty and senior executives from insurance industry
Sharjah 20-22 Oct
Dubai 10-12 Mar
Al Ain 9-11 Jun
Abu Dhabi 20-22 Oct
RAK 17-19 Nov
Index
15
18. www.eibfs.ae
Claim Management- Basic
OBJECTIVES:
To understand and appreciate process, techniques and managing claims
CONTENTS:
• Claim management & philosophy
• Claim negotiations ( tools to effective negotiation)
• Claim quality versus claim expectations
• Principles and practice in claim handling
PARTICIPATION REQUIREMENTS:
All employees dealing with claims
DURATION:
2 Days
METHOD:
Lectures & case studies
INSTRUCTORS:
EIBFS faculty and expert from insurance industry
Sharjah 14-15 Apr
Abu Dhabi 14-15 Apr
Index
16
19. www.eibfs.ae
Reinsurance
OBJECTIVES:
To understand the principles of reinsurance used as a hedging tool by the insurance companies against
risk undertaken by them
CONTENTS:
• Concept of reinsurance
• Role of reinsurance
• Different types of reinsurance
• Reinsurance treaties
• Retention and cessation of risk
PARTICIPATION REQUIREMENTS:
Middle and senior level executives working in insurance industry with a minimum experience of 3 years
DURATION:
3 Days
METHOD:
Lectures, exercises & case analysis
INSTRUCTORS:
EIBFS faculty and senior executives from the insurance industry
Sharjah 29 Sept-1 Oct
Dubai 12-14 May
Abu Dhabi 29 Sept-1 Oct
Index
17
20. www.eibfs.ae
Engineering Insurance
OBJECTIVES:
To understand the concepts and operational areas related to engineering insurance
CONTENTS:
• Engineering insurance – history and operatives
• Classification of Engineering Insurance as subject matter and insurance period
• Third party liability
• Risk evaluation and underwriting
• Maintenance of insurance cover
• Renewals and claims process
PARTICIPATION REQUIREMENTS:
Staff working in general insurance involved in distribution of insurance products
DURATION:
3 Days
METHOD:
Lectures, exercises, case study, case analysis
INSTRUCTORS:
EIBFS faculty and corporate trainer from insurance industry
Sharjah 16-18 Jun
Dubai 10-12 Nov
Abu Dhabi 16-18 Jun
Index
18
21. www.eibfs.ae
Fire Insurance
OBJECTIVES:
To understand the concepts of fire risk and fire insurance and the processes
CONTENTS:
• Fire & special perils policy
• Nature of fire & loss prevention
• Various types of fire risks and combat techniques
• Concepts and various types of fire insurance
• Legal principles and fire insurance contracts
• Fire risk evaluation and underwriting
• Average clause and right to subrogation
• Claims and renewals
PARTICIPATION REQUIREMENTS:
Staff working in general insurance involved in distribution of insurance products
DURATION:
3 Days
METHOD:
Lectures, case analysis, group discussions and interactive sessions
INSTRUCTORS:
Senior level insurance executives with exposure into fire insurance
Sharjah 9-11 Jun
Dubai 17-19 Nov
Abu Dhabi 9-11 Jun
Index
19
22. www.eibfs.ae
Introduction to Insurance & Documentation
OBJECTIVES:
To know the fundamentals of insurance and the types of insurance
CONTENTS:
• The nature and main features of risk and insurance
• The nature and main features of insurance
• The structure and main features of the insurance market
• Insurance Fundamental Principles
• Main classe of Insurance
PARTICIPATION REQUIREMENTS:
Newly appointed staff
DURATION:
4 Days
METHOD:
Lectures, case analysis, group discussions and interactive sessions
INSTRUCTORS:
Senior level Insurance Executives
Sharjah 21-24 Apr
Dubai 20-23 Oct
Abu Dhabi 21-24 Apr
Index
20
23. www.eibfs.ae
Claim Management - Advanced New
OBJECTIVES:
This course is to enhancing the knowledge base of participants to help them run claim services efficiently and
to the settle claims fairly to the satisfaction of the insured. This course is designed for those who want to
seek higher positions in claims department.
CONTENTS:
• The Claims Scenario
• Claims Service Management Practices
• Claim Management practices
• Technical Issues in Claims Management
• Cost Control strategies in Claims Management
• Detecting and handling Frauds in Insurance claims
PARTICIPATION REQUIREMENTS:
This program is intended for participants with at least an intermediate level of English.
DURATION:
3 Days
METHOD:
Presentations, discussions, class work and role-plays
INSTRUCTORS:
Sharjah 12-13 May
Dubai 27-28 Oct
Abu Dhabi 12-13 May
Index
21
24. www.eibfs.ae
Management Programs
Course Content
Programs Page
1 Interpersonal Skills 23
2 Customer Relationship Management 24
3 Stress Management 25
4 Break Through Customer Service 26
5 Insurance Marketing 27
6 Business Etiquette 28
7 Team Building 29
8 Emotional Intelligence 30
9 Selling Insurance Products 31
10 Creative Thinking and Problem Solving 32
11 After - Sales Service 33
12 Negotiation Skills 34
13 Effective Leadership Skills 35
14 Telephone skills 36
15 Performance Management 37
16 Time Management 38
17 Effective communication Techniques 39
18 Training Needs Analysis New 40
19 Total Quality Management New 41
Index
2013
22
25. www.eibfs.ae
Interpersonal Skills
OBJECTIVES:
• To offer insights to the various factors determining the inter personal Relationships and its
effects on building relationships and behavior
• To effectively improve the communication skills with different types of people
CONTENTS:
• Need for maintaining interpersonal relationship
• Factors that determine interpersonal relationships
• Improving the skills of improving interpersonal relationship
• Effective communication
PARTICIPATION REQUIREMENTS:
Junior and middle level executives working in insurance industry
DURATION:
2 Days
METHOD:
Lectures, exercises, role plays
INSTRUCTORS:
EIBFS faculty
Dubai 13-14 Mar
Abu Dhabi 13-14 Mar
Index
23
26. www.eibfs.ae
Customer Relationship Management
OBJECTIVES:
Training and tips for those involved in setting corporate strategy and acquiring, developing, valuing
and managing customer effectively
CONTENTS:
• Setting corporate strategy
• Acquiring, developing, valuing and managing customers effectively
• What is CRM
• Drivers for CRM
• Framework for CRM
• Differing CRM themes and start points
• Different roles playing in CRM programs
• Planning a CRM program
• Implementing CRM program
PARTICIPATION REQUIREMENTS:
Middle to senior management in the insurance industry
DURATION:
2 Days
METHOD:
Lectures, case analysis, group discussions
INSTRUCTORS:
Experts specialized in HR management & leadership
Dubai 11-12 Sept
Abu Dhabi 15-16 Sept
Index
24
27. www.eibfs.ae
Stress Management
OBJECTIVES:
Stress occurs for a host of different reasons. This program begins with an examination of the causes
of stress, a brief history of stress study, and a self diagnostic tool with which participants will
pinpoint their biggest stressors: time management issues, communication with co-workers etc
CONTENTS:
At this program’s conclusion, the participants should be able to:
• Understand the study of stress and its impact
• List tactics for successful time management
• Explain how to prioritize and determine what is really important
• Demonstrate techniques for interacting with difficult people
• Employ physical and mental techniques for copying with stress
• Create reachable goals
• Begin implementing goals created during the session
• Stress in your organization
• Aviation : introduction to documentation
PARTICIPATION REQUIREMENTS:
All staff working in insurance industry
DURATION:
2 Days
METHOD:
Lectures, case analysis, group discussions
INSTRUCTORS:
Experts specialized in HR management & leadership
Sharjah 27-28 Feb
Dubai 30-31 Oct
Abu Dhabi 8-9 May
Index
25
28. www.eibfs.ae
Break Through Customer Service
OBJECTIVES:
To provide participants concepts and practice exercises of quality customer service delivery in the
insurance concept
CONTENTS:
• Understanding the nature of insurance industry
• Appreciating the customer need and expectations
• The customer service experience cycle
• Having a customer service mindset
• Valuing the internal customer
• Quality service – what is in it for you
• How to handle customer complaints
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry dealing with customers
DURATION:
2 Days
METHOD:
Illustrations, practice sessions, presentations, role plays
INSTRUCTORS:
EIBFS Faculty or Experts
Sharjah 13-14 Mar
Dubai 13-14 Nov
Fujairah 22-23 Sept
Al Ain 19-20 May
Abu Dhabi 13-14 Nov
Index
26
29. www.eibfs.ae
Insurance Marketing
OBJECTIVES:
To understand the significance of marketing and marketing planning to the effectiveness of the
insurance industry and also to apply knowledge and skills to practical situations
CONTENTS:
• The role of marketing
• Theory of marketing
• Development a marketing strategy
• Marketing data
• Branding
• Communication
• Distribution and service delivery
• Marketing program administration
• Key issues in international marketing
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry / involved in marketing of insurance products
DURATION:
2 Days
METHOD:
Lectures, case analysis, group discussions
INSTRUCTORS:
Senior level insurance executives
Sharjah 20-21 Mar
Abu Dhabi 20-21 Mar
Index
27
30. www.eibfs.ae
Business Etiquette
OBJECTIVES:
• To learn the hidden value – and priceless potential – of image, etiquette and protocol and how they can make
a difference in business.
• To change the employees into a team of skilled professionals promoting your company with precision and style.
CONTENTS:
• Networking for Success
• Dress code and professional attire
• Common faux pas for men and women at their professional attire
• Business etiquette global rules for a positive first impression
• Professionalism and a philosophy of life
• Business etiquette as a life attitude
• Types of business receptions
• Dress code upon business social events
PARTICIPATION REQUIREMENTS:
Bank employees who required this program
DURATION:
2 Days
METHOD:
Lecturer, Group discussion and films
Dubai 9-10 June
Abu Dhabi 9-10 June
Index
28
31. www.eibfs.ae
Team Building
OBJECTIVES:
To offer insights into the behavioral process through which teams evolve in business organizations
and the specific behavioral initiative by the members that fortify the team
CONTENTS:
• Defining ‘Teamness’ in terms of organizational beliefs, norms, values and behavior
• Measuring the level of ‘Teamness’
• Building blocks: consensus generating techniques
• Equality / non equality in a team: understanding the paradox
• Perceiving the unity organization and the self
• Institutionalising the team building dynamic
PARTICIPATION REQUIREMENTS:
Insurance staff at any level with at least one year’s experience
DURATION:
2 Days
METHOD:
Lectures, games, exercises, discussion and videos
INSTRUCTORS:
EIBFS faculty
Sharjah 22-23 Sept
Abu Dhabi 22-23 Sept
Index
29
32. www.eibfs.ae
Emotional Intelligence
OBJECTIVES:
Learning tools and techniques to improve your emotional awareness and your ability to manage
feeling – your and other peoples
CONTENTS:
• Self awareness
• Emotion management
• Self motivation
• Relationship management
• Emotion coaching
• Developing your emotional intelligence
• Assessing and developing your emotional intelligence
• Developing an emotional intelligent organization
• Renewals
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry
DURATION:
2 Days
METHOD:
Lectures, exercises, games and group discussion
INSTRUCTORS:
EIBFS faculty
Dubai 12-13 Jun
Abu Dhabi 12-13 Jun
Index
30
33. www.eibfs.ae
Selling Insurance Products
OBJECTIVES:
Skills to empower the insurance agents
CONTENTS:
• Concept of selling
• Priorities
• Creating unique selling propositions
• Elements for unique selling propositions
• Various stages of a sale
• How to achieve sales goal
• Case studies
PARTICIPATION REQUIREMENTS:
Staff working in insurance industry involved in selling of insurance products
DURATION:
2 Days
METHOD:
Lectures, exercises, role plays, presentations
INSTRUCTORS:
EIBFS faculty
Sharjah 30-31 Oct
Abu Dhabi 30-31 Oct
Index
31
34. www.eibfs.ae
Creative Thinking and Problem Solving
OBJECTIVES:
• Identify and define problems more effectively
• Understand the different stages of problem solving
• How to confront problems rationally and systematically resolve crisis
• Learn how to break down touchy situation into component parts which can easily be dealt with.
CONTENTS:
• Creative thinking and enhancement techniques
• Creativity & leadership
• Problem solving and decision making relationship
• The art of problem solving process
• Hindrances of effective problem solving
• Devising solutions & problem solving techniques
PARTICIPATION REQUIREMENTS:
Employees working in insurance sector who require this program
DURATION:
2 Days
METHOD:
Group discussions, individual, paired and small group exercise, practical sessions with audio visual aids
INSTRUCTORS:
Experts specialized in HRM and Leadership
Sharjah 12-13 Jun
Abu Dhabi 12-13 Jun
Index
32
35. www.eibfs.ae
After – Sales Service
OBJECTIVES:
To understand and appreciate customer expectations and importance of after sales service in insurance
industry
CONTENTS:
• High level map of sales process
• Clear understanding of post sales
• Management of expectations
• Time management & communication
• Cross selling
• Renewal and expiry of policies
PARTICIPATION REQUIREMENTS:
All employees working in insurance sector who are involved in marketing & policy servicing department
DURATION:
2 Days
METHOD:
Lectures, case studies, video and illustrations
INSTRUCTORS:
EIBFS faculty and senior executives from insurance industry
Dubai 22-23 May
Abu Dhabi 22-23 May
Index
33
36. www.eibfs.ae
Negotiation Skills
OBJECTIVES:
To understand and appreciate the nature, process, techniques and planning of negotiation.
CONTENTS:
• Defining negotiation
• Planning & preparing for negotiation
• Communication in negotiation
• Negotiation Strategies
• Tactics & counter tactics
• Negotiating across culture
• Stages of negotiation
PARTICIPATION REQUIREMENTS:
All employees working in insurance sector
DURATION:
2 Days
METHOD:
Lectures, case studies and role play
INSTRUCTORS:
EIBFS faculty and expertise from insurance industry.
Sharjah 6-7 Oct
Dubai 20-21Mar
Abu Dhabi 20-21 Mar
Index
34
37. www.eibfs.ae
Effective Leadership Skills
OBJECTIVES:
This program pushes each and every delegate to gain an understanding of themselves and to
stretch the boundaries of their managerial capability. This is the one essential quality that anyone
in any position of leadership must develop
CONTENTS:
• Understanding good leadership behaviors
• Learning the difference between leadership and management
• Defining qualities and strength
• Polishing interpersonal skills and communication skills
• Learning about commitment and effectiveness
• Making key decision
• Stress management
• Empowering , motivating and inspiring others
• Leading by examples
PARTICIPATION REQUIREMENTS:
Middle to senior management
DURATION:
2 Days
METHOD:
Lectures, case studies, video and experiential learning
INSTRUCTORS:
Experts specialised in HR management and leadership
Sharjah 3-4 Apr
Abu Dhabi 3-4 Apr
Index
35
38. www.eibfs.ae
Telephone Skills
OBJECTIVES:
To develop the skill of effectively using the telephone to enhance the image among the customers
CONTENTS:
• Communication skills
• Listening skills
• Building customer relationship
• Telephone language and skills
• Follow up
PARTICIPATION REQUIREMENTS:
All employees working in insurance sector who wish to improve their skills in using the telephone effectively
DURATION:
2 Days
METHOD:
Lectures, presentations and role play
INSTRUCTORS:
Experts specialized in HR management and leadership
Dubai 10-11 Apr
Abu Dhabi 10-11 Apr
Index
36
39. www.eibfs.ae
Performance Management
OBJECTIVES:
• To update the knowledge of modern day’s managers about the latest management thinking on performance
• To sharpen the skills of supervisors in assessing the performance of staff
• To develop appropriate attitude towards performance measurement and management
CONTENTS:
• Defining standards of performance, setting benchmarks
• Designing and installing effective performance measurement systems
• Conducting performance appraisal discussions
PARTICIPATION REQUIREMENTS:
All employees working in insurance sector
DURATION:
2 Days
METHOD:
Lecture, group discussion and case studies
INSTRUCTORS:
Experts specialized in HR management and leadership
Sharjah 19-20 May
Abu Dhabi 19-20 May
Index
37
40. www.eibfs.ae
Time Management
OBJECTIVES:
• To develop the skill of effective time management for the participants
• Maximize their use of time through proven scheduling techniques
• Delegate more effectively
• Recognize and overcome time stealers
CONTENTS:
• Time as a resource
• Time stealers
• Analyzing your use of time
• Planning & objective setting
• Time management strategies
PARTICIPATION REQUIREMENTS:
All employees working in insurance sector who wish to improve their skills and technique to effectively
manage their time
DURATION:
3 Days
METHOD:
• A series of lectures, films and practical exercise to enable participants to:
• Keep and analyze detailed log of their time use over a two weeks period
• Write specific key result areas, performance standards and short term targets for their own jobs
• Feel the benefit of using time management techniques
INSTRUCTORS:
Experts specialized in HR management and leadership
Sharjah 17-18 Apr
Abu Dhabi 17-18 Apr
Index
38
41. www.eibfs.ae
Effective Communication Techniques
OBJECTIVES:
This course is for those people who want to understand how to communicate more effectively
with their customers, their staff, their colleagues, and their bosses.
CONTENTS:
• Elements of Our Communication with Others
• Using Different Communication Windows
• Identifying Communication Styles
• Characteristics of Effective Communicators
• Communicating within Teams
• Organizational Communication
• Communication Styles in Different Team Stages
PARTICIPATION REQUIREMENTS:
Junior and middle level executives working in insurance industry
DURATION:
2 Days
METHOD:
Lectures, exercises, role plays
INSTRUCTORS:
EIBFS faculty
Sharjah 27-28 Mar
Dubai 25-26 Sept
Al Ain 6-7 Oct
Abu Dhabi 25-26 Sept
RAK 5-6 May
Index
39
42. www.eibfs.ae
Training Needs Analysis New
OBJECTIVES:
This program will equip participants with a needs-analysis approach that is realistic in today's financial
climate. It shows you how to apply a highly effective procedure for determining whether or not training is the
solution to a job performance problem. Participants will return to their jobs with key skills and confidence to
gain acceptance and recognition for their training recommendations to management.
CONTENTS:
• �Determine organizational, departmental and individual competencies
• �Plan a needs analysis system
• �Design questionnaires/surveys
• �Design interviews
• �Analyze job performance
• �Determine causes and solutions for job performance problems
• �Determine when (and when not) to train
• �Determine the cost-benefits of training
• �Write proposal
PARTICIPATION REQUIREMENTS:
Training analysts, senior instructors, and managers of training who have (or wish to have) input into
major decisions about training
DURATION:
2 Days
METHOD:
Lectures, group discussions, case studies, worksheets and experiential learning materials
INSTRUCTORS:
EIBFS faculty and expertise from insurance industry.
Dubai 21-22 Apr
Abu Dhabi 21-22 Apr
Index
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43. www.eibfs.ae
Total Quality Management New
OBJECTIVES:
It involves the understanding of the importance of TQM from human resources, assets and wealth
Management perspective. Therefore, TQM is an absolute necessity if an organization wishes to remain
Competitive and relevant, especially in today’s global competition for customers, market and global
Economy.
CONTENTS:
• �Define key concepts related to TQM
• �Identify the benefits of TQM
• �Identify the steps of the Total Quality Management TQM process cycle
• �Identify the tools used to measure the output of the process cycle
• �Identify the various facts of benchmarking
• �Involvement, Empowerment, and Commitment by management and all employees
• �Meeting customer requirements
• �Strive for Reducing development cycle times
• �Improvement through team effort
• �Reducing product and service costs
• �Systems to facilitate improvement
• �Line Management ownership
• �Recognition and celebration
• �Challenging quantified goals and benchmarking
• �Focus on processes / improvement plans.
PARTICIPATION REQUIREMENTS:
Supervisory-level employees
DURATION:
3 Days
METHOD:
Lectures, group discussions, case studies
INSTRUCTORS:
EIBFS faculty and expertise from insurance industry.
Dubai 15-17 May
Abu Dhabi 15-17 May
Index
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44. www.eibfs.ae
English Programs
Course Content
Programs Pages
1 English Language Skills Evening 43
2 Business Writing Evening 44
3 English Speaking Skills Evening 45
4 General Business Communication Evening 46
5 Report Writing Skills Evening 47
Index
2013
42
45. www.eibfs.ae
English Language Skills
OBJECTIVES:
• To assist trainees in reaching general english lower intermediate level, to correct common english language
errors in gulf english and to introduce spoken business english
• To train them in the use of english Language effectively in the context of a financial organization
CONTENTS:
• Revision of basic grammar structures
• Insurance English vocabulary
• Role plays to practice speaking and listening skills
• Reading& comprehension
• Planning & formatting emails
• Dealing with complaints
PARTICIPATION REQUIREMENTS:
This program is intended for those employed by insurance companies with an elementary to intermediate
level ability in the use of english
www.eibfs.ae
DURATION:
5 Days
METHOD:
Lectures, textbook, discussion and class work
INSTRUCTORS:
EIBFS faculty
Sharjah 10-14 Mar
Dubai 2-8 Jun
Abu Dhabi 14-18 Apr
Index
43
46. www.eibfs.ae
Business Writing
OBJECTIVES:
• Continuation of syllabus of general english
• To augment trainee’s english
• To familiarize trainees with more advanced language for the fields of insurance and business
CONTENTS:
• Reading, comprehension and vocabulary training at an advanced level
• Planning and formatting e-mail
• Internal & external correspondence
• Presentation practice
• Marketing communication
• Dealing with complaints
PARTICIPATION REQUIREMENTS:
This program is intended for those with a good level of english. They must have completed general
english course.
DURATION:
5 Days
METHOD:
Lectures, textbook, discussion and class work
INSTRUCTORS:
EIBFS faculty.
Sharjah 16-20 Jun
Dubai 6-10 Jun
Abu Dhabi 20-24 Oct
Index
44
47. www.eibfs.ae
English Speaking Skills
OBJECTIVES:
Improve trainees’ ability to participate in conversations in English.
CONTENTS:
• �Practicing general conversation tactics
• �Asking questions and making enquiries
• �Expressing opinions, likes and dislikes
• �Using language to discuss current affairs
• �Making small talk
• �Practicing listening and pronunciation
PARTICIPATION REQUIREMENTS:
This program is intended for participants with at least an intermediate level of English.
DURATION:
5 Days
METHOD:
Presentations, discussions, practical exercises, role plays, group/pair work, audio CDs and DVDs
INSTRUCTORS:
EIBFS faculty and expertise from insurance industry.
Sharjah 20-24 Oct
Dubai 24-28 Mar
Abu Dhabi 16-20 Jun
Index
45
48. www.eibfs.ae
General Business Communication
OBJECTIVES:
To introduce the fundamentals of good business communication.
CONTENTS:
• �Communication theory
• �Letters
• �Persuasive communication
• �Verbal communication skills
PARTICIPATION REQUIREMENTS:
This program is intended for those with a high level of English.
DURATION:
5 Days
METHOD:
Presentations, discussions, class work, activities, case studies
INSTRUCTORS:
EIBFS faculty and expertise from insurance industry.
Sharjah 7-11 Apr
Abu Dhabi 26-30 May
Index
46
49. www.eibfs.ae
Report Writing Skills
OBJECTIVES:
To train the trainees in writing reports in an insurance context.
CONTENTS:
• �Grammar and language of formal reports
• �Type and structure of reports
• �Presentation of data in various formats (graphs, figures, charts etc) within a report
• �Writing and editing reports
• �Minutes of meetings
PARTICIPATION REQUIREMENTS:
This program is intended for participants with at least an intermediate level of English.
DURATION:
3 Days
METHOD:
Presentations, discussions, class work, role-plays, group/pair work
INSTRUCTORS:
EIBFS faculty and expertise from insurance industry.
Sharjah 17-19 Nov
Dubai 5-7 May
Abu Dhabi 17-19 Nov
Index
47
50. www.eibfs.ae
Administration Policies
TRAINING HOURS AND ATTENDANCE
You are required to attend regularly and to be punctual.
Our Training programs are either conducted:
Morning: 8:30- 13:30
Evening: 17:30 - 21:00
Kindly show up 20 minutes earlier for registration. If you are unable to attend or will be late, please notify the
training department situated in the second floor in the B building. Attendance reports will be sent to insurance
companies and certificates will not be issued to those who absent themselves for more than 20% of the total
duration of the course.
LIBRARY RESOURCES
The library is located on the ground floor building A and the participants are encouraged to make full use of this
facility for a membership at a nominal fee. In addition to normal working hours, the library is also open in the evening
from 5.00pm to 9.00pm.
For more information please contact the librarian on +971 6 5987 109.
CAFETERIA FACILITIES
The cafeteria is located on the second floor – building B and its staff are ready to help you. Please do not take food
or drink out of the cafeteria.
PRAYER ROOM
A Prayer Room is located on the ground floor of the building B for males and second floor of the building B for
females.
SMOKING IS FORBIDDEN
Smoking is hazardous and injurious to health and a cause of discomfort to your non smoking colleagues and staff.
Smoking in the institute is strictly forbidden.
MOBILES
To avoid disturbances during training, we request the participants kindly TURN OFF / Silent mode mobiles while in the
training room.
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