Personal Effectiveness

Editing and Proofreading for Professionals

Note: Booking for programmes can only take place once advertised to all staff.

Date: Thursday 7th November 2019

Duration: 09:30 - 17:00

Venue: North Wing Conference Room, Main Quad

Facilitator: Plain English Ireland


Finding mistakes in a report after it’s printed, or in a website after it’s uploaded, is the stuff of nightmares. We all know that business writing must be polished and professional at all times, but how do you ensure that readers will get the message that the writer intended? And how do you train your eye to spot errors or inconsistencies in grammar, spelling and punctuation?

This highly practical workshop-style course will give participants the tools and skills to edit a range of documents quickly and effectively. Whether you want to edit your own reports or you’re responsible for external documents (from newsletter articles and marketing materials to annual reports and web content), this course will give you the ability and confidence to succeed.


Topics covered include:

  • Role of an editor and proofreader
  • Setting standards: best practice
  • How to create strong documents, using language and layout
  • Common mistakes – learning to hear alarm bells
  • Editing checklist: clarity, brevity and humanity
  • Professional proofreaders’ marks
  • Editing strategies and practice

The course will be based on authentic UCC material.


On successful completion of this course participants will:

  • Understand how to create documents that are clear, concise, correct and readable
  • Be able to edit with a light touch and an open mind
  • Take away a comprehensive resource pack with editing/proofreading checklists

& have the skills to ensure documents will:

  • Communicate messages quickly and effectively
  • Respond to the needs of the target audience
  • Display a consistent and professional style
  • Communicate ideas and information in clear/plain English
  • Use a logical, user-friendly structure
  • Look accessible and easy to read
  • Contain no errors of grammar, punctuation, etc. 

Feedback from past participants includes:

"I found the programme very well presented and relevant to my work area. Overall, one of the best courses I have attended."

"Excellent course with a very good presenter who knows her material thoroughly."

Editing & Proofreading for Academic Purposes

Note: Booking for programmes can only take place once advertised to all staff.

Date: Tuesday 5th November 2019

Duration: 09:30 - 17:00

Venue: North Wing Conference Room

Facilitator: Plain English Ireland


Finding mistakes, clunky syntax or inconsistencies in a thesis, paper or article after it has been submitted is the stuff of nightmares. The ability to edit and proofread your own work is an essential skill for anyone writing in an academic setting. 

This highly practical workshop aims to build participants’ skills so that you feel confident in your own ability to identify and correct errors – and to make your writing stronger and more effective. It also provides you with strategies and checklists to help you to edit and proofread more quickly and efficiently.


Topics covered include:

  • Defining editing and proofreading
  • Setting standards: best practice
  • How to create strong documents, using language and layout
  • Common mistakes in punctuation, grammar and syntax
  • Editing strategies
  • Proofreading tips
  • Practice (based on authentic UCC material submitted by participants)



On successful completion of this workshop, participants will:

  • Understand how to ensure documents are clear, correct and readable

Have the skills to ensure documents will:

  • Enhance their professional image
  • Communicate information effectively
  • Display a consistent and professional style
  • Look accessible and easy to read
  • Contain no errors of grammar, punctuation etc.
  • Take away a comprehensive resource pack with editing/proofreading checklists 

Feedback from past participants has included:

"Really enjoyed the day. Great presentor, style & content."
"Overall an excellent day & well worth the investment of time to save a future of headaches!"
"Excellent - the time flew & really enjoyed it."
"Having the opportunity to indivdiually discuss work with facilitator was very beneficial."

Minute Taking

Note: Booking for programmes can only take place once advertised to all staff.

Date: Wednesday 6th November 2019

Duration: 09:30 - 17:00

Venue: North Wing Conference Room

Facilitator: Plain English Ireland


Do you need to take concise minutes that accurately reflect the decisions taken and actions agreed at a meeting? Would you like to be confident that the notes you take and the minutes you write will create a valuable record of a meeting?

Discover the tricks of the trade on this highly practical workshop-style course. Learn about best practice, how to listen more effectively in a meeting and ways to get the message across quickly.

It covers the A to Z of minute taking, from writing an effective agenda and how to take notes in a meeting to identifying common errors of grammar, punctuation and use of English. The practical sessions include a guided role-play and a team quiz.


Learning Outcomes

On completion of this course, participants will be able to:

  • Ensure minutes are a clear, concise, accurate record of a meeting
  • Understand the role and responsibilities of the minute-taker
  • Create an efficient structure and layout
  • Listen more effectively – for salient points
  • Summarise information (and understand what to leave out)
  • Recognise errors and potential problem areas
  • Incorporate useful phrases
  • Edit and proofread minutes


Course Style

Practice is vital and guided role play will ensure participants experience every stage of the meeting/minute-taking process. Participants are also encouraged to share expertise, challenges and solutions with colleagues. 

Feedback from past participants includes:

  • "Excellent course delivery - very useful & enjoyable."
  • "The concept of 'one sentence - one thought' is really practical."
  • "The programme has given me the tools which I can use to improve my own minute taking straight away."

The UCC Effective Employee Programme

Participant Group: All Staff

Facilitators: Staff Wellbeing & Development & HR Business Managers

The Effective Employee Digital Badge

Individuals who attend at least 6 Effective Employee workshops within an 18 month period & complete a short reflective statement (600-word limit) will be awarded The Effective Employee Digital Badge. The reflective statement should discuss the learnings which the participant has taken away from the workshops & applied to their own work practice. Reflective statements should be returned to This badge recognises the personal and professional development journey taken by UCC staff in focusing on personal effectiveness skills.

The current Effective Employee programme can be found here >> The Effective Employee 2020 Programme

Programme Overview

The Effective Employee programme consists of 2.5 hour sessions facilitated by Staff Wellbeing & Development & HR Managers. Taking place one Tuesday monthly, the sessions are designed to provide specific work-related knowledge, guidance & practical skills enhancement to staff members across UCC.  

The workshops cover a wide range of areas and aim to support UCC staff in working effectively in the University. Each month a new topic is explored.

The sessions provide support for UCC staff through the sharing of information, the provision of guidance and clarity together with the opportunity for skills and knowledge development. The programme also provides opportunities to network with colleagues across the university.


  • To explore tools and strategies required to effective manage yourself in order to get things done.
  • To explore assertive communication and the skills associated with being assertive.
  • To identify barriers to effective communication at work.
  • To review and practice the steps around preparing for a difficult conversation.
  • To review the six steps for managing yourself through change.
  • To explore your approach in handling difficult situations.
  • To recognise the roles that individuals play within teams and review your own personal team style.
  • To learn about your own influencing style.

To book a place on any one or number of The Effective Employee workshops, please email

Previous participant feedback has included the following: 

  • “Thank you very much for an excellent workshop on Tuesday last from which I derived great benefit!  I have developed a new network from this workshop and I have had a very fruitful conversation with my line manager in relation to opportunities for developing my role”. 
  • “Thank you for the very useful session which I feel had a very positive impact and will assist me in my day to day work”.

Contact: Staff Wellbeing & Development, ext. 3591

Updated: August 2018

Identifying & Responding to Students in Distress

 NOTE: Booking for programmes will only take place once advertised to all staff. 

Participant Group: Staff who regularly deal with students

Dates: Wednesday 13th November and Wednesday 20th November 2019

Venue: North Wing Conference Room, Main Quad

Duration: Two half-day workshops, running from 09:30 - 13:00 each day

Presenter: Marian Browne, Student Counselling & Development UCC

Two Part Session

*Attendance at part one is essential for participation in part two of Identifying and Responding to At-Risk Students


College staff who are in daily contact with students are very often the first to encounter distressed or at-risk students. As such they are uniquely positioned to play a key role in referring at-risk students to mental health professionals when needed: these situations require staff to step outside their typical role within the University.

This two-part workshop is designed to equip frontline college staff with the knowledge and communication skills needed to respond effectively to vulnerable students. 

The following areas will be covered over the course of the two workshops: 


Part One: Identifying and Responding to Distressed Students

  • The Nature of Student Distress
  • Information on Resources available within UCC
  • Identifying Distressed Students
  • Communicating Effectively
  • Role of Staff/ Boundaries
  • Confidentiality
  • Role Play: Encountering a Distressed Student 


Part Two: Identifying and Responding to At Risk Students

  • Overview of Risk
  • Distress or Risk?
  • Risk factors, Warning signs, Protective Factors
  • Communicating with At Risk Students
  • Myths about Suicide
  • Unhelpful Responses
  • Referral Process
  • Your Role: Boundaries, Confidentiality
  • Self-Care for Staff
  • Role Play: Encountering an At Risk Student 



Feedback from past participants includes:

  • All aspects of the course were useful, informative and very interesting
  • I felt empowered after attending this course
  • There was space for discussion which is important in this course and it was accommodated appropriately

January 2019

Effective Presentation Skills

Note: Booking for programmes can only take place once advertised to all staff.

Participant Group: All Staff

Dates: TBC

Duration: 09:30 - 16:30 

Venue: Kane G07

Presenter: Anne Gannon, Human Resources

Overview: This one day workshop is aimed at staff new to making presentations who are wishing to develop effective presentation skills.  The workshop will also provide an an opportunity for participants to practice their presentation skills. 

Learning outcomes:

The following topics are covered in the workshop:

  • Delivering effective presentations - what's involved
  • Understanding your audience
  • Structuring your presentation
  • Managing content
  • Communicating your message
  • Managing your nerves
  • Handling questions and challenges


"I really enjoyed the day. Great presenter, very useful handouts and well researched."

"To be recommended -- very useful & practical."

Introduction to Project Management

Note: Booking for programmes can only take place once advertised to all staff.

Participant Group: All UCC Staff

Dates: Tues 14 January 2020 or Weds 15 January 2020 (1-day workshop)

Duration: 1 day (09:30 - 17:00)

Venue: North Wing Conference Room

Facilitator: Fistral Training & Consultancy


An introduction to the process of managing projects and the tools to assist in planning and tracking progress; this course is intended to be immediately applicable to planning and managing academic and research projects as well as commercial projects. It covers the theory and principles of project management within the context of the Project Management Institute.


• Learn the basics of the project planning process and receive a set of checklists and guidelines that you can use immediately on any project

• Appreciate the fundamental principles of a well-led and well directed project, such as identifying and scheduling tasks, activities, milestones and understanding and managing stakeholders

• Be aware of the critical factors that will influence whether a project will be successful or not, including identifying and managing risk

• Use practical, group-based exercises to reinforce and enhance the skills learned

• Create work breakdown structures, network diagrams, critical path analysis, Gantt charts and other techniques that ensure robust project control


Feedback from past particpants includes:

  •  A fantastic introducton to the prinicples of project management
  •  A very good interactive session
  • Great, interative, engaging

Certified Associate in Project Management (CAPM)

Participant Group: Staff who have completed Introduction to Project Management training

Duration: 3 full days (09:30 – 17:00)

Dates: Weds 8th April, Thurs 19 April & Thurs 14 May 2020

Venues: North Wing Conference Room (April dates) | Boole Library Boardroom (May 14)

Facilitator:  Fistral Training & Consultancy

Cost per participant: Total cost approx. €470 i.e. €200 (3 day programme) & €270 (exam cost).

Note: In order to register, a number of criteria must be met -

1.       You must have previously completed the 1 day ‘Introduction to Project Management’ with Fistral Training. 

2.       You must be available to attend fully on all three dates.  (The exam date will be notified at a later stage)

3.       You must get pre-approval from your manager.

4.       You must provide the relevant unit cost code. 

This certified Project Management training is open only to those who've already completed Fistral's Introdction to Project Management training in UCC. The 3 day session consists of Project Risk Management (8 April), Advanced Project Management (9 April) & CAPM Exam Preparation (14 May).

The CAPM qualification is awarded by the Project Management Institute & is a highly sought after & valuable professional qualification. More details can be found on the PMI website.

Course Content:

1. Intermediate Project Management

A more in-depth and hands-on experience of Project Management, where delegates practice and integrate previous project management training and techniques. This event uses applied learning to further embed project management skills and knowledge in reference to the Project Management Institute.

During this 1-day course, participants will:

  • Follow a case study from initial conception through to full project initiation and implementation using practical, group-based exercises to apply learning to ‘real world’ situations and requests
  • Practice more advanced work breakdown structures, network diagrams, critical path analysis, Gantt charts and other techniques that ensure robust project control
  • Demonstrate planning a project from initiation to completion
  • Manage and adapt the plan to meet challenging requests in terms of scope creep, resource change, change requests, and cost/budget challenges
  • Understand the impact of human “utility” on project planning and management  
  • Learn techniques to identify risks, quantitatively and qualitatively assess probability and impact, and undertake a proactive, detailed risk analysis
  • Be able to calculate and justify EMV and project contingency


2. Advanced Project Management 

The delegate will be introduced to tried and tested management techniques for dealing with complex and ill-defined projects. This course, in complement to previous PM sessions, focuses on the remaining material needed for the CAPM exam as well as introducing new advanced techniques and concepts.
During this 1-day course, participants will:

  • Learn about initiating complex projects and programmes including reconciling stakeholder priorities and constituting the project board
  • Prioritise multiple projects, establish the project slate and calculate the cost of changed priorities
  • Be aware of phased project delivery, distinguish needs and wants and avoiding "gold plating"
  • Understand establishing a project office, defining function and responsibility, recruiting appropriate staff and identifying training and certification needs
  • Explore how to manage change effectively in a project environment
  • Learn effective work allocation including scheduling multiple tasks and Goldratt's Theory of Constraints
  • Learn to employ Earned Value Analysis (EVA), calculating CV, SV, CPI, SPI, and predicting likely outcomes
  • Appreciate ethics and professionalism in projects and the need to comply with rigorous standards of behaviour


3. CAPM Exam Preparation 

This course provides revision of the project management tools and techniques necessary to pass the CAPM examination. It will touch on the necessary background theory required for the exam, however it will focus on the techniques required to score highly in the 150 multiple choice question format. The student will gain valuable skills in answering CAPM-style questions by experiencing sample exams. Pre-course revision of chapters 1-3 of the Guide to the Project Management Body of Knowledge (PMBOK) is strongly encouraged.

During this 1-day course, participants will:

  • Understand the structure of the PMBOK Guide including the 5 Process Groups, the 10 Knowledge Areas, the 47 Processes and the relationships between them
  • Learn the importance of the Initiating and Closing Processes
  • Be aware of the iterative nature of the Planning, Executing and Monitoring & Controlling Processes
  • Learn techniques to easily solve the guaranteed Earned Value questions
  • Cover the PMI terminology required to pass the exam
  • Sit three sample examinations
  • Complete a computer-based sample exam
  • Learn when and how to schedule Final Exam, exam format, and tips for “on the day”

Lean Yellow Belt Training


Participant Group: All UCC Staff

Dates: TBC

Duration: 2 days (09:00 - 17:00)

Venue: North Wing Conference Room

Facilitator:  Joe O’Callaghan, Leading Edge Group

NOTE: Booking for programmes will only take place once advertised to all staff.


The programme provides participants with an overview of the basic principles of Lean thinking and outlines the essential Lean tools and practices that can be applied within the University to increase service efficiency and quality, improve student/staff/customer satisfaction and reduce waste. It aims to create not only a basic level of Lean awareness, but an understanding of the benefits than can be achieved by following Lean best practice. This program is typically delivered to staff who are/will be actively involved in teams deployed to implement Lean.


Cost per participant: Total cost approx. c. €150  (Please provide relevant cost centre on registration)


If your circumstances change and you will no longer be available to attend, please advise at your earliest convenience as a waiting list will be maintained for this progamme.


Feedback from previous particpants includes:

  • I got a solid grounding on how to apply Lean principles and would be confident in transposing this to my work environment
  • I definately achieved more than i thought
  • Teaching methods were excellent

January 2019


Working Effectively Across Cultures

Note: Booking for programmes can only take place once advertised to all staff. 

Date: Tues 24 Sept 2019

Duration: 10:00 - 13:00

Venue: Boole Library Seminar Room

Facilitator: Marie Therese Shortt, CulturePro

This workshop provides participants with an understanding of different cultural dimensions and communication styles that require attention – and often leads to conflict or miscommunication – when working in culturally diverse organisations/teams. As well as providing fundamental theoretical knowledge, it provides participants with frameworks, exercises and tools for better understanding cultural differences. Topics include social hierarchies, directness, behaviour & etiquette, and gender roles. Through a learner-centred approach, using visual material, group exercises and role play, participants are provided with tools and frameworks to increase their cultural awareness and help them better understand and respond to colleagues of different cultural backgrounds. 

Learning Outcomes

  • Have a basic competency in cultural awareness and cultural differences
  • Have an insight into theories and tools to become culturally competent
  • Understand how to reduce intercultural misunderstanding and improve cross-cultural working relationships

Unconscious Bias Awareness

Note: Booking for programmes can only take place once advertised to all staff.

Participant Group: All UCC Staff

Dates: Weds 22 January 2020

Venues: North Wing Conference Room 

Duration: 14:30 - 17:00

Facilitators: Anne Gannon & Mary Horgan, Human Resources 

Unconscious biases play a role in our day to day decision making, even though we are often completely unaware of their influence. Our biases are often informed by our own backgrounds, experiences, & cultural environments. This Unconscious Bias Awareness workshop looks at: 

  • Diversity & Inclusion
  • The nature of unconscious bias
  • How it works including affinity, confirmation bias & group think
  • The impact of unconscious bias 
  • Strategies & tips for managing unconscious bias

Feedback from previous participants:

  • Very interesting and engaging
  • Excellent Session
  • Very enjoyable workshop
  • Very good and thought provoking


Developing Positive and Assertive Communication Skills

Date: Weds 4 December 2019

Times: 09:30 - 13:00

Venue: North Wing Conference Room

Facilitators: Anne Gannon, HR, & Brenda Nestor, UCC Careers Services

Taking a practical and involved approach, through discussion and various activities, this workshop will enable participants to both identify and practice the skills and approaches which enable assertive communication.

Topics covered include: recognising assertive behaviour, identifying the verbal and non-verbal messages that accompany assertive and other forms of communication,  exploring 10 assertiveness techniques as well as planning and delivering assertive communications.

Presentation Skills - Communicate your Message using Drama & Improvisation Techniques

NOTE: Booking for programmes will only take place once advertised to all staff.

Target Audience: All Staff. Participants will be asked to deliver a two minute talk on their area of work or research. 

Date: Wednesday 11th December 2019 

Times: 09:30 - 17:00

Venue: Food Science Building, 4.58 (Digital Humanities Lab)

Facilitators: Niamh Shaw & Simon Elliot, Connect 2 Communicate

What makes a great speaker?  Why do we engage with some people better than others? How can I explain what I do more effectively? 

This workshop helps you discover your natural charisma, allowing you to connect more spontaneously and directly with your audience.  This is key for talks and posters at conferences, pitching to industry and engaging the media or public.  Using improvisation, theatre skills and role-play we help you tell your research story, access your natural charisma whilst maintaining the integrity and content of your speech or presentation.   This is a full day workshop and is aimed at those who are new to employing improvisation and theatre skills in communications training. 

Feedback from previous participants:

  • "Niamh & Simon delivered an inspiring day of confidence building. They engaged the entire group with a positive atmosphere.  With their confidence, ease and skill they bonded the entire group"
  • "Approach was so different & I felt it was really effective"
  • "Brilliant training & amazing delivery"
  • “One of the best workshops I’ve attended”

About Connect 2 Communicate:

The C2C Academy takes an innovative approach towards helping researchers and academics find their voice and deliver their message.  In "Connect2Communicate" we explore ways to understand the audience, engage with their needs and involve them in the story.  Our training sessions therefore make use of techniques from theatre, performance and improvisation, with all participants encouraged to try out the exercises and experience what it is like to connect.  The style of learning is based on discussion, observation and being brave enough to fail. 

Updated: August 2019

Time Management

Note: Booking for programmes can only take place once advertised to all staff.

Participant Group: All UCC Staff

Dates: Fri 17 January 2020

Duration: 10:00 - 12:30

Venue: North Wing Conference Room, Main Quad

Facilitator: UCC Staff Wellbeing & Development


This popular workshop on Time Management will afford you the opportunity to review your own work practices and develop a personal improvement plan for more effective time management.

Participants in this workshop will develop skills to help: 

  • Explore tools and strategies required to effectively manage yourself in order to get things done
  • Examine ways of effectively managing interruptions
  • Develop strategies for effectively managing email communication
  • Develop a personal improvement plan for addressing what you want to accomplish

Managing Stress in the Workplace

Date: Tuesday 14 Jan 2020

Times: 14:00 - 17:00

Venue: Boole Library Seminar Room

Provider: Claire Dunne, UCC Student Counselling & Development

This practical three hour workshop provides a general overview of workplace stress as well as facilitating workshop participants to reflect on their own personal stressors and ways of approaching these situations that might help now or into the future

Workshop Outline

  1. What is stress and what are the main causes of stress in the workplace
  2. Identifying stress
  3. Relieving stress and action planning for stressful situations in work
  4. Building Resilience/Wellbeing in the workplace & self care


Feedback from previous participants includes:

  • Wonderful course, really really enjoyed it
  • A very helpful and relaxing afternoon

May 2019

Active Listening Skills

Note: Booking for programmes can only take place once advertised to all staff.

Date: Weds 1st April 2020

Duration: 15:00 - 17:00

Venue: North Wing Conference Room

Facilitator: George Nagle, Student Counselling & Development


This 1.5 hour interactive workshop will look at different aspects of how we listen & communicate. Participants will explore the different techniques & traits of how we listen, why we listen & how we can all improve our listening & communication styles.

The workshop will bring attendees up to speed with & help to develop their undertsanding of: 

  • Listening
  • Active Listening
  • Empathic Listening
  • Body Language
  • Open Questions
  • Closed Questions

Feedback from past particpants includes:

  • I found the course to be concise and very effective using practical examples to demonstrate points
  • Very good course - makes you think about how you reallyy listen to people
  • I enjoyed the training

Feb 2020


Emotional Intelligence

Date: Friday 15th November 2019

Times: 09:30 - 13:00

Venue: Boole Seminar Room

Providers: Mary Horgan Staff Wellbeing and Development and Anne Hennessy, Vitae Consulting 

Emotional Intelligence – what exactly is it & why is it so important - professionally & personally? 

This half day workshop will look at emotional intelligence (EI) and why it is so important. 

Emotional Intelligence is a set of emotional and social skills that influence the way we perceive and express ourselves, develop and maintain social relationships, cope with challenges, and use emotional information in an effective and meaningful way. 

EI is proven to be a key indicator of human performance and development. People higher in EI communicate effectively, form strong relationships, and create powerful coping strategies. EI can be measured – more accessibly and less controversially than IQ – and unlike IQ, it can be substantially strengthened and developed. 

Workshop Objectives:

  • To demonstrate Emotional Intelligence in its everyday form
  • To provide practical tips and tools to participants, allowing them to build their emotional intelligence. 

The workshop will combine discussion, group exercises and video clips; reading materials will be provided as a follow up resource.  Participants will have the option to complete an EI self-assessment after the workshop & meet with a Staff Wellbeing & Development advisor to discuss. 

Knowing Yourself and How You Work (MBTI)

Date: TBC

Duration: 10:00 - 13:00

Location: Kane G20

Facilitators: Sylvia Curran & Mary Horgan, UCC Staff Wellbeing & Development 

Knowing yourself and how you work 

This three hour workshop facilitated by Staff Wellbeing and Development will introduce participants to MBTI and personality preferences. 

MBTI is a simple yet highly versatile developmental tool. It helps us gain a deeper understanding of ourselves, how we interact with others & them with us & how we approach our work.

What can it be used for?

It has many different applications, including:

  • Improving working relationships
  • Communication
  • Conflict management
  • Managing change
  • Stress management
  • Valuing diversity in working style
  • Considering team & organisational culture 

Attendees will be offered an opportunity following the session to complete the MBTI and have a one to one feedback session.


Staff feedback (14 Dec.'18)

  • Excellent training session which I know will benefit me & my team!
  • Became more self aware & conscious of others differences & similarities.
  • Will definitely recommend this workshop to my colleagues.
  • Got a really good understanding that there is no 'right' or 'wrong' and how different types can be very beneficial for a team/project.
Updated: August 2019



Customer Services Skills for Front Line Delivery

Note: Booking for programmes can only take place once advertised to all staff.

Date: Monday, 23rd September 2019

Duration: 09:30 - 17:00

Venue: North Wing Conference Room

Facilitator: Invisio


At the end of this programme, participants will better understand the needs of UCC’s customers and expectations and the differences between these, have increased awareness of colleagues as internal customers and the importance of this and understand attitude and behaviour and its impact on the customer. They will also be able to deal effectively with challenging situations.

Programme Content will include

  • Changing face of customer care
  • Know your customers & Know how to deliver
  • Astonish your internal and customers
  • Own your own attitude & understand behaviour
  • Succeeding in difficult situations
  • Ten Golden Rules of Customer Service
  • The way forward 

Participant feedback from 28 Jan.'19

  • 'Found it inspirational & look forward to implementing tools & models in the workplace.'
  • 'Betty & Tony were fantastic, both very knowledgable & engaging. I will be recommending this to colleagues.'
  • 'Excellent all round approach with valuable new knowledge, delivered in a very engaging manner.'
  • 'All staff members should do this course.'

Communicating with Impact

Participant Group: All UCC Staff

Date: Mon 25 Nov 2019

Duration: 09:30 – 17:00

Location: North Wing Conference Room, Main Quad

Facilitator: Reg Friddle, Preferred Future Training 


It is the method and impact of our communication that defines our reputation and value in the minds of others. Honing our communication skill set is one of the most important ways of enhancing our ability to work well. On this practical and enjoyable course, you will leave with the confidence and practical skills to communicate clearly and effectively with managers, staff, students and stakeholders.

By the end of this interactive training course you will have:

    • Raised your self-awareness of your own communication style, strengths and weaknesses
    • An understanding of the barriers to communication alongside enhanced skills to overcome these barriers
    • Confidence and ability to understand and adapt to the different communication and preferences of others
    • Practical and easy-to-use tools to communicate assertively, effectively and with impact in any situation through using the 3 emotionally-intelligent behaviours of effective communicators
    • Strategies to communicate constructively and productively as a member of a team
    • The capability to deal with ‘difficult’ and challenging situations

Past participant feedback:

  • "Excellent course, excellent trainer, really engaging."
  • "I honestly thoroughly enjoyed the programme & it was very beneficial."
  • All staff would benefit from this course. We need to move out of our comfort zone more often!"


Network Comfortably & Confidently-Using Drama & Improvisation Techniques

NOTE: Booking for programmes will only take place once advertised to all staff.

Target Audience: All Staff. Participants will be asked to deliver a two minute talk on their area of work or research. 

Date: Thursday 12th December 2019

Times: 09:30 - 17:00

Venue: Food Science Building 4.58 (Digital Humanities Lab)

Facilitators: Niamh Shaw & Simon Elliot, Connect 2 Communicate

  • What makes a good networker memorable?
  • How do they seem so carefree and engaging?
  • How do they keep the conversation going in those awkward moments of silence?

This hands-on interactive workshop focusses on our ability to communicate your research and work interests clearly and effectively across many audience types. We delve into body language and active listening to engage different audiences, in either group or networking situations. We share coping mechanisms to survive awkward or challenging interactions. Using theatre games and roleplaying exercises, this workshop helps you distil your message, craft a short sharp pitch about what you do and provide you with the tools to keep conversation going.

This is a full-day workshop with a maximum of 25 participants and is aimed at those who are new to employing improvisation and theatre skills in communications training.

Participant feedback:

  • Presenters were very engaging, encouraging & felt like a very safe space & non judgemental environment.
  • Very enjoyable.  Great advice & tips on better communication in all its aspects - not just networking.
  • Very good training - would highly recommend it.
Updated: August 2019

Engaging with People who are Angry, Anxious or Panicked

Date: Weds 25th March 2020 

Time: 15:00 - 17:00

Location: North Wing Conference Room

Provider: George Nagle, Student Counselling & Development

In this workshop, you will learn about anger, anxiety and panic attacks. In addition you will learn how to understand and empathise with people who are angry, anxious or having panic attacks while also learning how to engage and communicate helpfully and safely.

Communicating Effectively in Difficult Situations

Date: Friday 4th October 2019

Duration: 09:30 - 16:30

Venue: Western Gateway Building, Room 226

Facilitator: Reg Friddle, Preferred Future


This interactive and engaging course will ensure that delegates leave with:

• A foundation knowledge of the Duty of Respect and Right to Dignity Policy
• The practical skills to communicate clearly and assertively when encountering difficult situations
• The confidence to have ‘difficult’ conversations with others
• Practical skills in making potentially “difficult conversations” less “difficult"

SPEAK Programme - Digital Badge

Successful Presentations- Effectively Articulating Knowledge (SPEAK) 

Dates: Friday 4th Oct., 11th Oct., 18th Oct., 25th Oct., 1st & 8th Nov. 2019

Time: 13.00 – 14.00

Venue: North Wing Conference Room

Facilitators: UCC Skills Centre

To Apply: Email, outlining why this Presentation Skills programme is relevant to you in your role (400 word limit). 

One must attend all six sessions in order to obtain the digital badge.  

Deadline for receipt of application is Wednesday 11th September 2019 to 


The SPEAK Programme is delivered over a 6-week period (Friday lunch time) by the UCC Skills Centre & is specifically designed for staff who are anxious and lacking in confidence in giving presentations. Each lunch & learn session will deliver a specific element of presentation skills, allowing the participant to become aware of the broad spectrum of performance in everyday life.  Participants will develop specific techniques to enhance presentation skills and visual communication. These techniques include:

  • the development of an expanded range of physical and vocal expressivity,
  • expanded approaches to audience awareness and
  • increased awareness of non-verbal and non-physical communication.

Learning outcomes: Identify the core elements of an effective presentation; Effectively use the voice, body, and the performing space to best engage with an audience; Use a combination of improvisation, scripting, and storyboarding to effectively deliver a message to an audience; Design excellent visuals that effectively engage with the message delivery; Be more confident in the delivery of a presentation.

Session 1 - Presentation skills overview and the barriers to effective communication

Examining the elements of effective presentations including the common barriers to effective communication, this hands-on workshop will examine the challenges presenters face. It will allow participants an opportunity to articulate their fears and the personal barriers they face, ensuring the programme can deliver on goals & requirements of the specific group. 

Session 2 - Authenticity in Performance

An exploration of the body, voice and the performance space, this session will examine notions of authenticity in performance, and the role of performance in everyday life.  Drawing from the toolkit of the method actor, it will explore the authentic versus the artificial, and engages with awareness of body, the voice, and the performance space. Movement and stillness, speaking and silence, and effective use of the space will all be addressed and explored, allowing the participants to become conscious of the impact of their actions on audience engagement.

Session 3 - Stage Presence

This session introduces the topics of non-verbal and “non-physical” communication, including stage presence.  Entering and exiting the performance space, centring one’s self before and during presentations, stage fright, and effective listening, both as presenter and audience member will be addressed.

Session 4 - Storytelling

This session examines the needs of the presentation – both those of the presenter and the audience.   It delves into strategies, including improvisation, storyboarding, and scripting, to effectively deliver the message the presenter would like the audience to receive. 

Session 5 - Digital Skills Maker 

Power point and utilising imagery, graphs and charts to visually engage the audience and encourage engagement with your story. The correct use of imagery will add to your messaging, allowing the audience to gain understanding. The session will seek to identify what adds and what detracts from a presentation and look at the integration of props and visuals. 

Session 6 - Peer review presentations

Participants will be invited to create and record a presentation in the Library Studio space. These recorded presentations will be peer reviewed at the final session by participants and tutors.

Participant Feedback:
  • Really enjoyed the presentations
  • Overall the programme gave me lots to reflect on
  • I enjoyed the course very much, everyone was supportive to each other and the facilitator was very knowledgeable. 
  • The facilitator was reassuring and very personable
  • Overall a fabulous course, co-ordinators and content


Updated November 2019






Recruitment & Selection Committee Training

Participant Group: UCC Staff Members appointed to Selection Committees 

Dates: See Below

Duration: 10:00 - 13:00

Venue: North Wing Conference Room, Main Quad

Facilitator: UCC Human Resources


This workshop will enable UCC Selection Committe members to:

  • Understand legal & organisational framework surrounding UCC recruitment process
  • Understand and exercise your role & responsibilities as a selection committee member
  • Recognise the impact of implicit bias
  • Develop skills in ensuring a fair and confidential recruitment and selection process and to understand the shared responsibility of the selection committee membership

2019-2020 Recruitment & Selection Committee Dates

Date Location Time
Tues 29 Oct 2019 North Wing Conference Room 14:00 - 17:00
Mon 13 Jan 2020 North Wing Conference Room 14:00 - 17:00
Mon 17 Feb 2020 North Wing Conference Room 14:00 - 17:00
Mon 16 Mar 2020 North Wing Conference Room 14:00 - 17:00
Mon 20 Apr 2020 North Wing Conference Room 14:00 - 17:00
Mon 25 May 2019 North Wing Conference Room 14:00 - 17:00

Finding the 25th Hour in Your Day

Date: Monday 04 November 2019

Duration: 09:30 - 12:30

Venue: North Wing Conference Room, Main Quad

Facilitator: Jerry Kelly, First HRD


Time Management, finding the 25th hour! 

This session will be built around: 

  • Why mindset in relation to time is far more important than any system 
  • It’s not Time Management, Its Attention management - The role of attention in the way we use time 
  • Deciding to do something and doing it can be poles apart! 
  • Why habits can be a waste of time 
  • How to manage effectively in time through the use of “SAFE” – Structure, Attitude, Focus and Energy 
  • How to recognise and challenge personal obstacles to effective time management 
  • Mindfulness – what it is and how it can help 
  • Using effective tools/exercises to manage “busyness”, become more organized, efficient and mindful


Integrating Coaching & Reflection into Your Work Practice

Dates: Tues Nov 26 & Tues Dec 10

Duration: 14:00 - 17:00

Venues: Muscrai, Aras na Mac Leinn (Nov date) & North Wing Conference Room (Dec date)

Facilitator: Pat O'Leary, UCC ACE


Exploring how to realise my potential to be more effective at work though coaching and reflective practice

This workshop will explore the use of reflective practice as a basis for coaching. It will support participants to set goals, address challenges and explore their potential. The workshop will examine how both cognitive and behavioural interferences to goals can be best addressed while examining the value of moving away from depleting tasks that drain energy and engaging in energising activities that help to build momentum and create positive change. This is an interactive presentation that will allow participants to engage in brief coaching sessions to explore the content of the workshop, reflect on practice and explore personal and professional potential.


Improving Cross-Cultural Teamwork: In the Classroom

Date: Wednesday 27th November 2019

Duration: 09:30 - 13:00

Venue: North Wing Conference Room

Facilitator: Marie Therese Shortt, Culture Pro


This workshop is created for lecturers/teaching staff to gain knowledge into facilitating better cross-cultural teamwork in the classroom. The University attracts talented students from all over the world, and students are expected to work and excel in culturally-diverse groups. However, coming from widely different cultural and educational backgrounds, students and lecturers often experience communication barriers – creating anxiety and discomfort as well as miscommunication and conflict. This workshop focuses on understanding the diverse communication styles and backgrounds found in today’s classrooms, including differences in: hierarchies, communication styles, sense of time/timekeeping, levels of directness, gender roles and behaviour. Through a learner-centred approach, using visual material, group exercises and role play, participants are provided with tools and frameworks to increase their cultural awareness and help foster inclusive intercultural dialogue and teamwork.

Learning Outcomes

  • Have a basic competency in cultural awareness and in facilitating cross-cultural collaboration
  • Have an insight into theories and tools to become culturally competent
  • Understand how to reduce intercultural misunderstanding and fostering inclusive intercultural dialogue in the classroom


How to Inspire – Developing Public Speaking and Communication Skills

Note: This programme takes place over three dates.

Dates: TBC

Target Audience: Academic & Research Staff

Duration: 6 Hours

Times: 10:00 - 12:00 each date

Venue: Granary Studio

Facilitator: Professor Jools Gilson, School of Film, Music & Theatre  

This course supports participants to look to skills used in theatre & performance to develop an authentic presence and audience connection for public speaking and communicating research. Using simple exercises adapted from theatre, this course develops participants’ awareness of their own non-verbal communication, providing skills and strategies for developing a resonant sense of physical and vocal presence. This course gives participants the opportunity to work as a supportive group, as well as one to one with the course tutor.

Staff Wellbeing & Development

First Floor, Block E, Food Science Building, UCC, T12 YN60