Summit Day One: Essential Interactive Workshops, Sunday, 30 September 2012

  • Workshop A: Examining UAE mystery shopping strategies
  • Workshop B: The growth of E-learning in contemporary police training and the importance of effective design, delivery and implementation

Workshop A: Examining UAE mystery shopping strategies.

Mystery Shopping helps to measure quality of service or compliance to regulation, or to gather specific information about products and services. It is used to provide feedback on customer services provided by local authorities and helps in identifying their weaknesses and allows organisation to improve on them. As such the level of service improves as well as the quality of work.

The mystery shopping program started by the Ministry of Interior was initiated for that very reason. Over the years various key departments have seen a significant improvement in their workings. This workshop helps in shedding light on the key features of what went into this particular Mystery Shopping program and what best practise methods were used to bring about such improvements. As an added bonus, certificates will be handed out to those departments that have shown great improvement.

Benefits of attending:

  • Learn essential techniques for defining the ROI for your Mystery Shopping program.
  • Tips for integrating best practices to ensure high quality.
  • Results of the MOI mystery shopping program and what improvements have been seen.
  • Best practice methods adopted by various departments and their improvement.

Key Benefits:

  • Identification of gaps in service delivery and suggestions for improvement.
  • Gain access to various international best practice measurement techniques.
  • Learn the dos and don’ts of service excellence from national and international measurement project case studies.
  • Award certificates to be presented to those departments that have excelled in the provision of service excellence.
  • Helps project managers and trainers to integrate best practice techniques into their processes and ensure high quality.

Who Should Attend?

  • High ranking police officials
  • Police academy trainers
  • Private security executives
  • Non Police personnel
  • Cadets
  • Course developers
  • Content experts
  • Trainers
  • Project managers
  • Training managers

Meet your workshop leader:

Bilal Omari
Direcotr of Consultancy Solutions
Ethos Consultancy

Workshop leader to be announced soon.

Bilal Joined the team of Ethos Consultancy recently with +5 year experience as a Trainer at Sony Ericsson handling different types trainings of sales staffs, supervisors and managers in UAE, Saudi Arabia, Jordan and Bahrain delivering product knowledge, Sales, FAB, Customer Service and call center trainings.

Bilal is a qualified customer service consultant & trainer through conducting different type of trainings such as train the trainer, coaching, workshops, Soft Skills and Communication Skills, dealing with people from junior up to managerial levels and been involved in the direct delivery of customer service and training.

Workshop B: The growth of E-learning in contemporary police training and the importance of effective design, delivery and implementation

Global security has never been more important than it is today. As criminal networks evolve and adopt new technologies, the need for security and law enforcement training to be one step ahead is essential.

The use of e-learning and new learning technologies within policing is growing to the extent that specialist and operational training can be successfully delivered to vast numbers online. Align this with the associated savings in time and cost, and e-learning becomes a significant driver in the business strategy for any modern police or security service.

When designed, delivered and implemented with care and collaboration, e-learning provides the perfect complement to other forms of training for everyone from the new recruit to the most senior officer. Furthermore, the integration of emerging learning technologies offers innovative ways of training for the next generation.

This e-learning workshop will bring together police academy trainers, high ranked police officers, cadets, non-police personnel and private security firms; who will share e-learning best practice solutions, understand benefits and limitations, and explore the future direction of e-learning in security.

Key topics:

  • E-Learning – a definition
  • Developing your own strategy
  • Meeting national security and accreditation standards
  • Understanding and managing your audience
  • Designing or procuring the right e-learning
  • Considering the blend of learning
  • Overcoming barriers to implementation
  • Providing service management and support
  • Delivering and promoting the benefits of e-learning
  • Developing learning communities
  • R&D in new learning technologies
  • Relevant case studies threaded throughout

Who should attend?

  • High ranking police officials
  • Police academy trainers
  • Private security executives
  • Non police personnel
  • Cadets

Workshop Leader:

Mark Osborne
Head of E-Learning
National Centre for Applied Learning Technologies (NCALT)

Meet your workshop leader:

Mark Osborne has over 20 years’ learning and development experience in both the public and private new media sectors. As Head of E-Learning at the National Centre for Applied Learning Technologies (NCALT), he is responsible for the design and delivery of digital training solutions and new learning technologies to the Police Service in the United Kingdom. Mark has overseen a significant shift in the adoption of e-learning, with 300,000 police officers and staff now completing over 50,000 courses per month online, delivering huge efficiency savings across policing in the UK.

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