OVERVIEW
This course provides participants with a clear understanding of the need for policies and procedures and will enable
participants to plan, analyze, research and develop them clearly, precisely and in a structured approach.
This course also places emphasis on the essential elements and methods of policy and procedure writing, such as style,
procedure
format and language. Participants will also be provided with an overview on the sensitive issues relating to law, as
well other organizational issues such as verification, editing, approval, notification to users and barriers that may
affect the adoption and use of policies and procedures.
The programme will offer templates, exercises, and brainstorming, to help write policies and procedures. It will also
help delegates to apply processes to policies and procedures.
MODULE 1 – PRINCIPLES OF POLICY/PROCEDURE DEVELOPMENT
To provide participants with an understanding of the differences between policies and procedures,
when to use each and the essential groundwork or preplanning necessary in order to write effective
policies and procedures
Understanding the need for policies and procedures
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What is a policy?
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What is a procedure?
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What is the purpose of policies and procedures?
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Planning the policy/procedure writing process
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Analyzing the needs and requirements – identifying users, voice of the customer/process, audience,
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context, impact and result of the intended policy/procedure
Researching and data collection for policy/procedure
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MODULE 2 – THE MECHANICS OF POLICY AND PROCEDURE WRITING
To enable participants to effectively prepare clear and concise policy and procedures to the extent
necessary, to assure effective operation and control. It provides specific guidelines and coaching on
style, format, language, essential design elements and document completion
Technical and Narrative writing forms
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Writing for your intended audience – use of language
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Essential “must haves” for procedures - procedure description, delegations of authority, areas of
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responsibility, effective date etc.
Determining the best format – types of formats, design, layout
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Writing complex steps
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Cross referencing
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Achieving interest, appeal, use – the secrets to creating highly user-friendly documents
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The review process –verification, validation, editing and periodic revision
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The approval process – official and unofficial (process owners and stakeholders)
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MODULE 3– DEALING WITH SENSITIVE ISSUES AND PLANNING FOR IMPLEMENTATION
To provide participants with an understanding of some of the issues that may impact on implementation
and on sensitive legal implications of policies and procedures
Culture Change
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Communicating new or changed policies and procedures
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Dealing with resistance – different types of resistance and how to mitigate against resistance
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The legality of policies and procedures – what you can be sued for
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Violations and disclaimers
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LEARNING OBJECTIVES
At the end of this programme, delegates will be able to:
To identify why policies and procedures are needed and what makes them successful, who should write
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them, when they should be written, and how long they should be
Define the Audience/Users
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How to integrate and evaluate policies and procedures at a strategic, tactical and operational level
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Design information that meets the users needs
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Learn the common structure and business professional contexts of policies and procedures
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Learn strategies for gathering information
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Learn the standard design, format and style of policies and procedures
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Identify critical communication factors that simplify a user's understanding and use of written procedures
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To enable participants to identify the sequence of procedures and learn how to write them using the correct
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terminology
Understand the various communication media and methods for Writing Clear and Concise Policies and
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Procedures
Evaluate various techniques for organizing, numbering and accessing a manual's content
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Create policies and procedures that can be easily measured
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Signups closed for this Course