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Development of Skills among ČD Operational Employees

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In June 2012, ČD launched the realisation of the project “Development of skills among ČD operational employees”. The project is being realised as part of the Prague – Adaptability Operational Programme, Priority axis 1 – Support for the Development of a Knowledge Economy, and is co-financed from the European Social Fund. The provider of the subsidy is the City of Prague.

Project name: Development of skills among ČD operational employees

Realisation: 1 June 2012 – 31 January 2014 (project management – O 10 / 2. department of human resources development)

Budget: CZK 2,266,142.80 (support provided from OPPA – 51%)

Brief project overview:

The project sets as its goal to train at least 100 ČD employees in six educational modules: IT Skills, Brain Jogging, Prague – Centre of Action, Communication Skills, Crisis Management and Language Preparation.

The first educational module is focused on computer literacy among employees, perfecting skills in MS Word and MS Excel, and in searching for information on the internet. The Brain Jogging module is a course to support exercising the memory. It is intended mainly for employees who are required to pass exams regularly on railway regulations and guidelines as part of their employment. Within the Prague – Centre of Action module, participants obtain more comprehensive information about Prague (e.g. about cultural events, monuments, curiosities, integrated transport, etc.), which they will be able to pass on to customers in a higher-quality manner, enabling them to react better to their questions. The Communication Skills module is directed toward more efficient communication with customers. By expanding especially general knowledge and skills in the area of communication, we want to elevate employees’ ability to communicate effectively with passengers. In the next related module, employees will focus on handling crisis situations. They will try out reacting to conflicts which arise and how to handle them. The last model places emphasis on improving the language competence of employees. Employees will practice conversation in English and German; emphasis will be placed on expanding vocabulary and on the correct use of phrases and word structures.

The education is intended for employees who work in Prague, are involved in operations and come into daily contact with customers. As a result of the project, there will be an improvement in adaptability, competitiveness and the qualification prerequisites of ČD employees, as well as an improvement of the quality of services provided.

The main goal of the project is to improve the adaptability and competitiveness of ČD employees who are facing the loss of employment. Through project activities, we are reacting to the current situation on the labour market and to the changes underway at our company. The individual educational modules are composed in such a way so that the knowledge obtained from them is transferable over and above one enterprise, thereby leading to improved performance on the labour market as well as to enhanced quality of services provided to ČD clients.

Key activities:

  1. IT skills (577 kB)
    This module was realised in September and October 2012 in the form of two two-day courses, and was attended by a total of 30 employees of the Contact Centre, RCVD Praha and KCOD Praha. It was focused on computer literacy among employees, perfecting skills in MS Word and MS Excel, and in searching for information on the internet.
  2. Brain Jogging (355 kB)
    The module called Brain Jogging was attended mainly by employees who are required to pass exams on railway regulations and guidelines regularly as part of their employment. A course exercising participants’ memories was realised in October 2012 in the form of two one-day training sessions, and was attended by 45 employees of the Contact Centre, RCVD Praha and KCOD Praha. Employees became familiar with possibilities and methods for stimulating and strengthening their memories, for enhancing their ability to concentrate, and for perfecting their skills in understanding language, logical thinking and spatial orientation. They tried out everything in the form of practical exercises.
  3. Prague – centre of action (670 kB)
    This module took place in January and February 2013, and was attended by a total of 92 employees divided into 6 groups. Within the module, participants obtained more comprehensive information about Prague (e.g. about cultural events, monuments, curiosities, integrated transport, etc.), which they will be able to pass on to customers in a higher-quality manner, and they will be able to react better to passenger questions.
  4. Communication skills (401 kB)
    Participants in the two-day training session became acquainted with communication tools, techniques and fundamentals, and acquired the basics of effective professional communication. In the form of model situations from practice, they learned to work with feedback, with possible criticism and with distortions in communication. The course also included training in communication with problematic individuals, and in communicating and dealing with persons with health disabilities. In total, there were seven courses attended by 93 ČD employees.
  5. Handling crisis situations (529 kB)
    Participants in a two-day training session became acquainted with the theory of conflict and with triggers for conflicts, and engaged in handling conflict and the rules of non-confrontational communication. Another important component of the course was practice in relaxation techniques and positive defence mechanisms to combat stress. The participants could try out their acquired knowledge and skills in model situations. In total, there were seven courses, which were attended by 94 ČD employees in all.
  6. Language preparation (268 kB)
    Language courses took place from October 2013 until January 2014. The participants learned English and German in thematic areas: Prague – a centre of events, communication with customers and handling crisis situations. The language courses took place in the form of e-learning. The e-learning was combined with four hours of instruction with a lecturer, during which employees went over the correct usage of expressions and verbal phrases, practised pronunciation and posed supplemental questions. After the instruction with the lecturer, a repetition took place in the form of an e-learning text. A total of 30 employees successfully underwent language education. The language education was the last activity within the scope of the project “Development of skills among ČD operational employees” and thus completed the project in January 2014.

Contact:
Bc. Kateřina Smrčková – project manager
Email: smrckova@gr.cd.cz

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