This training brochure provides a comprehensive overview of our offerings. We invite you to take your time to exploring it and let yourself be inspired.
Table of Contents
1 Training by HANCA ................................ ................................ ................................ ................................ . 4
2 Training for Facility Management................................ ................................ ................................ .. 7
2.1 Overview – Customized Cleaning ................................ ................................ ................................ ..................... 8
2.2 MODULE 1– Cleaning Analysis................................ ................................ ................................ ............................... 9
2.3 MODULE 2 – Training Courses................................ ................................ ................................ ............................. 10 2.3.1 Basics of Cleaning – Hands-On & Experimental................................ ................................ ................................ ... .1 1 2.3.2 Disinfectant Cleaning– Hands-On & Experimental................................ ................................ ............................ 1 2 2.3.3 Quality Concepts & Quality Control for Services................................ ................................ ................................ . 1 3 2.3.4 Tenders & Service Descriptions– Structured & Practica.l............................... ................................ ..........1..4...
2.4 MODULE 3 – Qualification................................ ................................ ................................ ................................ ......1..5
3 Training for Customer Excellence ................................ ................................ ............................... 17
3.1 Service Excellence ................................ ................................ ................................ ................................ ......................... 18
3.2 Front Desk Excellence................................ ................................ ................................ ................................ ............1..9...
4 Training for Workspace................................ ................................ ................................ ...............2..2....
4.1 Emergency Management ................................ ................................ ................................ ................................ .... .2.3
4.2 Occupational Health Management ................................ ................................ ................................ ...........2...4..
5 Training for Travel & Expenses................................ ................................ ................................ .... 2. 6
5.1 SAP Concur ................................ ................................ ................................ ................................ ................................ .......2..7.
6 Corporate Coaching & Workshops ................................ ................................ ......................... 29
6.1 Psychological Coaching ................................ ................................ ................................ ................................ ........3..0.
6.2 Coaching with Horses ................................ ................................ ................................ ................................ ............3..1...
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1 Training by HANCA
Building Knowledge Together – For Sustainable Success
At HANCA, we believe that learning should be practical, relevant, and tailored to real needs. That is why we offer a blend of fully customized training solutions for companies and easily accessible, impactful courses for individuals.
-world
Our goal is not only to provide answers to current questions but
also to empower you to face
future challenges confidently and independently. With our training courses, we
adopt a “helping
people to help themselves” approach: we share knowledge and methods that you can apply directly in your practice – individually tailored to your specific needs.
Our training courses focus on hands -on learning. Instead of relying on dry theory, we utilize tangible examples from everyday life, interactive exercises, and concrete, actionable solutions. We are also happy to analyze your current situation in advance, allowing us to integrate it directly into the training. This way, what you learn is not only understandable but also applicable in the long term.
Through «Blended Learning»
– a learning concept that combines in -person sessions (e.g.,
seminars or workshops) with digital or online formats (e.g., e -learning modules, videos, interactive exercises, and self -study phases ) – we facilitate your access to each topic This well- balanced mix leverages the advantages of face -to-face sessions (such as open discussions, practical exercises, and direct interaction with trainers) alongside the flexibility of online learning (including flexibility in time and location, self -paced study, and opport unities for repetition and deeper understanding) . Together, these approaches enhance the effectiveness and efficiency of learning . «Blended Learning» is particularly valuable in a corporate context, as it reduces learning time, lowers costs, and strengthens the transfer of knowledge into practice.
Whether you run a business or are investing in yourself, we help you find the right training program – or design it for you – to achieve your goals.
Each training course is tailored to the participants ’ needs . Whether you are a beginner or an experienced professional, we meet you where you are and work with you to develop practical skills that can be applied immediately in your work environment. The result is training courses that not only convey knowledge but also work for you and facilitate real change.
Practical, engaging, and tailored to your needs. Training by HANCA provide s not just knowledge, but real solutions for your everyday work.
Learning that isenjoyable – and effective.
Knowledge that sticks – solutions that las.t
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How We Work
How We Train
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“An investment in knowledge pays the best interest.”
– Benjamin Franklin
2 Training for Facility Management
Hands-on learning and knowledge that simplifies processes – keeping facility management running smoothly
In facility management, smooth operations and quick solutions are essential.
Our training courses
are designed with a strong practical focus, addressing real -world challenges from your everyday work, and providing solutions that you can implement immediately . Through hands -on exercises , you gain valuable insights that allow you to build confidence in your actions, avoid sources of error, save time on recurring tasks, and increase overall efficiency.
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2.1 Overview – Customized Cleaning
Together with our partner, master building cleaner Rainer Büche – a recognized expert in building cleaning, a state -certified disinfector, and a publicly appointed and sworn expert in the building cleaning trade, we have developed a hands -on training concept: “Customized Cleaning” .
Module 1 This includes both an analysis of the cleaning documentation and an assessment of the current cleaning quality. This serves as the foundation for both training and proof of quali fication.
Module 2 Customized training based on the results of
Module 1 or tailored training according to your
specific requirements.
Module 3 Validation of your cleaning standards and quality checks , using our quality management app. Together, we assess the training outcome s based on our practice -proven standards and formally confirm the results .
The modules can be booked individually, providing us the flexibility to address your specific needs . However, to maximize the efficiency of the training, we recommend booking Module 1 in advance .
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2.2 MODUL E 1– Cleaning Analysis
We analyze your cleaning documentation and validate the current cleaning quality. This serves as the foundation for both training and proof of qualification.
How We Work
• We collaborate with you to clarify your current needs and challenges in the area of cleaning . • We review room books, service specifications, quality measurement systems, and existing documents for practical relevance and completeness . • We accompany you on facility inspections to understand your current needs . • We team up with you to develop a roadmap to improve cleaning quality, provide targeted training for your employees, and identify potential cost savings .
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2.3 MODUL E 2 – Training Course s
Our training courses provide hands -on knowledge and demonstrate how theoretical principles can be applied efficiently in everyday work. The goal is to equip participants with clear methods, practical examples, and directly applicable content – enabling them to expand their expertise and apply it confidently in their own work environment.
How We Train
• We collaborate to identify your current cleaning challenges . • We consider the materials and equipment you already use . • We utilize your existing cleaning agents and disinfectants . • We customize the training to meet your specific needs . • We assess the acquired knowledge through a test .
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2.3.1 Basics of Cleaning – Hands-On & Experimental
Participants learn the fundamentals of professional cleaning in an interactive training session, focusing on the proper use of cleaning agents, understanding acids and bases, disinfection, and developing a trained eye for cleanliness.
What to Expect
1. Introduction to C leaning C hemistry • Bases & acids •
Effects and mechanism of cleaning agents • Key cleaning factors – the Sinner’s Circle • Experiment: cleaning agents & their effects on different materials
2. Cleaning Materials & Methods •
Overview: cloths, mop covers & accessories • Which material for which application • Correct dosing & disinfection • Occupational safety • Practical exercise: use of materials, cleaning techniques, common mistakes and how to avoid them How to distinguish between clean and unclean surface • Correct dosing of cleaning and disinfecting agents • Training the eye for details such as streaks, joints, and cobwebs • Exercise: cleaning inspection using real -life examples
3. The Trained Eye – Recognizing Quality •
Target Audience
Employees in maintenance and building cleaning, newcomers and career changers, as well as cleaning staff who wish to refresh or expand their practical knowledge of cleaning agents, methods, and quality control.
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2.3.2 Disinfectant Cleaning – Hands-On & Experimental
Participants learn the fundamentals of disinfectant cleaning,
focusing on hygienically effective
practices, the safe use of disinfectants, and the prevention of cross -contamination .
What to Expect
1. Introduction to C leaning & Disinfection •
What is disinfection? Difference: cleaning vs. disinfection • Understanding microorganisms: bacteria, viruses, fungi • Exposure times, concentration, application • Practical application: using disinfectants & avoiding common mistakes
2. Hygiene Requirements •
Goals of disinfection
• Personal protective equipment & objectives
3. Cleaning Materials & Methods for Disinfectant Cleaning • Surface disinfection: cloths, spray/wipe methods • Product safety: proper storage & labeling •
Occupational safety & personal protective equipment (PPE) • Practical application: avoiding errors (e.g., reusing cloths)
4. Monitoring & Document ing •
Visual inspection vs. microbiological control • Documentation • Checklists for everyday use
Target Audience
Employees in building cleaning, healthcare and nursing, community facilities, or GMP areas who need to ensure hygienically effective practices. Suitable for newcomers and career changers, as well as experienced staff who wish to deepen or refresh their know ledge of the safe use of disinfectants, proper use of PPE, and prevention of cross -contamination .
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2.3.3 Quality Concept s & Quality Control for Services
A practice -oriented system for ensuring and improving service quality in infrastructural facility management – we support you from developing standards to regular monitoring. Achieve higher user satisfaction, lower complaint rates, and more structured processes. Build your quality management strategically and secure it sustainably now !
What to Expect
1. Quality Features of Services •
Characteristics of a service
Service quality
•
2. Developing a Quality Standard •
Creating a requirement -based service specification • Defining minimum standards for each room type / area / service • Developing evaluation criteria for quality control
3. Digression on C leaning – Service Intervals & Performance Values • Service intervals • Performance values for guidance
4. Inspection Methods & C ontrol Intervals • Methods for checking services • Regular quality inspections • Tools & documentation
Target Audience
Managers, property managers, and those responsible for infrastructural facility management who want to establish a structured quality management system or optimize existing processes. It is s uitable for companies and organizations that want to systematically ensure their service quality – particularly in cleaning –, reduce complaints, and increase user satisfaction .
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2.3.4 Tenders & Service Descriptions – Structured & Practical
Participants receive a hands -on overview o f how to professionally deal with tenders and service specifications – focusing on structure, content, and application within facility management, along with numerous real -world examples .
What to Expect
1. Creating Tenders & Service Specifications • Groups involved •
From theory to practice: steps for creating specifications • Facility management strategy • Digression: insourcing vs. outsourcing
2. Service Specifications •
Content of a service specification
GAP analysis
• • •
Digression: room books in cleaning Distinction from other documents
3. Tendering Services •
Characteristics of a service in facility management • Tendering process • Tender documents • Exclusion and award criteria
4. Implementation •
Change Management
Common sources of errors
•
Target Audience
Professionals and managers in facility management – especially property managers, project managers, and procurement staff –, who need to create, evaluate, or implement tenders and service specifications professionally. It is suitable for anyone looking to structure processes, avoid errors, and develop practical documents for the procurement of services .
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2.4 MODUL E 3 – Qualification
We support you in your continuous improvement process and your compliance with quality standards. You will receive a specifically developed proof of qualification from us , confirming professional cleaning practices .
How We Work
• We transfer your room book to our quality management app . • We accompany you on facility inspections to assess your current cleaning standards . • We will provide you with proof of qualification, based on the achieved cleaning quality and in accordance with our practice -proven standards.
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3 Training for Customer Excellence
Service starts with knowledge – train yourself hands-on and delight your customers
In customer service, every interaction has an impact on satisfaction and trust. Therefore, our training focus es on realistic conversation scenarios, practical tips, immediately applicable methods, and easy -to-implement strategies. Our programs cover everything from handling difficult situations and communicating clearly with a customer -oriented approach to methods for enhancing service quality. They help you strengthen your presence, increase customer satisfaction, and turn every cu stomer interaction into a real success.
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3.1 Service Excellence
Excellent service develops where empathy, professionalism, and a deep understanding of the customer experience or customer journey come together. Our collaboration with Janine Fink – trainer and mentor at finkdifferent – combines operational competence with many years of customer service expertise. have extensive experience with backgrounds in the hotel, restaurant, airline, and retail sectors – industries in which service is not just a task but a decisive success factor. Janine Fink and the training team
In our training courses , we convey practical ways to inspire customer
enthusiasm: through
empathetic leadership, consistent customer service management, and confident complaint management. The focus is always on the entire customer experience – from the first contact to long after a purchase or visit.
Workshops and consulting in this area are available in German, English, and French, and the offering includes, among other things :
Customer Service Management
•
Complaint Management Leading with Empathy
•
•
Service Excellence
•
• Mystery Testing / Ghost Shopper Feedback
Our Goal
It is crucial to consciously shape the customer experience, communicate with empathy, and foster genuine enthusiasm among customers. Targeted wow moments and proactive complaint management increase customer loyalty and create positive experiences throughout the entire customer journey. Participants develop the ability to create experiences that connect, build trust, and have a lasting impact. They strengthen their professional presence, improve service processes, and learn to manage complaints confidently a nd in a solution-oriented way.
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3.2 Front Desk Excellence
This comprehensive training course is designed to provide participants with the skills and knowledge required to implement a unified and automated front desk solution. Our goal is to enhance the visitor experience, optimize operational workflows, and ensure the security and compliance of y our front desk processes. Through a series of well -structured modules, we show your team how to create a front desk that embodies efficiency, professionalism, and exceptional service . Aligned with the respective customer needs, finkdifferent workshops can also be integrated or added here.
What to Expect
1. Expanded Knowledge •
In-depth understanding of front desk operations • Best practices • Technology integration • Compliance
2. Improved Efficiency •
Reduced wait times Optimized processes
• •
Increased operational efficiency
3. Higher Visitor Satisfaction •
Enhanced visitor experience
Positive feedback
• •
Higher satisfaction scores
4. Effective Communication • Clear strategies •
Stakeholder engagement Sound i mplementation
•
5. Ongoing Support •
Continuous assistance
Problem -solving
• •
Smooth transition to the new concept
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Training Module s for Front Desk Excellence
The duration of these modules typically ranges from half a day (approximately four hours each for modules 1, 4, 6, 7, 8, and 9) to a full day (approximately eight hours each for modules 2, 3, and 5).
The modules can be booked individually,
providing us the flexibility to address your specific
needs. However, to maximize the efficiency of the training, we recommend booking Module 1 in advance.
Target Audience
Front desk staff such as receptionists, guest service employees, and administrative assistants ; managers such as front desk and operations managers ; IT staff such as system administrators and technical support staff ; security personnel such as security and compliance officers ; as well as relevant stakeholders, including department heads, decision -makers, and training coordinators.
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4 Training for Workspace
Health and safety in the workspace – knowledge that protects
Whether dealing with unexpected emergencies or the long -term promotion of health in the workplace – being prepared allows you to act more confidently, competently, and sustainably. Our training provide s practical guidance on how clear procedures can save lives in critical situations, while simultaneously establishing structures that enhance well -being and productivity in everyday working life. This enables companies to gain confidence in emergencies and critical situations, while creating a healthy environment where employees stay motivated and productive. Well prepared – healthy and ready to act .
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4.1 Emergency Management
Emergency management, often embedded within the broader framework of crisis or business continuity management, focuses on immediate operational response and the goal of «protecting people, limiting damage, and securing operations » (first aid, evacuation, fire department). In this context, we also offer training courses on emergency care and emergency management for companies – in collaboration with our partner Healthspot . We can also coordinate access to the appropriate equipment, consultation, infrastructure, or the development of a suitable corporate concept.
Our portfolio of training courses and products includes the following:
• First Responder Trainingfor the Workplace • First Aid Training • AED Devices & Accessories • First Aid Supplies– from kits and backpacks to fully equipped medical rooms
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4.2 Occupational Health Management
Occupational Health Management (OHM) refers to the systematic and sustainable promotion of employees’ health, well-being, and performance within a company. It is not just about individual measures such as fruit baskets or fitness classes, but about a holistic concept that is integrated into the overall corporate strategy. OHM creates structures that do not leave health to chance but consciously integrate it into daily operations .
The core objectives of OHM
include maintaining and promoting health (both physical and
mental), providing support in the face of demographic change,
and reducing sick leave,
absenteeism, and healthcare costs. Increasing motivation and productivity,
along with improving
working conditions, are also important aspects addressed by OHM. Furthermore, a well - implemented OHM helps enhance employer attractiveness, creat ing a competitive advantage and attracting the right employees. Healthspot – and its label MedicalHub – we offer OHM and occupational medical services for companies, as well as general medical services, such as crisis intervention. Together with our partner
The portfolio includes, among others:
Workplace ergonomics Nutritional counseling
•
•
Health checks
•
Health seminars & workshops
•
Addiction counseling
•
Pre-employment medical examinations
•
and much more
•
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5 Training for Travel & Expenses
Travel made easy – with the right knowledge at your fingertips
Whether for business trips, team events, or related expense reports and regulations – good organization saves time and money, and reduces stress. Our training offers practical guidance on simplifying travel processes and travel -related administration, to enhance transparency and efficiency . This approach keeps you in control and allows you to create more time for what truly matters. Plan efficiently, travel stress-free – knowledge that pays off .
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5.1 SAP Concur
In an interactive training, participants learn the fundamentals of SAP Concur – from booking and managing business trips to correctly recording receipts and efficiently settling travel expenses. The focus is on practical exercises, confident use of key fun ctions, and tips for smooth workflows in everyday work .
What to Expect
1. General Overview •
Basic settings & benefits Login & personal profile
• •
Delegate function
• Using the SAP Concur app for booking, expense reporting & approvals
2. Travel •
Booking flights, trains, rental cars & hotels • Modifying or canceling existing bookings
3. Travel & Expense Reporting •
Creating a new expense report
Expense types & their specific features Cash advances vs. credit card charges
• • • • •
Foreign currency
Receipt management & e -receipts
Submitting an expense report
• Reviewing & approving an expense report (for managers)
Target Audience
Employees who book and settle their own travel arrangements, as well as assistants handling travel bookings and expense reports on behalf of their manager s. It is ideal for beginners or as a hands -on refresher of existing knowledge .
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“Tell me and I forget, teach me and I may remember, involve me and I learn.”
– Benjamin Franklin
6 Corporate Coachin g & Workshops
Successfully shaping change means providing holistic support to people – with your mind, your heart, and a practical approach. in collaboration with our partners, we offer coaching, seminars, and workshops for professionals and teams, creating spaces for reflection, personal growth, and new perspectives. Psychological knowledge provides the foundation for individuals to engage, take responsibility, and actively shape change. It enables you to recognize patterns, develop potential, and actively participate i n transformation – making transformation not just a concept, but a tangible process with a lasting effect.
Among other things, our partners base their work on Martin Seligman's scientifically grounded PERMA model , which describes five key elements of well -being. This model states that these five factors have been proven to have a positive impact on employee s’ job satisfaction and motivation.
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6.1 Psycholog ical Coaching
Our partnership with Nicole Berchtold – a renowned Swiss presenter and trained psychologist – combines HANCA’s process expertise with psychological depth. This ensures that transformation is not only planned, but truly lived: strategically sound, human -centered, and sustainably successful.
Nicole Berchtold works with scientifically based approaches such as the PERMA model and Psychological Safety (Amy Edmondson). Her focus is on making strengths visible, fostering self - efficacy, and supporting individuals through change processes. Together with HANCA, she believes that successful transformation begins with people. This is why we support organizations in unlocking potential at all levels, building resilience, and creating an environment where sustainable success can flourish. Psychology is not an end in itself – it is a targeted lever for empowering employees to become active contributors.
The portfolio includes, among others :
Mental health & stress resilience
•
• Presentation skills & communication training • Change in organizations – optimizing t ransformation projects • Corporate culture & psychologi cal safety • Meeting culture & efficiency • Employer attractiveness • New Work – workplace des ign & applied psycholog y
Our Goal
We facilitate transformation in a manner that encourages individuals to actively embrace it. In doing so, we support organizations through clear processes and practical formats – unlocking potential, strengthening teams, and ensuring that changes have a lasting impact .
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6.2 Coaching with Horses
In collaboration with our partner Bewusst Wirken , we offer coaching and seminars for organizations, with the unique aspect of including horses as co -coaches. Horses directly reflect human behavior and emotions, providing valuable insights into an individual’s impact and communication. Interacting with h orses enhances engagement, emotional intelligence, and teamwork – key competencies for contemporary managers and teams.
Benefits of our Coaching with Horses
• Conscious management of your impact on others • Authentic and empathetic leadership of teams and employees • Early detection and constructive resolution of conflicts • Strengthening team dynamics and cohesion • Reflection and integration of personal values into everyday leadership
Executive Coaching
Our coaching sessions provide a safe environment for personal development and lasting change. At the beginning, we work together to define individual goals and aspirations, which serve as the foundation for a tailored coaching program. Following the hands -on work with the horses, a reflection session ensures that the insights gained are sustainably integrated into daily work life.
Group & Team Coaching
Group and team coaching with horses presents a unique opportunity for team development and enhancing group dynamics. Horses are highly sensitive to human emotions and behaviors, assisting participants in recogniz ing their own strengths and areas for growth. As with individual coaching, the group’s goals and expectations are defined in advance, and the coaching is tailored to meet the group’s needs. A concluding reflection session ensures that the insights gained are sustainably integrated into daily practice.
The horses help the participants
• consciously shape their impact within the team • grow together as a team and resolve conflicts • strengthen collaboration through mutual mirroring and reflection
Our Goal
Strengthening leaders, developing teams, and shaping future innovative methods and providing sustainable added value.
-ready organizations
– using
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