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Basic Customer Care Skills for Parish Office Staff

Basic Customer Skills

This course is eligible for the Get Formed! scheme, allowing students to reclaim 70% of their course fees upon completion. For more information, visit: https://pfi.edu.mt/get-formed/.

This course aims to equip participants with both practical skills for front office roles and a deeper understanding of how these skills can be applied within the context of the Church’s mission and ethos. It emphasizes the importance of customer care not only as a professional responsibility but also as a form of ministry and outreach.

Thus, participants will have the opportunity to acquire the necessary skills in basic customer care and front office skills, as a means for new evangelisation.

Parish staff who work in the front office.

Target Audience Age: 18+

TBA

This course has two exit certificate options:

1. Certificates of Attendance

The student will receive a Certificate of Attendance when attending a minimum of 80% of all
contact hours for this course.

2. Certificate of Participation
The student will receive a Certificate of Participation when attending a minimum of 80% of all
contact hours and successfully complete a short multiple-choice online exam.

Digital: Applicants are required to be digitally literate especially, in office suites.

Award in Creating & Animating Prayer Spaces

MQF

The Pastoral Formation Institute is licensed by MFHEA
(Licence #: 2013-FHI-023) as a Further and Higher Educational Institute. The Award in Creating and Animating Prayer Spaces is accredited at EQF/MQF Level 5, as a Higher Education Programme.

Students who successfully complete this course may apply for the Get Qualified Scheme which will enable them to benefit from a tax credit of 70% of the costs incurred (i.e. €87.50 will be refunded for this course).

This course offers participants a comprehensive understanding of establishing and managing prayer spaces within diverse settings. Through theoretical insights and practical training, participants will gain the necessary knowledge and skills to create and oversee prayer spaces effectively. Additionally, the course provides a transformative journey for participants, fostering deeper connections with themselves, others, the world, and the divine through engaging with prayer spaces. Participants will learn to accompany others on their spiritual journeys, facilitating exploration of faith, spirituality, and life’s fundamental questions in a supportive and interactive environment.

Emphasizing the shift from mere functionality to a more meaningful existence, the course encourages participants to appreciate and reflect upon relationships, recognizing the profound impact of mindful engagement. Whether in educational institutions, community centres, workplaces, or outdoor settings, participants will explore the versatility of prayer spaces, understanding their potential to enrich lives and foster spiritual growth.

  1. Define what a prayer space is;
  2. Identify different age groups of children and young people attending the prayer space;
  3. Communicate in different ways with children, young people, or adults according to their age, culture, and language during a prayer space;
  4. Identify suitable interested members of the staff/personnel who are willing to form a team to prepare and animate prayer spaces in their respective schools;
  5. Draw up a plan for planning, preparing, setting up, and running prayer spaces;
  6. Report what educators and students said after they have experienced prayer spaces for themselves;
  7. Evaluate what went well, identify difficulties and challenges in setting a prayer space;
  8. Understand that at the most basic level, prayer spaces give students a way to reflect and develop reflective thinking skills in terms of the four key relationships: the self, others, the world, and God;
  9. Make a connection between prayer spaces and other subjects
  1. Reflect personally on a prayer space;
  2. Plan a prayer space;
  3. Prepare for the setting of prayer spaces;
  4. Create simple and clear instruction cards, and prepare the resources related to the prayer space;
  5. Set up the physical prayer space in any given space and/or venue.
  6. Demonstrate a welcoming attitude to all children and young people of all faith and none who will be experiencing a prayer space;
  7. Lead the children and young people to the safe, hands-on, creative prayer space and, when necessary, animate the prayer spaces;
  8. Show a sense of accompaniment and being there for the person;
  9. Operate with other members of staff who wish to give a helping hand before, during, and after the setting of a prayer space activity;
  10. Recruit and train a prayer space team;
  11. Run a Prayer Space;
  12. Do a follow-up of a prayer spaces session.

This course is targeted at all those who wish to help children, young people, and adults grow in their prayer life, namely:

  • Educators,
  • Catechists,
  • Youth workers,
  • Youth leaders,
  • Youth ministers,
  • Religious counsellors,
  • Chaplains and lay chaplains,
  • Priests and religious.  

Target Audience Age: 18+

Throughout the course, participants will have the opportunity to engage with prayer spaces first-hand.

Participants will be introduced to the concepts of prayer, spirituality, and religion. Participants will also become aware of the differences between superficiality and meaning-making, focusing on being, and the development of symbolic language.

Participants will explore the significance of prayer spaces, which embody spiritual, reflective, inclusive, professional, and Christian values.

Participants will learn that prayer spaces help individuals reflect and develop reflective thinking skills, viewing this process in terms of four key relationships: the self, other people, the world, and the sacred/divine. They will also learn that spirituality is inherent in everyone, and that God, in various ways, interacts with and cares for each individual.

Participants will learn how to initiate prayer spaces.

Participants will learn how to select and develop prayer activities aimed at the self, others, the world, and God, incorporating a variety of learning styles, including writing, listening, observation, reading, and hands-on activities.

Participants will learn how to recruit and train an effective prayer space team. Participants will learn to select individuals who embody qualities such as prayerfulness, inclusivity, reflection, professionalism, and safety. Additionally, participants will discover techniques for establishing a welcoming prayer space accessible to all visitors. They will also gain insights into collecting feedback and producing follow-up reports.

This course will take place on Mondays and Wednesdays from 5:00pm – 8:00pm

DateSession
17th November 2025Introduction to Prayer
19th November 2025The Values of Prayer Spaces
24th November 2025The Purpose of Prayer Spaces and Prayer Spaces Theology
26th November 2025Preparing for the Setting of Prayer Spaces
1st December 2025Creating Prayer Activities
3rd December 2025Recruiting and Training a Prayer Space Team,
Running a Prayer Space and Follow-up

Certification:  

This course has three exit certificate options: 

  1. Certificate of Attendance

To obtain a Certificate of Attendance, students must attend at least 80% of the course’s contact hours. 

2. Certificate of Participation

To obtain a Certificate of Participation, students must attend at least 80% of the course’s contact hours and pass from short multiple-choice exam.

3. Certificate of Achievement 

To obtain a Certificate of Achievement, students must: 

  • attend at least 80% of the course’s contact hours 
  • pass from short multiple-choice online exam
  • pass from written assignment

EQF/MQF Level: Level 5

Accreditation Category: Higher Education Programme

Total ECTS: 2 ECTS

MQF

The Pastoral Formation Institute is licensed by MFHEA
(Licence #: 2013-FHI-023) as a Further and Higher Educational Institute. The Award in Creating and Animating Prayer Spaces is accredited at EQF/MQF Level 5, as a Higher Education Programme.

Funding
Students completing the Award in Creating & Animating Prayer Spaces may apply for the Get Qualified Scheme which will enable them to benefit from a tax credit of 70% of the costs incurred (i.e. €87.50 will be refunded for this course).

Teaching and Awarding Institution: Pastoral Formation Institute

Qualifications: Every application will be considered on its individual merits. The Pastoral Formation Institute accepts a wide range of qualifications, and we always try to judge applications on the basis of academic potential. We do consider a very wide range of academic, vocational, and professional qualifications, as well as work and other appropriate experiences and skills. Kindly submit a copy of your highest qualification in the application form below.

Language: Primary level understanding of Maltese and English.

Digital: Knows how to access the internet and use a word processor.

The Sacrament of Baptism for Parishes

This course is aimed at parents who choose to baptize their child. They will be invited to follow this course from the comfort of their home. Firstly, they will learn about the theology of baptism and what baptism entails. They will then proceed to go through the rite of baptism, understanding its various moments so that during the celebration, they will have a deeper understanding of the process. Finally, these parents will be given suggestions on how to live out the baptismal promises within their family.

New parents

Target Audience Age: 18+

The course will be delivered online through a series of recorded videos accessible on our VLE platform.

SessionTheme
Session 1The Theology of Baptism – What is Baptism?
Session 2The Rite of Baptism
Session 3Living out the promises of Baptism

This course has one exit certificate options: 

  1. Certificate of Attendance

The student will receive a Certificate of Attendance when watching all recorded lectures available on VLE platform.

Awarding Institution: Pastoral Formation Institute

Language: Applicants must be fluent in Maltese and have basic proficiency in English.

Digital: Applicants must be digitally literate, especially on how to access the internet and use office suites.

Introduction to Youth Ministry

Introduction to Youth Ministry

This course is eligible for the Get Formed! scheme, allowing students to reclaim 70% of their course fees upon completion. For more information, visit: https://pfi.edu.mt/get-formed/.

This course will serve as an introduction and foundation for youth ministry. Youth ministers, youth leaders and animators will reflect on who they are, their journey of faith and the call of being a youth minister/youth leader/animator in today’s society. This will involve a discussion on ‘tools’ that believers should have to live faith.

  • Serving youth ministers/youth leaders/animators
  • Youth aspiring to become youth ministers/youth leaders/animators

Target Audience Age: 16+

TBA

This course has two exit certificate options:

1. Certificate of Attendance

A Certificate of Attendance will be awarded to students who have attended at least 80% of contact hours for this course.

2. Certificate of Achievement

A Certificate of Achievement will be awarded to students who have attended at least 80% of contact hours for this course and successfully complete and pass written assessment.

Digital: Applicants are required to be digitally literate, including knowing how to access the internet and use office suite software.

Pastoral Initiatives in Lent

The participants will engage in preparations for the imminent Lenten season, during which the Diakonia, spiritual, and cultural dimensions of this significant period in the Church will be emphasized and explored. This preparation aims to equip and enrich them for their pastoral roles in their respective parishes and communities, enabling them to guide others effectively on their journey during this special time of grace.

Upon acquiring new insights and skills, participants will be encouraged to collaborate with their parish priests in organizing and planning a schedule for Lent for their respective groups. This collaborative effort seeks to ensure a well-rounded and meaningful Lenten experience for the parish community, incorporating elements of Diakonia, spirituality, and culture to foster a deeper connection with the season’s spiritual significance.

If you are a registered pastoral worker with the Archdiocese of Malta, you can benefit from a 50% discount on this course. Start your application process as a pastoral worker on parrocci.knisja.mt/pfi.

  • Pastoral Workers, especially those involved in decision-making bodies.
  • Religious people and Priests
  • Individuals interested in the subject

Target Audience Age: 18+

Lectures will take place on Wednesdays from 6:00pm to 8:00pm

DateSession
10th January 2023Culture in Lent
17th January 2023Spirituality in Lent
24th January 2023Diakonia & Prayer Experiences

This course has two exit certificate options: 

  1. Certificate of Attendance

The student will receive a Certificate of Attendance when attending a minimum 80% of all contact hours for this course. 

  1. Certificate of Achievement  

To obtain a Certificate of Achievement, students must:

  • attend a minimum 80% of all contact hours
  • pass written assessment

Language: Applicants must be fluent in Maltese and have basic proficiency in English.

Digital: Applicants must be digitally literate, especially on how to access the internet and use office suites.

Introduction to Parish Ministry

Introduction to Parish Ministry

This course is eligible for the Get Formed! scheme, allowing students to reclaim 70% of their course fees upon completion. For more information, visit: https://pfi.edu.mt/get-formed/.

“If the parish proves capable of self-renewal and constant adaptivity, it continues to be ‘the Church living in the midst of the homes of her sons and daughters”

Pope Francis.

Throughout this course, participants will explore the parish as a significant symbol of God’s presence in our community. The course will start by delving into the contemporary reality of today’s parish. Participants will then proceed to learn about the different roles within the Church; identifying the decision-making bodies of the Church and different ministries in a parish, highlighting the importance of everyone’s participation. This will include a discussion on effective teamwork and service to others. Attendees will then be introduced to the principles of communal discernment, examining its definition, tools, and practical applications. The course will conclude by presenting a model of communal discernment, elucidating the different roles within it, and outlining the composition of discerning groups.

Specifically tailored for those actively involved in parish ministry, the course seeks to inspire a deeper commitment to the renewal of parishes, aligning them as vibrant evangelizing entities in today’s society, guided by recent teachings on parish life.

  • Pastoral Workers, especially those involved in decision-making bodies.
  • Individuals interested in the subject

Target Audience Age: 19+

TBA

This course has three exit certificate options:

1. Certificates of Attendance

The student will receive a Certificate of Attendance when attending a minimum 80% of all
contact hours for this course.

2. Certificate of Participation
The student will receive a Certificate of Participation when attending a minimum 80% of all
contact hours for this course and passing from short multiple-choice online exam.

3. Certificate of Achievement
The student will receive a Certificate of Achievement when:

  • attending a minimum 80% of all contact hours
  • passing short multiple-choice online exams and written assessment

Language: Applicants are required to have an understanding of Maltese and be fluent in English.
Digital: Applicants are required to be digitally literate especially, in office suites.

Award in Augustinian Spirituality for Educators

Augistinian Spirituality

Elements of Augustinian charism and identity will be proposed in a meaningful manner to the building up of today’s society, especially in education. Thus, by exploring critically various aspects, the participants will grasp a deeper knowledge and experience of Augustinian values.

The main objective of the course is to present in a brief way the charism and the spirituality of the Augustinian Order through values and practical experience from education.

Dates will be announced soon.

Introduction to Diakonia

Introduction to Diakonia

This course is eligible for the Get Formed! scheme, allowing students to reclaim 70% of their course fees upon completion. For more information, visit: https://pfi.edu.mt/get-formed/.

This online course will explore the roots of Diakonia in Sacred Scripture and early Christian communities. Participants will have the opportunity to explore the relationship between Diakonia, faith, and prayer while delving into key areas of Catholic Social Teaching. Additionally, participants will examine the evolution of Diakonia in Malta and learn about available services.

This course is intended for:

  • Individuals who are already involved in Diakonia and wish to deepen their involvement in it.
  • Individuals who are interested in becoming involved in Diakonia.
  • Individuals who are interested in offering Diakonia-related services through a Church entity that they form part of.

N.B. completing this course does not entitle the student to automatically become a pastoral operator engaged in Djakonija within any specific parish. Such appointments are made at the discretion of the Parish Priest/Chaplain of the respective Parish/community.

Target Audience Age: 18+

The course will be delivered entirely through a series of pre-recorded lectures accessible on our VLE platform at a time and place convenient for you.

In these pre-recorded lectures, the following subjects will be covered:

  1. Biblical meaning of the word Diakonia and the word in the Old Testament;
  2. Djakonija in the New Testament with special reference to Acts;
  3. Djakonija in the first communities – the link between kerygma, koinonia, diakonia and liturgia;
  4. Personal prayer life leads me to Diakonia;
  5. The link between faith and life is one of the cornerstones of Christian theology and can be described in a variety of ways. For St Paul, “the only thing that counts is faith expressing itself through love.”;
  6. Evangelisation, djakonija and the digital age;
  7. Malta’s reality has changed – what are today’s sociological ‘pains’?;
  8. The Preferential Option for the Poor & the four pillars of Catholic social teaching; human dignity common good, subsidiarity and solidarity;
  9. How the Church in Malta was a pioneer in the Diakonia sector;
  10. What Diakonia services are being offered today? What are the different types of professionals working in this field?

This course has three exit certificate options: 

  1. Certificate of Attendance

The student will receive a Certificate of Attendance upon viewing all pre-recorded lectures on our VLE platform.

2. Certificate of Participation

The student will receive a Certificate of Participation upon viewing all pre-recorded lectures on our VLE platform and passing short multiple-choice examinations.

3. Certificate of Achievement

The student will receive a Certificate of Achievement upon viewing all pre-recorded lectures on our VLE platform, passing a short multiple-choice examination, and passing from a written assignment.

Language: A primary level understanding of Maltese and English is required.

Digital: Ability to access the internet and use an office suite is required.

Faith Foundations for Ministry

This course is eligible for the Get Formed! scheme, allowing students to reclaim 70% of their course fees upon completion. For more information, visit: https://pfi.edu.mt/get-formed/.

This module offers a basic introduction to key themes of the main areas of Christian theology. These include fundamental, scriptural, dogmatic, ecclesiological, and ethical theological concepts guiding the evangelising mission of the Church.

By the end of the module the learner will have:
  • become aware of what the sources of theology are;
  • gained a basic understanding of the main areas of Christian theology.

This course is intended to form and support adults who wish to become better acquainted with the basic tenets of the Catholic Faith. This course is offered in asynchronous learning mode as a foundation course before applying for other courses offered by the Pastoral Formation Institute.

Adults who do not have an academic theological background and wish to widen their knowledge on the Catholic Faith. 

Target Audience Age: 18+

TopicLecturer
The Sacred ScripturesMr Edward Wright
The Scriptures, Tradition and MagisteriumMr Edward Wright
The Christian doctrine of God of Jesus ChristMs Dorianne Cassar
The Holy SpiritDr Dorianne Buttigieg
The Church as the builder of the Kingdom of God Mr Edward Wright
The Meaning of the Sacraments and the LiturgyRev. Stephen Attard
The Catholic Social Teaching of the Church Rev. Dr Carlo Calleja

 

Applicants will have access to this material on the PFI`s Moodle Portal. The module is delivered in short, recorded sessions which are each about 15 minutes long. The students will be provided with a username and a password so they can watch these sessions on their own devices. The total number of minutes amounts to 8 hours.

The course will be offered in October 2023. Usernames and passwords will be sent to students within a week of payment confirmation.

This course has two exit certificate options: 
  1. Certificate of Participation

To obtain a Certificate of Participation need to watch all the online material and successfully complete all the short multiple-choice exams. 

2. Certificate of Achievement 

To obtain a Certificate of Achievement, students need to: 

  • pass the short multiple-choice online exams; 
  • and successfully complete a written assignment;

An electronic certificate will be sent via email, within a week of successfully completing the course.

Click here to view the PFI’s Grading System

AFF Level: Level 4

Total Credits: 1 Credit

Teaching and Awarding Institution: Pastoral Formation Institute

Qualifications: Every application will be considered on its individual merits. The Pastoral Formation Institute accepts a wide range of qualifications, and we always try to judge applications on the basis of academic potential. We do consider a very wide range of academic, vocational, and professional qualifications, as well as work and other appropriate experiences and skills.

Language: Primary level understanding of Maltese and English.

Digital: Knows how to access the internet and use a word processor.

Emotional Support In The Community: Basic Skills for Pastoral Workers

For the version in English, please refer to: https://pfi.edu.mt/course/emotional-support-en/.

This course is eligible for the Get Formed! scheme, allowing students to reclaim 70% of their course fees upon completion. For more information, visit: https://pfi.edu.mt/get-formed/.

The aim of this course is to empower individuals without academic backgrounds in psychology, such as pastoral workers, volunteers, and others interested in enhancing their fundamental knowledge, skills, and attitudes for interacting effectively with parishioners or others. This course introduces participants to helping skills, theories, and approaches.

Through study and discussion, students gain awareness of tools that assist them in their work with people from diverse cultural and social backgrounds. The course provides an opportunity to reflect on methods used in their work and relationships and evaluate their effectiveness.

By the end of this course, the participant will be able to:

  • Understand the basic theories and skills of helping.
  • Know how to listen and respond appropriately.
  • Provide emotional and spiritual support.
  • Identify when to refer someone to professional help.

Individuals without an academic background in psychology, including:

  • Those who regularly provide support and companionship to colleagues and friends in their workplace, family, etc.
  • Pastoral workers, volunteers, or individuals who interact with people in need or visit residential homes.

Target Audience Age: 18+

In this session, participants will explore pastoral work’s helping skills, including active listening, providing support, and validating feelings.

In this session, participants will discuss the crucial skill of empathy in assisting others. Participants will have the opportunity to practice this skill during the session. Additionally, participants will thoroughly explore the practice of maintaining boundaries, as clear and established limits in our work contribute to safe and effective connections.

In this session, participants will cultivate self-awareness; they will be prompted to reflect on and acknowledge their strengths, challenges, beliefs, thoughts, and emotions.

In this session, participants will explore their own spiritual journey and recognize its manifestations in their personal lives and within the community. It will delve into cultural diversity, other religious denominations, and spiritual practices within the parish, examining their impact on individual and community life. Additionally, the session will address spiritual accompaniment and religious practices, differentiating between them and exploring their potential synergy.

In this session, participants will learn when to refer individuals to professional help, understand the significance of confidentiality in pastoral work, and recognize the boundaries of confidentiality.

Session
Learning how to listen, contain and validate feelings
Learning how to empathise while keeping healthy boundaries
Learning how to support others emotionally as a pastoral worker/non-professional
How to support others spiritually as a pastoral worker/non-professional
Learning when, where and how to refer someone to professional help

This course has three exit certificate options:

  1. Certificate of Attendance

To obtain a Certificate of Attendance, students must 80% of course contact hours. 

2. Certificate of Participation

To obtain a Certificate of Participation, students must attend 80% of course contact hours and pass the short multiple-choice online exam. 

3. Certificate of Achievement 

To obtain a Certificate of Achievement, students must: 

  • attend 80% of course contact hours;  
  • pass the short multiple-choice online exam; 
  • and successfully complete a Case Study Analysis;

Every application will be considered on its individual merits. The Pastoral Formation Institute accepts a wide range of qualifications, and we always try to judge applications on the basis of academic potential. We do consider a very wide range of academic, vocational, and professional qualifications, as well as work and other appropriate experiences and skills.

Language: Participants must have a primary level understanding of Maltese and English.

Digital: Participants must know how to access the internet and use office suites.