For Whom

• Managers at all levels

Objectives

• To help participants develop an informed appreciation of the causes of stress
• Identify personal stress indicators
• Recognize and manage symptoms of stress
• Avoid, prepare for or manage stress
• Learn basic stress management techniques

Contents

• Introduction to stress management
• Stress diary
• Job analysis
• Performance Planning
• Imagery- mental stress management
• Physical relaxation techniques
• Thought awareness, rational and positive thinking
• Anger management
• Burn-out self test
• Building self confidence

For Whom

• All levels of staff, inclusive of line Managers and supervisors

Objective

• Skills acquired from this course will enable participants to develop excellent key working skills
• Build an effective team
• Stimulate high performance
• Achieve high levels of team satisfaction and efficiency
• Improve team cohesion and bonding
• Provide interesting and challenging work
• Help team members set and achieve meaningful goals
• Recognize and effectively reward performance

Contents

• Team building
• Team bonding
• Team decision making
• Performance appraisal and reward
• Provision for flexibility
• Employers branding
• Continuous training and coaching
• Succession planning
• Brain storming and random input
• Building self confidence

For Whom

• Marketing officers, Customer Care Officers and all levels of Staff

Objectives

• At the end of the course, participants will;
• Appreciate the elements of an effective communication process
• Identify barriers to effective communication
• Develop effective and impactful writing skills
• Communicate effectively through emails
• Develop public presentation skill
• Understand the art of persuasion and effective negotiation

Contents

• Introduction to communication skills
• Making a great first impression
• The Johari window
• Effective public speaking and presentation
• Effective writing skills
• Effective e-communication
• Active listening
• Running an effective meeting
• Ice breaking win-win negotiation
• Audience targeted presentation
• Presentation planning checklist

For Whom

• Managers at all levels

Objectives

• To equip participants with effective managerial skills
• To train participants on excellent team building and bonding skills
• To coach participants on techniques for improving team productivity
• To guide participants on effective delegation
• To furnish participants with effective crisis analysis and resolution skills

Contents

• Team motivation
• Team decision making
• Effective delegation and empowerment
• Root-cause analysis
• Self accountability
• Effective goal setting
• Risk analysis and management
• Value chain analysis
• Cashflow forecasting
• USP analysis: The technique selling proposition
• Cost/Benefit analysis

For Whom

• All levels of staff

Objectives

• Participants will; Appreciate the effects of injuries as an inducement against taking risks
• Recognize potential hazards in their workplace environment
• Perceive the importance of evaluating potential hazards in workplace
• Appreciate the importance of incident and hazard reporting and record review
• Acquire the capability to take informed safety decisions
• Acquire basic self defense skills
• Acquire safety skills in fire and robbery incidents

Contents

• Workplace hazards
• Types of hazards- physical, chemical and biological
• Safety risks
• Manual handling
• Ergonomics in the workplace
• Risk assessments
• First aid Safety standards (occupational safety), fire drill
• Basic self defense techniques
• Incidents and hazards reporting
• Accident and safety record review

For Whom

• Project Managers, Team Leaders and other personnel saddled with project planning

Objectives

• Participants will acquire;
• Skills required to run projects successfully
• Skills for scheduling projects with dependent stages
• Skills for scheduling complex projects
• Skills for conceptualizing effective planning processes for projects
• Skills for excellent stakeholders’ management

Contents

• Estimating time accurately
• Scheduling simple projects
• Gantt charts- scheduling projects with dependent stages
• Critical path analysis and PERT- scheduling complex projects
• The planning cycle- a planning process for middle- sized projects
• Planning large projects and programs
• Stakeholder analysis
• Stakeholders management

For Whom

• Team Leaders, New Managers and MD/CEOs

Objectives: Participants will;

• Objectively evaluate self motivation status
• Develop the passion to lead
• Acquire effective task allocation skills
• Appreciate various leadership styles
• Acquire conflict resolution skills
• Acquire successful delegation skills

Content

• Leadership motivation assessment
• Leadership motivation tools- find the passion to lead
• Information gathering
• Building expert power
• Task allocation
• Understanding developmental needs
• Leadership styles
• Mission statements and vision statements
• Successful delegation

For Whom

• Front line Executives, Customer Service Representatives (CSR), Telephone Operator, and all Customer- interfacing Executives

Objectives: Participants will be able to,

• Understand fundamentals of customer service
• Develop improved and professional service
• Win new customers
• Build customer loyalty and retention
• Increase organizational competitive differentiation

Content

• Importance of customer service
• Building a profitable customer service
• CRM critical success factors
• Professional attitude with customers customer knowledge
• Developing standards of service delivery
• Enhanced service using technology
• Telephony basics