Date: June 5-6, 2018

Course Methodology
Customer Service Excellence encompasses how business ought to relate with their clients. The course is designed to educate participants on the importance of customers to a business’s continuity. Therefore, it is vital for corporate organizations and businesses to effectively get skilled in Customer Service to deliver excellence.

Course Objectives
By the end of this course, participants should be able to:

• Develop a customer friendly approach
• Make good first impressions
• Deal with unhappy customers

Target Audience
Human Resource personnel, Salespeople and Professionals in Customer Service Relationship.

Target Competencies

• Friendliness
• Assertiveness
• Ability to work under pressure
• Decision-making skill

Date: June 7-8, 2018

Course Methodology
Presentation skills are necessary in delivering effective and engaging presentations to a variety of audiences. The aim of this course is to develop individuals so as to deliver compelling and engaging presentations that resonate with their audiences and also for business success.

Course Objectives
By the end of this course, participants should be able to:

• Design effective & engaging presentations
• Select the most suitable delivery method based on the audience, environment and message being passed across
• Master powerful & effective verbal & non-verbal communication techniques
• Gain insight into effective techniques for calming nerves
• Learn to create fantastic clip charts to support key messages
• Create compelling Powerpoint presentations
• Learn different tools to add diversity & interest to engage an audience

Target Audience
Managers, Professionals, CEOs, executives and every business leader on a mission to upscale their communication skill.

Target Competencies

• Cheerful: Noticeably happy and optimistic
• Clear:: easy to perceive, leaving no doubt
• Confident: being self-assured
• Energetic: demonstrating vitality
• Innovative: original and creative thinker
• Organized: structured and in control
• Passionate: showing strong feelings

Date: June 21-22, 2018

Course Methodology
Public Speaking consistently ranks as most people’s top fear. Additionally, an astounding 75% of people suffer from speech anxiety. Do you want to remove your fear of public speaking, improve your career options, learn to speak with confidence and deliver professional business presentations with impact and ease?  Mastering this fear and getting comfortable speaking in public can be a great ego booster, not to mention a huge benefit to your career.
Our Public speaking course was designed to teach people, with no previous experience, how to plan, create and deliver a professional speech or presentation to a live audience.

Course Objectives
By the end of this course, participants should be able to:

• Analyse an audience and tailor the delivery accordingly
• Design presentations for maximum impact
• Expand on key points to ensure clarity
• Inspect the proposed venue
• Master techniques to overcome nervousness and present with confidence
• Practice techniques that ensure clear, concise and effective wording is used
• Deliver a polished, professional and credible speech
• Handle questions and comments effectively.

Target Audience
Professionals seeking advancement in their Business Analysis career, New Project Managers, Experienced Project Managers looking to update their skills, Project team members and Managers interested in improving their communication skills through public speaking.

Target Competencies

• Confidence
• Excitement
• Authenticity
• Passion

Date: June 26-27, 2018

Course Methodology
Incident investigations is a systematic process of identifying the effects of incidents, establishing the immediate and underlying causes and the recommended remedial action to prevent re-occurrence. This course was developed to equip businessmen and women in the workplace gain the necessary skill to combat the storm of unfavourable business conditions.

Course Objectives
By the end of this course, participants should be able to:

• Use a structured approach to identifying and defining the problem, determining the root cause through analysis and defining an appropriate solution.
• Use a range of logical, data, process and root cause analysis tools to develop an understanding of the problem and identify a root cause.
• Understand the importance and approaches to verifying a root cause.
• Identify, evaluate and develop solutions that address the root cause of the problem.

Target Audience
This course offers practical root cause analysis & incident investigation training, aimed at new and experienced managers, business leaders and executives who continually make investigations to avoid unpleasant workplace incidences for employees, clients and their businesses.

Target Competencies

• Good understanding of business risks
• Leadership skills
• Customer Oriented
• Effective communicator
• Great decision-making skills
• Ability to work under pressure

Date: June 28-29, 2018

Course Methodology
The planning, execution, and control of activities involved in converting resources into value-added and desired goods and services constitute the Operations Management (OM) function of an organisation. This course examines the role of Operations Management in supporting effective strategy execution and how it may be leveraged as a sustainable source of competitive advantage.

Course Objectives
By the end of this course, participants should be able to:

• Identify and articulate how operations management contributes to the achievement of an organization’s strategic objectives.
• Critically evaluate the operations function in manufacturing and service production settings.
• Appraise and apply forecasting methods as the basis for management’s planning and control activity.
• Assess and formulate decision-making strategies to address operating issues that have short, intermediate or long lead times.
• Evaluate approaches to problem-solving and process improvement in production settings

Target Audience
This course offers practical operations management training, aimed at new and experienced operation managers who have a responsibility for overseeing the management activities in an organization.

Target Competencies

• Good understanding of business
• Leadership skills
• Customer Oriented
• Effective communicator
• Understanding of financial performance