peoplesource consulting - 2015 open programmes calendar

Transcription

PEOPLESOURCE CONSULTING
Open Training Profile
2015
PEOPLESOURCE CONSULTING - 2015 OPEN PROGRAMMES CALENDAR
PROGRAMMES
TARGET
AUDIENCE
Jan
‘15
Feb
‘15
Mar
’15
Apr
‘15
May
‘15
Jun
‘15
Jul
‘15
Aug
‘15
Sept
’15
Oct
‘15
Nov
‘15
Dec
‘15
LEADERSHIP AND MANAGEMENT
The High Performing
Manager
Leading in a Professional
Service Firm
Leadership and
Management Skills for the
Executive PA
Leadership and Strategy for
Senior Managers
All Managers
th
th
th
28 -30
(Lagos)
(Lagos)
th
Everyone in a
leadership role in a
Professional
Service Firm
Experienced PAs
and EAs looking to
become Managers
th
16 -18
th
th
th
25 -27
8 -10
25th-27th
(Lagos)
(Lagos)
(Lagos)
4th-6th
3rd-5th
4th-6th
(Lagos)
(Lagos)
(Lagos)
th
Experienced
leaders, Senior &
Executive
Management staff
th
13 -15
(Lagos)
PEOPLE MANAGEMENT
Developing HR
Competencies for the
Public Sector
The Skillful Interviewer
The Learning and
Development Administrator
Organisational
Development and Change
th
All Admin and HR
Personnel in the
Public Sector
Anyone involved
with conducting
interviews
Training
Administrators and
Assistants and
Secretaries to
Training Managers
OD Executives, HR
Leaders and others
leading change
th
27 -30
(Abuja)
22nd-23rd
(Lagos)
th
1st-2nd
13th-14th
(Lagos)
(Lagos)
th
12 -13
22nd-23rd
(Lagos)
(Lagos)
nd
th
22 -24
(Lagos)
18th-20th
9th-11th
(Lagos)
Strategic HR Business
Partnering
The HR Manager’s Master
Class
Senior HR staff, HR
Business Partners
Senior &middle
level HR Managers
14 -17
(Lagos)
Recruitment Selection and
Resourcing Talent
Recruiters and
other HR personnel
involved with
talent resourcing
29th-30th
(Lagos)
(Lagos)
th
21st -23rd
(Lagos)
th
th
th
8 -11
(Lagos)
4th-5th
(Lagos)
19th-20th
(Lagos)
PROGRAMMES
Managing the Training
Function
Administering the HR
Function
TARGET
AUDIENCE
Jan
‘15
Feb
‘15
Mar
’15
Apr
‘15
Training and L&D
Managers, others
involved with the
Training function
HR Administrators,
Executives and all
HR staff
Fundamentals of HR
Practice
HR Executives and
those looking to
start a career in HR
Managing Employee
Performance
HR Managers, Line
Managers and all
other leaders
Strategic Talent
Management
HR Managers,
Talent Managers,
other HR leaders
Becoming an Effective
Trainer
Training
Facilitators,
Internal trainers,
Line Managers and
other leaders
Category Management
Essentials
Category,
Marketing, Sales
and Business Dev.
Managers
Category & Key
Account Managers
& Business Dev.
personnel
All front desk and
Customer facing
personnel
May
‘15
th th
7 -8
(Lagos)
Jun
‘15
Jul
‘15
Aug
‘15
Sept
’15
th
th
29 -30
(Lagos)
Oct
‘15
Nov
‘15
Dec
‘15
27th-28th
(Lagos)
8th-10th
29th-31st
7th-9th
(Lagos)
(Lagos)
(Lagos)
16th-17th
(Lagos)
27th-28th
16th-17th
(Lagos)
(Lagos)
24th - 26th
(Lagos)
BUSINESS DEVELOPMENT & SERVICE DELIVERY
Effective Key Account
Management
Achieving Customer
Service Excellence
Managing Crises Situations
in Service Delivery
All front desk and
Customer facing
personnel
21st-22nd
(Lagos)
1st-3rd
(Lagos)
17th-18th
15th-16th
(Lagos)
(Lagos)
30th
(Lagos)
14th
(Lagos)
17th
(Lagos)
PERSONAL DEVELOPMENT
The Executive PA
Business Negotiation,
Persuasion and
Communication Skills
New & experienced
PAs and EAs
Procurement, Sales
and Business
Development
professionals
th
th
th
18th-19th
(Lagos)
12 -13
(Lagos)
5th-7st
th
15 -16
(Lagos)
11th-13th
(Lagos)
(Lagos)
PROGRAMMES
TARGET
AUDIENCE
Travel & Protocol
Management for PAs and
Administrators
Personal Assistants
Exec. Assistants
and Administrators
The Business Leaders’
Master Class
Senior & Executive
Management
Investment Banking
MasterClass
Anyone working in
Investment
Banking needing
end to end
understanding of IB
Experienced PAs
and EAs looking to
become Managers
Jan
‘15
Feb
‘15
Mar
’15
Apr
‘15
th
th
28 -29
(Lagos)
May
‘15
Jun
‘15
Jul
‘15
Aug
‘15
Sept
’15
Oct
‘15
th
th
12 -13
(Lagos)
Nov
‘15
Dec
‘15
INTERNATIONAL PROGRAMMES : LEADERSHIP, FINANCE AND PUBLIC SECTOR MANAGEMENT
Advanced Leadership and
Management Skills for the
PA
Developing Senior
Management Capacity
Top Executives and
Senior Managers
rd
th
th
23 -27
(Dubai)
st
17 - 21
(London)
st
th
31 Aug - 4 Sept
(London)
th
th
7 -10
(Dubai)
2nd-6th
(Dubai)
th
th
13 -16
(London)
30th Nov - 4th Dec
(Accra)
PROGRAMME SUMMARIES
Pg 5
LOCAL PROGRAMMES
THE HIGH PERFORMING MANAGER - (3 DAYS)
A Manager’s break-even point is the stage at which he or she has contributed as much value to the organisation in his or her role as he or she
has consumed. Most leaders start off in a role as net consumers and transit to value creators as they gradually learn to lead effectively and take
strategic action. ―The High Performing Manager course is an accelerated development programme which enhances participant’s ability to
become net contributors to their organisation in a much shorter time frame (the next 100 Days) and thus increase the value they can add to their
employer.
Fee – N168,000.00 incl. VAT
LEADING IN A PROFESSIONAL SERVICE FIRM - (4 DAYS)
Achieving success in managing a professional service firm is a balancing act that requires extraordinary leadership abilities. Senior managers
must work to satisfy clients, motivate staff, and build a strong vision—all while employing the fiscal discipline to maintain a sound bottom line.
This course equips participants to develop the talent, corporate culture, and strategies needed to position their organisation for long-term
success. Numerous case studies of successful service firms will be studies to develop the skills needed to refine their own organisation's
business operations and strategy.
LEADERSHIP AND MANAGEMENT SKILLS FOR THE EXECUTIVE PA - (3 DAYS)
This programme will help experienced Personal Assistants, Executive Assistants and other support staff who work with the executive
management to develop high level leadership and management skills enabling them support the senior executives they work with better and
equipping them to transit into other senior roles within the organisation. It is also available as a 4 day offshore development programme.
Pg 6
LEADERSHIP AND STRATEGY FOR SENIOR MANAGERS - (3 DAYS)
This Programme is designed for all managers and leaders who are either new to strategic planning or who would like to sharpen their skills in
the area of strategic planning and decision making. The Programme is highly practical and contains a variety of case studies. Participants will
be given the opportunity to present 'real-life' scenarios and tackle projects during the programme. This course explores best-practices in
strategic leadership and participants will be requested to use ‘live examples’ of strategic plans and evaluate their effectiveness.
DEVELOPING HR COMPETENCIES FOR THE PUBLIC SECTOR – (4 DAYS)
This course is designed to provide participants with an understanding of the evolution of human resource management policies and practices,
and how changes over time reflect shifting societal values and environmental circumstances. Our emphasis is on improving understanding of
the historical context and current conditions of public sector HRM and developing basic skills necessary to be an effective manager of human
resources. A professional public administrator must be prepared to advocate for the strategic importance of human resources, find ways to be
flexible and responsive to change, adapt to changing patterns of employment and inter-sectoral relations, utilise technology to more effectively
communicate with prospective and existing employees, and develop more sophisticated and effective methods of measuring and re warding
performance This course is designed to help prepare the aspiring public administrator and enhance the abilities of the practicing publ ic
administrator with respect to the aforementioned challenges and serves as an ideal precursor to the acquisition of a certification in the HR
profession.
THE SKILLFUL INTERVIEWER - (2 DAYS)
The Skillful Interviewer is a course is designed to equip participants with the skills to become better interviewers and learn how to conduct
successful interviews by choosing the right employee(s). As well as improving interviewing skills, participants will also learn recruitment and
employment law and best practices relating to a recruitment interview. Participants learn the stages of carrying out interviews and how to
conduct an effective interview that will identify the best candidates for the job. This is a very practical programme with lots of role plays, reviews
and feedback. It will be especially relevant for Line Managers, HR practitioners, Recruitment Consultants and others involved in interviews.
Pg 7
THE LEARNING AND DEVELOPMENT ADMINISTRATOR - (2 DAYS)
Participants learn about the L&D function, the training process and the wide range of skills and qualities they need for success. The learning
and development function can help plan and shape a workforce to meet ever changing business needs and there is a clear link b etween
learning, motivation and the achievement of corporate goals. To do this successfully, the function needs effective, efficient administration. This
course provides participants with the practical skills to proactively support the training, learning and development function in your organisation.
ORGANISATIONAL DEVELOPMENT AND CHANGE - (3 DAYS)
Organisations must respond effectively to change to survive in today’s competitive global market. This new programme provides a
comprehensive grounding on organisational development. Participants acquire key skills and a set of practical OD tools for dealing with the
difficult task of changing their organisations and the individuals within them, from making the business case to change proje ct management,
through to successfully gaining buy-in from employees and dealing with resistance, to evaluation. Ideal for OD practitioners, Learning and
Development practitioners, Senior HR practitioners, Consultants, line managers and any member of staff tasked with developing the
organisations people and implementing change.
STRATEGIC HR BUSINESS PARTNERING - (3 DAYS)
This highly successful programme helps participants understand how to develop HR Strategy that aligns with their organisation's objectives,
how HR Business Partnering operates in practice, what success looks like, how to continuously develop HR business partnering capabilities,
where common problems occur and what options there are for moving forward. We have been running this programme in Nigeria for four years
now and as the HRBP model becomes more commonplace in the Nigerian market, we have developed numerous local cases to enhance its
specific relevance to participants’ current experiences thus making this programme an essential learning opportunity for any HR Manager in
Nigeria today.
Pg 8
THE HR MANAGER’S MASTERCLASS - (4 DAYS)
Based on participants’ feedback, this was our most successful programme in 2014. It comes highly recommended for senior HR leaders.
Organisations need their HR departments to lead and drive the achievement of outstanding results through people; effectively influencing the
rest of the business to get on board. This programme is specifically designed to address the need of HR Managers seeking a fast track to
career development by acquiring the prerequisite knowledge required to gain relevance as a HR leader within management. Participants gain
insights, tools and confidence needed to deliver the organisations expectations from HR's leadership today. By drawing together a very senior
and experienced practitioner faculty to lead sessions where best practice and leading thought is explored, the programme will equip participants
with the competence for strategic HR practice at the highest level; helping them develop, build and lead outstanding HR teams.
Fee – N220,500.00 Incl. VAT
RECRUITMENT SELECTION AND RESOURCING TALENT – (2 DAYS)
This is a highly effective course providing an overview of the recruitment, selection and resourcing process, including preparation f or, and
practical experience of, conducting interviews. This practical course provides participants with the essential tools for different recruitment and
selection methods, explains the legal context of recruitment and selection, and how to select appropriate recruitment channels. The group
discussions and role-play will enable participants understand how best to construct job descriptions and person specifications, and ascertain
suitably effective induction processes
MANAGING THE TRAINING FUNCTION - (2 DAYS)
This course equips training managers and senior executives responsible for this area of HR with the competence to lay the foundations for a
professional Training or L&D function through defining mission, vision and values, and aligning strategic function objectives with the overall
business plan. An effective Training or L&D Manager knows the importance of delivering a service that meets business needs to the impact of
his or her role. This course provides the skills and knowledge to help participants ensure that the Training or L&D function is at the heart of their
organisation, from strategic objectives to front line delivery. Learn about setting the strategic vision, agreeing objectives, identifying business
learning needs, evaluating interventions, measuring results, marketing the Training or L&D function and providing an internal consultancy
service.
Pg 9
ADMINISTRATING THE HR FUNCTION - (2 DAYS)
Administering HR is a very important part of the department’s role. This practical programme helps participants develop the confidence and
skills to excel as HR Administrators. It explores the role of the HR administrator, laws guiding HR administration, record ke eping, data
confidentiality, and document retention, recruitment and selection, processing contracts as well as employment termination, discipline and
grievance and other relevant aspects of the role.
FUNDAMENTALS OF HUMAN RESOURCE PRACTICE - (3 DAYS)
This course is a comprehensive and up-to-date guide to virtually every aspect of human resource practice. Participants explore all the
information and skills they need to do their job and make a positive impact within the HR team. They will also be equipped with the knowledge
they need to contribute towards enhancing the performance of HR within their organisation.
MANAGING EMPLOYEE PERFORMANCE - NIGERIA (2 DAYS)
As a manager you cannot mandate excellent performance from your staff. Individuals will only give their best if they have the appropriate
knowledge, skills and attitude. This programme is not only designed to enable HR practitioners and line Managers become familiar with the
mechanics of performance appraisal and review, but offers a broader understanding of why performance issues exist and how best to deal with
them. Participants will acquire the ability to support employees plans, set expectations for them, continually monitor their performance, develop
their capacity to perform, periodically rate their performance in a summary fashion and reward good performance within their organisation.
STRATEGIC TALENT MANAGEMENT - NIGERIA (2 DAYS)
Today's challenges continue to change how companies, governments and institutions manage their relations with the people who work for
them. The new global economy and the impact of technology is creating an environment in which only those organizations with the most wellprepared and committed people will be able to develop a sustainable competitive advantage. This program is designed to support companies in
the development of talent management strategies. HR Managers, Talent Managers and other HR Leaders will acquire the skills needed to
identify top talent, align them with their corporate strategy, offer career development in a global context and retain them a s their most valuable
asset.
Pg 10
BECOMING AN EFFECTIVE TRAINER - NIGERIA (3 DAYS)
Organisations gain significant cost savings by running internal training and sharing knowledge with a staff faculty. This course equips
experienced leaders, Training Facilitators and other managers to train other members of staff using professional skills and tools to transfer their
expertise and knowledge in an effective manner to ensure cost efficiency without compromising quality and results. This practical programme
helps participants develop the confidence and skills to excel as facilitators. It provides tips, tools and techniques for effective training and
facilitation and affords participants ample opportunity for role playing, review and feedback. Participants also identify and develop a range of
learning methods to support all learning styles.
CATEGORY MANAGEMENT ESSENTIALS - NIGERIA (2 DAYS)
Category Management Essentials is a highly interactive programme that allows participants to apply the skills they already ha ve and the new
skills learnt during the course in simulated scenarios and situations based on actual industry events. Designed for Category Managers,
Marketing, Sales and Business Development personnel, the programme integrates the processes of category management in a way that
provides ample opportunity for practice, execution and evaluation of the differing approaches in use today.
EFFECTIVE KEY ACCOUNT MANAGEMENT - NIGERIA (3 DAYS)
80% of sales will come from around 20% of customers. It is usually this top 20% with the potential to generate the greatest Return on
Investment that a business will define as its Key Accounts. Your key accounts are your competitors’ key prospects, so you must pay particular
attention to nurturing, growing and retaining these relationships. A skilled Key Account Manager plays one of the most important roles in
protecting a business’s prosperity. Participants gain the knowledge and skills to have an edge in an increasingly competitive business world.
ACHIEVING CUSTOMER SERVICE EXCELLENCE - NIGERIA (2 DAYS)
This programme will equip employees responsible for dealing with customers and developing business relationships with the tools and
techniques to consistently exceed customer expectations, build the trust and confidence customers have in them and ensure they can secure
repeat business for their organisations.
Pg 11
MANAGING CRISES SITUATIONS IN SERVICE DELIVERY - NIGERIA (1 DAY)
Dealing with customers in service crises situations, require frontline staff who have developed a high level of care and competence in managing
interactions with the customer. Managing Crises Situations in Service delivery is a one-day training programme which provides delegates with
advanced knowledge and skills to manage customer relationships, avoid or contain crises situations effectively, handle complaints, deal with
difficult customers to achieve positive outcomes for their organisations
THE EXECUTIVE PA - NIGERIA (2 DAYS)
The PA is a pivotal role in the management team. Senior PAs and EAs acquire the skills to achieve organisational objectives through
partnership with their manager, gain time management and communication skills to contribute effectively to their organisation and focus on skills
and competencies needed to excel in a PA role. Being a PA or EA requires working closely with someone important and busy and it can be
difficult to avoid overlooking personal needs and aspirations. We explore how to manage future career growth and get particip ants to practice
new skills through role play and group work.
BUSINESS NEGOTIATION, PERSUASION AND COMMUNICATION SKILLS - NIGERIA (3 DAYS)
The need to equip procurement, sales and business development professionals with the skills and know-how to communicate, persuade and
negotiate effectively cannot be over emphasised. With each company racing to get the right product to the right place at the right time and, at
the right cost, the level of competence in these areas within an organisation as well as the effectiveness with which these skills are applied in
business discussions and negotiations can determine the success or otherwise of such an organisation. This is a highly interactive programme,
focussed on the workplace context of procurement and business development professionals across industry. It is practical in orientation and
aims to challenge participants to develop their skills in negotiating and communicating and influencing in more effective ways.
Pg 12
TRAVEL & PROTOCOL MANAGEMENT FOR PAS AND ADMINISTRATORS - NIGERIA (2 DAYS)
This programme will equip experienced and new PAs and Administrators as well as others involved with managing the protocol an d travel
needs of senior level personnel with the knowledge, skills and competence they need to execute their role effectively. Participants become
aware of the key aspects of protocol and learn to appreciate the requirements for arranging business travel. They will also be able to conduct
exceptional recovery planning and develop strategies in planning, organising and managing as part of their protocol duties as well as draft an
outstanding contingency plan for their organisation.
INTERNATIONAL PROGRAMMES
THE BUSINESS LEADERS MASTERCLASS – OFFSHORE (5 DAYS)
This programme will open up participants to new horizons on leadership and expose them to a broad range of models, ideas and experiences.
Our approach is unconventional and this is deliberate – to challenge your assumptions and beliefs and encourage you to think deeply and
creatively about the leadership issues you face. This programme also provides the tools and language which inform critical st rategic choices. It
will help participants prioritise projects that maximise shareholder value and manage risk. Over 5-days we equip participants with the ability and
confidence to use the tools and language of finance to influence decisions in the boardroom. Business appraisal, funding meth ods and
corporate governance is also explored in detail so participants have the financial decision making knowledge essential for all business leaders.
Fee – £3,450.00 incl. VAT
INVESTMENT BANKING MASTERCLASS - OFFSHORE (5 DAYS)
This 5-day programme provides anyone working in the Investment Banking sector with a broad understanding of the industry and its
interdependence with other parts of the financial world. You will acquire a sound end to end understanding of Investment Banking business,
have a good knowledge of the types of trading and markets that investment banks operate in, understand the key roles within an investment
bank, the importance of those key roles to the bank and the markets the banks operate in and the characteristics of those mar kets, understand
the different types of risks that an investment bank faces and how those risks are managed and much more. The programme is designed to
help participants gain a broad and relatively deep grounding of investment banking and capital markets. Delivery of content w ill also be pitched
to meet the requirements (and knowledge level) of individual course participants.
Pg 13
ADVANCED LEADERSHIP AND MANAGEMENT SKILLS FOR THE PA – OFFSHORE (4 DAYS)
This programme is a 4 day leadership and management skills development course for Executive PAs. The April run holds in Dubai while the
October run which holds in London is scheduled to coincide with the National PA week in the UK and participants get to attend the National PA
Day event at the Olympia, network with their peers from various countries and gain from their breadth of perspectives and experience. The
course curriculum is also broadened to address the needs of experienced management support personnel within both the public and priv ate
sector. Whether they attend the Dubai or London run, this programme will be a suitable development programme for your Personal Assistants,
Executive Assistants, Administrators and Office or Practice Managers whose roles all include support for very senior leaders in the public and
private sector. Participants will acquire high level leadership and management skills enabling them support the senior executives they work with
better and equipping them to transit into other senior roles within their organisation.
DEVELOPING SENIOR MANAGEMENT CAPACITY - OFFSHORE (5 DAYS)
Focusing mainly on leadership, strategy and people, this is a 5-day course specifically designed for top executives and Senior Managers who
are looking for a more realistic approach to the use of the full range of strategic management tools and skills available to them in their roles,
those needing to develop their capacity to lead and influence at top management level and those who want to acquire excellent people
management capabilities. It combines aspects of organisational and management theory, a pragmatic approach to the realities of day-to-day
work life and the factors impacting on the organisations and countries represented in the seminar room.
LOCAL PROGRAMMES
COURSE OUTLINES
Pg 15
THE HIGH PERFORMING MANAGER
(3 DAYS)
OVERVIEW
A Manager’s break- even point is the stage at which he or she has contributed as much value to the organisation in his or her role as he or she has consumed.
Most leaders start off in a role as net consumers and transit to value creators as they gradually learn to lead effectively and take strategic action. This
programme enhances participant’s ability to become net contributors to their organisation in a much shorter time to increase value to the employer.
WHAT DO I GET OUT OF IT?
Understanding why
leadership transitions are
critical
Skills to manage
leadership transitions
effectively
Confidence to build
credibility with
colleagues
Skills to motivate your
team to higher
performance
Knowledge to apply big
picture thinking to team
management
Steps to diagnose and
solve bottlenecks to team
and individual
effectiveness
Reinforced learning
through group work, role
plays and case studies
WHO IS IF FOR?
Managers, team leaders and others in leadership roles that need to enhance their team management skills and achieve
high performance in short time frames.
WHAT IS IT ABOUT?
From mental preparedness to forging alliances and securing early wins, our highly experienced facilitators lead
participants through every aspect of taking on a new leadership role. Sessions provide a systematic and powerful
framework as well as strategies to enable them take charge effectively within their first quarter in the new role.
COURSE OVERVIEW
Fundamental Principles for successful transitions
Laying the groundwork: Preparing to take charge
Accelerating your learning: When, where and how to
Diagnosing the situation and developing the right strategies
Identifying key immediate priorities and securing early wins
Building productive working relationships
Identifying and addressing root causes of poor performance
Building the team and implementing change where required
Identifying key stakeholders and creating coalitions
Pg 16
LEADING IN A PROFESSIONAL SERVICE FIRM
(4 DAYS)
OVERVIEW
This programme equips participants with the skills and knowledge to develop the talent, corporate culture, and strategies needed to position their organisation
for long-term success. Using case studies of successful service firms, participants are able to develop the skills needed to refine their own organisation's business
operations and strategy.
Understand
the
key
concepts
of
leadership and how
they impact on the
strategic direction of
your organisation
Understand
what
makes an effective
strategic leader and
why
leadership
in
professional
service
firms is unique.
Acquire the knowledge
and acumen to think,
act
and
plan
strategically
WHO IS IT FOR?
Management consultants, accountants, lawyers, actuaries, engineers, architects, surveyors, physicians, public relations
professionals, recruiters and others involved in professional practice of whatever kind who are saddled with the
responsibility for crafting and leading the execution of firm operations at strategic and day to day levels.
WHAT IS IT ABOUT?
Achieving success in managing a professional service firm is a balancing act that requires extraordinary leadership abilities.
Senior managers must work to satisfy clients, motivate staff, and build a strong vision—all while employing the fiscal
discipline to maintain a sound bottom line. This course equips participants to develop the talent, corporate culture, and
strategies needed to position their organisation for long-term success. Numerous case studies of successful service firms will
be studies to develop the skills needed to refine their own organisation's business operations and strategy.
COURSE OVERVIEW
Working in groups and individually, participants on the course will gain diverse insights that will improve their ability to:
Attract, develop, and retain talented professionals who will ensure their firm's growth
Build a culture that fosters both corporate success and individual achievement
Implement governance, decision-making, and performance metrics to suit their firm's unique attributes
Sharpen core competencies and follow best practices to deliver maximum value
Implement a long-term business plan to drive future performance
Pg 17
LEADERSHIP AND MANAGEMENT SKILLS FOR THE EXECUTIVE PA
(3 DAYS)
OVERVIEW
This programme will help experienced Personal Assistants, Executive Assistants and other support staff who work with Executive Management to develop high
level leadership and management skills enabling them support the senior executives they work with better and equipping them to transit into other senior roles
within the organisation.
WHO IS IT FOR?
WHAT DO WE GET OUT OF IT?
Identify essential skills and
capabilities to lead in the
workplace
Understand personal
effectiveness and maximise
performance
Enhance work relationships
through understanding, trust and
respect
Communicate effectively and ask
the right questions
Discover your leadership style to
enhance your performance
Personal Assistants, Executive Assistants and other support staff who work with Executive Management
WHAT IS IT ABOUT?
This is an offshore leadership and management development programme designed to provide Executive PAs
with a sound grasp of complex issues involved in management. They also build the foundational skills
necessary for successful leadership, office and people management including learning how to manage
performance, budgets and projects. We also explore topics including motivation, leadership style,
understanding & developing your team, conflict handling and delegation. Finally, participants get
an opportunity to review the management of their own careers and develop a career map for the future.
COURSE OVERVIEW
Leadership in the Workplace
Project Management
Corporate Strategy
Leader vs. Manager
Managing Organisational Culture
Dysfunctions of a team
Managing Upwards
Time Management,
Delegation and Giving
Feedback
Communication and Influencing Skills
Ascertain the value of others
through effective teamwork
Achieve your goal through
influencing and persuasion styles.
Emotional Intelligence
Managing Change
Personality Styles &
Motivation
Measuring Performance
Pg 18
LEADERSHIP AND STRATEGY FOR SENIOR MANAGERS
(3 DAYS)
OVERVIEW
This programme is designed for all managers and leaders who are either new to strategic planning or who would like to sharpen their skills in the area of
strategic planning and decision making. Participants learn best-practices in strategic leadership using live examples of strategic plans and evaluating their
effectiveness.
WHO IS IT FOR?
Delegates will gain knowledge and
skills to:
This course is designed for those new to strategic management or who are strategic managers but have had
little formal training in the subject; however, it is equally useful for aspiring managers who see strategic
leadership as a key skill for them to develop.
Define the role of the senior strategic
leader
Build new processes and critically
evaluate existing structures to support
strategic and operational plans
Produce a plan for strategy
implementation, review and
evaluation.
Establish and apply the criteria to
evaluate strategic plans against
corporate objectives
Implement stakeholder development
Design an action plan to support
implementation of an improved
strategic approach
WHAT IS IT ABOUT?
The programme is highly practical and contains a variety of case studies. Participants will be given the
opportunity to present 'real-life' scenarios and tackle projects during the programme. This course explores
best-practices in strategic leadership and participants will be requested to use ‘live examples’ of strategic
plans and evaluate their effectiveness.
COURSE OVERVIEW
Understand the role of the leader in the strategic planning process
Identify the importance and practice the skills of visionary and inspirational leadership
Linking business processes to corporate strategy and objectives
Evaluating your plan against corporate objectives
Streamline process, structure and strategy to support attainment of business objectives
Building new processes and use of IT
Analyse and critically assess business/organisational performance,
Decision-making enhancement to support strategic planning and its implantation
Implementing strategy
Stakeholder analysis and external impact
Pg 19
DEVELOPING HR COMPETENCIES FOR THE PUBLIC SECTOR
(4 DAYS)
OVERVIEW
This course is designed to provide participants with an understanding of the evolution of human resource management policies and practices, and how changes
over time reflect shifting societal values and environmental circumstances. Our emphasis is on improving understanding of the historical context and current
conditions of public sector HRM and developing basic skills necessary to be an effectively manage human resources. This course is designed to help prepare the
aspiring public administrator and enhance the abilities of the practicing public administrator to face emerging challenges.
WHO IS IT FOR?
Apply detailed knowledge of the
most modern HR policies and
strategies
Apply and develop leadership skills
and behaviour to motivate staff
Understand the benefits of effective
staff management and reward
systems
Develop techniques to ensure
recruitment, selection and promotion
are merit based
Plan and implement a performance
and reward system
All public services and staff of all cadres in human resource management who desire to positively contribute to
modernization in their own organisation.
WHAT IS IT ABOUT?
This programme focuses on the relevance of managing human resources and the need to update practices in
order to fully utilise human capacity in achieving improved public service delivery. Through the programme,
delegates will acquire skills in harnessing optimum performance from staff through a combination of tools and
systems
COURSE OVERVIEW
Strategic importance of Human Resource Management (HRM), planning and development in
progressive public sector organisations
The alignment of Human Resource (HR) policies and strategies with organisational policies and
strategies
Performance Management
Identify effective approaches to HR planning and development
Discuss performance management systems, compensation and benefits
Manpower Planning Models
* Please request for the information pack for this programme for further details
Pg 20
THE SKILLFUL INTERVIEWER
(2 DAYS)
OVERVIEW
The Skillful Interviewer is a course designed to equip participants with the skills to become better interviewers and to learn how to conduct successful interviews
and choose the right employee(s). As well as improving interviewing skills, participants will also learn recruitment and employment law and best practices.
WHO IS IT FOR?
After completing this course, participants
will know how to:
Identify the benefits of interviewing
skills and the various types of interviews
Establishing a plan for an interview and
prepare the room for an interview.
Handle an interview by developing an
understanding of the various types of
candidates
Conduct an interview by following a
specific structure, and use effective
communication techniques when
interviewing.
Identify the types of bias, the steps
involved in evaluating a candidate, and
several criteria for ranking candidates.
Identify the follow-up tasks that should
be performed after an interview.
This is a highly beneficial course for anyone involved in conducting interviews or sitting on interview panels
WHAT IS IT ABOUT?
Participants learn the stages of carrying out interviews and how to conduct an effective interview that will
identify the best candidates for the job. This is a very practical programme with lots of role plays, reviews
and feedback. It will be especially relevant for Line Managers, HR practitioners, Recruitment Consultants
and others involved in interviews.
COURSE OVERVIEW
Fundamentals of interviews
Importance of interviewing skills
Identifying types of interviews
Defining the job, analyzing and defining the culture
Planning and preparing
Planning for an interview, analysing a candidate’s resume, identifying lead questions
Preparing for an interview and ensuring privacy
Identifying personality styles and types of candidates
Handling and conducting the interview
Understanding the importance of silence
Conducting an interview – Role Plays
Opening the interview, gathering information, taking notes and closing the interview
Identifying effective communication techniques
Evaluating and deciding
Following up after an interview
Pg 21
THE LEARNING AND DEVELOPMENT ADMINISTRATOR
(2 DAYS)
OVERVIEW
This very practical programme helps participants develop the confidence and skills to administrate the L&D function effectively, supporting the training process
and exhibit the wide range of skills and qualities needed for success in the role.
.
Enhance the Learning function so it
contributes to the strategic impact of
HR within your organisation.
WHO IS IT FOR?
This programme is highly beneficial for new and experienced L&D Administrators, Training Coordinators and Assistants
or Training Managers’ Secretaries.
WHAT IS IT ABOUT?
This practical course will give you
the knowledge and skills to:
Participants learn about the L&D function, the training process and the wide range of skills and qualities they need for
success. The learning and development function can help plan and shape a workforce to meet ever changing business
needs and there is a clear link between learning, motivation and the achievement of corporate goals. To do this
successfully, the function needs effective, efficient administration. This course provides participants with the practical
skills to proactively support the training, learning and development function in your organisation.
Describe the key activities
of the L&D department
and your role within it
Set up effective
administration systems and
procedures
Identify the features and
benefits of a learning
management system
Design user-friendly
communication which is
relevant and informative
assist in the preparation
and control of the
department’s budget
integrate e-learning and
blended learning into a
learning culture.
COURSE OVERVIEW
The changing role of learning and development; running the learning function as a business; the role of the
L&D administrator
Learning policy and process; the learning process and the administrator’s role within it
Managing learning events: identifying learning needs, highlighting different solutions; looking at
advantages and disadvantages
How we can quantify and qualify the impact of learning events on all levels of staff
Blended learning solutions: how to integrate online
Records and information: what is a learning management system(LMS); evaluating software systems
Promoting learning activities.
Pg 22
ORGANISATIONAL DEVELOPMENT AND CHANGE
(3 DAYS)
OVERVIEW
Participants acquire key skills and a set of practical Organisational Development tools for dealing with the difficult task of changing their organisations and the individuals
within them, from making the business case to change project management, through to successfully gaining buy-in from employees and dealing with resistance, to evaluation.
Acquire the skills to ensure your
organisation can respond effectively to
change and survive in today’s
competitive global market.
Understand how to Integrate
processes to create a coherent
joined up high performance
strategy.
Establish and clarify expected
behaviour and performance
levels
Monitor and assess
performance more effectively
Give your staff the best
quality feedback possible
Build on performance
successes and develop people
to their full potential
WHO IS IT FOR?
This programme is highly recommended for OD practitioners, Learning and Development practitioners, Senior HR practitioners,
Consultants, line managers and any member of staff tasked with developing the organisations people and implementing change.
WHAT IS IT ABOUT?
This is a highly interactive programme focusing on the skills and practical tools for dealing with change in organisations; from
making the business case to change project management, through to successfully gaining buy-in from employees and dealing with
resistance, to evaluation.
COURSE OVERVIEW
Making the business case for planned change
Tools for organisational transformation
Tools for organisational transition
Embedding change in organisations
Enhancing team performance
Tools for changing culture.
Establishing a culture of creativity and innovation
Influencing organisational culture
The Skills of an effective OD practitioner
Self Assessment tools
Helping others achieve personal change
Building rapport and dealing with people’s fears.
Evaluating programme success and much more…..
Pg 23
STRATEGIC HR BUSINESS PARTNERING
(3 DAYS)
OVERVIEW
This programme helps participants understand how to develop an HR Strategy that aligns with their organisation's objectives, how HR Business Partnering
operates in practice, what success looks like, where common problems occur and what options there are for moving forward.
WHO IS IT FOR?
Key characteristics
of an effective HR
strategy
The knowledge to
apply
strategic
Human Resource
Management
in
practice
Steps to achieve
acceptance
for
the HR strategy
An understanding
of how HR fits with
organisational
strategy
The
skills
to
develop HR plans
Gain 'buy-in' from
key players in the
organisation
Implement change
to achieve the
plan
Tools to measure
success
Experienced HR professionals responsible for HR strategy, HR Business Partners looking to enhance their skills and
competencies and other HR departmental managers seeking ways to ensure HR makes a strategic impact on their
organisation.
WHAT IS IT ABOUT?
People are key to the achievement of organisational goals and can be an organisation’s most important competitive
edge. HR strategy therefore should be integrated with overall organisational strategy to facilitate the achievement
of organisational objectives, and to ensure that the policies and processes are in place to meet the needs of your
staff.
COURSE OVERVIEW
Strategic human resource management
Getting commitment and meaningful HR Planning
Ensure HR makes a real difference for the organisation
Formulating the strategy and developing HR plans
Advantages and disadvantages of different approaches
Aligning HR strategy with organisational goals
Principles and levels of HR strategy
HR strategy that contributes to business success
HR Strategy and Culture
Aligning culture with vision and values
Reinforcing culture with HR and Management processes
Pg 24
THE HR MANAGERS MASTERCLASS
(4 DAYS)
OVERVIEW
Organisations need their HR departments to lead and drive the achievement of outstanding results through people; effectively influencing the rest
of the business to get on board. This programme will give participants the insight, tools and confidence to deliver against these expectations.
WHO IS IT FOR?
Understand the latest thinking and
best practices in HR.
Gain the confidence to contribute
to top level strategic discussions on
the role of HR and its impact to the
business.
Understand all key aspects of HR
and its application at management
and strategic levels.
Acquire a broad and global
perspective on key issues and
concepts leaders in HR are faced
with today.
Understand what makes an
effective and strategic HR leader
Acquire the knowledge and
acumen to think, act and plan
strategically
This course is for any senior HR Manager looking to fast track the growth of his or her career.
WHAT IS IT ABOUT?
Do your HR Managers need a more thorough, broad
practice? Are you or any of your colleagues a senior or
boost? Are you or your colleagues experienced in
Development and in need of a broad based, high level
as a whole? This programme is for you.
COURSE OVERVIEW
HR and its strategic role within the organisation
Resourcing and Talent Attraction
Talent Management
Organisational Development
Compensation and Benefits
Change Management
HR Strategy & HR Business Partnering
HR Analytics
Organisational Design
Career Management
and strategic view of HR management and
mid level HR practitioner in need of a career
a specific area of HR e.g. Learning and
and strategic perspective to HR management
Pg 25
RECRUITMENT SELECTION AND RESOURCING
(2 DAYS)
OVERVIEW
This is a highly effective course providing an overview of the recruitment, selection and resourcing process, including preparation for, and practical experience
of, conducting interviews.
WHO IS IT FOR?
By the end of the course participants will
be able to:
Explain the factors that affect
an organisation’s talent
planning, recruitment and
selection policy
identify appropriate recruitment
and selection methods
contribute to the recruitment and
selection interviewing process
for a job role
demonstrate an understanding
of the importance of effective
induction.
This practical course is suitable for anyone in an HR support role as well as those involved in recruitment,
selection and resourcing talent.
WHAT IS IT ABOUT?
This is a highly effective course providing an overview of the recruitment, selection and resourcing process,
including preparation for, and practical experience of, conducting interviews. This practical course provides
you with the essential tools for different recruitment and selection methods, explains the legal context of
recruitment and selection, and how to select appropriate recruitment channels. The group discussions and
role-play will enable you to understand how best to construct job descriptions and person specifications, and
ascertain suitably effective induction processes
COURSE OVERVIEW
Talent planning, recruitment and selection policies: attracting talent; the benefits of attracting
and retaining a diverse workforce
The recruitment and selection process: key elements
Equal opportunities: dealing with subjectivity, diversity and good practice; major legal issues in
recruitment and selection
Compiling a job description, person specification and writing competencies
Interviewing skills: preparing questions and questioning techniques; structuring the interview
Practicing your interviewing and selection skills: role playing a selection interview
Making a decision: arriving at soundly-based selection decisions; evaluating candidates at shortlist
stage and after interview; feedback to unsuccessful candidates
The importance of effective induction: the basics of an induction process.
Pg 26
MANAGING THE TRAINING FUNCTION
(2 DAYS)
OVERVIEW
This course equips training managers and senior executives responsible for this area of HR with the competence to lay the foundations for a professional
Training or L&D function through defining mission, vision and values, and aligning strategic function objectives with the overall business plan.
Participants will explore the
ways in which the L&D function
can support the organisations
Business Plan. They will be able
to:
Set clear Mission, Vision, Values
Develop a Strategic L&D Plan
Explore ways in which the L&D
function can provide support
and ensure best value from
training interventions
Provide an internal consultancy
service
Measure results and evaluate
interventions
Analyse costs and benefits and
discuss return on investment
Influence and persuade others
of the added value of L&D
through marketing.
WHO IS IT FOR?
This programme is highly beneficial for those who are managing the training function and who want to ensure that
their function provides a cost effective results driven service aligned to business objectives.
WHAT IS IT ABOUT?
An effective Training or L&D Manager knows the importance of delivering a service that meets business needs to the
impact of his or her role. This course provides the skills and knowledge to help participants ensure that the Training or
L&D function is at the heart of their organisation, from strategic objectives to front line delivery. Learn about setting
the strategic vision, agreeing objectives, identifying business learning needs, evaluating interventions, measuring
results, marketing the Training or L&D function and providing an internal consultancy service.
COURSE OVERVIEW
Current trends affecting the management of learning and development
Scope and characteristics of a strategic approach
Strategic issues in training needs analysis
Sources of learning and development needs
Implementing the strategy
Options for meeting learning and development needs
Operating as an internal consultant
Measuring results
Evaluating the contribution of learning and development
Marketing the function
Review of managing learning and development
Consolidation and action planning
Pg 27
ADMINISTRATING THE HR FUNCTION
(2 DAYS)
OVERVIEW
Administering HR is a very important part of the department’s role. This very practical programme helps participants develop the confidence and skills to excel
as HR Administrators.
WHO IS IT FOR?
Understand the role of
the HR Administrator
This programme is highly beneficial for new and experienced HR professionals seeking to develop a more strategic
focus to their roles, HR Managers and others with responsibility for HR, Line Managers as well as middle to senior
level HR generalist or specialists
Acquire best practice
perspectives to how
the role is executed.
WHAT IS IT ABOUT?
Identify key activities
within the role that add
the most
strategic
value
to
the
organisation,
Understand how to use
HR metrics and how to
identify which ones to
focus on to make the
Administrators
role
contribute effectively to
managements decision
making
Acquire the tools, skills
and
knowledge
to
improve HR’s overall
performance
This is a very practical and highly interactive programme which explores the role of the HR administrator, laws
guiding HR administration, record keeping, data confidentiality, and document retention, recruitment and selection,
processing contracts as well as employment termination, discipline and grievance and other relevant aspects of the
role.
COURSE OVERVIEW
The role of HR and the Administrator.
Laws guiding the execution of HR
Activities the HR Administrator undertakes
Engagement procedures
Managing HR documentation
Metrics to provide useful management information
Executing disciplinary and grievance procedures
Processing recruitment and selection
Handling dismissal and termination of appointment
The importance of legal contracts
Pg 28
FUNDAMENTALS OF HR PRACTICE
(3 DAYS)
OVERVIEW
This course equips HR professionals with the knowledge skills and tools they need to contribute effectively within the HR team and enhance the performance of HR within their
organisation. The profession is explored in detail with a focus on exposing participants to the role of the HR function and how to ensure it has strategic impact, applies best
practices and considers the best fit for the organisation.
WHO IS IT FOR?
Understand the various
units within HR and
their functions.
Explore the transitions
in HRs role within the
organisation
Understand HRs
customer care,
stakeholder and
business partner
perspectives and how
they can transform the
department’s activities
and the outcomes it
achieves.
Identify key HR
activities and how they
can be executed
effectively and
efficiently
This programme is highly beneficial for new and experienced HR professionals seeking to develop a broader and deeper
understanding of the departments function.
WHAT IS IT ABOUT?
This course offers a comprehensive and up-to-date guide to virtually every aspect of human resources practice.
Participants will find in it all the information and skills they need to do their job and make a positive impact in their
organization. It is a very practical and highly interactive programme designed to ensure participants gain a detailed
foundational understanding of HR practice within organisations. Participants are able to bring their learning into the
workplace to enhance the effectiveness of their organisation’s HR operations.
COURSE OVERVIEW
The role of Human Resource in the organisation
The types of activities the HR undertakes
Concepts and approaches relevant to HRs role
o HR as a customer service
o HRs stakeholders
o HR as a business partner
o HR as a catalyst for change
HRs role in organisational communication
HR as custodian of organisational culture
Assessing the state of your organisations culture
HRs role in anticipating and managing change
Pg 29
MANAGING EMPLOYEE PERFORMANCE
(2 DAYS)
OVERVIEW
This new course is designed to equip Managers and Supervisors with core skills for managing employee performance to achieve greater results.
WHO IS IT FOR?
HR and Line Managers and all other leaders who desire to maximise the potential of their employees and
manage high performing teams.
Effective planning skills
Enhanced ability to set work expectations
for employees
Knowledge
continuously
performance
to
effectively
and
monitor
employee
Understanding of how to periodically rate
performance of employees in a summary
fashion
Understanding
of
methods
and
techniques to effectively reward good
performance in the organisation
WHAT IS IT ABOUT?
This is a comprehensive programme that will enhance the abilities of HR, Line Managers and other HR Leaders
in planning work and setting expectations, continually monitoring performance, developing the capacity to
perform, periodically rating performance in a summary fashion, and rewarding good performance of
employees within their organisation.
COURSE OVERVIEW
Creating a High-Performing Workplace
Proper Documentations
Culpable and Non-Culpable Behaviours
Managing Performance in Telework Situations
Options for Employee Recognition
Working with Negative People
Performing With Others Under Pressure
Pg 30
STRATEGIC TALENT MANAGEMENT
(2 DAYS)
OVERVIEW
Successful companies have identified talent management as a critical component of global business strategy and started to shift the way they source, develop,
manage, and reward human resources in their organizations. In this course, participants explore the key elements of effective talent management, understand
the strategies, processes, and practicalities that drive talent management in organizations today.
WHO IS IT FOR?
This course is recommended for HR Managers, Talent Managers, other HR leaders and anyone responsible for,
or involved in the talent management strategy and process in an organisation.
Understand the concept
management discipline
of
talent
Develop practical plans implementation
of this concept in your own organization
Sharper understanding of the links
between talent management, positive
psychology and performance
Share new creative ideas on talent
management
with
other
senior
practitioners and managers
Define the immediate and medium-term
benefits of maximising the use of talent.
WHAT IS IT ABOUT?
The new global economy and the impact of new technology are creating an environment in which only those
organizations with the most well-prepared and committed people will be able to develop a sustainable
competitive advantage. This program is designed to support companies in the development of talent
management strategies. HR Managers, Talent Managers and other HR Leaders will acquire the skills needed to
identify top talent, align them with their corporate strategy, offer career development in a global environment,
and retain them as their most valuable asset.
COURSE OVERVIEW
Current Thinking on Talent Management
Progressive Thinking on Talent Management
Designing a Progressive Talent Management Strategy
Best Practices in Talent Acquisition
Learning and Development
Succession management
Pg 31
BECOMING AN EFFECTIVE TRAINER
(3 DAYS)
OVERVIEW
Organisations gain significant cost savings by running internal training and sharing knowledge with a staff faculty. This course equips experienced leaders and
Managers to train other members of staff using professional skills and tools to transfer their expertise and knowledge in an effective manner to ensure cost
efficiency without compromising quality and results.
WHO IS IT FOR?
Experienced Managers and Team leaders who increasingly have to train colleagues or team members and want to develop and enhance their training delivery
and facilitation skills in a supportive learning environment.
WHAT IS IT ABOUT?
Transcend everyday training delivery by
applying absolute best practice.
Building on core competencies that have been applied as a model for best practice in a learning
environment, the course focuses on the key phases & dimensions of training: Contracting; Design &
Development, Delivery; and Evaluating.
COURSE OVERVIEW
A structured framework of best
practice
Constructive feedback to
improve performance
The skills to transform from a
Manager to a 'Competent Trainer'
Versatility of training delivery
Facilitation and Leadership skills
to enhance the delegate's
learning experience
Trainer as Learner - understanding your own style and
development needs and their impact on delegates
Developing your capabilities as an internal consultant
Developing a credible leadership style and rapport
Creating a positive learning environment
Principles of training design
Adapting course structures and learning activities
Strategies to assist delegates in achieving learning
Managing the group process to develop inclusion
Using facilitation and questioning techniques
Importance of process objectives and content outcomes
Practical application of skills against competency
Pg 32
CATEGORY MANAGEMENT ESSENTIALS
(2 DAYS)
OVERVIEW
Know how to use a range of simple
tools and techniques to start
delivering results for your business
Understand the main components of
category management and how to
apply them within your business
Be able to use a broad range of
differentiated data sources to
identify and unlock opportunities for
your business
Understand the importance of the
shopper and how to engage with
retailers to turn your shopper insight
into activation that will drive
category growth
Know how to develop compelling and
creative category plans, tactics and
propositions by channel and format
Leverage consistent and complete
employee training conducted by
experienced trainers
This training course identifies the key elements needed to successfully implement category management in an
organisation. Our comprehensive training covers ways to overcome internal resistance to change and how to
develop a cross functional approach to category management.
WHO IS IT FOR?
Category Managers, Marketing, Sales and Business Development Personnel who are responsible for an area
of spend, seeking a productive category management approach.
WHAT IS IT ABOUT?
The course will extensively focus on the activities, tools and techniques needed to develop a category
strategy for an area of spend. Our trainers will use case studies, presentations, role plays and real life
examples to develop the delegates' understanding of how to apply the key tools
COURSE OVERVIEW
Category Management Tools and Techniques
Challenges of Implementing Category Management
Establishing Effective Category Project Governance
Stakeholder Engagement & Communication Planning
Understanding Business Requirements
Supplier & Supply Market Research
Analysing & Mitigating Risks
Category Strategy Development & Approval
Pg 33
EFFECTIVE KEY ACCOUNT MANAGEMENT
(3 DAYS)
OVERVIEW
This programme will equip account managers with the skills and tools to develop and implement detailed dynamic account strategies and plans for their key
accounts. Using their own customers as case studies, participants establish how ‘best practice’ principles can be applied to managing their own key accounts
whilst adding immediate value into their own organisations.
WHO IS IT FOR?
Apply a strategic selling approach for
winning and developing significant
accounts
Research target companies, obtain
and interpret all relevant information
from key sources
Analyse the organisational structure
and decision making process within
client/prospect organisations
Understand and influence different
personality types in the decision
making unit
Confidently present your offering and
demonstrate how it contributes to
your client’s corporate strategy
Analyse your competitive strength as
compared
with
your
main
competition and see yourself through
the eyes of your customers
Present and negotiate successfully in
line with your strategy
Product and Category Managers, Key Account Managers, Business Development Personnel, Managers and
Directors intending to implement a key account management strategy within their organisation
WHAT IS IT ABOUT?
The delivery style is interactive, challenging and involving, enabling delegates to relate the learning directly to
their own customers and quickly add value back into their organisation. Delegates will use analysis tools and
best practice planning methodologies to understand their customers’ potential in group discussions, role plays
and syndicate exercises, and will leave with a prepared strategic key account plan.
COURSE OVERVIEW
Understanding the role and value of Key Account Management.
Transitioning from transactional to relationship selling.
The KAM model.
The Key Account Manager role.
Segmentation and identification of Key Accounts.
Analysing the customer's existing and past business.
Identifying opportunities for developing business.
Developing strategies and the Key Account Plan.
Pg 34
ACHIEVING AND DELIVERING EXCELLENCE IN CUSTOMER SERVICE
(2DAYS)
OVERVIEW
Customer service excellence is the most untapped source of competitive advantage in the Nigerian market today. Is your frontline staff providing your customers
with the satisfying experience that will keep them coming back?
Keep your customers loyal and
committed;
equip
all
employees to contribute to
achieving customer service
excellence to wow them every
time.
A set of skills,
principles and
attitudes essential
for delivering a
quality service to
your customers
The capability to
turn customer
complaints and
dissatisfaction into
sales
Customer service
skills that you can
put into practice in
the work place
immediately
Practical
techniques to
WHO IS IT FOR?
This programme is for all employees working in customer facing roles at any level within the organisation.
WHAT IS IT ABOUT?
This programme will equip employees responsible for dealing with customers and developing business relationships with the
tools and techniques to consistently exceed customer expectations, build the trust and confidence customers have in them and
ensure they can secure repeat business for their organisations.
COURSE OVERVIEW
The importance of customer care
Meet and exceed customers' service expectations
The service complement: competence and care
Build and maintain loyalty and goodwill
The key impression points
Project a professional image
Face-to-face, on the phone and e-mail
Handling more difficult situations effectively
Customer service styles and their consequences
The failsafe remedy for complaints
Say 'No' constructively
Learn best practice for giving bad news
Personal development tools and tips
Pg 35
MANAGING CRISES SITUATIONS IN SERVICE DELIVERY
(1 DAY)
OVERVIEW
To effectively deal with difficult situations, people must take ownership of issues, show genuine empathy, stay calm under pressure and work with customers, not
against them. Managing Crises situations helps participants regain the confidence of customers, improve customer retention and creates future sales.
WHO IS IT FOR?
Develop your ability to handle complex
and challenging customer service
situations effectively.
Acquire the skills to turn negative
situations into positive outcomes and
turn difficult service delivery situations
to the advantage of your organisation.
This one day course is designed to help delegates reduce resistance and potential conflict and is ideal for
anyone who wants to handle difficult situations and customer complaints professionally. Staff of all levels can
attend this course; Administrators, Advisors, Assistants, Analysts, Support, Consultants, HR & Accounts Personnel,
Team Leaders, Managers and Directors.
WHAT IS IT ABOUT?
This is a customer service improvement course Delegates will learn how they can use the most difficult service
delivery situations to their advantage to develop their relationship with a customer and control situations in
order to achieve a positive outcome.
COURSE OVERVIEW
Learn to handle customer complaints
professionally
Develop your own ability to maintain
control of your emotions and influence
others in a positive manner
Take ownership with a positive ‘can do’ attitude
Avoid behaviour that could escalate situations
Stay calm under pressure & handle criticism positively
Take the positives, not the negatives from difficult situations
Maintain a positive mindset after a negative encounter
Reduce stress by controlling reactions & emotions
Establish the needs of customers and manage expectations
Structured approach when answering tough questions
Effective problem solving techniques
Present bad news in a positive manner
Pg 36
THE EXECUTIVE PA
(2 DAYS)
OVERVIEW
The PA is a pivotal role in the management team. Senior PAs and EAs acquire the skills to achieve organisational objectives through partnership with their
manager, gain time management and communication skills to contribute effectively to their organisation and focus on skills and competencies needed to excel in
a PA role.
WHO IS IT FOR?
Understand the purpose of the PA
role
Knowledge and techniques to
maximise your impact in the role
Practical skills to improve your
performance and enhance your
relationships with colleagues.
Improved career development and
growth prospects.
This course is for secretaries and PAs and EAs to directors and senior managers.
WHAT IS IT ABOUT?
Being a PA or EA requires working closely with someone important and busy and it can be difficult to avoid
overlooking personal needs and aspirations. We explore how to manage future career growth and get
participants to practice new skills through role play and group work.
COURSE OVERVIEW
Purpose, definition and expectations of an executive PA
Working with senior management
Understanding business goals and information flow
Senior management: what do their role involves
Models of management
Relating your role to your managers
Understanding work styles
Effective communication:
Questioning techniques
Project and time management
juggling multiple tasks, personal organisation and prioritisation
Pg 37
BUSINESS NEGOTIATION PERSUASION AND COMMUNICATION
(3 DAYS)
OVERVIEW
Better communication delivers better outcomes in every business situation. This course is designed to help participants build consensus and get results in the
toughest business environments. They are equipped with the skills and know-how to communicate, persuade and negotiate effectively.
WHO IS IT FOR?
Understand the role of effective
negotiation
persuasion
and
communication to key roles within
today's leading organisations.
Knowledge and techniques to
maximise your impact in your role
Practical skills to improve your
performance and enhance your
relationships with colleagues.
This course is for all managers, procurement, sales and business development professionals as well as all
other employees.
WHAT IS IT ABOUT?
The need to equip procurement, sales and business development professionals with the skills and know-how
to communicate, persuade and negotiate effectively cannot be over emphasised. With each company racing
to get the right product to the right place at the right time and, at the right cost, the level of competence in
these areas within an organisation as well as the effectiveness with which these skills are applied in business
discussions and negotiations can determine the success or otherwise of such an organisation. This is a highly
interactive programme, focussed on the workplace context of procurement and business development
professionals across industry.
COURSE OVERVIEW
Improved communication
negotiation skills.
and
Understanding the role of effective negotiation skills in procurement
Key skills and knowledge required to successfully negotiate transactions
Understanding of the critical value of effective communication
Develop skills and techniques to communicate and negotiate effectively
Understand the various levels and components of communication
Identify and model communication systems in a procurement context
Knowledge of essential negotiation strategies for the procurement context
Project and time management
How personality types and psychology can guide tactics
Pg 38
TRAVEL AND PROTOCOL MANAGEMENT FOR PAS AND ADMINISTRATORS
(2 DAYS)
OVERVIEW
The course content covers key aspects of travel management, business meetings arrangements and protocol management.
WHO IS IT FOR?
Identify the requirements for
arranging business travel
Develop strategies in planning,
organising and managing as part of
their protocol duties
Exhibit a heightened understanding of
the concept of general protocol
management
Conduct an exceptional recovery
planning and protocol
Be aware of the key aspects of
protocol
Formulate corporate strategies
pertinent to the operation of their
organisation
Experienced and new PAs, Administrators as well as others involved with managing the protocol and travel
needs of senior level personnel and anyone else with a need to understand protocol and travel management.
WHAT IS IT ABOUT?
This programme will equip delegates with the knowledge, skills and competence they need to execute their
role effectively. Participants become aware of the key aspects of protocol and learn to appreciate the
requirements for arranging business travel. They will also be able to conduct exceptional recovery planning
and develop strategies in planning, organising and managing as part of their protocol duties as well as draft
an outstanding contingency plan for their organisation.
COURSE OVERVIEW
Business Travel Requirements
Immigration Regulations and Requirements
General Travel Management
Understanding and managing diversity
Planning, Organisation and Management or Protocol Duties
Improving personal effectiveness, time management and multitaskiing
Understand International Business protocols - Business manners, introductions, handshakes, common
courtesies etc
General Protocol Management - Pre-visit research and preparation: transportation logistics planning,
managing airport transfers, meet and greet assistance, co-ordinating airport pick-up and drop-off,
appropriate and inappropriate conversation topics, Hotel accommodation, professional attire etc
Communication (verbal and non-verbal) skills
Relationship management, and delegating successfully
Problem solving/planning and decision making
INTERNATIONAL PROGRAMMES
COURSE OUTLINES
Pg 40
THE BUSINESS LEADERS MASTERCLASS
(5 DAYS - OFFSHORE)
OVERVIEW
This programme will help leaders expand their perspective and gain insight into the interdependencies within organizations, the effect of decisions over time,
and how to stay a step ahead of the competition.
WHO IS IT FOR?
Sharpened ability to think strategically
Skills for competitive advantage and
positioning
Expanded leadership skills and increase
in capacity as a trusted advisor
Skills that enhance and strengthen
financial acumen
Ability for more effective operation
execution
Creative thinking and opportunities to
position your company for the future
Senior and Executive management level teams saddled with the responsibility of leading this function within
their organisation.
WHAT IS IT ABOUT?
This programme will open up participants to new horizons on leadership and expose them to a broad range of
models, ideas and experiences. Our approach is unconventional and this is deliberate – to challenge your
assumptions and beliefs and encourage deep, creative thinking about the leadership issues you face. In five
days, we equip participants with the ability and confidence to use the tools and language of finance such as
business appraisal, funding methods, corporate governance and financial decision making knowledge to
influence critical strategic decisions in the boardroom.
COURSE OVERVIEW
Strategic Planning Under Uncertainty
Value Growth and Flexibility Using Real Options
Influence and Leadership
Strategy Execution
Ongoing Performance Management
Situational and stakeholder analysis techniques
Pg 41
INVESTMENT BANKING MASTERCLASS
(5 DAYS - OFFSHORE)
OVERVIEW
The Investment Banking Masterclass covers the major capital markets activities and introduces participants to the roles, functions and divisions within investment
banks and investing institutions. This is an invaluable course that will equip you with the knowledge required to succeed in a highly competitive market.
WHO IS IT FOR?
All middle to senior level personnel within the financial service sector seeking an excellent career in Investment
Banking
WHAT IS IT ABOUT?
Sound knowledge of investment banking
Understanding of Capital Market activities
Ability to identify causes of inflation and
precautions to be taken
This programme will serve as a guide to anyone working in the Investment Banking sector looking to acquire a
sound end to end understanding of Investment Banking business. It has been designed to provide a broad
overview of investment banking and capital markets. The precise content of the course is structured to meet
the requirements (and knowledge level) of individual course participants.
COURSE OVERVIEW
Ability to identify sources of risk and
acquisition of risk management skills
Knowledge on new trends
Investment Banking world
in
the
Sound knowledge of mergers, takeovers
and acquisitions
Understanding an Integrated Investment Bank
Buy-side vs. Sell-side Functions
Institutional Investors
Financial Markets
Portfolio Management
Mergers, Takeovers and Acquisitions
Risk Management
Investment Management
Commodity and Equity derivatives
Hedging against Inflation
Pg 42
ADVANCED LEADERSHIP AND MANAGEMENT SKILLS FOR THE PA
(4 DAYS - OFFSHORE)
OVERVIEW
This programme is a 4-day leadership and management skills development course for the PA. Its curriculum is also broadened to address the needs of
experienced management support personnel within both the public and private sector. The April run holds in Dubai while the October run which holds in London
is scheduled to coincide with the National PA week in the UK and participants get to attend the National PA Day event at the Olympia, network with their peers
from various countries and gain from their breadth of perspectives and experience.
WHO IS IT FOR?
Essential skills and capabilities to lead in
the workplace
Understanding of personal effectiveness
in order to maximise performance
Enhanced work relationships through
understanding, trust and respect
Effective communication
interrogation skills
skills
and
Discovery of your leadership style to
enhance your performance
Ability to ascertain the value of others
through effective teamwork
This course is a suitable development programme for Personal Assistants, Executive Assistants, Administrators
and Office or Practice Managers whose roles all include support for very senior leaders in the public and
private sector.
WHAT IS IT ABOUT?
This is an offshore leadership and management development programme designed to provide Executive PAs
with a sound grasp of complex issues involved in management. Participants will acquire high level leadership
and management skills enabling them support the senior executives they work with better and equip them to
transit into other senior roles within their organisation. An opportunity to review the management of their own
careers and develop a career map for the future is also presented to the participants.
COURSE OVERVIEW
Understanding Leadership in the Workplace
Corporate Strategy
The Managers Role in Organisational Culture
Managing Upwards
Communication, Influencing and Questioning Skills
Emotional Intelligence and Creative Thinking
Managing Change and Measuring Performance
Pg 43
DEVELOPING SENIOR MANAGEMENT CAPACITY
(5 DAYS - OFFSHORE)
OVERVIEW
This course provides a broad-based, practical introduction to the key ideas, techniques and overall competencies needed to manage effectively and
productively, in modern organisations in any part of the world.
WHO IS IT FOR?
Top Executives and Senior Managers who are looking for a more realistic approach to the use of the full range
of strategic management skills.
Understanding and the use of strategic
planning tools
WHAT IS IT ABOUT?
Ability to constantly anticipate and
respond speedily to changes within your
organization
The course combines aspects of organisational and management theory, a pragmatic approach to the realities
of day-to-day work life whilst taking into account the factors impacting on the organisations and countries
represented in the seminar room.
COURSE OVERVIEW
Ability to initiate a strategic planning
process
A range of analytical tools to help
identify the cause of problems
Appropriate strategies for greater
personal, team and organizational
effectiveness
Ability to work with others to bring about
improved efficiency
Initiating the Strategic Planning Process
Developing Greater Customer and Output Focus
Time Management and Priority Setting
Clarifying and Implementing Organizational Mandates
Situational and Stakeholder Analysis Techniques
Exploring the Role of Leadership and Management to Ensure Achievement of Objectives
Developing Business Plans; Monitoring and Evaluating for Results
Analyzing External and Internal Factors Driving Change; Developing Readiness for Change
Building and Managing Dynamic Teams
Analyzing the Current State of the Organization, Developing Appropriate Strategies for Change,
Managing Staff through Change
Pg 44
OFFSITE RETREATS (MULTIDAY)
OVERVIEW
We work with organisations to set up and deliver retreat programmes ranging from one day meetings to multi day executive level management retreats, sales
meetings, HR Strategy workouts and team building programmes. Strengthen strategic clarity, focus, performance, team working and sales effectiveness within
your organisation with a retreat programme.
WHO IS IT FOR?
Take time away to reflect and think through
current issues and challenges, your strategic
direction, innovative ideas and future growth
strategies.
Different from most management or
team building retreats, our team’s deep
background in industry and extensive
facilitative experience enables us
achieve outputs which are strategic
enough to provide directional consensus
and tactical enough for everyone to
leave the meeting with specific
deliverables and assignments which
they can execute almost immediately.
Our retreats are deal for building any of the following teams;
The Management team
Marketing teams
Operational teams
Strategy teams
HR teams
WHAT IS IT ABOUT?
Our expert facilitators work with you and your team away from your office location so everyone can
reflect as a team and think through longer term growth strategies and tactics for their area of business or
function. Using a variety of tools we help groups to collectively attack issues which may be slowing down
their progress and effectiveness be it teamwork, performance or creativity and innovation issues.
We provide facilitation and handle all logistics so your team can focus on the outcomes they want achieved
at the retreat. In our experience, the right retreat environment is crucial to stimulating group effectiveness
and creativity so we ensure meetings are held at interesting locations with comfortable surroundings and
excellent accommodation within and outside Nigeria.
CONTACT US
The programmes detailed above are just a few of the learning interventions we deliver at Peoplesource Consulting; to find out about course fees, faculty,
detailed outlines and our capabilities or to request our full services brochure, please get in touch with us through the contact details below.
Our firm has strong affiliate relationships with Inspired Concepts Limited, a management consulting and training firm based in the United Kingdom, Indigo
Training, the Europe licensee for De Bono training programmes, Goldisc UK and Peoplekeys Inc. USA, providers of the DISC Insights range of personality
profiling products, MOL, the CIPD UK’s leading UK center international programmes partner, SHL, the leading global candidate assessment tool,
SalesAssessmen.com, the leader in Sales Talent specific assessment and many other institutions and organisations across Africa, Europe and the USA. We are
positioned to deliver value added solutions to all your learning and development needs and our team is keen to hear from you. Contact us today to discuss any
of the programmes above or other specific requirements you may have.
Our A ddress:
Third Floor,
13, Biadou Street, Off Keffi Street,
Ikoyi, Lagos.
Phone:
08052727684, 08098216501, 08187756829, 08170464136
Online:
www.peoplesourceconsulting.com
[email protected]

peoplesource consulting - 2015 open programmes calendar

Transcription

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