language & skills development consulting ltd (lsdc … lsdc ltd brochure - 2020.pdf · 2020. 3....

www.lsdcltd.com [email protected]

1 …Language School, Mystery Shopping, HR Consulting, Training

LANGUAGE & SKILLS DEVELOPMENT CONSULTING LTD (LSDC LTD)

2020 SERVICES & PROGRAMMES

Box Office

The DISCOVERY MALL (Adjacent AP Plaza)

Adetokunboh Ademola Crescent

Wuse 2

Abuja – FCT

Nigeria.

+234(0)92912393, +234(0)8099298495

[email protected]

www.lsdcltd.com

mailto:[email protected]

http://www.lsdcltd.com/



TABLE OF CONTENTS PAGE CONTENTS

4 LSDC Ltd 2020 Training Calendar

8 Our Team Members/ Resource Persons

11 Our Clients

13 About LSDC Ltd

13-14 Our Objectives & Vision

14 Registration

14 Fees

14 Discount

14 Programme Venue

15 Our Corporate Social Responsibility (CSR)

16 Our Services

16 1. Mystery shopping

17 2. Recruitment & Selection - The R & S Categories - Employee Pre-Employment Background Check - Staff Audit/ Certificate Re-verification

18 3. Learning & Development (Training)

18 I. Language School

18 i. Basic Language Skills Acquisition/ Improvement

19 ii. Business Communication: (Public) Speaking & (Report) Writing

21 II. Customer Service/ Business Development

21 i. World Class Telephone Customer Service

22 ii. Next-Level Guest Relation: Hotel Customer Service in the 21st Century

24 iii. Patient Satisfaction: Customer Service & Workplace Ethics for the Healthcare Sector

26 iv. CRM4M: Advanced Customer Service & Business Development for Decision Makers

28 v. Essentials of Customer Service for Optimum Output

30 vi. Sales & Marketing for Profit and Repeat Business

32 III. Leadership/ Management

32 i. From Peer to Boss: Leadership Skills for Nascent Leaders

33 ii. Workplace Motivation: The Role of A Leader

35 iii. 360 Degrees Effective Leadership for Senior Management - INTERNATIONAL COURSE

37 iv. People Management Best Practices: Advanced Strategic Human Resource Management (HRM) – INTERNATIONAL COURSE

40 v. Fundamentals of Project Management

42 vi. HRM (Human Resource Management) Essentials

43 vii. Power & The Workplace: Dealing with Diversity and Conflict

44 viii. The Valuable HR Assistant: Roles & Skills

46 ix. Talent Development & Management Essentials

48 x. Teen Leadership Programme: Effective Leading Skills for Student Parliamentarians (School Prefects)

49 IV. Personal Development

49 i. All-Round Workplace Safety

51 ii. Workplace Behaviour: Ethics & Compliance Basics



53 iii. A-R-P-E-T: All-Round Personal Effectiveness

55 iv. Office Management & Administration for Secretaries and Office Assistants

57 v. LSDC PFR (Prepare-For-Retirement) – Entrepreneurial & Life Skills for Retirees, Would-Be-Retirees & The Retrenched

59 vi. Advanced Office Management & Admin Skills

61 vii. Personal Financial Management

62 viii. MS Office Suite (Basic & Advanced)

63 Other LSDC Ltd Services 1. Train-The-Trainer Training Course 2. Customised Training on Customer/Client/Public Relations for: i. Finance Industry ii. Public/Civil service iii. Law Enforcement 3. Recruitment and Selection 4. Corporate Strategy and Policy Development 5. Editing 6. Conference/ Seminar services: Interpretation & Translation

64 - Contact Us



2020 TRAINING CALENDAR COURSE TYPE

1. TRAINING PROGRAMMES CAN BE HELD AS BOTH IMPLANT AND OPEN 2. TRAINING PROGRAMMES CAN ALSO BE CUSTOMISED TO MEET PARTICULAR CLIENT- ORGANISATION’S

NEEDS

COURSE FEES 3. FEES ARE ALREADY DISCOUNTED AND ARE NOT INCLUSIVE OF STATUTORY TAXES. FURTHER REQUESTS

DISCOUNT MAY BE CONSIDERED 4. COURSE FEES COVER ADMIN FEES, RESOURCE PERSONS’ FEES, TEA BREAK/LUNCH, RESOURCE MATERIALS,

LOGISTICS, VENUE, CERTIFICATES, SOUVENIRS, MEDIA COVERAGE (STILL PHOTOS), MISCELLEANOUS 5. ALL OTHER LOGISTICS VIZ TRANSPORTATION AND ACCOMODATION OF PARTICIPANTS (FOR OPEN

PROGRAMMES) IS TO BE BORNE BY THE CLIENT ORGANISATION

CLASS SIZE 6. MAXIMUM CLASS SIZE: 50 PARTICIPANTS PER SESSION/CLASS

S/N COURSE TITLE DATE(S) DURATION COURSE FEE COURSE TYPE VENUE (S)

1. World-Class Telephone Customer Service

Quarterly 1 Day N74,250.00/

participant

➢ Open

➢ Implant

➢ Abuja-FCT

➢ Lagos

➢ Port Harcourt

➢ Calabar

2. EFL/ESL/LIC

Training

(English as a

Foreign/Second

Language/

Language

Improvement

Course)

HAUSA

IGBO

YORUBA

ARABIC

FRENCH

SPANISH

VOICE-AND-

SPEECH

COACHING

On

Request

12 weeks

Duration

will be

determined

by the

client’s

language

skill level

which will

be

ascertained

by

diagnostic

test.

Duration

may also be

Non-

Intensive,

Semi-

Intensive or

Intensive.

Non-

Intensive –

N320,000.00

/participant

Semi-

Intensive –

N320,000.00

/participant

Intensive –

N320,000.00

/participant

➢ Open

➢ Implant

➢ Skype

➢ Face-to-

face

- At client’s convenience

3. CRM4M (Customer Relationship Management for Management): Advanced

Customer Service

& Business

Quarterly 2 days N138,825.00

/participant

➢ Open

➢ Implant

➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar



Development for

Decision Makers

4. Essentials of

Customer Service

for Optimum

Output

Twice

quarterly

3 days N99,675.00/

participant

➢ Open

➢ Implant

➢ Abuja

➢ Lagos

➢ Port Harcourt

➢ Calabar

➢

5. Sales & Marketing

for Profit &

Repeat Business

Twice

quarterly

3 days N99,675.00/

participant

➢ Open

➢ Implant

➢ Abuja

➢ Lagos

➢ Port Harcourt

➢ Calabar

6. Patient

Satisfaction:

Customer Service

for The

Healthcare Sector

Quarterly 2 days N89,625.00/

participant

➢ Open

➢ Implant

➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar

7. Power & The

Workplace:

Dealing With

Diversity and

Harassment


participant

➢ Open

➢ Implant

➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar

8. From Peer to

Boss: Leadership

Skills for Nascent

Leaders:


/participant

➢ Open

➢ Implant

➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar

9. Workplace

Motivation: The

Role of The Team

Leader


participant

➢ Open

➢ Implant

➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar

10. Workplace

Behaviour: Ethics,

And Compliance

Basics


participant

➢ Open

➢ Implant

➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar

11. All-Round

Personal

Effectiveness (A-

R-P-E-T)


participant

➢ Open

➢ Implant

➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar

12. Business

Communication

Skills: (Public)

Speaking &

(Report) Writing


/participant

➢ Open

➢ Implant

➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar

14. Next-Level Guest

Relations: Hotel


participant

➢ Open

➢ Implant

➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar



Customer Service

In The

21st Century

15. HRM (Human

Resources

Management)

Essentials

Quarterly 2 day N89,625.00/

participant

➢ Open

➢ Implant

➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar

16. Office

management and

Administration

for Secretaries

and Admin

Assistants


participant

➢ Open

➢ Implant

➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar

17. Talent

Development &

Management

Essentials


participant

➢ Open

➢ Implant

➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar

18. Fundamentals of

Project

Management


participant

➢ Open

➢ Implant

➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar

19. All-Round

Workplace Safety


participant

➢ Implant ➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar

20. LSDC S-K-A-N

(Skills For After

Now) –

Entrepreneurship

Skills for Retirees/

The Retrenched


participant

➢ Open

➢ Implant

➢ Abuja

➢ Port Harcourt

➢ Lagos

➢ Calabar

21 Teen Leadership Programme: Effective Leading Skills for Student Parliamentarians (School Prefects)

Yearly 1 day a. (Implant Training) N250,000.00 for a class of 20 (Client organisation bears cost of venue and meals) b. (Open Training Programme) N18,000.00/ participant

➢ Open ➢ Implant

➢ In school premises (Implant)

➢ Nation- Wide (Open)



22 Advanced Office Management & Administrative Skills

Quarterly 3 days N99,675.00/participant


➢ Abuja ➢ Port Harcourt ➢ Lagos ➢ Calabar

23 Personal Financial Management

Quarterly 1 day N75,000.00/participant



24 Desktop & MS Suite Training

- Basic - Advanced




25. The Valuable HR Assistant: Roles & Skills


➢ Open ➢ implant


INTERNATIONAL TRAINING PROGRAMMES 26. 360 Degrees

Effective

Leadership Skills

for Senior

Management

Quarterly 4 days $4,500.00/

participant

➢ Open ➢ Dubai

➢ Nairobi

➢ Kigali, Rwanda

➢ London

27. People

Management

Best Practices:

Advanced

Strategic Human

Resource

Management

(HRM)

Bi-Annual 4 days $4,500.00/

participant

➢ Open ➢ Dubai

➢ Nairobi

➢ Kigali, Rwanda

➢ London



OUR TEAM MEMBERS 1. VALENTINE EZE

Val Eze is a thorough-bred HR practitioner with a Master’s degree in Personnel Psychology and over 20 years’ experience in organisations like AG Leventis, African Continental Bank and Diamond Bank. He is a fellow of Chartered Institute of Personnel Management and a CMD certified trainer.

2. STELLA U. NNODI Stella HRM practitioner who is passionate about languages and has a BA Ed in English language & literature with a Master’s Degree in HR Management. She is certified by both The University of Cambridge and the International TEFL Teacher Training institute as a teacher and trainer. She has over 10 years banking experience and is a member of Society for Human Resource Management (SHRM), Toastmasters International and BPW (International Federation of Business & Professional Women).

3. DEROJU BASHORUN Deroju Bashorun has a Bachelor’s degree in Accounting, a Master’s degree in Business Administration, a Masters in Financial Economics and a banking experience spanning over 15 years. He is now a business consultant, with bias for financial MSMEs, and sits on the board of various Nigerian companies with interests spanning agriculture, banking and wealth/asset management, real estate and infrastructural development, oil and gas, hospitality management, food processing and information technology.

4. VICTORIA AKOJI-OMALE Victoria is a Human Resources (HR) Professional with over ten years of core HR experience cutting across Recruitment & Selection, Learning & Development, Employee Relations, Career Management, Performance Management and Reward Management, in the Mortgage Banking sector. She has an MSc in Human Resource Management from The Aberdeen Business School, Scotland and is an Associate Member of the Chartered Institute of Personnel Development (CIPD); she is also a certified professional in Balanced Scorecard from the Balanced Scorecard Institute/George Washington University, Washington. Up until December 2013, Victoria was the Head, Human Capital Management at ASO Savings and Loans Plc (Nigeria’s leading mortgage bank) where she was responsible for driving the human resource strategy as well as implementing same. She was part of the team that drove the change within the Organization when it commenced its restructuring exercise in 2006.



5. IFEATU ANAFULU-ADEBOWALE Ifeatu is a graduate of English language and demonstrates a strong passion for learning and knowledge sharing. She has over 10 years’ experience in customer service, HR and project management in organisations such as Multichoice, Accelon, Interswitch and Galaxy Backbone. She is a CIPD certified trainer and a graduate of the prestigious senior management programme of The Lagos Business School.

6. IKENNA ANYADIKE Ikenna Anyadike is a YALI/Mandela Washington Fellow and has a BSc in Public Administration. He is a Mental Health First Aid Support Provider and is the principal consultant of Connoisseur Consults, a personality development training outfit poised to add value to individuals and organizations in the area of personality strength identification and deployment. He is a personality development expert and an accredited global business partner with CLARITY4D UK (www.clarity4d.com), which allows him access to the company’s unique psychometric tools and resources. He is the organizer and convener of PROJECT BYB=X (Best You, Better= X) a quarterly youth personality development workshop aimed at equipping young people to understand their personality with a view to giving back to society.

7. ADERELE, ADEDEJI Adedeji Aderele is a seasoned HR Professional with over 10 years working experience in the NGO, Banking and Telecommunications sector. He holds a degree in Electrical & Electronics Engineering and a Master’s degree in Managerial Psychology from the University of Ibadan. He was Regional Head Human Resources FCT for Intercontinental Bank Plc and later moved to Spanco Channel BPO, the contact centre for Airtel Operations in Africa where he was the Senior Manager HR. He is presently the principal partner of Swift Employment Global Check Limited, an Outsourcing, Training, Human Resources Development, Background Check and Recruitment firm. ‘Deji is a strong people manager, a prolific writer in leading Human Resources Magazines and a well sought-after trainer, with high workplace Emotional Intelligence. 8. FRED ANI Fred Ani holds a BSc in Economics from the University of Jos, and an MSc in Energy Economics from University of Port Harcourt. He also holds an MBA (Management) from Rivers State University and is a certified Chartered Accountant with ACCA, UK. He has also attended several management/organizational development programmes. Fred is a researcher and a management strategist with over 17 years Banking experience and has held several management positions in Branch Management, Operations, Audit, Compliance, Sales/Collections, Recovery, etc. He is a member of Nigerian Institute of Management (Chartered) and Association of Chartered Certified Accountants. 9. ALIYU ILIAS Ilias has a B.Sc (Economics) from the University of Abuja. He also possesses a Post Graduate Diploma in Education (PGDE - University of Maiduguri) and M.Sc Political Economics & Development Studies from Nasarawa State University. He is a Customer Service Training Institute (USA) Master Certificate holder and member, Chartered Institute of Customer Relationship Management, Nigeria. He is a doctoral fellowship of the Chartered Institute of Customer Relationship, UK.

http://www.clarity4d.com/



Aliyu Ilias is a customer service consultant and is the author of the book, Customer Service Management. He is the director of the Nigeria Mystery Shoppers Provider (http://mysteryshoppers.org.ng/)and the coordinator of the Nigeria Customer Service Awards.



OUR CLIENTS

Embassy of The Republic of Angola

Denis Hotel Abuja

Valencia Hotel Abuja



ABOUT LSDC LTD: WE ARE A HUMAN RESOURCES MANAGEMENT SERVICES (HRM) SHOP,

A LANGUAGE SCHOOL AND MYSTERY SHOPPERS. We teach English language to non-English speaking foreigners resident in Nigeria and also to Nigerians, who desire to improve their English language skills. Other languages we teach include French, Spanish, Chinese and Nigerian languages (Igbo, Hausa and Yoruba) and Arabic. As part of our language school services, we offer Business English course viz-a-viz business communication and business writing skills courses. We offer conference services – Interpretation and Translation. Our HR shop is equipped to cater to corporate organisations’ need in the areas of: a. Learning & Development (Training) b. Manpower/Human Capital Outsourcing c. Employee Background Checks d. Recruitment & Selection e. Mystery Shopping OUR OBJECTIVE Born out of a burning passion for teaching and training, service excellence and a flair for languages, we are a company with the following goals: i. To ensure that our non-English speaking clients learn to speak English while In Nigeria and are provided with the skills to properly integrate them into the Nigerian society. ii. We also are interested in the improvement of English language skills by Nigerians who are not adept in the appropriate use of these language skills. Our LIC (Language Improvement Course) takes care of this. iii. As part of our language services, we offer Nigerian Languages courses, and language courses in French, Spanish and Arabic iv. We offer a wide spectrum of services, providing the flexibility and options to serve all our clients' Human Resources needs viz learning and development activities (training programmes) for organizations, for the achievement of their corporate goals and objectives. We provide our clients' with an informed perspective on the issues they face, thus enabling them to maximize Human Capital giving them a competitive edge. v. Our mystery shopping service is positioned to help gauge our clients' customer service delivery level, identify service (and product knowledge) gaps, recommend appropriate training and other trouble shooting exercises and also provide these corrective training and other activities.



OUR VISION i. To become a reference point to nationals and foreigners seeking to acquire and improve (English and other languages) language skills and be integrated into the Nigerian society. ii. To become the 'go-to' consulting firm for organisations seeking top-notch services viz a viz training & development, outsourcing, employee background checks, recruitment & selection and mystery shopping (measuring customer service delivery). REGISTRATION Registration for our language school is done by filling a form at our office or contacting us via our website. Our periods are flexible; thus, we arrange our contacts to suit both parties even as we have a fixed timetable for our contact sessions. FEES Fees stated herein cover resource persons’ fees and materials. Fees are paid in full before lessons, training sessions or services to be rendered commence. DISCOUNTS Fees are negotiable and discounts are given on one-on-one basis to individual and corporate clients. Please note that discounts given are only applicable to the particular service being rendered at a given time. PROGAMME VENUES Venues for our language classes may hold in LSDC office premises or at a venue chosen by the clients, provided it is convenient for both parties. Training programmes may be in-plant or open (off-site) depending on what the client organization’s preferences are.



OUR CORPORATE SOCIAL RESPONSIBILIY (CSR)

As part of our business ethics, we are socially responsible as a corporate entity and model our CSR principles and strategy upon:

1) ISO 26000 Guidance Standard on Social Responsibility and 2) United Nations Global Compact

Go to: (https://www.unglobalcompact.org/what-is-gc/participants/44611-Language-Skills-Development-Consulting-Ltd-LSDC-Ltd-)

Our main thrusts as regards CSR are: a. Taking literacy (in English language) to rural schools in the suburbs and surroundings of

Nigeria FCT where there are records of dearth of teachers. b. We are also involved in promotion and sponsorship of gender-related projects (especially

where it concerns the cause of the girl-child viz-a-viz her education/health and her social and mental well-being).

c. Our foundation, LSDC CHARITIES, is concerned with identifying indigent girls and funding their education, formal and/or informal, skills acquisition etc.

Furthermore, it is important to state that LSDC is an equal opportunity employer and does not discriminate against people based on their religious, ethnic, racial or venereal affiliations. LSDC is committed to:

1) Never using or supporting child labour and/or forced labour. 2) Disallowing and opposing discrimination and harassment in any form with the promotion of

mutual respect and positive exploitation of diversity. 3) The provision of a safe and healthy work environment. 4) Ensuring equal opportunity and freedom of association and promoting personal and

professional development. 5) Confidentiality of employees’ and customers’ data. 6) Ensuring that our operations do not, in any way, adversely affect our immediate

environment and community and the society as a whole.



OUR SERVICES 1. MYSTERY SHOPPING

Our mystery shopping service is geared towards measuring and gauging customer experience, customer service level, identify service and (product) knowledge gaps, and proffer solutions viz-a-viz feedback to management, refresher training programmes and other related consultancy services aimed at improving bottom line. Mystery shopping, as a tool, is used by businesses, either externally or internally, to measure service quality, compliance with regulation or to gather targeted information about goods and services. It is also used to benchmark the competition. Mystery shoppers’ activities include among others, purchasing a product, asking questions, registering complaints, placing cold calls, checking out business premises facilities to gauge for functionality or behaving in a certain way to elicit response from staff for attitude measurement, and then provide detailed reports or feedback to management. Every business ought to engage mystery shoppers: retail stores, hotels, movie theatres, restaurants, fast food chains, banks and other financial institutions, gas stations, car dealerships, apartments, health clubs and health care facilities, hospitals, law firms, laundry services, schools, some government and civil service establishments, name it. This is because mystery shopping exercises are used to measure customer experience, with the feedback received used to improve service delivery which in turn, increases bottom line (income and profit). At LSDC Ltd., mystery shopping reporting (feedback) is objective and dispassionate and is aimed at identifying service gaps, training needs and areas that a mere change of operational procedures and processes, for example, will address. Our fees compare favourably with global mystery shopping services pricing; our shoppers are professionals who believe in accountability; they are passionate about excellent customer service and healthy businesses, thus, value for money is ensured. Contact us for more information, further discussion and a quote.



2. RECRUITMENT & SELECTION Our Recruitment & Selection service comes in different categories:

i. SILVER CATEGORY: This category covers:

a. Receive identified vacancy from client and evaluate need b. Develop Position Description c. Post vacancy d. Collect, collate and sieve CVs e. Shortlist qualified candidates and send list and CVs to client

organisation f. In this category, client organisation co-ordinate and conducts

interview sessions.

ii. GOLD CATEGORY: In addition to the SILVER CATEGORY, this category covers: b. Co-ordinate and conduct interview sessions

iii. DIAMOND CATEGORY - EMPLOYEE (PRE-EMPLOYMENT) BACKGROUND CHECK: Our DIAMOND CATEGORY includes the SILVER and GOLD CATEGORIES, employee (pre-employment) background checks which covers:

a. Academic reference verification b. Personal reference verification c. Bio data verification d. Previous Employers references verification e. Certificates verification.

In addition, LSDC also renders the following services:

1. Staff Audit 2. Certificate Re-verification

Contact us for more information, further discussion and a quote.

http://hr.ucr.edu/recruitment/guidelines/process.html#step2



LEARNING & DEVELOPMENT – TRAINING

I. LANGUAGE SCHOOL – COMMUNICATION SKILLS

a. BASIC LANGUAGE SKILLS ACQUISITION/IMPROVEMENT OVERVIEW We train individuals on the acquisition and effective use of the four (4) language skills, viz: Receptive skills: Listening Reading Productive skills: Speaking Writing Language skills levels are determined before the commencement of the sessions coupled with diagnostic and placement tests after which clients are placed at the levels appropriate for them, namely:

a. Beginner b. Elementary c. Intermediate (Pre-intermediate and Intermediate) d. Advanced (Upper Intermediate and Advanced)

TARGET AUDIENCE

- Individuals seeking to improve their English language skills - Group(s) of corporate individuals seeking to improve their language skills

COURSE CONTENTS - Writing, speaking, reading and listening exercises - Role plays - Pair and group works

LANGUAGES WE TEACH - EFL/ESL - English - E-LIC (English Language Improvement Course) - French - Nigerian Languages (Igbo, Hausa & Yoruba) - Spanish - Italian - Mandarin (Chinese) - Arabic - Voice-and-Speech Coaching

FEES - N320,000.00/ participant (Non-Intensive) - N320,000.00/ participant (Semi-Intensive) - N320,000.00/participant (Intensive)

COURSE DURATION - 12 weeks – Non-Intensive (Two 2-hour sessions per week = 48 hours) - 6 weeks – Semi-Intensive (Four 2-hour sessions per week = 48 hours) - 4 weeks – Intensive (Four 3-hour sessions per week = 48 hours)



b. BUSINESS COMMUNICATION: (PUBLIC) SPEAKING/PRESENTSTION & BUSINESS WRITING (REPORT WRITING, PROPOSALS, EMAILS, AGENDA, MEMO, LETTERS ETC.)

OVERVIEW Success in the world of work depends to a large extent on one’s ability to communicate. This course provides practice in occupational writing, both correspondence and reports, with particular emphasis on employment letters, vendor relations and message, report preparation, with practice in writing descriptions, instructions, progress reports and proposals. It also deals with business writing and the process involved in composing letters, memos and e-mails. We will review common errors in grammar and spelling, as well as offer tips and resources for continuous improvement. The course also x-rays local and international standards viz communication ethics and etiquettes. COURSE OBJECTIVES Upon successful completion of the course, participants should be able to:

1. Write and reply to enquiries and requests. 2. Gather and organize information for a report. 3. Prepare clear and complete instructions, descriptions and periodic reports. 4. Prepare an analytical report or a proposal. 5. Prepare letters and reports that meet professional standards of format, presentation and

style. 6. Gain a better understanding of common spelling & grammar issues in business writing:

Write correctly viz a viz correct spellings, use of right tenses. 7. Review basic concepts in sentence, paragraph construction and punctuations. 8. Learn to use email professionally & effectively 9. Learn how agenda, email messages, business letters, business proposals, & business

reports are structured in a professional environment 10. Utilize business vocabulary and related expressions 11. Plan, organize, draft, edit and write a variety of business texts 12. Achieve business literacy and know appropriate use of formal and informal expressions. 13. Use a wide range of communication strategies including tone and register. 14. Become by structured practice, adept in public presentation 15.

COURSE CONTENTS 1. Theories, elements and types of communication 2. Issues of communication in corporatedom: principles of and factors affecting effective

business communication 3. Public Speaking Issues: Making winning presentations

4. Transactional Writing a. Report b. Proposals c. Mail: emails, letters d. Style, and tone

5. Principles of Correspondence 6. Response/Good news/Bad News Letters 7. Layout and Design 8. Writing Apt, Incisive Reports & Proposals 9. Identifying common errors in writing and strategies to remember writing rules

a. Punctuation and Tenses b. Ambiguities c. Parallel construction d. Tone



e. Avoiding redundancies 10. Identifying and practicing general conventions of effective business writing 11. Reviewing general guidelines 12. Sentence structure and purpose 13. Getting to the point; paragraph revision 14. Writing for clarity 15. Social media: Twitter, LinkedIn etc. 16. Microsoft Office suite: Advanced Word, Excel, PowerPoint, Outlook 17. Style, and tone 18. International business culture 19. Reviewing and discussing global professional business etiquette

20. Copious case studies and class exercises

TARGET AUDIENCE ➢ All staff in PR, Corporate Affairs, Information, HR/Admin, Marketing etc. ➢ All staff who communicate via formal forms of written communication.

FEES ➢ N112, 500.00 per participant

COURSE DURATION ➢ 3 days

II. CUSTOMER SERVICE & BUSINESS DEVELOPMENT



II. CUSTOMER SERVICE/BUSINESS DEVELOPMENT

a. WORLD-CLASS TELEPHONE CUSTOMER SERVICE OVERVIEW

An organisations telephone presence tells a lot about them; when that is less than top notch, people will likely judge employees as rude, uncaring, unprofessional, and uninterested in their business. It is important people who answer your phone appear empathetic, friendly and in control. Do they listen well? Do they understand what makes the person on the other end of the telephone tick? This program x-rays the basics of customer service, how to project a polished phone image, demonstrate proper telephone skills through practice activities, and leave with the tools to present an image that reflects confidence, credibility, and capability. COURSE OBJECTIVES Participants are, by this course, to be equipped to:

1. Explain the importance of a positive attitude in delivering good customer service. 2. List the benefits of providing outstanding customer service to both internal and external

customers. 3. Identify barriers to providing high-quality customer service. 4. Apply case studies in dealing with angry or upset customers. 5. Effectively deal with dialects and accents on the telephone. 6. Demonstrate the proper way to greet, transfer, and place callers on hold. 7. Understand and identify different behavioral styles and adapt as necessary. 8. Rephrase blunt communication for better results. 9. Effectively manage job stress. 10. Develop an action plan to improve customer-service skills.

TARGET AUDIENCE 1. Call centre executives/ receptionist and front office executives

2. Customer service officers/ executives 3. All staff

COURSE CONTENTS 1. The workman and his tool: Using the telephone (Receiving and transferring calls etc) 2. Personality types and telephone customer service 3. Service starts with attitude 4. Internal/ external customer 5. The power of the smile, appearance and telephone etiquette 6. Time management tips for tele-executives 7. Mastering ‘tele-etiquette’ and netiquette’ 8. Handling difficult call: Irate and offensive customers/ Saying ‘NO’ politely 9. The spa: De-stressing for effective customer service 10. Copious real-life case studies, activities and exercises+

FEES ➢ N74,250.00/ participant

COURSE DURATION ➢ 1 Day



b. NEXT LEVEL GUEST RELATIONS: HOTEL CUSTOMER SERVICE IN THE 21st CENTURY OVERVIEW

With the world having shrunk to become one global, almost minute, village, stiff competition in the area of business sales abound; all hospitality facilities (hotels, apartments, suites, guest chalets etc) offer the same products; however, the edge one has over the other is the quality of service rendered in the sale of these products. Excellent customer service skills are learnt and acquired; this training program is aimed at equipping the human capital of hotels etc with the right and appropriate skills and attitude that will give them an edge over their competitors. It is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service. COURSE OBJECTIVES Participants are, by this course, to be equipped to: • Understand what great customer service looks and feels like • Deliver a great customer experience every time • Know what you want your customers to say about you and what you can do to get them to say it • Perfect telephone customer service skills • Come to terms with behaviours and attitudes that are unethical generally and in customer service, in particular • Demonstrate how to deal with different customer personality types • Become brand ambassadors of their organisation

TARGET AUDIENCE All staff who interface with guests, vendors, customers etc.

o Managers o Supervisors o All staff

COURSE CONTENTS ➢ Course introduction and overview ➢ Defining customer and who the customer is (Internal and External) ➢ Consumer psychology – Why customers buy and why they come back ➢ Who do you work for? ➢ Is the customer always right ➢ Perfecting telephone customer service ➢ The power of the smile ➢ Improving communication skills – Dealing with the difficult and irate customer ➢ Self-management for effective and excellent customer service experience ➢ The place of business ethics and etiquette in customer service ➢ Corporate and personal branding in customer service ➢ The power of the sartorial: Power dressing and proper grooming ➢ Motivation & ergonomics principles: How they affect excellent customer service ➢ Managing time and self to serve well ➢ Interpersonal relationship management: What is your conflict style? ➢ Role plays! Role plays! Role plays!

FEE ➢ N89,625.00/participant

COURSE DURATION ➢ 2 Days



c. PATIENT SATISFACTION: CUSTOMER SERVICE & WORKPLACE ETHICS FOR THE HEALTHCARE INDUSTRY

OVERVIEW Customer service in a medical setting has a unique set of challenges specific to providing first -rate healthcare and patient satisfaction. Among these challenges are such issues as patient privacy and management of people in crisis. Unlike customer-service interactions conducted in non-medical settings, those involving patients and their families are additionally stressful because of their reasons for needing medical attention. This healthcare customer service training program introduces participants to both the basics of customer service and the specifics of providing it in a healthcare setting. Training topics include calming upset patients and families, rephrasing messages such as “I don’t know” and “I’m not sure how much longer this will take,” and handling difficult situations with confidence and competence. This training programme comes with a MYSTERY SHOPPING service rendered either before (diagnostic) and/or after (check-up) the programme. COURSE OBJECTIVES At this program's conclusion, participants should be able to: • Differentiate healthcare customer service from other types of service interactions. • Explain the importance of a positive attitude in delivering good customer service. • List the benefits of providing good customer service to both internal and external customers. • Identify barriers to providing high-quality customer service. • Apply techniques for dealing with angry or upset customers by successfully answering case studies. • Demonstrate how to successfully request personal information. • Rephrase blunt communication for better results. • Effectively manage job stress. • Develop an action plan to improve their customer service skills. At this healthcare customer service training program's conclusion, participants will have an understanding of what makes for a good customer-service experience, how to deliver excellent customer service, how to deal with difficult patients and family members, and how to take care of themselves while caring for others. TARGET AUDIENCE BATCH 1 a. Nurses – This group of hospital personnel interface with patients and patient relations more often than others, both in the wards and clinics. It is pertinent to commence this training with this group. BATCH 2 b. Medical Records, Laboratory, Radiology Personnel COURSE CONTENTS 1. Be Patient: Why Healthcare Customer Service Is Different ➢ Who is a customer & what is customer service? ➢ Types of customers ➢ Key components of basic customer service ➢ Healthcare customer service: The difference between it and others

This introductory discussion covers the key components of basic customer service and moves into the specific challenges of serving patients and their families. With a clear understanding of the



distinctions that make healthcare customer service different from that expected in other businesses, participants will learn how to adapt basic skills to best meet the needs of customers in crisis. 2. Attitude: Where Service Excellence Starts ➢ Positive attitude vs excellent customer experience: The way forward. ➢ Factors that make or mar excellent customer service interaction. ➢ Specific challenges of serving patients and families

3. Communication: Rephrasing for Better Relationships ➢ Communication styles ➢ Verbal/ Non-verbal communication/ Body language ➢ Tactful rephrasing of negative messages (‘I don’t know’, ‘It’s not my job’ and ‘No’)

4. Dealing with Difficult People and Leaving a Lasting Positive Impression ➢ Interacting and dealing with and calming angry, distraught, scared and manipulative

customers ➢ Dealing with ‘motor mouth’ customers ➢ Establishing boundaries for quality customer service

5. De-Stress Success: Self-management Spa ➢ Personal effectiveness and time management skills for efficient service delivery ➢ Stress-management techniques

6. Last Word: Achieving effective and excellent customer service in your organization. ➢ Motivation and ergonomics in excellent service delivery ➢ Barriers to providing high-quality customer service. ➢ Implementing and enforcing a top-notch customer service culture.


COURSE DURATION • 2 days



d. CRM4M (CUSTOMER RELATIONSHIP MANAGEMENT FOR MANAGEMENT): ADVANCED CUSTOMER SERVICE & BUSINESS DEVELOPMENT FOR DECISION MAKERS

OVERVIEW It is not enough to expect top-notch customer services rendition and target realisation from employees: they need a road map to the achievement of this goal. This road map is drawn up by management and enforced by management. This CRM4M (Customer Relationship Management for Management) is for members of senior management, business owners, proprietors etc. It is an advanced customer service and management course designed to help business decision makers develop an effective customer service and business development strategy and systems that focus on winning new clients/ customers, making sales, meeting customer needs, benchmarking their service against their competitors and recording a robust P & L (Profit & Loss). COURSE OBJECTIVES At this program's conclusion, participants should be able to: ➢ Review the quality of and level of their current customer service ➢ Set targets and objectives and establish a strategy to meet them ➢ Develop, and enhance on, an effective customer service strategy for their businesses.

➢ Monitor and evaluate progress ➢ Think and innovate out-of-the-box strategies to enhance customer experience and increase

bottom line, in turn. ➢ Display and understanding the place of personality type in customer service rendition and

how to handle and manage different personality types of colleagues for the ultimate good of customer and organisation.

TARGET AUDIENCE Decision makers, viz: ➢ Senior managers ➢ Customer service/ care managers ➢ Business owners ➢ Proprietors

COURSE CONTENT 1. Introduction

o Overview of the course o Vision & Mission vs CRM

2. Analyse your business situation o What is your colour – Understanding personality o The four dimensions of service excellence o The five stages in developing a customer service strategy o Set your business goals o The external environment o Know your customer groups o Exceed customer expectations o Reputation vs. Profit: The importance of reputation o Internal features of your business o Using a SWOT analysis

3. Expanding and exploring the marketing mix and the Ps of S & M 4. Developing a Customer-Led Approach to Marketing • Market research and gathering market intelligence • Getting inside the mind of the buyer



• Developing a USP which matters to the buyer • Understanding trends and anticipating customer wants and needs • Market Segmentation and Positioning • Strategies for marketing to consumers, organizations and resellers 5. Set your objectives

o Matching the product to the market o Critical success factors

6. Towards a customer service strategy o Systems and strategy o Service recovery o Empower your people o Build long term customer relationships o Encouraging the heart: Reward and recognition

7. Monitor and evaluate progress o Measuring service quality o Benchmark! Benchmark! Benchmark! o Mystery shopping

8. Take it from here o Profit maximisation o Action plan for your own business o Service Excellence Toolkit


COURSE DURATION • 3 days IMPORTANT NOTICE: This three day course combines inspirational presentation with interactive sessions where delegates share ideas and create individual action plans; it is a must for senior members of management saddled with improving customer experience, setting marketing targets and increasing bottom line.



e. ESSENTIALS OF CUSTOMER SERVICE FOR OPTIMUM OUTPUT

OVERVIEW With stiff competition in the global market place, and with organisations in similar industries offering the same products and services under diverse nomenclatures, excellent customers is very important; as the edge one company has over the other is the quality of customer service rendered. Excellent customer service skills are learnt and acquired. This training program is aimed at equipping participants with the right and appropriate skills and attitude that will give them an edge over their competitors. It is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service. COURSE OBJECTIVES Participants are, by this course, to be equipped to:

Understand what great customer service looks and feels like Deliver a great customer experience every time Know what you want your customers to say about you and what you can do to get them to

say it Perfect telephone customer service skills Come to terms with behaviours and attitudes that are unethical generally and in customer

service, in particular Present the organisation in a positive manner

TARGET AUDIENCE o All customer service officers o All employees who interface with customers

COURSE CONTENTS o Course introduction and overview o Defining the customer o Understanding types of customers(Internal and External) o Consumer psychology o Why customer buy and why they come back Cost of new vs existing customer o Who do you work for? o Problem solving techniques o Is the customer always right – Dealing with the difficult and irate customer



o Telephone customer service – Etiquettes and all o The power of the smile o Business communication o Improving communication skills – Hearing, Empathy and Listening o Self-management for effective and excellent customer service experience o The place of business ethics and etiquette in customer service o Understanding self and others to deliver excellent service o A-A-S: Attitude, assertiveness & self-confidence building o Customer service and the sartorial o Communicating effectively o Motivation & ergonomics principles: How they affect excellent customer service o Managing time and self to serve well

FEES o N99,675.00/participant

COURSE DURATION o 2 days



f. SALES & MARKETING FOR PROFIT & REPEAT BUSINESS OVERVIEW Only the aggressively strong and fit survive in the world of business now. Sales people the world over are incessantly challenged to find and enact ways to outwit the competition, make sales in volumes and retain the customer and clients for continued repeat business. One way to achieve this is to train and retrain sales and marketing officers. This LSDC SALES & MARKETING SKILLS TRAINING is designed with the 21st century sales and marketing professional in mind and covers a wide range of topics relating to client relationship viz-a-viz:

The principles and mix of marketing Business communication Effective personal development & management for sales success Basic customer service skills Brand and branding management The principles and place of motivation in efficient marketing Presentation and public speaking skills Negotiation and listening skills Consumer psychology Selling attitude The place of business ethics in sales & marketing Managing self for effective performance: Time management skills The place of business ethics in sales & business development

COURSE OBJECTIVES Participants are, by this course, to be equipped to: 1. Understand the market environment and climate and apply these in market penetration 2. Increase their productivity and output 3. Improve on self-management for better customer reach 4. Relate attitude and excellent customer service to high sales volumes and repeat business 5. Know their boundaries and apply business ethics during and after sales 6. Improve on acquired communication skills 7. Identify and manipulate their motivating factors to suit the organisations goals: PROFIT 8. Negotiate and make effective and convincing presentations 9. Consciously equip self to deal with rough marketing terrain COURSE CONTENTS

- Defining sales and marketing - Principles and analysis of marketing and market situations - Developing a marketing plan - Business development and success strategies - International business culture: Why it is important - Consumer psychology: why customers do customers come to me and why they come - Brand and branding - Advertising: Myths and facts - Moral and manners: Business ethics and etiquettes application - Trade shows: Why and How - Marketing skills: negotiation, presentation and public speaking skills - Basic customer service skills for BD executives - Business communication: write correspondences, proposals and reports - Business communication: Perfecting the knowledge and use of social media - Post-course assessment



- Personal action plan - Negotiation tactics

TARGET AUDIENCE - Sales and marketing officers - All employees involved in any way with sales & marketing

FEES N99,675.00/participant

COURSE DURATION - 2 days



III. LEADERSHIP/ MANAGEMENT

a. FROM PEER TO BOSS: LEADERSHIP SKILLS FOR NASCENT LEADERS

OVERVIEW In a recent survey, the number one concern of new supervisors and managers promoted from within the organization was how to build a cohesive team when all individuals on the team are not in total support of the new boss. Newly appointed supervisors and managers promoted from within an organization are confronted with a unique set of challenges and problems. Some new supervisors felt so frustrated by lack of support and not knowing what to do to rectify the situation that they actually couldn’t sleep well. Anytime a supervisor or manager is promoted from within his own work group, there is a chance that other team members might not be in total support of the new leader. COURSE OBJECTIVES This course is designed to guide newly promoted in-house supervisors on how to effectively supervise and manage teams and relationships with subordinates who were once peers.

TARGET AUDIENCE Newly promoted supervisors, especially those whose new role is to supervise subordinates who were once peers

COURSE CONTENTS ➢ Understanding and applying personality types in dealing colleagues – superiors, peers and

subordinates ➢ Self and people management ➢ Management styles ➢ Personal ethics as a tool of people management ➢ Personal effectiveness – Managing self and others ➢ Attitude and self-confidence building ➢ Managing team members performance ➢ Motivating team members ➢ Role plays, pair and group work and case studies

FEES ➢ N112,500.00/participant




b. WORKPLACE MOTIVATION: THE ROLE OF THE TEAM LEADER OVERVIEW "Motivation is the art of getting people to do what you want them to do because they want to do it." Dwight D. Eisenhower Motivation is very important in today's workplace. Especially for leaders whose responsibility it is to ensure that the human capital is propelled in the right direction to achieve personal career goals and organisational aims and objectives. Also, today's leaders understand need to understand that they have as much to gain from building close working relationships and sharing their experience with others as they have to give. The key challenge facing managers and leaders today is to understand how to empower and motivate their team. We all know that people who are motivated will be more productive and perform better at work. This LSDC training is design to equip leaders with skills necessary for motivating a workforce, resulting in successful and more productive employees. COURSE OBJECTVES At the end of this training session, participants should be able to:

1. Understanding motivation 2. Appreciate how personality type affects self-motivation 3. Lear n to apply effective methods of staff motivation 4. Learn about psychological theories behind employee motivation 5. Develop plans for more effective team motivation including making allowances for different

personality types 6. Learn how to set clear & defined goals as part of the motivation process 7. Identify specific challenges of workplace motivation & learn how to address them 8. Understand what makes an effective modern business leader 9. To practise and develop skills in areas of communication, delegation and staff motivation 10. Formulate a personal action plan allowing you to focus on the key issues that affect your own

particular leadership role COURSE CONTENTS

1. Leadership theories and approaches 2. The role of the leader in business - what makes a good leader? 3. Bad leaders: Are you one? 4. Ethics and leadership 5. Core leadership skills - delegation, staff empowerment, goal setting and communicating 6. The concept of 'Action Leadership' - tapping into the team’s emotion and motivation to 'share

the dream' 7. Leadership style - directing, coaching, supporting, delegating 8. Leading change and strategies for change - the challenge of initiating; sustaining; redesigning

& thinking 9. How to turn around an underachieving team - talent spotting, coaching skills, feedback and

conflict resolution 10. Goal setting in motivation and the place of personality on motivation of self and others. 11. Look at yourself: What is your own motivation level? 12. Motivation Theory…understand what makes a person tick, in everyday lay person’s terms. 13. Leadership Techniques…learn qualities that will turn you (hopefully) into a Gandhi, President

J.F Kennedy, Andrew Carnegie, Nelson Mandela or any leader with INTEGRITY



14. Workplace Issues…office politics, job burnout, employee rights, coping with stress and many more situations playing on your people’s frame of mind.

15. Motivation Techniques…team building games, tests, quotes, posters, courses, books, incentive programs

16. Strategic Vision… combining factors such as vision and mission statements to have your team PULLING in the same direction.

17. Maintain positive relationships under challenging and difficult circumstances TARGET AUDIENCE - Heads of Departments/Heads of Units - Supervisors FEES ➢ N89,625.00/participant




c. 360 DEGREES EFFECTIVE LEADERSHIP SKILLS FOR SENIOR MANAGEMENT (INTERNATIONAL COURSE)

OVERVIEW Leadership is a complex process by which the leaders influence others to perform and achieve; good leaders have always been expected to be able to solve new, and old, problems, capitalize on new opportunities and navigate through the chequered ever-changing landscape of business. The leadership attributes belief, values, ethics, character, knowledge, and skills are all traits, which can be learned.

This course provides the basis for understanding what leadership is and what leaders do to be successful . It covers a variety of topics on leadership and leading change effectively and aims to introduce participants to a variety of leadership competencies. Emphasis is on communicating, motivating and leading teams through change.

COURSE OBJECTIVES Upon successful completion of the course, participants should be able to: ➢ Be a leader with a vision, not just a manager ➢ Define what leadership is and how it is applied at all levels of organizational management ➢ Understand the basics of leadership and motivation ➢ Understand and determine personal leadership style and how to integrate this with business

management ➢ Develop skills in communicating, influencing and negotiating with peers, subordinates and

senior managers ➢ Learn how to develop leadership in ourselves and others ➢ Appreciate the importance of organization culture and the leader’s role in establishing it ➢ Know thyself: Emotional Intelligence and the role it plays in leading ➢ Increase the performance of your team by setting objectives, expectations and goals ➢ Understand and state how personal branding helps to positively influence leadership and

leaders.

TARGET AUDIENCE

➢ Managers – Mid-to-Senior management

COURSE CONTENT ➢ L e a d e r s h i p :

- D e f i n i t i o n / T y p e s / S t y l e s - What is your personality type: Know your colour - Characteristics and principles - The good vs, bad leader: Which are you?

➢ The evolution of leadership: A brief History of Leadership ➢ Theories of Leadership ➢ Taking Stock: A Personal Inventory

- An Introduction to Kouzes and Posner - Creating an Action Plan

➢ Leadership and Communication

- Basics of effective communication

- Barriers to communication - Verbal & non-verbal communication: The art of listening ➢ Encouraging the Heart: Leadership and Motivation



- Principles and theories of motivation - Motivation through goal setting - Guidelines for setting SMART goals - Self-actualisation in the team - Making celebration part of corporate culture ➢ Leadership and Ethics

- Walk your talk: Character and integrity - Organisational vs personal ethics and values ➢ Personal Effectiveness Skills for Effective Leadership

- Emotional intelligence: IQ, EQ and Multiple Intelligence - Time management skills - Conflict management styles - IQ, EQ and Multiple Intelligence ➢ Coaching ➢ Change Management ➢ Brand and Branding

- What is your personal brand as a leader? - Syncing corporate brand with personal brand - The place and importance of personal brand in leadership FEES ➢ $4,500.00/participant ➢ Fees come in different packages; contact for a detailed quote


COURSE LOCATION/ VENUE This is an international training course. ➢ Dubai, UAE

➢ Nairobi, Kenya

➢ Kigali, Rwanda

➢ London



d. PEOPLE MANAGEMENT BEST PRACTICES:

ADVANCED STRATEGIC HUMAN RESOURCE MANAGEMENT (HRM)

(INTERNATIONAL COURSE)

OVERVIEW

HR practice has evolved over the years to the establishment of HR as a true partner in advancing

and driving business goals and enhancing HR value as a member of senior management team.

This management retreat is aimed at showing executives how they can lead HR operations to advance overall business strategy, deliver value to investors, customers, and employees, and set a new, strategic vision for HR operations. It x-rays the maximisation of HR's contribution to the management team, optimize for global competitiveness, and create effective HR analytics to prove HR's worth. In addition, the latest research and thinking on talent management, communication, culture-across-global-organizations management, change facilitation and management, performance management, organizational design, HR competence, HR professionals’ upgrade and leadership branding will be treated in details

It further focuses on integrating human capital policies with corporate planning and further x-rays personnel policies, supervisory practices and systems

that positively manipulate the workforce.

COURSEOBJECTVES

By the end of the course, participants will be able to:

➢ Display understanding of the human resources management framework.

➢ Perform to show understanding and analysis of the challenges faced by People Managers in developing their organization

➢ Provide insights on how to develop strategies, initiatives and programs to introduce and sustain competitive HR advantage in organisations

➢ Focus on management best practices, tools and models to implement an effective

HRM system ➢ Understand and emphasize the value of strategic Human Resources management in

business performance with focus on organization design, change and development. ➢ Address the human capital as a critical role in organisation's viability in the knowledge

economy ➢ Develop a training strategy to fulfil organisational needs ➢ Develop staff selection processes and performance appraisal systems ➢ Appreciate the benefits of career management and creating personal development

plans ➢ Comprehend how learning processes integrate with corporate performance ➢ Hone communication and inter-personal skills

➢ Understand how unwanted behaviours can cause conflict in the workplace ➢ Understand the place of conflicts in HRM and how to manage them effectively for

organisational growth

➢ Compensation packages per performance: Generate higher employee perform ance using financial and non-financial incentives



COURSE CONTENTS

Building Ethical Organisations Organization behaviour and psychology: how individual differences, group dynamics (teams

and networks) and culture and communication impact individuals in organizational life. HRM and organizational design: Consideration of the impact of environmental factors,

information technology, and the implication s of the knowledge economy. Managing and improving business performance through HR strategy Strategic staffing: attracting, recruiting and retaining the best talent Performance management and the analysis of major problems including skill deficits and

dysfunctional levels of labour turnover Job analysis and design Recruitment, interviewing and selection, negotiation skills development Encouraging The Heart: Improving Motivation and Job Satisfaction Maximising your human capital Human Capital Development: The Training and Development Strategy

- Analysis of training needs

- Cost-effective training delivery

- Skills transfer to the work-place Effective Communication Skills

Essential Listening and questioning techniques

- Maximising good use of Body Language to positively influence

- Honing the writing skills

Diversity and Conflict Issues for HR Professionals

- Influencing across cultural differences and global business relationships

- Legal Framework for Employee Discipline and Discharge

- Dealing with the Troubled Employee

- Handling harassment issues

HR performance appraisal design, pay, rewards, compensation, recognition and promotion. HRM law, policy and workplace governance HR training and development HR diversity in the global economy - The rise of transnational corporations, their influence

on the employment relationship. Balancing the goals of management with the needs and aspirations of employees. Effective Appraisals

- Performance appraisal objectives

- Alternative appraisal methodologies

- Effective and ineffective appraisals

Trends and Issues in Human Resource Management

TARGET AUDIENCE

❖ Heads of Admin & Personnel

❖ Human Capital Managers,

❖ Training/ Knowledge managers & Consultants,

❖ Human Resources Management Consultants.

❖ Department Managers,

❖ Project Managers,

❖ Entrepreneurs, and

❖ Middle to senior level HR professionals



❖ Public and private sector senior functional executives desiring to develop their understanding of the impact that HR can have on an organisation.

❖ Anyone responsible for the design and development of HR strategies.

FEES ➢ $4,500.00/participant ➢ Fees come in different packages; contact for a detailed quote


COURSE LOCATION/ VENUE This is an international training course. ➢ Dubai, UAE

➢ Nairobi, Kenya

➢ Kigali, Rwanda

➢ London



e. FUNDAMENTALS OF PROJECT MANAGEMENT

OVERVIEW

Managing and controlling businesses, especially now in this fast-paced technology world has

become paramount. Organizations are turning to project management to help them plan and

control their businesses. Project Management, as a result, has been recognised as one of the

fastest growing professions and an effective business management system today. Thus,

organisations are successfully deploying project management concepts to deal with increasingly

competitive markets, financial pressures to improve performance, restructuring, and globalisation.

It provides a structure for dealing with the "faster, better, cheaper" pressures that most

organizations are facing

COURSE OBJECTIVES

By the end of this programmes, participants should be able to:

➢ Understand and articulate the importance of Project Management in any business project ➢ Clearly define project objectives and goals ➢ Appreciate the DISCO approach to goal-setting ➢ Create a project Work Breakdown Structure ➢ Develop a manageable project schedule ➢ Understand scope creep and change control ➢ Use tools and techniques to manage a project during execution ➢ Understand basics for project managers via the introduction of essential project

management concepts and methods.

➢ Identify project components, organize them effectively and control the project from the

earliest steps of developing the project charter through the final steps of a project

➢ Gain an understanding of the techniques, practice and new directions for project

management

➢ Gain practical experience with real case studies and approaches to achieving successful

project performance.

COURSE CONTENTS ➢ What is a project: Understanding project management ➢ Defining the roles of the project manager and his team ➢ Defining the project

- Estimating the activities - Planning the activities - Setting project goals and objectives

➢ Project Management Lifecycle vs. Solution Development Lifecycle ➢ The PMBOK and how to use it ➢ Project Leadership a nd Team Building ➢ Initiate Project Charter Development ➢ Creating a Work Breakdown Structure ➢ Resource, Communications and Risk Planning ➢ Project planning matrix ➢ Determining PERT –Programme Evaluation Review Technique ➢ Project appraisal techniques ➢ Controlling schedule, budget and scope ➢ Case studies on managing projects ➢ Practical sessions



TARGET AUDIENCE ➢ Professionals seeking advancement in their Business Analysis career ➢ New Project Managers ➢ Experienced Project Managers looking to update their skills ➢ Project team members ➢ Managers interested in learning about Project Management ➢ For individuals seeking to pass the Project Management Professional (PMP®) Certification

examination offered by Project Management Institute FEES ➢ N99,675.00/participant


http://www.pmi.org/



f. HRM (HUMAN RESOURCES MANAGEMENT) ESSENTIALS OVERVIEW

The different functional areas that comprise the field of Human Resource Management, including talent recruitment, effective interviewing, performance management, training, and HR law will be treated in this session. It focuses on the skills necessary for the job and offers practical suggestions for applying these skills in real-world situations.

COURSE OBJECTIVES

At the end of the programme, participants will: ✓ N e t w o r k , interact and compare notes with peer professionals from a

wide variety of organizations. ✓ D i s c o v e r how leading-edge HR programs are developed and acquire the skills to

enhance their personal effectiveness and to achieve their professional career goals. ✓ H a v e the necessary knowledge and background to work effectively in the field of

Human Resources. TARGET AUDIENCE

o Newly-appointed human resource professionals o HR specialists moving from one functional area of the field to another o Line managers with HR responsibilities o Professionals exploring HR as a career change

COURSE CONTENTS o Overview of Human Resource Management (HRM) o Recruitment: Talent Acquisition and Retention o Selection: Principles and Best Practices o Employee and Labor Relations

o Effective Interviewing o Employee Development o Performance Management Systems o Human Resource Management and the Law o Compensation Systems o Employee Benefits

FEES

✓ N74,250.00/ participant COURSE DURATION

1 day



g. POWER & THE WORKPLACE: DEALING WITH DIVERSITY AND CONFLICT OVERVIEW Conflict is not only harmful, it's costly. So is harassment. It is serious business and can create tension and reduce productivity in the workplace. In every human endeavour, conflict abound. Up to 40-80% of working women and 10-15% of men experience harassment of all types in their lifetimes. This training session discusses what to do to prevent and deal with conflict and harassment in the workplace; it also answers the question: How can diversity and conflict be positively exploited and harassment in the workplace eliminated? The answer is prevention through education; not litigation. COURSE OBJECTIVES Employees on all cadres are, by this course, to be equipped:

1. To understand what constitutes harassment and what is not 2. To know their rights as regards conflicts and its resolution in the workplace 3. To become familiar with whistle-blowing and how it works 4. To demand for explicit and documented policies from the management of the organization

they work for concerning harassment 5. To know steps to take when harassed or a colleague is being harassed 6. With steps to take, as line supervisors and managers, to prevent harassment in their units

and what to do when it occurs. 7. To understand emotional intelligence and how to apply it in workplace conflict situations

TARGET AUDIENCE All employees All HR staff members All management staff and decision makers

COURSE CONTENTS Defining conflict, diversity and harassment Classes of harassment The legal ramifications of State and Federal law for employees, supervisors and the

Company The employees’ rights as regards harassment in the workplace: Steps to take when harassed

or a colleague is being harassed The place of black-and-white (documented) corporate policies on harassment and conflict

resolution Preventing harassment and what to do when it occurs. Liability topics: both monetary and punitive damages Emotional intelligence! Policy and Action

- What to include and how to enforce a harassment policy - Examples of inappropriate behaviour - What to do if you are a victim or witness of harassment - How conflict and harassment affect the employee and workplace - Effective ways for employees & managers to report and manage conflict and harassment

FEES N89,625.00/participant

COURSE DURATION 2 days



h. THE VALUABLE HR ASSISTANT: ROLES & SKILLS OVERVIEW Human resource, as a discipline, has evolved over the years and requires practitioners to be on top of their game, what with being abreast with recent trends and practices. The effective HR unit requires a HR partner who is equipped with the necessary skills and expertise to deliver on the short- and long-term goals of a HR department. This training program x-rays, in details, the necessary skills required to achieve that. COURSE OBJECTIVES At the end of the programme, participants will: ➢ Understand and be equipped with the legal and administrative knowledge they need for the

wide range of tasks they undertake every day. ➢ Increase their knowledge and skills to a point which will enable them to take on more

responsibility in their work for the HR function. This is a practical case study-based learning in which participants will work in groups on exercises, to examine and resolve specific HR issues that reflect real life situations. This is aimed at allowing them the opportunity to apply the knowledge developed in a practical context during the programme and receive structured feedback and guidance.

COURSE CONTENTS

INTRO: THE IMPORTANCE OF HR • The contribution of HR to the business • The essential role and responsibilities of the HR Administrator • Arriving at employment policies and procedures • Responsibility for making HR policies effective • Internal relationships

THE IMPORTANCE OF EMPLOYMENT LAW • The range of current legislation • Statutory vs. occupational rights • Frequency of changes

THE RECRUITMENT AND SELECTION PROCESS • The business case • Identifying the job • Defining the person • Attracting candidates • Assessing candidates • Making the selection decision • Follow up

TERMS AND CONDITIONS OF EMPLOYMENT • Types of contract • Agency staff • The right of an employee to written terms and conditions • Statutory rights

• Issuing the contract • Varying the terms of contract • Remedies for breach of contract • Clarifying the terms where there is no written statement

‘FAMILY FRIENDLY’ RIGHTS • Maternity leave and pay



• Paternity leave and pay • Leave and pay for adoptive parents • Parental leave • Flexible working rights

DISCRIMINATION LAW • Discrimination legislation • Definitions of discrimination • Remedies for unlawful discrimination • Institutions

DISCIPLINE AND DISMISSAL • The organisation’s own disciplinary procedure • The right to be accompanied • The right of appeal • Effective records • Disciplinary interviews and ‘fair’ reasons for dismissal • Constructive dismissal • Wrongful dismissal • Making a claim for unfair dismissal

TARGET AUDIENCE o New and existing HR staff due for more training o Staff assigned to HR duties and responsibilities

o Experienced HR staff looking for an update in employment law procedures

FEES

✓ N89,625.00/ participant




i. TALENT DEVELOPMENT & MANAGEMENT ESSENTIALS OVERVIEW An organisation’s success is determined by the performance of its people. A successful organisation is one that takes interest in developing its employees’ skills and interests, and such organisations flourish and succeed over the long term. Career development is a competitive strategy for many organizations and employees stay longer at organisations that take an interest in managing its pool of talent and developing its human capital skills and interests. Participants will gather information to build strategies to increase their alignment to self, the job, and the organization. Organizations that capture, harness, and develop their human capital are those that have an all-encompassing approach to talent and performance management who are able to link tools, systems, people and processes together to motivate employees to work at their peak, keep them aligned with the culture and corporate objectives, and build future leaders throughout the enterprise. Increasingly, the one true competitive advantage an organization possesses is its ability to manage its pool of talent. This course will help you. We will focus on what it takes to achieve your goals by getting the right people in the right jobs doing the right things. COURSE OBJECTIVES This course will enable participants to:

1. Develop a greater capacity and a comprehensive approach to managing talent and performance

2. Learn the tools, strategies, and best practices to effectively manage their most important resources: their people

3. Broaden their knowledge in the wide-sweeping area of talent and performance management

4. Understand right mix: getting the right people in the right positions (jobs) doing the right things.

5. Acquire the knowledge of the entire talent management processes, tools, systems, and strategies needed to drive their organization forward as well as developing specific skills to guide and support employee performance.

6. Align people effectively with organization’s strategic goals and objectives. 7. Increase their ability to identify and solve talent management issues and challenges. 8. Discover how to focus people more effectively on their performance by examining each

phase of the performance management process. 9. Develop employees’ performance by setting meaningful goals, providing effective feedback,

diagnosing potential problems and building a plan of action to correct the problems. COURSE CONTENTS ➢ What management cycle means ➢ The Basics of Career Management ➢ Putting People First ➢ Understanding personality styles ➢ Career tests and self-assessment tools ➢ Coaching ➢ Talent management ➢ Performance appraisal and management ➢ Dealing with the 'Star', the 'Plodder', the 'Peaked' and the 'Poor Performer'. ➢ The five-step career growth and development model.



➢ Training & development in career growth ➢ Succession planning and post-retirement planning ➢ Employee retention and Effective motivation (recognition etc.)

TARGET AUDIENCE ➢ HR managers ➢ Line managers ➢ Team leaders ➢ Managers and leaders who manage others





j. TEEN LEADERSHIP PROGRAMME: EFFECTIVE LEADING SKILLS FOR STUDENT PARLIAMENTARIANS

(SCHOOL PREFECTS) OVERVIEW When young adults (teenagers) are given leadership responsibilities as school prefects, it behoves

the school management to train and equip them for the effective discharge of their duty as

members of student parliament.

This training session is designed to challenge and further empower members of the student

parliament to be role models to their peers and juniors. It covers a variety of topics on issues

relating to youth leadership and will enable them communicate effectively, command respect, be

courageous and decisive; they will learn the importance of fairness, honesty, integrity while the

skills they need to be motivators and role models will be further honed.

COURSE OBJECTIVES

The objectives of this programme are to enable participants understand their leadership,

personality and interpersonal style and the place of personal effectiveness in achieving their

personal goals and objectives and leading others.

TARGET AUDIENCE

✓ School prefects (MSP – Member Student Parliament)

COURSE CONTENT

✓ What is leadership?

✓ Leadership styles

✓ Can young people be leaders?

✓ Are you a good or a bad leader?

✓ What is your colour: Know your personality type

✓ COMM 101: Communication skills for leaders

✓ Discipline: Dealing with difficult school mates: peers and juniors

✓ Building your personal ethics and brand for effective leadership

✓ Intelligence and leadership: IQ, EQ & Multiple Intelligence

✓ Personal effectiveness styles:

✓ Time management

✓ Conflict management

✓ Roles plays

✓ Case studies

FEES 1. (Implant Training) N250,000.00 for a

class of 20 participants (Client

organisation bears cost of venue

and meals).

2. (Open Training Programme)

N18,000/participant

COURSE DURATION

➢ 1 Day



IV. PERSONAL DEVELOPMENT k. ALL ROUND WORKPLACE SAFETY OVERVIEW The business or workplace requires a sense of ownership from all levels of personnel therein: for the good of management, staff and vendors and/or clients. This sense of ownership engenders a safe work environment and in event of mishaps, individuals know what to do to protect self and organizational assets. Because the mental, physical and emotional well-being of the human capital of every organization is essential for the achievement of personal and organizations goals , aims and objective, training and retraining of human capital on workplace principles, procedures and practices is important. This Workplace & Safety training session discusses HSES (Health, Safety, Environment & Security) issues and trends as they concern the workplace. It covers a wide range of topics viz-a-viz:

➢ Office safety management ➢ Workplace health hazards ➢ First Aid skills ➢ Security alertness ➢ Ergonomics and workplace safety ➢ Emergency situations and procedures ➢ Stress management ➢ Violence and harassment as workplace safety issues

COURSE OBJECTIVES Participants are, by this course, to be equipped to: 1. Understand the importance of safety and security procedures at the place of work 2. Acquire traits and behaviour to display during emergency situations 3. Understand why an ownership mentality is important in ensuring top class security and protection of self and others at the workplace

4. Hazard management-savvy 5. Know and display an understanding of the responsibility of staff and management in workplace HSES Issues

6. Display an understanding of harassment and personal effectiveness as a workplace safety issue COURSE CONTENTS

➢ Before the doctor comes: First Aid ➢ FIRE! ➢ Emergency behaviour:

- Identifying security risks and whistle blowing them - Responsible fire emergency behaviour - Emergency preparedness - Office accidents and what to do - How to handle ergonomical issues

➢ Handling work-related health issues: Personal effectiveness, stress management et al ➢ The work place environment and ergonomics ➢ Safety issues: violence and harassment

TARGET AUDIENCE ➢ All employees





l. WORKPLACE BEHAVIOUR: ETHICS & COMPLIANCE BASICS OVERVIEW The 21st century business focuses on profitability and success. It professes doing whatever it takes to make profits. The question is where does workplace ethics fit in such a scenario? With spate of scandals, frauds and irregularities related to business executives being reported in the media, it seems mandatory that ethics be given a front seat in the workplace. Even with syllabus of ethics, chart lesson plans and incessant preaching to employees, values and ethics are inbuilt in individuals; that notwithstanding, with regular training session addressing and x-raying ethics and ethical issues, employees at all levels can be sensitized to imbibe positive workplace ethics for the good of self and organisation.

COURSE OBJECTIVES Participants are, by this course, to be equipped to: ➢ Understand what 'business ethics' is ➢ Learn how to make ethical decisions ➢ Be part of building strong teams and fostering professionalism in the workplace, thereby

helping to promote productivity in strong teams ➢ Understand employee rights to enable and create privacy, harassment & technology policies ➢ Understand your business & social responsibilities ➢ Learn how to balance personal and organisation ethics ➢ Learn when to "blow the whistle" ➢ Be able to identify unethical behaviours ➢ Become brand ambassadors of their organisation with their strong business values and ethics

TARGET AUDIENCE ➢ All staff

COURSE CONTENTS ➢ What ethics is – In the context of business ➢ Relevance of business ethics ➢ Types of ethics

- Utilitarian Ethics - An outline of Bentham’s basic theory of utility - Disadvantages of utilitarianism

➢ Deontological Ethics - Core concepts of Kantianism explained - Evaluation of deontology compared with utilitarianism

➢ Virtue Theory - Basic concepts underlying virtue theory

➢ Theories of Justice - Rawls’ Theory of Justice (liberal egalitarian) and Baker et al’s broader

theory of equality of condition ➢ Ethical Relationships in Business & Social Responsibility

- Employer-employee relationship - Management structures - Loyalty rewards - Work conditions and facilities, unfair dismissal and sexual harassment



- Company-consumer relationship - Honesty in advertising, value for money, after- sales care - CSR (Corporate Conscience): relationship between business and the community

(local and global) ➢ Ethical Styles – The Gender Debate

- Justice vs. care (Kohlberg vs. Gilligan) - The role of reason and emotion in business

➢ Exercises ➢ Case studies ➢ Course Review ➢ Role plays! Role plays! Role

plays! FEES

✓ N89,625.00/participant COURSE DURATION ➢ 2 day



m. ALL-ROUND PERSONAL EFFECTIVENESS (A-R-P-E-T) OVERVIEW Personal effectiveness in the workplace covers areas viz: personal effectiveness, personal time management, emotional effectiveness, personality type application. Personal effectiveness is a prerequisite for outstanding performance irrespective of level of seniority. Understanding self and one’s personality goes a long way in engendering effective performance of core deliverables. Employees with high emotional IQ, coupled with the right education, are an asset to any organisation and help organisations enhance their competitive advantage. As people evolve in the market place, the emphasis is shifting and has shifted from traditional requirements to finer skills. Emotional intelligence is a pre requisite for finer skills. So also is appreciating one’s personality type and applying it effectively in the workplace. This course brings time to life through practical exercises; it x-rays the tools and techniques which show just how and where personality type can and will be applied in the workplace for optimum output; in this course IQ and EQ are juxtaposed for a wholesomely effective person. COURSE OBJECTIVES This course will enable participants to:

1. Make a positive impact and add value to working relationships 2. Manage their own time in a disciplined, consistent and flexible way 3. Manage their own personal development 4. Be equipped with tools, tips and techniques that challenge their approach to workload

and help them regain control 5. Acquire practical skills required to be emotionally intelligent leaders, strong and

balanced and not afraid to manage emotions of others and also able to face up to the inner self

6. Understand the place of individual differences in the work place 7. Understand multiple intelligences and its application to work place relationships,

delegations etc 8. Make a positive impact and add value to working relationships 9. Realise their personality type and how to apply it in the workplace.

TARGET AUDIENCE ➢ Managers ➢ Team leaders ➢ All employees

COURSE CONTENTS ➢ Time management myths and facts ➢ Clarify personal objectives in context with role and organization ➢ Managing yourself and your time ➢ Build a culture of reflection, self-assessment and self-improvement ➢ Build personal style and self-confidence for positive impact ➢ Identifying stress and burn-out indicators with steps to handle and manage them ➢ Identifying and dealing with time wasters ➢ Delegating tasks successfully to free up time ➢ Managing relationships with staff, peers and superiors ➢ What Emotional Intelligence (EI) is viz-a-viz IQ and multiple intelligence ➢ The Emotional Brain



➢ Behaviour and Leadership ➢ Multiple Intelligences ➢ Developing emotional management skills ➢ What is your colour: Personality type in the workplace





n. OFFICE MANAGEMENT & ADMNISTRATION FOR SECRETARIES AND OFFICE ASSISTANTS OVERVIEW A trained and efficient admin assistant/secretary is an asset to any business organisation: they are relied upon to keep their offices organized and properly managed. From planning meetings to creating slides for presentations, this 4-day training is billed to equip participants learn how to successfully master a variety of administrative assistant duties that are generally required in today's contemporary workplace. COURSE OBJECTIVES Participants are, by this course, to be equipped to:

1. Use computers to create spreadsheets, presentations, reports, compose messages, manage databases, and other applications

2. Understand how to negotiate with vendors, buy supplies, manage stockrooms or corporate libraries, and get data from various sources

3. Understand how to maintain paper and electronic filing systems for records and messages as well as organize files, folders, and schedules in proper order so an office can run efficiently

4. Comprehend how to schedule appointments and make travel arrangements for executives and other staff

5. Recognize how to answer phones, draft messages, write memos and email when communicating with managers, employees, and customers

6. Describe and recognise appropriate office dressing 7. Perfect the telephone answering skills and how to deal with difficult persons 8. Understand time and stress management skills and how to apply them for personal

effectiveness in the workplace 9. Become familiar with different personality types and its application when dealing with

internal and external clients/ customers/ visitors 10. Business communication and ethics of business communication

COURSE CONTENTS ➢ Tools of the trade: voicemail, email, memos and more ➢ Personal presence: The etiquette of workplace dressing ➢ The Administrative Assistant/ Secretary as a Professional: roles, skills, abilities, workplace

trends and opportunities and professional organisations. ➢ Stress and Time Management: why vacation/ relaxation is important; developing coping

strategies and a stress management program; setting goals. ➢ Travel and Meeting Planning: Using a business traveller profile; various ways of making

travel arrangements; business traveller’s itinerary; planning online meetings; drawing up an agenda; planning a convention.

➢ Filing Techniques: Association of Records Managers and Administrators standard (ARMA International); color-coded filing systems; electronic filing systems; alphabetic filing rules.

➢ Records Management and handling viz classification of records; records control; electronic records management; archiving technologies.

➢ Business English communication: Business letters, forms, client records, and memos; organization, grammar, punctuation, and sentence and paragraph construction; coherent paragraphs, well-organized documents, and purpose-focused materials; accurate, attractive, and effective final copies.

➢ Handling Bosses effectively ➢ Planning and Prioritising ➢ Scheduling and Planning Skills For Effective Meetings ➢ Before, During, and After Meetings: What to do ➢ Writing Minutes Of Meetings



➢ MS Office Suite/ Social media: Word, Excel, PowerPoint, Twitter, LinkedIn, Skillpages etc ➢ Office finance/Budget: Managing the imprest account/ petty cash records. ➢ Copious class exercises, role plays and case studies

TARGET AUDIENCE

➢ Records management officers ➢ Personal Assistant and Private Secretaries ➢ Administrative Assistants. ➢ Registry Officers ➢ Secretaries and PAs ➢ Administration Officers ➢ Office assistants


COURSE DURATION

➢ 3 days



o. LSDC P-F-R (PREPARE FOR RETIREMENT) – ENTREPRENEURIAL SKILLS FOR RETIREES, WOULD-BE-RETIREES AND THE RETRENCHED OVERVIEW With improved lifestyle and standard of living, most people due for retirement (or even retrenched) are usually almost still in their ‘prime’. When they leave paid employment, they are usually still full of energy; if there were no plans for post-work life, they usually become broke, bored and fall ill. This fallout is also mostly obtainable because most would-be retirees and their employers do not plan for life after retirement. It is, therefore, important to make plans for employees on how to manage themselves after work, especially for those who desire to not retire to a life of leisure (golf, holidaying etc.), but would want to be ‘gainfully engaged’ in of work or business. This 3-day session will x-ray and explore the opportunities that abound for retirees. Its main focus is to successfully address and mitigate any negative physiological, physical, social and economic factors that retirees could experience, and provide insights on how best to cope with life after retirement. COURSE OBJECTIVES This session will afford participants the ways to:

1. Look forward to retirement (and or retrenchment, if it happens, and not regard it as the end of life) with hope and as a new beginning.

2. Look inwards and identify skills, talents and personal capabilities they possess, which can be used elsewhere

3. Invest wisely even while still in paid employment 4. Get new fulfilling employment, if needed 5. Be skilled and knowledgeable in running a small-scale business or ‘starting small’ in business

after retirement. 6. Effectively manage their retirement benefits. 7. Procedurally start a business 8. Manage themselves well, personally, viz, emotionally, socially and otherwise. 9. Manage their business well viz:

i. Legal aspects of business running ii. Sound HR practises for small business iii. Different sources of finance iv. Good book keeping

COURSE OUTLINE 1. Change of baton: Handing over and preparing your ‘successor’ to fit in easily in your shoes 2. Investment opportunities in Nigeria: Making the ‘right’ choice 3. Planning a new business 4. Business development processes 5. The Law: Legal requirements for setting up and running a business 6. Preparing a business plan that can be implemented 7. Cost and price goods and services appropriately 8. Business communication for nascent and budding entrepreneurs 9. Technology 101: Tech4Biz

i. Using social media to reach clients, customers and prospects ii. MS Office Suite iii. Poignant advertising

10. ‘Befriending the Enemy’: Knowing, benchmarking and partnering with the competition



11. Time management, Personal Effectiveness & Self-Management Skills for the entrepreneur i. Emotional Intelligence ii. Delegating iii. Stress management and aging gracefully iv. Work-Life-Health balance v. Family Management

a. Wills b. Trust Funds c. Bonds, Shares d. MSIs (Multiple Streams of Income) e. Investments

TARGET AUDIENCE 1. Retrenched officers 2. Officers who have between 5-10 years to retire

FEES 1. N99,675.00/participant




p. ADVANCED OFFICE MANAGEMENT & ADMIN SKILLS OVERVIEW In order to remain competent in the workplace administrators, office managers and executive secretaries need to be equipped with the relevant knowledge and skills: interpersonal, communication, organisational and time management competencies. This 4-day programme is designed with the senior support staff in mind: to increase their skills across a range of disciplines. The approach to this training is based on a combination of interactive activities - group and individual exercises, case studies, role plays and discussions - along with formal inputs. Participants will share real-life experiences to further help others with how to cope with situations in the workplace. COURSE OBJECTIVES At this programme’s end, participants will be equipped to:

1. Identify the key components within the job role of the Office Manager/ Executive Assistant/ PA

2. Develop office procedures, critical thinking abilities and communication skills for greater efficiency and effectiveness

3. Prioritise and cope with a myriad of tasks 4. Think as a manager – planning, making decisions and solving problems 5. Be more assertive to get things done 6. Understand and develop intrapersonal and interpersonal skills for a more proactive,

confident team. 7. Understand the place of personality types and apply its understanding in dealing with

colleagues – subordinate, peers and superiors. 8. Reduce absenteeism and illness via reduced stress levels

COURSE OUTLINE

1. Overview of office manager functions 2. Understanding, clarifying purpose, vision and mission 3. Planning skills – using a Gannt chart to chart work progress 4. Time management principle and issues 5. Internal and external customers 6. Recognising and managing stress for self and others 7. Controlling and streamlining office systems 8. Project management basics 9. Manning effective meetings 10. Communication issues 11. Understanding different personality types and how to deal with them 12. Saying ‘NO’ without making enemies 13. Creating and enforcing workplace operational policies 14. Creating and enforcing professionalism viz dress code etc 15. The essential skills of emotional intelligence and motivation 16. MS Office Suite refresher

TARGET AUDIENCE ➢ Executive or Personal Assistants to Senior or Middle Management ➢ Office Administrators/Managers ➢ Supervisors of clerical and administrative staff



➢ Executive & Management Secretaries ➢ Personal Assistants C ➢ Admin officers moving into more senior positions as an office managers or administration

team leaders/supervisors. FEES ➢ N99,675.00/participant




q. PERSONAL FINANCIAL MANAGEMENT SKILLS OVERVIEW This course has been developed to educate participants on how to manage their personal finances responsibly and to counteract the effect of peer pressure and media advertising that encourages the erroneously fulfilling ‘buy-buy-buy’ culture. Participants will increase their basic financial literacy and be empowered with the necessary knowledge that will set them firmly on the path to financial independence and enable them to consciously and dispassionately live within their means. COURSE OBJECTIVES This course will enable participants to:

1. Learn the basic steps on the road to financial freedom 2. Uncover the myths about money 3. Be guided on the path of living within their means. This curbs and reduces corruption and

other fraud-related activities 4. Identify their money personality type and make it work for them 5. Learn how to set financial goals and personal budgets 6. Understand how MLM work and how it helps financial freedom 7. Understand the dangers and power of compound interest 8. Identify personal financial priorities 9. Budget effectively 10. Understand taxes 11. Demonstrate a knowledge of banking and saving options 12. Know how to control debt 13. Seek further financial advice from a professional 14. Understand debt and practical ways to reduce and avoid debt 15. Understand their rights according to the National Credit Act 16. Learn about debt counselling 17. Gain insight on the rules about money 18. Discover how to stay on the road to financial freedom

COURSE CONTENTS 1. The myths we believe about money 2. Understanding the basic principles 3. What is your money personality? 4. Setting some goals 5. Mind your business 6. Developing a personal / household budget 7. Avoiding, reducing and dealing debt - the first step to financial freedom 8. Limiting expenses 9. Another step: Introduction to MLM platforms that work 10. Recap of the steps to financial freedoms – Quiz 11. The way forward - Brainstorm session

TARGET AUDIENCE ix. All staff x. Everyone who desires to be financially responsible

FEE ➢ N75,000 .00/ participant

COURSE DURATION ➢ 1 day



r. DESKTOP & MS SUITE TRAINING COURSE (BASIC & ADVANCED) OVERVIEW Microsoft Office Suite is easily the most widely-used office software programmes. Most people are

familiar with Microsoft Office applications but professional training helps in the use of programmes

like Excel and PowerPoint even more efficiently and successfully.

This two-day Desktop and Office Suite programme promises to be enriching as it is real-time,

hands-on, face-to-face and interactive.

COURSE OBJECTIVES Upon successful completion of the course, participants should be able to:

➢ Be adept in the use of Microsoft Office Suite, viz: - MS Word - MS Excel - MS PowerPoint - MS Outlook - MS Access

➢ Understand (and use) different Windows features ➢ Convert and secure files

COURSE CONTENTS ➢ Introdu ct ion to and use of Microsoft Office Suite (MS Suite)

- Word - Excel - PowerPoint - Access - Outlook

➢ Excel Formulas ➢ Excel Tips ➢ Word Tips ➢ PowerPoint Tips ➢ PDF

TARGET AUDIENCE ➢ All management supervisors

FEES

➢ N89,625.00/participant COURSE DURATION

❖ 2 days



OTHER LSDC Ltd SERVICES In addition to the training programmes stated above, you may have a training need (or any other service; see below) that our library of materials does not address directly. When this happens, we can design and develop content just for you and then either deliver the program as we would with our existing materials or train your people to roll it out/ retrain your other employees. Contact us to discuss your specific situation, and we can give you a timetable and price quote. OTHER SERVICES

1. Train-The-Trainer Training Course 2. Training on Customer/Client/Public Relationship for: i. Finance Industry ii. Public/Civil service iii. Law Enforcement 3. Recruitment and Selection 4. Corporate Strategy and Policy Development 5. Conference/ Seminar services: Interpreting & Translating



FOR FURTHER INFORMATION, PLEASE CONTACT US @: Language & Skills Development Consulting Box Office Incubator DISCOVERY MALL (Same Street With/Adjacent AP Plaza Street, Opp. ECO BANK) Adetokunboh Ademola Crescent Wuse 2 Abuja – FCT

OR

+234(0)81-63-171-944 +234(0)80-99-298-495

OR

[email protected] www.lsdcltd.com

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