Introduction Basic customer care training requires active listening, meeting customer expectations, and managing stress. The three types of basic customer care training are: Telephone interaction - Focuses on appropriate use of language, voice fluctuation, and conversation etiquette. Face to face interaction -…
Introduction The communication processes and procedures of an entity play a key role in determining efficiency and effectiveness of the organization. Most often, secretaries are entrusted to handle some aspects of communication such as drafting of letters, memos, speeches, and…
Objective To Equip Public & Business Leaders with the Skills to gain Strategic Insight and Drive Change & Growth in their Personal lives & Institutions. Content Introduction to the concept of the “Flat world” and its implications to the Modern…
Objective To Equip Leaders with The Skills to Gain Strategic Insight and Drive Change & Growth in their Personal lives & Institutions. Content Definition of the Art of Leadership Introduction to the four Dimensions of Entrepreneurial Leadership A review of…
Introduction Gender and leadership issues constitute a major part of organizations cultural norm that determines not just the behaviour of the people but their performance as well. This course provides one of the practical methods of ensuring that gender, leadership…
Introduction Managers and Supervisors strive to get the best out of their subordinates in order to improve upon the organization’s efficiency and effectiveness as well as achieve its objectives and goals. A continuous process of performance management which is put…
Introduction As a leader or Manager Public Speaking, speech writing and presentation skills are instruments needed to be able to communicate effectively to an audience. It is also important to realize that you may be called on to stand in…
Introduction The overall purpose of performance management in any organization is to ensure that all its sub systems are working together as one unit to achieve the desired corporate targets/goals. Coaching and mentoring are both “helping” activities, employed either as…
Introduction The act of Negotiation takes place in the social life of every individual. When you decide who to meet, where to meet, issues to be discussed and the benefits that each party will derive from the meeting; that is…
Introduction There are variants of styles, traits, skills and competencies that form the core characteristics and strengths or weaknesses of leadership. As leaders in our various organizations in this turbulent times, the importance of this course cannot be overemphasized. However,…