WORKSHOPS WITH DESCRIPTIONS
1. The CUSTOMER FOCUS APPROACH
N.B: This will be a 4 day workshop. The overall purpose of the
workshop will be for the entrepreneurs and those responsible for
selling products designed for the customers at the senior level.
Even HR professionals who sell HR products and services are
included as the beneficiaries. I take the view that without
customers or clients, the very existence of organisation is just a
waste of space and of no real value to the economy.
The concept has been taken from my 1st HR Text Book: THE
PRACTICALITIES OF HUMAN RESOURCES FOR HR
PRACTITIONERS – FRESH PERSPECTIVE, published by
AuthorHouse, February 2012 and available in all the major book
stores in United Kingdon including Waterstones and from
Amazon.
Aims:
Is there anything more important than customers? Obviously no
but what is being done to serve the customer community in a
very objective manner? This interesting workshop will not
provide a definitive answer but will certainly expand the horizon
of thinking related to customer service by addressing important
aspects of the customer service.
Objectives: By the end of the workshop, participants will gain
knowledge into the following areas:
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 What is Customer Focus Approach?
 Customer Service Diamond
 Customer-Process Driven
 Linking People Development, Empowerment, Motivation,
Recognition and Reward into Customer Focus Strategy
and Feedback
 Continuous Improvement Process (CIP)
 Conflict Management
Key Terms and concepts to be explained:
 Customers
 Empowerment
 Conflict Management
 Values
 Vision
 Mission
 Strategy
 Objectives
 CIP (Customer Improvement Process)
 People Development
 Professionalism
 Goal theory of Motivation
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Concluding remarks:
In today’s fiercely competitive environment, customer service seems
to hold the trump card to success, irrespective of the type of business,
location and size. Customer service is just not about providing
service, but a service with an aim and objective, that will ensure
customer loyalty, customer retention and most important, customer
satisfaction, enough to recommend the service to others.
2. Workshop on Knowledge based approach, Belief based
approach and Culture based approach for HR
practitioners
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N.B: This will be a 5 day workshop taken from my 2nd HR Text Book:
Knowledge, Belief and Culture in Human Resource Management for HR
Practitioners and Entrepreneurs, AuthorHouse, February 2015 and available
from Amazon and other book stores in the United Kingdom.
What will the workshop cover?
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Knowledge-based HR approach
What is knowledge?
How is HR knowledge acquired?
Types of HR knowledge
The theories of HR
HR Philosophies, policies, procedures, practices, strategies, HR
processes, HR Programmes
Statement of intent
GON (Genuine Organisation Needs)
GD (Genuine Desire)
HR policies
Differences between Evidence based HR and Knowledge based HR
Why is it worth participating?
 Key HR decisions will have a firm foundation
 By being able to differentiate between Knowledge, Belief and
Culture will enable the participant to understand where the key
HR decisions and interventions come from and the
consequences
 The participants will gain a fresh perspective of thinking about
Human Resource Management
 The understanding of the Knowledge, Belief and Culture based
HR will provide the HR practitioner and entrepreneur to
critically examine and analyze the HR decisions and HR
interventions
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 If this pattern of thinking down the lines of Knowledge, Belief
and Culture is translated in the real world of work, I sincerely
believe that the organisation will do good for itself and the
society
Aims:
By the end of the workshop on Knowledge based approach, Belief
based approach and Culture based approach for HR practitioners,
practitioners will understand:
 How the knowledge, belief and culture based HR approach will
make the difference to the organisation and society
 The approach will promote a healthy organisation. And a
healthy organisation means a healthy society
Objectives:
To gain a clear understanding of:
 Knowledge based HR approach
 Belief based HR approach
 Culture based HR approach
Concluding remarks: The knowledge based HR approach is the most
appropriate step for any organisation keen to move in the right
direction. The knowledge base approach takes into account HR
knowledge (personal, procedural and propositional) leading to the
development of HR philosophy, HR strategy, HR policies and HR
procedures. Also, the workshop will examine Belief base HR practice
that not always leads to the desired outcome which is equally
applicable to culture based HR practice.
3. Workshop on ‘Feedback’
N.B: This will be a 4 day workshop.
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The aim of the workshop on feedback:
The overall aim of the workshop on feedback is gain greater
understanding of the feedback mechanism that is an extremely vital
element for any successful organisation or aspiring to be successful.
We talk about performance appraisal, suggestion box, continuous
improvement, customer satisfaction, employee satisfaction and so on.
What we are referring to is the feedback in motion. If the feedback is
not properly understood in the true spirit, the above mentioned
organisational concepts will be applied in an improper fashion. And
no one will really benefit which will give a bad name to the concepts
and nobody really gains anything. The concepts are not to be blamed.
Because the pre-requisite knowledge to concepts like performance
appraisals, continuous improvement, customer satisfaction and so on,
have not been properly explained. Feedback is not at all common
sense. A good understanding of the basics of feedback will help the
implementation of the concepts related to the feedback family.
Objectives: By the end of the workshop, participants will:
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Understand what is feedback
Acknowledge the importance of feedback
Learn the different types of feedback
Be able to discuss competently the different media to express
feedback
Understand the concept: customer focus
Concluding remarks:
It is of great importance to think about setting the ground rules,
exploring a range of feedback tools and techniques that should
contribute to the sustainability and effectiveness of any
organisation. Genuine and authentic feedback helps to see the
‘blind spot’ which is not really possible to see with the normal
eye sight and the concept is very much known to vehicle drivers.
4. Workshop on Organisational Presentation
N.B: This is a 3 day workshop.
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Aims: The aim of workshop on Organisational Presentation is to
finds ways to communicate with the market, make presence felt
and making the right impression at the right time. It is all not
about service, product, customer service or even demand but
making the right connection with the customer base which is
what Corporate Presentation or organisational presentation
is about. Those who care for the business and society will take
this matter seriously. One off business or business with limited
objectives or business without any long term aims and
objectives, do not need to be bothered with Corporate
Presentation
Objectives: By the end of the workshop, participants will
understand:
 What is meant by corporate presentation
 The importance attached to corporate presentation
 Types of organisation presentation
 How to be professional
 Organisational personality
 Organisational Belief System
 Organisational Motivation Strategy
Concluding remarks: Entrepreneurs and the top management must
make the point that the organisation needs to develop the type of
personality that is capable of demonstrating behaviour that will attract
the market in an ethical manner.
5. Workshop on Knowledge, Skills and Behaviour for
HR professionals
N.B: 5 Day Workshop.
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Aims: The overall aim of the workshop is to elaborate, analyze and
understand the basic qualities that an HR professional in
contemporary times ought to display. Times have changed. With the
change of times, so have the knowledge, skills and behaviour also
changed and this is the interesting part of Human Resources that it is
dynamic. It moves with the social changes. The relation between
Human Resources and Society is intricate in the sense that HR must
be compatible with society to serve the greater interest of the society
through a well structured organisation. Human Resource Management
is there to provide the organisation with sound foundation through
sound people management initiatives. It is the human resource of any
organisation that will ensure success in spite of all the revolutionary
technological changes.
Objectives: By the end of the workshop, participants will:
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What is meant by HR
The Harvard Model
The Michigan Model
The difference between HR and Personnel
Understand the source of the HR knowledge base
The different parts of the HR knowledge (people resourcing,
training and development and people relations)
Gain greater understanding into the skills that is most required
by the employers
What do the HR managers do
The micro and macro elements of the role
The technical and personal skills
Ethics
Team building behaviour
 Appreciate the different types of behaviour that the HR ought to
display
Concluding remarks: In contemporary times, the HR seems to be
under pressure for not really adding value to the organisation, not
really understanding the core business and not really working
collaboratively to further the cause of employees and stakeholders.
The workshop aims to enhance the benefits of this branch of
knowledge in a tangible manner.
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6. WORKSHOP ON: HR SERVICE
MARKETING AND HR SERVICE
PROMOTION
N.B: 4 Day Workshop taken from the 3rd HR Text Book to be
published in the middle of 2016.
Aims:
 To be able to create an HR market space with the right
promotional tools for internal and external HR customers and
effective usage of the marketing concepts to meets the needs of
the customers more efficiently and effectively.
Objectives: By the end of the workshop, participants will have
greater appreciation on the following topics:
 What is marketing?
 What is meant by promotion:
 Service HR Marketing
 Various methods of promotion
 Skills required
 Qualities required
 Marketing Mix
 Five HR Boundaries for HR service (Marketing)
 Zone of Tolerance
 Service Recovery
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 Justice
Key Terms and concepts to be used:
 Marketing
 Promotion
 Skills
 Qualities
 Tolerance
 Service Recovery
 Justice
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7.
LEADING THE HR WAY
N.B: 4 Day Workshop
Aims: This workshop is for the top level HR professionals who
are bestowed with the overall HR responsibilities to come to grips
with reality and making planned HR interventions based on
information. Information is the main topic of discussion. The sort
of information about the organisation that will help to rationalise
HR interventions is the core aspect of the workshop.
Objectives: By the end of the workshop, participants will gain
knowledge into the following areas:
 what is Vision, Mission, Values
 identifying key stakeholders
 business plan
 business plan
 compliance to customer requirements and identifying gaps
 operations management
 HR and the key information’s
 Continuing Service Delivery
 Crisis management
 Feedback
 Marketing Plan
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Key Terms and concepts to be used:
 research
 vision
 mission
 values
 compliance
 crisis management and continuity of service
 operations management
 CSR
 feedback
Thank you
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