…Language School, HR Consulting, Training
LANGUAGE & SKILLS DEVELOPMENT CONSULTING LTD
(LSDC LTD)
2015 SERVICES & PROGRAMMES
Rock & Rule Suite, The Valley Mall, Adetokunboh Ademola Crescent, Wuse 2, Abuja FCT, Nigeria.
+234(0)92912393, +234(0)8099298495
info@lsdcltd.com
www.lsdcltd.com
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…Language School, HR Consulting, Training
TABLE OF CONTENTS
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CONTENTS
2015 Calendar
Our Team Members/ Resource Persons
Our Clients
About LSDC Ltd
Our Vision
Registration
Fees
Discount
Programme Venue
Our Corporate Social Responsibility (CSR)
Our Services
1. Mystery shopping
2. Employee (Pre-Employment) Background Check
3. Learning & Development (Training)
a. Language School
i. Basic Language Skills Acquisition/ Improvement
ii.
Business Communication & Writing Skills
b. Customer Service/ Business Development
i.
World Class Telephone Customer Service
ii.
Next-Level Guest Relation: Hotel Customer Service in the 21st Century
iii.
Patient Satisfaction: Customer Service for the Healthcare Sector
iv.
CRM4M: Advanced Customer Service & Business Development for
Decision Makers
v.
Essentials of Customer Service for Optimum Output
vi.
Sales & Marketing for Profit and Repeat Business
c. Leadership/ Management
i.
From Peer to Boss: Leadership Skills for Nascent Leaders
ii.
Workplace Motivation: The Role of A Leader
iii.
360 Degrees Effective Leadership for Senior Management INTERNATIONAL COURSE
iv.
People Management Best Practices: Advanced Strategic Human Resource
Management (HRM) – INTERNATIONAL COURSE
v.
Fundamentals of Project Management
vi.
HRM (Human Resource Management) Essentials
vii.
Power, Sex & The Workplace: Dealing with Diversity and Harassment
viii.
The Valuable HR Assistant: Roles & Skills
ix.
Talent Development & Management Essentials
x.
Teen Leadership Programme: Effective Leading Skills for Student
Parliamentarians (School Prefects)
d. Personal Development
i.
All-Round Workplace Safety
ii.
Workplace Behaviour: Ethics & Compliance Basics
iii.
A-R-P-E-T: All-Round Personal Effectiveness
iv.
Office Management & Administration for Secretaries and Office Assistants
v.
Life-After-Retirement/ Retrenchment (L.I.A.R.R) – Entrepreneurship Skills
for Retirees
vi.
Advanced Office Management & Admin Skills
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e. Other LSDC Ltd Services
Contact Us
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2015 TRAINING CALENDAR
1. ALL TRAINING PROGRAMMES CAN BE CUSTOMISED TO MEET INDIVIDUAL CLIENT- ORGANISATION’S NEEDS
2. DISCOUNT AVAILABLE ON ALL
3. MAXIMUM CLASS SIZE: 50 PARTICIPANTS PER SESSION/CLASS
S/N
COURSE TITLE
DATE(S)
DURATION
COURSE FEE
COURSE TYPE
1.
World-Class
Telephone
Customer
Service
Quarterly
1 Day
N42,500.00/participant
 Open
 Inplant
2.
EFL/ESL/LIC
Training
On
Request
6 Weeks
Non-Intensive N65,000.00/participant




(English as a
Foreign/Second
Language/
Language
Improvement
Course)
(NonIntensive,
SemiIntensive
and
Intensive).
Semi-Intensive –
N78,000.00/participant
Open
Inplant
Skype
Face-toface
VENUE (S)
 AbujaFCT
 Lagos
 Port
Harcourt
 Calabar
- At client’s
convenience
Intensive –
N96,000.00/participant
HAUSA
IGBO
YORUBA
ARABIC
FRENCH
SPANISH
VOICE-ANDSPEECH
COACHING
3.
CRM4M
(Customer
Relationship
Management For
Management):
Advanced
Customer Service
& Business
Development For
Decision Makers
Quarterly
3 days
N92,550.00/participant
 Open
 Inplant
 Abuja
 Port
Harcourt
 Lagos
 Calabar
4.
Essentials of
Customer Service
for Optimum
Output
Twice
quarterly
3 days
N63,450.00/participant
 Open
 Inplant
 Abuja
 Lagos
 Port
Harcourt
 Calabar

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5.
Sales & Marketing Twice
for Profit &
quarterly
Repeat Business
3 days
N63,450.00/participant
 Open
 Inplant
6.
Patient
Satisfaction:
Customer Service
for The
Healthcare Sector
Quarterly
2 days
N55,750.00/participant
 Open
 inplant
7.
Power, Sex & The
Workplace:
Dealing With
Diversity and
Harassment
Quarterly
2 days
N55,750.00/participant
 Open
 Inplant
 Abuja
 Port
Harcourt
 Lagos
 Calabar
8.
From Peer to
Boss: Leadership
Skills for Nascent
Leaders:
Quarterly
3 days
N75,000.00/participant
 Open
 Inplant
9.
Workplace
Motivation: The
Role of The Team
Leader
Quarterly
2 days
N55,750.00/participant
 Open
 Inplant
10.
Workplace
Behaviour: Ethics,
And Compliance
Basics
Quarterly
2 days
N55,750.00/participant
 Open
 Inplant
11.
All-Round
Personal
Effectiveness (AR-P-E-T)
Quarterly
2 days
N55,750.00/participant
 Open
 Inplant
12.
Business
Communication &
Writing Skills
Quarterly
3 days
N75,000.00/participant
 Open
 Inplant
13.
The Valuable HR
Assistant: Roles &
Skills
Quarterly
1 day
N42,500.00/participant
 Open
 Inplant
14.
Next-Level Guest
Relations: Hotel
Customer Service
In The
Quarterly
2 days
N55,750.00/participant
 Open
 Inplant
 Abuja
 Port
Harcourt
 Lagos
 Calabar
 Abuja
 Port
Harcourt
 Lagos
 Calabar
 Abuja
 Port
Harcourt
 Lagos
 Calabar
 Abuja
 Port
Harcourt
 Lagos
 Calabar
 Abuja
 Port
Harcourt
 Lagos
 Calabar
 Abuja
 Port
Harcourt
 Lagos
 Calabar
 Abuja
 Port
Harcourt
 Lagos
 Calabar
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info@lsdcltd.com
 Abuja
 Lagos
 Port
Harcourt
 Calabar
 Abuja
 Port
Harcourt
 Lagos
 Calabar
…Language School, HR Consulting, Training
6
21st Century
15.
HRM (Human
Resources
Management)
Essentials
Quarterly
1 day
N42,500.00/participant
 Open
 Inplant
16.
Office
management and
Administration
for Secretaries
and Admin
Assistants
Quarterly
3 days
N63,450.00/participant
 Open
 Inplant
17.
Talent
Development &
Management
Essentials
Quarterly
2 days
N55,750.00/participant
 Open
 Inplant
 Abuja
 Port
Harcourt
 Lagos
 Calabar
18.
Fundamentals of
Project
Management
Quarterly
3 days
N63,450.00/participant
 Open
 Inplant
19.
All-Round
Workplace Safety
Quarterly
2 days
N55,750.00/participant
 Inplant
20.
Life-AfterRetirement/
Retrenchment
(L.I.A.R.R) –
Entrepreneurship
Skills for Retirees
Quarterly
3 days
N63,450.00/participant
 Open
 Inplant
 Abuja
 Port
Harcourt
 Lagos
 Calabar
 Abuja
 Port
Harcourt
 Lagos
 Calabar
 Abuja
 Port
Harcourt
 Lagos
 Calabar
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Teen Leadership
Programme:
Effective Leading
Skills for Student
Parliamentarians
(School Prefects)
Advanced Office
Management &
Administrative
Skills
Yearly
1 day
N158,500.00 (Inplant)
N7,550.00/participant
(Open)
 Open
 Inplant
Quarterly
4 days
N84,500.00/participant
 Open
 Inplant
22
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 Abuja
 Port
Harcourt
 Lagos
 Calabar
 Abuja
 Port
Harcourt
 Lagos
 Calabar
 In school
premises
(Inplant)
 NationWide
(Open)
 Abuja
 Port
Harcourt
 Lagos
 Calabar
…Language School, HR Consulting, Training
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INTERNATIONAL TRAINING PROGRAMMES
23.
360 Degrees
Effective
Leadership Skills
for Senior
Management
Quarterly
4 days
$4,500.00/participant
 Open
 Dubai
 Nairobi
 Kigali,
Rwanda
 London
24.
People
Management
Best Practices:
Advanced
Strategic Human
Resource
Management
(HRM)
Bi-Annual
4 days
$4,500.00/participant
 Open
 Dubai
 Nairobi
 Kigali,
Rwanda
 London
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…Language School, HR Consulting, Training
OUR TEAM MEMBERS/ RESOURCE PERSONS
1. Valentine Eze
Val Eze is a thorough-bred HR practitioner with a Masters 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. George Abara
George Abara holds a MSc. in Industrial Sociology and has over 25 years experience in HR
management. He has held senior management positions in Standard Trust Bank (now UBA),
Intercontinental Bank Plc, MINAJ Media Group and DBN Media Group. He consults for the UNDP
and CIPM.
3. Stella U. Nnodi-Ononobi
Stella is passionate about languages and has a BA Ed in English language & literature with a Masters
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).
4. David Lawale
David Lawale has several years experience as a business development executive in the banking
sector. He is the author of ‘21st Century Joseph’ and now a highly sought-after training resource
person and management consultant. He is a consummate brand ambassador who believes that
without the understanding and application of brand and branding principles, individuals and
organisations will make and have little or no impact in their spheres of influence.
5. Deroju Bashorun
Deroju Bashorun has a Bachelors degree in Accounting, a Masters 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.
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6. Imoh Jagun
Imoh Jagun has a B.Sc. in Banking and Finance and over 13 years in the banking sector. She is an
Associate Member of the Institute of Chartered Economist of Nigeria, Institute of Strategic
Management and a Member of the Nigerian Institute of Management and Chartered Institute of
Bankers. Imoh is a certified John Maxwell Trainer and an ardent advocate for responsible and
excellent leadership.
7. Seyi Oshikanlu
Seyi Oshikanlu is a school owner and a business entrepreneur. She is a seasoned teacher, trainer
and public speaker who has operated successfully in the education sector in Africa and the UK. She
consults for governments and educational institutions in the areas of curriculum design, HR and
internal and administrative controls.
8. Funmi Lawore
Funmilola has a BA in English studies and has been in the private education sector (Nursery,
primary and secondary) for over 15 years with a proven expertise in the use of both the Nigerian
and British curricula. She is an education consultant and has helped set up schools, with the
attendant refresher and in-service training programmes for school staff to keep them abreast of
local and international developments in the education industry. Funmi is an alumnus of The
Leadership Institute, a member of the Customer Care Institute and maintains a blog at funmilolathisandthat.blogspot.com.
9. 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.
10. Ikenna Anyadike
Ikenna Anyadike has a BSc in Public Adminsitration 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.
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OUR CLIENTS…SO FAR
1. NATIONAL UNIVERSITIES COMMISSION (NUC)
2. CENTRAL SECURITIES CLEARING SYSTEM (CSCS), LAGOS STATE
3. SHOPRITE NIGERIA
4. FORTIS MICROFINANCE BANK, ABUJA
5. PLATINUM MORTGAGE BANK, ABUJA
6. FEDERAL MEDICAL CENTRE, OWERRI, IMO STATE
7. GLISTEN INTERNATIONAL ACADEMY, ABUJA
8. STUDIO 24
9. DENIS HOTEL, ABUJA
10. SIGMA PENSIONS, ABUJA
11. EMBASSY OF THE REPUBLIC OF ANGOLA
12. PREMIUM PENSIONS, ABUJA
13. JIREH COMMUNICATIONS, ABUJA
14. VALENCIA HOTELS, ABUJA
15. CHRISTABEL PRIVATE SCHOOL, ABUJA
16. TREASURE HOUSE MONTESSORI SCHOOL, ABUJA
17. COTEK INTEGRATED TECHNOLOGIES LIMITED, ABUJA
18. BONNE SANTE ENTERPRISE, ABUJA
19. DLG WEARS, ABUJA
20. TAES INTERNATIONAL CONCEPT LIMITED, ABUJA
21. D’LORD, MASELI & PARTNERS, ABUJA
22. M & M MICROFINANCE BANK, ABUJA
23. QUALITY FACILITY MANAGEMENT LIMITED, LAGOS
24. ECOWAS COMMISSION, ABUJA
25. URBAN SPACE LTD
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ABOUT LSDC LTD:
WE ARE A LANGUAGE SCHOOL AND HUMAN RESOURCES (HR) SHOP.
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 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. People Development/Learning & Development (Training)
b. Outsourcing – Skilled and Unskilled Labour
c. Employee Background Checks
d. Selection & Recruitment
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.
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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.
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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
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 partnership and sponsorship of gender-related projects (especially
where it concerns the cause of the girl-child viz-a-viz her education, health, social and
mental well-being). This gender exercises are carried out by the education
ministries/secretariats.
Plans are underway to take these initiatives to all states in the Nigerian nation.
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.
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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-aviz 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 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.
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…Language School, HR Consulting, Training
2. EMPLOYEE (PRE-EMPLOYMENT) BACKGROUND CHECK
Our employee (usually pre-employment) background checks come in different packages, viz:
i.
a.
b.
c.
SILVER CATEGORY: This category covers:
Academic reference verification
Personal reference verification
Bio data verification
ii.
a.
b.
c.
d.
e.
f.
GOLD CATEGORY: This category covers:
Previous Employers references verification
Academic reference verification
Bio data verification
Credit status verification
Certificates verification.
A 10% discount subsists for up to 100 candidates and above in this category.
iii. DIAMOND CATEGORY:
a. Same as the GOLD CATEGORY
b. In addition, our team of recruitment expert will be available throughout the screening
(interview) session.
Contact us for more information, further discussion and a quote.
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…Language School, HR Consulting, Training
3. LEARNING & DEVELOPMENT – TRAINING
f. 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:
Productive skills:
Listening
Speaking
Reading
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:
o
Beginner
o
Elementary
o
Intermediate (Pre-intermediate and Intermediate)
o
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
- French
- Nigerian Languages (Igbo, Hausa & Yoruba)
- Spanish
- Arabic
- LIC (Language Improvement Course)
- Voice-and-Speech Coaching
FEES
-
N65,000.00/ $450/participant (Non-Intensive)
N78,000.00/ $520/participant (Semi-Intensive)
N96,000.00/$640/participant (Intensive)
COURSE DURATION
- 6 weeks – Non Intensive (Two 1-hour session per week = 12 hours)
- 3 weeks – Semi-Intensive (Two 2-hour session per week = 12 hours)
- 2 weeks – Intensive (Two 3-hour session per week = 12 hours)
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…Language School, HR Consulting, Training
b. BUSINESS COMMUNICATION & WRITING SKILLS COURSE
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:
Write and reply to enquiries and requests.
2. Write a resume and application letter and prepare for job interviews.
3. Write letters that create good will to customers and clients.
4. Apply persuasive techniques to sales messages.
5. Gather and organize information for a report.
6. Prepare clear and complete instructions, descriptions and periodic reports.
7. Prepare an analytical report or a proposal.
8. Prepare letters and reports that meet professional standards of format,
presentation and style.
9. Gain a better understanding of common spelling & grammar issues in business
writing: Write correctly viz a viz correct spellings, use of right tenses.
10. Review basic concepts in sentence, paragraph construction and punctuations.
11. Learn to use email professionally & effectively
12. Learn how agendas, email messages, business letters, business proposals, & business
reports are structured in a professional environment
13. Utilize business vocabulary and related expressions
14. Plan, organize, draft, edit and write a variety of business texts
15. Achieve business literacy and know appropriate use of formal and informal expressions.
16. Use a wide range of communication strategies including tone and register.
17. Write goodwill, persuasive and bad-news messages
18.
19. Plan, organize, draft, edit and write a variety of business texts
20. Achieve business literacy and know appropriate use of formal and informal expressions.
21. Use a wide range of communication strategies including tone and register.
22. Write goodwill, persuasive and bad-news messages
23. Gain valuable insight into international business and writing etiquette
COURSE CONTENTS
 Theories, elements and types of communication
 Issues of communication in corporatedom: principles of and factors affecting effective
business communication
 Transactional Writing
 Persuasion
 Style, and tone
 Principles of Correspondence
 Response Letters
 Good-News Letters
 Bad-News Letters
 Layout and Design
 Résumés
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




Covering Letters
Reports
Proposals
Parts of speech – A wholistic revision
Identifying common errors in writing and strategies to remember writing rules
 Punctuation and Tenses
 Ambiguities
 Parallel construction
 Tone
 Avoiding redundancies
 Identifying and practicing general conventions of effective business writing
 Reviewing general guidelines
 Sentence structure and purpose
 Getting to the point; paragraph revision
 Writing for clarity
 Transactional Writing
 Social media: Twitter, LinkedIn etc
 Microsoft Office suite: Advanced Word, Excel, PowerPoint, Outlook
 Style, and tone
 Making winning presentation: How?
 Principles of Correspondence
 Discussing active voice vs. passive voice
 International business culture
 Inquiry/Request Letters
 Writing:
- Reports
- Proposals
-Mail: emails, letters
 Reviewing and discussing global professional business etiquette
 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
 N75, 000.00 per participant
COURSE DURATION
 3 days
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g. 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:
 Explain the importance of a positive attitude in delivering good customer service.
 List the benefits of providing outstanding customer service to both internal and external
customers.
 Identify barriers to providing high-quality customer service.
 Apply case studies in dealing with angry or upset customers.
 Effectively deal with dialects and accents on the telephone.
 Demonstrate the proper way to greet, transfer, and place callers on hold.
 Understand and identify different behavioral styles and adapt as necessary.
 Rephrase blunt communication for better results.
 Effectively manage job stress.
 Develop an action plan to improve customer-service skills.
TARGET AUDIENCE
o Call centre executives
o Customer service officers/ executives
o All staff
COURSE CONTENTS
o The workman and his tool: Using the telephone
o Service starts with attitude
o Handling difficult calls: Dialects and accents
o Handling difficult call: Irate and offensive customers
o The spa: De-stressing for effective customer service
FEES
 N42,500.00/ participant
COURSE DURATION
 1 Day
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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
 N55,750.00/participant
COURSE DURATION
 2 Days
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c. PATIENT SATISFACTION: CUSTOMER SERVICE 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.
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.
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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.
FEES
 N55,750.00/ participant
COURSE DURATION
•
2 days
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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
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


5.
6.
7.
8.
Understanding trends and anticipating customer wants and needs
Market Segmentation and Positioning
Strategies for marketing to consumers, organizations and resellers
Set your objectives
o Matching the product to the market
o Critical success factors
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
Monitor and evaluate progress
o Measuring service quality
o Benchmark! Benchmark! Benchmark!
Take it from here
o Profit maximisation
o Action plan for your own business
o Service Excellence Toolkit
FEES
 N92,550.00/ participant
COURSE DURATION
•
3 days
IMPORTANT NOTICE:
This two 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.
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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 N63, 450.00/participant
COURSE DURATION
o 2 days
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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
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- Negotiation tactics
TARGET AUDIENCE
- Sales and marketing officers
- All employees involved in any way with sales & marketing
FEES
N63,450.00/participant
COURSE DURATION
- 2 days
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h. 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
 N75,000.00/participant
COURSE DURATION
 3 days
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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:
- Understanding motivation
- Appreciate how personality type affects self-motivation
- Learn to apply effective methods of staff motivation
- Learn about psychological theories behind employee motivation
- Develop plans for more effective team motivation including making allowances for different
personality types
- Learn how to set clear & defined goals as part of the motivation process
- Identify specific challenges of workplace motivation & learn how to address them
- Understand what makes an effective modern business leader
- To practise and develop skills in areas of communication, delegation and staff motivation
- Formulate a personal action plan allowing you to focus on the key issues that affect your own
particular leadership role
COURSE CONTENTS
*
Leadership theories and approaches
*
The role of the leader in business - what makes a good leader?
*
Bad leaders: Are you one?
*
Ethics and leadership
*
Core leadership skills - delegation, staff empowerment, goal setting and communicating
*
The concept of 'Action Leadership' - tapping into the team’s emotion and motivation to 'share
the dream'
*
Leadership style - directing, coaching, supporting, delegating
*
Leading change and strategies for change - the challenge of initiating; sustaining; redesigning &
thinking
*
How to turn round an underachieving team - talent spotting, coaching skills, feedback and
conflict resolution
*
Goal setting in motivation and the place of personality on motivation of self and others.
*
Look at yourself: What is your own motivation level?
*
Motivation Theory…understand what makes a person tick, in everyday lay person’s terms.
*
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
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*
Workplace Issues…office politics, job burnout, employee rights, coping with stress and many
more situations playing on your peoples frame of mind.
*
Motivation Techniques…team building games, tests, quotes, posters, courses, books, incentive
programs
* Strategic Vision… combining factors such as vision and mission statements to have your team
PULLING in the same direction.
* Maintain positive relationships under challenging and difficult circumstances
TARGET AUDIENCE
HODs/HOUs
Supervisors
FEES
 N55,750.00/participant
COURSE DURATION
 2 days
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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
opportunitie s 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
 Leadership:
- Definition/Types/ Styles
- 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
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-
-
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 DURATION
 4 days
COURSE LOCATION/ VENUE
This is an international training course.




Dubai, UAE
Nairobi, Kenya
Kigali, Rwanda
London
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33
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
rays personnel policies, supervisory practices and systems that positively manipulate the
workforce.
x-
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.
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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.
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FEES
 $4,500.00/participant
 Fees come in different packages; contact for a detailed quote
COURSE DURATION
 4 days
COURSE LOCATION/ VENUE
This is an international training course.




Dubai, UAE
Nairobi, Kenya
Kigali, Rwanda
London
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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 and 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
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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
 N63, 450.00/participant
COURSE DURATION
 3 days
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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
o
o
o
o
o
Effective Interviewing
Employee Development
Performance Management Systems
Human Resource Management and the Law
Compensation Systems
Employee Benefits
FEES
 N42,500.00/ participant
COURSE DURATION
1 day
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g.
POWER, SEX & THE WORKPLACE: DEALING WITH DIVERSITY AND HARASSMENT
OVERVIEW
Sexual harassment is not only harmful, it's costly. It is serious business and can create tension and
reduce productivity in the workplace. Up to 40-80% of working women and 10-15% of men
experience sexual harassment in their lifetimes. This training session discusses what to do to
prevent sexual harassment in the workplace; it also answers the question: How can sexual
harassment in your workplace be eliminated? The answer is sexual harassment prevention through
education; not litigation.
COURSE OBJECTIVES
Employees on all cadres are, by this course, to be equipped:
1. To understand what constitutes sexual harassment and what is not
2. To know their rights as regards sexual harassment 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 sexual harassment
5. To know steps to take when harassed sexually or a colleague is being harassed
6. With steps to take, as line supervisors and managers, to prevent sexual harassment in their
units and what to do when it occurs.
TARGET AUDIENCE
All employees
All management staff and decision makers
COURSE CONTENTS
Defining Sexual Harassment
Classes of sexual harassment
The legal ramifications of State and Federal law for employees, supervisors and the
Company
The employees’ rights as regards sexual harassment in the workplace: Steps to take when
harassed or a colleagues is being harassed
The place of black-and-white (documented) corporate policies on sexual harassment
Preventing sexual harassment and what to do when it occurs.
Liability topics: both monetary and punitive damages
Policy and Action
- What to include and how to enforce a sexual harassment policy
- Examples of inappropriate behaviour
- What to do if you are a victim or witness of sexual harassment
- How sexual harassment affects the employee and workplace
- Effective ways for employees & managers to report harassment
FEES
N42,500.00/participant
COURSE DURATION
1 day
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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
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

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
 N42, 500.00/ participant
COURSE DURATION
 1 day
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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 will Successful organizations
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
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 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
FEES
 N55,750.00/ participant
COURSE DURATION
 2 days
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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
 N7,550.00/participant
COURSE DURATION
 1 Day
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i.
PERSONAL DEVELOPMENT
a.
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
FEES
 N55,750.00/ participant
COURSE DURATION
 2 days
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b.
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
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- 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
 N55,750.00/participant
COURSE DURATION
 2 day
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c.
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
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


FEES

Multiple Intelligences
Developing emotional management skills
What is your colour: Personality type in the workplace
N55,750.00/ participant
COURSE DURATION
 2 days
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d.
OFFICE MANAGEMENT & ADMNISTRATION FOR SECRETARIES AND OFFICE ASSISTANTS
OVERVIEW
A trained and efficient admin assistants/secretaries 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
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 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
FEES
 N63,450.00/ participant
COURSE DURATION
 3 days
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e.
LIFE-AFTER-RETIREMENT/ RETRENCHMENT (L.I.A.R.R) – ENTREPRENEURSHIP SKILLS FOR
RETIREES
OVERVIEW
With improved lifestyle and standard of living, most people due for retirement (or even retrenched)
are usually almost 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 usually obtainable because most would-be retirees and their employers do not plan
for post-retirement life.
It is, therefore, important to make plans for employees on how to manage self 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 some sort 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 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’ 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. Technology 101: Tech4Biz
i.
Using social media to reach clients, customers and prospects
ii.
MS Office Suite
iii.
Poignant advertising
9. ‘Befriending The Enemy’: Knowing, benchmarking and partnering with the competition
10. Time management skills for the entrepreneur
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…Language School, HR Consulting, Training
i.
ii.
iii.
iv.
Delegating
Stress management and aging gracefully
Work-Life-Health balance
Managing the family well viz-a-viz preparing will on time etc.
TARGET AUDIENCE
 Retrenched executives
 Soon-to-be retired executives
FEES
 N63,450/participant
COURSE DURATION
 3 days
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…Language School, HR Consulting, Training
f.
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 programmes 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
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…Language School, HR Consulting, Training
 Personal Assistants C
 Admin officers moving into more senior positions as an office managers or administration
team leaders/supervisors.
FEES
 N84,500.00/participant
COURSE DURATION
 4 days
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…Language School, HR Consulting, Training
OTHER LSDC Ltd SERVICES
In addition to the training programmes stated above, you may have a training need 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.
SAMPLE OTHER SERVICES
 Customer Service for:
i.
Finance industry
ii.
Public/Civil service
iii.
Law enforcement
 Recruitment and selection
 Corporate strategy and policy development
 Editing
 Conference/ Seminar services: Interpreting & Translating
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…Language School, HR Consulting, Training
FOR FURTHER INFORMATION, PLEASE CONTACT US @:
Language & Skills Development Consulting
Box Office
Rock & Rule Suite
The Valley Mall
Adetokunboh Ademola Crescent
Wuse 2
Abuja – FCT
OR
081-63-171-944
080-99-298-495
OR
info@lsdcltd.com
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