Progressive Institute

Programme rationale

Many are times when the government finds its projects legging behind the National Development Plans (NDPs) only because the companies awarded the contracts fail to deliver services in time and to the expected standard. Many contractors fail to deliver projects within schedule and to the level of quality expected by the client due to lack of attention to detail during the tendering process, poor evaluation techniques and poor administration of contracts. This has led to loss of millions of Pulas each fiscal year. To be able to deliver to the expectations of both parties, contracts should not be left to take care of themselves. Contracts have to be managed closely with insolvent of both parties in order to maximise the benefits and minimise the risks. Our Contract Management course will equip the participants with skills relevant for effective tenderising , procurement , tender appraisal ,contracts relationship management , contract risk management and other skills relevant for effective management of contracts . This programme is even more crucial given the current economic conditions.

1.1. Programmes objectives

The programmes seek to:

• Develop participants’ understanding of the tendering process
• Develop participant’s contract negotiation skills
• Explain the key concepts of that need to be clarified during contract negotiation
• Develop contract administration skills
• Explain the possible risks that have to be managed in contracts and projects

1.3. Target population and entrance requirements

• Public procurement managers
• Procurement managers in private companies
• Tender adjudication committees
• Senior managers who seek appreciation of contract management

1.4. Delivery modes

• Workshop /seminar

1.5. Programme/Course Expected Outcomes

After completing this programme, the participant is expected to be able to:
• Demonstrate ability to carry out tender/contract preparations
• Demonstrate ability to negotiate key aspects of contract
• Discuss the key elements in contract administration
• Demonstrate ability to identify and manage contracts risks
• Discuss the techniques used to manage conflicts in contracts

1.6. Programme Duration:

5 days (40 hours)

1.7. Course outline

Topic	Learning Objectives	Learning Activities
CHAPTER 1: THE TENDER PROCESS	At the end of the topic , trainees should be able to: • Tender Preparation • Pre Registration / Pre-selection • Tender Assessment / Evaluation • Tender Recommendation & Award • The procurement cycle • The scope and features of good contract management • Pitfalls of weak contract management	Group presentations • Case/scenario analysis • Discussions
CHAPTER 2 NEGOTIATION	At the end of the topic , trainees should be able to: • Negotiations strategies • How to build stronger relationships • Plans for more effective communication • Manage difficult conversations • Understanding your company’s & your own goals / objectives & perspectives • Personality identification & impact on conflict resolution • Understanding the opposite party’s goals / objectives & perspectives • Setting strategies to achieve your goals / objectives • The Win / Win technique	Group presentations • Case/scenario analysis • Discussion • Role playing (negotiation- in teams )
CHAPTER 3 :THE CONTRACT	At the end of the topic , trainees should be able to: • What constitutes a Contract • Relationship Contracting & Forms of Contract • The main players involved in a Contract and their roles • Key terms in a contract & a brief tour of a contract and its clauses • Obligations and liabilities • Typical areas of disputes in Contracts • Breach of Contract • Liquidated damages • Variations • Programming / Extension of Time & Delays • Monitoring of progress	Group presentations • Case/scenario analysis • Discussion • Role playing
CHAPTER 4 : SERVICE LEVEL AGREEMENT	At the end of the topic , trainees should be able to: • Explain the standard terms and conditions for goods and/or services • Evaluate special terms and conditions that can be set agreed on • Establish Key Performance Indicators of contract • Measurement • Health & Safety Plan • Quality Assurance Plan • Induction requirements & training • Risk Management requirements (Quality Assurance, Safety, Environment, Human Resources	Group presentations • Case/scenario analysis • Discussion • Role playing
CHAPTER 5 : CONTRACT RISK MANAGEMENT	At the end of the topic , trainees should be able to: • Identification & management of risks & opportunities • Indemnity / Insurance requirements • Securities / Performance Guarantees • Document Control • Authorisation Levels • Directions of the Superintendent / Company Representative • Tracking Costs & status of Claims for Variation • Process of review & evaluation	Group presentations • Case/scenario analysis • Discussion • Demonstrations
CHAPTER 6 :CONTRACT REPORTING	After studying completing this chapter, the trainees is expected to be able to: • Demonstrate ability to track & reporting status of variations • Demonstrate the ability to track & reporting potential liability resulting from claims for variation • Demonstrate the ability to track status of extension of time & potential costs. • Demonstrate the ability to evaluate & projecting changes to Project Work Schedule & Completion Date. • Demonstrate ability to make arrangement payment with agreed timeframe • Ability to assess service credits Demonstrate ability to keep records for audit purposes • Establishing a change control regime • Demonstrate the ability to manage contract extensions and any allowable price increases	Group discussions and presentations • Case/scenario analysis • Questions and answers • Demonstrations
CHAPTER 7 :CONFLICTS RESOLUTION AND RELATIONSHIP MANAGEMENT	At the end of the topic , trainees should be able to: • Describe the causes of conflicts in contacts • Describe various forms of partnership working • Explain ethical standards in the public sector and accountability of public money • Demonstrate ability to manage conflicts in a contract • Arbitration / Mediation / Dispute Resolution	Group discussions and presentations • Case/scenario analysis • Questions and answers • Demonstrations

Programme rational

Starting and managing a new business requires a set of skills. This course is designed to equip potential entrepreneurs and those who own businesses with skills to explore new business ideas and establish sustainable businesses. Entrepreneurial skills enable people to create jobs in their locality. The programme equips trainees with the skills to identify opportunities, to screen the various opportunities, developing a business concept, translate ideas into business opportunities, financing a business, growing a business, the management team, harvesting of a business. It develops students’ capabilities to identify various business opportunities in their surrounding and how to nature a small business until it grows. The programme also develops management skills to enable entrepreneurs to run their businesses.

Course objectives

The course explains issues around entrepreneurship, which is defined as the process of identifying and starting a new business venture, sourcing and organizing the required resources, while taking both the risks and rewards associated with the venture.

Learning outcomes

On completion of this programme, the trainee should be able to:
• Identify business ideas in theirs locality
• Analyse business ideas for feasibility purposes
• Identify the various sources of funding for starting new business in Botswana
• Draft a business plan that will guide the implementation of a business idea
• Apply innovativeness and creativity in the events management business

Target population and entrance requirements

• University graduates seeking to start own businesses
• Business owners seeking to explore new business avenues
• Local communities

Delivery modes

• Workshop /seminar

Programme Duration:

5 days (40 hours)

Topic	Learning Objectives	Learning Activities
1. The nature of entrepreneurship	After learning this chapter , trainee is expected to be able to: • Define entrepreneurship • Discuss the entrepreneurial process • Explain the benefits of entrepreneurship to the economy • Asses the personal attributes of entrepreneurs	Group presentations • Explanation of concepts • Case/scenario analysis s • Discussions • Personal assessment tests
2.The Business Opportunity	After learning this chapter , trainee is expected to be able to: • Describe the sources of business idea • Demonstrate the ability to turn the idea into a business plan • Describe the characteristics of viable business ideas • Perform business feasibility analysis • Perform SWOT analysis to assess the potential of a business idea	Group presentations • Drafting of business ideas • SWOT Analysis
3. Paths to entrepreneurship	After learning this chapter , trainee is expected to be able to: Analyse the advantages and disadvantages of the following ways to owning a business : • Starting a new business • Buying an existing business • Acquire a franchised unit • Expand an existing business • Adding a franchised unit • Buy into related new business	Group presentations • Discussion • Explanation of concepts
4. The business plan	After learning this chapter , trainee is expected to be able to: Explain the importance of a business plan Draft the different sections of a business plan • Cover page • Table of contents • Products /services • Marketing plan • Management plan • Financial plan • Appendices	Group presentations • Explanation of concepts • Discussion • Group discussions and presentations • Samples business plans in groups • Demonstrations
5. Managing the Business Venture	After learning this chapter , trainee is expected to be able to: • Explain the procedure for recruiting qualified management team • Describe the strategies for managing business risk • Demonstrate the application of financial management principles • Describe the human resources management activities • Explain marketing management • Explore growth internal and external strategies • Tracking Costs & status of Claims for Variation • Process of review & evaluation	Group presentations • Explanation of concepts • Group discussions and presentations • Demonstrations
6. Business Failure and Harvesting	After learning this chapter , trainee is expected to be able to: • Explain the causes of business failure • Explain the common mistakes made by entrepreneurs • Explain the Methods of harvesting a business venture • Discuss the benefits of Diversification	Group discussions and presentations • Explanation of concepts • Group discussions and presentations • Demonstrations

Rationale of the programme

The concept of emotional intelligence has become a very hot topic in recent years, especially in regards to how it affects today’s workforce. Businesses are essentially people, so anything that impacts the effectiveness of people’s minds also impacts the businesses they run or work for. In fact, many experts now believe that a person’s emotional intelligence quotient (EQ) may be more important than their IQ and is certainly a better predictor of success, quality of relationships, and overall happiness.

Programme Objectives

The course explains issues around entrepreneurship, which is defined as the process of identifying and starting a new business venture, sourcing and organizing the required resources, while taking both the risks and rewards associated with the venture.

Learning outcomes

The programme seeks develop the participants’ skills to be able to:
• Recognize and understand our emotions and reactions (self-awareness)
• Manage, control, and adapt our emotions, mood, reactions, and responses (self-management)
• Harness our emotions to motivate ourselves to take appropriate action, commit, follow-through, and work toward the achievement of our goals (motivation)
• Discern the feelings of others, understand their emotions, and utilize that understanding to relate to others more effectively (empathy)
• Build relationships, relate to others in social situations, lead, negotiate conflict, and work as part of a team (social skills)

Target population and entrance requirements

• Front offices personnel
• First line managers
• Middle managers

Delivery modes

• Workshop /seminar

Programme/Course Expected Outcomes

After completing this programme, the participant is expected to be able to:
• Demonstrate ability to understand their on emotions
• Demonstrate ability to sympathies with others
• Demonstrate ability to motivate themselves
• Build solid relationships with others in the workplace

Programme Duration: 5 days (40 hours)

Topic	Learning Objectives	Learning Activities
CHAPTER 1:APPLYING EMOTIONAL INTELLIGENCE AT WORK	At the end of the topic , trainees should be able to:: • Introduction to the heart of emotional intelligence • Discuss 3i model of engagement • Discuss workplace applications like self awareness. • Discuss self management , attitude development ,relationship management , intelligent communication • Demonstrate ability to apply EQ Model Daniel Goleman • Develop emotionally intelligent teams	Group presentations • Case/scenario analysis • Discussions
CHAPTER 2. CREATIVITY AND IMMOLATION IN THE WORKPLACE	At the end of the topic , trainees should be able to: • Apply the nuts and bolts to unleash creativity in the workplace • Apply techniques for generating an abundance of new ideas at work • Create work culture that fosters creativity and innovations throughout the organisation	Group presentations • Case/scenario analysis • Discussion • Role playing (negotiation - in teams )
CHAPTER 3: EMPLOYEE ENGAGEMENT AT WORK	At the end of the topic , trainees should be able to: • Implement employee engagement initiatives in the workplace • Asses the factors that drive employee engagement in their organisations • Create a culture of engagement at that workplace • Dicuss how to link your employees with other organisation to encourage learning • Use available resources for employee recognition, performance and engagement.	Group presentations • Case/scenario analysis • Discussion • Role playing
CHAPTER 4 : CRITICAL CONVERSATIONS	At the end of the topic , trainees should be able to: • Apply proven techniques to use high impact situations at work • Feel confident to express themselves even in tough times • Engage in constructive conversations even when criticism • Handle criticism, confrontations, discrimination and confrontations • Build trust to achieve results	Group presentations • Case/scenario analysis • Discussion • Role playing
CHAPTER 5 : WORKFORCE DIVERSE AND INCLUSION	At the end of the topic , trainees should be able to: • Discuss how inclusion and exclusion impact on people in the workplace • Asses how man and woman can work together • Work with people of different generations including generation X and generation Y • Assess ways to include people of different abilities according to the law • Accommodate colleges from different culture	Group presentations • Case/scenario analysis • Discussion • Demonstrations
CHAPTER 6: CULTURAL COMPETENCE AT WORK	After studying completing this chapter, the trainees is expected to be able to: • Analyse the different surrounding across cultural interactions • Discuss aspects of cross cultural understanding • Apply practical skills for working ,communicating and collaborating effectively at all levels • Appreciate major cultural clusters in Botswana	Group discussions and presentations • Case/scenario analysis • Questions and answers • Demonstrations
CHAPTER 7: TEAM /GROUP SKILLS	At the end of the topic , trainees should be able to: • Define groups and teams • Discuss the skills needed to work effectively in teams • Analyse the possible challenges of working in teams • Asses the benefits of diverse teams as compared to homogenous teams • Apply cultural competencies to accommodate others in teams	Group discussions and presentations • Case/scenario analysis • Questions and answers • Demonstrations

1.0. Rationale for the Programme

Human resources function is increasingly becoming the major source of competitive advantages since all other resources can be duplicated by competitors. Therefore, Human Resources Professionals are becoming strategic managers whose contributions should drive the organisation towards its goals. As the organisation’s strategy evolves, the human resources practitioner’s skills should be continuously aligned with these dynamics. This programmes is designed to broaden the human resources practitioner’s understanding of the HR function’s strategic contribution in today’s dynamic environment. The programme explains the strategic contribution of each activity of the human resources function.

1.1. Programmes objectives

The programmes seek to:
• Develop participants’ understanding of the impact of effective Human Resource management on Organisational Performance
• Explore the ways of increasing the contribution of the human resources function as a strategic partner in the organisation.
• Explore the challenges facing human resources managers when they seek to align their function with organisational strategy
• Examine current trends and practices in human resources management

1.3. Target population and entrance requirements

• Human resources managers in private, public and nongovernmental organisations
• Non –HR executives who have to appreciate the contribution of hr to organisational strategy
• Line managers and senior managers

Delivery modes

• Workshop /seminar

1.5.Programme/Course Expected Outcomes

On successful completion of the course, the student is expected to be able to:
• Demonstrate ability to conduct human resources planning to support the strategy of the organisation
• Explain how effective recruitment and selection contributes to achievement of organizational goals.
• Asses the training and development interventions to ensure the personnel have the necessary skills needed by the organization.
• Demonstrate ability to design and implement the organization’s performance management system
• Demonstrate ability to align human resources strategy with organizational strategy

Programme Duration:

5 days (40 hours)

1.7. Course outline

Topic	Learning Objectives	Learning Activities
1.Nature and scope of human resources management	At the end of the topic , trainees should be able to: • Define human resources management • Explain the importance of effective human management in organisations • Explain the importance of aligning human resources strategy and organisational strategy • Demonstrate how human resources management contributes to achievement of organisational goals	Group presentations • Case/scenario analysis • Discussions
2.Human Resources planning	At the end of the topic , trainees should be able to: • Define human resources planning • Demonstrate ability to perform human resources forecasting • Demonstrate ability to implement strategies to reduce or increase labour supply to support organisation strategy	Group presentations • Case/scenario analysis • Discussion
3.Effective Recruitment and Selection	At the end of the topic , trainees should be able to: • Define recruitment and selection • Analyse the internal and external factors affecting recruitment for their organisation • Discuss the stages of the recruitment process • Demonstrate ability to identify the sources of recruitment for given vacancy in the organization • Demonstrate ability to utilise various selection techniques • Demonstrate ability to plan and conduct interviews	Group presentations • Case/scenario analysis • Discussion • Demonstrations • Role playing (mock interview)
4. Training and Development	At the end of the topic , trainees should be able to: • Define and distinguish straining and development • Demonstrate ability to conduct training need analysis • Demonstrate ability to convert training needs into learning objectives • Demonstrate ability to design and implement training programmes • Identify and select the ideal training and development techniques	Group presentations • Case/scenario analysis • Discussion • Questions and answers
5. Performance management	At the end of the topic , trainees should be able to: • Define performance management and discuss the performance management cycle • Demonstrate ability to set performance objectives • Demonstrate ability to conduct performance appraisal interview • Demonstrate ability to give correct performance feedback • Discuss the common performance appraisal errors and how to avoid them	Group presentations • Case/scenario analysis • Questions and answers • Demonstrations
6.Motivation , Rewards and Incentives	At the end of the topic , trainees should be able to: • Define employee compensation and rewards • Demonstrate knowledge of different employee compensation and reward systems • Analyze the factors that affect the motivation of employees • Apply the content and process theories to explain employee motivation in the workplace • Analyze the factors that lead to employee engagement and commitment	Group discussions and presentations • Case/scenario analysis • Questions and answers • Demonstrations
7.Labour Relations and compliance issues	At the end of the topic , trainees should be able to: • Demonstrate understanding of the tripartite relationship in labour relations • Demonstrate knowledge of the role and operations of trade unions in organizations • Demonstrate knowledge of the application of the grievance and disciplinary procedures in organisations • Demonstrate knowledge of health and safety issues in the workplace	Group discussions and presentations • Mock disciplinary hearing. • Questions and answers • Demonstrations • Case/scenario analysis
8. Talent Management and Succession Planning	At the end of the topic , trainees should be able to: • Demonstrate ability to design systems and procedures for talent management. • Demonstrate knowledge of the application of talent development process in the organisation. • Discuss the application oaf succession planning in human resources management	Group discussions and presentations • Case/scenario analysis • Questions and answers • Demonstrations
9.Technology in Human Resources Process	At the end of the topic , trainees should be able to: • Explain how human resources information system is used in HR administration • Discuss how human resources management information system can enhance organisational performance	Group discussions and presentations • Case/scenario analysis • Questions and answers • Demonstrations

Programme Overview

This interactive short-course on teambuilding is designed to involve all members of a team, be it a department, project, or an entire organization. To be effective, attendance of all staff and full participation of senior team leaders (e.g., the organizational director, project manager, or similar) are important. The programme seeks advance team learning, drawing on concepts and practices regarding team processes, team dynamics and effectiveness. It will also provide an opportunity to explore issues around leading teams, and leadership within teams in organisational setting.

Course objectives

The programme seeks to:

Develop team building abilities of members of a department
Develop organisational members’ understanding of team dynamics
Explain the stages of team development
Explain the benefits of team development

Model of Delivery

Pre-Training: Tailoring and customization of content
Delivery of training using lecture, small and large group excises, case studies, role plays, games etc
Post training: follow up to review information, provide coaching and set goals

Programme Course Expected Outcomes

After completing this programme, the participant is expected to be able to:

Learning Outcome

Anticipated outcomes on successful completion of the programme include:

A greater ability to plan and prepare for building and managing a team process
Describe the four stages of team development
Having developed skills in:
- Supporting team development through its formative stages
- Constructive communication
- Conflict resolution

Programme Duration:

2 days (40 hours)

Course outline:

Topic	Learning Objectives	Activities
1.Definition and nature of teams	After learning this chapter the trainee should be able to: • Define team • Distinguish teams from groups • Describe the benefits of teams in organisations • Discuss the characteristics of effective teams	Group presentations • Demonstrations • Group discussions • Games • Questions and answers • Case studies
2.Development of Effective Teams	After learning this chapter the trainee should be able to: • Discuss the stages of development of teams • Explain the leadership interventions and support required at each stage of team development • Asses how individual differences facilitate development of strong teams	Group presentations • Discussion • Presentation • Games • Demonstrations • Case analysis
3. Team structure and processes	After learning this chapter the trainee should be able to: • Identify the different roles of team members • Explain the role of communication in teams • Explain the importance interpersonal skills in team communication • Discuss the importance of collaboration and corporation in teams	Group presentations • Presentations • Groups discussions • Demonstrations • Exercises
4. Types and Composition Of Teams	After learning this chapter the trainee should be able to: • Describe the following types of teams Work teams Quality cycles Inter-organisational teams Task forces Inter-organisational teams Functional teams Cross functional teams Self managed teams Leader led teams Project teams • Distinguish between homogeneous and diverse teams • Explain be benefits and challenges of heterogeneous teams	Group presentations • Groups discussions • Demonstrations • Exercises • Games
5. Building High Performance Teams	After learning this chapter the trainee should be able to: • Define high performance teams • Describe the characteristics of high performance teams • Explain the strategies of creating high performance teams	Group presentations • Groups discussions • Demonstrations • Exercises • Games
6.Managing conflicts in teams	After learning this chapter the trainee should be able to: • Define conflicts • Discus the possible courses of conflicts in teams • Asses the different methods of resolving conflicts in teams • Explain the effects of conflicts on team ,performance	Group presentations • Groups discussions • Demonstrations • Exercises
7.Team Leadership	After learning this chapter the trainee should be able to: • Define leadership • Explain the characteristics of good team leaders • Explain the role of a team leader • Explain the challenges likely to be faced by team leaders	Group presentations • Groups discussions • Demonstrations • Exercises

Programme rationale

Life skills are skills that a person must possess in order to successfully live in today’s world. These skills enable individuals to deal effectively with the demands and challenges of everyday life. Practicing life skills lead to qualities such as self-esteem, sociability, tolerance, values, attitudes and skills with a particular emphasis on skills that are critical thinking, problem solving, self-management, interactive communication and interpersonal skills. Graduates would come out of University with good theoretical knowledge but when it comes to the job market, they are nowhere near ready. In addition, employers require individuals with a range of core work competencies such as team work, self-management and many others. Our aim is therefore to bridge the gap and help manage expectations from both sides, thus making the graduates more employable. This programme is offered to unemployed graduates and other youth in the economy who require assistance entering the workforce. The work readiness program encourages and support participants to increase their skills level in the following areas; personal life, management and employability skills.

Programme objectives

The course explains issues around entrepreneurship, which is defined as the process of identifying and starting a new business venture, sourcing and organizing the required resources, while taking both the risks and rewards associated with the venture.

The objectives of this 5 days programme are to:

1. Intergrate knowledge, skills and experiences to think critically and creatively solve problems and contribute meaningfully to life.
2. Demonstrate a range of interpersonal skills to build productive relationships effectively with others and work successfully in a team
3. Set career goals and identify strategies to achieve them through building and authentic brand, leveraging individual strength and addressing individual weakness.
4. Demonstrate and apply human behavior for long term self-awareness to devise appropriate leadership responses in the professional context
5. Understand the role of emotions drivers and their effect on self and others

Training Delivery

• Pre- Training: Tailoring and customization of content
• Delivery of training using lecture, small and large group excises, case studies, role plays, games etc
• Post training: follow up to review information, provide coaching and set goals
After completing this programme, the participant is expected to be able to:
• Demonstrate professional writing skills
• Demonstrate correct interview techniques
• Demonstrate customer services skills
• Discuss the benefits of social media and networking in job searching

1.6. Programme Duration: 5 days (40 hours):

5 days (40 hours)

Course outline

Topic	Learning Objectives	Learning Activities
1.CV Writing and Application letter:	After learning this chapter , the trainee is expected to be able to: • Write own resume • Decide on the best information to include in a resume • Explain the questions every resume must answer • Asses what not to include in a resume • Explain how to present what the employer wants to know • Identify own areas of weakness and strength • Write an application letter	Group presentations • Demonstrations • Discussions • Writing own resume • Listing strength and weakness
2.Job Search Skills	After learning this chapter , the trainee should be able to : • Demonstrate ability to use social media to search for a job • Describe how networking helps one to get a job • Demonstrate ability to search for job from the print media • Explain the importance of graduate readiness schemes such as volunteering /government internship programme /national service	Group presentations • Discussion • Practical use of social media • Demonstrations of job search in newspapers • Demonstrate understanding of the purpose of government graduate readiness programs
3.Emotional Intelligence and Self Awareness	After learning this chapter , the trainee should be able to : • Demonstrate self-awareness and mindfulness of own strengths and weaknesses • Demonstrate ability to portray strength job searching situations • Analyze own core competencies • Apply the enneagram compulsions- Johari window is assessing oneself • Apply Myers Briggs personality test • Asses one’s Locus of control	Group presentations • Groups discussions • Demonstrations • Exercises
4.Professional Etiquette	After learning this chapter , the trainee should be able to : • Describe the elements of professional attire • Discuss the concept Workplace etiquette • Demonstrate time management skills • Model Personal behavior to suit professional environments • Demonstrate ability to develop and maintaining relationships	Group presentations • Groups discussions • Demonstrations • Exercises • Matching attire colours
5.Customer Service & Quality Management	After learning this chapter , the trainee should be able to : • Discuss the Principles of customer service • Discuss Quality management concepts • Discuss Quality framework for customer service • Demonstrate an understanding of customer needs • Demonstrate Listening skills, listening with empathy • Demonstrate ability to resolve conflicts and how to handle difficult clients	Group presentations • Discussion • Demonstrations
6.Hiv/Aids	After learning this chapter the trainee should be able to: • Discuss the concept of sexuality • Explain what HIV/AIDS is • Explain the transmission of HIV • Explain how people can live positively with HIV/AIDS • Discuss the strategies of Accommodating people with HIV/AIDS in the workplace • Explain the rights of people with HIV AIDS in the workplace	Group discussions and presentations • Demonstrations • Exercises
7.Information technology	After learning this chapter the trainee should be able to: • Demonstrate the ability to use Microsoft word • Demonstrate the use of editing features and techniques • Demonstrate ability to use using Microsoft PowerPoint • Use Microsoft Excel	Group discussions and presentations • Practical Exercises

1.0. Rationale for the Programme

Customers are an obvious requirement for doing business. The importance of customer service is at an all-time high. Businesses are realizing that providing a product or service alone is not enough in today’s competitive economic environment. Today, customers are much more sophisticated than they were even five years ago. They are informed about how products should perform and know that if they are dissatisfied with the service they receive, someone else probably sells it and will provide greater service. They may also expect that if they express their unhappiness with a situation, a positive result will occur. Shockingly, the average customer service provider does not know what customer service is!

Customer service

is anything we do for the customer that enhances the customer experience. Customers have varying ideas of what they expect from customer interaction. The customer service provider must get to know his or her customers and strive to provide them with excellent customer service. No matter how accurately we see our definition of customer service, we still have to live up to what our customer thinks that customer service is. The customer’s satisfaction is the goal to attain.

1.1. Programmes objectives

The programmes seek to

Develop participants’ understanding of the general and specific needs of customers
Distinguish the behaviour of the individual and organizational customers
Explore the customer service challenges faced by organizations
Explore customer service strategies that can be used
Examine current trends and practices in customer service

1.2. Target population and entrance requirements

• Front office administrators
• Marketing team leaders
• Sales representatives
• Line managers and senior managers

Delivery modes

• Workshop /seminar

1.3. Programme/Course Expected Outcomes

On successful completion of the course, the student is expected to be able to:
• Demonstrate understanding of the needs of the customers
• Analyze the challenges’ faced by organizations in seeking to achieving excellent customer service
• Demonstrate ability design a customer service strategy for the organization
• Explain how effective customer service benefits the organizations
• Distinguish the behavior of individual customers and organizational customers

1.4. Programme Duration: 5 days (40 hours)

1.5. Course outline

Topic	Learning Objectives	Learning Activities
Chapter 1: Identifying your customers:	At the end of the topic , trainees should be able to: • Define customer • Describe the five needs of customers • Distinguish customer from consumer and, client • Explain the importance of customer service to the business • Distinguish the different types of customers • Distinguish the types of individual customers	Group presentations • Case/scenario analysis • Discussions
Chapter 2: Investigating and collecting customer information	At the end of the topic , trainees should be able to: • Explain the role information in customer service • Explain importance of greeting customer by name • Describe the process of collecting information • Explain the strategies used to gather customer information • Explain the strategies for dealing with angry customers	Group presentations • Case/scenario analysis • Discussion • Role playing ( encounter with an angry customer)
Chapter 3: Understanding customer behaviour	At the end of the topic , trainees should be able to: • Explain the activities that consumer undergo in making purchase decisions • Explain how customers develop attitudes and how attitudes can be changed • Demonstrate ability to handle customers from diverse cultural backgrounds • Analyses the different factors that influence the behavior of customers • Analyze the stages that customers go through before purchasing products	Group presentations • Case/scenario analysis • Discussion • Role playing (mock interview) • Demonstrations
Chapter 4: Attitude and conduct for effective customer service	After studying completing this chapter, the trainees is expected to be able to: • Outline the characteristics of a good employee • Describe the qualities of an excellent customer service officer. • Analyze own attitude and conduct at work to assess its impact on customer service • Highlight strategies for improving attitude towards customers • Demonstrate the qualities that enhance your customer service • Explain the key principles for excellent customer services	Group presentations • Case/scenario analysis • Questions and answers • Demonstrations
Chapter 5: Dealing with customers with disabilities	At the end of the topic , trainees should be able to: • Define disabilities • Describe the different types of disabilities • Explain how security officers can help customers with disabilities • Demonstrate understanding the disabled customers are not different from other customers • Demonstrate understanding of the myths about disabilities	Group discussions and presentations • Case/scenario analysis • Discussion • Demonstrations
Chapter 6: Managing stress and personal emotions to improve customer service	At the end of the topic , trainees should be able to: • Define work related stress • Explain the organizational causes of work related stress • Explain the individual causes of work related stress • Describe the ways of managing work related stress	Group discussions and presentations • Case/scenario analysis • Questions and answers • Demonstrations
Chapter 7: Customer retention and measurement of satisfaction	At the end of the topic , trainees should be able to: • Define customer retention • Asses the importance if customer retention in an organization • Demonstrate how customer retention can be achieved in organization • Demonstrate ability to calculate level of customer retention and satisfaction	Group discussions and presentations • Case/scenario analysis • Questions and answers • Demonstrations

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