2012 Training and Development Module.

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OSYLASAM Resources..ACTUALISING YOUR DREAMS

2012

Training and

Development Module


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TABLE OFCONTENTS

Table of Contents - - - - - - i

1.0 THE COMPETITIVE EDGE - - - - - 1

1.1 Our Goal - - - - - - 1

1.2 Our Aim - - - - - - 1

1.3 Our Approach - - - - - - 1

1.4 Our Training - - - - - - - 1

2.0 PROGRAMMES - - - - - - 2

2.1 Customer Focused Management Workshop - - 2-3

2.2 Customer Relationship Management Workshop - - 4-5

2.3 Productivity Improvement Workshop - - 5-7

2.4 Performance Improvement Skills Workshop - - 7-9

2.5 Successful Team Building Workshop - - - 9-10

2.6 Total Quality Management (TQM) Workshop - - - 10-12

2.7 Pre-Retirement Training Workshop - - - 12-13

2.8 Time And Stress Management Workshop - - - 13-14

2.9 The Art of Leadership and organizational Change Management Workshop -

- - - - - - - - - 14-15

3.0 CONDITIONS - - - - - - - 16

Methodology - - - - - - - - 16

Date - - - - - - - 16


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Venue - - - - - - - - 16

Fee - - - - - - - 16

Payment Notice - - - - - - - 16

4.0 CONCLUSION - - - - - - - 16


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THE COMPETITIVE EDGE

The search for better ways of doing things is, was and forever be an occupation. You

cannot escape the need to constantly improve.

There is always a better way of doing something. This is, was and will forever be a

universal truth. To this end, OSYLASAM has developed and provide in-house training

and development programmes that assist management of organizations to improve

employees performance and to address poor motivation symptoms.

In light of the above, we make our training as practical and experimental as possible

Our Goal is to fundamentally change Attitudes

Our Aim is to unleash locked up employees creativity and potential

Our Approach ensures that

Needs are identified

Needs are agreed

The right people are involved

Action is practical and appropriate

The right resources are used

Other implications are considered

The right time scale is adopted

Results are used as a basis for further improvement

Our Training is very participative and allows delegates to address issues in a practical

way

Before the Course each participant will be asked to complete a pre-course Briefing

Form to determine their individual objectives for attending the course. These objectives

will be used by the facilitator to give on-target training that is focused on the individual

delegates.


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At the end of the Course each participant will be asked to complete a Personal

Development plan that can be used as part of future appraisals and that will also be an

important tool for management reference.

2.0 PROGRAMMES

2.1 Customer Focused Management Workshop

About the Programme.

Top quality customer service is never an accident. It is the result of high intention, great

effort, intelligent direction, good management and skillful execution.

A clear Customer Focused Management Programme is essential to successful

corporate planning.

We are all customers and most of us can tell horror stories about very poor customer

service. Rudeness, bad service, indifference to identifying customer needs, etc; are too

often encountered. We might like to think that such things do not happen in our

organization: but positive customers care does not occur naturally. In fact, it is

extremely difficult to achieve and not easy to apply in practice.

For this, this programme is very participative and allows participants to address Issues

in a practical way that clarifies the relationship between customer care and overall

business strategy.

Course Objectives

To understand the components of successful customer care

To Know how to develop a plan for implementing effective customer care

To understand how you, as a leader can help to develop a customer focusedteam

To identify customer service barriers within your organization, which inhibit the

customer service provider

To improve the standards of service to your customers by understanding their

needs and expectations


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To understand why customers complain and how to deal professionally with

customer complaints

What You will Gain

A clear focus on improving your companys business performance through

better customer retention

You will be able to identify clear areas of improvement for your customer care

team

A Customer-Centric approach that will enable you to fulfill your customers

individual needs

You will have a better understanding of the detailed issues involved in

providing top quality care

Programme Contents

Defining and understanding your Company Customers

Understanding and meeting customers needs & expectations

Understanding your Company Perception Points

Understanding why the Happy Internal Customer is more motivated to provide

Exceptional customer service

Identifying Barriers to Providing Exceptional customer Service

Using The Rater Model To Obtain A View of your Services From Your

Customers Perspective (Reliability, Assurance, Tangible, Empathy,

Responsibility)

Using Customer Feedback to your Advantage

Effective Communication In Customer Service

Discovering and Effective Management of Customer Complaints

Building Positive Customer Relationships

Building and Developing Customer Focused Teams


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Who Should Attend?

Managers and Supervisors of staff in customer-facing roles, and those responsible forensuring that the service level offered to customers is a positive differentiator for their

company, which will help increase customer retention.

Duration

5 days

2.2 Customer Relationship Management Workshop

About the Programme

Customer Relationship Management has assumed a crucial role in the enterprise. It is

the only sure way to future profitable growth in organizations. Identifying your ideal

customer, finding those ready to buy now; getting them to contact you is central to

CRM.

CRM accepts the place of the Customer as the King with the Seller as the adviser to

the King. The King rarely abhors the advice of his advisers. To achieve this, the seller

should acquire, have and maintain customers love, trust and commitment in order to

make long time success.

This programme will help participants get to know their customers as they use the newly

acquired knowledge to conduct customer audits and listen to customer feedback

Course Objectives

Understand why CRM is Essential for Attracting, Retaining and Growing loyal

Customers

Determine the uses and objectives of a CRM system

Customer Success Story


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Recognize Best Practices in Implementing a CRM Strategy

Use CRM for Improving Marketing, Sales, Customer Service and Customer

Contact.

Course Contents I (Senior Staff)

Customer Relationship Management

Building a Customer Centric Organization

Breaking in New Business During Hard Times

Retaining Existing Business Opportunities and Clients

Opening Business Doors for Subordinates to close Deals

Communication methods for Improving Customer Relations and Business

Growth.

Who Should Attend

Marketing, Sales and Service Professionals, Middle and Senior level managers, HR

managers, Senior Technology and Information manager, Finance manager, Product,

Brand and Advertising managers etc.

Duration

2 days

Course Content II (Junior Staff)

Customer Relationship Management

Retaining Customers and Expansion of Clientele

Developing Effective Communication and Interpersonal Skills for Winning

Accounts

Handling Customer Complaints

Generating leads, follow-up and closing sales.

Becoming A Team Leader


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Who should Attend

Marketing and Sales Supervisors, Officers and Persons.

Duration

2days

2.3 Productivity Improvement Workshop

About The Programme

There are many dimensions to optimizing the organizational environment in order to

improve productivity through improved employee motivation. What works in one

organization or type of organization may not work in another.

There are innumerable opportunities to make a difference in organizations. Making a

difference at the operational level means reducing the time it takes to do things, whether

you produce goods or provide services.

Most managers are not trained in the simple process and easy to learn techniques

required to make reduction in the time it takes to do jobs. They and their employeesthen have to work harder and harder to get the work done and more and more mistakes

are made. Sound Familiar?

This programme is structured in such a way that participants can develop and use a

simple process, with simple techniques to transform performance and motivation in their

organization.

Course Objectives

To fully identify the relationship between productivity and employee motivation in

workplace

To understand dimensions to optimizing the organizational environment in order

to improve productivity through improved employee motivation

To fully understand the concept and components of productivity


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To be able to assess informal group dynamics and suggest practical approach to

harnessing them.

To gain an understanding of the importance of leader perceptions

To improve employee motivation, by understanding their cultures, levels of

existence, needs, wants and background experiences

What You will Gain

Achieve Improvement in the way all your staff view and do their work

Inspire action that improves the ways your organization operates and the way

your staff interact

Change workers attitudes fundamentally

Programme Contents

Historical Perspective on Productivity, Its measurement and the constant search

for Productivity Improvement

Basic Approaches To Improving Productivity

Employee Motivation Theory and Practice

Employee Rewards

Informal Group Dynamics

Leader Perceptions

Practical Application of Job Design Principles

Functions of Human Resource Management

Ergonomics

Communication

Who Should Attend

Directorate Cadre, Senior Officer, General Manager, Managers and Supervisors of

both Public and Private Organizations.

Duration

5 days


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2.4 Performance Improvement Skills Workshop

About the Programme

Organization Performance is what business executives and owners are usually

frustrated about. This is so because, even though the employees of the organization

are hard-working and are busy doing their task, their organizations are unable to

achieve the planned results. Results are achieved more due to unexpected events and

good fortune rather than the efforts made by the employees.

However, for an organization to be successful, functions must be defined and

accomplished. It is important for an organization to develop strategies that should be

designed around the skills that would enhance the performance of the organization.

This could be done by introducing Organizational Performance Management Systems

the essence of this workshop.

Course Objectives

To Understand performance improvement techniques

To be able to assess your own and your organizations performance at different

levels

To know how to develop a plan for handling of confidential information

To learn how to communicate effectively

To have a better understanding of your function and responsibilities

To learn how to develop strategies that should be designed around skills that

would enhance performance

What You will Gain

A clear focus on improving your organizations performance through

fundamentally changed attitudes

You will be able to identify clear areas of improvement in you and your

organization.


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You will have a better understanding of strategies that should be designed

around skills that would enhance performance

You will be able to identify approaches that can be used to achieve desired

targets and a planned, comprehensive strategy for performance improvement.

Programme Contents

Performance Improvement in Organization

Functions and Responsibilities of Secretaries / Typists.

Attitude Change for Peak performance

Personality Profile of Secretaries / Typists

Effective Communication in the Office

Personal Effectiveness

Performance Improvement Techniques

Planning and organizing work

Planning and organizing work: Exercises

Creating a Supportive Work Climate

Handling of Confidential Information

Emotional Intelligence in workplace

Who Should Attend

Supervisors, Secretaries and Typists in Organizations, Officers and Persons.

Duration

5 days


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2.5 Successful Team Building Workshop

About The Programme

People in every work place talk about Building Team, working as a team and my team,,

but few understand how to create the experience Team, or how to develop an effective

Team.

Belonging to a Team, in the broadest sense is a result of feeling part of something

larger than yourself. It has a lot to do with understanding of the mission or objectives of

your organization.

The people make the difference. The best people make the best difference. That is

why we utilize the network of highly skilled and highly trained professionals to deliver

our programs.

Course Objectives

Upon Completion of this workshop, participants will be able to

Understand the Basics of team Building

Learn Major Keys to Team Building Success

Understand Team Building Activities

Apply Team Dynamics

State the 12Cs for Team Building

Understand the Purpose of a Team

Understand Team Culture and Context

Understand Team Collaboration

Course Contents

The Basics of Team Building

Team Building Activities

Team Dynamics

Team Culture and Context


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Team Building and Delegation

Team Communication and Collaboration

12Cs for Team Building

Assertiveness For Team member

Collective Team Competencies

Stress Management for Team Members

Who Should Attend

Managers, Deputy Managers, Assistant Managers and Head of Department, Division

and Unit, who have to lead teams in both public and private organizations for goal

achievement.

Duration

5 days.

2.6 Total Quality Management (TQM) Workshop

About The Programme

TQM is an ever going process. Also, a forever learning process, because there isalways room for improvement. The goal of a TQM organization is to continually look for

areas where these improvements are needed.

TQM therefore, is about building a philosophy of continuous improvement, efficiency,

productivity and long term success.

This programme is designed to be very participative and allows participants to address

TQM value orientation issues in a practical way that clarifies its techniques, tool and

skills

Course Objectives

Determine the role which quality management can play in the task of achieving

their organization objectives;


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Apply modern quality management techniques in all areas to improve

productivity;

Advise on the maintenance of quality at minimum overall cost to satisfy

customers needs;

Create an enabling environment for employee commitment, empowerment,

creativity, innovation and leadership development;

Building customer driven organization; and

Proffer solution to quality problems

What You Will Gain

A clear understanding of basic concepts of TQM

You will be able to identify clear areas of improvement for your organization

A Customer Centric approach that will enable you to focus attention on the

methods of service delivery or the processes used as way of building quality into

the final product

You will have a better understanding of TQM techniques, tools and skills

Programme Contents

TQM : An Overview

Seven Quality Control Tools

TQM as Management Tool

Building a Customer Centric Organization

Personal Mastery

The Transition to TQM

The Challenges of Transforming to TQM

The Implementation Strategies

The Goal / QPC Ten Element Implementation Model

Delivering Quality products and service

TQM Audit

Benefits of TQM


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Who Should Attend

Directors and Senior Officers of Public Service; as well as General Managers, Senior

Managers and Managers of Private Organizations.

Duration

5 days

2.7 Pre Retirement Training Workshop

About the Programme

Retirement is a critical point in ones life and affects an employees entire family. It is

only a young person who should plan for his / her retirement. And old person should

enjoy retirement that he / she has planned for overtime.

This workshop is designed to provide the employee with an overview of the Federal

government retirement benefits and financial goal setting necessary to plan smooth

transition into retirement.

Course Objectives

Upon Completion of this workshop, participants will be able to

Understand the Psychology and Challenges of Retirement

Manage Retirement Benefits

Develop Business Plan / Project Feasibility Study

Demonstrate an understanding of legal aspects of making a WILL

Make wise Investment Decision

Identify Post-Retirement Options and Opportunities

Manage their Health

Set up a small Business Enterprise: Initiation and Management

Course Contents


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Overview of Retirement

Psychology of Retirement

Management of Retirement Benefits

Identification of Business Ideas

Personal Development

Business Plan

Managing Your Health

Self and Time Management

Legal Aspect of making a WILL

Investment Decision

Financial Planning and Opportunities

Post Retirement Options & Opportunities

Establishing Small Scale Business

Action Planning

Who should Attend

Employees who are planning on retirement within the next 10years

Duration

5 days

2.8 Time and Stress Management Workshop

About the programme

Time is the most precious resource we have. Everyone is increasingly aware of the

cost and value of Time. Taking the time to analyze how you work can be an extremely

valuable time-saver in itself, helping you to make your day more productive and less

stressful.

Changing Lifestyles, technological advances and an intensely competitive business

environment have created tremendous tension for everyone. With the fast pace of life

in the modern world, we are feeling burnt out as stress slowly and surely takes its toll.


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This workshop is 70% based on Nikhil Desais 8 Ds

Objectives

Achieve Higher Productivity and Satisfaction

Gain at least an additional 2 hours per day productive time

Understand the changes Needed in your current Time Utilization

Devote more Time to Important Things

Delegate more Effectively

Eliminate time wasters

Get Rid of Procrastination

Conserve Energy as Things Get More Organized

Achieve Mastery over Stress

Learn How to Keep Body and Mind Energized

Course Contents

Decide Your Goals

Diagnose Your Time Utilization

Divide Your Day

Decide Priorities

Delegate Effectively

Delete Time Wasters

De Stress Yourself

Develop a Greater Sense of Well Being

Who should Attend

Directors, General Managers, Department Heads, Business Heads, HR / Training

managers, Executives, Industrialists etc in fact anyone who wants to manage their

stress and their time effectively

Duration

2 days


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2.9 The Art of Leadership and Organization Change Management Workshop

About the Programme

There is no such thing as a perfect leader, either in the past or present in Nigeria or

elsewhere.

Leadership is not management; management is not leadership, managers predict the

future; leaders create it. Leaders need not to tell people how to do their jobs, but

instead provide them with vision, clearly defined boundaries and then allow creativity to

flow in changing organizational environment.

Organizations must precisely define desired results, delegate authority and then give

people freedom within boundaries to obtain results.

This programme is designed to improve participants ability to create a shared vision

between what the organizations requires and what employees want out of the work

experience.

Course objectives

Understand Corporate Vision, Mission, Goal, Objectives and Values

Formulate and Implement Policies

Distinguish between Management and leadership

Learn to manage organizational change

Understand leadership Role and Functions

Effectively Mange resources

Prevent, Manage and Resolve Organization Conflict

Handle Challenges and Develop strategies for Improved Service Delivery in

Organizations


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Course Contents

Corporate Vision, Mission, Goals, Objectives and Values

Policy Formulation and Implementation Leadership Role and Functions

Leader as a Change Agent

Managing Organizational Change

Conflict Prevention, Management and Resolution

Effective Management of Resources

Changes and Strategies for Improved Services Delivery in Organization life.

Who should Attend

Senior Level Managers, Middle Level Managers, Heads of Department; Division,

Unit who have to lead workers in both Public and Private Organization for goals

Duration 2 days

3.0 CONDITIONS

Methodology

The most appropriate and Interesting methods of training are used, including

lectures, Case studies Interactive Discussions Individual Assessments and Group

activities.

For time and stress management workshop The workshop is packed with Practical

activities in a fun, friendly and enthusiastic environment

Participants - 15 minimum

Date - to be mutually agreed on

Venue - to be mutually agreed on


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Fee - to be mutually agreed on

Payment Notice: To facilitate the successful completion of the assignment, we will

appreciate if 70% of our professional fees can be paid early enough to enable us

meet our planning for assignment

Conclusion

Should you require further information on this 2012 Training and Development

Programme?

Please feel free to contact the Co-ordinators

We assure you tangible value added result. The result you can confidently expect.

Co-ordinators:-

Odion Osiregbemhe D. M.

Tel 08060332169.

Ekenimoh S.O.

Tel 08023364949.

2012 Training and Development Module.

Documents

Transcript of 2012 Training and Development Module.