PEOPLESOURCE CONSULTING Open Training...Developing HR Competencies for the Public Sector All Admin and HR ... Strategic HR Business Partnering Senior HR staff, HR Business Partners

PEOPLESOURCE CONSULTING

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PEOPLESOURCE CONSULTING - 2015 OPEN PROGRAMMES CALENDAR

PROGRAMMES TARGET AUDIENCE

Jan ‘15

Feb ‘15

Mar ’15

Apr ‘15

May ‘15

Jun ‘15

Jul ‘15

Aug ‘15

Sept ’15

Oct ‘15

Nov ‘15

Dec ‘15

LEADERSHIP AND MANAGEMENT The High Performing Manager

All Managers 28th

-30th

(Lagos) 16

th -18

th

(Lagos)

Leading in a Professional Service Firm

Everyone in a leadership role in a Professional Service Firm

25th-27th

(Lagos)

8th-10th

(Lagos) 25th-27th

(Lagos)

Leadership and Management Skills for the Executive PA

Experienced PAs and EAs looking to become Managers

4th-6th (Lagos)

3rd-5th (Lagos)

4th-6th (Lagos)

Leadership and Strategy for Senior Managers

Experienced leaders, Senior & Executive Management staff

13th

-15th

(Lagos)

PEOPLE MANAGEMENT Developing HR Competencies for the Public Sector

All Admin and HR Personnel in the Public Sector

27th-30th (Abuja)

The Skillful Interviewer

Anyone involved with conducting interviews

22nd-23rd (Lagos)

1st-2nd (Lagos)

13th-14th (Lagos)

The Learning and Development Administrator

Training Administrators and Assistants and Secretaries to Training Managers

12th-13th (Lagos)

22nd-23rd (Lagos)

Organisational Development and Change

OD Executives, HR Leaders and others leading change

22nd

-24th

(Lagos)

Strategic HR Business Partnering

Senior HR staff, HR Business Partners

18th-20th

(Lagos)

9th-11th (Lagos)

21st -23

rd (Lagos)

The HR Manager’s Master Class

Senior &middle level HR Managers

14th

-17th

(Lagos)

8th

-11th

(Lagos)

Recruitment Selection and Resourcing Talent

Recruiters and other HR personnel involved with talent resourcing

29th

-30th

(Lagos)

4th

-5th

(Lagos)

19th-20th

(Lagos)


Jan ‘15

Feb ‘15

Mar ’15

Apr ‘15

May ‘15

Jun ‘15

Jul ‘15

Aug ‘15

Sept ’15

Oct ‘15

Nov ‘15

Dec ‘15

Managing the Training Function

Training and L&D Managers, others involved with the Training function

7th-8th (Lagos)

29th-30th (Lagos)

Administering the HR Function

HR Administrators, Executives and all HR staff

27th

-28th

(Lagos)

Fundamentals of HR Practice

HR Executives and those looking to start a career in HR

8th-10th

(Lagos) 29th-31st

(Lagos) 7th-9th

(Lagos)

Managing Employee Performance

HR Managers, Line Managers and all other leaders

16th-17th

(Lagos)

Strategic Talent Management

HR Managers, Talent Managers, other HR leaders

27th-28th

(Lagos)

16th-17th

(Lagos)

Becoming an Effective Trainer

Training Facilitators, Internal trainers, Line Managers and other leaders

24th - 26th (Lagos)

BUSINESS DEVELOPMENT & SERVICE DELIVERY Category Management Essentials

Category, Marketing, Sales and Business Dev. Managers

21st

-22nd

(Lagos)

Effective Key Account Management

Category & Key Account Managers & Business Dev. personnel

1st-3rd

(Lagos)

Achieving Customer Service Excellence

All front desk and Customer facing personnel

17th-18th

(Lagos) 15th-16th

(Lagos)

Managing Crises Situations in Service Delivery

All front desk and Customer facing personnel

30th

(Lagos) 14th

(Lagos) 17th

(Lagos)

PERSONAL DEVELOPMENT The Executive PA

New & experienced PAs and EAs

12th-13th

(Lagos)

18th-19th (Lagos)

15th-16th

(Lagos)

Business Negotiation, Persuasion and Communication Skills

Procurement, Sales and Business Development professionals

5th-7st

(Lagos) 11th-13th

(Lagos)


Jan ‘15

Feb ‘15

Mar ’15

Apr ‘15

May ‘15

Jun ‘15

Jul ‘15

Aug ‘15

Sept ’15

Oct ‘15

Nov ‘15

Dec ‘15

Travel & Protocol Management for PAs and Administrators

Personal Assistants Exec. Assistants and Administrators

28th-29th

(Lagos) 12th-13th

(Lagos)

INTERNATIONAL PROGRAMMES : LEADERSHIP, FINANCE AND PUBLIC SECTOR MANAGEMENT The Business Leaders’ Master Class

Senior & Executive Management

23rd

-27th

(Dubai)

17th

- 21st

(London)

Investment Banking MasterClass

Anyone working in Investment Banking needing end to end understanding of IB

31

st Aug - 4

thSept

(London)

Advanced Leadership and Management Skills for the PA

Experienced PAs and EAs looking to become Managers

7th-10th (Dubai)

13th-16th (London)

Developing Senior Management Capacity

Top Executives and Senior Managers

2nd-6th (Dubai)

30th Nov - 4th Dec (Accra)

PPRROOGGRRAAMMMMEE SSUUMMMMAARRIIEESS

LOCAL PROGRAMMES

THE HIGH PERFORMING MANAGER - (3 DAYS)

A Manager’s break-even point is the stage at which he or she has contributed as much value to the organisation in his or her role as he or she

has consumed. Most leaders start off in a role as net consumers and transit to value creators as they gradually learn to lead effectively and take

strategic action. ―The High Performing Manager course is an accelerated development programme which enhances participant’s ability to

become net contributors to their organisation in a much shorter time frame (the next 100 Days) and thus increase the value they can add to their

employer.

Fee – N168,000.00 incl. VAT

LEADING IN A PROFESSIONAL SERVICE FIRM - (4 DAYS)

Achieving success in managing a professional service firm is a balancing act that requires extraordinary leadership abilities. Senior managers

must work to satisfy clients, motivate staff, and build a strong vision—all while employing the fiscal discipline to maintain a sound bottom line.

This course equips participants to develop the talent, corporate culture, and strategies needed to position their organisation for long-term

success. Numerous case studies of successful service firms will be studies to develop the skills needed to refine their own organisation's

business operations and strategy.


LEADERSHIP AND MANAGEMENT SKILLS FOR THE EXECUTIVE PA - (3 DAYS)

This programme will help experienced Personal Assistants, Executive Assistants and other support staff who work with the executive

management to develop high level leadership and management skills enabling them support the senior executives they work with better and

equipping them to transit into other senior roles within the organisation. It is also available as a 4 day offshore development programme.


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LEADERSHIP AND STRATEGY FOR SENIOR MANAGERS - (3 DAYS)

This Programme is designed for all managers and leaders who are either new to strategic planning or who would like to sharpen their skills in

the area of strategic planning and decision making. The Programme is highly practical and contains a variety of case studies. Participants will

be given the opportunity to present 'real-life' scenarios and tackle projects during the programme. This course explores best-practices in

strategic leadership and participants will be requested to use ‘live examples’ of strategic plans and evaluate their effectiveness.


DEVELOPING HR COMPETENCIES FOR THE PUBLIC SECTOR – (4 DAYS)

This course is designed to provide participants with an understanding of the evolution of human resource management policies and practices,

and how changes over time reflect shifting societal values and environmental circumstances. Our emphasis is on improving understanding of

the historical context and current conditions of public sector HRM and developing basic skills necessary to be an effective manager of human

resources. A professional public administrator must be prepared to advocate for the strategic importance of human resources, find ways to be

flexible and responsive to change, adapt to changing patterns of employment and inter-sectoral relations, utilise technology to more effectively

communicate with prospective and existing employees, and develop more sophisticated and effective methods of measuring and rewarding

performance This course is designed to help prepare the aspiring public administrator and enhance the abilities of the practicing publ ic

administrator with respect to the aforementioned challenges and serves as an ideal precursor to the acquisition of a certification in the HR

profession.


THE SKILLFUL INTERVIEWER - (2 DAYS)

The Skillful Interviewer is a course is designed to equip participants with the skills to become better interviewers and learn how to conduct

successful interviews by choosing the right employee(s). As well as improving interviewing skills, participants will also learn recruitment and

employment law and best practices relating to a recruitment interview. Participants learn the stages of carrying out interviews and how to

conduct an effective interview that will identify the best candidates for the job. This is a very practical programme with lots of role plays, reviews

and feedback. It will be especially relevant for Line Managers, HR practitioners, Recruitment Consultants and others involved in interviews.


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THE LEARNING AND DEVELOPMENT ADMINISTRATOR - (2 DAYS)

Participants learn about the L&D function, the training process and the wide range of skills and qualities they need for success. The learning

and development function can help plan and shape a workforce to meet ever changing business needs and there is a clear link between

learning, motivation and the achievement of corporate goals. To do this successfully, the function needs effective, efficient administration. This

course provides participants with the practical skills to proactively support the training, learning and development function in your organisation.


ORGANISATIONAL DEVELOPMENT AND CHANGE - (3 DAYS)

Organisations must respond effectively to change to survive in today’s competitive global market. This new programme provides a

comprehensive grounding on organisational development. Participants acquire key skills and a set of practical OD tools for dealing with the

difficult task of changing their organisations and the individuals within them, from making the business case to change project management,

through to successfully gaining buy-in from employees and dealing with resistance, to evaluation. Ideal for OD practitioners, Learning and

Development practitioners, Senior HR practitioners, Consultants, line managers and any member of staff tasked with developing the

organisations people and implementing change.


STRATEGIC HR BUSINESS PARTNERING - (3 DAYS)

This highly successful programme helps participants understand how to develop HR Strategy that aligns with their organisation's objectives,

how HR Business Partnering operates in practice, what success looks like, how to continuously develop HR business partnering capabilities,

where common problems occur and what options there are for moving forward. We have been running this programme in Nigeria for four years

now and as the HRBP model becomes more commonplace in the Nigerian market, we have developed numerous local cases to enhance its

specific relevance to participants’ current experiences thus making this programme an essential learning opportunity for any HR Manager in

Nigeria today.


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THE HR MANAGER’S MASTERCLASS - (4 DAYS)

Based on participants’ feedback, this was our most successful programme in 2014. It comes highly recommended for senior HR leaders.

Organisations need their HR departments to lead and drive the achievement of outstanding results through people; effectively influencing the

rest of the business to get on board. This programme is specifically designed to address the need of HR Managers seeking a fast track to

career development by acquiring the prerequisite knowledge required to gain relevance as a HR leader within management. Participants gain

insights, tools and confidence needed to deliver the organisations expectations from HR's leadership today. By drawing together a very senior

and experienced practitioner faculty to lead sessions where best practice and leading thought is explored, the programme will equip participants

with the competence for strategic HR practice at the highest level; helping them develop, build and lead outstanding HR teams.

Fee – N220,500.00 Incl. VAT

RECRUITMENT SELECTION AND RESOURCING TALENT – (2 DAYS)

This is a highly effective course providing an overview of the recruitment, selection and resourcing process, including preparation for, and

practical experience of, conducting interviews. This practical course provides participants with the essential tools for different recruitment and

selection methods, explains the legal context of recruitment and selection, and how to select appropriate recruitment channels. The group

discussions and role-play will enable participants understand how best to construct job descriptions and person specifications, and ascertain

suitably effective induction processes


MANAGING THE TRAINING FUNCTION - (2 DAYS)

This course equips training managers and senior executives responsible for this area of HR with the competence to lay the foundations for a

professional Training or L&D function through defining mission, vision and values, and aligning strategic function objectives with the overall

business plan. An effective Training or L&D Manager knows the importance of delivering a service that meets business needs to the impact of

his or her role. This course provides the skills and knowledge to help participants ensure that the Training or L&D function is at the heart of their

organisation, from strategic objectives to front line delivery. Learn about setting the strategic vision, agreeing objectives, identifying business

learning needs, evaluating interventions, measuring results, marketing the Training or L&D function and providing an internal consultancy

service.


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ADMINISTRATING THE HR FUNCTION - (2 DAYS)

Administering HR is a very important part of the department’s role. This practical programme helps participants develop the confidence and

skills to excel as HR Administrators. It explores the role of the HR administrator, laws guiding HR administration, record keeping, data

confidentiality, and document retention, recruitment and selection, processing contracts as well as employment termination, discipline and

grievance and other relevant aspects of the role.


FUNDAMENTALS OF HUMAN RESOURCE PRACTICE - (3 DAYS)

This course is a comprehensive and up-to-date guide to virtually every aspect of human resource practice. Participants explore all the

information and skills they need to do their job and make a positive impact within the HR team. They will also be equipped with the knowledge

they need to contribute towards enhancing the performance of HR within their organisation.


MANAGING EMPLOYEE PERFORMANCE - NIGERIA (2 DAYS)

As a manager you cannot mandate excellent performance from your staff. Individuals will only give their best if they have the appropriate

knowledge, skills and attitude. This programme is not only designed to enable HR practitioners and line Managers become familiar with the

mechanics of performance appraisal and review, but offers a broader understanding of why performance issues exist and how best to deal with

them. Participants will acquire the ability to support employees plans, set expectations for them, continually monitor their performance, develop

their capacity to perform, periodically rate their performance in a summary fashion and reward good performance within their organisation.


STRATEGIC TALENT MANAGEMENT - NIGERIA (2 DAYS)

Today's challenges continue to change how companies, governments and institutions manage their relations with the people who work for

them. The new global economy and the impact of technology is creating an environment in which only those organizations with the most well-

prepared and committed people will be able to develop a sustainable competitive advantage. This program is designed to support companies in

the development of talent management strategies. HR Managers, Talent Managers and other HR Leaders will acquire the skills needed to

identify top talent, align them with their corporate strategy, offer career development in a global context and retain them as their most valuable

asset.


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https://www.opm.gov/policy-data-oversight/performance-management/overview-history/#1

BECOMING AN EFFECTIVE TRAINER - NIGERIA (3 DAYS)

Organisations gain significant cost savings by running internal training and sharing knowledge with a staff faculty. This course equips

experienced leaders, Training Facilitators and other managers to train other members of staff using professional skills and tools to transfer their

expertise and knowledge in an effective manner to ensure cost efficiency without compromising quality and results. This practical programme

helps participants develop the confidence and skills to excel as facilitators. It provides tips, tools and techniques for effective training and

facilitation and affords participants ample opportunity for role playing, review and feedback. Participants also identify and develop a range of

learning methods to support all learning styles.


CATEGORY MANAGEMENT ESSENTIALS - NIGERIA (2 DAYS)

Category Management Essentials is a highly interactive programme that allows participants to apply the skills they already have and the new

skills learnt during the course in simulated scenarios and situations based on actual industry events. Designed for Category Managers,

Marketing, Sales and Business Development personnel, the programme integrates the processes of category management in a way that

provides ample opportunity for practice, execution and evaluation of the differing approaches in use today.


EFFECTIVE KEY ACCOUNT MANAGEMENT - NIGERIA (3 DAYS)

80% of sales will come from around 20% of customers. It is usually this top 20% with the potential to generate the greatest Return on

Investment that a business will define as its Key Accounts. Your key accounts are your competitors’ key prospects, so you must pay particular

attention to nurturing, growing and retaining these relationships. A skilled Key Account Manager plays one of the most important roles in

protecting a business’s prosperity. Participants gain the knowledge and skills to have an edge in an increasingly competitive business world.


ACHIEVING CUSTOMER SERVICE EXCELLENCE - NIGERIA (2 DAYS)

This programme will equip employees responsible for dealing with customers and developing business relationships with the tools and

techniques to consistently exceed customer expectations, build the trust and confidence customers have in them and ensure they can secure

repeat business for their organisations.


PPgg 1100

MANAGING CRISES SITUATIONS IN SERVICE DELIVERY - NIGERIA (1 DAY)

Dealing with customers in service crises situations, require frontline staff who have developed a high level of care and competence in managing

interactions with the customer. Managing Crises Situations in Service delivery is a one-day training programme which provides delegates with

advanced knowledge and skills to manage customer relationships, avoid or contain crises situations effectively, handle complaints, deal with

difficult customers to achieve positive outcomes for their organisations


THE EXECUTIVE PA - NIGERIA (2 DAYS)

The PA is a pivotal role in the management team. Senior PAs and EAs acquire the skills to achieve organisational objectives through

partnership with their manager, gain time management and communication skills to contribute effectively to their organisation and focus on skills

and competencies needed to excel in a PA role. Being a PA or EA requires working closely with someone important and busy and it can be

difficult to avoid overlooking personal needs and aspirations. We explore how to manage future career growth and get participants to practice

new skills through role play and group work.


BUSINESS NEGOTIATION, PERSUASION AND COMMUNICATION SKILLS - NIGERIA (3 DAYS)

The need to equip procurement, sales and business development professionals with the skills and know-how to communicate, persuade and

negotiate effectively cannot be over emphasised. With each company racing to get the right product to the right place at the right time and, at

the right cost, the level of competence in these areas within an organisation as well as the effectiveness with which these skills are applied in

business discussions and negotiations can determine the success or otherwise of such an organisation. This is a highly interactive programme,

focussed on the workplace context of procurement and business development professionals across industry. It is practical in orientation and

aims to challenge participants to develop their skills in negotiating and communicating and influencing in more effective ways.


PPgg 1111

TRAVEL & PROTOCOL MANAGEMENT FOR PAS AND ADMINISTRATORS - NIGERIA (2 DAYS)

This programme will equip experienced and new PAs and Administrators as well as others involved with managing the protocol and travel

needs of senior level personnel with the knowledge, skills and competence they need to execute their role effectively. Participants become

aware of the key aspects of protocol and learn to appreciate the requirements for arranging business travel. They will also be able to conduct

exceptional recovery planning and develop strategies in planning, organising and managing as part of their protocol duties as well as draft an

outstanding contingency plan for their organisation.


INTERNATIONAL PROGRAMMES

THE BUSINESS LEADERS MASTERCLASS – OFFSHORE (5 DAYS)

This programme will open up participants to new horizons on leadership and expose them to a broad range of models, ideas and experiences.

Our approach is unconventional and this is deliberate – to challenge your assumptions and beliefs and encourage you to think deeply and

creatively about the leadership issues you face. This programme also provides the tools and language which inform critical st rategic choices. It

will help participants prioritise projects that maximise shareholder value and manage risk. Over 5-days we equip participants with the ability and

confidence to use the tools and language of finance to influence decisions in the boardroom. Business appraisal, funding methods and

corporate governance is also explored in detail so participants have the financial decision making knowledge essential for all business leaders.

Fee – £3,450.00 incl. VAT

INVESTMENT BANKING MASTERCLASS - OFFSHORE (5 DAYS)

This 5-day programme provides anyone working in the Investment Banking sector with a broad understanding of the industry and its

interdependence with other parts of the financial world. You will acquire a sound end to end understanding of Investment Banking business,

have a good knowledge of the types of trading and markets that investment banks operate in, understand the key roles within an investment

bank, the importance of those key roles to the bank and the markets the banks operate in and the characteristics of those markets, understand

the different types of risks that an investment bank faces and how those risks are managed and much more. The programme is designed to

help participants gain a broad and relatively deep grounding of investment banking and capital markets. Delivery of content will also be pitched

to meet the requirements (and knowledge level) of individual course participants.


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ADVANCED LEADERSHIP AND MANAGEMENT SKILLS FOR THE PA – OFFSHORE (4 DAYS)

This programme is a 4 day leadership and management skills development course for Executive PAs. The April run holds in Dubai while the

October run which holds in London is scheduled to coincide with the National PA week in the UK and participants get to attend the National PA

Day event at the Olympia, network with their peers from various countries and gain from their breadth of perspectives and experience. The

course curriculum is also broadened to address the needs of experienced management support personnel within both the public and private

sector. Whether they attend the Dubai or London run, this programme will be a suitable development programme for your Personal Assistants,

Executive Assistants, Administrators and Office or Practice Managers whose roles all include support for very senior leaders in the public and

private sector. Participants will acquire high level leadership and management skills enabling them support the senior executives they work with

better and equipping them to transit into other senior roles within their organisation.


DEVELOPING SENIOR MANAGEMENT CAPACITY - OFFSHORE (5 DAYS)

Focusing mainly on leadership, strategy and people, this is a 5-day course specifically designed for top executives and Senior Managers who

are looking for a more realistic approach to the use of the full range of strategic management tools and skills available to them in their roles,

those needing to develop their capacity to lead and influence at top management level and those who want to acquire excellent people

management capabilities. It combines aspects of organisational and management theory, a pragmatic approach to the realities of day-to-day

work life and the factors impacting on the organisations and countries represented in the seminar room.


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LLOOCCAALL PPRROOGGRRAAMMMMEESS

CCOOUURRSSEE OOUUTTLLIINNEESS

TTHHEE HHIIGGHH PPEERRFFOORRMMIINNGG MMAANNAAGGEERR ((33 DDAAYYSS))

OOVVEERRVVIIEEWW

A Manager’s break- even point is the stage at which he or she has contributed as much value to the organisation in his or her role as he or she has consumed.

Most leaders start off in a role as net consumers and transit to value creators as they gradually learn to lead effectively and take strategic action. This

programme enhances participant’s ability to become net contributors to their organisation in a much shorter time to increase value to the employer.

WWHHOO IISS IIFF FFOORR??

Managers, team leaders and others in leadership roles that need to enhance their team management skills and achieve high performance in short time frames.

WWHHAATT IISS IITT AABBOOUUTT??

From mental preparedness to forging alliances and securing early wins, our highly experienced facilitators lead participants through every aspect of taking on a new leadership role. Sessions provide a systematic and powerful framework as well as strategies to enable them take charge effectively within their first quarter in the new role.

CCOOUURRSSEE OOVVEERRVVIIEEWW

Fundamental Principles for successful transitions

Laying the groundwork: Preparing to take charge

Accelerating your learning: When, where and how to

Diagnosing the situation and developing the right strategies

Identifying key immediate priorities and securing early wins

Building productive working relationships

Identifying and addressing root causes of poor performance

Building the team and implementing change where required

Identifying key stakeholders and creating coalitions

WWHHAATT DDOO II GGEETT OOUUTT OOFF IITT??

Understanding why

leadership transitions are

critical

Skills to manage

leadership transitions

effectively

Confidence to build

credibility with

colleagues

Skills to motivate your

team to higher

performance

Knowledge to apply big

picture thinking to team

management

Steps to diagnose and

solve bottlenecks to team

and individual

effectiveness

Reinforced learning

through group work, role

plays and case studies

PPgg 1155

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((44 DDAAYYSS))

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This programme equips participants with the skills and knowledge to develop the talent, corporate culture, and strategies needed to position their organisation

for long-term success. Using case studies of successful service firms, participants are able to develop the skills needed to refine their own organisation's business

operations and strategy.

WWHHOO IISS IITT FFOORR??

Management consultants, accountants, lawyers, actuaries, engineers, architects, surveyors, physicians, public relations

professionals, recruiters and others involved in professional practice of whatever kind who are saddled with the

responsibility for crafting and leading the execution of firm operations at strategic and day to day levels.


Achieving success in managing a professional service firm is a balancing act that requires extraordinary leadership abilities.

Senior managers must work to satisfy clients, motivate staff, and build a strong vision—all while employing the fiscal

discipline to maintain a sound bottom line. This course equips participants to develop the talent, corporate culture, and

strategies needed to position their organisation for long-term success. Numerous case studies of successful service firms will

be studies to develop the skills needed to refine their own organisation's business operations and strategy.


Working in groups and individually, participants on the course will gain diverse insights that will improve their ability to:

Attract, develop, and retain talented professionals who will ensure their firm's growth

Build a culture that fosters both corporate success and individual achievement

Implement governance, decision-making, and performance metrics to suit their firm's unique attributes

Sharpen core competencies and follow best practices to deliver maximum value

Implement a long-term business plan to drive future performance


Understand the

key concepts of

leadership and how

they impact on the

strategic direction of

your organisation

Understand what

makes an effective

strategic leader and

why leadership in

professional service

firms is unique.

Acquire the knowledge

and acumen to think,

act and plan

strategically

PPgg 1166

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((33 DDAAYYSS))

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This programme will help experienced Personal Assistants, Executive Assistants and other support staff who work with Executive Management to develop high level leadership and management skills enabling them support the senior executives they work with better and equipping them to transit into other senior roles within the organisation.


Personal Assistants, Executive Assistants and other support staff who work with Executive Management


This is an offshore leadership and management development programme designed to provide Executive PAs with a sound grasp of complex issues involved in management. They also build the foundational skills necessary for successful leadership, office and people management including learning how to manage performance, budgets and projects. We also explore topics including motivation, leadership style, understanding & developing your team, conflict handling and delegation. Finally, participants get an opportunity to review the management of their own careers and develop a career map for the future.


Leadership in the Workplace

Corporate Strategy

Managing Organisational Culture

Managing Upwards

Communication and Influencing Skills

Emotional Intelligence

Managing Change

WWHHAATT DDOO WWEE GGEETT OOUUTT OOFF IITT??

Identify essential skills and

capabilities to lead in the

workplace

Understand personal

effectiveness and maximise

performance

Enhance work relationships

through understanding, trust and

respect

Communicate effectively and ask

the right questions

Discover your leadership style to

enhance your performance

Ascertain the value of others

through effective teamwork

Achieve your goal through

influencing and persuasion styles.

Define an action plan for the

Project Management

Leader vs. Manager

Dysfunctions of a team

Time Management, Delegation and Giving Feedback

Personality Styles & Motivation

Measuring Performance

PPgg 1177

LLEEAADDEERRSSHHIIPP AANNDD SSTTRRAATTEEGGYY FFOORR SSEENNIIOORR MMAANNAAGGEERRSS ((33 DDAAYYSS))

OOVVEERRVVIIEEWW

This programme is designed for all managers and leaders who are either new to strategic planning or who would like to sharpen their skills in the area of strategic planning and decision making. Participants learn best-practices in strategic leadership using live examples of strategic plans and evaluating their effectiveness.


This course is designed for those new to strategic management or who are strategic managers but have had little formal training in the subject; however, it is equally useful for aspiring managers who see strategic leadership as a key skill for them to develop.


The programme is highly practical and contains a variety of case studies. Participants will be given the

opportunity to present 'real-life' scenarios and tackle projects during the programme. This course explores

best-practices in strategic leadership and participants will be requested to use ‘live examples’ of strategic

plans and evaluate their effectiveness.


Understand the role of the leader in the strategic planning process

Identify the importance and practice the skills of visionary and inspirational leadership

Linking business processes to corporate strategy and objectives

Evaluating your plan against corporate objectives

Streamline process, structure and strategy to support attainment of business objectives

Building new processes and use of IT

Analyse and critically assess business/organisational performance,

Decision-making enhancement to support strategic planning and its implantation

Implementing strategy

Stakeholder analysis and external impact


Delegates will gain knowledge and skills to: Define the role of the senior strategic leader Build new processes and critically evaluate existing structures to support strategic and operational plans Produce a plan for strategy implementation, review and evaluation. Establish and apply the criteria to evaluate strategic plans against corporate objectives Implement stakeholder development Design an action plan to support implementation of an improved strategic approach

PPgg 1188

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OOVVEERRVVIIEEWW

This course is designed to provide participants with an understanding of the evolution of human resource management policies and practices, and how changes

over time reflect shifting societal values and environmental circumstances. Our emphasis is on improving understanding of the historical context and current

conditions of public sector HRM and developing basic skills necessary to be an effectively manage human resources. This course is designed to help prepare the

aspiring public administrator and enhance the abilities of the practicing public administrator to face emerging challenges.


All public services and staff of all cadres in human resource management who desire to positively contribute to

modernization in their own organisation.


This programme focuses on the relevance of managing human resources and the need to update practices in

order to fully utilise human capacity in achieving improved public service delivery. Through the programme,

delegates will acquire skills in harnessing optimum performance from staff through a combination of tools and

systems


Strategic importance of Human Resource Management (HRM), planning and development in

progressive public sector organisations

The alignment of Human Resource (HR) policies and strategies with organisational policies and

strategies

Performance Management

Identify effective approaches to HR planning and development

Discuss performance management systems, compensation and benefits

Manpower Planning Models

* Please request for the information pack for this programme for further details


Apply detailed knowledge of the most modern HR policies and strategies

Apply and develop leadership skills and behaviour to motivate staff

Understand the benefits of effective staff management and reward systems

Develop techniques to ensure recruitment, selection and promotion are merit based

Plan and implement a performance and reward system

PPgg 1199

TTHHEE SSKKIILLLLFFUULL IINNTTEERRVVIIEEWWEERR ((22 DDAAYYSS))

OOVVEERRVVIIEEWW

The Skillful Interviewer is a course designed to equip participants with the skills to become better interviewers and to learn how to conduct successful interviews and choose the right employee(s). As well as improving interviewing skills, participants will also learn recruitment and employment law and best practices.


This is a highly beneficial course for anyone involved in conducting interviews or sitting on interview panels


Participants learn the stages of carrying out interviews and how to conduct an effective interview that will

identify the best candidates for the job. This is a very practical programme with lots of role plays, reviews

and feedback. It will be especially relevant for Line Managers, HR practitioners, Recruitment Consultants

and others involved in interviews.


Fundamentals of interviews

Importance of interviewing skills

Identifying types of interviews

Defining the job, analyzing and defining the culture

Planning and preparing

Planning for an interview, analysing a candidate’s resume, identifying lead questions

Preparing for an interview and ensuring privacy

Identifying personality styles and types of candidates

Handling and conducting the interview

Understanding the importance of silence

Conducting an interview – Role Plays

Opening the interview, gathering information, taking notes and closing the interview

Identifying effective communication techniques

Evaluating and deciding

Following up after an interview


After completing this course, participants

will know how to:

Identify the benefits of interviewing

skills and the various types of interviews

Establishing a plan for an interview and prepare the room for an interview. Handle an interview by developing an understanding of the various types of candidates Conduct an interview by following a specific structure, and use effective communication techniques when interviewing. Identify the types of bias, the steps involved in evaluating a candidate, and several criteria for ranking candidates. Identify the follow-up tasks that should be performed after an interview.

PPgg 2200

TTHHEE LLEEAARRNNIINNGG AANNDD DDEEVVEELLOOPPMMEENNTT AADDMMIINNIISSTTRRAATTOORR

((22 DDAAYYSS))

OOVVEERRVVIIEEWW

This very practical programme helps participants develop the confidence and skills to administrate the L&D function effectively, supporting the training process and exhibit the wide range of skills and qualities needed for success in the role. .


This programme is highly beneficial for new and experienced L&D Administrators, Training Coordinators and Assistants or Training Managers’ Secretaries.


Participants learn about the L&D function, the training process and the wide range of skills and qualities they need for

success. The learning and development function can help plan and shape a workforce to meet ever changing business

needs and there is a clear link between learning, motivation and the achievement of corporate goals. To do this

successfully, the function needs effective, efficient administration. This course provides participants with the practical

skills to proactively support the training, learning and development function in your organisation.


The changing role of learning and development; running the learning function as a business; the role of the L&D administrator

Learning policy and process; the learning process and the administrator’s role within it

Managing learning events: identifying learning needs, highlighting different solutions; looking at advantages and disadvantages

How we can quantify and qualify the impact of learning events on all levels of staff

Blended learning solutions: how to integrate online

Records and information: what is a learning management system(LMS); evaluating software systems

Promoting learning activities.

Enhance the Learning function so it

contributes to the strategic impact of

HR within your organisation.


This practical course will give you

the knowledge and skills to:

Describe the key activities of the L&D department and your role within it

Set up effective administration systems and procedures

Identify the features and benefits of a learning management system

Design user-friendly communication which is relevant and informative

assist in the preparation and control of the department’s budget

integrate e-learning and blended learning into a

learning culture.

PPgg 2211

OORRGGAANNIISSAATTIIOONNAALL DDEEVVEELLOOPPMMEENNTT AANNDD CCHHAANNGGEE ((33 DDAAYYSS))

OOVVEERRVVIIEEWW

Participants acquire key skills and a set of practical Organisational Development tools for dealing with the difficult task of changing their organisations and the individuals

within them, from making the business case to change project management, through to successfully gaining buy-in from employees and dealing with resistance, to evaluation.


This programme is highly recommended for OD practitioners, Learning and Development practitioners, Senior HR practitioners,

Consultants, line managers and any member of staff tasked with developing the organisations people and implementing change.


This is a highly interactive programme focusing on the skills and practical tools for dealing with change in organisations; from

making the business case to change project management, through to successfully gaining buy-in from employees and dealing with

resistance, to evaluation.


Making the business case for planned change

Tools for organisational transformation

Tools for organisational transition

Embedding change in organisations

Enhancing team performance

Tools for changing culture.

Establishing a culture of creativity and innovation

Influencing organisational culture

The Skills of an effective OD practitioner

Self Assessment tools

Helping others achieve personal change

Building rapport and dealing with people’s fears.

Evaluating programme success and much more…..

Acquire the skills to ensure your

organisation can respond effectively to

change and survive in today’s

competitive global market.


Understand how to Integrate

processes to create a coherent

joined up high performance

strategy.

Establish and clarify expected

behaviour and performance

levels

Monitor and assess

performance more effectively

Give your staff the best

quality feedback possible

Build on performance

successes and develop people

to their full potential

PPgg 2222

SSTTRRAATTEEGGIICC HHRR BBUUSSIINNEESSSS PPAARRTTNNEERRIINNGG

((33 DDAAYYSS))

OOVVEERRVVIIEEWW

This programme helps participants understand how to develop an HR Strategy that aligns with their organisation's objectives, how HR Business Partnering

operates in practice, what success looks like, where common problems occur and what options there are for moving forward.


Experienced HR professionals responsible for HR strategy, HR Business Partners looking to enhance their skills and competencies and other HR departmental managers seeking ways to ensure HR makes a strategic impact on their

organisation.


People are key to the achievement of organisational goals and can be an organisation’s most important competitive edge. HR strategy therefore should be integrated with overall organisational strategy to facilitate the achievement of organisational objectives, and to ensure that the policies and processes are in place to meet the needs of your

staff.


Strategic human resource management

Getting commitment and meaningful HR Planning

Ensure HR makes a real difference for the organisation

Formulating the strategy and developing HR plans

Advantages and disadvantages of different approaches

Aligning HR strategy with organisational goals

Principles and levels of HR strategy

HR strategy that contributes to business success

HR Strategy and Culture

Aligning culture with vision and values

Reinforcing culture with HR and Management processes


Key characteristics

of an effective HR

strategy

The knowledge to

apply strategic

Human Resource

Management in

practice

Steps to achieve

acceptance for

the HR strategy

An understanding

of how HR fits with

organisational

strategy

The skills to

develop HR plans

Gain 'buy-in' from

key players in the

organisation

Implement change

to achieve the

plan

Tools to measure

success

PPgg 2233

TTHHEE HHRR MMAANNAAGGEERRSS MMAASSTTEERRCCLLAASSSS

((44 DDAAYYSS))

OOVVEERRVVIIEEWW

Organisations need their HR departments to lead and drive the achievement of outstanding results through people; effectively influencing the rest

of the business to get on board. This programme will give participants the insight, tools and confidence to deliver against these expectations.


This course is for any senior HR Manager looking to fast track the growth of his or her career.


Do your HR Managers need a more thorough, broad and strategic view of HR management and practice? Are you or any of your colleagues a senior or mid level HR practitioner in need of a career

boost? Are you or your colleagues experienced in a specific area of HR e.g. Learning and Development and in need of a broad based, high level and strategic perspective to HR management

as a whole? This programme is for you. CCOOUURRSSEE OOVVEERRVVIIEEWW

HR and its strategic role within the organisation

Resourcing and Talent Attraction

Talent Management

Organisational Development

Compensation and Benefits


Change Management

HR Strategy & HR Business Partnering

HR Analytics

Organisational Design

Career Management


Understand the latest thinking and

best practices in HR.

Gain the confidence to contribute

to top level strategic discussions on

the role of HR and its impact to the

business.

Understand all key aspects of HR

and its application at management

and strategic levels.

Acquire a broad and global

perspective on key issues and

concepts leaders in HR are faced

with today.

Understand what makes an

effective and strategic HR leader

Acquire the knowledge and

acumen to think, act and plan

strategically

PPgg 2244

RREECCRRUUIITTMMEENNTT SSEELLEECCTTIIOONN AANNDD RREESSOOUURRCCIINNGG ((22 DDAAYYSS))

OOVVEERRVVIIEEWW

This is a highly effective course providing an overview of the recruitment, selection and resourcing process, including preparation for, and practical experience of, conducting interviews.


This practical course is suitable for anyone in an HR support role as well as those involved in recruitment,

selection and resourcing talent.


This is a highly effective course providing an overview of the recruitment, selection and resourcing process, including preparation for, and practical experience of, conducting interviews. This practical course provides you with the essential tools for different recruitment and selection methods, explains the legal context of recruitment and selection, and how to select appropriate recruitment channels. The group discussions and role-play will enable you to understand how best to construct job descriptions and person specifications, and

ascertain suitably effective induction processes


Talent planning, recruitment and selection policies: attracting talent; the benefits of attracting and retaining a diverse workforce

The recruitment and selection process: key elements

Equal opportunities: dealing with subjectivity, diversity and good practice; major legal issues in recruitment and selection

Compiling a job description, person specification and writing competencies

Interviewing skills: preparing questions and questioning techniques; structuring the interview

Practicing your interviewing and selection skills: role playing a selection interview

Making a decision: arriving at soundly-based selection decisions; evaluating candidates at shortlist stage and after interview; feedback to unsuccessful candidates

The importance of effective induction: the basics of an induction process.


By the end of the course participants will

be able to:

Explain the factors that affect an organisation’s talent planning, recruitment and selection policy

identify appropriate recruitment and selection methods

contribute to the recruitment and selection interviewing process for a job role

demonstrate an understanding of the importance of effective

induction.

PPgg 2255

MMAANNAAGGIINNGG TTHHEE TTRRAAIINNIINNGG FFUUNNCCTTIIOONN

((22 DDAAYYSS))

OOVVEERRVVIIEEWW

This course equips training managers and senior executives responsible for this area of HR with the competence to lay the foundations for a professional

Training or L&D function through defining mission, vision and values, and aligning strategic function objectives with the overall business plan.


This programme is highly beneficial for those who are managing the training function and who want to ensure that their function provides a cost effective results driven service aligned to business objectives.


An effective Training or L&D Manager knows the importance of delivering a service that meets business needs to the

impact of his or her role. This course provides the skills and knowledge to help participants ensure that the Training or

L&D function is at the heart of their organisation, from strategic objectives to front line delivery. Learn about setting

the strategic vision, agreeing objectives, identifying business learning needs, evaluating interventions, measuring

results, marketing the Training or L&D function and providing an internal consultancy service.


Current trends affecting the management of learning and development

Scope and characteristics of a strategic approach

Strategic issues in training needs analysis

Sources of learning and development needs

Implementing the strategy

Options for meeting learning and development needs

Operating as an internal consultant

Measuring results

Evaluating the contribution of learning and development

Marketing the function

Review of managing learning and development

Consolidation and action planning


Participants will explore the ways in which the L&D function can support the organisations Business Plan. They will be able

to:

Set clear Mission, Vision, Values Develop a Strategic L&D Plan Explore ways in which the L&D function can provide support and ensure best value from training interventions Provide an internal consultancy service Measure results and evaluate interventions Analyse costs and benefits and discuss return on investment Influence and persuade others of the added value of L&D through marketing.

PPgg 2266

AADDMMIINNIISSTTRRAATTIINNGG TTHHEE HHRR FFUUNNCCTTIIOONN

((22 DDAAYYSS))

OOVVEERRVVIIEEWW

Administering HR is a very important part of the department’s role. This very practical programme helps participants develop the confidence and skills to excel

as HR Administrators.


This programme is highly beneficial for new and experienced HR professionals seeking to develop a more strategic

focus to their roles, HR Managers and others with responsibility for HR, Line Managers as well as middle to senior

level HR generalist or specialists


This is a very practical and highly interactive programme which explores the role of the HR administrator, laws

guiding HR administration, record keeping, data confidentiality, and document retention, recruitment and selection,

processing contracts as well as employment termination, discipline and grievance and other relevant aspects of the

role.


The role of HR and the Administrator.

Laws guiding the execution of HR

Activities the HR Administrator undertakes

Engagement procedures

Managing HR documentation

Metrics to provide useful management information

Executing disciplinary and grievance procedures

Processing recruitment and selection

Handling dismissal and termination of appointment

The importance of legal contracts


Understand the role of

the HR Administrator

Acquire best practice

perspectives to how

the role is executed.

Identify key activities

within the role that add

the most strategic

value to the

organisation,

Understand how to use

HR metrics and how to

identify which ones to

focus on to make the

Administrators role

contribute effectively to

managements decision

making

Acquire the tools, skills

and knowledge to

improve HR’s overall

performance

PPgg 2277

FFUUNNDDAAMMEENNTTAALLSS OOFF HHRR PPRRAACCTTIICCEE

((33 DDAAYYSS))

OOVVEERRVVIIEEWW

This course equips HR professionals with the knowledge skills and tools they need to contribute effectively within the HR team and enhance the performance of HR within their

organisation. The profession is explored in detail with a focus on exposing participants to the role of the HR function and how to ensure it has strategic impact, applies best

practices and considers the best fit for the organisation.


This programme is highly beneficial for new and experienced HR professionals seeking to develop a broader and deeper

understanding of the departments function.


This course offers a comprehensive and up-to-date guide to virtually every aspect of human resources practice.

Participants will find in it all the information and skills they need to do their job and make a positive impact in their

organization. It is a very practical and highly interactive programme designed to ensure participants gain a detailed

foundational understanding of HR practice within organisations. Participants are able to bring their learning into the

workplace to enhance the effectiveness of their organisation’s HR operations.


The role of Human Resource in the organisation

The types of activities the HR undertakes

Concepts and approaches relevant to HRs role

o HR as a customer service

o HRs stakeholders

o HR as a business partner

o HR as a catalyst for change

HRs role in organisational communication

HR as custodian of organisational culture

Assessing the state of your organisations culture

HRs role in anticipating and managing change


Understand the various

units within HR and

their functions.

Explore the transitions

in HRs role within the

organisation

Understand HRs

customer care,

stakeholder and

business partner

perspectives and how

they can transform the

department’s activities

and the outcomes it

achieves.

Identify key HR

activities and how they

can be executed

effectively and

efficiently

PPgg 2288

MMAANNAAGGIINNGG EEMMPPLLOOYYEEEE PPEERRFFOORRMMAANNCCEE ((22 DDAAYYSS))

OOVVEERRVVIIEEWW

This new course is designed to equip Managers and Supervisors with core skills for managing employee performance to achieve greater results.


HR and Line Managers and all other leaders who desire to maximise the potential of their employees and

manage high performing teams.


This is a comprehensive programme that will enhance the abilities of HR, Line Managers and other HR Leaders

in planning work and setting expectations, continually monitoring performance, developing the capacity to

perform, periodically rating performance in a summary fashion, and rewarding good performance of

employees within their organisation.


Creating a High-Performing Workplace

Proper Documentations

Culpable and Non-Culpable Behaviours

Managing Performance in Telework Situations

Options for Employee Recognition

Working with Negative People

Performing With Others Under Pressure


Effective planning skills

Enhanced ability to set work expectations

for employees

Knowledge to effectively and

continuously monitor employee

performance

Understanding of how to periodically rate

performance of employees in a summary

fashion

Understanding of methods and

techniques to effectively reward good

performance in the organisation

PPgg 2299






http://www.tbs-sct.gc.ca/tou/pmc-dgr/docs/excel-eng.asp

http://www.tbs-sct.gc.ca/tou/pmc-dgr/docs/fil-dos-eng.asp

http://www.tbs-sct.gc.ca/tou/pmc-dgr/docs/cup-cop-eng.asp

http://www.tbs-sct.gc.ca/tou/pmc-dgr/docs/tele-eng.asp

http://www.tbs-sct.gc.ca/tou/pmc-dgr/docs/rec-eng.asp

SSTTRRAATTEEGGIICC TTAALLEENNTT MMAANNAAGGEEMMEENNTT ((22 DDAAYYSS))

OOVVEERRVVIIEEWW

Successful companies have identified talent management as a critical component of global business strategy and started to shift the way they source, develop,

manage, and reward human resources in their organizations. In this course, participants explore the key elements of effective talent management, understand

the strategies, processes, and practicalities that drive talent management in organizations today.


This course is recommended for HR Managers, Talent Managers, other HR leaders and anyone responsible for,

or involved in the talent management strategy and process in an organisation.


The new global economy and the impact of new technology are creating an environment in which only those

organizations with the most well-prepared and committed people will be able to develop a sustainable

competitive advantage. This program is designed to support companies in the development of talent

management strategies. HR Managers, Talent Managers and other HR Leaders will acquire the skills needed to

identify top talent, align them with their corporate strategy, offer career development in a global environment,

and retain them as their most valuable asset.


Current Thinking on Talent Management

Progressive Thinking on Talent Management

Designing a Progressive Talent Management Strategy

Best Practices in Talent Acquisition


Learning and Development

Succession management


Understand the concept of talent

management discipline

Develop practical plans implementation

of this concept in your own organization

Sharper understanding of the links

between talent management, positive

psychology and performance

Share new creative ideas on talent

management with other senior

practitioners and managers

Define the immediate and medium-term

benefits of maximising the use of talent.

PPgg 3300

BBEECCOOMMIINNGG AANN EEFFFFEECCTTIIVVEE TTRRAAIINNEERR ((33 DDAAYYSS))

OOVVEERRVVIIEEWW

Organisations gain significant cost savings by running internal training and sharing knowledge with a staff faculty. This course equips experienced leaders and Managers to train other members of staff using professional skills and tools to transfer their expertise and knowledge in an effective manner to ensure cost efficiency without compromising quality and results.


Experienced Managers and Team leaders who increasingly have to train colleagues or team members and want to develop and enhance their training delivery and facilitation skills in a supportive learning environment.


Building on core competencies that have been applied as a model for best practice in a learning environment, the course focuses on the key phases & dimensions of training: Contracting; Design & Development, Delivery; and Evaluating.


Trainer as Learner - understanding your own style and

development needs and their impact on delegates

Developing your capabilities as an internal consultant

Developing a credible leadership style and rapport

Creating a positive learning environment

Principles of training design

Adapting course structures and learning activities

Strategies to assist delegates in achieving learning

Managing the group process to develop inclusion

Using facilitation and questioning techniques

Importance of process objectives and content outcomes

Practical application of skills against competency

Transcend everyday training delivery by

applying absolute best practice.


A structured framework of best

practice

Constructive feedback to

improve performance

The skills to transform from a

Manager to a 'Competent -

Trainer'

Versatility of training delivery

Facilitation and Leadership skills

to enhance the delegate's

learning experience

PPgg 3311

CCAATTEEGGOORRYY MMAANNAAGGEEMMEENNTT EESSSSEENNTTIIAALLSS ((22 DDAAYYSS))

OOVVEERRVVIIEEWW

This training course identifies the key elements needed to successfully implement category management in an

organisation. Our comprehensive training covers ways to overcome internal resistance to change and how to

develop a cross functional approach to category management.


Category Managers, Marketing, Sales and Business Development Personnel who are responsible for an area

of spend, seeking a productive category management approach.


The course will extensively focus on the activities, tools and techniques needed to develop a category

strategy for an area of spend. Our trainers will use case studies, presentations, role plays and real life

examples to develop the delegates' understanding of how to apply the key tools


Category Management Tools and Techniques

Challenges of Implementing Category Management

Establishing Effective Category Project Governance

Stakeholder Engagement & Communication Planning

Understanding Business Requirements

Supplier & Supply Market Research

Analysing & Mitigating Risks

Category Strategy Development & Approval


Know how to use a range of simple

tools and techniques to start

delivering results for your business

Understand the main components of

category management and how to

apply them within your business

Be able to use a broad range of

differentiated data sources to

identify and unlock opportunities for

your business

Understand the importance of the

shopper and how to engage with

retailers to turn your shopper insight

into activation that will drive

category growth

Know how to develop compelling and

creative category plans, tactics and

propositions by channel and format

Leverage consistent and complete

employee training conducted by

experienced trainers

PPgg 3322

EEFFFFEECCTTIIVVEE KKEEYY AACCCCOOUUNNTT MMAANNAAGGEEMMEENNTT ((33 DDAAYYSS))

OOVVEERRVVIIEEWW

This programme will equip account managers with the skills and tools to develop and implement detailed dynamic account strategies and plans for their key

accounts. Using their own customers as case studies, participants establish how ‘best practice’ principles can be applied to managing their own key accounts

whilst adding immediate value into their own organisations.


Product and Category Managers, Key Account Managers, Business Development Personnel, Managers and

Directors intending to implement a key account management strategy within their organisation


The delivery style is interactive, challenging and involving, enabling delegates to relate the learning directly to

their own customers and quickly add value back into their organisation. Delegates will use analysis tools and

best practice planning methodologies to understand their customers’ potential in group discussions, role plays

and syndicate exercises, and will leave with a prepared strategic key account plan.


Understanding the role and value of Key Account Management.

Transitioning from transactional to relationship selling.

The KAM model.

The Key Account Manager role.

Segmentation and identification of Key Accounts.

Analysing the customer's existing and past business.

Identifying opportunities for developing business.

Developing strategies and the Key Account Plan.


Apply a strategic selling approach for

winning and developing significant

accounts

Research target companies, obtain

and interpret all relevant information

from key sources

Analyse the organisational structure

and decision making process within

client/prospect organisations

Understand and influence different

personality types in the decision

making unit

Confidently present your offering and

demonstrate how it contributes to

your client’s corporate strategy

Analyse your competitive strength as

compared with your main

competition and see yourself through

the eyes of your customers

Present and negotiate successfully in

line with your strategy

PPgg 3333

AACCHHIIEEVVIINNGG AANNDD DDEELLIIVVEERRIINNGG EEXXCCEELLLLEENNCCEE IINN CCUUSSTTOOMMEERR SSEERRVVIICCEE ((22DDAAYYSS))

OOVVEERRVVIIEEWW

Customer service excellence is the most untapped source of competitive advantage in the Nigerian market today. Is your frontline staff providing your customers

with the satisfying experience that will keep them coming back?


This programme is for all employees working in customer facing roles at any level within the organisation.


This programme will equip employees responsible for dealing with customers and developing business relationships with the

tools and techniques to consistently exceed customer expectations, build the trust and confidence customers have in them and

ensure they can secure repeat business for their organisations.


The importance of customer care

Meet and exceed customers' service expectations

The service complement: competence and care

Build and maintain loyalty and goodwill

The key impression points

Project a professional image

Face-to-face, on the phone and e-mail

Handling more difficult situations effectively

Customer service styles and their consequences

The failsafe remedy for complaints

Say 'No' constructively

Learn best practice for giving bad news

Personal development tools and tips

Keep your customers loyal and

committed; equip all

employees to contribute to

achieving customer service

excellence to wow them every

time.


A set of skills,

principles and

attitudes essential

for delivering a

quality service to

your customers

The capability to

turn customer

complaints and

dissatisfaction into

sales

Customer service

skills that you can

put into practice in the work place

immediately

Practical

techniques to

handle virtually

PPgg 3344

MMAANNAAGGIINNGG CCRRIISSEESS SSIITTUUAATTIIOONNSS IINN SSEERRVVIICCEE DDEELLIIVVEERRYY ((11 DDAAYY))

OOVVEERRVVIIEEWW

To effectively deal with difficult situations, people must take ownership of issues, show genuine empathy, stay calm under pressure and work with customers, not

against them. Managing Crises situations helps participants regain the confidence of customers, improve customer retention and creates future sales.


This one day course is designed to help delegates reduce resistance and potential conflict and is ideal for

anyone who wants to handle difficult situations and customer complaints professionally. Staff of all levels can

attend this course; Administrators, Advisors, Assistants, Analysts, Support, Consultants, HR & Accounts Personnel,

Team Leaders, Managers and Directors.


This is a customer service improvement course Delegates will learn how they can use the most difficult service

delivery situations to their advantage to develop their relationship with a customer and control situations in

order to achieve a positive outcome.


Take ownership with a positive ‘can do’ attitude

Avoid behaviour that could escalate situations

Stay calm under pressure & handle criticism positively

Take the positives, not the negatives from difficult situations

Maintain a positive mindset after a negative encounter

Reduce stress by controlling reactions & emotions

Establish the needs of customers and manage expectations

Structured approach when answering tough questions

Effective problem solving techniques

Present bad news in a positive manner


Develop your ability to handle complex

and challenging customer service

situations effectively.

Acquire the skills to turn negative

situations into positive outcomes and

turn difficult service delivery situations

to the advantage of your organisation.

Learn to handle customer complaints

professionally

Develop your own ability to maintain

control of your emotions and influence

others in a positive manner

PPgg 3355

TTHHEE EEXXEECCUUTTIIVVEE PPAA

((22 DDAAYYSS))

OOVVEERRVVIIEEWW

The PA is a pivotal role in the management team. Senior PAs and EAs acquire the skills to achieve organisational objectives through partnership with their manager, gain time management and communication skills to contribute effectively to their organisation and focus on skills and competencies needed to excel in a PA role.


This course is for secretaries and PAs and EAs to directors and senior managers.


Being a PA or EA requires working closely with someone important and busy and it can be difficult to avoid overlooking personal needs and aspirations. We explore how to manage future career growth and get participants to practice new skills through role play and group work.


Purpose, definition and expectations of an executive PA

Working with senior management

Understanding business goals and information flow

Senior management: what do their role involves

Models of management

Relating your role to your managers

Understanding work styles

Effective communication:

Questioning techniques

Project and time management

juggling multiple tasks, personal organisation and prioritisation


Understand the purpose of the PA

role

Knowledge and techniques to

maximise your impact in the role

Practical skills to improve your

performance and enhance your

relationships with colleagues.

Improved career development and

growth prospects.

PPgg 3366

BBUUSSIINNEESSSS NNEEGGOOTTIIAATTIIOONN PPEERRSSUUAASSIIOONN AANNDD CCOOMMMMUUNNIICCAATTIIOONN

((33 DDAAYYSS))

OOVVEERRVVIIEEWW

Better communication delivers better outcomes in every business situation. This course is designed to help participants build consensus and get results in the toughest business environments. They are equipped with the skills and know-how to communicate, persuade and negotiate effectively.


This course is for all managers, procurement, sales and business development professionals as well as all other employees.


The need to equip procurement, sales and business development professionals with the skills and know-how

to communicate, persuade and negotiate effectively cannot be over emphasised. With each company racing

to get the right product to the right place at the right time and, at the right cost, the level of competence in

these areas within an organisation as well as the effectiveness with which these skills are applied in business

discussions and negotiations can determine the success or otherwise of such an organisation. This is a highly

interactive programme, focussed on the workplace context of procurement and business development

professionals across industry.


Understanding the role of effective negotiation skills in procurement

Key skills and knowledge required to successfully negotiate transactions

Understanding of the critical value of effective communication

Develop skills and techniques to communicate and negotiate effectively

Understand the various levels and components of communication

Identify and model communication systems in a procurement context

Knowledge of essential negotiation strategies for the procurement context

Project and time management

How personality types and psychology can guide tactics


Understand the role of effective

negotiation persuasion and

communication to key roles within

today's leading organisations.

Knowledge and techniques to

maximise your impact in your role

Practical skills to improve your

performance and enhance your

relationships with colleagues.

Improved communication and

negotiation skills.

PPgg 3377

TTRRAAVVEELL AANNDD PPRROOTTOOCCOOLL MMAANNAAGGEEMMEENNTT FFOORR PPAASS AANNDD AADDMMIINNIISSTTRRAATTOORRSS ((22 DDAAYYSS))

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The course content covers key aspects of travel management, business meetings arrangements and protocol management.


Experienced and new PAs, Administrators as well as others involved with managing the protocol and travel

needs of senior level personnel and anyone else with a need to understand protocol and travel management.


This programme will equip delegates with the knowledge, skills and competence they need to execute their

role effectively. Participants become aware of the key aspects of protocol and learn to appreciate the

requirements for arranging business travel. They will also be able to conduct exceptional recovery planning

and develop strategies in planning, organising and managing as part of their protocol duties as well as draft

an outstanding contingency plan for their organisation.


Business Travel Requirements

Immigration Regulations and Requirements

General Travel Management

Understanding and managing diversity

Planning, Organisation and Management or Protocol Duties

Improving personal effectiveness, time management and multitaskiing

Understand International Business protocols - Business manners, introductions, handshakes, common courtesies etc

General Protocol Management - Pre-visit research and preparation: transportation logistics planning, managing airport transfers, meet and greet assistance, co-ordinating airport pick-up and drop-off, appropriate and inappropriate conversation topics, Hotel accommodation, professional attire etc

Communication (verbal and non-verbal) skills

Relationship management, and delegating successfully

Problem solving/planning and decision making


Identify the requirements for

arranging business travel

Develop strategies in planning,

organising and managing as part of

their protocol duties

Exhibit a heightened understanding of

the concept of general protocol

management

Conduct an exceptional recovery

planning and protocol

Be aware of the key aspects of

protocol

Formulate corporate strategies

pertinent to the operation of their

organisation

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This programme will help leaders expand their perspective and gain insight into the interdependencies within organizations, the effect of decisions over time,

and how to stay a step ahead of the competition.


Senior and Executive management level teams saddled with the responsibility of leading this function within

their organisation.


This programme will open up participants to new horizons on leadership and expose them to a broad range of

models, ideas and experiences. Our approach is unconventional and this is deliberate – to challenge your

assumptions and beliefs and encourage deep, creative thinking about the leadership issues you face. In five

days, we equip participants with the ability and confidence to use the tools and language of finance such as

business appraisal, funding methods, corporate governance and financial decision making knowledge to

influence critical strategic decisions in the boardroom.


Strategic Planning Under Uncertainty

Value Growth and Flexibility Using Real Options

Influence and Leadership

Strategy Execution

Ongoing Performance Management

Situational and stakeholder analysis techniques



Sharpened ability to think strategically

Skills for competitive advantage and

positioning

Expanded leadership skills and increase

in capacity as a trusted advisor

Skills that enhance and strengthen

financial acumen

Ability for more effective operation

execution

Creative thinking and opportunities to

position your company for the future

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The Investment Banking Masterclass covers the major capital markets activities and introduces participants to the roles, functions and divisions within investment

banks and investing institutions. This is an invaluable course that will equip you with the knowledge required to succeed in a highly competitive market.


All middle to senior level personnel within the financial service sector seeking an excellent career in Investment

Banking


This programme will serve as a guide to anyone working in the Investment Banking sector looking to acquire a

sound end to end understanding of Investment Banking business. It has been designed to provide a broad

overview of investment banking and capital markets. The precise content of the course is structured to meet

the requirements (and knowledge level) of individual course participants.


Understanding an Integrated Investment Bank

Buy-side vs. Sell-side Functions

Institutional Investors

Financial Markets

Portfolio Management

Mergers, Takeovers and Acquisitions

Risk Management

Investment Management

Commodity and Equity derivatives

Hedging against Inflation



Sound knowledge of investment banking

Understanding of Capital Market activities

Ability to identify causes of inflation and

precautions to be taken

Ability to identify sources of risk and

acquisition of risk management skills

Knowledge on new trends in the

Investment Banking world

Sound knowledge of mergers, takeovers

and acquisitions

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This programme is a 4-day leadership and management skills development course for the PA. Its curriculum is also broadened to address the needs of

experienced management support personnel within both the public and private sector. The April run holds in Dubai while the October run which holds in London

is scheduled to coincide with the National PA week in the UK and participants get to attend the National PA Day event at the Olympia, network with their peers

from various countries and gain from their breadth of perspectives and experience.


This course is a suitable development programme for Personal Assistants, Executive Assistants, Administrators

and Office or Practice Managers whose roles all include support for very senior leaders in the public and

private sector.


This is an offshore leadership and management development programme designed to provide Executive PAs

with a sound grasp of complex issues involved in management. Participants will acquire high level leadership

and management skills enabling them support the senior executives they work with better and equip them to

transit into other senior roles within their organisation. An opportunity to review the management of their own

careers and develop a career map for the future is also presented to the participants.


Understanding Leadership in the Workplace

Corporate Strategy

The Managers Role in Organisational Culture

Managing Upwards

Communication, Influencing and Questioning Skills

Emotional Intelligence and Creative Thinking

Managing Change and Measuring Performance



Essential skills and capabilities to lead in the workplace

Understanding of personal effectiveness in order to maximise performance

Enhanced work relationships through understanding, trust and respect

Effective communication skills and interrogation skills

Discovery of your leadership style to enhance your performance

Ability to ascertain the value of others through effective teamwork

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This course provides a broad-based, practical introduction to the key ideas, techniques and overall competencies needed to manage effectively and

productively, in modern organisations in any part of the world.


Top Executives and Senior Managers who are looking for a more realistic approach to the use of the full range

of strategic management skills.


The course combines aspects of organisational and management theory, a pragmatic approach to the realities

of day-to-day work life whilst taking into account the factors impacting on the organisations and countries

represented in the seminar room.


Initiating the Strategic Planning Process

Developing Greater Customer and Output Focus

Time Management and Priority Setting

Clarifying and Implementing Organizational Mandates

Situational and Stakeholder Analysis Techniques

Exploring the Role of Leadership and Management to Ensure Achievement of Objectives

Developing Business Plans; Monitoring and Evaluating for Results

Analyzing External and Internal Factors Driving Change; Developing Readiness for Change

Building and Managing Dynamic Teams

Analyzing the Current State of the Organization, Developing Appropriate Strategies for Change,

Managing Staff through Change



Understanding and the use of strategic

planning tools

Ability to constantly anticipate and

respond speedily to changes within your

organization

Ability to initiate a strategic planning

process

A range of analytical tools to help

identify the cause of problems

Appropriate strategies for greater

personal, team and organizational

effectiveness

Ability to work with others to bring about

improved efficiency

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We work with organisations to set up and deliver retreat programmes ranging from one day meetings to multi day executive level management retreats, sales

meetings, HR Strategy workouts and team building programmes. Strengthen strategic clarity, focus, performance, team working and sales effectiveness within

your organisation with a retreat programme.


Our retreats are deal for building any of the following teams;

The Management team

Marketing teams

Operational teams

Strategy teams

HR teams


Our expert facilitators work with you and your team away from your office location so everyone can

reflect as a team and think through longer term growth strategies and tactics for their area of business or

function. Using a variety of tools we help groups to collectively attack issues which may be slowing down

their progress and effectiveness be it teamwork, performance or creativity and innovation issues.

We provide facilitation and handle all logistics so your team can focus on the outcomes they want achieved

at the retreat. In our experience, the right retreat environment is crucial to stimulating group effectiveness

and creativity so we ensure meetings are held at interesting locations with comfortable surroundings and

excellent accommodation within and outside Nigeria.

Take time away to reflect and think through

current issues and challenges, your strategic

direction, innovative ideas and future growth

strategies.


Different from most management or

team building retreats, our team’s deep

background in industry and extensive

facilitative experience enables us

achieve outputs which are strategic

enough to provide directional consensus

and tactical enough for everyone to

leave the meeting with specific

deliverables and assignments which

they can execute almost immediately.

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The programmes detailed above are just a few of the learning interventions we deliver at Peoplesource Consulting; to find out about course fees, faculty,

detailed outlines and our capabilities or to request our full services brochure, please get in touch with us through the contact details below.

Our firm has strong affiliate relationships with Inspired Concepts Limited, a management consulting and training firm based in the United Kingdom, Indigo

Training, the Europe licensee for De Bono training programmes, Goldisc UK and Peoplekeys Inc. USA, providers of the DISC Insights range of personality

profiling products, MOL, the CIPD UK’s leading UK center international programmes partner, SHL, the leading global candidate assessment tool,

SalesAssessmen.com, the leader in Sales Talent specific assessment and many other institutions and organisations across Africa, Europe and the USA. We are

positioned to deliver value added solutions to all your learning and development needs and our team is keen to hear from you. Contact us today to discuss any

of the programmes above or other specific requirements you may have.

OOuurr AA dddd rreess ss ::

Third Floor,

13, Biadou Street, Off Keffi Street,

Ikoyi, Lagos.

PPhhoo nnee ::

08052727684, 08098216501, 08187756829, 08170464136

OOnnll ii nnee ::

www.peoplesourceconsulting.com

[email protected]

http://www.peoplesourceconsulting.com/

mailto:[email protected]

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PEOPLESOURCE CONSULTING Open Training...Developing HR Competencies for the Public Sector All Admin and HR ... Strategic HR Business Partnering Senior HR staff, HR Business Partners