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3

ICTUruhare rw’imbuga nkoranyamba-ga mu kugira abakiriya benshi – 56

Plus...

NEWS – 10

Where we have been – 29

Self Improvement – 32

Hospitality Perspectives – 35

Our frustrations – 44

Have your say – 52

They wowed us – 54

Fashion – 58

Pictorial – 60

Contents

5 astuces pour identifier le prochain membre de votre équipe - 41

ADVERTORIALS

RGB: Servcie delivery Score card 2014 - 06

SORWATHE: Producing Quality Rwandan tea for 40 years - 19

YOUR HEALTH MATTERSIn the Crossfire of a Stressed Service Provider - 48

Kwita ku muntu - 50

Fighting Breast Cancer in East Africa - 51

CUSTOMER SERVICEWaba uzi impamvu zishobora gutuma abakiriya bareka Bizinesi yawe? - 12

Rwanda vs Singapore - 14

Take Bad, or Take Worse? - 15

Umukiriya ntahorana ukuri buri gihe nkuko bikunze kuvugwa - 16

SALES & MARKETING3 vérités simples pour avoir une entreprise excellente -20

Ufite imitekerereze yagutse? - 22

Comment articulez-vous ces ques-tions ? - 24

Cover StoryMeet Kayitesi, Queen of good cus-tomer care - 27

BUSINESS MANAGEMENTAchieve Greatness with the 3 Stages of Leadership - 36

The Purpose of Business Story Telling - 37

Do You Know the Lifetime Value of Your Customer? - 38

Hire for Attitude, Train for Skills - 40

where we have been- pg29

Youth talk - 45

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PublisherSandra Idossou: sidossou@theservicemag.com

Online Editor:Simon Corden: simon@theservicemag.com

Design & Layout:Conti-net Designs Ltd: info@continetdesigns.net

English Editor:Aryantungyisa Otiti: aryantu@theservicemag.com

Kinyarwanda Editor:Gaspard Habarurema: gaspard@theservice-mag.com

French Editor:Diana Ramarohetra: diana@theservicemag.com

Marketing Consultants:Jean Paul Uwayezu: +250 788 781 562/ 788 746 061jeanpaul@theservicemag.com

Eva Gara: +250 782 029 803

Bea Umwiza: +250 788 304 226

Photography:High Media Studio: highmediastudio@yahoo.fr

Contributors:Sandra Idossou, Jean Pau UWAYEZU, John Kageche, Lansana Gagny Sakho, Gerald Mpy-isi, Betty Sayinzoga, , Efua Hagan, Solange M. Ngoga, Aretha Mut, Oliver B. Ngoga, GAN-DONOU S. Marcellin, Benson Kabugi Wamwea, Jerry O. Were, Gideon For-mukwai, Tony Ma-lyk, Shep Hyken, Claire Muneza , Jeanne MU-VIRA, Bonnie Kim.

The following organizations supported us in producing this issue:Rwandair, RGB (Rwanda Governance Board), RDB, Bralirwa, Airtel, Sorwathe, Serena Hotels, Kenya Ports authority (KPA), Select Kalaos, , Akagera Business Group (ABG), Akagera Avi-ation, Aflink.

Disclaimer:The opinions, articles and photos in The Ser-vicemag & The Servicemag On-line do not nec-essarily reflect those of the editor, publishers or their agents.

While every care is taken to ensure the accu-racy in preparing this magazine, The Service-Mag assumes no responsibility in effects risen there from and cannot accept responsibility for accidental loss of errors in articles and pictures.

The ServiceMag RwandaTel: +250 788 781 562

email: info@theservicemag.comadvert@theservicemag.comwww.theservicemag.com

KNOWLEDGE IS POWER

Hurray! We are five years old! Ifirst came to Rwanda fifteen years ago to offer

training on Quality of Service at the then Ac-cor Hotel, NovotelUmubano. It was a short visit, only a week but I still remember the resilience and the quest for knowledge in the eyes of my trainees.

My second visit was in 2007 when my husband accepted a job in Rwanda. That was the beginning of my unshaken love story with this intriguing coun-try. After he completed his contract and we moved to Gabon and later to Congo Brazzaville, I decided to continue with my work here.

Rwanda offered me the opportunity to do things I love: write, train, con-sult, paint, manage companies, become a columnist and a confirmed mystery shopper. It is in Rwanda that I got more involved in many social and sporting activities.

While in Rwanda, I published my first handbook on Customer Service before I embarked on publishing The ServiceMag. Looking back, I cannot believe it has been eight years in Rwanda and five years of The ServiceMag.

Today, I can humbly describe myself as an advocate for improved service delivery in Rwanda and in many other African countries. True, I was lucky I came to this country at the right time when the Government had decided to tackle the issue of poor service delivery. I am proud of myself because I seized the opportunity and worked very, very hard. I appreciate the constant support of my husband, the readers and the good people I am fortunate to call my friends.

Publishing a quality magazine with articles in the three languages of Rwan-da and distributing it free has been a constant challenge. Many people still wonder how we managed to survive and remain consistent with each of the 22 issues we produced. Our passion for Rwanda and excellent service provi-sion in our beautiful Africa has been the real backbone of our work.

Throughout these five years, we did not become financially richer with the magazine but we are immensely proud of the impact the magazine has on the entire business community. I must confess though, that publishing this magazine has been the most difficult job I have done in my entire profession-al life. For each single issues, it was a struggle to get advertisers onboard and achieve the quality we aimed at especially as we rarely had sponsors to support us.

Now it is time for The ServiceMagto move to another level under new man-agement and continue to sensitize for improved service. The level of service delivery in Rwanda is still very low and it is important that many SMEs em-brace good business practices.

As for me,it is time for me to move on to other projects. Obviously, I will still have to work very hard on my new plans but I am optimist because this mag-azine has been the best school I could ever dream of in terms of learning. Rwanda will forever be with me and I will fearlessly continue to advocate for Rwanda no matter where I am an in any new capacity I find myself in.Farewell! May God bless you!

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6

The quality of Service deliv-ery which is a fundamen-

tal obligation of government and private sector underlines accountability and transpar-ency, responsiveness and fairness, participation and inclusion across all sectors. It engages service provid-ers and service users; gov-ernmental or private sector institutions and the general public.

Quality of Service Delivery indicator measures the abil-ity of the central and local government to provide vital services to the population in a citizen-centered manner. Sufficient quality, standards of services received, account-ability and transparency in the domains of Local Gov-ernment, Justice, Health, Ed-ucation, Land, Agriculture, Water and Infrastructure; inspect the satisfaction of the citizens with the ability of the public and private sectors in Rwanda to serve the needs of the public.

In the context of RGS 2014 edi-tion, the Quality of service de-livery is assessed through the clusters of the Government programs, namely Local Ad-ministration, Justice Sector, Social Sector (Health and Ed-ucation sectors) as well as Economic Sector (Land, Ag-riculture and Infrastructure Sectors).

The Government of Rwan-da and other stakeholders remain convinced that the Quality of Service Delivery is important in building the con-fidence of citizens towards

public offices. Effective Ser-vice Delivery is also crucial in attracting investors and stimulating spending.

Since 2010, RGB has been conducting a perception survey on the satisfaction of citizens on service delivery. Each year, results are pub-lished in the Citizen Report Card (CRC) and are used to feed the Rwanda Governance Scorecard (RGS). Considering the poor performance of the service delivery indicator in the previous RGS, significant efforts were deployed by rel-evant institutions to improve customer care in both the public and private sectors.

In the public sector, the Min-istry of Public Service and Labor (MIFOTRA) recently ini-tiated a reform program re-quiring all public institutions to set up “service charters” which clarify the categories of services rendered by insti-tutions, indicators attached to them, and the commit-ment of institutions for quick, transparent and accountable delivery of the service.

This is a clear demonstration of the commitment of the Gov-ernment to ensure quality of service delivery in public in-stitutions. In the same line, the Unit of Monitoring and Evaluation of the Rwanda Governance Board (RGB) has initiated a pilot study to as-sess the level of service deliv-ery in the public sector.

In addition, RGB, through its popular Mobile School of

Governance (MSG) has mo-bilized district and sector officials for better service delivery to citizens who are considered integral custom-ers of the Government, espe-cially at local level. On the other hand, the Rwanda De-velopment Board (RDB) has initiated various campaigns to encourage business people to consider customer care as a source of bigger profits in their daily business. These in-clude the radio and newspa-per campaigns, such as, the “Na Yombi” campaign, the customer care tool kits and others. Results of these initia-tives are undeniable.

It is important to note that only the public sector has been assessed in the three versions of RGS, but it is hoped that data on the status of service delivery in the pri-vate sector will be availed for inclusion in the next score-

cards. TSM

TABLE 1:Data, source, scores and rating of the Quality of Service Delivery.

ADVERTORIAL

7

Indicator Sub-indicator Scoring Quality of Service Delivery

Service delivery in Local Administration 71.1% Citizen Satisfaction in Local Government service delivery

63.1%

Expert’s satisfaction with service delivery in Local Government

79.1%

Service Delivery in Justice Sector 74.75% Expert’s satisfaction with service delivery in Justice sector

82.13%

% of citizens expressing satisfaction with service delivery in justice Sector

61.6%

Citizens satisfaction of Abunzi 57.9% % of citizens satisfied with service delivery by MAJ 79.4% Service Delivery in Social sector 72.79% Health Sector 75.10% Education Sector 70.48% Service Delivery in Economic sector 69.39% Land Sector 73.62% Agricultural Sector 63.70% Infrastructure 60.55% Customer care in service sector 79.71% Indicator Overall score 72%

ADVERTORIAL

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Please submit your comments and suggestions at editor@theservicemag.com Ese mwakunze inyandiko tubagezaho? Turabasaba ngo muduhe ibitekerezo kuri editor@theservicemag.com

READERSLetters

Je vous félicite du bon boulot que vous faites. Ce que vous faites est très important pour un pays qui veut une économie basée sur la qualité de service. Didier

J’aimerais déjà complimenter le travail que vous fait-es, qui fait réfléchir et se ré-organiser au niveau des services au Burundi. C’est parfois par les critiques qu’on s’améliore. Jess Nkurikiye

Mu by’ukuri iki ni ikinyamakuru kidasanzwe kubera ukuntu gikubiyemo inkuru nyinshi kandi zigisha.Jyewe ndanabakurikira kuri facebook na twitter, mutu-ma ibigo bimwe na bimwe bidusubiza mu gihe tubiken-eye cyane. Mukemereze aho. Eliane

The ServiceMag is playing a very important role in building a successful business sector based on best ser-vice delivery. I salute you.Francis

Muraho? Nasomye ikinyamakuru cyanyu mbonamo ibintu bitangaje ntatekerezaga kubona mu kinyamakuru icyo aricyo cyose. Nungutse ubumenyi bwinshi bwamfasha gutangira no gukomeza umushinga. Uretse kuba abanyamakuru, muri n’abarimu beza. Tubifurije gukomeza. Gusa ntituzi uko twa-bona iki kinyamakuru kuko twagisomye tu-gitiriye abandi. Murakoze. H. Viateur

Hello! I’m Jonathan Bright and I’m 19.I just read one of your incredible articles in the Service Mag ‘change is possible’, it raised my standard as I found out how incredibly inspiring it is; as it matches to my ultimate dream; I believe that once one decides to fo-cus on a goal and yearns for; all universe conspires in helping her/him to achieve it. I started committing myself to that, and ac-tually thought if we could discuss about so I could learn more from your amazing wis-dom. Thanks for your obliging. Wish you a fulfilled year!Jonathan Bright

LETTERS

“Ne demandez pas ce que votre cli-ent peut faire pour vous mais ce que vous pouvez faire pour vos clients.” - Faith Popcorn

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FOR FURTHER INFORMATION PLEASE CONTACT:Kigali Reservations: Tel: +250 252597100 / +250 788184500

Fax: +250 252597101 Email: kigalireservations@serena.co.rw

Website: www.serenahotels.com

Faultless service and understated quality

KIGALISERENA HOTEL

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From January 21st -27th 2015, Serena Hotel in Kigali or-

ganized a staff training on Food Safety Management Systems provided by Farm to Fork. The training covered an international concept known as HACCP (Hazard Analysis Critical Control Points).

The concept is a risk and hazards assessment in a food production system starting from the production place to the consumption of the food.The training was provided by Farm to Fork in order to reduce risks and hazards of food endangerment form production to consumption. After the training, a system management team was put in place from the managerial to the bottom level staff. Of the 38 staff who attended the 7 days training, only 23 graduated as the graduation note was 60% of the entire

evaluation which included practical and written tests. This training was more prac-tical than theoretical as the staff were being trained and implementing it at the same time.

Speaking to The ServiceMag, Charles Mbuia, the Country Manager of Serena Hotel said that Serena hotels as a group has put systems in place to sustain the group both inter-nally and externally. Mr. Mbuia also mentioned that this training is second-ary because last year Sere-na hotel Kigali was Certified by SGS (Société Générale de Surveillance), the world’s leading inspection, verifica-tion, testing and certification company. Established in 1878, they are recognized as the global benchmark for quality and integrity.

Mr. Mbuia, who is the vice-Chairman of the Ho-tel-Keepers’ Association in Rwanda, believes this is a very good training for all hotel staff. He said they are in talks with PSF and Trade East Africa to allocate small budget to this training to other hotels in Rwanda and in March this year they will start the same training with City Hotels.

Epimaque Nkusi, is one of the certified staff and believes this training will help Serena serve safe food to its guests as now they have the a sys-tem in place to control the quality of food from the pro-

duction phase. TSM

jeanpaul@theservicemag.com

By Jean Paul UWAYEZU

NEWS

Food Safety Certification at the Serena Hotel

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Mu mezi abiri ashize nari I Bujumbura mu gihe cy’imin-si ine, natangajwe (narumiwe) na serivise nahabwaga.

Nagize amahirwe yo kuguma muri Hoteli imwe yigenga iri mu mugi (Bujumura) aho nahawe serivise nziza cyane. Nagiye nanone ahandi hantu, mu kigo cya Leta ariko kinigenga, aho nagize igitekerezo, nabaye kirogoya. Bamwe mu bantu twa-huye bakora aho bakoraga gake cyane ku buryo byatumye numva meze nkaho ntacyo ndicyo kuri bo, nkaho ndi kuba-naniza.

Byanditswe na Sandra IDOSSOU

CUSTOMER SERVICE

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13

Abo bakozi ntabwo bari bafite ikinyabupfura

gike gusa ahubwo n’uburyo bakoragamo n’imyitwarire yabo byagaragaza ko nta bunyamwuga bifitemo. Muri Hoteli yasaga naho ifunguwe mu byumweru bike mbere y’uko mpasura, yari ifite serivise ziteye ubwoba kan-di yari ahantu heza cyane. Ubwo nashyiraga ku rubu-ga nkoranyambaga ibyo na-huye nabyo, umuntu umwe yansubije ko ari uko i Burun-di batanga serivise, n’undi nawe angira inama, mbya-kira uko biri mu gihe hari abandi bantu batishimiye kuba narashyize ku karuban-da iyo mikorere itari myizaKwakira neza abakiriya ni kimwe mu bintu by’ingenzi bigize Bizinesi ishaka kwagu-ka, ni na ngombwa kandi ku gihugu icyo ari cyo cyose gishaka kwigira. Ikibabaje cyo kumenyekana mu mitan-gire mibi ya serivise ni uko abakiriya bahora babyibuka kurusha ibyiza bahawe, ni ukuvaga ko abakiriya bibu-ka serivise mbi bahawe kuru-sha inziza. Ingufu BIPA (Bu-rundi Investment Promotion Authority) bakoresheje bam-pa serivise nziza nabifashe nk’ibisanzwe kandi bizibagi-rana vuba cyane.

Hagendewe ku bushakashat-si bwakozwe ku mitangire myiza ya service, 68% by’aba-kiriya bareka cyangwa baci-ka ahantu cyangwa kuri Bi-zinesi kubera imyitwarire y’abakozi, 14% kubera ko ibyo bashaka bidahagije, naho 9% bacika kuri Bizinesi kubera ko zabaye nyinshi.

Ubushakashatsi kandi bw-erekanye ko 5% by’abakiri-ya bareka Bizinesi kubera imibanire mishya bagiranye n’abandi bantu bakabajyana ahandi, 3% bayireka kubera ko bimukiye mu kandi gace

hanyuma 1% bayireka kubera urupfu.

Ese birashimishije ko 68% by’igihombo muri Bizinesi yawe byaba ari umusaru-ro uturuka ku mico itandu-kanye no kutita ku bakiriya kw’abakozi? Abakiriya ba-zajya ahandi kubera seriv-ise mbi zitangwa n’abakozi batita ku bakiriya, cyangwa se badashoboye kubitaho cy-angwa batazi uburyo bakira abakiriya.

Ba nyiri Bizinesi baken-eye kumva ko batagomba gushyira uwariwe wese muri Bizinesi yabo kubera ko bafitanye isano cyangwa ubucuti. Abakozi bagomba kuba bafite ibyo bujuje muri Bizinesi runaka cyangwa iki-go runaka nk’ibikorwa bya-bo, imyitwarire ibaranga, umwete ku kazi, ibyo byose ni ibyo abakiriya bazagen-dereho bagaruka.

Umuyobozi wa Bizinesi cy-angwa se nyirayo, menya neza ko buri kimwe cyose kigenda neza, umenye aga-ciro,uburyo n’ inzira bicamo ndetse n’uko abakiriya ba-hawemo ibyo bifuza n’ikiz-ere ku bakozi bawe..Takaza umwanya n’amafaranga mu gutoza abakozi bawe, n’igihe ibibazo bivutse, menya uko ubibakemurira kandi neza, ntugire uwo utonesha.

Wibuke ko umukiriya umwe utanyuzwe abimenyasha abandi 10, bityo rero mu-cunge neza ko ikigo cyanyu kitarimo gusiga isura mbi Ig-ihugu.

Biratangaje cyane kubona 68% by’abakiriya bataka-ra muri bizinesi kubera ko abakozi batita ku bakiriya, usanga ari ba ntibindeba im-bere y’abakiriya. Abakiriya bimukira ahandi kubera ko

bahawe serivisi mbi n’aba-kozi usanga batita ku bakiri-ya, badashoboye cyangwa batazi gufata neza abakiri-ya.

Abafite bizinesi bagomba kumva ko batatoragura umuntu ngo bamushyira ku mwanya uyu n’uyu kuko ari mwene wabo cyangwa incu-ti. Abakozi ni yo nkingi ya bi-zinesi cyangwa y’ikigo kuko ibikorwa byabo, imyifatire, n’ubushake mu rwego gufa-sha ibyo ni byo bizakurura abakiriya.

Nkukuriye cyangwa ufite bi-zinesi ugomba kumenya ko inzira ibintu bicamo, ibipimo bigenderwaho, uburyo buko-reshwa byose biba bigamije gutuma abakiriya bishimi-ra serivisi kandi bagahora bagana serivisi ubaha. Iyo hari umukiriya ugaragaje ikibazo ugomba kugekemura nta nkingimira, ntukamufate nkaho akwanga.

Ugomba kumenya ko umukiri-ya utishimiye serivisi wamu-haye abimenyesha abandi 10 ugomba guhora witwararika ugakora ku buryo udatanga isura mbi kuri iki gihugu cy-

iza gutya. TSM

Umwanditsi atanga amahugurwa mu kwakira abakiriya neza akaba afite ikinyamakuru cyitwa The Ser-viceMag, cyandika ku bijyanye no gutanga serivisi nzisa. sidossou@theservicemag.com

CUSTOMER SERVICE

14

For several years Rwan-da has been extolled for

being the best reformer in the ‘ease of doing business’ index. Quality customer ser-vice is fundamental to any business and is critical to the service sector. Unless we dra-matically scale up the cus-tomer serviceexperience our efforts in improving “ease of doing business” will have been a waste of resources.

Singapore has held the top spot in the world for several years because quality ser-vice is a national culture. The same can easily be imple-mented in Rwanda. Not long ago it was a common thing for people to spit and throw rubbish in public. When the city authorities planted palm trees and green grass along our streets men and women of the local defence force had to be hired to prevent people-from walking over the grass and trees despite designated crossing points.

Today anyone who tries to do these things will face cit-izens’ arrest. Cleanliness– an attitude central to social and economic development, has become a national culture.There is therefore no reason why exceptional customer service cannot become a na-tional culture just like it is in Singapore. All we need is a new mindset, basic principles and a system to ‘encourage’ us to respect them.

Many people have the mis-taken perception that great customer service is the sole responsibility of employees.

Total quality service involves among other things a custom-er centred mindset of both the employer and employee, a people development poli-cy, an empowered employee workforce, customer focused procedures and standards, professionalism, infrastruc-ture and technology. These are the policies and attitudes that Singapore has been practicing for years and which have made it the num-ber one in the world.

The importance of quali-

ty service is too critical for business growth and a country’s development to be left unregulated. Just as the financial sector is regulated by the central bank and the health sector by the Ministry of Health,a gov-ernment agency should be established to regulate service delivery in the country. Countries whose lev-el of service delivery is persistently high have such policies.

Supervision of junior staff to ensure quality service is a standard practice. One of the most glaring rea-sons for poor service in Rwanda especially in the hospitality industry is lack of supervision by manag-ers. I was sharing coffee with the Country Manager of the Serena Hotel once and his eyes kept darting from one table to another. When I asked him why he was doing that, he told me that any time he is

By Gerald Mpyisi

CUSTOMER SERVICE

15

I have been meaning to write this article for some time

but it was not until I read a Facebook post from a friend that I decided to finally get it done. The post read: “It is better to have a consistently mediocre product than hav-ing a product whose quality is inconsistent”. I don’t know if I am a naively idealistic guy but I find statements like these outrageous.

To help you relate to the idea, allow me to paint this pic-ture: you are looking to open a bank account. Bank A has a relatively good penetration, with branches in various lo-cations in town. However, its banking halls are always crowded. In fact, you won’t be able to withdraw your 20,000 Rwandan francs, un-less you take a half-day off.

Now that the idea of queuing for hours for a simple inqui-ry such as readiness of your checkbook doesn’t appeal to you, you consider Bank B to be a better alternative. The problem is Bank B’s ATMs are out of service 60% of the time. From your friends, you hear that Bank C has quite a good service, but the issue is their inconvenient working hours.

Bank C closes at 6PM on weekdays (you finish work at 5:30PM), and 1PM on Sat-urdays and is closed on Sun-days. As for Bank D, it is well-known for a terrible customer service, therefore no need to get pissed off at 9 o’clock in the morning. Thus, this whole

bank quest becomes a night-mare. The same picture can be painted for mobile tele-communication companies, insurance firms, motor vehi-cle garages, eating places and restaurants, etc.

The underlying problem is having to choose between the bad, the worse and the worst. I believe this theory is a deep disrespect for custom-ers. Things need to change. Change will start with us, the customers, refusing to settle for these bad offers and de-manding what we truly de-serve, the best service, not the least bad.

Rwanda is known to have made tremendous strides on various fronts; something we are all proud of. However, we still have a long way to go as far as quality customer ser-vice is concerned. And this is hugely critical given that the country is capitalizing on the services sector to achieve a

middle-income status. TSM

To be continued…

The writer is Business Development & Research Manager East Africa ExchangeWebsite: www.ea-africaexchange.com; E-mail: o.ngoga@ea-africaex-change.com; Twitter: @owleeva

outside his office he takes on the hat of a supervisor to ensure every client is well taken care of. This was despite the fact that there were supervisors around.Finally, a system or forum should be put in place by the regulator whereby citizens can air their custom-er service experiences. There are several avenues for such a system including institution or company website, radio/TV chats and social media. Once citi-zens are sensitized and given an opportunity to com-plain companies and public institutions will listen.

In today’s competitive customer-driven business world, as a nationour key competitive edge is a na-tional customer service culture. It does not matter whether we see ourselves as ‘lion’ or ‘gazelle’, when dawn breaks we better be running. gmpyisi@yahoo.com

By Oliver B. Ngoga

CUSTOMER SERVICE

16

Kanguka, va mu nzozi. Aban-tu bakunze kwibeshya

bibwira ko umukiriya ibyo avuze byose bigomba gufat-wa nk’ukuri- ibyo bishobora kubaho rimwe na rimwe. Iyo ubifashe gutyo bishobora ku-gira ingaruka ku bucuruzi bwawe ndetse na we bikaba byamugwa nabi.

Dufate urugera nka banki yifuza porogarmu ya mu-

Byanditswe na John Kageche

CUSTOMER SERVICE

dasobwa. Icya mbere ba-kora ni ugushaka ibisabwa bakabisaba uzabikbakorera, bakamubaza bati ese wifu-za iki kuri iyi serivisi? Aho ni ho amakosa atangirira. Icya mbere bashaka ni ukwegera abaziyekenera bakababaza ibyo bifuza bagira bati, “mu-rifuza ko twabakorera iki?” aho ni ho kwibeshya biba bi-tangiye.

(Utera uburiza arabwibanza). Abantu bakunda gukora ibibabereye mbese bakunda kwikururi-ra. Kuko nta buryo bwa gihanga bwo gukusanya ayo makuru (kuko icya mbere abantu bakora ku mpinduka ni ukubanza kuyanga) ibyo umukiri-ya yifuje ko iyo porogaramu yaba ifite usanga ari we bibereye aho kugira ngo bibe binogeye ikigo. Ibisabwa byose kuri iyo porogaramu bigomba kuba bigaragaza ko ikenewe kandi ko ari nziza. Icyo kigo gikora porogaramu kitare-ba kure ni cyo gihabwa aya mabwiriza agamije kubona igisubizo ku bikenewe hanyuma kigahita gishakira igisubizo hanzeku bandi. Kuko ikiba-

17

zo kiba cyizwe mu buryo butari ubwa gihanga, ibigo by’ikoranabuhanga bifite ubumenyi bivu-ga ko bitajya bifata ibisabwa n’abakiriya uko bije kose. Birashakisha, bigacukumbura hanyu-ma bigatangira bigakora. Ibigo bifite ubuhanga bitera indi ntambwe bikaba ari byo bishakisha ibisabwa kugira ngo akazi gakorwe. Biba bizi neza ko umukiriya ashobora kugusaba icyo umu-korera hanyuma byarangira ugasanga Atari cyo yashakaga.

Umukiriya twamugereranya n’umurwayi. Iyo ugiye kwa muganga uba ufite ububabare. Ha-

nyuma umuganga na we akishakishiriza: “ ni he wum-va ubabara? Byatangiye ryari? Ese urababara ahantu hamwe cyangwa ni hose? Ese ubabara nijoro cyangwa ku manywa? N’ibindi n’ibindi. Umurwayi ntiyigera abwira umuganga ikibazo afite uko giteye uko umurwayi nta cyo aba azi neza; icyo aba azi ni ibimenyetso. Ariko kuko ubuvuzi ari umwuga wa bake, usanga umuganga aba ameze nk’umuyobozi kandi ububabare bw’umurwayi us-anga umuntu aba afite uko abwumva ku giti cye naho umurwayi aba agomba ku-bahiriza amabwiriza ya muganga. Ikibabaje ni uko mu kugurisha atekereza ko afatwa nk’igicucu niyemera ko hari ibyo atazi, umukiriya yerekana ibimenyetso by’in-dwara nk’ikibazo afite ha-nyuma wa muntu ugurisha ugasanga aharanira gushy-ira mu bikorwa ibyo yasa-bwe n’umukiriya akabimira bunguri uko yakabihawe ha-nyuma akagera ku gikorwa abona ko atishimiye.

Umukiriya ntaba buri gihe afite ukuri ariko ni umwami. Kuko icyemezo cyo kugura igicuruzwa gifatwa hashingi-ye ku byifuzwa bitari byo, nyuma bikagaragara ko At-ari byo byifuzwaga. Ni nde twavuga ko atakoze neza? Mwaba mwarabisuzumye! Ukora ingoma ayikora akurik-ije uko umurishyo uzamuryo-hera. Umuguzi ntazemera kugura ibigaragaramo ama-kosa ahubwo azabyanga.

Ugurisha iyo abonye ikosa yihutira kwisobanura akishy-ira aheza akareba ibisabwa mu isoko bamuhaye kugi-ra ngo yikure mu kibazo, hagatangira akazi ko ku-bikosora. Ibyo bitwara igi-he n’amafaranga. Mu gihe gito ugasanga umukiriya yatangiye guhahira ahandi kuko aba yigiye ku makosa wakoze ( afatanyije n’ugur-isha mushya w’umuhanga) agahita akemura ikibazo aho kwita ku bimenyetso nkuko wabikoze mbere.

Ubutaha nuba uri umukiri-ya, uzitonde ushakishe, uzasanga ikibazo atari uko umukiriya atabihuguriwe nkuko bikunda kuvugwa ahubwo usanga ikigo ki-gomba kwitonda kigashak-isha kugeza ubwo kibonye abakozi badakora neza mu bucuruzi bakirukanwa.Dukurikije uko tugaragaje iki kibazo, nubyitwaramo gutyo uzaba ugeze ku ntego yo ku-bonera igisubizo ibibazo by-

ose uhura na byo. TSM

Kageche is Lead Facilitator Lend Me Your Ears-a Speech Writing and Sales Training Firms lendmey-ourears@consultant.com

CUSTOMER SERVICE

“If we can keep our competitors focused on us while we stay focused on the cus-tomer, ultimately we’ll turn out all right.” - Jeff Bezos

18

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• PASSION

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• MANGO

• ALMOND

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A RWANDA MADE Quality liqueur made

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Nothing beats the natu-ral and refreshing taste

of Rwandan tea grown in the Northern Province of the country.

Sorwathe’s finest blend has been bringing out the rich aroma of true Rwandan Tea for the past 40 years, a feat no other tea company in Rwanda has achieved yet.

The past 40 years have been of continuous development of the Plantation and factory and the creation of a sustain-able culture for the sector’s stakeholders.

Sorwathe produces CTC and Orthodox Black and Green tea, Organic tea, semi-fer-mented tea and specialty tea like Silver tips and white teas. It also has a range of value added tea packs and almost 9% of its tea is sold in a value added form.

Being the first private tea factory established in Rwan-da in 1975, it employs around 2500 workers directly and purchases leaf from 4,500 small tea farmers. The small tea farmers are all members of the Assopthe Tea Coopera-tive. Today, Sorwathe produc-es around 3,000 tons of tea annually which accounts for around 14 per cent of Rwan-da’s total tea production.

The company has indeed transformed the lives of the people of Kinihira, Rulindo District where the factory is located by facilitating the construction of schools, wa-ter projects, a computer lab and granting scholarships to deserving students.

Sorwathe won the gold med-al at the fifth North American Tea Conference in September 2014 and the award for the “Best Green Tea in Africa at the 2nd Africa Tea Conven-tion held in Kigali, Rwanda in September 2013.Sorwathe also won the Award for Cor-porate Excellence (ACE) in 2012.

The company has also at-tained a number of certifica-tions during the years which include ISO 22000:2005 – Food Safety Management systems, ISO 9001:2008 – Quality Man-agement Systems, Ethical Tea Partnership Partner, and the Rwanda Bureau Standards certification for Black and Green tea.

Sorwathe makes the best cup

of tea! TSM

• LEMON

• PASSION

• COFFEE

• MANGO

• ALMOND

Isamaza Ibasusurutse - Keep smilingManufacturer: Contact Trends Ltd., Kigali - Rwanda.

A RWANDA MADE Quality liqueur made

from natural flavours, local fruits and produce

INTRODUCING

Make a point of asking for it!

Available at selected

hotels, restaurants and clubs

ADVERTORIAL

20

Un défi majeur auquel nous sommes confrontés

aujourd’hui est l’absence d’abord de la performance et ensuite de l’excellence. Nous « ratons » en gros le recrute-ment. Ensuite, nous pensons que les collaborateurs ont un problème de motivation et d’appropriation de la vision et de la stratégie de l’entre-prise ou même de formation. Ce sont en fait des défis sec-ondaires ou si vous voulez ces défis sont la conséquence de notre capacité en tant chef d’entreprise à savoir qui faire monter dans le bus de notre organisation. Selon Jim Collins, il y a trois vérités sim-ples mais essentielles qui font les entreprises excellentes.

I. Recrutement : Commencer par QUI avant QUOI

La plupart d’entre nous ai-mons faire rêver nos collabo-rateurs et leur promettre des retombées afin d’obtenir leur adhésion et engagements. Ce qui n’est pas une mauvaise chose en soi. Mais depuis que j’ai découvert les travaux de Jim Collins, ma conception de la motivation et des employés a complètement changé. Col-lins dit : « avant d’indiquer la direction où vous irez deman-dez-vous d’abord qui peut m’accompagner ? ». Je pense qu’il a raison. Rappelez-vous quand vous rencontrez une personne, votre première intention n’est pas de vous marier.

Vous pensez d’abord que c’est quelqu’un de bien, vous aimez ses yeux, sa démarche, etc. Au fur et à mesure que vous fréquentez la personne, vous envisagez plus : mariage ou autre. Si vous commencez par les cadeaux vous condi-tionnez la personne car le jour où les cadeaux et les sorties ne seront plus là, il/elle vous quittera. Mais si la personne vous aime au départ pour ce que vous êtes, les présents viennent augmenter et soutenir les sentiments. C’est exactement la même chose dans l’entre-prise. Maintenant, comment faire face à ce genre de per-sonnes ? On ne peut pas les renvoyer. ( article Réussir la délégation)

• Vous devez faire un inven-taire des compétences dont vous disposez dans votre en-treprise

• Assurez-vous que vous avez une bonne perception de vos collaborateurs parfois nous pensons que ce sont eux le problème alors que c’est no-tre capacité à tirer le meil-leur d’eux

• Vous devez connaitre les membres de votre équipe (ca-nards, aigles, taureaux, es-cargots…)

• Investir dans vos collabora-teurs

• Procéder à un remplace-ment pour finir par avoir 80%

d’excellents et 20% de pass-ables non de médiocres

II. Bonnes personnes : Plus besoin de les motiver con-stamment ou de les sur-veiller étroitement

Il est important d’avoir les bonnes personnes dés le départ. Si vous les avez, vous n’aurez pas besoin de les suivre ou d’être derrière eux tout le temps. C’est l’his-toire d’un PDG qui recruta un homme soldat qui fut fait prisonnier deux fois pen-dant la deuxième guerre et il s’échappa deux fois. C’est le seul critère que le PDG a util-isé. Il s’est dit si ce monsieur a pu s’échapper deux fois après s’être fait prisonnier, il peut se sortir de n’importe quelles situations en tant que manager. Vous pensez qu’on a besoin de motiver une telle personne ? Non. La question est : « Comment faire pour ne pas le démotiver ? »

“L’entreprise c’est comme en amour, mieux vaut ne pas le con-ditionner.”

Par GANDONOU S. Marcellin

SALES & MARKETING

21

III. Mauvaises personnes : La vision et la stratégie ne vous sauveront pas

Si vous avez les mauvais-es personnes, vous pouvez déployer tout ce que vous pouvez comme stratégies pour faire avancer les cho-ses, il se peut que vous ob-teniez des résultats mais ils seront de court terme. Même votre vision ne leur dira rien, ils penseront que vous déli-rez. Vous entendrez des ré-flexions du genre : « C’est ce qu’il a l’habitude de dire ». C’est à ce stade que la frus-tration et le mécontentement s’installent chez le chef d’en-treprise, il a l’impression qu’il est avec des incompétents et des gens qui profitent de son entreprise.

Qui plus est, il pense qu’il les aide en leur payant des salaires (cf article 4 raisons de la contre-performance de vos collaborateurs). Il vous sera difficile d’obtenir des ré-sultats de gens avec qui vous n’êtes pas en phase. Pour sortir de là, travaillez les 5 points évoqués dans la deux-ième partie de cet article.J’espère vous avoir été utile.

TSM

L’auteur est Directeur Associé H&C TOGOm.gandonou@hcbusiness.com

SALES & MARKETING

“La meilleure des publicités, est un client satisfait.” - William Henry

22

Imitekerereze ni ikintu icyo aricyo cyose. Ushobora kum-va ibi bikomeye kubyumva, ariko wumve ko ibi bijyana n’ibyo tubamo mu buzima bwa buri munsi. Ni byiza kubanza gutekereza neza ku bintu runaka ugiye gukora, kuko bitabaye gutyo, ushob-ora kwisanga wagiye mu nzi-ra udashobora kwivanamo.

Rimwe na rimwe dushobo-ra gutekereza nabi, ariko iyo tubisanishije n’ubuzima tubamo buri munsi, ibibazo duhura na byo, amahirwe tubona, ..ariko imitekerereze ni yo ituma tubona isi uko iri ndetse n’inzira ducamo. Kugi-ra ngo tugire icyo tugeraho rero, bisaba gusuzuma byim-bitse ibitekerezo byacu kandi mu buryo butandukanye.

Imitekerereze iciriritse, aha umuntu aba yumva ibyo azi ari ibyo, ni ba bandi birata ubwenge bwabo, bakumva bashobozwa n’impano zabo mbese bumva bihagije muri byose. Nta gutekereza ko hari ikindi babuze, kuko bum-va byose babifite, abo rero nta gishya bageraho, icyo badafite bakomeza kukibura.Imitekerereze yagutse :iyi ni imitekerereze yumva ko ibyo umuntu azi byonyine bida-hagije. Umuntu uyifite yum-va ko ibintu byose umuntu yageraho, biterwa n’ubu-nararibonye ndetse n’ingufu yakoresheje, kwigira ku ban-di n’ibindi. Abantu bafite iyi mitekerereze, ntibajya bum-va na rimwe ko ibyo bafite bihagije, bumva ko buri muntu hari icyo yakwigira ku

bandi kandi gishya.Kuba bafite ubwenge n’izindi mpano, bo bumva ari nk’in-tangiriro y’ubumenyi, aho bakeneye kwiga byinshi ku-gira ngo bamenye byinshi.

Imitekerereze yagutse ya-gura Bizinesi:

KUGENZURAIMPANO: Umuntu ufite imyumvire iciriritse, aba yumva umuntu avukana ubwenge n’ubushobozi runa-ka. Bidakeneye guhinduka.

Urugero niba azanye umu-kozi akabona hari ibyo atazi, umwanzuro ni ukumwiruka-na, ni ukuvuga ko we agen-dana n’abamaze kugira ubushobozi cyangwa abafite impano zamaze kugaragara.Ufite imyumvire yagutse we, yemera ko umuntu wese ashobora guhinduka no kwi-yongera mu bumenyi ndetse n’ubushobozi. Ashobora kuba afite abakozi badashoboye, ariko umwanzuro we si ukub-irukana, ahubwo abashakira amahugurwa, ku buryo ibyo batari bazi babyiga kandi bakabishobora, kuko byose biterwa n’uburambe ndetse no gukorana n’abandi bantu batandukanye.

IMIBANIRE N’ABANDI: Ufite imyumvire iciriritse, iyo abonye abandi bahatana mu kintu kimwe, abafa-ta nk’abanzi. Niba ari mu bucururzi, yumva umucuruzi mugenzi we ari uje kumuhom-bya, aho kumufasha. Ni hah-andi havuka amakimbirane, kutizerana n’ibindi kuko yumva ko hari uwaje kumu-

vundira mu bucuruzi bwe, kabone n’iyo yaba mwene nyina. Abafite iyi myumvire ni banyamwigendaho.

Ufite imyumvire yagutse we, kuba hari undi waje gu-hangana na we mu bucuruiz cyangwa mu bindi, kuri we abibonamo amahirwe, yo kuba yabonye uwo bajya in-ama mu kintu kimwe bakora, kurusha gukora wenyine. Iyo hari ikibazo, agira umura-va wo kugikemurira hamwe n’uwo bagifitanye, birushaho ubwumvikane hagati yabo. Uko barushaho gukorana , no kuganira, ni nako icyiz-ere hagati yabo cyiyongera ndetse utibagiwe n’uburyo bw’imikoranire burushaho gutera imbere.

Abafite amahirwe yo kwibona ejo hazaza ni abafite imyum-vire yagutse. Abafite imyum-vire iciriritse bazahorana im-vune, igitutu kubera guhora umutima utari hamwe. Uko yibwira ko arwanya igihom-bo, ni ko azarushaho kukite-za, kuko yirengagije kwigira ku makosa cyangwa ibibazo byamubayeho, bikamuvira-mo kubura nuko akemura ib-indi bizaza.

Gerageza kugira imyumvire

yagutse. TSM

Uyu mwanditsi ni rwiyemezamirimo ukunda guhanga udushya hana mu bitekerezo no mu bikorwa akaba aba muri Senegali . umuyobozi mukuru wa www.experts-visions.com

Byanditswe na Lansana Gagny Sakho

SALES & MARKETING

23

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L’une des questions phares que l’on me demande sou-vent dans un restaurant est la fameuse « voulez vous mangez ? ». Evidemment !

Il y a plusieurs sortes de ques-tions pour les vendeurs. Des Questions fermées pour ob-tenir des informations, ques-tions relais pour entretenir le dialogue, questions pièges pour tester un interlocuteur, etc. Voici comment maîtriser cet art de la communication qu’est le questionnement.

L’école ne nous a pas appris à poser des questions mais à y répondre, ce qui devient problématique à l’âge adulte.

Lors d’une réunion, l’anima-teur demande souvent “Avez-vous des questions ?” , mais la plupart des gens formule une opinion et non une in-terrogation. Or, d’après Tal-leyrand, une négociation avance davantage avec une bonne question qu’avec un bon argument. Interroger, c’est aussi faire progresser l’autre, le faire réfléchir, le révéler. Voici les conseils de Lionel Bellenger, directeur général délégué de Nuage Blanc Centor Idep et co-au-teur du livre « Les techniques de questionnement pour maîtriser l’art de poser les bonnes questions. »

1. Préparer ses questions

Poser une question revient à utiliser la syntaxe interrog-ative. “Vous remarquerez que l’on prépare souvent des réponses en réunion, mais ja-mais de questions, note Lionel Bellenger, ou bien des ques-tions fleuve peu compréhen-sibles.” Pour un entretien, un rendez-vous ou une réunion, il faut donc préparer une provision de questions, cinq ou six. Les formaliser par écrit auparavant permet de les améliorer. A retenir : les meilleures questions sont souvent les plus courtes. La plupart des gens maîtris-ent inconsciemment les dif-férents types de questions. Pour en prendre conscience, il peut être utile de se film-er lors d’une discussion, puis de visionner l’enregis-trement et analyser quels types de questions on a ten-dance à employer. Vous pou-vez également vous inspirer de films. Lionel Bellenger conseille la comédie “Ça ira mieux demain” avec Nathalie Baye (2000) ou encore “Douze hommes en colère” avec Hen-ry Fonda (1957). Vous pouvez également décrypter ce qui se dit à la radio, voire être attentif en réunion vis-à-vis des questions des autres et les noter.

2. Maîtriser la qualité des réponses La qualité du questionne-ment induit la qualité de la réponse. Selon la manière dont est posée une question, on aura une vision différente de l’interlocuteur et de la sit-uation. “La compréhension devient dès lors un vérita-ble enjeu notamment en ce qui concerne la capacité de voir juste et la possibilité de s’entendre” ajoute Lionel Bel-lenger En outre, la première question est souvent la plus importante car elle agit sur la suite de l’entretien.

Il existe deux manières de poser des questions. La première, à la façon d’un in-terrogatoire, repose sur un questionnement rigide, froid, directif et fermé. Néanmoins, elle présente l’avantage d’être précise, exigeante, rigoureuse et factuelle. La deuxième au contraire, basée sur un échange de type con-versationnel, est coopérative et souple mais vague. “Dans ce cas, c’est vous qui donnez la balle à votre interlocuteur, sans savoir s’il s’agit d’une bonne ou d’une mauvaise passe.” Attention, peu de gens ont conscience de la na-ture des questions qu’ils po-sent, pourtant certaines peu-vent influencer les réponses.

By TSM Reporter

SALES & MARKETING

25

SALES & MARKETING

26

3. Ouvrir et entretenir un dialogueCertains types de questions sont particulièrement effica-ces pour ouvrir un échange, initier une conversation. En voici quelques exemples :

• Les questions relais ou de poursuite : Elles sont très importantes car elles facili-tent la discussion. Repartant de la réponse qui précède, elles incitent à la dévelop-per et l’enrichir. Par exemple les formules : “Dans quelle mesure ?”, “C’est-à-dire ?”, “ Dans quel cas ?”, “Sur quels critères ?”, “ Avec qui ?”, “Par exemple ?”...

• Les questions ouvertes : Elles appellent une réponse développée. “Qu’est-ce que ?”, “Que ?”, “Quel ?”. “Comment ?” est une question concrète qui oblige à décrire de manière structurée ou bien suscite l’imagination de l’interlocu-teur. “Pourquoi ?” est sou-vent accusateur en français car posé avec une tournure négative. L’interlocuteur se met souvent sur la défensive. Il faut donc ne pas trop l’em-ployer, ou bien tourner la question de manière positive.

• Les questions miroir : “C’est faire preuve d’empathie que de les utiliser”, remarque Li-onel Bellenger. Ces questions reprennent tel quel, sur la forme interrogative, un mot ou un morceau de ce que l’au-tre a dit. “La discussion en est indolore.” Il ne faut pas en user systématiquement mais son usage est efficace.

4. Obtenir une information précise

D’autres catégories de ques-tions sont plus directes et péremptoires. Elles appellent des réponses précises et de l’information concrète.

• Les questions fermées : elles sont utilisées pour ob-tenir un “oui” ou “non” avec des formules comme: “Est-ce que ?”, “Pensez-vous ?”, “ Pou-vez-vous ?”... Ces questions se déclinent également pour les réponses à choix multiple, où le répondant n’a finalement guère la possibilité d’exprim-er sa spontanéité. Les ques-tions fermées ne créent en effet pas de dialogue mais assurent l’obtention d’infor-mations.

• Les questions informatives ou précises : “Qui ?”, “Quoi ?”, “Quand ?”, “Où ?”, “Com-bien ?”, “Lequel ?”, “Par quels moyens ?”... La réponse, d’or-dinaire unique et factuelle, peut s’avérer “indisciplinée” ou polluée par des commen-taires.

Attention, les questions fer-mées ou précises peuvent ou-vrir sur des questions répli-ques en guise de réponse. Elles sont d’ordre conflictuel et bloquent l’échange : l’in-terlocuteur répond par une autre question, de manière défensive ou pour gagner du temps dans certains cas. Mieux vaut alors mettre les choses à plat et faire com-prendre à l’autre qu’à ce rythme là, la discussion ne va pas avancer.

5. Questions délicates

Enfin, certaines questions sont d’un emploi délicat, voire négatif, bien qu’elles puissent être utiles. Il faut de toute manière les identifier pour pouvoir y faire face.

• Les questions suggestives : Elles empoisonnent et pollu-ent la conversation car elles influencent la réponse. Elles s’appuient sur des tournures interrogatives du type “Ne pensez-vous pas ?”. Cela revi-ent à faire les questions et les réponses : “Qu’est-ce qui vous gène, c’est le prix ?”, “Pas de questions ?”. On empiète chez l’autre, on pense à sa place, sans chercher à le compren-dre. “C’est souvent ce qui se passe du côté des recruteurs, observe Lionel Bellenger. La fiabilité de la réponse est mise en cause. Ces questions sont d’une grande maladres-se.”

• Les questions pièges : Elles servent à déstabiliser, mettre en difficulté, provoquer, faire douter les personnes trop sûres d’elles. “C’est André Malraux qui disait que les questions peuvent être des revolvers”, cite-t-il. Leur fi-nalité est perverse, mais elles sont régulièrement utilisées par les recruteurs, les ache-teurs professionnels, la po-lice judiciaire.

Il ne faut pas en faire une pratique systématique mais ces questions trouvent leur utilité dans certaines situ-ations comme pour voir ce qu’une personne a dans le ventre avant de la recruter. Leur usage doit cependant

être très modéré. TSM

SALES & MARKETING

“La raison d’être d’une entreprise est de créer et de garder un client.” - Théodore Levitt

27

By Jean Paul UWAYEZU

COVER STORY

27

28

Last year, I started visiting Access Bank frequently.

The first time I walked into the bank, a lady raised her hand to greet me. Because I was going fast, I heard a voice say “Murakaza neza muri Access Bank” (Welcome to Access Bank). I continued walking towards the office I was going to. After my ap-pointment, I heard a voice say “Mwakoze kuza muri Ac-cess Bank” (Thank you for vis-iting Access Bank) as I walked out. On subsequent visits, I decided to raise my hand back, and with time I decided to stop and say thank you.

Meet Kayitesi Antoinette who has won the prize for Most Consistent Service Staff (OPS) from Access Bank in recogni-tion of her outstanding per-formance.

Kayitesi Antoinette is married with five children. She has worked as Security Guard for Access Bank for three years. After her training with Inter-sec, she was appointed at Ac-cess Bank and received train-ing in customer service.

In her opinion, training in cus-tomer service is very import-ant. ‘I think trainings should be given to everyone involved in the business industry’ Kay-itesi says. ‘Managers need to invest in training their staff and spend time monitoring them to ensure that the train-ing is put into practice.’

Kayitesi says some people de-spise her job but she is gra-teul to God for giving it to her and for the stability she has enjoyed in this position.

After she received Custom-er Service training, Kayitesi decided since she was at the entrance, she would welcome

every client that walked into the Bank. “At first I was shy,” Kayitesi admits and she was often discouraged by people who did not like what she was doing, but she persist-ed. “I asked God to help me do what I was supposed to do” she says. After all, she figured, if she could wel-come guests at home and wish them a pleasant day, she could do it at work too. ‘Welcoming clients is a state of the mind, you don’t need a great education to welcome or wish a client a good day. I think it’s an individual deci-sion to make clients feel good or bad.’

“It is important to treat cus-tomers who come to the bank well because they have many choices of alternative places to go to. They come to Access Bank because they think we do things differently and I believe it’s our duty to make them want to come back” Kayitesi says. We need to make them feel that they are appreciated at Access bank’ she adds.

Kayitesi enjoys meeting the different customers that come to the bank and she is always happy when her wel-come is acknowledged. She is confident that satisfied cus-tomers will bring many more customers.

Sometimes, she admits, there are surly customers who when they are welcomed will either ignore her or give her a stern look. However, she has learnt to be patient with such customers and hope her smile will brighten their day. Kayitesi’s goal is to attain the highest, satisfying level of customer service delivery for Access and Intersec. “I want to make Access Bank and In-

tersec known by the public, at work as well as at in my neighborhood. I want people (locals and foreigners) to love Access and Intersec. I want to be the number one ambas-sador of the Access Bank and Intersec.”

She advises young people who would like to do a job like hers to love what they do and be patient, self-disci-plined and clean. Her advice to other customer service of-ficials is to receive and wel-come all people in the same professional way whether they are poor or rich.

Apart from her engaging role at Access Bank, Kayitesi loves music and enjoys singing and praying during her free time.

TSMjeanpaul@theservicemag.com

COVER STORY

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Poor service from the Notary By Aretha Mut

I got awful service from the notary (Lady) in Minijust.

I really cannot keep quiet about this one. She was rude, unprofessional and made us wait for a service she was not going to provide. She went as far as asking me if she would find me ready to serve her if she came to my office on a Friday. I hallucinated...if you are not supposed to be working on that particular day why are you at work? I told her she was being rude and she thanked me. I hope this horrible attitude chang-

es. TSM

Excellent front desk service at Hôpital La Croix du SudBy Solange M Ngoga

My appreciation goes to Marthe the lady who works for Dr. Nyirinkwayawho ensures that everyone is in the queue and gets any information a patient needs. This lady is a

perfect model of a good service provider, hardworking, loves her job and does it well too.

Compared to the receptionists at the Belgium Embassy who may be more highly educated but think that applyingfor a visa to Belgium is still a privilege likeit was in 80s and therefore

treat clients so poorly. They need to learn from this lady, she deserves an award. TSM

WHERE WE HAVE BEEN

30

Abakoresha imodoka zit-wara abagenzi mu mugi

wa Kigari kimwe n’indi Bi-zinesi iyo ari yo yose mu mugi ikora itegereje amafa-ranga zitanga serivise nzi-za, ariko itandukaniro rihari ni uko abatwara abagenzi bazi neza ko inyungu yabo ya buri munsi ifitanye isano n’abakiriya bari bubone uwo munsi kandi bakabikorera.

Kuva ku modoka ntoya kuge-za ku nini, abakomvuwayeri bo mu mujyi wa Kigali ba-kora ibishoboka byose 100% kugira ngo babone abakiri-ya benshi bashoboka. Icyo umuntu yavuga ni uko hari abakomvuwayeri bazi umu-saruro wabo uko ungana n’abakiriya babo, ibyo niz-era ko ari byo bituma batan-ga serivise nziza. Uburyo bwo gutwara abantu muri Kigali bwamenyekany-weho isura itari nziza nko kuba bwaragendaga gake, buboneka ku buryo bugora-nye nko mu gihe cy’amasaha y’umugoroba aho abagenzi barwaniraga imodoka imwe gusa.

Nk’umukiriya wa buri munsi w’imodoka, nemeza ko aba-kiriya bashobora gutekereza nabi kubera imico itari my-iza yo gutwara abagenzi mu

gihe cy’umugoroba ariko mu yandi masaha nateze imodo-ka itihuta, mbona imitangire ya serivise nziza idasanzwe.

Muri icyo gihe mbabwiye, umukomvuwayeri niwe wab-wiraga shoferi kwihuta cy-angwa guhagarika imodoka ngo ashake abagenzi bagi-ye basigara. Komvuwayeri atwaza abakiriya imitwaro akayinjiza mu modoka, ak-abereka aho bicara, kandi mubyizere ko imico nk’iyo ito-roshya namba.

Inshuro nyinshi abakiriya bibanda cyane ku bitagenda neza. Ntekereza ko ari ingen-zi gusubiza amaso inyuma tukareba uburyo turimo kwit-wara nk’abagenzi. Abakom-vuwayeri nibo rwego rwa mbere ruhuza abakiriya, bi-tyo rero iyo hari ikitagenda neza nibo bibazwa.

Mu gihe cy’amasaha atuje y’umunsi, umwe ashobora kuba umuhamya w’uburyo abakomvuwayeri batanga serivise nziza, mpamya ko bose babigeraho. Ku modoka imwe, nigeze kubona umu-komvuwayeri utwaje umuby-eyi umwana we amutwaye ku rutugu amabokoye afashe ku mu twe w’umwana kugi-ra ngo hatagira ikimukora-ho, byari isomo ryiza. Hari

nanone umukomvuwayeri umwe w’i Nyamirambo wat-wawe no gusuhuza abakiriya be ababwira ati: “Murakaza neza murisanga” akabibab-wira abasekera kandi aka-bashimira igihe bavuye mu modoka.

Ugomba kwitondera utuntu duto duto kuko ari two duko-ra ku mutima w’umukirirya wawe maze bikamushimisha!

TSM

By TSM Reporter

WHERE WE HAVE BEEN

“Il n’y a qu’un pa-tron: le client. Et il peut licencier tout le personnel, depuis le directeur jusqu’à l’employé, tout sim-plement en allant dépenser son argent ailleurs.” - Sam Walton

31

WHERE WE HAVE BEEN

31

32

It all began here...

THANKINGYOU ALL OUR READERS,

ADVERTISERS, SPONSORS& SUPPORTERS FOR

YOUR OVERWHELMINGSUPPORT DURING THIS

JOURNEY

March - May 2010 March - May 2015

By Gideon For-mukwaI often talk about the 3 Invisible fires that burn us everyday: I am guilty of all these fires, how-ever, I don’t want to give up fighting them. I want to go down fighting and throwing punches so every day I read up new ideas, try different tools, technique or strategies to beat the invisible fires that could cripple me.

Tip # 1: The Countdown StrategyOn my iPad and iPhone, I have installed a countdown clock. Comedian Seinfeld uses a clock. I set the clock at 1-Hour and start. During that time, I don’t take calls, check email or check out the fridge, I focus on the one task I have decided to complete.

Just as I started typing this, a Skype call came from Cana-da. A great friend; sorry she has to wait. I ignored it until after I finished. I focused on writing. Just that. Other times it could be rehearsing, proof-reading or learning a new crazy IT plugin or widget.

Tip #2: The De-stressor StrategyBack in 2009 I worked with at-risk teenagers in Reno Neva-da. Young macho guess, they were. Often they teased me, Mr G, how many push-ups can you manage in a stretch? Sometimes, I asked boastful-ly, “How many you do want?”

To impress them and to save my pride as a former fire-fighter, I often got down to compete with them and I would go all the way. Each time when I finished I was re-energised to be produc-tive.

Lately, I could not do push-ups. I had to look for some-thing else to up my energy. So far, my harmonic is doing the trick. When I am feeling low or distracted, I stop and play the harm for 5 minutes. It recharges me and boosts my focus.

You ‘ve got to find something that re-energises you without undermining your productivi-ty. Consider a guitar, a flute, or anything that you will start using to boost your en-ergy and focus. You would be surprised how this can give you a new burst of energy to be more productive.

Tip # 3: The Double Shot StrategyDon’t get too excited. By dou-ble shot I mean a double shot of cappuccino or espresso. It gives me a kick in the heart-pump department. Person-ally, I don’t like coffee, but in the interest of getting me feeling upbeat at my desk, even at 12 hours of work, that double shot is worth it.

If you are a coffee person, go for it. Alternatively find some-thing else like Horlicks or tea. Having said that, don’t go around consuming alco-hol during office hours on grounds that I recommend-ed a stimulant to you. Nope. Not me. Take time to find one thing that delivers you a lit-tle nice punch to be more fo-

cused. TSM

The author is a Business Storytell-er and a Professional Training & Coaching. gideon@1xtramile.com

By Gideon For-mukwai

SELF IMPROVEMENT

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33

It all began here...

THANKINGYOU ALL OUR READERS,

ADVERTISERS, SPONSORS& SUPPORTERS FOR

YOUR OVERWHELMINGSUPPORT DURING THIS

JOURNEY

March - May 2010 March - May 2015

34

Water boils at 100° Cel-sius. It takes a lot of

energy to get the water mol-ecules to 100°. It also takes a great deal of energy to get the molecules to 99°. Yet at 99° that water will not boil. That extra 1° makes all the differ-ence.

Assume your life’s destiny is symbolised by the boiling wa-ter. All the effort you put in, the challenges that you face and overcome, they are the energy it takes to get the wa-ter boiling.

To hit 100° will cost you a lot of time and effort. Great toil, sweat, hard work, sleepless nights... It is easy to give up as you get weary towards the end, as you start getting frus-trated by your efforts and running out of resources. As you lose faith in your dream or lose sight of the goal. Even if you get to 99°, your water will not boil. And you will be no different from the person who left their water at room temperature. The 1° makes all the difference. It represents that final stretch you have to make to reach

your goal. It is that last shot a striker must pull off after dribbling around all the mid fielders and defenders and all that’s left is him and the goalkeeper. It is what brings your moment of crowning glory.

This year I urge you to heat your water all the way. That final 1° will cost you heavily. Pay the price, the results will amaze you. Maybe your 1° is a business pitch you needed to make but are afraid. Per-haps it is an engagement ring you need to get for your girl-friend. Maybe it is a job ap-plication you need to send in. Perhaps it is an examination

you need to pass. Or maybe it is an extra qualification you need to add to your resume. Could it be the gym you’ve been planning to join? Or the morning jog you’ve been wishing to start?

You dreamt all these big dreams. You started to chase them and gave up along the way. Finish the race, my friend. I dreamt of being a pilot. I started classes. I will finish them. I will give it that

last 1°. Will you? TSM

benson.wamwea@gmail.com

By Benson Kabugi Wamwea

SELF IMPROVEMENT

35

IT’S ALL ABOUT GREAT EXPE-RIENCES!Ever wondered why it has be-come so common to walk into hotels, restaurants or other eateries only to find empty seats with a handful of wait-ers gathered in a corner or doing their own things?Even some of the most beautiful properties have not been sparedthis ‘disturbing sight”.

Contrary to the common un-derstanding that people pa-tronize hospitality establish-ments for food, beverage and accommodation, the game changer has always been the ‘how’ factor which always manifests itself in the form of guest experience. By nature, any hospitality oriented busi-ness sells experiences.

To help you understand what it really takes to sell an expe-rience, picture this: a frozens-amosa in a supermarket is a product, delivering it to your door is a service, but serving it with a smile in a restaurant is an experience.

EngagementAn experience needs con-stant engagement between the buyer and the seller throughout the life of that experience. Such engage-ment is necessary because an experience does not have a “warranty period.” You would not like a restaurant that guarantees only the first hour of your lunch or dinner, would you? The seller has to be around the whole time to ensure that they deliver the total experience.

AmbienceAn experience is also more than the sum of its product and service. In a restaurant, beyond the food and service, what also matters is the am-bience, other patrons and many minordetails. Any of these have the potential to spoil the entire experience.

That is because an experi-ence is inherently short-lived (but long-remembered) and often completely discretion-ary. Hence, the onus is on the provider to get it right in its

entirety, every time, for every guest.

The shorter the duration of the experience, the more am-plified every little annoyance the customer feels. A baby screaming at the next table can spoil a two-hour restau-rant experience more easily than a two-week holiday.

A true experience is where the expected value proposi-tion is the experience itself; not just the product or ser-

vice. TSM

The writer works as General Manag-er, Nyungwe Forest Lodge –RwandaJerry_were@yahoo.com

By Jerry O. Were

HOSPITALITY PERSPECTIVES

“Your customers are responsible for your company’s reason for existing.” - Marilyn Suttle

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The success or failure of an organization is determined by the effectiveness of its leader.

Effective leaders are so in-valuable that many compa-nies, sport teams and or-ganizations pay millions of dollars to attract them. How often have we seen team members acknowledge their leader for their success? On the other hand, how many times have ineffective lead-ers been blamed for the fail-ure of their organization?

So how do we develop lead-ership skills so we can make our organization, communi-ty and world a better place? Here are three steps to take:

Lead Yourself FirstEffective leaders take care of their own back yard before leading others. They have a vision and mission for their life, have established SMART personal goals and firmly understand and live by their

core values. They live a bal-anced life, continually work on self-improvement and take care of themselves physical-ly.

Lead Others With well-grounded self-awareness, effective leaders excel at communi-cating with others. They un-derstand the motivations and communication styles of their team members. They support their team to help them achieve success but are firm in holding individuals accountable. They take re-sponsibility for their own ac-tions, are honest with others and follow through with their own commitments.

Lead Your OrganizationWith a firm understanding of yourself and with your team members ready to achieve greatness, you are now ready to lead your organization. Develop and continually com-municate your organization’s Mission, Vision and Values.

Develop a strategic plan and business plan, work on your business not in it, hold regular meetings to keep everyone on track and adjust as necessary.

Business owners and managers who become ef-fective leaders are much more likely to build more successful and sustain-able businesses that allow them to achieve their own personal vision and goals. Become a better leader, your future depends on it.

TSM

To request your checklist of over 60 Leadership Development Strategies email tony@empow-eredbusiness.ca and put “Lead-ership Checklist” in the Subject line.

By

Ton

y M

aly

k

BUSINESS MANAGEMENT

37

The purpose of business storytelling is simple: to engage, fascinate and persuade. Its goal

is not just to merely communicate. No. Facts can do that, sufficiently. Business story telling is one of the best instruments you can use to command an audience ‘s attention. You don’t need an Ivy League education to be able to tell a fascinating story.

For 10 years, I have studied this craft religiously. There is a long way ahead. Beware, if you can’t engage, you can’t communicate, if you can’t com-municate, you can’t persuade. The key lies in the way you ENGAGE. To me the engage stands for: 1. Empathise with your Audience:

At its very core, your story must show the listen-er or your audience that you care. You cannot engage if you fail to do that. When there is no engagement, there is no communication, hence, no persuasion. Can you afford that price? 2. Negotiate a Better Deal

By choosing to tell an engaging story, you can negotiate a better deal. This is possible because

your story reframes the issue to give the other party a bet-ter understanding of where you are coming from. A bet-ter frame often neutralizes the old frame. 3. Give Hope to the Listener

Whoever your listener is, they deserve your full effort. Be passionate. It takes a decent effort to have a story engage, fascinate, and inspire the lis-tener. A little effort pays off because your listener sees his or her aspirations through the eyes of others who have succeeded. 4. Attract Prospects

Each and every story reso-nates differently. Thanks to resonance, more and more people get to hear your sto-ry or message. Resonance

works like a contagious dis-ease or idea. As the story moves or spreads outward, new prospects move inward or toward the centre. 5. Galvanise Action

In the face of a crisis, you need a galvanizing story to rally the troops. Your troops could be your employees, vol-unteers, board members or other stakeholders. Do you have a story that can move an audience? If not, why not? 6. ‘Entertain your Audience

Man’s quest for knowledge is noble. His quest for entertain-ment is highly desirable in today’s world. Business sto-ries must seek not only to ed-ucate, but to entertain. Both are complementary. If you can’t deliver on both, you’ll be forgettable. Wherever you go as a busi-nessman or business owner, remember that like entertain-ers, you can use your own stories to engage, fascinate and persuade your audience. When you do this well, more and more people will be drawn to your message.Engage, communicate and

persuade! TSM

The author is a Business Storytell-er and a Professional Training & Coaching. gideon@1xtramile.com

By Gideon For-mukwai

BUSINESS MANAGEMENT

38

Four in ten senior execu-tives in larger companies

don’t know the lifetime value of their customers. That is ac-cording to Marketing Charts who quoted a Forbes and Site core study that surveyed 312 senior executives in North American companies. Not only did 40% of the leadership surveyed not know the finan-cial value of their customers, over half of them don’t plan to. In other words, they don’t care or see the merit in this important number.

This surprises me. If the leaders of these organi-zations don’t know, then you can expect that the employees don’t know either. Yet when employees know and have clarity about the lifetime value of the customer, they can make better customer-fo-cused decisions.

Let’s look at a simple example. Several studies in-dicate that an average customer of a grocery store spends from $80 to $200 each week. Let’s make this easy. Let’s say that the average customer spends $100 each week. Assuming he or she takes a cou-ple of weeks off for vacation, that’s 50 weeks they buy groceries, which comes out to $5,000 each year. But, it’s even more than that. Because we’re talking about the lifetime value – not the annual value.

By Shep Hyken

BUSINESS MANAGEMENT

39

The average family moves about every seven years. As-suming they move out of the neighborhood, that means that the average customer or family is worth about $35,000 in business over those seven years. So, the next time they complain about a carton of spoiled milk, give them their money back! Is it worth up-setting a customer over a few dollars, when they are worth $35,000? Of course not!

Once you know the lifetime value, you must know what to do with it. Here is a five step solution:

Calculate: Determine the life-time value of the customer. How much the average cus-tomer spends each time they buy, how often they buy in a year, and how many years do they buy? This is a bit of a simplification, but a good start.

Communicate: Share this in-formation with employees so they can make better deci-sions.

Demonstrate: Give them ex-amples of the kinds of deci-sions they can make; refunds, exchanges, upgrades, and more.

Recognition: Recognize when employees make good decisions. Encourage them to do more of the same.

Teach: Conversely, if an em-ployee makes a bad decision, help the employee feel good about trying to make the right decision and confident about what to the next time.

Share: Tell the story. Share the good – and even the bad – examples that demonstrate how employees are making decisions based on the life-time value of the customer. It’s part of their ongoing training. In short, knowing the value of a customer makes sense, manage the interactions you have with your customers with the lifetime value in mind, with each and every

interaction. TSM

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author: www.hyken.com, www.thecustom-erfocus.com, Follow on Twitter: @Hyken

BUSINESS MANAGEMENT

“How you think about your cus-tomers influences how you respond to them.” - Marilyn Suttle

Everywhere in the world and to this effect, Rwanda

makes no exception, manag-ers keep looking for the tal-ents who will take their com-panies to the next level. The rationale behind the different recruitment methods used re-mains unchanged: organize a perfect fit between the needs of the recruiter and the aspi-rations of the candidate.

On the side of the candidates, the search is akin to the Quest of the Holy Grail. The perfect employer provides job and financial security, career growth and perspec-tive, a nice and professional working environment and all the other perks that influence his level of motivation.

But what about the employ-er? What should he be look-ing for? Degree, skills, expe-rience, a nice smile?

If we think about it, a Degree is the ultimate evidence that a student is able to study and express his/her knowledge clearly during an exam. Un-less you are looking for pro-fessional students, a degree should never constitute the one and only criteria to hire.

The gap between theory and real life is an insurmountable obstacle for some people. We all know instances of eternal students. People who grad-uate, try employment out of the academic world, find it too hard and go back to stud-

ies; repeating the cycle sever-al times.

I don’t even want to mention the mushrooming universi-ties that deliver questionable documents. Don’t get me wrong, I am not undermining the importance of education, but rather restoring its letter of Nobility; education being a means and not an end.

Should employers focus on experience? No doubt experi-ence is a plus for some posi-tions…Experience…or rather maturity? Is the tenure or the familiarity with a skill more important than the lessons learnt during the years. No matter how long someone has been doing the same job, if he/she keeps repeating the same mistakes over and over again, experience becomes irrelevant; not mentioning how hard it is to unlearn bad habits.

If degree and experience are only incidental elements, what should be the turning point? The same element that turns a good student into a brilliant individual, a long tenure employer to an expe-rienced one: ATTITUDE.

At all levels (entry level to leadership level) attitude is what differentiates an aver-age employee from a star. Character is more important than credentials. Eventually, the elements that will make your organization tick and

build a strong brand are personal values. What do you want to be known for? Is your organization only about numbers? How can employees contribute to a sustainable growth?

The critics of hiring for attitude argue that champion teams hire for skills. The world of Football has at least one example of a successful team that hires for attitude: FC Barcelona.

Some will also argue that attitude can be faked. As they say in French “Chassez le na-turel etilrevient au gallop ‘’ (You cannot stop your true colours from shining through).

And lastly, some will say that training for skills is a long process and not easy. True! Building skills and competence is a long process. But the benefits of grooming the right team outperform the inconvenience of waiting. After all, Rome was not built in one

day. TSM

betty.sayinzoga@prime.rw

By Betty Sayinzoga

BUSINESS MANAGEMENT

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41

1- Recevez la personne sans utiliser son dossier

La plupart du temps les gens aiment travailler dans une en-treprise qui gagne ou qui va gagner. Pour mieux connaître la personne, privilégiez une rencontre informelle pour discuter des questions d’actualités. La plupart du temps vous verrez qu’elle manifestera de l’impatience et de l’incompréhension, voire de l’agressivité. En entretien, chaque candidat a un discours bien préparé dans la tête et se retrouve déboussolé face à l’imprévu.

Par Marcellin Gandonou

BUSINESS MANAGEMENT

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2- Confrontez ses dires à son dossier

Beaucoup de candidats font du copie-collé et écrivent des banalités comme « apt-es à travailler sous pression ». Pourtant, lorsque vous lui avez posé une question à laquelle il ne s’attendait pas, il s’énerve. La dernière fois j’ai demandé, sans détour, à un candidat s’il était marié. Il me rétorque que la question est trop directe. Justement, certains clients n’aiment pas perdre leur temps et vont droit au but. Cela montre la capacité de ce candidat à amortir les questions cho-quantes et directes.

3- Parlez de tout et de rien

Abordez des sujets qui fâchent et qui déclenchent les passions comme l’émanci-pation de la femme, l’égalité des sexes, etc. Donner votre point de vue en prenant des positions fixes et contre na-ture. Il arrive que le candi-dat s’en prenne directement à vous comme si vous étiez responsables des problèmes du monde. Une telle personne n’est pas bonne pour votre équipe si vous êtes une en-treprise multiculturelle. La passion est l’ennemie de la cohabitation.

4- Testez sa persévérance et n’engagez pas un salarié.

« A la recherche du bonheur » avec Will Smith est un film qui m’a fortement marqué. Une vingtaine de stagiaires sont recrutés pour un seul poste. Non seulement ils n’étaient pas payés mais ils trimaient dur pour prouver leurs compétences. Si vous voulez être une entreprise spéciale vous devez avoir des gens spéciaux. Un des prin-cipes de management veut

qu’on fasse d’abord monter les gens dans le bus avant de leur dire leur destination. Très souvent les gens veulent tout savoir avant de s’engag-er. Seuls les persévérants sont prêts à s’engager dans de gros challenges sans au-cune assurance. C’est le pro-pre des employés-entrepre-neurs. Un élément important : il ne faut pas avoir des salariés mais des entrepreneurs au sein de votre équipe. Rob-ert Kyosaki dit « si vous avez des employés ils formeront un syndicat mais si vous avez des entrepreneurs vous formerez une équipe ».

5-Ecoutez votre instinct et rassurez-vous que vous parlez le même langage

On dit souvent que la première impression, ou dé-cision, est la bonne. Cela me rappelle la série améric-aine « Lie to me ». Le docteur

Lightman, spécialisé dans la détection des émotions, se rend à l’aéroport muni d’une mallette pour tester une nou-velle recrue. L’agent, qui ne se doutait de rien, les inter-pelle face à leurs comporte-ments suspects. Elle demande des renforts voyant qu’ils ré-sistaient. In fine, ils ouvrent la mallette rempli de billets de banque. On demanda à la recrue comment elle avait pu les détecter, elle répondit : « j’ai eu plusieurs petits co-pains ». Là dessus, le docteur lui laissa la mallette comme prime à l’embauche. Si vous ratez votre première im-pression, vous risquez de ne plus pouvoir vous rattraper.

TSM

L’auteur est un Coach, Formateur, Directeur à H&C TOGOwww.marcegand.wordpress.com

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44

Reka ntangire mbabaza. Ese ni ngombwa ko uban-za kuvuga indimi z’amah-anga aho ugiye kugira ngo uhabwe serivisi nziza kan-di yihuse?

Ni kenshi ujya mu biro ah-antu hatandukanye aho

bakirira abantu, wasuhuza uti “Mwaramutse” ukabona ugomba kukwakira akure-bye atakwitayeho ugahita umenya ubwoko bwa serivisi ugiye guhabwa, akenshi iyo urangije kuvuga icyakugen-zaga ahita akubwira ati ba wicaye aho ngaho ndaje ngu-subize mu kanya.

Reka rero hazaze uza avuga ati “ Good Morning” aho ni hamwe bakirira abantu, uhi-ta ubona madamazela ahise yihutira kuvuga rwa rurimi nawe atamenyereye ati : yes sir how can I help you? Ubwo reka sinakubwira akaba arashyashyanye kugeza uwo muntu abonye icyamugenza-ga, wowe waje mbere yem-we wenda unashaka serivisi imwe n’uwavuze urunyama-hanga ugasanga yakiriwe wowe ukicaye aho.

Ibi byambayeho bituma niba-za byinshi mu mitangire ya serivisi, aho mbona byabaye nk’icyorezo muri za banki ndetse no mu bitaro.

Aha ni ahantu twese tuzi ko uhagiye icyo aba ashaka kandi yifuza, ari uguhabwa serivisi yihuse kandi inoze, Ese ururimi rwakagomye ku-tubera impamvu yo gufatwa nabi kugeza aho ngaho?Ikibabaje ariko kinateye aga-hinda ni uko guhabwa seriv-isi mbi kubera kuvuga ikin-yarwanda bitakiri mu biro gusa, ahubwo byageze no kuri telefone.

Baguhaye nimero bati uyu rwose ni we mugomba ku-

vugana kugira ngo agu-fashe, nawe uti : Allo mwara-mukanye amahoro, nitwa kanana mbahamagaye…. Mugiye utararangiza kuvu-ga ikibazo cyawe cyangwa igitekerezo cyawe ukumva umuntu ahise akubaza ati ni nde wabahaye iyi nimero? Ese icyo ni cyo kibazo koko wabanza kubaza umuntu? Ziriya nimero zo badusaba guhamagara mu gihe tugize ikibazo cyangwa twifuza gu-habwa ibindi bisobanuro, iyo ugize Imana bakakwi-taba, iyo utangiye kuvu-ga mu Kinyarwanda ujya kumva ukumva arakubwiye ngo vuga cyane sinkumva. Ese ururimi rwacu gakondo rwakagombye kutubera im-pamvu yo kudahabwa seriv-isi nziza?

Ese niba ibi byarahoze mu

biro, none bikaba byadukiri-ye no kuri telefone, aho umunyamahanga ntagiye guhabwa agaciro kenshi mu guhabwa serivisi nziza kuru-sha umunyarwanda.

Ndi umunyarwanda, nkunda ururimi rwanjye kandi ni-fuza ko aho naruvuga hose nakwakirwa nkanahabwa serivisi imwe nkiy’umunya-mahanga.

Tugomba gutanga serivisi inoze kuri bose, tutitaye ku ndimi usaba serivisi akore-

sha. Murakoze. TSM

munezaclara23@gmail.com

Byanditswe na Claire Muneza

OUR FRUSTRATIONS

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Il y a trois parties dans la vie d’une personne : la

jeunesse, l’âge adulte et la vieillesse. La jeunesse est la période de préparation. L’âge adulte est la période de productivité, la vieillesse est la période où l’on partage ses expériences. Mon point d’intérêt ici est la période de préparation, car elle con-stitue le fondement et le pilier central de la vie.

Si l’éducation formelle (ubu-rezi) est universelle au Rwan-da, l’éducation informelle (uburere) suscite pas mal de réflexions. La semaine dernière, un jeune homme de l’Université Nationale du Rwanda a tué sa propre mère. Cette démonstration flagrante du manque d’ubu-rere provoque un frisson dans l’échine.

Si les adultes ne sont pas dotés d’outils pour trans-mettre l’uburere, les jeunes peuvent eux-mêmes prendre cette responsabilité, à tra-vers la lecture. Ils peuvent prendre exemple sur les val-eurs des figures historiques qui ont éclairé l’humanité, par exemple

Disons que tu veuilles re-hausser l’intensité de ta détermination et appren-dre le service de qualité. Tu pourrais prendre Henry Ford, l’homme qui fabriqua

la première voiture, comme modèle. Il ne croyait pas à l’impossible. Sa définition de qualité était : « fais le bien, même lorsque personne ne te regarde»

Un jour, il demanda à ses ingénieurs de construire un moteur avec huit cylindres dans un seul bloc. Avec les moyens mécaniques de son époque, c’était simplement “impossible”. Ainsi Ford leur dit: « Produisez ce moteur de toutes les façons. » Et alors que ces derniers lui dirent que c’était impossible, il leur dit :”Allez-y, attelez-vous au travail jusqu’à la réussite, peu importe le temps et les moyens que ca prendra !”

Il leur donna le temps et les moyens. Les ingénieurs n’avaient que deux choix : soit faire l’impossible ou perdre leur emploi. Ils décidèrent de faire face au défi et se mirent au travail. Comme un leader éclairé, il leur donna un ob-jectif, et ne les supervisa pas. Ils devaient le faire, et le faire bien. Six mois passèrent sans résultat. Ils essayèrent ch-aque plan imaginable pour exécuter l’ordre, mais cela semblait hors portée.

À la fin d’une autre année, Ford vérifia avec eux où ils en étaient, mais rien n’avait avancé. Au lieu de se décour-ager, Ford leur dit :”Contin-

uez ! Je veux ce moteur et je l’aurai ! “Ils continuèrent, puis un jour, ils réussirent ! Pourtant rien ne pré-destinait Ford à cette réussite : il était pauvre et sans éducation for-melle. Mais grâce à sa déter-mination, il est un des hom-mes qui a marqué l’Histoire. Si Ford a réussi, pourquoi pas toi ?

Si le type de l’université qui a tué sa mère à cause d’un conflit foncier sans grande importance savait que “rien n’est impossible”, Il aurait créé son succès seul, sans l’aide de personne. L’au-todidactie, la détermina-tion et le service de qual-ité seraient-elles des portes secrètes vers l’autonomie ?

TSM

L’auteur est un consultant en matière de PNL pour TSM. Il est le fondateur des éditions Iliba et a écrit deux essais sur la résilience, « Reka inzozi zawe zibe impamo’ et Ibanga, et un roman en Anglais, « A candle in the wind ».

By TSM Reporter

YOUTH TALK

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In a world where music and poetry belong to a fast

growing industry and are considered a full time job; Eric Ngangare, a husband and father with another full time job has managed to combine them and has re-leased a music album and is a spoken word artist, blogger and rapper.

“You can choose how you would like to label me,” Eric says, “however I prefer to simply be referred to as an artist. And, I love life a lot. Actually so much that I would die for it,” he says laughing.

Eric works as a copywriter creating advertising con-cepts and translating them for tv/radio/outdoor.

Eric recounts that he went to a poor primary school and when he joined second-ary school, he had to speak French and he wasn’t very good at it. “I had to learn fast to be at everyone else’s level’” he says. He would not be dissuaded though and he continued speaking and mak-

ing mistakes and learning from them. He did not care that he was ridiculed. In a few years, Eric says, he could speak better than most of his schoolmates.

“Then I fell in love with En-glish because of a good teacher I had in senior 1. I would write short stories in French translate them into English and ask him to cor-rect me before the beginning of the class.” That became a hobby for him and he contin-ued observing different situa-tions and writing about them. As a result, he improved his language and writing skills.

Eric loved music but the lyr-ics were also very import-ant to him. He loved reading song lyrics, learning new words, idioms and rhyming pattern. “I go to Genius.com almost every day and learn new things and new ways of writing better.”

Since his work as a copywrit-er gives him an opportunity to be creative, he enjoys it very much and sees it as part

of his j o u r n e y of growth.

Eric has a 3-year-old son and enjoys his role as Dad although he has tak-en a break from his role as husband.

What should we expect from Eric? “Those who have been following me on social media since I started blogging al-ready know about my ability to provide fresh perspectives even about the most common issues or situations. The mu-sic bit comes as a bonus” Eric says.

“For new people, I think there are chances they may feel like it’s the first time they get to listen to something this fresh – be the musical ar-rangements, the mix of lan-guages, the approach on top-ics or even the flow.”

“I’ve always loved music and I love dancing. I can’t go a day without music. If there is no music, I’ll make it,” he says, “I hum, sing or rap… it just has to be there.”

YOUTH TALK

By Jean Paul UWAYEZU

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His advice to young people wishing to pursue music is “If it doesn’t come from the heart, it’s not worth it and it won’t last. You’ve got to be crazy enough to believe in yourself, even in your mis-takes, and just do what you love.”

For Eric, greatness is his goal, it does not matter what he is great at, he just wants to be great. “I just want to do big things. I always feel like I won’t live long. My impa-tience is my motivation in a sense,” Eric concludes.

Up close 1.When are you happiest? When I am walking with my son.

2. What inspires you most? Life itself.

3. What is your saddest mo-ment? When I hurt the people who care about me.

4. Your favorite hangout spot? Iguana, Kampala.

5. Favorite drink/snack/dish? I like beer. The brand varies.

6. What gadget cant you possibly do without? None. I would be just fine even with-out electricity.

7. Your dream car? Jeep Wrangler because I used to design it in barbed wire as a kid even before I had seen one.

8. If you had one wish, which influential person would you like to meet? Youssoupha.

9. What is the most daring or craziest thing you’ve done? This album Entre 2.

TSMjeanpaul@theservicemag.com

By Jean Paul UWAYEZU

YOUTH TALK

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Have you ever been served by someone who left you wondering what you did to them to deserve such a horrid service?

We have all experienced unfriendly behavior

sometimes accompanied by the thoughtless words of a stressed service provider, ironically the very people we’d expect kindness from. What could possibly explain this behavior? It could be that this person had an argu-ment with a colleague, or has some personal issues that are being misdirected. Or maybe he is under the scrutiny of a relentless supervisor and the pressure is making him tense. The speculations could go on and on but the above scenarios are just the tip of the iceberg; there are count-less causes of stress that peo-ple face.

Although stress seems to find us even when we don’t go looking for it, let us take a look at some of the ways in which we can manage and prevent it from having a voice over our lives and how we interact with others, par-ticularly customers.

Your Reputation is Your Crown A friend once shared with me how a teller at her former bank lashed out at her for no apparent reason. With-out thinking much about her next move, she closed her account and started banking elsewhere, nothing or no one could convince her to stay. This incident happened years ago but the simple mention of

that bank gives her shivers to this day. The bank teller who served her not only tarnished his professional reputation but also that of the institution he works for. Actually it’s pos-sible that many more people have stopped banking there because of this very person. An irrational response from a stressed service provider will most likely offend and hurt the person on the receiving end. However, in such a situ-ation, being deliberate about your response will protect your reputation and keep you on good terms with your customers.

Are you ‘Bottling up’ Feel-ings?Emotions can sometimes be compared to a bottle of Coke after it has been shaken vig-orously and then opened- the drink splashes out in an un-controllable manner and be-cause of the heightened pres-sure it can’t be contained in the bottle.

Similarly when we keep se-rious, stressful feelings of hurt inside without address-ing the cause, they build up and we risk them coming out misdirected. For example if someone offends you gravely at your workplace, let them know. Talk about it respect-fully so that it doesn’t eat away at you and affect how you interact with other peo-ple.

Brushing off minor offences and opting not to let them upset us will also go a long way in reducing unnecessary stress.

Exercise as part of your lifestyleMany things are beyond our control, and often the one thing that intensifies stress levels is when we face situa-tions we can’t control. Rather than stressing over them, it helps to focus on the things we can control such as the way we choose to respond to problems.

One way of coping with stress is by exercising.Any form of physical activity will lift your mood, increase energy, and ease both the mind and body while leaving you physically fit. Find an activity you en-joy,whether it is aerobics, an evening walk, a gym session or tennis and make it part of your regular routine.

As I conclude, I am reminded that words once spoken can’t be taken back. In reality, people don’t forget incidents; if they receive great service they will keep coming and even bring more customers. But in the event that they re-ceive bad service, they will stop coming and tell people about their terrible experi-ence, giving truth to the say-ing “Words spread like wild fire”. If you allow it,stress will have an impact on the qual-ity of your interactions with others, and customers really shouldn’t be at the receiving end of your stress.

Therefore, decide not to give it permission to master over our lives, by tarnishing what-ever professional relation-

ships we have. TSMms.efuahagan@gmail.com

By Efua Hagan

YOUR HEALTH MATTERS

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YOUR HEALTH MATTERS

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Igikorwa cyo gufasha umur-wayi kugabanya ububaba-

re gishingiye ku mutima wa kimuntu mu kuvura umur-wayi. Nkimara kurangiza amashuri y’ubuganga, hari umurwayi watumye mpindu-ra uburyo navuragamo. Uyu murwayi yari azwi cyane mu bitaro bya Kibagabaga kubera ko yari afite ububab-are budashira mu mugongo. Ifishi ye y’uburwayi yaga-ragazaga ko abaganga bose dukorana bamuvuye iyo nd-wara kandi bigaragara ko yafashe imiti yose igabanya ububabare mu bitaro ariko byose ntacyo byatanze. Ubwo yaje kwivuriza iwanjye, na-hisemo kwibanda ku muntu aho kwibanda ku ndwara. Uburyo nakoreshaga bwari ukumutega amatwi akamb-wira uburwayi bwe uko bwatangiye n’uko bumeze ubu. Numvise ko ububabare mu mugongo we bwaterwa-ga n’imibanire ye y’abandi. Ndangije kumusuzuma ya-gize ati: “Muganga, singiken-eye imiti, ndumva nkize.” Sinigeze mwandikira umuti n’umwe ahubwo namuteze amatwi turaganira.

Umuryango w’abibumbye wita ku buzima OMS usobanu-ra ko kugabanya ububabare bw’umurwayi ari uburyo bu-fasha kubungabunga ubuzi-ma bw’abarwayi n’imiryango yabo bose baba bahanganye n’indwara ishegesha ubuzi-ma ibyo bigakorwa birinda kandi banagabanya ububab-are bagaragaza, basesen-gura kandi bavura ku gihe ububabare n’ibindi bibazo

byaba ibyo ku mubiri inyu-ma, ibyo mu mitekerereze n’ibya roho.”

Hafi bibiri bya gatatu by’abantu miliyoni 100 ku isi bakeneye ubuvuzi bug-abanya ububabare kan-di bubahumuriza batuye mu bihugu bikiri mu nzira y’amajyamabere, nyamara usanga ibyinshi mu bihugu bitagira ubuvuzi bugabany-iriza umurwayi ububabare. Hari abantu benshi baken-eye ubwo buvuzi. Kugira ngo ubuvuzi bwo kubanyiriza umurwayi ububabare bukor-we neza usanga bugomba kwita ku byo akeneye nk’im-iti, ibikoresho, kwita ku mubi-ri we, ku mibanire n’abandi, ku buzima bw’imitekerereze ye, cyane cyane kuri roho, ku myifatire ndangabupfu-ra n’ibindi byose bifasha umuntu kubaho.

Ubu buryo burakomatanyije kandi ni bwo shingiro ry’ubu-vuzi bugezweho, budufasha mu kuva mu mikorere yataye igihe aho wasangaga umu-vuzi yita ku ndwara gusa aho kwita ku muntu. Mu gihe kigufi maze muri uyu mwu-ga wo kugabanyiriza abar-wayi ububabare nabonye ko iyo duhinduye imikorere aho kwita ku ndwara tukita ku muntu cyane cyane igihe afite uburwayi budakira bw-erekeza ku rupfu, ni byiza kumufasha kurangiza neza ubuzima bwo ku isi.

Iyo twumva neza ibyo umur-wayi ugeze mu minsi ye ya nyuma yo kubaho n’umury-ango we bakenera tuba tu-

bonye umwanya wo kugaru-ka ku isoko y’ubumuntu. Usanga abo barwayi n’imiry-ango yabo icyo badutezeho atari ubumenyi n’ubuhanga ahubwo ari umutima wo gus-abana na bo mu bihe bikom-eye. Nitwita ku ndwara tutita ku barwayi tuzaba duten-gushye abarwayi bacu nde-tse ntituzaba twujuje inshin-gano zacu.

Buri mu rwayi wese aba afite ikintu cyamubayeho, ibihe yagize, ikintu cy’amayobera, umuryango yabayemo n’uwo babanye mu buzima bwo ku isi akaba yitegura kuyivamo ariko akaba akeneye ko tu-muvura. Ubuvuzi bugaban-ya ububabare bw’umurwayi ntibusimbura ubuvuzi bu-sanzwe. Ubwo buvuzi bush-obora kwinjizwa muri gahun-da z’ubuvuzi zisanzwe zihari kandi bugomba gushyirwa mu bihabwa umuntu ufite uburwayi budakira.

Mu kazi kanjye ka buri munsi nkora mu kugaban-ya ububabare bw’abar-wayi, buri gihe ntungurwa n’amasomo mpabwa n’abar-wayi kubijyanye no kum-va neza ubuzima kurusha ibyo mba nifuza ko bamen-ya ku ndwara yabo. Twe nk’abavuzi dukunze kwibwi-ra ko iyo tutavuye indwara ntikire tuba duta igihe. Imite-kerereze nk’iyo ituma twib-agirwa ubumuntu tugomba kugira. Ibyo ari byo byose natwe umunsi umwe tuzaca muri iyo nzira abarwayi bacu banyuramo.

Buri murwayi aba ari umuntu

mbere y’uko aba umurwayi, icyo ni cyo gitekerezo kigomba kuva imbere mu muti-ma aho gukura icyo utekereza ushingiye ku bigaragara inyu-ma ku muntu uka-byinziza mu mutwe wawe akaba ariyo shusho umugiraho.

TSM

Dr. Christian Ntizimira, Palliative Care Educator & Expert, Palliative Medicine Fellow, Ohio

Byanditswe a Dr. Christian Ntizimira

YOUR HEALTH MATTERS

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In 2012, 1.7 million women were diagnosed with breast

cancer worldwide. There were 6.3 million women alive who had been diagnosed with breast cancer in the previous five years. Since the 2008 es-timates, breast cancer inci-dence has increased by more than 20%, while mortality has increased by 14%. Breast can-cer is also the most common cause of cancer death among women (522, 000 deaths in 2012) and the most frequent-ly diagnosed cancer among women in 140 of 184 countries worldwide.

“Breast cancer is also a lead-ing cause of cancer death in the less developed countries of the world. This is partly because a shift in lifestyle is causing an increase in in-cidence, and partly because clinical advances to combat the disease are not reach-ing women living in these regions,” says Dr David For-man, Head of the IARC Sec-tion of Cancer Information, the group that compiles the global cancer data.

Like many East Africa wom-en, Philippa Kibugu-Decuir didn’t know anything about breast cancer till 2008 when she founded Breast Cancer East Africa with the mission to educate, nurture, change and save lives drawing on the strength of East African women and collecting essen-tial data for research on the cure of breast cancer.

This organization was formed to take the lead in the ad-vancement of breast cancer surveillance and improved survival rates targeting the most neglected population in the low income communities of East Africa

Knowledge and understand-ing are the key elements to change and therefore educa-tion is the essence of BCIEA efforts to dispel myths and oppressive cultural practic-es while focusing on the ba-sic human rights. Preventive health education is an af-fordable alternative which is a relevant and appropriate benchmark to early detection of breast cancer.

An all inclusive multimedia information dissemination of educational information to family, village, church, com-munity, and leadership is a key component of BCIEA ap-proach. It aims at enhancing acceptance of new technolo-gies proven effective in devel-oped countries.

Kibuyu was diagnosed with invasive ductal stage 1 breast cancer in 1994. She went through treatment, had mas-tectomy with reconstruction followed by chemotherapy with all its devastating side effects: hair loss, nausea, mood swings, pains, crying, fatigue, despair, anger, guilt, fear just to name a few. She had a team of excellent doc-tors, nurses and a great sup-port system.

Then, came the periodic checkups, three, six months, one year, two, three years then the milestone, five-“You are cancer free!” As she cel-ebrated with her family, she felt that every breast cancer patient deserves what she had, every woman represent-ed by her sister, who did not have a chance, deserves a human right to health.

Director General, BCIEA, Anna Rugege, explained that since its creation, BCIEA has been preoccupied with creat-ing awareness on breast can-cer. BCIEA organizes fund-raising events to put together resources that will allow the organization to reach more people in Rwanda and hope-fully cover all East African countries. So far, they have trained people in Butaro and Kigali city, telecoms, banks, Sorwathe, Musanze, Nyaru-tarama, several associations and schools. They also invite expert doctors from King Faisal Hospital to speak and screen people in trainings.

Early detection improves breast cancer outcome and increases chances of surviv-al. It is the cornerstone of

breast cancer control. TSM

jeanpaul@theservicemag.com For more information, visit http://www.breastcancerafrica.org/

By Jean Paul UWAYEZU

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Notre inconscient est cor-rompu depuis des siècles

par des messages comme « l’Afrique est pauvre, l’Af-rique est guerre, l’africain est paresseux, il est voleur, il ne peut rien le pauvre, il n’est rien et j’en passe. »Et pour sortir de ce cauchemar, nous avons appris à chang-er d’identité et à opter pour celle qui semble honorable, nous singeons le français, l’anglais, l’espagnol, l’ital-ien. Simplement être dans la peau du colon, faire, parler, vivre et respirer comme lui ! Par ce que les colons ont soi-gneusement planté en nous le sentiment d’être inférieur, ainsi que les graines de la di-vision ethnique, de l’avidité, du chaos. Quelle absurdité !

Ainsi plus nous sommes formés, plus nous nous éloi-gnons de nous-même, des nôtres, de la réalité de l’Af-rique. Nous désignons nos frères ruraux ou pas instruits par des noms péjoratifs com-me « abapaysan ». Pendant que nous paradons de bis-trots en restaurants, les au-tres deviennent des experts de nos propres pays, font des programmes pour nous sau-ver et nous embauchent pour nous obliger à nous venir en aide !

L’Afrique est le seul continent qui a encore besoin qu’on

le prenne par la main pour qu’il se prenne en main. Et pour nous maintenir dans cette vision apocalyptique, les organismes internation-aux, les ONG et autres or-ganismes de développement bien-pensants, affichent des images d’enfants pauvres, d’enfants soldats, des images de guerres, de gens affamés. Pour quoi ? Uniquement pour susciter la pitié et récolter des dons, de l’argent pour sauver notre Afrique, pour nous sauver NOUS ! 50 ans que ça dure et 50 ans de la même chanson : l’Af-rique est pauvre et l’africain est nul !

Nous sommes malades. No-tre imaginaire est parasité par des croyances dont nous n’avons pas conscience et qui nous freinent dans la création de nos vies. Mais ce n’est pas trop tard, au contraire! Au 21ème siècle, nous allons main-tenant mériter de nous appel-er le berceau de l’humanité, en décidant de marcher par nous-même vers l’excellence.

Prenons-nous en main car nous le valons bien

L’heure de l’excellence afric-aine est venue. Chaque afric-ain possède les talents et le potentiel de créer sa vie, de vivre heureux, riche et épa-noui. Voici les 6 secrets qui

mènent à l’excellence :

Le choix : arrêtons de vivre au hasard et en pilotage automatique. Nous suiv-ons pour la plupart des schémas déjà préétablis : école-diplôme-chercher boulot-mariage-enfant-mai-son-retraite et puis mourir ! Quel programme ! Toute une vie de «petite vie » sans aucune réalisation palpable pour soi ou pour la commu-nauté.

Que peut faire l’africain pour sortir de cette culture de la petite vie ? Choisir sa voie en écoutant ses propres rêves ou s’inspirer de ce qui marche ailleurs pour élever ses propres standards et vis-er l’excellence

La focalisation : Les gens qui réussissent et qui excel-lent dans leur vie se focalis-ent sur une seule chose à la fois. Comme disait Steve Jobs, le génie ce n’est pas d’avoir 1000 idées, le génie c’est d’en choisir une et de la mener à la perfection.

Que peut faire l’africain ? Utiliser ses talents et son po-tentiel pour inventer, créer et produire. Les entreprises doivent se démarquer et in-nover. Et les dirigeants afric-ains doivent repenser l’école primaire, secondaire et uni-

“L’heure de l’excellence africaine est venue. Chaque africain pos-sède les talents et le potentiel de créer sa vie, de vivre heu-reux, riche et épanoui”

Par Jeanne MUVIRA

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versitaire pour que cette école réponde aux besoins des peuples. Nous devons in-dividuellement et collective-ment créer une Afrique en paix, créative et excellente.

La passion : «Votre travail va occuper une grande part de votre vie et la seule façon d’être satisfait est de faire ce que vous croyez être un grand travail. Et la seule façon de faire un grand tra-vail est d’aimer ce que vous faites.». Steve Jobs

Les croyances héritées de la colonisation font de la plupart des intellectuels af-ricains des « suiveurs », non créatifs, ils attendent que les choses se fassent par les au-tres.

Que faut-il faire ? Changer de croyances, chaque personne peut créer sa vie selon ses propres standards et vivre une vie passionnée. Chaque personne peut apporter une valeur ajoutée dans la réal-isation du travail qui lui est confié.

La stratégie : pas besoin de ré-inventer la roue, il faut copier les meilleurs. Le Bré-sil, la Chine, L’inde…se sont développés en copiant la technologie occidentale et en l’améliorant. Tout ce que vous voulez avoir a, peut-être déjà été réalisé quelque part, alors gagnez du temps en co-piant la recette de la réussite et mettez-y votre touche per-sonnelle.

Une action massive : Usain Bolt s’entraine plus d’une fois par jour pendant 4 ans pour aller courir quelques sec-ondes aux jeux olympiques. L’excellence est la récom-pense de la persévérance.

Que peut faire l’africain pour viser l’excellence. Diminuer le temps passé au bistrot, inve-stir dans la formation, consa-crer son temps au savoir et à l’apprentissage et s’entrainer jusqu’à devenir le meilleur dans sa catégorie.

L’énergie : Notre corps est notre voiture qui nous con-duira jusqu’à la fin de notre vie. Comment avoir de l’éner-gie et être créatif quand nous noyons nos frustrations dans l’alcool et la brochette quoti-dienne ? Un corps fatigué est un cerveau qui ne pense pas ! Boire et manger à se tuer est un signe de dépression avancée.

Que peut faire l’africain ? En élevant ses standards de vie par l’action et par la recherche du meilleur de lui-même, il guérit de ses frus-trations, il est en bonne santé et il inspire sa famille et sa communauté.

Le leadership et l’alcool ne font pas bon ménage. Les jeunes alcoolisés n’ont pas la tête à la créativité et à la création d’emploi. L’Afrique a besoin d’être sobre et lucide pour se penser et s’inventer.

TSM

International life and business Coach Spécialiste du stress au tra-vail. jeannemuvira@gmail.com

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Mukantwali Marthe has been working at Hôpital La Croix du Sud for three years as a customer service attendant who orients patients who vis-it the hospital. “I used to go to NYILINKWAYA’s hospital as a patient and I took it upon myself to organize patients in the queue by arrival order/time. Dr. Nyilinkwaya saw the passion with which I did it and he offered me a job,” Marthe said.

“I was always disturbed by the disorder in places that receive many people; I knew that if I was given a chance to do it I would perform very well” she added. “I am al-ways happy when patients are satisfied when I welcome them.” she said.

The only challenge she faces is when she meets some very unhappy patients who do not appreciate her service. Mu-kantwali points out that the job she does requires a per-son to love it, to be patient, and very tolerant otherwise it would be difficult.

Marthe is married with one child and she enjoys taking care of her family, visiting friends and patients and

praying with them. TSM

jeanpaul@theservicemag.com

By Jean Paul UWAYEZU

THEY WOWED US

55Akagera Aviation

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“Kutita kuri tweet y’umukiri-ya ntaho bitaniye no kwan-ga kwitaba telefone ye cy-angwa gusubiza email ye”: Lucy Kiruthu, impuguke mu icungamutungo n’umutoza ku kwakira abakiriya.

Kutita ku mukiriya ni rimwe mu makosa akomeye Bizine-si ishobora gukora ariko kuri ubu byabaye itegeko kuri Bizinesi nyinshi. Kuba sosiyete iri kuva mu buryo bwa analoge ijya mu buryo bwa dijital, Bizinesi nyinshi n’inzego za Leta nyinshi ziri gutakaza amanota mu mitan-gire myiza ya serivise umun-si ku munsi.

Mu myaka mike ishize, imitan-gire myiza ya serivise muri za Bizinesi yagaragazwa-ga n’uburyo abakiriya baje babagana amaso ku maso bakiriwe, ariko uyu munsi imitangire myiza ya serivise igaragazwa n’uko abakiri-ya bakiriwe amaso ku maso ndetse no mu buryo bwa interineti ku bakiriya bari ku mbuga nkoranyambaga. Gera ku bakiriya bawe bo ku mirongo, bari ku mbuga nko-ranyambaga nka Facebook, Twitter, Youtube,Whatsapp, Linkedin ndetse n’izindi.

Bizinesi nyinshi uyu munsi

zibaza impamvu zitakigira abakiriya benshi nka mbere igihe babaga babyigani-ra kuri Bizinesi zabo. Aba-hahiraga ku idirishya ejo hashize, uyu munsi bari ku mu rongo w’itumanaho nko-ranyambaga (online) kandi niba utabafashije abo mu-hanganye muri Bizinesi ba-zabikora. Imbaraga wari ufite mu gucururiza ku idi-rishya, ubu ziri mu biganza by’imbuga nkoranyambaga. Ntushobora kwirengagiza tweet nk’uko Lucy Kiruthu yabivuze kubera ko ari we mukiriya wawe utaha kan-di ushobora gutekereza ko niba abagukurikira kuri Twetter barenga igihumbi kandi umwe muri bo afite abandi barenga ibihimbi 10 bamukurikira bari bubone ibyo yashyize kuri Twetter (retwetter their tweets), biro-roshye kubibara, ubwo ni ibi-himbi 11 by’abakiriya uzaba urimo kwirengagiza.

Nta tandukaniro rihari haga-ti y’umukiriya ubaza ikiba-zo kuri Twitter, Facebook n’ukibaza ahagaze imbere yawe amaso ku maso. Ibyo Bizinesi ifite ntabwo bitandu-kanye, nta tandukaniro riri hagati yo kuba ku murongo w’itumanaho ndetse no kuba ugaragara amaso ku maso.

Itandukaniro riba ku ntera iri hagati yanyu gusa ariko hose uba uhari. Imbuga nko-ranyambaga ni impinduka zidashora guhagarara, ni imbaraga zikomeye zishobo-ra guhindura Bizinesi ntoya zigakomera cyangwa zigatu-ma Bizinesi zikomeye zigwa.

Hari ibintu 2 bikenewe kugira ngo umenyekane bikomeye ku murongo w’itumanaho :1.Umuvuduko2.Kongera ingufu

Kubera iki hakenewe umu-vuduko?Imbuga nkoranyambaga zisaba umuvuduko kuko zi-meze nk’igihe kitagira uwo gitegereza. Akabazo gatoya kashyizwe ku rubuga nkora-nyambaga ntuhite ugasubi-za, bituma abakiriya bawe batekereza mu buryo bukom-eye kandi bubi. Uko ibiba-zo biba byinshi utabisubiza biba bibi kuri wowe.

Abaturage bazatangira kubisangizanya hagati yabo, babishyire kuri Twetter ins-huro nyinshi babyoherereza-nya, benshi babyishimire, kandi mbere y’uko ubimenya bizaba byarabaye ikigwa kizaguha isura mbi kandi kizatuma abashoramari ibi-humbi bangiza ibyo ukora,

Byanditswe na Bonnie Kim

ICT

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utakaze ikizere kizakugora kongera kukigarura.

Shaka umuntu ufite ubunararibonye mu gukurikirana imikorere yawe yo ku mbuga nkoranyambaga. Inshuti yanjye y’inararibonye ku bijyanye n’imbuga nkoranyambaga yanyereka-ga ukuntu akusanya ibyo abakiriya be bavuze.

Afite porogaramu yoroheje, yashyize hamwe abakiriya be ku buryo buri gihe cyose bagize icyo bavuga ahita abibona byihuse.

Urwo rubuga rwitwa “Mention and it works miracles and you can try it”, ugenekereje mu Kinyarwanda bivuze ngo “ Bigaragaze kandi birakora ibi-tangaza kandi ubigerageze”. Igihe cyose ibyo ukora byagaragajwe, ru-rabikwereka kandi ugahita usubiza ako kanya.

ku bumenyi bwo gukoresha imbuga nkoranyambaga ku-gira ngo bubake imikorere yawe ku mbuga nkoranyam-baga.

Mbifurije umwaka wa 2015 wuzuye ubushobozi bw’im-buga nkoranyambaga kandi mukikijwe ubwanyu n’aban-tu babafasha kubaka intsinzi mu kugaragara ku murongo w’imbugankoranyambaga.

Murakoze TSM

Bonnie Kim, umutoza mu gufata neza abakiriya no gucuruza: ibita-bo bye biragurwa cyane. Intyoza mu kuvuga ku rwego mpuzamahangabonniekim@bonniekimltd.com +254720631212 www.bonniekimltd.com

Kubera iki kongera imbara-ga?

Kumenya ikibazo gihari ni ikintu kimwe ariko kugikemu-ra na byo ni ikindi kintu. Ukeneye kugira abakozi bafite imbaraga bashobora gusubiza abakiriya bose ba-koresha imbuga nkoranyam-baga, bakabaha ibisubizo mbere y’uko havuka utubazo duto tubyara ibindi bibazo bituma bakwigaho. Hitamo kandi utere inkunga agatsiko kamwe k’abakozi bawe mu gukusanya abakiriya bako-resha imbuga nkoranyamba-ga kandi ubahembere kuba bafashije abakiriya.

Kuba umuyobozi wa Bizinesi yawe cyangwa abamwungi-rije bahuze ntacyo bitwaye, bagomba kwiga iby’ibanze

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Dressing for an interview When you are going for a job interview, your appearance is important and will contribute towards whether or not you will receive that much anticipated follow-up call informing you that you’ve been hired.

Prior to making a decision on what to wear for a job interview, consider the dress code of the company you are interviewing with, and use it as a guideline; it may be business casual, formal or casual. This discovery will enable you to wear clothing that will make you feel comfortable and allow you to fit in with the dress code of the company. As you aim to look the part and impress, here are some points to guide you along:

- Patterns are more appropriate for business casual job interviews and should be worn to balance and not over power your outfit. For example men can introduce pattern with a tie or checked shirt, and ladies with a blouse.

- Jewelry is most effective when worn subtly to complete your look and not to dominate it. Large chunky jewelry will only act as a dis-traction and may come across as unprofes-sional.

- Ladies, apply makeup moderately, use natu-ral colors and avoid heavy eye shadow, eye-liner and bright colored lipstick.

- For formal interviews, avoid wearing clothes with very bright colors, instead wear calmer colors that flatter your complexion.

- Knowing that you have made an effort to look good, while not going overboard will boost your confidence, therefore men ensure you have a nice, clean haircut that makes you look well groomed.

By Efua Hagan

Dress: 80,000RwfFrom Fashion World Ltd

Blouse: 15,000RwfSkirt: 30,000RwfFrom Fashion World Ltd

Dress: 85,000Rwf From Fashion World Ltd

Dress: 35,000RwfFrom J&J Exclusive

Dress: 80,000Rwf From Fashion World Ltd

Dress: 50,000RwfFrom J&J Exclusive

ms.efuahagan@gmail.com

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Meet Rosemary, a passionate and talented Nigerian make-up artist based in Rwanda, she will be sharing some make-up advice with us.

Hello Rosemary, tell us about yourself?I can summarize who I am in three words; homely, confi-dent and feminine.

What misconception would you say people have about makeup?We all are not perfect, and we all have that one part of our body that we’re insecure about. As a makeup artist I always tell my clients that makeup should never be used to hide yourself.

What are the main func-tions of makeup?Makeup is used to correct mi-nor imperfections like overly carved eyebrows or to con-ceal stubborn blackheads to enhance your beauty. Now don’t get me wrong, that’s not the only use of makeup. The art is also used in film in-dustries, weddings and fash-ion shows.

What is the main guideline one must use when apply-ing makeup?Personally, I am a bold and

confident person, and usual-ly I don’t have to tell people that- my makeup speaks for me. So it goes without saying that your personality should be a guide to the kind of makeup you apply.

What basic cosmetics should every woman have? Mascara, Eyeliner, A brow pencil, Lip balm, Lip gloss, Lip stick, Powder, Makeup-re-mover wipes

What would you consider the biggest make-up blun-der?Harshly lined lips and crook-ed eye brows; either one of them makes you look older and tacky.

Last but not least, what is the best way to match make-up with an outfit?When matching make-up with an outfit, the focus should be on coordinating and blend-ing the colors moderately. Plus I’m a huge fan of match-ing makeup with nail color. Try matching bright colored lipstick with the color of your nail polish. And occasionally, match dark eye shadow with dark nail polish.

Rosemary provides profes-sional make-up services for weddings, fashion shows, photo shoots and many more

occasions. TSM

Tel: 0788435258Email: alex_rose_mary@ya-hoo.caFacebook: That Naija Chick

Model: Female vocal artist Young GraceMake-up by Rose-mary

Model: Mukotanyi RaoulMen’s shirt: 50,000Rwf From J&J ExclusiveTrousers: 20,000Rwf (Fash-ion world Ltd)Leather sandals: 15,000Rwf (Fashion world Ltd)

Model: Mukotanyi RaoulMen’s shirt: 50,000RwfFrom J&J Exclusive

Contact details for Fashion World LtdTel: 078 828 9416Email: mirijona@yahoo.com

Contact details for J&J Exclusive Ltd Tel: 0782300028Email: jnjexclusive@yahoo.com

ms.efuahagan@gmail.com

FASHION PAGE

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Miss Rwanda 2015Source: Muzogeye Plaisir

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PICTORAL

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Isaano Festival

Source: Positive Productions

Kigaliup soundcheck series no.3 - Thais Darria - Cissoko N.

Source: Illume

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