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| TRAINING COURSES | ||
| COMMUNICATIONS | ||
| EFFECTIVE COMMUNICATION IN THE WORK PLACE | |
| FRONTLINE CUSTOMER CARE | ADVANCED FRONTLINE CUSTOMER CARE |
| REPORT WRITING SKILLS | BUSINESS LETTER WRITING SKILLS |
| INTRODUCTION TO PUBLIC RELATIONS (4 day workshop) April & October, 1999 Objectives This course covers those areas of Public Relations which are relevant to Swaziland, including definitions and applications of Public Relations; communication skills; the media; PR writing; media interviews and public speaking; exhibitions and promotional events; internal PR, PR tools and planning. Participants It should be noted that this is not a course for receptionists and telephonists for whom we recommend the Frontline Customer Care programme. It is, however, suitable for Managers involved in publicity and corporate image as well as Senior Personnel Assistants who have the mandate to deal with such issues as media statements and general publicity. This programme compliments the Customer Care workshop and is ideal for participants who are already versed in this topic but who require more technical knowledge of PR. Course Structure and Content The content is relevant to a cross section of Swaziland's economy, including large, medium and small concerns, Government ministries and departments, and NGO's. It is structured in modular format and includes the following topics: Definitions and applications of PR The PR practitioner and PR ethics The media and PR writing skills Media interviews and public speaking Exhibitions and promotions Internal PR PR tools, tips and activities EFFECTIVE COMMUNICATION IN THE WORK PLACE (3 day workshop) May & September, 1999 Objectives This three day workshop has been designed to impart to participants the fundamental importance of effective communication between individuals outside of and within their respective organisations. At the end of the course, participants will be more confident to communicate more efficiently both verbally and in writing. Participants The workshop is designed for supervisors and managers in any organisation that require effective communication in the workplace. Course Structure and Content The workshop is presented in modular format and will cover the following topics: Defining Communication Concepts of the Communication Process Communication Barriers Organisational Communication Systems Formal and Informal organisation communication techniques Different Forms of Communication Listening Styles and Skills Improving your Ability to Listen Understanding Intercultural barriers to communication Overcoming Intercultural barriers Communication and the Industrial Relations Function Advantages of Employer-Employee Downward Communication. FRONTLINE CUSTOMER CARE (3 day workshop) February, June & November, 1999 Objectives To impart communication skills and promote participants’ self-confidence in order to enable them to create harmonious relationships within the workplace and with customers, and to demonstrate how to deal with adverse situations in a constructive manner. The workshop is suitable for Secretaries, Tellers, Switchboard Operators, Receptionists, Credit Controllers and others who interact with the public on a daily basis. Participants People who come into contact with customers in their daily duties, including those providing services and information to members of both the public and private sectors. Course Structure and Content This modular programme includes the following topics: Assertiveness Skills You and Your Organisation The Role of the Receptionist and Meeting Customers Serving our Customers Customer Retention Communication and Listening Skills Telephone Skills Handling Complaints ADVANCED FRONTLINE CUSTOMER CARE day workshop) May & September, 1999 Objectives Keeping customers for life is a very useful resource for both small and large organisations or business owners. It is beneficial for everyone who wants to compete in today’s market place. This two day workshop is therefore designed to equip participants with a service- oriented culture. It is a follow up to the Frontline Customer Care Programme. Participants Previous participants from the Frontline Customer Care courses, Sales Persons, P.R.O.’s, Credit Controllers, Frontline Managers and Supervisors. Course Structure and Content The course consists of the following modules:- The effect of customer care on business profits The role of the first-line managers in customer care The real meaning of customer care and its use as a competitive tool The elements influencing customer care Ways of enhancing customer relations The importance of effective communication and rapport in customer care Why involvement of all employees is essential Some management tools and available aids How to develop and implement a customer care programme 50 ways to keep your customers for life Customers satisfaction and retention surveys Customer information and profile Case studies and exercises REPORT WRITING SKILLS (3 day workshop) March & August, 1999 Objectives There is a great personal satisfaction in having a successful proposal or a report which moves others into action. This three day intensive workshop will therefore highlight the importance of clear, concise and attractive presentation of written information. In particular, employees of government, parastatals, NGO’s and private sector organisations will be taught the key features and requirements of putting together written proposals. They will also acquire skills in writing and organising management and administrative reports. Participants Employees who are required to produce administrative and management reports whether they are in government, parastatal, N.G.O.’s and private sector organisations. Course Structure and Content This modular programme includes the following topics: Introduction The purpose of the report The reader Matching the purpose to the reader Materials and structure of a report Style and presentation The principles of report writing Presentation skills Exercises BUSINESS LETTER WRITING SKILLS (3 day workshop) April & June, 1999 Introduction This three day workshop has been designed for business owners, Managers, Sales Representatives, Credit Controllers and Sales Supervisors who have to write letters from time. The workshop aims at imparting to participants the writing tactics. Course Structure and Content The Basics of Letter Writing Planning your Letter Creating the Correct Impression Choosing an Appropriate Layout Selecting a Format A Step-by-Step Checklist Caring for Customers Handling Purchases Managing Accounts Practical Examples and Exercises |
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