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Hospitality and Hotel

 

Fundamentals of Customer Service Management Course

Starts: 6th Feb, 2020

Location: 12b, Olumoroti Street Gbagada Phase 2, By Gbagada Exp-way

Summary

In this course we focus extensively on the behavioral, social and interactive aspects of customer service. This course emphasizes communication skills and the ability to understand and use all aspects of behavior and body language to ensure that all customer interactions remain positive and end successfully. Course Methodology In the first phase of the course a variety of methods such as case studies, self-awareness questionnaires, and exercises that help participants apply some of the customer service tools discussed, as well as some video clips are used. In the latter part of the course participants will role play gradually more challenging scenarios. These will be videotaped, reviewed and discussed in order to maximize the learning process and develop participants’ self confidence in their own ability to handle difficult situations professionally. Course Objectives By the end of the course, participants will be able to: Explain the importance of superior customer service in any situation and in any environment Use tried and true communication techniques to maximize their overall effectiveness Demonstrate how to perform their duties in such a way that customers will remember the encounter positively Apply the proper behavior and communication skills in the most appropriate way regardless of the difficulties Apply practical methods to turn upset customers around, win their thanks and gain their respect Target Audience Employees at any level of any organization who deal directly with customers, whether internal or external, and who want to hone their communication skills in a supportive and professional environment with the aim of maximizing customer satisfaction on the job. Target Competencies Customer orientation Emotional control Empathetic outlook Flexibility People reading Self-management Role awareness Course Outline Definition of customer service A glimpse at the definition Customer service in a shop Customer service in a restaurant Customer service in a company Customer service in any organization The two main dimensions of service Competition versus monopoly Private versus government Internal customer versus external customer What is really customer service Explicit versus implicit elements of service Some customer service models The ‘PRIDE’ model The ‘RATER’ model The ‘kano’ model Customer service and emotional intelligence Definition of emotional intelligence Emotional intelligence for customer service Building your emotional intelligence Customer service, behavior and communication Behavior is communication Body language Listen before you speak Expressing yourself Appropriate behavior and communication according to situation Projecting Positive Image Generic elements of your image Respect is a two-way street Showing empathy Eagerness to help Professionalism is key Self confidence Fairness in all dealings Specific elements of your image Knowledge The way you look and dress The language you use Your body language Building rapport Customer service situations Scenarios analysis and role-plays Easy, regular situations Common but sensitive situations Complaints, problems and other difficult scenarios Phone: Tayo Oluwole 07034854045

Customer Relationship Management Training

Starts: 21st Oct, 2019

Location: 12 Jibowu Street

Summary

Customer Relationship Management Training The Exceptional Customer Service Course is a two (2) day training designed to equip participants with the skill sets which are essential in the Customer service field. Participants will not only develop better communication skills and problem-solving abilities but will also learn how to manage human relations more effectively. This course is facilitated by our team of experts with extensive experience. Who Should Attend? Customer Service Representatives, Front Desk Officers, Administrative Officers, Managers, Business Development Executive, Company Owners, Accountants and everyone involved in the business in one way or the other. Course Content What is Customer service Who are Customer Service providers Communication skills Establishing your attitude Identifying and Addressing Customers’ needs Generating return business In-Person customer Service Giving Customer Service over the Phone Providing Electronic Customer Service Recovering Difficult Customers Understanding When to Escalate Ways to WOW your Customers Listening skills. CRM Software What You Will Learn Participants will be aware of the dos and don’ts when dealing with customers, and the benefits of providing great customer service. Also you will know the essential factors that are important in customer service and develop a customer-friendly approach that is right for your business. It will serve as a complete toolkit for all individuals who desire to build a career in customer service relations and client relationship management. Essential skills needed to improve customer satisfaction and loyalty which will help the business retain customers and improve profits. It costs less to retain loyal customers than to acquire new ones. Good listening skills and questioning techniques that can shorten the interaction time with customers, This will enable the customer service professional serve more customers in less time yet leaving each client satisfied. For registration please call 08139112519 or send an email to training@lonadek.com

Cabin Crew Certificate

Starts: 12th Aug, 2019

Location: Online

Summary

Have you always wanted to work on an aircraft and be zipped around the world? Do you already work in the aviation industry and want to improve your career prospects? The cabin crew certification will teach you everything you need to know to enjoy a successful career as a valued member of the cabin crew on board planes around the world. This online study course is designed to give you an introduction into cabin crew careers. It is broken down into twenty informative and manageable modules, which take around ten hours to complete.You study online at your own pace. As long as you have access to the internet, you can study from anywhere where you are comfortable, whether it's at home or at your desk during your lunch break. Because there is no schedule or deadline to complete the course, you can work full time and study when you have the time, you can complete the course in two days or two months, this is down to personal preference and the time you have available.When you have studied all twenty modules, you will need to complete a multiple-choice test with a pass mark of seventy five percent. In the event you don't pass the first time, you will be given an opportunity to go back over the modules and retake the test. On successful passing, you can download and print your certificate. What You Will Learn The twenty information packed modules will teach you the following: Understand passenger aviation. This covers the history of cabin crew members, what to expect when working as a member of a cabin crew and the hierarchy on the airline. Learn about the different aircrafts you can work on from private charters to budget flights and which offer the best career prospects looking forward. Get an understanding of the aviation rules. You will learn which governing bodies regulate British air travel, what ATOL is and how the regulations change and what you can do to prepare for these changes. Identify with various aviation abbreviations. Know when they are used, why you need to know them and the most common abbreviations you will hear throughout your career. Learn how to adapt to different time zones and how currencies are calculated. Get an understanding of weather conditions and interruptions. You will learn more about turbulence, what weather conditions can impact a flight and how to keep your passengers safe. Know the layout of a commercial flight from the area names to what areas you can and cannot enter. Learn about communications systems and passenger announcements. You will learn how to effectively communicate with passengers and flight crew. You will also learn how to adapt your tone of voice when using the communications systems. You will learn about the galley (kitchen). You will learn how to keep it safe, how to use it for storage and how to maintain privacy in the galley at all times. Learn about emergency exits on the plane from the different types and locations to opening them in the event of an emergency. Learn everything you need to know about hand luggage from when it's not appropriate to legal guidelines, restrictions and storage. Understand emergency equipment and how to use it. Learn about the different flight procedures and what you need to know. Know the different types of emergencies you may be faced with when on duty. Know how fires on board may start and how to handle them effectively. Learn the importance of health and safety for crew and passengers. Get essential medical and first aid knowledge you may need during a flight. Understand about your uniform and personal grooming and why it is so important. Get useful advice on fatigue management. Learn valuable crew resource management tips and advice. Benefits of Cabin Crew Certification Improve your career prospects. Learn valuable knowledge, skills, advice and guidance to help you achieve success as a valuable member of the cabin crew. Study online from anywhere. Study at your own pace. Use any device to access your study modules. Enjoy the convenience of online support throughout your studies. Download and print your industry recognised certificate on successful completion.

Hospitality Etiquette and Customer Service Excellence Training

Starts: 5th Aug, 2019

Location: GoldStead Training Centre 117, Shasha Road Akowonjo

Summary

Success in any industry relies on relationships: with co-workers, clients, suppliers or investors. When you are polite and considerate in dealing with others, you’re more likely to create engaging, productive and long-term business relationships. Therefore, knowledge of etiquette and customer service excellence is vital. This programme will introduce participants to the principles of building and maintaining professional relationships, as well as providing practical guidance for typical workplace situations. In this course we are also going to look at the hospitality etiquette best practices, what customer service is and isn't and identify how you can understand and provide excellent customer service.

Basic Front Desk and Customer Service Skills Course

Starts: 22nd Jul, 2019

Location: GoldStead Resources Ltd n0 117 Shasha Road Akowonjo

Summary

Several activities taking place at your workspace, co-workers asking questions, strict deadlines to meet, phones ringing, and there comes a customer or even customers and the environment becomes pressurized. As a front desk/customer service officer in an organization, how do you handle several people and requests simultaneously with professionalism and poise? Providing excellent customer service is the most important thing a front-desk officer does. This 5-day intensive program is always designed to equip front desk and customer service officers with the necessary skill required to man the front desk effectively and create positive first impression. In this course we are also going to look at what customer service is and isn't and identify how you can understand and provide good customer service. Course Content: The Role of the Front Desk Officer Basic Front desk etiquettes 10 commandments of the front desk office 12 necessary and essential skills of the front desk officer Manners, culture and personal attitudes Dressing and grooming issues Working in a high-pressure environment Multitasking: Joggling multiple tasks Customer service excellence- The golden rule Visitor management systems Basic communication skills Listening and questioning skills Improving your telephone manners Handling difficult people Personal development/self-motivation Personal time management.

Hospitality Etiquette and Customer Service Excellence Training

Starts: 5th Aug, 2019

Location: GoldStead Training Centre 117, Shasha Road Akowonjo

Summary

Success in any industry relies on relationships: with co-workers, clients, suppliers or investors. When you are polite and considerate in dealing with others, you’re more likely to create engaging, productive and long-term business relationships. Therefore, knowledge of etiquette and customer service excellence is vital. This programme will introduce participants to the principles of building and maintaining professional relationships, as well as providing practical guidance for typical workplace situations. In this course we are also going to look at the hospitality etiquette best practices, what customer service is and isn't and identify how you can understand and provide excellent customer service.

Hotel and Hospitality Management Training

Starts: 1st Jan, 2019

Location: 41, Isolo way, 7 and 8 Junction International Airport Road, Isolo

Summary

At the end of this training, the participants should be able to perform the following: Selecting and validation of analytical methods or standard operating procedures Performance criteria in quality assurance procedures Documentation and revision At the end of the Training, Successful candidates will be issued professional Certificates from Jobskills Training Institute, with a wide range of international and Local accreditation. Training syllabus base on international curriculum of best practice and delivered by Certified instructors with years of industry-based experience Course Outline System suitability specification Quality control proficiency testing Accreditation requirement Sampling Statistical Calculation

NHTIC

Starts: 2nd Mar, 2019

Location: lagos

Summary

Nigeria Hotel and Tourism Investment Conference (NHTIC), is an annual event of international level aimed at promoting the Hotel and Tourism business and related Real-Estate projects in Nigeria and the West African region. to develop in the coming years. It will certainly help you understand where the industry is today and where it is heading, but above all, it helps you understand where the opportunities lie, how to meet the right partners and build the partnerships that may increase business opportunities. We will be discussing about hotels, resorts, related real estate projects -including shared ownership- or about overall leisure and tourism development projects in Nigeria and areas of influence in West African sub region. This is your opportunity to meet top influencers in the sector within and outside Nigeria and it will be our pleasure to welcome you.

women in hospitality Nigeria

Starts: 21st Mar, 2019

Location: The Seattle Resident And Spa, 12A, Wailter Carington Crescent, Victoria Island

Summary

Join us at the maiden edition of HospitaliTEA as we discuss The Social Media Guest with experts in branding, social media marketing, hospitality, travel & leisure. Email : info@wihninitiative.org

Hotel Assets Management (HAM)

Starts: 30th Jul, 2019

Location: Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba

Summary

This course will discuss about operational savings and cost avoidance through optimization of assets. It will help you manage your assets so that you have the right assets, in the right place, at the right time. CONTENT Introduction Asset management Ensuring assets are safe and ready to use Hotel management Lifecycle management Applying efficiency with assets at the hotel How assets affect hotel managers Replacing assets at the optimum time for cost and performance FOR WHOM:Accountants, Assets Managers, Auditors, Heads of Departments, Decision makers, CEO, Supervisors, Managers and other who perform related functions TRAINING METHODOLOGY The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

Hotel Front Desk Management

Starts: 6th Aug, 2019

Location: Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba

Summary

When it comes to creating positive first impressions, the job of front desk associate is arguably the most important of any hotel staffer. For guests booking online or via third parties, the front desk literally is their first impression. Even for those who have spoken with the reservations team by phone prior to arrival, their front desk arrival experience will set the tone for their entire stay.Upon completing this course you will have the skills to: Sell the hotel property's features and the attractions surrounding it Skillfully answer questions and make helpful recommendations Create a positive first impression and win a guest’s loyalty Handle all front desk operations CONTENT: Interpersonal Skills Guest Services Reservations & Sales Arrivals & Departures Departmental Operations Safety & Security FOR WHOM:Front Desk Agents, Accommodation reservation and sales agents, Guest services attendants.

Hotel Quality Control (HQC)

Starts: 20th Aug, 2019

Location: Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba

Summary

The course is designed to provide participants with a solid foundation of all the core elements of hotel quality improvement. CONTENT Introduction to Hotel Quality Quality Management-Tools & Theories Statistics in Quality Accreditation in Hotel Quality Quality in Hotel Organizations Dashboards and Scorecards Past, Present & Future of Hotel Quality FOR WHOM:Quality control Managers, Supervisors, Managers, Heads of Departments, Team Managers, staff and others who perform related function

Hotel and Hospitality Management

Starts: 27th Aug, 2019

Location: Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba

Summary

This program is designed to help students to develop the strategic & analytical skills they need to succeed in today’s hotel industry. Covering all hotel departments, each of the course topics examines a specific department or function and presents a variety of viewpoints on the duties, responsibilities, problems, and opportunities encountered there. Linking theory with real- world problems and solutions, multidimensional case studies encourage critical thinking. This approach challenges students to identify the issues central to complex management problems, understand the structure of department resources, and harness those resources to solve problems in the workplace. Develop operational expertise and management skills in front office, housekeeping, food and beverage, and kitchen operations Acquire knowledge and skills related to the use of hospitality information systems Apply customer service skills to identify and exceed customers’ expectations CONTENT Overview of Hotel Management & Hospitality Industry Organization (Organizational Design, Hotel Organization Structure etc.) General Managers: A View at the Top Operations: Rooms Operations: Housekeeping, Engineering & Security Food & Beverage Division Marketing & Associated Activities Financial Control & Information Management Human Resources Policy Management FOR WHOM:Hotel Managers, Decision Makers, Human Resources Managers, Heads of Department, Supervisors and others who performed related functions

Best Practice in Hotel and Restaurant Management

Starts: 27th Aug, 2019

Location: Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba

Summary

When most people think of the hospitality industry, they usually think of hotels and restaurants. However, the true meaning of hospitality is much broader in scope. According to the Oxford English Dictionary, hospitality means “the reception and entertainment of guests, visitors or strangers with liberality and good will.” Hospitality, then, not only includes hotels and restaurants but also refers to other kinds of institutions that offer shelter, food, or both to people away from their homes. We can also expand this definition, as many people have, to include those institutions that provide other types of services to people away from home. This might include private clubs, casinos, resorts, attractions, and so on. CONTENT The hospitality industry and you Forces affecting growth and change in the hospitality industry The restaurant business Restaurant operations Competitive forces in food service On-site food service Issues facing food service Role of service in hospitality industry FOR WHOM:Supervisors, Managers, Chefs, Human Resources Manager

Hotel Accounting

Starts: 3rd Sep, 2019

Location: Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba

Summary

We believe accounting serves a purpose beyond presenting the historical financial position of a hotel. Timely accounting information, properly presented, is information that management can use to improve future performance and compare income and expenses to past performance and future goals. CONTENT Purpose and role of Management Accounting Standard Costing and Budgetary Control Decision Making The Management of Working Capital Investment Appraisal Management Accounting and Computers. FOR WHOM:Accountants, Auditors, Managers, Decision Markers, Heads of Departments, Supervisors, Budget Managers and others who performed related functions

Introduction to Hotel Revenue Management

Starts: 3rd Sep, 2019

Location: Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba

Summary

An introduction to revenue management as a systematic process designed to increase revenue by leveraging tools designed to manage length-of-stay and apply effective pricing strategies.Implementing a revenue management strategy can be one of the most important revenue-generating initiatives available to a hotel, significantly increasing room revenue and profits. This course provides an overview of revenue management applications to the hotel industry designed to inspire a strategic shift to managing revenue per available room (RevPAR). Revenue management is a systematic process designed to increase revenue by selling the right room to the right person at the right time for the right price. In addition to evaluating different pricing models and applying duration-management strategies, this course provides a foundation for more advanced revenue management courses in forecasting, group management and overbooking, pricing strategy, and application of revenue management techniques to other hospitality-related industries including spas and athletic facilities. Participants who complete this course will be able to... Describe hotel revenue management and its benefits to the organization Discuss the strategic levers of hotel revenue management and how they can be manipulated to increase revenue Describe hotel revenue management in terms of its component parts and critical considerations Recommend non-traditional ways in which revenue management techniques can be applied to increase revenue in the hospitality industry CONTENT - What is Hotel Revenue Management? An Overview of Hotel Revenue Management Necessary Conditions for Revenue Management - Measuring Success with RevPAR RevPAR-Measuring Revenue Calculate RevPAR - Managing Duration Reducing Duration Uncertainty Tips for Managing Duration - Controlling Price Variable Pricing Best Available Rate Leverage Price - Implementing Revenue Management Component Parts of Implementation - Revenue Management Everywhere Managing Revenue in Other Industries FOR WHOM:This course is designed for hospitality managers, general managers, revenue managers, and other hospitality professionals responsible for the financial performance of their organization.

Hotel Human Resources Management

Starts: 10th Sep, 2019

Location: Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba

Summary

One course required for hotel tourism is hotel human resources management. This course teaches prospective hotel employers and owners how to treat employees. It goes over the legalities of hiring and firing as well as how to set wages, orientation preparation and how to follow hotel regulations. Classes in human resources teach that there is specific paper work that must be filled out, such as employee contracts and job history that not only need to be filled out specifically but must also be treated as private material and disposed of properly. Hotel Human Resource management is an evolving and dynamic field that challenges the ability of even the most seasoned professionals to keep abreast of the latest policies and practices. Whether you are a specialist or generalist, human resource management skills is relevant to all levels of management. CONTENT: Introduction Strategic of Human Resource Management Aims of Human Resource Management Staff Training Internal and external Recruitment Departmental Operations FOR WHOM:Human Resources Manager, Employers, Admin Personnel and other who performed related functions

Modern Methods of Hotel Maintenance and Operation

Starts: 28th May, 2019

Location: Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba

Summary

This course combines hospitality subjects including rooms division reception and restaurant operations combined with hotel maintenance. Having great maintenance management tools such as a CMMS system can certainly help hotels contain operational costs as well as manage the useful lifecycle of assets. However even the use of the best CMMS software in the world won't do a hotel much good if the tools they provide for maintenance planning are not being used properly. Maintenance planning is much more than setting out a schedule of maintenance items and hoping that staff can accomplish as many as possible. Without good maintenance planning hotel maintenance staff will seem disorganized or always seem to be fighting one fire after another. More importantly operating costs start to increase due to the amount of unplanned/emergency repairs as well as accelerated capital replacements. CONTENT Maintenance Planning Maintenance Scheduling Effective Maintenance Management Fire Prevention Staff Training and Development Optimizing Life Cycle of an Equipment FOR WHOM:Maintenance Personnel, Managers, Supervisors, Security Personnel and others who perform related functions

Booking Practices in Hotel Revenue Management

Starts: 17th Sep, 2019

Location: Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba

Summary

Overbook strategically to account for no-shows and minimize costs, uncertainty, and customer impact. Examine visiting groups' costs and revenues to identify profitable targets. Examine the components of a successful overbooking strategy: no-show forecasting, no-show rates, arrival uncertainty, pricing policies, and cancellation forecasts. Learn the risks of overbooking and review strategies to minimize costs and mitigate customer impact. CONTENT Overbooking Practices When you have completed this module, you will be able to: Discuss arrival uncertainty List reasons for no-shows Relate the no-show problem to hotel revenue management Using no-show data, find the probability of one or more no-shows Explain one method for forecasting no-shows List several no-show-management challenges Use the overbooking-ratio method to manage no-shows Group Management When you have completed this module, you will be able to: Define nonyieldable business Describe the nature and significance of long-term, medium-term, and short-term group decisions Discuss the significance of groups in the management of revenue Discuss medium-term group decisions Use the displacement model to calculate a group rate Use two group-forecasting methods Create a group forecast using the pickup method List factors affecting group-forecasting error Explain why forecasting accuracy is important FOR WHOM:This course is designed for hospitality managers, general managers, revenue managers and other hospitality professionals responsible for the financial performance of their organization.

Hotel Warehousing and Stores Management

Starts: 17th Sep, 2019

Location: Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba

Summary

The purpose of this workshop is to show how to implement all of the essential tools such as production, product, suppliers, customers and the associated product throughputs and volumes for the effective management of warehousing and stores. CONTENT The Role of the Warehouse Why we need a warehouse What functions they cover How do they fit into the supply chain The balance between sorting and storing The location and capacity of warehouses Product Classification Supply/demand variables ABC Analysis or the 80/20 rule Determining product handling groups Throughputs and product formats Health and Safety Duty of care Inspections and risk assessments-task analysis Equipment maintenance and care Raising people's awareness Security and Loss Minimizing internal theft Minimizing external theft Preventative measures will be briefly discussed Productivity and Costs Fixed and variable costs Typical costs involved A model for understanding the roles of productivity, utilisation, and performance Setting productivity and cost targets The importance of having measurements and key indications of performance FOR WHOM:Stores/Warehouse Staff, Supervisors, Managers, and others who perform related functions.

Hospitality and Event Management for Hotel Managers

Starts: 10th Sep, 2019

Location: Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba

Summary

This workshop provides participants best practice for hotel managers in managing events. CONTENT Planning exhibition hall layouts and activities programme such as workshops, seminars and demonstrations Preparing venues and ensuring all necessary equipment is available Selling stand/exhibition space to potential exhibitors Seeking and securing sponsorship Arranging insurance cover and ensuring legal, health and safety requirements are adhered to Coordinating caterers, stand designers and equipment Organising car parking facilities, security, first aid and catering Promoting the event and organising the production of tickets, posters, catalogues and sales brochures Supervising the dismantling and removal of stands. FOR WHOM:Managers, Supervisors, Events Managers and other who perform related functions

Housekeeping and Room Management Supervision

Starts: 18th Jun, 2019

Location: Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba

Summary

In this workshop, participants will acquire advanced knowledge and skills in housekeeping and room management that will allow them to perform well. COURSE Details Room Management Housekeeping Operations Laundry Operations Room Allocation and Dislocation Personal Planning & Development Customer Service & Effective Communication Languages Applied Housekeeping Operations Basic First Aid and Fire Safety Training FOR WHOM:House keepers, Managers Supervisors & others who perform related functions TRAINING METHODOLOGY The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

Advanced Office Management and Administrative Skills Course

Starts: 11th Feb, 2019

Location: 5/7 Alade Lawal Street, Opposite Divisional Police Station, Off Ikorodu Road, Anthony

Summary

To excel as a Senior Office Manager, Administrator or Secretary you need to perfect your interpersonal and behavioural skills, to ensure you stay in control and on top of every one of your responsibilities. Broad Competencies Addressed: Ability to prioritize and cope with multiple tasks Ability to think as a manager - planning, making decisions and solving problems Ability to improve communication skills to enhance relationships Ability to manage your thoughts and feelings and improve self-confidence Ability to be assertive and therefore more effective in the workplace Ability to understand and develop interpersonal skills Course Contents Day One Taking Control of Your Work Life Understand and clarify your purpose and vision External and internal customer service knowledge and skills Control, prioritize and organize your work Get your paperwork under control Streamline your office systems Make your office user friendly and efficient Make a long term plan to create the best office in the organization. Day Two Essential Administrative Skills Harness the power of the mind - through Mind Mapping Techniques Problem solving techniques Manage meetings effectively Work successfully with more than one manager Manage larger projects to meet deadlines. Day Three Vital Communication Skills Different styles of communication Learn to be more assertive Win-win conflict resolution Understand and using body language Overcome biases and discomfort associated with exercising power Understand different personality types and how to deal with them Create an effective working relationship with any kind of boss Day Four Developing as a professional Listening skills - seek to understand before being understood Management skills vs. Leadership skills Painless methods for giving corrective Feedback Best practices for delivering positive Feedback. Self-Empowerment and Self-Management Understand the main causes of stress The signs, symptoms, causes and triggers to stress The essential skills of emotional intelligence Become a more proactive, responsible and self-aware person Continuing Professional Development - where to go from here. Day Five Managing the Organization’s Assets The float or imprest Track small cash expenses Manage stores items Control of costs Repairs and maintenance Health and Safety Security policy and management