access bank training proposal(1)

1A Femi-Ayantuga Crescent, Surulere,

Lagos. Tel- 08085952772,08020376984 Email – [email protected]

www.personneltyfit.com

COMPETENCY DEVELOPMENT PROPOSAL

P E R S O N N E L T Y F I T L T D .

1 A F E M I A Y A N T U G A C R E S C E N T

S U R U L E R E

L A G O S

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OVERVIEW

The aim of this proposal is to recommend learning

interventions that will assist Access Bank achieve the goal

of improving organizational performance through

training and development.

It emphasises important training programs necessary to

fill the skill gap identified by Access as being very

important to the specific area of expertise for her

employees.

1A Femi-Ayantuga Crescent, Surulere, Lagos Tel- +234.808.595.2772,

+234.802.037.6984 Email – [email protected]


January 9, 2014. The Head, Human Resource Department, BMSL, Lagos Dear Sir/Madam, PROPOSAL FOR TRAINING ACCESS BANK STAFF Thank you for inviting our organization Personnelty Fit Limited, a specialist provider of customer service, marketing communication, leadership and professional polish trainings to send in a proposal for training your valued employees. PFL is managed by a team of experienced and versatile Nigerians with

many years of local and international industry experience. We have been

in the training business since 2007 and operate out of offices in Lagos and

Abuja. We have provided training services to several local and

multinational companies operating in the Nigerian oil and gas industry,

financial sector, automobile amongst others. Our clients include: Nigeria

Ports Authority (NPA) Elizade Toyota Nigeria, QEDI International Oil & Gas,

Ankor-pointe Integrated Services, Port@Lekki, FCMB Capital, Skye Bank,

Cephwell Resources Limited, among several others.

Some of the training projects we have successfully executed include:




+ Corporate Public Relations Strategies Course for the Nigerian Ports Authority (NPA)

+ Customer Service and Conflict Resolution Training for Skye bank + Leadership and Soft Skills Training Program for Elizade Toyota

Nigeria. + Change Management and Effective Communication program for

Cephwel Oil & Gas Nig. Ltd. + Advanced Business writing Skill Training for PPI Technologies Ltd. + Marketing, PR and branding consulting for QEDI Oil & Gas

International

PFL wishes to work with Access Bank to fulfil its training and manpower

development needs. We believe we can assist Access Bank to achieve its

training objectives given our considerable expertise and experience in

training solutions to similar organizations.

Kindly find below a detailed module outline on the identified competency

development areas within Access bank. We look forward to receiving a

swift response from your organization.

Thank you. Muna Onuzo-Iyanam Managing Partner




INDICATIVE COURSE SCOPE AND OUTLINE 1) PUBLIC SPEAKING AND PRESENTATION SKILL TRAINING This course is designed to provide delegates with the basic skills, techniques and practice needed to deliver a stylish and confident presentation. Delegates will learn skills of delivery that will build their confidence and credibility. They will learn how to manage anxiety and speak in an individual and compelling manner. MODULE 1 INTRODUCTION Rationale and purpose of presentations

First questions about presentations Presentations as a form of communication Communication barriers and processes Presentation target – The audience Audience size and characteristics

MODULE 2 PLANNING A PRESENTATION Presentation objectives, content, form, structure,

method of delivery, drafting the presentation Balancing verbal and non-verbal messages. Practice non-verbal impact skills to reduce nervousness

MODULE 3 PREPARING AND GIVING A PRESENTATION Using visual aids and support materials

Managing the presentation environment Describe the advantages and disadvantages of different

room setups Anticipate, avoid and handle equipment problems Practical sessions




Benefits of Rehearsing Feedback session

MODULE 4 PRACTICAL APPLICATION OF MODULE 1,2 & 3

2) VOICE TRAINING FOR CUSTOMER SERVICE AND CALL CENTRE STAFF

In every profession, communication is paramount. Clarity in expression

and articulation can make an interview, sell a product, impress a board

room, or get you the part!

The objective of this training program will be to help participants

understand and use a neutral English accent that can be easily understood

by people from various cultures across the globe. The methodology will

include a combination of presentations, activities, assignments, evaluations,

practice and feedback.

MODULE 1 ELEMENTS OF SPOKEN COMMUNICATION:

Inflection Pausing Reducing rate of speech Volume and tone Pitch Clarity and enunciation

MODULE 2 ACCENT NEUTRALIZATION Identifying and dealing with Mother Tongue Influence

(MIT) Pronunciation Vowel Sounds and Consonant Sounds Using a neutral accent Intonation Patterns Resonance Zoning




Vowel Changes Consonant Changes Colloquialisms

MODULE 3 ACCENT ACQUISITION Resonance

Intonations Vowel Changes Consonant Changes Articulatory Placement and Zoning

MODULE 4 VOICE COACHING Range

Articulation Text Work Power Breath Support Improvisation Versatility Tone Presentation Endurance Vocal Health Debate Voice with Movement

3) CREATIVE BUSINESS WRITING SKILL TRAINING

This course is designed to develop and refine the employees business writing skill. It will empower the delegates with the competency to respond to various types of business writing. This course will also enable delegates




to acquire a competitive edge amongst their peers that will help them outclass the competition. MODULE 1 FUNDAMENTALS OF WRITTEN COMMUNICATION Definition of written communication

Why is good business writing good for business The 7Cs of professional business writing Commonly used business documents

MODULE 2 WRITING IS EASY Developing a focussed mind-set towards writing

Pre-writing techniques The fear factor Getting to results

MODULE 3 THE WRITING PROCESS Definition of context and content

Objective, audience and tone Active listening Building objectives Discover your strategy

MODULE 4 PLANNING Visualization

The role of details Taking ownership The internet age

MODULE 5 WRITING Organizational structure in business writing

Definition of writing style The 5 proven styles of writing Writing models Relationship between styles and models

MODULE 6 CREATIVITY IN WRITING Making distinctions with words

Modifying words and phrases Summary skills




Persuasive language MODULE 7 PRESENTING How to write a business memo

How to write a sales proposal How to write a press release How to write a business email How to write a business thank you note How to write a business proposal How to write a report How to write an executive summary

MODELU 8 REVISING The critical 3 step approach in revising

The Assessment Rule Focussing on positives Consistency in writing Comparatives and superlatives The role of punctuations

4) CUSTOMER SERVICE DYNAMICS AND RELATIONSHIP BUILDING

This course will develop the participants’ skill and ability to deliver exceptional customer service to your treasured customers. It also empowers participants with the ability to provide effective conflict resolution to customer service problems in a timely and most efficient manner. MODULE 1 COMPASSION FOR THE CUSTOMER Identification of customer values

Distinguishing between customers’ moments of truth, misery and magic

Understanding customer behavioural patterns Internal customers Vs. external customers 6 basic needs of customers




Customer working styles Developing personal skills that influence other people

positively. MODULE 2 LISTENING AND PROBLEM SOLVING SKILLS Understanding the successful attending skills for

listening Understanding the self-identity tendencies that block

attending Effective use of closed and open ended questions Questioning and bridging techniques of resolving

customers problems MODULE 3 COMMUNICATION AND TELEPHONE SKILLS How to develop a great telephone voice

Telephone etiquette The power of behavioural flexibility in communication

MODULE 4 HANDLING TENSE AND MULTI-TASKING SITUATIONS Understanding the concept of tension management

Practical session on tension management Handling skills for disgruntled, unhappy and irate

customers Role plays Question and feedback session

5) MANAGING UPWARDS – MANAGING YOUR BOSS

This course is designed to increase the level of initiative of delegates in order to build a better working relationship with their bosses. Delegates will learn how to be proactive, taking the lead in communicating and actively seeking ways to assist managers achieve their goals. MODULE 1 HOW TO BE INFLUENTIAL WITHOUT FORMAL POWER ROLES

Managing and influencing others without formal roles




Understanding of the principles that control human behaviour in order to influence

Manipulation Vs. influencing MODULE 2 PROVIDING POSITIVE FEEDBACK TO MANAGEMENT Why do Nigerians fail to give positive feedback to

managers? What happens if you fail to give regular feedback? Increasing your value by acknowledging suggestions,

coaching and management’s time with you. MODULE 3 IDENTIFY WHAT MOTIVATES YOUR MANAGER What is ”interviewing by chatting “

Motivating with “value questions”

Identify what motivates and de-motivates your manager

Applying the technique with colleagues, friends and family members.

MODULE 4 DEALING WITH DIFFICULT MANAGERS

Recognising and dealing with managers who suffer from “imposter syndrome”

Techniques to deal with managers who want to over-supervise.

6) DIRECT AND CROSS SELLING TRAINNG

This course is designed to equip candidates with a sound mastery of the field and direct selling processes. Candidates will be taught how to understand themselves for maximum effectiveness. They will also learn how to manage communication in a culturally diverse setting. MODULE 1 DIRECT SELLING DYNAMICS The power of strategic self – management

Fundamentals of personal selling Psychometric Analysis

MODULE 2 SALES COMMUNICATION




Using competitive analysis to gain more business The psychology of selling: Why people buy Interpersonal/Non-verbal communication dynamics Managing the sales process from the initial greeting to

final commitment Strategies for dealing with objections and trial close The art of closing the sale Relationship building and customer service

MODULE 3 MANAGING CROSS CULTURAL DYNAMICS Building a sales culture across within the team

Intercultural Communication Relationship between sales and culture

MODULE 4 UNDERSTANDING THE SALES MODEL Direct sales vs. Retail Sales

Managing key account/prospect relationships Prospecting – finding and qualifying leads Developing new business while maintaining existing

accounts 7) EMOTIONAL INTELLIGENCE AND THE RESILIENCE FACTOR

Relationships are the heart of leadership and to build them, you must showcase the utmost in professional behaviour and resilience by nurturing and building a tough, resourceful and creative workforce. The Harvard business review 2002 described Resilience as “....more than education, more than experience, more than training, an individual’s level of Resilience will determine who succeeds and who fails.” Therefore in today’s challenging economic situation there is need for your organisation to raise the bar in ensuring the emotional wellbeing and ensure the professional development of your staff is made a priority.




This course will equip delegates with a sound understanding of emotional intelligence, work-life balance and the resilience factor within their organisations. MODULE 1 AUTHENTIC LEADERSHIP Building leadership and influence capacity

Importance and principles of influence Alignment of talents with work authenticity Leading with meaning, purpose and exuberance 7 key principles of authentic leadership Emotional Intelligence in the workplace

MODULE 2 STRESS MANAGEMENT Facts about stress

Sources of stress Stress symptoms checklist Understanding the impact of long term stress Personality & stress Recognising stress in other people Stress management techniques

MODULE 3 EMOTIONAL INTELLIGENCE What is Emotional Intelligence?

Four Skills in Emotional Intelligence Verbal Communication Non-verbal communication Social management and responsibility Tools to regulate emotions Gaining control Business practices Making an impact

8) SELF MASTERY AND TIME MANAGEMENT TRAINNG




Time management refers to the development of processes and tools that increase efficiency and productivity. We believe that Time management doesn’t “just happen” for anyone – it is a skill that must be worked on, and that most people find to be a life-long challenge. This module will equip the participants with the techniques and skill needed to properly manage self and others. MODULE 1 GOAL SETTING The Three P's

S.M.A.R.T. Goals Prioritizing Your Goals Visualization

MODULE 2 PRIORITIZING YOUR TIME The 80/20 Rule

The Urgent Versus Important Matrix Assertiveness

MODULE 3 PLANNNG WISELY Creating Your Productivity Journal

Maximizing the Power of Your Productivity Journal The Glass Jar: Rocks, Pebbles, Sand, and Water. Chunks, Block, and Tackle Ready, Fire, Aim!

MODULE 4 TACKLING PROCRASTINATION Why We Procrastinate

Nine Ways to Overcome Procrastination Eat That Frog!

MODULE 5 CRISIS MANAGEMENT




When the Storm Hits Creating a Plan Executing the Plan Lessons Learned

MODULE 6 ORGANIZING YOUR WORKSPACE De-Clutter

Managing Workflow Dealing with E-mail Using Calendars

MODULE 7 DELEGATING MADE EASY When to Delegate

To Whom Should You Delegate? How Should You Delegate Keeping Control The Importance of Full Acceptance

MODULE 8 SETTING A RITUAL What is a Ritual?

Ritualizing Sleep, Meals, Exercise Examples of Rituals Using Rituals To Maximize Time

MODULE 9 MEETING MANAGEMENT Deciding if a Meeting is Necessary

Using the PAT Approach Building the Agenda Keeping Things on Track Making Sure the Meeting Was Worthwhile

MODULE 10 ALTERNATIVES TO MEETINGS Instant Messaging and Chat Rooms

Teleconferencing E-mail Lists and Online Groups




Collaborating Applications

For further enquiries in this regard, please contact the undersigned on +2348020376984 or [email protected] Thank you. Team PFL. END.

mailto:[email protected]

access bank training proposal(1)

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