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We are proud to offer this course in a variety of training formats to suit your needs. We use the highest quality learning facilities to make sure your experience is as comfortable as possible. Our face to face calendar allows you to choose any classroom course of your choice to be delivered at any venue of your choice - offering you the ultimate in convenience and value for money.


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Unfortunately, we do not have any dates scheduled at this time. Do you have a date in mind when you would like to take your training?

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Contact Us on (+254) 715 077 817 / (+254) 792 516 000 or email us [email protected].

I Want To See More Dates...

Unfortunately, we do not have any dates scheduled at this time. Do you have a date in mind when you would like to take your training?

Request Custom Schedule

Contact Us on (+254) 715 077 817 / (+254) 792 516 000 or email us [email protected].


Introduction

In today’s work environment, it is vitally important to be aware of protocol, corporate courtesy, good work etiquette, and customer care whilst keeping the need to understand and appreciate cultural differences in mind. A lack of awareness of or appreciation for social protocols and etiquette can undermine effective working relationships, as it may be construed as rudeness, disrespect or an intolerance of people of different cultures, positions and persuasions. Further, to remain successful and competitive organizations must take care of its customers and deliver excellent service. This interactive and dynamic course introduces participants to the features of protocols, etiquette and customer care in the workplace, giving them an advantage in every work and life encounter.

One very important aspect of being an effective frontline staff is how you carry and present yourself as an individual. First impressions are often made within a few seconds by these staff as they interact with customers. These impressions can build or destroy a good image of the organization. This Programme helps participants leave a great first impression; and addresses how to deal with others in a business setting taking into account differences in cultural background.

Duration

1 Day

Who Should Attend

Frontline and other staff whose work involve dealing with customer on regular basis. These include secretaries, office administrators, receptionists, staff involved in protocol and handling VIPs.


Course Level:

Course Objectives

At the end of this IRES training course, participants will be able to:

• Enhance their professionalism and effectiveness in discharging their duties;
• Explain how to behave correctly in both business and social situations;
• Interact and communicate effectively with different types of people;
• Apply proper protocol and etiquette in their day to day work places;
• Relate well with superiors and peers in their organizations;
• Portray a positive professional image;
• Handle customers with care as well as managing complaints and difficult customers.


Course Outline

  1. Workplace Etiquette
  2. Professionalism
  3. Communication Etiquette
  4. Meeting Etiquette
  5. Grooming: Dress code and personal hygiene
  6. Telephone and email etiquette;
  7. Customer care – concepts and practice;
  8. Managing customer complaints and dealing with difficult customers;
  9. Cross-cultural communications.

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Course Administration Details:

METHODOLOGY

The instructor led trainings are delivered using a blended learning approach and comprise of presentations, guided sessions of practical exercise, web-based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields.

All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.

ACCREDITATION

Upon successful completion of this training, participants will be issued with an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).

TRAINING VENUE

The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments and lunch.

All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.

ACCOMMODATION AND AIRPORT PICKUP

Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer.

Email:[email protected] or [email protected]

Mob: +254 715 077 817/+250789621067

TAILOR- MADE

This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location.

For further inquiries, please contact us on Tel: +254 715 077 817/+250789621067 or

Email [email protected] or [email protected]

PAYMENT

Payment should be transferred to IRES account through bank on or before start of the course.

Send proof of payment to [email protected] or [email protected]


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