Time and Priority Management at Work Training Course

Introduction

In every role, we interact with clients, making the delivery of high-quality service essential for fostering loyalty and driving repeat business.

This Customer Care Service course explores various customer segments and strategies to enhance service delivery while promoting personal growth. Participants will develop a robust skill set covering in-person interactions, telephone etiquette, handling challenging situations, and techniques for securing return business.

Objective

Since every employee engages with customers, delivering exceptional service is vital for building opportunities for recurring revenue.

This Customer Care Services course aims to empower staff and enhance their capabilities. Participants will acquire the fundamental skills and knowledge necessary for frontline personnel to manage customer interactions via phone, email, and face-to-face meetings, including techniques for addressing difficult callers and successfully generating return business.

Training Benefits

• Identify and meet customer expectations
• Communicate effectively with customers
• Manage customer perceptions
• Deal with different types of customers
• Respond effectively to in-person and telephone customer contacts
• Write effective emails and letters
• Manage stress
• Course Discussions and Exercise
• Stimulating exercises are provided throughout the session, allowing participants to sharpen their problem solving techniques and to improve their Customer Care Service skills and mindset. This course is designed to accommodate a broad range of customer service and fulfillment environments

This is a highly interactive course that combines individual and group discussions with practical skills exercises, empowering delegates to exchange ideas and elevate their proficiency.

Audience

Any individual seeking to improve their assertiveness skills.

Aim

The course is designed to boost confidence and enhance the delegate’s capacity to communicate with both colleagues and customers in a confident and assertive manner.

Objectives

Upon completing the programme, participants will be able to:

• Identify and overcome obstacles that hinder assertiveness.
• Recognize behavioural patterns in themselves and others, and acquire effective strategies to manage these traits.
• Engage in effective communication with diverse groups of people to foster mutually beneficial outcomes whenever feasible.
• Navigate and manage challenging situations with ease.

This instructor-led live training in Kenya (online or onsite) is aimed at individuals of all levels who wish to learn and apply the principles and techniques of self time management.

By the end of this training, participants will be able to:

• Identify and overcome the main barriers and challenges to effective self time management.
• Set SMART (Specific, Measurable, Achievable, Relevant, and Time-bound) goals and align them with their values and vision.
• Prioritize and schedule their tasks and activities using various tools and methods such as the Pareto principle, the ABC analysis, the Eisenhower matrix, and the Parkinson's law.
• Monitor and track their time usage and identify and eliminate their time wasters and distractions.
• Delegate and assign tasks appropriately and communicate clearly and assertively with others.
• Manage their emotions and stress levels in times of uncertainty and pressure.

Over the course of two days, this workshop aims to equip technical and administrative professionals with essential analytical and creative thinking competencies. Generally, participants will refine both their left-brain and right-brain thinking capabilities, learning how to apply these skills in diverse workplace scenarios. Attendees will become familiar with a wide range of proven techniques and tools designed to help them analyze, correlate, justify, and draw conclusions from information effectively.

This instructor-led, live training in Kenya (online or onsite) is designed for beginner to intermediate professionals and managers who wish to enhance their critical thinking, decision-making, and problem-solving capabilities in personal and professional contexts.

Upon completing this training, participants will be able to:

• Spot biases and logical fallacies in reasoning.
• Use critical thinking techniques in real-world situations.
• Refine decision-making through structured analysis.
• Strengthen problem-solving approaches for complex issues.

This instructor-led, live training in Kenya (available online or onsite) is designed for teams seeking to assess, manage, and evaluate both individual and collective emotional intelligence.

By the end of this training, participants will be able to:

• Measure individual EQ to optimize interactions with colleagues.
• Interpret others' emotions and behavioral styles to strengthen team relationships.
• Leverage emotional intelligence to foster a positive, productive work environment.
• Apply emotional intelligence strategies to effectively navigate change and resolve conflict.

This instructor-led live training in Kenya (offered online or onsite) is tailored for stressed individuals seeking to handle their stress effectively, striving for a calmer, clearer, and more vibrant daily life.

By the end of this training, participants will be able to:

• Distinguish between the two types of stress: distress and eustress.
• Identify and articulate personal stress triggers and relief methods.
• Develop a structured plan with specific routines to promote calmness, clarity, and energy, while minimizing daily accumulated stress.
• Transform negative emotions into positive ones using evidence-based techniques.
• Address and reframe disempowering beliefs related to work, life, and relationships that contribute to stress.

For today’s thriving businesses to remain productive, continuous learning and the application of various management skills and techniques are essential. Success in daily work tasks requires that individuals acquire, practice, and implement effective management strategies. Professionals across all organizational sectors are increasingly seeking more productive methods for planning work and tasks, setting appropriate goals, leveraging strong interpersonal skills, and making informed decisions. Focusing on productive practices enables the efficient management of work and facilitates necessary organizational changes.

Objectives

• Apply simple frameworks for planning, including allocating and managing priorities, scheduling work, balancing proactive and reactive approaches, and engaging in project planning.
• Master leadership techniques for work planning and priority establishment.
• Gain management techniques to plan, set priorities, and establish and maintain goals.
• Understand and cultivate the skills required to complete assigned work within deadlines.
• Utilize basic planning project tools to devise a work strategy.
• Set goals and targets with effectiveness and efficiency.
• Learn methods to establish and maintain task deadlines.
• Understand the traits of colleagues who support work assignments.
• Develop positive interpersonal techniques for better work management.
• Learn to plan work while balancing constraints of time, cost, scope, and quality.
• Comprehend the role of stakeholders in a project and learn stakeholder management techniques.
• Develop techniques to navigate organizational change, including delegation and empowerment.
• Enhance communication and human interaction skills with others.
• Understand and develop skills necessary to set goals within a strategic and organizational context.
• Evaluate methods for improving decision-making.
• Understand how delegation can be applied in goal setting and planning.
• Identify decision-making processes and their impact on organizations.
• Build the ability to make higher-quality decisions as individuals and teams.
• Establish and maintain effective and efficient planning procedures and processes.
• Integrate planning management functions into the organization’s overall mission.
• Develop leadership skills that enhance capability, skill, and morale.
• Improve preparedness to handle task and work contingencies.
• Enhance performance in setting and completing work objectives.
• Enable teams and leaders to better meet the challenges of dynamic, constant change.
• Establish organizational and personal decision-making capabilities.

This instructor-led, live workshop in Kenya (online or onsite) is designed for business professionals who wish to incorporate mindfulness into their work setting to enhance productivity, leadership capabilities, and overall well-being.

By the end of this training, participants will be able to:

• Grasp the science and foundational principles of mindfulness.
• Cultivate self-awareness to strengthen decision-making and leadership skills.
• Enhance concentration, productivity, and emotional intelligence.
• Effectively manage workplace stress, uncertainty, and high-pressure situations.
• Promote a positive and collaborative work culture.
• Utilize mindfulness techniques to boost creativity and problem-solving abilities.

This instructor-led, live training in Kenya (online or onsite) is tailored for beginner-level HR professionals and team leaders who want to develop effective reskilling and upskilling strategies to prepare their workforce for the evolving needs of the technology sector.

By the end of this training, participants will be able to:

• Acquire the tools and strategies needed to identify skills gaps and design impactful reskilling and upskilling initiatives.
• Cultivate a culture of continuous learning to respond to rapid changes in the technology industry.
• Put in place effective measurement and feedback mechanisms to ensure ongoing program alignment and success.

Audience:

• Managers and Trainers in all roles.
• Leaders with limited public speaking experience.
• Employees who aspire to senior leadership roles.

Overview:

This course tackles what many find to be the most daunting aspect of their professional lives. While some individuals flourish under the spotlight of mass attention, others find the experience terrifying. Drawing on techniques employed by professional speakers across industries, the military, and elite sports, this programme offers real-life examples of how individuals have conquered their inhibitions to become accomplished speakers. The reasons behind such inhibitions are complex and highly personal; the course succeeds by encouraging participants to express their unique style rather than imposing a standardised approach. Some of the world's most engaging speakers break traditional conventions yet achieve their goals by staying true to their individual styles. This course is intense, engaging, and enjoyable, providing a safe learning environment where candidates can express themselves and boost their self-confidence.

By the end of this training, participants will be able to:

• Understand how public speaking can be leveraged as a powerful business advantage.
• Apply the techniques from the course into short, simple and powerful vignettes.
• Discuss and share individual techniques and tips.
• Give constructive feedback to themselves and their colleagues performance.

Format of the Course:

• Instructor led.
• Varied presentations, briefings and group exercises.
• Break out scenario workshops, individual and group presentations.

The Stress Management & Resilience program is a hands-on course grounded in evidence-based techniques and reflective practices. It is designed to help participants effectively manage personal stressors, enhance their adaptability, and become more receptive to change and feedback.

This live, instructor-led training, available both online and onsite, caters to beginners eager to acquire practical tools for stress management. Participants will engage in reflective activities and build resilience to improve their work performance and better support their colleagues.

Upon completion of this program, participants will be able to:

• Implement simple, evidence-based techniques to alleviate acute stress and enhance daily wellbeing.
• Utilise practical strategies to address personal issues—such as health, finances, or other concerns—that impact work performance.
• Engage in reflective activities and experiential exercises to foster openness to change and feedback.
• Develop a personalised resilience action plan featuring concrete next steps and coping techniques.

Course Format

• Interactive short sessions that blend theoretical knowledge with practical application.
• Experiential activities, guided reflections, and brief role plays.
• Action planning exercises and short take-home practices scheduled between sessions.

Course Customisation Options

• Content can be tailored to suit various team cultures, specific stress triggers, or organisational contexts.

This instructor-led, live training (online or onsite) is aimed at professionals who wish to understand stress dynamics, learn practical strategies to manage stress, and implement techniques to enhance well-being in the workplace.

By the end of this training, participants will be able to:

• Identify personal and workplace stressors.
• Distinguish between productive and negative stress.
• Apply practical techniques to reduce and manage stress.
• Develop resilience through empowerment exercises.

This 1-on-1 live online training in Kenya is designed for anyone looking to bring greater structure and efficiency to their professional life.

Upon completion of this training, participants will be equipped to:

• Accomplish more in their personal lives.
• Take control of their schedule.
• Regain their concentration.
• Plan their week with greater effectiveness.
• Develop strategies for managing stress.