Wasiliana Nasi: info@tagla.go.tz | +255 22 2123705 / +255 22 2123709 / +255 22 223711

FACE TO FACE TRAINING

Traditional mode of delivery, where learners and the facilitator will be on the same venue.

INTRODUCTION

In today's competitive business environment, good relations are essential to secure thriving business and an effective tool for cutting costs. This course emphasis the role that each person plays towards good customer relations and service provision within their organization. Time will be spent on developing participants’ telephone and conversation skills, analyzing areas for self-improvement so that each participant takes away a personal action plan.

In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service.

WORKSHOP OBJECTIVES

Equipping participants with skills in handling difficult customers; how to ensure that your personal style helps not hinders; gain confidence in dealing with different types of people on the telephone; and turn complaints into opportunities, with the aim of maintaining the satisfaction and loyalty of existing and new customers.

OUTCOME OF THE WORKSHOP?

Upon completion of this customer service course, you will know the essential factors that are important in customer service and develop a customer-friendly approach that is right for your business. You will be aware of the do's and don'ts when dealing with customers, and the benefits of providing great customer service.

TRAINING METHODOLOGY

A highly interactive mode of training will be adopted to make the training not only KNOWLEDGE ORIENTED AND INFORMATIVE but also EXCITING and ENTERTAINING throughout five days.

Some of the modalities will include: -

Brief PowerPoint presentations ;
Individual & group assignments and presentations ;
Role plays (inside and outside the training venue) ;
Testimonials.

Case studies, video clips, music, pictures, diagrams, illustrations and DAILY SURPRISE TIP from TaGLA KNOWLEDGE Bank.

Targeting audience:

 

The workshop targets low and middle cadre officers who attend to clients in their everyday work, the front desk officers in private and public sectors.

Course date: 05-06-2017 8:30 am
Course End Date: 09-06-2017 4:30 pm
Capacity: Unlimited

Workshop Overview

Participants will learn about the key law on employment standards at the workplace, including employment contracts, employee rights, employees’ representation rights, collective bargaining, strikes, lockouts, handling disputes and labor arbitration; concerns that can affect the image, growth and development of an organisation.

Workplace disputes and handling of disputes has been a growing concern in the market. This workshop offers an opportunity to get the know-how on dispute management. Participants will also learn and obtain basic skills on labour arbitration; as this may be encountered when disputes are referred to the Commission for Mediation and Arbitration.

Workshop Outcomes

At the end of this workshop participants will learn the following:

·      Employment Standards (Contracts of Employment, working hours, remuneration and leave etc);

·      Code of Good Practice - Employment and Labour Relations (Code of Good Practice) Rules, G.N. No.42 of 2007;

·      Trade Union and Organization Rights;

·      Collective Bargaining;

·      Strikes and Lockouts;

·      Dispute Prevention and Resolution;

·      An understanding of the difference between Mediation, Arbitration and Adjudication

·      Be able to draft an arbitration clause;

·      Be able to prepare evidential material(s) for a case in Arbitration.

Training Methodology

Presentation, group discussions, case studies, questions and answer sessions to help learn and retain information.

Target Audience

 

CEO’S, Directors, Managers, Finance and Administration Managers, Human Resource officers, Senior officers, Consultants, Business owners facing difficulties in handling labour matters and  those that have not had legal training and who want to gain an awareness on arbitration.

Course date: 05-06-2017 8:30 am
Course End Date: 09-06-2017 4:30 pm
Capacity: Unlimited

Workshop Overview

The best leader grows on the job and earns the right to lead by coming to understand the role, the responsibilities, the requirements and the people. The best leader practices continual self-development and self-management in the knowledge and skills of leadership. Individual coaching is the best way to improve and leverage leadership productivity and performance. We help mid to senior level professionals “go to the next level” by developing practices and learning tools to improve trust, communication, resolve conflict and their ability to lead teams in productive collaboration.

Our unique Seattle executive coaching approach allows clients to have an active day- to- day partner –often helping clients address team development challenges while they are doing work with their teams. Our career coaching allows professionals to make choices in times of transition that equate to success in the long run and includes important coaching practice for successful interviewing.

 

Workshop objectives:

Upon completion of the programme, participants will be able to:

·         Developing important skills as a leader, manager, supervisor and coach

·         Understand various human behavior models and your role as a leader

·         High Performance Leadership: From Control to Empowerment

·         Recognize the benefits of coaching

·         The Link between Leadership, Team Building and Coaching at work place.

·          Identify the role of the coach

·         Understand the techniques involved in successful coaching

·         Use coaching effectively to improve employee performance

·         Recognize and use guidelines for giving positive feedback and constructive criticism.

·         Develop team goals based on the business vision

·         Develop a plan for coaching an employee.

·         A practical and pragmatic approach to coaching and mentoring team members in a performance environment.

·         This workshop will not make you an expert coach/mentor, although it will lay a foundation for continued improvement.

·         Understand what makes a team effective

·         Develop motivational coaching skills and consulting coaching skills

·         Develop communication, performance feedback and active listening skills

Deal with difficult team members

Target Audience:

 

Directors, Commissioners, Managers, Supervisors, team leaders and Senior Officers.

 

Course date: 12-06-2017 8:30 am
Course End Date: 16-06-2017 4:30 pm
Capacity: Unlimited

Utangulizi:

 Wakala wa Mafunzo kwa Njia ya Mtandao (Tanzania Global Learning Agency (TaGLA) imeandaa mafunzo ya Kujiandaa na Maisha Baada ya Kustaafu Kazi. Mafunzo haya ni fursa ya pekee kwa wafanyakazi walio katika ajira rasmi kuweza kutafakari,kutathimini na kupanga maisha yao baada ya kustaafu. Mafunzo haya yataendeshwa kwa muda wa siku  tano (5) na  lugha ya mawasiliano ni Kiswahili.

Lengo:

Lengo la mafunzo haya ni kuwapa washiriki maarifa,mbinu na uzoefu wa jinsi ya kujiandaa vema na maisha baada ya kustaafu. Tafiti mbalimbali zimebaini kuwa wastaafu wengi hukumbwa na  misukosuko mingi ya kifedha, kiafya na kimaisha kwa ujumla. Moja kati ya sababu kubwa  ya wastaafu kukumbwa na misukosuko hiyo na kushindwa kuihimili vema ni kutokuwa na mipango madhubuti ya maisha baada ya kustaafu kazi.

Mafunzo ya Kujiandaa na Maisha Baada ya Kustaafu Kazi   yamelenga kumwezesha mfanyakazi kuanza mapema kuandaa mpango binafsi wa kujiandaa kustaafu.   Mafunzo pia yatatoa fursa  kwa washiriki kubadilishana ufahamu na uzoefu kutokana na  mazingira watokayo.

Malengo mahsusi ya mafunzo haya ni:

· Kuwaandaa washiriki kisaikolojia juu ya maisha baada ya kustaafu,

· Kuwaelimisha juu ya kuandaa mpango binafsi wa kustaafu,

· Kuwapa mbinu za kijasiriamali na stadi za maisha,

· Kutoa elimu ya afya.

Walengwa

Wale wote walio katika ajira rasmi

 

 

Course date: 12-06-2017 8:30 am
Course End Date: 16-06-2017 4:30 pm
Capacity: Unlimited

Workshop Overview

Any Board Evaluation needs to include robust evaluation of The Individuals, The Team and the Organization. To create an effective Board Evaluation Process requires the involvement and buy-in of all individuals on the team – and also the customization of all elements to match the organization and the team. This will require some up-front time commitments to develop and test the system – as well as to educate all board members on the elements and design of the system.

Given that each organization occupies its own unique space in the market any evaluation process would need to clearly identify;

• Generic evaluation criteria applicable to all organizations, and;

• Unique evaluation criteria applicable specifically to the organization.

The purpose of any evaluation process and system also needs to be stressed as FIRSTLY aimed at identifying developmental areas for both the individuals and the current team and only SECONDLY changes to the composition of the team. The process would aim to identify these developmental areas as well as identify gaps in the team. An evaluation process can be custom designed and deployed at any level in the organization. The following provides an overview of the process undertaken to ensure the design and deployment of an appropriate and effective evaluation process.

The Board Renewal Workshop provides the ‘theoretical / conceptual’ framework or approach as well as a practical hands-on facilitation of the tools. This provides the best understanding and appreciation of the importance and necessity of including a robust ‘renewal mindset’ and process as a significant part of the board process and governance framework.

Learning Objectives

·          Developing a strategic approach to Board Evaluation Process

·          Learning the critical area for Board Evaluation

·          Understanding the correct process for Individual Board Member Evaluation and Board Committee Evaluation

·          Defining your Roles and Responsibilities of Board Members holistically

·          Understanding the key elements of evaluation of The Individuals, The Team and the Organization

·          Collaborating with your internal stakeholders in developing the most robust evaluation process to cooperate more efficiently and to perform better during following fiscal year

·          Gaining knowledge into developing customized evaluation process

·          Identifying developmental areas as well as identify gaps in the team

·          Analyzing and testing the existing framework based on existing models utilized by other SOE’s

 

Date:  19th to 21st  June, 2017         Venue: Arusha 

Target Audience:

 

Current and prospective Board Members, Chairperson, Secretary to the  Board of Directors, Chief Compliance Officer, Legal Advisor, Company Secretaries, MDs, CEOs, Chief Financial Officer, Corporate Governance Officer, Audit Committee Members, Corporate Counsel, Senior Company Management, Investors and Fund Managers, Analysts, Regulators, Securities Exchange Officials, Lawyers & Legislators.

Course date: 19-06-2017 8:30 am
Course End Date: 21-06-2017 4:30 pm
Capacity: Unlimited