Super User

Super User

 

When and Where?

Date: 29 May – 30 May 2017 Venue: Gaborone-Francistown-Maseru

What is this about?

Customer service is a crucial buzzword in the corporate world today. Just about every company seems to understand just how important customer service is and many have started to find ways to improve and measure customer service. In this course we are going to look at what customer service is and isn't and identify how you can understand and provide good customer service.

Many businesses want to achieve "good customer service". Right now that's the brass ring of business training and vision-casting and many companies are analyzing their current mission and realigning it to be increasingly customer-focused. Do you give return business to a company that provides poor customer service support? Probably not! You and everyone else want better customer service, and it's one of the driving forces of why consumers shop at one place and not another.

Why should you enroll?

In this customer care training course, participants learn the essential skills necessary to deliver excellent customer service through real world exercises and group activities. The course teaches service representatives critical skills in the areas of professionalism, communication, managing the call, managing the customer, managing job stress and other skills such as cross-selling. The course ensures that the students can transfer these skills to the job and thereby provides a significant return on the training investment for the organization.

What are the topics covered?

  • Introduction to Customer Service
  • What is Customer Service?
  • What is excellent customer service?
  • What is the importance of exceeding customer service and the three levels of customer service?
  • What is the importance of communicating using body language?
  • Why is it important to resolve customer complaints?
  • How do you handle difficult behaviour?
  • What are the four methods that attract new customers?
  • What is it important to know your product or service?
  • What are the roles and responsibilities of employees in customer service?

Credits Awarded

2 credits

What is the duration?

This is a 24 - hour course

Who should attend?

  • Newly hired customer service representatives
  • Experienced customer service representatives
  • Call coordinators and service dispatchers
  • Representatives of service oriented organizations
 
 

Email us at This email address is being protected from spambots. You need JavaScript enabled to view it. or call +267 363 5406 for a customised annual training plan for 2017 at no extra cost.

 
 

When and Where?

Date: 21 Jun – 22 Jun 2017

Venue: Gaborone-Francistown-Maseru

What is this about?

The course will teach a range of personal and leadership development tools to assist people who are in or entering into leadership position. It will give participants tools for understanding themselves, how they behave and understand the behaviours of others. While gaining insight into different leadership models, participants will learn powerful techniques to help them become sought after leaders in today’s business environment.

Why should you enroll?

If you want to ensure the success of your business you have to do everything including discovering aspects of yourself that are outside of your awareness today. Attending our Business Leadership course is a powerful first step towards it. By the end of this course you’ll start seeing a new version of your business emerge-a way of doing business that’s based on your values, one that serves your life in a whole new way. This course is all about re-imagining the relationships you have with your employees, your customers and most importantly yourself. It’s about creating a business culture and other leaders gravitate to-managers and employees alike-because they see that you’re strong and smart enough to know you can’t do it alone.

What are the topics covered?

The program covers the following main areas:

  • Understanding current leadership style and how to adapt it to different contexts
  • A clear difference between managing and leading
  • Building confidence in leadership abilities
  • Strategies leaders use to unite people behind their vision
  • Ability to empower staff members
  • Understanding how to motivate and influence the people around us
  • Tools to make meetings more efficient

Credits Awarded

5 credits

What is the duration?

This is a 16 hours course

Who should attend?

  • Senior Executives
  • Business Decision Makers
  • Human Resources Managers
  • Managers
  • Department Heads
  • Corporate Trainers
  • Anyone with an interest in Leadership Skills
 
 

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What is this about?

Certified Six Sigma Green Belt, a popular business management strategy is widely used across industries towards quality and process improvement. Six Sigma is a set of techniques and tools which seeks to focus on customer requirements through minimizing variability in manufacturing and improving process quality. Six sigma’s emphasis is on improving the capability of a process rather than controlling product quality.

This training is an ideal course package for every aspiring professional who wants to make his/her career in the quality sector. The Six Sigma Green Belt professional will be able to lead or support improvement projects and lead Green Belt projects. This training focuses on all the aspects of DMAIC. It also helps you execute and interpret the Six Sigma tools and techniques.

Why should you enroll?

The course aims to equip the learners with in-depth understanding of key aspects of Lean Six Sigma Methodology who will be able to support project improvement, typically as a part-time role. This course will train individuals to possess thorough understanding of all aspects within the phases of D-M-A-I-C necessary for the Lean Six Sigma Green Belt holder. The Lean Six Sigma Green Belt understands how to perform and interpret Six Sigma tools and how to use standard principles of Lean. Knowledge of Certified Six Sigma Green Belt enables you to understand real-world business problems, increase an organization’s revenue by streamlining the process, and become an asset to an organization.

What are the topics covered?

The program covers the following main areas:

  • Overview of Six Sigma and Organizational Goals
  • Define (Learn how to define the problems in a process.)
  • Measure (Learn how to map out and measure the current process.)
  • Analyze (Learn how to identify the cause of the problem in the current process.)
  • Improve (Learn how to implement and verify solution.)
  • Control (Learn how to maintain the solution.)

Credits Awarded

6 credits

What is the duration?

This is a 4 - day course

Who should attend?

  • Quality System Managers
  • Supervisors
  • Operations Managers
  • Finance and Commercial Managers
  • Professionals who want to apply the methodologies and quality control process within an organization
 
 
 

What is this about?

Lean thinking is a proven methodology applied in organizations worldwide with the focus of improving productivity, efficiency and quality of its products and services. It emphasizes on the concept of achieving goals with minimum effort, cost and time by eliminating waste that prevents value added flows in meeting the requirements. Lean thinking was introduced by the Japanese when Toyota created a concept that transforms them into one of the major players in automotive industry. Initially Lean thinking was implemented in manufacturing but nowadays it is proven to be applicable in all industries by implementing the same concepts of eliminating waste and cultivating ‘kaizen’ attitude into their employees. Kaizen is a Japanese term that means continuous improvement.

Lean is a mind-set, or a way of thinking, with a commitment to achieve a totally waste-free operation that’s focused on your customer’s success. It is achieved by simplifying and continuously improving all processes and relationships in an environment of trust, respect and full employee involvement. It is about people, simplicity, flow, visibility, partnerships and true value as perceived by the customers.

Why should you enroll?

Through this training delegates will gain an understanding of the ‘Lean processes’ in any environment to standardise and improve their organisations processes. This training leads to the following benefits:

  • Obtain a broad introduction to the guiding principles of Lean Thinking
  • Develop an understanding of how Lean can be used to bring about improved working practices and processes within his/her own organisation

What are the topics covered?

  • Eliminated waste in project sign-off processes across departments.
  • Customer focused culture, enabling the firm to maximise profits and continue to grow successfully whilst maintaining customer satisfaction.
  • Increase business capacity
  • Increased enthusiasm and ownership to deliver change through enhanced cross functional teamwork approach.
  • Overview of Lean
  • Value stream mapping
  • Current state business map
  • Future state business map
  • Standardized work
  • Job instruction training
  • Training Matrix
  • Cell design basics

Credits Awarded

8 credits

What is the duration?

This is a 5 day course

Who should attend?

All managers and senior managers can follow this training in order to improve their business strategy and their way of work. This Lean training programme will benefit delegates from all levels of an organisation, but is specifically relevant to Management.

 
 

Email us at This email address is being protected from spambots. You need JavaScript enabled to view it. or call +267 363 5406 for a customised annual training plan for 2017 at no extra cost.

 
 
 

What is this about?

This Basics of Kaizen training course has been designed to provide a strong foundation in lean manufacturing and continuous improvement. The training includes a mix of theory, practical learning activities. Kaizen generates small improvements as a result of coordinated continuous efforts by all employees. Kaizen events bring together a group of process owners and managers to map out an existing process and identify improvements that are within the scope of the participants. These are some of the fundamentals that learners will be taught.

Why should you enroll?

Kaizen is a Japanese philosophy that focuses on continual improvement throughout all aspects of life. When applied to the workplace, Kaizen activities can improve every function of a business, from manufacturing to marketing and from the CEO to the assembly-line workers. Kaizen aims to eliminate waste in all systems of an organization through improving standardized activities and processes. By understanding the basics of Kaizen, practitioners can integrate this method into their overall Six Sigma efforts.

What are the topics covered?

The program covers the following main areas:

  • Kaizen, What it is and What are its Benefits
  • The Kaizen Model and Best Practices
  • Kaizen Tools
  • How to Start and Implement Kaizen the Easy Way
  • Sustaining the Kaizen Program

Credits Awarded

3 credits

What is the duration?

This is a 2 - day course

Who should attend?

Basics of Kaizen training is suitable for:

  • Supervisors and team leaders from different industries, especially from the SME'S
  • Everyone from managers to rank and file employees would benefit from attending this seminar.
  • Office personnel and Operators - to understand the importance of following Kaizen as an every-day occurrence
  • Leadership- to learn how to evaluate people's Kaizen forms (improvement proposals)
  • Engineers and lean leaders - to understand how to introduce, support, and teach Kaizen
  • Organizations at any stage in a lean transformation that are struggling with:
  • Failure to sustain the results from past suggestions or Kaizen events
  • Problems in getting collaborators to propose improvements for their work areas
  • Poor ownership and accountability from employees, for changing the status quo
 
 
 

What is this about?

When you talk to most employed people and students, within no time they mention the word stress. Ask them why they are stressed they will tell you lack of money. On further probing you discover that the problem is not lack of money but poor management of their finance and lack of ideas to generate some extra income without creating conflict of interest with work demands. Most employed and students’ receiving allowances are heavily burdened with debt from various sources. Among these sources, cash loans cause most of the stress.

An effective personal finance management is the best way of dealing with this problem which causes not only individual stress but also social problems and poor performance at work. In spite of high salaries received, people are still in debt as they cannot manage their finance efficiently. There is a need for training which assists employees and students on managing their finance and this calls for many trainers.

Why should you enroll?

At the end of this course financial trainers will be equipped with the necessary skills to train employed people and students to:

  • Appreciate their pay/allowance packages
  • Prepare personal budgets and stick to it
  • Train employees and students in tertiary institutions on how to manage their debt

What are the topics covered?

  • Teaching methods
  • Personal relationship with money
  • Setting financial goals
  • Personal financial goals
  • Personal finance budgeting
  • Banking and savings
  • Limiting expenses
  • Understanding debt
  • Understanding taxes
  • Consumer rights
  • Debt counselling
  • Creating and setting up a company
  • Create and maintain general ledger accounts
  • Create and maintain supplier accounts
  • Create and maintain customer accounts
  • Create and maintain inventory items
  • Take on balances and journals
  • Supplier processing
  • Customer processing
  • Cash book, petty cash and journal
  • Month end procedures
  • Year end procedures

Credits Awarded

3 credits

What is the duration?

This is a 24 hours course

Who should attend?

Salaried employees from all walks of life as well as students who receive monthly allowances. Anyone interested in learning how to manage their finances better or how to generate extra income.

 
 

Email us at This email address is being protected from spambots. You need JavaScript enabled to view it. or call +267 363 5406 for a customised annual training plan for 2017 at no extra cost.

 
 
 

When and Where?

Date: 7th September 2017

Venue: Gaborone-Francistown-Maseru

What is this about?

After carrying out a research on how salaried employees manage their finances, it was found out that majority of them are undergoing through a lot of stress as a result of poor management of their salaries. The training aims at helping employed people and people receiving allowances manage their salaries better and overcome the debt burdens that are stressing them and creating a lot of social problems and poor performance at work.

Why should you enroll?

In taking the module, you will learn how to budget effectively and understand much more about the mysteries of the financial world including debt management, mortgages and the tax system. Through workshop activities and case studies you will be able to confidently take control of your own finances.

What are the topics covered?

The program covers the following main areas:

  • Personal Relationship with money
  • Setting financial goals
  • Personal budgeting
  • Banking and saving
  • Limiting expenses
  • Understanding debt and taxes
  • Consumer rights
  • Debt counselling

Credits Awarded

1 credits

What is the duration?

This is a 1 - day course

Who should attend?

  • This program is for adult learners seeking the foundational steps of managing personal finances.
  • It is suitable for college students, married couples, single adults, international adults, or senior adults and anyone who desires to know the basics of personal finance.
 
 

Email us at This email address is being protected from spambots. You need JavaScript enabled to view it. or call +267 363 5406 for a customised annual training plan for 2017 at no extra cost.

 
 
 

What is this about?

Financial Modelling is an interactive programme that involves instruction, discussion and extensive participant activity. It is aimed at developing knowledge and skills in building a financial model by making a decision regarding investment in a project or company.

Participants will also learn effective auditing techniques on existing models. The “mouse less” excel techniques taught as part of this training, when employed dramatically reduces model coding time and are indispensable to the effective use of financial spreadsheets for any industry or sector.

Why should you enroll?

The programme aims at addressing different training needs of the employees in terms of empowering them with data processing and modelling skills. This in turn will greatly increase return on investment (ROI) for your organisation and improve career advancement prospects for learners. All the basics of advanced Excel are covered, enabling the delegates to move on to an exhaustive treatment of the main modelling techniques available thus building financial models that are robust, tested and scalable.

What are the topics covered?

  • Introduction and overview to Financial Modelling
  • Model Tools & Functions
  • Financial Functions
  • Modelling Techniques
  • Rebuilding and Inherited Model
  • Bullet proofing your model
  • Scenarios and Sensitivity Analysis
  • Presentation of Model Output

Credits Awarded

2 credits

What is the duration?

This is a 2.5 days course

Who should attend?

  • Financial Managers
  • Chartered Accountants
  • Management Accountants
  • Cost Accountants
  • Technical Accountants
  • Financial Accountants
  • Financial Officers
  • Financial Planners
  • Financial Controllers
  • Financial Project Administrators
  • Finance Supervisors
  • Financial and Business Analysts
 
 

Email us at This email address is being protected from spambots. You need JavaScript enabled to view it. or call +267 363 5406 for a customised annual training plan for 2017 at no extra cost.

 
 
 

What is this about?

This course introduces students to the computer, windows, email and internet as well as a study of Microsoft Office as an accounting tool. Being able to keep the books of a business on a computerised accounting software package is essential for any bookkeeper. The course also includes an in depth study of dedicated computerised accounting using industry leading software packages.

Why should you enroll?

The introduction of computerized accounting systems provide major advantages such as speed and accuracy of operation, and perhaps more importantly, the ability to see the real-time state of the company’s financial position. The Computerized Accounting (Sage Pastel) course will provide learners with knowledge of the business concepts and office skills in the key areas of accounting. In this 5 days course, learners will learn how to use Sage Pastel software along with other essential skills and techniques needed in this profession.

What are the topics covered?

  • Basic PC concepts
  • Working with MS Windows OS
  • Working with the Internet and Microsoft Internet Explorer and Microsoft Outlook
  • Working with Microsoft Word
  • Working with Microsoft Excel
  • Working with Microsoft PowerPoint
  • Installation and registration
  • Pastel language
  • Creating and setting up a company
  • Create and maintain general ledger accounts
  • Create and maintain supplier accounts
  • Create and maintain customer accounts
  • Create and maintain inventory items
  • Take on balances and journals
  • Supplier processing
  • Customer processing
  • Cash book, petty cash and journal
  • Month end procedures
  • Year end procedures

Credits Awarded

10 credits

What is the duration?

This is a 5 days course

Who should attend?

  • Accountants
  • Financial Analysts
  • Portifolio Managers
  • Securities Analysts
  • Pension Fund Managers
  • Auditors
 
 

Email us at This email address is being protected from spambots. You need JavaScript enabled to view it. or call +267 363 5406 for a customised annual training plan for 2017 at no extra cost.