Category: Training Calendar

Date and Time

Date: Sep 24-26, 2025, 8:30 AM – 5:00 PM

Venue

Nairobi,Kenya

Overview

This course is designed to empower managers and team leaders with the skills, tools, and leadership mindset necessary to embed customer experience (CX) excellence within their teams and organizations. Participants will learn how to lead with empathy, manage CX metrics, design better processes, coach frontline teams, and align CX strategy with business goals. The program blends leadership development, customer insight, and operational CX best practices.

Learning Objectives

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

• Understand CX fundamentals and apply them within their departments.

• Lead and coach teams to deliver consistently positive customer experiences.

• Use data and feedback to drive service improvements.

• Align CX strategy with operational and team objectives.

• Embed a customer-first culture within their teams.

Who Should Attend

• • Team Leaders and Supervisors in customer-facing roles
• • Customer Service Managers
• • Call Center and Contact Center Leaders
• • Retail and Branch Managers
• • Operations and Service Delivery Managers
• • HR and Training Managers supporting service teams
• • Aspiring CX Leaders and mid-level professionals managing customer touchpoints

Workshop Outline / Modules

Module 1: Introduction to Customer Experience Leadership

• What is CX and why it matters

• The manager’s role in CX delivery

• Experience vs. service vs. satisfaction

________________________________________

Module 2: Customer-Centric Leadership Mindset

• Empathy, trust, and emotional intelligence

• Empowering staff to take ownership

• Leading by example in customer behavior

________________________________________

Module 3: Understanding the Customer Journey

• Customer journey mapping fundamentals

• Identifying pain points and delight moments

• Aligning touchpoints with expectations

________________________________________

Module 4: Coaching Teams for Service Excellence

• Coaching vs. managing

• Giving constructive feedback

• Role-playing and skill reinforcement

________________________________________

Module 5: Setting CX Goals and Team KPIs

• Aligning team performance to CX objectives

• Setting SMART goals for service improvement

• Balancing quality and quantity metrics

________________________________________

Module 6: Voice of the Customer (VoC) for Managers

• Gathering and interpreting customer feedback

• Using CSAT, NPS, and CES scores

• Closing the feedback loop with action

________________________________________

Module 7: Handling Escalations and Customer Complaints

• Manager’s role in conflict resolution

• De-escalation and empathy in action

• Learning from complaints to prevent recurrence

________________________________________

Module 8: CX Process Improvement and Innovation

• Identifying broken processes

• Involving teams in improvement ideas

• Lean thinking and continuous service enhancement

________________________________________

Module 9: Building a Customer-Centric Culture

• Embedding CX in team values and rituals

• Recognizing and rewarding CX behavior

• Storytelling to reinforce positive examples

________________________________________

Module 10: Cross-Functional Collaboration in CX

• Partnering with marketing, IT, and ops

• Reducing internal friction to improve external experience

• Building alignment across departments

________________________________________

Module 11: Digital CX and Omnichannel Leadership

• Understanding CX across phone, web, chat, and social media

• Leading hybrid or digital-first service teams

• Integrating tech without losing the human touch

________________________________________

Module 12: Leading CX Change and Transformation

• Creating buy-in for new CX initiatives

• Managing resistance and team fatigue

• Sustaining CX momentum through leadership

Facilitator

Global Leadership Institute Certified Trainers

Investment / Fees

• Standard Fee: KSh 89,000 per participant
• Group Discount:(3+ participants)- 10% off the standard fee
• Includes training materials, lunch, tea/coffee breaks, and certificate.

Registration Deadline

Sep 22,2025

How to Register

• Register here: www.leadership.co.ke/register/ or click “Register/Apply to Attend”.
• Then, payment details will be shown/visible & automatically emailed to you.
• Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
• Need help? Call +254 722 223 084 or +254 20 260 3433 or +254 722 517 646(9 AM–5 PM EAT).

REGISTER NOW / APPLY TO ATTEND

Date and Time

Date: Sep 24-26, 2025, 8:30 AM – 5:00 PM

Venue

Nairobi,Kenya

Overview

This course is designed to equip sales leaders, planners, and business development professionals with the skills to develop data-driven, actionable, and sustainable sales plans. Participants will explore strategic frameworks, forecasting methods, and planning tools that align sales efforts with business goals, market dynamics, and customer needs. Through real-life case studies, tools, and exercises, the course ensures participants are prepared to lead with confidence and clarity.

Learning Objectives

By the end of the course, participants will be able to:

• Design and implement effective sales plans aligned with strategic business goals.

• Apply qualitative and quantitative forecasting techniques.

• Analyze internal and external factors that affect sales performance.

• Align sales targets with market potential and available resources.

• Monitor and adjust sales plans using performance data and KPIs.

Who Should Attend

• • Sales Managers and Team Leaders
• • Business Development Executives
• • Regional and Territory Sales Managers
• • Sales Operations Managers
• • Marketing and Product Managers
• • Entrepreneurs and Start-up Founders
• • Anyone involved in sales planning, forecasting, or performance tracking

Workshop Outline / Modules

Module 1: Introduction to Sales Planning and Forecasting

• Definitions and core concepts

• Strategic vs. tactical planning

• The importance of accurate forecasting

________________________________________

Module 2: Aligning Sales Plans with Business Strategy

• Understanding strategic objectives

• Role of sales in achieving business growth

• Creating SMART sales goals

________________________________________

Module 3: Analyzing the Internal Sales Environment

• Sales team capabilities and structure

• Historical performance analysis

• Product/service portfolio review

________________________________________

Module 4: Market Analysis and Opportunity Assessment

• Market segmentation

• Industry trends and competitive landscape

• Customer profiling

________________________________________

Module 5: Sales Target Setting and Quota Allocation

• Top-down vs. bottom-up quota setting

• Territory design and resource allocation

• Aligning quotas with growth objectives

________________________________________

Module 6: Sales Forecasting Fundamentals

• Importance of forecasting in sales

• Forecast accuracy and reliability

• Leading vs. lagging indicators

________________________________________

Module 7: Qualitative Forecasting Methods

• Salesforce composite forecasting

• Expert opinion and judgmental forecasting

• Opportunity stage weighting

________________________________________

Module 8: Quantitative Forecasting Methods

• Time series forecasting

• Regression and statistical models

• Predictive analytics using historical data

________________________________________

Module 9: Sales Funnel and Pipeline Management

• Building a healthy sales funnel

• Pipeline coverage and conversion ratios

• Funnel velocity and forecasting impact

________________________________________

Module 10: Tools and Technologies in Sales Planning

• CRM and forecasting tools (Salesforce, HubSpot, etc.)

• Sales dashboards and visualization

• Automation and AI in forecasting

________________________________________

Module 11: Monitoring, Review, and Course Correction

• Setting KPIs and tracking performance

• Mid-cycle reviews and adjustments

• Dealing with forecast variances

________________________________________

Module 12: Building a Sales Planning Culture

• Embedding forecasting discipline across the sales force

• Cross-functional collaboration (marketing, finance, ops)

• Leadership role in sustaining planning excellence

Facilitator

Global Leadership Institute Certified Trainers

Investment / Fees

• Standard Fee: KSh 89,000 per participant
• Group Discount:(3+ participants)- 10% off the standard fee
• Includes training materials, lunch, tea/coffee breaks, and certificate.

Registration Deadline

Sep 22,2025

How to Register

• Register here: www.leadership.co.ke/register/ or click “Register/Apply to Attend”.
• Then, payment details will be shown/visible & automatically emailed to you.
• Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
• Need help? Call +254 722 223 084 or +254 20 260 3433 or +254 722 517 646(9 AM–5 PM EAT).

REGISTER NOW / APPLY TO ATTEND

Date and Time

Date: Sep 24-26, 2025, 8:30 AM – 5:00 PM

Venue

Nairobi,Kenya

Overview

Key Account Management (KAM) is a strategic approach to managing and growing the organization’s most important customers — those that are essential to long-term business success. This training equips participants with the mindset, tools, and techniques needed to build strategic partnerships with key clients, deliver sustained value, and drive long-term growth. Participants will learn how to identify key accounts, manage complex relationships, and align solutions to client needs.

Learning Objectives

By the end of the course, participants will:

• Understand the strategic value of key account management.

• Identify, segment, and prioritize key accounts.

• Develop customized account plans based on client-specific needs.

• Strengthen relationships through trust, communication, and solution selling.

• Coordinate internal teams to deliver superior value to key clients.

• Grow account revenue and improve client retention.

Who Should Attend

• • Key Account Managers and Strategic Account Executives
• • Sales Managers and Business Development Officers
• • Client Relationship Managers
• • Customer Success Teams
• • Marketing and Commercial Managers
• • Senior Sales Leaders working with enterprise-level clients
• • Service Delivery Managers responsible for post-sale client experience

Workshop Outline / Modules

Module 1: Introduction to Key Account Management

• Definition and purpose of KAM

• Differences between KAM and traditional sales

• The value of strategic accounts to the business

________________________________________

Module 2: Identifying and Selecting Key Accounts

• Criteria for selecting key accounts

• Strategic vs. tactical accounts

• Key account segmentation models

________________________________________

Module 3: Understanding the Client's Business

• Industry research and client profiling

• SWOT analysis of key accounts

• Mapping client needs and growth drivers

________________________________________

Module 4: Building Strategic Relationships

• Identifying decision-makers and influencers

• Developing trust and credibility

• Communication and engagement strategies

________________________________________

Module 5: Account Planning and Goal Setting

• Setting objectives for account growth

• Developing long-term account roadmaps

• Aligning internal capabilities with client expectations

________________________________________

Module 6: Solution-Based Selling for Key Clients

• Needs-based and consultative selling approaches

• Customizing offerings to client challenges

• Co-creating solutions with clients

________________________________________

Module 7: Cross-Selling and Up-Selling Techniques

• Identifying expansion opportunities

• Timing and positioning of new offers

• Leveraging past success for future growth

________________________________________

Module 8: Managing Complex Stakeholder Networks

• Navigating matrix client structures

• Influencing multiple stakeholders

• Handling internal politics diplomatically

________________________________________

Module 9: Internal Team Coordination and Collaboration

• Forming internal key account teams

• Communicating across departments

• Using CRMs and shared planning tools effectively

________________________________________

Module 10: Negotiation and Conflict Management

• Handling pricing and service negotiations

• Managing difficult conversations professionally

• Preserving relationships while protecting margins

________________________________________

Module 11: Monitoring Performance and Delivering Value

• Key metrics and client KPIs

• Measuring success and satisfaction

• Ensuring consistent value delivery

________________________________________

Module 12: Sustaining and Growing Key Accounts

• Building loyalty and advocacy

• Creating long-term partnership strategies

• Using feedback to improve service and retention

Facilitator

Global Leadership Institute Certified Trainers

Investment / Fees

• Standard Fee: KSh 89,000 per participant
• Group Discount:(3+ participants)- 10% off the standard fee
• Includes training materials, lunch, tea/coffee breaks, and certificate.

Registration Deadline

Sep 22,2025

How to Register

• Register here: www.leadership.co.ke/register/ or click “Register/Apply to Attend”.
• Then, payment details will be shown/visible & automatically emailed to you.
• Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
• Need help? Call +254 722 223 084 or +254 20 260 3433 or +254 722 517 646(9 AM–5 PM EAT).

REGISTER NOW / APPLY TO ATTEND

Date and Time

Date: Sep 22-26, 2025, 8:30 AM – 5:00 PM

Venue

Mombasa,Kenya

Overview

The Certified Sales Professional (CSP) certification is a comprehensive and practical program designed to equip sales professionals with the critical skills, tools, and strategies needed to excel in today’s competitive and dynamic sales environment. This program covers the full spectrum of the sales process — from prospecting and relationship-building to closing and post-sale engagement — with a strong emphasis on ethical, customer-centric, and value-based selling.

Learning Objectives

By the end of the CSP certification, participants will:

• Understand and implement structured sales processes.

• Develop powerful prospecting and lead generation strategies.

• Build lasting relationships through consultative and solution selling.

• Master negotiation, objection handling, and closing techniques.

• Apply digital tools and CRM systems to enhance performance.

• Align personal sales goals with organizational targets.

• Continuously adapt to customer needs and market changes.

Who Should Attend

• • Entry-level and aspiring Sales Representatives
• • Business Development Officers
• • Account Executives and Field Sales Agents
• • Customer Relationship Officers
• • Retail and FMCG Sales Teams
• • Professionals transitioning into a sales career
• • Entrepreneurs managing their own sales functions

Workshop Outline / Modules

Module 1: Introduction to Professional Selling

• The evolving role of the sales professional

• Myths and truths about sales

• Understanding buyer psychology

Module 2: Sales as a Process

• Stages of the sales cycle

• Selling models (AIDA, SPIN, BANT, Challenger, etc.)

• Pipeline vs. funnel management

Module 3: Prospecting and Lead Generation

• Identifying ideal customer profiles

• Prospecting techniques (cold calling, networking, referrals)

• Qualifying leads

Module 4: Customer Needs Assessment

• Asking the right questions

• Active listening techniques

• Discovering pain points and motivations

Module 5: Building Rapport and Trust

• First impressions and professionalism

• Matching and mirroring

• Building long-term credibility

Module 6: Solution Selling Techniques

• Moving from product to value

• Customizing your pitch

• Demonstrating ROI and benefits

Module 7: Crafting the Sales Pitch

• Building a compelling message

• Storytelling in sales

• Tailoring pitches by industry/client type

Module 8: Objection Handling Skills

• Types of objections and causes

• Reframing objections

• Objection-handling models

Module 9: Closing Techniques

• Recognizing buying signals

• Trial closes and assumptive closes

• Asking for the sale confidently

Module 10: Post-Sale Relationship Management

• Onboarding new clients

• After-sales support

• Turning customers into advocates

Module 11: Time and Territory Management

• Planning and scheduling your day

• Segmenting and managing sales territories

• Route planning tools

Module 12: Key Performance Metrics in Sales

• Sales KPIs and benchmarks

• Tracking performance and reporting

• Understanding conversion rates and pipeline health

Module 13: CRM Systems and Digital Selling Tools

• Introduction to CRMs (HubSpot, Salesforce, etc.)

• Managing contacts and follow-ups

• Automation and sales enablement tools

Module 14: Personal Branding for Sales Professionals

• Building a professional online presence

• LinkedIn for sales prospecting

• Managing your reputation

Module 15: Consultative and Strategic Selling

• Becoming a trusted advisor

• Mapping customer journeys

• Co-creating solutions with clients

Module 16: Emotional Intelligence in Sales

• Self-awareness and regulation

• Empathy and customer orientation

• Navigating tough conversations

Module 17: Negotiation Mastery

• The principles of win-win negotiation

• Handling high-value or complex deals

• Price and value discussions

Module 18: Selling in a Competitive Market

• Differentiating your offer

• Competitive analysis

• Responding to competitor pressure

Module 19: Ethics and Integrity in Sales

• Professional and legal responsibilities

• Avoiding manipulation and misrepresentation

• Building a reputation for fairness

Module 20: Final Assessment and Capstone Simulation

• Real-world sales scenario simulation

• Role play and evaluation

• Certification exam and feedback session

Facilitator

Global Leadership Institute Certified Trainers

Investment / Fees

• Standard Fee: KSh 109,000 per participant
• Group Discount:(3+ participants)- 10% off the standard fee
• Includes training materials, lunch, tea/coffee breaks, and certificate.

Registration Deadline

Sep 20,2025

How to Register

• Register here: www.leadership.co.ke/register/ or click “Register/Apply to Attend”.
• Then, payment details will be shown/visible & automatically emailed to you.
• Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
• Need help? Call +254 722 223 084 or +254 20 260 3433 or +254 722 517 646(9 AM–5 PM EAT).

REGISTER NOW / APPLY TO ATTEND

Date and Time

Date: Sep 22nd-26th 2025, 8:30 AM – 5:00 PM

Venue

Nairobi,Kenya

Overview

Certification Overview
The Sales Manager Certification (SMC) is a specialized professional credential designed to equip current and aspiring sales managers with the knowledge, tools, and leadership acumen to drive consistent sales performance, develop high-performing teams, and align sales strategy with organizational goals. This program blends modern sales techniques with leadership, data analytics, customer-centricity, and coaching methodologies.

Learning Objectives

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

• Develop and implement effective sales strategies aligned with business goals.

• Lead, coach, and motivate sales teams for peak performance.

• Analyze market trends and use data to inform sales decisions.

• Optimize sales processes, CRM tools, and customer experience.

• Manage key accounts and complex negotiations effectively.

• Align sales goals with marketing, finance, and operations for sustainable growth

Who Should Attend

• • Aspiring or newly appointed Sales Managers
• • Regional and Territory Sales Leaders
• • Business Development Managers
• • Key Account Managers
• • Entrepreneurs and Startup Founders overseeing sales
• • Sales Team Leads aiming to move into management roles
• • Marketing professionals transitioning into sales roles

Workshop Outline / Modules

Comprehensive Course Outline (16 Modules)

Module 1: Foundations of Sales Management

• Role of a sales manager

• Traits of effective sales leadership

• Transitioning from salesperson to manager

Module 2: Strategic Sales Planning

• Sales planning framework

• Territory design and quota setting

• Setting SMART sales objectives

Module 3: Sales Forecasting and Budgeting

• Forecasting methods (qualitative & quantitative)

• Managing and allocating sales budgets

• Pipeline vs. forecast accuracy

Module 4: Sales Process Design and Optimization

• Stages of the sales process

• Building scalable, repeatable processes

• Sales playbooks and SOPs

Module 5: Recruitment and Onboarding of Sales Talent

• Identifying talent profiles

• Interviewing and hiring techniques

• Effective onboarding plans

Module 6: Sales Coaching and Team Development

• Coaching vs. managing

• Conducting effective 1-on-1s

• Developing individualized growth plans

Module 7: Sales Performance Management

• Setting KPIs and metrics

• Using scorecards and dashboards

• Handling underperformance

Module 8: CRM and Sales Technology

• CRM selection and implementation

• Sales automation tools

• Data hygiene and adoption strategies

Module 9: Key Account Management

• Defining key accounts and segmentation

• Strategic relationship management

• Growing wallet share and customer lifetime value

Module 10: Sales Negotiation and Deal Closing

• Negotiation frameworks and tactics

• Handling objections

• Closing strategies and techniques

Module 11: Building a High-Performance Sales Culture

• Motivation and incentive systems

• Recognition and team dynamics

• Creating accountability and ownership

Module 12: Customer-Centric Selling

• Understanding customer journey and needs

• Value-based selling

• Improving customer retention and loyalty

Module 13: Sales Analytics and Reporting

• Using data for decision-making

• Sales funnel analysis

• Leveraging BI tools for insights

Module 14: Cross-Functional Collaboration

• Working with marketing, finance, and product teams

• Aligning GTM (go-to-market) strategy

• Managing internal stakeholder expectations

Module 15: Managing Remote and Hybrid Sales Teams

• Tools and practices for remote management

• Virtual sales meetings and reporting

• Maintaining morale and performance remotely

Module 16: Ethics, Compliance, and Risk Management in Sales

• Sales-related compliance and legal risks

• Ethical selling practices

• Preventing fraud and misrepresentation

Facilitator

Global Leadership Institute Certified Trainers

Investment / Fees

• Standard Fee: KSh 109,000 per participant
• Group Discount:(3+ participants)- 10% off the standard fee
• Includes training materials, lunch, tea/coffee breaks, and certificate.

Registration Deadline

Sep 20,2025

How to Register

• Register here: www.leadership.co.ke/register/ or click “Register/Apply to Attend”.
• Then, payment details will be shown/visible & automatically emailed to you.
• Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
• Need help? Call +254 722 223 084 or +254 20 260 3433 or +254 722 517 646(9 AM–5 PM EAT).

REGISTER NOW / APPLY TO ATTEND

Date and Time

Date: August 27-29, 2025, 8:30 AM – 5:00 PM

Venue

Mombasa,Kenya

Overview

Training Overview
Effective report writing is an essential skill for professionals across all sectors. A well-structured report communicates information clearly, influences decision-making, and supports organizational objectives. This 3-day intensive training equips participants with the techniques, tools, and confidence to write professional, purposeful, and impactful reports tailored to different audiences and organizational needs.

Learning Objectives

Training Objective

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

• Understand the different types and purposes of reports

• Plan, research, and structure reports effectively

• Write clearly, concisely, and persuasively

• Tailor content for different stakeholders and readers

• Use formatting, data, and visuals to enhance readability

• Apply editing and proofreading techniques for accuracy and quality

________________________________________

Training Benefits

Participants will gain:

• Confidence in producing high-quality and professional reports

• Better communication and documentation skills

• Tools and templates for efficient report preparation

• Improved clarity, consistency, and tone in written reports

• A Certificate of Participation from Global Leadership Institute

Who Should Attend

• This training is ideal for:
• • Officers, administrators, and managers
• • Project managers and M&E professionals
• • Researchers, analysts, and technical writers
• • NGO, government, and corporate staff who prepare reports
• • Anyone responsible for writing internal or external reports

Workshop Outline / Modules

Comprehensive Course Outline

Module 1: Introduction to Professional Report Writing

• Purpose and value of effective reports

• Overview of different types of reports

• Understanding the report writing process

Module 2: Planning Your Report

• Setting objectives and defining purpose

• Identifying the target audience

• Gathering and organizing information

Module 3: Structuring the Report

• Essential components: Executive Summary, Introduction, Body, and Conclusion

• Logical flow of information

• Creating outlines and templates

Module 4: Writing with Clarity and Impact

• Using plain language for better understanding

• Sentence structure, paragraphing, and transitions

• Tone, style, and language for professional reports

Module 5: Visual Presentation of Data and Findings

• Using tables, graphs, charts, and infographics

• Formatting reports for readability

• Visual consistency and branding in reports

Module 6: Integrating Research and Evidence

• Referencing data sources and citations

• Incorporating findings from surveys and interviews

• Presenting qualitative and quantitative data effectively

Module 7: Executive Summaries and Abstracts

• Writing concise and compelling summaries

• What to include and what to leave out

• Adapting content for busy readers

Module 8: Writing Analytical and Technical Reports

• Analysis vs. description

• Reporting recommendations and conclusions

• Techniques for writing policy, evaluation, and progress reports

Module 9: Language and Grammar for Report Writers

• Common grammar and punctuation issues

• Avoiding jargon and redundancy

• Using active vs. passive voice effectively

Module 10: Editing, Proofreading, and Quality Control

• Reviewing for clarity, consistency, and coherence

• Editing checklists and peer review

• Tools and techniques for final polishing

Module 11: Digital Tools for Report Writing

• Using MS Word, Google Docs, and formatting tools

• Collaborative writing and cloud-based editing

• Tools for citation, grammar, and layout

Module 12: Practical Report Writing Exercise and Feedback

• Writing a mini-report or executive summary

• Group presentation and peer review

• Individual feedback and improvement plans

Facilitator

Global Leadership Institute Certified Trainer

Investment / Fees

• Standard Fee: KSh 89,000 per participant
• Includes training materials, lunch, tea/coffee breaks, and certificate.

Registration Deadline

Aug 25,2025

How to Register

• Register here: www.leadership.co.ke/register/ or click “Register/Apply to Attend”.
• Then, payment details will be shown/visible & automatically emailed to you.
• Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
• Need help? Call +254 722 223 084 or +254 20 260 3433 or +254 722 517 646(9 AM–5 PM EAT).

REGISTER NOW / APPLY TO ATTEND

Date and Time

Date: August 27-29, 2025, 8:30 AM – 5:00 PM

Venue

Naivasha, Kenya

Overview

Training Overview
The front office is the face and voice of any organization. Whether in hospitality, corporate offices, institutions, or service centers, front office staff play a critical role in shaping first impressions, ensuring smooth operations, and delivering excellent customer experiences.
This 3-day practical and skills-based training is designed to empower front office personnel with modern communication, customer service, technology, and administrative skills necessary for exceptional performance and professional image.

Learning Objectives

Training Objective

By the end of this training, participants will:

• Understand the importance and impact of front office operations

• Improve their interpersonal, communication, and customer-handling skills

• Learn how to manage reception areas professionally and efficiently

• Gain confidence in handling guests, inquiries, complaints, and administrative duties

• Use modern tools and techniques to enhance service delivery at the front desk

________________________________________

Training Benefits

Participants will gain:

• Practical skills for professional reception and visitor handling

• Stronger personal image, etiquette, and communication confidence

• Improved customer service and complaint management capability

• Enhanced coordination with other departments and internal staff

• Better use of technology in front office roles

• A certificate of participation from Global Leadership Institute

Who Should Attend

• This training is suitable for:
• • Front office and reception staff
• • Administrative assistants and secretaries
• • Guest relations officers and customer-facing staff
• • Call center and helpdesk personnel
• • Office administrators involved in public interaction
• • Anyone aspiring to take on front office responsibilities professionally

Workshop Outline / Modules

Comprehensive Course Outline

Module 1: Introduction to Front Office Management

• Role and significance of front office operations

• Key qualities of effective front office staff

• Impact of front office on brand image

Module 2: Professional Image, Grooming, and Etiquette

• Personal presentation and dress code

• Body language, voice tone, and posture

• Reception desk etiquette and courtesy rules

Module 3: Customer Service Excellence at the Front Office

• Understanding customer needs and expectations

• Creating a welcoming and helpful atmosphere

• Going the extra mile in service delivery

Module 4: Communication Skills for Reception Professionals

• Verbal and non-verbal communication

• Active listening and speaking with clarity

• Professional greetings and telephone handling

Module 5: Managing Incoming Calls and Virtual Reception

• Telephone etiquette and call management

• Transferring calls, taking messages, and follow-up

• Dealing with high call volumes and virtual queries

Module 6: Handling Visitors and Guest Management

• Visitor registration and orientation procedures

• Dealing with VIPs and high-profile guests

• Creating a positive guest experience

Module 7: Complaint Handling and Conflict Resolution

• Handling irate customers with professionalism

• Listening, empathizing, and resolving issues

• Escalation procedures and follow-up

Module 8: Office Administration and Record Keeping

• Appointment scheduling and calendar management

• Filing and organizing documents

• Maintaining visitor logs and front office registers

Module 9: Front Office Technology and Digital Tools

• Telephone systems, intercoms, and email platforms

• Visitor management software

• Booking, access control, and security systems

Module 10: Time Management and Prioritization

• Managing multiple tasks and walk-ins

• Staying calm under pressure

• Creating order and flow at the reception area

Module 11: Security, Confidentiality, and Protocols

• Access control and visitor safety

• Handling confidential information professionally

• Emergency procedures and safety protocols

Module 12: Teamwork, Initiative, and Self-Development

• Working with departments and office teams

• Being proactive and anticipating needs

• Setting personal goals for front office excellence

Facilitator

Global Leadership Institute Certified Trainers

Investment / Fees

• Standard Fee: KSh 89,000 per participant
• Includes training materials, lunch, tea/coffee breaks, and certificate.

Registration Deadline

Aug 25,2025

How to Register

• Register here: www.leadership.co.ke/register/ or click “Register/Apply to Attend”.
• Then, payment details will be shown/visible & automatically emailed to you.
• Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
• Need help? Call +254 722 223 084 or +254 20 260 3433 or +254 722 517 646(9 AM–5 PM EAT).

REGISTER NOW / APPLY TO ATTEND

Date and Time

Date: August 27-29, 2025, 8:30 AM – 5:00 PM

Venue

Nairobi,Kenya

Overview

Training Overview
The role of an Executive Assistant or Personal Assistant (PA) has evolved from basic administrative support to a highly skilled, strategic role requiring proactive thinking, excellent communication, project management, and leadership qualities. This 3-day interactive training course is designed to equip participants with cutting-edge skills, tools, and techniques to operate confidently and efficiently at the highest level of business support.

Learning Objectives

Training Objective

By the end of this training, participants will:

• Understand the changing role and strategic value of EAs and PAs

• Enhance their communication, time management, and coordination abilities

• Learn how to manage demanding executives and complex schedules

• Build professional confidence in handling sensitive tasks and information

• Develop strong organizational, prioritization, and multitasking skills

________________________________________

Training Benefits

Participants will gain:

• Improved productivity and efficiency in supporting top-level executives

• Greater control over workload and competing priorities

• Better communication and interpersonal relationship skills

• Tools to handle stress and tight deadlines

• Increased confidence in managing executive tasks and office dynamics

• A certificate of participation from Global Leadership Institute

Who Should Attend

• This course is ideal for:
• • Executive Assistants
• • Personal Assistants (PAs)
• • Administrative Assistants
• • Secretaries and Office Coordinators
• • Executive Support Professionals
• • Anyone aspiring to become a high-performing EA or PA

Workshop Outline / Modules

Training Course Outline

Module 1: The Evolving Role of the EA/PA

• From administrative support to strategic partner

• Key attributes of exceptional assistants

• Understanding expectations from senior executives

Module 2: Managing Executive Schedules and Calendars

• Prioritizing appointments and travel

• Coordinating across multiple time zones

• Avoiding scheduling conflicts and overloads

Module 3: Professional Communication and Business Writing

• Writing concise and effective emails, memos, and letters

• Handling internal and external communication

• Crafting executive briefings and reports

Module 4: Time Management and Prioritization

• Task tracking and delegation strategies

• Managing urgent vs. important tasks

• Tools and systems for efficiency

Module 5: Meeting and Event Planning

• Preparing agendas and minutes

• Coordinating logistics and follow-ups

• Managing online and hybrid meetings

Module 6: Travel Planning and Itinerary Management

• Booking flights, accommodation, and transport

• Developing comprehensive travel packs

• Handling travel disruptions and changes

Module 7: Confidentiality, Ethics, and Discretion

• Dealing with sensitive information

• Building trust with executives

• Professional integrity in action

Module 8: Executive Support and Decision Facilitation

• Understanding your executive’s work style

• Acting as a gatekeeper and liaison

• Managing upward communication

Module 9: Handling Stress and Working Under Pressure

• Staying calm in high-pressure situations

• Coping mechanisms and self-care strategies

• Managing executive demands effectively

Module 10: Office Management and Team Coordination

• Overseeing office processes and procedures

• Supporting teams and cross-department collaboration

• Tracking office projects and priorities

Module 11: Problem Solving and Critical Thinking

• Taking initiative and being solution-focused

• Scenario analysis and decision-making

• Managing crises and last-minute changes

Module 12: Career Growth and Personal Development

• Building your personal brand

• Setting goals for advancement

• Networking and continuous learning

Facilitator

Global Leadership Institute Trainers

Investment / Fees

• Standard Fee: KSh 89,000 per participant
• Includes training materials, lunch, tea/coffee breaks, and certificate.

Registration Deadline

Aug 26,2025

How to Register

• Register here: www.leadership.co.ke/register/ or click “Register/Apply to Attend”.
• Then, payment details will be shown/visible & automatically emailed to you.
• Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
• Need help? Call +254 722 223 084 or +254 20 260 3433 or +254 722 517 646(9 AM–5 PM EAT).

REGISTER NOW / APPLY TO ATTEND

Date and Time

Date: August 25-29th, 2025, 8:30 AM – 5:00 PM

Venue

Naivasha, Kenya

Overview

Certification Overview
Clear, confident, and strategic communication is a vital leadership and organizational skill. The Certified Business Communication Professional (CBCP) certification is designed to develop communication excellence in professionals across industries and functions. This globally recognized certification program empowers participants with the tools, techniques, and confidence to communicate effectively in written, verbal, and non-verbal formats—internally and externally.
The CBCP credential validates that an individual possesses high-level proficiency in professional communication—equipping them to lead, influence, and drive performance through impactful messaging

Learning Objectives

Certification Objective

This program aims to:

• Develop mastery in business writing, presentations, and interpersonal communication

• Enhance professional image and personal branding through communication

• Equip participants to lead meetings, negotiations, and digital communications

• Build capacity in cross-cultural, crisis, and executive communication

• Provide globally recognized certification in business communication competency

________________________________________

Certification Benefits

Participants will:

• Earn the Certified Business Communication Professional (CBCP) credential

• Become more persuasive, clear, and confident communicators

• Enhance career opportunities across leadership, sales, HR, public relations, and administration

• Learn to apply strategic communication to influence decisions and drive outcomes

• Gain practical tools, templates, and feedback for real-world application

• Join a professional network of CBCP-certified communicators

Who Should Attend

• This program is suitable for:
• • Managers, executives, and team leaders
• • Public relations and corporate communications officers
• • Sales, marketing, and customer relations professionals
• • HR professionals and administrative staff
• • Trainers, consultants, and NGO staff
• • Anyone seeking to upgrade their communication capabilities for leadership or client-facing roles

Workshop Outline / Modules

Comprehensive Certification Outline

(15 Modules with Subheadings)

Module 1: Foundations of Business Communication

• Principles of effective communication

• Business vs. casual communication

• Communication models and barriers

Module 2: Communication Styles and Emotional Intelligence

• Understanding communication styles (assertive, passive, aggressive)

• Applying emotional intelligence in communication

• Adapting style to audience and context

Module 3: Professional Business Writing Skills

• Email etiquette, memos, and formal letters

• Tone, clarity, and structure in writing

• Avoiding common grammar and language errors

Module 4: Report Writing and Document Formatting

• Writing executive summaries and reports

• Structuring ideas logically

• Formatting for clarity and visual appeal

Module 5: Public Speaking and Presentation Mastery

• Preparing and structuring presentations

• Vocal projection, body language, and engagement

• Using visuals and slides effectively

Module 6: Verbal Communication and Active Listening

• Techniques for clarity and impact

• Listening with empathy and intention

• Asking effective questions and paraphrasing

Module 7: Non-Verbal Communication and Image Management

• Body language, eye contact, posture, and attire

• Building a confident and credible presence

• Managing impressions and reading cues

Module 8: Digital Communication and Virtual Presence

• Best practices for virtual meetings and emails

• Zoom/Teams/Skype etiquette and protocols

• Online brand and professionalism

Module 9: Communication for Teamwork and Collaboration

• Sharing feedback and managing misunderstandings

• Collaborative dialogue and consensus building

• Leading and participating in team meetings

Module 10: Cross-Cultural and Inclusive Communication

• Cultural sensitivity in language and behavior

• Avoiding bias, stereotyping, and exclusion

• Communicating across diverse teams

Module 11: Conflict Resolution and Difficult Conversations

• Communication tools for resolving disputes

• Staying calm and constructive under pressure

• Saying “no” and giving corrective feedback

Module 12: Business Storytelling and Persuasive Messaging

• Crafting narratives for proposals, pitches, and presentations

• Story frameworks for business impact

• Using emotion and logic to influence

Module 13: Communication for Leadership and Influence

• Vision communication and motivation

• Inspiring action through words

• Executive presence in communication

Module 14: Crisis and Strategic Communication

• Communicating during uncertainty and emergencies

• Media and stakeholder messaging

• Transparency, timing, and trust

Module 15: Final Certification Assessment & Personal Communication Plan

• Simulation and practical application

• One-on-one presentation with feedback

• Development of a personal communication improvement plan

Facilitator

Global Leadership Institute Certified Trainers

Investment / Fees

• Standard Fee: KSh 109,000 per participant
• Includes training materials, lunch, tea/coffee breaks, and certificate.

Registration Deadline

Aug 24,2025

How to Register

• Register here: www.leadership.co.ke/register/ or click “Register/Apply to Attend”.
• Then, payment details will be shown/visible & automatically emailed to you.
• Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
• Need help? Call +254 722 223 084 or +254 20 260 3433 or +254 722 517 646(9 AM–5 PM EAT).

REGISTER NOW / APPLY TO ATTEND

Date and Time

Date: Aug 25–29, 2025, 8:30 AM – 5:00 PM

Venue

Mombasa, Kenya

Overview

Certification Overview
Customer service is the frontline of any organization’s brand and reputation. The Certified Customer Service Professional (CCSP) program equips professionals with the skills, knowledge, and certification needed to deliver world-class service in today’s fast-paced and customer-centric environment.

This intensive 5-day certification program provides a mix of theory, real-world applications, role-plays, and assessments designed to transform participants into confident, service-oriented professionals who can elevate the customer experience at every touchpoint.

Learning Objectives

Certification Objective

This certification aims to:

• Provide comprehensive training in the principles of excellent customer service

• Develop professionals who can manage diverse customer interactions and expectations

• Enhance service recovery, communication, and relationship-building skills

• Equip participants with practical tools and strategies to elevate service delivery standards

• Foster a customer-centric culture within teams and organizations

________________________________________

Certification Benefits

Participants will:

• Earn a globally recognized CCSP Certification from Global Leadership Institute

• Gain confidence in handling service challenges, difficult customers, and complaints

• Improve communication, problem-solving, and conflict resolution skills

• Learn how to exceed customer expectations consistently

• Become key drivers of customer satisfaction and loyalty in their organizations

• Receive downloadable templates, checklists, and tools for implementation

• Join a network of certified service professionals across industries

Who Should Attend

• This program is ideal for:
• • Customer service officers, executives, and managers
• • Frontline staff in retail, hospitality, banking, telecommunications, insurance, and public service
• • Call center agents and helpdesk professionals
• • Sales support and client relationship teams
• • Admin and reception staff who regularly interact with clients
• • Anyone aspiring to build a career in customer service

Workshop Outline / Modules

Comprehensive Certification Outline

Module 1: Foundations of World-Class Customer Service

• Defining service excellence in the modern era

• The economic impact of customer service

• Key traits of top-performing service professionals

Module 2: Understanding Customer Expectations and Behavior

• Types of customers and service needs

• Service gaps and expectation mapping

• Building emotional intelligence for better service

Module 3: Verbal and Non-Verbal Communication in Service

• Tone, clarity, and active listening

• Reading body language and non-verbal cues

• Communicating across diverse customer profiles

Module 4: Professional Telephone and Digital Service Skills

• Mastering phone etiquette and virtual professionalism

• Writing professional service emails and chats

• Managing online service platforms and social media

Module 5: Managing Challenging Situations and Difficult Customers

• De-escalation techniques and calming irate customers

• Positive language and empathy in conflict

• When and how to escalate issues

Module 6: Service Recovery and Turning Complaints into Loyalty

• The psychology of a complaint

• The 5-step service recovery model

• Follow-up strategies to restore trust

Module 7: Time Management in a Service Environment

• Handling high volumes of service tasks

• Prioritizing customer needs efficiently

• Avoiding burnout while maintaining service quality

Module 8: Building Long-Term Customer Relationships

• Beyond transactions: relationship selling and service

• Strategies for customer retention and loyalty

• Creating memorable service moments

Module 9: Internal Customer Service and Team Collaboration

• Serving colleagues with professionalism

• Breaking departmental silos

• Fostering a culture of mutual support

Module 10: Customer Service Standards and Quality Assurance

• Setting, communicating, and measuring service standards

• Customer feedback systems and mystery shopping

• Service-level agreements (SLAs) and KPIs

Module 11: Innovation in Customer Service Delivery

• Proactive vs. reactive service

• Leveraging technology for faster, smarter service

• Creative problem-solving in service scenarios

Module 12: Customer Journey Mapping

• Visualizing customer touchpoints

• Identifying service pain points and opportunities

• Using insights to improve service processes

Module 13: Service Ethics and Professional Conduct

• Honesty, transparency, and customer trust

• Handling sensitive customer information

• Ethics in sales, upselling, and cross-selling

Module 14: Leading a Customer-Centric Team

• Coaching and mentoring frontline staff

• Creating a high-performing service team

• Aligning team goals with customer needs

Module 15: Certification Review and Personal Action Plan

• Certification exam preparation

• Capstone customer service improvement plan

• Final assessment and award of CCSP certificate

Facilitator

Global Leadership Certified Trainers

Investment / Fees

• Standard Fee: KSh 109,000 per participant
• Includes training materials, lunch, tea/coffee breaks, and certificate.

Registration Deadline

Aug 24,2025

How to Register

• Register here: www.leadership.co.ke/register/ or click “Register/Apply to Attend”.
• Then, payment details will be shown/visible & automatically emailed to you.
• Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
• Need help? Call +254 722 223 084 or +254 20 260 3433 or +254 722 517 646(9 AM–5 PM EAT).

REGISTER NOW / APPLY TO ATTEND