Category: Training Calendar

Date and Time

Date: July 14–18, 2025, 8:30 AM – 5:00 PM

Venue

Nairobi,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

• Who Should Take This Certification
• 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

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

July 12, 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: July 30–1st Aug, 2025, 8:30 AM – 5:00 PM

Venue

Nairobi,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 Trainers

Investment / Fees

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

Registration Deadline

July 28,2025

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: July 30–1st Aug, 2025, 8:30 AM – 5:00 PM

Venue

Nairobi,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

July 28,2025

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: July 30–1st Aug, 2025, 8:30 AM – 5:00 PM

Venue

Nairobi, Kenya

Overview

Training Overview
Excellent customer service is at the heart of every successful organization. In today’s competitive environment, customer expectations are higher than ever, and delivering consistent, high-quality service is essential for building customer loyalty, increasing retention, and enhancing organizational reputation.
This 3-day interactive training is designed to empower participants with the knowledge, skills, and tools to deliver outstanding service experiences across all customer touchpoints.
________________________________________

Learning Objectives

Training Objectives

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

• Understand the principles and importance of excellent customer service

• Communicate effectively and empathetically with various customer types

• Handle difficult customers and service recovery with professionalism

• Apply strategies to build lasting customer relationships

• Enhance internal customer service culture within their teams and departments

• Create value-added service strategies that drive satisfaction and loyalty

________________________________________

Training Benefits

Participants will gain:

• Enhanced communication and problem-solving skills

• Greater confidence in managing challenging service situations

• A customer-focused mindset aligned with organizational goals

• Techniques to exceed customer expectations

• Practical tools to measure and improve customer service performance

• Networking opportunities with peers from different industries

________________________________________

Who Should Attend

• This course is ideal for:
• • Customer service representatives and officers
• • Front-line staff in retail, hospitality, banking, telecoms, healthcare, and public service
• • Team leaders and supervisors overseeing customer experience
• • Call center and helpdesk personnel
• • Sales support staff
• • Anyone seeking to enhance their customer interaction skills
• ________________________________________

Workshop Outline / Modules

Comprehensive Course Outline

Module 1: Introduction to Customer Service Excellence

• The evolving role of customer service

• Importance of service in organizational success

• Defining service quality and customer expectations

Module 2: Understanding Customer Needs and Behavior

• Types of customers and their profiles

• Emotional intelligence in customer interactions

• Active listening and observing cues

Module 3: Effective Communication in Customer Service

• Verbal and non-verbal communication skills

• Clarity, tone, and empathy

• Communicating across cultures and languages

Module 4: Building Customer Relationships

• Trust and rapport building techniques

• Customer loyalty vs. satisfaction

• Personalizing service without overstepping boundaries

Module 5: Handling Complaints and Difficult Customers

• Steps in complaint handling and resolution

• De-escalation techniques and emotional control

• Turning a negative experience into a positive one

Module 6: Telephone and Virtual Customer Service Skills

• Professional phone etiquette

• Email and chat professionalism

• Managing customer interactions in digital platforms

Module 7: Time Management in Service Delivery

• Managing workload and customer queues

• Prioritization strategies for fast-paced environments

• Setting realistic service expectations

Module 8: Customer Service Standards and KPIs

• Setting and maintaining service benchmarks

• Key metrics for evaluating service quality

• Service level agreements (SLAs)

Module 9: Service Recovery and Customer Retention

• The service recovery paradox

• Apologies, compensation, and follow-ups

• Winning back lost customers

Module 10: Internal Customer Service

• Collaboration across departments

• Treating colleagues as customers

• Creating a service-minded work culture

Module 11: Innovation and Value-Added Service

• Proactive service delivery

• Creative problem-solving

• Exceeding customer expectations

Module 12: Action Planning and Commitment to Service Excellence

• Self-assessment and feedback

• Personal improvement goals

• Developing a service improvement plan

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

July 28,2025

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: July 30–1st Aug, 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 Certified Trainers

Investment / Fees

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

Registration Deadline

July 28,2025

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: July 14–18, 2025, 8:30 AM – 5:00 PM

Venue

Nairobi,Kenya

Overview

Certification Overview

The Certified Management Professional (CMP) certification by Global Leadership Institute is designed for professionals seeking to enhance their leadership, strategic, and operational management skills. This globally recognized credential validates expertise in management principles, business strategy, decision-making, and leadership effectiveness. It is ideal for managers, executives, and aspiring leaders looking to advance their careers and organizational impact.

Learning Objectives

Certification Objective

The CMP certification aims to:

• Equip professionals with advanced management knowledge and leadership skills.

• Enhance strategic thinking, problem-solving, and decision-making capabilities.

• Improve organizational efficiency through best management practices.

• Develop competencies in financial management, operations, human resources, and risk management.

• Strengthen ethical leadership and corporate governance skills.

Certification Benefits

• Career Advancement: Increases employability and promotion prospects.

• Global Recognition: Enhances credibility and marketability worldwide.

• Improved Leadership Skills: Builds confidence in managing teams and organizations.

• Strategic Decision-Making: Strengthens critical thinking and analytical skills.

• Networking Opportunities: Connects professionals with industry experts.

• Higher Earning Potential: Certified managers often earn more than non-certified counterparts.

Who Should Attend

• -All Managers
• -Directors
• -Executives

Workshop Outline / Modules

Certification Course Outline

Module 1: Introduction to Management and Leadership

• Definition and Functions of Management

• Leadership vs. Management

• Managerial Roles and Responsibilities

Module 2: Strategic Planning and Execution

• Vision, Mission, and Organizational Goals

• Strategic Analysis and Decision-Making

• Business Growth Strategies

Module 3: Organizational Behavior and Change Management

• Organizational Culture and Structure

• Change Management Frameworks

• Leading Organizational Transformation

Module 4: Financial Management for Managers

• Budgeting and Forecasting

• Financial Statement Analysis

• Cost Control and Profitability

Module 5: Human Resource Management and Talent Development

• Recruitment and Selection

• Employee Engagement and Retention

• Performance Management Systems

Module 6: Operations and Supply Chain Management

• Process Optimization

• Quality Management Techniques

• Lean Management and Six Sigma

Module 7: Marketing and Business Development

• Market Analysis and Consumer Behavior

• Branding and Competitive Positioning

• Digital Marketing Strategies

Module 8: Project Management Principles

• Project Planning and Scheduling

• Risk Management in Projects

• Agile and Waterfall Methodologies

Module 9: Risk Management and Business Continuity

• Identifying and Assessing Risks

• Crisis Management Planning

• Business Continuity Strategies

Module 10: Corporate Governance and Ethics

• Corporate Social Responsibility (CSR)

• Ethical Leadership and Decision-Making

• Compliance and Regulatory Frameworks

Module 11: Communication and Negotiation Skills

• Effective Business Communication

• Negotiation Techniques and Conflict Resolution

• Stakeholder Management

Module 12: Data-Driven Decision Making

• Business Analytics and Intelligence

• Key Performance Indicators (KPIs)

• Data Interpretation for Management

Module 13: Performance Management and Productivity Enhancement

• Goal Setting and KPIs

• Employee Productivity Metrics

• Performance Improvement Plans

Module 14: Customer Experience and Relationship Management

• Customer-Centric Strategies

• Building Long-Term Client Relationships

• Service Excellence and Retention

Module 15: Innovation and Digital Transformation

• Emerging Technologies in Management

• Digital Business Models

• AI and Automation in Business

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

July 12, 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: July 14–17, 2025, 8:30 AM – 5:00 PM

Venue

Nairobi,Kenya

Overview

Certification Overview
Administrative and office professionals are the backbone of organizational operations. Their role has evolved far beyond clerical tasks to include strategic support, project coordination, communication management, and office efficiency. This five-day professional certification is designed to empower administrative professionals with advanced skills in office management, communication, organization, and technology, ensuring they contribute effectively to organizational success

Learning Objectives

Certification Objective

The goal of this certification is to:

• Strengthen the skills and knowledge of administrative and office management professionals

• Equip participants with tools to enhance productivity, coordination, and service delivery

• Improve organizational and time management skills

• Build professional confidence in handling modern administrative responsibilities

• Enable participants to support leadership and teams effectively

________________________________________

Certification Benefits

Upon completion of this program, participants will:

• Gain an internationally recognized Administration & Office Management Professional Certification

• Develop a strategic understanding of their administrative role

• Learn modern tools, systems, and technologies for office efficiency

• Improve multitasking, communication, and coordination skills

• Build confidence to manage change, handle challenges, and lead initiatives

• Be better equipped to support senior executives and manage administrative teams

Who Should Attend

• This course is ideal for:
• • Executive Assistants and Personal Assistants
• • Office Managers and Administrative Officers
• • Departmental Secretaries and Receptionists
• • Administrative Coordinators
• • Records and Information Managers
• • Any professionals aspiring to advance in administrative and office management roles
• ________________________________________

Workshop Outline / Modules

Comprehensive Certification Outline

Module 1: The Evolving Role of the Administrative Professional

• From support staff to strategic contributor

• Modern office management challenges

• Building a professional brand

Module 2: Organizational Skills for Office Efficiency

• Prioritizing daily tasks

• Developing effective filing systems

• Managing multiple demands and interruptions

Module 3: Effective Business Communication

• Writing professional emails, memos, and reports

• Telephone etiquette and business correspondence

• Communication styles and tone

Module 4: Calendar and Schedule Management

• Time blocking and prioritization

• Managing appointments, meetings, and travel

• Tools for digital scheduling

Module 5: Event and Meeting Coordination

• Planning internal and external meetings

• Logistics, catering, and follow-up

• Virtual meeting management

Module 6: Travel Planning and Itinerary Preparation

• Domestic and international travel arrangements

• Preparing detailed itineraries

• Handling travel disruptions

Module 7: Filing and Records Management

• Manual vs. digital filing systems

• Document retention policies

• Confidentiality and data protection

Module 8: Office Technology and Digital Tools

• Productivity software (MS Office, Google Workspace)

• Collaborative platforms (e.g., Zoom, Teams, Slack)

• Cloud storage and online filing systems

Module 9: Leadership and Initiative for Admins

• Proactive problem-solving

• Supporting management and team leaders

• Taking ownership and leading projects

Module 10: Customer Service and Front-Desk Management

• Creating a welcoming office environment

• Managing walk-ins and calls professionally

• Handling complaints tactfully

Module 11: Procurement and Office Supplies Management

• Managing office inventory and suppliers

• Creating requisitions and purchase orders

• Vendor relationship management

Module 12: Budgeting Basics for Office Managers

• Understanding departmental budgets

• Cost-conscious decision-making

• Monitoring and reporting expenses

Module 13: Conflict Management and Professional Boundaries

• Navigating interpersonal office dynamics

• Setting boundaries with tact and respect

• Dealing with difficult personalities

Module 14: Ethics, Confidentiality, and Professionalism

• Handling sensitive information

• Office politics and ethical dilemmas

• Maintaining integrity in all tasks

Module 15: Career Growth and Certification Assessment

• Personal development planning

• Presentation of capstone assignment

• Certification exam and reflection

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

July 12, 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: July 14–18, 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 Institute Certified Trainers

Investment / Fees

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

Registration Deadline

July 12, 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