August 2017

OVER VIEW

Leadership; beyond all explanation is “ability to influence people” towards the attainment of stated goals. How do you relate with, communicate with, delegate, motivate, reprimand and influence different people with different backgrounds, beliefs, thought patterns and temperament? How do you ensure a harmonious environment within your team?

Emotional Intelligence teaches the ability to master “self” and understand “others”; the resultant effect is effective leadership and thus operational success. “Emotional Intelligence competencies are not innate talents, but learned abilities, each of which has a unique contribution to making leaders more resonant, therefore, more effective.” …Daniel Goleman. We have designed this program to be highly practical and the exercises are everyday real life situations.

VALUE PROPOSITION

At the end of this training participants will be able to:

• Lead teams more effectively towards improved performance
• Develop the capacity to work and relate with different personality types
• Identify how to manage their emotions in challenging situations
• Develop empowering communication style that keeps subordinates motivated
• Sustain a more harmonious team
• Delegate and motivate better with improved feedback

Read more at http://pausefactory.org/course/leading-emotional-intelligence/

*Course overview:*

Understand the concepts of business etiquette and learn how to apply
business etiquette rules in a wide variety of typical business situations.

*Course Outline:*

*1-Office Protocol*

– Office etiquette
– Understanding business etiquette
– Maintaining a professional appearance
– Practicing office etiquette
– Office relationships
– Developing positive relationships with co-workers
– Avoiding rumours and gossips
– Developing relationships with superiors and staff

*2-Professional conduct*

– Appropriate use of the Internet
– Accessing the Internet
– Ethical dilemmas
– Handling ethical dilemmas
– Maintaining loyalty and confidentiality
– Personal issues in the workplace
– Handling personal issues in the workplace

*3 – Communicating in the workplace*

– Introductions
– Introducing people
– Following etiquette while being introduced
– Conversations
– Making conversation
– Etiquette in meetings
– Understanding meeting protocol
– Conducting yourself properly in meetings

4*- Etiquette in communication*

– Telephone courtesy
– Applying telephone courtesy
– Using voice mails and speakerphones
– E-mail etiquette
– Using subject lines and e-mail signatures
– Composing the body of e-mail messages
– Writing guidelines
– Formatting a business letter
– Writing memos and informal letters

*5 – Business functions*

– Attending business functions
– Identifying types of business functions
– Following etiquette at business functions
– Business dining
– Identifying table settings at formal dinners
– Following etiquette for business dining
– Handling utensils and napkins
– Applying basic rules of dining etiquette

*6 – Business functions*

– The Administrator as part of the support team
– The modern administrator’s highly needed abilities
– Verbal communication
– Effective written communication

– Telephone handling best practices
– Effective time planning

Details

What is EQ and what would it mean to practice emotional intelligence?

Join this highly participatory EQ Café to learn about:

• Your goals and how to reach them
• How being smarter with feelings can help us move forward
• What it means to “practice” emotional intelligence

Who: Anyone interested in learning how to practice EQ at work, or in your community.

What: Free workshop

When: February 23, 5:00 – 7:00 pm

Where: Simeon’s Pivot Resources: 19, Town Planning Way, Airtel Bus Stop, Ilupeju Lagos.

How: Save your space by Registering

Questions: Please email Six Seconds’ Network Leader, Enahoro Okhae ask@pausefactory.org

Questions: Please Contact

Tel: 08097374698 | 08096303933 |
Email: teslim@pausefactory.org | ask@pausefactory.org

Necessary Tools for Performance Management Competencies Emphasized in this course: Leadership, Interpersonal skills, Teamwork, Self- Development, Developing others, Coaching, Managing.

OVER VIEW

The PERFORMANCE of the EMPLOYEE; it is the RESPONSIBILITY of the SUPERIOR”;  and we would like to add that it is also the RESPONSIBILITY of the SYSTEM”.

What you do not Measure cannot be Managed, what you do not Manage cannot Grow, what does not grow either stays stagnant or dies

The ultimate goal of managing performance is to improve the performance of an employee, a team and aggregately the organization.

This program has been designed to empower participants, (HR and NON-HR personnel) with the ability to set up and sustain a Performance Management System.

VALUE PROPOSITION

At the end of this training participants would:

• Identify how to set workable performance Objectives

• Deliver honest, ongoing, ethical and fair reviews

• Recognize the importance of their role in improving organizational performance

• Identify and begin to use different potent performance monitoring strategies
• Distinguish between Performance Management and Performance Appraisal

• Explain effective performance review that enhances performance
• Develop powerful performance feed-back strategies
• Discern the intricacies of Coaching and how to use it on a daily basis
• Discover how to use the GROW Model to improve performance of subordinates

Over time, emotional intimacy nose-dives when each spouse’s responsibilities take precedence over their mate’s intimate needs and their marital bliss. Couples are then no longer on the same page keeping their intimacy thrilling and butterflies flying they instead get busy trying to achieve other goals. Legitimate or not, unfortunately, these life goals and distractions create barriers between the couple. Sadly, then the couple grows apart and becomes intimately absent spouse living in the same house.

This program is designed to align intimacy between couples, reduce frictions between them by bridging the emotional gap that has gradually grown overtime.

It would also help to establish the secret behind sustaining love, affection and the sweet “butterflies” we all like, through the use of simple but potent competencies of Emotional intelligence.

Venue: 19, Town Planning Way, Airtel Bus Stop, Ilupeju Lagos

Date: April 14, 2018

Time: 10am

Fee: N30,000 per couple

Inquiry: Call 08096303933

Over time, emotional intimacy nose-dives when each spouse’s responsibilities take precedence over their mate’s intimate needs and their marital bliss. Couples are then no longer on the same page keeping their intimacy thrilling and butterflies flying they instead get busy trying to achieve other goals. Legitimate or not, unfortunately, these life goals and distractions create barriers between the couple. Sadly, then the couple grows apart and becomes intimately absent spouse living in the same house.

This program is designed to align intimacy between couples, reduce frictions between them by bridging the emotional gap that has gradually grown overtime.

It would also help to establish the secret behind sustaining love, affection and the sweet “butterflies” we all like, through the use of simple but potent competencies of Emotional intelligence.

Venue: 19, Town Planning Way, Airtel Bus Stop, Ilupeju Lagos

Date: April 14, 2018

Time: 10am

Fee: N30,000 per couple

Inquiry: Call 08096303933

Leading With Emotional Intelligence

OVERVIEW

Leadership; beyond all explanation is “ability to influence people” towards the attainment of stated goals. How do you relate with, communicate with, delegate, motivate, reprimand and influence different people with different backgrounds, beliefs, thought patterns and temperament? How do you ensure a harmonious environment within your team?

Emotional Intelligence teaches the ability to master “self” and understand “others”; the resultant effect is effective leadership and thus operational success. “Emotional Intelligence competencies are not innate talents, but learned abilities, each of which has a unique contribution to making leaders more resonant, therefore, more effective.” …Daniel Goleman. We have designed this program to be highly practical and the exercises are everyday real life situations.

VALUE PROPOSITION

At the end of this training participants will be able to:

• Lead teams more effectively towards improved performance
• Develop the capacity to work and relate with different personality types
• Identify how to manage their emotions in challenging situations
• Develop empowering communication style that keeps subordinates motivated
• Sustain a more harmonious team
• Delegate and motivate better with improved feedback
• Develop improved work relationships
• Improve leadership effectiveness
• Manage change within organization more effectively
• Gain the power for emotional flexibility and thus aid good decision making even under “pressure”

This model can be deployed for any category of staff in any department at any level. We manage the communication style and content to fit the participants.

MODULES/UNITS

Module 1: i-Factory Personality Model

• Who are you?
• Why you act the way you do
• 3 Variables that Defines YOU

Module 2: Defining and Analyzing “EMOTIONS”

• Emotion as a process
• The Equation of Emotion
• Levels of Emotional Competence
• The Cycle of Emotions
• The Cognition of Emotional Intelligence

Module 3: Emotional Intelligence & Leadership

• Emotional Intelligence and the 5 Leadership Fundamentals
• The 7 Step Emotional Intelligence Journey to Influence

Module 4: Building Arcs of Emotional Intelligence

The Know Yourself Arc (Personal Leadership Cognition and Assessment)

The Choose Yourself Arc (C.O.I.N Model) (Bridging the Gap between weakness and Mastery)

The Social Awareness Arc (Understanding others and the right “People Paradigm” to sustain)

Give Your Self Arc (NOBLE GOAL) (Creating an internal overarching purpose for impact making leadership)

WHO CAN ATTEND?

Designed for Leaders at different levels saddled with the responsibility of influencing subordinates.

For Details:

08090873207 | 08096303933 | 09071292791 | 08097374698

ask@pausefactory.org | teslim@pausefactory.org | bisi@pausefactory.org | maria@pausefactory.org

Exceptional Customer Service

OVER VIEW

There is no gainsaying that outstanding Customer Service leads to customer satisfaction, repeat business, increased sales, customer retention, customer loyalty and eventually customer advocacy; and no matter how much we repeat this, it can never become a cliché because it is an undoubtable fact.

We believe that customer service is a culture that resonates from the way phones are answered, to the way a visiting customer is treated from the gate by the Security men all the way to the Pent-House by the Managing Director; everyone and everything we do reflects on customer satisfaction or dissatisfaction.

This training will be aided with pictures, videos, case-studies and role-plays.

VALUE PROPOSITION

At the end of this training participants will be able to:

• Recognize how one’s attitude affects service standards
• Explain what customer service means in relation to internal & external customers
• Master ways to develop & maintain a positive customer focused attitude
• Develop needs analysis techniques to better address customer needs
• Recognize ways of taking charge of their immediate surrounding
• Apply outstanding customer service techniques to generate return business
• Identify the weight of the three different communication mediums
• Build better body language techniques for better relationship management
• Practice techniques for developing good will through in-person customer service
• Formulate take away techniques for service excellence over the phone
• Gain insight to connecting with customers online
• Master techniques for dealing with difficult customers
• Acquire tools for recovering difficult customers

MODULES/UNITS

Module 1 Introduction to Customer Service

• Who are customers?
• What is customer Service?
• Who provides customer service?

Module 2: Customer Service Oriented Attitude

• Where attitude lies
• Why attitude matters
• Creating a positive first impression

Sustaining a positive energy

Module 3: Meeting the Customer’s Needs

• Comprehending the Customer’s Need
• Openness as a Critical Understanding Factor
• The need common to every customer and how to deliver it
• Creating a positive lasting impression

Module 4: Person to Person Customer Service

• Your Desk; Your Zone
• Managing multiple customer request
• The tripartite communication medium; the weight; the effect.
• The “Integrity of Communication”
• Body Language as a winning tool
• Aggressive-Assertive-Passive

Module 5: Over The Phone Customer Service

• The telephone disadvantage
• The Power of Tone
• Telephone Etiquette
• General Telephoning tips

Module 6: Electronic Customer Servicing

• The E-Mailing disadvantage
• The E-Mailing Advantage
• The Do’s and Don’ts of Emailing
• General Tips of Emailing

Module 7: Managing and Recovering Difficult Customers

• Types of Difficult Customers
• The Rules of De-Escalating Customer’s Anger
• Building Rapport
• Establishing Common Ground
• Generating alternative solutions

Module 8: Achieving Customer Service with  Emotions Intelligence

WHO CAN ATTEND?

Every member of an organization seeking to improve her brand through better customer relationship

For Details:

08090873207 | 08096303933 | 09071292791 | 08097374698

ask@pausefactory.org | teslim@pausefactory.org | bisi@pausefactory.org | maria@pausefactory.org