September01- September05/2024 : Dubai

Introduction

This course delves into advanced customer service strategies and techniques, focusing on improving customer interactions, handling difficult situations, and fostering a customer-centric culture within the organization. Participants will learn how to leverage emotional intelligence, effective communication, and problem-solving skills to exceed customer expectations and create lasting impressions. Through case studies, group discussions, and practical exercises, participants will develop and refine their customer service skills for maximum impact.

Objectives 

Attending this IACT training course will give delegates an opportunity to:

Þ Implement advanced customer service strategies and techniques to exceed customer expectations.

Þ Leverage emotional intelligence and effective communication skills to create positive customer interactions.

Þ Address and resolve challenging customer service situations with confidence and professionalism.

Þ Employ creative problem-solving and decision-making skills to find customer-centric solutions.

Þ Foster a customer-centric culture within the organization, promoting continuous improvement and learning.

Þ Measure and evaluate the effectiveness of customer service initiatives and identify areas for improvement.

Who should attend this Course?

Þ This course is suitable for experienced customer service professionals, team leaders, and supervisors looking to enhance their customer service skills, as well as managers and professionals in customer-facing roles seeking to deliver exceptional customer experiences.

 Course Methodology

The course uses self-assessments and a wide mix of business cases that promote healthy discussions around the importance of managing multiple tasks, deadlines and priorities. Participants will benefit from role plays covering workplace challenges related to handling tasks, deadlines and priorities. They will learn how to deal with conflicts that may arise as a result. Interactive team exercises are also used with each team presenting their findings and comments.  

Each module covers different aspects of using Game-Based Learning and Gamification in education. Coursework will incorporate your existing knowledge and experience and provide helpful learning environment with a good mix of theoretical and practical knowledge. On all outlines will apply Skills for Game-Based Learning and Gamification and practiced in hands-on, collaborative way within an international group setting.

This interactive training course includes the following training methodologies as a percentage of the total tuition hours:

• 30% Lectures, Concepts, Role Play
• 30% Workshops & Work Presentations, Techniques
• 20% Based on Case Studies & Practical Exercises
• 20% Videos, Software & General Discussions

Pre and Post Test

Outline 

DAY 1:

Advanced Customer Service Strategies and Techniques

Þ Building on foundational customer service principles

Þ Proactive customer service approaches

Þ Personalizing customer interactions and experiences

Þ Developing customer loyalty and advocacy

Þ Utilizing technology and tools to enhance customer service

DAY 2: 

Emotional Intelligence and Effective Communication

Þ Understanding emotional intelligence in customer service

Þ Active listening and empathy in customer interactions

Þ Adapting communication styles for diverse customer needs

Þ Developing rapport and trust with customers

Þ Utilizing nonverbal communication to create positive impressions

DAY 3 : 

Vision, mission and strategy

Þ Mapping the external context and competitive environment

Þ Customer journey

Þ Customer needs, competitive analysis and benchmarking

Þ The Ten things to NEVER fail on

DAY 4 :

Internal strengths and weaknesses

Þ Leadership and emotional intelligence

Þ Building an effective people strategy

Þ Recruitment and development of teams

Þ Ways to Generate Ideas

DAY 5 :

Developing processes for an excellent customer experience

Þ Measures for success

Þ KPIs and balance scorecard

Þ Systems to communicate customer insights

Þ Creative Swiping

Þ  Is Marketing Customer Care?

Fees:

The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is:

4.250 USD$

Schedule:

08:30 – 10:15 First Session

10:15 – 10:30 Coffee Break

10:30 – 12:15 Second Session

12:15 – 12:30 Coffee Break

12:30 – 14:00 Third Session

June  23– June  27 \ 2024 : Dubai

September 08- September 12 \ 2024 : Dubai

November 06- October 10\ 2024: Dubai

This IACT 5 days training is an advanced programme that develops the managerial strengths and abilities of 21st century Executive Assistants, Personal Assistants & Secretaries. This groundbreaking training raises the skills and professionalism of this vital workforce sector.

This training has been designed to meet the demand for a comprehensive programme that increases the confidence and abilities of Assistants at work and develops them both professionally and personally.

Objectives 

Participants attending the training seminar will:

Þ Elevate Executive Office Assistants and secretaries to higher levels of productivity through these benefits:

Þ • Equip – with the skills, techniques, and tools to become fully multifunctional

Þ • Prepare – for the ever-increasing demands of the 21st century Executive Office Assistants through improved time management, enhanced communications skills, and more effective control of meetings and events

Þ • Build – confidence, powers of influence, and self-esteem from a heightened understanding of self-worth, emotional intelligence, assertiveness and management of relationships – especially the

Þ Boss-PA relationship

Þ • Achieve – job satisfaction and career expectations by continuous professional development, balancing work with life and transforming stress

Course Methodology

The course uses self-assessments and a wide mix of business cases that promote healthy discussions around the importance of managing multiple tasks, deadlines and priorities. Participants will benefit from role plays covering workplace challenges related to handling tasks, deadlines and priorities. They will learn how to deal with conflicts that may arise as a result. Interactive team exercises are also used with each team presenting their findings and comments.  

Each module covers different aspects of using Game-Based Learning and Gamification in education. Coursework will incorporate

your existing knowledge and experience and provide helpful learning environment with a good mix of theoretical and practical knowledge. On all outlines will apply Skills for Game-Based Learning and Gamification and practiced in hands-on, collaborative way within an international group setting.

This interactive training course includes the following training methodologies as a percentage of the total tuition hours:

• 30% Lectures, Concepts, Role Play
• 30% Workshops & Work Presentations, Techniques
• 20% Based on Case Studies & Practical Exercises
• 20% Videos, Software & General Discussions

Pre and Post Test

Outline 

DAY 1:  

 Leadership

Þ Enhancing your management skills set

Þ Fine-tuning responsibilities

Þ Exploring and identifying leadership styles

Upwards Management of Your Executive

Þ Value tests

Þ Time management

Þ The grid of urgency – dealing with time bandits

Þ Goal setting

Þ Boss v. Executive Office Assistants priorities

Þ Delegation – managing the relationship with your boss

Þ Running the office

DAY 2 :

Communications Skills Toolkit

Þ Unpacking and practicing proven negotiations skills

Þ Developing the art of influence

Þ Build – confidence, powers of influence and self-esteem from a heightened understanding of

Þ Self-worth, emotional intelligence, assertiveness

and management of relationships – especially the

Boss-Executive Office Assistants relationship

DAY 3 :

Building Your Strength in Relationship Management

Þ Understanding the enablers of motivation

Þ Internal and external drivers

Þ Practical motivational forces that you can influence

Þ Empowerment – vision – ownership – identifying talent

Þ Vision – ownership – identifying talent

DAY 4 : 

Building your professional identity and image

Þ Your telephone image – telephone relationships

Þ Combating the five brigades of the telephone army –

Þ mastering the equipment

Þ Do’s and don’ts of answering the telephone

Þ Listening skills – creating one’s identity over the

Þ telephone

Þ Covering for the boss – assertiveness

Þ ore image enhancements

Meetings, agendas and minutes

Þ meetings diagnostics – team-building

Þ Meetings alternatives – cost v. effectiveness

Þ Meeting types – minute-taking styles

Þ Brainstorming – preparations & equipment

Þ Partnering with the meeting chairperson – the role

of the secretary

Þ Participation – note-taking

Þ Minute-publishing styles –distribution of agenda and

minutes

DAY 5 : 

Managing your continuous professional development

Þ Continuous learning – learning characteristics

Þ Career Growth

Þ Sustained self-motivation

Stress Transformation

Þ Analyzing stressors – identifying effects of stress

Þ Learning to transform stress

Fees:

The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is: 3.750USD$

Who Should Attend?

This highly practical and interactive course has been specifically designed for:

• Executive Assistants
• Management Assistants
• Chiefs of Staff
• Office Managers
• Senior Assistants
• Executive Personal Assistants
• Executive Secretaries
• Personal Assistants
• Personal Secretaries
• Administration Managers

Schedule:

08:30 – 10:15 First Session

10:15 – 10:30 Coffee Break

10:30 – 12:15 Second Session

12:15 – 12:30 Coffee Break

12:30 – 14:00 Third Session

September 17– September 21\ 2023 : DUBAI

October 01 - October 05 \ 2023         : DUBAI 

October 01 - October 05 \ 2023         : AMMAN

November 12 - November 16\2023  : KUWAIT

Introduction

     This communications and PR training course covers how to generate ideas for inspirational campaigns. You will unlock your creative potential to generate distinctive and innovative ideas. Topics include principles, sources, tools and techniques for creative generation. 

Even in PR, creativity is such an under-valued attribute and can easily be damaged or inhibited if not well managed.  Creativity has to be nurtured and while I do believe that creativity is in some way ‘caught not taught,’ there are ways to learn how to improve creativity and there are techniques that can be adopted to enhance the creative process.

After this course you will be able to:

Þ Understand the principles and sources of creativity

Þ Generate creative ideas that get results

Þ Kick-start your creative thinking process

Þ Articulate the role and importance of creativity in modern PR

Þ Facilitate brainstorms and many other creativity processes using a new toolbox of techniques

Þ Apply creativity tools in a real-world context

Objectives 

Participants attending the training seminar will:

Þ Understand the public relations and their importance.

Þ Assimilate the criteria of public relations.

Þ Understand and develop public relations campaigns.

Þ Use social networks in public relations.

Þ Understand the various stages of planning public relations campaigns

Þ Why is creativity useful in PR

Þ How to be more Creative

Þ Creative Techniques and the tools to aid creative  thinking

Who Should Attend?

This is an advanced-level course designed for learners with existing knowledge and several years of experience in communications or PR. Learning is pitched at a level to help you develop strategic approaches and apply sophisticated techniques.

This course is recommended for communication and PR professionals

 Course Methodology

The course uses self-assessments and a wide mix of business cases that promote healthy discussions around the importance of managing multiple tasks, deadlines and priorities. Participants will benefit from role plays covering workplace challenges related to handling tasks, deadlines and priorities. They will learn how to deal with conflicts that may arise as a result. Interactive team exercises are also used with each team presenting their findings and comments.  

Each module covers different aspects of using Game-Based Learning and Gamification in education. Coursework will incorporate your existing knowledge and experience and provide helpful learning environment with a good mix of theoretical and practical knowledge. On all outlines will apply Skills for Game-Based Learning and Gamification and practiced in hands-on, collaborative way within an international group setting.

This interactive training course includes the following training methodologies as a percentage of the total tuition hours:

• 30% Lectures, Concepts, Role Play
• 30% Workshops & Work Presentations, Techniques
• 20% Based on Case Studies & Practical Exercises
• 20% Videos, Software & General Discussions

Pre and Post Test

Outline 

DAY 1: 

Creativity in PR

Þ This module examines the principles of creativity and its importance for PR

Þ Understanding creativity: sources and definitions

Þ The role of creativity in PR and its importance in competitive communications

Þ Targeted creativity: matching creative thinking to audiences and objectives

Þ Creativity in the digital world: new platforms and techniques (e.g. buzz marketing, user-generated content)

Þ Success and failure factors for creativity

DAY 2 :

Creativity showcase

Þ This module is a case-study driven rolling workshop in which learners examine the key success factors behind creative PR campaigns and extract practical lessons.

Þ Creativity case studies: 10 of the greatest creative PR campaigns of all time

Þ Analysing dimensions of creativity

Þ Content-driven creativity (e.g. extremes, novelty, spectacle)

Þ Effect-driven creativity (e.g. surprise, intrigue, delight)

Þ Platform-driven creativity (e.g. viral, experiential, stunts)

DAY 3 :

Creativity techniques

Þ This module presents a toolbox of 10 practical creativity techniques and processes including well-tested classics and modern innovations.

Þ 10 practical creativity stimulation techniques

DAY 4 :

From creativity to reality

Þ This module is an in-class creativity workshop applying all of the creativity concepts and techniques covered during the course.

Þ Extract best practice from case study showcase

Þ Apply creativity tools in a real-world context

Þ Generate creative PR ideas for your own organisation

Þ Reality check and plan practical applications

DAY 5 : 

Build the creative capabilities of your whole PR team

Þ Build your creative thinking toolkit

Þ Problem solving is a core skill for PRs

Þ Strategic thinking – whatever the discipline

Þ How to research and develop insights

Þ Creativity in PR Global Study

Þ Creativity in PR ,the sector’s creative evolution as it emerges post-Covid against the backdrop and potential impact of AI on creativity.

Fees:

The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is: 3.750 USD$

Schedule:

08:30 – 10:15 First Session

10:15 – 10:30 Coffee Break

10:30 – 12:15 Second Session

12:15 – 12:30 Coffee Break

12:30 – 14:00 Third Session

September 17– September 21\ 2023  : DUBAI

October 01 - October 05 \ 2023          : DUBAI 

October 01 - October 05 \ 2023          : AMMAN

November 12 - November 16\2023   : KUWAIT

Introduction

To run a business efficiently a lot of effort goes behind the scenes at the office. There are multiple activities that are needed to be performed simultaneously to ensure coordination, cooperation, supervision, and control. Tasks such as greeting the guests, conducting meetings, scheduling appointments, preparing reports, managing databases, making presentations, and many more complex duties are performed routinely.

These duties require the presence of dedication, confidentiality, administrative skills, and multi-tasking elements within the personnel. Companies appoint executive secretaries to execute these duties to support the daily functions of a business. The executive secretary works with high ranking officials of the company and can be viewed as a connecting link between the Executive officials, operational level employees, and clients.

The executive secretary ensures the smooth sailing of the office functions through advanced organizational and administrative finesse. They usually work for top executives and make certain that executives are equipped with all the necessary information needed to make timely business decisions.

Objectives 

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

Þ Apprise entire spectrum of responsibilities that rests upon the Executive Secretary

Þ Develop communication and interpersonal skills within the participants

Þ Refine participants into personalities capable of performing well in high pressure situations as well as develop the capacity to become the associating link between the executives and clients

Þ Ensure smooth functioning of tasks at the office and thus enhance overall productivity

Þ Develop participants into tech-savvy professionals

WHO SHOULD ATTEND?

Þ Executive Secretary

Þ Executive assistants

Þ Office secretary

Þ Front desk agent/assistants

Þ Office clerk

Þ Office manager

Þ Administrative assistant

Þ Front office managers

Þ Entrepreneurs and start-up founders

Course Methodology

The course uses self-assessments and a wide mix of business cases that promote healthy discussions around the importance of managing multiple tasks, deadlines and priorities. Participants will benefit from role plays covering workplace challenges related to handling tasks, deadlines and priorities. They will learn how to deal with conflicts that may arise as a result. Interactive team exercises are also used with each team presenting their findings and comments.  

Each module covers different aspects of using Game-Based Learning and Gamification in education. Coursework will incorporate your existing knowledge and experience and provide helpful learning environment with a good mix of theoretical and practical knowledge. On all outlines will apply Skills for Game-Based Learning and Gamification and practiced in hands-on, collaborative way within an international group setting.

This interactive training course includes the following training methodologies as a percentage of the total tuition hours:

• 30% Lectures, Concepts, Role Play
• 30% Workshops & Work Presentations, Techniques
• 20% Based on Case Studies & Practical Exercises
• 20% Videos, Software & General Discussions

Pre and Post Test

Outline 

DAY 1:

Role of an Executive Secretary in Today’s Modern Office

Þ Types and duties

Þ Personal traits

Þ Required work ethics

Þ Recognising Executive’s needs

DAY 2

Communication and Interpersonal Skills

Þ Telephone skills- handling calls, telephone etiquettes

Þ Business correspondence- email, letter drafting, memos

Þ Body language and appearance

Þ Teamwork

Þ Collaboration skills

Organizational Skills

Þ Strategic planning

Þ Innovative thinking

Þ Attention to detail

Þ Need of confidentiality and professional discretion

DAY 3: 

Problem Solving and Critical Thinking

Þ Analyzing and evaluating

Þ Researching Executive’s needs

Þ Consultant skills

Clerical and Administrative Skills

Þ Handling physical and electronic mail

Þ Developing filing system and indexing

Þ Arranging meetings- preparing minutes

Þ Making travel arrangements

Þ Basics of banking services- making and accepting payments

DAY 4 :

Office Management

Þ Office organization

Þ Record administration

Þ Acting as a link between executives and other employees

Þ Work simplification

Computer Skills

Þ Word processing

Þ Spreadsheets

Þ Preparing presentations

Þ Social media

DAY 5  :

Maintaining Work-life Balance

Þ Time management

Þ Stress management

Þ Working in pressure situations

Fees:

The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is:

 3.750 USD$

Schedule:

08:30 – 10:15 First Session

10:15 – 10:30 Coffee Break

10:30 – 12:15 Second Session

12:15 – 12:30 Coffee Break

12:30 – 14:00 Third Session