KSM Management Consultants, a leading Corporate Training and HR Solutions provider in Zambia, is inviting you to a special hands-on Master Class – on Essential Skills for Executive Secretaries and Personal Assistants. Enrol Now! In this most sought training workshop! Get in touch with us on the contact details below. Limited are seats remaining.   

The Advanced Executive PA Masterclass presents a managerial perspective on the Personal Assistant, Executive Assistant, Executive Secretary, Senior Secretary, and other related administrative roles. It is an essential professional development training for PAs who would like to be first-class business partners to their bosses. Being relevant and effective to your boss is what drives organisations.

The Workshop is scheduled for 30^th June to 1^st July 2022, at The Quorum (Hotel), Lusaka. Reserve your slot today!

This workshop will explore the changing duties and objectives of the modern Executive PA role, and identify new techniques for adding significant value and maintaining continuous professional development. Learn the art of execution whilst playing a supportive and influential role.

This workshop allows Secretaries and Administrators to practice essential soft skills such as influencing skills, presenting fresh ideas to management, project management and being alert to a win-win negotiation strategy through practical case studies and exercises.

After the training, participants will:

·         Make the shift from Executive PA to an Executive Business Partner;

·         Improve your professional relationship with your boss and others;

·         Understand how to prepare for the arrival of a new boss and how to orient executive members of staff and the Board;

·         Discover project management and party planning techniques that will make you shine;

·         Maximize the value you bring to the organisation using performance management techniques;

·         Work effectively with communication styles and methods that drive organizational effectiveness;

·         Learn effective diary and e-mail management strategies using various tools;

·         Refine techniques for influencing management;

·         Build practical win-win negotiation and sales skills;

·         Rebrand Yourself – know how to Brand yourself. Your dress, your walk and your speech should speak for you;

·         Be Organised – enhance your coordination and organization skills. Be an events manager and a spotless organizer.

FEES: K3500 (inclusive of tax, teas, lunch, course materials and certificates. Excludes accommodation and transport.)

To learn more about the workshop agenda and content, fill in the form on this mail and/ or contact us on the details below. Our team will get in touch with you promptly and will be glad to enrol you.

For reservations, inquiries and /or requests: 0211 295486 or Email- This email address is being protected from spambots. You need JavaScript enabled to view it.';document.getElementById('cloakce06bf25280a928f53ac7c72ba98589e').innerHTML += ''+addy_textce06bf25280a928f53ac7c72ba98589e+''; .

We look forward to seeing you!

CORPORATE FRAUD DETECTION PREVENTION AND INVESTIGATION - Workshop

14^th- 15^th October 2021
Twangale Park - Lusaka

WORKSHOP OVERVIEW:

»Did you know that it is estimated that fraud cost the world economy more than 3 trillion dollars per annum?
» Would you know if fraud is occurring in your organization now?
» Do you know what the major fraud risks are in your business?
» Does your organization have a fraud prevention strategy?
» Do you have a formal quick-alert programme to tackle the risk posed by fraud?
» Do you use of any automated fraud detection techniques?
» If fraud is suspected, do you have a clearly defined investigation technique?
» Are you or your employees aware of Fraudulent behaviors/ activities perpetuated in your company?

If you have answered “No” to any of the above questions then you must attend this training. Recent surveys have revealed that many organizations do not have a formalized approach or have any idea on how to prevent, detect or investigate fraud. KSM is hosting training on Fraud Prevention, Detection and Investigation will help you to:
» Evaluate the likelihood and frequency of the cost of fraud in your organization
» Develop a world-class fraud prevention programme
» Assess fraud scenarios by means of actual fraud cases
» Target key areas of fraud with proven detection techniques
» Significantly reduce the opportunities for cartels, corruption and evasive behaviors.

COURSE OBJECTIVES:

After completing this course participants will be able to:
» Evaluate and challenge management’s fraud risks detection, Prevention and investigation
» Understand how a fraudster thinks, plans and behaves
» Apply successful techniques to help prevent and catch fraudsters
» Promote an effective full proof fraud prevention process
» Adopt data mining analysis as a fraud prevention and detection tool
» Apply a result-oriented and effective fraud investigation procedure
» Apply audit and analytical skills to fraud investigation
» How to Spot when someone is not telling you the truth – Body Language
» How to conduct a Life- Audit.

TRAINING METHODOLOGY:

» This is a basic / intermediate level course and participants are not required to have any previous experience in fraud prevention or detection to attend
» There no minimum educational requirements
» No advanced preparation is required
» Delivery method- Exercises and role-plays to simulate audit / fraud scenarios and situations that assurance professionals will encounter)

ORGANISATIONAL IMPACT:
This fraud prevention, detection and investigation training course will benefit individuals and organizations in all business sectors / industries and will provide both public and private owned business with a much greater appreciation of the ever increasing risk posed by fraud, and how to deal with these threats.
This training will enable participants enhance their knowledge in the following areas:
» The breadth and impact of fraud, risk, especially on business reputation risk
» The range and depth of fraud indicators
» Achieving a cost-effective balance between prevention and detection
» The legal implications of fraud management
» The need for every employee’s vigilance on fraud
» Know how to develop an anti-fraud policy
» Evaluate corporate wide fraud risks
» Use interrogative techniques to detect fraud
» Develop an effective fraud risk and mitigation programme
» Complete a successful water proof fraud investigation process
» Be able to personally deliver fraud awareness sessions to management and staff

WHO IS TO ATTEND:

The training is suitable to a wide range of non-experienced individuals, professionals and any other person who deals / is exposed to fraud cases and will greatly benefit:
» Members of the Board Audit Risk Committee
» Board Members
» Newly appointed Fraud Specialists / Risk and Compliance Officers
» Audit and Investigation teams
» Managers involved in Investigations / Reporting and Prevention of company policies
» Auditors / Accountants / Bankers / MicroFins/ Fund Managers / Controllers / Regulatory Authorities / Investigation Wings / Security Wings / Investment Funds / Pension Funds / Financial Institutions

COURSE OUTLINE:

DAY 1
» Fraud Defined
» Fraud Statistics – worldwide and Zambia Snap shot
» Why is fraud such a serious issue?
» Fraud Survey Results
» The Cost of Fraud
» Who commits fraud?
» The Profiler : - Profile of a Fraudster
» Trends and Statistics regarding Detected Fraud
» Why fraud is probably being perpetrated now in your
organisation?

Evaluating the Fraud Risks
» Global Fraud Risk Survey Results
» Fraud Risk Management Process
» Managing the Business Risk of Fraud (IIA, CPA, CFE Paper )
» 6 Fraud Principles (from the paper )
» Fraud Risk Management Programme should be in Place
» Fraud Risk Exposure should be Assessed
» Prevention Techniques to Avoid Potential Fraud Risk Events
» Detection Techniques should be Established
» Fraud Reporting Process
» A Coordinated Approach to Investigation and Corrective
Action Tracker
» Bad Debt Write-off Fraud
» Building the Bigger Picture of Major Fraud Risks
» Supplier and Outsourcing Fraud
» Fraud Risk Matrix
» Fraud Scenarios
» Fraud Risk Register Example
» Fraud Risk Questionnaire
» Generic Risk Factors
» Specific Risk
» Design of Controls to Prevent Fraud
» Physical and Logical Access
» Job Descriptions for Risk and Compliance Officials
» Adherence to Accounting Reconciliations as a Fraud Checkmate
» Fraud Supervision and oversight
Cyber and IT Fraud Risks
» Computer Fraud Paper
» Computer Fraud Prevention
» E-Commerce – The key fraud risks and steps to take to mitigate
them
» Internet and Intranet – The fraud risks
» Preventing Internet Fraud Paper
» IT Security – How to evaluate effectiveness and influence
change?
» Adoption and Enforcement of Information Security Standards
» Segregation of Duties - The Dangers and the Practical Solutions

Identity Fraud
» Identity Fraud – The Fastest Growing Fraud Risk
» Identity Fraud – Fraud Advisory Panel Paper
» Identity Fraud Examples
» How to protect your business?
» The Risk of Corruption
» Corruption Causes
» Corruption Indicators
» Fraud Red Flags
» Procurement Fraud Risks
» The Issues to Look For – Financial Fraud
» Bid / Procurement Rigging – look-Out caser

DAY 2
Developing a fraud prevention process
Fraud Mitigation
» How to evaluate fraud risk mitigation?
» Why controls may not protect you?
» Putting Yourself in the Mind of the Fraudster ( It takes a thieve
to catch a thief)
» Examination of Typical Controls in Place to Mitigate the Risks
» Risk Exposures
» Identifying the Vulnerable Areas
Procurement Fraud
» Tendering and Bidding
» Common Indicators
» Supplier and Outsourcing Fraud
» Procurement and Inventory Fraud Risks
» A Procurement Fraud Checklist will be Provided
» Procurement Adherence Policy
Fraud Indicators
» The Top 30 Fraud Indicators
» How to spot the danger signals?
» Fraud Indicators – Fraud Advisory Panel Paper
» Developing a Toolkit for Identifying Possible Frauds
» An Auditor’s Fraud Toolkit will be Provided
Implementing a Best Practice Fraud Prevention Process
» CIMA Fraud Risk Management Guidance
» Introducing Effective Anti-fraud Policies
» Creating a Fraud Consciousness Loop
» Development of a Fraud Awareness Training Programme
» Communicating Standards of Expected Behaviour /Ethics
» The Need for Strong and Consistent Action When Fraud is
Suspected
» Electronic Data and Asset Protection
» Fraud Response Plans Paper
» Anti Money Laundering – issues and requirements
» Money Laundering Paper in the Pack
» The Relationship between Fraud, Risk and Control
» The Roles, Responsibilities and Liabilities of Auditors,
Management, Specialists and Others
» Q&A
» END of training

EARLY BIRD OFFER

10 % Discount on bookings and payment made 5 (days) work days before the training date.

REFERRAL OFFER
Refer and convince 5 (five) participants in your network to register and pay; and enjoy 50% Discount on your own training. Ensure your referee (the person you referred) submits your name, phone and email as the person who referred them when they register.

FEES
Four Thousand Five HundredKwacha (K4,500) only Inclusive of Tax, course materials, meals, Teas and certificate. This excludes accommodation and transport.

 For reservations, inquiriesand /or requests for Course Content contact: 0957550123/ 0955750070 / 0211 295486 or This email address is being protected from spambots. You need JavaScript enabled to view it..

EMPLOYEE RIGHT-SIZING IN THE COVID-19 ERA - DEALING WITH RETRENCHMENT, REDUNDANCY & TERMINATION OF CONTRACTS

29^th- 30^th November, 2021
Protea Safari - Chisamba

WORKSHOP OVERVIEW:

What should employers do if they want to lay off staff in line with the Employment Code Act No. 3 of 2019? Many different reasons can lead an organization to engage in downsizing by means of a layoff, including cost-cutting, economic declines, mergers and others. Of recent, Covid has impacted companies in various ways presenting a challenge on how to manage and deal with people issues and leaves companies with no choice but to right-size.

SCOPE:

Whenever an organization contemplates a layoff, it must seriously consider the risks of running into a number of labour-law and/or constitutional practice breaches. In addition, certain common law claims may also add vigor in the context of a layoffs. Care must be taken as a discharge of a single employee may expose an employer to a multiplicity of legal claims; a layoff potentially exposes an employer to a multiplicity of claims by many employees in the form of a class action or collective action lawsuit.

COURSE OUTCOMES:

At the end of the workshop participants will be able to:
» Understand role and impact of right sizing, stages and procedures to follow
» Define redundancy and Retrenchment
» Differentiate between Redundancy, Retrenchment and Termination of contracts
» Understand termination due to redundancy
» Define retrenchment
» Understand what Accrued Benefits are and how they are applicable in line with the Employment Code Act No.3 of 2019
» Understand the SEVERANCE PAY to be applied per Employment Code Act No. 3 of 2019
» How to follow correct legal procedures before, during and after terminating, laying off or retrenching staff
» Understand in what context employees can legally be transferred to a new employee
» Avoid legal impediments resulting into issues to do with change of Company, Change of Shareholders, Buy-offs, Mergers, Take-Overs.

WHO IS TO ATTEND:

HR Practitioners, Board members, HR and Admin Board Committee Members, CEO, Directors, Risk and Compliance Managers, Accountants and Finance managers, Auditors, Managers and those involved in people management, All Decision Makers.

DAY 1
» Termination of Employment Defined
» When is a Redundancy Situation?
» Evaluating and analysing reasons for redundancy
» Deciding between voluntary or involuntary redundancies
» Preparation of redundancy materials
» Giving of the minimum required notice period
» Use of fair selection criteria
» Check awards and agreement
» Check the redundancy package
» Calculation of entitlement to the last pay as guided by the Employment Code Act No. 3 of 2019
» A written accurate statement and Certificate of service
» The offer of time-off for counselling, training and job search service
» The offer to end their employment immediately by taking pay in lieu of notice
» Patting on a good note - Farewell to employees with respect
» Employees final pay cheque

DAY 2
» RECAP
» Types of termination
» Answer the question: Can Fixed Term Employees be declared Redundant?
» Analysis of Payment of Gratuity Vs Severance Pay per Clause
54 (Section C of the Employment Code Act No.3 of 2019
» Description of anticipated retrenchment, redundancies and rationale
» Relevant economic context to consider
» Retrenchment methods and procedures
» Management of logistics and arrangements
» A look at Legal or institutional framework
» Anticipated impact on retrenched workers and communities
» Managing and dealing with the Union is a Redundancy / Retrenchment / Merger Situation
» Compensation and any additional assistance to be provided to the retrenched worker
» Monitoring and Compliance of retrenchment/ Redundancy process
» Calculation of retrenchment compensation
» Supporting documentations of retrenchment
» Termination of contracts
» Termination due to redundancies Specific Approaches
» Counselling and guidance
» Q & A

PARTICIPANT’S ASSESSMENT

Participants will be assessed by our experienced and expert

Facilitators for attained knowledge and application of the training before certificates are presented.

CERTIFICATION CRITERIA
The following certificate can be obtained:
Certificate of Attendance: To obtain a certificate of competence, participants are required to attend the full workshop and to complete the assessments as required by the Facilitators in order to earn the allocated 16 CPD Points.

KSM Management Consultants presents EXCEPTIONAL CUSTOMER SERVICE and CUSTOMER CARE SKILLS workshop.

6^th- 7^th August 2020  |   Lusaka

For reservations, inquiries and /or requests for Course Content contact Keisha on: 

0764241837 / 0955750070 / 0961468239 / 0211 295486 or 

Email- This email address is being protected from spambots. You need JavaScript enabled to view it.. 

WORKSHOP OVERVIEW

Organizations exist to provide products and services. How good your customer care is out rightly determining how many endorsements you get, How much loyalty you earn from them, and that also determines how fast your business will grow in the long run.

Every interaction at every part of the organization affects the experience and impression your customers, stakeholders and audience leave with. As a result, it is crucial that all touchpoints of an organization are brand ambassadors to deliver exceptional customer service.

Many organizations have had a high employee or client turnover not because the service they offered was not relevant to society but because they simply did not master the art of excellent customer care which forms the basis of improved customer skills, higher employee engagement, improved customer service skills and finally increased customer satisfaction.

WHY SHOULD YOU ATTEND?

Evaluate case studies to customer service in action identify excellence.

COURSE OBJECTIVES

• After the training, participants will: 
• The true meaning of customer service/handling.
• The customer in general. 
• How to measure customer satisfaction and attain it.  
• The value of having the right skills and attitude.
• The value of a complaint.
• Customer service techniques.
• Effective communications.
• Grooming and Etiquette.
• Service recovery.
• Emotional intelligence.
• Resourcefulness
• Improving campaign targeting.
• Reduced-order entry cost and customer service cost.
• Customized marketing on sales campaigns.
• Improved customer service loyalty and retention.
• Relationship management.

WHO SHOULD ATTEND

Customer Service Professionals, Managers, Quality Management Personnel, Voice of the Customer Analysts, Brand Ambassadors and Entrepreneurs. All specialists are responsible for building and sustaining their companies reputation for customer service excellence. All marketing professionals looking to gain and maintain a compelling strategic edge. 

COURSE CONTENT OVERVIEW 

DAY 1

• Improved customer service delivery.
• Positive attitude change towards execution of customer complaints.
• Effective communication with customers.
• Provide a step-by-step guide to design, implement, monitor and communicate customer service programs that enhance customer experience and building customer loyalty.
• Understanding the concept of plus one and the value of exceeding customer expectations in each customer interaction.
• Understanding what true customer loyalty is and the importance of their role to ensure a positive customer experience.
• Understanding customers, assuring stakeholder buy-in and encouraging employee engagement at any level.
• How to take ownership.
• How to be responsive.
• The proper way to ask for feedback.
• Understanding the concept of customer service and how it takes place.
• Understanding why exceptional customer service is essential to business.
• REVISION/QUESTION & ANSWER SEGMENT

DAY 2

• RECAP
• Understanding the role of the individual and how that impacts customers.
• Discuss the importance of customer service from a cost perspective.
• Identify how customer complaints impact upon the organization.
• Apply the basic aspects relating to the importance of customer service in everyday life.
• Using factors which impact upon customer service (specifically in the work environment) in relationships, life skills and etiquette to positively influence the customer experience and develop techniques to motivate staff.
• Realignment of thinking about customer complaints and understand the opportunities in each challenging customer situation.
• How to provide practical information on how to implement customer satisfaction, research defines a customer service improvement program at any level.
• How to keep a positive mental attitude.
• How to seek opportunity and maximize it.
• Q & A Session

Early Bird Offer

10 % Discount on bookings and payment made 5 (days) workdays before the training date.

REFERRAL OFFER

Refer and convince 5 (five) participants in your network to register and pay; and enjoy 50% Discount on your own training. Ensure your referee (the person you referred) submits your name, phone and email as the person who referred them when they register. 

FEES

Three Thousand Kwacha (K3,000) only Inclusive of Tax, course materials, meals, teas and certificate. This excludes accommodation and transport.

CLARIFICATION AND BOOKING CONTACT DETAILS:

For reservations, inquiries and /or requests for Course Content contact Keisha on: 

0764241837 / 0955750070 / 0961468239 / 0211 295486 or Email- This email address is being protected from spambots. You need JavaScript enabled to view it..