Access Bank Training Proposal

COMPETENCY
DEVELOPMENT
PROPOSAL
PERSONNELTY FIT LTD.

1A FEMI AYANTUGA CRESCENT
SURULERE
LAGOS
+234.808.595.2722
+234.802.037.6984
Jan, 2014
OVERVIEW
The aim of this proposal is to recommend learning
interventions that will assist Access Bank achieve the goal
of improving organizational performance through
training and development.
It emphasises important training programs necessary to
fill the skill gap identified by Access as being very
important to the specific area of expertise for her
employees.
1A Femi-Ayantuga Crescent,
Surulere,
Lagos.
Tel- 08085952772,08020376984
Email info@personneltyfit.com
www.personneltyfit.com
January 9, 2014.
The Head,
Human Resource Department,
BMSL,
Lagos
Dear Sir/Madam,
PROPOSAL FOR TRAINING ACCESS BANK STAFF
Thank you for inviting our organization Personnelty Fit Limited, a
specialist provider of customer service, marketing communication,
leadership and professional polish trainings to send in a proposal for
training your valued employees.
PFL is managed by a team of experienced and versatile Nigerians with
many years of local and international industry experience. We have been
in the training business since 2007 and operate out of offices in Lagos and
Abuja. We have provided training services to several local and
multinational companies operating in the Nigerian oil and gas industry,
financial sector, automobile amongst others. Our clients include: Nigeria
Ports Authority (NPA) Elizade Toyota Nigeria, QEDI International Oil & Gas,
Ankor-pointe Integrated Services, Port@Lekki, FCMB Capital, Skye Bank,
Cephwell Resources Limited, among several others.
Some of the training projects we have successfully executed include:

1A Femi-Ayantuga Crescent, Surulere, Lagos
Tel- +234.808.595.2772,
+234.802.037.6984
+ Corporate Public Relations Strategies Course for the Nigerian Ports

Authority (NPA)
+ Customer Service and Conflict Resolution Training for Skye bank
+ Leadership and Soft Skills Training Program for Elizade Toyota
Nigeria.
+ Change Management and Effective Communication program for
Cephwel Oil & Gas Nig. Ltd.
+ Advanced Business writing Skill Training for PPI Technologies Ltd.
+ Marketing, PR and branding consulting for QEDI Oil & Gas
International
PFL wishes to work with Access Bank to fulfil its training and manpower
development needs. We believe we can assist Access Bank to achieve its
training objectives given our considerable expertise and experience in
training solutions to similar organizations.
Kindly find below a detailed module outline on the identified competency
development areas within Access bank. We look forward to receiving a
swift response from your organization.
Thank you.
Muna Onuzo-Iyanam
Managing Partner

Tel- +234.808.595.2772,
+234.802.037.6984
INDICATIVE COURSE SCOPE AND OUTLINE

1)
PUBLIC SPEAKING AND PRESENTATION SKILL TRAINING
This course is designed to provide delegates with the basic skills,

techniques and practice needed to deliver a stylish and confident
presentation.
Delegates will learn skills of delivery that will build their confidence and
credibility. They will learn how to manage anxiety and speak in an
individual and compelling manner.
MODULE 1 INTRODUCTION
Rationale and purpose of presentations
First questions about presentations
Presentations as a form of communication
Communication barriers and processes
Presentation target The audience
Audience size and characteristics
MODULE 2 PLANNING A PRESENTATION
Presentation objectives, content, form, structure,
method of delivery, drafting the presentation
Balancing verbal and non-verbal messages.
Practice non-verbal impact skills to reduce nervousness
MODULE 3 PREPARING AND GIVING A PRESENTATION
Using visual aids and support materials
Managing the presentation environment
Describe the advantages and disadvantages of different
room setups
Anticipate, avoid and handle equipment problems
Practical sessions
Tel- +234.808.595.2772,
+234.802.037.6984
Benefits of Rehearsing
Feedback session
MODULE 4 PRACTICAL APPLICATION OF MODULE 1,2 & 3
2)
VOICE TRAINING FOR CUSTOMER SERVICE AND CALL CENTRE STAFF
In every profession, communication is paramount. Clarity in expression

and articulation can make an interview, sell a product, impress a board
room, or get you the part!
The objective of this training program will be to help participants
understand and use a neutral English accent that can be easily understood
by people from various cultures across the globe. The methodology will
include a combination of presentations, activities, assignments, evaluations,
practice and feedback.
MODULE 1 ELEMENTS OF SPOKEN COMMUNICATION:
Inflection
Pausing
Reducing rate of speech
Volume and tone
Pitch
Clarity and enunciation
MODULE 2 ACCENT NEUTRALIZATION
Identifying and dealing with Mother Tongue Influence
(MIT)
Pronunciation
Vowel Sounds and Consonant Sounds
Using a neutral accent
Intonation Patterns
Resonance
Zoning

Tel- +234.808.595.2772,
+234.802.037.6984
Vowel Changes
Consonant Changes
Colloquialisms
MODULE 3 ACCENT ACQUISITION
Resonance
Intonations
Vowel Changes
Consonant Changes
Articulatory Placement and Zoning
MODULE 4 VOICE COACHING
Range
Articulation
Text Work
Power
Breath Support
Improvisation
Versatility
Tone
Presentation
Endurance
Vocal Health
Debate
Voice with Movement
3)
CREATIVE BUSINESS WRITING SKILL TRAINING
This course is designed to develop and refine the employees business

writing skill. It will empower the delegates with the competency to respond
to various types of business writing. This course will also enable delegates
Tel- +234.808.595.2772,
+234.802.037.6984
to acquire a competitive edge amongst their peers that will help them
outclass the competition.
MODULE 1 FUNDAMENTALS OF WRITTEN COMMUNICATION
Definition of written communication
Why is good business writing good for business
The 7Cs of professional business writing
Commonly used business documents
MODULE 2 WRITING IS EASY
Developing a focussed mind-set towards writing
Pre-writing techniques
The fear factor
Getting to results
MODULE 3 THE WRITING PROCESS
Definition of context and content
Objective, audience and tone
Active listening
Building objectives
Discover your strategy
MODULE 4 PLANNING
Visualization
The role of details
Taking ownership
The internet age
MODULE 5 WRITING
Organizational structure in business writing
Definition of writing style
The 5 proven styles of writing
Writing models
Relationship between styles and models
MODULE 6 CREATIVITY IN WRITING
Making distinctions with words
Modifying words and phrases
Summary skills
Tel- +234.808.595.2772,
+234.802.037.6984
Persuasive language
MODULE 7 PRESENTING
How to write a business memo
How to write a sales proposal
How to write a press release
How to write a business email
How to write a business thank you note
How to write a business proposal
How to write a report
How to write an executive summary
MODELU 8 REVISING
The critical 3 step approach in revising
The Assessment Rule
Focussing on positives
Consistency in writing
Comparatives and superlatives
The role of punctuations
4)
CUSTOMER SERVICE DYNAMICS AND RELATIONSHIP BUILDING
This course will develop the participants skill and ability to deliver
exceptional customer service to your treasured customers. It also
empowers participants with the ability to provide effective conflict
resolution to customer service problems in a timely and most efficient
manner.
MODULE 1 COMPASSION FOR THE CUSTOMER
Identification of customer values
Distinguishing between customers moments of truth,
misery and magic
Understanding customer behavioural patterns
Internal customers Vs. external customers
6 basic needs of customers
Tel- +234.808.595.2772,
+234.802.037.6984
Customer working styles

Developing personal skills that influence other people
positively.
MODULE 2 LISTENING AND PROBLEM SOLVING SKILLS
Understanding the successful attending skills for
listening
Understanding the self-identity tendencies that block
attending
Effective use of closed and open ended questions
Questioning and bridging techniques of resolving
customers problems
MODULE 3 COMMUNICATION AND TELEPHONE SKILLS
How to develop a great telephone voice
Telephone etiquette
The power of behavioural flexibility in communication
MODULE 4 HANDLING TENSE AND MULTI-TASKING SITUATIONS
Understanding the concept of tension management
Practical session on tension management
Handling skills for disgruntled, unhappy and irate
customers
Role plays
Question and feedback session
5)
MANAGING UPWARDS MANAGING YOUR BOSS
This course is designed to increase the level of initiative of delegates in

order to build a better working relationship with their bosses. Delegates
will learn how to be proactive, taking the lead in communicating and
actively seeking ways to assist managers achieve their goals.
MODULE 1 HOW TO BE INFLUENTIAL WITHOUT FORMAL POWER ROLES
Managing and influencing others without formal roles
Tel- +234.808.595.2772,
+234.802.037.6984
Understanding of the principles that control human

behaviour in order to influence
Manipulation Vs. influencing
MODULE 2 PROVIDING POSITIVE FEEDBACK TO MANAGEMENT
Why do Nigerians fail to give positive feedback to
managers?
What happens if you fail to give regular feedback?
Increasing your value by acknowledging suggestions,
coaching and managements time with you.
MODULE 3 IDENTIFY WHAT MOTIVATES YOUR MANAGER
What is interviewing by chatting
Motivating with value questions
Identify what motivates and de-motivates your manager
Applying the technique with colleagues, friends and
family members.
MODULE 4 DEALING WITH DIFFICULT MANAGERS
Recognising and dealing with managers who suffer from
imposter syndrome
Techniques to deal with managers who want to oversupervise.
6)
DIRECT AND CROSS SELLING TRAINNG
This course is designed to equip candidates with a sound mastery of the

field and direct selling processes. Candidates will be taught how to
understand themselves for maximum effectiveness. They will also learn
how to manage communication in a culturally diverse setting.
MODULE 1 DIRECT SELLING DYNAMICS
The power of strategic self management
Fundamentals of personal selling
Psychometric Analysis
MODULE 2 SALES COMMUNICATION
Tel- +234.808.595.2772,
+234.802.037.6984
Using competitive analysis to gain more business

The psychology of selling: Why people buy
Interpersonal/Non-verbal communication dynamics
Managing the sales process from the initial greeting to
final commitment
Strategies for dealing with objections and trial close
The art of closing the sale
Relationship building and customer service
MODULE 3 MANAGING CROSS CULTURAL DYNAMICS
Building a sales culture across within the team
Intercultural Communication
Relationship between sales and culture
MODULE 4 UNDERSTANDING THE SALES MODEL

Direct sales vs. Retail Sales
Managing key account/prospect relationships
Prospecting finding and qualifying leads
Developing new business while maintaining existing
accounts
7)
EMOTIONAL INTELLIGENCE AND THE RESILIENCE FACTOR
Relationships are the heart of leadership and to build them, you must
showcase the utmost in professional behaviour and resilience by nurturing
and building a tough, resourceful and creative workforce.
The Harvard business review 2002 described Resilience as ....more than
education, more than experience, more than training, an individuals level
of Resilience will determine who succeeds and who fails.
Therefore in todays challenging economic situation there is need for your
organisation to raise the bar in ensuring the emotional wellbeing and
ensure the professional development of your staff is made a priority.
Tel- +234.808.595.2772,
+234.802.037.6984
This course will equip delegates with a sound understanding of emotional

intelligence, work-life balance and the resilience factor within their
organisations.
MODULE 1 AUTHENTIC LEADERSHIP
Building leadership and influence capacity
Importance and principles of influence
Alignment of talents with work authenticity
Leading with meaning, purpose and exuberance
7 key principles of authentic leadership
Emotional Intelligence in the workplace
MODULE 2 STRESS MANAGEMENT
Facts about stress
Sources of stress
Stress symptoms checklist
Understanding the impact of long term stress
Personality & stress
Recognising stress in other people
Stress management techniques
MODULE 3 EMOTIONAL INTELLIGENCE
What is Emotional Intelligence?
Four Skills in Emotional Intelligence
Verbal Communication
Non-verbal communication
Social management and responsibility
Tools to regulate emotions
Gaining control
Business practices
Making an impact
8)
SELF MASTERY AND TIME MANAGEMENT TRAINNG

Tel- +234.808.595.2772,
+234.802.037.6984
Time management refers to the development of processes and tools that

increase efficiency and productivity. We believe that Time management
doesnt just happen for anyone it is a skill that must be worked on, and
that most people find to be a life-long challenge.
This module will equip the participants with the techniques and skill
needed to properly manage self and others.
MODULE 1
GOAL SETTING
The Three P's
S.M.A.R.T. Goals
Prioritizing Your Goals
Visualization
MODULE 2
PRIORITIZING YOUR TIME

The 80/20 Rule
The Urgent Versus Important Matrix
Assertiveness
MODULE 3
PLANNNG WISELY
Creating Your Productivity Journal
Maximizing the Power of Your Productivity Journal
The Glass Jar: Rocks, Pebbles, Sand, and Water.
Chunks, Block, and Tackle
Ready, Fire, Aim!
MODULE 4
TACKLING PROCRASTINATION
Why We Procrastinate
Nine Ways to Overcome Procrastination
Eat That Frog!
MODULE 5
CRISIS MANAGEMENT

Tel- +234.808.595.2772,
+234.802.037.6984
When the Storm Hits

Creating a Plan
Executing the Plan
Lessons Learned
MODULE 6
ORGANIZING YOUR WORKSPACE

De-Clutter
Managing Workflow
Dealing with E-mail
Using Calendars
MODULE 7
DELEGATING MADE EASY

When to Delegate
To Whom Should You Delegate?
How Should You Delegate
Keeping Control
The Importance of Full Acceptance
MODULE 8
SETTING A RITUAL
What is a Ritual?
Ritualizing Sleep, Meals, Exercise
Examples of Rituals
Using Rituals To Maximize Time
MODULE 9
MEETING MANAGEMENT
Deciding if a Meeting is Necessary
Using the PAT Approach
Building the Agenda
Keeping Things on Track
Making Sure the Meeting Was Worthwhile
MODULE 10
ALTERNATIVES TO MEETINGS
Instant Messaging and Chat Rooms
Teleconferencing
E-mail Lists and Online Groups

Tel- +234.808.595.2772,
+234.802.037.6984
Collaborating Applications
For further enquiries in this regard, please contact the undersigned on

+2348020376984 or info@personneltyfit.com
Thank you.
Team PFL.
END.

Tel- +234.808.595.2772,
+234.802.037.6984

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COMPETENCY

PERSONNELTY FIT LTD.

Some of the training projects we have successfully executed include:

+ Corporate Public Relations Strategies Course for the Nigerian Ports

1A Femi-Ayantuga Crescent, Surulere, Lagos

INDICATIVE COURSE SCOPE AND OUTLINE

PUBLIC SPEAKING AND PRESENTATION SKILL TRAINING

This course is designed to provide delegates with the basic skills,

VOICE TRAINING FOR CUSTOMER SERVICE AND CALL CENTRE STAFF

In every profession, communication is paramount. Clarity in expression

1A Femi-Ayantuga Crescent, Surulere, Lagos

CREATIVE BUSINESS WRITING SKILL TRAINING

This course is designed to develop and refine the employees business

CUSTOMER SERVICE DYNAMICS AND RELATIONSHIP BUILDING

Customer working styles

MANAGING UPWARDS MANAGING YOUR BOSS

This course is designed to increase the level of initiative of delegates in

Understanding of the principles that control human

DIRECT AND CROSS SELLING TRAINNG

This course is designed to equip candidates with a sound mastery of the

Using competitive analysis to gain more business

MODULE 4 UNDERSTANDING THE SALES MODEL

EMOTIONAL INTELLIGENCE AND THE RESILIENCE FACTOR

This course will equip delegates with a sound understanding of emotional

SELF MASTERY AND TIME MANAGEMENT TRAINNG

1A Femi-Ayantuga Crescent, Surulere, Lagos

Time management refers to the development of processes and tools that

PRIORITIZING YOUR TIME

1A Femi-Ayantuga Crescent, Surulere, Lagos

When the Storm Hits

ORGANIZING YOUR WORKSPACE

DELEGATING MADE EASY

1A Femi-Ayantuga Crescent, Surulere, Lagos

For further enquiries in this regard, please contact the undersigned on

1A Femi-Ayantuga Crescent, Surulere, Lagos

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