Consultancy Services to Conduct Training on ‘Communication Skills and Client Servicing’

• Country: Zimbabwe
• Summary: Consultancy Services to Conduct Training on ‘Communication Skills and Client Servicing’
• ZWT Ref No: 16186902
• Deadline: 11 Sep 2017
• Financier: Other Funding Agencies
• Purchaser Ownership: -
• Tender Value: Refer Document
• Notice Type: Tender
• Document Ref. No.: ACBF/OI/044/17/NRF
• Purchaser's Detail:

Purchaser : AFRICAN CAPACITY BUILDING FOUNDATION
2 Fairbairn Drive Mount Pleasant Harare Tel: (+263-4) 304663, 332002
Email :tender@acbf-pact.org

• Description:
• Expression of Interest are invited for Consultancy Services to Conduct Training on ‘Communication Skills and Client Servicing’. 1. Background African Capacity Building Foundation (ACBF) was established in 1991 to build sustainable human and institutional capacity in support of Africa’s development. The Foundation’s goal is to improve the lives and prospects of people throughout the African continent. ACBF supports capacity development in Africa through grants making, knowledge sharing and technical assistance to countries and regional and sub-regional organizations. ACBF’s approach to capacity development focuses on addressing capacity needs and gaps as well as on stakeholder ownership of interventions, project and program sustainability and synergy of interventions with other development funding institutions. With 26 years of experience in Africa, the ACBF is transforming itself from a “go-to” place for grants into a “go-to” place for investments in integrated capacity development. The Foundation has therefore developed and is operationalizing a 5-year strategic plan (2017-2021) based on four strategic pillars and five service lines. The four strategic pillars read as follows: enabling effective delivery of continental development priorities, supporting countries to achieve tangible development results, enhancing private sector and civil society contributions to sustainable development, and leveraging knowledge and learning to increase development effectiveness. These four Strategic Pillars, built along with four corresponding programs, express the goals that the ACBF Strategy for 2017–2021 aims to achieve. The operational method for delivering these goals is through of five service lines: resource mobilization, advisory services, knowledge services, innovation services and investment and fund management. Therefore, technical professionals must have effective communication and client servicing skills and articulate the Foundation’s service brand and the behaviors that support that brand in addition to their technical abilities to maximize on all business interactions and achieve the Foundation’s critical goals. It is against this background that ACBF seeks to select a consultant to develop training materials and conduct in-house training for ACBF Staff in this area 2. Objectives of the assignment The overarching aim of this to help participants articulate the Foundation’s service brand and the effective communication skills and behaviors that support that brand. The training will focus on two key areas: i) Communication skills (2 days) and (ii) Client servicing (1 day) i) Communication Skills training outline; · Defining communication and what is effective communication · Using a communication model to conduct more effective conversations · Identifying barriers to effective communication, · Communicating ACBF messages clearly, · Differentiating verbal and non-verbal communication, · Developing Active Listening Skills to Promote Better Work Relationships · Mastering presentations/speeches and keynote writing and delivery, · Report and minuting writing · Social Media communication and blogging · Effective e-mail communication and e-mail etiquette · Crisis communication and dealing with the media · Handling television/radio live interviews ii) Client servicing training outline; · Understanding the institutional vision, mission, brand and being its ambassador · Difference between a transaction culture and building a relationship · Articulate the organization’s service brand · Defining the organization, department and individual service standards. · Types of customer inquiries · How exceptional client service should be in person, over the phone and email · Responding to phone and email enquiries · Dealing with very difficult clients · Transforming client complaints into opportunities · Conducting client satisfaction surveys · Acting on results of client surveys 3. Scope of services/tasks and expected deliverables The scope of work for this training will include the following: a) Preparing the training background materials, teaching aids, and program outlining all the activities to be undertaken and evaluation forms. b) Developing training handouts and materials c) Delivering the training according to the plan. d) Indicate a list of equipment and materials required for the training. e) Prepare a Report of the workshop. 4. Methodology and Approach The training is expected to adopt a mixed method and participatory adult learning approach including presentation, group activities, case studies, and working sessions to ensure a balance between theory and practice and to stimulate active participation of all participants 5. Targeted Audience The training will be provided to circa 50 (fifty) ACBF staff. 6. Deliverables and reporting requirements Deliverables The consultant will finalize and deliver the following outputs: i) One Soft copy training handouts and background materials to be submitted. (before the training) ii) Deliver the training iii) Hard and soft copy report of the training including recommendations for further training/interventions that may be required Reporting lines The Consultant will be reporting to the Director, Finance and Administration and work closely with HR Officer.
• Documents:

 Tender Notice