POSITION SUMMARY:
HIAS Kenya seeks the services of a competent and professional trainer to train all the staff on Communication and Customer Care Skills. The trainer will take our staff through the essence of Communication and customer care to ensure that the relationships between them and our partners, clients as well as fellow staff is effective.
OBJECTIVES & DELIVERABLES:
The objectives of the training are:
Understanding what effective communication and customer care is
Effective internal communication
Active listening skills and effective and courteous communicating under stress
How attitudes and values affect communication
Office etiquette
How communication/ customer care affects the achievement of business goals, vision and mission
SCOPE OF TRAINING
In close co-ordination with HIAS, the consultant will implement the following tasks:
Develop the training content for the staff to be delivered through interactive activities, methodologies, and discussions which will be approved by HIAS.
Conduct a physical training for all staff based on the approved methodology,
Conduct the evaluation of the training and
Report on the training.
EXPECTED OUTPUTS AND DELIVERABLES
The following will be the expected deliverables and outputs of the consultancy:
Work plan for developing the training, including strategy and proposed methodologies.
Successful facilitation of the training
Technical advice and support to participants during the training
A complete final report on the implementation of the tasks after finishing the training.
Soft copies of all presentations and training notes.
Tools for measuring training outcomes e.g., pre and post-test, questionnaires, training evaluation forms etc.
QUALIFICATIONS & REQUIREMENTS:
We are looking for a consultant/team with the following skills and qualifications.
Demonstrated experience and expertise in Communication and Customer care training.
Training background in customer care and communication.
Excellent and demonstrated understanding of ethical issues in Communication and Customer care.
Experience working/training in the humanitarian sector and with refugees in urban settings preferably in Kenya will be an added advantage.
Ability to conduct training to huge participants.
APPLICATION PROCESS AND REQUIREMENTS
Qualified and interested parties are asked to submit the following:
Letter of interest in submission of a proposal.
A detailed technical proposal, with budget, clearly demonstrating a thorough understanding of this ToR and including but not limited to the following.
Consultant/Company Profile
Demonstrated previous experience in similar assignments and qualifications outlined in this ToR. Please attach a previous training report where applicable.
Team composition and level of effort of each proposed team member (include CVs of each team member).
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