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Safety, Healthy, Environment and Quality Assurance Courses

  • Courses

Customer Care (CC)

Duration: 3 Days

Course Objectives

The objective of this course is to enhance employee communication skills to increase the effectiveness of their interactions with customers, both internally and externally. Course participants will learn and practice skills to handle discontented customers and discover ways to avoid, reduce and even eliminate stress in their workplace. They will learn how to deliver negative information in a positive way. Foundational listening, questioning, and negotiating skills will be revisited, practiced and critiqued. Course participants will undertake practical presentations.

Learning Objectives

At the end of the training programme, course participants shall be able to:

  • Minimize the interaction time and reduce the impact when dealing with difficult interactions
  • Deliver quality services to both internal and external customers
  • Interpret company policies and information positively to customers

Course Outline

  • Telephone etiquette
  • Personal grooming
  • Key performance areas
  • Service process analysis and mapping
  • Principles of continuous improvement
  • Creating customer focused frontline staff
  • Communicating company policies
  • Communication and listening skills
  • Responding to high bills complaints (Complaint handling in general)
  • Handling inflammatory customer behavior (Handling angry customers)
  • Customer care (who is a customer, what is service, why give quality service)
  • Recruiting and managing behaviors (importance of criteria based assessment in customer service centers)

Target Group

Customer service managers, supervisors and front line personnel, lineworkers, installers and meter readers.

Electricity Appreciation for Non-Technical Personnel (EANTP)

Duration: 1 Week

Course Objectives

Electrical energy is used everywhere and affects every technical career. Managers of utility companies need a firm understanding of the organisation’s complex business activities in order to effectively and efficiently manage all the resources and engage stakeholders- including government and regulatory bodies- on issues such as revision of tariffs and new developments. Engaging the public through awareness campaigns for new developments not only requires patience but more importantly clear and concise communication to avoid any ambiguity. The Electricity Appreciation for Non-technical Personnel (EANTP) training programme has been designed for non-technical managers and supervisors of electricity utility organisations. The purpose of the EANTP course is to introduce the delegates to the jargon of electricity production and trading in order to help them interact and communicate with stakeholders with greater confidence, clarity and impact. The course provides insight into electricity generation, transmission, distribution and supply as well as the issues related to tariffs and coordination of public awareness on environmental and social aspects.

Learning Objectives

At the end of the training programme, course participants shall be able to:

  • Comprehend the basic components and operations of a power network
  • Effectively implement budgeted activities to achieve corporate objectives
  • Implement best practices and standards in operations and control of electricity utility
  • Apply in-depth knowledge, skills and values so developed during the planned course to demanding situations in their line of duty

Course Outline

  • Electricity System Overview
  • Electrical Code and Safety in Electricity Utilities
  • Management in Electricity Utilities
  • Maintenance Activities for Utility Success

Target Group

Newly employed staff on induction to electricity utility operations and any other suitably qualified personnel requiring a basic understanding of the concepts, principles and practices in the electricity industry.

Financial Management in Utilities (FMU)

Duration: 3 Days

Course Objectives

The training course is designed to provide course participants with the basic financial knowledge on running the financial aspects of an organization. The course aims to equip participants with a strong skills set for financial management.

Learning Objectives

At the end of the training programme, course participants shall be able to:

  • Build knowledge to create value for an organization through financial, strategic and operating decisions.
  • Analyze financial statements and advise the organization strategically.

Course Outline

  • Cost and Fixed Asset Accounting
  • Financial Statements – Balance Sheets and Income and Expenses Statements
  • Profitability and Financial Ratio Analysis (Efficiency, Liquidity, Stability)
  • Budgeting Methodologies and Principles
  • Billing and Collection Best Practices
  • Asset Management Plans
  • Financial Forecasting
  • Debt Management

Target Group

Managers, supervisors and other suitably qualified personnel engaged in financial decisions in any way of an organization.

Human Capital Management for Business Continuity (HCMBC)

Duration: 1 Week

Course Objectives

The course aims to equip participants with a strong skills set for effective human capital management.

Learning Objectives

At the end of the training programme, course participants shall be able to:

  •  Carry out effective Training Needs Assessment/ Analysis (TNA) and selection of staff for training prgrammes
  • Implement effective career pathing and development progarmmes for staff at all levels
  • Craft appropriate succession plans to ensure that key staff are succeeded by equally high performing clleagues
  • Organise training solutions in ways that are results-oriented so that on return to the organisation staff can put into practical use the new knowledge, skills and attitudes learnt
  •  Acquaint participants with the elements of performance friendly reward and compensation systems to stimulate them to adapt their company systems
  • Equip participants with the techniques and skills for effective performance management.
  • Expose participants to the important aspects of change management practices as growth, productivity and competiveness-enhancing process/ factors
  • Evaluate the return on investment for training

Course Outline

  • Training and Succession management
  • Training Impact and Return on Investment in Training
  • Performance/Reward/Productivity
  • Organisational Renewal and Change Management
  • Training Needs Assessment
  • Introduction to MS Project as a planning and tracking tool
  • Effective use of MS Outlook Beyond Emails

Target Group

Relevant HR Personnel and Training Management Practitioners

Procurement and Materials Management in Utilities (PMMU)

Duration: 3 Days

Course Objectives

The course is designed to enable participants gain insight on processes to deal with procurement management. It covers topics ranging from purchasing and storage; inventory; material flow; management and selection of suppliers and general management among thers.

Learning Objectives

At the end of the training programme, course participants shall be able to:

  • Apply their knowledge, skills and values to new and demanding industrial situations
  • Apply their new skills in materials acquisition and procurement in their utilities
  • Apply skills acquired in the improvement of services rendered to other departments within the utilities

Course Outline

  • Materials requirements plan
  • Materials resource planning
  • Strategic management of material flow
  • Source decision making

Target Group

Personel responsible for procurement procurement or others suitably qualified to attend the course.

Project Management (PM)

Duration: 1 Week

Course Objectives

To provide participants with technical theory and hands on practice in order to enable them prepare, plan and manage a project using latest methods. This course endeavors to impart skills to the participants in Projects Scheduling, Work group Communication set up and Projects Management Programmes. The course includes tours to project planning and implementation centres in the industry.

Learning Objectives

At the end of the training programme, course participants shall be able to:

  • Master project management skills and do effective analysis of project life cycles
  • Produce Product Breakdown Structures and conduct Critical Path Analysis
  • Effectively organize projects and exercise project control
  • Conduct project cost estimates, and compute realistic time schedules
  • Apply their knowledge, skills and values (competences) so developed during training to new and demanding industrial situations
  • Apply skills acquired in efficient managing of projects

Course Outline

  • The project cycle
  • Financial and economic feasibility study
  • The project organization requirement of the project
  • The role of the project manager
  • The critical factors, time and activity planning, the critical path analysis
  • Managing the human resources, internal communication, decision making
  • Project financing and Budgeting
  • Project accounting and financial reporting, control and monitoring
  • The use of appropriate computer software and hardware
  • The methodology and value of the ex post analysis
  • Logical framework

Target Group

Project Management Technicians, Technologists and Engineers, Project Managers, Business Managers, anyone responsible for the scheduling of time and resources to meet a planned goal and other suitably qualified personnel.

Report Writing and Document Handling (RWDH)

Duration: 1 Week

Course Objectives

Professionals increasingly need to translate complex and innovative ideas into action. This has to be done in a clear and concise manner to avoid any ambiguity. The Report Writing and Document Handling (RWDH) training programme has been designed for people responsible for writing minutes, technical reports and making presentations to managements meetings. The purpose of this course is to guide delegates into writing and delivering professional and technical documents with h greater confidence, clarity and impact

Learning Objectives

At the end of the training programme, course participants shall be able to:

  • Develop documents and make effective and interesting reports and technical presentations
  • Apply correct formatting techniques to reports and letters for effective presentations
  • Apply information technology tools to timely remind relevant respondents to meeting action plans or document comments
  • Apply document-security techniques to e-mail transmitted soft copy documents
  • Supply knowledge, hands-on experience and skills acquired

Course Outline

  • Technical report writing techniques
  • Minute writing
  • Letter and report writing in MS word
  • Types of reports (standard formats)
  • Introduction to Microsoft outlook – transmitting reports by email

Target Group

Any suitably qualified personnel involved in writing minutes, memos, letters and reports, and making presentations etc.

Revenue Protection Management and Prevention of Vandalism (RPMPV)

Duration: 2 Weeks

Course Objectives

Energy theft and vandalism on utility infrastructure are more common than most think. Both vices cost consumers billions of dollars every year the world over. It is therefore a strategic imperative that organizations establish revenue protection programs as well as measures to curb vandalism. The RPMV course is aimed at sensitizing all relevant personnel on best practices in revenue protection management as well as the effects of vandalism in terms of loss of revenue, lives and property. This ‘how-to’ course provides tools to identify customer fraud and billing errors applicable to both large and small utilities as well modern day strategies to protect utility infrastructure against acts of vandalism fight. The course focuses on minimizing revenue losses in Utilities by providing solutions against pilfering, theft, fraud, misallocation and misappropriation of revenue as well also the education of the role players to implement effective counter measures.

Learning Objectives

At the end of the training programme, course participants shall be able to:

  • Establish a revenue protection program
  • Conduct theft and fraud investigations
  • Recover lost revenues
  • Implement measures to curb against utility infrastructure vandalism

Course Outline

  • Revenue Protection-Basics (Revenue Protection Processes, Tamper Detection and Investigation Processes, and Standards, Policies, Guidelines and Laws, and Best Practices and New Technology)
  • Revenue Protection-Advanced (Project Planning and Management, Tamper Detection Administration, andTamper Detection and Investigation Processes)
  • Revenue Protection-Sensitization (Impact of Revenue Protection Processes, and Establish a Revenue Protection Strategy)
  •  Prevention of Vandalism and Theft (Vandalism and the Theft of Non-Ferrous Metals, How to Analyse the Threats and Risks, Crime Strategy, and Internal Measures to Combat Crime)

Target Group

Meter shop supervisors, customer service managers, utility investigators, security personnel in power generation,' transmission and distribution utilities, water utilities, manufacturing companies, mining sector, government ministries, NGO's, educational & research institutions, security wings and other suitably qualified personnel dealing with revenue and vandalism issues.

Standardisation of the Electricity Supply Chain (SESC)

Duration: 1 Week

Course Objectives

Electrical energy is used everywhere and affects every technical career. Managers of utility companies need a firm understanding of the organisation’s complex business activities in order to effectively and efficiently manage all the resources and engage stakeholders- including government and regulatory bodies- on issues such as revision of tariffs and new developments. Engaging the public through awareness campaigns for new developments not only requires patience but more importantly clear and concise communication to avoid any ambiguity. The Standardisation of the Electricity Supply Chain (SESC) training programme has been designed to enhance interaction and communication among stakeholders with greater confidence, clarity and impact. The course provides insight into electricity generation, transmission, distribution and supply as well as the issues related to tariffs and coordination of public awareness on environmental and social aspects.

Learning Objectives

At the end of the training programme, course participants shall be able to:

  • Comprehend the basic components and operations of a power network
  • Effectively implement budgeted activities to achieve corporate objectives
  • Implement best practices and standards in operations and control of electricity utility
  • Apply in-depth knowledge, skills and values so developed during the planned course to demanding situations in their line of duty

Course Outline

  • Electricity System Overview: Introduction to Electrical Energy, Generation Systems and Equipment, Transmission Networks and Infrastructure, Distribution and Supply Grids and Networks, Electrification System Expansion
  • Electrical Code and Safety in Electricity Utilities: Working Safely with Electricity, and The National Electrical Code
  • Standards in Electricity Networks Design and Construction -“A Special feature from PIESA”
  • People Management in Electricity Utilities: Managing an electricity utility as a business entity; Embracing motivation for competitive advantage; Leadership style as a success factor in the workplace
  • Maintenance Activities for Utility Success: Types of Maintenance, Maintenance Planning and Scheduling; Procurement of Materials and Outsourcing Services
  • Standards for Quality of Supply and Quality of Service.
  • Case Studies and Technical Excursions to designated Sites in Zambia: Generation Station, Transmission infrastcture; Fault Centre and Customer Call Centre

Target Group

Managers, Engineers and any personnel suitably qualified and responsible for planning, managing and construction of electricity infrastructure as well as service delivery.

Strategic Management (SM)

Duration: 3 Days

Course Objectives

To provide a foundation to enable the course participants comprehend, analyze and make appropriate strategic choices concerning the general management problems facing organizations.

Learning Objectives

At the end of the training programme, course participants shall be able to:

  • Recognize and appraise strategic processes in organizations
  • Demonstrate awareness and application of strategic management concepts and analytical tools
  • Synthesize, judge and criticize conventional approaches to strategic management

Course Outline

  • Basic Concepts of Strategic Management
  • Formulation of Business Policies
  • Strategic Auditing and Process
  • Strategic Control Systems
  • Strategy Implementation and Control
  • Decision Making Process
  • Organizational Structure
  • Organizational Structure
  • Organizational Structure

Target Group

Senior Managers, Managers and Supervisors involved in decision making in organizations and other suitably qualified personnel.

Supervisory Leadership (SL)

Duration: 1 Week

Course Objectives

The course aims to give a strong skills set for effective and modern methods of providing leadership at a supervisory level.

Learning Objectives

At the end of the training programme, course participants shall be able to:

  • Recognize and appraise strategic leadership processes in organisations
  • Apply strategic leadership and management concepts and analytical tools
  • Synthesize, judge and criticize conventional approaches to strategic management
  • Apply knowledge, skills and values so developed to demanding situations in their line of duty

Course Outline

  • Basic Concepts of Strategic Management
  • Leadership and Supervision – Modern Management thinking
  • Performance Management
  • Emotional Intelligence
  • Budget Planning and Implementation
  • Time Management
  • Stress Management
  • Effective Communication
  • Interpersonal Skills

  • Emerging Issues

Target Group

Supervisors and other suitably qualified persons

Procurement and Contracts Management (PCM)

Duration: 1 Week

Course Objectives

The PCM course is designed to enable participants gain insight on processes to deal with procurement contracts management. It covers topics ranging from purchasing and storage; inventory; material flow; management and selection of suppliers and general management among others. The course also focuses on developing an equitable contract management system and mechanisms for quick dispute resolution, as well as fostering synergy among stakeholders, i.e. developers, consultants and contractors, for timely completion of contracts.

Learning Objectives

At the end of the training programme, course participants shall be able to:

  • Apply their knowledge, skills and values to new and demanding industrial situations
  • Apply their new skills in materials acquisition and procurement in their utilities.
  • Apply skills acquired in the improvement of services rendered to other departments within the utilities
  • Apply skills acquired in the improvement of services rendered to other departments within the utilities

Course Outline

  • Materials requirements plan
  • Materials resource planning
  • Strategic management of material flow
  • Source decision making
  • Tender documents and their legal implication
  • Contract preparation and negotiations

Target Group

Personnel responsible for procurement or others suitably qualified to attend the course

Training of Trainers (TOT)

Duration: 1 Week

Course Objectives

To equip trainers and would-be trainers with an apprenticeship in training theory, design, and delivery. The course intends to give course delegates knowledge and skills that will enable them conduct training in an effective methodical manner coupled with soft-skills necessary for a lively learning environment. The course provides insight into training methods, an environment for skills development and practice, and the opportunity to share ideas with other trainers.

Learning Objectives

At the end of the training programme, course participants shall be able to:

  • Develop training materials and make effective and interesting technical presentations
  • Conduct meaningful group activities in an appropriate learning environment
  • Conduct relevant in-house training by providing in-depth knowledge and hands on experience during the planned course
  • Apply knowledge, skills and values so developed to demanding situations in their line of duty

Course Outline

  • Understanding the Adult Learner
  • Training Program Development
  • Instructional Design
  • Adopting effective Instructional Techniques
  • Selecting Instructional Aids
  • Performance Based Training
  • Training Evaluation Techniques
  • Conducting Training Needs Assessments
  • Cross-cutting Issues in Training
  • Effective Communication Skills
  • Computer Appreciation

Target Group

Any suitably qualified personnel involved in instructing, through theory and practical hands-on exercises, some mix of how to assemble, install, set up, program, operate, troubleshoot or maintain products or systems to technicians, engineers, tech-support specialists, etc