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    Afrithuto courses Afrithuto courses Document Transcript

    • Registration Number: 2008/010233/07 Income Tax Number: 9423499160 Accreditation Number: P21/0409/GP018 ALL THESE COURSES ARE OFFERED AS IN HOUSE TRAINING, IF THE DEPARTMENT HAS A MINIMUM OF 8 OFFICIALS TO ATTEND THE COURSEPublic Finance Management ActCourse Outline:The PFMA is one of the foundation stones of financial management and control inthe South African public sector. With its emphasis on outputs and placingaccountability for their achievement in the hands of managers, understanding therequirements and implications of the PFMA and associated Treasury regulations isessential for managers and staff in National, Provincial and Public Entities.The specific provisions of the PFMA are applicable to the operations of a PublicEntity and will focus specifically on its application to a Schedule 3, Public Entity.Course Content: • Background and Introduction to financial management; • Objectives of the PFMA; • PFMA v/s King II Report; • Legislative environment for financial management and other policies; • PFMA and Service Delivery Strategy; and • Implementation Strategy and Support Mechanisms.Learning Outcomes: The learners should be able to: • Have an understanding of the requirements of the PFMA and Treasury Regulations; • Have the ability to interpret the requirements of the PFMA and Treasury Regulations in the very specific context of their own areas of responsibilities; • Produce Action Plans for improvement designed to secure compliance with the legislation and regulations and achieve continuous improvement; • Have an understanding of the major concepts regarding the PFMA and Treasury Regulations; and • Manage the changes required as a result of the PFMA.
    • COURSE PROGRAMMEDAY 1Evolution of the PFMAChallenges of government finance and the PFMAOverview of each the ActApplication exercises/short case studiesDAY 2Detail discussion of chaptersIntroduction of Treasury RegulationsApplication exercisesDAY 3Summary of chaptersSummary of treasury regulationsDepartmental realities and challenges and the PFMASummative assessmentFor more information or to enquire about a specially customized version designedwith your precise needs in mind (in-house course), contact our BusinessDevelopment Manager on the number below.Mmanare RamalepeFax : 086 535 8088 or 086 663 0120Mobile : 073 730 5625 or 072 069 6629E-mail : afrithuto@gmail.com
    • Asset Management Days: 3 Price: R4, 000WorkshopCourse Outline:With the new regime of PFMA it has become imperative for public sectororganisations to ensure that the wherewithal to achieve service delivery objectives istaken care of. To enable an entity to meet its service delivery objectives efficientlyand effectively the best possible match of assets and programme delivery strategiesneeds to be achieved.Why is there a need to manage assets? • Makes the most of the service potential of assets by ensuring they are appropriately used and maintained; • Reduces the demand for new assets and saves money through demand management techniques and non-asset service delivery options; • Achieves greater value for money through economic evaluation of options that take into account life cycle and full costs, value management techniques and private sector involvement; • Reduces unnecessary acquisition of assets by making agencies aware of, and requiring them to pay for, the full costs of holding and using assets; and • Focuses attention on results by clearly assigning responsibility, accountability and reporting requirements.This course has been designed specifically to meet the demands of the managers aswell as practitioners with regards to achieving optimum service delivery by utilizing asound asset management strategy.Learning Outcomes:Delegates will learn how to: • To service demands and determine other alternatives • Compile and maintain a comprehensive Asset Register for the institution • Evaluate asset performance • Develop the asset strategy • Calculate depreciation as a strategy for tracking the life cycle of an asset.Managers will also be empowered to develop the asset policies and proceduresincluding a review checklist.COURSE PROGRAMMEDAY 1• Introduction to Asset Management• Asset Management concepts• Comparison between the old and new asset management concept• Definition of Asset Management• Enabling Legislation• Responsibility for asset management• Asset management life cycle process and elements
    • • Phases of asset management• Framework for integrated approachDAY 2• Planning and budgeting• Asset planning and budgeting• Determining asset needs• Evaluating existing assets• Elements of an asset strategy• Developing the asset strategy• Asset management plans• Aligning assets with programmes• Funding and budgeting• Acquisitions of Assets• Introduction• Methods of acquisitions• Procurement and provisioning system [recognition, measure, valuation of assets]• Life-cycle costing• Acquisition plan• General control over assets acquisition process• Purchasing ethics and principles• Asset transfers and exchanges• Good practices• Asset Register• Introduction• Categories of asset register• Classification of assets in the Asset Registers• Cost of an asset• Recording in the Asset RegisterDAY 3• Operation and Maintenance• Introduction• Operation plan• Maintenance plan• Asset performance indicators• Asset maintenance• Disposal of Assets• Introduction• Disposal plan• Disposal costs• Asset disposal (process)• Risk management• Asset management checklistFor more information or to enquire about a specially customized version designedwith your precise needs in mind (in-house course), contact our BusinessDevelopment Manager on the number below.Mmanare RamalepeFax : 086 535 8088 or 086 663 0120Mobile : 073 730 5625 or 072 069 6629E-mail : afrithuto@gmail.com
    • Public Sector Accounting Days: 5 Price: R5, 000 P/ DelegateCourse Outline:This course is intended for employees in the public sector who require a basicknowledge of accounting and do not hold a formal accounting qualification. Thecourse covers basic accounting tools and the delegate, on completion of the course,will understand the basic functioning of an accounting department within the publicsector. Delegates will also be equipped with fundamental tools used in theaccounting environment without specializing in any particular area of accounting.Course Content: • Legislation governing public sector financial management; • Objectives of the PFMA, Treasury Regulations and DORA; • Introduction to Government accounting; • Standard Chart of Accounts; • Introduction to Cash management; • Revenue and Receipts; • Expenditure and Payments; • Petty Cash Control; • Bank Reconciliation; • Budget and In – Year MonitoringLearning Outcomes:The qualifying delegates should be able to: • Have an understanding of the accounting cycle ; • Are able to identify source documents and understand the importance of their safekeeping ; • Understand the basic principles of the double entry system; • Have a clear understanding of the differences between private sector accounting and the public sector; • Able to explain and apply the Standard Chart of Accounts; • Understand cash management in government; • Understand how revenue is generated and distributed to the various government departments; • Understand the policy framework for expenditure management; • Administer a petty cash system; • Able to complete a bank reconciliation for both the private enterprise and the public sector; • Understand the process of budgeting in the public sector. • Optional electives: • Understand the purpose of the statement of Financial Performance; • Understand the purpose of the statement of Financial position; • Understand the function of credit control.
    • For more information or to enquire about a specially customized version designedwith your precise needs in mind (in-house course), contact our BusinessDevelopment Manager on the number below.Mmanare RamalepeFax : 086 535 8088 or 086 663 0120Mobile : 073 730 5625 or 072 069 6629E-mail : afrithuto@gmail.com
    • Risk Management Days: 3Course Outline:This is a practical course, orientating learners with an overview of risk managementtheory and then progressing to the strategic planning process highlighting the riskidentification and risk assessment processes. Learners are exposed to importanttechniques and experience the "how" of risk management through practical casestudies. The course has been designed to help experienced managers and officialsdevelop wide range of essential skills.Course Content: • Public Finance Management Act • Benefits of Risk Management • Risk Assessment • Risk Returns • Risk Management Systems • Internal Control SystemsLearning Outcomes:Delegates attending this course will learn how to: • Explain important risk management concepts, terminology, statutory requirements, benefits and limitations in the public sector financial administration environment; • Apply the principles of risk management to make a financial decision; • Determine and interpret the risk management process, including risk strategies, objective setting, risk identification, assessment, response, control activities and monitoring; • Understand the impact of risk in the work situation; • Analysing the effect of selected scenarios on a potential risk • Employ mechanisms and work practices to minimize risks.COURSE PROGRAMMEDay 1 • Introduction • Course objectives • Defining risk management concepts, terminology, statutory requirements, benefits and limitations • Responsibility for risk management in the public sector and statutory requirements • Benefits of risk management • Apply the principles of risk management and the risk management process • Control Environment • Objective setting • Risk identification
    • Day 2 • Risk assessment • Risk response • Information and communication • Control and Monitoring activitiesDay 3 • Practical application of theory will be enhanced by working through an integrated case study on risk management. • Applications of Risk Management • Employing mechanisms and work practices that minimize risks.For more information or to enquire about a specially customized version designedwith your precise needs in mind (in-house course), contact our BusinessDevelopment Manager on the number below.Mmanare RamalepeFax : 086 535 8088 or 086 663 0120Mobile : 073 730 5625 or 072 069 6629E-mail : afrithuto@gmail.com
    • Supply Chain Management Days: 3Course Outline:This course is designed to equip the delegates with clear understanding of publicsector policies and procedures relating to procurement, Public Finance ManagementAct, principles of supply chain management and supply chain optimization, supplychain relationships and ethics and codes of conduct in the public sector supply chainmanagement.Course Content: • Define Supply Chain Management; • The Legislative Framework; • Clarification of Roles and Responsibilities (Line Managers); • Demand (Needs Analysis, Procurement Plan, Specifications and Evaluation); • Registration of Suppliers: Ensure Goods/Services are Advertised; • Supplier Development; • Departmentally Specific Procurement Procedure; • Ensuring Quality; • Policies; • Fraud and Corruption; and • Thresholds.Learning Outcomes: • Describe the legislative and regulatory framework underpinning SCM in the context of the Public Entities sector; • Identify and apply the principles of supply chain management • Identify the implications of the introduction of SCM for specific areas of operation; • Apply supply chain management policies and procedures within the public sector • Prepare an action plan setting out the key steps in putting SCM principles into practice in the working environment by identifying potential pitfalls and generating creative solutions; • Utilise supply chain management systems and resources to fulfill the function effectively • Write a brief to commission consultants to comply with the requirements of SCM; • Draft a specification for the supply of goods or services based on competitive bidding; and • Properly evaluate bids for the supply of goods and services. • Secure and manage supplier contracts
    • COURSE PROGRAMMEDAY 1 1. Introduction • Evolution of procurement legislation • Define supply chain management: Overview and Summary • The Supply Chain Management Model • Application of the Model • Policy documents, practice notes, guidelines • SCM Objectives • Advancing government priorities through procurement • Preferential procurement • Professionalism in procurement • Clarification of roles and responsibilities (Line managers and SCM unit)DAY 2 2. Demand Management • Demand Planning – Identification of need – Market research – Procurement strategy – Specification of the goods or services required – Procurement plan development 3. Acquisition Management: • Requesting and receiving offers • Evaluation of offers • Engaging consultants • Functionality criteria • Bid Committees: Specification, Evaluation, Adjudication • Deviations ProcessDAY 3 4. Logistics Management • Warehousing • Inventory Management • Store versus Non store items • 5. Disposal Management • Clarify role of SCM and Asset Management • Disposal Committee • Disposal Database • Process of DisposalFor more information or to enquire about a specially customized version designedwith your precise needs in mind (in-house course), contact our BusinessDevelopment Manager on the number below.Mmanare RamalepeFax : 086 535 8088 or 086 663 0120Mobile : 073 730 5625 or 072 069 6629E-mail : afrithuto@gmail.com
    • Public Sector Budgeting Days: 3Course Outline:This course is designed to equip practitioner in the Government department andpublic sector institution at National and Provincial level with the skills and knowledgeto implement budgeting and financial management systems.Course Content: • Budgetary concepts; • The role of a budget in the public sector • The principles of Budgeting • The components of a budget within the public sector • Budgets Formats • Classification of budget data • Estimates of Annual BudgetLearning Outcomes: • Applying knowledge and understanding of the South African legislative framework for budgeting processes • Interpret budgets within a specific sector • Evaluating budgeting processes and procedures • Managing budgetary processes and data to ensure that they comply with time frames, integrated planning and legislative requirements. • Recommending and advising on the roles and responsibilities of role players in the budgetary process • Prepare and compile the budget in line with policy initiatives and prescribed amountsCOURSE PROGRAMMEDay 1 • Introduction to budgeting • Basic budgeting concepts and terminologies • Legislative and regulatory requirements of the budgeting process. • Linking budgeting with policy priorities • Relate strategic plans and programmes to the resources required to achieve them. • Integrating strategic planning and budgetingDay 2 • The budget as a planning tool • Identifying goals and aligning them with budget • Types of budgets • The production of robust and reliable operational plans • Strategic planning and the MTEF
    • • Preparation required for budgeting • Compilation of public sector budget • The use of systems and effective budgeting processesDay 3 • The budget as a source of inspiration • How to work effectively as a member of the team responsible for planning and producing the annual budget. • Identify the cost of resources required to support operational plans • The key role players in the public sector budgeting process • The budget as a in year management, monitoring and control toolFor more information or to enquire about a specially customized version designedwith your precise needs in mind (in-house course), contact our BusinessDevelopment Manager on the number below.Mmanare RamalepeFax : 086 535 8088 or 086 663 0120Mobile : 073 730 5625 or 072 069 6629E-mail : afrithuto@gmail.com
    • Finance for Non Financial Managers Days: 5Course Outline:The administration and management of public finance is governed by twocomponents: • The nature and extent of public finance; and • The critical significance of effective government spending.Staff who are directly involved in public finance perform particular activities to satisfythe requirement of public accountability. We must remember that even though staffwho are directly involved in public finance administer an extensive range of functionalactivities; this does not reduce the importance of other staff in the public sector, sinceadministrative functions also have indirect financial connotations.Although we differentiate between financial staff per se and other line and staffofficials, staff are specifically recruited, trained and utilized according to certainguidelines supported by these functional needs. As a result of the extent andcomplexity of public finance, specialist is required to accomplish objectives througheffective work performance, and here we mean the effective employment of publiccapital.DAY 1: Corporate Governance and the Public Finance Management Act (PFMA) • Corporate Governance; • Background to the Act; • Purpose of the Act; • Summary of the Act; • Categories of Expenditure; and • Overview of Treasury Regulations.The delegates should be able to: • Define and explain corporate governance; • Understand the various dimensions of corporate governance; • Relate corporate governance to the public sector; • Interpret the PFMA and Treasury Regulations.DAY 2: Budget compilation and costing in the public sector • Budget and legislative reforms; • Budget systems; • Linking budget and policy; • Medium Term Expenditure Framework (MTEF); • Role players in budgeting; • Departmental planning process; • Operational plans; • Costing concepts; • Cost behaviour; • Costing for decision-making; and • Costing an operational plan.
    • The delegates should be able to: • Describe the legislative framework that governs budgeting in government: • Analyze and apply the various budgeting systems in a department; • Show the linkage or relationship between budget and policy; • Explain the duties and functions of the key role-players in budgeting; • Relate MTEF to the process of budgeting in department; • Provide a clear description of budget compilation and costing in a government department; and • Outline the process of planning and budget control in a department.DAY 3: Standard Chart of Accounts (SCOA) • Fund structure; • Responsibility structure; • Objective structure; and • Schematic presentation of financial structure.The delegates should be able to: • Describe the evolution of SCOA in the public sector; • Understand the structure of SCOA in the process of managing government finances; and • Appropriately categorize the various departmental transactions in line with SCOA.DAY 4: Supply Chain Management (SCM) • Legislative environment; • Concept of SCM; • SCM Processes; • Implementation strategy; • Ethics and curbing fraud and corruption; • Appointment of Consultants; and • Competitive Bidding.The delegates should be able to: • Interpret legislation pertaining to SCM in a government department; • Understand the various SCM concepts in the public sector; • Analyze the process of SCM; • Understand ethics and ways of curbing fraud and corruption in SCM; and • Demonstrate and illustrate the process of appointing consultants and competitive bidding.DAY 5: In-Year Monitoring (IYM) • Background; • Reliability of information; • Rollovers; • Curtailment of expenditure; and
    • • Reporting formats.The delegates should be able to: • Explain the concept of IYM in the public sector; • Understand the evolution of IYM in the process of financial monitoring; • Understand the model of IYM presently used in financial management; • Calculate budget variances; • Draft a report in line with IYM requirements; and • Apply appropriate reporting formats.For more information or to enquire about a specially customized version designedwith your precise needs in mind (in-house course), contact our BusinessDevelopment Manager on the number below.Mmanare RamalepeFax : 086 535 8088 or 086 663 0120Mobile : 073 730 5625 or 072 069 6629E-mail : afrithuto@gmail.com
    • Project Management Days: 3Course Outline:This course is designed to equip public sector officials, specializing in PublicManagement and administration with the competences necessary to add value to theareas of functionality. The Project Management course will give you insights into theskills and knowledge required to successfully manage projects within the context ofthe public sector. The course will explores all projects phases such as a project lifecycle: problem analysis and project identification, planning, implementation,monitoring and evaluation and project closure.Course Content: • Principles, methods and techniques for scoping a project • Project Management tools • Managing project teams • Work breakdown structures • Project measurement toolsLearning Outcomes:The qualifying Delegates should be able to:• Demonstrate an understanding of project management principles as they relate to the public management and administration;• Outlines key project success and failure factors within their workplace;• Know the skills and processes to manage group dynamics and project teams effectively;• Successfully analyse problems, develop a feasible project strategy, plan, implement, control, and evaluate a project;• Apply key project management tools: Gantt chart, work breakdown structure, budget, and schedules;• Initiate and manage specific projects within the public management and administration• Successfully identify, understand and involve appropriate stakeholders in the project management process;• Know the key skills and processes to successfully delegate and manage time more effectively and efficiently;• Know the main processes and skills to manage conflict;• Be familiar with key issues related to outsourcing, and effective contract and tender management; and• Know the structures to write professional project reports and proposals.• Evaluate projectsCOURSE PROGRAMMEDAY 1:
    • • Describe the stages of a project • Define the stages of a project • An understanding of the need for continuous evaluation • Description of the project management life cycle • The human aspects of all projects • Team dynamics of a project • Establish the subtasks of project development • Determine the duration of each sub-taskDAY 2: • Establish, and describe the purpose of, project milestones • Determine the deliverables associated with project milestones • Establish task dependencies • Determine the resources required for a given project, both human and physical • Establish the goals of the project • Develop a plan of action for the project • Develop a timeframe for the project and a project activity schedule • Involve relevant stakeholders in the project activitiesDAY 3: • Review a range of evaluation methods • Select an appropriate evaluation method for a particular project • Design evaluation tools to apply the evaluation method • Use tools to evaluate key aspects of a project programme. • Analyse results gained through the use of the evaluation tools • Report on evaluation results • Make recommendations to improve the projectFor more information or to enquire about a specially customized version designedwith your precise needs in mind (in-house course), contact our BusinessDevelopment Manager on the number below.Mmanare RamalepeFax : 086 535 8088 or 086 663 0120Mobile : 073 730 5625 or 072 069 6629E-mail : afrithuto@gmail.com
    • Monitoring and Evaluation Days: 3Course Outline:This course is designed to equip public sector officials involved with the servicedelivery activities at managerial level with integrated theoretical and analyticalapproaches to evaluate the effectiveness of public policies and programs. Thecourse will assists the delegates with evaluating team performance according to theset requirements and performance monitoring criteria.Course Content:Models and types of Monitoring and Evaluation • types of evaluations • summative evaluation models • baseline Survey and data • outcomes and Impact evaluation IndicatorsMonitoring and Evaluation Methods and Tools • Methods and tools • Selection of Monitoring and Evaluation methods • Planning a monitoring system • Planning and evaluationData analysis and Report Writing • Analyzing data • Development of an evaluation report • Use of monitoring and Evaluation ResultsLearning Outcomes:The qualifying Delegates should be able to:• Demonstrate an understanding of and apply theories and concepts that apply to policy design, implementation and evaluation;• Demonstrate an understanding of and apply policy design success factors;• Apply needs assessment;• Explain and use performance monitoring criteria• Evaluate team performance using the given team performance reference framework• Maintain records resulting from evaluation of project plan• Know the structures to write professional project reports and proposals.• Evaluate and improve projectsCOURSE PROGRAMMEDAY 1Monitoring and Evaluation
    • • Monitoring and Evaluation Conceptualized • Need for Monitoring and Evaluation • Relationship between Monitoring and Evaluation • Government Wide Monitoring and Evaluation framework in the South African contextDAY 2Models and types of Monitoring and Evaluation • types of evaluations • summative evaluation models • baseline Survey and data • outcomes and Impact evaluation IndicatorsMonitoring and Evaluation Methods and Tools • Methods and tools • Selection of Monitoring and Evaluation methods • Planning a monitoring system • Planning and evaluationDAY 3Data analysis and Report Writing • Analyzing data • Development of an evaluation report • Use of monitoring and Evaluation ResultsFor more information or to enquire about a specially customized version designedwith your precise needs in mind (in-house course), contact our BusinessDevelopment Manager on the number below.Mmanare RamalepeFax : 086 535 8088 or 086 663 0120Mobile : 073 730 5625 or 072 069 6629E-mail : afrithuto@gmail.com
    • Legislative Mandate and Policy Development Days: 3Course Outline:This course is designed to equip public sector officials involved with the servicedelivery activities that require the use of public assets to render services to thecommunities. The course will enable learners to gain knowledge and skills in policyanalysis and review as well as in the development of relevant legislation and policyaffecting public administration.Course Content: • Theoretical models of policy making in public sector • Definition of policy and its applications • Types of policy • Role Players • The process of policy making in south Africa • The principles of governance and ethical behaviour within the public sector • Public sector legislation and policies • National, provincial and local government processes and structures • Policy design processes • Policy analysis • Policy formulation • Policy implementation and monitoring • Policy EvaluationLearning Outcomes:The qualifying Delegates should be able to: • Demonstrate an understanding of policy development, analysis and management process; • Explain the structure of public policy making in the South Africa context • Apply legislation to promote public sector management • Analyse factors affecting policy-making • Apply principles of good governance and ethical behaviour within a public sector setting • Applying financial management techniques in the implementation of sector specific policy programmes • Be familiar with key tools of policy management; • Identify and manage key stakeholders effectively; • Monitor and evaluate policies; • Apply policy processes in their own work environment; • Respond proactively to critical factors in the process of policy development and management; • Align departmental policies with national and provincial policies; • Be familiar with key policy success and failure factors; and • Structure and develop a policy document
    • For more information or to enquire about a specially customized version designedwith your precise needs in mind (in-house course), contact our BusinessDevelopment Manager on the number below.Mmanare RamalepeFax : 086 535 8088 or 086 663 0120Mobile : 073 730 5625 or 072 069 6629E-mail : afrithuto@gmail.com
    • Office Administration Days: 3Course Outline:This course is designed to equip public sector officials involved with public sectoradministration work at the practitioner level. The course will provide delegates withthe administrative services that meet and exceed the requirements laid down inperformance level agreements.Course Content: • Administrative function • Organisational policies and procedures • Office equipment • Document filing procedure • Business forms • Electronic – mail communication procedures • Telephonic communication procedures • Facsimile equipment techniques • Written and oral communicationsLearning Outcomes:The qualifying Delegates should be able to: • Identify functions of administration in the public sector. • Identify and use organisational policies and procedures to achieve work objectives • Identify and use work area systems to achieve agreed work objectives • Operate office communication systems.For more information or to enquire about a specially customized version designedwith your precise needs in mind (in-house course), contact our BusinessDevelopment Manager on the number below.Mmanare RamalepeFax : 086 535 8088 or 086 663 0120Mobile : 073 730 5625 or 072 069 6629E-mail : afrithuto@gmail.com
    • Strategic Planning Days: 3Course Outline:This course is designed to equip public sector middle and senior managers with theskills and knowledge to participate effectively in the strategic planning process withintheir department or municipality, irrespective of their position in the organisation. Thecourse will help the officials in planning better, which should lead to improved servicedelivery.Learning Outcomes:The qualifying Delegates should be able to: • Formulate vision and mission statements in a south Africa public sector legislative framework • Conduct a stakeholder analysis and develop a framework for a participation process • Identify key performance areas applicable to institutional strategies • Formulate institutional strategies • Demonstrate knowledge of the legislative framework • Formulate programs and develop methods for monitoring the implementation of a strategic plan and related programmesCOURSE PROGRAMMEDay 1 • Introduction • Basic concepts and terminologies • Key tasks • Strategic shifts • Need for strategic planning • The four strategic issues • Levels of strategyDay 2 • Strategic models • Formulating the vision, mission and values • Conducting a stakeholder analysis • Develop a framework for a participation process
    • • Identify key performance areas applicable to institutional strategies • Formulate institutional strategiesDay 3 • Legislative framework • A framework for evaluating and monitoring the implementation of a strategic plan and related programmes • Applying different matrixes • Organisation and corporate culture • Strategic control and evaluationFor more information or to enquire about a specially customized version designedwith your precise needs in mind (in-house course), contact our BusinessDevelopment Manager on the number below.Mmanare RamalepeFax : 086 535 8088 or 086 663 0120Mobile : 073 730 5625 or 072 069 6629E-mail : afrithuto@gmail.com
    • Customer Service Days: 2Course Outline:This course is designed for public sector officials with service delivery functionsrelated to communities or other stakeholders. The course is aimed at thedevelopment of administration skills of South African public officials, publicadministration supervisor and other role players which in turn leads to thedevelopment of improved service delivery to communitiesLearning Outcomes:The qualifying Delegates should be able to: • Identify customer needs; • Differentiate between good and bad service; • Identify one‫ۥ‬s role in the service delivery plan; • Implement service delivery improvements that contribute to the achievement of overall public sector objectives; • Demonstrate an ability to deal with difficult customers; • Recognise and apply the principles of Batho Pele in servicing customersFor more information or to enquire about a specially customized version designedwith your precise needs in mind (in-house course), contact our BusinessDevelopment Manager on the number below.Mmanare RamalepeFax : 086 535 8088 or 086 663 0120Mobile : 073 730 5625 or 072 069 6629E-mail : afrithuto@gmail.com