CSBPD equips Professionals with Enhanced Skills

The Centre for Strategic Business and Professional Development (CSPD) of GCTU has successfully hosted two training programmes on “Effective Communication and Frontline Excellence” and “Digital Transformation in HR,” held from September 1-5, 2025, at the Forensic Lab and VC’s Conference room, respectively.

The two events brought together selected staff from different organizations. Specifically, “Effective Communication and Frontline Excellence” was tailored for selected staff of Quality Control Company Limited, a subsidiary of COCOBOD, while “Digital Transformation in HR” drew individuals from diverse organizations.

The Head of Admissions at GCTU and a Deputy Registrar, Dr. Kwame Owusu-Ansah Owusu Afram, facilitated the Digital Transformation in HR (DTHR), highlighting its strategic importance. He emphasized, that DTHR involves leveraging digital technologies, data analytics and automation to revolutionize and enhance organizational HR functions. “This shift from paper-based systems to digitalization transforms how HR operates, focusing on data-driven and employee-centric approaches,” Dr. Owusu Afram elaborated. He indicated at the beginning of the training that participants would be equipped with skills to:

• Integrate Human Capital Management (HCM) systems, including payroll, benefits, performance, talent management and training.
• Leverage Artificial Intelligence (AI) and Machine Learning (ML) for tasks like CV screening, interview scheduling and employee query response.
• Apply People Analytics to gain insights from HR data, informing strategic decisions.

In another development, a Customer Experience Consultant and a Resource Person, Mrs. Josephine Wunpini Akoto, expertly led the “Effective Communication and Frontline Excellence” training programme, sharing expert insights and best practices. She noted that workplace communication encompasses verbal (meetings, calls), non-verbal (body language, tone), and written (emails, memos) exchanges across internal teams and external stakeholders. “Effective communication is crucial in front desk roles, as clarity ensures seamless guest experiences, minimizes conflicts and positively reflects on the organization.

Poor communication can have significant financial implications, costing organizations billions annually,” Mrs. Wunpini Akoto elaborated. She further added that workplace communication goes beyond mere information exchange, encompassing verbal, non-verbal, and written interactions that significantly impact organizational efficiency and culture. She stressed the importance of the front desk, where every interaction, whether in-person, phone or email, makes a lasting impression. Mrs. Wunpini Akoto provided insights into the 7 Cs of effective communication: Clarity, completeness, correctness, conciseness, consideration, courtesy and concreteness. She further added, that the 7 Cs framework is a valuable tool for ensuring clear and impactful communication.

Mrs. Wunpini Akoto highlighted barriers to effective communication, including filtering, emotional state, use of jargon, use of conflicting signals, informational overload, poor listening habits, distance and environmental barriers. She also covered additional topics, such as professional front desk services, telephone etiquette and complaint handling, visitor and access management and telephone exchange systems and protocols.

Earlier in her opening remarks, the Director of CSBPD, Mrs. Araba Hackman Akanji emphasized the Centre’s ongoing commitment to delivering high-quality, non-academic programmes that cultivate leadership development, enhance professional skills and provide specialized industry training.

In her closing remarks, Mrs. Hackman Akanji highlighted GCTU’s diverse academic offerings, spanning diplomas to PhDs and encouraged participants to explore further education opportunities at GCTU. On behalf of Management, she expressed her gratitude to the facilitators for sharing their expertise and to the participants for their active engagement, which contributed significantly to the training’s success.

Mrs. Hackman Akanji encouraged participants to cascade their knowledge to colleagues and become ambassadors, promoting GCTU’s training programmes benefits.
The training programme concluded on a successful note, with participants earning certificates that recognize their newly-enhanced skills and knowledge.