Trainer on Customer Service, Time Management and Stress Management

The Family Assistance Program (FAP) offers a regular migration route for vulnerable migrants and is funded by the German Federal Foreign Office. The international FAP team assists migrants in filling out forms for visa application and checks the required documents for their completeness. This process is particularly important, as family members of migrants entitled to protection in Germany often have to wait a long time for an appointment at the embassies.

• Project Context and Scope: We plan on having a full day training on 28 September 2023, including coffee breaks and a lunch, to discuss ways of improving the way we deal with the population that we assist and falls under FAP caseload (assisting families residing in Syria to get reunited with their direct family member in Germany). In addition to that, we are planning to have one session on improving our time management skills, and finally, tools and tips on how to better manage the stress caused by the nature of our work. 

• Deliverables: 

  1. Training for Assisting Syrian Families: 

Tailor training for customer service dealing with vulnerable Syrian families. Address cultural sensitivities, emphasize effective communication, integrate trauma-informed approaches, provide language support, and equip teams for crisis management. 

    2. Enhancing Time Management: 

Teach prioritization methods like Eisenhower Matrix, time-blocking techniques, and goal setting. Introduce task management tools and promote batching tasks to optimize productivity. 

    3. Stress Management Strategies: 

Introduce mindfulness practices and stress awareness exercises. Emphasize work-life balance, encourage peer support, and highlight the importance of self-care routines for coping with work-related stress. 

• Performance indicators for the evaluation of results : Feedback and satisfaction survey from the participants on the quality of the training delivered. 

• Education, Experience and/or skills required 

A degree in Business Administration, Psychology, Human Resources, Communication, Social Work, Education, or Public Health. Certifications and practical experience in relevant fields. 

Relevant experience/knowledge delivering trainings in humanitarian customer service, time management, and stress management. Practical experience in customer service, time management, stress coping, presentation, and leadership roles. Experience in humanitarian or social contexts, conflict resolution, and adaptability are a plus. 

All IOM personnel are expected to share/ have the below values and competencies

Values 

1. Inclusion and respect for diversity: respects and promotes individual and cultural differences. Encourages diversity and inclusion. 
2. Integrity and transparency: maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct. 
3. Professionalism: demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges. 
4. Courage: demonstrates willingness to take a stand on issues of importance. 
5. Empathy: shows compassion for others, makes people feel safe, respected and fairly treated. 

Core Competencies – behavioural indicators 

1. Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results. 
2. Delivering results: produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes. 
3. Managing and sharing knowledge: continuously seeks to learn, share knowledge and innovate. 
4. Accountability: takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.  
5. Communication: encourages and contributes to clear and open communication. Explains complex