The Lagos State Traffic Management Authority (LASTMA) has commenced a three-day refresher training for its personnel, focusing on emotional intelligence, customer service, communication, operational standards and data protection.
The training, which began in Lagos, is designed to improve the professionalism and efficiency of officers who interact directly with members of the public and other stakeholders.
The programme was organised by MACTAY CONSULTING, a strategic training partner of LASTMA, following a Training Needs Assessment (TNA) conducted among the agency’s Contact Centre Agents and Support Staff.
The assessment identified areas requiring improvement, which were subsequently developed into eight training modules.
The modules include Building Professional Customer Interactions, Communication Skills, Emotional Intelligence, Customer Experience Excellence, Contact Centre Operations, Work-Life Balance and Stress Management, Operational Standards, and Data Protection and Information Security.
Participants include Zonal Heads, Digital Complaints Centre Officers, Dispatch and Monitoring Centre personnel, Physical Complaints Officers, Communication Room Officers, Public Relations Department personnel and Front Desk Officers.
Speaking at the commencement of the training, LASTMA General Manager, Olalekan Bakare-Oki, said that continuous training had become necessary due to the changing nature of traffic management and the increasing expectations of road users.
Bakare-Oki commended the Lagos State Government for supporting the agency’s human-capital development efforts.
He said, “The rapidly evolving nature of traffic management necessitates continuous learning, professional reinvention and an unwavering commitment to internationally recognised best practices.”
The LASTMA boss said the growing population of Lagos, increasing vehicular density and changing demands from motorists required officers to continually upgrade their skills.
He charged the participants to apply the knowledge gained from the training to their daily duties, stressing that the exercise should produce measurable improvements in service delivery.
“Training should not be perceived merely as an academic exercise, but rather as an institutional instrument for converting knowledge into measurable improvements in service delivery, operational efficiency, public engagement and traffic management outcomes,” he said.
Bakare-Oki also urged LASTMA officers to exercise greater emotional intelligence, courtesy, empathy, professionalism and accountability when dealing with members of the public.
According to him, every interaction between an officer and a road user could either build or damage public confidence in the agency.
He said, “Every point of contact with a road user represents an opportunity to reinforce public confidence in the Agency and strengthen the relationship between LASTMA and the motoring public.”
The General Manager also acknowledged the role of MACTAY CONSULTING in organising the programme, saying partnerships with professional training organisations were important to exposing LASTMA personnel to contemporary practices and global standards.
The agency said the training would also improve officers’ understanding of workplace stress management, strengthen adherence to operational procedures and increase awareness of data protection and information-security requirements.
LASTMA said the initiative formed part of its broader effort to reposition the agency as a professional, technology-driven and citizen-focused traffic management institution.
The training is expected to run for three days.
**Security News Alert**
