By Peace Udugba
Three-day refresher programme targets professionalism, communication, emotional intelligence and data security
The Lagos State Traffic Management Authority (LASTMA) has commenced a three-day modularised refresher training programme aimed at strengthening the professional competence of its personnel and exposing them to emerging global trends and best practices in traffic management and customer service.
The capacity-building programme, organised by MACTAY CONSULTING, a strategic training partner of LASTMA, was developed following a comprehensive Training Needs Assessment (TNA) conducted among LASTMA Contact Centre Agents and Support Staff.
The assessment identified key competency gaps, which were subsequently addressed through eight structured learning modules designed to improve efficiency, professionalism and service delivery across the agency’s critical operational interfaces.
The modules cover 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 in the three-day programme include Zonal Heads, Digital Complaints Centre Officers, Dispatch and Monitoring Centre (DMC) personnel, Physical Complaints Officers, Communication Room Officers, Public Relations Department (PRD) personnel and Front Desk Officers.
Speaking at the commencement of the training, the General Manager of LASTMA, Mr Olalekan Bakare-Oki, commended the Lagos State Government for its continued support for the professional development and capacity building of the agency’s personnel.
Bakare-Oki said the government’s commitment to human-capital development was crucial to building a more responsive, technologically adaptable and citizen-centred traffic management institution.
He noted that the changing nature of traffic management required continuous learning, professional development and adherence to internationally recognised standards, particularly as Lagos experiences rapid urbanisation, rising vehicular traffic and increasing expectations from road users.
The General Manager charged participants to translate the knowledge acquired during the training into measurable improvements in their daily responsibilities.
He stressed that training should go beyond classroom learning, describing it as an institutional tool for improving service delivery, operational efficiency, public engagement and traffic management outcomes.
Bakare-Oki also urged the officers to demonstrate emotional intelligence, courtesy, professionalism, empathy and accountability in their dealings with members of the public.
According to him, every interaction between LASTMA personnel and road users provides an opportunity to build public confidence in the agency and strengthen its relationship with the motoring public.
He also acknowledged the contribution of MACTAY CONSULTING to the organisation and delivery of the programme, noting that strategic partnerships could help expose LASTMA personnel to contemporary professional practices and emerging global standards.
The training is expected to enhance participants’ understanding of modern customer-service principles, improve communication and interpersonal skills, promote healthier approaches to workplace stress and reinforce compliance with operational, data protection and information-security standards.
The initiative further underscores LASTMA’s commitment to continuous capacity development as part of efforts to strengthen the agency’s professionalism, technological readiness, responsiveness and people-oriented approach to traffic management.
