Anita Franov

Senior Management Associate, Spearhead Training, UAE

Anita is an Australian national who has resided in the U.A.E for the past 12 years. She is a dedicated, self-motivated professional, with extensive experience in customer service and leadership, and the ability to achieve positive results with adults from diverse social and cultural backgrounds.

After seven years in Sales and Marketing in Australia, Anita arrived in the U.A.E to join Emirates Airline. During her employment with Emirates, Anita was promoted through the ranks to a senior leadership role and Safety Emergency Procedures Trainer. Her responsibilities included Safety Training for newly hired staff - both practical and theoretical - and ensuring all Safety and Emergency Procedures standards were met in accordance with governing regulations. She was also responsible for the facilitation of annual refresher courses, and Customer Relationship Management programmes for key company employees. In her training capacity, she was able to extend her experience to course design and creation of training plans.

In 2005, Anita left Emirates and joined a U.A.E private V.I.P Charter Airline, where she was responsible for leading, facilitating, and managing, all resources to provide excellence in customer service. This required superior customer service skills, to meet, and exceed, all requirements and expectations for V.I.P clients, including world leaders such as the British Prime Minister. In this challenging role, her leadership skills and training background were implemented within the organization to include a comprehensive programme of soft skills training for newly appointed staff, service training, safety training, supervisory training, and performance coaching.

Anita has a key understanding of the importance of Health and Safety standards within any work environment. She believes that education and training for employees and Risk Management are essential for the prevention of incidents and accidents. Currently Anita is studying for a diploma in Occupational Health and Safety to further enhance these skills.

Anita is passionate about inspiring others, and practises strong communication skills and effective facilitation in the training room, to establish individual needs and prepare and deliver appropriate and relevant training.

Anita joined Spearhead Training in 2008. She is able to deliver the following courses:

Management & Leadership
> Supervisory Management Skills
> Appraisal Skills
> Leading High Performance Teams

Customer Service
> Customer Focused Management
> Etiquette For Excellent Customer Service
> Improve Your Telephone Skills – How To Win & Keep Customers
> Telephone Skills & Customer Care

Personal Development
> Brilliant Body Language!
> Be A Better Listener- Active Listening Skills
> Developing Effective Interpersonal & Communication Skills
> Self & Time Management
> Assertiveness Skills & Dealing With Difficult Situations

HR Management & Training
> Interviewing Skills – For Recruitment & Selection
> Train the Trainer – Group Training Techniques

Sales & Marketing
> Presentation Skills- Making A Powerful Impact On Any Audience
> Improving Your Sales Skills - The Key Elements Of Successful Selling

Course Directory

Consultancy Services

Spearhead Training

"Dedicated presentation by the tutor. Helped us know more about managing your time, in an appropriate manner."
Time Management -
FMCG Industry