| Location | Duration | Kenyan Cost | Non-Kenyan Cost | Upcoming Schedules |
|---|---|---|---|---|
| Nairobi, Kenya | 5 Days | KES 115,000 | USD 1,500 | Enroll |
| Kigali, Rwanda | 5 Days | USD 1,900 | USD 1,900 | Enroll |
| Kampala, Uganda | 5 Days | USD 1,900 | USD 1,900 | Enroll |
| Dar es Salaam, Tanzania | 5 Days | USD 2,000 | USD 2,000 | Enroll |
| Dubai, UAE | 5 Days | USD 3,900 | USD 3,900 | Enroll |
| Abuja, Nigeria | 5 Days | USD 4,000 | USD 4,000 | Enroll |
| Accra, Ghana | 5 Days | USD 4,000 | USD 4,000 | Enroll |
| Pretoria, South Africa | 5 Days | USD 3,900 | USD 3,900 | Enroll |
| Start & End Date | Duration | Kenyan Cost | Non-Kenyan Cost | Enroll | |
|---|---|---|---|---|---|
| Oct 12–Oct 20, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Oct 26–Nov 03, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Nov 09–Nov 17, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Nov 23–Dec 01, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Dec 07–Dec 15, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Dec 21–Dec 29, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jan 04–Jan 12, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jan 18–Jan 26, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Feb 01–Feb 09, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Feb 15–Feb 23, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Mar 01–Mar 09, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Mar 15–Mar 23, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Mar 29–Apr 06, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Apr 12–Apr 20, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Apr 26–May 04, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| May 10–May 18, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| May 24–Jun 01, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jun 07–Jun 15, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jun 21–Jun 29, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jul 05–Jul 13, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jul 19–Jul 27, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Aug 02–Aug 10, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Aug 16–Aug 24, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Aug 30–Sep 07, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
About the Course
Members often make important retirement decisions with limited understanding of how their pension works, what their benefits may be worth or what actions they need to take. Poor communication can increase complaints, reduce trust, lead to unrealistic expectations and weaken retirement preparedness. Pension communication must therefore translate complex financial and regulatory information into clear, accurate and actionable messages for different member groups.
This course helps pension institutions design effective member communication throughout the pension lifecycle. It covers communication strategy, member education, benefit statements, digital channels, retirement communication, financial literacy, complaints, vulnerable members and communication evaluation. Participants learn how to simplify technical information without sacrificing accuracy, segment audiences effectively and use communication as a tool for improving service, compliance and member confidence.
The course recognizes that effective communication is essential to member trust, informed retirement decisions and the perceived value of a pension scheme. Participants will learn to simplify complex pension information without sacrificing accuracy, segment communication for different member groups, select appropriate channels and use feedback and service data to improve communication over the full member journey.
Target Participants
Pension member service teams, communication officers, administrators, HR pension teams, trustees, scheme secretaries, customer experience managers, compliance professionals and professionals responsible for member education.
What You Will Learn
By the end of this course, participants will be able to:
- Develop a pension member communication strategy.
- Segment members according to communication needs.
- Analyse pension concepts in clear, accessible language.
- Design improvements to benefit statements and mandatory disclosures.
- Use digital channels appropriately.
- Develop measures to strengthen retirement and financial literacy communication.
- Design improvements to complaint and difficult-message handling.
- Measure the effectiveness of member communication.
Course Duration
- Classroom – 5 Days
- Online – 7 Days
Course Outline
Communication Strategy
- Communication objectives
- Audience segmentation
- Message planning
- Communication calendar
- Communication governance, objectives and audience priorities
Member Education
- Pension basics
- Contribution awareness
- Benefit understanding
- Member responsibilities
- Education needs assessment and learning effectiveness
Benefit Communication
- Benefit estimates
- Retirement options
- Transfers and withdrawals
- Survivor benefits
- Benefit verification, authorization and exception controls
Pension Statements
- Statement structure
- Plain-language explanations
- Key assumptions
- Disclosure requirements
- Statement accuracy, clarity and disclosure controls
Digital Communication
- Email and SMS
- Member portals
- Mobile channels
- Digital accessibility
- Channel governance, accessibility and data privacy
Financial Literacy
- Retirement income concepts
- Inflation and purchasing power
- Savings behavior
- Investment risk basics
- Behavioural barriers and decision-support techniques
Member Engagement
- Town halls
- Webinars
- Member surveys
- Feedback loops
- Engagement measurement and feedback loops
Complaints Communication
- Complaint acknowledgement
- Difficult conversations
- Resolution updates
- Escalation communication
- Complaint escalation, service recovery and learning
Retiree Communication
- Transition-to-retirement information
- Pension payroll communication
- Life-event updates
- Fraud awareness
- Communication across retirement transition stages
Communication Performance Evaluation
- Reach metrics
- Engagement metrics
- Comprehension testing
- Continuous improvement
- Communication KPIs and improvement actions
Practical Outputs
Participants will develop or work with the following tangible outputs during the programme:
- Member communication needs assessment
- Member segmentation map
- Annual pension communication plan
- Benefit statement review checklist
- Complaints response protocol
- Communication performance dashboard
Training Approach
Participants rewrite sample pension communications, review member statements, segment audiences and develop a practical communication calendar. Role-based exercises are used for difficult conversations, complaints and retirement guidance.
Organizational Benefits
- More targeted pension communication based on member needs
- Improved clarity of benefit statements and retirement information
- Higher consistency across digital and traditional communication channels
- Stronger member financial-literacy support
- Better complaints communication and service recovery
- More measurable communication effectiveness and engagement
Certification
Participants who successfully complete this course will receive a Certificate of Course Completion from Devimpact Institute, recognizing the knowledge, practical skills and competencies developed through the programme.
Tailor-Made Course
This course can be customized and delivered as an in-house programme to address the specific policies, systems, sector context and capacity-development priorities of an organization. The course duration, modules, case studies and practical exercises may be adjusted following a training needs assessment.
