When an organization undergoes profound structural transformation, its leaders require specialized skills to navigate the challenges ahead. Recognizing this need, the World Customs Organization (WCO) conducted an intensive two-week Leadership and Management Development (LMD) workshop in October 2015 for senior executives of the Botswana Unified Revenue Service (BURS) in Gaborone.
Capacity Building as Catalyst for Customs Modernization
The workshop formed part of WCO's broader capacity building initiative, funded by Finland's Ministry for Foreign Affairs through the "Customs Modernization Capacity Building for Eastern and Southern Africa" (ESA) project. This regional program aims to enhance customs administration capabilities to facilitate trade and economic development. Botswana's selection as a pilot country reflected WCO's confidence in BURS's reform potential and its anticipated role as a regional exemplar.
Interactive Workshop Develops Critical Leadership Competencies
From October 5-16, 2015, nineteen senior managers representing diverse BURS departments—including regional managers and heads of customs operations—engaged in an immersive learning experience. The curriculum addressed pressing organizational needs through modules on:
- Vision development and strategic planning
- Negotiation techniques
- Personnel management strategies
- Change management methodologies
- Strategic communication skills
Participants employed case studies, group discussions, and role-playing exercises to examine leadership's pivotal role in organizational transformation. The interactive format fostered knowledge sharing among managers with varied operational perspectives.
Personal Breakthroughs and Organizational Impact
Many attendees described the workshop as both practically valuable and personally transformative. Through structured self-assessment activities, managers gained clarity about their leadership strengths and development areas—particularly in self-awareness, team management, and guiding organizational change.
Acting BURS Commissioner Mr. Lekau emphasized the program's strategic importance, identifying participants as change agents who will drive structural and procedural reforms. He stressed that enhanced leadership capabilities would enable BURS to adapt to evolving operational environments while capitalizing on growth opportunities.
Key Learning Outcomes
The workshop's most significant contributions included:
- Strategic Alignment: Managers acquired tools to harmonize customs operations with national development objectives through systematic opportunity analysis and response planning.
- Stakeholder Engagement: Negotiation training equipped leaders to balance competing interests while advancing organizational priorities during critical discussions.
- Talent Optimization: Personnel management modules addressed employee motivation, team dynamics, and performance evaluation to maximize workforce potential.
- Change Navigation: Practical frameworks helped managers communicate transformation initiatives, address resistance, and implement sustainable reforms.
- Communication Mastery: Participants refined active listening, persuasive messaging, and feedback techniques to strengthen internal and external relationships.
WCO's Global Leadership Development Framework
The LMD program represents WCO's commitment to strengthening customs administrations worldwide through executive education. Beyond workshops, the initiative offers digital learning platforms, expert consultations, and cross-border knowledge exchanges covering essential competencies like risk management and regulatory compliance.
Sustaining Botswana's Customs Advancement
While the workshop established a strong foundation, maintaining momentum requires ongoing effort. BURS can institutionalize progress by:
- Establishing continuous learning systems and internal knowledge-sharing mechanisms
- Implementing performance management processes that link individual development to strategic goals
- Creating feedback channels for process improvement suggestions
- Pursuing international partnerships to exchange best practices
Through these measures, Botswana's customs authority can consolidate its modernization achievements while serving as a reference point for other developing nations undertaking similar reforms.