The Five Core Roles of Leaders (New)

Cost: TT$1,595

Overview

This program prepares students to become 21st-century leaders in a very dynamic era. They will appreciate the true meaning of responsible leadership, how they impact influence, and the five core roles of every leader: Strategic Planning; Performance Management; Employee Motivation, Team Building; and Change Leadership.

Objectives

At the end of this course participants will be able to:

1. Understand the fundamentals of Leadership and the leader’s presence
2. Think & Act Strategically
3. Manage & Measure organization & individual performance
4. Motivate Employees & Building great teams
5. Lead Change effectively

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Principles of Employment Law & Industrial Relations

Cost: TT$1,595

Overview

It is important for any organization to ensure that its human relations practices can stand up to the scrutiny of challenges from the government, employees, their representatives, or any other stakeholders. Good Industrial Relations practices add value to organizational performance and contribute positively to employees' morale and economic development.

This programme will provide an overview of the principles of Employment law and the practices of good Industrial Relations. References will be made to the relevant labour laws of Trinidad and Tobago and Court judgments; and insights will be provided into some of the approaches that can assist in reducing grievances and other work related issues, thus minimizing time spent on treating with labour disputes.

Outcomes

At the end of this programme participants will:

• Understand the basic legal principles governing the employer/employee relationship and what amounts to good industrial relations practices;
• Have an insight into the various labour laws that impact the employment relationship in Trinidad and Tobago;
• Recognize the importance of having an effective disciplinary process that adopts and applies the principles of natural justice;
• Have an insight into what our Industrial Court would expect of the employer and the employee, by examining a number of landmark judgments.
• Have an understanding of what amounts to good Industrial Relations practices in a Covid world
• Be better informed on the procedures to be followed in treating with employment related issues such as absenteeism, misconduct, poor work performance, job abandonment, redundancy and grievances as they arise;
• Be better prepared to meet and treat with workers and their representatives on a range of matters including the collective bargaining process, workplace investigations, and the disciplinary process;
• Have a better understanding of progressive disciplining of employees, from the issuance a warning, to suspension, and ultimate dismissal.

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Negotiation Skills (New)

Cost: TT$1,595

Overview

We live in a world defined by constant interactions, both personally and professionally. The ability to negotiate effectively is a critical skill that can empower you to navigate challenges, resolve conflicts, and create mutually beneficial outcomes. In this course, we will delve into the fundamental principles of negotiation and explore its significance in diverse contexts. From resolving conflicts to fostering relationships and achieving win-win solutions, negotiations play a pivotal role in shaping our interactions and influencing outcomes.

We will explore why we need to hone our negotiation skills, the benefits of being able to negotiate effectively and navigate the negotiating process. With the aid of case studies and real life scenarios, we will apply knowledge gained.

Objectives

At the end of this course participants will be able to:

1. Understand the relationship between conflict and negotiation
2. Explore the benefits of negotiation skills
3. Identify the key roles and responsibilities required by the negotiation team
4. Master the negotiation process
   • Preparation
   • Opening Position
   • Bargaining
   • Movement
   • Closing
5. Apply skills in Real World Scenarios

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Essentials of Person-Centered Alzheimer's and Dementia Care

Cost: TT$500

Overview

This one-day workshop is designed to enhance participants' knowledge about person-centered communication and caregiving strategies that may be used by those who care for persons living with dementia, specifically Alzheimer's disease. Topics include: types of dementia; ten warning signs of dementia; stages of progression associated with Alzheimer's Disease; and, strategies for communicating and providing physical, emotional, and medical care for persons with dementia.

Objectives

At the end of this course participants will be able to:

1. demonstrate an understanding of Alzheimer's disease and related dementias and their impact on the cognitive function and communication of persons living with dementia.
2. identify the 10 Warning Signs of Alzheimer's disease and other dementias.
3. describe the stages of Alzheimer's disease to highlight the progressive and degenerative nature of the disease.
4. discuss the goals of effective caregiving used to promote the physical, emotional, and social well-being of persons living with various stages of Alzheimer's dementia.
5. employ verbal and non-verbal strategies to enhance communication, minimize negative and harmful behaviours, and support families and caregivers in their care of persons living with dementia.
6. explore the components of effective self-care to promote the physical, emotional, and social well-being of persons who care for those living with dementia.
7. Respect the opinions of others and willingly exchange ideas.

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Resource & Operations Management (TTMA)

Cost: TT$1,250 Non-TTMA members, TT$750 TTMA members

Overview

This four (4) day module is specifically designed to provide small business owners with an understanding of the basic concepts, principles, procedures and techniques underlying basic processes in managing resources and operations in an efficient way. Resource and operations management is a key factor in any organization to minimize cost and maximize efficiency. The module will provide SMEs with the understanding and skills to design and control the process of converting materials and labour into the goods and services using and efficient production process.

Objectives

At the end of this course participants will be able to:

1. Understanding the fundamentals of decision making tools
2. Prepare and apply the decision making tree concept
3. Identify ten (10) critical decisions
4. Formulate Operation Management Strategies
5. Develop an efficient operations process design
6. Participate in quality function deployment
7. Explain the concept of procurement
8. Define aggregate planning and its methodologies

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The Art of Customer Service

Cost: TT$1,050

Overview

Welcome to The Art of Customer Service: Delivering World-Class, Holistic Customer Care, an engaging and dynamic online workshop designed to equip you with the essential tools, strategies, and knowledge needed to excel in customer care. This course offers an immersive, interactive experience that focuses on developing the skills required to provide exceptional, comprehensive service to every stakeholder you serve.

In this workshop, you’ll learn how to master the key components of world-class customer care, including time management, communication techniques, and the critical art of effective listening. Beyond these foundational skills, we’ll dive into the importance of ethics, conflict resolution, and how to foster meaningful, lasting relationships with customers. Whether you're interacting with clients, team members, or other stakeholders, this course will provide the holistic approach needed to consistently exceed expectations and elevate your customer service delivery to new heights.

By the end of this course, you’ll be empowered with a comprehensive skillset to approach every customer interaction with confidence and professionalism, ensuring that you not only meet but exceed the standards of world-class holistic and seamless customer care.

Objectives

At the end of this course participants will be able to:

1. Clearly define Holistic Customer Care.
2. Differentiate between merely serving the customer and delighting the customer.
3. Understand the concept of adopting Holistic Customer Care as a lifestyle.
4. Identify valuable personality traits, which can support World Class and Seamless Holistic Customer Care.
5. Set realistic goals that can aid in the delivery of world class holistic and seamless customer care.
6. Understand the importance of ethics in delivering holistic and seamless customer care.
7. Have tools and strategies to become better customer care professionals.
8. Understand and start to purposefully create a personal brand as a customer care professional.
9. Present themselves professionally.
10. Have strategies for stress management in situations of conflict, when interacting with difficult customers and customer complaints.
11. Provide world class and seamless holistic customer care to E-Customers.
12. Understand how world class holistic customer care, can be a differentiating factor and its impact on their "bottom line".

"Ready to elevate your customer service skills and deliver exceptional customer care? Enroll in The Art of Customer Service today and start mastering the strategies that will set you apart as a world-class service provider!"

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