Conflict is a fact of life. It is inevitable. How we deal with it is what is important. It is defined as a disagreement through which the parties involved perceive a threat, to their needs, interests or concerns. Normal healthy organisations will experience their share of conflict, and anticipating conflict is useful for transforming these situations into opportunities for growth and learning.

This programme is intended to provide some concepts related to conflicts, symptoms of conflict, and techniques for resolving conflict as well as strategies for effective negotiation. It is highly interactive and includes classroom exercises and role-plays to further enhance the concepts and techniques taught.

Topics include:

• Defining Conflict
• Symptoms of conflict
• Conflict styles – what is your style
• Responses to conflict
• Managing conflict
• 7 steps to Managing Conflict
• Communication skills for resolving conflict
• The Negotiation process
• Alternative Dispute Resolution
• Exercises / role play

Target:

Business Professionals who encounter conflicts internally and externally and have to negotiate.

At the end of this programme, participants will be expected to:

• further develop skills in negotiating and managing conflicts
• understand the approaches used in conflict management
• develop communication skills to improve your ability to manage conflict
• identify the risks associated with conflict avoidance.
• improve preparation and planning skills for negotiations.
• develop confidence to use negotiation skills in personal and professional practice

Each participant will receive a Certificate upon successful completion of the programme.

The internet has become the world"s standard for delivery of all types of information: health, business, current affairs, educational information, and entertainment to name a few. Almost everything that an individual can think about researching can be found on any number of websites and part of the attraction of the internet is the instantaneous nature of search results and the availability of information. However, the information is only as good as the website which hosts it and that is dependent on the abilities of the web designer.

The language of web design is HTML (Hyper Text Markup Language) and this course will allow for the participant to learn HTML from scratch and move beyond using "WYSIWYG" (what you see is what you get) editing tools. It is designed for the student with minimal knowledge of creating HTML files by hand. Participants will be introduced to the structure of HTML documents, proper mark–up techniques, and the concept of validation. Participants will start by using a plain text editor to write HTML and use an FTP programme to upload the pages to the Internet.

1. Identify the basic structure for an HTML document
2. Understand and know which DOCTYPE declaration to use and why
3. Learn how to insert META tags and why they are needed
4. Use an FTP program to transfer files to a web server
5. Plan a website

1. Understand the difference between Inline elements and Block–level elements
2. Understand which tags must be closed and the order to close them

1. Learn how to create links to other pages/sites
2. Be able to insert Images into a web page

1. Understand the basic ways a search engine works
2. Learn the basic structure of a table
3. Learn how to combine table rows and columns for layout
4. Build properly nested tables

1. Understand the structure of forms
2. Be able to create forms that can return the responses via email
3. Understand how the validating process works
4. Be able to create 'valid' html files according to the W3C specifications

1. Understand and be able to insert lists into the document
2. Learn how to use character entities
3.  Build complex list structure

1. Create basic forms for website

1. Understand basic CSS
2. Be able to incorporate CSS into a web page
3. Be able to link a web page to a style sheet
4. Be able to create CSS classes that can be re–used throughout a web site

1. Discussion on domain names and search engines

1. This lesson incorporates all of the previous lessons in the creation of a functional web site

• Persons with an Interest in Web design.
• Organisations interested in building a web presence.

Upon completion of the training programme, participants should have gained the fundamental practical knowledge to build a functional website. Specifically, the participant should be able to:

1. Understand the fundamental constructs of a webpage.
2. Construct tables on a webpage.
3. Use Cascading Style Sheets (CSS) to format a webpage.
4. Create html forms and complex list structures.
5. Understand the foundation concepts of domain names and the basic functions a search engine.

Each participant will receive a Certificate upon successful completion of the programme.

Taking the time to effectively design a database can save a lot of wasted time and frustration later down the line; proper design affects the usefulness of your database and impacts your organisation directly.

Database design is crucial to effectively implement a relational database. Participants in this workshop will have the opportunity to understand the concepts of databases, learn how to model data, database construction, and develop a database in a business environment. These skills are fundamental to managing database–backed websites, or any relational database application in organisations.

Structured Query Language (SQL) can be used to manipulate data in many different types of DBMS such as MySQL, Oracle, DB2, Microsoft SQL Server, and Microsoft Access. In this course, participants will learn how to use SQL to retrieve, store or update data in Microsoft Access.

This course is built on practical examples, illustrations and detailed explanations. The practical elements and mini project will help participants to practice and go beyond what is learned in the class

1. Describe and define Database Management System (DBMS)
2. List and evaluate database models
3. Describe the relational database model
4. Describe the role of databases in information management

1. Define business entities and business rules
2. Describe entities and tables
3. Describe attributes and columns
4. Understand data types
5. Understand relationships and cardinality

1. Understand Data Definition Language (DDL)
2. Understand Data Manipulation Language (DML)
3. Understand Data Query Language (DQL)
4. Understand the role of SQL in the relational database

1. Understand primary keys
2. Understand surrogate and composite keys
3. Understand foreign keys
4. Understand normalization and normal forms
5. Identify and resolve anomalies

1. Understand entity relationship modelling
2. Create ER diagrams
3. Understand process modelling
4. Implement a database

1. Describe naming conventions
2. Understand indices
3. Understand the client/server model
4. Understand how databases are used with applications
5. Understand how databases are used with the web
6. List and evaluate common database application languages

1. Database basics
2. Structured Query Language (SQL)
3. SELECT statement
4. ORDER BY clause

1. Create and delete tables
2. Modify and delete existing fields
3. Create, update and delete records
4. Create indexes

1. LIKE and wildcards
2. AND and OR
3. BETWEEN
4. IN and NOT IN

1. Multi–table joins
2. Union queries
3. Built–in functions
4. GROUP BY
5. HAVING

• This lesson incorporates all of the previous lessons in the creation of a functional database.

Target:

Persons with a practical interest in database design, management and uses.

Each participant will receive a Certificate upon successful completion of the programme.

In the old days the key to successful selling was knowing the products, the customers and having personal charisma. In the modern day, customers whether they are B2B or B2C buyers demand a more consultative approach. They demand solutions and not products.

This workshop will provide salespeople with strategies, tools and insights required to succeed with customers against a backdrop of tough economic times and limited budgets. Participants will learn a consultative approach to selling where they can become a partner to the modern day customer by selling solutions and not just products.

Topics covered in this workshop include:

Principles of Relationship Selling

• The Consultative Approach
• Building Trust
• Pitfalls to avoid

Prospecting

• Suspects vs. Prospects
• Qualification of Prospects
• Sources of Prospects

Pre–approach

• Understanding the B2B Buying process
• Researching the roles of customer personnel in the B2B process
• Consolidation of findings and strategy planning

Approach

• The Sales Call Plan
• The Sales Call Kit
• Effective listening techniques
• Understanding and interpreting non–verbal cues

Sales Presentation

• Crafting the Unique Selling Proposition (USP)
• Building an effective Sales Proposals around the USP
• Adapting sales presentation to buyer situation

Handling Customer Objections

• Most common objections encountered
• Reasons for objections
• Strategies to overcome objections

Closing

• Effective negotiation techniques
• Recognizing closing signs
• Top closing strategies to employ

Follow–up

• Soliciting Feedback
• Repeat Purchase Strategies
• Maintaining Contact

Handling Difficult Customers

• Understanding the personality/psychographic type
• Understanding sources of resistance or unique circumstance
• Strategies to succeed with difficult customers

Target:

This sales programme is for salespeople who have sales experience, but who may lack formal sales training, or who would like a refresher to improve and refine their sales skills. It is also the ideal lead up course to the Advance Sales Skills.

This workshop seeks to enhance the selling skills of sales persons who are willing to develop their ability to provide today’s businesses with solutions by exposing them to the consultative approach process. This process encompasses many contemporary selling techniques that will help them to:

1. Foster better customer relations through consultative selling
2. Identify customer needs and problems
3. Craft a compelling sales proposition
4. Make organized and well planned sales calls and presentations
5. Effectively negotiate and close sales
6. Handle difficult or challenging customers

Each participant will receive a Certificate upon successful completion of the programme.

By the very nature of their jobs, Administrative Professionals embody "excellence in action". They consistently exceed expectations on the job, meet every challenge they are faced with, manage complex projects, balance their priorities, produce quality service and have a tangible impact on organisational success.

Administrative professionals are the information centre of the organisation and over the past decade their jobs have evolved to include duties that were once done by mid–level managers. They are essential to the workplace.

Too often, however, the role of administrative professionals is grossly misunderstood and their capabilities highly under–estimated. Given that they are required to provide administrative support to senior executives in the organisation, administrative professionals must be imbued with a strategic perspective and a comprehensive understanding of the inter–relatedness of the organisation's systems and structures if they are to create real value in their daily functions.

As the global economy changes, so too will the demands placed on Administrative Professionals. Now, Administrative Professionals will be expected to be versed in project co–ordination and be able to take the lead in on–site and virtual work teams. Additionally, their expected mastery of the written, typed and spoken word will continue to be a vital requirement.

Given this unique "view from the top", not only do administrative professionals have an opportunity to chart their career paths and developmental initiatives, but they also have the opportunity to influence leadership in the organisational context.

This two–day workshop is designed to help administrative professionals critically analyse their roles and contributions to their organisations and to chart a course for their continued growth and development.

At the end of this programme, participants would be better able to:

• Function more effectively in support roles to their managers/supervisors:
  • prepare documents, correspondence and presentations
  • produce spreadsheet reports
  • co–ordinate multiple schedules and calendars
  • plan meetings and special events
  • participate on project teams
• Enhance core skills related to developing positive interpersonal environments, motivation, communication, leadership and decision making
• Assume higher responsibility than that associated with traditional clerical and secretarial functions, but which now increasingly includes elements of management
• Be more flexible in adapting to changing job demands including working in an increasingly "mobile" office environment
• Better adapt to job demands as being caused by a changing economic environment
• Meet deadlines and get positive results

Target:

This workshop is specially designed for:

• Clerical Staff
• Secretarial Staff
• Administrative Assistants
• Administrative Professionals

Topics will include:

• Understanding the Role of the Administrative Professional in Creating Organisational Value
• Managing Your Boss
• Making Time Work for You
• Managing Your Career Growth and Development
• Adapting to new job demands in a changing economy
• Functioning in a technologically advanced work environment

Each participant will receive a Certificate upon successful completion of the programme.

Minute taking and memo writing is often an undesirable, but necessary function of any administrative professional's job – no one wants to take the notes or write the memos, but everyone wants to have them for reference when needed. These important documents are a formal reminder of what occurred at a meeting – decisions taken, commitments made, issues raised and addressed and also act as a source of information for those who were not present. In addition to minutes, memos bring attention to problems that exist within an organisation and can provide help in solving them.

Too often, the persons charged with these responsibilities are not sure what is expected of them or how to effectively perform the task ahead.

This one–day course offers a practical approach to memo and minute writing for the busy administrative professional. This course is an ideal opportunity for those with little or no minute–taking or memo writing experience or for those persons who wish to brush–up on their skills.

Click here to download minute taking and memo writing for Admin Pro

• Organize memos and minutes effectively
• Take accurate and relevant minutes
• Make efficient use of pre and post–meeting action to improve the quality of minutes
• Present minutes concisely, clearly and in an easily readable and appropriate style
• Balance the dual role of minute–taker and contributor
• Use bullet points effectively in memo writing and minute taking
• Create "reader–friendly" documents
• Write sentences with impact for effective memos
• Make requests that elicit responses from your memos
• Respond to complaints in a positive way
• Add zest and flair to your writing

Minute Taking and Memo Writing Skills is a highly successful writing programme aimed at business professionals who need to produce memos and minutes with emphasis on structure, clarity, brevity, and conciseness.

FOUNDATIONS OF GRAMMAR

1. Adjective and Formation
2. Verbs and Tense
3. Punctuation
4. Style and Diction
5. Jargon
6. Vocabulary
7. Free Writing
8. Brainstorming
9. Clustering
10. Editing
11. Evaluation

Memo Writing

1. Parts of a memo
2. Format of a memo
3. Memo samples

Minute Taking

1. Content
2. Layout
3. Minute samples

As long as there is an executive, there will be a need for an executive assistant. Top executives need support to do their job effectively and an excellent executive assistant can be an indispensable part of a well–run office.

In the present day, the executive assistant is not someone who pours coffee. Rather, they are more likely to be found in a boardroom preparing a presentation in addition to organizing and coordinating the executive's duties.

Executive assistants combine the organisational talents of an office manager, the record–keeping skills of an accountant and the professional foundation of a committed secretary. It is a demanding job that requires nerves of steel and an unwavering attention to detail.

Click here to download Administrative Professionals Workshop for the Executive Assistant

• To develop the skills and attributes of a highly effective Executive Assistant
• To help the Executive Assistant to enhance the productivity of the manager/team and ensure the smooth running of the department
• To plan, organize, and manage time more effectively
• To communicate confidently and effectively with both colleagues and customers
• To deal with the pressures of working for more than one person
• To deal effectively with difficult people and situations
• To ensure the telephone and other correspondence is answered in a professional and confident manner
• To prepare the executive assistant for higher level job demands, such as the preparation of presentations and the chairing of meetings with other administrative staff members.

This course is relevant to persons currently employed as an Executive Assistant and those who fall under the category of Personal Assistant. It would also be beneficial for staff looking for promotion from an administrative level to a more senior level.

At the end of this programme, participants who attend all sessions, actively participate in classroom activities and complete all assignments should understand how to:

• Better organize yourself, your boss and your team
• Be an effective Executive Assistant
• Plan and prioritise time and activities
• Communicate successfully with colleagues and customers
• Be a proactive person and the importance of such
• Apply practical skills to the office environment
• Use the telephone, the internet and email effectively in your organization

Supervisors are the first line managers and they are the backbone of each organisation. Being in such an important position, each supervisor needs to equip themselves with the critical supervisory skills in order to perform at their peak. Lack of supervisory skills can lead to poor line performance, increased human related problems and eventually result in high turnover.

One of the proactive solutions to curb the undesired outcome stemming from a lack of sound supervisory competencies is through effective systematic training. This comprehensive programme is designed to equip your supervisor with the right knowledge and skills to maximise their performance.

Employees in supervisory position who would like to sharpen their interpersonal and management skills or those who could/will be promoted into supervisory positions.

Date
16th – 19th March 2010

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

This workshop aims to convey the importance of professional etiquette and attitude and to offer guidelines for appropriate business conduct. It covers workplace expectations and acceptable behaviours: appropriate business dress and grooming, verbal communication, telephone skills, time management and general professional deportment. This workshop can be easily adjusted to incorporate your organisation’s specific challenges and policies. It is also well suited for organizations that have promoted from within and are challenged by inappropriate employee behaviour.

– Define appropriate and inappropriate office behaviour

– Describe appropriate office dress

– Demonstrate use of telephone in the business environment

o Answer the phone

o Transfer a call

o Place a caller on hold etc

– List steps for dealing with difficult people

– Explain methods for handling typical office interruptions

o Visitors

o Telephone

o Co–workers etc

– Outline tactics for overcoming procrastination

– Develop an action plan to improve professionalism in work areas

Target:

Any business professional

Facilitator:

Ms. Renata Tulsie

Date
TBA
Cost
$3000

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

Meeting management tends to be a set of skills often overlooked by leaders and managers. Yet, many organisations have come to rely heavily on meetings to conduct business. In fact meetings have become an even more important feature of organisational life in the last decade or two as traditional hierarchical structures and authoritarian management cultures have given way to flatter, leaner, more open and collaborative work spaces. Many organisations have even structured their office layout to accommodate brainstorming sessions and team meetings while others have invested in technology to facilitate the virtual meeting.

Regardless of the type of meeting, however, careful planning and preparation are essential to maximizing meeting effectiveness. While meetings can be very productive, resulting in major issues being addressed, problems being solved, decisions being taken; meetings are also very expensive in terms of time, resources and energy! Experts suggest that the average professional wastes at least five hours per week in unnecessary meetings!

This programme therefore aims to provide you with the necessary tools and tactics to make your meetings work!

By the end of this workshop, participants will be able to:

• Define meeting roles and responsibilities
• Create a meeting plan
• Direct and manage a meeting to achieve desired outcomes
• Facilitate discussions
• Manage interruptions and obstacles to success
• Document key decisions and action items to facilitate follow–up
• Evaluate meeting effectiveness

Target:

Managers and professionals who wish to improve the quality and results of their meetings, whether they are convenors or participants.

Ms. Camille Samuel

Date
TBA
Cost
$3000

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

This programme takes into account personal, contextual, and environmental factors, which have the potential to influence the results of both intended and unintended messages. Specifically, the importance of communication styles which play a vital role in today’s workplace as well as the organizational culture.

– Explain how the communication process works
– Apply knowledge of the communication process to solving communication problems or examining communication issues in the workplace
– Justify a preferred course of action as opposed to alternative courses of action in a communicative situation
– Deliver effective oral presentations using appropriate technology on the basis of clearly established principles
– Evaluate the strengths and weaknesses inherent in a communicative act
– Hone their overall “communication competence”

Dr Prahalad Sooknanan

Date
TBA
Cost
$4000

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

Employees who receive that recognition tend to have higher self–esteem, more confidence, more willingness to take on new challenges, and more eagerness to contribute new ideas and improve productivity.

This programme is ideal for:

Managers and Human Resources personnel who are charged with motivating employees to give their best to their respective organisations.

Mrs. Nan Gosine–Ramgoolam

Date
TBA
Cost
$4000  

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

An interesting paradox of our times is that the more our organizations introduce technology to simplify work processes, the less time employees seem to have for themselves. Yet, in today's fast–paced, customer–driven business environment, time is the one commodity that can spell the difference between success and failure. Missed deadlines frequently translate to missed opportunities or the creation of irate customers who are not averse to exercising their options to seek service elsewhere. At a personal level, the inability to manage time often leads to feelings of inefficiency and symptoms of stress related illnesses. Time appears to rush by as we seldom accomplish those objectives that we set for ourselves at a personal and professional level.

This workshop is designed to expose participants to tools and techniques that will enable them to better manage their time and recommit to a sense of purpose in their personal and professional lives.

• Developing Planning & Project Management Skills
• Developing Time Management Skills
• Developing Self–Skills related to Productivity
• Developing Continuous Improvement Skills to minimise lost time

This is a public course open to any organization, public, private or NGO. It is designed for those in management or staff members.

Camille Samuel  

Available for in–company training only

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

Do you find yourself stressed, fatigued, angry or frustrated at not achieving your potential?

Medical practitioners and lay people have called stress the "disease of the twenty–first century". Research indicates that stress causes more ailments than any other conditions that confront modern medicine. In the recent past, most stress was short term and could be addressed by a combination of simple techniques. Today, however, stress has become chronic, with long terms stress proving to be debilitating harmful to our physical, emotional and mental system.

The effective management, reduction and prevention of stress can enhance productivity, health and a total sense of well being, providing a more balanced life style.

This two day workshop is designed not only to neutralize stress but to reframe stressors into positive life giving experiences, creating an internal state that allows for personal development.

• Understand stressful situations and develop strategies for reframing them into positive developmental situations.
• Do acupressure and mental and breathing techniques for complete relaxation and relief of stress.
• Practice and achieve higher levels of consciousness seeing stress in a completely different light.
• Use apparently negative situations for total positive development.

This programme is ideally suitable for:

• Senior Executives, Upper and Middle Managers who are constantly expected to do the impossible in an impossible time, with total poise, charm and positive confidence.
• Professionals and business people that require high levels of efficiency, mental competence and a clear head.
• In other words, those of us who live in a world of performance objective, difficult to attain deadlines and constant daily crises.

Available for in–company training only

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

The workshop addresses methods of behavioral research focusing on the different stages that are essential in the process of obtaining results for decision–making purposes. In particular, these methods and related tools are examined in the context of research problems and questions that arise in various fields akin to the social sciences. The workshop strives to ensure that participants develop a critical sensibility as they undertake research at the various stages. In addition, it seeks to furnish participants with the formal technical wisdom underlying research designs that are deemed to be efficient. In that regard, the workshop proposes to treat with issues pertaining to the elements of research design, fieldwork, data collection, survey sampling, data processing and data analysis. Each participant will be required to bring a research problem/question that can potentially be pursued with a view to arriving at a plausible answer. As a member of a working group, participants will have to engage in live research and prepare a research report for formal presentation at the end of the workshop. An effort will be made to develop skills in report writing. The workshop is designed to enable participants to develop research processes in stages. They are also expected to exchange their individual and group inputs with one another through the medium of formal presentations. Participants will also have a brief introduction in the use of SPSS as a tool for analysing statistical data.

Upon exposure to this course, participants are expected to learn more about the following:

• Research as a systematic process of treating with gaps in knowledge
• The essential properties of research designs
• The difference between quantitative and qualitative research designs and when they should be used
• The underlying principles in designing a questionnaire
• Data collection challenges and prospective approaches
• Formal approaches to survey sampling and the interpretation of sample estimates
• Data processing as an precursor to data analysis and as a mechanism to enhance data quality
• Alternative options for data analysis and their relevance to applied problems
• SPSS as a tool for elementary statistical analysis
• The role of ethic in research

• Cooperate, Commercial and investments analyst
• Research officers
• Persons who are interested graduate and post graduate Studies in social science
• All those who is involved in compiling statistics of social groups

TBA

Date TBA Cost TT$4000.00

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

In an increasingly global business environment with neighbouring Latin America growing in importance as a trading partner, Spanish is the key to achieving a competitive edge. There is a rapidly increasing demand for professionals with the ability to communicate and transact business in Spanish with an understanding of Latin American culture. This 3–month programme will equip professionals with the necessary language skills and cultural sensitivity to conduct business effectively with their Latin American counterparts.

The objective of this programme is to ensure authentic use of Business Spanish by delivering practical, application–oriented learning experiences in highly interactive sessions. Participants will develop their communication competency in the language through speaking, listening, reading and writing as well as develop specific skills in letter writing, translating and summarizing within a Latin American cultural context.

Business Spanish for Professionals is aimed at the following individuals that are required to interface and conduct business transactions in Latin America countries and would like to enhance their ability to expand their business internationally:

• Business Professionals
• Marketing Executives
• Import and Export Managers
• Business Development Officers / Managers
• Regional Sales Representive
• Other progressive individuals

No prior exposure to Spanish language is necessary

This programme consists of three (3) modules, each of which has specific learning objectives. Some of these objectives are listed for reference and illustration.

MODULE ONE

THE IMMEDIATE LIVING CONTEXT – SPANISH EMPLOYED FOR BASIC COMMUNICATIVE AND PRACTICAL PURPOSES AND FOR THE DEVELOPMENT OF SOCIALISING SKILLS

1. Pronounce the letters of the Spanish alphabet and spell words
2. Communicate basic expressions related to greetings, introductions, farewells and expressions of courtesy
3. Request and give personal information related to identity, nationality and address
4. Ask for and give information related to profession, age, marital status, company or organisation and family
5. Request and give information related to place and date of birth, telephone numbers, residence, studies and work
6. Describe typical and favourite activities
7. Tell the date and use numbers in context
8. Discuss your daily schedule
9. Make plans
10. Extend, accept and reject invitations

MODULE TWO

BUSINESS BASICS & BUSINESS OPPORTUNITIES

• Describe people in business
• Ask questions pertaining to the office environment
• Enquire about business colleagues from the office and describe the location of various office fixtures and furnishings
• Say what you and your colleagues have to do and explain company structure
• Describe daily customs and activities in a business setting
• Describe the business environment
• Discuss your daily business plans while away on business
• Extend, accept and reject business ideas
• Compliments and complaints on services
• Tell time in relation to making arrangements and fixing appointments

MODULE THREE

BUSINESS CORRESPONDENCE & DOING BUSINESS IN LATIN AMERICA

• Write appropriate business correspondence employing the standard business letter format
• Write a job application
• Write a memorandum
• Write messages
• Describe types of economic activity
• Interpret basic business correspondence
• Read and understand news articles for Latin American countries related to business and trade opportunities, economics, marketing and finance and banking
• Appreciate the subtleties of cultural differences, behaviour patterns, regional language practices and economic issues of selected Latin American countries
• Broaden shared cultural knowledge, increase the quality of cross cultural communication and help create more comfortable feelings towards the Latin American culture
• Incorporate specific cultural information about the Latin American world in a relevant and appropriate manner into language activities

Mrs Gail Singh

Available for in–company training only  

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

Creative problem solving and analytical thinking helps you to take on a leadership role that embeds a culture for success. The approach and thought processes you and your team take, affect every facet of the organisation. The global market is accelerating rapidly and demands creative problem solving and analytical thinking techniques to keep abreast. Participants will be encouraged to think analytically with emphasis on the thought processes that will enhance their ability to think and plan in a manner consistent with their organizations' strategy.

On completion of the workshop participants should be able to:

• Think Analytically
• Identify the barriers to effective Analytical Thinking
• Implement Analytical Thinking in their daily lives
• Analyse problems and use creative thinking methodologies to solve them
• Identify the barriers to effective problem–solving and decision–making
• Outline solutions and alternatives to problems
• Involve employees in making decisions by expanding their thinking

Any person who is involved in

• Managing people
• Solving organizational problems or issues
• Negotiations
• Customer Service
• Customer Relations

Date TBA Cost TT$4500.00

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

Recruiting and selecting the right employees has always been a challenge for managers. Recruiting people who are wrong for the organisation can lead to increased labour turnover, resulting in increased costs for the organisation and lowering of morale in the existing workforce.

Consequently, people are likely to become discontented, unlikely to give of their best, and end up leaving voluntarily or involuntarily when their unsuitability becomes evident.

This Workshop will assist Human Resource Officers by providing a planned and systematic approach to recruitment and selection. This approach includes:

• Knowledge of the job to be filled
• Matching the job with the candidate
• Attracting the most suitable persons for the job
• Induction and follow–up

• Attract talent through innovative recruitment sources
• Engage in and handle face–to–face interaction
• Conduct a goal–directed interview and uncover more in–depth data about the candidate
• Understand and comply with legal rules and guidelines
• Prepare effective and easy interview preparation steps
• Develop an interviewing strategy and open and close an interview
• Implement consistent recruiting, screening and hiring procedures
• Uncover the areas in which the interviewee needs improvement and has strengths
• Establish a selection standard for employment

The previous objectives must be met in a Successful Interviewing workshop. Participants will develop skills by completing numerous practice exercises and by practicing two simulated interviews, which will be analysed for feedback and coaching.

Facilitator: Angela De Couteau

Mrs. Angela de Coteau has extensive experience in the field of training and development of personnel in the public and private sectors both locally and overseas.
She is a full time lecturer in the Human Resource Department of the School of Accounting and Management where she lectures in the following areas:

• Principles and Practices of Human Resource Management.
• Employee Relations
• Social Cultural and Ethical Dimensions of Business
• Business Organisations
• Principles and Foundations of Management
• People Resourcing
• Learning and Development
• Management Development
• Comparative and International Human Resource Management.
• Organisational Behaviour

Date
TBA
Cost
$TT 4500

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

This Three–day course is the ideal way to learn the skills of effective written Communication. It is both informative and practical with excellent back–up course notes to form a valuable reference source for the future. A course that is completely up to date and suitable for everyone in business who has to communicate using the written word.

You Will:

• Receive dynamic teaching from the facilitator
• Learn to write more effectively and accurately
• Discover how to choose the right words, how to avoid generalities, how to position words for the right effect, how to eliminate wordy expressions how to use parallel structure and maintain paragraph continuity
• Learn how to compose different types of business correspondence
• Fine–tune your writing style so you can convey a strong positive image of yourself and the company for which you work

Effective Business Writing Skills is a highly successful intermediate and upper –intermediate writing programme aimed at business professionals who need to write Reports, Memos, Letters, E–mails and other correspondence in English. The course is also suitable for those studying at University and also those who are about to enter the business world.

Date
27th – 29th October 2009
Cost
$3,500

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

Globalization, improved technology, a more educated workforce and an ever demanding customer base have forced companies to examine its service delivery so as to be able to survive in today's competitive and turbulent business environment. Therefore, organizations have changed and are changing as a result of the focus on the customer. It is now recognized that meeting the customer needs is the foundation of any successful organization, and that the customer comes first, second and third in the organizational priorities. Customers have of course always been important, what has changed is the priority given to them and the urgency with which their needs are considered by the organisations. It can be argued that customer service is now the only factor that distinguishes one organization from another in the same business. For most organizations their customer perceptions are formed by contact with people representing the organization. In order to provide an excellent service, these representatives have to have the required skills and knowledge to ensure that their organizations have the competitive edge to survive in this turbulent environment.

This programme seeks to teach front line personnel how to deal with customer in a professional manner regardless of a customers' disposition. All employees, including managers are influential because they have the power to:

• Gain or lose customers
• Convert a crisis into an opportunity
• Create lasting and satisfying relationships, and so retain existing customers
• Act in a way that would speak positively of your organization
• Differentiate company from competitor
• Add to revenue by providing a high standard of customer service to attract new customers

• Internal and eternal employees
• Customer Service representative
• Managers
• Front line staff

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

News releases, also referred to as press releases, are among the main tools utilised by companies’ public relations and/or communications departments to disseminate controlled information to the public through the mass media. It is imperative that news releases communicate the company’s messages and intentions unambiguously and completely.

By the end of the workshop, participants should be able to:

• Determine when a news release is required
• Choose the right type of news release for a specific purpose
• Plan, compose and format effective news releases for different purposes
• Attach documents and images to news releases that are easily downloaded by media workers
• Direct news releases to the right people in newsrooms
• Avoid news releases being lost in the busy newsroom environment
• Effect follow-up on news releases that have been issued.

This one-day programme is aimed at business professionals whose portfolio includes or is specific to planning, writing and disseminating information to the public through the mass media.

Date February 4th 2010 Cost $1,800.00 (inclusive of manual, refreshments and certificate)

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

In today's global market the ability to speak in public is one of the most significant business skills. Effective Public Speaking allows us to persuade clients, convince colleagues and motivate staff. Speaking in public can be difficult and for those whose topics are complex and specialized, there can be added difficulties in speaking to an audience who may not understand or be persuaded by what you say. Our Public Speaking and Presentation Skills workshop can help bring participants to the stage where they can make a positive impact and know how to use their experience to improve speaking and presentation. We will help those with non–technical topics and those whose topics are technically and financially complex and jargon laden to engage in superb communication.

1. To understand the strengths and limitations of presentations
2. To learn how to present yourself
3. To receive detailed personal feedback and coaching on your personal strengths and weaknesses as a presenter
4. To learn how to continue to develop your public speaking skills and presentation skills to win business
5. To learn how to present technical information to
   • An audience who understands technical matters
   • An audience who are non–technical in nature
6. To learn how to prepare, rehearse and use notes
7. To learn the techniques of impromptu speaking
8. To learn the techniques for the psychological and physical control of nerves
9. To learn the role of visual aids in presentations
10. To learn how to chair and take part in team presentations
11. To learn how to ask questions at appropriate times

Anyone may attend

Roy Narinesingh Profile: Mr. Roy Narinesingh is currently a Consultant in Communication Studies and Language Education and Lecturer at the Arthur Lok Jack Graduate School of Business in the EMBA Programme. [read more]

Date January 2009 Cost TT$4000.00

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

Today, Administrative Professionals have to juggle daily responsibilities with special projects. This demands a large investment of time and requires you to stretch your skills––to coordinate the work of people, identify project requirements, gather resources and set project goals that result in successful events.

Now you can get the skills that spell event success–scheduling, budgeting and planning. Learn how to conquer the project cycle and gain the confidence you need to take an event from conception to completion.

1. Manage kick–off meetings effectively
2. Develop an Event Breakdown Structure
3. Conduct a Risk Management Exercise
4. Develop an Event Schedule
5. Conduct Post Evaluation
6. Managing Teams effectively

1. Executive Secretaries, Administrative Assistants and Support Personnel
2. General Management, Programme Coordinators and Corporate Communications Officers
3. Any other person responsible for developing, planning and executing corporate events.

Camille started off her career working in managerial positions in the petrochemical and automotive fields (Laughlin and De Gannes – (Auto) Service Centre Manager, Shell Brand Manager). In keeping with this experience, she also established a distribution firm whose mainstay was the distribution of Chevron Lubricants.

After having published an auto care book and produced magazines for the Trinidad Guardian (Auto Centre) and the Newsday (Motor Centre) she started consulting and assisting small firms in becoming more efficient in how they did business and in assisting female entrepreneurs in achieving their full potential in the workplace.

Directly related to her work and research on the small business sector and gender she has done larger consultancy jobs most notably for the Ministry of Labour, Manpower Development and Industrial Relations. She has also had substantial experience working with Chief Executive Officers, assisting them in the restructuring of their organisations and lecturing to small firms, larger organisations and in tertiary institutions. She has presented academic papers to European, American and Caribbean audiences and has served on State boards. Camille has also played a significant role in the development of plans for the country’s Vision 2020 process.

Date
11th & 12th November 2009
Cost
TT$3,500

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

Communication serves people in a variety of ways. It is a complex, interactive process which makes use of, but is not singularly dependent on language. In this context, human language is regarded as an important part of communication.

• Employ the most effective writing techniques to enhance productivity and profitability
• Apply the principles of effective business communication in analyzing and composing high quality reports
• Produce technical reports which reflect coherence, clarity, conciseness, accuracy, and completeness
• Deliver effective oral presentations with the aid of appropriate presentational aids based on established principles

This is a hands–on approach that will meet the needs of Scientists, Engineers, Technical Personnel and any other person who is required to do research, write reports or present a technical paper that focuses on putting complex subjects in terms that are clear and concise.

Date
26th & 27th January 2010 Cost
$3,500

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt

The boundaries of customer loyalty have become as porous as national borders mainly because of the invasiveness of information technology. This fact, coupled with increasing skepticism of consumers and investors on the ability of leaders across the spectrum to deliver promises, necessitate the adoption of a strategic approach to Corporate Communication.

Further, in today's fluid and dynamic business environment, crisis emerges as part of the course, and the need to integrate the critical elements of business communications to effectively manage and mitigate the negative effects of crisis has assumed an unprecedented level of importance.

This three–day workshop will focus on the concepts, tools and techniques that are needed to develop an integrated corporate communications plan aligned to business strategy. It will address the vital role that effective corporate communications play in key stakeholder relations with particular emphasis on effective crisis management and the achievement of core business goals.

At the end of this course, participants should be able to:

• Critically think through corporate communications issues
• Apply appropriate tools and techniques to craft an Integrated Corporate Communication Plan aligned to organization goals
• Craft and implement communication plans within an ethical framework
• Evaluate Corporate Communications problems and issues and craft an integrated communications plan to manage crisis
• Develop and implement communications plans to improve stakeholder relations
• Design and implement internal communication plan to engage employees

This programme is targeted at:

• Corporate Communications practitioners looking for cutting edge ideas and solutions
• HR managers
• Managers responsible for Corporate Marketing, Retail Marketing and the customer experience
• Managers looking for innovative ways to communicate and implement corporate strategy

Mrs. Helen Drayton

Over 43 years of service to the corporate sector, social services sector and the public sector. Ms. Drayton retired from the RBTT Financial Group in January 2006 where she served for approximately 25 years. Her philosophy is that every individual should play their role in building and uplifting society, and in so doing demonstrate the highest values of personal ethics and integrity.

Date
4th – 6th November 2009 Cost
$4,000

Contact: 645–6700

Rameshwar Santlal ext. 123

Tamara Edwards ext. 157

Email Address: openenrolment@gsb.tt