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Melissa Harris, MBA President, Telecom Training Corporation CANTO 2 nd Annual Human Resources Training Best Practices Conference.

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Presentation on theme: "Melissa Harris, MBA President, Telecom Training Corporation CANTO 2 nd Annual Human Resources Training Best Practices Conference."— Presentation transcript:

1 Melissa Harris, MBA President, Telecom Training Corporation CANTO 2 nd Annual Human Resources Training Best Practices Conference

2 Table of Contents TopicPage Introduction1 Speaker Bios and Presentations10 HR and Training Plans from Caribbean Operators 18 Preparing For and Developing ICT Skills 34 Training and HR Resources for Caribbean Professionals 46 Future CANTO Training Plans90 Summary of Best Practices to Take Back to Your Leadership for Review and Implementation 93 Your Personal Action Plans108 Wrap-Up110 2 Telecom Training Corporation

3 Welcome and Introductions Name Company Title Location How long in HR and/or training How long with your company Did you come to our 1 st conference last year? Favorite hobby Telecom Training Corporation 3

4 Telecom Training Corporation Custom designs and delivers training workshops to sales, customer service, and management teams of telecom and ICT companies Since 1985, we’ve trained over 20,000 professionals at companies such as: 4 Telecom Training Corporation Cable & Wireless Belize Telemedia Limited Smart! (Belize) CCT Boatphone (BVI) SETAR (Aruba) Verizon Wireless Sprint/Nextel AT&T/BellSouth/Cingular Nortel Alcatel/Lucent Telmex Manx Telecom/Telefonica O2

5 Conference Agenda – Day 1 HR and Training Challenges Maintaining Industrial Harmony at Work Karen Sutherland, Director of Training, Human Resources Division, Atlantis-Paradise Island PeopleSurv Susan Coote, Executive Partner, Coote Harvard Strategic Management Development Jan Willem de Seriere, Senior Manager, KPMG Advisory Services B.V. Social/Technical Development Training for a Caribbean People Sean Rogers, Managing Director, Genesis Innovative Solution Culture Change – Focusing on the Customer While Improving Morale and Productivity Ian Blanchard, Chief Executive, Cable & Wireless Grenada Telecom Training Corporation 5

6 Conference Agenda – Day 2 Helping Your Employees Better Manage Stress During Challenging Times Rochelle Lightbourn, Senior Manager, Training and Development Department, The Bahamas Telecommunications Limited Communicating with Senior Leaders with Powerful Presentations Craig Albury, President, Bahamas Technical Trainers Focusing on the Employee: Leveraging the Power of Employee Assistance Programs Richard Adderley, Director of Human Resources, Cable Bahamas Connect the Caribbean from an HR and Training Perspective Dr. Kim Mallalieu, Communication Systems Group and Coordinator, MRP (Telecommunications) Department of Electrical and Computer Engineering, The University of the West Indies Telecom Training Corporation 6

7 Conference Agenda – Day 2 HR and Training Plans from Caribbean Operators Preparing For and Developing ICT Skills Training and HR Resources for Caribbean Professionals Future CANTO HR and Training Plans Summary of Best Practices to Take Back to Your Leadership for Review and Implementation Your Personal Action Plans Telecom Training Corporation 7

8 Housekeeping Issues Presentations will be typically 45 minutes in length with a question/answer session and table top action plan discussion Avoid anti-trust violations between competitors Networking Break – 30 minutes each Networking Lunch – 1 hour Evening Marketplace – Thursday night Water’s Edge – Friday night Adjourn Friday at 5:00 p.m. Find a buddy to interact with during the conference Telecom Training Corporation 8

9 Major Challenges Human Resources Training Telecom Training Corporation 9

10 Melissa Harris, MBA President, Telecom Training Corporation Speaker Bios and Presentations

11 Section Contents Karen Sutherland – Presentation Jan Willem de Seriere – Bio and Photo Rochelle Lightbourn – Presentation and Bio Craig Albury – Presentation, Bio and Photo Richard Adderley – Presentation, Bio, and Photo Dr. Kim Mallalieu – Bio and Photo Melissa Harris – Bio and Photo Telecom Training Corporation

12 Jan Willem De Seriere Telecom Training Corporation 12

13 Rochelle Lightbourn Rochelle Lightbourn hails from The Bahamas, the place where God lives and is employed at the Bahamas Telecommunications Company Limited as the Senior Manager responsible for Training & Development. She possesses an Associate's Degree in Human Services, a Bachelor's Degree in Social Work and Chemical Dependency Counseling and a Master's Degree in Human Resources. She also holds Certification from the Caribbean Hospitality Training Institute, and has completed her Doctorate Degree in Theology with a Counseling emphasis. Her career began at the College of the Bahamas. She then followed her heart to pursue her first love of Social Work and Counseling at Sandilands Rehabilitation Centre where she worked for some ten (10) years. Rochelle was one of the first counselors who worked with women in crisis in The Bahamas. She was apart of the working team at the Drug Unit at SRC and also worked with psychiatric patients. In 1991 Rochelle transferred to the Ministry of Labor, where she worked in Training, she spent a year with the Ministry of Tourism, Bahama Host and again went full circle and back to the area of Health, in Administration of training. Training for Rochelle, like Counseling is a passion. Rochelle says as a Trainer she has the best of two worlds, as she is often confronted with situations where she can also counsel. These gifts have taken Rochelle around the world, from United States to London to Kuala Lumpur. She is the mother of one son, Ricardo and grandmother of one, Taitianna. Rochelle is an active Member of Bahamas Faith Ministries International, Nassau Bahamas. Lastly, she says to all, "Stay on the course that helps you find your gifts and talents as only these will open doors for you" Telecom Training Corporation 13

14 Craig Albury Craig Albury is employed at Bahamas Technical & Vocational Institute in the Department of Office Systems as a Computer Application Lecturer. He is also employed as an Adjunct Lecturer with the School of Business at the College of the Bahamas. He also owns a small computer training company, Bahamas Technical Trainers, where he coaches and encourages adult learners in Computer Application skills. Thus allowing the more experience learner to function and be more productive in this diverse digital world. Mr. Albury possesses a Bachelor’s degree in Telecommunication Management from DeVry University in Atlanta Georgia. He also holds Certifications from Certiport, Electronics Technicians Association and Computing Technology Industry Association and is the first Master Trainer in the Bahamas for the IC³ Computing Program. Craig worked in areas such as marine and aviation repair where he worked for a number of years as a grade 2 mechanic for the National Airline. It was not until his studies at DeVry that he found his true calling, coaching, as he assisted numerous individuals in after school programs while he was President of the DeVry chapter for International Students. In March of 2006 he was invited to work with the Public Private Partnership in connection with the Chamber of Commerce on the initial assessment for the IC³ Computing Program. This brought to front both his technical and coaching skills as he interacted with various individuals in the public and private sectors. Craig enjoys the training atmosphere, especially with the established learner as he observes their progress to become computer literate in this digital world. He also enjoys interacting with people from other cultures and nationalities. Telecom Training Corporation 14

15 Richard B. Adderley Richard B. Adderley is the Director of Human Resources at Cable Bahamas Ltd with 12 years experience in the field of Industrial & Organizational Psychology. He is a workplace consultant who has helped employees and leadership find ways to enhance job productivity, engagement and employee satisfaction. Richard has been a professional psychologist for 26 years, working with individuals, couples and families. He has extensive experience in clinical psychology, addiction treatment, and workplace behavior, and has taught college-level courses in related areas. Richard is also a trainer, consultant, and clinical manager in mental health and EAP settings. Telecom Training Corporation 15

16 Dr. Kim Mallalieu Dr. Kim Mallalieu is the Head of the Department of Electrical and Computer Engineering at The University of the West Indies, UWI, in Trinidad and Tobago. She also directly leads the Department’s academic, commercial and outreach programmes in Communication Systems. Kim is the developer and coordinator of the Master's degree in Regulation and Policy in Telecommunications, the MRP (Telecommunications). The MRP programme has been delivered to professionals in the telecommunications sector from over thirty developing countries around the world and is the first online programme to be delivered from the St. Augustine campus of The UWI. Kim completed the BS in Electrical Engineering from MIT in 1982, MS (Optics) from the Institute of Optics, University of Rochester in 1983 and the Ph.D. from University College London in She is a Fulbright Fellow and has served as Visiting Scientist at MIT on different occasions. She joined UWI in Kim has been described as a trail-blazing pioneer in engineering education and is the recipient of local, regional and international teaching awards as well as other awards of distinction. She has authored many academic papers as well as invited book chapters and has delivered a number of keynote addresses at home and abroad. She has served on various boards, including the Board of the Telecommunications Authority of Trinidad and Tobago and has also sat on the advisory council to the Boards of academic journals, including the International Journal of Electrical Engineering Education. Kim’s research interests include: culturally-appropriate telecommunications technologies; wireless networks and technologies for poverty alleviation; as well as telecommunications policy and regulatory intervention for social inclusion. Kim is an active member of a Latin American and Caribbean academic network, Diálogo Regional sobre Sociedad de la Información (DIRSI), which is engaged in action research to facilitate pro-poor ICT policy and regulatory intervention. Telecom Training Corporation 16

17 Melissa Harris President of Telecom Training Corporation founded in 1996 Recent speaking engagements CANTO CTU IBC/Informa Novatech RCA ITU Former roles Cingular (now AT&T) - General Manager National Training Contel (now Verizon) - Manager Corporate Training BellSouth (now AT&T) - Regional Marketing Director BellSouth Mobility (now AT&T) - Senior Sales Manager AT&T - Major Account Sales Executive BBA and MBA degrees Telecom Training Corporation 17

18 Melissa Harris, MBA President, Telecom Training Corporation HR and Training Plans from Caribbean Operators

19 Major HR and Training Initiatives HR Training Telecom Training Corporation 19

20 HR Projects – Page 1 Telecom Training Corporation 20 HR ProjectExamples

21 HR Projects – Page 2 Telecom Training Corporation 21 HR ProjectExamples

22 HR Projects – Page 3 Telecom Training Corporation 22 HR ProjectExamples

23 Most Important Types of Training – Page 1 Telecom Training Corporation 23 Type of TrainingExamples

24 Most Important Types of Training – Page 2 Telecom Training Corporation 24 Type of TrainingExamples

25 Most Important Types of Training – Page 3 Telecom Training Corporation 25 Type of TrainingExamples

26 Examples of Operator Training Planned and/or Implemented APUA SETAR Cable TV Aruba BTL Smart! CCT Boatphone MiPhone PRT Claro Smitcoms/Telem Laqtel Alcatel/Lucent BTC Telmex Cable & Wireless TSTT Telecom Training Corporation 26

27 Examples of Operator Training CompanyLocationTraining Antigua Public Utilities Authority Antigua Wireless Data Basics Excellent Service SETARAruba Excellent Service at SETAR Management Skills for IT Professionals Cable TV ArubaAruba We’re All Ambassadors at Cable TV Aruba World Class Supervisory Skills at Cable TV Aruba Belize Telemedia Limited Belize We’re All Facing the Competition Together Smart! a Speednet Company Belize Customer Service Selling Skills Caribbean Cellular Telephone British Virgin Isles Selling and Supporting Mobile Data Customer Service Retail Sales Mobile Data Entertainment Telecom Training Corporation

28 Examples of Operator Training CompanyLocationTraining MiPhoneJamaica Leadership Sales Management PRT ClaroPuerto Rico Call Center Smitcoms/ Telem St. Martin Telecommunications Basics Business Selling Skills In-Depth Product Training Sales Refresher Workshop LaqtelTrinidad Orientation Training for All Employees Management Training Hiring Skills For Managers Laqtel Call Center Training Outsourced Call Center Training Alcatel/LucentCaribbean and Latin American (CALA) Region Best Sales Practices Selling in Newly Deregulated Markets Selling Against the Competition Telecom Training Corporation

29 Bahamas Telephone Company Examples of Training The New BTC Customer Service Spirit The New BTC Retail Spirit Selling and Supporting Cellular Voice and Data Selling and Supporting Internet Solutions Retail Telecommunications Sales Excellence Retail Telecommunications Store Management Managing Retail Sales Productivity Developing Your Retail Sales Team Telecom Training Corporation

30 Telmex Examples of Training Building Teamwork by Leveraging Personality Styles and Cultural Differences Strategic Planning Including Prioritization of Urgent and Important Issues Problem Solving and Decision Making Communicating Effectively Between and Within Departments to Improve Performance Telecom Training Corporation

31 Cable & Wireless Examples of Training Retail Sales Retail Management Disaster Recovery Selling and Supporting Mobile Data Telecoms Academy Succession Planning – Self Management – Relationship Management – Customer Management – Change and Innovation Management – Business Management – Performance Management Telecom Training Corporation

32 Cable & Wireless Examples of Training Telecom Training Corporation LocationTraining British Virgin Isles (BVI) Excellent Retail Customer Service at C&W BVI Supervisory Coaching Skills Strategic Account Management Train-the-Trainer to Reinforce Training Retail Mobile Sales Everyone’s An Ambassador at C&W BVI St. Kitts and Nevis Strategic Planning Retail Service Training Caymans Account Management Sales Coaching St. Lucia Leadership Customer Service

33 TSTT (Telecommunications Services of Trinidad and Tobago) Examples of Training Planning Session with Retail Leaders Retail Telecommunications Store Management The New TSTT Retail Spirit Cellular Voice and Data Essentials Retail Telecommunications Sales Excellence Hands-On Product Knowledge – Phase 1 Cellular Troubleshooting Retail Follow-Up For Post-Paid Customers Competitive Retail Sales Retail Sales Reinforcement Workshop – Phase 1 Managing Retail Sales Productivity Hands-On Product Knowledge – Phase 2 Retail Interviewing Retail Sales Reinforcement Workshop – Phase 2 Developing Your Retail Sales Team Telecom Training Corporation

34 Melissa Harris, MBA President, Telecom Training Corporation Preparing For and Developing ICT Skills

35 ICT Issues for CTC 1. A basic ICT skills model 2. Selecting the right skill set 3. How to upgrade the current skill sets 4. HR for ICT functions 5. ICT functions required for telecommunications 6. The key role ICT plays in future technologies 7. Skills needed to leverage ICT 8. Necessary skill sets to move into ICT 9. Available and desired ICT training programs 10. Schedule of ICT training in 2008 for operators and citizens Telecom Training Corporation 35

36 1. A Basic ICT Skills Model Telecom Training Corporation 36

37 2. Selecting The Right Skill Set Telecom Training Corporation 37

38 3. How To Upgrade The Current Skill Sets Telecom Training Corporation 38

39 4. HR For ICT Functions Telecom Training Corporation 39

40 5. ICT Functions Required For Telecommunications Telecom Training Corporation 40

41 6. The Key Role ICT Plays In Future Technologies Telecom Training Corporation 41

42 7. Skills Needed To Leverage ICT Telecom Training Corporation 42

43 8. Necessary Skill Sets To Move Into ICT Telecom Training Corporation 43

44 9. Available And Desired ICT Training Programs Telecom Training Corporation 44

45 10. Schedule Of ICT Training In 2008 For Operators And Citizens Telecom Training Corporation 45

46 Melissa Harris, MBA President, Telecom Training Corporation Training and HR Resources for Caribbean Professionals

47 Agenda CKLN (Caribbean Knowledge and Learning Network) and CTC (Connect the Caribbean) Associations CANTO (Caribbean Association for National Telecommunications Organizations) CTU (Caribbean Telecommunications Union) ASTD (American Society for Training & Development) SHRM (Society for Human Resource Management) NTCA (National Telephone Cooperative Association) Other Caribbean Telecommunications Training Resources Global Telecommunications Conferences Miscellaneous Resources Telecom Training Corporation

48 CKLN and CTC 2002 World Bank Meeting Caribbean Knowledge and Learning Network (CKLN) CKLN Mission, Goals, Objectives CKLN Purposes CKLN Beneficiaries CARICOM Heads of Government 2007 Connect the Caribbean (CTC) CTC Training Plans Telecom Training Corporation

49 2002 World Bank Meeting with Prime Ministers of Eastern Caribbean States Economic competitiveness will require new literacy Scientific Mathematical Computer literacy This will be accomplished through: Curriculum reform Significant improvement in teacher qualifications Higher level professional capacities (engineering, economics, public administration) New general skills for a significantly larger portion of the population: Entrepreneurship Marketing Time management Teamwork Telecom Training Corporation

50 CKLN The Caribbean Knowledge and Learning Network (CKLN) is a multilateral project, supported by: OAS (Organization of American States) World Bank European Union CIDA (Canadian International Development Agency) It was launched by the Caribbean Community (CARICOM) and the Organization of Eastern Caribbean States (OECS) in 2004 Initial partners University of West Indies (UWI) - Trinidad University of Technology (UTECH) – Jamaica The Commonwealth of Learning Telecom Training Corporation

51 CKLN Mission, Goals, Objectives Mission – Use ICTs and modern approaches to education towards enhancing the global competitiveness of countries in the region Goal –Enhance the region’s competitiveness by upgrading and diversifying the human resources skills in the region, connecting to global pools of knowledge and facilitating greater regional collaboration and connectivity Objectives To improve the relevance of tertiary education and training by increasing the number of accredited tertiary education programs recognized internationally for their excellence To establish a Caribbean knowledge and learning network to strengthen tertiary institutions, foster specialization, and knowledge sharing To ensure the convergence of fragmented regional and international initiatives to maximize results in the area of tertiary and distance education To build capacity for delivering regional programs and services Telecom Training Corporation

52 CKLN Purposes 1. Work with all tertiary education institutions in the Caribbean to strengthen their capacity to develop and deliver e-learning programmes and courses at a distance to Caribbean nationals wherever they may live 2. Provide a regional education and research network connecting all Caribbean countries, so educational institutions can collaborate and partner in the development and dissemination of knowledge to Caribbean people Telecom Training Corporation

53 CKLN Beneficiaries CARICOM member states and associate members – Anguilla – Antigua and Barbuda – Bahamas – Barbados – Belize – BVI – Cayman Islands – Dominica – Grenada – Guyana – Haiti – Jamaica – Montserrat – St Kitts & Nevis – St. Vincent and the Grenadines – St. Lucia – Suriname – Trinidad and Tobago 150 tertiary level institutions, universities, training and vocational colleges in the Caribbean will be able to: – Connect to each other and to international partners at greatly reduced costs – To develop online learning to be shared regionally and beyond Professional associations will be able to train their clients across the region Teachers and faculty will be able to keep their skills up-to-date Adults will be able to continue their education throughout their lives Telecom Training Corporation

54 CARICOM Heads of Government 28 th Session in Barbados July 2007 Commit ourselves to working towards creating the conditions for equitable access for every CARICOM citizen to the necessary education and training that will allow them to realize their full potential as productive and creative members of our society Acknowledge the potential of ICTs to support distance education initiatives and continue to support the CKLN which will amplify the broad educational opportunities for our citizens will provide access to international education and research networks through the use of Internet technologies Telecom Training Corporation

55 Connect the Caribbean (CTC) One of the outcomes of the World Summit on the Information Society (WSIS) is to bridge the digital divide To achieve this, WSIS has set specific targets to improve access to ICTs, to be achieved by 2015 Connect the World is a multi stakeholder initiative, which encompasses partners and projects globally intent on achieving the goals of WSIS through partnerships, collaboration and cooperation Connect The Caribbean (CTC) Initiative is the Caribbean’s response to the Connect the World Initiative and was launched in 2008 A shared vision for Caribbean development and the advancement of the region’s people is the key principle which underlies the CTC initiative The initiative will be led by CANTO (Caribbean Association for National Telecommunications Organizations) in collaboration and partnership with other key public and private stakeholders, including: Caribbean Telecommunications Union (CTU) working with the regulatory environment ITU seeking global industry harmonization and growth CARICOM (Caribbean Community and Common Market) working for a Single Market and Single Economy for the Region Telecom Training Corporation

56 CTC Training Plans Preliminary Build human capacities through the delivery of courses via ICT Provide training and support for small businesses to develop websites ITU will collaborate on hosting a cyber security workshop Future Disaster management Cyber security Re-skills and E-skills E-learning/Distance Learning Telecom Training Corporation

57 Your Ideas for CTC Training Telecom Training Corporation

58 CANTO Annual Training – Conference and Trade Show – Human Resources & Training Best Practices Conference – Disaster Recovery Training – Mini-MBA Program – Telecom, Datacom, Networking, VoIP and IP for Non- Engineers – PeopleSurv – IT Training Future Plans – HR and Training Certifications – Comprehensive Training Curriculum for Members Telecom Training Corporation

59 CTU Regulatory and Government Conferences and Training – Policy and Technical Workshop – Internet Governance Workshop – Caribbean Ministerial Strategic Seminar Caribbean Center of Excellence – Recent Example: Multi Protocol Label Switching (MPLS) Technology and Applications Workshop – Venue - Antigua and Barbuda International Institute of Technology (ABITT), an ITU Centre of Excellence Node for the Caribbean Telecom Training Corporation

60 ASTD ASTD (American Society for Training and Development) Local Chapters in U.S. and Internationally National Chapter International Annual Meeting Regional Meetings Training Certifications Telecom Training Corporation 60

61 CPLP ASTD Certification Institute (ASTD CI) is an independent organization created by ASTD to take the lead and set professional industry standards for the learning and performance profession Vision – to provide world-class, accredited professional certification programs that provide recognized credentials for trainers and career professionals in workplace learning and performance Certifies professionals (CPLP) and courseware via the E-Learning Courseware Certification (ECC) for usability and design The ASTD Certification Institute built the CPLP (Certified Professional in Learning and Performance) Provides a way for workplace learning and performance professionals to: Prove their value to employers Be confident about their knowledge of the field Valid for 3 years and then can retest or earn recertification credits Telecom Training Corporation 61

62 CPLP Requirements and Details Requirements At least 3 years of industry-related experience and education Five years is preferred Desire to continue your professional development and prove your value More details Webcast Candidate Bulletin (CPLP Overview) Take the CPLP Readiness Assessment to help you decide Access the CPLP Sample Test Telecom Training Corporation 62

63 ASTD Competency Model Areas of Expertise (AOEs) 1. Career Planning and Talent Management 2. Designing and Delivering Learning 3. E-Learning 4. Leadership and Management Development 5. Learning as a Business Strategy 6. Facilitating Organizational Change 7. Measurement, Evaluation, and ROI 8. Performance Improvement 9. Personal and Professional Effectiveness Telecom Training Corporation 63

64 CPLP Components Broad-based and addresses 9 areas of expertise as defined by the ASTD Competency Model Knowledge exam has 150 multiple choice questions covering 9 areas Answer 75% of test items correctly to pass Work product assessment requires a sample of recent project work and essay responses pertaining to one of the following areas: 1. Designing learning 2. Delivering training 3. Improving human performance 4. Measuring and evaluating 5. Facilitating organizational change 6. Managing the learning function Telecom Training Corporation 64

65 CPLP Details Average preparation 8-12 weeks for knowledge exam 40 hours to prepare for the work product submission Time to complete the project 4 scheduled testing dates Testing fees range from $750 - $999 USD Preparation resources CPLP Candidate Bulleting: Knowledge Exam Content Outline – you assemble your own resources CPLP Practice Exam - $69 ASTD Learning System – 9 volume set of 1200 pages ASTD Learning System Webcast Series – Member Only Benefit ASTD Learning System Flash Cards ASTD Learning System CD-ROM Companion Study Tool ASTD CPLP Prep Workshop Telecom Training Corporation 65

66 ASTD Certificate Programs - TTC Can Become A Global Licensee For ASTD Certificate Programs In The Caribbean Region If There Is Enough Interest Based on ASTD Competency Study Helps prepare to obtain CPLP Action Learning Certificate Program Advanced Designing Learning Certificate Program Advanced E-Learning Instructional Design Certificate Program Building Workplace Relationships Certificate Program Business Essentials Certificate Program Career Planning and Talent Management Certificate Program Coaching Certificate Program Consulting Skills for Trainers Certificate Program CPLP Prep Workshop Creating Leadership Development Programs Certificate Program Designing Learning Certificate Program ED-Learning Instructional Design Certificate Program Facilitating Organizational Change Certificate Program Human Performance Improvement in the Workplace Certificate Program Analyzing Human Performance Certificate Program Evaluating HPI Solutions Certificate Program Managing Organizational Knowledge Certificate Program Managing the Learning Function Certificate Program Measuring and Evaluating Learning Certificate Program Project Management For Trainers Certificate program Rapid Learning Techniques Certificate Program ROI Skill-Building Certificate Program Test Design and Delivery Certificate Program Training Certificate Program Telecom Training Corporation 66

67 ASTD Resources ASTD Store MP3, iPod Audio and AudioPoint collection from the conference Conference Recordings Books ASTD Handbook for Workplace Learning Professionals (trainer, performance consultant, learning professional) Infoline – a monthly reference publication that provides tips, tools, and trends that enable you to develop a powerful training curriculum for virtually any program (1 year subscription price) Infoline Job Aids Training Magazine 2008 Executive Development Study sponsored by Booz Allen Hamilton State of the Industry Report Other Research Studies Telecom Training Corporation 67

68 ASTD Conference Resources Hundreds of speeches in the categories of AOEs Learning Labs Change manager/facilitator Coach Designer E-learning designer External consultants Facilitators Learning executives New practitioners Performance technologist Senior practitioner Telecom Training Corporation 68

69 How Could ASTD Be A Resource for You and Your Training Team? Telecom Training Corporation 69

70 SHRM SHRM (Society for Human Resource Management) The world’s largest professional association devoted to human resource management Founded in 1948, it represents: 225,000 individual members in over 125 countries Has more than 575 affiliated chapters in the US Has offices in China and India Resources Annual and regional conferences Access to SHRM Online Annual subscription to HR Magazine Access to SHRM Information Center White papers Research reports Webcasts Networking Discounts on educational opportunities Books and products at the SHRMStore Certifications – PHR, SPHR, GPHR Telecom Training Corporation 70

71 HR Competency Study Human Resource Competency Study Largest global study on HR competencies Talent Manager/Organizational Designer Operational Executor Credible Activist Business Ally Culture and Change Steward Strategy Architect HR Competency Toolkit – online development planning tool HR Competency 360 for Individuals HR Competency Self Assessment Telecom Training Corporation 71

72 HRCI Certifications from HRCI (Human Resource Certification Institute), an affiliate of SHRM PHR (Professional in Human Resources) – technical/operational aspects of HR SPHR (Senior Professional in Human Resources) – strategic HR and policy issues GPHR (Global Professional in Human Resources) Use the SHRM Global Learning System to prepare Actual exam – 225 questions Assessment exam – 75 questions Certification Preparation Tools and Courses Telecom Training Corporation 72

73 Other SHRM Resources Certificate Programs Essentials of Human Resource Management HR Generalist HR in Alignment Resources to Complement Conference Experiences Conference Presentations On-line Prior to Conference Post-conference with audio Purchase audio recordings Other Training Base Compensation Incentive Compensation Diversity Executive Education Programs Sustaining a Competitive Through a Culture of Excellence Critical HR Strategies Forging the HR/CEO Alliance HR in the Public Sector: Meeting Critical Challenges Strategic Leadership: The Next Paradigm for HR Strategic Persuasion and Talent Acquisition Executive Coaching: Your Tool for Winning the Leadership Development Challenge Telecom Training Corporation 73

74 SHRM Business Education Courses Understanding the Basics of Finance Conflict Resolution Skills for HR Professionals Building Business Strategy The Legal Environment for Business Professionals Managing Individual and Organizational Change Effective Communication in the C-Suite Developing a Training Strategy for Effective Leadership Measuring Return on Investment Negotiation Skills for Successful Business Results Financial Decision Making Creating an HR Strategy Strategic Management of Mergers and Acquisitions Creating a Culture of Innovation Global Strategy and Cross- Cultural Management Telecom Training Corporation 74

75 Other SHRM Resources SHRM HR Knowledge Center Call or Knowledge Advisors White papers HR basics HR tools menu Samples Toolkits Other resources SHRM Online News Research Resources SHRM Webcasts – 44 per year Resources for HR Educators HR Scorecard SHRM e-Learning Telecom Training Corporation 75

76 How Could SHRM Be a Resource to You and Your HR Team? Telecom Training Corporation 76

77 NTCA National Telephone Cooperatives Association (NTCA) Since 1954, the NTCA has served as the voice of small, rural telecommunications carriers Our members are community-based, locally owned companies that are dedicated to providing vital telecommunications services to ensure the economic future of rural America NTCA has more than 560 member companies that provide local, wireless, Internet, cable, satellite, and long distance to some of the most remote, sparsely populated areas of the nation Telecom Training Corporation 77

78 NTCA Conferences Wireless Symposium Annual Meeting and Expo Telecom Executive Forum IP Possibilities Conference Legislative and Policy Conference Spring Public Relations and Marketing Conference PR and Marketing Interactive Conference HRNet (Human Resources) Conference Regional Meetings Finance and Accounting Conference Fall Conference Telecom Training Corporation 78

79 NTCA Information, Resources, Tools Industry news through Rural Telecommunications monthly magazine Legislative and regulatory information through weekly Washington Report Your peers and industry partners through the Exchange newsletter Marketing data and trends through our Marketing & Benchmark study NTCA Membership Directory Marketing and HR Online Networking Resources Telecom Training Corporation 79

80 NTCA HR Tools Human Resources Survival Kit Salary and benefits data through the Compensation and Benefits study Sample Job Position Descriptions Guide Personnel Policies Guide Board Policies Guide Human Resources Consulting – “An extension of your HR Department” Executive Search Services HR Tools Employee Satisfaction Survey Personnel Policy Manual Organizational Assessment Performance Appraisal Systems Compensation Programs NTCA Telecommunications Job Center Telecom Training Corporation 80

81 NTCA Benefits Programs Medical Coverage Dental Coverage Retirement and Security Savings Plan Disability Coverage Group Life Insurance Accidental and Travel Coverage 81 Telecom Training Corporation

82 NTCA Supplemental Benefits Programs Deferred Compensation Program Pre-Funding Post-Retirement Benefits 529 College Savings Plan Flexible Spending Administration FAS-106 Calculation Services and Prefunding Trusts Long-Term Care Insurance Key-Person Program Directors and Officers Liability Insurance 82 Telecom Training Corporation

83 NTCA Training Benefits Related Fundamentals of Money Management Portfolio Development Pre-Retirement Planning Benefits Benefit Webcast HR Related Interviewing Conflict Resolution Performance Evaluations Legal Issues Time Management 83 Telecom Training Corporation

84 NTCA Certificate Programs and Continuing Education The education department manages a series of internal continuing education certificate programs for members: Excellence in Leadership (EIL) Certificate Director Core Curriculum (DCC) Certificate General Manager Certificate (GMC) Program Key Employee Certificate (KEC) Two external continuing education programs are also available for select programming: Continuing Legal Education (CLE) program - attorneys Continuing Professional Education (CPE) program - accountants 84 Telecom Training Corporation

85 NTCA Core Curriculum - Sample Board Finance – DCC, GMC Board/Manager Relations – DCC, GMC Board Planning - DCC The Board Sets Policy – DCC, GMC Coaching and Counseling – GMC, KEC Compensation Issues - GMC Cooperative Tax – GMC, KEC Corporate Structure and Strategies - GMC Costs and Separations Update – GMC, KEC Customer Service: Strategies for Success – GMC, KEC Dealing with Difficult Employees - GMC Director Legal Liabilities – DCC, GMC 85 Telecom Training Corporation

86 How Could NTCA Be A Resource to Your and Your Organization? Telecom Training Corporation

87 Other Telecommunications Training Resources Engineering – Vendors (Ericsson, Nortel, Alcatel/Lucent) – Private Engineering Training Firms in the U.S. IT – Technical Institutes – Local IT training companies Universities – University of the West Indies (UWI) - Postgraduate Diploma in Telecommunications Regulation and Policy Call Centers – Dominican Republic Additional Examples - Telecom Training Corporation

88 Training at Telecommunications Conferences Informa/IBC (International Business Communications) GSM Association CDMA Development Group CTIA (Cellular Telecommunications Industry Association) CTO (Commonwealth Telecommunications Organization) ITU (International Telecommunications Union) Other Examples: - Telecom Training Corporation

89 Miscellaneous Resources SmartBrief on Leadership US Telecom Webinars CARILEC – HR Conference in BVI in September 2008 CCTA (Caribbean Cable and Telecommunications Association) – annual meeting in January each year Other Examples: - Telecom Training Corporation 89

90 Melissa Harris, MBA President, Telecom Training Corporation Future CANTO HR and Training Plans

91 CANTO Training and Future Plans Annual Training – Conference and Trade Show – Human Resources & Training Best Practices Conference – Disaster Recovery Training – Mini-MBA Program – Telecom, Datacom, Networking, VoIP and IP for Non- Engineers – PeopleSurv – IT Training Future Plans – HR and Training Certifications – Comprehensive Training Curriculum for Members Telecom Training Corporation

92 Ideas for Future CANTO Training Telecom Training Corporation

93 Melissa Harris, MBA President, Telecom Training Corporation Summary of Best Practices to Take Back to Your Leadership for Review and Implementation

94 HR and Training Challenges – Melissa Harris, Telecom Training Corporation Telecom Training Corporation Best PracticesYour Action Plans

95 Maintaining Industrial Harmony at Work - Karen Sutherland, Director of Training, Human Resources Division, Atlantis-Paradise Island Telecom Training Corporation Best PracticesYour Action Plans

96 PeopleSurv - Susan Coote, Executive Partner, Coote Harvard Telecom Training Corporation Best PracticesYour Action Plans

97 Strategic Management Development - Jan Willem de Seriere, Senior Manager, KPMG Advisory Services B.V. Telecom Training Corporation Best PracticesYour Action Plans

98 Social/Technical Development Training for a Caribbean People - Sean Rogers, Managing Director, Genesis Innovative Solution Telecom Training Corporation Best PracticesYour Action Plans

99 Culture Change: Focusing on the Customer While Improving Morale and Productivity - Ian Blanchard, Chief Executive, Cable & Wireless Grenada Telecom Training Corporation Best PracticesYour Action Plans

100 Helping Your Employees Better Manage Stress During Challenging Times - Rochelle Lightbourn, Senior Manager, Training and Development Department, The Bahamas Telecommunications Limited Telecom Training Corporation Best PracticesYour Action Plans

101 Communicating with Senior Leaders with Powerful Presentations - Craig Albury, President, Bahamas Technical Trainers Telecom Training Corporation Best PracticesYour Action Plans

102 Focusing on the Employee: Leveraging the Power of Employee Assistance Programs - Richard Adderley, Director of Human Resources, Cable Bahamas Telecom Training Corporation Best PracticesYour Action Plans

103 Connect the Caribbean from an HR and Training Perspective - Dr. Kim Mallalieu, The University of the West Indies Telecom Training Corporation Best PracticesYour Action Plans

104 HR and Training Plans from Caribbean Operators – Melissa Harris, Telecom Training Corporation Telecom Training Corporation Best PracticesYour Action Plans

105 Preparing For and Developing ICT Skills - Melissa Harris, Telecom Training Corporation Telecom Training Corporation Best PracticesYour Action Plans

106 Training and HR Resources for Caribbean Professionals - Melissa Harris, Telecom Training Corporation Telecom Training Corporation Best PracticesYour Action Plans

107 Future CANTO HR and Training Plans - Melissa Harris, Telecom Training Corporation Telecom Training Corporation Best PracticesYour Action Plans

108 Melissa Harris, MBA President, Telecom Training Corporation Your Personal Action Plans

109 Your Action Plans - Summary Telecom Training Corporation

110 Melissa Harris, MBA President, Telecom Training Corporation Wrap-Up

111 Conference Feedback Telecom Training Corporation 1. What were the most valuable parts of the conference for you? Why? 2. What was the least valuable parts? Why? 3. What topics would you like to see included next year’s conference? 4. Other Comments: 5. Your Name:

112 Best Wishes! Contact Info Melissa Harris, MBA President, Telecom Training Corporation office mobile Telecom Training Corporation


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