CANTO 2nd Annual Human
Resources Training Best Practices
Conference
Melissa Harris, MBA
President, Telecom Training Corporation
Table of Contents
Topic
Page
Introduction
1
Speaker Bios and Presentations
10
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 Plans
90
Summary of Best Practices to Take Back
to Your Leadership for Review and
Implementation
93
Your Personal Action Plans
108
Wrap-Up
110
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Telecom Training Corporation
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Welcome and Introductions
 Name
 Company
 Title
 Location
 How long in HR and/or training
 How long with your company
 Did you come to our 1st conference last year?
 Favorite hobby
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Telecom Training Corporation
www.telecomtrainingcorporation.com
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:
• 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
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Telecom Training Corporation
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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
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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
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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
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Housekeeping Issues
 Presentations will be typically 45 minutes in length with a
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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
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Telecom Training Corporation
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Major Challenges
Human Resources
Training
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Speaker Bios and
Presentations
Melissa Harris, MBA
President, Telecom Training Corporation
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
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Jan Willem De Seriere
Name: •
Jan Willem De Seriere
Function: • Senior M anager, KPM G Dutch Caribbean
Study and Qualifications: • Nederlands Recht, Universiteit Utrecht, Nederland (M r.)
•
•
Postdoctorale opleiding Change management, Rijksuniversiteit Groningen, Nederland
•
•
•
SHL instruments certified, Nederland
Human Synergistics Training (OCI, GSI, LSI) certified, Human Synergistics - Doedijns,
Nederland.
Advanced Consultancy skills and project management KPM G Nederland
Leading teams and Team effectiveness, Citigroup M umbai, India
Experience Summary: • Jan Willem has more than 13 years of experience as organizational advisor, alw ays in
relationship to organizational structuring issues, development of people, HR strategies,
competency and performance management and the guidance of migrat ion processes. He
has executed these assignments in the public as w ell as in the profit sector.
•
Jan Willem performed as the program manager for the core task analyses project
(‘Kerntakenanalyse’) for the Government of Aruba and has been involved in a large
restructuring program of a governmental department on Curacao.
Public and private sector • Public sector (Island Government, Federal Government, Federal and Island departments)
experience: • Financial sector (banking, insurance, pension funds and trading companies)
•
•
Utility companies (w ater and electricity )
FM GC sector
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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"
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Craig Albury
 Craig Albury is employed at Bahamas Technical & Vocational Institute in the Department of
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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.
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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.
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Dr. Kim Mallalieu
 Dr. Kim Mallalieu is the Head of the Department of Electrical and Computer Engineering at
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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 1987. She is a Fulbright Fellow and has served as Visiting Scientist at MIT on
different occasions. She joined UWI in 1987.
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.
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Melissa Harris
 Former roles
 President of Telecom
 Cingular (now AT&T) -
Training Corporation
founded in 1996
 Recent speaking
engagements
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 CANTO
 CTU
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 IBC/Informa
 Novatech
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 RCA
 ITU
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
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Telecom Training Corporation
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HR and Training Plans from
Caribbean Operators
Melissa Harris, MBA
President, Telecom Training Corporation
Major HR and Training Initiatives
 HR
 Training
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HR Projects – Page 1
HR Project
Examples
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HR Projects – Page 2
HR Project
Examples
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HR Projects – Page 3
HR Project
Examples
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Most Important Types of Training
– Page 1
Type of Training
Examples
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Most Important Types of Training
– Page 2
Type of Training
Examples
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Most Important Types of Training
– Page 3
Type of Training
Examples
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Examples of Operator Training
Planned and/or Implemented
 APUA
 Smitcoms/Telem
 SETAR
 Laqtel
 Cable TV Aruba
 Alcatel/Lucent
 BTL
 BTC
 Smart!
 Telmex
 CCT Boatphone
 Cable & Wireless
 MiPhone
 TSTT
 PRT Claro
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Examples of Operator Training
Company
Location
Training
Antigua Public
Utilities Authority
Antigua
• Wireless Data Basics
• Excellent Service
SETAR
Aruba
• Excellent Service at SETAR
• Management Skills for IT Professionals
Cable TV Aruba
Aruba
• 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
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Examples of Operator Training
Company
Location
Training
MiPhone
Jamaica
• Leadership
• Sales Management
PRT Claro
Puerto Rico
• Call Center
Smitcoms/
Telem
St. Martin
• Telecommunications Basics
Laqtel
Trinidad
Alcatel/Lucent
Caribbean and Latin • Best Sales Practices
American (CALA)
• Selling in Newly Deregulated Markets
Region
• Selling Against the Competition
• Business Selling Skills
• In-Depth Product Training
• Sales Refresher Workshop
• Orientation Training for All Employees
• Management Training
• Hiring Skills For Managers
• Laqtel Call Center Training
• Outsourced Call Center Training
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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
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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
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Cable & Wireless Examples of Training
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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
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Cable & Wireless Examples of Training
Location
Training
British Virgin Isles • Excellent Retail Customer Service at C&W
(BVI)
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
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Telecom Training Corporation
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TSTT (Telecommunications Services of
Trinidad and Tobago) Examples of Training
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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
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Preparing For and
Developing ICT Skills
Melissa Harris, MBA
President, Telecom Training Corporation
ICT Issues for CTC
1.
2.
3.
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6.
7.
8.
9.
10.
A basic ICT skills model
Selecting the right skill set
How to upgrade the current skill sets
HR for ICT functions
ICT functions required for telecommunications
The key role ICT plays in future technologies
Skills needed to leverage ICT
Necessary skill sets to move into ICT
Available and desired ICT training programs
Schedule of ICT training in 2008 for operators and citizens
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1. A Basic ICT Skills Model
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2. Selecting The Right Skill Set
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3. How To Upgrade The Current
Skill Sets
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4. HR For ICT Functions
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5. ICT Functions Required For
Telecommunications
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6. The Key Role ICT Plays In Future
Technologies
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7. Skills Needed To Leverage ICT
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8. Necessary Skill Sets To Move
Into ICT
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9. Available And Desired ICT
Training Programs
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10. Schedule Of ICT Training In 2008 For
Operators And Citizens
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Training and HR Resources
for Caribbean Professionals
Melissa Harris, MBA
President, Telecom Training Corporation
Agenda
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CKLN (Caribbean Knowledge and Learning Network)
and CTC (Connect the Caribbean)
Associations
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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
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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
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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:
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Entrepreneurship
Marketing
Time management
Teamwork
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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
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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
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CKLN Purposes
1.
2.
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
Provide a regional education and research
network (C@ribNET) connecting all Caribbean
countries, so educational institutions can
collaborate and partner in the development and
dissemination of knowledge to Caribbean
people
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CKLN Beneficiaries
•
CARICOM member states and
associate members
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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
•
•
•
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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
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CARICOM Heads of Government
28th 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
 C@ribNET will provide access to international education
and research networks through the use of Internet
technologies
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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
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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
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Your Ideas for CTC Training
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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 NonEngineers
– PeopleSurv
– IT Training
• Future Plans
– HR and Training Certifications
– Comprehensive Training Curriculum for Members
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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
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ASTD
 ASTD (American Society for Training and
Development)
 Local Chapters in U.S. and Internationally
 National Chapter
 International Annual Meeting
 Regional Meetings
 Training Certifications
 www.astd.org
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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:
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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
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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
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ASTD Competency Model Areas of
Expertise (AOEs)
1.
2.
3.
4.
5.
6.
7.
8.
9.
Career Planning and Talent Management
Designing and Delivering Learning
E-Learning
Leadership and Management Development
Learning as a Business Strategy
Facilitating Organizational Change
Measurement, Evaluation, and ROI
Performance Improvement
Personal and Professional Effectiveness
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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.
2.
3.
4.
5.
6.
Designing learning
Delivering training
Improving human performance
Measuring and evaluating
Facilitating organizational change
Managing the learning function
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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
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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










 Facilitating Organizational Change


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









66
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
www.telecomtrainingcorporation.com
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
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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
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How Could ASTD Be A Resource for
You and Your Training Team?
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Telecom Training Corporation
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SHRM
 SHRM (Society for Human
 Resources
Resource Management)
 Annual and regional
 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

 www.shrm.org

70
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
www.telecomtrainingcorporation.com
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
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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
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Other SHRM Resources
 Certificate Programs
 Executive Education Programs
 Essentials of Human Resource
 Sustaining a Competitive
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
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
 Incentive Compensation
 Diversity
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SHRM Business Education Courses
 Understanding the Basics of






 Measuring Return on
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






74
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 CrossCultural Management
Telecom Training Corporation
www.telecomtrainingcorporation.com
Other SHRM Resources
 SHRM HR Knowledge
Center
 SHRM Online
 News
 Call or email Knowledge
 Research
Advisors
 White papers
 HR basics
 HR tools menu
 Resources



 SHRM Webcasts – 44
per year
 Resources for HR
Samples
Toolkits
Other resources
Educators
 HR Scorecard
 SHRM e-Learning
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Telecom Training Corporation
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How Could SHRM Be a Resource to
You and Your HR Team?
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Telecom Training Corporation
www.telecomtrainingcorporation.com
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
 www.ntca.org
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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
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Telecom Training Corporation
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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
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Telecom Training Corporation
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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
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Telecom Training Corporation
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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
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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
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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
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NTCA Certificate Programs and
Continuing Education
 The education department
manages a series of internal
continuing education
certificate programs for
members:
 Two external continuing
education programs are
also available for select
programming:
 Excellence in Leadership
 Continuing Legal
(EIL) Certificate
 Director Core Curriculum
(DCC) Certificate
 General Manager Certificate
(GMC) Program
 Key Employee Certificate
(KEC)
Education (CLE)
program - attorneys
 Continuing Professional
Education (CPE)
program - accountants
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Telecom Training Corporation
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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
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Telecom Training Corporation
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How Could NTCA Be A Resource to
Your and Your Organization?
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Telecom Training Corporation
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Other Telecommunications Training
Resources
•
 Additional Examples
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
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Telecom Training Corporation
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Training at Telecommunications
Conferences
•
•
•
•
•
•
• Other Examples:
Informa/IBC (International
Business Communications)
GSM Association
CDMA Development Group
CTIA (Cellular
Telecommunications Industry
Association)
CTO (Commonwealth
Telecommunications
Organization)
ITU (International
Telecommunications Union)
-
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Telecom Training Corporation
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Miscellaneous Resources




SmartBrief on Leadership http://r.smartbrief.com
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:
-
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Telecom Training Corporation
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Future CANTO HR and
Training Plans
Melissa Harris, MBA
President, Telecom Training Corporation
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 NonEngineers
– PeopleSurv
– IT Training
• Future Plans
– HR and Training Certifications
– Comprehensive Training Curriculum for Members
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Telecom Training Corporation
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Ideas for Future CANTO Training
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Telecom Training Corporation
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Summary of Best Practices to
Take Back to Your Leadership
for Review and Implementation
Melissa Harris, MBA
President, Telecom Training Corporation
HR and Training Challenges – Melissa
Harris, Telecom Training Corporation
Best Practices
Your Action Plans
94
Telecom Training Corporation
www.telecomtrainingcorporation.com
Maintaining Industrial Harmony at Work Karen Sutherland, Director of Training, Human
Resources Division, Atlantis-Paradise Island
Best Practices
Your Action Plans
95
Telecom Training Corporation
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PeopleSurv - Susan Coote, Executive
Partner, Coote Harvard
Best Practices
Your Action Plans
96
Telecom Training Corporation
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Strategic Management Development Jan Willem de Seriere, Senior Manager, KPMG
Advisory Services B.V.
Best Practices
Your Action Plans
97
Telecom Training Corporation
www.telecomtrainingcorporation.com
Social/Technical Development Training for a
Caribbean People - Sean Rogers, Managing Director,
Genesis Innovative Solution
Best Practices
Your Action Plans
98
Telecom Training Corporation
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Culture Change: Focusing on the Customer While
Improving Morale and Productivity - Ian Blanchard, Chief
Executive, Cable & Wireless Grenada
Best Practices
Your Action Plans
99
Telecom Training Corporation
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Helping Your Employees Better Manage Stress During
Challenging Times - Rochelle Lightbourn, Senior Manager,
Training and Development Department, The Bahamas
Telecommunications Limited
Best Practices
Your Action Plans
100
Telecom Training Corporation
www.telecomtrainingcorporation.com
Communicating with Senior Leaders with Powerful
Presentations - Craig Albury, President, Bahamas
Technical Trainers
Best Practices
Your Action Plans
101
Telecom Training Corporation
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Focusing on the Employee: Leveraging the Power of
Employee Assistance Programs - Richard Adderley, Director
of Human Resources, Cable Bahamas
Best Practices
Your Action Plans
102
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Connect the Caribbean from an HR and Training
Perspective - Dr. Kim Mallalieu, The University of the
West Indies
Best Practices
Your Action Plans
103
Telecom Training Corporation
www.telecomtrainingcorporation.com
HR and Training Plans from Caribbean Operators –
Melissa Harris, Telecom Training Corporation
Best Practices
Your Action Plans
104
Telecom Training Corporation
www.telecomtrainingcorporation.com
Preparing For and Developing ICT Skills - Melissa
Harris, Telecom Training Corporation
Best Practices
Your Action Plans
105
Telecom Training Corporation
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Training and HR Resources for Caribbean
Professionals - Melissa Harris, Telecom Training
Corporation
Best Practices
Your Action Plans
106
Telecom Training Corporation
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Future CANTO HR and Training Plans
- Melissa Harris, Telecom Training Corporation
Best Practices
Your Action Plans
107
Telecom Training Corporation
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Your Personal Action Plans
Melissa Harris, MBA
President, Telecom Training Corporation
Your Action Plans - Summary
1.
2.
3.
4.
5.
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Wrap-Up
Melissa Harris, MBA
President, Telecom Training Corporation
Conference Feedback
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:
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Best Wishes!
Contact Info
 Melissa Harris, MBA
 President, Telecom Training Corporation
 615-298-5429 office
 615-838-2535 mobile
 www.telecomtrainingcorporation.com
 melissa@telecomtrainingcorporation.com
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