training modules with objectives - reshmi rajesh.xls

7/27/2019 Training Modules with Objectives - Reshmi Rajesh.xls

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# Program Id Program Module Id Module

1 M1

Associate Development

Program - Level 1 M1 All Modules

2 M1


Program - Level 1 S2 Corporate Etiquette

3 M1


Program - Level 1 S3 Interpersonal skills

4 M1


Program - Level 1 S4 Customer Service

5 M1


Program - Level 1 S5 Team Building

6 M2


Program - Level 2 M2 All Modules

7 M2


Program - Level 2 S7

Advanced Communication

skills

8 M2


Program - Level 2 S8 Managing Performance

9 M2


Program - Level 2 S9 Managing time

10 M2


Program - Level 2 S10 Motivation

11 M3 QPEP - 100 M3 All Modules

12 M3 QPEP - 100 S12 Listening skills


2/40

13 M3 QPEP - 100 S13 Feedback & Coaching skills

14 M3 QPEP - 100 S14

Business Communication

Skills

15 M4 QPEP-200 M4 All Modules

16 M4 QPEP-200 S16 Feedback & Coaching skills

17 M4 QPEP-200 S17 Presentation skills

18 M4 QPEP-200 S18 Change Management

19 M4 QPEP-200 S19


Skills20 M5 Enabling Leaders M5 All Modules

21 M5 Enabling Leaders S21 M1-Managing expectations

22 M5 Enabling Leaders S22 M2-Managing a team

23 M5 Enabling Leaders S23 M3-Managing Performance

24 M5 Enabling Leaders S24 M4-Planning & Goal Setting

25 M5 Enabling Leaders S25 M5-Feedback

26 M5 Enabling Leaders S26 M6-Coaching


3/40

27 M5 Enabling Leaders S27 M7-Managing Conflict

28 M5 Enabling Leaders S28 M8-Delegation

29 M5 Enabling Leaders S29 M9-Client Interaction skills

30 M6 Facilitation skills S30 Enhancing Facilitation Skills

31 M6 Facilitation skills S31 Facilitation Skills-Teach Back

32 M7

Essentials for Designing

Training S32

Essentials for Designing

Training

33 M8 Feedback & Coaching M8 All Modules

34 M8 Feedback & Coaching S34 Feedback

35 M8 Feedback & Coaching S35 Coaching

36 M9 First Time Leaders M9

All Modules

37 M9 First Time Leaders S37

M1-Managing expectations


4/40


M2- Team Management


M3-Motivation


M4-Managing Performance


M5-Planning & Goal Setting

58 M11 Kaleidoscope 3600 M11 All Modules

59 M11 Kaleidoscope 3600 S59

Effective Monitoring

through a Checklist

60 M11 Kaleidoscope 3600 S60 Business Communication

61 M11 Kaleidoscope 3600 S61 Effective Time Management

62 M11 Kaleidoscope 3600 S62 Lead by Action

63 M11 Kaleidoscope 3600 S63 Personal Excellence

64 M11 Kaleidoscope 3600 S64 GL- Roles & Responsibilities

65 M11 Kaleidoscope 3600 S65 Retention Strategy

66 M11 Kaleidoscope 3600 S66 Self Motivation

67 M11 Kaleidoscope 3600 S67 HR for YOU68 M11 Kaleidoscope 3600 S68 Conflict Management

69 M11 Kaleidoscope 3600 S69 Feedback & Mentoring

70 M11 Kaleidoscope 3600 S70 Strategic Management

71 M11 Kaleidoscope 3600 S71 Goal setting

72 M11 Kaleidoscope 3600 S72 Situational Leadership

73 M11 Kaleidoscope 3600 S73 Balance Scorecard


5/40

74 M11 Kaleidoscope 3600 S74 7 Secrets of Effective People


Problem Solving & Decision

Making


Monday Morning

Leadership

77 M11 Kaleidoscope 3600 S77 Business Finance


Understanding our

Technology

79 M11 Kaleidoscope 3600 S79 Popcorn Leadership


Presentation skills - session

1 & 2

81 M11 Kaleidoscope 3600 S81 Aetna- A Business review


Customer Relationship

Management & Account

Management

83 M11 Kaleidoscope 3600 S189 Baseline Assessment84 M11 Kaleidoscope 3600 S190 Final Assessment

85 M12 Leadership Par Excellence M12 All Modules

86 M12 Leadership Par Excellence S84 Managerial Expectations

87 M12 Leadership Par Excellence S85 Teaming

88 M12 Leadership Par Excellence S86 Motivation & Performance

89 M12 Leadership Par Excellence S87 Coaching & Mentoring

90 M12 Leadership Par Excellence S88

Delegation & Succession

Planning

91 M12 Leadership Par Excellence S89 Client Interfacing skills

92 M13 Presentation Skills M13 All Modules

93 M13 Presentation Skills S91 Presenting with an Impact

94 M13 Presentation Skills S92 Working with PPT

95 M14 SPADE S93 Performance Appraisal


6/40

96 M14 SPADE S94

Performance Appraisal

Refresher

97 M14 SPADE S95

Performance Appraisal- One

on One Coaching

98 M15

Transcend - Creating

Future Leads M15 All Modules

99 M15


Future Leads S97

GL/TL- Roles &

Responsibilities

100 M15


Future Leads S98

"Airtel Business and

Wheels of Values/"

101 M15


Future Leads S99

Goals A pathway to

success (includes time

management)

102 M15


Future Leads S100

Group Dynamics: Working in

a Team

103 M15Transcend - CreatingFuture Leads S101 Capacity Planning

104 M15


Future Leads S102 Business Communication

105 M15


Future Leads S103

Effective monitoring

through a Checklist

106 M15


Future Leads S104

Tools we Use QC & MS

Office Tools

107 M15


Future Leads S105 Change Management

108 M15


Future Leads S106 Conflict Management

109 M15


Future Leads S107 Self Motivation

110 M15


Future Leads S108 HR for YOU

111 M15


Future Leads S109 Interviewing Skills

112 M15


Future Leads S110 Feedback & Mentoring

113 M15


Future Leads S111 Presentation Skills

114 M15


Future Leads S112 Corporate Image & You

115 M15


Future Leads S187 Baseline Assessment

116 M15


Future Leads S188 Final Assessment

117 M16 1-1Coaching -IDP S113 IDP Discussions

118 M17 Business Request S114

Account Relationship

Management


7/40

119 M17 Business Request S115 Adult Learning Principles

120 M17 Business Request S116 Aetna a Business Review

121 M17 Business Request S117 American Culture

122 M17 Business Request S118 Behavioural Induction

123 M17 Business Request S119 Briefing Skills



Skills

125 M17 Business Request S121 Call Flow Etiquette


Career Planning / Growth in

HGS

127 M17 Business Request S123 Client Interaction Skills

128 M17 Business Request S124 Communicating in a Team

129 M17 Business Request S125 Conflict Management

130 M17 Business Request S126 Corporate Image & U

131 M17 Business Request S127 Corporate Induction

132 M17 Business Request S128 7 Secrets of Effective People

133 M17 Business Request S129 Decision Making

134 M17 Business Request S130 Excelling in Excel

135 M17 Business Request S131 Goal Setting

136 M17 Business Request S132 IJP Grooming

137 M17 Business Request S133 Influencing skills

138 M17 Business Request S134 Intellectual Property Rights


8/40

139 M17 Business Request S135 Interviewing Skills

140 M17 Business Request S136 Lead By Action


Leading through Managing

performance

142 M17 Business Request S138 Listening Skills

143 M17 Business Request S139 Managing Change


Maximizing Your Training

Investment


Monday Morning

Leadership

146 M17 Business Request S142 Open Office Calc

147 M17 Business Request S143 People Management148 M17 Business Request S144 Popcorn Leadership

149 M17 Business Request S145 Pronounce

150 M17 Business Request S146 Professional Selling Skills

151 M17 Business Request S147 Professional Sales Coaching

152 M17 Business Request S148 Self Motivation


Success Through

Accountability

154 M17 Business Request S150 Team Building

155 M17 Business Request S151 Telephone Etiquette

156 M17 Business Request S152 Time Management

157 M17 Business Request S153 Train the Trainer

158 M17 Business Request S154 Customer Service

159 M17 Business Request S155 Customer Handling Skills


9/40

160 M17 Business Request S156 Customer Loyalty

161 M17 Business Request S157Business Writing skillsCoaching

162 M17 Business Request S158 E Mail Etiquette

163 M17 Business Request S159 Talk a Lot

164 M17 Business Request S184 Selling skills

165 M17 Business Request S185 Language Enhancement

166 M17 Business Request S186 Voice & Accent

167 M18

R.A.C.E. Rapidly

Achieving Continuous

Excellence M18 All Modules

168 M18

R.A.C.E. Rapidly


Excellence S161 Baseline Assessment

169 M18

R.A.C.E. Rapidly


Excellence S162 Final Assessment

170 M18

R.A.C.E. Rapidly

Achieving ContinuousExcellence S163 Humana - A Business review

171 M18

R.A.C.E. Rapidly


Excellence S164 Business Finance

172 M18

R.A.C.E. Rapidly


Excellence S165

Understanding our

Technology

173 M18

R.A.C.E. Rapidly


Excellence S166


Skills

174 M18

R.A.C.E. Rapidly

Achieving ContinuousExcellence S167 Effective Time Management

175 M18

R.A.C.E. Rapidly


Excellence S168

Strategic Management -

Creating Value in a

Turbulent World


10/40

176 M18

R.A.C.E. Rapidly


Excellence S169 Feedback and Coaching

177 M18

R.A.C.E. Rapidly


Excellence S170 Goal setting

178 M18

R.A.C.E. Rapidly


Excellence S171 Mentoring Skills

179 M18

R.A.C.E. Rapidly


Excellence S172 Lead by Action

180 M18

R.A.C.E. Rapidly


Excellence S173

Problem Solving & Decision

Making

181 M18

R.A.C.E. Rapidly


Excellence S174 Conflict Management

182 M18

R.A.C.E. Rapidly


Excellence S175 Personal Excellence

183 M18

R.A.C.E. Rapidly


Excellence S176

Presentation skills-

Application

184 M18

R.A.C.E. Rapidly


Excellence S177 Popcorn Leadership

185 M18

R.A.C.E. Rapidly


Excellence S178

7 Habits for effective

Managers

186 M18

R.A.C.E. Rapidly


Excellence S179 Self Motivation

187 M18

R.A.C.E. Rapidly


Excellence S180 Situational Leadership

188 M18

R.A.C.E. Rapidly


Excellence S181 Retention Strategy

189 M18

R.A.C.E. Rapidly

Achieving ContinuousExcellence S182 CRM

190 M18

R.A.C.E. Rapidly


Excellence S183 HR for you


11/40

Objective

Understanding the requisites of corporate finesse

Understanding different customers & customer expectations

Strengthening communication skills to enhance professionalism, personal

presence and potential for advancement

Enhancing teamwork for high quality performance

Build an impactful First impression,

Know the importance of Etiquette at work place

Identify and be able to relate to the Work Culture in HGS

Learn the difference between Listening and hearing

Learn to appreciate the importance of empathizing and how to empathize

Learn & apply various Questioning techniques

Define what is service and the aspects of customer service

Define who is a customer and what are their expectations

Meet and exceed Customer expectations.

Identify methods by which you can provide efficient customer service.

Learn to work in and as a team - understand the meaning and purpose

Understand and apply the team building process

Understand your strengths and roles better and become more effective as

a team

Understand the importance to work in a team

Understanding and identifying people and behaviour

Identifying the relationship between motivation and goal setting

Learning how to make smart goals and manage ones performance

. Understand communication process

. Know the components of verbal communication

. Understand styles of communication

. Develop an action plan to improve your communication skills

Understand importance of managing your performance

Apply SMART Principles to set goals and achieve them

Understand your role in managing your own performance

What is Managing Time and its benefits

What stops us from Managing Time

Tools & techniques

SMART goals for Managing Time

Business Communication, Listening Skills, Feedback & Coaching:Thesethree modules are a part of QPEP certification Level 1


12/40

Achieves shared understanding

Directs the flow of information

Helps people overcome barriers to open discussion

Stimulates others to take action to active goals

Channels information to encourage people to think in new ways and to act

more effectively

Why Change?

Reactions to Change

Steps to Managing Change

Understand their role as a leader

Develop basic skills to lead people

Learn functional skills to manage the day to day workforce

how to do profiling to understand individual team members and how to

predict their behaviour.

how emotions affect the relationship we share with our peers, superiors

and subordinates.

To Understand the performance management cycle

To Understand and prepare for the process of performance appraisal

To learn planning tips for day to day work schedules

To understand different techniques to manage and plan your daily tasks

By the end of this module, you will be able to:

Understand the goals grid

Increase performance Go S.M.A.R.T

The importance of giving feedback

To apply the different techniques of giving feedback


13/40

List characteristics of conflict resolution styles

Discuss the causes and the value of conflict

Recognize problem behaviours or non productive behaviours and actions

of difficult people

Examine coping strategies for working with non-productive behaviours

Definition of Delegation

Benefits of Delegation

Barriers to Delegation

What and to Whom

Delegation process

Learn how to overcome the barriers to delegation

Become familiar with customer needs and expectations

Learn & practice how to use effective communication techniques for

successful interactions and persuasion in interaction with clients

To understand the importance of feedback and make it effective resulting

in motivated employees and improved perfromance

To understand coaching and its impact to businesses

Program specifically designed for First Time Leaders. This program equips

the participants with the skill of managing emotions , motivating teams ,

managing expectations and planning performance.

Understanding your role as a new leader,Developing basic skills to lead people

Learning functional skills to manage the day to day workforce

To identify the traits of a successful supervisor/team leader and manage

expectations of the team, the process owners, clients, organization


14/40

To understand the needs of employees, thus managing teams by

empowering them. Aligning personal individual goals to the

process/organization goals

To understand what is motivation and how to create a motivating friendly

environment which will in turn help performance management

To manage performance effectively on a monthly, yearly basis. How to give

feedback both praise and criticism

To establish goals for the team and self, learn how to plan for meetings,

and how to arrive at decisions for the team


15/40

This programs looks at how to plan and structure a presentation , use of

audio -visual aids ,and body language.

This program covers modules like managerial effectiveness, teaming ,

motivation ,delegation and coaching , succession planning , performance

planning.

Components of a good Presentation

Delivering a good Presentation

Dos & Donts of a good Presentation

Understand the components of an effective PPT

Plan and structure a PowerPoint PresentationUnderstand the Dos and Donts of PowerPoint

The aim of the program is to make the performance appraisal process an

effective process by understanding and applying the nuances of

performance appraisal concepts


16/40








17/40

The challenges of voice communication

Common telephone-turn offs.

The important aspects of voice communication

The call flow structure

How to take control of the call

How to communicate efficiently on a call

This program helps the participants to understand the skills required to

become familiar with the customer needs and learn and practice effective

communication for successful interactions and persuasion in interactionswith clients

To communicate productively and non-judgmentally

Learn and apply the techniques to overcome barriers to communication

Apply effective communication tips to enhance team productivity

The program looks at the role of mediation in conflict management.

Recognize how you handle conflict individually.

This workshop helps participants identify their focus and priorities and

guides them in creating a road map to achieve their long and short term

goals

This workshop aims at grooming the participants for attending IJP's

This program aims to create an awareness of what is influencing and

develop the essential skills required to influence, identify and overcome

the barriers in influencing .

Know what is IPR & types of IPR

Understand the usage & compliance of IPR

Learn to identify, create & protect IPR


18/40

Understand the impact of interviewing and hiring the best applicants.

Use the right kinds of questions to uncover suitable/relevant behavioural

competencies.

Learn and use a specific step-by-step process for interviewing that

eliminates mistakes.

This program is designed to equip the participants with effective skills of

listening

This is a single skilled workshop which is focuses on importance of teams ,

characteristics of effective team and how to function as an effective team

member.

This workshop looks at importance of managing time and various time

management tools and matrix.

The program objective is to learn and apply the skills of conducting

effective trainings ,

use of adult learning principles and dealing with difficult behaviours.This workshop talks about various concepts of customer service , how to

create customer satisfaction and delight.


19/40

,

customer satisfaction and our role in creating loyalty.

Be a part of the change in culture, attitude, and the way

we do business - truly putting our customers at the centre

of everything we do!

Take your skills to the next level! Your hard work and

This program helps the participants in applying and practicing the structure

and format of email and understanding the important rules in email

etiquette.

Improve English Speaking Skills and writing skills


20/40

The program looks at various techniques of giving feedback , various

aspects in feedback giving and receiving feedback.


21/40

Agenda


22/40


23/40

To understand Feedback and its importance

Identify types of Feedback

To understand why Feedback becomes ineffective

Practice steps to Effective Feedback

Understand what is Coaching

Behaviours for effective Coaching

Get introduced to Coaching styles

Get introduced to the GROW Coaching Model

Personality traits of a successful team leader

Brand Ambassador of the Organization

Setting Expectations leading to accountability

Supervisory conduct


24/40

Understanding the Needs of your employees

Explaining People's needs

Empowering employees

Understanding the needs of your Organization/Process

Aligning employee needs/goals to Organizational/Process goals

Identify Motivation Needs and Drivers

Motivation through Delegation

Creating a Friendly Work Environment via:

Lead With Behaviour

Eliminate Judgment

Ask Solution-Oriented Questions

Give Them Ownership

Focus on relationships

Set goals and celebrate them

Treat them like adults

Offer regular recognition-Tie rewards to results

Think small, but creative

Nip negativity in the bud

Performance planning and Individual Development planning

Coaching

Constructive praise and criticism

Annual appraisals, progress reviews, PIP

Establishing Clear goals for self and team

Planning for meetings

Making meetings productive

Decision Making


25/40


26/40


27/40


28/40

What is Managing Time and its benefits

What stops us from Managing Time

Tools & techniques of Managing Time

SMART goals for Managing Time


29/40

Basics of E-mail writing, Structure of Email Writing, Do's and Don'ts of E-

mail Writing, Application of Effective Email Writing with some exercises.

12 basic and 12 advanced sessions of topics ranging from Work to day-to-d


30/40


31/40

Outcome Responsibility

Betty & Divya


32/40

Mary Andrews


33/40

The participant will learn how to give feedback,

identify the behaviors when giving feedback and

change feedback styles depending on the displayed

behavior.

The participant will leanr coaching steps and sustain

the coaching culture within the organization. The

participant will also learn how to document coaching

interventions and show process improvements

The participant will learn to: Identify leadership traits

in oneself and find the improvement areas as a new

leader

Preeti & Mary Andrews


34/40

The participant will learn to: Identify how to manage

teams by empowering the employees

The participant will learn how to motivate, identify

individual motivational drivers and use them to

effectively manage team and team performance

The participant will learn to set goals and create

individual development plans for the team. Learn

how to coach effectively and understand how to

conduct appraisals and give feedback

The participant will learn how to establish clear goals

for self and team, how to conduct meetings and

make it productive. They will also know how to arrive

at workable decisions Reshmi


35/40

Tina,Monika & Saumya

Priya & Priscilla

Charles


36/40

Mary Andrews

Charles

Monika,Saumya & Bindiya


37/40

Betty & Anu

Bindiya

Priya & Priscilla

Surajit

Mary Andrews

Anu

An opportunity to convince your employer of your

abilities required for the new role

An opportunity to show how you will contribute in

your new role Surajit

Avesh Jha

Tina & Monika

Bindiya,Priya & Priscilla

Mary Andrews & Tina


38/40

Avesh

Avesh

Tina & Monika

Tina

Bindiya & Surajit

The participants will learn to: Use time management

tools to save time. Create SMART gaols to achieve

personal and professional goals. Identify Time

wasters in day-to-day life both at work and personal

front thus avoiding Time wasters. Reshmi

Priya & Priscilla

Priya & Priscilla

Avesh

Mary & Tina

Shams & Divya

Bindiya


39/40

Tina & Monika

The participants will learn to: Identify the correct

format for writing emails, what should not be done

when writing emails Betty & Reshmi

The participants will identify the errors made when

speaking and writing English as a Business Language.

This will help the participants to effectively

communicate in the Business Language. Reshmi

Bindiya

Mary Andrews


40/40

Shams & Betty

training modules with objectives - reshmi rajesh.xls

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