Carolann P.
Know Learning. Know Performance. Know Results.
Professional Value
Carolann helps organisations and professionals achieve results through expert learning and development consulting. A GPHR and CPLP certified consultant, she specialises in behavioural skills coaching, etiquette and cross-cultural communication. Carolann provides customized, culturally sensitive workshops that help teams improve customer care and business communications.
Executive Profile
Her vast and diverse knowledge and expertise comes from formal education and training, private consults, continuous self-study and her world travels.
Unique Selling Propositon:
Sound academic and professional credentials in human resources management, instructional design, training design & delivery, etiquette & protocol, occupational testing, assessment centres
Over 25 years experience working with and training employees of diverse nationalities in the Middle East and Asia
A multi cultural background that allows relating to learners with greater ease.
Professional experience includes training needs analysis, curriculum design, development, delivery & evaluation of corporate learning interventions with emphasis on organizational behavior, business etiquette and protocol, customer care and corporate behavioral (soft) skills.
Carolann's specialty lies in increasing learner engagement, retention and application by providing learner-focused, organizational behavior skills training solutions in a variety of delivery modes through prudent application of adult learning principles and the ADDIE model.
Her programs are dedicated to improving personal performance in a corporate environment in order to:
Increase productivity
Improve communication (internally and externally)
Gain employee loyalty
Foster employee enthusiasm
Stimulate positive attitudes
She brings to all her programs a multicultural diverse background, education and experience.
Her credentials:
Associate Certified Coach (ACC - International Coach Federation)
Certified Management Coach ( Certified Coaches Alliance)
Global Professional in Human Resources (GPHR – HR Certification Institute)
Certified Professional in Learning and Performance (CPLP – Association for Talent Development)
Certified Etiquette and Protocol Consultant (Etiquette Survival LLC, Los Gatos California).
Certificate in Teaching English to Speakers of Other Languages ( CELTA – University of Cambridge ESOL)
Certified performance and Competency Developer
Certified for Assessor Training for Assessment and Development Centres
Certified for the Design and Implementation of Assessment and Development Centres
Certified in Competency Based Interviewing
Core Competencies
Corporate Etiquette And Protocol
Carolann designs, develops and delivers culturally sensitive, relevant and updated workshops on corporate etiquette and protocol that help participants to:
* Distinguish himself from the competition.
* Develop and maintain business relationships with the 'cutting edge' difference of courtesy, image and trust.
* Strengthen business relationships.
* Project a positive, confident, professional image and reputation.
* Thrive in any situation with finesse and polish.
She also offers private consultations and one-on-one coaching sessions. The privacy of her clients is respected and well protected.
Communication
In today's competitive business world and difficult economy, effective communication is more essential than ever before. It is the foundation on which companies and careers are built and a crucial component of lasting success.
Carolann's programs help learners to develop a truly engaging and responsive communication style, leading to positive results for self and the organization.
Carolann also designs, develops and delivers a unique suite of workshops that enable individuals who normally operate at a senior or executive level to achieve the competitive edge in their professional role whilst also transitioning from a numbers driven manager to a people oriented leader.
All workshops are designed to help reach the objectives through the event itself.
Customer Care, Service
Customer Care is the 'How' of carrying out business and relates to behavior when dealing with a customer. Customer Service is the 'What' of carrying out business and relates to process and system of dealing with a customer.
Carolann has over 18 years experience in designing and delivering a wide range of cutting edge customer service training for a variety of industries including travel and tourism, airlines, retail, financial services and hospitality. The unique workshops provide participants with the knowledge and skills that addresses both the personal and process needs of the customer by employing the five phases of learning: 1.Commit 2.Assess 3.Acquire 4.Develop 5. Apply
