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Program Id

Program

Module Id

Module

M1

Associate Development Program - Level 1 Associate Development Program - Level 1

M1

All Modules

M1

S2

Corporate Etiquette

M1

Associate Development Program - Level 1

S3

Interpersonal skills

M1

Associate Development Program - Level 1

S4

Customer Service

M1

Associate Development Program - Level 1

S5

Team Building

M2

Associate Development Program - Level 2

M2

All Modules

M2

Associate Development Program - Level 2 Associate Development Program - Level 2

S7

Advanced Communication skills

M2

S8

Managing Performance

M2

Associate Development Program - Level 2 Associate Development Program - Level 2 QPEP - 100 QPEP - 100

S9

Managing time

10 11 12

M2 M3 M3

S10 M3 S12

Motivation All Modules Listening skills

13

M3

QPEP - 100

S13

Feedback & Coaching skills

14 15 16 17

M3 M4 M4 M4

QPEP - 100 QPEP-200 QPEP-200 QPEP-200

S14 M4 S16 S17

Business Communication Skills All Modules Feedback & Coaching skills Presentation skills

18 19 20

M4 M4 M5

QPEP-200 QPEP-200 Enabling Leaders

S18 S19 M5

Change Management Business Communication Skills 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 26

M5 M5

Enabling Leaders Enabling Leaders

S25 S26

M5-Feedback M6-Coaching

27

M5

Enabling Leaders

S27

M7-Managing Conflict

28

M5

Enabling Leaders

S28

M8-Delegation

29 30 31 32 33

M5 M6 M6 M7 M8

Enabling Leaders Facilitation skills Facilitation skills Essentials for Designing Training Feedback & Coaching

S29 S30 S31 S32 M8

M9-Client Interaction skills Enhancing Facilitation Skills Facilitation Skills-Teach Back Essentials for Designing Training All Modules

34

M8

Feedback & Coaching

S34

Feedback

35

M8

Feedback & Coaching

S35

Coaching

All Modules

36

M9

First Time Leaders

M9 M1-Managing expectations

37

M9

First Time Leaders

S37

M2- Team Management 38 M9 First Time Leaders S38

M3-Motivation

39

M9

First Time Leaders

S39

M4-Managing Performance 40 M9 First Time Leaders S40 M5-Planning & Goal Setting 41 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 M9 M11 M11 M11 M11 M11 M11 M11 M11 M11 M11 M11 M11 M11 M11 M11 M11 First Time Leaders Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 S41 M11 S59 S60 S61 S62 S63 S64 S65 S66 S67 S68 S69 S70 S71 S72 S73 All Modules Effective Monitoring through a Checklist Business Communication Effective Time Management Lead by Action Personal Excellence GL- Roles & Responsibilities Retention Strategy Self Motivation HR for YOU Conflict Management Feedback & Mentoring Strategic Management Goal setting Situational Leadership Balance Scorecard

74 75 76 77 78 79 80 81

M11 M11 M11 M11 M11 M11 M11 M11

Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600

S74 S75 S76 S77 S78 S79 S80 S81

7 Secrets of Effective People Problem Solving & Decision Making Monday Morning Leadership Business Finance Understanding our Technology Popcorn Leadership Presentation skills - session 1&2 Aetna- A Business review Customer Relationship Management & Account Management Baseline Assessment Final Assessment

82 83 84

M11 M11 M11

Kaleidoscope 3600 Kaleidoscope 3600 Kaleidoscope 3600

S82 S189 S190

85 86 87 88 89 90 91 92

M12 M12 M12 M12 M12 M12 M12 M13

Leadership Par Excellence M12 Leadership Par Excellence S84 Leadership Par Excellence S85 Leadership Par Excellence S86 Leadership Par Excellence S87 Leadership Par Excellence S88 Leadership Par Excellence S89 Presentation Skills M13

All Modules Managerial Expectations Teaming Motivation & Performance Coaching & Mentoring Delegation & Succession Planning Client Interfacing skills 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

96

M14

SPADE

S94

Performance Appraisal Refresher Performance Appraisal- One on One Coaching All Modules GL/TL- Roles & Responsibilities "Airtel Business and Wheels of Values/" Goals A pathway to success (includes time management) Group Dynamics: Working in a Team Capacity Planning Business Communication Effective monitoring through a Checklist Tools we Use QC & MS Office Tools Change Management Conflict Management Self Motivation HR for YOU Interviewing Skills Feedback & Mentoring Presentation Skills Corporate Image & You Baseline Assessment Final Assessment IDP Discussions Account Relationship Management

97 98 99

M14 M15 M15

100 M15

SPADE Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads Transcend - Creating Future Leads 1-1Coaching -IDP Business Request

S95 M15 S97 S98

101 M15 102 M15 103 M15 104 M15 105 M15 106 M15 107 M15 108 M15 109 M15 110 M15 111 M15 112 M15 113 M15 114 M15 115 M15 116 M15 117 M16 118 M17

S99 S100 S101 S102 S103 S104 S105 S106 S107 S108 S109 S110 S111 S112 S187 S188 S113 S114

119 120 121 122 123

M17 M17 M17 M17 M17

Business Request Business Request Business Request Business Request Business Request Business Request

S115 S116 S117 S118 S119 S120

124 M17

Adult Learning Principles Aetna a Business Review American Culture Behavioural Induction Briefing Skills Business Communication Skills

125 M17 126 M17

Business Request Business Request

S121 S122

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 130 M17 131 M17 132 M17 133 M17 134 M17

Business Request Business Request Business Request Business Request Business Request Business Request

S125 S126 S127 S128 S129 S130

Conflict Management Corporate Image & U Corporate Induction 7 Secrets of Effective People Decision Making 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

139 M17 140 M17 141 M17 142 M17 143 M17 144 M17 145 146 147 148 149 M17 M17 M17 M17 M17

Business Request Business Request Business Request Business Request Business Request Business Request Business Request Business Request Business Request Business Request Business Request Business Request Business Request Business Request Business Request

S135 S136 S137 S138 S139 S140 S141 S142 S143 S144 S145 S146 S147 S148 S149

Interviewing Skills Lead By Action Leading through Managing performance Listening Skills Managing Change Maximizing Your Training Investment Monday Morning Leadership Open Office Calc People Management Popcorn Leadership Pronounce Professional Selling Skills Professional Sales Coaching Self Motivation Success Through Accountability

150 M17 151 M17 152 M17 153 M17

154 M17 155 M17

Business Request Business Request

S150 S151

Team Building Telephone Etiquette

156 M17

Business Request

S152

Time Management

157 M17 158 M17 159 M17

Business Request Business Request Business Request

S153 S154 S155

Train the Trainer Customer Service Customer Handling Skills

160 M17 161 M17

Business Request Business Request

S156 S157

Customer Loyalty Business Writing skills Coaching

162 M17

Business Request

S158

E Mail Etiquette

163 164 165 166

M17 M17 M17 M17

167 M18

168 M18

169 M18

170 M18

171 M18

172 M18

173 M18

174 M18

175 M18

Business Request Business Request Business Request Business Request R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence

S159 S184 S185 S186

Talk a Lot Selling skills Language Enhancement Voice & Accent

M18

All Modules

S161

Baseline Assessment

S162

Final Assessment

S163

Humana - A Business review

S164

Business Finance Understanding our Technology Business Communication Skills

S165

S166

S167

S168

Effective Time Management Strategic Management Creating Value in a Turbulent World

176 M18

177 M18

178 M18

179 M18

180 M18

181 M18

182 M18

183 M18

184 M18

185 M18

186 M18

187 M18

188 M18

189 M18

190 M18

R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence R.A.C.E. Rapidly Achieving Continuous Excellence

S169

Feedback and Coaching

S170

Goal setting

S171

Mentoring Skills

S172

Lead by Action Problem Solving & Decision Making

S173

S174

Conflict Management

S175

Personal Excellence Presentation skillsApplication

S176

S177

Popcorn Leadership 7 Habits for effective Managers

S178

S179

Self Motivation

S180

Situational Leadership

S181

Retention Strategy

S182

CRM

S183

HR for you

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: These three modules are a part of QPEP certification Level 1

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

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

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

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 Presentation Understand 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

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 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

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 interactions with 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

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.

 Define what customer loyalty is, how it differs from 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

The program looks at various techniques of giving feedback , various aspects in feedback giving and receiving feedback.

Agenda

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

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

What is Managing Time and its benefits What stops us from Managing Time Tools & techniques of Managing Time SMART goals for Managing Time

Basics of E-mail writing, Structure of Email Writing, Do's and Don'ts of Email Writing, Application of Effective Email Writing with some exercises.

12 basic and 12 advanced sessions of topics ranging from Work to day-to-day activities to Home. The 4 hour session includes Role

Outcome

Responsibility

Betty & Divya

Mary Andrews

Preeti & Mary Andrews 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

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

Tina,Monika & Saumya

Priya & Priscilla

Charles

Charles

Charles

Monika,Saumya & Bindiya Mary Andrews

Avesh Jha

Avesh Jha Tina & Monika Betty & Anu Bindiya

Bindiya,Priya & Priscilla

Priya & Priscilla

Surajit

Mary Andrews

Mary Andrews & Tina 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

Mary & Tina

Mary & Tina Avesh

Shams & Divya Avesh Tina & Monika Bindiya Tina Bindiya & Surajit

Avesh

Priya & Priscilla 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

Tina & Monika

The participants will learn to: Identify the correct format for writing emails, what should not be done when writing emails 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.

Betty & Reshmi

Reshmi Bindiya Mary Andrews

Shams & Betty