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Carolann P 
"Learner focused training that impacts productivity"
A background-checked Trainer.
Travels from Muscat,
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Carolann's Expert Profile
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Carolann P. - Learner focused training that impacts productivity
Carolann is a highly qualified, skilled, and much sought after etiquette and protocol consultant, behavioral skills coach and professional enrichment trainer.
Carolann develops and delivers customized, culturally sensitive workshops and seminars in modern day etiquette, international protocol, organizational behavior, customer care and communications. Her knowledge and expertise comes from formal education and training, private consults, continuous self-study and her world travels.
She brings her multicultural diverse background, education and experience to all her programs.
Her professional credentials include:
• Certified as an etiquette and protocol consultant by Etiquette Survival LLC, Los Gatos, California.
• Certified for Training Design and Delivery by American Society for Training and Development.
• Certified for Competence in Occupational Testing (Level A and Level B Intermediate) by The British Psychological Society.
• Certified for the Design and Implementation of Assessment and Development Centres by SHL Training Academy, UK.
Carolann also holds a Post Graduate Diploma in Instructional Design, a Bachelor’s degree in French and English Literature and an International Diploma in Travel and Tourism Management. She draws on over eighteen years of professional experience.
She has been profiled in the country’s leading publications on several occasions and is also a columnist for ‘Thursday’ – a local weekly publication.
Her most requested workshops and seminars include:
* Customer Centric Etiquette & Protocol Skills
* Cultural Diversity Training for Business Advantage
* Professional Protocol is Profitable!
* Teambuilding Skills for Enhanced Effectiveness and Performance
* The Competitve Edge - Business Communication Protocol (Presentations,Negotiations,Meetings)
Before starting her own company, Carolann worked in the Learning and Development function of a leading financial institution and a leading airline in the Gulf. She also worked in the areas of customer service and sales within the travel and tourism industry for 10 years.
Some of her accomplishments include:
• Developing and delivering a business etiquette and protocol workshop for the executive management team of a leading financial institution.
• Developing and delivering a customized customer care program for the Bank’s Priority Banking and Corporate Branch teams.
• Scripting and directing a video of 21 different customer service situations for a leading bank’s CSRs.
• Designed, developed and delivered a four weeks comprehensive induction training program for a leading airline’s worldwide contact centre new hires.
• Initiating and implementing a unique workshop for the airline’s Premium team (CSRs handling First and Business class travelers)
Specialties of Carolann’s bespoke workshops:
• Competency based. The ADDIE model is applied.
• Supported by content rich tip sheets and well scripted learning materials.
• Include a Needs Analysis exercise and at least two levels of evaluation.
• Offer Level 3 and Level 4 evaluation exercise options.
• Include a No charge follow up program.
Her open seminars and keynotes are consistently highly rated and well received. A vibrant, refreshing story teller and memorable presenter, Carolann is positioned as the go-to resource for those interested in mastering the key skills necessary for success in the 21st century.
Individuals who have attended and benefited from Carolann’s programs have been professionally associated with business organizations which include:
BankMuscat - Gulf Air - British Council - Jet Airways - Muscat Overseas - Google - Indian School of Business - Thomson Reuters - Mohsin Haider Darwish (Avon) - FinCorp - Siemens - Al Khalili Group of companies - Dalma Energy & Co LLC - MB Petroleum - Areej Vegetable Oils & Derivatives - Dhofar Insurance Company - Ajit Khimji group of companies – KnowledgeOman.com – Al Ahlia Insurance – College of Banking and Business Studies – Al Alawi Enterprises – Oman Housing Bank - National Gas Company
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Her Competency Portfolio
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| Corporate Etiquette and Protocol - over 6 years |
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Carolann designs, develops and delivers culturally sensitive, relevant and updated workshops on corporate etiquette and protocol that help participants to:
• Distinguish them self 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.
Some of the workshops she delivers are:
1. Professional Protocol is Profitable! – P3
2. Executive Essentials to Exceed and Excel – E4
3. ‘Dining that differentiates!’
4. Cross Cultural Etiquette Intelligence for superior customer care.
She also offers private consultations and one-on-one coaching sessions. The privacy of her clients is respected and well protected.
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| Communication - over 12 years |
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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 designs and delivers workshops in effective business communication, presentation skills ( basic and advanced), negotiation skills, Assertiveness skills and business body language that help learners 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. Some of her workshops include: Coaching and Mentoring Skills, Competency based Interviewing skills, delegation and feedback skills, problem solving skills, conflict resolution skills and change management.
Carolann's unique team building workshops are designed to help reach objectives through the event itself. |
| Customer Care, Service - over 18 years |
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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
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| Details about this expert: |
| Name & ID |
Carolann P. | ID: 762 |
| Listed in Category |
Trainers |
| Travels from |
Muscat, |
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| Citizen of |
India |
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| Age Group |
41 to 45 |
| Gender |
Female
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| Availability |
Globally |
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| Good to know |
| Languages (fluent) |
English
, Hindi, Arabic, French |
| Worked in Countries |
Oman, Bahrain, India |
| Professional Memberships |
International Association of Protocol Consultants and Officers
The British Pyschological Society |
| Strengths |
versatality,result focused,eye for detail |
| Hobbies |
Creative writing, reading, solving cryptic crosswords |
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| About this profile |
| PopIndex * |
4 - [ Excellent ] |
| Profile Views |
149 |
| Profile Created |
25/07/2010 |
| Profile Updated |
01/09/2010 |
* (PopIndex: less than 2 is OK | 2 to 3 is Great | more than 3 is Excellent).
Shows the popularity of a posting calulates by number of hits over time.
An excellent PopIndex may be the result of e.g. external websites linking to this page or
favourable rankings in search engines based on the keywords used here.
PopIndex provides no indication of the quality of an expert
This is a free public expert profile owned and maintained by Carolann P..
Changes made to this profile are monitored and validated.
As supplier-neutral expert brokers we may - or may not - recommend Carolann P. for your event, project or meeting. We do not represent Carolann P. and are in no way affiliated, associated or commissioned by Carolann P. to be her agents. |
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