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# Program Id Program Module Id Module
1 M1
Associate Development
Program - Level 1 M1 All Modules
2 M1
Associate Development
Program - Level 1 S2 Corporate Etiquette
3 M1
Associate Development
Program - Level 1 S3 Interpersonal skills
4 M1
Associate Development
Program - Level 1 S4 Customer Service
5 M1
Associate Development
Program - Level 1 S5 Team Building
6 M2
Associate Development
Program - Level 2 M2 All Modules
7 M2
Associate Development
Program - Level 2 S7
Advanced Communication
skills
8 M2
Associate Development
Program - Level 2 S8 Managing Performance
9 M2
Associate Development
Program - Level 2 S9 Managing time
10 M2
Associate Development
Program - Level 2 S10 Motivation
11 M3 QPEP - 100 M3 All Modules
12 M3 QPEP - 100 S12 Listening skills
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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
Business Communication
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
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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
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38 M9 First Time Leaders S38
M2- Team Management
39 M9 First Time Leaders S39
M3-Motivation
40 M9 First Time Leaders S40
M4-Managing Performance
41 M9 First Time Leaders S41
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
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74 M11 Kaleidoscope 3600 S74 7 Secrets of Effective People
75 M11 Kaleidoscope 3600 S75
Problem Solving & Decision
Making
76 M11 Kaleidoscope 3600 S76
Monday Morning
Leadership
77 M11 Kaleidoscope 3600 S77 Business Finance
78 M11 Kaleidoscope 3600 S78
Understanding our
Technology
79 M11 Kaleidoscope 3600 S79 Popcorn Leadership
80 M11 Kaleidoscope 3600 S80
Presentation skills - session
1 & 2
81 M11 Kaleidoscope 3600 S81 Aetna- A Business review
82 M11 Kaleidoscope 3600 S82
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
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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
Transcend - Creating
Future Leads S97
GL/TL- Roles &
Responsibilities
100 M15
Transcend - Creating
Future Leads S98
"Airtel Business and
Wheels of Values/"
101 M15
Transcend - Creating
Future Leads S99
Goals A pathway to
success (includes time
management)
102 M15
Transcend - Creating
Future Leads S100
Group Dynamics: Working in
a Team
103 M15Transcend - CreatingFuture Leads S101 Capacity Planning
104 M15
Transcend - Creating
Future Leads S102 Business Communication
105 M15
Transcend - Creating
Future Leads S103
Effective monitoring
through a Checklist
106 M15
Transcend - Creating
Future Leads S104
Tools we Use QC & MS
Office Tools
107 M15
Transcend - Creating
Future Leads S105 Change Management
108 M15
Transcend - Creating
Future Leads S106 Conflict Management
109 M15
Transcend - Creating
Future Leads S107 Self Motivation
110 M15
Transcend - Creating
Future Leads S108 HR for YOU
111 M15
Transcend - Creating
Future Leads S109 Interviewing Skills
112 M15
Transcend - Creating
Future Leads S110 Feedback & Mentoring
113 M15
Transcend - Creating
Future Leads S111 Presentation Skills
114 M15
Transcend - Creating
Future Leads S112 Corporate Image & You
115 M15
Transcend - Creating
Future Leads S187 Baseline Assessment
116 M15
Transcend - Creating
Future Leads S188 Final Assessment
117 M16 1-1Coaching -IDP S113 IDP Discussions
118 M17 Business Request S114
Account Relationship
Management
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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
124 M17 Business Request S120
Business Communication
Skills
125 M17 Business Request S121 Call Flow Etiquette
126 M17 Business Request S122
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
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139 M17 Business Request S135 Interviewing Skills
140 M17 Business Request S136 Lead By Action
141 M17 Business Request S137
Leading through Managing
performance
142 M17 Business Request S138 Listening Skills
143 M17 Business Request S139 Managing Change
144 M17 Business Request S140
Maximizing Your Training
Investment
145 M17 Business Request S141
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
153 M17 Business Request S149
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
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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
Achieving Continuous
Excellence S161 Baseline Assessment
169 M18
R.A.C.E. Rapidly
Achieving Continuous
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
Achieving Continuous
Excellence S164 Business Finance
172 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S165
Understanding our
Technology
173 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S166
Business Communication
Skills
174 M18
R.A.C.E. Rapidly
Achieving ContinuousExcellence S167 Effective Time Management
175 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S168
Strategic Management -
Creating Value in a
Turbulent World
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176 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S169 Feedback and Coaching
177 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S170 Goal setting
178 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S171 Mentoring Skills
179 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S172 Lead by Action
180 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S173
Problem Solving & Decision
Making
181 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S174 Conflict Management
182 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S175 Personal Excellence
183 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S176
Presentation skills-
Application
184 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S177 Popcorn Leadership
185 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S178
7 Habits for effective
Managers
186 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S179 Self Motivation
187 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S180 Situational Leadership
188 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S181 Retention Strategy
189 M18
R.A.C.E. Rapidly
Achieving ContinuousExcellence S182 CRM
190 M18
R.A.C.E. Rapidly
Achieving Continuous
Excellence S183 HR for you
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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
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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
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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
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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
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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
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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
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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
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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.
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,
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
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The program looks at various techniques of giving feedback , various
aspects in feedback giving and receiving feedback.
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Agenda
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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
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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
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What is Managing Time and its benefits
What stops us from Managing Time
Tools & techniques of Managing Time
SMART goals for Managing Time
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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
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Outcome Responsibility
Betty & Divya
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Mary Andrews
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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
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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
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Tina,Monika & Saumya
Priya & Priscilla
Charles
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Mary Andrews
Charles
Monika,Saumya & Bindiya
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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
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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
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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
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Shams & Betty