Melissa Harris, MBA President, Telecom Training Corporation

1. CANTO 2nd Annual Human Resources Training Best Practices Conference Melissa Harris, MBA President, Telecom Training Corporation

2. Table of Contents Telecom Training Corporation www.telecomtrainingcorporation.com

3. Welcome and Introductions • Name • Company • Title • Location • How long in HR and/or training • How long with your company • Did you come to our 1st conference last year? • Favorite hobby Telecom Training Corporation www.telecomtrainingcorporation.com 3

4. Telecom Training Corporation • Custom designs and delivers training workshops to sales, customer service, and management teams of telecom and ICT companies • Since 1985, we’ve trained over 20,000 professionals at companies such as: Telecom Training Corporation www.telecomtrainingcorporation.com

5. Conference Agenda – Day 1 • HR and Training Challenges • Maintaining Industrial Harmony at Work • Karen Sutherland, Director of Training, Human Resources Division, Atlantis-Paradise Island • PeopleSurv • Susan Coote, Executive Partner, Coote Harvard • Strategic Management Development • Jan Willem de Seriere, Senior Manager, KPMG Advisory Services B.V. • Social/Technical Development Training for a Caribbean People • Sean Rogers, Managing Director, Genesis Innovative Solution • Culture Change – Focusing on the Customer While Improving Morale and Productivity • Ian Blanchard, Chief Executive, Cable & Wireless Grenada Telecom Training Corporation www.telecomtrainingcorporation.com 5

6. Conference Agenda – Day 2 • Helping Your Employees Better Manage Stress During Challenging Times • Rochelle Lightbourn, Senior Manager, Training and Development Department, The Bahamas Telecommunications Limited • Communicating with Senior Leaders with Powerful Presentations • Craig Albury, President, Bahamas Technical Trainers • Focusing on the Employee: Leveraging the Power of Employee Assistance Programs • Richard Adderley, Director of Human Resources, Cable Bahamas • Connect the Caribbean from an HR and Training Perspective • Dr. Kim Mallalieu, Communication Systems Group and Coordinator, MRP (Telecommunications) Department of Electrical and Computer Engineering, The University of the West Indies Telecom Training Corporation www.telecomtrainingcorporation.com 6

7. Conference Agenda – Day 2 • HR and Training Plans from Caribbean Operators • Preparing For and Developing ICT Skills • Training and HR Resources for Caribbean Professionals • Future CANTO HR and Training Plans • Summary of Best Practices to Take Back to Your Leadership for Review and Implementation • Your Personal Action Plans Telecom Training Corporation www.telecomtrainingcorporation.com 7

8. Housekeeping Issues • Presentations will be typically 45 minutes in length with a question/answer session and table top action plan discussion • Avoid anti-trust violations between competitors • Networking Break – 30 minutes each • Networking Lunch – 1 hour • Evening • Marketplace – Thursday night • Water’s Edge – Friday night • Adjourn Friday at 5:00 p.m. • Find a buddy to interact with during the conference Telecom Training Corporation www.telecomtrainingcorporation.com 8

9. Human Resources Training Major Challenges Telecom Training Corporation www.telecomtrainingcorporation.com 9

10. Melissa Harris, MBA President, Telecom Training Corporation Speaker Bios and Presentations

11. Section Contents • Karen Sutherland – Presentation • Jan Willem de Seriere – Bio and Photo • Rochelle Lightbourn – Presentation and Bio • Craig Albury – Presentation, Bio and Photo • Richard Adderley – Presentation, Bio, and Photo • Dr. Kim Mallalieu – Bio and Photo • Melissa Harris – Bio and Photo Telecom Training Corporation www.telecomtrainingcorporation.com

12. Jan Willem De Seriere Telecom Training Corporation www.telecomtrainingcorporation.com 12

13. Rochelle Lightbourn Rochelle Lightbourn hails from The Bahamas, the place where God lives and is employed at the Bahamas Telecommunications Company Limited as the Senior Manager responsible for Training & Development. She possesses an Associate's Degree in Human Services, a Bachelor's Degree in Social Work and Chemical Dependency Counseling and a Master's Degree in Human Resources. She also holds Certification from the Caribbean Hospitality Training Institute, and has completed her Doctorate Degree in Theology with a Counseling emphasis. Her career began at the College of the Bahamas. She then followed her heart to pursue her first love of Social Work and Counseling at Sandilands Rehabilitation Centre where she worked for some ten (10) years. Rochelle was one of the first counselors who worked with women in crisis in The Bahamas. She was apart of the working team at the Drug Unit at SRC and also worked with psychiatric patients. In 1991 Rochelle transferred to the Ministry of Labor, where she worked in Training, she spent a year with the Ministry of Tourism, Bahama Host and again went full circle and back to the area of Health, in Administration of training. Training for Rochelle, like Counseling is a passion. Rochelle says as a Trainer she has the best of two worlds, as she is often confronted with situations where she can also counsel. These gifts have taken Rochelle around the world, from United States to London to Kuala Lumpur. She is the mother of one son, Ricardo and grandmother of one, Taitianna. Rochelle is an active Member of Bahamas Faith Ministries International, Nassau Bahamas. Lastly, she says to all, "Stay on the course that helps you find your gifts and talents as only these will open doors for you" Telecom Training Corporation www.telecomtrainingcorporation.com 13

14. Craig Albury • Craig Albury is employed at Bahamas Technical & Vocational Institute in the Department of Office Systems as a Computer Application Lecturer. He is also employed as an Adjunct Lecturer with the School of Business at the College of the Bahamas. He also owns a small computer training company, Bahamas Technical Trainers, where he coaches and encourages adult learners in Computer Application skills. Thus allowing the more experience learner to function and be more productive in this diverse digital world. • Mr. Albury possesses a Bachelor’s degree in Telecommunication Management from DeVry University in Atlanta Georgia. He also holds Certifications from Certiport, Electronics Technicians Association and Computing Technology Industry Association and is the first Master Trainer in the Bahamas for the IC³ Computing Program. • Craig worked in areas such as marine and aviation repair where he worked for a number of years as a grade 2 mechanic for the National Airline. It was not until his studies at DeVry that he found his true calling, coaching, as he assisted numerous individuals in after school programs while he was President of the DeVry chapter for International Students. • In March of 2006 he was invited to work with the Public Private Partnership in connection with the Chamber of Commerce on the initial assessment for the IC³ Computing Program. This brought to front both his technical and coaching skills as he interacted with various individuals in the public and private sectors. • Craig enjoys the training atmosphere, especially with the established learner as he observes their progress to become computer literate in this digital world. He also enjoys interacting with people from other cultures and nationalities. Telecom Training Corporation www.telecomtrainingcorporation.com 14

15. Richard B. Adderley • Richard B. Adderley is the Director of Human Resources at Cable Bahamas Ltd with 12 years experience in the field of Industrial & Organizational Psychology. He is a workplace consultant who has helped employees and leadership find ways to enhance job productivity, engagement and employee satisfaction. • Richard has been a professional psychologist for 26 years, working with individuals, couples and families. He has extensive experience in clinical psychology, addiction treatment, and workplace behavior, and has taught college-level courses in related areas. • Richard is also a trainer, consultant, and clinical manager in mental health and EAP settings. Telecom Training Corporation www.telecomtrainingcorporation.com 15

16. Dr. Kim Mallalieu • Dr. Kim Mallalieu is the Head of the Department of Electrical and Computer Engineering at The University of the West Indies, UWI, in Trinidad and Tobago. She also directly leads the Department’s academic, commercial and outreach programmes in Communication Systems. Kim is the developer and coordinator of the Master's degree in Regulation and Policy in Telecommunications, the MRP (Telecommunications). The MRP programme has been delivered to professionals in the telecommunications sector from over thirty developing countries around the world and is the first online programme to be delivered from the St. Augustine campus of The UWI. • Kim completed the BS in Electrical Engineering from MIT in 1982, MS (Optics) from the Institute of Optics, University of Rochester in 1983 and the Ph.D. from University College London in 1987. She is a Fulbright Fellow and has served as Visiting Scientist at MIT on different occasions. She joined UWI in 1987. • Kim has been described as a trail-blazing pioneer in engineering education and is the recipient of local, regional and international teaching awards as well as other awards of distinction. • She has authored many academic papers as well as invited book chapters and has delivered a number of keynote addresses at home and abroad. She has served on various boards, including the Board of the Telecommunications Authority of Trinidad and Tobago and has also sat on the advisory council to the Boards of academic journals, including the International Journal of Electrical Engineering Education. • Kim’s research interests include:culturally-appropriate telecommunications technologies; wireless networks and technologies for poverty alleviation; as well as telecommunications policy and regulatory intervention for social inclusion.Kim is an active member of a Latin American and Caribbean academic network, Diálogo Regional sobre Sociedad de la Información (DIRSI), which is engaged in action research to facilitate pro-poor ICT policy and regulatory intervention. Telecom Training Corporation www.telecomtrainingcorporation.com 16

17. Melissa Harris • President of Telecom Training Corporation founded in 1996 • Recent speaking engagements • CANTO • CTU • IBC/Informa • Novatech • RCA • ITU • Former roles • Cingular (now AT&T) - General Manager National Training • Contel (now Verizon) - Manager Corporate Training • BellSouth (now AT&T) - Regional Marketing Director • BellSouth Mobility (now AT&T) - Senior Sales Manager • AT&T - Major Account Sales Executive • BBA and MBA degrees 17 Telecom Training Corporation www.telecomtrainingcorporation.com

18. Melissa Harris, MBA President, Telecom Training Corporation HR and Training Plans from Caribbean Operators

19. HR Training Major HR and Training Initiatives Telecom Training Corporation www.telecomtrainingcorporation.com 19

20. HR Projects – Page 1 Telecom Training Corporation www.telecomtrainingcorporation.com 20

21. HR Projects – Page 2 Telecom Training Corporation www.telecomtrainingcorporation.com 21

22. HR Projects – Page 3 Telecom Training Corporation www.telecomtrainingcorporation.com 22

23. Most Important Types of Training – Page 1 Telecom Training Corporation www.telecomtrainingcorporation.com 23

24. Most Important Types of Training – Page 2 Telecom Training Corporation www.telecomtrainingcorporation.com 24

25. Most Important Types of Training – Page 3 Telecom Training Corporation www.telecomtrainingcorporation.com 25

26. APUA SETAR Cable TV Aruba BTL Smart! CCT Boatphone MiPhone PRT Claro Smitcoms/Telem Laqtel Alcatel/Lucent BTC Telmex Cable & Wireless TSTT Examples of Operator Training Planned and/or Implemented Telecom Training Corporation www.telecomtrainingcorporation.com 26

27. Examples of Operator Training 27 Telecom Training Corporation www.telecomtrainingcorporation.com

28. Examples of Operator Training 28 Telecom Training Corporation www.telecomtrainingcorporation.com

29. Bahamas Telephone Company Examples of Training • The New BTC Customer Service Spirit • The New BTC Retail Spirit • Selling and Supporting Cellular Voice and Data • Selling and Supporting Internet Solutions • Retail Telecommunications Sales Excellence • Retail Telecommunications Store Management • Managing Retail Sales Productivity • Developing Your Retail Sales Team 29 Telecom Training Corporation www.telecomtrainingcorporation.com

30. Telmex Examples of Training • Building Teamwork by Leveraging Personality Styles and Cultural Differences • Strategic Planning Including Prioritization of Urgent and Important Issues • Problem Solving and Decision Making • Communicating Effectively Between and Within Departments to Improve Performance 30 Telecom Training Corporation www.telecomtrainingcorporation.com

31. Cable & Wireless Examples of Training • Retail Sales • Retail Management • Disaster Recovery • Selling and Supporting Mobile Data • Telecoms Academy • Succession Planning • Self Management • Relationship Management • Customer Management • Change and Innovation Management • Business Management • Performance Management 31 Telecom Training Corporation www.telecomtrainingcorporation.com

32. Cable & Wireless Examples of Training 32 Telecom Training Corporation www.telecomtrainingcorporation.com

33. TSTT (Telecommunications Services of Trinidad and Tobago) Examples of Training • Planning Session with Retail Leaders • Retail Telecommunications Store Management • The New TSTT Retail Spirit • Cellular Voice and Data Essentials • Retail Telecommunications Sales Excellence • Hands-On Product Knowledge – Phase 1 • Cellular Troubleshooting • Retail Follow-Up For Post-Paid Customers • Competitive Retail Sales • Retail Sales Reinforcement Workshop – Phase 1 • Managing Retail Sales Productivity • Hands-On Product Knowledge – Phase 2 • Retail Interviewing • Retail Sales Reinforcement Workshop – Phase 2 • Developing Your Retail Sales Team 33 Telecom Training Corporation www.telecomtrainingcorporation.com

34. Melissa Harris, MBA President, Telecom Training Corporation Preparing For and Developing ICT Skills

35. ICT Issues for CTC • A basic ICT skills model • Selecting the right skill set • How to upgrade the current skill sets • HR for ICT functions • ICT functions required for telecommunications • The key role ICT plays in future technologies • Skills needed to leverage ICT • Necessary skill sets to move into ICT • Available and desired ICT training programs • Schedule of ICT training in 2008 for operators and citizens Telecom Training Corporation www.telecomtrainingcorporation.com 35

36. 1. A Basic ICT Skills Model Telecom Training Corporation www.telecomtrainingcorporation.com 36

37. 2. Selecting The Right Skill Set Telecom Training Corporation www.telecomtrainingcorporation.com 37

38. 3. How To Upgrade The Current Skill Sets Telecom Training Corporation www.telecomtrainingcorporation.com 38

39. 4. HR For ICT Functions Telecom Training Corporation www.telecomtrainingcorporation.com 39

40. 5. ICT Functions Required For Telecommunications Telecom Training Corporation www.telecomtrainingcorporation.com 40

41. 6. The Key Role ICT Plays In Future Technologies Telecom Training Corporation www.telecomtrainingcorporation.com 41

42. 7. Skills Needed To Leverage ICT Telecom Training Corporation www.telecomtrainingcorporation.com 42

43. 8. Necessary Skill Sets To Move Into ICT Telecom Training Corporation www.telecomtrainingcorporation.com 43

44. 9. Available And Desired ICT Training Programs Telecom Training Corporation www.telecomtrainingcorporation.com 44

45. 10. Schedule Of ICT Training In 2008 For Operators And Citizens Telecom Training Corporation www.telecomtrainingcorporation.com 45

46. Melissa Harris, MBA President, Telecom Training Corporation Training and HR Resources for Caribbean Professionals

47. Agenda • CKLN (Caribbean Knowledge and Learning Network) and CTC (Connect the Caribbean) • Associations • CANTO (Caribbean Association for National Telecommunications Organizations) • CTU (Caribbean Telecommunications Union) • ASTD (American Society for Training & Development) • SHRM (Society for Human Resource Management) • NTCA (National Telephone Cooperative Association) • Other Caribbean Telecommunications Training Resources • Global Telecommunications Conferences • Miscellaneous Resources 47 Telecom Training Corporation www.telecomtrainingcorporation.com

48. CKLN and CTC 2002 World Bank Meeting Caribbean Knowledge and Learning Network (CKLN) CKLN Mission, Goals, Objectives CKLN Purposes CKLN Beneficiaries CARICOM Heads of Government 2007 Connect the Caribbean (CTC) CTC Training Plans 48 Telecom Training Corporation www.telecomtrainingcorporation.com

49. 2002 World Bank Meeting with Prime Ministers of Eastern Caribbean States • Economic competitiveness will require new literacy • Scientific • Mathematical • Computer literacy • This will be accomplished through: • Curriculum reform • Significant improvement in teacher qualifications • Higher level professional capacities (engineering, economics, public administration) • New general skills for a significantly larger portion of the population: • Entrepreneurship • Marketing • Time management • Teamwork 49 Telecom Training Corporation www.telecomtrainingcorporation.com

50. CKLN • The Caribbean Knowledge and Learning Network (CKLN) is a multilateral project, supported by: • OAS (Organization of American States) • World Bank • European Union • CIDA (Canadian International Development Agency) • It was launched by the Caribbean Community (CARICOM) and the Organization of Eastern Caribbean States (OECS) in 2004 • Initial partners • University of West Indies (UWI) - Trinidad • University of Technology (UTECH) – Jamaica • The Commonwealth of Learning 50 Telecom Training Corporation www.telecomtrainingcorporation.com