Team Leader Certification Program (CTLCP)

Goal Setting

  • What They Will Learn
  • The importance of setting goals
  • Types of goals
  • Goal setting tools & methodologies
  • 5 steps to achieve goals
  • Do's and Don'ts of goal setting
  • What Demonstrable Behaviors They Will Show
  • An understanding of the process of goal setting
  • Applying goal setting tools to develop their team goals
  • Achieving the goals that were set by them for themselves and their teams
  • Leading their teams in clear and definite directions

Team Work

  • What They Will Learn
  • The importance of team work – within the current business context
  • How to build a team
  • How to manage a team
  • The 5 Cs of a successful team
  • Managing challenges and barriers in successful team working
  • Methodologies and processes to drive a team to successfully achieve the desired goal
  • What Demonstrable Behaviors They Will Show
  • Motivated team working
  • Ability to build and manage a team
  • Leading their teams through challenges
  • Effective team communication
  • Enhanced collaboration within and outside the team

Problem Solving

  • What They Will Learn
  • The TCP Elements – T (Thinking) C (Creativity) and P (Problem Solving) and how they are related
  • Technical Trouble Shooting Vs Problem Solving (Former is specialized and latter is generalized)
  • 4 Basic steps in Solving Problems 1. Define the Problem 2. Generating alternatives 3. Evaluating and Selecting Alternatives 4. Implementing Solutions
  • Tools that enhance Problem Solving ability (Asking question, brain storming, Cause and effect diagramming, Mind mapping)
  • What Demonstrable Behaviors They Will Show
  • Many nudge forward in their ability to apply themselves further in problem solving
  • Increased clarity in determining Cause Vs Effect
  • Ability to generate further alternatives
  • Motivate teams to come up with ideas and alternatives in problem solving


  • What They Will Learn
  • Who is a professional
  • Characteristics and qualities of a Professional
  • What defines professionalism
  • How is professionalism measured
  • Unprofessional behaviours
  • Professionalism from the Customer's perspective and fom the Team's perspective
  • What Demonstrable Behaviors They Will Show
  • Clearly differentiate between professional and unprofessional behavior
  • Practice/demonstrate professional behaviours with team and customers
  • Enhanced professional working relationship with all key stakeholders

Customer Service

  • What They Will Learn
  • Why Good Customer Service is Life Blood for a Company
  • Stories of Dread & Delight (in Customer Service) as opposed to Day-to-Day occurrence
  • Word of Mouth imperative in Customer Service – What statistics say about this
  • Characteristics of Good Customer Service – Friendliness, Empathy, Accuracy, Professionalism, Promptness and Honesty.
  • Handling angry & upset customers (The vocal as well as relatively quiet kinds).
  • Skill practice (Handling different customer scenarios)
  • What Demonstrable Behaviors They Will Show
  • Shift in Customer Service Orientation
  • Shift in Empathy component in observable terms
  • Enhanced skill in dealing with Angry and Customer behavior
  • Proactive approach towards resolving Customer issues

Final Presentation