The leadership & resiliency training programs are part of the TSNO workforce development for businesses in the tourism & hospitality sector. These programs allow the sector access to training, help build a more resilient workforce and increase employee engagement and retention. **LEADERSHIP EXCELLENCE SERIES** Designed to provide new, emerging and existing leaders with the latest theories, practices and tools to develop their leadership skills. **Program Highlights:** • Identify the difference between managing and leading • Learn leadership best practices and road blocks • Identify different communication styles • Explore how to diffuse emotional conversations • Define best practices in coaching • Explore the elements of team trust and causes of conflict • Define what makes a high-performing team **RESILIENCY TRAINING SERIES** Designed to elevate job performance through soft skills development, building a more resilient workforce to welcome back our visitors in the future. **Program Highlights:** • Understand how to deliver memorable customer service experiences within the new reality • Learn how to keep customers safe & communicate effectively from behind physical barriers • Recognize the importance of emotional intelligence (EQ) • Explore tools to build personal resilience • Learn negative vs positive coping strategies • Develop proven strategies for conflict resolution **Tourism & Hospitality Employers are invited to nominate their full time, part time and furloughed team members who have demonstrated potential for advancement and/or retention.** • Virtual, interactive, instructor-led workshops • Participants will receive certificate upon completion • Cohorts running now through June 30, 2022 • Customized programs may be available upon request **FOR MORE INFORMATION OR TO REGISTER! KIERAN WELLS, Industry and Community Liaison, West and North Western Ontario I OTEC p. (416) 622-1975 ex. 267 / (1-800) 557-6832 e. kwells@otec.org www.otec.org** Document [SAO\_Leadership\_and\_Resiliency\_PKG\_West\_2022 (002).pdf](/sites/default/files/2022-04/SAO_Leadership_and_Resiliency_PKG_West_2022%20%28002%29.pdf)