Skills Gain

Designed specifically for New Brunswick’s tourism and hospitality sector, Skills Gain is an engaging, self-directed, modular online program available 24/7. Interactive elements help you build the core skills employers value—customer service, interpersonal skills, professionalism, communication, and thinking skills. Complete all five modules to earn TIANB’s Provincial Certification.

The full training includes 5 core modules:

Module 1 – Customer Service

Designed to enhance your customer service skills by focusing on a key area of customer service. This is widely considered a top priority by New Brunswick’s tourism employers and will help you perform better on the job. By the end of this module, learners will be able to:

• Master customer service essentials
• Respond to concerns and complaints
• Deal with disruptive & abusive behaviour
• Protect customer privacy

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Module 2 – Interpersonal Skills

Interpersonal skills can be defined as the life skills we use on a day to day basis to communicate and interact with other people, both individually and in groups. With respect to customer service, interpersonal skills refer to an employee’s ability to get along with others while still getting the job done. By the end of this training module, learners will be able to:

• Work well with others
• Be respectful
• Converse at work
• Express opinions and make suggestions
• Give and receive constructive feedback
• Value cultural diversity
• Be assertive
• Manage conflict constructively

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Module 3 – Professionalism

This module focuses on maintaining a positive attitude, one of the characteristics identified by New Brunswick tourism businesses as a key employee attribute contributing to their growth and success. By the end of this training module, learners will be able to:

• Demonstrate a positive attitude
• Present a professional appearance
• Exhibit self-confidence
• Show initiative

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Module 4 – Communication

This online module is designed to provide an overview of effective workplace communication, including writing, non-verbal communication, and the use of technology. Mastery of these skills can help avoid misunderstanding and potential miscommunication with customers. By the end of this module, learners will be able to:

• Use active listening techniques
• Deliver clear verbal messages
• Reduce communication barriers by using clarifying questions and paraphrasing
• Follow workplace telephone etiquette
• Follow workplace e-mail etiquette
• Understand how body language contributes to communication

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Module 5 – Thinking Skills

Good thinking skills are essential for success in work and everyday life. How you think affects your perspective, behaviour, attitude, relationships and ability to manage difficult situations. By the end of this module, learners will be able to:

• Describe the characteristics of a creative thinker
• Use creative thinking techniques to solve problems and make decisions
• Apply the recommended five step problem-solving method to solve problems
• Apply the recommended decision-making process

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