Our Skills Gain online program was developed specifically for the New Brunswick tourism and hospitality industry to deliver training and skills acquisition in an engaging, self-directed and modularized format.

Individual modules include Customer Service, Interpersonal Skills, Professionalism, Communication Skills, and Thinking Skills.

The training material is available to learners 24/7 and includes a number of interactive elements to assist learners in gaining the key skills required to serve clients in a professional and efficient manner.

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

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

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

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
  • Understamd how body language contributes to communication

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


Individual modules:

$20 for TIANB members
$30 for non-members

All 5 modules, including TIANB Provincial Certification:

$90 for TIANB members
$120 for non-members