December 4, 2019 - In This Issue:
Sometimes You Only Get One Chance to Keep a Customer, or Lose Them to Your Competition!

Have you ever called to complain about a problem or poor service you received, hoping that the person answering the phone would resolve your problem, and they handled it so poorly you never did business with them again?

Many times you only get one chance to resolve the situation and keep that customer returning to your business.

In Customer Service training, we teach that as a business, we should hope that a customer will complain so we can rectify the situation and keep them coming back!

Whether you are working at a front desk of a hotel or in a call centre, the person calling may be angry and vent to the person taking the call. The person answering the call needs to know how to calm the person down and attempt to resolve the situation. It's not easy, to not get defensive and take their anger personally, but as a professional that is what you need to do.

Learn how to deal with difficult situations, whether complaints from customers or dealing with your fellow co-workers.

DATE: Friday, December 13
TIME: 9:00am-12:00pm
COST: Complimentary
MTEC Holiday Celebration

On behalf of the MTEC Board of Directors and staff, we wish you a Merry Christmas and Much Happiness in 2020!

Shannon Fontaine, CEO, Manitoba Tourism Education Council (MTEC)

3-Part Training Series 

MTEC is pleased to announce two changes to the 3-Part Training Series For Event Coordinators & Planners. In order to make this valuable training accessible for more people, we have reduced the cost by 50% and are offering the training series over weekends. 

This training series provides valuable information for people who are currently working as event planners as well as those who would like to be event planners! Whether full-time or a function of their position, this training can re-enforce what is being done right, and teach things that could avoid liability and/or failure of an event. 

Successful events don't just happen. A successful event is the culmination of planning, preparation and taking care of many details. This 3-Part Series covers everything from the Marketing, Administration, Risk Management and Human Resources involved with coordinating a successful event.  

The next series will be delivered on Friday, January 24th, 6:00pm-9:30pm, Saturday, January 25th, 8:30am to 4:30pm and Sunday, January 26th from 8:30am-4:30pm.

To Register or for more information, please click here, or contact Monique Couture at or call 204-957-7437. 
Shirley Tillett Scholarship Fund for Event Professionals  
There is also a scholarship fund that will cover the full amount of tuition for the MTEC 3-Part Series for Event Coordinators & Planners. The Shirley Tillett Scholarship Fund for Event Professionals. Shirley Tillett, founder of Shirley Tillett and Associates (STA), successfully operated her event planning and training company for over 20 years. She also founded the Event Professionals of Manitoba Association (EPM).
Please click here for more information.    


The Manitoba Tourism Education College - Training Future Employees for Manitoba's Hospitality & Retail Industries!

Great careers begin at MTEC!
Register now for the next training programs beginning on January 27, 2020.

The Manitoba Tourism Education College (MTEC) is a recognized post-secondary institution that is registered with Manitoba Education and Training, Advanced Learning Division. The College offers 6 and 8 week comprehensive training programs for needed positions in the hospitality and retail industries in Manitoba.

All of the training is delivered in the classroom, with a portion of the Line Cook Training Program delivered in a commercial kitchen. Training focuses on the essential skills required to perform in all of the positions. Students not only gain the education and skill to perform these jobs, they will have gained practical experience through their work practicum.
  • Bartender and Food & Beverage Server - 7 Week Training Program
  • Front Desk Clerk - 6 Week Training Program
  • Retail Sales Associate - 6 Week Training Program
  • Housekeeping Room Attendant - 6 Week Training Program
  • Line Cook - 8 Week Training Program
  • Food & Beverage Server - 6 Week Training Program
Training Programs can be combined and students will graduate with training and experience in 2 or more occupations.
For more information on the Manitoba Tourism Education College training programs, visit our website at, email us at or call (204) 957-7437.  

MTEC Job Board

Did you know that MTEC has a Job Board where you can advertise for employees at no cost?  
In the last three months alone, the job board was viewed over 16,000 times. 



*Business Etiquette
December 5   |  9:00am-12:00pm  |   More Info

Food Handler Certification-Saturday
December 7   |  9:00am-4:00pm  |   More Info 
COST: $85.00+GST  *Challenge Exam Available $55.00+GST

*Courage, Confidence & Resilience 
December 10   |  9:00am-12:00pm  |   More Info

*How to Handle Toxic Behavior-NEW
December 11   |  9:00am-12:00pm  |   More Info

*Handling Difficult Situations 
December 13   |  9:00am-12:00pm  |   More Info

*Professional Telephone Skills  
December 17   |  9:00am-12:00pm  |   More Info


Food Handler Certification
January 6   |  9:00am-4:00pm  |   More Info 
COST: $85.00+GST  *Challenge Exam Available $55.00+GST

*Event Coordinator 101
January 14   |  9:00am-12:00pm  |   More Info

*The Art of Email
January 15   |  9:00am-12:00pm  |   More Info

*Disengaged Employees-The True Cost to Your Business
January 21   |  9:00am-12:00pm  |   More Info

*The Math of Financial Statements 
January 22   |  9:00am-12:00pm  |   More Info

*Selling is For Everyone
January 23   |  9:00am-12:00pm  |   More Info

3-Part Training Series for Event Coordinators and Planners-Introduction, Overview and Administrative Skills 
January 24   |  6:00pm-9:30pm  |   More Info
COST: $180.00+GST

*Manitoba Service Excellence: Training to Give Your Business The Competitive Edge-For Managers
January 24   |  9:00am-4:00pm  |   More Info

3-Part Training Series for Event Coordinators and Planners-Event Coordination and Marketing-Saturday
January 25   |  8:30am-4:30pm  |   More Info
COST: $180.00+GST

Food Handler Certification-Saturday
January 25   |  9:00am-4:00pm  |   More Info 
COST: $85.00+GST  *Challenge Exam Available $55.00+GST

3-Part Training Series for Event Coordinators and Planners- Risk Management, Human Resources, Communication and Professionalism-Sunday
January 26   |  8:30am-4:30pm  |   More Info
COST: $180+GST

*Respectful Workplaces
January 28   |  9:00am-12:00pm  |   More Info

*Handling Difficult Situations-Supervisors & Managers 
January 30   |  9:00am-12:00pm  |   More Info

*Complimentary Sessions

Contact MTEC at 204-957-7437 or email

All courses will be held at the MTEC Training Centre, 75 Scurfield Boulevard, Unit 3, Winnipeg, Manitoba, R3Y 1P6.   **Free parking available!

"Great things happen to those who don't stop believing, trying, learning and being grateful."
Roy T. Bennet

Manitoba Tourism Education Council, 75 Scurfield Boulevard, Unit 3, Winnipeg, Manitoba R3Y 1P6 Canada
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