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The 2026/27 Training & Capability Course Guide

Every program the Institute of Excellence delivers, in one place. Plan your next year of workshops, keynotes and capability programs for your operators, team or region.

  • 78 topics across 7 training categories, from customer experience and leadership to AI and the visitor economy
  • Six delivery formats, including in-person workshops, live online, self-paced courses, keynotes and tailored programs
  • The IGNITE Capability Framework™ that every program is mapped to
  • Who each category is best for, so you can match topics to your audience quickly
Cover of the Training and Capability Course Guide 2026/27

Ideal for sharing with your team, program committee or funding partners when planning next year’s training.

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What’s inside the guide

Seven training categories, each mapped to a pillar of the IGNITE Capability Framework™, with every topic described in plain language.

I

Business Intelligence

Planning, strategy, proposals and decision making.
11 topics
G

Marketing & Content

Content, social media, email and Google Business Profile.
14 topics
N

Customer Service & Experience

Service culture, challenging customers and reputation.
9 topics
I

Sales, Revenue & Finance

Pricing, packaging, sales and budgets.
7 topics
T

Leadership & Culture

Leading change, resilient teams and emerging leaders.
6 topics
E

Digital & AI Capability

Practical and ethical AI, AI search and accessibility.
13 topics
★

Tourism & Visitor Economy

Visitor experience, VICs, volunteers, awards and strategy.
18 topics

Plus: how we deliver

Formats, program options and how to start a capability conversation.

Who the guide is for

Councils & local government

Planning business and visitor economy programs for your community.

Tourism boards & DMOs

Building capability across the operators in your region.

Associations & chambers

Sourcing workshops, keynotes and member events that people show up for.

Business leaders

Investing in the skills and confidence of your own team.

Meet your lead educator

Despina Karatzias

Founder of the Institute of Excellence, certified trainer and business coach with over two decades of experience across tourism and small business. Despina holds a Master’s in Digital and Social Media Marketing and received the Outstanding Contribution by an Individual award at the 2022 Victorian Tourism Awards.

“Despina is undoubtedly recognised as one of the savvy leaders of the Victorian tourism industry. Her natural ability to connect and be the guiding light has enabled much of the industry to flourish.”
Michael Hamilton, Victorian Tourism Industry Council

Plan next year’s training with confidence

Download the guide, or call Despina on 0403 501 583 to talk through your program.

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