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X-WR-CALDESC:Events for MuniSERV
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BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181120T093000
DTEND;TZID=America/Toronto:20181120T123000
DTSTAMP:20260403T164840
CREATED:20181112T200528Z
LAST-MODIFIED:20181112T200528Z
UID:16821-1542706200-1542717000@muniserv.ca
SUMMARY:Build Your Business Road-Map Workshop
DESCRIPTION:Are you an entrepreneur with great ideas and huge potential\, yet struggling to bring those ideas to fruition? \nI’ll bet!! You’re wearing a dozen hats\, you have clients to keep happy\, bookkeeping to stay on top of and you also need to market your business? With so much going on in your mind every day\, it’s no wonder you lose sight of what is important – achieving your goals! \nIn this interactive workshop\, we will:\n– explore the theory behind radiant thinking\n– identify the areas you wish to focus on in your business\n– use mind-mapping to develop your business road-map\n– create an action plan and set specific goals with a date to achieve them! \nRegister at: http://cheetahfusion.com/events/ \n\nLocation: 54 Cedar Pointe Drive\, Unit 1207\, Barrie\, ON\n\n\nDate: Tuesday\, November 20\, 2018\n\n\nTime: 9:30am until 12:30pm\n\n\nNovember 1st your investment is – $125+HST \nIncludes: refreshments\, light breakfast and workshop materials.\nParking: free parking
URL:https://muniserv.ca/event/build-your-business-road-map-workshop
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/png:https://muniserv.ca/wp-content/uploads/CheetahFusion_Logo_FV.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181116T090000
DTEND;TZID=America/Toronto:20181116T163000
DTSTAMP:20260403T164840
CREATED:20180828T185349Z
LAST-MODIFIED:20180828T185349Z
UID:15764-1542358800-1542385800@muniserv.ca
SUMMARY:Service That Sells Public Workshop
DESCRIPTION:Selling is becoming an increasingly important part of the frontline customer service representatives’ job\, but few representatives have formal training. Our program helps Customer Service professionals develop the skills\, knowledge and motivation they need for cross-selling and up-selling. \nNo matter what business you are in\, who your customers are\, or how large your business is\, the fact is that everyone would like to increase their revenue without increasing the investment. Numerous companies have discovered a simple cost effective way to do this. \nThis program is designed to effectively overcome this reluctance and to uncover the realities of providing service and myths behind selling. We guide participants in understanding and being prepared for the transition from service to sales. \nFor more information\, please click here  \nTo Register\, please click here 
URL:https://muniserv.ca/event/service-that-sells-public-workshop-2
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/Service-that-Sells1024x683.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181114T090000
DTEND;TZID=America/Toronto:20181114T120000
DTSTAMP:20260403T164840
CREATED:20180925T191736Z
LAST-MODIFIED:20180925T205131Z
UID:16115-1542186000-1542196800@muniserv.ca
SUMMARY:Emotional Intelligence 101
DESCRIPTION:Emotional Quotient (EQ) measures emotional intelligence\, or your ability to sense\, understand and effectively apply the power and acumen of emotions to facilitate high levels of collaboration and productivity. \nStudies have shown that salespeople and customer service agents who have undergone EQ training develop more accounts\, have higher sales\, deliver stronger customer service and realize better customer retention than those who have not. (Consortium for Research on Emotional Intelligence in Organizations) \nIs this EQ training only for people in sales or customer service roles? No. This EQ training is for anyone! With EQ training and development\, people can develop the skills and knowledge to better understand their customers or potential customers\, how to manage their expectations\, and ultimately meet their needs while building rapport and trust. \nWhat are the 5 Dimensions of Emotional Intelligence? \n\n\nSelf-Awareness – The ability to recognize and understand your moods\, emotions and drives\, as well as their effect on others. \n\n\nSelf-Regulation – The ability to control or redirect disruptive impulses and moods and the propensity to suspend judgement and think before acting. \n\n\nMotivation – A passion to work for reasons that go beyond the external drive for knowledge\, utility\, surroundings\, others\, power or methodology and are based on an internal drive or propensity to pursue goals with energy and persistence. \n\n\nSocial Awareness – The ability to understand the emotional makeup of other people and how your words and actions affect others. \n\n\nSocial Regulation – The ability to influence the emotional clarity of others through a proficiency in managing relationships and building networks. \n\n\nAs a result of attending this workshop\, participants will: \n\n\nReceive a personalized Emotional Quotient Report. \n\n\nLearn about each of the 5 Dimension of Emotional Intelligence. \n\n\nLearn about the natural progression in developing EQ. \n\n\nUnderstand the role of emotional intelligence and why is such a critical component to success. \n\n\nReceive some actionable tools and resources to begin their own EQ improvement journey. \n\n\nLocation: Next Gen Hub Business Suites \n25A Hunter Valley Rd.\, Orillia\, ON L3V 0Y7 \nSuper Early Bird & Early Bird Deadlines available! \nTo Register: Visit www.prismgroup.ca \nSee the full Workplace Success Series Workshops  \n 
URL:https://muniserv.ca/event/emotional-intelligence-101
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/man_emotion_cellphone-EQ-iStock_000017337284Small1-e1537908596424.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181109T090000
DTEND;TZID=America/Toronto:20181109T163000
DTSTAMP:20260403T164840
CREATED:20180626T135551Z
LAST-MODIFIED:20180815T181149Z
UID:15026-1541754000-1541781000@muniserv.ca
SUMMARY:Conflict Resolution Public Workshop
DESCRIPTION:This course qualifies as one prerequisite towards CCSS© designation \nHave you ever been in a conflict that you wished you could have handled better? We have all experienced the stress that comes from having unresolved conflicts with our co-workers. Conflicts that are ignored or resolved badly don’t go away – they cause people to feel resentful and to avoid each other. The effects on an organization are a loss of productivity\, absenteeism and high turnover. \nConflict comes about from differences – in needs\, values and motivations. Sometimes it is through these differences that we complement each other\, but sometimes these differences result in conflict. Conflict is not a problem in itself – it is what we do with it that counts. \nIt is important that we do something because whether we like it or not\, conflicts demand our energy. In fact\, an unresolved conflict can call on tremendous amounts of our attention. We all know how exhausting an unresolved conflict can be. It is not always easy to fix the problem but a great energy boost can come when we do. This program teaches you the techniques for proper conflict resolution that will leave you feeling satisfied and content. \nFor more information\, please click here   \nTo Register\, please click here
URL:https://muniserv.ca/event/service-that-sells-public-workshop
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN-Conflict-Mgmt-Resolution1024x610-01-scaled.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181108T090000
DTEND;TZID=America/Toronto:20181108T163000
DTSTAMP:20260403T164840
CREATED:20180626T135118Z
LAST-MODIFIED:20180815T175327Z
UID:15024-1541667600-1541694600@muniserv.ca
SUMMARY:Managing Difficult Clients & Situations Public Workshop
DESCRIPTION:This course qualifies as one prerequisite towards CCSS© designation \nDoes your organization work with difficult clients? Are you interested in learning how to manage your stress and handle complicated circumstances while at work? If you answered yes\, then this program is for you. \nThis workshop is designed to teach you all about the art of dealing with difficult customers and scenarios while at work. You will learn how to manage conversations\, empathize with clients\, identify triggers\, negotiate\, and most importantly\, protect yourself physically\, emotionally\, and mentally on the job. \nFor more information\, please click here  \nTo Register\, please click here 
URL:https://muniserv.ca/event/managing-difficult-clients-situations-public-workshop-2
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20-20Managing20Difficult20CS1024x683-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181107T090000
DTEND;TZID=America/Toronto:20181109T163000
DTSTAMP:20260403T164840
CREATED:20180626T134424Z
LAST-MODIFIED:20180815T174458Z
UID:15020-1541581200-1541781000@muniserv.ca
SUMMARY:3-Day Certified Client Service Specialist Designation BootCamp
DESCRIPTION:The Certified Client Service Specialist (CCSS©) program offers participants  the tools\, techniques\, and effective customer service skills required in today’s demanding work environment. Whether you work in private\, public\, or not-for-profit organization you will take away up to date information needed to succeed in the work place. Our world class certified facilitators with their engaging delivery style and relevant up to date content have delivered to hundreds of participants globally. \nOur programs are certified and accredited by Canadian Council of Professional Certification (CCPC Global) to ensure quality\, content\, and engaging delivery. \nCompletion of our certification process confers the right to use the title Certified Client Service Specialist and the right to use the initials CCSS© after one’s name. \nThis 3-course program offers the right blend of knowledge and skills to become an expert in all aspects of customer service delivery – everything from professionalism to customer service\, to sales\, handling difficult customers\, and more. Upon completion of the program\, you will be able to build a solid foundation for your career and gain and industry specific credential that is recognized by major organizations. \nAccredited Courses Required \n1-Day Delivering Responsive Customer Service \nThis program is ideal for anyone who deals with customers and wants to provide a more customized or personalized experience for them. This training will provide you with the skills to not only handle a customer’s immediate requests\, but also provide information and recommendations to build the customer’s relationships through providing valuable conversations. \n1-Day Managing Difficult Clients and Situations \nThis program is ideal for anyone who deals with difficult clients in various challenging situations and wishes to remain in control. The program will lay out strategies for turning negative situations into opportunities for building lifelong relationships. \n1-Day Conflict Resolution \nHave you ever been in a conflict that you wished you could have handled better? We have all experienced the stress that comes from having unresolved conflicts with our co-workers. Conflicts that are ignored or resolved badly don’t go away – they cause people to feel resentful and to avoid each other. The effects on an organization are a loss of productivity\, absenteeism and high turnover. \nFor more information\, please click here \nTo Register\, please click here \n 
URL:https://muniserv.ca/event/3-day-certified-client-service-specialist-designation-bootcamp-2
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20-20CCSS20Bootcamp202x-1600x806-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181107T090000
DTEND;TZID=America/Toronto:20181107T163000
DTSTAMP:20260403T164840
CREATED:20180626T134757Z
LAST-MODIFIED:20180815T175244Z
UID:15022-1541581200-1541608200@muniserv.ca
SUMMARY:Delivering Responsive Customer Service Public Workshop
DESCRIPTION:This course qualifies as one prerequisite towards CCSS© designation \nA great customer service experience is vital to the success of a company\, and delivering that service is what shapes the customer experience. This training program is ideal for anyone who wishes to provide their valued customers with a premium level of service. you will learn how to better understand customer expectations\, profile difficult customer situations\, and deal with customer objections using a proven model for effective complaint resolution. It also goes over how to use assertive techniques and positive language to diffuse difficult situations\, reduce stress\, promote team camaraderie\, and create a positive customer experience resulting in win-win situations. \nThis interactive workshop is informative\, fun\, and provides easily applicable solutions for service excellence that are proven to work in today’s toughest customer service arena – the real world. \nFor more information\, please click here  \nTo Register\, please click here 
URL:https://muniserv.ca/event/delivering-responsive-customer-service-public-workshop-2
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20-20Delivering20Responsive20Customer20Service1024x683-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181107T090000
DTEND;TZID=America/Toronto:20181107T120000
DTSTAMP:20260403T164840
CREATED:20180925T201116Z
LAST-MODIFIED:20180925T201116Z
UID:16113-1541581200-1541592000@muniserv.ca
SUMMARY:Workplace Motivators 101
DESCRIPTION:Do you know what one of the biggest factors is in leading a fulfilling career and personal life? Have you ever wondered why not everyone shares your passion for some things? Have you ever noticed that when someone doesn’t value what you do that there may be conflict? \nThis workshop will answer these questions and more. We will explore the six higher level categories of motivators. \nThe happiest\, most productive and the most successful people in the world have one thing in common – they have discovered what motivates them and harnessed it to drive them forward each and every day. When the work we do is aligned with our primary motivators\, we feel energized and motivated to do better each day. What energizes a sales or marketing team can stand in stark contrast to what energizes a social worker or customer service rep. \nIn this workshop\, participants will: \n\n\nReceive a personalized Workplace Motivators report which will reveal their workplace motivators hierarchy. \n\n\nCome to understand why it is so important to know this information about oneself for personal and professional fulfillment. \n\n\nLearn about each of the 6 high level motivators categories. \n\n\nKnow the degree of passion or indifference they have to each of the 6 motivator categories. \n\n\nLearn how differences in Workplace Motivators between people can cause conflict; and\, how similarities in Workplace Motivators can lead to improved rapport. \n\n\nLocation: Next Gen Hub Business Suites \n25A Hunter Valley Rd.\, Orillia\, ON L3V 0Y7 \nSuper Early Bird & Early Bird Deadlines available! \nTo Register: Visit www.prismgroup.ca \nSee the full Workplace Success Series Workshops
URL:https://muniserv.ca/event/workplace-motivators-101
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/png:https://muniserv.ca/wp-content/uploads/happy_people_work.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181030T090000
DTEND;TZID=America/Toronto:20181030T120000
DTSTAMP:20260403T164840
CREATED:20180925T200857Z
LAST-MODIFIED:20180925T204818Z
UID:16111-1540890000-1540900800@muniserv.ca
SUMMARY:Sales Relations 101
DESCRIPTION:Understanding your own communication style and being able to quickly read others’ communication preferences is the first key to building rapport and trust with a prospective client or customer. Much like an interview\, how you first engage with your prospects can either begin to establish rapport and build trust or turn the prospect off. It’s critically important to understand that: \n“People buy from people they like and people like people like themselves!” \nPeople who are successful in sales start with an accurate perception of their own communication style\, an ability to quickly assess their prospective clients’ or customers’ style accurately and know how to adapt for improved buy-in. \nIn this introductory session\, participants will: \n\n\nReceive a personalized Sales Behavioural Profile Report to help them understand their own style. \n\n\nLearn how others perceive their behaviour and why it might contribute or detract from establishing rapport and buy in. \n\n\nBe more confident in identifying their prospects’/customers’ behavioural styles.. \n\n\nLean what they should do to adapt their behavioural style for improved buy-in and rapport. \n\n\nHave the tools they need to be more aware and confident in their sales interactions. \n\n\n** Bonus learning: Participants will come to understand why opposites don’t attract! \nLocation: Next Gen Hub Business Suites \n25A Hunter Valley Rd.\, Orillia\, ON L3V 0Y7 \nSuper Early Bird & Early Bird Deadlines available! \nTo Register: Visit www.prismgroup.ca \nSee the full Workplace Success Series Workshops
URL:https://muniserv.ca/event/sales-relations-101
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/png:https://muniserv.ca/wp-content/uploads/sales_relations_lady.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181024T090000
DTEND;TZID=America/Toronto:20181024T120000
DTSTAMP:20260403T164840
CREATED:20180925T200357Z
LAST-MODIFIED:20180925T200357Z
UID:16109-1540371600-1540382400@muniserv.ca
SUMMARY:Customer Service 101
DESCRIPTION:Successful business depends on exceptional Customer Service. It is essential to understand that every employee is involved in customer service. It has been proven that customers would rather switch to another company than tolerate poor service. \nResearch indicates\, even if there is no conflict\, over 60% of all customers quit dealing with a business because of indifference on the part of some employee. The ability to interact effectively with customers may be the critical difference between success or failure. Effective customer service begins with an accurate perception of one’s own work customer relations style. \nIn this session\, participants will: \n\n\nReceive their own personalized Customer Service Report which quantifies information on how they see their own behaviour in the workplace. \n\n\nLearn how others perceive their behaviour. This knowledge will assist participants in formulating strategies in more effectively meeting customer needs. \n\n\nBe more qualified to identify various customer behavioural styles whether they are serving them in person or by phone. \n\n\nLean how to adapt their customer relations behavioural style to improve the customer experience. \n\n\nBe more confident in their customer relationship skills. \n\n\nLocation: Next Gen Hub Business Suites \n25A Hunter Valley Rd.\, Orillia\, ON L3V 0Y7 \nSuper Early Bird & Early Bird Deadlines available! \nTo Register: Visit www.prismgroup.ca \nSee the full Workplace Success Series Workshops \n 
URL:https://muniserv.ca/event/customer-service-101
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/png:https://muniserv.ca/wp-content/uploads/customer_relations_phone_lady-e1537905658439.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181017T163000
DTEND;TZID=America/Toronto:20181017T213000
DTSTAMP:20260403T164840
CREATED:20180725T201610Z
LAST-MODIFIED:20180725T201740Z
UID:15382-1539793800-1539811800@muniserv.ca
SUMMARY:2nd Annual Women in Leadership Awards Gala
DESCRIPTION:We are excited to host our 2nd Women in Leadership networking and awards evening in Toronto. This event brings together Women Leaders and industry professionals – both men and women\, giving them the opportunity to network\, celebrate and learn in style on October 17th in the Old Mill in Toronto. \nThis event will provide guests with the opportunity to celebrate the award finalists and winners\, meet and enjoy the company of incredible men and women who are committed to customer experience excellence\, and celebrate Women Leadership. \nAfter an elegant cocktail reception\, guests will be invited for a four-course dinner\, keynote speaker\, entertainment and the official awards\, where the winners of our award categories will be announced. \nNote: Men are also encouraged to join us at this event. The perspectives that will be shared will encourage everyone to explore challenges and opportunities with a different lens\, focusing on how to build strong leadership into different cultures and contexts. \nWe look forward to you joining us! \nFor more information\, please click here (https://mycspn.com/women-in-leadership/) \nTo Register\, please click here (https://mycspn.com/women-in-leadership/#Register)
URL:https://muniserv.ca/event/2nd-annual-women-in-leadership-awards-gala
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/png:https://muniserv.ca/wp-content/uploads/WIL-Signature-03-03.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181016T093000
DTEND;TZID=America/Toronto:20181016T170000
DTSTAMP:20260403T164840
CREATED:20180917T235249Z
LAST-MODIFIED:20180917T235249Z
UID:15993-1539682200-1539709200@muniserv.ca
SUMMARY:Leadership Excellence
DESCRIPTION:Build strong relationships within your organization and your teams!\nAn organization’s greatest asset is their people. We understand first-hand that it is not always easy to be a leader.  However\, having practical tools and techniques to draw on\, can help you navigate ongoing challenges and situations. \nIn this interactive workshop\, you will have opportunities to discuss ideas\, exchange best practices\, reflect and create an action plan. \nJoin us on Tuesday\, October 16\, 2018 \nSuite Success @ESS Direct \n411 Huronia Road\, Unit 5 \nBarrie\, ON  L4N 9B3 \nLearn More and Register \n\n\n\n\nIn this full day\, interactive workshop\, we will explore:  \n\nthe key elements to enhance communication and learn what your key strengths are through your DISC profile with Dr. Doug Jernigan! \nhow to use a coach-like approach with your team to empower them and support decision-making \nthe Situational Leadership Model  Kouzes & Posner: 5 Leadership Principles \nhow to increase productivity and accountability!
URL:https://muniserv.ca/event/leadership-excellence
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/Elevate-your-team.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181011T090000
DTEND;TZID=America/Toronto:20181012T163000
DTSTAMP:20260403T164840
CREATED:20180626T133459Z
LAST-MODIFIED:20180626T133459Z
UID:15014-1539248400-1539361800@muniserv.ca
SUMMARY:2-Day Contact Centre Operations & Management Public Workshop
DESCRIPTION:A contact centre is a vital part of today’s successful businesses. Every one provides contacts through various media but there are very few organizations that operate a fully optimized contact centre. Contact centres are built on five pillars of ‘Strategy’\, ‘People’\, ‘Process’\, ‘Technology’ and Facilities’. Managing an efficient and effective contact centre requires harmony between all these pillars (how they operate and how they impact each other). \nThis workshop\, provides better understanding of these pillars\, how they relate to each other\, how to measure and manage their efficiency and effectiveness and finally how to optimize the operations based on the overall direction of the organization. \nThis workshop includes a simplified assessment survey benchmarking attendees’ contact centres against best-in-class organizations. With the results of this survey\, participants can focus on the key areas for improvement and create a customized improvement plan for their centres. \nFor more information\, please click here  \nTo Register\, please click here 
URL:https://muniserv.ca/event/2-day-contact-centre-operations-management-public-workshop
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20-20Contact20Centre20Ops2020Mgmt1024x683-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181005T090000
DTEND;TZID=America/Toronto:20181005T163000
DTSTAMP:20260403T164840
CREATED:20180625T232817Z
LAST-MODIFIED:20180828T184333Z
UID:15006-1538730000-1538757000@muniserv.ca
SUMMARY:Influencing Others Without Authority Public Workshop
DESCRIPTION:In today’s fast-paced environment of matrix and cross-functional teams\, the traditional management approach of trying to exert full authority over others through compliance is risky business. Although it is necessary at times for busy professionals\, team leaders\, supervisors\, and managers to be directive with others about getting things done\, it is also likely that the productivity of individuals and teams will improve when they experience the positive effects of influence in a collaborative setting. \nBased on position and interest-based influencing methods from Harvard\, participants will learn and practice influencing using the four step method of gaining attention\, interest\, commitment\, and motivating action. This workshop uses interactive discussions\, case studies\, video reviews\, team exercises\, self-assessments\, and practical action-planning exercises. Consequently\, participants will develop more self-awareness\, learn new productivity tools\, and enhance their performance as negotiators of deadlines\, schedules\, resources\, staff\, budgets\, pricing\, product changes\, and other aspects of managing people and projects to achieve winning outcomes in a collaborative way. \nFor more information\, please click here  \nTo Register\, please click here 
URL:https://muniserv.ca/event/influencing-others-without-authority-public-workshop
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20-20Influencing20Others20Without20Authority1024x430-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181002T090000
DTEND;TZID=America/Toronto:20181002T163000
DTSTAMP:20260403T164840
CREATED:20180813T185115Z
LAST-MODIFIED:20180813T185115Z
UID:15625-1538470800-1538497800@muniserv.ca
SUMMARY:Design Thinking Public Workshop
DESCRIPTION:In an environment in which customer experience is increasingly becoming a differentiator\, the thoughtful design of individual customer experiences\, and of how multiple touchpoints work together as a whole\, is too vital to be left to chance. Ultimately\, Design Thinking jumpstarts an organizations’ creativity and transports them beyond the “go-to” options\, unlocking new opportunities for creating shared value. \nDesign Thinking is an innovative\, problem solving mindset for human-centered innovation and product / service development. It uses ethnography to intimately understand customers and agile development and iteration to translate findings\, to insights to visualization. \nDuring this 1-Day Design Thinking workshop\, participants will learn about the Design Thinking framework. The CSPN Design Thinking framework is a codified structure to repeatedly and reliably lead teams from business strategy to customer insights and from customer insights to ideas. Through interactive activities and case studies\, participants will learn practically how to contextualize methodologies\, tools and processes to deliver insights that lead to customer value solutions. \nAs an action-oriented and practice session\, this Design Thinking workshop guides participants through solution development regardless of the customer or business challenge at hand. Participants will learn how to put the framework into action! \nFor more information\, please click here  \nTo Register\, please click here  \n  \n 
URL:https://muniserv.ca/event/design-thinking-public-workshop
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20-20Design20Thinking-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20180927T090000
DTEND;TZID=America/Toronto:20180927T163000
DTSTAMP:20260403T164840
CREATED:20180626T133002Z
LAST-MODIFIED:20180626T133002Z
UID:15011-1538038800-1538065800@muniserv.ca
SUMMARY:1-Day Coaching for Performance Public Workshop
DESCRIPTION:Most organizations would say that their company has a “coaching culture” and that the number one priority of its team leaders is to coach. However\, studies show that number of centres where this is a reality is very low. It comes as no surprise that those centres which do have a real coaching culture have the lowest attrition\, the most motivated staff and the best at satisfying the demands of their customers. Staff job descriptions almost always include the fact that they do coaching. However\, upon further probing\, we consistently discover that the quality and quantity of coaching are inadequate for producing the results that would be expected from an effective coaching program. \nFor more information\, please click here  \nTo Register\, please click here 
URL:https://muniserv.ca/event/1-day-coaching-for-performance-public-workshop
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN-Coaching-Performance1024x525-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20180919T090000
DTEND;TZID=America/Toronto:20180920T163000
DTSTAMP:20260403T164840
CREATED:20180725T202627Z
LAST-MODIFIED:20180725T202627Z
UID:15387-1537347600-1537461000@muniserv.ca
SUMMARY:2-Day Strategic Change Management for CX Public Workshop
DESCRIPTION:As organizations continue to move forward and learn to survive and thrive in an ever-increasing competitive market\, the on-going battle of strategizing methods to create new and exceptional customer experiences (CX) continues. To successfully deliver CX experiences that make tangible differences\, organizations must change what is being done today in order to deliver on what needs to be done in the future. This requires organizations to fundamentally change their standard approaches and replace them with new ways of doing business. \nTo successfully manage change\, it is necessary to attend to the wider impacts of the change and answer questions like how will our organization have to change to deliver better customer experiences? As well as considering the tangible impacts of change\, it is important to consider the personal impact on stakeholders and their journey towards working and behaving in new ways to support the change. \nIn this highly interactive workshop\, participants will learn the fundamentals of Change Management in enabling engagement and participation during change. They will also learn methodological approaches of planning\, activating and managing change that will result in faster buy-in and proficiency. \nThis workshop provides opportunities for you to solve the behavioural change challenges that organizations encounter when faced by a need for change. \nFor more information\, please click here (https://mycspn.com/blog/course/strategic-change-management-for-cx-success/) \nTo Register\, please click here (https://mycspn.com/blog/events/strategic-change-management-for-cx-success-public-workshop/)
URL:https://muniserv.ca/event/2-day-strategic-change-management-for-cx-public-workshop
CATEGORIES:Training Sessions
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20180919T080000
DTEND;TZID=America/Toronto:20180921T170000
DTSTAMP:20260403T164840
CREATED:20180719T102904Z
LAST-MODIFIED:20180719T102904Z
UID:15304-1537344000-1537549200@muniserv.ca
SUMMARY:Ontario Municipal Human Resources Association (OMHRA) Conference
DESCRIPTION:OMHRA Fall Conference 2018  \nNottawasaga Inn Resort & Conference Center \nAlliston\, ON \nSeptember 19 – 21\, 2018 \nPlanning is underway! Stay tuned for the event agenda! \nAs always\, we strive to provide informative\, dynamic and practical education and networking opportunities for our members\, sponsors and partners. \nEarly Bird Draw:  Register before July 31st to enter to win a bed & breakfast stay at Nottawasaga Inn Resort! \nREGISTER NOW! 
URL:https://muniserv.ca/event/ontario-municipal-human-resources-association-omhra-conference
CATEGORIES:Conferences
ATTACH;FMTTYPE=image/png:https://muniserv.ca/wp-content/uploads/OMHRA-Logo.png
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20180919
DTEND;VALUE=DATE:20180922
DTSTAMP:20260403T164840
CREATED:20180719T102443Z
LAST-MODIFIED:20180719T102443Z
UID:15301-1537315200-1537574399@muniserv.ca
SUMMARY:Municipal Finance Officers' Association (MFOA) Conference
DESCRIPTION:We invite you to join us at Sheraton on the Falls Hotel in Niagara Falls on September 19-21 for the MFOA 2018 Annual Conference & Trade Show. Our theme this year is “COLLABORATE – We’re Better Together”.  \nRegister by July 31 to receive your Early Bird Member Discount \nDELEGATES: Click to register or for more information\nEXHIBITORS: Click to register or for more information  \nClick here to view the Pre-Conference Brochure
URL:https://muniserv.ca/event/municipal-finance-officers-association-mfoa-conference
CATEGORIES:Conferences
ATTACH;FMTTYPE=image/png:https://muniserv.ca/wp-content/uploads/MFOA_logo_final_6-2.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20180917T090000
DTEND;TZID=America/Toronto:20180917T163000
DTSTAMP:20260403T164840
CREATED:20180817T193533Z
LAST-MODIFIED:20180817T193533Z
UID:15671-1537174800-1537201800@muniserv.ca
SUMMARY:Effective Facilitation Public Workshop
DESCRIPTION:The Effective Facilitation program builds a strong foundation of knowledge in both practice and theory for facilitation success. Knowing the techniques to use and how to effectively facilitate in different situations – meetings\, presentations and training sessions – in today’s environment is critical. With its focus on asking rather than telling\, and listening to build consensus\, facilitation is the new leadership ideal\, the core competency everybody needs. \nDuring this 1-day program\, you will gain an understanding of the full cycle of facilitation. It will provide you with the resources\, materials\, and tools that can be used to confidently and effectively facilitate in any situation. You will also get the opportunity to practice what you’ve learned in a safe and supportive environment. \nThrough a mix of theory and practice\, participants will learn how to: \n\nCreate a positive climate that engages and involves your learners\nDeal with the unexpected – unanticipated problems and challenging participant situations\nEvaluate the results of your training; learner feedback is valuable in more ways than one.\n\nThis program is designed to reinforce and develop your skills as a facilitator. Each participant will have the opportunity to facilitate a brief session on the second day of the program. This will allow the facilitator and training participants to offer insightful and real-time constructive feedback. \nPlease note that this workshop is a 1-Day condensed version. \nFor more information\, please click here \nTo Register\, please click here
URL:https://muniserv.ca/event/effective-facilitation-public-workshop
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN-Effective-Facilitation1024x683-01-scaled.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20180912T090000
DTEND;TZID=America/Toronto:20180913T163000
DTSTAMP:20260403T164840
CREATED:20180625T232409Z
LAST-MODIFIED:20180725T200845Z
UID:15003-1536742800-1536856200@muniserv.ca
SUMMARY:2-Day Team Leading with Excellence Public Workshop
DESCRIPTION:In today’s dynamic workforce\, there are a lot of demands on leaders and management teams. Their responsibilities includes facilitating change management; reducing the negative effects of mergers\, downsizing or rapid expansion. They also need to understand and motivate their staff and others in the organization. In other words\, they need to lead their department and company with inspiring leadership skills and techniques. \nThis course will equip supervisors\, team leaders\, and managers with leadership skills that will strengthen their role as the critical link between strategic goals and tactical performance. Through this development program\, supervisors will learn the skills necessary to lead their teams to success. \nToo often\, managers promote their best agents to be supervisors without equipping them with vital new leadership skills that will determine their success in their new job role. \nThis practical course is designed to reflect the “aim frame” of managing expectations and projects as a mindset as well as an activity. It assumes that “managing” is more than a hierarchical title; it is a state of thinking\, responding\, and acting. Participants will learn and apply management concepts\, techniques\, and tips to communicate\, direct\, coach\, mentor\, entrust\, and lead others in routine situations and during challenging times of change. They will acquire tools for managing influentially and receive constructive feedback from their facilitator and peers. \nFor more information\, please click here  \nTo Register\, please click here  
URL:https://muniserv.ca/event/2-day-team-leadership-management-public-workshop
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20-20Leadership2020Management1024x683-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20180906T140000
DTEND;TZID=America/Toronto:20180906T150000
DTSTAMP:20260403T164840
CREATED:20180626T140438Z
LAST-MODIFIED:20180626T140438Z
UID:15032-1536242400-1536246000@muniserv.ca
SUMMARY:World Class Customer Experience – Live Webinar Presented by Corey Atkinson
DESCRIPTION:Join Corey Atkinson for CSPN’s Webinar Series. Register early! \nTopic: World Class Customer Experience \nCost: FREE \nOverview: \nNow\, more than ever\, we are under a microscope. The online social media world – Google Reviews\, Amazon\, Yelp \,etc – is waiting to pounce with bad-good-better-best experiences to be starred\, told\, retold\, or forgotten – in the real world. In this environment\, how do we avoid the embarrassing “How did that happen?!” moments and instead drive the right customer experiences that we want people to talk about and remember? \nThis webinar will cover the must have strategies to be able to provide world class customer experience. These insights will allow you to gauge how effective your organization is at bringing to life the customer experience you imagine. \nTo Register\, please click here 
URL:https://muniserv.ca/event/world-class-customer-experience-live-webinar-presented-by-corey-atkinson
CATEGORIES:Training Sessions,Webinars
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20-20World20Class20CX20Webinar-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20180823T090000
DTEND;TZID=America/Toronto:20180823T163000
DTSTAMP:20260403T164840
CREATED:20180625T231554Z
LAST-MODIFIED:20180625T231554Z
UID:14995-1535014800-1535041800@muniserv.ca
SUMMARY:Managing Difficult Clients & Situations Public Workshop
DESCRIPTION:This course qualifies as one prerequisite towards CCSS© designation \nDoes your organization work with difficult clients? Are you interested in learning how to manage your stress and handle complicated circumstances while at work? If you answered yes\, then this program is for you. \nThis workshop is designed to teach you all about the art of dealing with difficult customers and scenarios while at work. You will learn how to manage conversations\, empathize with clients\, identify triggers\, negotiate\, and most importantly\, protect yourself physically\, emotionally\, and mentally on the job. \nFor more information\, please click here  \nTo Register\, please click here 
URL:https://muniserv.ca/event/managing-difficult-clients-situations-public-workshop
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20-20Managing20Difficult20CS1024x683-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20180822T090000
DTEND;TZID=America/Toronto:20180824T163000
DTSTAMP:20260403T164840
CREATED:20180625T184739Z
LAST-MODIFIED:20180625T231115Z
UID:14981-1534928400-1535128200@muniserv.ca
SUMMARY:3-Day Certified Client Service Specialist Designation BootCamp
DESCRIPTION:The Certified Client Service Specialist (CCSS©) program offers participants the tools\, techniques\, and effective customer service skills required in today’s demanding work environment. Whether you work in private\, public\, or not-for-profit organization you will take away up to date information needed to succeed in the work place. Our world class certified facilitators with their engaging delivery style and relevant up to date content have delivered to hundreds of participants globally. \nOur programs are certified and accredited by Canadian Council of Professional Certification (CCPC Global) to ensure quality\, content\, and engaging delivery. \nCompletion of our certification process confers the right to use the title Certified Client Service Specialist and the right to use the initials CCSS© after one’s name. \nThis 3-course program offers the right blend of knowledge and skills to become an expert in all aspects of customer service delivery – everything from professionalism to customer service\, to sales\, handling difficult customers\, and more. Upon completion of the program\, you will be able to build a solid foundation for your career and gain and industry specific credential that is recognized by major organizations. \nAccredited Courses Required \n1-Day Delivering Responsive Customer Service\nThis program is ideal for anyone who deals with customers and wants to provide a more customized or personalized experience for them. This training will provide you with the skills to not only handle a customer’s immediate requests\, but also provide information and recommendations to build the customer’s relationships through providing valuable conversations. \n1- Day Managing Difficult Clients and Situations\nThis program is ideal for anyone who deals with difficult clients in various challenging situations and wishes to remain in control. The program will lay out strategies for turning negative situations into opportunities for building lifelong relationships. \n1-Day Conflict Resolution\nHave you ever been in a conflict that you wished you could have handled better? We have all experienced the stress that comes from having unresolved conflicts with our co-workers. Conflicts that are ignored or resolved badly don’t go away – they cause people to feel resentful and to avoid each other. The effects on an organization are a loss of productivity\, absenteeism and high turnover. \nFor more information\, please click here  \nTo Register\, please click here 
URL:https://muniserv.ca/event/3-day-certified-client-service-specialist-designation-bootcamp
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20-20CCSS20Bootcamp202x-1600x806-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20180822T090000
DTEND;TZID=America/Toronto:20180822T163000
DTSTAMP:20260403T164840
CREATED:20180625T185224Z
LAST-MODIFIED:20180625T230727Z
UID:14984-1534928400-1534955400@muniserv.ca
SUMMARY:Delivering Responsive Customer Service Public Workshop
DESCRIPTION:This course qualifies as one prerequisite towards CCSS© designation \nA great customer service experience is vital to the success of a company\, and delivering that service is what shapes the customer experience. This training program is ideal for anyone who wishes to provide their valued customers with a premium level of service. you will learn how to better understand customer expectations\, profile difficult customer situations\, and deal with customer objections using a proven model for effective complaint resolution. It also goes over how to use assertive techniques and positive language to diffuse difficult situations\, reduce stress\, promote team camaraderie\, and create a positive customer experience resulting in win-win situations. \nThis interactive workshop is informative\, fun\, and provides easily applicable solutions for service excellence that are proven to work in today’s toughest customer service arena – the real world. \nFor more information\, please click here  \nTo Register\, please click here 
URL:https://muniserv.ca/event/delivering-responsive-customer-service-public-workshop
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20-20Delivering20Responsive20Customer20Service1024x683-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20180816T083000
DTEND;TZID=America/Toronto:20180816T160000
DTSTAMP:20260403T164840
CREATED:20180625T182730Z
LAST-MODIFIED:20180625T230218Z
UID:14975-1534408200-1534435200@muniserv.ca
SUMMARY:Complimentary Journey Mapping Workshop
DESCRIPTION:Customer Journey Mapping is a vital\, customer-centric\, methodology that allows you to truly understand the customer experience from the customer POV\, and uncover strategic opportunities to continually enhance their experiences with your organization. \nThis workshop is a hands-on crash course showcasing the step-by-step process needed to take an outside-in approach to mapping the journeys your customers have. \nSession 1 – Morning \n8:30 AM – 12PM \nSession 2 – Afternoon\n12:30PM – 4PM \nFor more information\, please click here  \nTo Register\, please click here 
URL:https://muniserv.ca/event/complimentary-journey-mapping-workshop-2
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20-20Journey20Mapping-1024x683-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20180815T090000
DTEND;TZID=America/Toronto:20180815T160000
DTSTAMP:20260403T164840
CREATED:20180625T181021Z
LAST-MODIFIED:20180626T141307Z
UID:14966-1534323600-1534348800@muniserv.ca
SUMMARY:Humanizing the Coaching Experience Public Workshop
DESCRIPTION:A humanized customer experience begins by understanding your own emotions and the emotions of your direct reports. This means understanding and aligning to the basic human needs for interaction – empathy\, trust\, acknowledgement and relevance. \nThis program is designed to help supervisors and managers become more empathetic\, and involved and active members of their teams in a way that will bring down walls and inspire growth and creativity. \nLeaders will learn to lead by example by understanding the daily work experience of each of their team members as they function in their roles. Through this\, they will strengthen their communication approach to effectively encourage openness and transparency to better identify and acknowledge individual talents and expertise of team members. At the end of this training\, participants will work with their teams to promote cross-functional learning and mentoring to ultimately create a culture of cohesiveness and support. The end goal is to build stronger\, more accountable and highly functional teams. \nUpon completion of this full-day session\, participants will have the skills and confidence to engage in impactful communication by employing the right mix of acknowledgement\, personalization and empathy in every interaction. \nClick here for more information about this program. (https://mycspn.com/blog/course/humanizing-the-coaching-experience/) \nTo Register\, please click here 
URL:https://muniserv.ca/event/humanizing-the-coaching-experience-public-workshop
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20-20Humanizing20the20Coaching20Experience-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20180717T090000
DTEND;TZID=America/Toronto:20180717T163000
DTSTAMP:20260403T164840
CREATED:20180625T184118Z
LAST-MODIFIED:20180625T225452Z
UID:14978-1531818000-1531845000@muniserv.ca
SUMMARY:Impactful Business Writing Public Workshop
DESCRIPTION:This course shows you how to address the needs of your readers and teaches you how to write letters\, emails\, and short reports that are clear\, concise and persuasive. The skills learned will immediately improve your productivity that of your readers. \nIf you want to become more effective and efficient at business writing– writing e-mail messages that answer questions\, solve problems\, get to the point\, and generate action\, along with writing important business proposals and letters – then this workshop is for you. When you use the writing techniques presented in this two-day intensive workshop\, everyone will benefit – you\, your company\, and your customers! \nFor more information\, please click here  \nTo Register\, please click here 
URL:https://muniserv.ca/event/impactful-business-writing-public-workshop
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20-20Impactful20Business20Writing-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20180712T140000
DTEND;TZID=America/Toronto:20180712T150000
DTSTAMP:20260403T164840
CREATED:20180626T140020Z
LAST-MODIFIED:20180626T140020Z
UID:15029-1531404000-1531407600@muniserv.ca
SUMMARY:The Emerging Leader Part 2 – Live Webinar Presented by Corey Atkinson
DESCRIPTION:Join Corey Atkinson for CSPN’s Webinar Series. Register early! \nTopic: The Emerging Leader Part 2 \nCost: FREE \nOverview \nCompanies across every industry are facing complex organizational challenges that require the rapid development of new leaders. Advancing from a technical track to a leadership position requires more than solid management skills. \nMore than ever before\, emerging leaders must quickly learn and deploy core management skills\, develop a broad strategic perspective\, take their leadership skills to the next level\, and expand their professional and personal networks. \nEmerging Leaders also need to take control of their career destiny\, kick start their personal branding and embrace the concepts of self-guidance and continuous improvement. \nTo Register\, please click here 
URL:https://muniserv.ca/event/the-emerging-leader-part-2-live-webinar-presented-by-corey-atkinson
CATEGORIES:Training Sessions,Webinars
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN20Emerging20Leaders20Webinar-01_preview_jpeg.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20180628T130000
DTEND;TZID=America/Toronto:20180628T140000
DTSTAMP:20260403T164840
CREATED:20180615T201818Z
LAST-MODIFIED:20180615T201818Z
UID:14804-1530190800-1530194400@muniserv.ca
SUMMARY:Implementation of an Enterprise-wide Common Street Address Database
DESCRIPTION:BeSpatial June Webinar\nImplementation of an Enterprise-wide Common Street Address Database\nSpeakers: John Bacon\, City of Hamilton & Marc Curtis\, AGSI \nPlease join on us on Thursday\, June 28 from 1pm to 2pm for an online webinar. \nThis is a complimentary webinar. Registration is required.  A link will be sent to registrants before the webinar begins. \nRegister Here
URL:https://muniserv.ca/event/implementation-of-an-enterprise-wide-common-street-address-database
CATEGORIES:Webinars
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END:VEVENT
END:VCALENDAR