MuniSERV

Leadership Development & Coaching Skills Workshops
2019-01-14 09:00 - 17:00 (America/Toronto)
Toronto – January 14, 2019
Building Leadership Strengths
The Extraordinary Leader (1 Day Workshop)

In today’s rapidly changing, highly competitive environment, the organizations that excel in their respective markets will be those whose people are most competent, passionate, and focused on delivering results.
The Extraordinary Leader Workshop presents a proven framework for helping individuals make a profound difference in their organization’s results, and in their own performance and development.
This is a one-day, interactive, leadership learning, assessing, and planning experience led by Jim Clemmer in:
Toronto –January 14, 2019 – hosted at Centre for Health & Safety Innovation, Mississauga [Directions] [Hotel Suggestions]
See also The Extraordinary Coach (1 Day Workshop) This workshop follows the Extraordinary Leader Workshop. Save when you register for both workshops!
Toronto – January 15, 2019 – hosted at Centre for Health & Safety Innovation, Mississauga [Directions] [Hotel Suggestions]
Register Now! (don’t forget to use your muniSERV discount codes!)
Discount Code: MUNIS1 for 1 day ($150) or MUNIS2 for 2 day ($250)

Check out these other complimentary resources!

Humorous 90 second video Escape the speed trap – Lead smarter, not faster
Recent webinars on Groundbreaking New Approaches to Leadership and Coaching Development and,
Leadershift: Transforming Good Managers into Great Leaders
Variety of articles, videos and whitepaper resources on Strengths-Based Leadership

Complimentary Webinar – Employee Engagement Part 2
2019-01-10 14:00 - 15:00
CSPN is pleased to provide this complimentary webinar on: January 10 2019, at 2:00PM – 3:00PM
CSPN helps individuals and organizations achieve their business goals and set new standards through professional development, customized solutions and a powerful, expert network.
Our highly engaging and industry recognized customer service and leadership and designation training programs help individuals and organizations drive customer and employee engagement levels leading to personal achievement and business success.
Offering public workshops and customized on-site solutions, our team of customer service experts and dynamic facilitators work with you to identify your needs, address your challenges and guide you to out-shine your competition by delivering consistent world class customer service.
CSPN offers public workshops, call centre assessments and customized solutions throughout Canada, Southern Ontario, and in the GTA including Toronto, Mississauga and York Region. CSPN is a government approved Canada-Ontario Job Grant training provider.
For more information and/or to register, please click here

Welcome DIY Designers - Learn to Use Canva for Your Marketing
2018-12-07 11:30 - 13:00
Do you need to learn how to effectively create branded posts or marketing materials for your organization?
Welcome DIY Designers: Use Canva to Stand Out!

In this interactive mini workshop, we will:
• Walk you through the steps to creating a social media post
• Explore how to incorporate your branding into your posts
• Go over some of the Do’s and Don’ts in social media posts
• Share with you a few cool tips and best practices for keeping your brand consistent
• Get you started making your social media posts, before you leave this session!
Register today to reserve your seat! $75 + HST
Friday, December 7, 2018
Time: 11:30 a.m. – 1:00 p.m.
Location: OfficeInc! – 54 Cedar Pointe Drive,
Unit 1207, Barrie
Tickets: cheetahfusion.com/events

Free Webinar - Leading the Ins and Outs of Cognitive Diversity
2018-12-06 13:00 - 14:00
Leading the Ins and Outs of Cognitive Diversity
Dec 6, 2018 @ 1:00 p.m.
I will help you explore how to build better teams and a positive workplace culture. Based on the principles of Emergenetics, you will learn to improve communication, connection, and performance through an enlightening process of self-awareness and discovery. Learn how the real magic happens when teams can be built synergistically, and team members can collaborate more effectively by “borrowing another person’s brain.”
This webinar address will include: •Reflective activities to connect concepts to personal cognitive strengths and team members cognitive strengths •Scientific background on how we work and establish neuro-pathways •Story-telling and activities to illustrate concepts.
Please REGISTER HERE for this exclusive free opportunity!
I sincerely hope you will take full advantage of this invitation and informative experience!
with thanks, Gail
Gail Green
Office: (905) 636.0797
Mobile: (416) 659.3623
Gail.Green@EmergeneticsOntario.com
EmergeneticsOntario.com

Free Webinar - Strategic Advisor Reveals... The ONLY 3 Ways to Grow Your Business
2018-11-22 11:00 - 12:00
Reserve Your Seat Now, for this webinar training that will change the way you approach building your business…”
Thursday November 22, 2018 @ 11 a.m. Eastern Standard Time (Toronto)

What You’ll Learn on the Live Webinar:

Exactly how to grow any business in any industry in any economy with little effort, time or expenses.
A cost effective strategy to virtually eliminate your marketing spend.
The most powerful underutilized strategy to scale your business in a very short time.
Plus, free bonus: register today and you’ll get instant access to “The Serious Business Owner’s Guide to Profitable Joint Ventures”.

Claim your spot on the Free Webinar Now!

Build Your Business Road-Map Workshop
2018-11-20 09:30 - 12:30
Are you an entrepreneur with great ideas and huge potential, yet struggling to bring those ideas to fruition?
I’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!
In this interactive workshop, we will:
– explore the theory behind radiant thinking
– identify the areas you wish to focus on in your business
– use mind-mapping to develop your business road-map
– create an action plan and set specific goals with a date to achieve them!
Register at: http://cheetahfusion.com/events/

Location: 54 Cedar Pointe Drive, Unit 1207, Barrie, ON

Date: Tuesday, November 20, 2018

Time: 9:30am until 12:30pm

November 1st your investment is – $125+HST
Includes: refreshments, light breakfast and workshop materials.
Parking: free parking

Service That Sells Public Workshop
2018-11-16 09:00 - 16:30
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.
No 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.
This 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.
For more information, please click here
To Register, please click here

Emotional Intelligence 101
2018-11-14 09:00 - 12:00
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.
Studies 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)
Is 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.
What are the 5 Dimensions of Emotional Intelligence?

Self-Awareness – The ability to recognize and understand your moods, emotions and drives, as well as their effect on others.

Self-Regulation – The ability to control or redirect disruptive impulses and moods and the propensity to suspend judgement and think before acting.

Motivation – 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.

Social Awareness – The ability to understand the emotional makeup of other people and how your words and actions affect others.

Social Regulation – The ability to influence the emotional clarity of others through a proficiency in managing relationships and building networks.

As a result of attending this workshop, participants will:

Receive a personalized Emotional Quotient Report.

Learn about each of the 5 Dimension of Emotional Intelligence.

Learn about the natural progression in developing EQ.

Understand the role of emotional intelligence and why is such a critical component to success.

Receive some actionable tools and resources to begin their own EQ improvement journey.

Location: Next Gen Hub Business Suites
25A Hunter Valley Rd., Orillia, ON L3V 0Y7
Super Early Bird & Early Bird Deadlines available!
To Register: Visit www.prismgroup.ca
See the full Workplace Success Series Workshops

Conflict Resolution Public Workshop
2018-11-09 09:00 - 16:30
This course qualifies as one prerequisite towards CCSS© designation
Have 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.
Conflict 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.
It 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.
For more information, please click here
To Register, please click here

Managing Difficult Clients & Situations Public Workshop
2018-11-08 09:00 - 16:30, 2018-08-23 09:00 - 16:30
This course qualifies as one prerequisite towards CCSS© designation
Does 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.
This 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.
For more information, please click here
To Register, please click here

3-Day Certified Client Service Specialist Designation BootCamp
2018-11-07 09:00 - 2018-11-09 16:30
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.
Our programs are certified and accredited by Canadian Council of Professional Certification (CCPC Global) to ensure quality, content, and engaging delivery.
Completion 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.
This 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.
Accredited Courses Required
1-Day Delivering Responsive Customer Service
This 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.
1-Day Managing Difficult Clients and Situations
This 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.
1-Day Conflict Resolution
Have 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.
For more information, please click here
To Register, please click here

Delivering Responsive Customer Service Public Workshop
2018-11-07 09:00 - 16:30, 2018-08-22 09:00 - 16:30
This course qualifies as one prerequisite towards CCSS© designation
A 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.
This 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.
For more information, please click here
To Register, please click here

Workplace Motivators 101
2018-11-07 09:00 - 12:00
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?
This workshop will answer these questions and more. We will explore the six higher level categories of motivators.
The 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.
In this workshop, participants will:

Receive a personalized Workplace Motivators report which will reveal their workplace motivators hierarchy.

Come to understand why it is so important to know this information about oneself for personal and professional fulfillment.

Learn about each of the 6 high level motivators categories.

Know the degree of passion or indifference they have to each of the 6 motivator categories.

Learn how differences in Workplace Motivators between people can cause conflict; and, how similarities in Workplace Motivators can lead to improved rapport.

Location: Next Gen Hub Business Suites
25A Hunter Valley Rd., Orillia, ON L3V 0Y7
Super Early Bird & Early Bird Deadlines available!
To Register: Visit www.prismgroup.ca
See the full Workplace Success Series Workshops

Sales Relations 101
2018-10-30 09:00 - 12:00
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:
“People buy from people they like and people like people like themselves!”
People 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.
In this introductory session, participants will:

Receive a personalized Sales Behavioural Profile Report to help them understand their own style.

Learn how others perceive their behaviour and why it might contribute or detract from establishing rapport and buy in.

Be more confident in identifying their prospects’/customers’ behavioural styles..

Lean what they should do to adapt their behavioural style for improved buy-in and rapport.

Have the tools they need to be more aware and confident in their sales interactions.

** Bonus learning: Participants will come to understand why opposites don’t attract!
Location: Next Gen Hub Business Suites
25A Hunter Valley Rd., Orillia, ON L3V 0Y7
Super Early Bird & Early Bird Deadlines available!
To Register: Visit www.prismgroup.ca
See the full Workplace Success Series Workshops

Customer Service 101
2018-10-24 09:00 - 12:00
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.
Research 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.
In this session, participants will:

Receive their own personalized Customer Service Report which quantifies information on how they see their own behaviour in the workplace.

Learn how others perceive their behaviour. This knowledge will assist participants in formulating strategies in more effectively meeting customer needs.

Be more qualified to identify various customer behavioural styles whether they are serving them in person or by phone.

Lean how to adapt their customer relations behavioural style to improve the customer experience.

Be more confident in their customer relationship skills.

Location: Next Gen Hub Business Suites
25A Hunter Valley Rd., Orillia, ON L3V 0Y7
Super Early Bird & Early Bird Deadlines available!
To Register: Visit www.prismgroup.ca
See the full Workplace Success Series Workshops

2nd Annual Women in Leadership Awards Gala
2018-10-17 16:30 - 21:30
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.
This 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.
After 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.
Note: 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.
We look forward to you joining us!
For more information, please click here (https://mycspn.com/women-in-leadership/)
To Register, please click here (https://mycspn.com/women-in-leadership/#Register)

Leadership Excellence
2018-10-16 09:30 - 17:00
Build strong relationships within your organization and your teams!
An 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.
In this interactive workshop, you will have opportunities to discuss ideas, exchange best practices, reflect and create an action plan.
Join us on Tuesday, October 16, 2018
Suite Success @ESS Direct
411 Huronia Road, Unit 5
Barrie, ON L4N 9B3
Learn More and Register

In this full day, interactive workshop, we will explore:

the key elements to enhance communication and learn what your key strengths are through your DISC profile with Dr. Doug Jernigan!
how to use a coach-like approach with your team to empower them and support decision-making
the Situational Leadership Model Kouzes & Posner: 5 Leadership Principles
how to increase productivity and accountability!

2-Day Contact Centre Operations & Management Public Workshop
2018-10-11 09:00 - 2018-10-12 16:30
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).
This 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.
This 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.
For more information, please click here
To Register, please click here

Influencing Others Without Authority Public Workshop
2018-10-05 09:00 - 16:30
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.
Based 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.
For more information, please click here
To Register, please click here

Design Thinking Public Workshop
2018-10-02 09:00 - 16:30
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.
Design 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.
During 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.
As 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!
For more information, please click here
To Register, please click here

1-Day Coaching for Performance Public Workshop
2018-09-27 09:00 - 16:30
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.
For more information, please click here
To Register, please click here

2-Day Strategic Change Management for CX Public Workshop
2018-09-19 09:00 - 2018-09-20 16:30
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.
To 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.
In 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.
This workshop provides opportunities for you to solve the behavioural change challenges that organizations encounter when faced by a need for change.
For more information, please click here (https://mycspn.com/blog/course/strategic-change-management-for-cx-success/)
To Register, please click here (https://mycspn.com/blog/events/strategic-change-management-for-cx-success-public-workshop/)

Ontario Municipal Human Resources Association (OMHRA) Conference
2018-09-19 08:00 - 2018-09-21 17:00
OMHRA Fall Conference 2018
Nottawasaga Inn Resort & Conference Center
Alliston, ON
September 19 – 21, 2018
Planning is underway! Stay tuned for the event agenda!
As always, we strive to provide informative, dynamic and practical education and networking opportunities for our members, sponsors and partners.
Early Bird Draw: Register before July 31st to enter to win a bed & breakfast stay at Nottawasaga Inn Resort!
REGISTER NOW!

Municipal Finance Officers' Association (MFOA) Conference
2018-09-19 - 2018-09-21
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”.
Register by July 31 to receive your Early Bird Member Discount
DELEGATES: Click to register or for more information
EXHIBITORS: Click to register or for more information
Click here to view the Pre-Conference Brochure

Effective Facilitation Public Workshop
2018-09-17 09:00 - 16:30
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.
During 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.
Through a mix of theory and practice, participants will learn how to:

Create a positive climate that engages and involves your learners
Deal with the unexpected – unanticipated problems and challenging participant situations
Evaluate the results of your training; learner feedback is valuable in more ways than one.

This 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.
Please note that this workshop is a 1-Day condensed version.
For more information, please click here
To Register, please click here

2-Day Team Leading with Excellence Public Workshop
2018-09-12 09:00 - 2018-09-13 16:30
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.
This 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.
Too 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.
This 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.
For more information, please click here
To Register, please click here

World Class Customer Experience – Live Webinar Presented by Corey Atkinson
2018-09-06 14:00 - 15:00
Join Corey Atkinson for CSPN’s Webinar Series. Register early!
Topic: World Class Customer Experience
Cost: FREE
Overview:
Now, 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?
This 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.
To Register, please click here

3-Day Certified Client Service Specialist Designation BootCamp
2018-08-22 09:00 - 2018-08-24 16:30
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.
Our programs are certified and accredited by Canadian Council of Professional Certification (CCPC Global) to ensure quality, content, and engaging delivery.
Completion 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.
This 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.
Accredited Courses Required
1-Day Delivering Responsive Customer Service
This 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.
1- Day Managing Difficult Clients and Situations
This 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.
1-Day Conflict Resolution
Have 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.
For more information, please click here
To Register, please click here
