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DTSTART;TZID=America/Toronto:20190226T090000
DTEND;TZID=America/Toronto:20190226T163000
DTSTAMP:20260403T194306
CREATED:20181128T003310Z
LAST-MODIFIED:20181128T003310Z
UID:17009-1551171600-1551198600@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. \nJoin us February 26\, 2019! \nFor more information\, please click here \nTo Register\, please click here
URL:https://muniserv.ca/event/delivering-responsive-customer-service-public-workshop-3
CATEGORIES:Training Sessions
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20190201T093000
DTEND;TZID=America/Toronto:20190201T123000
DTSTAMP:20260403T194306
CREATED:20181122T003630Z
LAST-MODIFIED:20181122T003701Z
UID:16945-1549013400-1549024200@muniserv.ca
SUMMARY:Build Your Business Road-Map Workshop
DESCRIPTION:Build Your Business Road-Map Workshop \nAre 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 \nDate: Friday\, February 1st\, 2019 \nTime: 9:30am until 12:30pm \nEarly Bird Rate until December 31st\, 2018 – $90+HST\nRegular Price as of January 1st\, 2019 is – $125+HST \n**$10 per seat sold goes to Season’s Center for Grieving Children!! \nIncludes: refreshments\, light breakfast and workshop materials.\nParking: free parking
URL:https://muniserv.ca/event/build-your-business-road-map-workshop-2
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:20190131T093000
DTEND;TZID=America/Toronto:20190201T160000
DTSTAMP:20260403T194306
CREATED:20181128T001906Z
LAST-MODIFIED:20190114T132848Z
UID:17002-1548927000-1549036800@muniserv.ca
SUMMARY:2-Day Leading with Excellence Course
DESCRIPTION:In today’s dynamic workforce\, there are a lot of demands on leaders and management teams. Their responsibilities include 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. \nJoin us on January 31st\, 2019! \nFor more information\, please click here (https://mycspn.com/blog/course/leading-with-excellence/) \nTo Register\, please click here
URL:https://muniserv.ca/event/2-day-leading-with-excellence-course
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN-Leading-With-Excellence-Workshop.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20190130T130000
DTEND;TZID=America/Toronto:20190130T140000
DTSTAMP:20260403T194306
CREATED:20190123T170117Z
LAST-MODIFIED:20190123T170117Z
UID:17705-1548853200-1548856800@muniserv.ca
SUMMARY:Free Webinar - Leading the Ins & Outs of Cognitive Diversity
DESCRIPTION:It’s almost here! Please take advantage of this special invitation to register for our Free Webinar!  \nLeading the Ins and Outs of Cognitive Diversity \nJan 30\, 2019 @ 1 p.m. EST\, 2 p.m. AST\, 2:30 p.m. NST  \nPlease REGISTER HERE for this exclusive free opportunity! \nOur on-line experience 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.”  \nThis 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.  \nI sincerely hope you will take full advantage of this invitation and informative experience!  \nwith thanks\,  \nGail
URL:https://muniserv.ca/event/free-webinar-leading-the-ins-outs-of-cognitive-diversity
CATEGORIES:Webinars
ATTACH;FMTTYPE=image/png:https://muniserv.ca/wp-content/uploads/Emergenetics-logo.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20190125T090000
DTEND;TZID=America/Toronto:20190125T163000
DTSTAMP:20260403T194306
CREATED:20181227T203817Z
LAST-MODIFIED:20181227T212204Z
UID:17290-1548406800-1548433800@muniserv.ca
SUMMARY:*NEW* Critical Conversations Course
DESCRIPTION:*New*  Critical Conversations Course \nMeaningful conversations aren’t always easy\, but they are a critical part of leadership. Deliver constructive feedback with clarity and deal with high emotions in the workplace. \nAs a manager\, sometimes you need to have conversations that you’d rather not. Dealing with performance issues or habitual patterns like chronic lateness can be tough and may stir up emotions\, but these conversations are critical in the workplace and need to be handled in the right way. This practical course will give you the confidence to recognize\, plan and manage these conversations\, as well as the opportunity to practice using constructive feedback techniques to achieve more positive outcomes. \nThis course is ideal for anyone who wishes to understand and enhance their skills for communicating effectively during important – critical – conversations\, whether with colleagues\, clients/customers or persons with whom they have a personal relationship. \nFor more information\, please click here \nTo Register\, please click here \n  \n\n\n\n\n 
URL:https://muniserv.ca/event/new-critical-conversations-course
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/png:https://muniserv.ca/wp-content/uploads/CSPN-Critical-Conversations.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20190116T130000
DTEND;TZID=America/Toronto:20190116T140000
DTSTAMP:20260403T194306
CREATED:20181130T201347Z
LAST-MODIFIED:20181130T201347Z
UID:17024-1547643600-1547647200@muniserv.ca
SUMMARY:Free Webinar - Finding the Right Hire.  How and When to use Psychometrics in the Hiring Process
DESCRIPTION:More and more municipalities are recognizing the importance of developing pre-employment strategies as part of their recruitment and selection process\, in order to recruit the right people and build the right teams. \nYou know making the wrong hire can be a very expensive and time consuming mistake. Not only does it result in additional costs but it can be multiplied by lost opportunities\, duplicating training/on-boarding efforts of other team members\, potential legal issues and much more. \nIn this interactive workshop webinar\, you will build the skills and knowledge to develop the ideal candidate attitudes and motivators for a position\, construct the perfect candidate profile\, attract the correct individuals and make the right fit for your culture. \nJoin us on Wednesday\, January 16th at 1:00 p.m. Eastern for this complimentary webinar \nPlease REGISTER HERE for this  exclusive free opportunity! \nProudly sponsored by muniJOBS.ca (a div of muniSERV.ca)\, and delivered by Gail Green\, President\, Emergenetics International – Canada/ Ontario.
URL:https://muniserv.ca/event/free-webinar-finding-the-right-hire-how-and-when-to-use-psychometrics-in-the-hiring-process
CATEGORIES:Webinars
ATTACH;FMTTYPE=image/png:https://muniserv.ca/wp-content/uploads/Emergenetics-Newsletter-banner.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20190115T120000
DTEND;TZID=America/Toronto:20190115T130000
DTSTAMP:20260403T194306
CREATED:20181126T140217Z
LAST-MODIFIED:20190108T122134Z
UID:16975-1547553600-1547557200@muniserv.ca
SUMMARY:Free Webinar: Learn to Zoom
DESCRIPTION:Are you looking for another option to meet with your clients\, colleagues or team members? If so\, this webinar is for you!  \nWe will walk through the basic workings of Zoom and you’ll have an opportunity to play with some of the great features. You will also learn how you can use Zoom to host very effective meetings without having to leave your office! \nWhen: Jan 15\, 2019 12:00 PM Eastern Time (US and Canada)  \nHow to Join: Please register here.   \nAfter registering\, you will receive a confirmation email containing information about joining the meeting. \nCheetah Fusion Creative Agency\nstrategy • branding • marketing • social media • coaching • web \n54 Cedar Pointe Drive\, Unit 1207\, Barrie ON  L4N 5R7 \n705•302•3386 | www.cheetahfusion.com | Facebook | LinkedIn \n 
URL:https://muniserv.ca/event/free-webinar-learn-to-zoom
CATEGORIES:Webinars
ATTACH;FMTTYPE=image/png:https://muniserv.ca/wp-content/uploads/CheetahFusion_Logo_FV.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20190115T090000
DTEND;TZID=America/Toronto:20190115T170000
DTSTAMP:20260403T194306
CREATED:20181022T193255Z
LAST-MODIFIED:20181022T193255Z
UID:16499-1547542800-1547571600@muniserv.ca
SUMMARY:The Extraordinary Coach Workshop
DESCRIPTION:The Extraordinary Coach (1 Day Workshop)\nToronto – January 15\, 2019\nIn The Extraordinary Coach Workshop\, you will develop the essential coaching skills that are required to be a great leader. In addition\, you will learn what extraordinary coaches do well and how you can maximize your leadership impact and inspire others to perform at their peak.  \nLeaders who coach and develop others have a huge impact on bottom-line results. In The Extraordinary Coach Workshop\, you will develop the essential coaching skills that are required to be a great leader. In addition\, you will learn what extraordinary coaches do well and how you can maximize your leadership impact and inspire others to perform at their peak.  \nThis is a one-day\, interactive\, leadership learning\, assessing\, and planning experience led by Jim Clemmer in: \nToronto –January 15\, 2019 – hosted at Centre for Health & Safety Innovation\, Mississauga [Directions] [Hotel Suggestions]\n\nThis workshop follows The Extraordinary Leader (January 14\, 2019) at this location\n\n\n \n\nRegister Now!  (don’t forget to use your muniSERV discount codes!) \nDiscount Code: MUNIS1 for 1 day ($150)
URL:https://muniserv.ca/event/the-extraordinary-coach-workshop
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/muniserv-Jan2019-600x325.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20190114T090000
DTEND;TZID=America/Toronto:20190114T170000
DTSTAMP:20260403T194306
CREATED:20181022T192723Z
LAST-MODIFIED:20181024T134441Z
UID:16503-1547456400-1547485200@muniserv.ca
SUMMARY:Leadership Development & Coaching Skills Workshops
DESCRIPTION:Toronto – January 14\, 2019 \nBuilding Leadership Strengths \nThe Extraordinary Leader (1 Day Workshop)\n \nIn 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.  \nThe 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.  \nThis is a one-day\, interactive\, leadership learning\, assessing\, and planning experience led by Jim Clemmer in: \nToronto –January 14\, 2019 – hosted at Centre for Health & Safety Innovation\, Mississauga [Directions] [Hotel Suggestions]\nSee also The Extraordinary Coach (1 Day Workshop)  This workshop follows the Extraordinary Leader Workshop. Save when you register for both workshops!\nToronto – January 15\, 2019 – hosted at Centre for Health & Safety Innovation\, Mississauga [Directions] [Hotel Suggestions]\nRegister Now!  (don’t forget to use your muniSERV discount codes!)  \nDiscount Code: MUNIS1 for 1 day ($150) or MUNIS2 for 2 day ($250) \n  \nCheck out these other complimentary resources! \n\nHumorous 90 second video Escape the speed trap – Lead smarter\, not faster\nRecent webinars on Groundbreaking New Approaches to Leadership and Coaching Development and\,\nLeadershift: Transforming Good Managers into Great Leaders\nVariety of articles\, videos and whitepaper resources on Strengths-Based Leadership\n\n 
URL:https://muniserv.ca/event/leadership-development-coaching-skills-workshops
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/muniserv-Jan2019-600x325.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20190110T140000
DTEND;TZID=America/Toronto:20190110T150000
DTSTAMP:20260403T194306
CREATED:20181128T000857Z
LAST-MODIFIED:20181128T000857Z
UID:16998-1547128800-1547132400@muniserv.ca
SUMMARY:Complimentary Webinar – Employee Engagement Part 2
DESCRIPTION:CSPN is pleased to provide this complimentary webinar on:  January 10 2019\, at 2:00PM – 3:00PM \nCSPN helps individuals and organizations achieve their business goals and set new standards through professional development\, customized solutions and a powerful\, expert network. \nOur 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. \nOffering 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. \nCSPN 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. \nFor more information and/or to register\, please click here
URL:https://muniserv.ca/event/complimentary-webinar-employee-engagement-part-2
CATEGORIES:Training Sessions
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/CSPN-Employee-Engagement-Part-2-Webinar.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181207T113000
DTEND;TZID=America/Toronto:20181207T130000
DTSTAMP:20260403T194306
CREATED:20181123T003006Z
LAST-MODIFIED:20181123T003006Z
UID:16951-1544182200-1544187600@muniserv.ca
SUMMARY:Welcome DIY Designers - Learn to Use Canva for Your Marketing
DESCRIPTION:Do you need to learn how to effectively create branded posts or marketing materials for your organization?  \nWelcome DIY Designers: Use Canva to Stand Out! \n\nIn this interactive mini workshop\, we will:\n• Walk you through the steps to creating a social media post\n• Explore how to incorporate your branding into your posts\n• Go over some of the Do’s and Don’ts in social media posts\n• Share with you a few cool tips and best practices for keeping your brand consistent\n• Get you started making your social media posts\, before you leave this session! \nRegister today to reserve your seat! $75 + HST \nFriday\, December 7\, 2018\nTime: 11:30 a.m. – 1:00 p.m.\nLocation: OfficeInc! – 54 Cedar Pointe Drive\,\nUnit 1207\, Barrie\nTickets: cheetahfusion.com/events
URL:https://muniserv.ca/event/welcome-diy-designers-learn-to-use-canva-for-your-marketing
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:20181206T130000
DTEND;TZID=America/Toronto:20181206T140000
DTSTAMP:20260403T194306
CREATED:20181112T131130Z
LAST-MODIFIED:20181112T135645Z
UID:16812-1544101200-1544104800@muniserv.ca
SUMMARY:Free Webinar - Leading the Ins and Outs of Cognitive Diversity
DESCRIPTION:Leading the Ins and Outs of Cognitive Diversity \nDec 6\, 2018 @ 1:00 p.m. \nI 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.” \nThis 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. \nPlease REGISTER HERE for this  exclusive free opportunity! \nI sincerely hope you will take full advantage of this invitation and informative experience!  \nwith thanks\, Gail \n  Gail Green \n  Office: (905) 636.0797 \n  Mobile: (416) 659.3623\n  Gail.Green@EmergeneticsOntario.com \n  EmergeneticsOntario.com
URL:https://muniserv.ca/event/free-webinar-leading-the-ins-and-outs-of-cognitive-diversity
CATEGORIES:Webinars
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181122T110000
DTEND;TZID=America/Toronto:20181122T120000
DTSTAMP:20260403T194306
CREATED:20181114T000151Z
LAST-MODIFIED:20181114T000151Z
UID:16841-1542884400-1542888000@muniserv.ca
SUMMARY:Free Webinar - Strategic Advisor Reveals... The ONLY 3 Ways to Grow Your Business
DESCRIPTION:Reserve Your Seat Now\, for this webinar training that will change the way you approach building your business…” \nThursday November 22\, 2018 @ 11 a.m. Eastern Standard Time (Toronto) \n\nWhat You’ll Learn on the Live Webinar:\n\n\n\nExactly how  to grow any business in any industry in any economy with little effort\, time or expenses.\nA cost effective strategy to virtually eliminate your marketing spend. \nThe most powerful underutilized strategy to scale your business in a very short time.\nPlus\, free bonus: register today and you’ll get instant access to “The Serious Business Owner’s Guide to Profitable Joint Ventures”.\n\n\nClaim your spot on the Free Webinar Now!
URL:https://muniserv.ca/event/free-webinar-strategic-advisor-reveals-the-only-3-ways-to-grow-your-business
CATEGORIES:Webinars
ATTACH;FMTTYPE=image/png:https://muniserv.ca/wp-content/uploads/tyrone-headshot.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181120T093000
DTEND;TZID=America/Toronto:20181120T123000
DTSTAMP:20260403T194306
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:20260403T194306
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:20260403T194306
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
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Toronto:20181109T090000
DTEND;TZID=America/Toronto:20181109T163000
DTSTAMP:20260403T194306
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:20260403T194306
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:20260403T194306
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:20260403T194306
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:20260403T194306
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:20260403T194306
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:20260403T194306
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:20260403T194306
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:20260403T194306
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:20260403T194306
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:20260403T194306
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:20260403T194306
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:20260403T194306
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:20260403T194306
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
ATTACH;FMTTYPE=image/jpeg:https://muniserv.ca/wp-content/uploads/Change-Management-002.jpg
END:VEVENT
END:VCALENDAR