Tag Archives: Chief Administrative Officer

Effective Facilitation Public Workshop

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

Share

Design Thinking Public Workshop

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 

 

 

Share

How Your Online Presence Could Be Hurting Your Job Search

You don’t get a second chance to make a first impression. And, in this day and age, it is very often your online presence that will make that first impression for you. If you’re currently in the market for a new job, it is very likely that potential employers are checking you out online before even considering you for an interview. The strength, or weaknesses, of your online presence, can make or break you. Don’t let them keep you from getting the job that you want!

job search

Even though you are applying for a professional position, your personal social media will still be under scrutiny. Now might be a good time to review the persona that you are presenting, as well as your privacy settings. Even the tightest profiles can be subject to security glitches, so you need to assume that everyone can see EVERYTHING that you post, like, share or comment. We have all heard stories about people losing their job over an inappropriate tweet or an off-colour Facebook photo, not to mention scathing posts about a former employer. Don’t sabotage yourself before you even get started.

 

When tending to your professional online presence, consistency is key. Make sure your name is the same on all your profiles, including your Candidate profile on muniJOBS, by avoiding nicknames, etc. It will make it easier for employers to search you out. Make sure you are sending the same message on each of your profiles. If your muniSERV profile presents you as a well-qualified consultant, your LinkedIn profile should do the same. Ensure that all profiles are fully up-to-date with any new skills, training courses, or achievements. This might also be the time to call in some help from a pro. A dynamic biography with a summary of your strengths and experience can go a long way, especially when written from an outsider’s point of view. Consider it an extension of your CV or cover letter and outsource it to a professional for best results.

 

Some experts predict that online presence will make the resume obsolete in the next 5-10 years. In an already competitive market, this will only lead to an even larger talent pool being available with full information readily available. This is even more reason to make sure that your personal and professional profiles are in line with the image that you want to project. Increase your chances of being found by municipal decision-makers with a CAO or Consultant profile on muniSERV and/or with a Candidate’s profile on muniJOBS. Contact us for more information and get started today.

Share

2-Day Strategic Change Management for CX Public Workshop

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/)

Share

World Class Customer Experience – Live Webinar Presented by Corey Atkinson

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 

Share

The Emerging Leader Part 2 – Live Webinar Presented by Corey Atkinson

Join Corey Atkinson for CSPN’s Webinar Series. Register early!

Topic: The Emerging Leader Part 2

Cost: FREE

Overview

Companies 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.

More 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.

Emerging 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.

To Register, please click here 

Share

Managing Difficult Clients & Situations Public Workshop

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 

Share

Delivering Responsive Customer Service Public Workshop

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 

Share

3-Day Certified Client Service Specialist Designation BootCamp

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

 

Share