In this Issue : A message from President Dana Lloyd 20 Reasons to Use the HR Power Centre and HR Read more →
COACH U (Leadership training)
COACH U 2017
Celebrating Canada’s 150th with 150 new ideas
May 9 & 10 Sandman Toronto Airport Hotel, Toronto, ON
Many topics around leadership seem fairly straight forward and common sense. What is leadership? How do you lead? Leadership styles. But as a young and promising individual…What do I need to do to prepare myself to lead? What do I have to work on? What do I have to do, and become? And finally, how will I know when I have arrived and I am ready to lead?
Kerry Paul “What your CSRs aren’t telling you”
A interactive look (and group discussions) about anonymous internet posts from front line CSR’s in the Call Center business. We will look at stories that show what staff think and feel about their supervisors, performance reviews, metrics and company policies as well as interesting stories about the various kinds of calls they handle.
Paul Binion: Employees: Our Most Valuable Asset
The challenge – understanding the value of employees
Key to success – ask the people
- Changes made to improve morale – listen to the people
- Measure results – ask the people again
- Suggestions for similar implementation
- Floor open for questions and feedback
John Whitehead “The Real Purpose Of Listening”
Unless you live by yourself deep in the forest for the rest of your life, you are going to need to interact with others. If you want meaningful, trusting, open, and enjoyable relationships, then you need to master this very easy yet surprisingly missing aspect of listening. Spouse, children, siblings, friends, co-workers…it does not matter. Let me share with you what you need to do…before you can be an effective listener.
Barbara Bradbury: Awkward Client Conversations
Are you uncomfortable handling customer complaints?
Do you struggle to find the right words to satisfy upset callers or clients?
Join Barbara Bradbury as she shares 7 tips that will help you to handle challenging client conversations like a pro! Take home the tools needed to turn the most frustrating situations into opportunities to build better relationships with your customers.
And for those times when we really mess up, learn to deliver bad news in a manner that will preserve the client’s faith in our ability to care for their customers.
Barbara Bradbury: Uncomfortable Employee Conversations
Are you reluctant to approach the office crier?
Does the thought of discussing personal hygiene make you break into a sweat?
Barbara Bradbury takes us from the basics of giving feedback through some of the more challenging aspects of employee conversations; sharing tips that will help you deal with the unexpected and present a more confident, professional image.
Delegates will have an opportunity to share the situations they dread most and together we’ll discover the best way to handle it!
Mark DiFancisco: The Opportunity invulnerability
Panel: Remote Agents – Engaging, Motivating, Training, Team Building and Communicating with them
Jen Ferby: Making Your Leadership Team a TEAM
Leisa McDonald: Tips to Attract, Keep and Motivate Your Employees
Attracting and keeping young, skilled employees is important and often difficult for today’s businesses. Following the tips below will help increase the satisfaction of your employees with their job, and as a result lower recruiting costs and make your company more productive.
Businesses can improve their ability to attract, retain and improve productivity by applying the following five-step PRIDE process:
P – Provide a Positive Working Environment R – Recognize, Reward and Reinforce the Right Behavior I – Involve and Engage D – Develop Skills and Potential E – Evaluate and Measure
Nadine Sans-Cartier: “All You Need is Love”
It’s important to care about people in the office
Join Nadine for this interactive session where you will learn:
- The 4 types of learning styles
- How to discover your style
- Interactive group exercise to analyze coaching situations with an emphasis on each style
- Tips to help coach
The Huddle, Tips for Productive Meetings, Round Table Networking Blast
2 Day Registration: Includes Breakfast and Lunch both days and Dinner May 9th
Non- Members: $649.00
SANDMAN SIGNATURE TORONTO AIRPORT HOTEL
55 Reading Court | Toronto ON | M9W 7K7
Reservations: Call 800-726-3626 or email email@example.com CODE: 538540
CAM-X Rate: 139.00 single/double
* Complimentary Shuttle Service to and from the airport
* Complimentary parking during the day, however a 12.00 parking charge per vehicle per night
COACH U Leadership Training Opening Reception, Fairmont Chateau Laurier, Ottawa, ON September 2014