Leadership & Management

In this training, participants are equipped with how to provide customers with a richer and more personalized experience, including providing expertise on how to better communicate with customers, understand their biases and personality types, verbal and non-verbal communication, and how to engage certain neurotransmitters to create positive moments. 

This training is for a customer service team with a mix of experienced and newer team members and is also suitable for cross-functional teams that need to work in collaboration to drive value for their company. 

Participant Outcomes:

• Develop immediate tools to apply in customer service
• Understand how effective communication leads to positive outcomes
• Learn how neuropsychology can support the understanding of a situation and help with effective communication
• Develop skills to communicate with any personality type
• Explore how to navigate biases that come with customer and public engagements
• Discover advanced methods to effectively communicate through email and phone

Delivery
In-person or virtually

Duration
One-day session or multi-day sessions

Consists of four topics that introduce the four core conversation skills and provides structure for practicing these skills. Skills covered include:

• Listening to understand
• Asking powerful questions
• Challenging and supporting with feedback
• Establishing next steps and accountability

Participant Outcomes:

• Develop awareness of and opportunity to practice deeper conversation skills
• Learn to apply these skills in just-in-time application assignments 
• Share and learn from application experiences with others 
• Learn to use frameworks that increase the quality of communication and enhance collaboration and understanding in the workplace

Delivery
In-person or virtually

Duration
4 to 8 hours

Leadership does not just happen; it is intentionally created and sustained. This course helps leaders explore the three crucial outcomes of effective leadership and learn how to implement them in the ongoing performance of their work.

Participant Outcomes:

• Understand what collaborative leadership means and when its most effective
• Assess the presence or absence of effective leadership outcomes on the team
• Explore what direction really means and how to create it
• Develop strategies for promoting stronger alignment
• Identify what inspires or prevents commitment

Delivery
In-person or virtually

Duration
4 to 8 hours

With businesses thriving on good customer relationships, effective business communication is the cornerstone of company success. Provides participants with the principles, practices and tools for communicating effectively in the workplace.

Participant outcomes:

• Analyze diverse audience, context, and purposes to choose the most effective message structure, format, content, language, tone and medium 
• Design business documents conforming to AODA requirements and standard formatting conventions
• Compose and adapt content and structure of correspondence and business reports to suit a variety of purposes 
• Create visual aids to support business information
• Incorporate credible research material into business documents using ethical documentation, citation and declaration practices
• Use structured prompts to co-create correspondence and reports inclusive of generative AI content 
• Apply principles of effective presentations when delivering information orally

Delivery
In-person or virtually

Duration
4 to 8 hours

Explores fundamental financial concepts, aiming to establish a strong foundation in financial literacy for participants. Focuses on real-world applications, enabling non-financial leaders to make informed decisions and actively contribute to financial discussions within their organizations. 

Through theoretical knowledge and hands-on learning, participants acquire the skills to navigate financial considerations in their roles, enhancing their overall managerial effectiveness. Equips learners to perform, interpret and discuss financial elements across various industries.

• Trains professionals with limited financial backgrounds
• Covers the essentials needed for diverse industries
• Blends theoretical knowledge with hands-on learning
• Helps participants to acquire skills to contribute meaningfully

Delivery
In-person or virtually

Duration
24 hours

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Effective leaders need to champion innovation. Understanding design thinking concepts can help leaders target and champion innovation more effectively. Helps leaders use real business issues to frame problems, design experiments, make decisions and learn from mistakes to champion innovation in the organization.

Participant Outcomes:

• Discover new ideas and craft them into something that adds value
• Develop ideas within your organization
• Analyze and organize new ideas through a matrixed process
• Evaluate innovation blind spots

Delivery
In-person or virtually

Duration
4 to 8 hours

While working remotely has its advantages, it can be challenging. Leaders need a strategy for thinking differently, communicating digitally and ensuring people feel included, connected and aligned to perform at their best. 

This course is designed to help leaders develop the mindset, skill set and tools to handle more complexity and ambiguity while navigating the virtual landscape.

Participant Outcomes:

• Increase effectiveness as a leader and/or member of a virtual/hybrid team
• Identify research-based best practices that contribute to an optimal virtual environment
• Learn and practice the mindsets, skill sets and tools for effective virtual/hybrid leadership
• Discover how to quickly build a sense of “team” virtually

Delivery
In-person or virtually

Duration
4 to 8 hours

Develop a framework for analyzing and building a negotiating platform. Learn to identify areas including conflict, predictive arguments and handling tough situations and to develop advanced negotiation strategies and tactics. 

This is an advanced course that goes beyond general negotiation concepts and can be customized to any audiences. Designed for those currently using negotiation in their roles including sales, sales management, marketing, procurement, project management, directors and executives.

Participant Outcomes:

• Have immediate tools to apply in negotiations
• Learn to effectively plan, prepare and organize negotiations
• Establish trust faster in all negotiations
• Be able to shorten decision timeframes
• Understand how to resolve deadlocks and mediate outcomes
• Learn to recognize key cognitive behaviors to manage a negotiation
• Approach negotiations more strategically
• Enhance conflict resolution and learn to influence and persuade
• Have more confidence entering difficult negotiations

Delivery
In-person or virtually

Duration
One-day session or multi-day sessions

Enhance leadership skills through self-reflection, self-assessment, practical application, and the study of leadership best practices. Learn to lead an effective team, harness executive presence to make a greater impact and facilitate organizational culture and change.

The training consists of up to four courses:

• Understanding your Leadership: Identity, Impact and Strategy
• Harnessing Executive Presence
• Enhancing Team Effectiveness
• Leading Transformation: Facilitating Organizational Change & Enhancing Culture

Delivery
In-person or virtually

Duration
4 to 8 hours

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