muniBLOG: Training

Reactionary vs Strategic Leadership Development

Your problem is not your problem, your problem is a culture that creates your problem.

I often get calls from potential clients to conduct a workshop on a particular topic to address a problem or issue they are presently dealing with. I call this reactionary development rather than strategic development. This happens when organizations react to a problem by looking for a one or two day training solution to fix it. As much as I like to work I always tell them the same thing, “there is no magic bullet workshop that is going to fix the problem, it takes a long-term strategic process in most cases.” The root of most issues is an unhealthy culture and ill-equipped leadership. To fix the problem, focus on the culture, and culture change takes time, a minimum of three years.

Why is this? Because most problems being dealt with in the majority of organizations are related to the lack of competent managers and intentional culture development. Just because someone is really good at their job, which is why they get the promotion, doesn’t mean they will make a great manager. People are promoted into management positions because of their superior technical skills and often demoted or fired because of their lack of interpersonal and emotional intelligence skills. Most organizations promote people to their level of incompetence then leave them there or get rid of them.

Gallop just released research indicating 80% of people in management positions are not prepared to be there. The time to prepare for the issues any organization will face is before they happen. There are key competencies that every manager needs in order to provide effective leadership, improve engagement, performance and create an engaging culture.

C.O.R.E. Leadership Academy 

C.O.R.E. Leadership Academy provides a long-term strategy with quarterly training opportunities focused on developing competent managers and supervisors and creating healthy cultures.

Why quarterly training? It takes approx. 66 days to form new habits, and research confirms learning is more effective when people focus on one topic or skill at a time. For that reason C.O.R.E.  Leadership Academy (CLA) provides quarterly training opportunities using 70-20-10 personal development process to apply what is learned. By providing quarterly development opportunities specific skills are built upon each quarter, or a theme can be the focus for an entire year.

C.O.R.E. – Of central importance; the basic and most important or essential part of anything

CLA Philosophy – focusing on key strengths leaders, managers and supervisors need to become competent provides the greatest potential for personal and organizational success.

CLA’s primary focus is the development of…

C – Competent Managers

O – Organizational Culture

R – Relationship Management

E – Efficient Workforce Strategies

For a free consultation on bringing CLA to your organization email [email protected] or call (705) 607-1058

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Become a Six Figure Speaker

Navigating the professional speaking market can be a little tricky these days.  If you’d like to get well paid for sharing your message, you first need to ensure that you’re conveying the benefit of hiring you in your value proposition.  What do you have to offer?  How will groups benefit? 

Any organization wants a speaker who can deliver a highly valuable and memorable message in an entertaining and engaging way.  Being able to do that is the foundation of a successful speaking career.

To reach your prospects, you need to create a strong value proposition, create a professional promotional page with your background, your speeches, your photos, clients and testimonials.

Next you’ll need a 2-3 minute promo video either in front of an audience or speaking directly to the camera.  The video simply needs to show that you have a powerful message and that you can engage your audience.

Having a highly professional and functional website is the final essential. 

If you’d like a crash course in becoming a six figure speaker, attend our annual seminar where you’ll create your own 90 day plan to do just that and also hear from Laura Berg whose you tube channel has more than 26 million views – she’ll tell you how you can also do that.  As a bureau owner, I will talk about the current changes we’re noting in the marketplace.

Go to www.cathleenfillmore.com/events.php to register. 

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17th Annual Customer Service Conference May 27th & 28th

CSPN Logo FullCustomer service Professionals Network (mycspn.com) is pleased to announce that Customer service leaders from municipalities, various levels of government, and corporations are getting together on May 27-28, 2014 at the beautiful OLD Mill in Toronto to share stories on how to create a great customer experience.

Getting insights from persons who work in various industries has proven to be a great approach in uncovering ideas that you can borrow and incorporate in your organization. No need to spend hours searching the website for answers when you can meet someone next to you who may already have conquered the issues you are trying to resolve.

If you are seeking answers to:

  • Enhancing customer experience at the Town of Newmarket
  • Drivers to employee engagement
  • Remote agents anyone?
  • Role of ethics in your workday
  • Coaching vs  Mentoring – which is best?
  • Cloud contact Centres – impact on customer satisfaction
  • Voice of the customer to lead transformation
  • Operationalizing customer input
  • Creating great customer experiences – regardless of your industry
  • Creating Respectful Workplaces -increase service and employee satisfaction
  • Changing traditional thinking to transform your service
  • Service Ontario journey to service centricity

20 leading industry speakers, vendor expo, panel discussion, Keynote speaker -Christine Magee, 50 answers in 50 minutes and wine and cheese networking event are some of the other activities you will enjoy.

I promise you, that you will be glad you came. Hope to see you there.

For information please visit:

www.amazeyourcustomer.com

email: [email protected]    905-477-5544

Customer Service Conference

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Choose the best speaker for your event

Choosing the Best Speaker for your Event

As a bureau owner, I’ve heard some of the best speakers in the world and am often asked what makes the best speaker.

That’s very subjective.  A speaker that touches the heart of one person will leave another one cold. What the best speakers have in common is what I call  ‘life force’.  Anyone alive has a life force but not everyone is fully in touch with it.  Most people are not even close.  The best speakers are those whose energy fills a room, seemingly effortlessly. Hearing a great speaker is a life-changing experience.   As organizer of an amateur speaking contest, I put a lot of work into the event.   It’s worth it though, when I hear a brilliant speaker give a three minute speech. Great speakers can range from intense introverts to expansive extroverts.  They have equal power to engage the audience.  What’s important is that after the event is over, the audience has something solid to think about or change. It’s been said that ‘200 people will come to hear this speech and 200 different people will leave,” which sums up the power of listening to a great speaker.  It doesn’t get any better than that.

– Cathleen Fillmore

website:   www.speakersgold.com

email: [email protected]

Telephone:  416-532-9886.

Call Speakers Gold before booking your next speaker if you only want the best.

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