Leading with Excellence

Leading with Excellence

December 11 – 12, 2019 – 9:00 AM-4:30 PM

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.

The Leading With Excellence Program provides 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 and managers will learn the skills necessary to lead their teams to success.

Participants will learn and apply management concepts, techniques, and tips to communicate, direct, coach, mentor, entrust, and lead others in routine situations and during challenging times of change. They will acquire tools for managing influentially and receive constructive feedback from their facilitator and peers.

Using case studies, discussions, team activities, paired exercises, management simulations, and self-assessments, participants will learn and practice influencing others assertively, diplomatically, and powerfully. Participants will give and receive feedback for communicating expectations, coaching staff to develop their skills, providing advice and options, and helping bring about change despite resistance from others.

To Register, please click here

 

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Meeting of the Minds Workshop

The cost of Miscommunication is high!!! A recent International Data Corporation study puts the cost at $620 per employee in companies with 100,000 or more employees. It can soar to a whopping $4200 per person if an organization has 100 or less.

If you are intrigued by the idea of developing your personal and professional potential, as well as that of others, you will undoubtedly be interested in Emergenetics, a proven psychometric tool used around the world but new to the Canadian market. This program will give you a fuller understanding of your own thought and behavioural preferences, and help you to communicate more easily and effectively with others.

Using a well-developed questionnaire designed to explore your strengths, and through an intellectually engaging and socially stimulating training experience, you will discover that Emergenetics is both simple to understand and easy to use. The profile, which is based on a wide body of academic literature covering psychology and neuroscience, is introduced through experiential learning. You will be fascinated not only by the human dynamics but the resulting practical applications as well.

Through the workshop, you will:

  • Increase self-awareness
  • Discover others’ perceptions of you
  • Communicate more effectively
  • Make informed decisions
  • Value your inherent talents
  • Recognize core values

Who should attend:

• Individuals seeking a deeper understanding of themselves and others
• Managers who aspire to build cohesive teams
• Consultants/trainers looking for neuro-scientific tools that resonate with individuals and organizations
• Coaches/mentors and psychologists who are interested in gaining additional
insight into their processes
• Educators who desire to enhance their effectiveness with students and staff

Enroll soon as space will be limited.

We look forward to meeting you at this exciting event on Tuesday, December 3, 2019 in Toronto and to sharing a simpler, easier way to understand yourself and others with the neuro-science of Emergenetics!

Details:

Date: Tuesday, December 3, 2019
 Location: Toronto Star Building, 1 Yonge Street, 18th Floor, Toronto, ON Google Map
 Time: 8:00 AM to 12:30 PM
 Facilitator: Bridget Parise 

Cost of Workshop and Profile: $299 (Click below to enroll)

Register Here

If you’d like more information call 905.636.0797.

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Free Webinar – 90 Days to Exponential Business Growth

Are you looking for ideas to grow your business? TMG (Tyrone Matheson Group) has a free webinar to help you.
Here’s what you can expect:

1. Why 1+1 should = 5 in your business.

2. How to use our 3 Step non-linear, non-conventional system to grow exponentially in a short period of time.

3. Top 3 strategies that you can use TODAY to get exactly what you want (i.e. funding, more growth, more market share, etc.)

4. You’ll be invited to join our Pay as You Profit Virtual Private Client Group.

By submitting your information to the webinar organizer, you understand that they will use it to communicate with you regarding this event and their other services.

Nov 27, 2019 12:00 PM in Eastern Time (US and Canada)

Register here

 

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Personality Dimensions

Personality Dimensions

November 21, 2019 – 9:00 AM-12:00 PM

Everyone is different, we come in all varieties. Understanding our own and others’ values, strengths, joys and stressors provides a great foundation for communication. Knowing the obvious—and not so obvious—ways we are different assures us that we are okay in our own uniqueness and that we aren’t alone in some of our habits.

Personality Dimensions® translates complex personality theory into everyday language. It creates a framework for understanding – not a pigeonhole. You will recognize temperament patterns that you are comfortable with and of the people that you know. But it is not about putting people into a box. Identifying differences and similarities through Personality Dimensions® doesn’t determine our behaviour – we make those choices.

Drawing on the results of current validation studies that includes participants from across Canada and years of observation of interpersonal preferences demonstrated in learning sessions, Personality Dimensions® fosters increased self-knowledge through a facilitated self-discovery model that will make a lasting positive impact.

To Register, please click here  

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3-Day Public Sector Certified Client Service Specialist (CCSS©) Designation Bootcamp

3-Day Public Sector Certified Client Service Specialist (CCSS©) Designation Bootcamp

November 13 – 15, 2019 – 9:00AM – 4:30PM

The Certified Client Service Specialist (CCSS©) program offers participants the tools, techniques, and effective customer service skills required in today’s demanding work environment. This program is designed with extensive research and insight from the public sector and has been delivered to numerous municipalities and government agencies with exceptional results.

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 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.

Available to be delivered and customized on-site. Call CSPN for additional details.

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.

To Register, please click here

 

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Free Live Webinar – Understanding the World of Change

Understanding the World of Change – free live webinar

Friday, Nov 8, 2019 – 12pm Mountain / 2pm Eastern

Change Happens! 
But leading change well is an expert skill that few have mastered.
Explore what inspiring leadership looks like in today’s complex and rapidly changing world.

 

Presented by Kerry Woodcock, Change Leadership Coach

Register Here

LinkedIn / Facebook

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Service Delivery Reviews 101

The Province of Ontario recently announced they will be partnering with municipalities without pursuing a top-down approach. (a.k.a. not proceeding with regional restructuring). 

Instead they will be providing municipalities with the resources to support local decision-making with additional funding of $125 million through 2022-2023. The funding will help municipalities conduct service delivery reviews, implement recommendations from previous reviews and undertake a range of projects such as IT solutions or process improvements.  The Municipal Modernization Program is application-based and all applications will be reviewed on a case-by-case basis.  

Why?

Well, over time, as municipalities and the needs of their citizens change, some services that have historically been provided may no longer be needed, or perhaps there’s a better way to deliver them.  Often times a review of the service is necessary to address budgetary pressures or to improve efficiencies and practice fiscal restraint.

As a result of the recent funding announcement, over the next while many municipalities will be engaging outside professionals to work with them to conduct service delivery reviews. Due to the level of detail and analyses that takes place with these reviews, municipalities often engage a knowledgeable, experienced, objective third-party to guide them through the review and to remove any bias or perceived bias with the evaluation process. 

Even though there are many consultants who can provide quality expertise it’s important to have a basic understanding of what a service delivery review is, its purpose and the work and analyses it will encompass.  

What is a Service Delivery Review?

A service delivery review is a systematic review of municipal services and programs to determine the most appropriate way to deliver them. 

It focuses on setting priorities and where possible, finding new, more cost-effective ways to deliver the services the municipality has determined it wants or needs to continue providing.

A review of local services and programs can be undertaken to improve a current service, meet new service demands and/or maintain a current service by finding efficiencies to reduce the costs of delivering it, for example.

A service delivery review is a rigorous evaluation process that ask questions such as;[1]

  • Do we really need to continue to be in this business/service?
  • What do citizens expect of the service and what outcomes does council want for it?
  • How does current performance compare to expected performance?
  • How is demand for the service being managed?
  • What are the full costs and benefits of the service?
  • Are there alternative/better ways to deliver the service?

There is a role for staff, Council, citizens and other stakeholders during a service delivery review and each should be asked these questions.

Service delivery reviews are labour-intensive, so identifying up front the staff with the range of knowledge and experience and the resources necessary for the review, is extremely important to its success. Typically, this will be the staff who is familiar with the operations of the service or program being evaluated.

The review will look to see if there are internal improvements that can be made or if there’s a need to investigate other methods available to deliver the service/program.  For instance could the service be outsourced more cost-effectively than trying to deliver it in-house, could staff receive quality training digitally rather than travelling to classrooms, is there a different bill payment solution to use, etc.?

Council has a critical role in representing the public and consider the well-being of the taxpayers by determining which services the municipality provides, as well as providing direction on the  specific outcomes or deliverables they want the review team to achieve.

Summary:

This is a very brief, high-level look at service delivery reviews. The Ministry of Municipal Affairs has a great online resource, “Making Choices A Guide to Municipal Service Delivery Reviews for Municipal Councillors and Senior Staff”, that sets out a six-stage approach to service delivery reviews.

The full guide was invaluable to me as the first CAO of a newly restructured municipality who was tasked with the responsibility of reviewing the services and programs of each of the five former municipalities and assessing whether they were still relevant in the new municipality and/or if there were better more cost-effective ways to deliver them.

Yes as mentioned, service delivery reviews are labour-intensive, but they are also an extremely interesting challenge – and a process, I thoroughly enjoyed.  When you open up your mind to thinking outside the box and adopting new ways of doing things it will save the municipality time and your taxpayers money.  And that’s rewarding!

One Final Word

My article just wouldn’t be mine without including a small plug to remind municipalities that over this past year, we have added more professional members who offer a wide variety of amazing new and innovative products and services that can help you achieve those efficiencies directed by the Province.

Why not search muniSERV for the service you’re looking for?  You’ll be amazed at some of their offerings!

You may even find that consultant who can help you with your service delivery review! 

Susan Shannon is the Founder & Principal, muniSERV muniJOBS

Susan can be reached at [email protected]   855.477.5095

[1] A Guide to Service Delivery Review for Municipal Managers, Ministry of Municipal Affairs

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