Do Not Lose Focus

Let us not forget about all the other risks & threats that kept us up at night before the threat of the pandemic landed on our doorsteps.

Yes, the response to the pandemic is important.  Unfortunately, there are other risks & threats that still exist.  

Do not lose focus.

Organizations now more than ever need to be able to strike a balance with multiple focal points whist executing their emergency response, risk & security, business continuity plans.

Stay organized.  Stay Sharp.

We can Help.

Plan the Work.  Work the Plan.

Should your Municipality need assistance, contact Michael White Group today, and we will be happy to answer your questions or provide quotations.


An Exclusive Virtual Leadership Development Opportunity

It is a crazy unprecedented time!

Many leaders, for the first time in their careers, are leading from behind the desk and behind the screen. The great challenge becomes how do we keep staff motivated, engaged, inspired and connected.

At Emergenetics it is our Vision “To Be the Universal Answer to Human Connection”
And in this time of social isolation we are delighted to bring the power of Emergenetics in:

An Exclusive Leadership Development Opportunity:
Emergenetics VIRTUAL Meeting of the Minds Workshop

Date: Wednesday, May 20, 2020
Location: Your Desk!
Time: 10:00 AM to 12:30 PM •

Emergenetics Certified Facilitator: Gail Green

Cost of Workshop and Profile: $299   CLICK HERE TO ENROLL 
Exclusive Promotion use discount for MuniSERV Members – use promo code 100OFF for a $100 discount.

As an added value, during this challenging time, any municipality that registers 3 or more people will receive a one hour complimentary online tailored session for the team (Value $599).

The Virtual Meeting of the Minds offers a blended learning experience that reveals individual and collective strengths, provides practical ways for leaders to inspire and engage employees to work together and create strong workplace cultures – with or without a traditional office space.

Through the workshop, you will:
• Increase self-awareness
• Discover others’ perceptions of you
• Communicate change more holistically and effectively
• Build better Peer and Stakeholder relationships
• Increase your EQ to forge new relationships in the current reality

Who should attend:
• Leaders seeking a deeper understanding of themselves and others
• Managers who aspire to build cohesive teams
• Consultants/Trainers/Coaches looking for neuro-scientific tools that resonate with individuals and organizations in a blended on learning experience that will serve in the new normal

Enroll soon as participant numbers will be limited to 30.

We look forward to meeting you at this insightful and exciting event on Wednesday, May 20th and to sharing a simpler, easier way to understand yourself and others with the neuro-science of Emergenetics!

If you’d like more information, simply email me or call 905.636.0797.

Take Care,


Free Webinar – Inclusion and Understanding of Indigenous Peoples at Your Municipality

Inclusion and Understanding of Indigenous Peoples at Your Municipality

Indigenous Peoples have cultures that are different than Canada’s mosaic of Non-Indigenous people.

Understanding these cultural differences is very important to making Indigenous Peoples feel that your municipality is a welcoming, diversity-valuing organization where they will be Welcomed; Valued; Supported; and Respected as employees.

Join me on Wednesday, May 13, 2020 at 10:00 a.m. Eastern to learn more!

*Meeting ID: 530 952 397

Bill Dennis B.Comm., MBA, CSP (Distinction)
President & CEO
Cultural & Generational Training


Customer & Employee Experience – 23rd Annual Conference

The Inside-Out Future Talent to Deliver the Right Customer Experience

Our 23rd Annual CSPN Customer & Employee Experience Conference will be held from May 13th – 14th, 2020 at the fabulous BMO Institute for Learning in the GTA. This exclusive conference will bring together hundreds of senior industry professionals across all industries and verticals to talk all things CX, EX, Customer Service, Digital Trends and much more. Our 23rd Annual Conference will offer outstanding networking opportunities with decision-makers from across Canada and the U.S.

The theme for the conference is “The Inside-Out Future – Talent to Deliver the Right Customer Experience”. We have an amazing line up of high-quality speakers who will share their insights and draw directly from their personal challenges and learnings. Over the course of the 3 days, attendees will be immersed in engaging presentations, workshops and networking events, all of which will help to build the future customer and employee experiences. Together we will explore emerging CX strategies, the latest technologies – Digital, Automation and best practices that will keep your organization at the forefront of CX and EX excellence.

Join us on May 15, 2020 for an engaging, hands-on workshop, which followed by a tour of the GTA’s contact centre. We applied the skills learned during the conference, and learned new tools and techniques to engage, service and deliver memorable customer experiences.

We can’t wait to have you join us in 2020, and experience this amazing conference. See you soon at one of Toronto’s top venues!

images of speakers at CSPN conference

We are excited to announce our 2 keynote speakers for the conference.  Meet Charles Brown, President & CEO at Lifelabs & Gillian Mandich, PHD, Happiness Researcher, Keynote Speaker and Media Personality. Join us as they speak about “The Power of Trust”: LifeLabs Journey to transform the Patience Experience” and “Happiness at Work”. 

Images of Key Note speakers

For more information, please click here

To Register, please click here


Older adults could be our ticket to prosperity after the pandemic

It has certainly been a challenging period in all our lives both personally and professionally.

This is one reason why I wrote this article which highlights how the pandemic has unfortunately reinforced ageist bias on one hand, and yet has been able to take advantage of the skill, expertise and experience of older medical professionals on the other.

As businesses emerge from the lock down, they may benefit enormously from a cohort of older adults who still want to contribute by working. I see this as a win-win for all. If you can circulate the article to friends and/or on social media, or if you know of any companies, businesses, organizations who might benefit from Top Sixty’s expertise as they resurface, I would greatly appreciate hearing from them.

Thanks for your help as we fight one of the last socially acceptable “isms”.

Warm regards,


See Helen’s Profile



Free Webinar – Understanding & Managing People from Different Cultures

Understanding & Managing People from Different Cultures

People from different cultures have different values; beliefs; perceptions; “do’s” & “don’ts”; expectations; etc.

Since the multicultural population of Canada is now our 2nd largest population, understanding culturally-different people is an important skill in today’s Canada. Only 5 of the 195 countries of the world have a culture similar to Canada’s and 1/3 of Canada’s residents were born in these countries.

Join me on Wednesday, April 29, 2020 at 10:00 a.m. Eastern to learn more!

*Meeting ID: 530-952-397

Bill Dennis B.Comm., MBA, CSP (Distinction)
President & CEO
Cultural & Generational Training


2020 Business Process Intelligence Webinar Series

2020 Business Process Intelligence Webinar Series

You are invited to join us for the next webinar in the 2020 Webinar Series!

The March webinar discussed ‘Office Design & Layout’ by answering the following questions;
– How can my office setup improve my productivity and reduce wasted time?
– What is the best way to setup my office?
– What elements should be included in my office?
– How can I improve my office setup/design?

This webinar will take place on Monday April 27, 2020 @ 12:15pm Eastern. A reminder email with the instructions to join will be sent the morning of the webinar.

To register for this webinar please select the link below;
Register for ALL WEBINARS or just the APRIL Webinar

Interested in becoming a Certified Lean or Six Sigma Professional?
email [email protected] for elearning and virtual training options!

“Learn to become more efficient so you can have more time to do what you love”


3 Communications Tips for Managing Anywhere, Anytime (plus a Free Gift!)

We’re in approximately week 5 of working remotely for many and it is likely working better for some than for others. As the leader, you may be wondering how you can better manage your relationships with the people on your team while working remotely.


There are two critical considerations that contribute significantly to improving relationships and engagement. The first, is that we don’t all have the same communication style; and, the second is that we aren’t all driven/motivated by the same things.

In this article, we’ll start by sharing three tips to help you improve your communication with the people on your team when working remotely.

It’s not a one-size fits all!

We tend to all have our own communication preferences and style. Some of us have a higher energy level and some don’t. Some of us tend to gain our energy from social interactions while others may find that draining.

The key point to remember is that people like people like themselves. Ever hear of birds of a feather? And no, opposites don’t naturally attract.

First you have to understand your own communication style. Are you forceful, decisive, strong-willed or do you tend to be low-key, mild and a collaborator? Are you a person who is magnetic, enthusiastic, demonstrative or are you more restrained, controlled, non-animated and more reserved? Perhaps you are the person that tends to be more patient, steady and relaxed or are you more active, flexible, and fat-moving? Lastly, maybe you tend to be more dependent, neat, careful and always have lots of research on a topic or maybe you’re more uninhibited and unconventional. You may say that you have a variety of these traits and that may be so, but each of us has a primary communication style that most people see most of the time. 

So what happens when you are communicating with someone that is the opposite of your style? Might the other person sometimes tune out? Do you sometimes tune out when someone is speaking that is quite different from you? If you’re more of that direct communicator and I’m the opposite, do I drive you nuts when I come in with pages of data and absolutely need you to understand every single point I’ve uncovered? Likely. After all, didn’t you ask me to give you the key highlights? How’s that communication working out?

Remember, people buy from people they like and people like people like themselves.

Learn to People Read

People reading isn’t as difficult as it may sound. With a bit of background knowledge you can start people reading anywhere anytime. One of the keys to people reading is not talking but rather observing. When we’re talking, we’re not listening. At the end of this article, you will have a chance to receive a free personalized Working From Home report and in that report that are some clues to identifying others’ preferred communication styles.

What verbal and non-verbal cues is the person giving you? Perhaps you’ve just finished yet another team zoom meeting. Granted it’s more challenging to pick up on non-verbal cues on virtual calls but you know your team so you should be able to pick up on clues. Do they appear drained after calls or are they leaving wanting more? It’s often more important to observe body language and what is not being said than to what is being said.

Learn to Flex…your style that is!

When I talk about flexing your style in communication workshops, people sometimes ask me if that isn’t manipulation. It’s only manipulation if the intent is not honourable. The #1 thing you can do to improve communication with anyone is to meet them where they are.

Flexing your style is the art of adapting your style to match the style of the person you are communicating with. It helps create that symbiotic cadence. If the other person is more reflective, has a lower tone of voice and a slower pace in speaking than is normal for you, try flexing your style to mirror those behaviours. It will take a lot of conscious effort and practice to get good at it but you will start to see the benefits before too long.

It’s as easy as 1…2…3

Your people aren’t all one size thus your approach can’t be a one-size fits all either. Take the time to connect with each member of your team one-on-one for the purpose of listening. Start with an observation using self-responsible language or with an open-ended question…and then listen and observe.

As you become better at the super skill of people reading, you and your team will reap the rewards of improved communication, relationships and engagement.

Our gift to you and your organization – The Working From Home Report

During this unprecedented time, our partner TTI SI has created a special Working From Home report. The questionnaire is the same highly-validated research-based questionnaire used for all our behaviours reports but this report has been designed to be easy to digest without the need for individual or group debriefs. No strings attached. You won’t be solicited if you take us up on our offer. TTI SI’s goal is to give away 10,000 of these reports each day in North America.

TTI SI has been on the cutting edge of the assessment solutions industry for over 30 years. They have administered over 30 million assessments worldwide in 115 countries in 47 different languages. Data norming and rigorous data analysis conducted by both internal research teams and independent statisticians help ensure our assessments are the most reliable and accurate tools in the market.

Ready? Click here. This link will take you to a page on our website where you can view a sample of the report, view answers to FAQs and a link to respond to the questionnaire to get your own personalized report. It only takes 10 minutes to complete. After you’re done, you will receive your report immediately in your inbox and will be taken to a page to download a PDF of our Action Plan worksheet for your personal use.

I hope you accept our gift and that you and your team use your personalized reports to improve working relationships. A fun follow-up activity is to have your team share their primary style from page 2 of the report so that you can all begin to see your behavioural similarities and differences and learn to appreciate what each person brings to the team.

Feel free to share this WFH report link with colleagues, friends and family.

Sophie Mathewson, PCC

Strategic Coach & Advisor

Prism Group Int’l

Specializing in working with leaders that want to create more cohesive senior teams to achieve their purpose and vision


Sophie can be reached at [email protected] 



Mindfulness As A Means To An End

Mindfulness As A Means To An End

April 23, 2020 5:00pm – 6:00pm ET

Registration Link:

Mindfulness As A Means To An End with Bonnie Kowaliuk, BA, BMT, MBA, MTA, RSW, Fellow of Bonny Method of Guided Imagery & Music, Certified Coactive Coach, Gurian Institute Certified Trainer, Advanced Brain Tech.

Join this live, interactive, convenient, and affordable alternative to traditional professional development specifically to support your business during this time of self-isolation.

The intent of this Accelerator Group is to support young leaders and teams to create workplaces and spaces to be psychologically safe to express, learn, and grow within the culture — ensuring that each person’s health and wellness needs are being supported and actively addressed.

The problem this group will actively dive into solving, is exploring what creates safety and security into our workplaces; the qualities and characteristics. How this can be supported by equipping individuals and teams with mindfulness practices, and setting up their workspaces so that there are opportunities to reconnect and reflect with self, and disconnect and unplug from technology and workplace demands and expectations.

Starts April 23rd Register NOW!  $32/hr, 8 weekly, one hour sessions

Max 8 people. BUY NOW

LevellingUp will help you bridge the gap between knowing HOW TO do something and MASTERING it. Grow your skills fast, alongside an expert, and with the support of a trusted small group.

The experts you want. The skills you need. Nothing standing in your way.
#LevellingUp #PeopleHelpingPeople #LevelUp #Leadership #Goals


The WE Approach to Online Meetings

Well I hope everyone is staying safe and healthy during this crazy unprecedented time.  As I prepare to go on yet another online meeting I was thinking about the previous normal and how meetings were often named as a #1 waste of time in the workday.  People can drift and disengage with meeting fatigue.  Good gracious, how are we going to keep focus online?

Firstly, lets all commit to show up on camera. It gives us a fighting chance. Next, apply the basics of an effective meeting:

  1. Make sure the meeting is necessary
  2. Clarity of purpose
  3. Have an agenda and publish it beforehand.
  4. Be clear why each participant is attending.
  5. Always remember the simple, common courtesies of life, particularly if you need to win support and build relationships. Make people feel welcome by creating a comfortable environment now more than ever!
  6. Promote openness and honesty in your meetings.  Create the psychological safety necessary for this and the quality of the conversation will be much greater.
  7. Ensure you keep time. People need to feel their time is valued.
  8. Contribution is important. Ensure all participants have opportunities to participate, especially those whose preference is to reflect and consider the views of others before speaking. They often have very valuable insights that should not be missed.
  9. Carry out regular and frequent summaries. This will enable everyone to check understanding and confirm what has been discussed/agreed. Research suggests that in effective meetings someone summarizes at least every 5 minutes.
  10. Record – In our current reality most online platforms can do so and then you can decide on options for providing access to the recording. Or old school it and have someone take notes and send that to all who participated.

Strive for continuous improvement. Obtaining feedback from participants on what was useful about the meeting and what could have been done differently is valuable information.  We can flatten our on-line meeting learning curves by actively listening and implementing improvements.

Remember that teams are cognitively and behaviorally diverse and if we follow the basics, we will help everyone engage in a meaningful online meeting experience! 

Now let’s effectively Zoom ourselves through this 😊!

Gail Green, President and CEO

Emergenetics Ontario