Today's managers must network, coach, partner and inspire individuals to work toward intangibles like learning... continuous improvement... and excellence.

To be effective in organizations, managers need to become facilitative leaders - people who make it easier for others to communicate, accept responsibility and problem solve.

This seminar is ideal for managers who want to learn the communication skills of the facilitative leader. They will learn not only what to say to get desired results, but how to "lead from within" and to manage thoughts and emotions before speaking. The techniques can be used in any management situation.

Using self-managed communication and facilitation techniques to effectively lead individuals and business teams. Study key facilitation techniques to guide yourself and lead others.

Key learning objectives include:

  • learn self-managed communication skills
  • apply facilitative leadership techniques to enhance individual and work group performance
  • help your staff overcome their biggest challenges to self-management
  • facilitate effectively in all work groups and individual management situations
  • be a more effective leader of organizational change
  • strengthen your management style and control
  • This outstanding workshop is for managers who want to explore the power of self-managed communication.
  • Team leaders and project managers who want to maximize group unity, innovation and team performance
  • Human resource directors and trainers who require a firm grounding in the process of facilitation
  • Directors of corporate planning or organizational development responsible for change initiatives
  • Engineering, operations, plant and systems personnel responsible for solving complex problems
  • General managers and directors who want to lead by example
  • Easy-to-apply techniques to manage yourself so you can lead others effectively
  • The three fundamentals to facilitative communication
  • How to recognize and remove barriers to your communication success
  • How to listen with intention and speak with integrity
  • How to calm yourself in conflict situations
  • How to create and facilitate highly effective teams
  • How to facilitate high IQ business teams to achieve team goals
  • Facilitating conflict situations to eliminate problems

Professional Development Units now available:

  • Attendees to this program are entitled to 14 Professional Development Units from the Project Management Institute® upon completion


Seating is limited so register today!

Course tuition for the Facilitative Leadership course includes:

  • lunch and refreshments
  • course materials

Victoria: $1195 plus GST.

EARLY BIRD PRICING of $1095 available until October 1st, 2014

Team savings
When two or more team members from the same organization register for this program at the same time, they save $150 each on tuition.

Seating is limited so register today! Please print and fax the registration form for your chosen location to our secure fax line, 250-472-4497. Or call the course registry at 250-472-4138 to register by credit card, cheque or purchase order.

A full refund can be issued for written cancellations received a minimum of 21 days before the program start date. Cancellations received with less than 21 days notice will be refunded less a $200 administration fee.

To pay by cheque or purchase order, please call the course registrar at 250-472-4138.

Nov. 6-7, 2014
9:00 am to 4:30 pm each day

Victoria Executive Centre
915 Fort Street
Victoria, BC V8V 3K3

Mark Norman

Mark is a professional leadership consultant and trainer with extensive experience facilitating teams and relating to the psychology of human dynamics in the workplace.

He has led major organizational change initiatives for diverse clients including GM, Sears, General Mills, CN, Domtar, North York Hospital and Concordia University.

Mark has facilitated with thousands of people from assembly lines to boardrooms. He currently devotes his efforts to helping leaders and teams rise above the issues that impede creativity and growth.

Program partnerships

UVic Executive Programs is a Registered Education Provider (REP) with the Project Management Institute, Inc. (PMI®). We partner with York University's Schulich Executive Education Centre (SEEC). SEEC is a PMI® Charter Registered Education Provider (REP). PMI®, PMBOK®, and PMP® are registered marks of the Project Management Institute, Inc.

Executive Programs



"Management" and "leadership"

  • Four critical differences
  • The manager's role as facilitative leader
  • Leadership focus in management
  • Setting direction
    • Securing alignment
    • Supporting people
    • Three core values that guide facilitative leaders

Five ways facilitative leaders serve their staff

  • Creating a climate for cooperation

Facilitative leadership and self-management

  • Working from the inside out: Emotional Intelligence (EI)
  • The key factor in EI: self-management
  • Managing reflexive emotions
  • Developing non-judgmental understanding

Facilitative communication and motivation: the principles

What is "facilitative communication?"

Six fundamental acceptances:

  • Communication:
    • is inevitable
    • ambiguous
    • involves mixed messages
    • never exactly reveals another's experiences
  • Motivation:
    • begins with the need to be right
    • is not about "pushing someone's buttons"
    • requires context, not control

Self-managed communication: practice for facilitative leadership

  • Seeking to understand
    • The quiet power of questions
    • Listening to what they mean, not just what they say
  • Non-verbals matter
    • Adult voice: The sound of the self-management
    • Emotional "positioning" for influence
  • Seeking to be understood
    • Straight talk: high integrity speech
    • Acknowledgement: building bridges
    • Appreciation: showing genuine support

Facilitative leadership and influence

  • Up-management
  • Cross-management
  • Empowerment
  • Improvement

Facilitative leadership in challenge situations

  • Four steps to "instant calm"
  • Focused dialogue for dealing with challenging situations
  • Three phases in dealing with "challenges"

Scope the challenge Develop a communication strategy Take action

  • Four steps to discuss difficult issues
  • Developing workable agreements
The aim of this course is to demonstrate how to win and keep customers through relatively unknown human behaviours and business principles. These eight 'moments of power' - when used appropriately will enable you to build more successful relationships with your customers, assist in delivering world-class service and sell more effectively.
  • to more completely understand how human behaviour can lead to business success
  • appreciate the importance of ethically executing these moments of power
  • the importance of not clumsily wasting these opportunities
  • to understand not only what the eight moments of power are but also an appreciation of the 'moments' that make them powerful
  • to be aware that it is the practice of executing these moments of power that is the key to success - not just knowing them
  • Project Managers
  • Business Analysts
  • Salespeople
  • Team Leaders
  • Managers of service staff
  • Executives
  • Small/medium-business owners

Professional Development Units now available:

  • Attendees to this program are entitled to 14 Professional Development Units from the Project Management Institute® upon completion


Seating is limited so register today!

Course tuition for the 8 Moments of Power course includes:

  • lunch and refreshments
  • course materials

Victoria: $1195 plus GST

EARLY BIRD PRICING of $1095 available until April 21, 2014


A full refund can be issued for written cancellations received a minimum of 21 days before the program start date. Cancellations received with less than 21 days notice will be refunded less a $200 administration fee.

May 14 & 15, 2014
9:00 am – 4:30 pm each day

Victoria Executive Centre
915 Fort Street
Victoria, BC V8V 3K3

Dr. Mark Colgate is an expert in service excellence. Mark has recently returned from 3 years as the General Manager of Customer Satisfaction at Commonwealth Bank of Australia, the 10th largest bank in the world. Mark has taught the 8 Moments of Power in New Zealand, Australia, Ireland and China where he is a regular professor at the China European Business School in Shanghai - the leading business school in China. He has also consulted for many companies such as TELUS, Sony, Schneider Electric, Bank of New Zealand, Kiwi Experience Tourism Bus Company, the BC government Public Service Agency and Toyota Financial Services.

"Great session, Mark is very engaging. 8 moments of Power is great for both professional & personal goals & opportunities to be obtained."

-Kim Francis
Manager of Sales & Clinical Services
Angel Accessibility Solutions

"Loved this course, thank you! 8 Moments of Power can be applied to personal, career, staffing & business. I highly recommend this course."

-Michele Breuer
Victoria Executive Centre

"Mark provides a fast paced straight forward discussion of the subject matter. It's very condensing. He provides great examples that are humorous & memorable."

-Barry Chivers
Accounting Manager
Victoria Shipyards Co. Ltd.

"Amazing! This course would work for any employee and any position from janitor, secretary right up to executives!"

-Pamela Nielsen
Director, Administration & Faculty Human Resources
University of Victoria

Moment of Power # 1: Power of Expertise

Moment of Power # 1 - Expertise - we rely on people who appear to be an expert as they tend to have superior knowledge and wisdom on what we should do next.
  • It starts by reactive expertise (confidence, look, titles, knowledge etc.)
  • It is more effective by proactive expertise (educating the customer, anticipating customer needs etc.)

Moment of Power # 2: Power of Liking

Moment of Power #2: Liking – we want to do business with those companies that demonstrate they like us.
  • It starts by being reliable, being responsive and building relationships through great conversations, praise and cooperation/win-win
  • It is more effective by liking the one you are with, using the customer's name and discovering similarities

Moment of Power # 3: Power of (not) Losing

Moment of Power #3: (not) Losing – we get anxious when things that we want (or think we want) appear to diminishing or have disappeared. People always want more of what they can have less of.
  • It starts by information suggesting that something is rare, dwindling in availability or the loss attached to something
  • It is more effective by loss or loss framing, unique benefits, limited time, competition and exclusive information

Moment of Power # 4: Power of a Promise

Moment of Power #4: power of a promise – once people make a choice/take a stand, they will encounter personal and interpersonal resistance to behave consistently with what they have previously said or done. Commitments often grow their own legs
  • It starts by prior choices, progress towards a goal, and taking a stand
  • It is more effective by commitments that are active, public, and voluntary

Moment of Power # 5: Power of Context

Moment of Power #5: Power of Context – human behavior is sensitive to and strongly influenced by its environment and other conditions that helps (or hinders) people understand the situation they are in. We are interested in how we can shape the context for the customer.

  • It starts by lack of control
  • It is more effective by the environment, choice and contrast

Moment of Power # 6: Power of Going First

Moment of Power #6: Going first – people are obliged to give back to others (and even strangers) who have given to them FIRST.
  • It starts by gifts and concessions (rejection-retreat principle)
  • It is more effective when gifts are significant, personalised and unexpected

Moment of Power # 7: Power of the Crowd

Moment of Power #7: Power of the Crowd – we decide what's appropriate in situations by examining what others are doing.
  • It starts by evidence of what others are thinking, feeling or doing
  • It is more effective by many others, similar others and uncertainty

Moment of Power # 8: Power of Problem Solving

Moment of Power #8: Problem Solving – customers may be even more loyal after you have solved their problem than before. This is called the service recovery paradox.
  • It starts by encouraging and listening to negative customer feedback
  • It is more effective by using the right process, right interaction and right outcome in solving the problem to create a sense of fairness

Thriving on Change is a comprehensive two day workshop on the skills of navigating and leading change in the workplace.

Core Objectives
  • To explore ways of building resilience and adaptability by appealing to both our rational and emotional reactions to change
  • To engage team members by helping them make tangible progress toward meaningful goals
  • To develop a framework to build trust within the unit (and between units) and minimize distrust
  • To explore the various frames that individuals use to analyze and act on organizational issues – including change - and use these frames to deal with differences with others
This course is ideal for:
  • managers and project managers
  • corporate department heads
  • executives
  • systems, manufacturing and operations personnel
  • engineering professionals
  • technology managers
  • research managers
  • event managers
  • business analysts
  • team leaders
  • Small/medium-business owners

Seating is limited so register today!

Course tuition for the Thriving on Change course includes:

  • lunch and refreshments
  • course materials

Victoria: $1195 plus GST

EARLY BIRD PRICING of $1095 available until October 1st, 2014


A full refund can be issued for written cancellations received a minimum of 21 days before the program start date. Cancellations received with less than 21 days notice will be refunded less a $200 administration fee.

Nov 27-28, 2014
9:00 am – 4:00 pm each day

Victoria Executive Centre
915 Fort Street
Victoria, BC V8V 3K3

Dr. Vivien Corwin
MBA Program Director; Senior Instructor; Service Management

Vivien teaches organizational behaviour and human resources, with a particular emphasis on hospitality and services management. Prior to joining UVic in 2006, she taught at Royal Roads University, where she also served as MBA Program Director, and at Wilfrid Laurier University, in Waterloo, Ontario. Dr. Corwin has also worked as an Organizational Development Consultant for BC Gas, where she was primarily responsible for corporate-wide leadership development, and where she worked closely with managers to identify problem areas and implement team-driven solutions.

Dr. Corwin's research interests include human resources and leadership in the context of services management, organizational culture and leadership, and alternative work relationships. Her research has been published in Harvard Business Review, Journal of Organizational Behavior, and American Behavioral Scientist.

Session 1: Understanding Change/Optimizing Change

While most of us would agree that change is inevitable, most of us would nonetheless also agree that we don't always embrace it willingly. In this morning workshop, we will explore the need to help ourselves adapt to change by appealing to both our "rational" response to change (that part of us that sees opportunity and promise), and our emotional response (which explains why we can so easily become discouraged, but also offers opportunities for building positive emotional reactions to change). Over the course of the morning, we will:
  • Learn to identify the specific behaviours that can lead to positive change, and to tell a compelling "big story" about why change is necessary
  • Begin to build a growth mindset around change, to encourage team members to believe in their own ability to adapt and flourish
  • Explore opportunities to encourage habits that encourage healthy new approaches to dealing with the change

Session 2: Building Engagement in the Midst of Change

While dramatic change can invite paralysis and frustration, we know that peoples' best days at work are those days in which they feel that they are making progress (even if small progress) towards meaningful goals. Drawing on this idea, we will use this afternoon session to explore opportunities for newly formed teams to make, and celebrate, progress, and look at the conditions necessary to make this happen. Specific outcomes include:
  • To identify the relationship between progress and engagement
  • To recognize the catalysts that drive progress, and the obstacles that impede it
  • To explore ways of supporting team members in their work, and the importance of providing support for both the work and the person when designing effective change initiatives.

Session 3: Understanding and Dealing with our Differences (Using Organizational Frames)

As members of and leaders in organizations we are faced with countless situations on a daily basis in our organizations that require us to quickly make sense of what is happening, analyze the situation quickly and correctly, and decide on a course of action. Often, we are surprised to see that our colleagues (peers, direct reports, supervisors) seem to have a very different take on the situations that drive their reactions and recommendations. Furthermore, their perspectives appear to permeate all their decisions and actions across a range of organizational issues – from communications, motivating others and managing change to evaluating direct reports and strategic planning. In this session, we will explore the "frames" that we all use (often without being aware of it) to make sense of the world around us in the organization.
  • To identify the different frames that are used by self and others when trying to make sense of complex situations and decisions
  • To recognize the implications of these frames on a range of group and organizational issues that are relevant to performance
  • To use frames to persuade and influence others in the decision making process

Session 4: Fostering Trust in the Workplace

Trust is the soft but vital foundation on which an organization's functioning rests and it constitutes the most cost-effective control system ever devised. Whether it is establishing new relationships, working with multiple parties with diverging perspectives, strengthening existing networks, initiating change or implementing a strategy, trust is a critical ingredient for operational and organizational success. The primary objectives of this session are:
  • To explore and understand the dynamics of trust in interpersonal and organizational relationships
    • What is trust?
    • Why do we trust? (Importance of trust)
    • Whom do we trust? (Components of trustworthiness)
    • How do we trust? (Dynamics and types of trust)
  • To identify a set of trust building strategies for managing relationships and enhancing networks Strategies for Building Trust Erosion of Trust Repairing Broken Trust

In this session, the most recent developments in trust research are discussed and tools for building trust in work/professional relationships are explored. Given the complexities surrounding the concept of trust, the session revolves around understanding the meaning and nature of trust, the importance of trust in organizations and relationships (the benefits of trust), the dynamics of trust (different forms and levels of trust), and the building of trust (trust-building strategies, managing distrust, repairing damaged trust).