Leadership

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.

Use 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
  • 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

"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 Challenging Situations

  • Four steps to "instant calm"
  • Focused dialogue for dealing with challenging situations
  • Three phases in dealing with "challenges"
    • Scope the challenge
    • Develop a communications strategy
    • Take action
  • Four steps to discuss difficult issues
  • Developing workable agreements
  • 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

Professional Development Units now available:

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

PMI

Seating is limited so register today!

Course tuition for the Facilitative Leadership course includes:

  • lunch and refreshments
  • course materials

Victoria: $1195 plus GST.

 

Team savings
When two or more team members from the same organization register for this program at the same time, they save 10% each on tuition.

Seating is limited so register today! Please fill out the online registration form and select 10% group discount as the payment option.
 
Cancellations
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 select the 'Invoice against PO or UVic Journal Entry' option on the registration form. For any questions please call 250-721-6429.

Nonattendance will incur full seminar tuition cost. Participants must attend all program days and fulfil all program requirements in order to receive a Record of Completion

Victoria:

Fall 2017 dates coming soon!

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.

“Excellent!! This course has given me the confidence and process needed to help me prepare for higher level engagement. It exceeded my expectations.”
 
-2010 Facilitative Leadership student

  
“Mark was fantastic and very engaging. Highly recommended.”
 
-2012 Facilitative Leadership student
 
 

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

            PMI

      SEEC

Enhance your competencies in interpersonal skills and communication

Influence and Stakeholder Management is a two day course where participants will learn about stakeholder management and methods to meet or exceed stakeholder expectations.
This course will address the often neglected art of listening, interviewing, conducting effective presentations and leading meetings. You will learn to use the psychology of power and persuasion to engage and influence stakeholders. Individual and team exercises will be utilised to advance verbal and nonverbal communication techniques and skills. Using an in-class case study, you will be introduced to proven methods of negotiation and conflict resolution. Each participant will have an opportunity to practice key skills involved in communication, persuasion, and negotiation. Some claim that a manager’s job is over 80% communications but it is the one area that we make many of our greatest assumptions.

What You Will Learn

During the course participants will gain knowledge on the following topics:
  • Basic communications planning
  • Stakeholder management
  • Communication styles (e.g., generational differences)
  • Communication mediums
  • Silence and non-verbal communication
  • Conflict resolution and negotiations
  • How to determine power bases, influence, and persuade
  • Create a detailed communication plan
  • Create a stakeholder management plan
  • Increase stakeholder buy-in
  • Conduct effective interviews
  • Have heightened awareness of non-verbal cues
  • Understand and use techniques of power, influence, and persuasion

As managers we use communications to meet or exceed stakeholder expectations, to assign and monitor work, to resolve conflicts and negotiate for successful completion of work requirements, however, we do a great deal of talking that isn't really communication. Communication needs to be purposeful and requires sufficient planning to increase the likelihood of success and even though the concept can be simply, they are often difficult to apply. Through this course, you will learn these concepts and how to overcome difficulties in applying them. You will also practice key sills involved in communication, persuasion and negotiation.

Much of the communication we learn in management programs is about verbal communications that only accounts for a small portion of communication. In this course you will spend time understanding and applying effective listening and non-verbal communication skills.

Program Content

Learning Outcomes:
  • At the end of the course, participants will be able to:
  • Create a detailed communication plan
  • Create a stakeholder management plan
  • Increase stakeholder buy-in
  • Conduct effective interviews
  • Have heightened awareness of non-verbal cues
  • Understand and use techniques of power, influence and persuasion

Management Competencies addressed:
Participants will enhance their competencies in interpersonal skills and communications.

Instructional Approach:
This course is made up of short lectures, multiple table exercises, a case study, video clips, and games. You will undertake individual and team exercises. You will also use peer reviewed exercises to gain personal awareness, and to become more adept at providing feedback to other team members. You are guaranteed not to be bored!

Day One Agenda

8:30 to 9:00 Introduction
9:00 to 9:30 Stakeholder Management Fundamentals and Model
  • Who are Stakeholders
  • Why is Stakeholder Management Important
  • Stakeholder Model
  • Identify Stakeholders
  • Understand Stakeholders
  • Build Trust
  • Respond to Stakeholders
  • Monitor and Control Stakeholders
9:30 to 10:00 Stakeholder Identification
  • Stakeholder Identification Methods including the Salience Model
  • Exercise – Fraser River Debris Program
10:00 to 10:15 Break
10:15 to 12:00 Stakeholder Understanding and Mapping
  • Stakeholder Assessment
  • Determining Urgency/Legitimacy/Power
  • Determining Needs and Expectations
  • Preferred Communication Styles
  • Exercise – Stakeholder Map
12:00 to 1:00 Lunch
1:00 to 2:00 Build Trust
  • What is Trust?
  • The Business Case of Trust
  • Exercise
  • How do you Build Trust?
  • How do you Repair Broken Trust?
2:00 to 3:00 Respond To Stakeholders
  • Psychology of Influence and Persuasion
  • How to Achieve and Maintain Stakeholder Buy-in
3:00 to 3:15 Break
3:15 to 3:45 Exercise – Case Study
3:45 to 4:15 Stakeholder Monitoring and Control
  • Expectation Management
  • Engagement Management
  • Exercise – Stakeholder on a Page

Day Two Agenda

8:30 to 9:00 Communication Models
  • Sender Receive
  • 3 Way
9:00 to 10:30 Non Verbal Communication
  • Para Verbal
  • Exercise – Stakeholder Sort
  • Non Verbal
  • Exercise – ABC Game
10:30 to 10:45 Break
10:45 to 11:00 Communication Mediums
  • Face to Face
  • E-mail/Text
  • Telephone
  • Shared Data Bases
  • Web Conferencing
  • Exercise – Three Hour Tour
11:00 to 12:00 Communication Styles
  • Assertive vs. Expressive
12:00 to 1:00 Lunch
1:00 to 1:30 Communication Barriers
  • Noise
  • Generational Differences
1:30 to 2:00 Communication Plan
  • Goals and Objectives
  • Key Messaging
  • Distribution, Retention, and Knowledge Management
  • Exercise – Communication Key Messaging
2:00 – 3:00 Issue and Conflict Management
  • Issue Identification Ownership and Resolution
  • Conflict Resolution Styles
3:00 to 3:15 Break
3:15 to 4:15 Negotiation
  • Negotiation Model
  • Prepare
  • Discovery
  • Bargaining
  • Commitment
4:15 to 5:00 WRAP UP

This outstanding course is for anyone who would like to improve their competencies in interpersonal skills and communications in order to manage stakeholders more effectively:

  • Directors
  • General Managers
  • Project Managers
  • Project Coordinators
  • Team Leaders
  • Executives
  • Salespeople
  • Business Owners
  • Systems, Manufacturing and Operations Personnel
  • Corporate Department Heads
  • Engineering Professionals

Professional Development Units now available:

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

PMI

Seating is limited so register today!

Course tuition for Influence and Stakeholder Management includes:

  • Lunch and Refreshments
  • Course Materials

$1195 plus GST

Team savings
Save 10% per registrant with a group registration: 2 or more people from the same organization registering at the same time.
Seating is limited so register today! Please fill out the online registration form and select 10% group discount as the payment option.

*Discounts cannot be combined with any other discount or special offer.

 
Cancellations
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.

Victoria:

May 16-17, 2017
9:00 am - 4:30 pm each day

Vancouver Island Technology Park
Collaboration Centre Conference Room
#2201 - 4464 Markham Street
Victoria, BC V8Z 7X8
Canada

Vancouver:

May 18-19, 2017
9:00 am - 4:30 pm each day

Cotto Training Venue (above Cotto Enoteca Pizzeria)
Second Floor, 6011 Hastings Street
Burnaby, BC V5B 1R8
Canada

Dr. Dale Christenson, PhD, PMP
President, Project Management Centre of Excellence Inc.

Dr. Dale Christenson, president of the Project Management Centre of Excellence Inc., specializes in project management training and consulting. Dale is a Certified Management Consultant and Project Management Professional. He combines an extensive academic background with real-world expertise in the areas of program and portfolio management, organizational development, change management and critical project success factors. He's held various project management leadership positions in the public and private sectors.

Dale has a Doctorate in Project Management from Royal Melbourne Institute of Technology University in Australia and holds undergraduate and graduate degrees, diplomas and certificates in Criminology, Counseling Psychology and Project Management. Dale has 10 peer reviewed journal articles to his credit and is a frequent speaker at conferences. He is the winner of the Project Management Institute's (PMI) Project of the Year Award and the winner of the Canadian Institute of Public Administration Leadership Award.

How to Design and Deliver High-Performance Feedback to all Employees

Use eight key moments of power to design, execute and measure a complete coaching program for everyone in your organization. 

Based on cutting edge research unveiled in Mark Colgate’s book 8 Moments of Power in Coaching: How to Design and Deliver High-Performance Feedback to all Employees, this course takes you through the steps to empower your organization to make the changes it needs to be more effective.

Gain a whole suite of tools to use immediately. Using eight case studies of organizations that are using coaching successfully and through hands-on demonstration and role-playing, you and your organization will learn to start coaching more effectively the next day.

Coaching is essential for those in any industry or sector looking to gain more from the feedback process and implement coaching within their team. You do not need any previous experience to attend. This course is ideal for:

  • Any team leader who wants to coach more
  • Anyone who wants to design and execute a coaching program in their organization
  • Senior Executives with multiple direct reports
  • HR professionals
  • Those undertaking unique projects
  • Anyone concerned with employee development and growth

Professional Development Units now available:

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

PMI

Stay tuned - new dates coming soon!

Course tuition for Power Coaching in the Workplace includes:

  • lunch and refreshments
  • course materials

Victoria: $1195 plus GST

Team savings
Save 10% per registrant with a group registration: 2 or more people from the same organization registering at the same time.
Seating is limited so register today! Please fill out the online registration form and select 10% group discount as the payment option.

*Discounts cannot be combined with any other discount or special offer.

 
Cancellations
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.

Victoria:

April 5 – 6, 2017
9:00 am to 4:30 pm each day

Vancouver Island Technology Park
Collaboration Centre Conference Room
#2201 - 4464 Markham Street
Victoria, BC V8Z 7X8
Canada

Dr. Mark Colgate is an expert in coaching and service excellence including authoring his soon to be relseased book "8 Moments of Power in Coaching: How to Design and Deliver High-Performance Feedback to all employees" created through cutting edge reasearch and upon which this course is based. He has won numerous teaching awards, most recently the University of Victoria Harry Hickman Award for Teaching Excellence in 2013. 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.

Mark has taught this coaching workshop to over 200 owners and senior employees of Whistler businesses and 81% rated it a 9 or 10 out of 10. The workshop was extremely well-received and Mark is a superstar presenter!”

 – Val Litwin, CEO, Whistler Chamber of Commerce


  

Mark has taught this coaching workshop for 2 years at TELUS and has been embraced by all attendees. Mark provides an important new perspective on coaching which we value greatly and has helped us move one step ahead.”

- Andrew Turner, Vice-President, TELUS

 
 

Mark made me understand the power of Coaching. Once I understood how Coaching impacts our culture and performance, I really got into it and it soon became second nature.”

– Mechthild Facundo, Manager, The Whistler Experience, Whistler Chamber of Commerce

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

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).

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

Professional Development Units now available:

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

PMI

Seating is limited so register today!

Course tuition for the Thriving on Change course includes:

  • lunch and refreshments
  • course materials

Victoria: $1195 plus GST

 

Team savings

When two or more team members from the same organization register for this program at the same time, they save 10% each on tuition.

Seating is limited so register today! Please fill out the online registration form and select 10% group discount as the payment option.

Cancellations

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 select the 'Invoice against PO or UVic Journal Entry' option on the registration form. For any questions please call 250-721-6429.

Nonattendance will incur full seminar tuition cost. Participants must attend all program days and fulfil all program requirements in order to receive a Record of Completion

Fall 2017 dates coming soon!
9:00 am – 4:00 pm each day

Vancouver Island Technology Park
Collaboration Centre Conference Room
#2201 - 4464 Markham Street
Victoria, BC V8Z 7X8
Canada

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.

“Vivien knows her stuff and it came across well in the session.”
Fall, 2013 participant
 
“Vivien was a great presenter; very engaging & the pace & variety of materials/media & exercises was great.”
Fall, 2013 participant
 
“The instructor is clear, engaging and very knowledgeable!”
Fall 2013 participant

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.

Key Learning Objectives include:

  • 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

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
  • 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

PMI

Seating is limited so register today!

Course tuition for the Customer Service Excellence: 8 Moments of Power course includes:

  • lunch and refreshments
  • course materials

Victoria: $1195 plus GST

Team savings

When two or more team members from the same organization register for this program at the same time, they save 10% each on tuition.

Seating is limited so register today! Please fill our the online registration form and select 10% group discount as the payment option.

Cancellations

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 select the 'Invoice against PO or UVic Journal Entry' option on the registration form. For any questions please call 250-721-6429.

Nonattendance will incur full seminar tuition cost. Participants must attend all program days and fulfil all program requirements in order to receive a Record of Completion

May 3 - 4, 2017
9:00 am – 4:30 pm each day

Vancouver Island Technology Park
Collaboration Centre Conference Room
#2201 - 4464 Markham Street
Victoria, BC V8Z 7X8
Canada

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
Owner/Manager
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

Personal Strategic Planning

Drawing on research from Harvard and Stanford University, in this course you will explore concepts of fulfillment, longevity and living a life of meaning and value. Whether you are transitioning to a new role or industry, moving towards retirement, or wish to simply invest more in yourself and make a significant and positive change, a life well lived is always within our capability.

This workshop provides a forum to take "time out" to explore questions that will help you gain a renewed focus on what is most important and develop a flexible, and immediately implementable, strategic plan to help propel you to where you want to be at this stage of your life.

What You Will Learn

During the course participants will:
  • Align decisions with your values
  • Explore decision tools
  • Uncover/affirm the dreams, values, interests and talents underlying who you are, what you care about and who you want to be and where you want to go next
  • Specify a desired future life plan complete with measurable outcomes, key objectives and action plans, and
  • Develop a network to learn from, support and reinforce personal choices and actions.

Program Content

Second Acts will help you build on your life experiences, knowledge and capabilities to help you create a satisfying personal strategic plan and second act. By tapping into your dreams, passionate interests and talents, you open up new directions and pursuits.

The process includes a series of reflective exercises sequenced to help you identify, capture and affirm personal values, dreams and talents as well as frame and develop a personal vision and supporting action plan. Throughout the process you are encouraged to learn from your own personal reflection as well as from the shared experiences and insights of your fellow participants. This process follows a pattern similar to that used for business strategic planning (if strategic planning is good for an organization, why not for an individual?!) and involves three key phases or segments:

Your Desired Future State

Specification of your aspirations for your life and next stage including your core values, vision and the measures you will use to direct and monitor your progress.

A Gap Analysis

An identification and assessment of the major gaps between your desired future state and your current situation.

Your Action Plan

An action plan, including required implementation supports, for closing the key gaps to be addressed.

Pre-work provided in preparation for the first workshop session will require approximately 4 to 8 hours.
The four weeks in between the initial workshop and the follow up session will provide time for refinement of the work done at the initial day and a half workshop as well as for the development of gap strategies and implementation plans in preparation for the half day follow up session. This work will require approximately 8 hours

Ideally suited to anyone ready for a big change in their life or career, anyone asking:

  • “what’s missing?”
  • “what’s next?”
  • “how do I give back?”
  • ‘I’ve always wanted to ___”,
  • any other variations on the theme of wanting to get one’s life in focus.

Participating with your spouse or significant other is highly recommended. The number of participants will be limited to 30.

Seating is limited so register today!

Course tuition for the Second Acts course includes:

  • lunch and refreshments
  • course materials

Victoria: $1195 plus GST

Team savings

When two or more team members from the same organization register for this program at the same time, they save 10% each on tuition.

Seating is limited so register today! Please fill out the online registration form and select 10% group discount as the payment option.

*Discounts cannot be combined with any other discount or special offer.

Cancellations

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.

Victoria:

May 13 (Part 1) & May 27 (Part 2), 2017

Vancouver Island Technology Park
Collaboration Centre Conference Room
#2201 - 4464 Markham Street
Victoria, BC V8Z 7X8
Canada

Robin Dyke

Robin is a partner and senior consultant with Focused Change International and a recently retired Adjunct Professor at UVic Business. He has held senior executive positions within several industries and his consulting experience includes both the private and public sectors involving start-ups, mergers, turnarounds, creation of high performance organizations and leadership development. Robin is a PacificSport Victoria board member and served as a Venue Chair during the Commonwealth Games in Victoria. He has a MBA from SFU and a BA in industrial psychology and economics from UBC.

“A great opportunity for self-assessment and thinking about planning life activities for the future.”
-Spring 2016 Participant

“This was a great workshop - I could have benefitted from another half day. I loved the questions asked both as preparation ahead and in class. I loved the vision exercise, video, and the tools that I will follow up on going forward. Thank you for putting this together.”
-Spring 2016 Participant

“The development of a personal vision, and a personal strategic plan to move towards that vision, is a powerful exercise that too few people find time to do."
-Spring 2016 Participant