Client

Projects

Responding to the Challenging Customer Service Issues

Program Agenda - Full Day

The goal is to empower participants with the skills and strategies necessary to effectively resolve workplace conflicts. This training focuses on enhancing their ability to communicate and respond constructively to challenging customer interactions. Participants will learn techniques for identifying the root causes of conflicts, fostering a collaborative environment, and employing active listening skills to understand different perspectives.

Through practical exercises and role-playing scenarios, attendees will gain confidence in managing difficult conversations and developing solutions that benefit both the organization and the customer.

Ultimately, this training aims to create a more harmonious workplace and improve overall customer satisfaction.

• Opening Comments

• Understanding Conflict: Explore the Sources and Its Impact

• Core Principles of Conflict Resolution: Learn Key Strategies and Techniques

• Effective Communication Skills: Mastering Active Listening and Empathetic Responses

• Framework for Responding: Crafting the Right Response in Difficult Situations

• Applying Knowledge: Interactive Case Study Responses

Management Training

Program Overview - Full Day

This training is focused on sharing best practices and acquiring a toolbox of ideas for your day-to-day operational activities.

• Recruitment
  Identifying the right talent is essential for building a strong team that aligns with our values and mission.

• Interviewing
  Conducting effective interviews helps ensure we assess candidates accurately and select those who will thrive in our environment.

• Qualifying
  Establishing clear criteria allows us to evaluate candidates consistently, ensuring a fair and streamlined process.

• Onboarding and Orientation
  A comprehensive onboarding experience integrates new hires smoothly into the organization and enhances their engagement from day one.

• Retention
  Fostering a supportive workplace culture is crucial for keeping talent engaged and committed to the success of Belmont Properties.

Recognizing differences between the Vancouver and Victoria markets, we explored commonalities and ways to support each other.

Conflict Resolution - 101

Program Overview - Full Day

This training focused on equipping participants with skills and tools for effective conflict management in professional settings. Key activities included exploring conflict resolution strategies and practicing communication techniques to encourage productive dialogue.

Key Concepts

• Expectations & Triggers

  • Setting Expectations: Communicating clear expectations to prevent conflicts.

  • Recognizing Triggers: Identifying emotional triggers for thoughtful responses rather than reactive ones.

• Drama Triangle

  • Roles: Understanding how individuals may embody Victim, Villain, or Hero roles and strategies for moving toward constructive engagement.

• Circle of Resolution

  • Assertion: Expressing needs and boundaries without blame.

  • Curiosity: Engaging in open dialogue to understand others' perspectives.

  • Empathy and Understanding: Acknowledging feelings to foster connection.

• Active Listening

  • Attentiveness: Focusing fully on the speaker.

  • Empathy: Valuing the speaker’s feelings and viewpoints.

  • Open Questions: Encouraging deeper dialogue through thoughtful inquiries.

• Conflict Management Styles

  • Competing: Quick action in emergencies.

  • Collaborating: Building relationships for win-win outcomes.

  • Avoiding: Cooling-off when emotions run high.

  • Accommodating: Prioritizing relationships over winning arguments.

  • Compromising: Finding middle ground under time constraints.

Strategies for Success - Managing Tenant Relationships

Program Overview - Full Day

This training session emphasized the essential skills and knowledge necessary for becoming a successful team player in property management. Participants were engaged in discussions that highlighted effective communication strategies, the importance of active listening, and the value of empathy in team interactions.

Additionally, the training covered conflict resolution techniques that are crucial for maintaining a harmonious work environment. Each participant left with practical insights that can be applied directly to their roles within property management teams.

Areas of Focus

• Communication Skill Sets – Listening, Questions, Empathy, Assertiveness
  Effective communication is crucial in fostering positive tenant relationships and ensuring their needs are met.

• Explore Expectations
  Understanding the differing expectations of tenants can help managers anticipate potential issues and address them proactively.

• Positive vs Negative Language
  Utilizing positive language can create a more welcoming atmosphere, while negative language can escalate tensions and misunderstandings.

• Understanding Conflict
  Recognizing the sources of conflict within the tenant experience allows managers to navigate and address disputes effectively.

• Hot Buttons or Triggers
  Identifying specific triggers can help managers mitigate situations before they escalate, promoting a more harmonious environment.

• Resolution Model and Practice
  Implementing a structured resolution model provides a clear framework for addressing tenant concerns and disputes consistently.

• Strategies for Responding to Challenging Conversations
  Equipping managers with effective strategies can enhance their ability to manage difficult conversations and improve tenant satisfaction.The Work / Life Balance – Managing Stress 

Conflict Resolution

Program Overview - Two Half Days

We hosted comprehensive training sessions tailored for coaches, managers, and leaders at Langley Gymnastics. These sessions were designed to enhance skills, foster professional growth, and improve team dynamics.

• Welcome, Introductions, and Objectives: We began with a warm welcome and detailed introductions to set clear goals for our training.

• Clarifying Roles: Participants gained an understanding of the distinct roles of Coach, Manager, and Leader, which helped them better navigate their responsibilities and effectively impact their teams.

• Discussing Expectations: We set and aligned expectations to ensure everyone was on the same page, contributing to a more efficient and harmonious work environment.

• Introduction to Conflict: Participants learned about the fundamentals of conflict, its sources, and its impacts on team dynamics.

• Conflict Management Styles: We explored various conflict management styles and identified which ones best suited different situations to handle disputes constructively.

• Communication Skills: Our sessions enhanced communication abilities, enabling participants to articulate ideas clearly, respond to feedback positively, and engage in meaningful dialogues.

• Responding to Challenging Situations: Participants were equipped with strategies to handle challenging situations gracefully and effectively.

• Gaining Perspective through Case Studies: We dived into real-life case studies that provided insights into handling complex scenarios within the gymnastics setting.

• Developing an Action Plan: Each participant created individual and team action plans to apply what they had learned in practical, impactful ways.

Our sessions were interactive, engaging, and provided practical skills and insights that can be immediately applied to enhance coaching and management effectiveness.

Conflict Resolution Training for Construction Supervisors

Introduction to the Importance of Conflict Resolution in Construction:

The construction industry, known for its dynamic projects and diverse teams, requires robust conflict resolution skills to navigate the complexities of the workplace. Effective conflict resolution is essential for maintaining project timelines, fostering team cohesion, and ensuring client satisfaction. It empowers supervisors to address disputes proactively, keeping projects on track and relationships strong.

Training Overview:

Our specialized training session provided North construction supervisors with the necessary tools and techniques to effectively manage conflicts within their teams and with clients. Tailored to the unique demands of the construction industry, this training emphasized practical strategies and real-world applications.

Key Areas of Focus:

Setting and Managing Expectations: Clarifying and identifying expectations is crucial both internally among team members and externally with clients. This involves open communication to establish clear, achievable goals and responsibilities, ensuring everyone is aligned from the start. By understanding the expectations of each other on the job, teams can work more cohesively, prevent misunderstandings, and enhance project efficiency. Similarly, clear expectations with clients foster trust and satisfaction, laying the foundation for successful project outcomes.

Triggers or Hot Buttons: Being aware of triggers or 'hot buttons'—personal or situational factors that can disrupt one's focus during conflicts—is vital. Recognizing these triggers allows individuals to remain present and engaged, facilitating constructive conflict resolution and preventing the escalation of issues.

Conflict Management Styles: Exploring various approaches to conflict resolution and their applicability.

Recognizing Unconscious Biases: Awareness of implicit biases that affect decision-making and interactions.

Assertiveness, Paraphrasing, and Summarizing: Techniques for clear, respectful, and effective communication.

Three Point Resolution Model: A structured approach to resolving conflicts efficiently.

Navigating Anger Mountain and Diffusion Techniques: Strategies for de-escalating emotional responses.

Case Study Analysis: Practical application of learned skills through examination of real-life scenarios.

Conflict Resolution Training

Session Objectives:

1. Establish foundational understanding of the conflict resolution process.

2. Investigate the roles we often adopt during conflicts.

3. Foster healthy interactions via transparent and candid communication.

Session Overview:

This session brought together members from various sectors of the Canim Lake Band educational system, including elders, early educators, and educational assistants. The aim was to deepen their understanding and refine their communication strategies for handling conflicts, both within the team and in interactions with parents and the community.

Drama Triangle

• Introduction to the Drama Triangle: Victim, Villain, and Hero roles

• Discussion on transitioning from disempowering to empowering roles

Management Styles

• Overview of the five conflict management styles

• Focus on how these styles influence workplace dynamics

Communication Skills

• Essentials of Active Listening, Assertiveness, and Empathy

• Emphasis on their importance in resolving conflict

Gaining Insight

• The role of Emotional Intelligence and Self-Awareness in conflict resolution

• Identifying personal triggers and emotional responses

Resolution

• Key steps for effective conflict resolution

• Summary of actionable takeaways for future conflict scenarios

Bylaw Officer Training

Conflict Resolution Training for Patrol and Enforcement Officers

Bringing Together Officers from Various Departments:

We organized a comprehensive conflict resolution training session, uniting officers from diverse departments involved in patrol and enforcement. The aim was to facilitate a productive discussion about the challenges and opportunities they encounter while serving their district and community.

Training Objectives:

The training was designed to cover a range of objectives to enhance the officers' understanding of conflict resolution and equip them with practical skills for managing challenging situations. The key objectives included:

1. Delving into Conflict Resolution Theory: Participants gained a solid understanding of the fundamental concepts and principles underlying conflict resolution, enabling them to apply these theories in real-life situations.

2. Uncovering Triggers or Hot Buttons: The training helped officers recognize and manage their own emotional triggers, as well as those of the people they interact with, promoting a more empathetic and effective approach to conflict resolution.

3. Identifying Conflict Styles: Officers explored different conflict styles, learning to adapt their approach based on the specific situation and the individuals involved.

4. Exploring Motivation and Resiliency: The training session emphasized the importance of motivation and resilience in navigating challenging situations, providing officers with strategies for maintaining a positive mindset and bouncing back from setbacks.

5. Enhancing Communication Skills: Participants honed their communication skills, focusing on active listening, empathy, and clear expression of thoughts and concerns. This allowed them to better understand the perspectives of others and reach mutually beneficial resolutions.

6. Practicing Responding to Challenging Situations: Officers engaged in role plays and scenario-based exercises, allowing them to apply the skills and concepts learned during the training in a controlled environment. This hands-on approach helped build their confidence in addressing real-world conflicts effectively.

By addressing these objectives, the conflict resolution training aimed to empower patrol and enforcement officers with the knowledge and tools necessary to navigate the complexities of their roles, fostering more harmonious interactions with the community they serve.

International Brotherhood of Electrical Workers

Customer Experience and Conflict Resolution Training for IBEW, Electrical Joint Training, and Welfare and Pension Offices

Bringing Together Key Teams for Collaborative Learning:

The IBEW, Electrical Joint Training, and Welfare and Pension offices joined forces to share ideas, enhance communication skills, and strengthen team cohesiveness. The training consisted of two half-day sessions designed to cover essential aspects of customer experience and conflict resolution.

Objectives of the Training Sessions:

The comprehensive training aimed to address several key objectives, equipping participants with valuable insights and practical skills to deliver outstanding customer experiences and navigate challenging situations.

1. Understanding the Difference between Service and Experience: Participants explored the distinctions between providing a service and delivering a memorable experience, learning the importance of going beyond basic service expectations.

2. Examining Components of Today's Experience Economy: The training delved into the elements that shape the modern experience economy, helping participants understand the factors that influence customer expectations and satisfaction.

3. Determining Internal and External Expectations: Participants learned to identify and manage both internal expectations within their teams and external expectations from customers, ensuring a cohesive and customer-centric approach.

4. Exploring Personal Communication Styles: The training encouraged participants to reflect on their communication styles, recognizing their strengths and areas for improvement to promote more effective interactions.

5. Practicing Effective Listening, Empathy, and Assertiveness: Participants honed their listening, empathy, and assertiveness skills through practical exercises, empowering them to build rapport, understand diverse perspectives, and communicate their needs clearly and respectfully.

6. Exploring Components of Conflict Resolution: The sessions covered essential aspects of conflict resolution, providing participants with a solid foundation for navigating and resolving disputes effectively.

7. Applying Resolution Techniques to Job-Related Scenarios: Participants engaged in role plays and scenario-based exercises, practicing the application of conflict resolution techniques in situations relevant to their job roles. This hands-on approach helped build their confidence and competence in addressing real-world challenges.

Through these comprehensive training sessions, the IBEW, Electrical Joint Training, and Welfare and Pension offices aimed to foster a collaborative, customer-focused environment, equipping their teams with the skills and knowledge necessary to excel in the experience-driven economy.

St Paul’s Hospital

Elevating the Patient Experience

Providence Health Care, a Catholic health care community encompassing St. Paul's Hospital, is dedicated to meeting the physical, emotional, social, and spiritual needs of those they serve. They achieve this through compassionate care, teaching, and research, striving to provide a holistic approach to healing.

Promoting Teamwork and Enhancing Patient Care Skills:

To further enhance the patient experience at St. Paul's Hospital, a series of training sessions were organized, aimed at promoting teamwork and honing the skills necessary for delivering exceptional patient experiences. The training included a variety of interactive and engaging activities, focusing on:

1. Discussing Expectations from Various Perspectives: Participants explored the diverse expectations of patients, their families, and the hospital staff, gaining a deeper understanding of the needs and desires of each group.

2. Patient Journey Mapping for a Holistic View: The training involved creating a detailed patient journey map to visualize each touchpoint in the patient experience. This comprehensive view allowed participants to identify areas for improvement and ensure a seamless, compassionate care process.

3. Reviewing Significant Touchpoints Affecting Patient Experience: The sessions highlighted key touchpoints in the patient journey that have a significant impact on their overall experience. Participants discussed ways to enhance these critical moments, ensuring that each interaction contributes to a positive patient experience.

4. Building Essential Communication Skills: The training focused on developing effective listening, questioning, and empathy skills, equipping staff with the tools needed to better understand and address patient concerns. By improving communication, they can provide more personalized and attentive care.

Through these comprehensive training sessions, St. Paul's Hospital continues to invest in its staff's professional development and uphold its commitment to providing exceptional patient experiences. The hospital's emphasis on teamwork, communication, and empathy is a testament to its dedication to holistic, compassionate care.