Offered by our partner MTEC - March - Manitoba Customer Contact Association

Offered by our partner MTEC - March

Professional Telephone Skills
Date: Thursday, March 12, 2020
Time: 9:00am-12:00pm
Length: 3 hours
Location: MTEC
Description:

Telephones are used extensively, by customers and suppliers, to conduct business and gather information. The person who answers the telephone creates an impression of the business and sets the tone. This first contact is a vital link in the communications chain. Take-away support material is provided and participants receive a certificate of recognition.

Topics Covered - Create a positive memorable moment over the phone - Develop effective communication patterns - Identify and prevent barriers in communication - Effectively handle different callers - Overcome objections and effectively negotiate with customers - Balance multiple calls while at the same time serving face to face customers 

To register for this event please email Carmen@mcca.mb.ca no later than March 5, 2020.


Cultural Considerations in the Workplace - Half Day
Date: Tuesday, March 17, 2020
Time: 1:00pm-4:00pm
Length: 3 hours
Location: MTEC
Description:

This training is designed to educate your employees in the tourism industry on the multi-cultural and diverse population of Manitoba. The need to build cultural sensitivity and awareness is vital to your organization because it will open the doors to communication, customer service and growth.

Topics Covered - Current immigration demographics impacting Manitoba - Learn your personal biases, values and assumptions and how it relates to cultural sensitivity - Positive impact of cultural sensitivity in building teams, everyday conversations, and in customer service - Communicating and interacting with multiple cultures.

To register for this event please email Carmen@mcca.mb.ca no later than March 10, 2020.


Succession Planning-Who Will Run Your Business When You Can't
Date: Wednesday, March 18, 2020
Time: 1:00pm-4:00pm
Length: 3 hours
Location: MTEC
Description:

You may be a strong leader or working with a strong leader. When a strong leader "IS THE BUSINESS", it can be impossible to be away from the business, even for a short time.  Every business has a "Key Person" - usually the person who has the keys. How do you break free from being the business?  It starts with a short term succession plan for something as simple as an extended vacation and may involve something longer term. This session is a combination of Succession Planning and Risk Management for business owners, key management personnel, or employees that you would like to prepare to become managers . It includes a process for how to create and implement a short term succession plan, giving you the time away from the business and reducing the risk to the business.

To register for this event please email Carmen@mcca.mb.ca no later than March 11, 2020.


Presentation Skills-Getting Your Message Across With Confidence
Date: Tuesday, March 24, 2020
Time: 9:00am-12:00pm
Length: 3 hours
Location: MTEC
Description:

Do you fear speaking in front of others? This workshop will help develop your confidence as a presenter who leaves lasting, positive impressions! Whether you are speaking with your frontline staff or sharing your ideas to colleagues in a staff meeting, you will learn the fundamental skills to speak confidently in front of any audience. Discover techniques to improve oral communication skills and get your message across with what works best for you. Learn to avoid common communication traps that detract from your message and keep the audience engaged. Overcome your fear and get your message across with confidence!

To register for this event please email Carmen@mcca.mb.ca no later than March 17, 2020.


Developing a Policies and Procedures Manual
Date: Friday, March 27, 2020
Time: 9:00am-12:00pm
Length: 3 hours
Location: MTEC
Description:
Policies and Procedures are the missing ingredient in most businesses recipe for success. When you want to grow your business, increase your consistency, create a succession plan, smoothly handle turnover and transitions, outlast your competition, increase your teams’ engagement, and have the ability to stay ahead of faster cycle times in business. 80% of businesses don’t have detailed policies and procedures and 80% of businesses fail in the first two years. You will learn how to figure out what policies your business needs – and how to write effective business procedures. 

To register for this event please email Carmen@mcca.mb.ca no later than March 20, 2020.


The Math of Financial Statements
Date: Tuesday, March 31, 2020
Time: 1:00pm-4:00pm
Length: 3 hours
Location: MTEC
Description:

The class will discuss the content and structure of Balance Sheets and Income Statements; consider Assets and Liabilities, Revenue and Expense. We will complete an exercise to build these standardized measuring sticks of business activity and also perform mathematical analysis on completed statements to assist in understanding their value to business owners, executives and interested third parties. 

To register for this event please email Carmen@mcca.mb.ca no later than March 24, 2020.


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