Administrative Professional - Manitoba Customer Contact Association

Administrative Professional

Topics


Conducting Effective Meetings

Successful meetings have a clear purpose and are conducted with effectiveness and efficiency in mind. In this session we will discuss the difference between efficient and effective. You will walk away with tools and strategies to achieve both. Explore what is required prior, during and following the meeting to ensure everyone's voice can be heard. Meetings shouldn’t be where productivity goes to die. If you’re doing meetings right, they are where “real work” gets done.

For more information contact [email protected]


Conflict Navigation

Learn how to navigate turbulent times and explore the symptoms and causes of team conflict using social awareness and emotional intelligence. Explore conflict management styles and learn how to use them strategically.

For more information contact [email protected]


Creating a Healthy Environment at Work

We know that happy employees create happy customers. Providing the skills for work life balance and creating an environment that is safe, empowering, and satisfying will keep your staff happy, present, and engaged. We are thrilled to offer strategies for maintaining control through simple chair yoga exercises and mindful meditations.

For more information contact [email protected]


Customer Service Professional

Customer Service Professional Training provides participants with a firm foundation in the standards and strategies for success within the customer service/customer enhancement industry. This 2 day course promotes self-reflection on existing behaviours and outlines best practices and strategies for communication, including tactics for both handling and understanding difficult customers. 

For more information contact [email protected]


Dealing with Difficult People

The truth is that people are unpredictable. When we come across people we find challenging to interact with we often find ourselves in a state of judgment.  In this session, we focus on approaching these interactions with curiosity instead of judgment. Learn strategies for interacting with those we find tricky to work with and take away new insights for maintaining control in uncomfortable situations.

For more information contact [email protected]


Delegation

In our fast-paced business and personal lives, most of us find ourselves faced with more work than time to do it. For organizational leaders, this trend is amplified as organizations struggle to do more with fewer resources. While there are a wide variety of strategies we could discuss to manage this trend, this session puts the focus on how to use effective delegation.

For more information contact [email protected]


Developing Personal Accountability 

Being personally accountable means owning situations you’ve been a part of. This means taking responsibility for the outcome, whether it is good or bad, and doing your best to rectify the situation. In this session, we will look at the behaviours that demonstrate personal accountability, earning you a reputation among coworkers and leadership as someone of integrity and who is trustworthy. 

For more information contact [email protected]

Effective Emails

Have you noticed that in this great epoch of technology and communication we are lacking effective communication and especially etiquette?  Learn tips and tricks on how to get what you need from your email conversations. We provide the essential rules for more effective communication in your emails and texts. “Are your elbows on the table?”

For more information contact [email protected]


Elevated Communication

Help build trust in our organization through elevated communication techniques. Create clarity for internal and external customers, discover the power of questioning techniques, analyze various barriers to effective communication and explore the crucial component of body language.

For more information contact [email protected]


Emotional Intelligence

Emotional Intelligence is the ability to manage ourselves and our relationships effectively by identifying, assessing, and managing the emotions of oneself, others, and groups. In this workshop, we explore the key components of emotional intelligence: Self-Awareness, Self-Management, Social Awareness, Internal Motivation and Social Skills. 

For more information contact [email protected]


Facilitation Skills

One of the most important set of skills for team leaders, managers, trainers, indeed anyone who has a need to present information or host a meeting, are facilitation skills. These are the "process" skills we use to guide and direct key parts of our work with groups of people. Take your next meeting to a more engaging level with this session.

For more information contact [email protected]


Influence the Skill of Persuasion

Influence is the ability to personally affect the actions, decisions, opinions, or thinking of others. Ultimately, influence allows you to get things done and achieve desired outcomes. In this session, we will explore influencing tactis and strategies to help you gain genuine commitment from others for you to accomplish key goals and tasks.

For more information contact [email protected]


Interpersonal Skills

In many organizations, employees with strong interpersonal skills are valued for their pleasant demeanor and positive, solution-oriented attitude. These employees are seen as team players, who work well with others to achieve a goal. Interpersonal skills are strongly linked to a knowledge of social expectations and customs, people with the strongest interpersonal skills adjust their tactics and communications on the fly depending on the reactions of others. In this session, we will look at 10 of the skills most desired by employers. 

For more information contact [email protected]

Making Better Decisions

Every day we are making all sorts of decisions; some with long lasting consequences. This session looks at how to increase our ability to make more effective decisions… well. Often, we are making decisions based off symptoms of the problem and fail to find the root of the issue. Here we will look beyond the obvious, learn to seek alternatives, and evaluate the plan.

For more information contact [email protected]


Managing Your Time

Good time management helps you to work smarter not harder. This session will aid you in understanding where your time leaks are and how to put a stop on wasted time.

For more information contact [email protected]


Negotiation

Negotiation is not something to be avoided or feared – it’s an everyday part of life. Any time people are communicating and there are different goals in mind negotiation is happening. Understand negotiation behaviours and learn strategies to create value in your interactions.

For more information contact [email protected]


Problem Solving and Decision Making

This session explores a variety of decision making and problem-solving techniques that will encourage you to move outside your habitual thinking style, and help you gain a more rounded view of the situation, enabling you make informed choices after considering multiple factors.

For more information contact [email protected]


Setting Priorities

Priorities will guide you in life's decisions and keep you on track. Most importantly, priorities will give you the confidence to say "no." Incorporate new practices to extend your planning horizon and maintain your momentum.

For more information contact [email protected]


Social Intelligence

You may have heard it said that your IQ will get you the interview and your Social IQ will get you the job. Developing Social IQ is one of the greatest qualities of any trustworthy leader. Boosting your Social IQ will allow you to be more effective in handling challenging situations, growing trust in your teams and lead with quiet dignity. This session looks at how you can boost your Social IQ and have better communication in your workplace, volunteer capacities, communities, and homes.

For more information contact [email protected]


Telephone Etiquette

Increasingly business communications are done through chat, email, and text. Your customers love to have options when it comes to contacting you and many still choose the telephone. Having great telephone etiquette sets you apart and lets your customers know they are heard. In this session, we examine the techniques for great telephone communication including the importance of words, tone, and even body language.

For more information contact [email protected]


Writing for the Workplace

Business writing is a type of writing that seeks to elicit a positive business response. It's a purposeful piece of writing that provides relevant information to help a reader know something or do something. In this session, you will learn the basics of several types of business documents and steps to ensure your writing fits standard criteria and is substantive, clear, correct, and easy to scan.

For more information contact [email protected]


THINK, a division of MCCA, was established to meet the growing demands of our customers. Over twenty years ago, we began delivering quality training for the Customer Contact Centre Industry. Our reputation for developing engaging and effective training is recognized by a variety of industries and the demand for our services continues to grow. We believe all organizations benefit from investing in continuing professional and personal development opportunities.

Let us help you and your team - connect with knowledge.

Manitoba Excellence in Customer Contact Achievement Awards
February 24, 2022

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