Leadership Development - Manitoba Customer Contact Association

Leadership Development

Topics


3Ms – Change, Performance & Time Management

This session is a blended approach of performance, change and time management. See how you and your team can improve organizational effectiveness with the 3Ms.

For more information contact [email protected]


Thinking Hats - An Approach to Problem Solving

Six Thinking Hats is a simple, but powerful, thinking process that helps people be more productive, focused, and mindfully involved. Each hat represents a different way of thinking which provides an opportunity to look at a problem from six different ways. In this session, we look at a real problem identified by the group and put in to practice the 6 Hats Thinking for solutions.

For more information contact [email protected]


7 Sacred Teachings - Guiding Principles for Leadership

This 8-part series is designed for leaders with a focus on collaboration towards return to Indigenous values through the 7 Sacred Teachings. Each session will provide insight on how to use these teachings as guiding principles in leadership.

For more information contact [email protected]


Authentic Leadership - Becoming a Leader People Want to Follow

Ethics, power, and communication are just some of the traits it takes to be an authentic leader. Most people want to know the work they do makes a difference in the world.  This session opens the concepts of authentic leadership and why we should care about becoming a leader people want to follow.

For more information contact [email protected]


Boost Your Social IQ

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]


Building Better Supervisors Series

Building Better Supervisors targets individuals who have either recently become supervisors or are targeted to become supervisors, and also serves as a great refresher for seasoned supervisors. Participants will develop an understanding of the attributes of an effective coach and processes for coaching employees to peak performance, while learning to establish performance benchmarks and the necessary supports that will help employees be clear about what is expected.

For more information contact [email protected]


Building Better Leaders Series

Building Better Leaders training is designed to develop innovative, effective and inspiring business leadership. The coursework examines how key leadership skills and behaviours impact employees, customers and organizational results. Learn how to use leadership behaviour to build trust and begin crafting your leadership vision to inspire others.

For more information contact [email protected]


Building Trust

Nothing is as fast as the speed of trust. Building trust in your organization will allow you to see higher productivity while lowering costs. Examine the power of trust with your employees and customers.

For more information contact [email protected]


Certificate in Applied Management

This Industry certification offered in partnership with University of Manitoba, Extended Education gives access to those interested in future growth as leaders in customer service management. You will gain the knowledge to become an effective leader and the fundamentals in contact centre operations and customer relationship management.

For more information contact [email protected]


Civility at Work

Combining social radar and savvy communication will help us lead out with civility at work. This session introduces the foundations of civility while combining the characteristics needed to develop our leadership skills. We will look at what it takes to increase civility in the workplace and the real quantifiable power of boosting Civility at Work.

For more information contact [email protected]


Coaching and Feedback

Emotional Intelligence and social awareness are keys to a cohesive work environment. Explore the power of empathy and how to use emotional intelligence with our internal and external customers. “Empathy is… seeing with the eyes of another, listening with the ears of another, and feeling with the heart of another.” ~ Alfred Adler

For more information contact [email protected]


Coaching for Performance Improvement

When employees are not meeting expectations, they need their leaders to help guide them to success.  We will look at setting SMART goals, creating development plans, using coaching forms and defining a process for holding productive coaching conversations.

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] 


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 is 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]


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] 


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]


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]


Employee and Customer Engagement

Dive in with us and swim your way to higher retention and improved customer service excellence through these interactive and engaging sessions. The FISH! Philosophy helps make the ordinary extraordinary through the practices of Choose Your Attitude, Play, Make Their Day, and Be There.

For more information contact [email protected]


Employee Enablement

Take employee engagement to the next level! Some organizations will focus on employee engagement without giving emphasis to employee enablement. Develop your team by empowering them with the right tools and opportunities to deliver quality results. This session talks about the ‘how’ with Employee Enablement.

For more information contact [email protected]


Exploring Culture and Diversity

“When employees respect each other and get along in the workplace, it’s amazing how productivity increases, morale increases, and employees are more courteous to customers.” – Maureen Wild.

Take a look at what culture and diversity mean and how creating a corporate climate of respect and understanding can improve your bottom line.

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]


How Workplace Culture Relates to Performance and Results

If you don’t have the right corporate culture in place, you won’t achieve your performance goals, no matter how much time and money you spend. Join us as we discuss the importance of workplace culture and how it relates to performance and results.

For more information contact [email protected]


leadHERship - Annual Event 

leadHERship - delivering programs that bring women together to collaborate in the development of their leadership skills and create positive change in the future of women's leadership.

Our annual event encourages women in leadership positions to share their experiences with challenges faced by women on their journey to leadership.  This event blends thought provoking discussions, energizing activities and networking opportunities. 

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]


Management vs. Leadership

Walk away with an understanding of the importance of balancing tasks, process, and people to achieve organizational and professional success. In this session you will assess your leadership style, discuss core leadership and professional competencies, and conduct a SWOT analysis.

For more information contact [email protected]


Managing Employee Performance

The fundamental goal of performance management is to promote and improve employee effectiveness. It is a continuous process where leaders and team members work together to plan, monitor and review work objectives or goals and their overall contribution to the organization.

For more information contact [email protected]


Maximizing Your Investment Series

Maximizing Your Investment training outlines best practices for creating both a healthy organizational environment and coaching dynamic that will help keep your employees happy, and ensure you see a return on your recruitment investment. The coursework covers setting SMART goals, creating development plans and strategic responses to employees who aren't meeting expectations.

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]


Performance Management

Your employees need to clearly understand what you expect of them. Create an engaged workforce by helping employees meet organizational goals through performance expectations, coaching, and appraisals. Define how you communicate work instructions, monitor progress, provide feedback, and guide employee career development.

For more information contact [email protected] 


Platinum Rule – Taking Communication to a Higher Level

Most of us were taught the Golden Rule when we were young which states “Treat others the way we want to be treated”. The only problem is we don’t all want to be treated the same. The Platinum Rule helps us to understand different communication styles so we can take our conversations to a higher level.

For more information contact [email protected]


Problem Solving

Albert Einstein said, “If I had an hour to solve a problem, I’d spend 55 minutes thinking about the problem and 5 minutes thinking about solutions.” In this 3 part course, we create opportunities to explore real life problems and help develop an action plan to see it through.

For more information contact [email protected]


Qualities of an Effective Leader

In this session, we look at the qualities that make a great leader. Research shows that integrity is one of the top things employees want from a leader. Learn how to better support your team and build their trust while looking to the future. 

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]


Teamwork Makes the Dream Work

A team is not a group of people who work together, it is a group of people who trust each other - Simon Sinek

Define the characteristic of a team and the benefit of creating cohesive teams. Identify the stages of team development and use a three-stage process to resolve conflicts.

For more information contact [email protected]


Train the Trainer Series

Are your trainers achieving the desired results? Adults have different learning expectations. This course explores the fundamentals of adult learning to help develop your understanding of how to create training programs that allow the adult learner to be successful and further enhance their training skills.

For more information contact [email protected]


Turning Around Undesirable Behaviour

Bad behaviour at work can be costly to the company as well as the other team members. Learn to identify, prevent, and release toxic workplace behaviours. See how you can take undesirable situations and turn them in to learning opportunities.

For more information contact [email protected]


Vision, Mission and Values

Every company has vision, mission, and values statements. Learn how to connect these statements with your role while helping your team understand their vital part in the success of your organization.

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.