2023 Webinars

It doesn’t matter how great your product is: If your customer service is poor, people will complain about it, and you’ll lose customers.

The good news: It’s not impossible to turn things around. Transforming your customer service from mediocre to great won't happen overnight, though. It requires a serious commitment to meaningful change, a team of rockstar support professionals, and work across the entire organization.

TOPICS AND DATES:

Effective Telephone Communication

Friday, January 20 - 9 am to 12 noon   

Overview:

• Recognize the influence and impact of your conversations with your team
• Strengthen your team through positive interactions
• Introduce first call resolution strategies
• Discover the difference between evaluative vs descriptive communication
• Manage unique and difficult callers

Email Communication

Thursday, February 2 - 9 am to 12 noon  

Overview:

• Recognize the most common errors in workplace email
• Understand the importance of defining message ‘purpose’
• Analyze and comprehend audience needs
• Evaluate best practices in the tone of email messages
• Utilize guidelines for clear writing and plain language  
• Understand the importance of proofreading and apply techniques

The "S" Word (Sales Professional)

Tuesday, March 21 - 9 am to 12 noon     

Overview

• Approaches to selling
• The importance of product/service knowledge
• Knowing your customer
• Understanding the needs and wants of customers
• Building trust

Effective Communication

Thursday, April 6 - 9 am to 12 noon

Overview:

• Adapt to different communication styles
• Identify your listening barriers
• Use effective questioning techniques
• Explain the importance of body language in communication
• Evaluate your active listening                           

Writing for the Workplace

Thursday, May 4 - 9 am to 12 noon

Overview:

• Identify several different formats of business writing
• Understand the various purposes of business documents
• Analyze and comprehend audience needs
• Recognize writing styles used to deliver good and bad news
• Meet expectations for internal and external business writing
• Implement criteria to create clear, accurate, and accessible written documents
• Understand the importance of proofreading and revision and apply techniques

Critical Thinking

Tuesday, June 13 - 9 am to 12 noon        

Overview:

• Critical vs Strategic Thinking
• Developing a critical thinking mindset
• What is Groupthink?
• Decision making – different types
• Building confidence in making decisions

Problem Solving

Tuesday, July 4 - 9 am to 12 noon

Overview:

• Identify methods for finding root cause of problems
• Describe different processes for making decisions
• Make decisions to accomplish well-defined tasks in the workplace
• How to respond to challenging situations

Emotional Intelligence

Tuesday, August 15 - 9 am to 12 noon    

Overview:

• Assess personal Emotional Intelligence (EI)
• List the characteristics that make up EI
• Identify gaps in your own EI
• Recognize myths and realities of Emotional Intelligence
• Describe how thoughts, feelings, and behavior relate to EI

Teamwork Makes the Dreamwork

Wednesday, September 13 - 9 am to 12 noon   

Overview:

• Teams vs groups
• Benefits of teams
• Stages of team development
• Improving self awareness
• Reducing conflict, improving productivity

Boosting your Social Intelligence

Tuesday, October 24 - 9 am to 12 noon  

Overview:

• Explore Social IQ and Emotional IQ
• Assess ability to read body language
• Discover how empathy impacts social IQ
• Take another’s perspective concerning to situations, learn from past experiences
• Apply learning to the changes in social interactions

What's Empathy got to DO with it

Friday, November 17 - 9 am to 12 noon  

Overview:

• How to work with your thinking and feeling muscles
• Define empathy
• Using empathy
• Can we teach empathy
• How does empathy fit with trust
• The HOW of empathy

The 3M's

Tuesday, December 5 - 9 am to 12 noon            

Overview:

• Performance management
• Change management
• Time management              

Registration:

Individual Member pricing:

• $69 - per webinar
• $600 – attend all 12 webinars

Individual Non-member pricing:

• $129 – per webinar

Member Group Pricing:

Is your team looking for a group pricing structure to attend our 2023 Webinar series?

• Attend all 12 webinars for a group member pricing of $4000. Your group size should not exceed 10 team members per webinar.
• Attend 6 webinars for a group member pricing of $2500. Your group size should not exceed 10 team members per webinar.

For other pricing options, contact the MCCA office at bruce@mcca.mb.ca.