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:
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.
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