Key Topics
▪ Elements of a recognition
culture
▪ Ways to recognize staff
▪ Implementing a recogni-
tion program
▪ Communication tech-
niques
▪ Recognition as part of
performance management
Key Topics
Types of customers
Living with a disability
What are disabilities
Human Rights Code
AODA compliance
Service animals
Responding to service
complaints
▪ Creating an action plan
▪
▪
▪
▪
▪
▪
▪
Key Topics
Effective communication
Communication styles
Needs and values
Building rapport
Active Listening and
questioning skills
▪ Respectful conflict resolu-
tion
▪ Managing emotions and
stress
▪
▪
▪
▪
▪
Key Topics
Group dynamics
Problem solving process
Decision making
Identifying problems
Root cause analysis
Determining solutions
criteria
▪ Applying a problem solv-
ing and decision protocol
▪
▪
▪
▪
▪
▪
Learning Outcomes
▪ provide effective
recognition
▪ developing a proactive
management style
▪ using recognition as a
strategic tool
Learning Outcomes
Participants will be able to
provide AODA compliant
service.
This is a half-day seminar.
Learning Outcomes
▪ understanding the
communication process
▪ assessing needs and
values
▪ effectively dealing with
emotions
▪ practicing clear and
direct communication
Learning Outcomes
In this interactive session,
participants will be able to
apply a process and use
tools which clarify, analyze,
and generate solutions to
solve challenges in the
workplace.
Key Topics
▪ What is discipline?
▪ Strategies to manage
performance
▪ When to discipline
▪ Documentation
▪ Communication
strategies
▪ Applications
▪ Progressive discipline
▪ Interviewing
Key Topics
▪ Being direct in conversa-
tion
▪ Confidence building
▪ Visualization of outcomes
▪ Build rapport
▪ Active listening
▪ Helpful phrases and “I”
statements
▪ Setting priorities
Key Topics
▪ Characteristics of
effective meetings
▪ Roles and responsibilities
▪ Facilitating group input
▪ Reaching a consensus
▪ Developing agendas
▪ Establishing agreements
on meeting ground-rules
Key Topics
The power of change
Understanding yourself
Setting goals
Planning
Organizing your work-
space
▪ Organizing files
▪ Managing workload
▪
▪
▪
▪
▪
Learning Outcomes
Participants will leave this
session with a solid
foundational knowledge of
proper documentation of
discipline and alternatives
to formal disciplinary
action.
Learning Outcomes
▪ state wants and needs
clearly
▪ gain confidence and
resourcefulness in tense
situations
▪ reduce self-defeating
thinking
Learning Outcomes
▪ participate in and lead
meetings with greater
skill
▪ resolve issues efficiently
▪ ensure constructive par-
ticipation by attendees
▪ apply concepts to a vari-
ety of meeting types
Learning Outcomes
▪ tame work spaces
▪ organize work
▪ prioritize effectively
6