CONTRACT TRAINING Professional Development

Professional Development

Professional Development Courses

Successful Communication Under Pressure - with Julia King Tamang

December 11, 2012
9:00 am - 4:00 pm
Cost: $149

COTR Gold Creek Campus, 1305 - 24th Avenue South, Cranbrook

includes refreshments, lunch and materials

Difficulty communicating when you feel stressed or upset? Nothing undermines relationships and productivity at work and at home like communication gone amok. But keeping communication on track in times of conflict is a specialized skill. This training will give you the basis of skill under pressure--valuable in every situation. Invest a day focusing on this skill set and reap rewards for decades to come. Send your staff and raise their collective skill set. Come with your significant other and have a guaranteed practice partner.

Leading the Way in Customer Service & Retention - with Julia King Tamang

TBA 2013
9:00 am - 4:00 pm
Cost: $149

COTR Gold Creek Campus, 1305 - 24th Avenue South, Cranbrook

includes refreshments, lunch and materials

Don't make me take a customer service class! It sounds so boring!

It won't be. If you're an employee who has direct contact with customers (or if you manage people who do) exceptional customer service skill is the difference between a day at work and a GREAT day at work. In the downturn economy, customer service is one of the key factors that protects your brand and increases profits. An employee with exceptional customer service skills anticipates, solves and even leverages problems to create higher levels of customer satisfaction and retention. What does it take to increase the quality of customer service company-wide? What do professional customer service representatives know that the rest of us need to know? In the year 2012, what does customer service mean that it didn't mean before? The one with the most customers wins-you want this class! Bonus - you will receive 25 Low Cost Strategies for Better Customer Service.

Change Management - with Julia King Tamang

TBA 2013
9:00 am - 4:00 pm
Cost: $149

COTR Gold Creek Campus, 1305 - 24th Avenue South, Cranbrook

includes refreshments, lunch and materials

Business is a world of non-stop change and a successful business gives its employees the skills to navigate change well. It's nearly universally true that any work group required to change will find it challenging. Though life is filled with continuous change, leaders, managers and line workers are virtually never trained in how to manage it. Change management is a sophisticated skill set, requiring knowledge and experience in specialized communication skills, leadership, team skills and even conflict resolution. In this one-day class, we'll cover these skills--including why change is difficult; what to expect when your organization is mid-change; how to take responsibility for an initiative; the emotional impact of change; how to communicate during a change initiative and more.
Key areas covered…

Why change is so hard
Common reactions to change in business
Why change management is important to success
Taking responsibility for the initiative
What to expect
The emotional impact of change and what can be done to mitigate them
Keys to success in implementing a change initiative
Communication as an essential aspect of during times of change

The class will focus on the knowledge, skills and attitudes fundamental to a successful change initiative in business.

About your instructor: Julia King Tamang

Julia King Tamang is the director of the contract programs division for LERN, the world’s largest association serving professionals in lifelong learning. She has a Master’s Degree in Applied Information Management (a high tech business degree) from the University of Oregon and more than two decades of experience in the field of business and industry training. Her client list includes Intel, Port of Portland, ADP, Nike, Xerox and more. In a business career spanning more than 25 years, Julia has helped some of North America’s top businesses achieve success in over 150 training and consulting sessions a year. Approximately one fifth of her current client work is in Canada, serving businesses, non-profits and educational institutions from coast to coast.

Julia is experienced working in multi-cultural environments, including work for a 30 year old non-profit whose 3 million dollar business bridges Tibetan and Western culture; and a Native American tribal business in the Pacific Northwest. Julia lived and worked for more than 3 years in Kathmandu, Nepal. as an educational consultant and has served as a business trainer and advisor to vendors in a large, for-profit manufacturing business doing work in SE Asia. Julia lived and worked for more than 3 years in Kathmandu, Nepal, and served as a business trainer and advisor to a global vendor in a large, non-profit manufacturing business doing work in SE Asia.

Julia can help you and your business with employee soft skills development, including communication, conflict resolution, negotiation, team work and more.

Managing Hostile Interactions - with Mario Govorchin

February 21, 2013
9:00 am - 4:00 pm
Cost: $325

COTR Gold Creek Campus, 1305 - 24th Avenue South, Cranbrook

includes refreshments, lunch and materials

Service providers are aware of the challenges of dealing with upset, angry, frustrated and confused clients. Increasingly, one is presented with personally intimidating, hurtful hostile behaviour. Hostile incidents are clearly on the increase in many work environments; dealing effectively with hostile individuals takes energy and the careful application of a specific range of skills. Unfortunately, it is much easier to intensify hostility than to defuse it. This workshop provides participants with proven strategies for managing hostile interactions in a manner that dramatically increases the likelihood of constructive resolution for all parties.

About your instructor: Mario Govorchin

Mario is a respected facilitator and trainer in the field of Human Relations consulting. As a member of the Holloway Zaiser Group, he brings broad knowledge and expertise, garnered from over 20 active years in the field.

Mario is a dynamic, energetic and entertaining speaker and trainer. Much of his training work with organizations focuses on leadership, team development, change management, workplace harassment prevention, communication and conflict resolution. He is well-regarded in his work as an interventionist for organizations experiencing high internal conflict. Mario has particular strengths in individual performance coaching and in mediating complex multi-party disputes.

In recent years, he has developed comprehensive training packages in the area of high anger, crisis and violence management for corporate, government and non-profit organizations. He is an acknowledged expert in the area of workplace violence prevention, and is presently active as a consultant to large organizations, both public and private, who are committed to ensuring compliance with the Workers' Compensation Board of BC - Violence in the Workplace Prevention Regulations. He is certified by the Crisis Prevention Institute as a practitioner and trainer.

Mario is also very active in supporting Social Services agencies throughout the downtown east-side as both a Trainer and Facilitator and has developed and delivered programs such as Managing the Hostile Individual, Dealing with Challenging Behaviours and Violence in the Workplace Prevention to organizations including the Portland Hotel Society, Shelternet, Supervised Injection Site, BC Centre for Excellence in HIV, The Law Foundation of British Columbia, and many others.

Mario maintains a senior trainer role within the Justice Institute of BC's Centre for Conflict Resolution and regularly trains and consults with BC Corrections Branch, numerous Municipal Police Departments, and other emergency services in the area of crisis management.

For more information or to register please call us at: 250-489-2751 ext 3440.