Client
Projects
Conflict Resolution
Program Overview - Two Half Days
We hosted comprehensive training sessions tailored for coaches, managers, and leaders at Langley Gymnastics. These sessions were designed to enhance skills, foster professional growth, and improve team dynamics.
Welcome, Introductions, and Objectives: We began with a warm welcome and detailed introductions to set clear goals for our training.
Clarifying Roles: Participants gained an understanding of the distinct roles of Coach, Manager, and Leader, which helped them better navigate their responsibilities and effectively impact their teams.
Discussing Expectations: We set and aligned expectations to ensure everyone was on the same page, contributing to a more efficient and harmonious work environment.
Introduction to Conflict: Participants learned about the fundamentals of conflict, its sources, and its impacts on team dynamics.
Conflict Management Styles: We explored various conflict management styles and identified which ones best suited different situations to handle disputes constructively.
Communication Skills: Our sessions enhanced communication abilities, enabling participants to articulate ideas clearly, respond to feedback positively, and engage in meaningful dialogues.
Responding to Challenging Situations: Participants were equipped with strategies to handle challenging situations gracefully and effectively.
Gaining Perspective through Case Studies: We dived into real-life case studies that provided insights into handling complex scenarios within the gymnastics setting.
Developing an Action Plan: Each participant created individual and team action plans to apply what they had learned in practical, impactful ways.
Our sessions were interactive, engaging, and provided practical skills and insights that can be immediately applied to enhance coaching and management effectiveness.
CONSTRUCTION IS OUR PASSION
Conflict Resolution Training for Construction Supervisors
Introduction to the Importance of Conflict Resolution in Construction:
The construction industry, known for its dynamic projects and diverse teams, requires robust conflict resolution skills to navigate the complexities of the workplace. Effective conflict resolution is essential for maintaining project timelines, fostering team cohesion, and ensuring client satisfaction. It empowers supervisors to address disputes proactively, keeping projects on track and relationships strong.
Training Overview:
Our specialized training session provided North construction supervisors with the necessary tools and techniques to effectively manage conflicts within their teams and with clients. Tailored to the unique demands of the construction industry, this training emphasized practical strategies and real-world applications.
Key Areas of Focus:
Setting and Managing Expectations: Clarifying and identifying expectations is crucial both internally among team members and externally with clients. This involves open communication to establish clear, achievable goals and responsibilities, ensuring everyone is aligned from the start. By understanding the expectations of each other on the job, teams can work more cohesively, prevent misunderstandings, and enhance project efficiency. Similarly, clear expectations with clients foster trust and satisfaction, laying the foundation for successful project outcomes.
Triggers or Hot Buttons: Being aware of triggers or 'hot buttons'—personal or situational factors that can disrupt one's focus during conflicts—is vital. Recognizing these triggers allows individuals to remain present and engaged, facilitating constructive conflict resolution and preventing the escalation of issues.
Conflict Management Styles: Exploring various approaches to conflict resolution and their applicability.
Recognizing Unconscious Biases: Awareness of implicit biases that affect decision-making and interactions.
Assertiveness, Paraphrasing, and Summarizing: Techniques for clear, respectful, and effective communication.
Three Point Resolution Model: A structured approach to resolving conflicts efficiently.
Navigating Anger Mountain and Diffusion Techniques: Strategies for de-escalating emotional responses.
Case Study Analysis: Practical application of learned skills through examination of real-life scenarios.
Conflict Resolution Training
Session Objectives:
Establish foundational understanding of the conflict resolution process.
Investigate the roles we often adopt during conflicts.
Foster healthy interactions via transparent and candid communication.
Session Overview:
This session brought together members from various sectors of the Canim Lake Band educational system, including elders, early educators, and educational assistants. The aim was to deepen their understanding and refine their communication strategies for handling conflicts, both within the team and in interactions with parents and the community.
Drama Triangle
Introduction to the Drama Triangle: Victim, Villain, and Hero roles
Discussion on transitioning from disempowering to empowering roles
Management Styles
Overview of the five conflict management styles
Focus on how these styles influence workplace dynamics
Communication Skills
Essentials of Active Listening, Assertiveness, and Empathy
Emphasis on their importance in resolving conflict
Gaining Insight
The role of Emotional Intelligence and Self-Awareness in conflict resolution
Identifying personal triggers and emotional responses
Resolution
Key steps for effective conflict resolution
Summary of actionable takeaways for future conflict scenarios
Bylaw Officer Training
Conflict Resolution Training for Patrol and Enforcement Officers
Bringing Together Officers from Various Departments:
We organized a comprehensive conflict resolution training session, uniting officers from diverse departments involved in patrol and enforcement. The aim was to facilitate a productive discussion about the challenges and opportunities they encounter while serving their district and community.
Training Objectives:
The training was designed to cover a range of objectives to enhance the officers' understanding of conflict resolution and equip them with practical skills for managing challenging situations. The key objectives included:
Delving into Conflict Resolution Theory: Participants gained a solid understanding of the fundamental concepts and principles underlying conflict resolution, enabling them to apply these theories in real-life situations.
Uncovering Triggers or Hot Buttons: The training helped officers recognize and manage their own emotional triggers, as well as those of the people they interact with, promoting a more empathetic and effective approach to conflict resolution.
Identifying Conflict Styles: Officers explored different conflict styles, learning to adapt their approach based on the specific situation and the individuals involved.
Exploring Motivation and Resiliency: The training session emphasized the importance of motivation and resilience in navigating challenging situations, providing officers with strategies for maintaining a positive mindset and bouncing back from setbacks.
Enhancing Communication Skills: Participants honed their communication skills, focusing on active listening, empathy, and clear expression of thoughts and concerns. This allowed them to better understand the perspectives of others and reach mutually beneficial resolutions.
Practicing Responding to Challenging Situations: Officers engaged in role plays and scenario-based exercises, allowing them to apply the skills and concepts learned during the training in a controlled environment. This hands-on approach helped build their confidence in addressing real-world conflicts effectively.
By addressing these objectives, the conflict resolution training aimed to empower patrol and enforcement officers with the knowledge and tools necessary to navigate the complexities of their roles, fostering more harmonious interactions with the community they serve.
International Brotherhood of Electrical Workers
Customer Experience and Conflict Resolution Training for IBEW, Electrical Joint Training, and Welfare and Pension Offices
Bringing Together Key Teams for Collaborative Learning:
The IBEW, Electrical Joint Training, and Welfare and Pension offices joined forces to share ideas, enhance communication skills, and strengthen team cohesiveness. The training consisted of two half-day sessions designed to cover essential aspects of customer experience and conflict resolution.
Objectives of the Training Sessions:
The comprehensive training aimed to address several key objectives, equipping participants with valuable insights and practical skills to deliver outstanding customer experiences and navigate challenging situations.
Understanding the Difference between Service and Experience: Participants explored the distinctions between providing a service and delivering a memorable experience, learning the importance of going beyond basic service expectations.
Examining Components of Today's Experience Economy: The training delved into the elements that shape the modern experience economy, helping participants understand the factors that influence customer expectations and satisfaction.
Determining Internal and External Expectations: Participants learned to identify and manage both internal expectations within their teams and external expectations from customers, ensuring a cohesive and customer-centric approach.
Exploring Personal Communication Styles: The training encouraged participants to reflect on their communication styles, recognizing their strengths and areas for improvement to promote more effective interactions.
Practicing Effective Listening, Empathy, and Assertiveness: Participants honed their listening, empathy, and assertiveness skills through practical exercises, empowering them to build rapport, understand diverse perspectives, and communicate their needs clearly and respectfully.
Exploring Components of Conflict Resolution: The sessions covered essential aspects of conflict resolution, providing participants with a solid foundation for navigating and resolving disputes effectively.
Applying Resolution Techniques to Job-Related Scenarios: Participants engaged in role plays and scenario-based exercises, practicing the application of conflict resolution techniques in situations relevant to their job roles. This hands-on approach helped build their confidence and competence in addressing real-world challenges.
Through these comprehensive training sessions, the IBEW, Electrical Joint Training, and Welfare and Pension offices aimed to foster a collaborative, customer-focused environment, equipping their teams with the skills and knowledge necessary to excel in the experience-driven economy.
St Paul’s Hospital
Elevating the Patient Experience
Providence Health Care, a Catholic health care community encompassing St. Paul's Hospital, is dedicated to meeting the physical, emotional, social, and spiritual needs of those they serve. They achieve this through compassionate care, teaching, and research, striving to provide a holistic approach to healing.
Promoting Teamwork and Enhancing Patient Care Skills:
To further enhance the patient experience at St. Paul's Hospital, a series of training sessions were organized, aimed at promoting teamwork and honing the skills necessary for delivering exceptional patient experiences. The training included a variety of interactive and engaging activities, focusing on:
Discussing Expectations from Various Perspectives: Participants explored the diverse expectations of patients, their families, and the hospital staff, gaining a deeper understanding of the needs and desires of each group.
Patient Journey Mapping for a Holistic View: The training involved creating a detailed patient journey map to visualize each touchpoint in the patient experience. This comprehensive view allowed participants to identify areas for improvement and ensure a seamless, compassionate care process.
Reviewing Significant Touchpoints Affecting Patient Experience: The sessions highlighted key touchpoints in the patient journey that have a significant impact on their overall experience. Participants discussed ways to enhance these critical moments, ensuring that each interaction contributes to a positive patient experience.
Building Essential Communication Skills: The training focused on developing effective listening, questioning, and empathy skills, equipping staff with the tools needed to better understand and address patient concerns. By improving communication, they can provide more personalized and attentive care.
Through these comprehensive training sessions, St. Paul's Hospital continues to invest in its staff's professional development and uphold its commitment to providing exceptional patient experiences. The hospital's emphasis on teamwork, communication, and empathy is a testament to its dedication to holistic, compassionate care.
Harbour Air Group
Harbour Air Group: Comprehensive Service Excellence Workshops
Interactive Customer Service Training:
Harbour Air Group, dedicated to providing unparalleled experiences to the travelling public, organized interactive customer service training for their staff. The workshops included hands-on activities, role plays, and real-life scenarios to help participants better understand and address the diverse needs of their passengers.
Client Journey Mapping:
To further enhance the customer experience, the training sessions also incorporated client journey mapping exercises. This process allowed staff members to visualize each touchpoint in the customer's journey, identifying areas for improvement and ensuring a seamless, memorable experience for all passengers.
Focused Session on Responding to Challenging Situations:
Recognizing the potential challenges that may arise when serving the travelling public, Harbour Air Group included a focused session on managing difficult situations. This session empowered staff members with the skills and techniques necessary to address passenger concerns effectively and professionally, maintaining the high standards of customer service the company is known for.
Company-Wide Training for 400 Staff Members:
The comprehensive training program reached over 400 staff members across all bases and departments within Harbour Air Group. This company-wide approach reinforced the importance of teamwork and collaboration in delivering exemplary experiences for their passengers.
Through these interactive and targeted workshops, Harbour Air Group continues to invest in their staff's development and maintain their commitment to providing exceptional service to the travelling public.
Pacific Sands Beach Resort
Enhancing the Guest Experience:
Pacific Sands Beach Resort's dedication to delivering exceptional guest experiences took a step further with specialized workshops designed for their housekeeping staff. The training sessions covered a range of topics, including anticipating guests' needs, focusing on the minutest details, and maintaining high standards of cleanliness and service. These workshops aimed to empower the housekeeping team to exceed guest expectations consistently and contribute to the resort's reputation for excellence.
Leadership Skills for Managers and Supervisors:
A diverse group of insightful managers and leaders at Pacific Sands Beach Resort came together for a forum discussion to share their ideas and experiences. The session focused on examining the distinction between managing and leading, as well as honing essential communication skills. Participants delved into effective listening, motivation, and coaching techniques, equipping them with the tools to guide their teams towards success in their respective roles.
The combination of these targeted workshops not only elevates the guest experience but also fosters a collaborative and growth-oriented environment for the resort's management and staff.
Olive Fertility Clinic
Elevating the Patient Experience:
Olive Fertility Clinic embarked on a journey to further enhance the patient experience through a fully customized training program. Tailored to the unique needs and strengths of the clinic's staff, the program incorporated specific communication skills and techniques aimed at boosting patient satisfaction.
Three-Year Training Program for All Staff:
Over the course of three years, all staff members participated in the comprehensive training sessions, ensuring a consistent approach to patient care across the clinic. The program emphasized the importance of building a culture of care, fostering a supportive and compassionate environment for both colleagues and patients.
Building Upon Existing Strengths:
The training program was designed to build upon the existing strengths of each staff member, acknowledging their expertise and experience in the field of fertility care. By focusing on their individual strengths, the program empowered staff to excel in their roles and contribute positively to the overall patient experience.
Incorporating Communication Skills and Techniques:
A key aspect of the training program was the development of essential communication skills and techniques. Staff learned how to actively listen, empathize, and effectively respond to patient concerns, ensuring a personalized and attentive approach to care.
Cultivating a Culture of Care:
The training sessions encouraged staff to support and care for one another, recognizing the importance of teamwork and collaboration in delivering exceptional patient care. By fostering a culture of care within the clinic, Olive Fertility Clinic aimed to create a nurturing and supportive environment for both staff and patients.
Through this customized training program, Olive Fertility Clinic continues to invest in the professional development of its staff, demonstrating a commitment to providing outstanding patient experiences. The focus on communication, teamwork, and empathy ensures a high standard of care for patients and a supportive workplace for staff members.
North Vancouver, Vancouver and Oakridge Physiotherapy and Sports Clinics
Elevating the Client Experience through Collaborative Workshops:
The dedicated teams from North Vancouver, Vancouver, and Oakridge Physiotherapy and Sports Clinics came together to focus on elevating the client experience. By collaborating across the three offices, they sought to gain a deeper understanding of the patient journey and identify opportunities to improve service delivery.
Developing a Patient Journey Map:
The workshops involved creating a comprehensive patient journey map, detailing each touchpoint from the initial appointment booking to follow-up care. This visual tool allowed the teams to identify areas where they could enhance the patient experience, ensuring seamless interactions and consistently high-quality care.
The collaborative efforts of these physiotherapy and sports clinics demonstrate their commitment to providing exceptional care and service to their patients. By continually evaluating and refining the patient journey, they can meet and exceed the expectations of those seeking treatment and recovery support.
Langara College
Langara College is committed to upholding its core values of Excellence, Collegiality, Innovation, and Integrity.
To further enhance the support provided to their growing international student community, a customized workshop was designed to address the unique needs and challenges faced by the international student department.
Tailored Training for Today's International Student Needs:
The workshop centered on understanding the diverse backgrounds, expectations, and requirements of international students. By exploring cultural nuances, communication styles, and potential barriers, the staff was better equipped to provide personalized assistance, fostering a welcoming and inclusive environment.
Innovative Strategies for Student Success:
The training also focused on implementing innovative strategies to help international students succeed academically and socially. This included developing resources, programs, and support services tailored to their distinct needs, as well as promoting intercultural understanding among students and staff.
Through this customized workshop, Langara College continues to demonstrate its commitment to service excellence, ensuring the international student department is well-prepared to meet the ever-evolving needs of its diverse student population.
ÖSSUR Canada
Customer Service Excellence
Össur Canada’s goal is to offer consistent, high-quality customer service. Through value-added services and educational programs, we build close and enduring relationships with our customers.
GardenWorks
Elevating the Guest Experience
Manager’s retreat, bringing together the experience of seven GardenWorks stores to explore ways of enhancing the service they provide to all their guests!
go2HR
Foundations of Service Quality
NEW SuperHost certificate program - Front line customer service workshop. Recent workshops delivered to the YWCA, Downtown Vancouver Ambassadors, UBC Housing, Tourism Vancouver and Prince of Whales tours.
orderbot - Order Management
Customer Service Excellence
A customized training program to enhance existing skills and to boost confidence when handling challenging conversations.
British Columbia Doctors of Optometry
Strategic Planning Session
A two day facilitated strategic planning session. Content included evaluation of current plan, SWOT analysis, generating strategic priorities, developing action plans and assigning roles and responsibilities.
Equipco Limited
Customer Service Excellence
G.S. Equipco has been in business for over 30 years. They represent the highest quality manufacturers in plumbing, heating and HVAC/R industries. In order to remain one of the leaders in service to their customers Equipco conduted two half – day training sessions focusing on enhancing the customer service experience.
School District 42 - Maple Ridge - Pitt Meadows
Customer Service Excellence
A customer service workshop targeted towards clerical staff within the public education school district. The focus was on enhancing the experience for their customers -parents, teachers and students.
Town of Ladysmith
Customer Service Experience
As part of the town's Global Training, the Town of Ladysmith, BC wanted to conduct a half day training session focused on bringing all departments together to explore ways of enhancing the experience they provide to their residents.
“Excellent choice! In our office this afternoon there have been three occasions where we have immediately benefited from David’s tips and tools!”
City of Port Moody
Customer Experience Training
In order to remain one of the leaders in service to the community, the City of Port Moody conducted half – day training sessions focusing on enhancing the customer service experience.
“This workshop fit perfectly into our strategic plan.....to provide exemplary customer service now and for the future”
One key success of this training was the cross departmental training that allowed everyone to share, explore and create ways to serve the community they life in.
ISM Canada - An IBM Company
The Service Experience
ISM British Columbia conducted service training for over 350 call centre employees involved with the Health Shared Services (HSSBC) and Shared Services (SSBC).
“Learning about my communication style through the DiSC method was incredibly useful for my work and my personal life!”
Key areas of focus included understanding expectations, of each other on the job and those of their clients, communication styles and how to adapt your style to better serve the client and sharing insights on how to resolve challenging situations.
Resident Doctors of BC
Board Meeting Facilitation
Our session focused on topics involving Governance and Communication. Specific agenda items included, Roles and Responsibilities, Characteristics of a Highly Effective Board and Communication Skills for handling challenging conversations.
Strategic Planning Session
Facilitated the 2013-2016 planning session with the Board of Directors. Our sample agenda included exploring and expanding on the guiding principles, evaluation of the existing plan, committee initiatives, SWOT analysis and aligning new strategic priorities with the mission and vision and finally detailing a course of action.
“David was very engaging...he encouraged us to be involved and to have a voice at the meeting.”
Team Building
This full day workshop was designed for the amazing office staff of the association. We explored the qualities of high performing teams, we charted the year ahead in order to prepare for the busier times and to determine ways in which each person can be supported.
We looked at the various stakeholders and their expectations, needs and discussed ways to improve upon the approach and communication with each.
SFU Book Stores
Customer Experience Training
Working in a busy retail environment, employees face many challenges in providing exemplary service to all customers. This workshop focused on the difference between service and experience, building rapport, understanding the differing needs of each customer group and cross-selling to build awareness and increase sales.
“Very informative and entertaining! I have been to a lot of customer service workshops and this is by far the #1 on the list.”
Foundations of Customer Service
S.U.C.C.E.S.S. Youth Employment Program aims to help young people overcome barriers to employment. This workshop is designed to provide students with the confidence to work in any customer service field. The are learning the foundation of good customer service through such topics as establishing rapport, customer expectations and effective communication techniques and of course, how to deal with difficult customers.
“David is capable of understanding participant’s needs, interests and abilities...he uses various methods to engage the group and transfer knowledge to them”
More Client Projects:
Service Excellence for the Visitor Services Team
Protrans BC - Canada Line
Customer Service Training for Canada Line Attendants
United States Consulate
Cross - Cultural Communications
High Performance Management Teams
Harbour Cruises and Events
Service Training and Team Building
GT Hiring Solutions
Turning Points- 3 Day Employment Readiness workshop
Projects Facilitated for WorldHost Training - Destination BC
Customer Service Training
Cadillac Fairview - Richmond Centre
Guest Services Training
Richmond Oval
Customer Service Training including Train the Trainer Sessions
City of North Vancouver
Conflict Resolution for Frontline Staff
Douglas College
Workshop the Training group - Retail Automotive Sales, Introduction to Trades, Cave Youth Employment
55+ Games
Volunteer Training in Fundamentals of Service
Coast Hotels and Resorts
Collaborative project to deliver Service Training Modules to all staff and properties
