Workshops

We work with managers and leaders to help them develop the skills and competencies on which their organizations depend. Our focus is on ‘action learning’—drawing from your real-world circumstances to solve the challenges that are relevant to you.

• Behavioural Interviewing and Selection

  2 day Workshop -- Price: $995  taxes extra

  To Register or for more information please Contact us

  Strategic Objective

  Behaviourail Interviewing and Selection provides participants with the knowledge and skills to plan and conduct quality interviews that will lead to sound hiring decisions.

  Learning Objectives

  Participation in this workshop will enable you to...

  • identify and define the requirements of the position;
  • understand the benefits and methods of behaviour-based interviews;
  • construct interview questions that will yield useful information from candidates;
  • plan and conduct a quality interview;
  • manage difficult situations that may occur in a selection interview;
  • sell your position and the company;
  • establish a systematic approach for comparing candidates based on their interview responses.

  ---

  Overview

  Interview and Selection enables participants to connect their own experience with ideas and tools for more effective interviewing. Based on the “experiential” model of learning, this workshop makes use of structured experiences, group discussion, lecturettes, and role-plays to allow active participation.

  Enhance your organization's curb appeal. Market yourself as an employer of choice and attract, build and develop a talent pool that reflects your organizational philosophy and culture. Be clear about your purpose in recruiting. Learn how to plan and execute a quality interview that focuses on achieving your business goals, and turn high-calibre potential into a strategic competitive advantage. This workshop teaches you how to identify and define essential competencies and skills that meet your needs, and how to employ practical tools for successful ‘behavioral based interviews'.

  Topics include, but are not limited to…

  Getting Started

  • experience and expectations in interviewing and selection
  • selection interviewing and strategic alignment
  • the role of the selection interview

  The Dynamics of the Selection Process

  • stages of the selection process
  • knowing who you want to hire and why – position analysis and description
  • reviewing résumés and selecting who to interview

  Behaviour-Based Interviewing

  • interview paradox – selection principles – questions “ECHO”
  • behaviour-based interview questions
  • forming your interview pattern

  Conducting the Selection Interview

  • managing difficult situations in an interview
  • interviewing and the law
  • conducting a quality interview

  Post-Interview Issues and Tasks

  • assessing candidates against position requirements
  • potential rating errors – candidate assessment worksheet

  Summary and Resources

  • pulling it all together
  • overview of “More than a Gut a Feeling II”
  • observer’s guide – position analysis and description worksheets
• Coaching for Leaders

  2 Day Workshop -- Price: $1,295  taxes extra
  To Register or for more information please Contact us

  The Key To High Performance

  Coaching effectiveness translates directly to measurable organizational results, including employee engagement, reduced turnover and higher productivity. Coaching for Performance, developed by Kathleen Stinnett - Co-Author of The Extraordinary Coach: How the Best Leaders Help Others Grow, provides leaders with the critical skills, frameworks and mindset to bring out the best in their employees and colleagues through effective coaching. This interactive learning experience will increase leaders' ability to enhance employee autonomy in improving critical thinking skills to solve their own problems - leading to greater success and fulfilment.

  Workshop Approach

  As part of the core 2-day Coaching for Performance workshop, participants:

  • will be asked to complete a discovery survey as pre-work to identify their key strengths and challenges regarding their coaching opportunities;
  • will watch live coaching demonstrations, with real participants and real coaching situations;
  • will have the opportunity to practice coaching conversations on real coaching issues; 
  • will identify a development area and create a personalized action plan;
  • will form “accountability partners” and be encouraged to follow-up and support each other after the workshop; and,
  • will have an option to receive follow-up coaching from their workshop leader to reinforce and deepen their coaching skills.

  "People who are coaches will be the norm. Other people won’t get promoted."
  - Jack Welch, CEO, General Electric
  

   Who Should Attend

  • Any leader who manages others and wants to get the best from their employees, while becoming the leader that everyone wants to work for.
  • Human Resources specialists, internal consultants and other professionals who provide coaching to others as part of their role.

   Specific Learning Objectives

   On completion of this workshop, you will be able to:

  • Identify the business impact of coaching.
  • Distinguish between a managing mind-set and coaching mind-set, and when to use each.
  • Demonstrate fundamental competencies required for coaching, including:
    • Being present and able to establish trust
    • Establishing coaching objectives
    • Active listening for understanding
    • Direct communication and feedback
    • Powerful questioning
    • Designing actions and milestones
  • Apply a four-step conversation template to improve current and future performance and capability.
  • Implement a personalized coaching development plan

  Contact Frank O’Driscoll for more information
  Tel: 613-230-6424 Ext 214
  Mobile: 613-297-4918
  E-Mail: fodriscoll@intersol.ca

• Customer Service Leadership

  2 Day Workshop -- Price: $995  taxes extra
  To Register or for more information please Contact us

  Strategic Objective

  To provide leaders with the knowledge, skills and tools to build customer loyalty through the development of a world class “service culture”.

   

  Learning Objectives

   

  Participation in this workshop will enable you to:

   

  •          Clearly define the elements of a world class service culture:

  o        At the organization level;

  o        At the management level, and;

  o        At the employee level.

  •          Build a view through the customer lens:

  o        Segmenting customers;

  o        Identifying customer expectations/needs;

  o        Conducting qualitative research.

  •          Facilitate the development of a world class service culture:

  o        Facilitate an assessment of the current service culture;

  o        Facilitate an action plan.

  •          Apply the Customer Service Deal Model.

   

  Overview

   

  The two-day Customer Service Leadership workshop has been designed to provide organization managers with the tools to enhance and build customer loyalty through understanding customers’ expectations and requirements, interpreting the data and building a service culture within their teams.

  Building customer loyalty is a core goal for organizations. This is accomplished by managing the “moments of truth” with your customer. This phrase “Moments of Truth” was first coined by Jan Carlzon of SAS.   A moment of truth is the precise instant when the customer comes into contact with any aspect of your business and on the basis of that contact forms an opinion about the quality of your services and, potentially, the quality of your product.   Customer Service Leadership introduces the “DEAL” model, a methodology for creating a culture of service excellence that provides both tools and insights for managing the customer relationship and of course, these moments of truth. 

   

   Topics will include, but are not limited to…

   

  Eight Steps to Building Customer Loyalty:

   

  Step 1: Define Customer Service

  •          What builds customer loyalty;

  •          What is customer service;

  •          What are the elements of excellent service.

   

  Step 2: Develop a Customer Lens

  •          See the organization from the customers’ perspective;

  •          Know your customers intimately;

  •          Business imperatives;

  •          The binding power of trust.

   

  Step 3: Build a Service Vision

  •          The power of purpose;

  •          Define world-class service.

   

  Step 4: Build the Business Case for Service

  •          Link to organizations’ mission/vision and business goals.

   

  Step 5: Conduct an Organizational Diagnostic

   

  Step 6: Lead Organization Change

  •          Tools to lead change;

  •          Why people resist change.

   

  Step 7: Engage and Empower the Team

  •          Foster responsible freedom at the front lines;

  •          Remove barriers for empowerment;

  •          Link to employee engagement objectives.

   

  Step 8: Coach & Model the Way

  •          Manager and employee trust;

  •          Service Leadership in action.
• Emotional Intelligence at Work

  Emotional Intelligence at Work – an introduction

  Emotional intelligence is critical to your success and to that of your organization. In today’s workplace,  relying only on your intellectual skills and technical competence is not sufficient; you need people-skills to excel. Emotional intelligence is defined as “a set of emotional and social skills that influence the way we perceive and express ourselves, develop and maintain social relationships, cope with challenges, and use emotional information in an effective and meaningful way”. MHS 2011

   

  Workshop Focus

  The workshop is designed to provide a basic understanding of what emotional intelligence is; why it is important for you and for your organization(s), how to improve it and apply it in the workplace. It is one day of experiential activities, networking, learning and laughter.  This workshop aims to facilitate self-discovery, the understanding of emotions and the part they play in our lives. It will provide you with an opportunity to deepen your understanding of yourself and how you relate to others.

   

  Workshop goals

  • Improve your communication skills
  • Increase your understanding of the components of emotional intelligence
  • Share stories, experiences and discuss how they impact your relationships and choices
  • Discuss methods to effectively manage yourself during times of stress
  • Strengthen your own emotional intelligence

  Before the Workshop

  Prior to the workshop, participants will complete an online assessment. The EQ-i ^{2.0 TM} is based on the first scientifically developed, validated measure of emotional intelligence. The assessment consists of 133 items and takes approximately 30 minutes to complete.  Your personalized report will be produced for review with the Facilitator.

   

  Workshop outline

  • What does emotional intelligence look like?
  • A definition of emotional intelligence and a brief history
  • What emotional intelligence is not
  • Composite scores and sub-scales of the EQ –i ^{2.0 TM}

  After the workshop

  Participants will benefit from an individualized one hour debriefing session to review their emotional intelligence profile and to explore developmental activities for increasing their Emotional Quotient (EQ).

   

  Who should attend this workshop?

  Anyone or any team seeking to increase their personal and professional effectiveness.

   

  What is the fee?

  The $695 fee (taxes extra) includes the online assessment tool, the workshop material, lunch on the day of the workshop, the post workshop debriefing session and a post-workshop “check-in”.

    

  Maximum number of participants

  The workshop will accommodate a group of 12 participants.

   

  The workshop Facilitator

  Raymonde D’Amour has an enduring career that spans facilitation, training, process improvement and emotional intelligence assessment. She has significant experience in training groups by focusing on personal and organizational learning which has complemented her abilities to assess individuals’ and groups’ emotional intelligence. Her solid reputation as a trainer led to engagements with Apple Computers and several federal government departments.

   

  For information

  Raymonde D’Amour, Senior Consultant, Intersol Group

  Tel:	613.230.6424 ext 219
  Mobile:	613.277.5449
  Email:	rdamour@intersol.ca

   

   

• Facilitative Leadership and Problem Solving

  2 Day Workshop -- Price: $995  taxes extra

  To Register or for more information please Contact us

  Strategic Objective

  Our Facilitative Leadership and Problem Solving Workshop provides participants with the skills required for problem solving and decision-making. This workshop will enhance your confidence and ability to significantly add value to the work of task-oriented groups through the application of proven “process” and participation methods.

  Learning Objectives

  Participation in this workshop will enable you to... 

  • improve the accomplishments of your group through effective facilitation;
  • apply proven process tools for solving problems, making decisions, analysing issues, managing risk and planning action in groups;
  • select process tools to match the specific objectives of a group task;
  • facilitate productive participation and interaction among team members;
  • address common group dynamic issues (e.g., disruptive behaviour) that arise in group work.

   

  ---

   

  Overview

  Facilitative Leadership introduces participants to process facilitation as an approach to improving problem solving, decision making, risk management and action planning in groups. It also presents ideas and tools for managing team dynamics.

  Learn how to empower employees and teams to achieve consensus on difficult issues, pursue results driven dialogue and inspire individual and collective participation. By applying leading-edge facilitation tips and techniques, spawn synergies among stakeholders, anticipate problems, make informed decisions and plan for action. Learn how to determine your existing and desired states of resolve. Maximize productivity and effectiveness through process-driven methods. Align your people-management skills with your corporate strategy.

  Topics include, but are not limited to…

  Key Concepts in Facilitation

  • organizational context for facilitative leadership
  • facilitation and group/team effectiveness
  • importance of process in group work
  • creative basis of process facilitation
  • roles and fundamentals of process facilitation

  Key Processes in Group Facilitation
  

  • analyzing an issue and a problem
  • problem analysis stairstep method
  • analyzing a decision
  • action research and planning
  • components of an effective meeting

  Ideas and Tips in Facilitation

  • facilitator as listener
  • the art of questioning
  • the facilitator as behavioural model
  • characteristics of effective groups
  • managing participation problems
     
• Leadership Communication

  3 Day Workshop -- Price $1,350  taxes extra

  To Register or for more information please Contact us

  Strategic Objective

  Our Leadership Communication workshop will provide you with the knowledge, skills and tools that will improve your ability to build stronger, more positive and productive working relationships with others. 

  Learning Objectives

  Participation in this workshop will enable you to...

  • Identify your strengths as a communicator, as well as those areas in which improvement is possible;
  • Describe the factors contributing to the quality of communication in your work environment;
  • Demonstrate specific behaviours conducive to a supportive, productive work climate;
  • Apply active listening techniques
  • Appreciate your personal style of interacting with others, and how your style affects your interpersonal relationships;
  • Give and receive feedback in a productive fashion;
  • Analyse situations you wish to influence, and determine ways of intervening;
  • Conduct productive interpersonal problem solving sessions;
  • Recognize how your personal behaviour affects your colleagues.

   

  ---

   

  Overview 

  Relationships between and among people are key to sustaining a productive, positive working environment under changing conditions. Leaders must model and facilitate communication and relationship-building if organizations, and the people in them are to successfully manage change. 

  Participation in this workshop will enable you to initiate meaningful and dynamic conversation with your employees; foster employee spirit, confidence, trust and mutual understanding; forge positive and collaborative work relationships; gain insight and perspective into your own communication style; unleash hidden potential to shape and sustain a productive work climate; influence and guide constructive feedback and effective dialogue; and lead, motivate and inspire creativity and productivity. 

  Leadership Communication provides a strong foundation for all other workshops.

  Topics will include, but are not limited to…

  The nature of communication

  • creating a productive work climate
  • collaboration in competition
  • the process of communication
  • five components of effective communication 

   Listening and questioning: key communication skills

  • manager as listener
  • barriers to listening
  • the ten commandments of good listening
  • the art of questioning
  • active listening
  • sending feeling messages  

   Giving and receiving feedback

  • understanding ourselves and others
  • guidelines for giving feedback
  • receiving critical feedback
  • giving performance feedback or “Let’s have a B.E.E.R”
  • giving praise and positive recognition or “wanna” B.E.T.

  Building effective relationships/relationship analysis

  • key concepts in relationship awareness
  • the Strengths Deployment Inventory
  • the nature of conflict

  Managing conflict and difficult communication situations

  • conflict, interpersonal problem-solving approach
  • interpersonal problem-solving steps
  • managing conflict
  • dealing with anger
  • calming others

   

• Managing Employee Performance

  2 day Workshop -- Price: $995  taxes extra

  To Register or for more information please Contact us

  Strategic Objective

  Managing Employee Performance provides participants with the ideas, approaches and tools with which to engage individuals and teams in “managing” the performance of the positions they hold and the teams in which they are members.

  Learning Objectives

  Participation in this workshop will enable you to...

  • introduce you to processes for linking strategic and operational plans at the work unit level to individual work plans;
  • provide you with practical and proven methods for developing individual work plans and expectations;
  • provide you with tools for communicating positive performance expectations to employees;
  • enable you to develop productive coaching relationships with employees;
  • enhance your confidence and ability in monitoring – and giving feedback on – performance.

  ---

  Overview

  Managing Employee Performance provides the participant with the ideas, approaches and tools with which to engage individuals and teams in “managing” the performance of the positions they hold and the teams in which they are members.

  This workshop helps you refine your abilities to unlock the intellectual capital of your employees. It explores ways to motivate, guide and support employees so they can achieve top performance—and teaches how to foster commitment by cultivating a climate of continuous learning and professional growth. Learn how to define goals collaboratively—and in alignment with your organizational objectives. Use recognition as a powerful tool to build a solid network of relationships; use objective feedback to maintain employee self-esteem, confidence and trust. By keeping the information flowing and ensuring everyone is on track, you can help your organization stay competitive and energized.

  Topics include, but are not limited to…

  Introduction to Managing Performance

  • experience and expectations in managing performance
  • aligning individual and organizational performance
  • managing performance and “performance management”
  • the performance management process

  Planning for Performance – Planning Tools

  • aligning role contribution
  • analyzing the position - identifying the factors affecting performance – the Position Performance Model
  • analyzing Performance Dimensions
  • setting Performance Objectives and Conditions

  Reviewing Performance

  • conducting progress reviews on performance
  • managing subjectivity in performance discussions
  • the performance review interview

  Performance Coaching

  • rate your skills as a coach
  • performance coaching
  • what employees need in order to develop themselves

  Additional Resources in Performance Management

  • analyzing performance problems
  • disciplinary processes
• Team Leadership

  2 Day Workshop -- Price:    $995  taxes extra

  3 Day Workshop -- Price: $1,350  taxes extra

  To Register or for more information please Contact us

  Strategic Objective

  Our Team Leadership workshop will provide you with knowledge, skills and tools that will enable you to build, lead and sustain high performing synergistic teams.

  Learning Objectives

  Participation in this workshop will enable you to...

  • describe the key characteristics of effective teams;
  • Recognize the four critical elements which determine team performance;
  • Understand the role of Leadership in promoting team success;
  • Apply five key team processes for moving the team through the task accomplishment cycle;
  • Analyze and improve team meetings;
  • Understand the role of personal motivation and interaction style on team performance

   

  ---

   

  Overview

  Team Leadership recognizes that productive teams are central to the effectiveness and productivity of the entire organization. Leaders have responsibility for developing and sustaining work teams, and ensuring that the individual and collective efforts of the members are directed toward strategic goals.

  Learn to help team members realize a shared sense of purpose and commitment. Envision and plan, aligning team members toward achievable corporate goals. This workshop will help you develop a positive and creative approach to unleashing individual strengths and potential, to inspire new ideas, access alternative perspectives and generate creative solutions. Learn how to empower employees to take ownership and confront challenges together. Unite team members around a system that measures, rewards and motivates performance. In the end, you will be able to achieve higher levels of quality while building and supporting team capacity.

  Topics include, but are not limited to…

  Key Concepts in Team Leadership

  • context for team leadership- The Strategic Alignment Model^TM
  • groups and teams; effective team, effective team member
  • creating a productive team climate
  • collaboration and competition
  • stages of team development – the TD Wheel

   

  Processes for Achieving Purpose in Teams

  • identify stakeholders and their expectations
  • establish team purpose, deliverables and norms
  • establish team objectives, goals, and controls (work plan)
  • action planning

   

  Processes and Ideas for Team Meetings

  • making meetings work; key characteristics and components
  • managing dysfunctional behaviour in meetings
  • characteristics of effective groups
  • leadership roles in teams
  • team interaction analysis

   

  Processes and Ideas for Winning with Teams

  • choosing leadership styles
  • motivation and behaviour
  • creating a motivating environment
  • influencing others
  • the leader as behavioural model
  • team capability profile

« Back to All Workshops