Knowledge Management

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Facilitator-led 2 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Understanding how to manage the knowledge within your organization is the key to business success. Mismanagement of organizational knowledge comes with a price: frustrated employees, angry customers, and decreased productivity. All of these things can affect a business’ bottom line. The purpose behind knowledge management is to help us bridge organizational gaps and to use our greatest asset (our knowledge) to take our business performance to the next level. The theory of knowledge management has emerged to help us harness and enhance both the individual and collective brain power of our businesses. This course will introduce you to knowledge management tips, techniques, and proven processes.

What Will Participants Learn?

Define knowledge and knowledge management.
Explain the difference between explicit and tacit knowledge.
Identify various knowledge management theoretical models.
Explain how a properly implemented knowledge management program can improve efficiency.
Describe the steps for employing a new knowledge management program in an organization.
Identify the required components for implementing a knowledge management framework within an organization.

What Topics are Covered?

Definitions of knowledge management, tacit knowledge, explicit knowledge, and KMBOK
The business case for knowledge management
The knowledge management mix
The knowledge management framework
Knowledge management models
The knowledge management tool kit
Implementing knowledge management initiatives
Designing a chief knowledge officer position
Case studies and success stories

What’s Included in Your Learning Style?

Self-paced eLearning OR
Interactive class environment – Facilitator-led
Specialized course materials and resources
Personalized certificate of completion

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Celebrating Diversity in the Workplace

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Facilitator-led 1 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

More than ever, a workplace is a diverse collection of individuals proud of who they are: their gender, their sexual orientation, their religion, their ethnic background, and all the other components that make an individual unique. One of the challenges for workplace leaders is how to help these diverse individuals work as a team. We all know what happens to organizations that don’t have effective teamwork: they fail. And, failing to embrace diversity can also have serious legal costs for corporations. This course will give you ways to celebrate diversity in the workplace while bringing individuals together.

What Will Participants Learn?

Describe what diversity and its related terms mean
Explain how changes in the world have affected you and your view
Identify your stereotypes
Use terms that are politically correct and avoid those which are not
Apply the four cornerstones of diversity
Avoid the pitfalls related to diversity
Use a technique for dealing with inappropriate behaviour
Develop a management style to encourage diversity
Take action if you or one of your employees feels discriminated against

What Topics are Covered?

Defining diversity
How does diversity affect me?
Identifying stereotypes
Wise words
The cornerstones of diversity
How to discourage diversity
The stop technique
Managing for diversity
Dealing with discrimination

What’s Included in Your Learning Style?

Self-paced eLearning OR
Interactive class environment – Facilitator-led
Specialized course materials and resources
Personalized certificate of completion

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Disability Awareness: Employment with Disabilities

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Facilitator-led 2 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

People with disabilities represent a significant and largely underutilized resource for businesses. Many disabled persons are underemployed or unemployed. As a result of advocates for diversity, as well as a shrinking labour pool, employers are taking a serious look at hiring and retaining people with disabilities. This course will give supervisors, managers, and human resource consultant’s tools and tips for creating a diverse workplace.

What Will Participants Learn?

Prepare to welcome people with disabilities into your workplace
Interact with people with disabilities
Identify and overcome barriers in the workplace
Use respectful, appropriate, acceptable language in any circumstance
Understand what your company can do during hiring and interviewing
Understand what job accommodation is and how it applies in your workplace

What Topics are Covered?

Defining terms
Misconceptions and realities
Dissecting labels
Accessibility
The cornerstones of diversity
Encouraging diversity by hiring
Using the STOP technique
Communication essentials
Communication styles and critical conversations
How do we make it happen?

What’s Included in Your Learning Style?

Self-paced eLearning OR
Interactive class environment – Facilitator-led
Specialized course materials and resources
Personalized certificate of completion

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Crisis Management

Select Your Learning Style

Facilitator-led 2 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Viable organizations need to be ready for emergencies because they are a fact of doing business. The worst plan is not to have any kind of plan at all, and the best plans are tested and adjusted so that they work over time. Fortunately, you do not need separate plans for fire, weather disasters, and all the different kinds of crises that can occur. One solid plan will help you to prevent, respond, and recover from all crises. This course will help you ensure your organization is ready to manage any kind of crisis.

What Will Participants Learn?

Assign people to an appropriate crisis team role
Conduct a crisis audit
Establish the means for business continuity
Determine how to manage incidents
Help your team recover from a crisis
How to apply the process

What Topics are Covered?

What is crisis management?
Training leaders and staff
Conducting the crisis audit
Performing a risk level analysis
Developing a response process
Consulting with the experts
Incident management techniques
Working through the issues
Establishing an emergency operations center
Building business continuity and recovery
Recovering and moving on
Plenty of case studies and practice opportunities

What’s Included in Your Learning Style?

Self-paced eLearning OR
Interactive class environment – Facilitator-led
Specialized course materials and resources
Personalized certificate of completion

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Business Process Management

Select Your Learning Style

Facilitator-led 2 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Business process management helps organizations leverage processes to achieve their goals and be successful. Once processes are implemented, they must be monitored, evaluated, and optimized to make sure they are still meeting the goals that they were designed to accomplish. A business that can successfully manage its processes is able to maintain a competitive edge, while increasing productivity and efficiency and decreasing costs.

This course will introduce you to business process management. You’ll learn how business processes can help you improve your company’s bottom line by providing a higher level of quality and consistency for your customers.

What Will Participants Learn?

Define business process management and related concepts
Recognize the vital role processes play in a business
Appreciate the role of technology in process management
Develop a vision to guide process improvement
Understand how to design or enhance an existing process using the business process life cycle
Construct a process map
Perform a what-if analysis to improve your processes
Implement and monitor process changes
Identify how Lean and Six Sigma methods can assist in managing and improving processes
Use a variety of tools and techniques to eliminate waste and redundancies

What Topics are Covered?

The fundamentals of business process management
Defining business process management
Reflecting on processes
The business process life cycle
The vision phase
The design phase (including process mapping)
The modeling phase
The execution phase
The monitoring phase (including an introduction to the balanced scorecard and business activity monitoring)
The optimizing phase(including an introduction to Lean and Six Sigma methods)

What’s Included in Your Learning Style?

Self-paced eLearning OR
Interactive class environment – Facilitator-led
Specialized course materials and resources
Personalized certificate of completion

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Bullying in the Workplace

Select Your Learning Style

Facilitator-led 1 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Bullying is called the silent epidemic. Although half of workers have experienced or witnessed bullying, policies and laws dealing with it are far less prevalent.

This is, in part, because bullying can be hard to identify and address. People wonder, what does bullying look like? How can we discourage it in our workplace? What can we do to protect our staff and co-workers? All of these questions (and more!) will be answered in this course.

What Will Participants Learn?

Define what bullying is and is not
Understand the costs of bullying to people and organizations
Identify bullying behaviours and the reasons behind them
Know some ways to prevent bullying and understand what role you can play
Know some ways to protect yourself from bullying
Know what to do if you are bullied
Identify appropriate solutions for a bullying incident (within and outside the organization)
Be able to assist in creating an anti-bullying policy

What Topics are Covered?

Defining bullying
Why bullies do what they do
Building a shield against bullies
What to do if it happens to you
What to do if you witness bullying
Creating an anti-bullying workplace
The law on bullying

What’s Included in Your Learning Style?

Self-paced eLearning OR
Interactive class environment – Facilitator-led
Specialized course materials and resources
Personalized certificate of completion

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Essentials for Customer Service Excellence

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Facilitator-led 1 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This course will provide you with opportunities to explore your responsibilities within your role as a leader (supervisor or manager) in a customer service environment.

What Will Participants Learn?

Identify ways to establish links between excellence in customer service and your business practices and policies.
Develop the skills and practices that are essential elements of a customer service-focused manager.
Recognize what employees are looking for to be truly engaged.
Recognize who the customers are and what they are looking for.
Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

What Topics are Covered?

The six critical elements of customer service
Understanding leadership
Managing performance
On-boarding and orientation
Five practices of leadership

What’s Included in Your Learning Style?

Self-paced eLearning OR
Interactive class environment – Facilitator-led
Specialized course materials and resources
Personalized certificate of completion

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Business Ethics for the Office Training

Select Your Learning Style

Facilitator-led 2 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

What exactly makes a decision ethical? The problem with ethics is that what may seem morally right (or ethical) to one person may seem appalling to another. This program will not provide you with an easy way to solve every ethical decision you will ever have to make. It will, however, help you define your ethical framework to make solving those ethical dilemmas easier. We’ll also look at some tools that you can use when you’re faced with an ethical decision. And, we’ll look at some techniques you can use so you don’t get stuck in an ethical quandary. Best of all, we’ll look at a lot of case studies so that you can practice making decisions in a safe environment.

What Will Participants Learn?

Understand the difference between ethics and morals
Understand the value of ethics
Identify some of your values and moral principles
Be familiar with some philosophical approaches to ethical decisions
Identify some ways to improve ethics in your office
Know what is required to start developing an office code of ethics
Know some ways to avoid ethical dilemmas
Have some tools to help you make better decisions
Be familiar with some common ethical dilemmas

What Topics are Covered?

What are ethics? Why bother with ethics?
Taking your moral temperature
Kohlberg’s six stages
Philosophical approaches
Avoiding ethical dilemmas
Pitfalls and excuses
Developing an office code of ethics
22 keys to an ethical office
Decision making tools
Handling dilemmas with company policy, co-workers, clients, and supervisors
What to do when you make a mistake