How to Exceed Customer Expectations
Featuring Lisa Ford
Four levels of customer service; exceed customer expectations; recover customer loyalty; empower employees.

Recognition: The Key to Higher Performance
Featuring John Hersey
Three steps of Involved Recognition; Contagious Leadership; the "Recognize Five" strategy; the power of non-monetary recognition.

Coquitlam - Jan 19 (PM) & Jan 24 (AM, PM) 
Kelowna - Jan 18 (AM)
Nanaimo - Jan 18 (PM)
Surrey - Jan 10 (AM)
Victoria - Jan 17 (PM)

How to be a Transformational Leader
Featuring Nido Qubein
Dynamic questions of Transformational Leadership; the four forms of leadership capital; grow relational capital investments.

How to Become a Stress Buster
Featuring Amanda Gore
Identify physical and emotional warning signs of stress; techniques to control/lower stress; balance the relationship between excess input and productivity; why different people react differently to stress.

Coquitlam - Feb 9 (AM, PM) & Feb 16 (PM)
Kelowna - Feb 15 (AM)
Nanaimo - Feb 15 (PM)
Surrey - Feb 7 (AM)
Victoria - Feb 14 (PM)

Negotiating to Win
Featuring Dr. Jim Hennig
The 16 strategies of bottom-line negotiating; reach agreement in more negotiations; obtain better negotiation outcomes.

The Listening Advantage
Featuring Dr. Terry Paulson
Three keys of listening leadership; listen "louder" in the workplace; the skills of listening facilitation.

Coquitlam - Mar 22 (PM) & Mar 27 (AM, PM)
Kelowna - Mar 21 (AM)
Nanaimo - Mar 21 (PM)
Surrey - Mar 13 (AM)
Victoria - Mar 20 (PM)

How to Tap the Creativity of your Management Team Featuring Bob Johnson
Build and maintain a creative environment; help employees use more of their creative potential; embrace continuous improvement.

Projecting a More Positive Self-Image
Featuring George Walther
Project positive expectations; project the image of reliability; use specific words and phrases to set a positive tone.

Coquitlam - Apr 19 (PM) & Apr 24 (AM, PM)
Kelowna - Apr 18 (AM)
Nanaimo - Apr 18 (PM)
Surrey - Apr 10 (AM)
Victoria - Apr 17 (PM)

How to Hire, Train and Reward Employees
Featuring Lisa Ford
Five steps of effective hiring; five keys to effective customer service training; four strategies for rewarding employees.

Creating Leaders Through Mentoring
Featuring John Hersey
Five steps of effective mentoring; Permission Mentoring; the most important job of a leader.

Coquitlam - May 17 (PM) & May 29 (AM, PM)
Kelowna - May 23 (AM)
Nanaimo - May 16 (PM)
Surrey - May 8 (AM)
Victoria - May 15 (PM)

Developing a Time Investment Strategy
Featuring Dr. Terry Paulson
The six-step time investment strategy; avoid the "kiss of yes"; identify problems and manage priority shifts.

Increasing Productivity Through Motivated People Featuring Jim Cathcart
Four modes of performance; the first and second motivational jobs of management.

Coquitlam - Jun 14 (PM) & Jun 19 (AM, PM)
Kelowna - Jun 6 (AM)
Nanaimo - Jun 13 (PM)
Surrey - Jun 5 (AM)
Victoria - Jun 12 (PM)

Using Strategic Thinking to Improve Strategic Planning
Featuring Marcia Steele
Three steps to strategic thinking; strategic posture; align strategies to achieve maximum ROI; what makes something strategic?

How to Develop and Maintain Rapport
Featuring George Walther
Seek common ground; active listening; remember and use names; positive body language.

Coquitlam - Jul 19 (PM) & Jul 24 (AM, PM)
Kelowna - Jun (sic) 27 (AM)
Nanaimo - Jul 18 (PM)
Surrey - Jul 10 (AM)
Victoria - Jul 17 (PM)

Seven Steps to Effective Delegation
Featuring Bob Johnson
Skills of effective delegation; focus on the end result; build trust, commitment and confidence.

Motivating Through Positive Communication
Featuring Amanda Gore
Reframe comments; eliminate critical words; make people feel special.

Coquitlam - Aug 23 (PM) & Aug 28 (AM, PM)
Kelowna - Sep (sic) 12 (AM)
Nanaimo - Aug 22 (PM)
Surrey - Aug 14 (AM)
Victoria - Aug 21 (PM)

How to Deal with Difficult Customers
Featuring Lisa Ford
Deal with the emotions of a difficult customer; find agreement with customers; gently confront difficult customers; explain the solution to the customer's problem.

Leaders Make Change Work
Featuring Dr. Terry Paulson
Five leadership strategies of change; the challenges and responsibilities of change management.

Coquitlam - Sep 20 (PM) & Sep 25 (AM, PM)
Kelowna - Sep 26 (AM)
Nanaimo - Sep 19 (PM)
Surrey - Sep 11 (AM)
Victoria - Sep 18 (PM)

How to Connect: Communicate at a Higher Level
Featuring Nido Qubein
Make positive communication connections; apply the five traits of connected communicators; the Law of Identification.

How to Help Employees be their Best
Featuring John Hersey
Three steps of Looking to Greatness in people; the skills of Contagious Leadership; identify employee strengths.

Coquitlam - Oct 18 (PM) & Oct 23 (AM, PM)
Kelowna - Oct 24 (AM)
Nanaimo - Oct 17 (PM)
Surrey - Oct 9 (AM)
Victoria - Oct 16 (PM)

The 70-Minute Hour
Featuring Dr. Jim Hennig
Twelve productivity time locks; overcome productivity locks; eliminate nonessentials; make your time your wisest investment; doing the most important activity.

Effective Telephone Communication
Featuring George Walther
Elevate telephone effectiveness and efficiency; minimize "telephone tag"; voicemail as a strategic communication tool.

Coquitlam - Nov 15 (PM) & Nov 20 (AM, PM)
Kelowna - Nov 21 (AM)
Nanaimo - Nov 14 (PM)
Surrey - Nov 6 (AM)
Victoria - Nov 13 (PM)

Effective Planning: A Seven-Step Formula
Featuring Bob Johnson
The seven-step formula for effective planning; long-, intermediate- and short-range goals; gain employee involvement and commitment to planning; turn intention into commitment.

Dealing With Difficult People
Featuring Dr. Terry Paulson
The value of conflict; make conflict work for you, not against you; give and receive effective feedback; develop trust in difficult relationships.

Coquitlam - Dec 13 (PM) & Dec 18 (AM, PM)
Kelowna - Dec 12 (AM)
Nanaimo - Dec 12 (PM)
Surrey - Dec 4 (AM)
Victoria - Dec 11 (PM)

Please Note!
Although unlikely, the above schedule is subject to change.

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