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2011 AGM and Fall Conference Sessions
Appreciative Inquiry
Challenging Workplace Conversations Full
Communicating Across Generations: Starting the Conversation
Communication and the Manager
Communication and the Manager - Going Deeper Full
Communications Breakthrough
I'm Right, You're Wrong or is there Another Perspective?
Influencing Skills Full
Interpersonal Communication Skills and Workplace Relations
Let's Get this Settled! Mediation Approaches for Managers (Full day) Full
Listening - Going Beyond Words
Social Networking in the Workplace: HRLR Issues Full
The Art of Empathy
The Hiring Interview
Appreciative Inquiry
Simon Goland, Simon Say Consulting
Appreciative Inquiry (AI) is an energizing organizational change and group development approach that focuses on the positive aspects of a workplace. Unlike traditional problem-based approaches that centre on what is not working well, AI engages staff proactively by asking questions and telling stories (inquiry). The shift to positive engagement generates life within an agency by allowing it to move more effectively towards its goals. You will examine the theory and model behind AI and explore ways to apply it in your agency. You will also practice interviewing, telling and writing stories and generating themes from these stories.
Participants will:
Identify the basic theory behind AI
Engage in the 5 D model (Definition, Discovery, Dream, Design and Delivery)
Apply AI theory by developing and conducting workplace interviews
Apply AI to group development and organizational change processes
Simon Goland is a consultant, educator and facilitator of transformational learning. Working locally and internationally, his primary passions are in the areas of adult learning, creativity and innovation, leadership development, adaptive organizations and holistic engagement. Despite being a lifelong learner and PhD Candidate in Eco-Psychology, Simon has been learning most about emotionally intelligent leadership from his dog, Tobi.
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Challenging Workplace Conversations
Bob Green, Consultant
When emotions are high, beliefs are unwavering and people are passionate about their differing opinions in the workplace, it becomes crucial to know how to effectively engage with co-workers and managers. The way you manage yourself in these conversations will influence the quality of your relationships and enhance workplace trust, which is the foundation of relationships. In this workshop you will be introduced to three guiding principles and a variety of skills that will support you in becoming more confident and effective. A portion of this workshop will address your burning questions.
Participants will:
Learn to ground yourself in positive intent and focus the challenging conversation on a shared purpose
Get tools and techniques that will help increase awareness when responding in challenging conversations
Gain insight on how to make conscious choices through discussion, dialogue and the suspension of assumptions and judgments
Bob Green is a facilitator, coach and consultant focused on creating environments that encourage and support personal best outcomes. He has been strengthening leaders and teams for over 10 years. Bob has both designed and facilitated courses for all levels of leadership. He is currently completing his Master’s in Leadership from Royal Roads University. Whether it is one-to-one or group training, his passion for teaching — combined with extensive leadership knowledge — has made him a highly effective.
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Communicating Across Generations: Starting the Conversation
Sandra Reder, Vertical Bridge Corporate Consulting
Lately there has been much written, blogged and Youtube’d about the generational mix currently working together in most workplaces. Does everyone communicate the same way? Do you communicate the same way with everyone or do you tailor your style to the individual generations within your workplace? This workshop will look at the various communication styles of each generation and examine how the internet has changed the way we communicate.
Participants will:
Look at common mistakes and misunderstandings when communicating across generations
Develop messaging that will attract the different generations to your organization (i.e. career ads/postings, interview style, on-boarding)
Learn to effectively engage with each generation by looking at examples of performance management programs and team-building exercises currently being implemented by progressive employers
Gain tools that can be used to communicate with your employees
Sandra Reder, President and Founder of Vertical Bridge Corporate Consulting Inc., has two decades of recruitment and management experience. Her industry knowledge is comprehensive, and her understanding of current recruitment trends and practices is highly sought-after. From her years in the business, Sandra is knowledgeable about the common concerns, complaints and challenges that employees often bring forward about their employer. That awareness has encouraged Sandra’s strong interest in helping organizations earn the designation, “Employer of Choice.”
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Communication and the Manager
Shauna Jones, Human Capital
Ron Eccles says, “The essence of what management is all about is the effective use of language to get things done.” This is supported by all management and leadership gurus. Management communication is about the movement of information and the skills that facilitate it – whether it is done verbally or in writing.
This workshop will provide foundational grounding for new managers around the importance of communication and how to use it effectively. It will help you understand the communication challenges a manager faces everyday and how to overcome many of them. Skills learned in this workshop can be applied to both verbal and written communication.
Participants will:
Outline the different roles and challenges a manager faces and how these impact effective communication
Understand the impact of verbal and non-verbal communication
Recognize the importance of intention behind the message
Discover communication tools to motivate, support and work effectively with others
Shauna Jones is an intuitive and dynamic facilitator and consultant. With a Master’s of Arts in Leadership and Training from Royal Roads University and almost two decades of experience in Business and Personal Consulting, Career Management and Facilitation and Training, Shauna generates measurable results in an atmosphere of warmth and safety. Shauna has influenced a wide client base that ranges from government agencies, not-for-profit societies, academic institutions and corporations. Her business, Human Capital, focuses on helping organizations understand human behaviour to build trust and improve performance. She is also a faculty member at Simon Fraser University’s Beedie School of Business teaching Business Communications and previously served on the Board of Directors for the British Columbia Centre for Quality.
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Communication and the Manager - Going Deeper
Shauna Jones, Human Capital
Henry Mintzberg says, “The manager has to help people bring out the best in other people, so that they can know better, decide better, and act better.” Understanding human behaviour is a first step in this process. The second step is to use effective communication to get the best out of your people.
This workshop for senior managers will focus on understanding human behaviour so you can effectively draw out the human potential in your staff to create a team and organization that is highly successful. Note: This course is not suitable for first-time managers.
Participants will:
Gain a deeper understanding of how human behaviour impacts your role as a manager and a communicator
Assess some of your own motivators and drivers that impact interpersonal communication
Use communication tools to motivate, support and work effectively with others
Shauna Jones is an intuitive and dynamic facilitator and consultant. With a Master’s of Arts in Leadership and Training and almost two decades of experience in Business and Personal Consulting, Career Management and Facilitation and Training, Shauna has influenced a wide client base that ranges from government agencies, not-for-profit societies, academic institutions and corporations. Her business, Human Capital, focuses on helping organizations understand human behaviour to build trust and improve performance. She is a faculty member at Simon Fraser University’s Beedie School of Business teaching Business Communications.
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Communications Breakthrough
Rachelle Lamb, Mindful Communications
The “Law of Instrument” states that when all you have is a hammer, everything looks like a nail. For the most part, our conditioned ways of thinking and speaking could be likened to a hammer, therefore causing our actions to be ineffective in a world of interpersonal interactions. We routinely bear down with judgment and criticism when what would make our exchanges positive and productive is precision, openness and compassion. Our communication habits are automatic and often at-odds with what motivates goodwill and cooperation. No wonder a few words can quickly escalate into misunderstanding and conflict! The good news is we can develop the skills to turn our communication around.
Participants will:
Learn the four cornerstones of successful relating
Gain insight on how conflict starts and escalates
Develop a process that will help replace alienating communication habits with competencies that foster connection and goodwill
Learn to recognize your role in establishing harmonious communication and keeping things on track
Rachelle Lamb is an author, speaker and president of Mindful Communication. She has shown thousands how to raise their communication bar in a revealing and compassionate way using the Compassionate Nonviolent Communication (NVC) process. NVC skills are essential for everyone, and invaluable to those in leadership, management, health, education, human resources, coaching and mediation.
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Giving Feedback for Positive (Previously presented)
Joyanne Landers, Elephant Ears Training
Most managers would rather take a kick to their backside than give crucial feedback to an employee. When you know it is time to “level” with an employee, it may feel like you are entering a danger zone.
Providing feedback may not be a picnic but it doesn’t need to be torture either. This workshop will provide practical tools for resolving challenging behaviour and improving employee performance. Real-life situations involving positive and negative feedback will be examined, using language that will get you results.
Participants will:
Identify strategies to turn moments of potential breakdown into opportunities for breakthrough
Pinpoint how to openly and candidly discuss issues that were previously off-limits or remain unresolved
Break free of the “sucker’s choice” that leads to win-lose situations
Develop skills to maintain an employee’s self-esteem by eliminating your trigger words
Learn specific steps to ensure feedback leads to committed future performance
Practice and receive specific feedback
Joyanne Landers has 30 years of experience as a facilitator, trainer and executive coach. She possesses wide-ranging experience guiding managers in the public sector throughout Canada to create shifts in the way they motivate employees to higher performance. Joyanne delivers workshops that are practical and easy to apply in real world situations. Her plain talk, humour and boundless enthusiasm are contagious.
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I'm Right, You're Wrong or is there Another Perspective?
Diane A. Ross, Certified Executive Coach
Do you ever think that if you could just fix your spouse or colleagues, then everything would be just fine? Have you ever been so sure you were right that you couldn’t really hear the other person’s perspective? You may even have encountered that running dialogue in your head filled with snappy retorts. I call that “monkey chatter” and it is time we tamed that beast!
Monkey Chatter is that inside voice that is comprised of our beliefs, assumptions, interpretations and judgments. We need to negotiate with that inside voice so we stop trying to prove how right we are and save ourselves time and grief. When we control that inside voice, we start to achieve clarity in our conversations.
Participants will:
Learn how to negotiate with your “monkey chatter” so that it doesn’t hijack your conversations
Gain some clarity about what you are hoping to achieve in your challenging conversations and have the opportunity to do some “hands-on” preparation for a conversation you need or want to have
Learn how to state your message and speak your truth without making the other person wrong and without giving up on what you believe in
Diane A. Ross is a speaker and author who is on a quest this year to “Do Right, Not Be Right.” She is also in the process of writing her first book. Diane is a University of British Columbia graduate of business and law with 14 years of litigation experience. She is a Certified Executive Coach and has trained at Harvard Law School in Advanced Negotiations and Mediation.
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Influencing Skills
Russel Horwitz, Kwela Leadership & Talent Management Previously presented
The acid test of a good plan is the willingness of others to implement it. A key skill relevant to leaders at all levels is the ability to positively influence staff in such a way that they willingly alter their thoughts and plans. By carefully adjusting ideas to the concerns and communication styles of others, an organization’s level of influence can be dramatically improved. As influencing skills are used more often, resistance to change, along with the need to use positional power, decreases. The end result is stronger relationships.
In this workshop you will bring their own case studies and use the theory presented to hone your ideas and maximize acceptance by your stakeholders.
Participants will:
Learn to improve your odds of getting good ideas adopted in your organization
Gain a greater ability to ‘manage up’
Learn to reduce resistance to change
Decrease reliance on the use of positional power
Russel Horwitz is one of Kwela Leadership & Talent Management’s two founders and his expertise includes leadership development, team development, executive coaching and training on a wide variety of topics. He has worked extensively as a leadership consultant/trainer since 2004 across a wide variety of sectors, including government, publically-held, private and non-profit. Russel’s experience also includes 14 years in the high technology/engineering sector, where he held management roles in product development, marketing, customer service and training. Russel holds a Master’s degree in Engineering from the University of Cape Town, South Africa.
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Interpersonal Communication Skills and Workplace Relations
Valarie Austen, Three•E Training
Whether it’s part of our official job descriptions, each member of an organization needs to be efficient and effective communicators. In any role, you need to talk to all kinds of people. It’s the different ways you talk to people, however, that matter in getting your message across. This workshop is for any person who wishes to become a more effective communicator and team player. It is designed to help you better understand the strengths of your communication style and to work more effectively with others. By the end of the workshop, you will have generated skills that will take your communication to a higher level.
Participants will:
Gather insight on how to understand by really listening to what is being said and tuning into non-verbal communication cues
Gain knowledge on how to provide positive support to your boss, colleagues and staff members
Determine your communication/working style
Work with and appreciate different communication styles
Use positive and respectful language for better relationships
Valarie Austen is a member of Three•E Training and is a skilled professional who specializes in management and staff training and development programs. With years of experience in the working world, she knows that learning must be fun and engaging. Valarie combines her experience with formal education from the University of Victoria, the Justice Institute of BC, and Psychometrics. This combination of experience and education enables Valarie to bring a solid reputation and credibility to the work that she provides to individuals and organizations. Valarie has also facilitated sessions at two other CSSEA AGMs.
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Let's Get this Settled! Mediation Approaches for Managers (Full Day)
Sally Campbell, S. Campbell Mediation Services
Has workplace conflict ever come to such a boiling point that it seemed impossible to solve? When attempting to resolve clashes in the workplace, it may be helpful to put on a mediator’s hat. In this workshop, we will look at what it takes to deal with conflicts as they arise, how to assess them to choose the best approach and how to help shift the strong emotion of the conflict to more positive energy in the workplace. You will learn some mediators’ “secrets,” that is, ways that help build collaboration and address the real problems that keep people in conflict. The format will include story-telling, small and large group work, demonstration, teaching and practice.
Participants will:
Learn the Anger/Arousal Cycle and Ken Cloke’s Mythic View of Conflict
Gain knowledge on conflict assessment and analysis: “fitting the forum to the fuss”
Create strategies when working with strong emotions
Apply a mediation approach
Work with power dynamics
Troubleshoot by working with stories
Sally Campbell is a west coaster living on Hornby Island. Her fascination with human nature as it plays out in conflict led her from her law practice to mediation. Sally has worked with groups of all sizes since 1985. She teaches collaborative approaches across Canada in a broad range of settings. Sally has worked in contexts involving great diversity in culture, subject matter and emotional complexity. She is a lead trainer for Continuing Legal Education B.C. and is a member of mediate B.C.’s Civil and Family Rosters. She has presented a workshop at CSSEA’s conference in Kelowna in 2010.
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Listening - Going Beyond Words
Jacque Small, Catalyst Coaching
You may be amazed at just how easy it can be to increase the quality of your ability to listen. Being successful at listening beyond the words will give you a significant advantage in all inter-personal interactions. In this workshop, you will develop a new appreciation for how your behaviours and ways of thinking influence the quality of yours and other people’s listening. As with any task, though, preparation increases the probability of success. This highly interactive workshop will use real life situations – no role playing – so each learning exercise will be specific to the individual. The goal of this workshop is to enable you to take the learning experience back into your everyday lives.
Participants will:
Address the central question: are you ready to listen?
Examine barriers to listening
Practice two important skills that improve listening and understanding
Increase personal self-awareness to overcome two of the main barriers to listening
Hear what is not being said
Jacque Small is a highly engaging and dynamic presenter who loves to share her passion for enhancing personal performance to make work easier, more enjoyable and more rewarding. She is the founder of Catalyst Business Coaching, which supports both managers in becoming excellent leaders and teams in working collaboratively. For twenty years she has held positions in small business, large corporations and non-profit organizations. She believes people should live their dreams and she practices what she preaches. In order to live her own vision of having a virtual business, Jacque recently embarked on a successful six-month writing adventure in Belize, Central America.
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Social Networking in the Workplace: HRLR Issues
Chris Sullivan, Arbitrator and Mediator
Welcome to the Millennium. Up until recently the terms “blogging” and “Facebook” did not even exist. Evolved technology raises new challenges for employers. The internet, email, text messaging and social networking sites in particular have created a number of new issues in the workplace. This interactive scenario-based session will analyse the use and abuse of the new technology and will examine the careful balancing of interests used by adjudicators to assess individual cases.
Participants will:
Gain an understanding about the rights and obligations of employers and employees regarding social networking in the workplace
Learn about conducting appropriate investigations into allegations of misconduct
Be made aware of the value of having a clearly established policy, with consistent enforcement
Chris Sullivan is an arbitrator and mediator with an extensive background in resolving labour disputes. He has experience both in the public and private sectors and is a named neutral in many negotiated lists. He is a member of the National Academy of Arbitrators, the Arbitrators’ Association of British Columbia and the British Columbia Labour Relations Board Registrar of Arbitrators. Chris has acted as guest instructor/speaker/panelist at various conferences, seminars and workshops for unions, employers and educational institutions. Prior to becoming an arbitrator/mediator Chris acted as a lawyer, labour relations consultant and negotiator. He is a graduate of Queen’s University Law School.
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The Art of Empathy
Rachel Lamb, Mindful Communications
Have you ever noticed that in charged situations, the more people speak, the less they understand one another? When people feel misunderstood, tensions escalate, issues go unresolved and both relationships and productivity suffer. The way out of this toxic cycle is to train the mind to listen and respond differently. This workshop will introduce you to a powerful and radical approach to establishing rapport that consistently yields remarkable results, even in the most challenging situations. You will learn to increase levels of trust and goodwill, the foundational blocks that inspire human beings to collaborate creatively and effectively.
Participants will:
Learn what to listen for when others speak
Be introduced to needs-based language
Gather information on the steps to dissolve defensiveness
Rachelle Lamb is an author, speaker and president of Mindful Communication. She has shown thousands how to raise their communication bar in a revealing and compassionate way using the Compassionate Nonviolent Communication (NVC) process. NVC skills are essential for everyone, and invaluable to those in leadership, management, health, education, human resources, coaching and mediation.
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The Hiring Interview
Sandra Reder, Vertical Bridge Corporate Consulting
Whether you are the interviewer or interviewee, we have all sat through stressful and sometimes awkward interviews. As an interviewer you are seen as the front-line representative of your organization. Are you exuding a positive first impression that engages potential employees or are they left wanting to run for the door? Conversely, as an interviewee, are you putting your best face forward and maximizing your chances of being considered a front-runner? In this experiential workshop we will look at things from both sides of the table and discuss ways to allow an interview to be a positive two-way interaction.
Participants will:
Learn how to ensure that as the interviewer, you clearly communicate who your organization is, why someone may want to work there and how to turn the interview into a two-way conversation
Recognize various types of personalities and modify your interview style to engage that individual
Gather tips on what to do when a candidate is taking control of the interview
Learn what to do when you realize quickly the candidate is not a good fit
Ensure that no matter how the interview finishes, candidates leave feeling good about their experience with your organization
Sandra Reder, President and Founder of Vertical Bridge Corporate Consulting Inc., has two decades of recruitment and management experience. Sandra has held various positions, ranging from a recruiter with a Vancouver-based recruitment firm, to the branch manager of two large multinational employment agencies. Her industry knowledge is comprehensive, and her understanding of current recruitment trends and practices is highly sought-after. From her years in the business, Sandra is expert in the common concerns of employees and is passionate about helping organizations earn the designation, “Employer of Choice.”
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