Gain Insights on How to Excel in Selling and Customer Service

The 2022 “Making Waves” Online Learning Event for CHPTA & COPA leaders is almost over but two more valuable presentations on sales and customer service are taking place next Tuesday, February 15th and Thursday, February 17^th which you can still register to attend:

If you need any help registering, please reach out to Nicole Gamble at ngamble@chpta.ca.

MOVING AWAY FROM SOLUTION SELLING TO AGILE SALES (FEB. 15, 11:00 a.m.)

Sanjay Dhebar is a highly rated faculty member with the Schulich Executive Education Centre.

The traditional method of selling solutions and depending on customer relationships is a thing of the past. Stakeholders and decision-makers now have access to strong data and product information to make an informed buying decision. Join us next Tuesday, February 15^th at 11:00 a.m. for this important session where Sanjay will discuss the skills required today to change the dynamic and become an insight champion to your customers.

Presented by Sanjay Dhebar | Feb. 15 @ 11am EST | $75 + HST
In partnership with Schulich School of Business Executive Education Centre

(CUSTOMER EXPERIENCE EXCELLENCE: THE STRATEGIC BUSINESS IMPERATIVE (FEB 17, 11:00 A.M.)

Vafa Akhavan is an executive leader with global experience across seven industries and 16 countries.

After 30 years of operating and consulting focus on CX across 7 industries in 15 countries, he will share some of the key variables of excellence in customer experience.

Vafa Akhavan | Feb. 17 @ 11am EST | $75 + HST
In partnership with Schulich School of Business Executive Education Centre

RECAP of RECENT PRESENTATIONS:

JANUARY 27TH

On January 27^th, CHPTA members were treated to an insightful webinar by Michel Shah, a specialist in Personal and Professional Development, on unconscious bias and how it effects your organization.

Michel explained how research has shown that organizations with inclusive business practices are more productive and 57.8% more likely to improve their reputations. In addition, employees who view their workplace as inclusive are likely to consider their organization to have ethical value. In the current context, embracing Diversity, Equity, Inclusion and Indigenization (DEII) is a strategic advantage, critical to risk management and business outcomes.

Michel explained however that implementing these practices can be difficult. Wherever there are people, there is bias, and bias affects how we learn, work and interact with each other. We are knowledge workers who “think for a living,” but “much of our thinking is biased, distorted, partial, uninformed or prejudiced.” She highlighted the key areas where leaders need to look for evidence of bias in their organizations. Effective leaders need to be ‘bias disruptors’.

This webinar was designed and delivered in a manner to provide opportunities for reflection on the biases you hold and provide strategies to become aware of the impact of bias on individual and organizational outcomes and reputation.

The webinar addressed three key questions:

What is Unconscious Bias?
How it Works?
Why it Matters?

We would like to thank Michel for her excellent discussion and please check out her “Upskill Talks” Podcast for leaders.

FEBRUARY 1ST

On February 1^st, in partnership with the Schulich Executive Education Centre (SEEC), Jordan Berman, Global VP, Corporate Affairs, Transformation & Strategy with Apotex, spoke to CHPTA members about implementing change within organizations and how COVID-19 has had an impact on that process.

First of all, Jordan reviewed what change management is including the types of changes and reasons for why changes happen within companies. Implementing change within organizations is not easy, resistance is very common, with 75% typically of organizational changes failing. However, Jordan discussed ways that implementing change can be more successful – listening to and engaging with employees and having proper communication is vital.

The presentation then focused on how the COVID pandemic has changed how many of us work today and amplified certain emotions and behaviours leading to a change in change management. Leaders need to be more resilient, attentive and empathetic.

We would like to thank Jordan for his insights and taking the time to speak to our members. Please take a look at his book “The Trust Trifecta” if you are looking for more information on this topic.