myPractice Learning Experiences > Course Library
- 1. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com twitter.com/practiceonus youtube.com/mypractice1stmyPractice LinkedIn myPractice Learning Experiences COURSE LIBRARY
- 2. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Table of Contents Introducing myPractice The Power of Storytelling Practice Your Value Proposition Pitch Perfection Elevate Your Presentations Presentations That Soar Consultative Selling Expert Facilitation Managing Objections The Hospitality Mindset Critical Conversations Your Influencing Style The Art of Negotiation Coach the Coach Impactful Interviews Inspire Team Effectiveness Create a Team Operating Agreement …………………………………. 3 …………………………………. 4 …………………………………. 5 …………………………………. 6 …………………………………. 7 …………………………………. 8 …………………………………. 9 ………………………………… 10 ………………………………… 11 ………………………………… 12 ………………………………….13 ………………………………….14 ………………………………….15 ………………………………….16 ………………………………….17 ………………………………….18 ………………………………….19 2
- 3. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Introducing myPractice Onsite workshop Whether you are looking to connect your brand promise to the customer experience, inspire customer loyalty or unlock the potential of your team, our professionally trained Performance Coaches will deliver a learning experience that makes change stick. myPractice learning experiences provide innovative methods to embed training and create an immediate business impact. Use the guide below to help you navigate through the onsite workshops and virtual learning experiences that can make the difference for your organization and/or team. Reveal your brand promise Deliver a great customer experience Unlock your team’s potential Virtual learning experience 3
- 4. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients The Power of Storytelling What it’s about Effective story telling is personal – especially in a business context. Personal stories are a powerful way to get your audience to “see what you mean.” This learning experience helps you understand that people are not inspired by facts, but rather by ideas. If you want to make an impact as a leader, as a sales person or as a manager, you need to simplify data, inspire change and understand the power of storytelling in a business context. Who should take it • Salespeople looking for new ways to re-engage with their customers • Marketing professionals looking to craft stories for future customers • Leaders looking for innovative ways to inspire their teams • Teams charged with developing new value propositions • Pitch teams looking to inspire their audiences Why you should take it Practice how to find the ‘gold’ in your stories to inspire and motivate your customers and teams The experience This learning experience involves an onsite workshop that is highly experiential. The typical design includes: • Finding your stories and learning how to apply them to your business context • Learning how to present your story with impact • Practicing presenting your story through a series of interactive activities Learners receive: • Session Pre-work & Workbook • Tip Sheets / Job Aids • Action Plan / Self-reflection Report Card How it works • Half-day workshop or 1-day workshop • Up to 20 learners per workshop, facilitated by 4 coaches What’s next? Practice Your Value Proposition 4
- 5. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Practice Your Value Proposition What it’s about If you’re in the midst of change, launching a new brand, or revamping an old one, your team needs to know how to deliver the new messaging to their customers in an engaging and confident manner. Provide your team with the skills and hands-on practice needed to deliver a compelling and unique value proposition that engages customers and creates an emotional connection. Who should take it • Salespeople looking for ways to re-engage their customers • Marketing professionals looking to craft stories for future customers • Leaders looking for innovative ways to inspire their teams • Teams charged with developing new value propositions • Pitch teams looking to inspire their audiences Why you should take it Practice how to deliver new messaging in a compelling and engaging manner to inspire your customers to ‘buy in’ The experience This learning experience involves a highly experiential, one-on-one virtual coaching session. Learners practice their client meetings with a Performance Coach and receive ‘in the moment’ feedback on the key value proposition skills such as: • Creating a compelling opening • Making the customer care • Delivering the marketing story • Managing objections • Ending with a strong call to action • Leveraging your Sales Tool Kit Learners receive: • Session Pre-work & Workbook • Tip Sheets / Job Aids • Action Plan / Self-reflection Report Card How it works • 1-hour virtual coaching session • Minimum of 8 learners per session 5
- 6. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Pitch Perfection What it’s about Set yourself up to win the bid! This practice-focused workshop takes you through a live simulation on your next pitch. Our Performance Coaches use proven processes and unique tools to help you perfect your pitch and win over your audience. You’ll will come away with new skills, tools and tips for your next face-to-face pitch experience. Who should take it • Pitch teams looking to practice how to inspire their audiences • Business Development leaders and teams looking to gain new customers • RFP/proposal managers looking to effectively position their company’s value proposition Why you should take it Practice how to be confident, relaxed and prepared to deliver your presentation to highlight your value proposition and win your next customer The experience This onsite workshop incorporates both group and individual experiences. Learners are coached on the skills of delivering their presentation. Focus is on: • Understanding your audience – how to relate to their needs and wants • Understanding your competition – how to uniquely position yourself • Presenting a ‘strong start’ – establishing your credibility from the get-go • Knowing what your presence is saying – owning your personal style • Showing up as a team – showcasing your collective strengths • Managing the room and your time – dealing with different personalities • Getting to a positive outcome and ending strong – pushing and pulling effectively • Answering tough questions – learning to be succinct and effective Learners receive: • Question Worksheets • Session Workbook • Tip Sheets / Job Aids • Action Plan / Self-reflection Report Card How it works • 2-day workshop • Up to 10 learners per workshop, facilitated by 2 coaches 6
- 7. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Elevate Your Presentations What it’s about Leave presentation anxiety behind, and learn the key skills required to win over your audience. This experiential workshop allows you to leverage key communication, presentation and performance-based skills to enhance your awareness and effectiveness of your personal presentation style. Who should take it • New managers looking to present ideas more effectively • Leaders focused on refining their presentation skills • Business Development professionals looking to gain new customers • Teams looking to hone their presentation skills Why you should take it Practice building confidence in delivering presentations that capture the full attention of your audience The experience This learning experience involves an onsite workshop that focuses on the fundamentals of communications and presentations, including: • Engaging your audience • Making the presentation compelling • Getting what you want from your presentations • Mastering your vocal skills – diction, tone, projection, pace and pause • Having body language awareness Learners receive: • Session Pre-work • Tip Sheets / Job Aids • Action Plan / Self-reflection Report Card How it works • Half-day workshop or 1-day workshop • Up to 20 learners per workshop, facilitated by 4 coaches What’s next? Presentations That Soar 7
- 8. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Presentations That Soar What it’s about Bring your audience to their feet! Building on the foundational skills from Elevate Your Presentations, our Performance Coaches work with learners who have taken that workshop and/or work with more senior leaders looking to enhance their expertise. Who should take it • Graduates of Elevate your Presentations looking to refine their skills • New managers looking to present their projects and ideas more effectively • Leaders focused on taking their presentation skills to the next level • Business Development leaders looking to perfect their pitch presentations Why you should take it Practice your skills to transform your presentations into high impact experiences for your audience The experience This learning experience has 2 elements: 1. Workshop: Onsite workshop with a focus on small break out sessions where learners are coached on the skills of creating a compelling presentation experience, including: • Providing a structured outline from which to create a compelling presentation • Understanding your audience’s needs and ensuring you are meeting them • Managing objections and managing questions for an effective Q&A session • Finding your authentic presence – using your body language to deliver your presentation and inspire action 2. Virtual reinforcement: Follow-up telephone coaching sessions embed the skills for successfully delivering high-impact presentations. Learners receive: • Session Pre-work • Tip Sheets / Job Aids • Action Plan / Self-reflection Report Card How it works • Half-day or 1-day workshop and 15-minute virtual reinforcement session • Up to 12 learners per workshop, facilitated by 4 coaches What’s next? Expert Facilitation 8
- 9. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Consultative Selling What it’s about Create a dialogue and make a connection with your customers from the start. How? Take the time to learn about your customer’s needs before exploring solutions, and change your listening orientation to hear what your customer is really saying. This learning experience helps you to deepen your understanding of the core skills needed to build and maintain strong business relationships. Following the workshop, engage in practice reinforcement sessions with professionally trained Performance Coaches to help you refine your skills in a simulated environment. Who should take it • Salespeople looking for ways to re-engage their customers • Marketing professionals looking to craft stories for future customers • B2B professionals looking to earn trust and build long-term relationships Why you should take it Practice how to understand your customers’ true need to deliver the right solutions and build long-term relationships The experience Core consultative skills are leveraged to custom-design a learning experience tailored to the audience’s needs and the nature of the business relationship. Learners apply listening and questioning techniques to better understand their customer’s needs. This learning experience has 2 elements: 1. Workshop: Introduces core consultative selling skills. Learners are provided with the key skills required for expert consultative selling and a road map to leverage in their real life situations. 2. Virtual reinforcement: Allows learners the chance to practice one-on-one with a Performance Coach. Realistic simulations are designed to reinforce the skills from the workshop with ‘in-the-moment’ coaching and feedback. Learners receive: • Session Pre-work & Workbook • Custom Scenarios • Tip Sheets / Job Aids • Action Plan / Self-reflection Report Card How it works • 1-day workshop and 1-hour virtual reinforcement session • Up to 20 learners per workshop, facilitated by 4 coaches What’s next? The Art of Negotiation 9
- 10. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Expert Facilitation What it’s about You are the meeting facilitator. You must guide the group through a series of decisions to reach a mutual outcome. As the facilitator, you must employ strategies to keep the group focused and ‘on task’ all while managing the various personalities. In working with our professionally trained Performance Coaches, you will come away from this learning experience with new skills, tools and tips to help you facilitate your next meeting. Who should take it • Facilitators looking to lead workshops and team meetings more effectively • Mediators curious about new ways to reach mutually beneficial outcomes Why you should take it Practice how to establish your skills and credibility to successfully conduct more productive meetings The experience This learning experience involves an onsite workshop with small break-out sessions where learners are coached on the skills of facilitating a compelling experience. Emphasis is on: • Knowing the importance of a ‘strong start’ – establishing your credibility from the get-go, even if you are not the expert in the room • Understanding what your presence says to your audience – owning your personal style • Managing the room and your time – dealing with different personalities • Getting the group to reach clear, actionable outcomes • Honing your influencing skills Learners receive: • Session Pre-work & Workbook • Tip Sheets / Job Aids • Action Plan / Self-reflection Report Card How it works • 1-day workshop • Up to 12 learners per workshop, facilitated by 4 coaches 10
- 11. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Managing Objections What it’s about Managing objections is common during daily interactions – whether with a customer or an employee. To help your team overcome objections, we can leverage your organization’s current model or provide our unique model to align to your organization’s needs. Then, we design an interactive program for your team to practice their skills. Through one-on-one feedback and coaching, we arm your team with the skills to manage objections successfully. Who should take it • Sales and frontline teams looking connect more successfully with their customers • Leaders looking for innovative ways to overcome challenges with their teams • Anyone looking for common ground to achieve mutually beneficial outcomes Why you should take it Practice how to identify your triggers and manage your reactions to connect more deeply with customers and/or employees The experience This learning experience has 2 elements: 1. Workshop: An onsite workshop and experiential breakout sessions allow learners to focus on understanding the key skills to managing objections, including: self-identifying personal triggers; slowing down a heated interaction; building listening skills and examining assumptions; providing the best possible outcome and preserving the relationship. Breakout sessions allow learners to reinforce the key objection-managing skills in several client and employee contexts. Learners receive targeted feedback while: working with their most difficult objections; observing an interaction, articulating the moment it derailed and identifying the skills needed to get the interaction back on track; practicing in groups and 1-on-1 to work on responding rather than reacting. 2. Virtual reinforcement: Follow-up virtual practice sessions embed the skills for successfully managing objections in realistic, customized scenarios. Learners receive: • Session Pre-work & Workbook • Custom Scenarios • Tip Sheets / Job Aids • Action Plan / Self-reflection Report Card How it works • Half-day workshop and 90-minute virtual reinforcement session • Up to 20 learners per workshop, facilitated by 4 coaches What’s next? Critical Conversations 11
- 12. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients The Hospitality Mindset What it’s about Deliver service excellence with the finesse and grace of a butler. An interactive workshop helps you bring a hospitality mindset to your customer interactions in a variety of situations. From there, put your butler mindset into practice and receive instant, targeted feedback on your hospitality skills. Our professionally trained Performance Coaches work with you to refine your customer service approach in unique and challenging situations. No matter what, you’ll learn how to come away from any customer interaction with grace. Who should take it • Frontline sales/service teams looking to create memorable customer experiences Why you should take it Practice how to deliver an exceptional experience in any situation to win a customer for life The experience This learning experience has 2 elements: 1. Workshop: By leveraging a professional butler’s insights, learn the skills required to handle challenging situations, persist despite obstacles and make an emotional connection to their customer. Learners are exposed to: the importance of a ‘growth’ mindset and how it is foundational to hospitality and an exceptional customer experience; ways to deliver hospitality in any situation—good or bad; the butler- inspired behaviours that can be used to demonstrate service excellence; rich stories and dialogue to reinforce the skills and learnings. 2. Virtual reinforcement: An experiential follow-up session designed to provide learners with individual, private practice in dealing with a variety of customer types in a sale/service setting. The feedback provided by a highly skilled Performance Coach is from the customer’s perspective, and focuses on how to infuse a hospitality mindset into every customer interaction. During the session, learners leverage a Roadmap of the key hospitality skills, and on the 4 touchpoints for a memorable customer experience: Connect, Communicate, Inspire Confidence and Assure. Learners receive: • Session Pre-work & Workbook • Coaching Roadmap • Custom Scenarios • Tip Sheets / Job Aids • Action Plan / Self-reflection Report Card How it works • 1-day workshop and 1-hour virtual reinforcement session • Up to 20 learners per workshop and a minimum of 8 learners per reinforcement session, facilitated by 4 coaches 12
- 13. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Critical Conversations What it’s about When the stakes are high, opinions vary and the emotions run strong. How do you move from silence to dialogue and create safety during those critical interactions? Learn and practice how to navigate emotionally charged and highly challenging conversations. This interactive workshop features a mix of coaching, skill drills and virtual practice scenarios. Who should take it • Leaders looking to carefully manage difficult conversations while preserving relationships and motivating their teams • HR professionals looking to refine their approach to emotional discussions Why you should take it Practice how to harness your emotions to successfully navigate critical conversations The experience This learning experience has 2 elements: 1. Workshop: The onsite workshop and interactive break out sessions provide learners with real life case studies to work through critical conversations. The workshop introduces the core communication skills needed to successfully handle challenging conversations. 2. Virtual reinforcement: Follow-up experiential practice sessions embed the skills for successfully handling critical conversations by allowing learners to practice realistic scenarios with a Performance Coach. Learners receive: • Session Pre-work & Workbook • Custom Scenarios • Tip Sheets / Job Aids • Action Plan / Self-reflection Report Card How it works • 1-day workshop and 1-hour virtual reinforcement session • Up to 20 learners per workshop, facilitated by 4 coaches 13
- 14. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Your Influencing Style What it’s about Every customer and colleague is unique. Using Emotional Intelligence, decode your stakeholders’ styles and behaviours to help move your relationships forward – or get them back on track. Who should take it • Salespeople looking to make a better connection with their customers • New managers looking to establish their credibility and build relationships • Team leaders looking to guide their constituents more effectively Why you should take it Practice how to observe and respond appropriately to different personality types in order to make a connection with any customer and/or colleague The experience This learning experience has 2 elements: 1. Workshop: Onsite workshop with plenary and break out sessions. The workshop content is focused on the nuances of managing various personality types, including modes of communication and communication styles, with the goal of building trust, credibility and collaboration with your customers and colleagues. 2. Virtual reinforcement: Follow-up experiential practice sessions with a Performance Coach to embed the skills for successfully influencing a variety of audiences in realistic scenarios designed for the learner audience. Learners receive: • Session Pre-work & Workbook • Custom Scenarios • Tip Sheets / Job Aids • Action Plan / Self-reflection Report Card How it works • 1-day workshop and 1-hour virtual reinforcement session (scheduled 2 weeks after the workshop) • Up to 20 learners per workshop, facilitated by 4 coaches 14
- 15. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients The Art of Negotiation What it’s about You’ve probably been negotiating most of your life; to get that salary increase, to sign a better deal or to win a new customer. The goal of this learning experience is to help you confidently and effectively negotiate with your customers and teams in everyday situations. Emphasis is on achieving mutually beneficial outcomes and strengthening your relationships. Who should take it • Leaders and managers looking to build confidence in their negotiation skills • HR professionals looking to manage and resolve the needs of various stakeholders and move forward productively • Anyone looking to take a more collaborative approach to their interactions Why you should take it Practice how to successfully negotiate with the goal of achieving a positive outcome The experience This learning experience is based on the “principled” negotiation approach of the Harvard Negotiation Project – the book “Getting to Yes” – a straightforward, universally applicable method for negotiating personal and professional disputes by following its four major principles: • Separate the People from the Problem • Focus on Interests, not Positions • Invent Options for Mutual Gain • Insist on Using Objective Criteria This learning experience has 2 elements: 1. Workshop: Onsite, customized workshop to introduce core negotiation skills. 2. Virtual reinforcement: Post-workshop practice session with a Performance Coach to reinforce the learned negotiation skills. Learners receive: • Session Pre-work & Workbook • Custom Scenarios • Tip Sheets / Job Aids • Action Plan / Self-reflection Report Card How it works • 1-day workshop and 1-hour virtual reinforcement session • Up to 20 learners per workshop, facilitated by 4 coaches 15
- 16. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Coach the Coach What it’s about Coaching is integral to your team’s productivity, motivation and wellbeing. As a coach, you need the skills and strategies to boost performance, enhance capabilities and deal with issues before they become a problem. We leverage your coaching methodology and create a customized scenario to virtually practice with our professionally trained Performance Coaches. (Bonus: If required, we can conduct an assessment of your existing coaching programs based on employee surveys, interviews, etc.) Who should take it • Companies looking to sustain learning with their internal teams • Leaders looking to better engage and inspire their teams • New managers looking to gain credibility and motivate their teams • HR professionals looking to refine their ability to motivate and address any gaps Why you should take it Practice how to provide feedback and coaching to your team in order to boost their motivation and performance The experience This learning experience has 2 elements: 1. Workshop: We leverage your existing materials and overlay our unique coaching approach to custom design a workshop that is tailored to your needs. Areas of focus could include: • Coaching to Performance • Coaching Top Performers • Difficult Conversations • Mentoring Conversations • Spot Coaching 2. Virtual reinforcement: These sessions are designed to help learners develop and sustain their coaching skills by focusing on: • Key skills and approaches to engage in effective coaching conversations • Key skills and gaps in how your team performs in its role Learners can either listen to an audio recording of an interaction between an employee and a customer, or can bring forward a real life situation to practice. Learners receive: • Session Pre-work & Workbook • Custom Scenarios • Tip Sheets / Job Aids • Action Plan / Self-reflection Report Card How it works • 1-day workshop and 1-hour virtual reinforcement session • Up to 12 learners per workshop, facilitated by 4 coaches 16
- 17. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Impactful Interviews What it’s about Make an impact the moment you begin an interview. Whether you are being interviewed for a new position or are interviewing to collect information, there are skills you can master and practice to make effective decisions and make an impact. Who should take it • Individuals in transition who are looking to prepare for an interview • Teams collecting research through interviews Why you should take it Practice how to articulate your messages, ask the right questions and really listen to leave a lasting impact The experience This learning experience involves a highly experiential, one-on-one virtual coaching session. Learners practice their interview skills with a Performance Coach and receive ‘in-the-moment’ feedback on: • Making an impression • Delivering your value proposition • Effectively exchanging information • Listening skills • Paraphrasing skills • Seeking mutual purpose and understanding Learners receive: • Session Pre-work & Workbook • Custom Scenarios • Tip Sheets / Job Aids • Action Plan / Self-reflection Report Card Road Map How it works • 1-hour virtual reinforcement session • Minimum of 8 learners per session 17
- 18. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Inspire Team Effectiveness (MBTI) What it’s about Empower your new or existing team to step up the way they function as a group by enhancing communication and the way they work together. Using the Myers Briggs Type Indicator (MBTI) survey, your team members learn about their preferred styles and those of their teammates. These insights will help you think about the different ways your team members communicate, organize information and make decisions. From there you will understand how to adapt and optimize those differences to become an effective, inspired group. Who should take it • Leaders and teams looking to enhance communications and relationships • New teams looking to connect with each other quickly in order to bring everyone together • Any team looking to continue to challenge their communications style and/or just want to have some fun Why you should take it Practice how to leverage your own and your teammates’ preferred communication, absorption and decision making styles to ensure effective team performance The experience During this onsite workshop, learners learn how the different MBTI personalities prefer to work, and how to leverage those differences within their teammates. Focus is on vital areas of improvement, such as: • Collaborating • Managing change • Building trust Breakout group sessions deepen the understanding of team members’ preferred styles, inspire change and provide direction on the improved working style. Note: Prior to the workshop, each learner completes the 7-minute MBTI survey online. A personal and confidential survey report will be provided for an understanding of their personal style preferences. How it works • Half-day workshop • Up to 20 learners per workshop, facilitated by 2 coaches What’s next? Create a Team Operating Agreement 18
- 19. 20 Queen St. W. Suite 3110, Toronto, ON M5H 3R3 practiceonus.com Practice on us, not on your clients Create a Team Operating Agreement (MBTI) What it’s about It happens. Sometimes team members stumble over simple, common sense, standard practices. If it happens too often, a Team Operating Agreement can help. As a group, learn about your personal preferred styles and those of your teammates using the Myers Briggs Type Indicator (MBTI) survey. Then, as a group, take the personal and team insights of the MBTI style differences to the next level of commitment by creating a Team Operating Agreement – a document that spells out the guiding principles that makes sense to everyone. Who should take it • Leaders and managers looking for better alignment on their teams • Teams looking to improve communications, relationships and performance • New teams looking to connect with each other quickly to accelerate formation Why you should take it Practice how to leverage your own and your teammates’ preferred styles and how to collectively respect an operating agreement that keeps the team focused and on track The experience This onsite learning experience has 3 elements: 1. Workshop: Team members learn how the different MBTI styles refer to work and how to leverage those differences within their peers. Breakout group challenges deepen the understanding of team members’ preferred styles, create energy for change and provide direction on the improved working style. 2. Practice reinforcement: During the practice sessions, learners apply their skills for adapting conversations and thinking processes based on style preferences – both one-on-one and in group breakout sessions. 3. Facilitation: The group is then facilitated through a process to collectively identify and create a Team Operating Agreement. Note: Prior to the workshop, each learner completes the 7-minute MBTI survey online. A personal and confidential survey report will be provided for an understanding of their personal style preferences. How it works • 1-day workshop; including an onsite practice reinforcement session • Up to 20 learners per workshop, facilitated by 2 coaches 19