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DTSTART;VALUE=DATE:20260108
DTEND;VALUE=DATE:20260109
DTSTAMP:20260610T192945
CREATED:20251106T174600Z
LAST-MODIFIED:20251106T174600Z
UID:27040-1767830400-1767916799@lsnl.ca
SUMMARY:Managing Difficult Phone Calls
DESCRIPTION:Handling difficult interactions on the phone is a challenging task\, especially if the caller is in a heightened state of emotion. For many\, the ability to navigate difficult phone conversations with respect and professionalism is an essential workplace skill. This workshop is designed to provide practical strategies for dealing with clients and customers over the phone who are in a heightened emotional state. Participants will learn over-the-phone techniques for de-escalating anger\, resolving conflict\, and communicating effectively. \n\n\n\n\n\n\n\n\n\nLearning Objectives\nUpon completion\, participants should be able to: \n\nApply effective listening skills to enhance understanding\nSupport emotionally heightened clients over the phone\nProblem-solve with clients for best outcomes\nDemonstrate a plan for delivering bad news\n\n\n\nMethod of Delivery\nPresentation\, video\, experiential practice\, personal reflection\, delivered electronically. \n\n\n\n\n\nSome of the Topics Included\n\nThe Complexity of Phone Communication\nQualities of a Skilled Communicator\nKey Skills for the Phone – Tone\, Volume\, and Inflection\nCommunication Style Test\nPractical Tips for Calming the Distressed Person\nIdentifying and Prioritizing Issues Raised\nDelivering Bad News\nEffective Notetaking\nPolitely Ending the Conversation\n\n\n\nTarget Audience\nThis is an introductory-intermediate level workshop. \n\n\nTerms & Conditions\nView our cancellation policy and other information regarding your live virtual workshop or for your in-person workshop. \nThis is a live virtual event\, please check your system requirements prior to registering. \n\n\n\n\n\n\n\n\n\n\n\nTrainer: Christina Reimer\nChristina has a diverse background as a leadership trainer\, director and team building and conflict resolution facilitator. With a PhD in religion\, she teaches university courses on ethics\, the world’s major religions\, and other topics. Christina has travelled extensively and worked internationally for non-profit organizations that focus on peace-building and community development. She values workplaces that promote diversity and equity and strive to resolve corporate and interpersonal conflict in productive ways. She believes that communicating well is one of the keys to creating healthy working environments. Christina has an enthusiastic and engaging presentation style and uses storytelling and humour to make workshops interesting as well as informative.
URL:https://lsnl.ca/event/managing-difficult-phone-calls-8/
LOCATION:Online
CATEGORIES:Continuing Professional Development
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/St_Johns:20260114T100000
DTEND;TZID=America/St_Johns:20260114T130000
DTSTAMP:20260610T192945
CREATED:20260106T134315Z
LAST-MODIFIED:20260106T134315Z
UID:27310-1768384800-1768395600@lsnl.ca
SUMMARY:Managing or Working with Toxic & Other Employees Who have Attitude Issues
DESCRIPTION:Duration: 60 Minutes\n\n\n\n\n\n\n\nUnlimited Attendees: Any number of participants \nRecorded Version: Unlimited viewing for 6 months (Access information will be emailed 24 hours after the completion of live webinar) \n\n\n\nOverview:\nThis webinar will help you develop assertive skills to deal with even the most challenging people. Identify the differences between assertive\, aggressive and non -assertive communication and learn tips to maintain assertiveness and set limits on people who invade boundaries or communicate with disrespect. \nUsing effective communication is vital to getting along with others. Unfortunately\, there are often no commonly understood guidelines of what is effective communication\, and many people lack insight about how they really come across. This interactive presentation offers the keys to communicating where everyone wins! Participants will learn to differentiate between hearing and listening\,and learn tips to deal with difficult people. Deal with conflict to achieve a win- win situation where everyone comes out on top!  Understand the reasons behind difficult behavior\, and how to make sure the difficult person is not you! Learn tips to promote positivity\, gratitude and kindness in the workplace. \nWhy you should Attend:\nPeople can be challenging at times\, and this webinar will offer practical tips to cope with even the most difficult person. Learn to communicate assertively with tact and finesse regardless of how difficult someone can be! Appreciate the importance of non-verbal communication and learn tips to convey your thoughts and feelings in a respectful way that respects your rights and the rights of others. \nAreas Covered in the Session:\n\nIdentify the three main types of communication – Assertive\, Non-Assertive and Aggressive\nLearn how to communicate assertively and stand up for your rights no matter how aggressive someone acts\nBecome familiar with “I” statements and use them instead of using “You” statements\nFocus on the importance of the non-verbals of communication\nUse active listening instead of just listening\nLearn how healthy thinking leads to healthy communication\nIdentify personal rights and responsibilities\nLearn the four goals and reasons for difficult behavior\nHow to identify if you are the difficult one!\nAppreciate the importance of gratitude\, empathy and forgiveness\n\nWho Will Benefit:\n\nAnyone wanting to Improve their Communication Skills\n\nSpeaker Profile \n\n\n\n\nJudith Belmont is a mental health author\, trainer and motivational speaker on a variety of personal\, emotional and workplace wellness topics. After 40 years of working as a psychotherapist\, she now offers mental health coaching via phone and Skype. She has taught Psychology at various colleges\, worked in various therapeutic settings\, including private practice\, and has led many interactive presentations and keynotes to various companies\, organizations and conferences. \nShe is the author of 7 mental health and wellness books and two Emotional Wellness Card Decks with three publishers: WW Norton\, New Harbinger and PESI. Her books are in the field of self-help and personal development\, with most of them offering therapists and trainers interactive psycho-educational activities to teach clients emotional intelligence and life skills for emotional wellness. Her books offer practical tips and activities to improve life skills such as healthy thinking skills\, effective communication\, improving empathy\, managing stress\, developing resilience\, avoiding burnout and overcoming adversity. \nThe activities\, handouts and tips in her books reflect the teachings of modern psychological techniques\, including the popular orientations of Positive Psychology and Cognitive Behavior Psychology. Judith has an MS in Clinical Psychology from Hahnemann Medical College\, and holds a BS in Psychology from University of Pennsylvania. She currently lives in Naples\, Fl. Her website is www.belmontwellness.com. \n\n\n\n\nRegister here.
URL:https://lsnl.ca/event/managing-or-working-with-toxic-other-employees-who-have-attitude-issues/
LOCATION:Online
CATEGORIES:Continuing Professional Development
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/St_Johns:20260114T100000
DTEND;TZID=America/St_Johns:20260114T130000
DTSTAMP:20260610T192945
CREATED:20260106T135510Z
LAST-MODIFIED:20260106T135510Z
UID:27316-1768384800-1768395600@lsnl.ca
SUMMARY:How to Talk to Employees as a Manager - Mastering Communication and Navigating Difficult Conversations
DESCRIPTION:Instructor: Aimee Bernstein \n\n\n\nDuration: 60 Minutes\n\n\n\n\n\n\n\nUnlimited Attendees: Any number of participants \nRecorded Version: Unlimited viewing for 6 months (Access information will be emailed 24 hours after the completion of live webinar) \n\n\n\nOverview:\nIn this mind/body training you’ll practice listening beyond reactivity so you can deeply hear the other person as well as practice aligning what you think and feel in order to communicate authentically\, powerfully and with kindness. \nThe first conversation is the one you have with yourself when reacting to what the other person says. To minimize this tendency\, participants will learn how to shift from the chatter of the mind into the mind/body\, so they are available to listen deeply. The second conversation is what the other person is stating. \nParticipants will move beyond assumptions and judgments by learning helpful questions that enhance understanding. The third conversation is the back-and-forth conversation the two of you have. Participants will be encouraged to see seed of truth within each other’s perspective so they can find a deep truth and understanding among them. Learners should be able to \n\nSee the seed of truth in different points of view to respond rather than blindly react\nStay engaged when listening instead of being distracted\nGive feedback in a way that is kind\, honest and helpful\nMake clear requests\nAsk questions that get to the heart of the matter\n\nWhy you should Attend:\nDoes your style of communicating bring stress or ease to your day? The quality of your communication directly affects your ability to authentically connect\, influence\, inspire\, and engage your board members\, associates and clients. It can create stress or bring ease and joy to your workday. How you communicate can make or break your career. Yet so many of us are unaware of our style of communication. \nWe make assumptions\, react\, interrupt\, judge and/or forget in the heat of a high-paced results-oriented workday to be kind and empathetic. Our need to be right filters our conversations\, bringing with it our biases and boundaries. Thus\, if your intent is to create a collaborative\, engaged and productive team\, you first need to refine your communication style. \nAreas Covered in the Session:\n\nThe three conversations that exist in all conversations\nHow your personality influences your ability to listen\nListening beyond reactivity\nExploration into assertive\, non-assertive and aggressive communication and their connection to needs and feeling states\nMaking requests\nThe types of questions that matter\nThe 8 rules of feedback\n\nWho Will Benefit:\n\nLeaders and others who are interested in enhancing collaboration and developing stronger relationships with their associates\nThose who want to feel comfortable asking for what they want and speaking their truth\n\n\n\nSpeaker Profile \n\nAimee Bernstein’s passion and purpose is to help individuals\, teams and organizations manifest more of their potential. She is an executive coach\, psychotherapist\, consultant\, trainer and keynote speaker with forty years experience in leadership mastery\, collaborative teams\, wellness cultures\, and mindfulness-in-action/stress reduction. Her methodology liberates people from limited mindsets\, behaviors and energy habits\, enabling them to take exponential leaps in their professional and personal development and generate successful\, innovative organizations and communities. \nHer corporate clients have included Chanel\, the Ritz Carlton\, Microsoft\, Port of Singapore Authority\, Colgate Palmolive\, and MasterCard. She has also worked with municipalities\, universities and nonprofit organizations. \nAimee is the creator of The Roar of the MORE\, an interactive Evolving Leader mind/body/energy mastery training and coaching series which guides individuals in evolving their consciousness so they may function from an upgraded version of who they are. Her approach is a blend of the energy principles and practices of aikido\, which she has trained in for forty years\, psychology and meditation. The series enables them to skillfully navigate rapid change and effectively transform their lives\, teams and organizations. \nAimee received her master’s degree in counseling psychology from Boston University and interned at Massachusetts General Hospital under the auspices of Harvard Medical School. She is a the author of Stress Less Achieve More: Simple Ways to Turn Pressure into a Positive Force in Your Life.(AMACOM) Her book is available in English\, Arabic and Mandarin. It was voted one of seventeen inspiring books to read by Thrive Global. Aimee has been listed in Who’s Who in American Women.
URL:https://lsnl.ca/event/how-to-talk-to-employees-as-a-manager-mastering-communication-and-navigating-difficult-conversations/
LOCATION:Online
CATEGORIES:Continuing Professional Development
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20260115
DTEND;VALUE=DATE:20260116
DTSTAMP:20260610T192945
CREATED:20251106T175142Z
LAST-MODIFIED:20251106T175142Z
UID:27046-1768435200-1768521599@lsnl.ca
SUMMARY:Difficult Conversations: Strategies for Challenging Discussions
DESCRIPTION:Whether sharing bad news with a client\, providing corrective action\, or talking with a colleague about an uncomfortable issue\, difficult conversations are typically stressful and often take a large mental and emotional toll. Many people avoid difficult conversations for these reasons\, or find themselves ill prepared when they must have them. Yet\, the ability to handle difficult conversations respectfully and professionally is one of the most important skills for success in the workplace. This workshop will review the key elements of preparing for\, conducting\, and concluding difficult conversations. Participants will leave with a set of tools to help ensure that difficult conversations are productive\, professional\, and respectful for all involved. \n\n\n\n\n\n\n\n\n\nLearning Objectives\nUpon completion\, participants should be able to: \n\nDescribe how to prepare for the next difficult conversation you encounter\nIdentify when and how to conduct a difficult conversation\nList some tools to help you in your difficult conversations\n\n\n\nMethod of Delivery\nPresentation\, video\, case study exercises\, experiential practice\, personal reflection\, delivered electronically \n\n\n\n\n\nSome of the Topics Included\n\nTypes of Difficult Conversations\nOur Natural Responses to Difficult Conversations\nDetermining if a Conversation is Necessary\nHow to Stop Avoiding the Interaction\nHow to Prepare for the Difficult Conversation\nKey Skills and Strategies for Engaging\nWhat to Do If They Won’t Engage\nConcluding the Conversation\nKeys for Delivering Bad News\nHow to be Open to Receiving the Difficult Conversation\n\n\n\nTarget Audience\nThis is an introductory-intermediate level workshop applicable to both employees and managers. \n\n\nTerms & Conditions\nView our cancellation policy and other information regarding your live virtual workshop or for your in-person workshop. \nThis is a live virtual event\, please check your system requirements prior to registering. \nParticipants will receive the Zoom meeting login details and information about viewing the live virtual workshop by email 3-4 calendar days prior to the date of the event. \nPlease note\, payment is required in order to receive the login details. \n\n\n\n\n\n\n\n\n\n\n\nAuthor: Andrew Wychnenka\nAndrew is a conflict management professional with over a decade of experience in delivering conflict management services such as mediation\, coaching\, and training in a variety of sectors. He is passionate about helping people understand conflict and find solutions to problems that seem insurmountable on their own. He has a bachelor’s degree in Conflict Resolution Studies and Psychology and holds a Chartered Mediator designation through the Alternative Dispute Resolution Institute of Canada. He has conducted over 100 mediation processes in court\, family\, workplace\, and community settings\, and has over 18 years of service as a leader in the Canadian military\, which includes a deployment to Afghanistan. He also spent five years as a conflict management expert for a government department where he offered internal mediation services\, training\, and group processes. Andrew believes that a having a mindset that focuses on seeking understanding is the key to resolving conflict. As a facilitator\, he is passionate about making the content of a workshop relatable through practical examples and dialogue among participants.
URL:https://lsnl.ca/event/difficult-conversations-strategies-for-challenging-discussions-4/
LOCATION:Online
CATEGORIES:Continuing Professional Development
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20260120
DTEND;VALUE=DATE:20260121
DTSTAMP:20260610T192945
CREATED:20251106T175533Z
LAST-MODIFIED:20251106T175533Z
UID:27052-1768867200-1768953599@lsnl.ca
SUMMARY:Assertive Communication
DESCRIPTION:Our communication skills and style are essential to positive and productive relations. Effective communication requires us to be clear about our own thoughts and desires\, and also to be responsive to those of others. Assertive communicators express ideas and feelings in transparent\, open\, and direct ways – stating their needs clearly and without defensiveness. In this training\, participants will build an awareness of their communication patterns and learn to deal confidently with people around them. This workshop is fun\, meaningful\, and highly effective for improving communication awareness and skills. \n\n\n\n\n\n\n\n\n\nLearning Objectives\nUpon completion\, participants should be able to: \n\nDefine assertive communication\nPractice giving an assertive opinion\nDiscuss personal boundaries and practice saying no when appropriate\nOutline the steps for giving corrective feedback in the form of a DESO script\nIdentify options for responding to negative feedback\n\n\n\nMethod of Delivery\nPresentation\, video\, experiential practice\, personal reflection\, delivered electronically. \n\n\n\n\n\nSome of the Topics Included\n\nWhat’s Required for Effective Communication\nAssertiveness Self-Assessment\nCharacteristics of Aggressive and Passive Communicators\nAssertive Communicator Characteristics\nAssertive Body Language\nGuidelines for Offering an Opinion\nStrategies for Giving Directions\nHow to Say “No” Assertively\nSkills for Making Requests\nGiving Corrective Feedback\nDealing with Difficult Responses\n\n\n\nTarget Audience\nThis is an introductory-intermediate level workshop. \n\n\nTerms & Conditions\nView our cancellation policy and other information regarding your live virtual workshop or for your in-person workshop. \nThis is a live virtual event\, please check your system requirements prior to registering. \nParticipants will receive the Zoom meeting login details and information about viewing the live virtual workshop by email 3-4 calendar days prior to the date of the event. \nPlease note\, payment is required in order to receive the login details. \n\n\n\n\n\n\n\n\n\n\n\nTrainer: Jessica Antony\nJessica is a communications specialist with over a decade of experience helping others share their stories\, with a focus on collaborative communication\, editorial development\, and content creation. She has a bachelor’s degree in Rhetoric and Communications and a master’s degree in Media Studies. Jessica facilitates workshops on leadership\, communication skills\, and content creation\, and has been teaching in the Department of Rhetoric\, Writing\, and Communications at the University of Winnipeg since 2009. In all her work\, she is committed to developing and maintaining trusting relationships\, with an attention to cultural differences\, working styles\, and mutual goals. Jessica is enthusiastic about helping people strengthen their ability to communicate clearly\, respectfully\, and with ease. She is a dynamic and engaging facilitator who is enthusiastic about understanding people’s communication styles and approaches to help them improve their capacity to effectively and respectfully communicate with those around them. Read blogs written by Jessica here.
URL:https://lsnl.ca/event/assertive-communication-4/
LOCATION:Online
CATEGORIES:Continuing Professional Development
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/St_Johns:20260120T133000
DTEND;TZID=America/St_Johns:20260120T150000
DTSTAMP:20260610T192945
CREATED:20260107T131123Z
LAST-MODIFIED:20260107T131123Z
UID:27337-1768915800-1768921200@lsnl.ca
SUMMARY:Emerging Threats and New Technology in Combatting Online Child Sexual Exploitation
DESCRIPTION:Combatting Online Child Sexual Exploitation: Public Safety Canada Webinar Series \nPublic Safety Canada is hosting a series of webinars to raise awareness and promote knowledge sharing about the crime of online child sexual exploitation (OCSE) amongst partners and stakeholders across Canada. \nTargeted participants: Cross-disciplinary audience of partners and stakeholders working to combat OCSE and to keep children safe online. Presentations include: \n\nThe OCSE/Violent Extremism Nexus in Canada – Marc-André Argentino\, PhD\, Canada Centre for Community Engagement and Prevention of Violence\, Public Safety Canada\nExtreme Sexual Violence Against Children Online: An Analysis – Alexandra Catanese\, Manager\, Cybertip.ca Operations\, The Canadian Centre for Child Protection\nA Practitioner Perspective on Nihilistic Violent Extremism – Hana Hadzifejzovic\, Project ReSet & T4C\, Team Lead\, John Howard Society of Ottawa\nProject Athena: Leveraging AI to detect unknown CSAM – Frances McAuley\, Director of Product – Trust and Safety\n\nCLICK HERE TO REGISTER \nPlease email c.culhane@lansdowne.com if you have any questions about registration.
URL:https://lsnl.ca/event/emerging-threats-and-new-technology-in-combatting-online-child-sexual-exploitation/
LOCATION:Online
CATEGORIES:Continuing Professional Development
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20260128
DTEND;VALUE=DATE:20260129
DTSTAMP:20260610T192945
CREATED:20251021T180236Z
LAST-MODIFIED:20251021T180236Z
UID:26892-1769558400-1769644799@lsnl.ca
SUMMARY:Managing the Unexpected
DESCRIPTION:When you work with people\, the unexpected is bound to happen. And as a team lead\, it’s your job to adapt\, make decisions under pressure\, and communicate these to your team.\n\n\n\n\n\n\nThis workshop gives you practical tools and skills to address emotionally complex\, people-centred workplace challenges\, such as major illnesses\, sudden departures\, ethical breaches\, and other destabilizing disruptions. You’ll be challenged to address the unexpected using a trauma-informed lens\, so you can navigate these situations with compassion\, clarity\, and confidence. When you take a trauma-informed approach\, you better understand the human impacts of these types of events and can reduce their duration and impact. \nYou’ll leave this workshop knowing how to facilitate recovery\, reflection\, and renewal after a destabilizing event\, so you can create a culture of readiness and a more resilient team. \n\n\n\n\n\n\n\n\n\nLearning Objectives\nUpon completion\, participants should be able to: \n\nUnderstanding the Impacts of Unexpected Events\nCultivating a Trauma-Informed Mindset\nAvoiding the Pitfalls of Ineffective Leadership\nEffective Communication and Decision-Making Under Pressure\nCultivating a Culture of Readiness\nAddressing Common Destabilizing Disruptions\nAddressing Common Destabilizing Disruptions Recovery\, Reflection\, and Renewal\n\n\n\nMethod of Delivery\nPresentation\, case studies\, experiential practice\, personal reflection\, and small group discussions. \n\n*Please allow only the registered individual(s) to view the materials. \nNote: An e-manual for this workshop is included in purchase. \n\n\n\n\nSome of the Topics Included\n\nUnderstanding the Impacts of Unexpected Events\nAvoiding the Pitfalls of Ineffective Leadership\nEffective Communication and Decision-Making Under Pressure\nCultivating a Culture of Readiness\nAddressing Common Destabilizing Disruptions\n\n\n\nTarget Audience\nThis workshop is for leaders\, supervisors\, managers\, HR professionals\, or anyone who wants to learn key skills to guide their team through unexpected\, people-related disruptions in the workplace. \nTerms & Conditions \n\n\nView our cancellation policy and other information regarding your live virtual workshop or for your in-person workshop. \nThis is a live virtual event\, please check your system requirements prior to registering. \nParticipants will receive the Zoom meeting login details and information about viewing the live virtual workshop by email 3-4 calendar days prior to the date of the event.\nPlease note\, payment is required in order to receive the login details. \n\n\n\n\n\n\nTrainer: Mark Schinkel\n\n\n\n\n\nFor over 30 years\, Mark Schinkel has served in public education as a Teacher\, School Administrator\, Executive Superintendent of Human Resource Services\, and Senior Superintendent of Student Achievement and Well-Being with the Waterloo Region District School Board. He holds a Bachelor of Science degree in Management\, as well as Bachelor of Education and Master of Religion degrees. Mark’s commitment to organizational excellence\, building highly effective teams\, and leadership development provides a wealth of practical experience in creating the conditions that allow employees to flourish in a safe\, inclusive\, healthy\, purposeful\, and productive work environment. He believes that effective leaders leverage and nurture the natural relationship between productivity\, organizational goals\, healthy work environments\, and individual well-being. As an experienced and considerate facilitator\, Mark places a high value on creating an engaging\, practical\, and fun learning experience that is focused on identified participant learning goals and outcomes. Read blogs written by Mark here.
URL:https://lsnl.ca/event/managing-the-unexpected/
LOCATION:Online
CATEGORIES:Continuing Professional Development
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