[vc_section full_width=”stretch_row” css=”.vc_custom_1557227320707{margin-top: 0px !important;margin-right: 0px !important;margin-bottom: 0px !important;margin-left: 0px !important;padding-top: 0px !important;padding-right: 0px !important;padding-bottom: 0px !important;padding-left: 0px !important;background-color: #f4f4f4 !important;}” el_class=”cspn-banner”][vc_row full_width=”stretch_row” css=”.vc_custom_1556814785832{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;background: #111111 url(http://bbp.gce.mybluehost.me/wp-content/uploads/2019/04/home.jpg?id=81) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}” el_class=”bg-overlay-60pc”][vc_column css=”.vc_custom_1556533548176{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}”][cspn_banner spacer=”yes” heading_elem=”h1″ heading_elem_content=”” tagline_elem=”p” tagline_elem_content=”” scrollto_triangle=”” cta_button=”” btn_link=”url:http%3A%2F%2Fmycspn.com%2F|title:FIND%20OUT%20MORE||” css=”.vc_custom_1557396592432{padding-top: 60px !important;padding-bottom: 100px !important;}”][/vc_column][/vc_row][/vc_section][vc_section][vc_row gap=”30″ css=”.vc_custom_1557396523965{margin-top: 15px !important;}”][vc_column offset=”vc_col-md-9 vc_col-xs-12″][vc_column_text]

How to Retain your CCSS© & CCSP© Designations

You’ve dedicated at least 12 hours completing CSPN’s CCSS© Bootcamp to become CCSS© and/or CCSP© certified, and you want to make sure that you are continuing your learning journey and progress to keep your designation status.

To maintain your designation, you can participate in Continuing Professional Development (CPD) activities. Here is a list of activities that are classified as pre-approved CPD activities:

• Customer Experience (CX) Conference
• Citizen Service Summit
• Women in Leadership Summit
• Training Courses & Programs (public / private)
• Webinars & Seminars
• Fireside Chats & Spotlight Interviews

[/vc_column_text][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/3″][vc_single_image image=”12997″ alignment=”center” onclick=”custom_link” img_link_target=”_blank” link=”https://mycspn.com/conference/”][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”12996″ alignment=”center” onclick=”custom_link” img_link_target=”_blank” link=”https://mycspn.com/citizen-service-summit/”][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”13001″ alignment=”center” onclick=”custom_link” img_link_target=”_blank” link=”https://mycspn.com/women-in-leadership/”][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/3″][vc_single_image image=”12999″ alignment=”center” onclick=”custom_link” img_link_target=”_blank” link=”https://mycspn.com/workshops/”][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”13000″ alignment=”center” onclick=”custom_link” img_link_target=”_blank” link=”https://mycspn.com/events/”][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”12998″ alignment=”center” onclick=”custom_link” img_link_target=”_blank” link=”https://mycspn.com/events/”][/vc_column_inner][/vc_row_inner][vc_column_text]The objectives of CPD activities are to ensure you are staying relevant in your Customer Service profession and to build your new skill set.

As a reminder, the CCSS© Designation requires individuals to obtain 15 CPD hours every 3 years. For those who have completed their CCSP© Designation, individuals will need to obtain 25 CPD hours every 3 years.[/vc_column_text][vc_column_text]

2 Steps to Stay on Top of your CPD hours are to:

STEP 1: Subscribe to our CSPN Community Mailing List. You will receive emails about new and upcoming events and sessions that are eligible to be counted towards your CPD hours.

STEP 2: Register for our Upcoming Events and Workshops by visiting our Community Page and registering for any applicable events or public course or session.[/vc_column_text][vc_row_inner][vc_column_inner][cspn_back][/vc_column_inner][/vc_row_inner][/vc_column][vc_column offset=”vc_col-md-3 vc_col-xs-12″][vc_widget_sidebar sidebar_id=”sidebar-1″][/vc_column][/vc_row][/vc_section]

[vc_section full_width=”stretch_row” css=”.vc_custom_1557227320707{margin-top: 0px !important;margin-right: 0px !important;margin-bottom: 0px !important;margin-left: 0px !important;padding-top: 0px !important;padding-right: 0px !important;padding-bottom: 0px !important;padding-left: 0px !important;background-color: #f4f4f4 !important;}” el_class=”cspn-banner”][vc_row full_width=”stretch_row” css=”.vc_custom_1556814785832{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;background: #111111 url(http://bbp.gce.mybluehost.me/wp-content/uploads/2019/04/home.jpg?id=81) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}” el_class=”bg-overlay-60pc”][vc_column css=”.vc_custom_1556533548176{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}”][cspn_banner spacer=”yes” heading_elem=”h1″ heading_elem_content=”” tagline_elem=”p” tagline_elem_content=”” scrollto_triangle=”” cta_button=”” btn_link=”url:http%3A%2F%2Fmycspn.com%2F|title:FIND%20OUT%20MORE||” css=”.vc_custom_1557396592432{padding-top: 60px !important;padding-bottom: 100px !important;}”][/vc_column][/vc_row][/vc_section][vc_section][vc_row gap=”30″ css=”.vc_custom_1557396523965{margin-top: 15px !important;}”][vc_column offset=”vc_col-md-9 vc_col-xs-12″][vc_column_text]

VIRTUAL SUMMIT CELEBRATES SUPPORTIVE COMMUNITY OF LEADERS

CSPN’s 5th Annual Women in Leadership Summit was hosted virtually from November 15th – November 26th, 2021, on the event platform Cvent.

The summit brought together over 200+ leaders, influencers, business professionals, and trailblazers within the CSPN community to share, connect, and learn.

The 10-day event included 11 interactive sessions delivered by inspirational leaders who shared personal, authentic stories and experiences on trending topics such as resilience, innovation, career transitioning, courage, and wellness. The sessions consisted of speaker presentations, fireside chats, and panel discussions that were facilitated by CSPN Partners, Jessica Cryer and David Singh.

Motivational speakers included:[/vc_column_text][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/3″][vc_single_image image=”12135″ img_size=”medium” alignment=”center”][vc_column_text]

DANIELLE CERISANO
CFO, League Inc.[/vc_column_text][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”10315″ img_size=”medium” alignment=”center”][vc_column_text]

DR. SHIMI K. KANG MD, FRCPC
CEO, Spark Mindset App[/vc_column_text][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”12134″ img_size=”medium” alignment=”center”][vc_column_text]

JOYCE ROJAS
Transformational Speaker & Money Mindset Consultant, My Success Studio[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/3″][vc_single_image image=”10319″ img_size=”medium” alignment=”center”][vc_column_text]

KELLY NGO
Managing Director, ATB Client Care, ATB Financial[/vc_column_text][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”11165″ img_size=”medium” alignment=”center”][vc_column_text]

MELISSA HURLEY
Vice President, Learning & People Development, Global Training, Bill Gosling Outsourcing[/vc_column_text][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”11164″ img_size=”medium” alignment=”center”][vc_column_text]

NATASHA SINGH
Senior Vice President of Operations, Bill Gosling Outsourcing[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/3″][vc_single_image image=”10316″ img_size=”medium” alignment=”center”][vc_column_text]

NICOLE MCNEILL
President & CAO, MPAC[/vc_column_text][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”10321″ img_size=”medium” alignment=”center”][vc_column_text]

SARAH SKLASH
Motelier / Co-owner, The June Motel[/vc_column_text][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”10322″ img_size=”medium” alignment=”center”][vc_column_text]

TRANG TRINH, CPA, CA
Founding Director & CEO, TREC Brands[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner width=”1/3″][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”3105″ img_size=”medium” alignment=”center”][vc_column_text]

COREY ATKINSON
VP, Strategic Learning & Development, CSPN[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]To promote connection and the opportunity for attendees to cultivate their networks, CSPN incorporated 3 networking sessions facilitated by established leaders aspiring to support professionals in their career development and create an inclusive community for sharing. Topics included Building Team Trust for High Performance, Finding Your Voice at Work, and Driving Team Performance Through Purpose, Function & Skills.

Engaging networking facilitators included:[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/3″][vc_single_image image=”6900″ img_size=”medium” alignment=”center”][vc_column_text]

SARA SCHMIDT
Vice President, Enterprise Strategy, Agriculture Financial Services Corporation (AFSC)[/vc_column_text][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”4988″ img_size=”medium” alignment=”center”][vc_column_text]

ANGELINE SINGH
Senior Director, Service Delivery, ADP Canada[/vc_column_text][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”10592″ img_size=”medium” alignment=”center”][vc_column_text]

MAUDRIE SMITH
Director, Customer Care Operations, Metergy Solutions Inc.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_column_text]

PRIZE WINNER

CSPN was happy to gift a complimentary 2-night stay at the June Motel in Sauble Beach to Vanessa Ruby from Canadian Tire Bank! Congratulations![/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]

AWARD CEREMONY

One of the most valued segments in CSPN’s Women in Leadership summit was the Awards Ceremony.

Each year, hardworking female business leaders were recognized for their impactful and inspiring accomplishments through our 11 Awards.

CONGRATULATIONS to the 2021 winners:[/vc_column_text][vc_column_text]

CUSTOMER ENGAGEMENT LEADER
Carolyn Van der Veen, SWCB

EMERGING LEADER
Jamie Dhillon, Purolator

EMPLOYEE EXPERIENCE LEADER
Kate Shehbaz, Canadian Tire Bank

ENTREPRENEUR OF THE YEAR
Ampai Thammachack, Step Above Stigma and the Glass Slipper Organization

 INSPIRATIONAL LEADER
Karen Cossar, ADP Canada

LEADER IN CHANGE MANAGEMENT
Rebeca Lopez, ZucoraHome

 LEADER IN DIVERSITY & INCLUSION
Paula Campkin, Energy Safety Canada

LEADER IN INNOVATION
Jennifer Quaglietta, HIROC

 LEADER IN PEOPLE & CULTURE
Rosetta Belcastro, UHN

 TECHNOLOGY LEADER
Dimitra Maniatis, ServiceNow

 CUSTOMER CENTRIC TEAM
Samsung Electronics Canada[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]To view all the Nominees, Winners and their Acceptance Speeches, please click here.

Special thank you to our attendees, facilitators, speakers, sponsors, award nominators and nominees, judges, and Advisory Council for supporting CSPN and making this a successful event.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/2″][vc_cta h2=”Sponsored by:” h4=”Silver Sponsor” txt_align=”center”][/vc_cta][/vc_column_inner][vc_column_inner width=”1/2″][vc_cta h2=”Sponsored by:” h4=”Bronze Sponsor” txt_align=”center”][/vc_cta][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner][vc_cta h2=”Hosted by:” txt_align=”center”][/vc_cta][vc_separator][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner][vc_single_image image=”12138″ img_size=”medium” alignment=”center” onclick=”custom_link” img_link_target=”_blank” link=”https://mycspn.com/wp-content/uploads/2021/12/CSPN-Women-in-Leadership-2021-Press-Release.pdf”][vc_column_text]

DOWNLOAD A COPY OF THE PRESS RELEASE

[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner][vc_single_image image=”12166″ img_size=”medium” alignment=”center” onclick=”custom_link” img_link_target=”_blank” link=”https://youtu.be/sF74ZetuWW4″][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][cspn_back][/vc_column_inner][/vc_row_inner][/vc_column][vc_column offset=”vc_col-md-3 vc_col-xs-12″][vc_widget_sidebar sidebar_id=”sidebar-1″][/vc_column][/vc_row][/vc_section]

Canadian Contact Centers will be forever changed, for the better, post-pandemic

[Toronto, ON, June 2, 2021] In Q1 2021, Customer Service Professionals Network Inc. (“CSPN”) collaborated with Microsoft Canada, Medallia, and EY Canada to engage over 400 organizations across Canada to understand the key trends influencing how contact centers are navigating service within and beyond the COVID-19 pandemic. The survey was structured to interview both contact center agents and leaders.

Major trends identified from the survey data were categorized into 5 sections: Strategy, Culture, People, Operations, and Technology and included statistics on agent productivity and collaboration, enhancing customer experiences, critical skills for success, and key technology investments for the future.

“Over the past year, Canadian contact centres have been stretched like no other time in our history” says CSPN Partner, David Singh. “Agents are working remotely, facing unprecedented call-volumes, and peaks and valleys of customer issues. Agents may be working from home but are the hidden support pillars of organizations of all sizes.”

The pandemic has really accelerated trends in the contact centre space, customers are more comfortable doing things online and over the phone, not face to face. And with the increased attention and investment, contact centres are taking advantage of technology to help reduce friction in both the customer and the agent journey.

Some of the key insights stemming from the report include:

• Over 75% of businesses placed contact centers as above average priority within their organization
• The top two priorities for contact center agents were: 1) Quality of Work Environment and 2) Ability to Work Remotely
• Over 51% of hiring managers placed Communication Skills as most important
• A 25% skills gap exists in Canadian Contact centers

[/vc_column_text][vc_row_inner][vc_column_inner width=”2/3″][vc_column_text]Reporting Findings Webinar

David Singh, CSPN, and insight leaders Rachel Lane, Solution Principal Contact Center, Medallia Inc, Cassaundra Laundry, Product Marketing Manager, Dynamics 365 Customer Engagement, Microsoft Canada, and Mike Smith, Associate Partner, Consulting, EY Canada, will discuss key findings gathered from the survey and how strategies can be implemented into various organizations and work cultures during a virtual event.[/vc_column_text][/vc_column_inner][vc_column_inner width=”1/3″][vc_column_text css=”.vc_custom_1622648962339{margin-top: 40px !important;padding-top: 15px !important;padding-right: 15px !important;padding-bottom: 15px !important;padding-left: 15px !important;background-color: #d75728 !important;}” el_class=”white-text”]Date: June 3, 2021

Time: 1PM – 1:45PM EST

Platform: WebEx

Register here[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_separator][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]###

About Medallia Inc.

Medallia is the pioneer and market leader in customer, employee, citizen and patient experience. The company’s award-winning SaaS platform, Medallia Experience Cloud, is becoming the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IOT, social media and corporate messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities and drive revenue impacting business decisions, providing clear and potent returns on investment.

About EY

EY is dedicated to helping organizations solve their toughest challenges and realize their greatest ambitions – from start-ups to Fortune 500 companies – and the work we do with them is as varied as they are. Through our four service lines — Assurance, Consulting, Strategy and Transactions, and Tax — we help our clients capitalize on transformative opportunities. And in a fast-changing world, we give them the support they need to be effective today and create long-term value for tomorrow. Across all disciplines and from every angle, EY professionals draw on our shared creativity, experience, judgment and diverse perspectives to reframe the future for our clients – now, next and beyond. For more information about our organization, please visit ey.com.

About CSPN

CSPN is a boutique customer and employee experience consultancy that also helps to curate a network of over 15,000 customer professionals across Canada. Over the past 20-years, CSPN has helped over 1,000+ clients to design, develop, and deliver high-impact training with the goal of making remarkable differences in the lives of employees and customers. CSPN leverages human-centered design principles and best practices in adult learning to drive high engagement and content retention. CSPN help organizations answer two strategic questions: 1) How do we create happier customers? 2) How do we create happier employees?

For more information on the report or to discuss how the survey data can be used to benchmark your organization, please contact:

David Singh
Partner
(905) 477-5544
[email protected][/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes” disable_element=”yes”][vc_column_inner width=”1/2″][vc_cta h2=”Sponsored by:” txt_align=”center”][/vc_cta][/vc_column_inner][vc_column_inner width=”1/2″][vc_cta h2=”Hosted by:” txt_align=”center”][/vc_cta][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][cspn_back][/vc_column_inner][/vc_row_inner][/vc_column][vc_column offset=”vc_col-md-3 vc_col-xs-12″][vc_widget_sidebar sidebar_id=”sidebar-1″][/vc_column][/vc_row][/vc_section]

[vc_section full_width=”stretch_row” css=”.vc_custom_1557227320707{margin-top: 0px !important;margin-right: 0px !important;margin-bottom: 0px !important;margin-left: 0px !important;padding-top: 0px !important;padding-right: 0px !important;padding-bottom: 0px !important;padding-left: 0px !important;background-color: #f4f4f4 !important;}” el_class=”cspn-banner”][vc_row full_width=”stretch_row” css=”.vc_custom_1556814785832{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;background: #111111 url(http://bbp.gce.mybluehost.me/wp-content/uploads/2019/04/home.jpg?id=81) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}” el_class=”bg-overlay-60pc”][vc_column css=”.vc_custom_1556533548176{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}”][cspn_banner spacer=”yes” heading_elem=”h1″ heading_elem_content=”” tagline_elem=”p” tagline_elem_content=”” scrollto_triangle=”” cta_button=”” btn_link=”url:http%3A%2F%2Fmycspn.com%2F|title:FIND%20OUT%20MORE||” css=”.vc_custom_1557396592432{padding-top: 60px !important;padding-bottom: 100px !important;}”][/vc_column][/vc_row][/vc_section][vc_section][vc_row gap=”30″ css=”.vc_custom_1557396523965{margin-top: 15px !important;}”][vc_column offset=”vc_col-md-9 vc_col-xs-12″][vc_column_text]

Project Leadership – Thinking beyond the Project

As we kick off 2021 – things continue to be different and challenging, but some things remain the same and unchanged. Especially in my world of organizational growth and development. Especially when it comes to leadership.

I have been delivering a Project Leadership Program with Rose Hastreiter from L3C, and we have been fielding a lot of questions from participants through the three day program. But one question that stood out for us recently was: “Given all the adaptations, constraints, and expectations many organizations and stakeholders have, how does one dial into the “right” mindset for project success? What approach will bring the most value for each part of the organizational ecosystem?”[/vc_column_text][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/6″][vc_column_text]RH[/vc_column_text][/vc_column_inner][vc_column_inner width=”5/6″][vc_column_text]As organizational advisors, we know all too well how important the choice of mindset is. How we choose to set our attitude has direct impacts on relationships, communication, focus, and follow-through. For project teams, it helps inform the details. For project leaders, our mindset becomes our key interface into our groups and our plans. For me, intentionally choosing my mindset, becomes a quick way for my groups to add value to any decision, and ensure the long term success and sustainability of our projects and people., we know all too well how important the choice of mindset is. How we choose to set our attitude has direct impacts on relationships, communication, focus, and follow-through. For project teams, it helps inform the details. For project leaders, our mindset becomes our key interface into our groups and our plans. For me, intentionally choosing my mindset, becomes a quick way for my groups to add value to any decision, and ensure the long term success and sustainability of our projects and people.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/6″][vc_column_text]CA[/vc_column_text][/vc_column_inner][vc_column_inner width=”5/6″][vc_column_text]When I think about mindset, I think about beliefs, attitude, habits or and even – perspective. Because that is what life is – in my humble opinion – all about, perspective. The way we look at things around us, coming at us, beside us or past us. The way we see things is where we live from. Perspectives guides all our choices. Determines the impact of our relationships. And definitely plays a role in how we handle conflict or challenge. Depending on your experience with projects – you may be aware that the truly effective project management requires a solid foundation in leadership. So a first step to “dial into the right mindset” is to have a clear perspective and understanding of our roles as a leader. And that perspective must embody all levels of leadership – in mind, in communication, and in action. But of all three, it is our leadership mindset that is most critical, yet most often over looked.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][cspn_content scheme_color=”#d75728″ font_size=”36px” line_height=”1.2em” text_color=”#d75728″ remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=””]

Why Perspective Matters

[/cspn_content][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/6″][vc_column_text]CA[/vc_column_text][/vc_column_inner][vc_column_inner width=”5/6″][vc_column_text]Perspective is critical because it is our “mind’s eye” and consciously and unconsciously impacts how we look at our personal and work landscapes. Those landscapes are all the projects we are working on; or the plans we are putting together; the conversations we are having and the ones we need to have.

And as I look at the initiatives I have worked on over the years, I have learned that there is a “perspective” that is missing for planning and projects to be truly impactful. I am not saying that you or others have not considered this, but I find that it is a huge missing in project management and project leadership.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/6″][vc_column_text]RH[/vc_column_text][/vc_column_inner][vc_column_inner width=”5/6″][vc_column_text]One thing I enjoy about holidays is my perspective. It’s not necessarily less busy, but I usually enjoy a slower work pace, I get a chance to catch up with friends and family, ease up on my projects, and take a step back. For me, it helps me see life from a different perspective. A chance to look through at the world with a different pair of glasses. And to think beyond the project, is one of the most valuable set of mindset glasses I try and look through each day. These four words help me step back and take a look at any project on the board, and beyond the end date.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]

Here’s one mindset that we believe will add value while navigating your multiple projects this year: Think beyond the project.

[/vc_column_text][vc_column_text]It is the mindset of thinking beyond the project – T.B.T.P. For those well versed in project management lingo, we know that an effective project has a beginning and an end. Going out for a run – as part of your exercise regime to stay fit – is not a project. But even though we train for and then compete in the marathon – how would things be different if we thought beyond the project? Imagine what that would look like and what this type of thinking could allow for?

So to get your thinking started, consider these 4 questions to help you create a “thinking beyond the project” mindset:[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/2″][vc_column_text css=”.vc_custom_1614636724070{background-color: #d75728 !important;}”]

What’s the culture we want to support?

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“The way we do things around here”. Thinking culture is leadership legacy in action – what will be left behind after we leave. Although the project itself may be finite, there is great power and reward in operating in a way that has a positive impact on what happens to those involved when the project is wrapped up. Think about great teams you have worked on, and you know what I am talking about. What are the behaviours, conversations and interactions that you want the project to have and be guided by. When you put all of these together you have your culture.

[/vc_column_text][/vc_column_inner][vc_column_inner width=”1/2″][vc_column_text css=”.vc_custom_1614636730093{padding-right: 5px !important;padding-left: 5px !important;background-color: #d75728 !important;}”]

What’s are some specific indirect value of doing this?

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How will this help us strengthen our team and stakeholder relationships? Is it really worth the detailed effort to this level of quality? Why? A direct value is something we can measure against the results of the project, whereas the indirect value needs to be discussed and measured too.

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What will communication look like?

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Taking the time to think about your communication and the team’s (project, group or department) communication is really simple: it is not what you communicate, but also how we communicate – that is important to success (one of the life’s maxims that I believe will never change). Will your communications be autocratic and your voice is the only one that matters? Or will you choose more of a laissez-faire approach? Will you ensure everyone gets a voice throughout the project or will you just focus on your most important stakeholders?

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What opportunities could this help us discover after the project ends?

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How will this help others authentically want to work with us in the future? How will any of these processes or methods be used outside of this project? If we decide to spend time and effort on a new project report for example, can this report be used across other types of projects? Are we adding value to the future of our teams and our organizations?

[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][cspn_content scheme_color=”#d75728″ font_size=”36px” line_height=”1.2em” text_color=”#d75728″ remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=””]

In closing

[/cspn_content][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/6″][vc_column_text]CA[/vc_column_text][/vc_column_inner][vc_column_inner width=”5/6″][vc_column_text]The challenge is determining the best choice based on your focus – project, SMART goal, or business results, but make sure that you make a choice that will show that you are thinking and communicating beyond the objectives and results of any one project.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/6″][vc_column_text]RH[/vc_column_text][/vc_column_inner][vc_column_inner width=”5/6″][vc_column_text]And these four questions can actually help you make decisions when running the detail on a project. The answers can have deep impact on things like resourcing, quality and effort expectations, and most importantly, our relationships and influence on our overall organizational ecosystems. Even in the midst of a perceived or real failure, this mindset can help calibrate our teams towards the value of working through a challenge, no matter the outcome.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]Key Takeaway: As we think about our organizational ecosystems we want to create, it begins with our intentional approach to our mindset, that will determine our success today, and tomorrow. If we don’t know which mindset to choose, then consider starting here: think beyond the project.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][cspn_back][/vc_column_inner][/vc_row_inner][/vc_column][vc_column offset=”vc_col-md-3 vc_col-xs-12″][vc_widget_sidebar sidebar_id=”sidebar-1″][/vc_column][/vc_row][/vc_section]

[vc_section full_width=”stretch_row” css=”.vc_custom_1557227320707{margin-top: 0px !important;margin-right: 0px !important;margin-bottom: 0px !important;margin-left: 0px !important;padding-top: 0px !important;padding-right: 0px !important;padding-bottom: 0px !important;padding-left: 0px !important;background-color: #f4f4f4 !important;}” el_class=”cspn-banner”][vc_row full_width=”stretch_row” css=”.vc_custom_1556814785832{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;background: #111111 url(http://bbp.gce.mybluehost.me/wp-content/uploads/2019/04/home.jpg?id=81) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}” el_class=”bg-overlay-60pc”][vc_column css=”.vc_custom_1556533548176{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}”][cspn_banner spacer=”yes” heading_elem=”h1″ heading_elem_content=”” tagline_elem=”p” tagline_elem_content=”” scrollto_triangle=”” cta_button=”” btn_link=”url:http%3A%2F%2Fmycspn.com%2F|title:FIND%20OUT%20MORE||” css=”.vc_custom_1557396592432{padding-top: 60px !important;padding-bottom: 100px !important;}”][/vc_column][/vc_row][/vc_section][vc_section][vc_row gap=”30″ css=”.vc_custom_1557396523965{margin-top: 15px !important;}”][vc_column offset=”vc_col-md-9 vc_col-xs-12″][vc_row_inner][vc_column_inner][vc_column_text][/vc_column_text][/vc_column_inner][/vc_row_inner][vc_column_text]

BLACK HISTORY MONTH 2021

As we celebrate Black history month this year, let’s do something different.

Yes, we still want to recognize how great African Canadians and African Americans have contributed to society, but let’s look deeper at who they were. Let’s take a moment to think about what got them there. Let’s look at their character and not just the colour of their skin.

And of course, when we think about character, we think about leadership. And when I think about leadership, I think about courage.[/vc_column_text][vc_row_inner][vc_column_inner width=”1/3″][vc_column_text]

CHARACTER

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LEADERSHIP

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COURAGE

[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]Whether it is Carter G. Woodson, Frederick Douglass or even Bessie Coleman, the first African American woman to receive an international pilot license, it is their character that we need to recognize not just the colour of their skin.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner width=”1/3″][vc_single_image image=”8139″ alignment=”center”][vc_column_text]

Carter G. Woodson
American historian[/vc_column_text][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”8138″ alignment=”center”][vc_column_text]

Frederick Douglass
American abolitionist[/vc_column_text][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”8140″ alignment=”center”][vc_column_text]

Bessie Coleman
American aviator[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]After all, even Martin Luther King said, “…let us be judged not by the colour of our skin but by the content of our character”.[/vc_column_text][vc_column_text]

“…not be judged by the colour of their skin but by the content of their character.”

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Martin Luther King, Jr.
American minister and activist[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]So, this month, in an effort to look at things differently, let’s take Martin Luther King Jr.’s words to heart, and consider for a moment, Carter’s, Frederick’s and Bessie’s character more than their colour. And in particular when I think character, I think courage. When we take a look closer at many black historians, courage is the core of what they did and who they are. After all, could we have imagined what it would have been like for them to stand up for what they believed in or to tread into new territories that others that look like could not do so before? Could you have imagined the fear that they would have to go to bed with at night and that the resolve they would wake up in the morning to keep pushing on?

All I ask you is to consider their courage.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][cspn_content scheme_color=”#d75728″ font_size=”36px” line_height=”1.2em” text_color=”#d75728″ remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=””]

WE CHALLENGE YOU TO THINK ABOUT AND TO PUT INTO ACTION

[/cspn_content][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]So, when you think about Black History this month or for any month, for that matter, take a moment to think about, or discuss, or journey what courage looked like for any one we recognize as black historians. And I challenge you to think about and to put into action, steps that we can all take to harness our own leadership, our own courage to support others regardless of the colour of their skin and the content of our character.

Let us know your thoughts in the comments below or continue the conversation us on social media at @mycspn.

#BlackHistoryMonth #BHM2021 #TheFutureIsNow[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][cspn_back][/vc_column_inner][/vc_row_inner][/vc_column][vc_column offset=”vc_col-md-3 vc_col-xs-12″][vc_widget_sidebar sidebar_id=”sidebar-1″][/vc_column][/vc_row][/vc_section]

VIRTUAL SUMMIT A SUCCESS!

CSPN’s 4th Annual Women in Leadership Summit was hosted virtually over 10-days on the Digital Learning Platform, Brightspace. This inclusive Summit brought together over 30 organizations and 200+ business leaders and professionals from 10+ industries to celebrate, learn, and collaborate – all from the comfort of their own home.

CSPN was proud to support the registered Canadian charity, Up With Women, that is dedicated to helping recently homeless and at-risk women to build sustainable, prosperous careers and businesses with the aim of permanently exiting poverty. A portion of each ticket sale was donated to Up With Women to support their program and participants.

Over the 10-days, attendees were immersed in 8 Skill-Builder presentations facilitated by experienced leaders and professionals who inspired attendees with thought-provoking content from diverse perspectives on wellness, mindfulness, collaboration, innovation, networking, mentoring, and personal branding. A very special thank you to our Skill-Builder Sponsor, The Ontario Association of Certified Engineering Technicians and Technologists (OACETT), and our speakers:[/vc_column_text][vc_row_inner][vc_column_inner width=”1/3″][vc_single_image image=”5927″ img_size=”medium” alignment=”center”][vc_column_text]

BARBARA DEVINE
Personal Branding and Business Coach

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DAVE WILKIN
Founder, Ten Thousand Coffees

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DR. GAIL LEVITT
President, Levitt Communications Inc.

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DR. GILLIAN MANDICH
Keynote Speaker & Happiness Expert

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GLAIN ROBERTS-MCCABE
Founder & President, The Roundtable

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JENNY KRUGHKOV
Wellness Coach & Public Health Nurse & Speaker

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LILLIETTE DAVIDSON
VP, Business Management & Development, Ontario Pharmacists Association

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SABRINA SDAO
Human Capital, Deloitte

[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]To provide another level of engagement, CSPN incorporated 4 Networking Sessions that were designed to enable attendees to broaden their knowledge, cultivate their networks, identify new industry opportunities, and grow professionally. Each session was created in support of specific groups including Women in Sales, Women in Customer Service, New Leaders, Director & C-Suite Level Leaders, and Supervisors & Managers, and were facilitated by members of our trusted Advisory Council.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][cspn_content scheme_color=”#ac8e53″ font_size=”36px” line_height=”1.2em” text_color=”#ac8e53″ remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=””]

FIRESIDE CHAT

[/cspn_content][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]Jessica Cryer, one of CSPN’s Managing Partners, hosted an engaging fireside chat with Sevaun Palvetzian, Chief Communications Officer at Rogers Communications on Moving Up and Across the Ladder: Maintaining Career Trajectory and Impact While Shifting Industries.

Sevaun shared insightful, authentic advice on how she overcame obstacles and progressed throughout the journey of her career in addition to advice for leaders at all levels of organizations.

Attendees thoroughly enjoyed Sevaun’s unique perspective on professionally sustaining momentum and growth, especially during times of challenges and change, to lead for success.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_single_image image=”6016″ img_size=”medium” alignment=”center”][vc_column_text]

SEVAUN PALVETZIAN
Chief Communications Officer at Rogers Communications

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AWARD CEREMONY

[/cspn_content][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]Each year, the Women in Leadership Summit includes an Awards Ceremony designed to recognize the tenacious, impactful, and successful industry leaders who have worked hard to strengthen their brand, their community, and advance the customer experience industry.

CONGRATULATIONS to all nominees who were selected as an award winner. The roster was filled with true, authentic leaders who have achieved great success!

CSPN presented 17 awards in total, with 2 of the categories, the Emerging Leader and Customer Experience Advocate, being presented to multiple winners.[/vc_column_text][/vc_column_inner][vc_column_inner][vc_column_text]

CUSTOMER ENGAGEMENT LEADER
Vicki Simons, Parkland Corporation

 EMPLOYEE EXPERIENCE LEADER
Ana Estrada, Paragon Securities 

ENTREPRENEUR OF THE YEAR
Jennifer Bradbury, DRMG 

GLOBAL INFLUENCER
Sarah Jordan, Mastermind Toys

 INSPIRATIONAL LEADER
Amy Izzard, Oticon Canada 

LEADER IN CHANGE MANAGEMENT
Nadia Kassam, Sobeys

 LEADER IN DIVERSITY & INCLUSION
Melanie Christou, Ethoca

LEADER IN INNOVATION
Lorri Rowlandson, BGIS

 LEADER IN PEOPLE & CULTURE
Michelle Solski, City of Brampton

 LIFETIME ACHIEVEMENT
Lili Fournier, ZOLAR Entertainment

 MENTOR LEADER
Karyne Steele, ReSound Canada

 MILLENNIAL LEADER
Rhonelle Bruder, Project iRise

 ORGANIZATIONAL LEADER
Sandra Tomassini, Apotex Inc.

 TECHNOLOGY LEADER
Sara Schmidt, AFSC

 THOUGHT LEADER
Fariba Rawhani, Teranet

[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]To view all the Nominees, Winners and their Acceptance Speeches, please click here.

Special thank you to our workshop facilitators, speakers, sponsors, award nominators and nominees, judges, and Advisory Council for supporting CSPN and making this a successful event.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/2″][vc_cta h2=”Sponsored by:” txt_align=”center”][/vc_cta][/vc_column_inner][vc_column_inner width=”1/2″][vc_cta h2=”Hosted by:” txt_align=”center”][/vc_cta][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][cspn_back][/vc_column_inner][/vc_row_inner][/vc_column][vc_column offset=”vc_col-md-3 vc_col-xs-12″][vc_widget_sidebar sidebar_id=”sidebar-1″][/vc_column][/vc_row][/vc_section]

[vc_section full_width=”stretch_row” css=”.vc_custom_1557227320707{margin-top: 0px !important;margin-right: 0px !important;margin-bottom: 0px !important;margin-left: 0px !important;padding-top: 0px !important;padding-right: 0px !important;padding-bottom: 0px !important;padding-left: 0px !important;background-color: #f4f4f4 !important;}” el_class=”cspn-banner”][vc_row full_width=”stretch_row” css=”.vc_custom_1556814785832{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;background: #111111 url(http://bbp.gce.mybluehost.me/wp-content/uploads/2019/04/home.jpg?id=81) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}” el_class=”bg-overlay-60pc”][vc_column css=”.vc_custom_1556533548176{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}”][cspn_banner spacer=”yes” heading_elem=”h1″ heading_elem_content=”” tagline_elem=”p” tagline_elem_content=”” scrollto_triangle=”” cta_button=”” btn_link=”url:http%3A%2F%2Fmycspn.com%2F|title:FIND%20OUT%20MORE||” css=”.vc_custom_1557396592432{padding-top: 60px !important;padding-bottom: 100px !important;}”][/vc_column][/vc_row][/vc_section][vc_section][vc_row gap=”30″ css=”.vc_custom_1557396523965{margin-top: 15px !important;}”][vc_column offset=”vc_col-md-9 vc_col-xs-12″][vc_column_text]

Dealing with unexpected change? Break down silos – first.

[/vc_column_text][vc_column_text]To stay competitive in the face of our global pandemic disruption, many companies must rethink and retool their offerings and operations. This kind of agile transformation, however, requires a collaborative effort from all parts of the organization, no matter how different their processes, systems, and cultures have been in the past.

The value of horizontal teamwork is widely recognized. Employees who can reach outside their silos to find colleagues with complementary expertise learn more, sell more, and gain skills faster. The work I have done with organizations across every industry has shown that firms with more cross-boundary collaboration achieve greater customer loyalty and higher margins. As successful change hinges more and more on interdisciplinary cooperation, digitalization transforms business at a breakneck pace, and globalization increasingly requires people to work across national borders, the demand for new ways of thinking, doing and leading continues to rise.

Most large companies have divisions, or even groups and functions within divisions, that operate in silos. This can be for good reason; in the knowledge economy, jobs often require that professionals work with people who possess similar professional skills to fulfill specific mandates. Silos can exist to harness knowledge-based skills, or specific job functions, or they can be geographic. In many industries, silos are vital to productivity.

But when organizational transformation is needed, silo-mindsets impact that the very parts of your company that must work together are unaccustomed to doing so, and even unable to communicate with one another because they are culturally misaligned, or inherently territorial. These problems can complicate change efforts, delay new client offerings or derail delivery of their benefits.

During these times of significant change and volatility, when organizations must be agile, silos can be stubborn obstacles to creating a more effective path to growth and profitability. Here are the most common roadblocks to change silos create and recommended solutions to ensure silos do not hold up transformation.

Key challenges of silo busting in these exceptional times are:[/vc_column_text][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/3″][cspn_content scheme_color=”#d75728″ font_size=”21px” line_height=”1.2em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”yes” custom_bullets_color=”#d75728″]

• Change is needed, but the path is unclear.

[/cspn_content][/vc_column_inner][vc_column_inner width=”1/3″][cspn_content scheme_color=”#2c3539″ font_size=”21px” line_height=”1.2em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”yes” custom_bullets_color=”#d75728″]

• Struggle to solve cross-functional problems.

[/cspn_content][/vc_column_inner][vc_column_inner width=”1/3″][cspn_content scheme_color=”#2c3539″ font_size=”21px” line_height=”1.2em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”yes” custom_bullets_color=”#d75728″]

• Lack of leadership consensus.

[/cspn_content][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/3″][vc_single_image image=”8630″ img_size=”250×500″ alignment=”center”][/vc_column_inner][vc_column_inner width=”2/3″][cspn_content scheme_color=”#d75728″ font_size=”21px” line_height=”1.2em” text_color=”#d75728″ remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”” css=”.vc_custom_1616098529101{padding-bottom: 15px !important;}”]Challenge: It is clear that change is needed, but the path forward is unclear.[/cspn_content][cspn_content scheme_color=”#2c3539″ font_size=”21px” line_height=”1.2em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=””]Issue[/cspn_content][vc_column_text]Warring, competing agendas at the top; inertia at the bottom among those not yet directly affected by the changing market; and confusion among the rank-and-file about what to do day-to-day to enable strategy.[/vc_column_text][cspn_content scheme_color=”#2c3539″ font_size=”21px” line_height=”1.2em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=””]Solution[/cspn_content][vc_column_text]Align senior leaders to clarify the path forward and develop the governance to provide guidance along the way. Depending on the level of change required, you may have to engage both business lines and functions broadly, which requires strong and clear messaging from the C-suite. This support can mean the difference between failure and success: When teams have aligned support and ownership, you will see a much higher rate of success compared with those that have not.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”2/3″][cspn_content scheme_color=”#d75728″ font_size=”21px” line_height=”1.2em” text_color=”#d75728″ remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”” css=”.vc_custom_1616098583572{padding-bottom: 15px !important;}”]Challenge: Siloed teams struggle to solve cross-functional problems.[/cspn_content][cspn_content scheme_color=”#2c3539″ font_size=”21px” line_height=”1.2em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=””]Issue[/cspn_content][vc_column_text]There is a strong temptation to create teams composed of people who have a history of successfully working together; it seems efficient because they can speak in shorthand and share similar norms and ways of working. However, this approach replicates existing problems — often the ones that you are trying to eliminate — instead of encouraging individuals from different functions to truly “think future state” and collaborate.[/vc_column_text][cspn_content scheme_color=”#2c3539″ font_size=”21px” line_height=”1.2em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=””]Solution[/cspn_content][vc_column_text]Rather than creating separate groups of functional and business unit representatives, create cross-functional work streams and teams. Pay attention not just to the composition of the team, but also to the size. In large teams, responsibility is often diffuse, which can lead to stalling of efforts. Continue to monitor the team make up and interactions and make adjustments where needed.[/vc_column_text][/vc_column_inner][vc_column_inner width=”1/3″][vc_single_image image=”8628″ img_size=”250×500″ alignment=”center”][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner width=”1/3″][vc_single_image image=”8629″ img_size=”250×500″ alignment=”center”][/vc_column_inner][vc_column_inner width=”2/3″][cspn_content scheme_color=”#d75728″ font_size=”21px” line_height=”1.2em” text_color=”#d75728″ remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”” css=”.vc_custom_1616098626141{padding-bottom: 15px !important;}”]Challenge: Leaders can’t reach consensus.[/cspn_content][cspn_content scheme_color=”#2c3539″ font_size=”21px” line_height=”1.2em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=””]Issue[/cspn_content][vc_column_text]Conflicts are inevitable, but with the establishment of new governance models, teams, and structures, the path to resolution is also uncharted territory. And although we often recommend having two leaders, their equal stature can result in a standoff.[/vc_column_text][cspn_content scheme_color=”#2c3539″ font_size=”21px” line_height=”1.2em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=””]Solution[/cspn_content][vc_column_text]Clarify who has the final decision-making authority. In some instances, you can deliberately create a situation where two people have the decision-making authority and must jointly make the final decision. In such cases, you need to make certain the right data is being brought to the table and is transparent to both parties, to ensure that the disagreement is not a result of one party’s data that the other might dispute.

Adjusting to market disruptions is often a high-stakes proposition for organizations. Failing to break down silos and disrupt the status quo is riskier. By leveraging the 3 best practices described here, leaders can improve collaboration, communication, and trust between their teams and create a more effective path to growth and profitability during times of significant change.

And even after the most significant changes have occurred, the process of breaking down silos will have made an organization more flexible and agile for the future. Silos may remain, but they are less likely to be rigid obstacles if a company has approached transformation this way.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_separator][vc_column_text]Corey Atkinson
VP of Strategic Learning & Development
[email protected][/vc_column_text][vc_column_text]As an experienced organizational development speaker, consultant, master facilitator, coach, and author – his focuses on delivering meaningful and measurable strategies for organizations to create insightful leaders and harness team potential. With over 20 years in the organizational development industry, Corey is well known for his ability to connect with any audience at any size. He has provided strategic learning, organizational consulting, professional speaking, coaching and training to organizations – of all sizes – across North America. Some of his clients include: Shell, Aviva, BMO, VIA, Tim Hortons, Miele, and government agencies at all levels. He has a results-based partnership approach to develop customized solutions that meet an organization’s unique business needs and resolve their most significant issues, helping them to create a lasting competitive advantage.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][cspn_back][/vc_column_inner][/vc_row_inner][/vc_column][vc_column offset=”vc_col-md-3 vc_col-xs-12″][vc_widget_sidebar sidebar_id=”sidebar-1″][/vc_column][/vc_row][/vc_section]

[vc_section full_width=”stretch_row” css=”.vc_custom_1557227320707{margin-top: 0px !important;margin-right: 0px !important;margin-bottom: 0px !important;margin-left: 0px !important;padding-top: 0px !important;padding-right: 0px !important;padding-bottom: 0px !important;padding-left: 0px !important;background-color: #f4f4f4 !important;}” el_class=”cspn-banner”][vc_row full_width=”stretch_row” css=”.vc_custom_1556814785832{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;background: #111111 url(http://bbp.gce.mybluehost.me/wp-content/uploads/2019/04/home.jpg?id=81) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}” el_class=”bg-overlay-60pc”][vc_column css=”.vc_custom_1556533548176{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}”][cspn_banner spacer=”yes” heading_elem=”h1″ heading_elem_content=”” tagline_elem=”p” tagline_elem_content=”” scrollto_triangle=”” cta_button=”” btn_link=”url:http%3A%2F%2Fmycspn.com%2F|title:FIND%20OUT%20MORE||” css=”.vc_custom_1557396592432{padding-top: 60px !important;padding-bottom: 100px !important;}”][/vc_column][/vc_row][/vc_section][vc_section][vc_row gap=”30″ css=”.vc_custom_1557396523965{margin-top: 15px !important;}”][vc_column offset=”vc_col-md-9 vc_col-xs-12″][vc_column_text]

Sustaining Change

[/vc_column_text][vc_column_text]Most of us are familiar with the following expressions:

“The only constant is change”
“Change is never easy”
“There is nothing wrong with change, if it is in the right direction”
“Change before you have to”

However, no words can alter the fact that change and disruption are difficult for both individuals and teams. When faced with an unexpected or unwelcome transition, it is human nature to descend into fear and doubt.

During unstable times, the core issue for many people is personal survival. In many organizations, managing change becomes difficult because putting bread on the table, family health, mortgage payments, and coping with an uncertain future consumes our thoughts and priorities. So, well-intended, straight-forward changes are viewed through a lens of suspicion. Though all skills sets are important when creating and implementing change, in unstable times, it is your people skills that will prove to be most valuable.

As we continue to manage the change and disruption in our lives, CSPN has put together some key perspectives to remember that can help you, your team, and your company get through it all.[/vc_column_text][vc_row_inner equal_height=”yes”][vc_column_inner][cspn_content scheme_color=”#d75728″ font_size=”21px” line_height=”1.2em” text_color=”#d75728″ remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”” css=”.vc_custom_1616103142916{padding-bottom: 15px !important;}”]1. Remember: We are Always Changing. Change is Inevitable[/cspn_content][vc_column_text]Often when a change is unprecedented, much like our current pandemic, it becomes even more challenging to manage because of unspoken expectations. If your staff members have fallen into the trap of assuming they work in a stable and comfortable environment, where they always work with the same coworkers, reporting to the same manager, they may feel blindsided and betrayed when you alter the reporting structure or role focus. To help them and you remember that change is inevitable, switch things up once in a while to keep everyone on their toes – in a good way. It can be as simple as changing the update order during virtual meetings. Little actions like this can go a long way to developing and sustaining a culture where people are comfortable with change.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner][cspn_content scheme_color=”#d75728″ font_size=”21px” line_height=”1.2em” text_color=”#d75728″ remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”” css=”.vc_custom_1616103190309{padding-bottom: 15px !important;}”]2. Remember: Focus on What’s in it For Them (WIIFT) Instead of What’s in it For Me (WIIFM) [/cspn_content][vc_column_text]Accept the fact that any time there’s a major development at work – positive or not – there will be a natural dip in productivity as individuals and teams react and adapt to a new paradigm, environment, organizational structure, or leadership team. Your first message should not be, “here’s what’s happening, and here’s what you should think about it.” This approach will only create additional resistance.

Instead, look at the change through the eyes of each department or person, and give them time to work through their own individual reactions. Try, “Here’s what’s happening, and we know you’re going to have questions. Let’s talk about them.”[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner][cspn_content scheme_color=”#d75728″ font_size=”21px” line_height=”1.2em” text_color=”#d75728″ remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”” css=”.vc_custom_1616103213394{padding-bottom: 15px !important;}”]3. Remember: Just the Facts Please.[/cspn_content][vc_column_text]If you’re making an announcement and you know your team will view it negatively, the worst thing you can do is try to convince them that it’s actually a great thing for them. “I know you’re all getting a pay cut, but can I get a round of applause for paying less in taxes?”

Stick to the facts. Be sure to include whatever relevant circumstances (not excuses) may have led to this point and sincerely acknowledge the negativity that comes with it. Ensure you are available to answer questions. As appropriate, you can also outline your plan for forward growth, the measures you’ve put in place to avoid this happening again, and other details that will give your employees more hope for the future. Try not to start any of your sentences with “At least…”[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner][cspn_content scheme_color=”#d75728″ font_size=”21px” line_height=”1.2em” text_color=”#d75728″ remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”” css=”.vc_custom_1616103232706{padding-bottom: 15px !important;}”]4. Remember Stephen Covey’s Habit #5: Seek First to Understand[/cspn_content][vc_column_text]When it comes to change management, there’s no one-size-fits-all solution, and there is no predictable timeline for when everyone will be enthusiastically on board. Each person will proceed at their own pace through the change curve which starts with feelings of loss, doubt, discomfort, followed by discovery, understanding, and finally integration.

Rely on what you know about each individual member of your team, and after a while, reach out personally to those who seem to be stuck in doubt or discomfort. Seek first to understand, then to be understood as you try to help them make forward progress through the change cycle.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner][cspn_content scheme_color=”#d75728″ font_size=”21px” line_height=”1.2em” text_color=”#d75728″ remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”” css=”.vc_custom_1616103249436{padding-bottom: 15px !important;}”]5. Remember to MLK: Communicate Clearly and Consistently[/cspn_content][vc_column_text]MLK was a great communicator because he knew his audience and his message was consistent.
When it comes to managing change, clear and focused communication is the most powerful tool in your toolbox. It is critical that you are able to communicate change to two distinct audiences. The first consists of your employees and team members. These individuals need to understand the need for change, as well as how it will impact their job responsibilities. Despite realizing that change is necessary, employees are often afraid of big changes in the organization.

The second audience includes key stakeholders within the company such as other members of management, the C-suite, and board members. If you are the person proposing a change, it’s these individuals who need to be convinced it’s necessary. If they have initiated the change but charged you with overseeing the process, it’s these individuals whom you must regularly update on the status of the project.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner equal_height=”yes”][vc_column_inner][cspn_content scheme_color=”#d75728″ font_size=”21px” line_height=”1.2em” text_color=”#d75728″ remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=”” css=”.vc_custom_1616103277015{padding-bottom: 15px !important;}”]6. Remember: Patience is a Virtue[/cspn_content][vc_column_text]By the time you’re announcing a drastic new initiative to the company at large, you’ve probably already been thinking about it, working through the details, and processing all of the ramifications for a considerable amount of time. Realize that your employees are going to have all the same questions you’ve been working through for months, that they are going to have fears and uncertainties to overcome, and they are going to experience a temporary drop in productivity.

As a leader, your best approach is to create a culture that embraces change. Respect everyone’s right to have their own reactions. Communicate the news with authenticity and empathy, and give everyone time to work through the change curve at an individual pace.[/vc_column_text][vc_column_text]*Adapted From Tips for Effectively Managing Change, Inc.com[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][vc_separator][vc_column_text]Corey Atkinson
VP of Strategic Learning & Development
[email protected][/vc_column_text][vc_column_text]As an experienced organizational development speaker, consultant, master facilitator, coach, and author – his focuses on delivering meaningful and measurable strategies for organizations to create insightful leaders and harness team potential. With over 20 years in the organizational development industry, Corey is well known for his ability to connect with any audience at any size. He has provided strategic learning, organizational consulting, professional speaking, coaching and training to organizations – of all sizes – across North America. Some of his clients include: Shell, Aviva, BMO, VIA, Tim Hortons, Miele, and government agencies at all levels. He has a results-based partnership approach to develop customized solutions that meet an organization’s unique business needs and resolve their most significant issues, helping them to create a lasting competitive advantage.[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner][cspn_back][/vc_column_inner][/vc_row_inner][/vc_column][vc_column offset=”vc_col-md-3 vc_col-xs-12″][vc_widget_sidebar sidebar_id=”sidebar-1″][/vc_column][/vc_row][/vc_section]