We offer
Effective Business Communication & Conflict Management Training for
Managers and Supervisors




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Business Communication

Business Communication an Interpersonal Skills Management Learning System teaches powerful communication strategies that are used to approach, manage, and ultimately resolve day-to-day conflicts and “people issues”. The program is made up of three modules, each is a building block targeting specific communication and management skills. Training is conducted in cohorts of no more than 10 participants.

Core competencies

Participants learn how to;

  • Significantly improve their interpersonal competence
  • Communicate and manage assertively
  • Manage conflicts to positive resolution
  • Apply recognition strategies to manage performance and resolve behavioral issues
  • Maintain objectivity during emotionally charged situations
  • Improve assessment, analytical, and problem solving skills
  • Apply Best Practices in the day-to-day leadership of their teams

Value added service

All group learning is supplemented with private coaching. This is where learners have the opportunity to work with the facilitator on areas that need additional attention. These confidential one-on-one sessions are unlimited for the duration of the program and for up to three (3) months upon completion.

Program duration

Twenty-eight (28) hours – eight (8) 3.5 hour sessions. Various delivery formats are available to coincide with your business activities.


What's included

  • All training materials
  • Learner workbooks
  • Unlimited number of individual coaching sessions
  • Certificates of completion
  • Digital video camera for application sessions and play-back
  • Post training reference material

Business Communication - Program Outline

MODULE I

VERBAL COMMUNICATION PART I
(3.5 hour session - Theory)

This session presents a unique opportunity to explore and understand the dynamics of your personality and how it impacts on your communication with others. With the use of a widely recognized behavioral model and custom designed peer and self interpersonal assessments, you quickly discover the strengths and pitfalls of your communication style. This fundamental understanding helps you interact more effectively and significantly improve your management and leadership skills.

VERBAL COMMUNICATION PART II
(3.5 hour session - Theory)

This interactive session focuses on understanding the ‘inner workings’ of communication and learn proven and highly effective strategies and guidelines which are practiced at the next session.

VERBAL COMMUNICATION PART III
(3.5 hour session - Practicum)

This ‘learn by doing’ session is entirely devoted to the practical application of the guidelines and principles learned in the previous sessions. The use of video feedback role-plays allows you to experience every nuance of the communication process. You acquire the skills to redirect negative and undesirable transactions and reach the intended objective, all without jeopardizing the integrity and credibility of the people involved. You quickly discover the successes that effective communication brings to you and your organization.

MODULE II

ASSERTIVENESS
(3.5 hour session - Theory)

Communicating assertively is the most valuable and desirable skill to possess, yet most of us struggle to be assertive. This dynamic session focuses on three specific tools that when applied, significantly improve your assertive profile and ability to manage assertively.

ASSERTIVENESS – CONFLICT RESOLUTION
(3.5 hour session - Practicum)

This experiential session relies on everything you have done in the previous ones and focuses on developing proficient use of the three tools for assertiveness. Video feedback is again used in this highly practical and interactive session.

ASSERTIVENESS - CONFLICT RESOLUTION
(3.5 hour session – Practicum)

You are by now communicating more assertively and as a result, are handling situations and people issues more effectively. It follows from this increase in assertiveness that needs, wants, and preferences are brought out in the open and subsequent conflicts may arise. The techniques learned, combined with the skills acquired so far, continue to provide you with the tools and confidence necessary to meet the challenges and resolve the issues you are faced with every day.

MODULE III

FEEDBACK & RECOGNITION
(3.5 hour session - Theory)

One of the most challenging tasks that managers and supervisors experience is providing structured and constructive feedback. In this session, you learn how to strategize the delivery of positive and negative recognition, all with positive results. The skills you acquire are indispensable for staff appraisals, team leadership, performance development, project and change management.

FEEDBACK & RECOGNITION
(3.5 hour session - Practicum)

This entire session is devoted to the delivery of negative recognition. With the use of a template, you learn how to communicate a corrective feedback process in a structured, professional, empathetic, and confident manner. The skills you acquire are indispensable to achieve “best practices” in the management and supervision of your teams.

About Us

Since 1994, The Management Development Group has partnered with organizations committed to the development of their Managers and Supervisors into Quality Leaders. The way to achieve this is to upskill/reskill leadership teams to bring about the successful deployment and execution of Best Practices in the day-to-day management and supervision of their most valuable asset; their employees.

Our Approach

There are no shortcuts or quick fixes when it comes to training & development in People Management Skills. To achieve success, an organization truly needs to commit to a long-term development strategy, and that is precisely what The Management Development Group offers – long-term partnerships to achieve positive and lasting change, ensuring a significant return on your training investment.

Our Commitment

The company is owned and operated by Robert Côtes, who brings over 30 years of training and program design experience. His facilitation style and group leadership skills are widely acclaimed by corporate clients and graduates alike. Robert’s passion is consistently felt through his delivery combined with his undying commitment to ensure our client’s success.



High Impact Development


Our clients reach their development objectives for 3 reasons. First, our learning system is relevant, dealing with today’s management issues, and contains both educational (theory) and training (application) sessions and combined, form a powerful experiential, “learn by doing” system. The second reason for our client’s success is the facilitator’s ability to engage participants and create a supportive, fun yet candid learning environment. The third and last reason is our client’s commitment to a long term development effort, for change is not an overnight process. It takes time.

Step 1 (Core Program)

Prerequisite for Steps 2 & 3
supervisor business communication training and business communication skills for managers

Business Communication an Interpersonal Skills Management Learning System

Business Communication an Interpersonal Skills Management Learning System teaches powerful communication strategies that are used to approach, manage, and ultimately resolve day-to-day conflicts and “people issues”. The program is made up of three modules, each is a building block targeting specific communication and management skills. Training is conducted in cohorts of no more than 10 participants.

Read More

Step 2 (Follow-up)

Prerequisite; Step 1
effective communication skills course and leadership communication

Refresher Workshop

Graduates are invited back to the training room for a full review of the concepts, skills, approaches, and strategies imparted in the core program (step 1). The workshop consists of two – 3.5hr sessions with a maximum of 10 participants. The first session focuses on the review part of the effort while session 2 concentrates on activities that give graduates the opportunity to demonstrate the strategies learned and practiced in Step 1.

Step 3 (Optional)

Prerequisite; Step 1
performance management training and development

Performance Development a Leadership Approach to High Performance

Most organizations have at their disposal a variety of tools to measure performance levels, compare them to expected ones, and arrive at ways to achieve peak performance from their employees; all in an effort to improve and maintain organizational performance. This paper trail is indispensable and requires consistent application and monitoring in order to be effective and reach the intended objectives.

Read More


What Graduates Are Saying

(The following comments are taken from actual graduate evaluations)

Ron R.

Supervisor

"Taught me to plan & focus my conversations. Defining a clear objective is key"

Paul C.

Quality Auditor

"Your insight and experience were appreciated. You spoke to us as adults and I learned new skills and honed others."

Neil W.

Marketing

"Course is very structured. Method makes sense. It works and I’m using it. It benefits everyone."

Eva M.

Administrator

"This interactive program provided me with knowledge and tools on better managing difficult situations that arise in every workplace and in personal life."

Brandon D.

Manager

"The bulk of this content was new to me, and it is invaluable in what it can provide to both my skill set & interactions with others. Excellent product & execution."

Jodie H.

Front-line Supervisor

"I believe this will aid in my skills as a supervisor & improve communication in the professional world."

Mike P.

Director

"Building positivity & investing in our people through techniques learned in your program will be very beneficial for our division."

Amanda N.

Manager

"The facilitator is very knowledgeable and practices what he preaches."

Caralee G.

Supervisor

"Well facilitated, great engagement. I’m only upset that not everyone can attend to learn the skill sets taught(to have everyone on the same page)."

Nathan H.

Supervisor

"I appreciate a facilitator that loves his job and executes with passion. Thank you!"

Shahrzad K.

Engineer

"Knowing the structure of how to communicate is a great tool for me to improve my communication at workplace. Because of the role-plays and getting pushed out of my comfort zone, it will be a lot easier for me to deal with different situations at work place."

Keshia W.

Manager

"My emails have improved significantly. I am getting prompt and targeted replies. I am much better @ keeping meetings focused on the objective(s)."

Jason A.

Manager

"I found this program allowed me to adjust my approach and will be valuable moving forward in my career and at home."

Oneil S.

Supervisor

"The facilitator was very clear, concise, and approachable. He did an amazing job."

Alex L.

Supervisor

"I am able to handle the difficult conversations easier than before by planning out the logistics of a conversation."

Frederick S.

Supervisor

"Great concrete ways to go about managing difficult conversations. General awareness of my communication skills and to understand where others are coming from."

Chris W.

Manager

"Excellent content hands-on approach! Real situations helped to better understand."

Dawn Z.

Manager

"Learned different communication skills to deal with difficult situations. Feel more prepared to deal with them."

Emanuel S.

Manager

"Rob is an excellent instructor. Made me feel very comfortable about myself and how to deal with situations."

Linda R.

Manager

"We have practiced the skills during/between the sessions. It works & I will keep doing it daily in my interactions with others."

Judi D.

Supervisor

"I am coming away with ways to deal with situations that have been problematic for me in the past. I have a new view on steps I need to ensure effective communication as a supervisor."

Shawnah K.

Inside sales

"Role playing – being put into a situation and having to solve it with assistance takes the fear out of using these new skills in my environment."

Jeremy B.

Manager

"Training was very beneficial to the team and to help unify our strengths as leaders. Training will help to ensure consistency in our interactions with members. Confidence in abilities to communicate has improved with the team."

Harry L.

Manager

"Excellent knowledge and explanations – well done. Great Leadership and explaining how this training can be transferred towards improving the business."

Greg A.

Assistant Manager

"It was well done. Thorough, specific, to the point. Content was easy to read, understand, and implement. Very pleased."


Client List

Union Benefits – Waterloo Ontario
Oxford HR Group – Norwich Ontario
City of Cambridge – Cambridge Ontario
Erwin Hymer Group North America – Kitchener, Cambridge
Danby Appliances – Guelph Ontario, U.S. Facilities
Covenant House – Toronto
City of Waterloo – Waterloo Ontario
Golden Windows Limited – Kitchener Ontario
City of Ottawa – Long Term care Division Ottawa Ontario
SKD Automotive – Milton Ontario
Colonial Cookies – Kitchener Ontario
HPS – Guelph, Walkerton Ontario, U.S Facilities
The Easter Seal Society of Ontario – Toronto, Barrie, Kingston
Dimplex North America – Cambridge Ontario
AGS Automotive – Cambridge, Oakville, Oshawa facilities
Brightside Financial – Waterloo Ontario
Faurecia Automotive Seating Canada Ltd – Concord Ontario
KEI – Kitchener Ontario
Krug Inc – Kitchener Ontario
Kerry Bioscience – Brantford Ontario
CompX – Waterloo Ontario
TG Minto Corporation – Minto Ontario
Boehmer Box Corporation – Kitchener Ontario
Bingemans – Kitchener Ontario
Budd Canada Inc – Kitchener Ontario, Detroit U.S.A. facility
CPA Ontario, Outreach Program – Toronto Ontario