myPractice Learning Experiences > Course Library

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myPractice
Learning Experiences
COURSE LIBRARY

Practice on us, not on your clients
Table of Contents
Introducing myPractice
The Power of Storytelling
Practice Your Value Proposition
Pitch Perfection
Elevate Your Presentations
Presentations That Soar
Consultative Selling
Expert Facilitation
Managing Objections
The Hospitality Mindset
Critical Conversations
Your Influencing Style
The Art of Negotiation
Coach the Coach
Impactful Interviews
Inspire Team Effectiveness
Create a Team Operating Agreement
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2

Introducing myPractice
Onsite workshop
Whether you are looking to connect your brand promise to the customer experience, inspire
customer loyalty or unlock the potential of your team, our professionally trained Performance
Coaches will deliver a learning experience that makes change stick.
myPractice learning experiences provide innovative methods to embed training and create an
immediate business impact. Use the guide below to help you navigate through the onsite
workshops and virtual learning experiences that can make the difference for your organization
and/or team.
Reveal your brand promise
Deliver a great customer experience
Unlock your team’s potential
Virtual learning experience
3

The Power of Storytelling
What it’s about
Effective story telling is personal – especially in a business context. Personal stories
are a powerful way to get your audience to “see what you mean.” This learning
experience helps you understand that people are not inspired by facts, but rather by
ideas. If you want to make an impact as a leader, as a sales person or as a manager,
you need to simplify data, inspire change and understand the power of storytelling in
a business context.
Who should
take it
• Salespeople looking for new ways to re-engage with their customers
• Marketing professionals looking to craft stories for future customers
• Leaders looking for innovative ways to inspire their teams
• Teams charged with developing new value propositions
• Pitch teams looking to inspire their audiences
Why you
should take it
Practice how to find the ‘gold’ in your stories to inspire and motivate your customers
and teams
The experience
This learning experience involves an onsite workshop that is highly experiential. The
typical design includes:
• Finding your stories and learning how to apply them to your business context
• Learning how to present your story with impact
• Practicing presenting your story through a series of interactive activities
Learners receive:
• Session Pre-work & Workbook
• Tip Sheets / Job Aids
• Action Plan / Self-reflection Report Card
How it works
• Half-day workshop or 1-day workshop
• Up to 20 learners per workshop, facilitated by 4 coaches
What’s next? Practice Your Value Proposition
4

Practice Your Value Proposition
What it’s about
If you’re in the midst of change, launching a new brand, or revamping an old one,
your team needs to know how to deliver the new messaging to their customers in an
engaging and confident manner. Provide your team with the skills and hands-on
practice needed to deliver a compelling and unique value proposition that engages
customers and creates an emotional connection.
Who should
take it
• Salespeople looking for ways to re-engage their customers
• Leaders looking for innovative ways to inspire their teams
• Teams charged with developing new value propositions
• Pitch teams looking to inspire their audiences
Why you
should take it
Practice how to deliver new messaging in a compelling and engaging manner to
inspire your customers to ‘buy in’
The experience
This learning experience involves a highly experiential, one-on-one virtual coaching
session. Learners practice their client meetings with a Performance Coach and
receive ‘in the moment’ feedback on the key value proposition skills such as:
• Creating a compelling opening
• Making the customer care
• Delivering the marketing story
• Managing objections
• Ending with a strong call to action
• Leveraging your Sales Tool Kit
Learners receive:
How it works
• 1-hour virtual coaching session
• Minimum of 8 learners per session
5

Pitch Perfection
What it’s about
Set yourself up to win the bid! This practice-focused workshop takes you through a
live simulation on your next pitch. Our Performance Coaches use proven processes
and unique tools to help you perfect your pitch and win over your audience. You’ll will
come away with new skills, tools and tips for your next face-to-face pitch experience.
Who should
take it
• Pitch teams looking to practice how to inspire their audiences
• Business Development leaders and teams looking to gain new customers
• RFP/proposal managers looking to effectively position their company’s
value proposition
Why you
should take it
Practice how to be confident, relaxed and prepared to deliver your presentation to
highlight your value proposition and win your next customer
The experience
This onsite workshop incorporates both group and individual experiences. Learners
are coached on the skills of delivering their presentation. Focus is on:
• Understanding your audience – how to relate to their needs and wants
• Understanding your competition – how to uniquely position yourself
• Presenting a ‘strong start’ – establishing your credibility from the get-go
• Knowing what your presence is saying – owning your personal style
• Showing up as a team – showcasing your collective strengths
• Managing the room and your time – dealing with different personalities
• Getting to a positive outcome and ending strong – pushing and
pulling effectively
• Answering tough questions – learning to be succinct and effective
Learners receive:
• Question Worksheets
• Session Workbook
How it works
• 2-day workshop
6

Elevate Your Presentations
What it’s about
Leave presentation anxiety behind, and learn the key skills required to win over your
audience. This experiential workshop allows you to leverage key communication,
presentation and performance-based skills to enhance your awareness and
effectiveness of your personal presentation style.
Who should
take it
• New managers looking to present ideas more effectively
• Leaders focused on refining their presentation skills
• Business Development professionals looking to gain new customers
• Teams looking to hone their presentation skills
Why you
should take it
Practice building confidence in delivering presentations that capture the full attention
of your audience
The experience
This learning experience involves an onsite workshop that focuses on the
fundamentals of communications and presentations, including:
• Engaging your audience
• Making the presentation compelling
• Getting what you want from your presentations
• Mastering your vocal skills – diction, tone, projection, pace and pause
• Having body language awareness
Learners receive:
• Session Pre-work
How it works
• Half-day workshop or 1-day workshop
What’s next? Presentations That Soar
7

Presentations That Soar
What it’s about
Bring your audience to their feet! Building on the foundational skills from Elevate
Your Presentations, our Performance Coaches work with learners who have taken
that workshop and/or work with more senior leaders looking to enhance
their expertise.
Who should
take it
• Graduates of Elevate your Presentations looking to refine their skills
• New managers looking to present their projects and ideas more effectively
• Leaders focused on taking their presentation skills to the next level
• Business Development leaders looking to perfect their pitch presentations
Why you
should take it
Practice your skills to transform your presentations into high impact experiences for
your audience
The experience
This learning experience has 2 elements:
1. Workshop: Onsite workshop with a focus on small break out sessions where
learners are coached on the skills of creating a compelling presentation
experience, including:
• Providing a structured outline from which to create a compelling presentation
• Understanding your audience’s needs and ensuring you are meeting them
• Managing objections and managing questions for an effective Q&A session
• Finding your authentic presence – using your body language to deliver your
presentation and inspire action
2. Virtual reinforcement: Follow-up telephone coaching sessions embed the skills
for successfully delivering high-impact presentations.
Learners receive:
• Session Pre-work
How it works
• Half-day or 1-day workshop and 15-minute virtual
reinforcement session
What’s next? Expert Facilitation
8

Consultative Selling
What it’s about
Create a dialogue and make a connection with your customers from the start.
How? Take the time to learn about your customer’s needs before exploring solutions,
and change your listening orientation to hear what your customer is really saying.
This learning experience helps you to deepen your understanding of the core skills
needed to build and maintain strong business relationships. Following the workshop,
engage in practice reinforcement sessions with professionally trained Performance
Coaches to help you refine your skills in a simulated environment.
Who should
take it
• Salespeople looking for ways to re-engage their customers
• B2B professionals looking to earn trust and build long-term relationships
Why you
should take it
Practice how to understand your customers’ true need to deliver the right solutions
and build long-term relationships
The experience
Core consultative skills are leveraged to custom-design a learning experience tailored
to the audience’s needs and the nature of the business relationship. Learners apply
listening and questioning techniques to better understand their customer’s needs.
1. Workshop: Introduces core consultative selling skills. Learners are provided with
the key skills required for expert consultative selling and a road map to leverage
in their real life situations.
2. Virtual reinforcement: Allows learners the chance to practice one-on-one with a
Performance Coach. Realistic simulations are designed to reinforce the skills
from the workshop with ‘in-the-moment’ coaching and feedback.
Learners receive:
• Custom Scenarios
How it works
• 1-day workshop and 1-hour virtual reinforcement session
What’s next? The Art of Negotiation
9

Expert Facilitation
What it’s about
You are the meeting facilitator. You must guide the group through a series of
decisions to reach a mutual outcome. As the facilitator, you must employ strategies to
keep the group focused and ‘on task’ all while managing the various personalities. In
working with our professionally trained Performance Coaches, you will come away
from this learning experience with new skills, tools and tips to help you facilitate your
next meeting.
Who should
take it
• Facilitators looking to lead workshops and team meetings more effectively
• Mediators curious about new ways to reach mutually beneficial outcomes
Why you
should take it
Practice how to establish your skills and credibility to successfully conduct more
productive meetings
The experience
This learning experience involves an onsite workshop with small break-out sessions
where learners are coached on the skills of facilitating a compelling experience.
Emphasis is on:
• Knowing the importance of a ‘strong start’ – establishing your credibility from the
get-go, even if you are not the expert in the room
• Understanding what your presence says to your audience – owning your
personal style
• Managing the room and your time – dealing with different personalities
• Getting the group to reach clear, actionable outcomes
• Honing your influencing skills
Learners receive:
How it works
• 1-day workshop
10

Managing Objections
What it’s about
Managing objections is common during daily interactions – whether with a customer
or an employee. To help your team overcome objections, we can leverage your
organization’s current model or provide our unique model to align to your
organization’s needs. Then, we design an interactive program for your team to
practice their skills. Through one-on-one feedback and coaching, we arm your team
with the skills to manage objections successfully.
Who should
take it
• Sales and frontline teams looking connect more successfully with their customers
• Leaders looking for innovative ways to overcome challenges with their teams
• Anyone looking for common ground to achieve mutually beneficial outcomes
Why you
should take it
Practice how to identify your triggers and manage your reactions to connect more
deeply with customers and/or employees
The experience
1. Workshop: An onsite workshop and experiential breakout sessions allow
learners to focus on understanding the key skills to managing objections, including:
self-identifying personal triggers; slowing down a heated interaction; building listening
skills and examining assumptions; providing the best possible outcome and
preserving the relationship.
Breakout sessions allow learners to reinforce the key objection-managing skills in
several client and employee contexts. Learners receive targeted feedback while:
working with their most difficult objections; observing an interaction, articulating the
moment it derailed and identifying the skills needed to get the interaction back on
track; practicing in groups and 1-on-1 to work on responding rather than reacting.
2. Virtual reinforcement: Follow-up virtual practice sessions embed the skills for
successfully managing objections in realistic, customized scenarios.
Learners receive:
How it works
• Half-day workshop and 90-minute virtual reinforcement session
What’s next? Critical Conversations
11

The Hospitality Mindset
What it’s about
Deliver service excellence with the finesse and grace of a butler. An interactive
workshop helps you bring a hospitality mindset to your customer interactions in a
variety of situations. From there, put your butler mindset into practice and receive
instant, targeted feedback on your hospitality skills. Our professionally trained
Performance Coaches work with you to refine your customer service approach in
unique and challenging situations. No matter what, you’ll learn how to come away
from any customer interaction with grace.
Who should
take it
• Frontline sales/service teams looking to create memorable customer experiences
Why you
should take it
Practice how to deliver an exceptional experience in any situation to win a customer
for life
The experience
1. Workshop: By leveraging a professional butler’s insights, learn the skills required
to handle challenging situations, persist despite obstacles and make an emotional
connection to their customer. Learners are exposed to: the importance of a ‘growth’
mindset and how it is foundational to hospitality and an exceptional customer
experience; ways to deliver hospitality in any situation—good or bad; the butler-
inspired behaviours that can be used to demonstrate service excellence; rich stories
and dialogue to reinforce the skills and learnings.
2. Virtual reinforcement: An experiential follow-up session designed to provide
learners with individual, private practice in dealing with a variety of customer types in a
sale/service setting. The feedback provided by a highly skilled Performance Coach is
from the customer’s perspective, and focuses on how to infuse a hospitality mindset
into every customer interaction. During the session, learners leverage a Roadmap of
the key hospitality skills, and on the 4 touchpoints for a memorable customer
experience: Connect, Communicate, Inspire Confidence and Assure.
Learners receive:
• Coaching Roadmap
How it works
• Up to 20 learners per workshop and a minimum of 8 learners per
reinforcement session, facilitated by 4 coaches
12

Critical Conversations
What it’s about
When the stakes are high, opinions vary and the emotions run strong. How do you
move from silence to dialogue and create safety during those critical interactions?
Learn and practice how to navigate emotionally charged and highly challenging
conversations. This interactive workshop features a mix of coaching, skill drills and
virtual practice scenarios.
Who should
take it
• Leaders looking to carefully manage difficult conversations while preserving
relationships and motivating their teams
• HR professionals looking to refine their approach to emotional discussions
Why you
should take it
Practice how to harness your emotions to successfully navigate critical conversations
The experience
1. Workshop: The onsite workshop and interactive break out sessions provide
learners with real life case studies to work through critical conversations. The
workshop introduces the core communication skills needed to successfully handle
challenging conversations.
2. Virtual reinforcement: Follow-up experiential practice sessions embed the skills
for successfully handling critical conversations by allowing learners to practice
realistic scenarios with a Performance Coach.
Learners receive:
How it works
13

Your Influencing Style
What it’s about
Every customer and colleague is unique. Using Emotional Intelligence, decode your
stakeholders’ styles and behaviours to help move your relationships forward – or get
them back on track.
Who should
take it
• Salespeople looking to make a better connection with their customers
• New managers looking to establish their credibility and build relationships
• Team leaders looking to guide their constituents more effectively
Why you
should take it
Practice how to observe and respond appropriately to different personality types in
order to make a connection with any customer and/or colleague
The experience
1. Workshop: Onsite workshop with plenary and break out sessions. The workshop
content is focused on the nuances of managing various personality types, including
modes of communication and communication styles, with the goal of building trust,
credibility and collaboration with your customers and colleagues.
2. Virtual reinforcement: Follow-up experiential practice sessions with a
Performance Coach to embed the skills for successfully influencing a variety of
audiences in realistic scenarios designed for the learner audience.
Learners receive:
How it works
• 1-day workshop and 1-hour virtual reinforcement session (scheduled
2 weeks after the workshop)
14

The Art of Negotiation
What it’s about
You’ve probably been negotiating most of your life; to get that salary increase, to sign
a better deal or to win a new customer. The goal of this learning experience is to help
you confidently and effectively negotiate with your customers and teams in everyday
situations. Emphasis is on achieving mutually beneficial outcomes and strengthening
your relationships.
Who should
take it
• Leaders and managers looking to build confidence in their negotiation skills
• HR professionals looking to manage and resolve the needs of various stakeholders
and move forward productively
• Anyone looking to take a more collaborative approach to their interactions
Why you
should take it Practice how to successfully negotiate with the goal of achieving a positive outcome
The experience
This learning experience is based on the “principled” negotiation approach of the
Harvard Negotiation Project – the book “Getting to Yes” – a straightforward,
universally applicable method for negotiating personal and professional disputes by
following its four major principles:
• Separate the People from the Problem
• Focus on Interests, not Positions
• Invent Options for Mutual Gain
• Insist on Using Objective Criteria
1. Workshop: Onsite, customized workshop to introduce core negotiation skills.
2. Virtual reinforcement: Post-workshop practice session with a Performance
Coach to reinforce the learned negotiation skills.
Learners receive:
How it works
15

Coach the Coach
What it’s about
Coaching is integral to your team’s productivity, motivation and wellbeing. As a coach,
you need the skills and strategies to boost performance, enhance capabilities and deal
with issues before they become a problem. We leverage your coaching methodology
and create a customized scenario to virtually practice with our professionally trained
Performance Coaches. (Bonus: If required, we can conduct an assessment of your
existing coaching programs based on employee surveys, interviews, etc.)
Who should
take it
• Companies looking to sustain learning with their internal teams
• Leaders looking to better engage and inspire their teams
• New managers looking to gain credibility and motivate their teams
• HR professionals looking to refine their ability to motivate and address any gaps
Why you
should take it
Practice how to provide feedback and coaching to your team in order to boost their
motivation and performance
The experience
1. Workshop: We leverage your existing materials and overlay our unique coaching
approach to custom design a workshop that is tailored to your needs. Areas of focus
could include:
• Coaching to Performance
• Coaching Top Performers
• Difficult Conversations
• Mentoring Conversations
• Spot Coaching
2. Virtual reinforcement: These sessions are designed to help learners develop
and sustain their coaching skills by focusing on:
• Key skills and approaches to engage in effective coaching conversations
• Key skills and gaps in how your team performs in its role
Learners can either listen to an audio recording of an interaction between an
employee and a customer, or can bring forward a real life situation to practice.
Learners receive:
How it works
16

Impactful Interviews
What it’s about
Make an impact the moment you begin an interview. Whether you are being
interviewed for a new position or are interviewing to collect information, there are
skills you can master and practice to make effective decisions and make an impact.
Who should
take it
• Individuals in transition who are looking to prepare for an interview
• Teams collecting research through interviews
Why you
should take it
Practice how to articulate your messages, ask the right questions and really listen to
leave a lasting impact
The experience
This learning experience involves a highly experiential, one-on-one virtual coaching
session. Learners practice their interview skills with a Performance Coach and
receive ‘in-the-moment’ feedback on:
• Making an impression
• Delivering your value proposition
• Effectively exchanging information
• Listening skills
• Paraphrasing skills
• Seeking mutual purpose and understanding
Learners receive:
• Action Plan / Self-reflection Report Card Road Map
How it works
• 1-hour virtual reinforcement session
• Minimum of 8 learners per session
17

Inspire Team Effectiveness (MBTI)
What it’s about
Empower your new or existing team to step up the way they function as a group by
enhancing communication and the way they work together. Using the Myers Briggs
Type Indicator (MBTI) survey, your team members learn about their preferred styles
and those of their teammates. These insights will help you think about the different
ways your team members communicate, organize information and make decisions.
From there you will understand how to adapt and optimize those differences to
become an effective, inspired group.
Who should
take it
• Leaders and teams looking to enhance communications and relationships
• New teams looking to connect with each other quickly in order to bring
everyone together
• Any team looking to continue to challenge their communications style and/or just
want to have some fun
Why you
should take it
Practice how to leverage your own and your teammates’ preferred communication,
absorption and decision making styles to ensure effective team performance
The experience
During this onsite workshop, learners learn how the different MBTI personalities
prefer to work, and how to leverage those differences within their teammates. Focus
is on vital areas of improvement, such as:
• Collaborating
• Managing change
• Building trust
Breakout group sessions deepen the understanding of team members’ preferred
styles, inspire change and provide direction on the improved
working style.
Note: Prior to the workshop, each learner completes the 7-minute MBTI survey
online. A personal and confidential survey report will be provided for an
understanding of their personal style preferences.
How it works
• Half-day workshop
What’s next? Create a Team Operating Agreement
18

Create a Team Operating Agreement (MBTI)
What it’s about
It happens. Sometimes team members stumble over simple, common sense,
standard practices. If it happens too often, a Team Operating Agreement can help. As
a group, learn about your personal preferred styles and those of your teammates
using the Myers Briggs Type Indicator (MBTI) survey. Then, as a group, take the
personal and team insights of the MBTI style differences to the next level of
commitment by creating a Team Operating Agreement – a document that spells out
the guiding principles that makes sense to everyone.
Who should
take it
• Leaders and managers looking for better alignment on their teams
• Teams looking to improve communications, relationships and performance
• New teams looking to connect with each other quickly to accelerate formation
Why you
should take it
Practice how to leverage your own and your teammates’ preferred styles and how to
collectively respect an operating agreement that keeps the team focused and on track
The experience
This onsite learning experience has 3 elements:
1. Workshop: Team members learn how the different MBTI styles refer to work and
how to leverage those differences within their peers. Breakout group challenges
deepen the understanding of team members’ preferred styles, create energy for
change and provide direction on the improved working style.
2. Practice reinforcement: During the practice sessions, learners apply their skills
for adapting conversations and thinking processes based on style preferences –
both one-on-one and in group breakout sessions.
3. Facilitation: The group is then facilitated through a process to collectively
identify and create a Team Operating Agreement.
Note: Prior to the workshop, each learner completes the 7-minute MBTI survey
online. A personal and confidential survey report will be provided for an
understanding of their personal style preferences.
How it works
• 1-day workshop; including an onsite practice reinforcement session
19

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