Topics

Leadership: It Starts with Me

Harness the Power of Personal Leadership
We’ve often heard the adage “everyone can be a leader”, but what does this mean? More importantly, how is this relevant to your organization and your people? The most practical answer is to think of leadership in terms of character, not position or title. A leader is someone at any level who has grasped the ability to take charge of their thoughts, and consequently their actions, in any situation. Learn:
How to tap into your own innovative potential.
How to demonstrate unwavering confidence in your interactions with clients, managers and co-workers.
How to take the initiative and lead yourself first.

No More Drama!

Ditch the Dysfunction and Engage Your Workplace
The demands of today’s workplace often take a toll on the most important resource of all… your people. Under these conditions, it is not uncommon for drama and chaos to reign. Is your business equipped to deal with personality clashes, emotional explosions, “my way or the highway” mindsets, and other theatrics that undermine productivity and success? Are you ready to manage the high cost of low morale? Learn how to:
Know the difference between people who have problems and people who are problems.
Practice objectivity and put the “small stuff” into perspective.
Detach from the dysfunction and drama to be a better “you”.
Take a stand in the face of “the blame game” and other theatrics.
Evict the colleagues, managers and others who are living “rent-free” in your head.

Who Moved My Future?

Demystifying the Fear of Change
“Why is this happening?” “If it ain’t broke, don’t fix it.” “We’ve always done it that way.”: Three clichés that have become part of the dialogue when it comes to the topic of change. Learning how to manage yourself around situations and events that are outside of our control is not as complex as you may think, although the process often necessitates a shift in perspective, readiness to let go of the old, and willingness to embrace the new. Audiences will:
Experience Michelle’s 7-step process to managing change.
Develop a repertoire of communication skills to build rapport and achieve buy-in.
Address the fear of change and the fear of failure.
Adopt a “can-do” mindset and rise above the naysayers.
Learn to respond vs react to change and uncertainty.

Retain the Best, Confront the Rest

How to Shake Up Your Organization in the War for Talent 
The notion of holding one job for life does not hold any appeal for the new generation of talent. Those days are gone forever and unless organizations are willing to invest in them emotionally and financially‚ this savvy group will seize opportunity and leave you scrambling to replace them. They won’t accept complacency in their leaders or teams‚ and neither should you. In order to retain them, organizations and leaders need to focus on creating an outstanding culture that fosters high engagement, high morale and a happier atmosphere. Audiences will:
Learn the four influencing factors that are critical to talent retention.
Recognize the myths and truths behind a high performing workplace culture.
Discover the “push” and “pull” factors regarding employees’ decisions to stay or leave.
Create a work environment that fosters talent retention through higher engagement levels.
Educate managers and leaders in accountability being a two-way street.
Understand the difference between tangible and intangible workplace motivators in the overall engagement equation.

Here Today…Gone Tomorrow

How to Sustain Customer Relationships and a Culture of Service Excellence in the New Economy

Due to the instant accessibility of technology, customers are savvier than any other time in history. They continue to be attracted to offerings that are simpler, more efficient and address their immediate needs.

Today, customers not only are right, they have their collective fingers on the pulse and are a step…or ten… ahead.

In addition, customers expect nothing less than an outstanding experience during every encounter with each member of your team. The first point of contact can make or break customer relationships within seconds.

Michelle Ray’s unique approach offers you a winning strategy to build and sustain a dynamic service culture. She helps clients and audience understand the importance of taking the lead with every customer, as it is the individual who creates the point of difference in the service experience. Therefore, creating higher levels of customer satisfaction starts with anticipating your customer’s needs and expectations.

Is your entire team ready to go beyond the extra mile?

During this informative, interactive and fun presentation, attendees will have the opportunity to refocus, re-energize and be reminded of the value of giving and receiving great service. They will leave the session with greater awareness and intuition regarding the needs of tomorrow’s customers…today.

Expected takeaways for attendees:

 Recharge your attitude to client relationships: They are the reason you are business

  • Learn new strategies to increase customer satisfaction and stay ahead of the curve
  • Improve your internal client relationships to increase bottom line results
  • Discover your UVP (Unique Value Proposition) to attract more business, keep customers, and keep them happy
  • Learn dynamic communication strategies…Master the art of diplomacy with difficult clients
  • Avoid the “cost of loss” …a bad service experience with your organization has immeasurable consequences!

Michelle Ray

Leadership & Accountability Expert | Shifting Attitudes

Born in Australia and now a resident of Vancouver, Canada, leadership expert Michelle Ray is an award-winning speaker and founder of the Lead Yourself First Institute. Michelle began her career in the media industry with one of Australia’s leading broadcasting networks. Rising through the ranks of broadcast management, Michelle became responsible for the sales revenues of an entire network of radio and television affiliate stations. She was ultimately hired by one of the world’s largest cinema advertising contractors to lead their sales team, and successfully generated record–breaking revenues despite a severely depressed economic climate.

As an in-demand international business conference speaker since 1995, Michelle has delivered her powerful messages on leadership, accountability, and engaged workplaces to the “C-Suites” of global corporations, academia, associations, government groups, as well as front-line staff. Her clients include notable global brands such as Proctor and Gamble, Shell, Xerox, PayPal, Qantas, Price Waterhouse Coopers, Playboy Enterprises and even the FBI.

In addition to her executive experience, Michelle was also a program director, fundraising for Junior Achievement, an internationally renowned non-profit organization. She was able to secure significant financial commitments and volunteer support from an array of corporations, and facilitated enduring partnerships between youth, entrepreneurs and educators.

Michelle is the author of Lead Yourself First! Indispensable Lessons in Business and in Life. She has appeared as a guest on numerous news and current affairs programs and was featured in esteemed publications such as Investor’s Business Daily, The National Post, and Inc Magazine. Michelle is a contributor for the Globe and Mail’s Leadership Lab Column.

Background

Michelle has moved to new countries alone on three separate occasions, demonstrating resilience, and her ability to manage change and uncertainty.

As the daughter of holocaust survivors and successful small business owners, Michelle inherited the legacy of a strong entrepreneurial background.   Her history enabled her to build and change careers during three global recessions in three decades, proving her ability to survive in the business world, and her capacity for self-leadership.

Her core values are self-determination, resilience, operating with integrity, and recognizing the importance of family and key relationships. Audiences around the world have been inspired by her stories.

Michelle's career highlights:

Dressed up as Cat Woman to go cold-calling during an economic downturn, resulting in contracts worth thousands of dollars and having her story featured in the Globe and Mail’s Report on Business.

Emigrated to Canada in 1994 and started her Speaking, Training and Consulting practice one year later, with numerous speaking engagements in Europe and Australia during the first 12 months in business.

Author of “Lead Yourself First”, originally self-published, then re-released worldwide a year later by Changemakers Books, a division of John Hunt Publishing.

Contributing writer for Globe and Mail Leadership Lab Column.

Topics

Leadership: It Starts with Me

Harness the Power of Personal Leadership
We’ve often heard the adage “everyone can be a leader”, but what does this mean? More importantly, how is this relevant to your organization and your people? The most practical answer is to think of leadership in terms of character, not position or title. A leader is someone at any level who has grasped the ability to take charge of their thoughts, and consequently their actions, in any situation. Learn:
How to tap into your own innovative potential.
How to demonstrate unwavering confidence in your interactions with clients, managers and co-workers.
How to take the initiative and lead yourself first.

No More Drama!

Ditch the Dysfunction and Engage Your Workplace
The demands of today’s workplace often take a toll on the most important resource of all… your people. Under these conditions, it is not uncommon for drama and chaos to reign. Is your business equipped to deal with personality clashes, emotional explosions, “my way or the highway” mindsets, and other theatrics that undermine productivity and success? Are you ready to manage the high cost of low morale? Learn how to:
Know the difference between people who have problems and people who are problems.
Practice objectivity and put the “small stuff” into perspective.
Detach from the dysfunction and drama to be a better “you”.
Take a stand in the face of “the blame game” and other theatrics.
Evict the colleagues, managers and others who are living “rent-free” in your head.

Who Moved My Future?

Demystifying the Fear of Change
“Why is this happening?” “If it ain’t broke, don’t fix it.” “We’ve always done it that way.”: Three clichés that have become part of the dialogue when it comes to the topic of change. Learning how to manage yourself around situations and events that are outside of our control is not as complex as you may think, although the process often necessitates a shift in perspective, readiness to let go of the old, and willingness to embrace the new. Audiences will:
Experience Michelle’s 7-step process to managing change.
Develop a repertoire of communication skills to build rapport and achieve buy-in.
Address the fear of change and the fear of failure.
Adopt a “can-do” mindset and rise above the naysayers.
Learn to respond vs react to change and uncertainty.

Retain the Best, Confront the Rest

How to Shake Up Your Organization in the War for Talent 
The notion of holding one job for life does not hold any appeal for the new generation of talent. Those days are gone forever and unless organizations are willing to invest in them emotionally and financially‚ this savvy group will seize opportunity and leave you scrambling to replace them. They won’t accept complacency in their leaders or teams‚ and neither should you. In order to retain them, organizations and leaders need to focus on creating an outstanding culture that fosters high engagement, high morale and a happier atmosphere. Audiences will:
Learn the four influencing factors that are critical to talent retention.
Recognize the myths and truths behind a high performing workplace culture.
Discover the “push” and “pull” factors regarding employees’ decisions to stay or leave.
Create a work environment that fosters talent retention through higher engagement levels.
Educate managers and leaders in accountability being a two-way street.
Understand the difference between tangible and intangible workplace motivators in the overall engagement equation.

Here Today…Gone Tomorrow

How to Sustain Customer Relationships and a Culture of Service Excellence in the New Economy

Due to the instant accessibility of technology, customers are savvier than any other time in history. They continue to be attracted to offerings that are simpler, more efficient and address their immediate needs.

Today, customers not only are right, they have their collective fingers on the pulse and are a step…or ten… ahead.

In addition, customers expect nothing less than an outstanding experience during every encounter with each member of your team. The first point of contact can make or break customer relationships within seconds.

Michelle Ray’s unique approach offers you a winning strategy to build and sustain a dynamic service culture. She helps clients and audience understand the importance of taking the lead with every customer, as it is the individual who creates the point of difference in the service experience. Therefore, creating higher levels of customer satisfaction starts with anticipating your customer’s needs and expectations.

Is your entire team ready to go beyond the extra mile?

During this informative, interactive and fun presentation, attendees will have the opportunity to refocus, re-energize and be reminded of the value of giving and receiving great service. They will leave the session with greater awareness and intuition regarding the needs of tomorrow’s customers…today.

Expected takeaways for attendees:

 Recharge your attitude to client relationships: They are the reason you are business

  • Learn new strategies to increase customer satisfaction and stay ahead of the curve
  • Improve your internal client relationships to increase bottom line results
  • Discover your UVP (Unique Value Proposition) to attract more business, keep customers, and keep them happy
  • Learn dynamic communication strategies…Master the art of diplomacy with difficult clients
  • Avoid the “cost of loss” …a bad service experience with your organization has immeasurable consequences!

Video

Testimonial

Michelle, You were able to deliver the message I really wanted, and in the spirit that I really wanted, as a way to close the conference. Always my goal to end with a bang and have people leaving happy and inspired - and you did both, with a flourish and great skill. My sincere thanks!

— Corinne Eisenbraun, Director, Education Policy and Programs, Dietitians of Canada