Topics includes the following:

1) Lead with your heart

As leaders, we all have unlimited opportunities to inspire others in all that we think, say and do.

Great leaders create an inspiring vision and ensure the best environment for their inspired team to reach their goals.

Edith believes an important aspect of leadership is “how” you inspire others. In this interactive and informative session participants learn how to inspire others by leading with heart using 5 strategies that are crucial for developing and leading teams that care.

Participants have a chance to assess their leadership skills, share ideas, gain leadership insight, tips and techniques that will help them Lead with Heart, inspire others and truly make a difference.

2) Build a Fantastic Team

A fantastic team is a smart team, when people put their heads together to problem solve and make good decisions for the best possible outcomes.

Teamwork doesn’t just happen. Paying attention to specific teamwork strategies creates a formula for success.

This session includes discussion on how to build and retain a fantastic team and includes 5 Teamwork strategies that can help transform any team.

3) Proactive Approaches to Conflict Resolution

Dealing with conflicts is one of the most difficult aspects of a person’s work. It creates stress and often takes more time and energy that could be better spent on other activities. Conflict happens with both internal and external customers and in many cases could have been avoided.

In this session, participants have an opportunity to discuss and explore conflict, understand conflict styles, learn different approaches to conflict management and discuss proactive approaches to prevent conflict situations.

4) Your Coworkers are Your Customers

Often times, team members don’t think of their coworkers as being customers. Everyone in your organization is a service provider and is also a customer to many. If you are not providing service to your citizens or clients directly, you are serving someone in your organization that is.

In this session, participants will have an opportunity to learn how their service can impact others in their organization, learn about the chain of service and how to analyze the weak links, discuss strategies and the action that can be taken to strengthen internal service to ensure you ultimately have pleased external customers.

5) Creating a Culture of Customer Service Excellence

Focusing on providing the very best Customer Service is essential in ensuring your business or organization will thrive and be successful.

Building good relationships and having an entire team of customer-focused individuals can be a challenge. Creating a Culture of Service Excellence will make a difference.

In this session, participants learn the benefits, the process and steps involved in creating a culture of service excellence.

Business Team Achievement Success Mission Concept

6) Build a Unique Ability Team- Have the Right People doing the Right Work

Building a Unique Ability Team starts with an understanding of Kolbe Wisdom,focusing on the conative part of the mind, which provides insight how a person is naturally wired to take instinctive action.

Utilizing Kolbe wisdom helps to create a team environment where everyone is accepted and people can be who they are. When team members better understand how they are naturally wired to take action, work can be assigned to the best person.

Team members learn how to use their instinctive strengths to maximize productivity, all day and every day and have less stress in their lives.

Using Kolbe Wisdom in your organization gives you a competitive advantage by improved efficiency, employee retention, reduced costs for training, absenteeism, missed deadlines, stress related problems and overtime pay.

Participants learn about Kolbe tools that are available to assist in building the best and most productive work environment.


Edith as a Speaker – From the Participants Perspective

"Very knowledgeable and easy to understand"
"Very effective, provides lots of great tips and practical wisdom"
"Does a great job using life experiences"
"Very good speaker and engaging"
"Delivers information effectively, had great knowledge to share"
"Sharing her life experiences has significant impact on the group"
"Enthusiastic and engaging"
"Educated in customer service- years of experience"

"Excellent facilitator, very good at leading group discussions and activities and keeping the class on task. Gave some very good tips for supervisors that will be easy to implement."


"Great delivery of workshop and practicing what you preach. Liked the activities to interact with other people from other departments."


"Enjoyed Edith’s facilitation style. She included all participants in discussions including some people who normally do not participate into conversations and discussions."


"One of the most interesting supervisor courses I have taken. The group interaction we shared was fun and we were able to laugh. Great discussions."


"Thanks for being a great teacher Edith. I learned a lot."


"I found the course very helpful with some of my prior supervisory concerns. I feel I truly benefitted from this training."


"Really liked the group activities and getting to know other supervisors and the challenges they face. Awesome instructor, learned lots!"


Value of participating in Edith’s workshops

"I learned lots of useful tips and information to improve relations and customer service in the workplace."
"Great value as this workshop focused on supervisory customer service, different perspective than the usual customer service workshops."
"She provided very helpful strategies to develop staff and tips and resources for enhancing my coaching skills."
"Very worthwhile, information was adapted to real work environment situations."
"I was able to acknowledge things that I am missing as a leader and learn from people’s experiences."
"For me, it was a great reminder of key best practices and customer service concepts in a supervisor’s role."
"Great value as it gave me a better understanding of how my actions and behavior to my staff directly influence how they provide service to our customers."
"It was good to get a refresher on some things as well as learn brand new things so it was extremely valuable to me."
"The workshop was very effective and the exercises and group work was stimulating. Well worth the time spent."
"It was very beneficial and provided me with hands-on-skills and techniques for better customer service."