Message from the President & CEO
I am a big fan of Stephen Covey’s leadership principles. His concepts of the Emotional Bank Account and Circles of Concern and Influence have survived the test of time. My copy of “7 Habits” is yellow and dog-eared; old and well-used! I still have my golden egg, tarnished (so, not real gold?) but a reminder of the Covey training I participated in oh so long ago.

I mention this now, because I recently stumbled across the following quote.

“It takes humility to seek feedback. it takes wisdom to understand it, analyze it, and appropriately act on it.” Stephen Covey, 7 Habits of Highly Effective People

While Covey was most likely reflecting on feedback requested for personal growth, the quote can and should be applied to customer feedback for professional and business growth.

How often have you heard that customer feedback is a gift?
Are you humble enough to accept that gift and learn from it? Are you wise enough to understand what your customer is trying to tell you? Do you review it with your team and figure out what went wrong or why someone would feel that way? Do you use it to change policy or processes?

Feedback is extremely important to us at MCE. Every participant is asked at the end of every day of training to complete a short survey. We love the positive feedback.

“Future Leadership Training was a great opportunity to learn and grow as a leader. The members of our Manager team all participated, we were able to share and have our knowledge and processes validated, as well as learning together.”

While I can’t say we love the negative feedback, we absolutely value it. Fortunately, we don’t receive a lot of it however when we do, we take it seriously. We recently had a misstep where the course content was too basic for the level of participants in the session. Once identified, we went to work, first communicating with our facilitator to secure her take on it and her suggestions for change. Then the next call was to the client to discuss the feedback and seek their direction. Our Instructional Designer went to work. She reviewed our needs analysis notes, course outlines, future course outlines and looked at where she could increase the complexity of the next day’s training (that was already designed). The content was adjusted, additional resources were provided, and our excellent trainer delivered an engaging session. Positive feedback followed.

So why was this successful?

We listened to the customer. It was a team effort to resolve the situation. We didn’t overreact and throw out the whole program, we methodically examined the problem and worked together to correct it.

Here are three practices employed; how many more can you think of?

  1. Listen to the voice of the customer. (If you don’t your competition will.) 
  2. Accept accountability and fix the problem.
  3. Act with humility and accept the gift given.  

“Don’t waste customers’ time asking them questions unless you are prepared to act on what they say.” Bruce Temkin, Founder, Customer Experience Professionals Association





Audie McCarthy | President & CEO
Course Spotlight:
Signature Series: Future Ready Leadership 1 & 2
The leadership competencies found within the Future Ready Leadership Signature Series grow in complexity and challenge as they continue to build on the participant’s leadership knowledge and skills. The programs are highly interactive, virtual, with opportunities for breakout rooms, polls,
team presentations, and opportunities to learn from community leaders.

Future Ready Leadership 1 is our most popular leadership program for emerging, high-potential leaders! FRL 1 was developed for leaders by providing theory with practical application and experiential learning. FRL 1 is leadership development for emerging leaders with high-potential looking to take it to the next level!

Next cohort begins April 28, 2021. More information here.

Future Ready Leadership 2 is a specialized course designed for Graduates of the FRL 1 program as well as other Experienced Leaders with prior leadership training as a prerequisite. This program helps participants advance their leadership skills and learn to handle more complex and challenging situations.
Participants will also utilize the science behind MCE’s Brain-Based leadership model throughout the
course that supports complex decision making.

Next cohort begins April 21, 2021. More information here.
Announcements
Future Ready Leadership Acceleration

Our 2020 CAMA Professional Development Award Winning program, Leadership Acceleration, is getting a refresher.

Acceleration is focused on providing Director-Level leaders with the behaviours and interpersonal capabilities critical for developing the strategic and operational efficiencies that create a lasting leadership legacy throughout an organization.

Acceleration includes a series of advanced leadership training sessions based on personal '360 assessments' and coaching sessions.

We expect to be rolling out this enhanced program soon, so keep an eye on this space. Of course, contact Audie anytime if you want to learn more.
More Great Future Ready Leadership Alumni!

This has been a busy year so far for Future Ready Leadership participants. And we're proud to say that a lot of them have recently become graduates, joining the over 1,000 FRL graduates since the programs have started.

Six Nations of the Grand River Elected Council, Walker Industries, Joe Johnson Equipment, & St. Leonard's, all had their own cohorts recently graduate with honours.

Some of the Open Seat graduates were from Haldimand County, Choices Group, GT French, Rims Transport, CLE Capital, and Sharp Bus Lines.

Thank you for learning with us!
For more information about our programs, contact:
Audie McCarthy
905.541.3350 
Mohawk College Enterprise | 905-575-2534 | info@mcecor.com | www.mcecor.com