Message from the President & CEO
“A business will do a better job of providing high-quality goods and services by listening to its employees and by empowering them with opportunities to make a difference.” ~ President George H. W. Bush

In 1992, President Bush designated the first week in October as National Customer Service Week in the United States. Although established eight years earlier by the International Customer Service Association (ICSA) in 1984 1 , President Bush’s focus seemed to be more on employees than customers themselves, applying the belief that if you look after your employees they will in turn, look after your customers.  

The Institute of Customer Service suggests organizations spend this week focused on the following. 2
Let’s flip this to looking after employees. 
Of course, this isn’t just for National Customer Service week! It is good practice to follow these suggestions every week. I look forward to your feedback and comments. 

1 www.google.com
2 www.InstituteofCustomerService.com



Audie McCarthy
President & CEO
What You Tell Us. Your Testimonial Stands Out!
"Very relevant. Guest panel was awesome. Learned so much. Even the PM stuff, though hard to digest was relevant and really important."

Michael Mullen, Compliance Analyst at the City of Brantford, on our Future Ready Leadership with Project Management program 
Announcements
Audie McCarthy will be participating as a panelist at the Canadian Manufacturers & Exporters 2019 AGM and Manufacturing Conference.

Audie will tackle the topic of 'The Human Success Factor' - Training Leaders for the Future and Change Management.

This event is open to members & non-members. More info here .
Kris Michailow, Business Development Officer, was recently recognized by the Stoney Creek Chamber for his years of service on the Board.

Kris received artwork by notable Hamilton artist, Norman Bratty, of the Stoney Creek Battlefield monument.

Congratulations on your acknowledgment, Kris!
October is National Cyber Security Awareness Month, and MCE & Mohawk College are proud to be a National Cyber Security Awareness Month Champion.

We are committed to educating ourselves on how to identify and thwart cyber attacks. Our learning will also be your benefit as we design a course on Cyber Security preparedness to protect you and your investments.
HR Corner:
How to Keep Remote Workers Engaged
With increasing technology, remote work options are becoming more popular. However, with that can come some challenges. Staying focused, managing time and feeling connected to the office can sometimes be difficult. At MCE, we have Business Development Officers (BDO’s) who work remotely across Ontario. I recently asked them what helps them stay engaged and connected or if there was something we as an organization could be doing better to help support them. Here is what they said. 

  1. Buddy calls: We pair up buddies on a quarterly basis and the phone call is about 1 hour in length during work hours. It is an opportunity to talk about anything you want. It allows for everyone to develop relationships especially those who don’t see each other very often. There was also mention of keeping in touch with coworkers on a regular basis. Simply picking up the phone to say hi.
  2. Zoom calls every two weeks: The MCE team connects via zoom to talk about current financials. This ensures everyone is up to date on the current status of the organization and what everyone is working on. It also helps keep everyone engaged and provides the BDO’s insight on what the other BDO’s are working on.
  3. Team Meetings: Once a month, for a whole day the team comes together for things like training, idea generation, review of the business plan and just to have some casual “chit chat” at lunch.
  4. Events out side of work: We recently volunteered at Ronald MacDonald house and just the other week had karaoke night at the President and CEO’s house. While I couldn’t make it I have never heard such positive feedback and appreciation from a team before.
  5. Another interesting suggestion, which we don’t currently do is to have an “MCE Monday”. This would entail posting a weekly joke/comedy/what’s happening thread, with a different person each week responsible for making the post.
  6. The last interesting suggestion is to establish collaborative tasks. This could be anything from having several people working on a valuable project or collaborate on larger client sales when there is a lot of work involved.

One of my suggestions is to continue with the TouchPoint meetings via zoom between Management and remote workers. It ensures regular communication and timely support.

All of these ideas are great and we do implement most of them. We are also always open to new ideas of how everyone feels interconnected. If you the reader have any other ideas or would like to share what you do for your remote workers, please feel free to share via my email listed below.

Thank you MCE BDO’s for taking the time to share your thoughts. My hope is our readers have a takeaway for something they can implement in their own organization.
Business Development Officer’s
Kris Michailow
Leanna DiCecca
Sue Buckley
Dianne Jones
Jason Nguyen
Territory
Hamilton-Niagara
Halton, Peel, GTA
Brantford-Windsor
North of Toronto
Strategic & Special Projects Across Ontario
Carrie Deon
Human Resources Generalist
Celebrating Our Trainers:
Nancy Osborne
At the age of 17, Nancy joined the Canadian Forces as a Private and was among the first few women in a previously male-only branch. After 20 years of breaking through the cement ceiling in the military, she retired as a Major.

After Nancy retired to her home in Muskoka in 2016, she realized that the skills and tactics she has developed over the years are just as relevant to women here in Canada and so she founded 'I Got This', as an umbrella for her workshops and speaking. 

Nancy facilitated two courses for us as part of our Summer Series in Barrie; Dealing with Challenging Behaviours and Communicating With Confidence. We look forward to continuing to work with her. 
Course of the Month:
Future Ready Leadership Water & Wastewater
This 5-day program, customized for Water & Wastewater Operators, is equivalent to 30 hours of on-the-job training. The five modules are customized to reflect leadership challenges and situations faced by Water and Wastewater Operators.

These modules will help to develop and shape emerging leaders by providing theory with practical application, experiential team building and insight into the minds of established leaders.

The five modules include the following:
  1. Power of Teams
  2. Impact Communications
  3. Leadership Dynamics
  4. Leading Change
  5. Time and Stress Management

MCE is facilitating a cohort for Water & Wastewater Operators in the Vaughan area this December. Please contact us if you are interested or have an employee interested in attending. 
For more information about our programs, contact:
Lorraine MacDonald
905-575-2534
Mohawk College Enterprise | 905-575-2534 | info@mcecor.com | www.mcecor.com