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You must know a lot of stuff!

November 1, 2021

Inevitably when I describe what I do for a living, many people exclaim, “You must know a lot of stuff!” In actual fact, that is not true. It is my clients that know their stuff. I simply facilitate the knowledge in the room.

Variety is the “Spice”-r of life!

I love what I do. I love my clients. And, I love the variety of topics that I get to learn about. Over the past three years I have facilitated discussions with stakeholders about:

  • Bees, beekeeping and varroa mites in NL
  • Climate change impacts on agriculture industry in NL
  • Post-secondary school funding for Indigenous students
  • Polar bears in the Southern Hudson Bay region
  • Risks to the agriculture industry in NL
  • Amalgamation of Labrador City and Wabush
  • Housing and homelessness in NL
  • Services for youth in Corner Brook area
  • Exploration of oil and gas off the Eastern shores of NL
  • Women in leadership in NL
  • Public sector service delivery across Canada
  • Indigenous tourism in NL
  • Sheep industry in NL
  • Stephenville Airport
  • Workplace respect and violence prevention in NL
  • Cannabis use
  • Entrepreneurship
  • Local environmental issues in NL
  • Affordable housing in Corner Brook area
  • Mental health, self-care
  • Not-for-profit sector in NL
Meeting with Indigenous Leaders on management of the Hudson Bay Region sub-population of polar bears in Montreal, QC

As you can imagine, there is simply no way I can be an expert in such a variety of topics and sectors. I can, however, guide the experts on these topics through structured and productive discussions.

Facilitating knowledge transfer

My role as an independent facilitator is to facilitate knowledge transfer. It may be seeking feedback on behalf of a client to inform decision making. Maybe it is about bringing awareness to a particular topic or issue. Or, it could be sharing viewpoints to improve understanding of others and their positions. No matter the client, no matter the topic, when people leave one of my sessions, they leave with more knowledge than when they entered.

That goes for me too. I have learned so much about topics that I would normally not have an opportunity to learn about. Thank you to my many unique, knowledgeable clients for bringing me in to your projects. If you feel I can assist you or your organization feel free to contact me. Want to know what my clients are saying? Visit my testimonials page. ~ Carole

On the road again! This time it is different.

October 24, 2021

In the famous words of Willie Nelson, this week I am on the road again! I used to say whoever thinks business travel is a perk doesn’t do it.

Woman on the road again behind the steering wheel of a car
Hitting the road

I remember the first time I travelled from Toronto to Montreal for the day only. I felt so cosmopolitan; travelling thru the airport in my dress clothes, with just my laptop slung over my shoulder. By the 7th or 8th trip for a particular project, the novelty had quickly worn off.

When I worked for our provincial government, I flew to St. John’s for 4-5 days every 5 weeks or so. Occasionally, I drove to Grand Falls-Windsor for an assignment, or flew to Happy Valley-Goose Bay. I became quite familiar to the folks at the check-in counters at the airport, car rental agency, and hotel. I had my favourite seat on PAL flights.

That’s when I came up with the idea that business travel is definitely not a perk.

Travelling as a business owner

This month, I have been travelling extensively as a business owner. Somehow this travel, as intense as it has been, is very different than my travel days as an employee with one organization.

I think the difference lies in the fact that I am travelling with different clients, for different purposes. Each trip is unique. In the month of October I have travelled for my clients, the Newfoundland and Labrador Housing and Homelessness Network, the Newfoundland and Labrador Federation of Agriculture, and Qalipu First Nation. By the end of this week, I will have stayed 9 nights in 5 different hotels, flown round trip to St. John’s and Goose Bay, and driven well over 3000 kms.

In Happy Valley-Goose Bay with the NL Federation of Agriculture

As I pack up today to get ready to go on the road again tomorrow, I realize that as a business owner, business travel is not a perk; it’s a privilege. Thank you to my clients who put their faith in me to facilitate important work on their behalf. If I can be of assistance to you or your organization, do not hesitate to reach out. ~ Carole

Change is in the air!

October 1, 2021

Are you sensing a lot of change is in the air? This fall it seems like more than the season is changing. Are you ready to make a change?

As I wrote in my September 2020 newsletter, this time of year has a sense of newness, similar to that of January each year. This year it seems like there is even more change than usual surrounding the onset of fall. In order to make sustainable changes in our lives, our workplaces, and our relationships, we have to take time to reflect on those changes, and take the necessary steps to move through the change. One of my favourite models of change is one I learned many years ago called ADKAR®.

ADKAR® Change Model

Prosci’s model of individual change is called the Prosci ADKAR® Model, an acronym for Awareness, Desire, Knowledge, Ability and Reinforcement:

Image of words outlining ADKAR Change Model and definitions

The first step begins with awareness. What is the need prompting this change? The next step to me is the most important step. You have to want it. Without the desire, all the knowledge, skills and reinforcement that is thrown at you will not take hold without wanting to participate in the change.

Some of the changes that are touching my life:

Truth and Reconciliation Day

Yesterday, Canada observed a National Truth and Reconciliation Day. It is an extension of Orange Shirt Day that started as a way of recognizing and supporting survivors of the residential school system that impacted so many Indigenous families in this country. I will admit ignorance on this subject. School did not include teaching me anything about it. I did not grow up knowing any Indigenous peoples, nor did I have any concept that children could be taken from their families and stripped of their culture, language and dignity.

As a result, this past year I have researched how to include a land acknowledgement for all my events. I researched which territorial lands I am situated on (Beothuk), and learned that our province has four Indigenous peoples: Beothuk, Mi’kmaq, Innu and Inuit. Several of my clients this year have been Indigenous organizations and every interaction I have with them provides me with an opportunity to engage in dialogue and learn.

Climate Change

I am currently working on a contract with the Newfoundland and Labrador Federation of Agriculture on climate change solutions. We are working in collaboration with Grenfell Campus, Memorial University to consult with agriculture producers on the effects climate change is having on their farms. A team of researchers is interested in setting up Living Labs on-farm to conduct research that meet the needs of farmers in their unique environments.

This project is reminding me of the little changes we can make to help reduce the negative impacts of climate change. From walking to the mailbox instead of driving, to the produce my homesteader husband is producing on our land, to being aware of the impact of importing food into our province is having on our environment. My husband has 11 composters and we try to reuse items as much as we can to reduce our overall household waste. Small changes make a difference.

Return to Workplaces

As we learn to live with COVID-19 in our communities, we are moving in to the next normal. Workplaces are welcoming back employees. Retail operations are opening up to more capacity. Travel is increasing and tourists are welcomed. While this change is positive for the most part, it can also cause anxiety and stress.

I am travelling extensively across our province in the next six weeks. 3 flights, 3 road trips, 7 cities/towns (on more than one occasion for some) and 10+ nights in a hotel are both exciting and terrifying! The changes as I prepare to travel safely, adhering to all health protocols are constantly changing themselves. Next week our province is planning to launch a vaccine passport while I am on the road. I will be watching this process closely and will adapt as necessary to keep myself and others safe.

Wellness Challenge

My daughter, her boyfriend and I have committed to a wellness challenge from now until Christmas. We are all fairly comfortable that we have the awareness, desire and knowledge to make lifestyle changes. This has helped us make the decision to make a commitment to our wellness. However, it is the ability and reinforcement that we are all working hard on. We have set up a chat thread where we can support and encourage one another on our journey. We recognize that both our physical and mental health wellness is equally as important. Massages, visiting a therapist, taking a walk or hike, eating a healthy meal, taking a nap, or watching a funny movie are all celebrated.

Man in the Mirror

I’m gonna make a change

For once in my life

It’s gonna feel real good

Gonna make a difference

Gonna make it right

I’m starting with the man in the mirror

I’m asking him to change his ways

And no message could have been any clearer

If you want to make the world a better place

Take a look at yourself, and then make a change

Man in the Mirror, Michael Jackson

Michael Jackson sang a very powerful song about change co-written by Glen Ballard and Siedah Garrett. This song recognizes that change starts from within.

An image of a woman standing, looking in a mirror
Me getting ready for an in-person event in November 2020

Are you ready for change? As difficult as it is, I am working hard on making small changes that hopefully have big results. If we all take the baby steps together, imagine what the world can be. Drop me a note to let me know what changes are you currently working on? ~ Carole

Customer Service. Good Enough… Really?

September 1, 2021

When it comes to customer service is good enough really enough? Is it just me or has customer service slipped to “good enough”?

My first job was in retail. About three weeks after I started I was “secret shopped”. The head office of the retail chain employed secret shoppers to go to its stores and act as a customer to gauge the level of customer service being provided. I scored quite high on my review. When my manager brought me in to his office to let me know, I remember him saying, “That’s just ’cause you are new. Wait until you are here for awhile.” While we both laughed, I remember thinking why would my level of service slip? If anything, shouldn’t I get better?

My husband and I met at that same retail chain several years later. Previously he worked as a manager in a large retail department store chain. We quickly realized that we shared the same views of customer service. Good enough is not enough. We both worked hard to serve our customers in a timely, and professional manner. As customers now, we are quite cognizant of what represents good service and have high expectations of service providers.

Customer Service Training

During my career I have worked in retail, a call centre, a private sector training company, provincial government and now I am a business owner. In each role, I was fortunate to receive excellent training and resources to enhance and maintain my service skills. From cash handling to telephone etiquette, service skills are essential to ensuring you meet – and sometimes exceed! – customer expectations. In 2014, I earned the Certified Service Manager (CSM) certification with the Institute for Citizen-Centred Service, now known as Citizen First. This designation really supported my career experiences. It is an opportunity to show recognition and professionalize the customer service role. I am authorized to deliver workshops for service managers and front-line professionals based on their Certified Service Manager Body of Knowledge. Visit Workshops & Events for more details.

Upcoming Workshop

Project Management discussion with students at Grenfell Campus, Memorial University

To further support service delivery professionals, I am offering Project Management for Public Service Delivery later this month. Registration is open now! This virtual workshop will provide those in service delivery an opportunity to enhance their skills. You just might make a valuable connection with someone from across the country!

When it comes to customer service, to me good enough is just not enough. It is time to raise the bar when it comes to service. As customers, we deserve it. As a service provider, I strive to deliver it. ~ Carole

Developing a Business Portfolio

August 2, 2021

Why is developing a business portfolio a good idea? A resume’s purpose is to get you an interview. Similarly, the purpose of an elevator pitch is to get you a meeting. Certainly, a business portfolio does both. It establishes credibility and lets potential clients know you are absolutely the right person/company to hire!

What is included in a business portfolio?

A business portfolio is a series of documents that grouped together showcase your products and services, and highlights your work. Items in your business portfolio may include, but are not limited to:

  • Company history
  • Credentials and affiliations
  • Products and services
  • Bio of key team members
  • Client/customer testimonials
  • Photos
  • Successful projects/contracts

Client success story

Carmelita Morgan

I had the pleasure of working with Carmelita Morgan of Carma Yoga with Carmelita Morgan earlier this year. Carmelita was able to secure some funding from TechNL to hire me to assist with the development of a digital marketing strategy. As we worked through her marketing materials and planned an approach to promoting her business, she asked me about developing a business portfolio. We started gathering all the information listed above. As Carmelita has discovered with existing clients, there are funding programs out there that her clients can apply for that support hiring her. Consequently, we decided to include a section in her portfolio with the links and descriptions to the programs.

We developed a business growth plan together focusing on her strategic goals. Once she had a plan in mind, it was time to test the validity of her portfolio.

Last week, Carmelita sent her business portfolio to two new potential clients. One immediately hired her for an event later this week, and both are pursuing the funding opportunities with the goal to hire her for a series of events in the fall. I am so proud of Carmelita for taking the time to develop these important documents that support the growth of her business. She told me she felt much better when she had everything down on paper. It gave her confidence to pursue her growth activities. I am very proud of my client, and friend. She has a fabulous reputation already. These documents help build on that and support her strategic initiatives in a professional way.

If you need some assistance in developing a business portfolio, or other strategic documents such as a business plan, growth plan, or mission and vision statements, do not hesitate to connect! ~ Carole