Advanced Recreation Facilities Business Management II

This course complements the subject matter covered in the Advanced Recreation Facilities Business Management I course and further explores areas of strategic importance to the business management of recreation facilities.

Customer Service and Patron Relations

Excellent customer service is the ability of an organization to constantly, and consistently, exceed its customers’ expectations. This session will provide an overview of key principles that will help to enhance the customer service experience in your recreation facility.

Topics include:

1. Defined Customer Service and Patron Relations
2. Characteristics of Your Customers
3. Demonstrating Excellent Customer Care
4. Customer Service Scorecard
5. Customer Service in Concessions
6. Communication
7. Social Media and Customer Service
8. Difficult Customers
9. Accessible Customer Service

Instructor: Frederick Horvath, CRFP, CMM III, Director of Operations, Municipality of Clarington (Retired)

Human Resources Management: Union and Non-Union Work Environments

Effective human resources management is the key to the success of Canadian workplaces. In general terms, managers and human resources professionals should strive to balance the needs and goals of the different players in the workplace in harmony with the overall objectives of the workplace itself. In both unionized and non-union environments, it is encouraged to apply a practical approach to human resources management. Most managers have a good intuitive grasp of what is necessary, what is possible, and what is lawful. In fact, managers may find that they are able to handle their human resources in a lawful manner simply by applying their common sense and without much knowledge of the law. That said, best practices should be built on, or at least fortified by, sound theory and good knowledge, and not simply by a good gut feeling. It is therefore useful to understand key legal concepts that impact human resources management.

In this session, we will consider the following legal concepts, which are important to understand whether you are dealing with employees represented by a union or with non-union employees:

• Management rights, which is the central concept in human resources management
• The common law of employment, which creates the concept of employment contracts and determines how contracts may be ended
• Labour law, which determines how a union gets into a workplace, and management’s legal rights in trying to keep a union out
• Collective bargaining and collective agreements, which are key to unionized workplaces and also very important for non-union workplaces to understand
• Other important workplace legislation that impact on managing employees:
• Employment Standards
• Human Rights, especially accommodation (including physical restrictions and mental health)
• AODA (accessibility)
• Privacy
• Pay Equity
• Occupational Health & Safety, including workplace violence and harassment
• Workplace Safety and Insurance, including incident reporting and return to work issues
• Effective performance management, especially:
• Effective workplace investigations
• Corrective action (progressive discipline)
• Attendance management, dealing with absenteeism, and communicating with doctors
• Performance evaluation – training, counselling and performance improvement

Instructor: Jamie Knight, LL.B., Partner, and Lucas Mapplebeck, LL.B., Associate, Filion Wakely Thorup Angeletti LLP

Supply Chain Management

Supply chain management in the public sector is more complex today than ever. With the evolving laws of competitive bidding and new trade agreements such as The Canada-European Comprehensive Economic and Trade Agreement (CETA), and the Ontario Public Trade and Co-operation Agreement (OQTCA)(SC2015-79) facility managers need to think strategically to ensure the competitive process used will achieve the intended results.

This session will build on the material covered in the Project Management module of Advanced Recreation Facilities Business Management I and will start with a review of the basics of contract law, and how it impacts your organization. From the initial scope of work, to the competitive bid process, to award of the contract, to contractor performance management, the facility manager, in partnership with the procurement department, will play a key role. The benefits and challenges of electronic bidding will also be examined.

Instructor: LouAnn Birkett, CSCMP, Purchasing Manager, Regional Municipality of Durham (Retired)

Recreation Facilities and Emergency Management

This session will provide an overview of the four integrated functions of emergency management ( prevention/mitigation, preparedness, response and recovery) within the context of the recreation facility sector. Specifically, two key areas will be explored: (a) the role of facilities in supporting a municipal emergency response and how this affects facilities that serve to support the response and recovery periods, and (b) the role of the facility in an emergency that directly impacts the facility itself and how best to build a culture of preparedness to protect staff, and facility patrons. Various emergency planning considerations will be highlight including protection of vulnerable groups of people.

Instructor: Patricia Martel PhD, CEM, ABCP, Manager, Emergency Management, CEMC, Niagara Region

Interpersonal Communication Skills

Recreational facilities are key focal points in communities. They are places where services are delivered, opportunities are created, and people gather. Facilities staff maintain the stage for it all, and work under a constant spotlight. Communications skills are tested every day. This workshop will provide practical approaches to improve your:

• Communications planning
• Public communication
• Social media management
• Media relations
• Issues management
• Plain language communication
• Stakeholder relations
• Presentation skills
• Relationships with elected officials, and
• Content creation using aps, photographs, and video.

Instructor: Brian Lambie, President, Redbrick Communications

This course is worth 35 professional development credits towards recertification of any ORFA professional designation.