Below is a listing of MMAA sponsored courses open for registration.  Click on a course below to view more details, or login to your account to register for one of these courses:


March 19, 2018

9:00 am - 4:30 pm

Customer Service


Dealing with the general public daily can sometimes be difficult when a situation with an internal or external customer escalates.  Helping the upset customer can be stressful, demotivating and frustrating, and it becomes harder to deliver helpful, courteous customer service.  

In this workshop you will develop skills to control your own communications, cope with difficult situations and respond to difficult customers.  You will then be able to analyze what is happening in those exchanges and ensure your actions create a productive situation.


  • Understand the upset customer
  • Apply reflective listening techniques
  • Choose appropriate language
  • Deliver bad news
  • Communicate with unreasonable customers
  • Build a positive rapport with your customers
  • Apply coping techniques when dealing with difficult situations


Susan Portelance is a consultant and facilitator for Eclectic Communications.  Susan has a passion for clear communication.  After many years in the corporate world, she has turned her love of language into a career as a writer, editor and trainer.  Susan brings to the classroom over 15 years of training experience and four years of Toastmasters participation where she has honed her public speaking and leadership skills.  Susan joined Eclectic in January, 2013 and has quickly proven to be an exceptional facilitator.  Susan has completed training in adult education, presentation skills and coaching skills.  She holds a Bachelor of Arts in Psychology.  Also, Susan is a Certified Training and Development Professional (CTDP).

Monday, March 19, 2018
9:00 am - 4:00 pm

Victoria Inn - Winnipeg

25 spots available

A block of rooms has been reserved for course registrants but you must identify yourself as an MMAA registrant.

Members: $249.00
Non-Members:  $299.00

Registration deadline is March 12, 2018

Cancellations will be accepted up to March 12, 2018
Cancellations are subject to a $25.00 administration fee.