ON THE RIGHT TRACK specializes in motivating and training organizations and associations with a unique expertise in efficiency and effectiveness. I am very confident that I can provide you with a realistic and informative session for your team, and make it fun at the same time.

I call it "Edutainment" (Education + Entertainment). I have a solid content core, but it is delivered in a relaxed and humourous style. I like to say that I am allergic to lecture and I will spend our time discussing the information in a very interactive environment. My experience has been that this allows everyone to picture themselves in each situation, and apply the information immediately because they completely understand the where, the why, and the how-to.

Because I have a philosophy about a high level of interaction I always involve the audience. I like to use humour, participation for everyone, and applicable situations and examples.

When you hire me you are getting a highly experienced speaker who has spoken in dozens of different countries and to literally tens of thousands of people. I do a lot of (current) training with Municipal government including: The Region of Niagara, The City of Kitchener, The City of Waterloo, The Region of Peel, The City of Nanaimo, The City of Fredericton, The City of Moncton, The City of Thunder Bay, The Region of York as well as others internationally and virtually.

In 2017 I was inducted into the Canadian Speaking Hall of Fame, earned my GSF (Global Speaking Fellow) in 2019 (meaning I have a truly international business), and earned my CSP (Certified Speaking Professional) in 2002. I am the only speaker in the entire world to have earned those three designations and been awarded the peer recognition award, Spirit of CAPS (Canadian Association of Professional Speakers). I am a tried and true reliable option for your training.

I have eight books all focusing on workplace efficiency, and the ninth book is currently underway.

Insightful, humourous, educational, and even contagious ... words that are often used to describe Rhonda. A speaker with the uncanny ability to look at the normal and see something quite different.

Rhonda is a Professional Speaker, Trainer, Author, and Consultant based in Ottawa ON, and Fort Myers FL (depending on the weather of course). Rhonda is a well-recognized and respected speaker and trainer within the administrative community.

ON THE RIGHT TRACK is a training and consulting company that motivates and trains organizations with a unique specialization in efficiency and effectiveness. Rhonda is a "People Power" expert. We help professionals thrive in the workplace using proven tools and strategies.

For over 30 years Rhonda has been working with organizations worldwide. She is an award-winning speaker and consultant respected for her solutions-based approach.

Your programs will be custom designed and presented to meet your needs and come with a full guarantee.

Municipality prices (confidential rates):
* FULL DAY (6 hours) $12,500 (could be two half-day sessions)
* HALF DAY (3 hours) $6000

* Travel and all other expenses ARE included
* Full-colour workbooks for all attendees
* One full year of email coaching is included for all attendees
* Certificates for all attendees
* Customization of workshops

Quality customer service is the key to keeping an organization running smoothly. Service excellence doesn’t just happen; it requires knowledge, planning, and a great deal of effort. This program addresses the science of quality customer service which is translated into a host of proven tools and techniques for effectively dealing with customers. They will enhance your ability to deal creatively and sensibly with the unique needs of your customers.
** Specifically designed for municipal employees

Customer Service Excellence
• Trends & Theories in Customer Service (What has changed with your customers and your services)
• 3 Elements of Customer Service (Identify your prime areas in need of improvement)
• Develop a Customer-Friendly Attitude (Make both internal and external customers happy!)
• Manage Customer Perceptions (To ensure their satisfaction)
• Customer's Needs & Expectations (How can you possibly make your customers happy if you don’t know what they expect!)

The Moment of Truth
• The Cycles of Service (Where are we losing our clients before we’ve even had a chance to do business?)
• First Impressions (See yourself and your company through your customer's eyes)
• 10 Ways to Develop Rapport (Work with the customer –not against them!)
• Why Customers Complain & the 7 Sins of Service (Are you guilty of the little things
that drive your customers away – or make them complain to other potential customers?)

Remember: When your customers are happy, everyone is happy!

Communications
• The 3 Elements of any Communication
• What your Body Language Says (and doesn’t say) to your customer
• Control your Tone of Voice – are you monotonous, sarcastic, dry, loud, or fast – how to identify your voice (and more importantly, how to ensure your customer
is staying with the conversation!)
• Words Customers Love to Hear – and Words that Drive them Away!
• The Telephone – is it hurting your ability to provide service – How do YOU sound?

Difficult Customers
• Things that we do that contribute to Turning Off the Customer! (You’ll be amazed at how often we are doing them!)
• 5 Kinds of Complaints (and how to avoid turning complaints into difficult customers)
• 3 Stages of Anger (complete with information on how to deal with each stage – what to do, and what not to do!)
• An 8-Step Process for Handling Angry Customers!
• How to Say “No” to a Customer

Learning to deal with a customer who is challenging can make you want to quit your job! Until now.
Learn professional communication skills that will allow you to maintain control, confidence, and composure! If you are like most people when a situation requires you to say something, you either lash out in anger, or say the wrong thing. Do you ever walk away and say "I wish I had said ...."? 
Those days are over.
Dealing with challenging customers and de-escalating aggressive
behaviours can be learned.
Here's What You'll Learn:
• What to say, how to say it, when to say it, all the while being in complete control of yourself
• Keep your confidence high! Don't let them bully you into submission
• Keep your emotions in check. Tips to avoid crying, screaming and blanking out
• Prepare yourself to say what you should say (and take the professional path, not the emotional one)
• How to deliver unwanted messages with confidence
• Learn to keep your cool (and the relationship) at the same time as confronting someone!
• 5 strategies for improving communication with challenging customeres – so you can end your frustration!
• How to diffuse people who are angry, difficult, aggressive, unreasonable, upset, or just plain rude; and how to calm tense situations.
• Avoiding the common (but critical) mistakes most people make in tense situations
• Techniques to get fair results that satisfy your upset customer
• How to face life confidently, knowing you’re up to any challenge (stop getting kicked around and increase your self-esteem).

Learn practical, effective techniques to handle difficult and emotional members of the public in our Developing Your De-escalating Conflict Toolkit workshop. Through interactive role play, video analysis, and real-world scenarios, you'll build a powerful toolbox of de-escalation skills. Whether you face frustrated residents or plain angry people, you'll gain the confidence to stay calm, professional, and in control. Join us for this dynamic and engaging workshop to elevate your conflict management abilities!

What You’ll Learn:

• You’ll leave a toolbox of de-escalation techniques.
• Emotional escalation: How anger, fear, and frustration affect behavior.
• The psychology behind emotional reactions.
• Common triggers for conflict and recognizing when they’ve been triggered.
• Active Listening: How to show you’re listening when someone is venting
• Using empathy and validation: Acknowledge their emotions without agreeing to unreasonable demands.
• Using and reading non-verbal cues: Managing body language, tone, and facial expressions.
• Recognizing escalation triggers and defusing tactics
• Preventing further escalations
• Mindfulness techniques for staying calm under pressure.
• Understanding your triggers and how to manage your own emotions during conflict.

This workshop structure provides a mix of theory, interactive practice, and reflection to ensure municipal employees leave with practical, usable de-escalation skills.

Association of Administrative Assistants AAA
Association of Legal Administrators
Canadian Health Records Association
Canadian Olympic Association
Canadian Payroll Association
International Association of Administrative Assistants IAAP
PIPSC
Women in Rural Economic Development
Deloitte & Touche
Algonquin College
Carleton University
Durham College
George Brown College
Humber College
Keyano College
NAIT & SAIT
Ottawa Carleton District School Board
Queen's University
Schulick School of Business
Sprott School of Business
University of Ontario
University of Toronto
York University

Agriculture Canada & Agri Food Canada
Canada Customs & Revenue Agency
Canada Deposit Insurance
Canada Post
Canadian Blood Services
Canadian Forces Base Greenwood/Kingston/Petawawa
Canadian Mortgage and Housing Corporation
Canadian Forces Personal Support Agency (at all bases)
Citizenship & Immigration
City of Barrie/Burlington/Fredericton/Mississauga/Moncton/Thunder Bay/Kitchener/Windsor/Ottawa/Toronto/
Waterloo/Nanaimo/Fort Frances/Sudbury++
Correctional Services of Canada
Department of National Defence
Department of Justice
Environment Canada
Health Canada
Military Family Resource Centre MFRC
Ministry of Community & Social Services
Ministry of Education
Ministry of Health and Long-Term Care
Ministry of Oceans and Fisheries
Office of the Auditor General
Ontario Ministry of Transportation

Region of Niagara
Region of Halton
Region of York
Locheed Martin
Telesat Canada
Time iCR
Williams Communications Solutions
World Heart Corporation
Hershey Canada
Platex LMT
Proctor & Gamble
Beauticians Supply
CANEX
Fabricland
McChesney Lumber Division
St.Lawrence Chemical
Bell Canada
Care Canada
Children's Aid Society
Encana Corporation
Osler, Hoskin & Harcourt
Tridel Corporation
Baycrest Centre
Community Care Access Centre (multiple locations)
DuPont Pharmaceuticals
Ministry of Health and Long Term Care
Society of Obstetricians and Gynaecologists of Canada
Teva Neuro Science

Call: Rhonda 1-877-213-8608 x101
Email: Rhonda@on-the-right-track.com

www.on-the-right-track.com

Linked In: www.LinkedIn.com/in/rhondascharf
(Many online testimonials)

Rhonda Scharf, CSP, HoF
Certified Speaking Professional
Hall of Fame