Pathways Consulting

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"Pathways Consulting has worked with our organization for the past year on an organizational renewal project entitled the "Can Do" Attitude. Throughout that time Heather Macpherson has increased my awareness with regards to Customer Service. She has also helped me to recognize the importance of service climate to our overall success.

During the first stages of the development process, participants focus on understanding personality types and their associated behaviours. This helps them to gain awareness of their own strengths, limitations and how their behaviour affects those around them. To ensure that U Lead meets individual requirements, a personal Needs Assessment is completed by each participant. Based on the results, the remaining sessions are then customized accordingly. Common areas of focus are self-management and self-regulation, empathy building, and motivating and empowering others. Quantifying the results of the leader's ability to impact the workforce is critical. To help participants better understand key areas within their departments, and to provide a baseline measurement for future analysis each participant completes, a "Service Climate Profile". Participants can then track progress and measure change on a continuous basis and Pathways will coach and assist throughout this process. Good leaders are not created overnight. To accomplish the objectives of U Lead, participants require time to learn, space to absorb the material and the opportunity to continually assess their progress.

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