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Learning Opportunities

#25 Understanding Co-operatives

Objective:
• To develop an understaning of co-operatives and in particular the Co-operative Retailing System and its applications of co-operative principles and concepts.

Who should attend:
This seminar is intended for new co-operative employees during their first year of employment in the CRS or for anyone wanting additional information about the co-operative organizationthey work for or are part of.

Seminar duration: 4 hours.

#42 Presentations That Get Results

Objective:
• To learn how to prepare for presentations through analysis of your audience, determining presentation objectives and writing an outline.
• To learn to deliver a presentation by applying principles of effective communication, handling questions, increasing self-confidence, plus many more tips and techniques.

Who should attend:
Anyone interested in further developing their oral presentation skills.

Seminar duration: 6 hours.

#50 Financial Statements - What Managers Need To Know

Objective:
• To improve a Manager's ability to read and understand financial statements.

Who should attend:
General managers, department managers.

Seminar duration: 1 day.

#70 Recruitment - Doing It Right The First Time

Objective:
• To increase the skill level of participants in recruiting new staff.

Who should attend:
Supervistors, department managers, general managers.

Seminar duration: 1 day.

#71 Performance Management

Objective:
• To understand and achieve a basic skill level in the Performance Planning, Coaching and Performance Appraisal process.

Who should attend:
Supervistors, department managers, general managers.

Seminar duration: 1 day.

#75 Understanding Margin

Objective:
• To understand what margin is, what it pays for, and why it varies.
• To heighten awareness of the impact that front-line staff have on margins.
• To provide knowledge and skills in helping maintain margin.

Who should attend:
All front-line staff needing a basic knowledge of margin.

Seminar duration: 4 hours.

#80 The Best Defense - Front Line Loss Prevention

Objective:
• To heighten awareness of the scope and consequences of the problem of "Loss" to the retail.
• To define individual responsibilities for loss prevention.
• To provide knowledge and skills in the prevention of losses.

Who should attend:
All retail employees (sales and sales support).

Seminar duration: 4 hours.

#112 Service Beyond Expectations

A customer service seminar designed exclusively for the CRS. It will encourage employees to go the extra mile to create loyal customers.

Objective:
• To identify quality customer service from the customer's perspective.
• To identify the essential customer service practices which create loyal customers.
• To practice effective methods for handling difficult customer service situations.
• To have FUN!

Who should attend:
This seminar is primarily intended for employees new to the CRS or to a customer service position.

Seminar duration: 1 day.

#120 Value Added Selling.

Objective:
• To increase awareness of why value added is so vital to the CRS.
• To reinforce the vital role that you play as a salesperson in the CRS, no matter what your job, and the value that your service provides to your customers.
• To provide you with information on effective retail selling techniques and to enable you to practice those techniques.

Who should attend:
Anyone involved in the sales process at the Home and Agro Centre.

Seminar duration: 1 day.

#123 Increasing Personal Effectiveness

Through activities that examinepersonality, goal setting strategies, and self-reflection, this seminar provides participants with the opportunity to learn more about themselves and others, and how to apply this learning to improve relationships anc achieve goals, both individually and with teams.

Objective:
• To provide participants with an opportunity to increase their self-knowledge through analysis, reflection, and hands-on activities.
• To learn about and appreciate personality differences in those with whom we associate.
• To understand the importance of setting goals in reaching personal and professional success.
• To learn what it takes to perform effectively as an individual and as part of a team.

Who should attend:
This seminar appeals to a wide range of participants. Management and non-management staff alike will benefit from the seminar.

Seminar duration: 2 days.

#125 The Power of Optimism

This seminar is intended to give you a better understanding of yourself. Equipped with a heightened understanding of your optimistic qualities and the significance of personal control, you will look at your successes and setbacks in a new light. The end goal is to make optimism a healthy habit.

Objective:
• To provide participants with an understanding of the benefits of possessing a positive attitude.
• To have participants achieve an awarenes of their own attitudes.
• To allow participants to understand how attitudes are formed and influenced.
• To provide participants with strategies to achieve and maintain a positive attitude.
• To offer participants practical applications to create and foster a positive work environment.

Who should attend:
All CRS employees.

Seminar duration: 1 day.

#140 Influencing Customer Service The Professional Way

Objective:
• To inspire and motivate employees to get excited about providing personalized service.
• To give participants an understanding of their influence on their local co-operative and the CRS.
• To provide participants with a clear representation of what constitutes eceptional customer service.
• To identify employees' areas of control which influences their customer service culture.

Who should attend:
All retail employees who have previously taken #112 Service Beyond Expectations.

Seminar duration: 1 day.

#170 Retail Marketing

This hands-on program will take individuals through a step-by-step process to develop a marketing plan for their own department.

Who should attend:
This seminar is restricted to General Managers, Department Managers or those who influence marketing decisions.

Seminar duration: 1 day.

#172 Successful Supervision

Objective:
• To understand motivation and the supervisor's role in inspiring employee motivation.
• To learn how to implement effective supervisory behaviours.
• To learn how the supervisor can create an atmosphere that encourages excellence.
• To understand what constitutes harassment and identify means to prevent harassment in the workplace.

Who should attend:
All supervisors and department managers within the CRS.

Seminar duration: 2 days.

#175 In Search Of Margin

Understanding what margin is, how to get it and how to keep it is critical to every retail operation. This seminar is designed to give staff the knowledge they need to increase margin.

Who should attend:
This seminar will benefit MANAGERS AND SUPERVISORS. It should be mandatory for those who have direct responsibility for attaining and maintaining adequate margins in a retail.

Seminar duration: 2 days.

#180 Loss Prevention Strategies For Managers And Supervisors

Objective:
• To heighten awareness of the scope and consequences of retail losses.
• To define individual responsibilities for loss prevention.
• To assist participants in developing knowledge and skills that demonstrate leadership in the training and support of staff in the area of loss prevention.
• To assist participants in developing loss prevention strategies to apply in their retail.

Who should attend:
All retail management.

Seminar duration: 1 day.

#200 Managing Service Beyond Expectations

Objective:
• To increase awareness of the role of management in providing service beyond expectations in the CRS.
• To challenge participant assumptions about both their customers and customer service.
• To provide tips and tools for increasing participants' ability to manage service beyond expectations.

Who should attend:
All retail management, especially general managers and department managers.

Seminar duration: 1 day.

#203 Taking Charge Of Change

Objective:
• To assist participants with their understanding of the stages and psychology of change.
• To provide participants with information on how to deal with change.
• To present techniques for implementing change.

Who should attend:
All CRS employees.

Seminar duration: 1 day.

#204 Achieving Balance

Objective:
• To understand and appreciate all the factors that are involved in achieving balance.
• To understand how stress affects participant's sense of life balance and satisfaction.
• To provide useful tips and strategy to effectively manage your resources (including time) to achieve balance.

Who should attend:
Open to any CRS employee.

Seminar duration: 1 day.

#210 Working And Communicating Effectively With Others

Objective:
• To provide knowledge and skills in the area of interpersonal communication practices.
• To increase understanding and acceptance of individual differences in order to improve interpersonal relationships.
• To provide tools for dealing with conflict situations.

Who should attend:
All employees interested in improving their interpersonal communication skills.

Seminar duration: 2 days.

#221 Manager: It's More Than A Title

Objective:
• To teach managers the fundamental techniques of planning, organizing and controlling.
• To help managers develop their people skills of motivating, delegating and providing leadership.

Who should attend:
Newly appointed retail managers and department managers as well as experienced managers who need a refresher.

Seminar duration: 2 days.

#225 Problem Solving: A Creative Approach

Objective:
• To understand creative thinking and how it impacts our thoughts, behaviours and attitudes.
• To effectively examine and apply Five Problem Solving Styles.
• To understand and apply an effective Problem Solving Model to various situations.
• To effectively utilize the model in a team simulation activity.

Who should attend:
Restricted to department managers and above.

Seminar duration: 1.5 days.

#251 Credit Administration And Management

Objective:
• To develop an awareness of the importance of credit management.
• To increase the skills of the participants in credit management

Who should attend:
General managers, accountants and department managers whose business depends to a significant extent on credit.

Seminar duration: 2 days.

#275 Building And Leading A Winning Team

Objective:
• To have participants be aware of the importance of teamwork in contmeporary management practices adopted by the CRS.
• To ensure the paricipants understand the best techniques to surround themselves with winners.
• To have participants understand the leadership role they have and how to maximize their effectiveness.

Who should attend:
General managers and department managers who want to know how to build a winning team.

Seminar duration: 2 days.

ON THE JOB RESOURCES

Listed below are some of the training programs that have been developed to assist retail managers in the training of their staff on-the-job. Other department specific resources are available through your FCL region commodity department.

ADVANCE
• Is a training program that systematically breaks down the operations of a retail department into key performance areas and responsibilities. Each responsibility is accompanied by a learning guide which leads the trainee through the learning process.
• It can be used to teach employees a specifice responsibility or all the skills necessary to become a department manager.
• Manuals are available in thje following areas: Retail Manager, Grocery, Produce, Meat, Hardware, Building Materials, Crop Supplies and Feed, Bakery, Pharmacy, and C-Store/Petroleum.

W.H.M.I.S.
To ensure that all workers are informed about hazardous materials that they work with or near:

For: Pump attendants, driver sales reps in sevice stations or bulk plant operations, agrocentre employees, employees mixing paint and maintenance staff who handle cleaners, disinfectants, boilers, chemicals, etc.

TRANSPORTATION OF DANGEROUS GOODS
To provided certified training for individuals within the CRS who have the responsibility of handling and transporting dangerous good.

FIRST IMPRESSIONS
An orientation program for new retail employees. Topics include: Welcome to the Co-op and the CRS, Job descriptions and performance standards, Our top priority - Customer Service and Professionalism Equals Success.

FRONT-LINE SERVICE EXCELLENCE
A training program for new customer service professionals.

• To train all front line staff in skills, to provide excellent customer service and to operate a cash register. The Food Cashier Program has been incorporated into Front-Line Service Excellence.

RESOURCE CENTRE
A wide array of DVDs, cds, videos, audio cassettes and are available to all retail staff on topics from goal-setting to time management and stress management to merchandising and much more. Call Home Office Training to order (no charge) or ask your General Manager for more information from the Training and Development Guide.

IF YOU ARE INTERESTED IN ANY OF THE SEMINARS AVAILABLE, PLEASE DISCUSS YOUR INTEREST WITH YOUR GENERAL MANAGER. THE TRAINING AND DEVELOPMENT GUIDE WILL ALSO BE OF ASSISTANCE.

DEVELOPMENT CERTIFICATE PROGRAM

Objective:
• To provide direction for new staff in selecting training options
• To encourage experienced staff at all levels to continue development through training.
• To ensure that all staff are obtaining the most relevant training for their roles in the CRS.
• To encourage the establishment of minimum training requirements for specifice CRS positions.

This program began in June 2006. Employees may get credit towards the certificate of their choice for seminars completed since January 2002. Retails will be responsible for tracking and reporting progress. Application forms for each of the Cerificates are published in the Training and Development Guide. Completed applications should be forwarded to Region Human Resources.

A. RECOGNITION OF EXCELLENCE (CERTIFICATE IN CI-OPERATIVE RETAILING SKILLS)

Target group:
Retail non-management employees.

Time line:
To be completed within a 4 year time frame.

Mandatory requirements:
#25 - Understanding Co-operatives
#112 - Service Beyond Expectations
#80 - Loss Prevention
#75 - Understanding Margin
#120 - Value-Added Selling
#140 - Influencing Customer Service The Professiona Way

Optional requirements (choose 1 of the following):
#123 - Increasing Personal Effectiveness
#203 - Takin g Charge of Change
#204 - Achieving Balance
#210 - Working And Communicating Effectively With Others

B. CELEBRATION OF EXCELLENCE (CO-OPERATIVE MANAGEMENT CERTIFICATE)

Target group:
Supervisors/Managers in CRS.

Time line:
To be completed within a 5 year time frame.

Mandatory requirements:
#25 - Understanding Co-operatives
#70 - Recruitment: Doing It Right The First Time
#71 - Performance Management
#172 - Successful Supervison
#221 - Manager: It's More Than A Title
#275 - Building And Leading A Winning Team
Completion of any ADVANCE Manual ( can be further back than January 2002)

Optional requirements (choose 1 of the following):
#72 - Employee Relations
#123 - Increasing Personal Effectivemess
#203- Taking Charge Of Change
#204 - Achieving Balance
#210 - Working And Communicating Effectively With Others
#225 - Problem Solving: A Creative Approach

C. COMMITMENT TO EXCELLENCE (CO-OPERATIVE RETAILING MANAGEMENT CERTIFICATE)

Target group:
Senior Retail Department and Retail/General Managers

Time line:
8 years from start date of first seminar in this program

Prerequisites:
Co-operative Management Certificate and Basic Retailing Skills Certificate.

Mandatory requirements:
#50 - Financial Statements: What Managers Need To Know
#72 - Employee Relations
#170 - Retail Marketing
#175 - In Search Of Margin
#180 - Loss Prevention For Managers
#200 - Managing Service Beyond Expectations
#251 - Credit Management
Completion of any ADVANCE Manual ( can be further back than January 2002)

Optional requirements (choose 1 of the following):
#123 - Increasing Personal Effectivemess
#203- Taking Charge Of Change
#204 - Achieving Balance
#210 - Working And Communicating Effectively With Others
#225 - Problem Solving: A Creative Approach

For more detailed information on these or any other seminars or programs offered, please contact your Region Human Resources Department or the FCL Home Office Training Department at (306) 244-3104.

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