• Certified project manager and partner, AERIE Engineering
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Susan Lill has 23 years of HR leadership experience in several industries including manufacturing, information technology and financial services in both Canada and the United States. She has led organizations in strategic planning and process improvement, including total quality management; Six Sigma; process mapping and metrics; diversity initiatives; management training; culture awareness and technology implementations. Susan is a certified Six Sigma green belt, certified project manager and a partner in AERIE Engineering. She is focused on helping businesses align their human-resource systems and processes with its mission and objectives.

Title Description

Getting Things Done

Balancing work priorities and life can assist executives in getting things done. Business professionals can learn to distinguish the “urgent” from the “important.” This program will cover topics such as achieving work/ life balance, setting goals, organizing and prioritizing work, delegating to others, managing meetings and interruptions.

Great Customer Service

Everyone in an organization is in “customer service.” This program will cover topics such as customer service performance factors, what customers want from a customer service person, active listening to understand issues before acting, developing and keeping customer trust and loyalty and the impact of demographic changes on customer expectations.

Diversity As A Competitive Advantage

Discover various ways to help your business respond to the changing global landscape and significant demographic shifts. The business case for adopting a diversity strategy will be reviewed. Participants will analyze case studies of American companies with successful diversity initiatives. Learn how to design and implement a strategic diversity initiative that includes training at all levels, forming a diversity advisory council, reviewing and updating human resources systems and programs—including recruiting, mentoring, succession planning, and community outreach initiatives. A wide range of diversity subjects will be covered including gender, ethnicity, race and age, as well as stereotypes, assumptions and acculturation. The difference between compliance with government affirmative action and equal opportunity regulations versus a commitment to leveraging diversity will also be discussed. This one-day workshop for business executives, managers, human resources professionals and business owners will provide participants with hands-on experience and published resources to take away and apply in most workplace settings.

Aligning Human Resources With Business Strategy

Ensuring your human resources systems and practices are integrated and supporting the business strategy are key factors to the success of your business. Learning how to mesh the actions and behaviors of your people with business drivers will improve productivity, focus and results. In particular, this program will cover topics such as corporate values, core competencies, business processes, incentives and rewards, performance feedback and coaching, and recruiting.

Education

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