Ottawa Construction Association

Touch of Class - Making a Good First Impression

Upcoming Sessions
There are currently no upcoming sessions scheduled for this course
Course Duration

The course duration is approximately 3.5 hrs.


OCA Members: $150.
Non-Members: $200.


This half-day employee and management training program emphasizes the importance of making a Good First Impression.

Only then can we expect to deliver First Class Service to our customers.

 There are 5 segments to this 3.5 hr course:

  •  Understanding COMMITMENT to jobs, customers, employers and fellow employees
  • Reinforcing LEADERSHIP skills and defining the true meaning of leadership
  • Identifying the effects of positive and negative ATTITUDES
  • Defining levels of SERVICE
  • Understanding why TEAMWORK is critical for FIRST CLASS SERVICE

Through the use of motivational and inspirational stories and short, but compelling videos, this seminar is a truly effective learning experience that provides practical and effective tools that will increase motivation at all levels.

Employees and companies will benefit with better service, productivity, morale and reputation; relations with customers, fellow workers, family and friends will improve; reductions in lateness and absenteeism will occur and employee turnover will reduce. When staff return to their jobs they will be more confident and motivated.

 COURSE TRAINER - Wayne Newell

For the past 35 years Wayne Newell has served in senior management, financial and leadership roles with companies in Canada, the United States and the Caribbean. His experiences and expertise contributed to financial improvements and profitable growth for his employers.

He developed this training course, A Touch of Class, while managing a retirement/nursing home/assisted living facility with 200 residents. When assigned to this project, the company was seriously missing its marketing and financial objectives – occupancy of 225 units was 35%. Employee turnover was 340%.

After implementing The Touch of Class training program, employee morale increased dramatically, lateness and absenteeism reduced significantly, employee turnover fell to 42%, occupancy increased to 92%, resident satisfaction approached 95% and revenues increased to the point the facility became and remained profitable – all in 17 months. He attributes this training program as the principal reason for the facility's long-term success.

Since 2003Wayne has presented his two other training programs which include portions of the Touch of Class training program and have been attended by over 2,700 participants.


  • Understanding commitment
  • Increase personal productivity
  • Reinforce leadership skills
  • Understand and improve attitude
  • Reduce absenteeism and lateness
  • Improve customer service
  • Improve relations with family, friends, co-workers


Every employee can benefit from this course especially those who influence customer service:

  • Service employees
  • Support department employees
  • Supervisors
  • Managers
  • Owners

Upcoming Sessions
There are currently no upcoming sessions scheduled for this course