Kevin James Saunders
Global Learning & Support | Oculus Training
Vancouver, BC, CANADA
Global Learning & Development Partner
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Biography
Kevin James Saunders, is a member of the Global Learning and Development team at Oculus Training Group, a boutique corporate learning company based in Vancouver, Canada.
Although he has been known to tell a joke or two...or three, he is not just about a fun time. There is more to this man! He did fill his head with some scholarly tidbits from the College Saint-Charles-Garnier, Memorial University and the University of Quebec. If that wasn’t enough, he continues to grow his brain by finishing his Masters Degree in Organizational Change from the University of
York St. John. KJ knew that your book-smarts only benefit you when put into practice! That is why he gained practical work experience in Human Resources, Marketing, Hotel Sales, and Operations.
We wouldn’t want to brag too much, but he has worked with such companies as Mercedes-Benz, Pan
Pacific Hotels, Fairmont Hotels, DevSisters, Gannett, SPCA, Atlific, LeadPages, Delta Hotels, ADT Security, to name a few. Plus, he has conducted and helped design thousands of training sessions throughout his career. (That does sound like bragging, doesn’t it?)
Industry Expertise (8)
Program Development
Corporate Training
Corporate Leadership
Training and Development
Hospitality
Hotels and Resorts
Human Resources
Professional Training and Coaching
Areas of Expertise (8)
Hotel and Resort Training
Sensitivity Training
Bullying and Harassment
Training & Development
Human and Organizational Development
Sexual Harassment Awareness Training
Cultural Diversity Training
Customer Service Training
Education (4)
Université du Québec à Trois-Rivières: French 2000
York St. John College: Masters, Organizational Development 2012
College St Charles Garnier: French 1997
Memorial University of Newfoundland: Science Studies 2002
Links (8)
Languages (1)
- English
Testimonials (2)
Natasha Purnell, Chief Culture Officer | Park Insurance
The training with Oculus had the best engagement levels compared with any other trainings we have had in the past.
Paul Biglore, Owner | Lauren Studios
As a portrait photography company that works with college seniors all across the country, our clients represent perhaps the most diverse client set in the world. Universities, contract with us to create excellent portraits of their students where they look good, relaxed and engaged. They also expect and deserve to have us create these portraits in a way that makes the students always comfortable. And while we have always strived to deliver this to our customers, sometimes, in spite of the substantial efforts we put forth forth, we fell short. That is when we reached out to Oculus. Oculus has been an amazing resource for us and a real partner in helping us increase awareness and sensitivity in our organization. They created a training program specifically around our needs and helped us to understand better and more successful ways to communicate with our customers. They taught us to discard the “Golden Rule” for the “Platinum Rule”, Treat others as they want to be treated. They helped us change our mindset. We used to assume that as long as we didn’t intend to offend anyone , that was OK. Our new mindset is to make sure we are consciously aware of the ways to treat people how they want to be treated. As a result of all of this, our customers are happier ! We are a better organization, and one that I am very proud of.
Sample Talks (1)
Intent Vs. Perception
People often state that they didn’t “intend” to offend or that they didn’t “mean” to hurt someone. That doesn’t change the outcome. It is essential to separate intent from perception. If someone has been hurt, it doesn’t matter what your intention was. It matters how the person was left feeling. In this talk, we can discuss accountability, intent, and perception.
Style
Availability
- Moderator
- Workshop Leader
- Corporate Training
Fees
Courses (7)
Hotel & Hospitality Service Training
Our data-driven and fully customized hospitality and hotel employee training equips your team with essential tools to support your hotel’s performance. Redirect your team from simply “providing service” and give specialized customer service and sales skills tailored to boost occupancy rates and improve Average Daily Rate (ADR). Our programs help elevate guest satisfaction scores through personalized engagement techniques and foster autonomy that will allow you to outperform the competition.
Customer Service Training
Creating an exceptional customer experience is an art. Like any craft, it requires mastering skills, creativity, and consistent practice to capture the attention of today’s saavy customers. Our tailor-made customer service training courses can unlock everyone’s artistic potential and elevate your revenue and online reviews.
Communications Skills Training
Communication skills are fundamental to how we engage with others, but most of us only think about how we communicate if there is a problem. Even then, self-awareness of how others perceive our communication approaches can be clouded by our preferences, urgent task needs, and personality. Our custom communication skills classes open the discussion about what is needed to be thoughtful, proactive, efficient, and more sincere communicators within a modern work environment. Our improving communication skills sessions help provide your team with progressive connection tools to thrive within an ever-changing environment.
Conflict Resolution Training
Let’s face it! Conflict is inevitable. People will disagree, and mistakes can happen. Although uncomfortable, conflict doesn’t have to lead to a relationship breakdown. With the right approach and openness, conflict can be a valuable opportunity to grow and connect with others. Our immersive training will elevate and prepare your team with the skills to handle conflict confidently.
Sensitivity Training
Common-sense, relatable, and practical sensitivity courses based on your vision, values and culture. People have varying values, cultures, identities, and communication styles, contributing to the workplace environment. A vibrant and forward-thinking organization will appreciate everyone’s unique needs, perspectives, and abilities and foster a culture of respect. Training is a key tool in increasing awareness of biases and discrimination, ensuring legal compliance, and improving communication and conflict resolution skills. By promoting understanding and empathy for diverse perspectives, training can significantly impact team dynamics, creating a more thoughtful and harmonious community of professionals.
Sexual Harassment Training
Unfortunately, bad behavior is often ignored and tolerated in many workplaces or with particular coworkers. Preventing harassment is key, and offering relevant training can help prevent issues from getting out of hand and turning into dangerous situations. With Oculus’ customized sexual harassment training, you can ensure a respectful and legally compliant workplace. While training compliance is excellent, its application is crucial. Most training providers teach general definitions of sexual harassment and what is considered inappropriate. We focus on facilitating more impactful discussions. Our sessions offer a hands-on approach that enables learners to recognize what harassment looks, sounds, and feels like, encouraging them to self-reflect.
Reservations Sales Training
A specialist should offer more than just a drive-through experience. People are calling to speak with an expert. An Oculus reservations training program can help take your reservations team off “repeat” and give them the personality and proactive thinking skills needed to provide elevated service, ultimately increasing your revenue. Through research, proven techniques, and your specific goals, our customized reservations training will teach your team the skills they need to outshine the competition. Our IMPRESS The Guest foundation program will examine how to sell correctly, upsell, overcome buyer resistance, acknowledge guest loyalty, and provide a personalized service experience over the phone and online. Make your hotel the only place that a guest wants to call!
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