
Certificate in process management
Learn. Engage. Accelerate.
This program gives you the skills you need to manage processes effectively by aligning your processes to your organization’s strategic goals, designing and implementing process architectures, and establishing process measurement systems. Successful completion of all the modules plus a Process Impact Assignment will result in a Certificate in Process Management (CPM) from Excellence Canada.

Participants will learn to identify, map, analyze, measure, improve and optimize the processes that are strategically important to their organization (and use lots of Sticky Notes – either virtually or in person).
Upon completion of this certificate program, participants will be able to:
- Create a graphical representation showing the steps, activities and decisions involved in a process, at three-levels of detail (process maps)
- Analyze process maps for improvement opportunities
- Rectify and close quality gaps using root cause analysis
- Effectively use process tracking tools and flow charts
- Understand customer requirements and how these needs will be met by the organization
- Measure and improve the customer experience using Customer Journey Mapping
The certificate will benefit process improvement specialists, customer service managers and supervisors, business analysts, project and process managers.
This certificate will benefit process improvement specialists, customer service managers and supervisors, business analysts, project and process managers.
During the program, candidates will complete 7 modules that relate to the Process driver of the Excellence, Innovation and Wellness® Standard.
MGMT101 | PROC201 | PROC 103 | RCA 204 | PRO301 | PROC402 | BP210
Dr. Adam Stoehr
VP Educational Services
Adam Stoehr has overall responsibility for Excellence Canada’s educational services, including the development and deployment of training and certification. He is one of Excellence Canada’s primary facilitators and speakers. He researches and typically speaks about strategy, employee happiness, organizational excellence, customer experience, leadership, process improvement and all forms of quality management.
Adam has delivered talks for more than 25,000 adults and has conducted more than 20 Canada Awards for Excellence award verifications since 2000.
Contact us for corporate training pricing.
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Excellence Canada Virtual Training is Improving Knowledge and Confidence Using Process Tools
Read this enlightening White Paper by Dr. Adam Stoehr for more information
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Program Curriculum
This 10-course e-learning Certificate Program gives learners the steps to:
- Thrive in the workplace with valuable soft skills
- Engage in fully interactive modules
- Benefit from real-life examples and smart tips
- Gain a certificate in professional development
Module 1: Would You Hire You?
In today’s workplace, qualifications are not enough to get ahead. People tend to focus on the technical and occupational skills, education and training required to qualify for the job they’re seeking, but while these “hard skills” may land interviews, they don’t necessarily lead to job placement or advancement. That’s why you need the very best “soft skills”.
In this course, which includes your personal downloadable Soft Skills Workbook, you will learn everything you need to know to:
- Identify the personal qualities—or “soft skills”—that impact your performance in the workplace
- Become aware of your personal soft skills profile to determine how these skills are hindering and/or helping your success
- Design a plan to improve your soft skills and learn to align them to your career objectives
Module 2: Receiving Feedback with Confidence
Receiving feedback with confidence and grace can be a challenge, especially when the feedback is constructive. Many of us have a natural tendency to get defensive, justify, explain or even deny the validity of the feedback—even if we need it. Regardless of its validity, the ability to hear, assess and use feedback from others in your workplace is a valuable skill that leads to self improvement and success.
In this course, you will learn:
- Why feedback from others is so valuable to receive
- How to avoid feedback “traps” and keep an open mind
- How to respond effectively to misguided feedback
- How to listen to, assess, integrate and use feedback to your advantage in the workplace
Module 3: The 3 Keys to Effective Communication
Successful communication in today's work environment requires the ability to inspire and engage others as well as foster buy-in to ideas, plans and actions. There are three core skills at the foundation of successful communication, and when they are used effectively, they lead to improved communication in the workplace.
In this course, you will learn to:
- Understand the power of 'I' messages and clarifying questions
- Listen attentively to understand, solve problems, and inspire others
- Demonstrate respect with your words, body language and tone
Module 4: Anti-Discrimination, Diversity, and Sensitivity at Work
In today's diverse business environment we must ensure our communication style and language reflects respect for everyone regardless of their difference, recognizing the values and contributions of every human being.
- Sensitivity and Self Awareness
- Language of Discrimination
- Language of Sensitivity and Respect
This course is to support employees and employers in complying with Canadian legislation.
Presenter: Dr. Stephanie Bot, C. Psych., Psychoanalyst
Module 5: The Power of Effective Body Language
Did you know that body language is a powerful communication tool used to convey messages to others in your workplace? Whatever you are feeling, your body language is likely to express. In fact, body language may actually be more powerful than the words you speak.
In this course, you will learn how to use body language in the most effective ways possible, including how to:
- Appreciate the power of your body language signals
- Maximize para-verbal and non-verbal communication skills
- Show confidence with the proper handshake
- Utilize eye contact, gestures, silence and personal space for greater impact
- Create a Body Language Action Plan
Module 6: Best Practices for Stress Management and Mindfulness at Work
While we may not be able to change many of the situations in our lives, we can control how we perceive, experience and manage them. In this informative, practical course, you will come to understand yourself better. You’ll learn to recognize the stressors that impact your life and how to use mindfulness best practices to lead a more balanced and contented life.
This course will guide you to:
- Understand stress and its impact on you and others in the workplace
- Use mindfulness to noticeably reduce stress in your everyday work life
- Slow down and experience the steps of mindfulness meditation as needed
Module 7: Dealing with Difficult People (3-Part Series)
In this 3-part series, relational psychologist Dr. Stephanie Bot, takes you behind the scenes to understand what makes people “difficult.” She explains:
1. The particular attributes of specific types of difficult people
2. Based on these unique attributes, Dr. Bot explains how to deal with each style, using a toolbox of scripts and approaches to successfully communicate with them
3. How to manage your own emotions when dealing with a difficult person.
On successful completion of the brief quiz, you will receive your Certificate of Completion to post on social media or share with your friends and colleagues.
Module 8: Navigating Politics, Priorities, and Time in the Workplace
Successfully managing work relationships within a political hierarchy doesn’t come automatically to most people. What we do know is that there are some basic principles you can follow that will help you boost your job and career success. In this course you will learn a framework for navigating politics, priorities and time in a workplace setting.
- How workplace politics plays out in every organization
- Self awareness when it comes to your role and how to stay within its parameters
- How to manage up, down, and across the organization
- How to use soft skills to your advantage in managing politics, priorities and time
- An easy model for developing priorities
- How to manage time using realistic planning tools
Module 9: Giving Feedback with Confidence
Many people find the process of giving feedback difficult, especially at work. We may not know exactly what to say or how to say it or we may feel worried about the potentially negative reactions of the other person. We may be unsure of how to frame our words so they come across as valuable and constructive rather than a source of conflict.
This course gives you the tools you need to provide feedback effectively and handle responses from others with greater ease. It teaches:
- The value of giving feedback to others in the workplace
- A simple step-by-step process for giving feedback so others will be able to hear, receive and use it
- How to deal with resistance to your feedback
- Scripts to help you address real-life feedback situations
Module 10: Smart Social Media Etiquette in the Business World
Social media is a powerful communication tool used by employees to help connect, collaborate and problem solve in the workplace. But in our wired world, we must adhere to professional social media etiquette or we may make the mistake of risking our own, or the organization’s, image or cause other problems that can cost us.
This course outlines the different ways that social media helps and hinders success in the workplace. It teaches how to:
- Identify 3 key uses of social media in the workplace
- Become aware of the social media Don’ts in the business world
- Use social media etiquette to your benefit at work
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