About
How does someone evolve from growing up on a turkey farm and being educated in a one-room…
Services
Articles by Michelle
Contributions
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You're striving for workplace innovation. How can you cultivate a growth mindset among your employees?
It absolutely starts with leaders modelling the way. Use your experiences to create an environment where curiosity and learning are celebrated, and highlight how you have turned mistakes into opportunities to improve, rather than seeing them as failures. Ask open-ended questions, provide meaningful feedback, and offer resources for development. Most importantly, show belief in their ability to grow, no matter where they’re starting from.
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What are the most common communication barriers in conflict resolution?
With four generations in the workplace with various beliefs and values, conflict does occur. Being a leader is being aware of others and how they react to situations, who they work with and where they work. As a leader self-awareness and the actions and behaviours that you model in the workplace reflect on those that you work with and lead. We can only control how we react to a situation, we can't control others. It's managing the behaviours of others ensuring that "small concerns" don't fester into larger problems because they are ignored by management.
Activity
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Today Wests Illawarra & Port Kembla Golf Club donated over $3,000 worth of grocery items to four of our community partners - to boost their Christmas…
Today Wests Illawarra & Port Kembla Golf Club donated over $3,000 worth of grocery items to four of our community partners - to boost their Christmas…
Liked by Michelle Pascoe
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More than 50 clubs from across New South Wales, Queensland, Victoria, and the ACT have joined forces to take on one of Australia’s most pressing…
More than 50 clubs from across New South Wales, Queensland, Victoria, and the ACT have joined forces to take on one of Australia’s most pressing…
Liked by Michelle Pascoe
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After today’s AGM, I concluded my third and final term as Dietitians Australia President and Board Member. It’s been a great honour and privilege.…
After today’s AGM, I concluded my third and final term as Dietitians Australia President and Board Member. It’s been a great honour and privilege.…
Liked by Michelle Pascoe
Experience
Education
Licenses & Certifications
Publications
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The VIP Principle
Advantage Press, USA
Michelle and David take a scientific approach to the customer experience, outlining the strategies to measure client satisfaction, identify strengths and weaknesses, create a workplace of high-quality values and ethics, and prioritise improvements based on guests’ needs. Readers will learn how to satisfy current VIP customers and identify future VIP customers based on two decades of research in the industry. Businesses that are not focused on finding their next VIP customers will find…
Michelle and David take a scientific approach to the customer experience, outlining the strategies to measure client satisfaction, identify strengths and weaknesses, create a workplace of high-quality values and ethics, and prioritise improvements based on guests’ needs. Readers will learn how to satisfy current VIP customers and identify future VIP customers based on two decades of research in the industry. Businesses that are not focused on finding their next VIP customers will find themselves irrelevant in a fast-changing, disruptive marketplace.
Throughout the book, case studies and scenarios highlight real stories of what it takes to progress a business to the next level by creating and retaining loyal guests. From first impression training to competitor analysis, the authors walk readers through each step to expand an already successful business or revamp one that’s not living up to expectations.
The VIP Principle. In today’s society, the customer experience is of the utmost importance as it has never been harder to compete for a guest’s dollar. Showing readers how to delight their best guests and keep them coming back, The VIP Principle is a must-read for anyone running a service-based business.Other authorsSee publication -
Igniting Potential - No Challenge Too Hard
See Change, Australia
The book tells the stories and challenges of seventeen industry leaders from Australia and New Zealand. It is packed with insights and advice that make it compulsory reading whether you are a club industry leader, aspiring to be selected for managerial roles or are just starting out in the industry.
Michelle Pascoe says “I feel privileged to have worked with some amazing people and wanted to share their secrets of success. The contributors have generously shared both their successes and…The book tells the stories and challenges of seventeen industry leaders from Australia and New Zealand. It is packed with insights and advice that make it compulsory reading whether you are a club industry leader, aspiring to be selected for managerial roles or are just starting out in the industry.
Michelle Pascoe says “I feel privileged to have worked with some amazing people and wanted to share their secrets of success. The contributors have generously shared both their successes and challenges. I would love to sit these people down with every new employee so they can share their wisdom. Unfortunately we can’t do that so this book is the next best thing. There’s been lots of doom and gloom in the industry recently and I wanted this book to be a good news story and a celebration of what is great about this industry."
Igniting Potential will give readers insights into everything from achieving a work family balance to dealing with changing legislation and new technology. Every contributor also offers invaluable advice for "new comers" and talks about the changes they have seen in the Club Industry.
Courses
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Choice Theory Advanced Intensive
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DISC Behavioural Profiling Accredited Trainer and Asssessor
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Disney CX Summit - Disneyland 2018
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Disney's Approach to Quality Service - Disney World 2019
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FinxS Extended Disc Behavioural Profiling
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Honors & Awards
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Australian Women's Small Business Champion Awards 2024 Finalist
Australian Women's Small Business Champion Awards
Business Services Finalist 2024
We are delighted to announce that OOPS was recently nominated as a finalist in the Australian Women's Small Business Champion Awards for 2024 in the Business Services category!
These prestigious awards were launched to acknowledge the women who are contributing, influencing, and leading their sectors and industries. A record number of more than 800 female small business professionals entered in 2024 to be in the running for a coveted ‘Champions’…Business Services Finalist 2024
We are delighted to announce that OOPS was recently nominated as a finalist in the Australian Women's Small Business Champion Awards for 2024 in the Business Services category!
These prestigious awards were launched to acknowledge the women who are contributing, influencing, and leading their sectors and industries. A record number of more than 800 female small business professionals entered in 2024 to be in the running for a coveted ‘Champions’ trophy across more than 60 industry categories.
I was also very privileged to be recognised as a finalist for the Australian Small Business Champion Influential Woman 2024, which is awarded for an individual's ability to show initiative and willingness to undertake business development and the courage to always persevere. -
2024 Australian Achievers Awards
CSIA Australian Service Excellence Awards
With an incredible score of 97.41%, we are so honoured to announce that we have been recognised with a 'Highly Recommended' in the category of Consultancy, Training & Employment Services in the CSIA Australian Service Excellence Awards.
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Certified Speaking Professional
Professional Speakers Australia
The CSP designation is internationally recognised.
Languages
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English
Native or bilingual proficiency
Organizations
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Professional Speakers Australia
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Global Speakers Federation
Australian Representative of the Professional Speakers Australia
-The Global Speakers Federation champions, supports and provides resources to help develop and grow associations of professional speakers worldwide. VALUE PROPOSITION Strengthen worldwide recognition of professional speaking within the meetings industry. Provide support to member associations on forming, managing, and leading associations, including sharing best practices. Build a global community of like-minded people to encourage alliances, connections, and support networks. The GSF…
The Global Speakers Federation champions, supports and provides resources to help develop and grow associations of professional speakers worldwide. VALUE PROPOSITION Strengthen worldwide recognition of professional speaking within the meetings industry. Provide support to member associations on forming, managing, and leading associations, including sharing best practices. Build a global community of like-minded people to encourage alliances, connections, and support networks. The GSF currently comprises 15 independent speaker associations representing 17 nations and individuals from over 20 countries.
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Join now to viewMore activity by Michelle
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Thank you to everyone who came along to the 2024 LCA National Conference earlier this month. With a focus on innovation, inspiration, communication…
Thank you to everyone who came along to the 2024 LCA National Conference earlier this month. With a focus on innovation, inspiration, communication…
Liked by Michelle Pascoe
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Yesterday, our Founder & CEO, Stacy Jane alongside our Community Engagement Officer, Marie Copp had the honour of speaking at Westpac Head Office…
Yesterday, our Founder & CEO, Stacy Jane alongside our Community Engagement Officer, Marie Copp had the honour of speaking at Westpac Head Office…
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The last few days has been a great opportunity to be in venues, provide industry updates, and gauge the business and community landscape for our…
The last few days has been a great opportunity to be in venues, provide industry updates, and gauge the business and community landscape for our…
Liked by Michelle Pascoe
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Last night was our She's The Boss Adelaide Christmas party and it was wonderful. What a great bunch of powerful, down to earth, successful women! We…
Last night was our She's The Boss Adelaide Christmas party and it was wonderful. What a great bunch of powerful, down to earth, successful women! We…
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