Emotional Intelligence Webinars for the Council for Continuing Pharmaceutical Education

mbg is launching two Webinars for the Council for Continuing Pharmaceutical Education (CCPE). These webinars focuse on the three most important EQ skills required in business today:

Webinar One (Feb. 12th):  Interested versus Interesting

Webinar Two (Feb. 26th):  Gold Standard of Emotional Intelligence

The response has been overwhelming and if you’re taking part, I look forward to meeting all of you online today!

Lynne Mackay

Lights! Camera! Action! Red carpet tips for revving up your image

Canada’s top image consultant Lynne Mackay hosted an entertaining walk down the red carpet TLOMA-style at Blue Mountain Resort recently. In this fun, interactive, Oscar-style pre-dinner “show”, Lynne played reporter and interviewed 300 participants and business partners as they came down the red carpet. “Who are you wearing?” was the question of the evening as Lynne shared her proven strategies for enhancing personal and professional image. Wardrobe, colour  analysis, hair, jewelry, footwear, makeup and eyewear were just some of the areas Lynne covered.

After all, what we wear, how we look and how we carry ourselves makes a bigger difference than many of us realize and can help us feel more confident.

A.C.E. The Art of Client Engagement

Given our tech dominated professional world I’ve been heartened with the response to our delivery of an Emotional Intelligence based program called A.C.E. The Art of Client Engagement. Credit goes to the executive team who saw the value of rolling this program out across Canada. Credit also goes to the participants for their open appreciation of the value of this kind of professional development. It was good to hear the takeaways: enhanced empathy, rejuvenated curiosity, and increased patience as a few of the emotional elements they will be practicing with their private wealth clients.


With technology mediated communication growing, the greater the imperative to capitalize on our precious face-to-face interactions. It’s our ability to emotionally connect with clients that allows business and referrals to flourish.


We at Mackay Byrne Group hope to see a continued trend towards professional development that focuses on the human side of business. With programs like A.C.E. being promoted and delivered across multiple industries it’s certainly looking promising.

Business and client engagement

The Art of Client Engagement

The newest mbg program, The Art of Client Engagement, A.C.E., has now been delivered in every major city in Canada. The premise of the program is to increase the Emotional Intelligence, E. I. Quotient, of participants with a view to enhancing client relationships. The foundational elements of high E.I.: Empathy, Curiosity, and Patience are explored and practiced in this highly experiential three hour program.


For most participants it’s not a first exposure to these concepts but rather a reminder of their importance in our client interactions. This fun, interactive professional development is well timed given the pressures and time constraints of the modern workplace. Creating a collegial and collaborative environment from the outset also serves to derail potential conflicts before they take hold. When an atmosphere of psychological safety is created, all involved are more comfortable to speak their minds, listen non-judgmentally, and ultimately be more productive.


A reawakening and rejuvenation of the soft skills that allow us to emotionally connect with prospective and existing clients is at the heart of stronger more committed client relationships.


Contact us to learn more about this program!

Parliament Hill Fashion

A what-to-wear tutorial for those looking to land on the Hill
Elizabeth Gray-Smith (ipolitics.ca)

MPs live and breathe in the public eye. Standing in the house, scrumming in the halls, posing at podiums, swooshing through galas, flipping pancakes and picking up babies – there is no hiding from the camera. So, given the many public adventures (and potential misadventures) facing MPs in a given day, how important is their fashion finess and mastery of style?

“Let’s get right to it… their image matters,” says Lynne Mackay, an image consultant with 30 years of experience coaching people – some senior politicians – on how to look, behave and communicate. Mackay advised Conservative candidates in the ’93 and ’97 federal elections.

“Persona and sincerity – all of it matters on camera – as does how you look,” says Mackay. “People are absorbed by that, especially in North America… we are a very visual society.”

With an election in sight, it begs the question: what should candidates think about as they prepare to dress the role of an MP at the top of their game on the Hill?


According to Mackay, becoming the savvy sartorialist is the first step. “Trends come and go but what really matters is how a garment fits – that is key at this level. If you are rushed on scrums, appearing up close on camera, and your clothing is ill-fitting it is a complete distraction to the viewer.”

Keeping a finger on the pulse of fashion while staying current with the headlines can’t hurt. “Don’t date yourself,” says Mackay. “If you are wearing suits that are five, six or seven years old, chancer are your outfit is dated.”

In an arena where the choice of hues can corner you in the ring – with four popular colours taken by party brands – what is left to pick from on the palettes?

Many MPs have made their party brand their own insignia. Olivia Chow was known for her orange gowns, Carolyn Bennett’s closet is filled with red accessories and Elizabeth May has more than a few green items.

Mackay identifies plum, wine, orchid, violet and eggplant as safe, non-partisan colour choices. No matter how clever the colour choice is, the outfit as a whole has to translate well on screen. “It all has to look good on camera,” says Mackay.

Under the rays of fluorescent lighting, she wars, black suits can often look green. Plus, solid black is linked to weddings and funerals and can look overwhelming on certain individuals. Mackay recommends taking a departure from the solid navy or charcoal grey norma and going the route of slate greys or ink blues and introducing a stripe or subtle check in bordeaux or oxblood.

“Blue-greens and teals are also interesting in ties and work well on camera,” says Mackay. In summer, she urges MPs to favour seasonal elements like taupe or beige in lght weight wools or cotton. She is also a fan of the seersucker sport jacked which can instantly add variety to conventional suit picks.

The big take-away from the experts: no matter what, be true to yourself. Be genuine. Know  your body. Know the day ahead of you. And be prepared for that camera in your face.



Getting a Head Start on Financial Success

Instead of the typical cocktail party, consider a Fashion Forward evening with MBG

How does a bank or Investment Advisor provide value to an evening with their high net worth clients and their children? Mix sound advice to help the young people establish themselves financially and professionally with a Fashion Forward evening from MBG! With clothes provided by Holts, up coming fashion ideas and a personalized colour palette, it’s an excellent and educational alternative to the typical cocktail party!

“I want to thank you very much for last night. I got some great feedback from my clients and even my buddy Scott is rethinking his navy, black and blue suits and his white and baby blue shirts!”
-Patricia Cullen, CFP, CIM, FCSI l Investment Advisor | Bells Corners Branch 90508  l RBC Dominion Securities Inc.

“I was thrilled when I heard you would be presenting the other night – it was absolutely a wonderful evening and out clients enjoyed it.”
– Louise Summers, PFP | Sales Manager Investment & Retirement Planning, RBC Financial Planning, Royal Mutual Funds Inc.

RBC Client appreciation event, 2014 (2)RBC Client appreciation, 2014 (3)

Innovation in professional curriculum design: Emotional Intelligence in Open Concept Banking

Mackay Byrne Group is again on the cutting edge of professional curriculum design. Our new program Emotional Intelligence in Open Concept Banking is an innovative approach to giving front line client facing professionals and confidence and resilience to face the challenges of their new working environment.

MBG has responded once again to a real need in the Canadian workplace with ready solutions to improve the client and employee experience.

How to do business in Toronto: Business Etiquette

Etiquette Essentials:

In today’s professional environment our demeanor is on display for all to see. Be sure to operate with everyone in a manner that promotes your sense of decorum, comfort and confidence. Put others at ease by demonstrating excellent manners. Etiquette in the workplace is not a restrictive set of rules. In fact, quite the opposite is true. Learning a few simple social expectations can alleviate the pressure of, “am I doing this right?”  Take this pressure off and allow yourself to focus on what matters: your colleagues, your clients, the opportunities in front of you, and even having a good time.

According to recruiters, image consultants and senior managers an image shake-up wouldn’t hurt most Administrative staff. Manners in the truest spirit of the term – being sensitive to the needs and feelings of others – still help determine whether you will get a job, whether you will advance, and how harmoniously your team will work together.

The most common, etiquette-related error in interviews is erring on the side of informality, and talking too much. Manners and image also play a role in advancement decision. People hire for skills, but they fire for attitude.

Today, the business environment tends to be less formal. I’m not sure that manners have declined, but certainly a great many things that could affect manners have changed. For example, in industries such as IT you have a more informal atmosphere accompanied with the high pressure of short term project deadlines.  In this environment the corporate culture of calm decorum is key for productive interactions between groups and individuals. Beyond your technical skills, most of the things that affect your job chances do relate in some way to etiquette, in the broadest sense of being sensitive to others.

Here are a few tips to remember:

  • Don’t talk too much
  • Don’t be negative
  • Focus on the needs of others
  • Be punctual
  • Be polite

Companies turn to image consultants because they want to put their best corporate face forward with customers and ultimately improve the bottom line. All employees must appear polished and professional when dealing with clients.

In general, manners seem to have deteriorated in recent years. Partly because of a greater informality in society, but also because start- up companies may not devote enough time to image. It’s really up to a company to set the tone of what its expectations are. An interview is a formal situation, even if it’s an internal referral. Don’t take it for granted and be too familiar.

Manners play an important role in the building of good work teams and in advancement decisions. Think before you speak; consider the consequences. Being in tune with the needs and sensitivities of others, and acting accordingly is the basis of business etiquette.

What kind of image do people conjure up when they speak to you on the phone? Do they picture you as confident and organized, friendly or aloof. Your tone of voice is important on the phone. Be sure to articulate clearly and speak slower- especially when speaking important information such as a call back number.

Lynne Mackay is owner of Lynne Mackay Image Consulting Inc. and
The Mackay Byrne Group Inc. Lynne Mackay is one of Canada’s most experienced Image Consultants. She has, for over 25 years, served Canada’s corporate and political community. Lynne has a first-hand understanding of how building positive relationship and projecting professional attitudes affect people in their personal and professional lives.

Anyone who regularly interacts with clients and want to build strong, productive professional relationship will benefit from the insight that Lynne Mackay and her partner Paul Byrne have to offer. You will learn how to project confidence and credibility in dealing with clients and peers, and how to conduct yourself with ease in any business/social situation.

  • Office Diplomacy/Business manners, discretion, sensitivity to others
  • Appropriate conduct/behaviors in the office and when meeting customers
  • Reception Etiquette; the first introduction to the firms image; receiving guests
  • Telephone manners; establish rapport with your telephone audience
  • Speak with a confident tone
  • Vocal quality
  • Articulation pronunciation
  • Active listening strategies
  • Professional Networking Skills; Working a room
  • Approaching and Leaving Groups
  • Successfully perform various types of introductions
  • Use communication strategies to start and continue conversations
  • Small talk topics to discuss and avoid
  • Business card etiquette
  • Effectively use kinesics and Proxemics to make clients/colleagues comfortable


Lynne Mackay specializes in the delivery of individual consultations, keynotes, workshops and conferences that enhance a company’s human resource credibility. These include personal image, performance communications, networking, and business etiquette/professional behavior programs.  Lynne has travelled extensively in her 27 years of working with many Fortune 500 companies across North America.  She has a 30 year background in personal appearance and image development and has counseled top executives in many well-known corporations.  Her in-house seminars are dynamic and effective, providing valuable practical insights that can be applied by all who attend.


Commissioned Publications:

  • The Power of Your Image Canadian, Dental Association Publication
  • The Professional Image of the Technician, Association of Field Service Management International
  • First Impressions, Canadian Bankers Association
  • Image:  Your Competitive Edge, Canadian Professional Sales Association
  • Guidelines on Appearance and It’s Impact on Service, Bell Canada
  • Image for Professional Women (interactive CD)
  • We Dress For Business, Bombardier Inc.

Client Testimonials:

“Your presentation was dynamic and informative and was well received by all members in attendance that evening.”
President of the Ottawa and District  Scotiabankers Association

“Extremely practical information presented in an exceptionally professional manner.”
Pfizer Canada

“The seminar was presented extremely well and specific to our group’s requirements.”
Ontario Power Generation

“The most useful professional three hours I’ve ever spent. I’ve left the session with new insight and effective strategies to deal with all my clients.”
Astra Zeneca

“Material was relevant and easy to understand. The presenter was extremely knowledgeable and very entertaining.”
Federal Government, HRDC

Being at your best with difficult people and situations

Let’s talk communication. Communication is easy when it’s easy. When we’re getting along with others, having fun, feeling comfortable it’s a pleasure to be communicating. Our communication competence is required of us when the going gets tough. Being at our best is required when we’re challenged by others, when we find ourselves in disagreement, when we encounter a difficult person or situation.

Being at our best when it’s most difficult is the real test of our maturity and character. There are a variety of helpful tactics and messages that can be employed given certain difficult circumstances that increase the likelihood of favourable outcomes. But for us, for now, let’s start at the most fundamental and most vital: thinking.

The way we think about ourselves, others, and the situation is the foundation from which we begin any difficult engagement. Being at your best when confronted with difficulty requires you to be able to think clearly and rationally; to not be sucked into a losing battle; and, to remain calm and be fair (with yourself and others). Easier said than done when your blood pressure is rising, your heart is pounding because of this insensitive, overbearing #@#@!- whoa- easy big fella. Yes, it can be hard, but it’s not impossible. Let’s take a look at something that can make a real difference and help us deal better with the inevitable difficult circumstances of life.

Take a page from Buddha. Mentally thank the difficult person or situation for allowing you the opportunity to be your best. I, as an experienced squash player,  take little pride in beating a far worse player. I’m thankful for a match that pushes me to the limit. We’re thankful of the experiences in our life that push us to be at our best in maturity and character. In Buddhism we would think of difficult people and situations as our teachers. They are allowing us to practice being better, without them we can never improve and grow in maturity and character.

If at this point, you, the reader, are going along with this so far…great! That means you’re open to some ideas that challenge our normal sense of conflict resolution and you probable have the mental capacity to actually think this way when you’re next confronted by something difficult.

The reason we want to be so gratuitous is because this mind-set frames the circumstance differently in our head. We are what we think. Our thoughts create our emotions; our emotions impact our behavior; our behavior is all everyone else sees and hears. It all starts with the way we think.

Instead of getting upset, frustrated, anxious when confronted by a difficult person or situation start with the most fundamental. Control what you can: think calm, think rational, and think.

Image: Your Competitive Edge

By Lynne Mackay, Image Consultant


It’s easy to think about what you wear as part of your daily routine, an almost unconscious choice. However, it is important to remember that clothes form part of your appearance and how people will evaluate you. Within 10 seconds of meeting someone, your subconscious has already noted certain characteristics, such as body type, hair colour, facial expressions, tone of voice—and clothing choices. If these initial perceptions are negative, we tend to attribute secondary characteristics that are equally negative, such as unprofessional, lacking attention to detail, unknowledgeable, etc.

Although we’re not consciously choosing to “judge a book by its cover,” we do have a tendency to evaluate a person’s character based on appearance. The style of clothing someone chooses to wear can make them come across as being more sincere, reliable and trusting, or more daring, provocative and unreliable.

Appearances can even influence judgments of a person’s competence even when the task at hand is unrelated to appearance. As someone who wants to be taken seriously and seen as a competent, know that your dress will influence how others assess you and your abilities, and dress accordingly.  Even though a suit or similar formal attire may not be required or expected in many of your organizations, your clothing choices still play an important part in the way people think of you: intelligent, knowledgeable and professional.

Our appearance also affects the way we see ourselves. We usually feel better about ourselves when we make an effort to look our best. Image plays an important role in creating a positive outlook and in enhancing personal motivation. A change in hairstyle, an addition to your wardrobe, or being in better physical condition can help create a more positive, professional image.

Polling questions during a recent webinar, “Projecting a Winning Image: The Psychology of Perception,” indicated the number one negative aspect of a person’s image was clothing that is too tight. So making the right retail choice is the starting point in creating a professional image that speaks well of you. Before you purchase clothing, ask yourself—or a friend: Does it fit properly? Is it comfortable? Is it the right thing to wear this season? Is this appropriate for the kind of job I have?  Is it suitable for my body type?

Accentuating your strengths and downplaying your weaknesses is the key to dressing properly for your body type. Here are some suggestions for the three most basic types: triangle, rectangle, and round.


  • Triangle: Smaller midsection with most of one’s weight in the thighs, derriere and legsTo flatter this shape, draw attention to the top half of your body. Extend the shoulder line to balance with hips. Look for fabrics that have weight and flow away from body (e.g., tweed).


  • Rectangle: Bust and hips are about the same size, creating an overall straight silhouette

    Your style aim is to create the illusion of curves. Broaden your shoulders with collared shirts and structured jackets, and cinch your waistline to create definition.


  • Round: Larger bust with most of one’s weight in the stomach, derriere and upper thighsShoulders, hips and thighs are narrower, and should therefore be the focus to flatter this shape. To create the illusion of a longer and slimmer upper body, draw attention upwards towards your shoulders and face. Look for styles that are elongating and have a slimming effect on the torso.


Beyond body type considerations, every professional should have the basic wardrobe items. Invest in good quality items, as they should last for at least five years.

  • Suit jacket
  • Pair of tailored dress pants (also, for women, straight or A-line skirt)
  • White, collared shirt
  • Blazer or item jacket
  • Pair of patterned pants
  • Sweater or cardigan
  • Overcoat to cover all hem lengths

Aside from these timeless pieces, it’s never a bad idea to have a few trendy items. When a person wears dated clothing, they risk sending the message that they are not likely up to date on a professional level as well. To maintain an impression of professional currency be sure to have a few items that are fashionable or in the popular colours of the season.

The critical skills in the workplace today remain a combination of academic skills, teamwork skills and personal management skills. Image awareness is only one element that affects personal management, but it can play an important role in how you present yourself. Dressing the part can help you influence others, have people treat you better, and gain trust for special assignments, but more importantly, it helps you build your self-confidence and pride. As the saying goes, “If you look good, you feel good, and if you feel good, you do good.”

Lynne Mackay delivers individual consultations, keynote presentations, workshops and conferences that enhance a company’s human resources credibility. Her programs include personal image, networking and business etiquette/professional behaviour programs.  With her 30-year background in personal appearance and image development, Lynne has worked with Fortune 500 companies across North America and has counselled top executives in many well-known corporations.  Her in-house seminars are dynamic and effective, providing valuable practical insights that can be applied by all who attend. Mackay Byrne Group Inc.: www.mbg.ca