Who should attend

This program is designed for all franchisor staff who interact with franchisees in a Support Office context. This includes staff responding to franchisee requests as well as Divisional Heads, and executives responsible for HR, franchise relationships, engagement and organisational culture. (Note: While field consultants and area managers are welcome, we have other programs more targeted to this role.)

Why attend

While senior executives and field managers are often exposed to training on how to manage the franchise relationship, most Support Office staff are left to work things out for themselves. Not surprisingly, they can sometimes find themselves baffled at how to deal with demanding and stressed franchisees. The Culture of Franchising Workshop will equip them with an understanding of what franchisees need, and how to deliver this in an effective, empathetic manner. Even your most seasoned franchisor staff will come away with new insights and skills to enhance franchisee satisfaction. Now is the perfect time to invest in this type of training because franchisees require quality support more than ever.

How it is conducted

The Culture of Franchising workshop is conveniently conducted over two separate two-hour sessions using the Zoom platform. Participants are expected to engage fully with their camera and microphone on. There is also a personal reflection exercise to be completed between sessions. Sessions includes presentation of concepts, and breakout discussion groups. Participants are encouraged to maintain an action learning plan that captures key insights and commitments. Places are limited to maintain an interactive, high quality learning environment.

Learning outcomes and resources

Participants in the Culture of Franchising Workshop learn the following:

  • What motivates franchisees and what they want from a franchisor support team
  • The various stages of the franchisee lifecycle and what they need at each stage
  • The three legs of a healthy franchise relationship
  • The psychology of franchisee engagement and how to prevent defensiveness
  • Tips for diffusing difficult situations and conversations
  • How to get franchisee buy-in to change and important policies
  • Common mistakes that frustrate franchisees and how to avoid them
  • How to provide appropriate emotional support to distressed franchisees
  • How to improve collaboration with other departments to improve job satisfaction and

As part of the program participants also receive:

  • A copy of Profitable Partnerships
  • A Learning Journal for recording notes, which also contains models, reference materials and additional resources

The Franchise Council of Australia has accredited the Culture of Franchising workshop as part of their Certified Franchise Executive Program [CFE] with 80 education credits for CFE registrants who attend.

Who leads the program

The workshop is led by Greg Nathan, Founder of FRI, and an experienced facilitator with deep, real world knowledge of how to effectively support franchisees.

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Participant Feedback on the Event

"“Loved it. Fabulous presenters. And the evaluation tools have helped me to assess where I can improve. I am leaving feeling 10/10!” "
Kerri Metter, Ella Bache
"“This program highlights all the right areas to look at. And it was great chatting shop with the other participants.” "
Andrew Gow, Anytime Fitness
"“Very educational content, delivered to the point and with great energy. Extremely useful.” "
Melina Pizza, La Porchetta
"“A really well thought out program, delivered in a fun, refreshing way. Got lots of great information and learning.” "
Kirsty Meli, KX Pilates
"“Great session — well organised and presented. Spot on with regard to creating a healthy culture.” "
Steve Hanson, Think Done Consulting

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