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20240606 - Driving Change in Customer Service in your practice

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Presenter/s: Brooke Finlay RCIC and Joshua Slayen JD

Date: 06 June 2024

Time: 10 am - 1 pm Pacific

Location: webinar

Type: webinar and recording

Price: $75.00

CPD approval:

  • CICC 3 hours - 3 CPD hours approved. Includes 30 minutes of professionalism. Video recording will expire on 06 June 2025.
  • LSBC 3 hours - Approved. Video recording will expire 31 December 2024. Attendance to this course will provide you with .25 hours/15 minutes of ethics and professional responsibility component for your BC Law Society reporting.
  • Law Societies of Alberta, Manitoba, Newfoundland and Labrador, and the Barrister's Society of Nova Scotia
    • For members of these Law Societies, consider including this course as a CPD learning activity in your mandatory annual requirements.


The journey

  • EmployeeàPartneràOwner/entrepreneur




Practice tips

  1. Operations
  2. Marketing
  3. Finance
  4. HR
  5. Work on your business (not just in it)

Case studies/examples

CICC Essential Competency mapping  



 6.1 Demonstrates and maintains competence in practice

    6.1.10 Engages in Quality Management and continuing professional development activities and experiences as required by the regulatory organization.

6.2 Demonstrates accountability and integrity in professional behaviors and in practice.

Business Management and Leadership

4.7 Reviews business practices and performance to ensure efficient and quality service.


Brooke Finlay RCIC

"I am an innovator, change maker and purpose- driven entrepreneur. I'm also a Canadian immigration expert, empowering individuals and organizations to seize opportunities that will enable them to pursue their fullest potential.

Over the past decade, I have been dedicated to changing lives and building Canada's social, cultural and economic fabric by navigating immigration legal systems. My experience operating a disruptive consulting firm and completing a Master's in Management, Innovation and Entrepreneurship has fueled my desire and ability to meaningfully contribute to building solutions addressing some of the world's most pressing problems.

I am committed to nurturing my entrepreneurial and innovative spirit through purposeful work to create positive impact in the world.

Outside of work, you'll find me in nature on my mountain bike or skis, traveling or herding cats (aka wrangling twin toddlers)."

Joshua Slayen JD

Joshua is a Vancouver-based immigration lawyer who provides immigration services to individual and corporate clients world-wide.

Joshua regularly assists clients with immigration processing, admissibility issues, procedural fairness matters and refusals. He frequently appears at provincial and federal tribunals and levels of Court, and is well-known for his work in accompanying clients to ports-of-entry across Canada to resolve admissibility issues and facilitate the processing of complex work permit applications. Joshua also works with individuals and families, with an emphasis on employment, investment, citizenship, humanitarian / compassionate and family sponsorship-based applications.

Joshua has a diverse background in immigration law, which has included litigating complex immigration matters, and the processing of various temporary residence, permanent residence and citizenship applications to Immigration Refugee and Citizenship Canada, the Canada Border Services Agency and international Canadian visa offices. Prior to starting his own law firm, Joshua practiced immigration law with other leading immigration firms in Canada. He was first called to the Bar in North Dakota (2009), and later called to the Bar in Ontario, Manitoba and British Columbia. 

Joshua is committed to helping clients turn visions into working realities through creative and innovative immigration strategies and a client-focused approach. Joshua has been blogging for The Huffington Post since 2012. He regularly lectures on immigration matters and has appeared on various media outlets.

In addition to Joshua’s Vancouver law practice, he has offices in Surrey, Abbotsford and Prince George, British Columbia.  


Bachelor of Arts, University of Winnipeg


While speakers and topics are confirmed at the time of publication, sometimes things happen which are beyond the control of Imm Seminars. If that happens substitutions or cancellations to speaker/s and/or topic/s may be necessary. In those cases, Imm Seminars will advise all registrants by email as soon as possible. We will also update the Imm Seminars website. We appreciate your cooperation in these cases.