Instructors

Instructor-Led Training
for Job-Related Digital Workflow Skills

Programs are taught by practitioners who train Canadian business teams on workplace communication routines, content drafting practices, customer record-keeping, local business information maintenance, and operational coordination across current workplace roles. Digital tools, including AI-assisted support, are introduced as productivity aids alongside human review.

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Our instructors

Practitioner-led training

Cohorts are led by practitioner-instructors with active client work in their fields. We profile our current roster below — additional instructors are being onboarded. If you have hands-on practitioner experience and want to teach with us, see the Join Us section further down.

Instructor profile

Yang (Nic) Ma — Lead Instructor

Teaching focus. Nic is a practitioner with hands-on experience training teams on workplace communication routines, content drafting practices, customer record-keeping, local business information maintenance, and role-based workplace implementation. Digital tools, including AI-assisted support, are introduced as productivity aids alongside human review. Cohorts are designed around job-related skills participants use in their current roles.

Professional practice. Since founding Playheads Creative Ltd. in 2012, Nic has worked with more than 300 local small and mid-sized businesses across hospitality, fitness, marketing agency, and professional services — supporting workplace workflow documentation, customer record-keeping routines, content drafting standards, and customer communication practices for in-house teams.

Background credentials. Independent Canada Digital Adoption Program (CDAP) Digital Advisor (Innovation, Science and Economic Development Canada / ISED), June 2022 – March 2025. CDAP focus areas registered with ISED included Operations (process automation), Marketing/Sales/Inventory management, Customer service, Analytics, and Communications.

Teaching approach. Every worksheet, SOP, and template participants take home is derived from workflow systems Nic has documented across in-house teams — not from theory or generic AI courses. The goal is participant skill development and work outputs, not business growth claims.

Detailed bio (PDF), portfolio, and references available to qualified employers on request.

300+ local SMBs served through Playheads (since 2012)Workplace content draftingCustomer communication routinesCustomer record-keepingLocal business information maintenanceRole-based workplace implementationBackground: CDAP Digital Advisor (ISED, 2022–2025)

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Expertise areas

Where our training has real-world experience behind it

Each expertise area below is something the instructor uses in active client work — not a topic read about for a course.

Workplace content drafting

Workplace content drafting practices with human review for accuracy, brand consistency, and quality control. Digital tools, including AI-assisted support, are introduced as drafting aids.

Content workflows for local business teams

Content drafting, content calendars, draft review workflows, and creative briefs built around small in-house teams.

Customer communication routines

Inquiry, booking, no-show, reminder, and review-request workflows that keep customer touchpoints consistent.

Customer record-keeping and follow-up routines

Customer record fields, repeat-visit follow-up routines, renewal documentation, and team handoff notes for sales/membership and front desk roles.

Local business information maintenance

Google Business Profile maintenance, review response routines, and monthly local information checklists.

Training delivery for employers

Building structured, employer-facing cohorts with practical deliverables and clear completion documentation.

Training philosophy

Training should leave a team with concrete work outputs — templates, SOPs, checklists, and a 30-day implementation plan — not just notes from a presentation. Every lesson is built around a real workplace task employees actually do.

Courses led

Programs currently delivered

The flagship program is live; additional cohorts are scoped on request.

Flagship course

Customer Service & Digital Operations Training for Fitness Teams

A 12-hour live online instructor-led cohort for fitness studios, local service businesses, and multi-location operators. 2 hours × 6 days, with 12 role-based deliverables.

12 hours6 daysLive online

Custom cohorts

Employer-sponsored private cohorts

Closed cohorts scoped to a single company's roles and workflows. Topics drawn from the five program categories.

PrivateCustomLive

Join us · Apply to teach

Practitioners welcome. Theorists are not.

We are building a small roster of practitioner-instructors who deliver structured workplace skills training to Canadian small and mid-sized business teams. If you have hands-on experience in your field — workplace content drafting, customer communication routines, customer record-keeping, operations, local business information maintenance — and want to teach occasionally, we'd like to hear from you.

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Next step

Ready to plan training for your team?

Tell us about your business, team roles, and workflows you want to improve. We will help identify a practical training path.