Who Should Attend:
Anyone who wants to increase their communication skills to be more effective working with both internal peers and external customers.
Series Overview:
Strong communication is vital to be effective with your fellow employees and customers/members alike, and you deserve to be confident in your communication skills as you navigate your job duties. Any time is a great time for a communication tuneup. In this three-part webinar series, you will learn, refresh, and enhance your skills with the help of three fun-loving, dynamic, and informative instructors.
Webinar Recordings:
Webinar recordings can be made available to registrants who are unable to attend live.
Series Webinars:
Conversation to Connection: Communication Fundamentals, April 2
Unlock the power of clear and impactful communication to create deeper, meaningful connections with your peers, customers, and leadership. From foundational principles to practical application, this engaging, virtual two-hour class will serve as your gateway to mastering the fundamentals of effective communication. You will engage in group discussions, partner activities, and hands-on practice.
By the end of this course, you will:
- Learn your communication style and how to predict others’ styles.
- Gain insight into verbal and non-verbal communication cues.
- Practice the art of active listening.
- Build a toolkit for connecting with and engaging your audience.
- Elevate your overall communication prowess.
Telephone Excellence, April 16
Even if your title does not indicate customer or member service, it is likely you will interact with the public at some point. In this course, you will gain a perspective of service excellence from the customer's point of view when conducting business transactions via telephone. You will also develop skills for dealing with customers in various recurring scenarios, including service connects, disconnects, technical supports, and billing concerns. The skills learned in this program will help you reduce stress, use transaction time more efficiently, and improve customer satisfaction.
By the end of this course, you will:
- Be more mindful of the impact you have on the image of the utility.
- Gain new skills to use with each caller.
Know Your Audience, April 30
When communication connection occurs, so do results. For any professional, your ability to interact in a way that creates momentum in the work that needs to be done is linked to your ability to communicate effectively. We interact with others daily, but how effectively are we really communicating? This interactive webinar experience will introduce you to the components of effective communication from the perspective of others.
By the end of this course, you will:
- Understand the critical relationship between intent and perception.
- Identify the three components of effective communication: message clarity, verbal and nonverbal techniques, and active listening.
- Understand the invaluable role of providing context and ensuring audience alignment.
- Discover a roadmap to focus on your three most important relationships.
Series Instructors:
Debra Ballard, The Ballard Group
Sierra Odom, Learning & Development Professional
Kayla Curry, Organization Impact
Series Schedule:
All webinars will be held 10 a.m. to noon Pacific Time. Attendees will be admitted 10 minutes before the webinar begins.
How to Participate:
Instructions will be emailed to attendees 24 hours before each webinar and we recommend that you test the link to the meeting as soon as you get the instructions. The webinar is best viewed using Google Chrome as your browser. We recommend that you use a landline for both your phone and your internet connections.
This registration is for one person to attend. We manage our webinars on an honor-system basis; if more than one person from a utility wishes to attend, each is to register separately.
Series Fees:
Utility Member Rate: $280
Associate Member Rate: $420
Non-Member Rate: $560
Note: Organizations that register a group of employees will receive every fifth registration for free. For example, if you register five employees, you only pay for four; register 10 employees, you only pay for eight; and so on. There is nothing additional you need to do to receive this discount.
Cancellation Policies:
For webinars, virtual classes, and section meetings: cancellation at least five days prior to the event, full refund; within 1-4 days or no show, 100% of the registration fee.
For in-person events: cancellation at least 30 days prior to the event, full refund; within 15-29 days, $100 fee; and within 1-14 days or no show, 100% of the registration fee.
When possible, please send a substitute instead of canceling; NWPPA does not charge a fee for substitutions. To request a refund, please email registration@nwppa.org or call (360) 816-1457.
Continuing Hours:
This series qualifies for 6 continuing hours. Certificates are issued upon full completion of the course.