Who Should Attend:
Customer/member service representatives and other customer-facing employees.
Related Event:
Elevate Your Impact With Upward Communication Skills, July 15, 2026
Overview:
This one-day course will boost your emotional intelligence (EQ) and teach you how to leverage your EQ to de-escalate challenging or emotionally charged customer interactions with confidence and empathy.
The first part of the day will focus on the power of emotional intelligence: Recognizing, understanding, and managing your emotions can strengthen relationships, reduce stress, and improve teamwork. You will learn practical strategies for becoming more self-aware, handling difficult situations with empathy, and creating positive interactions that contribute to a supportive workplace culture. You will receive an electronic EQ assessment as part of this segment and will participate in small group discussions to navigate real-world scenarios.
In the afternoon, you will gain practical de-escalation tools, exploring techniques you can use to defuse tense situations, refocus conversations, and build trust. By harnessing your EQ, you will learn how to recognize triggers, manage your own reactions, and use calming communication methods. Real-world scenarios will help you prepare for possible interactions at work, ensuring you are equipped to turn difficult encounters into opportunities for positive customer experiences. You will also assess your personal strengths and struggles with customer interactions during this segment.
Schedule:
Registration will begin at 8 a.m. Pacific Time and the course will run 8:30 a.m. to 4:30 p.m. Lunch and refreshments will be provided.
Instructor:
Kayla Curry, Organization Impact
Location:
Northwest Public Power Association
9817 NE 54th St., Suite 200
Vancouver, WA 98662
(360) 254-0109
Suggested Hotels:
Heathman Lodge
7801 NE Greenwood Drive
Vancouver, WA 98662
(360) 254-3100
Click here or call and ask for the NWPPA rate for special $99 rooms.
Residence Inn Portland Vancouver
411 SE 123rd Ave.
Vancouver, WA 98662
(360) 892-4404
Ask for the NWPPA group discount.
Fees:
Utility Member Early Bird (ends 5/31/2026): $590
Utility Member Standard: $690
Associate Member Early Bird (ends 5/31/2026): $885
Associate Member Standard: $985
Non-Member Early Bird (ends 5/31/2026): $1,180
Non-Member Standard: $1,280
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 Policy:
For in-person events: cancellations at least 30 days prior to the event will receive a full refund; within 15-29 days there will be a $100 fee; and within 1-14 days or no show, the charge will be 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 contact registration@nwppa.org or (360) 254-0109.
Continuing Hours:
This course qualifies for 6 continuing hours. Certificates are issued upon full completion of the course.