Note:

This event has been cancelled. For questions or to find out about future training opportunities, please contact Mike Hyatt-Evenson at (360) 816-1445 or mike@nwppa.org.

Who Should Attend:

Foremen and crew leaders.

Related Courses:

Foreman Leadership Certificate Program Part 1, January 7-9, 2020

Foreman Leadership Certificate Program Part 1, November 3-5, 2020

Course Overview:

Being in charge is just not enough. As crew leaders, foremen must build the skills to interact well with other teammates across all functions, work with the public, and represent the service that the utility provides its customers. Being able to resolve conflicts, manage performance and attitude issues, and then build up the team are skills that are no longer nice to have -- they are now essential in this ever-changing environment.

Day one focuses on building effective communication and customer service skills for line crews. To a large extent, the success of a business is based on the people skills of its employees. The purpose of this day is to improve the company's business relationships through the skills of interpersonal communication with internal and external customers. Participants will gain a perspective of service excellence from the customer's point of view when conducting business transactions both in person and via the telephone. Using class discussion and interactive exercises, participants will develop skills for dealing with internal and external customers in a variety of recurring scenarios, including technical support, answering questions, and giving information.

Day two provides participants with an understanding of the dynamics of workplace conflicts and strategies of how to better manage those conflicts and improve relationships. Participants will gain insight in to why unresolved conflicts tend to fester and lead to potentially serious consequences, and what they can do about resolving them. We will also focus on dealing with employees that have a negative attitude and solutions for dealing with this problem. The session will provide participants -- through group discussions and small group activities -- with a variety of alternatives, techniques, and action plans for effectively counseling employees and for handling difficult employees and situations.

Day three is all about building an effective work group. Almost everything we do in our work is done within the context of a team effort. The difficult part facing the team leader is inspiring individuals to work together toward a common end or goal. This day is designed to assist participants in learning the skills of being an effective team builder, the effectiveness of teamwork, and the importance of being an effective team leader.

Course Instructor:

Bruce Damrow, Continuum Education + Training

Course Schedule:

Registration will begin at 8 a.m. on the first day, and the class will run from 8:30 a.m. to 4:30 p.m. on all three days. Lunch, as well as morning and afternoon breaks, will be provided.

Course Location and Hotel Information:

Captain Cook Hotel
939 W. 5th Avenue
Anchorage AK, 99501
(800) 843-1950

Room rate: $150 for a single/double

Please book your room as soon as possible, but no later than November 9, 2020, to secure this rate. Mention that you are coming in with the NWPPA group when booking your reservation.

Course Fees:

Cancellation Policy:

Cancellations are accepted, with full refund, if request is made at least 30 days prior to the course. Within 30 days, fees are as follows: 15-29 days, $100; 1-14 days or "no show," 100 percent of registration fee. When possible, please send a substitute instead of canceling. NWPPA does not charge a fee for substitutions.

Continuing Hours:

This course qualifies for 18 continuing hours. Certificates are issued upon full completion of the course.