Event Profile

Effective Communication for Customer Service - CANCELLED

September 30 — October 14, 2020
Vancouver, WA 98662 


This event has been cancelled. For questions or to find out about future training opportunities, please contact Roy Cevallos at (360) 816-1446 or roy@nwppa.org.

Who Should Attend:

Customer  and member service representatives, and anyone that wants to communicate effectively with customers.

Webinar Overview:

With social distancing, office closures, and increased technology usage, effective communication is more important now than ever. Join us for this three-session series to refresh, grow, and expand your communication skills!

Session One: Communication Styles
Have you ever felt challenged communicating with someone? Find yourself asking, “Why don't they understand me?" Have you put off conversations because they just don't seem to go anywhere? Then this session is for you! Together we will explore various communication styles, help you identify your own, and provide practical tips for communicating with those who have styles different than your own. You’ll end the class with tips to immediately use at your utility and at home.

Session Two: The Art of a Successful Conversation
Now that you know the basics about communication styles, learn how to utilize them to have a successful conversation every time. This session will also explore listening and empathy as tools for a deeper conversation with better outcomes.

Session Three: Mastering Difficult Conversations
Good conversations are easy, and difficult ones are, well, difficult. While they may never move to easy, they can be easier and more productive. This class will cover the types of difficult conversations you may experience, and provide tactical tips to better manage each one while keeping your cool.

Webinar Instructor:

Tami Mack, Owner, North Star Leadership Consulting

Webinar Schedule:

The webinar will be held from 9:30-11 a.m. Pacific Time. Attendees will be admitted 15 minutes before the webinar begins. Recordings will be available to participants after the webinar.

How to Participate:

Instructions will be emailed to attendees 12 hours before the 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 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.

Webinar Fees:

Utility Member Rate: $270
Associate Member Rate: $405
Non-Member Rate: $810

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% 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 three continuing hours. Certificates are issued upon full completion of the course.

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For More Information:

To find out more about this course, to register, or to learn about other events, view the Training and Event Catalog.