This class has been rescheduled as a virtual event On September 3, 2020. Please follow the link for more details and to register. For questions, please contact Roy Cevallos at (360) 816-1446 or firstname.lastname@example.org.
Who Should Attend:
Anyone who wants to increase his or her communication skills to be more effective working with both internal and external customers.
Emotional intelligence (EI) has been identified as the single driver of professional success in
all types of jobs. It plays a particularly crucial role in customer service,
especially in the public service sector where customer service is often viewed as social
services. We serve members of the community struggling with mental
illness, substance abuse, and other challenges, and this can take a toll on anyone!
Emotional intelligence helps us better connect with customers in order to provide higher
quality service, and it helps us manage our own feelings, especially when an interaction
starts to go sideways. In this workshop, participants will learn some background on EI, define what it is, and discuss what elements are involved. Participants will examine
emotional intelligence within the framework of customer service. They will explore how to deal
with potentially difficult people and situations, and how to manage their own emotions to best serve
and work with their community.
- Buy in to the scientific roots of the study of EI and its credibility
- Define EI and identify its most critical components
- Recognize that our emotional and physical health are related
- Apply a basic framework for incorporating EI into any situation (EI blueprint)
- Identify types of customer interactions that most require EI
- Effectively apply EI to customer interactions
- Identify strategies for self-care
- Recognize the role of optimism in emotional intelligence
- Develop a personal vision statement
Carolina Selva, Owner, CS
Registration will begin at 8 a.m., and the class will run from 8:30 a.m. to 4:30 p.m. Lunch, as well as morning and afternoon breaks, will be provided.
Course Location and Hotel Information:
Sheraton Portland Airport
8235 NE Airport Way
Portland, OR 97220
rate: $192 for a single/double
Please book your room as soon as possible, but no later than June 22, 2020, to secure this rate. Mention
that you are coming in with the NWPPA group when booking your reservation.
Utility Member Early Bird (ends 6/13/2020): $340
Utility Member Standard: $415
Associate Member Early Bird (ends 6/13/2020): $510
Associate Member Standard: $585
Non-member Early Bird (ends 6/13/2020): $1,020
Non-member Standard: $1,095
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.
This course qualifies for six continuing hours. Certificates are issued upon full completion of the course.