Event Profile

Emotional Intelligence for Customer Service Success - CANCELLED

July 14, 2020
Sheraton Portland Airport
8235 NE Airport Way
Portland, OR 97220 


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 roy@nwppa.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.

Course Overview:

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.

Course Objectives:

  • 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

Course Instructor:

Carolina Selva, Owner, CS

Course Schedule:

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
(503) 281-2500

 Room 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.

Course Fees:

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

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

Find it on Map

Sheraton Portland Airport

For More Information:

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