Event Profile

Leveraging Self-Awareness to Navigate Challenging Customer Interactions

Date(s):
June 25 — 26, 2025
Venue:
Idaho Falls Power
Description:

Who Should Attend:

Employees in customer-facing roles.

Overview:

In this two-day course, you will discover how to handle tough situations with confidence using the SELF Method—self-awareness, empathy, listening, and flexibility. A major focus is how to effectively manage intensely emotional customer interactions. You will leave with practical tools to manage emotions, improve communication, and create positive outcomes—even in high-pressure situations.

Objectives:

  • Strengthen relationships with co-workers, customers, supervisors, friends, family, and acquaintances through better communication.
  • Take responsibility for improving teamwork and collaboration to deliver exceptional service.
  • Build trust and support within your organization to enhance behind-the-scenes operations that directly impact customer satisfaction.
  • De-escalate difficult situations by applying proven strategies to resolve conflicts effectively.
  • Address issues customers may become angry about, such as high bills, easements, collections, disconnections, right-of-way issues, timeliness of services, human errors, poor service, and more.
  • Identify various behavior patterns and dynamics.

Instructor:

Debra Ballard, Owner, The Ballard Group

Schedule:

Registration will begin at 8:30 a.m. Mountain Time on day one, and the class will run from 8:30 a.m. to 4:30 p.m. both days. Lunch and breaks will be provided.

Location:

Idaho Falls Power
140 S. Capital Ave.
Idaho Falls, Idaho 83402  

Suggested Hotels:

Residence Inn Idaho Falls
635 W. Broadway St.
Idaho Falls, ID 83402
(208) 542-0000
 
SpringHill Suites Idaho Falls
665 River Walk Drive
Idaho Falls, ID 83402
(208) 552-7000 

Fees:

Utility Member Early Bird (ends 5/24/2025): $860
Utility Member Standard: $935

Associate Member Early Bird (ends 5/24/2025): $1,290
Associate Member Standard: $1,365

Non-Member Early Bird (ends 5/24/2025): $1,720
Non-Member Standard: $1,795

Canadian utility members, please contact registration@nwppa.org for pricing and to register.
 
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 webinars, virtual classes, and section meetings: cancellations at least five days prior to the event will receive a full refund; within 1-4 days or no show, the charge will be 100% of the registration fee.

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 us at registration@nwppa.org or (360) 254-0109.

Continuing Hours:

This course qualifies for 12 continuing hours. Certificates are issued upon full completion of the course.

For More Information:

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