Event Profile

Foreman Leadership Skills #3 - Reducing Conflicts; Communication and Customer Service

Date(s):
March 6 — 7, 2017
Venue:
Matanuska Electric Association, Inc.
Description:

Note:

The pre-registration is currently closed. If you would like to attend this event, please call NWPPA at 360-254-0109, and our staff will be happy to help you.

Who Should Attend:

Foremen and crew leaders.

Course Overview:

The Foreman Leadership Skills Certificate Program is comprised of four two-day courses (Foreman Leadership Skills 1-4). This is the third two-day course in the series. Classes in this series may be taken in any order.

Day 1 - Reducing Conflicts and Attitude Problems

This class is designed to provide 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 you can do about resolving them. The course 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.

Learning objectives include:

  • The two basic causes of conflict and how to identify them
  • How to stay engaged on a productive, solution-focused conversation in spite of distractions
  • Using the right words to aid in handling difficult situations
  • How to utilize an effective six-step road map to help create the appropriate environment for resolving disputes

Day 2 - Communication and Customer Service 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 one-day class 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.

The skills learned will serve to enhance the performance of all employees who interact with fellow employees and customers, resulting in reduced stress, more efficient utilization of transaction time, and improved customer satisfaction. The course will cover areas such as knowing what customers expect, assessing the personality types of customers, how to control problem situations, creating a positive image for customers, and effective phone and email communications.

Learning objectives include:

  • The ABC's Blueprint of effective communication
  • The four universal customer expectations
  • Creating positive customer experiences by using the appropriate communication style
  • Handling all customer transactions professionally and efficiently
  • The five basic strategies for handling stressful customer situations 

Course Instructor:

Jim York, Continuum Education + Training

Course Schedule:

The class will run from 8:45 a.m. to 4 p.m. on both days. Lunch, along with morning and afternoon breaks, will be provided both days.

Course Location

Matanuska Electric Association
163 E Industrial Way
Palmer, AK 99645

Suggested Hotels:

Grandview Inn and Suites
2900 E Parks Hwy
Wasilla, AK 99654
(907) 352-1700

The Valley Hotel
606 S Alaska Street
Palmer, AK 99645
(907) 745-3330

Course Fees:

Utility Member Standard: $500

Associate Member Standard: $750

Non-member Standard: $1,500

For More Information:

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