Who Should Attend:
Customer/member service supervisors and managers, and employees interested in customer service leadership or team communication.
Related Events:
Overview:
You know that uncomfortable moment when you have some information, feedback, or news to share with someone at work that might be difficult to share or hard to hear? Do you hesitate to say it or sugar coat it? If you do, you may be causing more harm than good. Creating misleading impressions, giving others a false sense of security, or withholding key information is hurtful, disrespectful, and can carry a legal risk in some cases. Becoming defensive when someone tries to talk with you can be equally destructive. Further complicating these conversations are variations in personal communication styles that can lead to misunderstandings, hurt feelings, and perceptions of unfair treatment.
To motivate your team and achieve maximum results, it is critical you communicate in a way that shows you value, appreciate, and respect them. If your success depends on your ability to communicate and work well together, this program is for you.
This is a pre-conference workshop ahead of the 3 C's Conference. However, you do not need to be registered for the conference to attend.
Objectives:
By the end of this workshop, you will be able to:
- Apply effective communication strategies to deliver difficult feedback clearly and respectfully in workplace scenarios.
- Recognize how different communication styles can contribute to misunderstandings, defensiveness, or perceptions of unfairness.
- Evaluate and adjust personal communication approaches to ensure messages are perceived as respectful, clear, and meaningful by diverse team members.
Instructor:
Jennifer Bouman-Steagall, Red Kite Rising
Schedule:
Registration will begin at 1 p.m. Alaska Time, and the class will run from 1:30 to 4:30 p.m. Refreshments will be provided.
Location and Hotel Information:
Hilton Anchorage
500 W. Third Ave.
Anchorage, AK 99501
(907) 265-7155
Room rate: $199 for a single or double room.
Please book your hotel using the link above no later than Sept. 12, 2026, to receive the NWPPA group discount. Please note that you can edit the default room dates to include the weekend before and/or after the event if you would like to extend your stay.
Alaska Airlines Discount Information:
NWPPA has partnered with Alaska Airlines to offer a 7% discount on flights to and from this event. The discount code will be provided in your registration confirmation email. If you need to request the code, please reach out to registration@nwppa.org.
Fees:
Utility Member Early Bird (ends 8/28/2026): $250
Utility Member Standard: $350
Associate Member Early Bird (ends 8/28/2026): $375
Associate Member Standard: $475
Non-Member Early Bird (8/28/2026): $500
Non-Member Standard: $600
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 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 3 continuing hours. Certificates are issued upon full completion of the course.