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NEPPA Webinar Workforce Diversity Banner

 

Webinar:

The Utility Workforce of the Future -

A New Look at Diversity

 

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NEPPA Webinar Series     |    Thursday, December 19, 2019 (11:00 am - 12:00 pm EST)

 

 

 

This confirms receipt of your registration for the Future of a Diverse Workforce Webinar.

 

A separate confirmation email will be sent by NEPPA staff.

 

In the meantime, if you have any questions don’t hesitate to call the office at (978) 540-2200.

 
 
 

 

 

 

Customer Service Leadership Program:

Delivering Exceptional Customer Service

October 22, 2019   |   NEPPA Training Center

200 New Estate Road, Littleton, MA 01460

 

 2019 CSLP Program Banner

 

 

NEPPA is pleased to partner with Pryor Learning Solutions, Inc. to revitalize the Customer Service Leadership Program: Delivering Exceptional Customer Service.  The Program will be held Tuesday, October 22, 2019 at NEPPA's Training Center (Littleton, MA).

 

Every person in an organization has the ability to make a positive impact on customer relations.  This Program will help train yourself, your staff and your organization to rise to a level of service excellence through leadership.

 

Who Should Attend

This interactive Program is designed for anyone who interacts with external and internal customers, especially:

  • Receptionists
  • Customer Service Representatives
  • Technical Support Staff
  • Sales & Marketing Staff
  • Supervisors & Managers

 

Continuing Education

Fred Pryor Seminars and CareerTrack, divisions of Pryor Learning Solutions, Inc. are approved providers of credits through NASBA, HRCI, PMI® and SHRM. This course qualifies for 6 CPE credits.

 

Course Topics & Key Learning Points

  • Making customers feel important, valued and appreciated
  • Remaining calm in the most demanding situations
  • Transforming complaints into valuable customer feedback
  • Say "no" and be firm, without antagonizing
  • Becoming a master in the art of listening
  • Understanding customers with poor communication skills
  • Succeeding with difficult-to-deal-with people
  • Gaining customer support for unpopular policies

 

Agenda

 Agenda details are subject to change.

 

Click here to download the detailed agenda.

 

Tuesday, October 22, 2019

8:00 am   Coffee & Baked Goods Available 

8:30 am   Welcome & Introductions

8:45 am   The Vital Role of All Customer-Contact Personnel

                How to Use Teamwork as a Powerful Force

                Smart Techniques for Better Communication

12:00 pm Lunch

12:30 pm Critical Art of Listening

                Strategies for Customer Goodwill and Trust

                Winning Telephone Techniques

                How to Deal with Complaints and Angry Customers

3:15 pm   Certificates of Completion

3:30 pm   Program Adjourns

 

 

Registration

Registration fees include coffee, breaks and lunch each day.

 

NEPPA Members: $495 

Non-Members: $945

 

Register now red button

 

 

Cancellations

Cancellations are accepted until Monday, October 1, 2019.  Substitutions may be made at any time.

 

Instructor

Deborah Wilson employs a dynamic and interactive training style that pairs valuable information with practical applications geared to help attendees excel in their professional and personal lives. She brings her teaching points to life through the use of analogies, metaphors, personal examples, and business scenarios.Deborah employs a dynamic and interactive training style that pairs valuable information with practical applications geared to help attendees excel in their professional and personal lives. She brings her teaching points to life through the use of analogies, metaphors, personal examples, and business scenarios.

 

To reinforce concepts, Deborah creates a “give and take” setting, encouraging audience response. For example, she might pave the way for a meaningful, issue-oriented discussion by asking attendees to identify specific occurrences and situations that pose problems for them on a daily basis. She then works with participants to explore the various ways they can revisit those scenarios and apply their new tools and knowledge to achieve the desired outcome.

 

Deborah travels extensively throughout the United States presenting training to corporations and organizations with a diverse set of occupational, cultural, educational, and situational needs.

 

Lodging

 

Lodging is not included in your registration fees and must be arranged directly with the hotel. If you need overnight accommodations, please contact any of the following hotels directly and be sure to mention you’re with NEPPA (or the appropriate code/account number) to receive the negotiated rate:

 

Courtyard by Marriott, Boston – Littleton -  $155/night + tax

102 Constitution Avenue

Littleton, MA 01460

(978) 440-5040

Click here to make your reservation online.

 

The Westford Regency Inn & Conference Center - $116/night + tax

219 Littleton Road

Westford, MA 01886

(978) 692-8200

Click here to make your reservation online using the Rate Access Code: NEPPA.

 

SpringHill Suites Devens Common Center - $129/night + tax

27 Andrews Parkway

Devens, MA 01434

(978) 772-3030

Click here to make your reservation online using the Group Code: BZL.

 

 

 

 

Questions? Don't hesitate to call the office at (978) 540-2200 or contact Sarah Elise Klingler, Director of Education & Programs at sklingler@neppa.org.

NEPPA Webinar Workforce Diversity Banner

 

Webinar:

The Utility Workforce of the Future -

A New Look at Diversity

 

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NEPPA Webinar Series     |    Thursday, December 19, 2019 (11:00 am - 12:00 pm EST)

 

 

Participants will be awarded one (1.0) Professional Development Hour (PDH) upon completion of this webinar.

 

NEPPA Webinar Series

NEPPA and Collaborative Learning, Inc. have partnered to offer the third in a series of four 1-hour webinars to help NEPPA members better understand regulatory requirements, leadership skills, a changing workforce, and emerging technologies in the utility industry.   

 

The NEPPA Webinar Series is being offered as part of NEPPA's Public Utility Management Program (PUMP).  Participation in at least two of four webinars is expected as part of completing PUMP.

 

Who Should Attend

The learning outcomes of this webinar are relevant to:

  • Commissioners
  • Executive Managers
  • Middle Managers
  • First Line Supervisors
  • Engineers
  • Superintendents
  • General Managers
  • General Foremen
  • Lineworkers

 

The 1-Hour New Look at Diversity Webinar will be held Thursday, December 19th beginning at 11:00 am and covers the following:

 

  • Current conditions and need for diversity. Workforce retirement and other changes (technology, etc.) creating a need for workforce expansion and modificationCurrent conditions and need for diversity. Workforce retirement and other changes (technology, etc.) creating a need for workforce expansion and modification
  • Inevitability of diversity—changing demographics in US and regionally, percentage of women in the workforce, minorities in the workplace, expectation of millennial employees now a significant presence in the workforce
  • Benefits of diversity (business case)—numerous studies document benefits, including bottom line increases and success, greater innovation, stronger customer connections, better decision making, improved problem solving, better thinking
  • Challenges—lack of comfort with diversity by dominant culture, need to build trust, paying lip service to diversity, need to make cultural changes to gain the benefits of diversity
  • What to do to take advantage of opportunities for and necessity of diversity – review the organization’s cultural ability to integrate diverse employees, broaden sources of recruiting, develop more avenues for effective listening and communication across the broad workforce

 

 

 

Webinar Highlights

Utilities are experiencing a wave of retirements and are in the process of building a workforce that will carry their organizations into the future—hopefully successfully.

 

As utility leaders think about how to attract and work with a new generation of employees, they will probably discover the opportunity and necessity of creating a workforce that has more variation and diversity than previously.

 

This webinar will discuss the potential movement of utilities to creating a more diverse workforce that can garner the benefits and address the challenges inherent in diversity.

 

We will look at all types of diversity from diversity in thinking and personality to racial, gender and ethnic diversity. We will avoid “politically correct” proscriptive thinking to engage in a discussion of meaningful small-scale change that can have a positive impact on the workforce and the utility.

 

 

Registration

Members: $80

Non-Members: $125

 

Register now button

 

 

Cancellations

Cancellations are accepted until Thursday, December 5, 2019. Substitutions may be made at any time.

 

 

Webinar Facilitators

R. John Miner, P.E., President, Collaborative Learning, Inc. 

Before forming his own company in 1995, John worked as a management consultant providing services to clients in the electric, water, wastewater and communications utility industries. He lives and works out of Austin, Texas and Cedar, Michigan.


John consults with utilities throughout the United States in a wide range of areas related to business strategy, governance, performance management, organizational development, and technical operations. He is nationally known and respected for his subject area knowledge of utility enterprises and his skills as a consultant and facilitator. John is often called on to organize and lead governing board and executive management retreats as well as guide management and employee work teams and interventions aimed at resolving specific performance problems.

 

John works with governing boards on policy and strategy development, executive recruitment and executive evaluation. He has also conducted numerous organizational and management reviews to evaluate the effectiveness of and recommend changes to existing organizational structures, work processes and practices, and support facilities and equipment. John has delivered management and technical education programs for organizations throughout the U.S. and in six overseas locations.

  

Elizabeth L. (Betsy) Aylin, Ph.D.  Dr. Betsy Aylin is an experienced executive and organization consultant with deep expertise in organizational effectiveness and leadership development.  She has worked in and with a broad array of industries, including public power utilities across the U.S.

 

Betsy has over 30 years domestic and international experience working with organizations on strategic and business planning, organizational change, leadership and management development, and building human resource capabilities. She specializes in helping leaders set direction, build strong work teams, and drive results. Betsy provides coaching, consultation, and education on such organizational issues as structure, culture change, succession planning, workforce planning, leadership and management development, and performance improvement.

 

She has designed and facilitated corporate strategic and business planning processes and a range of leadership and management development programs for domestic and international audiences.

 

 

Questions?  Please contact Sarah Elise Braese, Director of Education & Programs at sbraese@neppa.org or call (978) 540-2205.