When colleagues have an engaging dialogue, they often compete to speak. It’s human nature to want to be heard and often times, that very truth keeps us from really listening to the other person. In today’s time-strapped environment, listening more and talking less is crucial for anyone who wants to be successful.
The business costs of effective versus ineffective listening
The emotional and logical process involved in business exchanges
Four distinct listening styles and how they impact the listen- ing process
Practical applications that will improve your listening skills in day-to-day interactions
Instructor: Kayla Barrett
Distribution Of Electricity: From Transmission To End-Consumer July 15 (1 to 2:30 p.m. Central Time) Register Online Brochure
The focus is on understanding the terminology unique to the electric-power distribution utility. Participants will gain insight into how electricity travels from the end of the transmission lines through the distribution system substations and along its lines to the end-use consumer.
The flow of electricity through the distribution substation
The utility’s lines and apparatus
Transformers, voltage regulators, circuit breakers, reclosers
Metering and future trends
Instructor: Debra Ballard founded her consulting company, the Ballard Group, in 1996. She conducts training and consultation in leadership, planning, change management, customer service and communication. Her major clients are utility companies (cooperatives, municipals and investor-owned) throughout the United States, as well as the U.S. Air Force, the Boeing Corporation, small businesses, non-profit organizations and technical schools.
Previous experience includes a variety of management positions with Knight-Ridder Newspapers and assistant division manager for ARA Transportation, which involved supervising 320 AFL- CIO unionized bus drivers. Ballard also worked for an electric cooperative in Macon, Ga. as member services manager for 10 years.
Positive Attitudes = A Positive Workplace And Great Service Aug. 13 (1 to 2:30 p.m. Central Time) Register Online
In a recent national survey, companies were asked what counts more — employee aptitude (hard skills and technical competencies) or employee attitude (soft skills including motivation, commitment and communication). Nearly 60 percent of the organizations responding to the survey ranked attitude as the No. 1 concern. As attitudes deteriorate, so does commitment, loyalty and most importantly, performance.
Defining a positive service attitude
Creating your own reality
The benefits of positive attitudes in the workplace
Strategies for developing and keeping a positive attitude
Instructor: Debra Ballard
The Importance Of Body Language In Service Oct. 8 (1 to 2:30 p.m. Central Time) Register Online
People who can listen with their “eyes” as well as their ears
are better able to relate to others and to better respond to their needs. All human beings have the innate sixth sense, which enables them to form impressions of others very quickly.
Participants will learn to read signals sent to them by others through facial expressions, eye movement, hand gestures, body position and outward “symbols” such as dress and surroundings. This will in turn help service providers really “tune in” to their internal and external customers.
The role body language plays in service
Effective use of body language to convey the right image
The most common body-language elements to achieve a better service experience
Instructor: Debra Ballard
The Americans With Disability Act: A Supervisor’s Guide Oct. 14 (10 to 11:30 a.m. Central Time) Register Online
The Americans with Disabilities Act or ADA is the federal law that prohibits employment discrimination against individuals with disabilities. This webinar will be helpful to managers, supervisors, front-line leaders and others who are involved in hiring, promotion and job-assignment decisions.
The purpose of the ADA
Diagnosing a disability
Making reasonable accommodations
ADA, FMLA and other leaves of absence
Avoiding discrimination based on disability
North Dakota Association of Rural Electric Cooperatives| 1.800.234.0518 |PO Box 727, Mandan, N.D. 58554 |www.ndarec.com |