Print the registration form and fax it to 701.663-3745
If Work is like a Merry-Go-Round,
It May Be Time to Change Rides February 18 (10 to 11:30 a.m. Central Time) Brochure Register Online
When life gets hectic, it’s easy to get distracted and overwhelmed — and when it’s not, it’s easy to get into a rut. This webinar provides some fresh, fun ideas on how to maintain a healthy balance
between your job and everything else that matters in your life.
Effects of an unmanaged stressful life, physical and mental
Self-evaluation to determine vulnerability to stress
A strategy for dealing with stress and stressors
Balance in an unbalanced world
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 utilities) throughout the United States, as well as the U.S. Air Force,
the Boeing Corporation, small businesses, nonprofit organizations and technical schools.
Understanding Utility Collections and Credit Issues March 4 (1 to 2:30 p.m. Central Time) Register Online
Utility collection processes and credit issues will
be examined, both from a legal aspect and from a human aspect. Challenges will be discussed along with best practices. Also highlighted will be employee skills to position the utility in a positive manner during negative customer interactions. Participants will be encouraged to review current procedures and past performance to prevent or reduce potentially negative factors that may occur during the credit and collection processes.
The important role every utility employee plays in reducing the number and amount of
bad debt for the utility
The role that credit plays in the utility accounting and customer service areas
Collecting outstanding debts
The need for refined policies and procedures for credit and collections
The Top 10
Email Do’s and Don’ts May 20 (10 to 11:30 a.m. Central Time) Register Online
Today’s administrative professionals live in a cyber world. The vast majority of communication is now done electronically. With more than 2 billion emails being sent and received in the U.S. each day, it’s easy for administrative professionals and co-workers to get buried in an avalanche
of messages, respond in haste, or overlook the personal aspect of electronic communication.
This webinar will provide practical methods for maximizing email effectiveness and overall
productivity. The cost of one lost or misinterpreted email may be too high. Discover proactive ways to
tame the fastest-growing, reactive time-waster in today’s workplace.
Determine when and why to choose email correspondence
Strike the right tone when communicating electronically
Learn basic strategies for successful outcomes
Understand the legalities and protocol of electronic communication
Engaging best practices to save time and work efficiently
Instructor:Cindy Beresh-Bryant, SPHR, MH has more than 20 years as an human resource (HR) professional. She earned her bachelor’s degree in Industrial/Organizational Psychology,
a master’s degree in Human Resources from Clemson University in Clemson, S.C. and is a certifi ed Senior Professional in Human Resources (SPHR).
During her career, she’s held progressive leadership roles in both corporate and fi eld environments, including multiple-country and multiple-location business units with responsibility
for union and non-union work groups. Beresh-Bryant has led and managed a wide variety of HR
functions, including acquisition and mergers, talent acquisitions, talent management, organizational
development and training, compensation and benefi ts administration, HR policy and practices,
employee relations, and environmental health and safety.
Emotional Intelligence: The Super Skill That Helps You Work Well with Everyone June 10 (10 to 11:30 a.m. Central Time) Register Online
Sometimes the hardest thing about your job isn’t your task list — it’s the people! The pressure of work, deadlines and interpersonal conflict can cause employees, supervisors and managers to react negatively toward each other. Fortunately, there’s a way to make that stress and frustration go away: emotional intelligence (EI). Learn how EI can help you build relationships, gain respect, project confi dence, enhance your credibility and most importantly, get the results you need as you interact with others. This business communication skill will equip you to communicate effectively with anyone — regardless of job title or personality
The difference between IQ and EQ and its impact on your cooperative’s business results
Four domains of emotional intelligence and the behaviors critical to each domain
An action strategy to engage teams and achieve positive outcomes
Instructor:Kayla Barrett has been involved with training and development since 1991. She received a Bachelor of Science degree in Organizational Communication and Master of Science degree in Organizational Communication with an emphasis in training and development from Murray State University in Murray, Ky. Her approach to human resources management is one that encourages a collaborative partnership among an organization’s leaders. It involves the critical steps of developing a common vision, aligning
talent with tasks, and creating a clear definition of success.
Understanding the New Consumer and Business Environment July 15 (1 to 2:30 p.m. Central Time) Register Online
Electric utilities have, for the most part, focused on the mission of providing safe, reliable energy at the lowest possible rates. Although that mission remains critically important, the utility customers they are serving and the way in which that service is delivered have certainly changed and are
continuing to change — along with their demands. Technological advances, regulatory changes, economic factors, and increasing demand for energy all combine to create new pressures and challenges that must be addressed.
Diverse demographics of customers (age, generations, ethnicity, race and culture)
Technological drivers and the smart grid
Changing Consumers; Changing Competencies August 5 (1 to 2:30 p.m. Central Time) Register Online
Changes in the electric utility and customer expectations call for utility professionals to develop new competencies in all dimensions of service: human, business and hidden dimensions. More
than ever, providing seamless service across the organization from an intradepartmental and interdepartmental standpoint is critically important.
Developing a more flexible, open approach to service
Understanding customer expectations and removing obstacles or barriers to satisfaction
Techniques for developing partnerships across departmental lines
What New Employees Need to Know about Cooperatives August 19 (1 to 2:30 p.m. Central Time) Register Online
This webinar is part of a series designed to acquaint new employees with the electric utility
industry, and working for an electric cooperative. One of the many benefi ts of providing utility services the “cooperative way” is that the electric cooperative is locally owned, locally operated, and locally controlled.
The cooperative difference
The Seven Cooperative Principles — what they mean and how to apply them
What the New Utility Customers Want from Us — Engaging and Building Loyalty in Utility Customers August 26 (1 to 2:30 p.m. Central Time) Register Online
Engaging the new energy consumer is becoming more imperative for utilities. For many electric
utilities, however, this is also a challenge. Today’s customer has never experienced life without electricity and other services provided by utilities. Combine a “take for granted” attitude, general lack of knowledge of how utilities operate, and hectic lifestyles — it’s easy to understand why customers may be disengaged.
Going beyond the customer’s basic needs
Tips and techniques to personalize service and make it more relevant
Engaging Generation C: The Connected Customer (not an age group but a lifestyle)
North Dakota Association of Rural Electric Cooperatives| 1.800.234.0518 |PO Box 727, Mandan, N.D. 58554 |www.ndarec.com |