Maximizing Skills and Developing Expertise (Personal & Staff Development)

Personal Development Track

Maximizing Skills and Developing Expertise (Personal & Staff Development):
This track will focus on the skills you need for personal and professional development, and continued success at any level. Sessions include concepts and tools customer service personnel can use to address challenging situations, how to support and preserve front-line employees from situations that encourage burnout and turnover and guidance and best practices for leaders to foster well-being and employee satisfaction.

Below are sessions by date and time for the Maximizing Skills and Developing Expertise Track:

Sunday, June 3
12:30 pm - 1:30 pm    

Fueling the Feedback Loop: How to Communicate Effectively as a Manager
Nicole Wylie, SpotHero/HeroTech

How do you learn from your team while they’re learning from you? How do you proactively train your next replacement? In this interactive presentation, Nicole Wylie will share proven tips for fostering growth, finding the right hands-on/hands-off balance, and fielding the challenges that come with being a manager in a rapidly evolving industry.

•        Learn to foster growth among less experienced colleagues.
•        Face challenges in communication styles with your reports.
•        Master tactics for giving and receiving feedback so your whole team can improve.

1:45 pm - 2:45 pm    

Tactical Communication: Dealing Effectively with Anger, Disrespect, and Off-Topic Dialog
Cindy Campbell, International Parking Institute

For customer service personnel, some of the most stress-provoking situations encountered at work can be tdaily interactions with angry, disrespectful customers. Our word choice, body language, and facial expression can determine our success or failure when interacting with these difficult individuals. This session offers concepts and tools to assist customer service personnel in calmly and effectively addressing aggressive behaviors and challenging situations encountered throughout the work day.

1.    Reduce customer complaints through effective communication strategies.
2.    Use paraphrasing techniques to clarify a customer’s message.
3.    Identify inconsistencies in your communication style with customers and coworkers.

Monday, June 4
9:15 am - 10:15 am  

 Feeling Good: Emotional Customer Service and Your People (and Business)
Teresa Trussell, CAPP, Ohio University

Emotional customer service is unique and skilled work that involves handling emotions and social relationships. Parking employees routinely face challenging customer service situations, and this can greatly affect an employee’s ability to provide excellent customer service and disconnect after work. Employee well-being is important to your staff's health and the operation itself. This session evaluates how emotional work affects employees and offers solutions to ensure employee well-being.

1.    Analyze and evaluate emotional customer service work and how it is related to a parking operation.
2.    Recognize the effects emotional customer service work has on employees and identify solutions to mitigate those effects.
3.    Identify ways employees and managers can ensure the well-being of frontline staff to ensure employee retention and provide excellent customer service.

4:15 pm - 5:15 pm  

The Road Less Traveled: Guiding the Parking, Transportation, and Mobility Professional
Jason Jones, University at Albany

Parking and transportation might not have been our first career choice but it's a dynamic and exciting industry. Most of us didn't study parking in school and it's critical to understand its unique challenges, rewards, and future opportunities. This interactive presentation will focus on role-playing, case studies, problem-solving, and open discussion while highlighting what professionals encounter on a daily basis.

1.    Develop an enhanced interest in your own operation.
2.    Identify future elements/changes in parking, transportation, and mobility.
3.    Chart a timeline of events/advances that affected your and/or your organization.

Tuesday, June 5
8:00 am - 9:00 am

Embracing Diversity For Tangible Results
moderated by Colleen Niese, Marlyn Group

While gender diversity remains a challenge, it also provides an opportunity in the parking and transportation industry as well as in the workforce at large. Walk away from this session with ways to best ensure employees are truly the greatest asset within your organization. This panel discussion will engage the audience and share best practices and supporting policies that best leverage diversity in the workplace. Attend this session to hear how these concepts and programs reach employees and leaders for real results, both financially and intrinsically. Gain valuable insights and strategic takeaways that can bring greater employee engagement and satisfaction.

9:15 am - 10:15 am    

People and Vehicles and Parking, Oh My! An Interactive Discussion about Diversity
Vanessa Cummings, CAPP

What does diversity have to do with parking and transportation? Everything. This workshop will help attendees think before selecting transportation vehicles; improve communication skills to reduce language barriers; and be more aware of customer diversity. We will discuss diversity that goes beyond race, color, and orientation and develop tools to make parking and transportation easy for everyone.

1.    Identify the effect of diversity on parking and transportation.
2.    Identify ways to recognize and eliminate barriers.
3.    Develop tools and processes to implement to make parking and transportation easy for everyone.

Maintaining Balance in an Over-Connected World
Melissa Harrison, Allee Creative

These days, we are always on--anyone can get ahold of us at any time, on any device, right? We've all been there: stressed out, tired, and wondering how we're going to continue to make it all work. Hear personal testimonies and stories about life lessons and how you can find balance in your life. We'll talk about how to succeed and plan in your personal and work lives.

1.    Learn to say no.
2.    Identify ways to let go of guilt.
3.    Apply planning techniques to personal and work lives.

12:00 pm - 1:00 pm  

How to Retain Great Employees
Matt Penney, Baylor University
Cindy Campbell, International Parking Institute

This session will focus on how to create a work environment designed to retain good employees and develop others through motivating, training and coaching programs.  Topics include a broader understanding of how to harness the talent that generations in the workplace bring and how effective leadership shapes organizational value.  

1.    Understand the need for leadership style change to create an environment for employee engagement
2.    Explore what supervisors and managers need to know about themselves and the generations they lead
3.    Understand the generations in the workplace and how to harness their strengths for staff development
4.    Discover the importance of a motivating, training and coaching program and the impact it has on employee behavior

Wednesday, June 6
9:00 am - 10:00 am    

Get on the Road: What's Your Path to CAPP?
Wayne Mixdorf, CAPP, City of Lincoln, Neb.; Brian Scoggins, CAPP, SP+/ Southeast Operations; Irma Henderson, MBA, CAPP, University of California, Riverside; Teresa Trussell, CAPP, Ohio University

This presentation will explain the process of becoming a CAPP. There are many ways to earn this credential and this presentation will guide you to your path! Application and examination are not the only aspects of CAPP—recertification requirements will also be explored. Join the CAPP Board as they explore CAPP and answer your questions.

1.    Learn the benefits of being a CAPP.
2.    Identify the requirements of becoming a CAPP.
3.    Review a case study highlighting one example of finding a path to CAPP.

Management vs. Leadership: Understanding What Motivates
Dennis Downer, Douglas Parking LLC

Many people have become managers because of their Type-A, hardworking personalities and their ability to manage and manipulate processes and environments. With little to no training, they are expected to manage people. This often creates headaches for all involved because people, unlike processes, have personalities of their own. By discovering what motivates others, anyone can become a more effective leader.

1.    Recognize and understand different personality types and their associated strengths and weaknesses.
2.    Demonstrate a better way to interact with people who have differing motivations and personality types.
3.    Develop and implement goals and procedures to better motivate others and self.

Other Tracks: Creating Success (Operations & Finance) | Driving Innovation (Technology & Trends) | Exploring Places and Structures (The Built Environment) |  Moving Forward (Alternative Transportation & Mobility) 

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