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Todays workforce is increasingly concerned about customers who are perceived to be rude, distrustful, overly aggressive and/or potentially dangerous. Their perception may be a result of some internal or external factors and are real, yet too often the perception is inaccurate due to value, culture, or style differences. This training focuses on distinguishing when someone is truly difficult or when someone is merely perceived as difficult. Participants will identify their own definition of conflict and what makes a customer difficult for them as well as exploring the role of perception in conflict. The class explores styles and behaviors of people and three critical areas essential for being effective with customers (or co-workers): communication styles, value differences and needs/job constraints.

Who Should Attend

Anyone wishing to improve their interpersonal skills and/or working with the public will benefit from this class.

Workshop Presenter

Elmer Dixon is Vice President with Executive Diversity. He was educated in Public Administration with over 30 years experience as a manager and trainer. Elmers vision, energy, and creativity have contributed to his success in leading diverse teams, facilitating and implementing strategic plans for organizations, and providing outstanding training and consultation in the areas of cross cultural communication, team building, and conflict management.

Registration and Fees

The registration fee is $50 per person for members and $75 for non-members (see below). The registration fee includes workshop materials, coffee, water, and snacks. Lunch will be on your own. To register, return the registration form with your payment or purchase order by August 25th, 2010. Make checks payable to the Washington State Transit Insurance Pool.

For information regarding RTAP scholarships for this course, please contact Ronda Fullerton, WSDOT, at (360) 705-7911 or fullerr@wsdot.wa.gov.

Members and Non-Members

Members are determined to be employees of transportation systems providing services to the public in Washington State and members of the partner organizations that make-up the Coalition. The partners are: Washington State Department of Transportation, Washington State Transit Association, Community Transportation Association of the Northwest, Washington State Transit Insurance Pool, and Eastern Washington University Northwest Tribal Technical Assistance Program.

Such transportation systems include any combination of services, facilities, and infrastructure related to transit, special needs transportation, ridesharing, airport shuttles, passenger rail, ferries, and taxi services. Individuals who do not work for a transportation system as defined above are considered non-members and will be charged an additional $25 per day training fee.

Location and Schedule

The class will be held at the WSTIP office, 2629 12th Court SW, in Olympia. The workshop will begin at 8:30 am and run until 4:30 pm.

Directions

From I-5, take exit 104 - the Hwy 101 exit. Take the second Hwy 101 exit, Black Lake Blvd. Turn right on Black Lake Blvd. Go through the first light. Take the first road on your right, 12th Court SW. Immediately, turn right into the parking area. The WSTIP building is on your left. Please park in spots in front of the building or anywhere on the street along 12th Court SW or Parkmont Lane SW.

Overnight Accommodations

No room block has been reserved. The nearest hotel is the Red Lion Hotel located at 2300 Evergreen Park Drive, Olympia. Room rates are $80 for a standard room (queen bed), plus tax (government rate). To make a reservation, contact the hotel directly at (800) 325-4000 or (360) 943-4000

Questions?

For information regarding registration, please contact Joanne Kerrigan (joanne@wstip.org). For information regarding workshop content, please contact Tracey Christianson (tracey@wstip.org). Both Tracey and Joanne can be reached at (360) 586-1800 at the Washington State Transit Insurance Pool.

Workshop Cancellation Policy

You may cancel your workshop registration without penalty, up to, August 24, 2010

Cancellations made on or later than August 25, 2010 will be charged the full workshop fee. The Training Coalition may cancel the class if on August 25, 2010 , fewer than 12 people are registered for the course. If the Training Coalition cancels the course, participants will receive a complete refund.