Customized Frontline Training
Additional Courses Available: Schedule your agency-specific training.
You choose the days, dates and times that work best for your team. Plan ahead and invite your team at your convenience for a minimum of 10 participants.
Understanding Your Role in Effective Customer Service. Learn basic concepts related to the delivery of customer service, including dimensions of customer service and customer acknowledgment. Presenter: Cindy Campbell
Effective Communication: The Importance of Active Listening. Discuss effective communication methods and techniques that can be used when interacting with difficult customers. Presenter: Cindy Campbell
Our Role in Resolving Workplace Conflict. Review the four sources of workplace conflict, explore resolution strategies based on the needs of others, and examine the importance of active listening. Presenter: Cindy Campbell
Managing Conflict: Understanding our Motivations in Communication. Review the results of an online communications assessment* and understand the benefits of adjusting communication styles when in conflict with others. (*In advance of this course, participants will be required to complete a 20-minute online assessment of their personal communication style.) Presenter: Cindy Campbell
Developing Workplace Resilience. Review the concept of workplace resilience, discuss the importance of developing personal and professional resilience, and identify individual “attitude anchors” to maintain resilience. Presenter: Cindy Campbell
Team Dynamics and their effect on Organizational Agility. Identify challenging team dynamics, recognize the effects of organizational change, and review the steps required to improve individual and organizational responsiveness. Presenter: Cindy Campbell
Key Components to Composing Effective Emails. Review the potential benefits and detriments of email communication and explore ways to resolve issues and make effective connections with email recipients. Presenter: Matt Penney
Effective Business Communication. Identify key communication issues; create concise, on-topic communication; and explore the concept of win/win communication opportunities. Presenter: Matt Penney
SERIES: How to Succeed in a Changing Workplace. This three-part series addresses concepts related to the human response to a changing workplace. Review the stages of group development, identify and examine the behaviors that contribute to poor performance, and explore ways to create positive change. (Note: There is no prerequisite to complete any one session prior to signing up for another session in this series.) Presenter: Kim Jackson, CAPP
- Session 1: Understanding your reaction to change. Define workplace change and describe the change IQ continuum.
- Session 2: Identifying the phases of change. Review the three phases of change and steps to effectively implement change.
- Session 3: Change within group dynamics. Recognize group dynamics and the specific behaviors that may contribute to poor group dynamics.
Cindy Campbell, Senior Training & Development Specialist, International Parking & Mobility Institute. With over 35 years of experience in law enforcement, parking, and transportation services, she brings comprehensive industry knowledge and professional experience to the IPMI training program. Cindy is a Past Chairman of the Board for the IPMI and is credited as one of the founders of the Parking Matters® initiative. Prior to joining the staff at IPMI, Campbell served as Associate Director of University Police for California Polytechnic State University. She is now dedicated to providing staff training, motivation, and skill enhancement through IPMI onsite training programs.
Kim E. Jackson, CAPP, IPMI Training Specialist, Director, Transportation & Parking Services, Princeton University. Kim Jackson, CAPP, provides leadership, expertise and management for university transportation and parking operations, services, facilities, and programs. In 2008 she was hired as the first Director, Transportation & Parking Services for Princeton University. Kim previously worked at IPMI as the Executive Director. Prior to IPI, Kim was Director of Parking & Transportation at Rutgers University in New Jersey, where she was responsible for the university’s parking and transportation programs, and management of daily operations of a multi-faceted program for five New Brunswick campuses and contracted bus services. Kim is a class of 2000 CAPP graduate.
Matt Penney, IPMI Training Specialist, Director of Parking and Transportation Services, Baylor University. Matt Penney has been in the parking and transportation industry for the past 16 years. Prior to Baylor, he served as a General Manager and Vice President of Longview Transit, in Longview Texas for the managing company McDonald Transit. Matt also worked for the Texas Department of Transportation (TXDOT) as a public transportation funding specialist and as the Director of Service Development for Waco Transit, the public transportation provider for the City of Waco. Matt has bachelor’s and master’s degrees from Stephen F. Austin State University.