Enforcing parking regulations can often put front-line staff and managers into conflict with customers. These minor situations can escalate into larger conflicts endangering employees – and customers, lowering employee morale, and damaging a parking operation’s reputation.
Successfully managing these types of situations is a key skill-set for parking operations team members. What to say – and how to say it – can make the difference between de-escalating a situation, or making it worse.
Webinar presenter, Vicki Pero, will outline the practical steps that parking managers and front line employees can take to understand conflict situations, address or avoid conflict all together, and de-escalate conflict situations when they arise. Whether you're new to your role or a seasoned industry veteran, attend this webinar to learn new techniques that put you in the driver's seat regardless of the customer interaction.
This NPA webinar earns 1 hour continuing education credit (CE)
- Discuss listening and communication techniques in conflict situations;
- Describe how to introduce de-escalation tactics to manage challenging customer service situations; and
- Recognize the role body language plays in de-escalation situations.
Vicki Pero, SPHR, CPP
Vicki Pero, SHPR, CPP is Principal with The Marylyn Group, a consultancy specializing in building and advancing strong teams in the parking industry.
Vicki is well-balanced in operational leadership and support, and she zeros in on employee training, recruitment, and organizational development programs to improve outcomes putting people first.
20 years of experience in the parking industry have cross-trained Vicki to manage challenges from the inside out. During her career she has managed a regional territory comprised of 80 locations, has led a company’s field audit function, and has designed training solutions for all levels of employees. She is an active member of NPA serving on the Education Committee.
Participants in this webinar will qualify for 1 continuing education (CE) hour towards the CPP designation.