CAPP Certification Course

Certified Administrator of Public Parking (CAPP) Program
Management 2010 – Las Vegas, NV

Saturday, May 8th

9:00 a.m. – 5:00 p.m.
The Leadership Challenge: Creating Productive Workplaces, Bob Brocklehurst, University of Virginia

Creating an environment for employees to generate success is extremely important in organizations. This module serves as the foundation for all that follows and focuses on the fundamental challenges facing those who occupy critical leadership roles in developing productive workplaces: how to engage others as willing partners working together in support of the common vision.

Sunday, May 9th

9:00 a.m. – 5:00 p.m.
Managing For Service Excellence, John Lord, University of Virginia

Managers play a critical role in shaping the kinds of service customers ultimately experience, whether internal or external customers. This session walks participants through the elements of service excellence and focuses on the impact managers can have on the relationships between service providers and customers. Content includes personal competencies necessary for successful customer service management as well as practice in analyzing service delivery systems and processes in order to make it easy for employees to succeed in providing first-rate outcomes.

Monday, May 10th

1:00 p.m. – 5:00 p.m.
Situational Leadership: A Model for Coaching and Inspiring Performance in Others, John Whitlow, University of Virginia

This session provides participants with a practical understanding of the Situational Leadership Model. This model is based upon four styles of leadership which include: directing, coaching, supporting and delegating. The model emphasizes the need for managers to develop the skill of reading an employee’s Task Readiness, which is the primary determinant of appropriate leadership behavior. This lesson includes a management simulation board game that involves applying the Situational Leadership Model to more than 20 different leadership situations.

Tuesday, May 11th

9:00 a.m. – 12:00 p.m.
MBTI and the Art of Communication, Pam Guilford Redd, University of Virginia

Appreciating the different styles of your colleagues goes a long way in improving relationships in the workplace. Participants take the Myers-Briggs Type Indicator Inventory to examine their own preferences in the four dichotomies regarding styles of how we get our energy, collect data, make decisions and structure our lives. Pathways and pitfalls of individual styles are studied and we examine the natural conflicts that can occur in communication among people with differing personality styles. This program combines self-assessment, lecture and exercises which result in strategies to improve our communication and hence, our effectiveness in our businesses.

1:00 p.m. – 5:00 p.m.
The Ethics of Leadership, Pam Guilford Redd, University of Virginia

Determining the right thing to do can be challenging at times, but it is a choice which defines your identity and responsibility, and is essential for successful leadership. This intellectually stimulating workshop examines how to make principle-centered decisions and explores the role of ethics when you are presented with the gray area between the black and the white. You will create an awareness of the risks related to unexamined assumptions, recognize the existence of an ethical dilemma and the steps to reach the best decision and explore ways to carry the topic forward in your business.

Wednesday, May 12th

9:00 a.m. – 3:00 p.m.
High Performance Teams and Work Groups, John Whitlow, University of Virginia

This segment draws upon and adds to preceding content by walking participants through strategies for building teamwork and collaboration within their work unit as well as across their department. The content focuses on practical team-building techniques to ensure that all employees are on the same page and working toward the same objectives. These techniques promote full participation and open communication and result in individuals having a higher level of commitment.

3:00 p.m. – 5:00 p.m.
Leadership Excellence: Personal Action Planning, John Whitlow, University of Virginia

This final segment has participants review the content and significant personal learning gained from the program. Each participant uses this discussion to complete a leadership action plan as well as areas for future training and development.

PHOTOS & BIOS

	Robert Brocklehurst University of Virginia Currently living in Danville, California, Robert Brocklehurst founded his training and consulting business in the early 1980’s and earned a reputation for excellence in meeting customer needs and expectations in diverse industries. His company has sustained relationships with key customers for over 20 years. Author of numerous workbooks and courses, Bob is a developer of consultants and trainers as well as being a master facilitator. He has highly regarded experience and expertise in activities of organization development, leadership and supervisory performance, continuous improvement practices, interpersonal communications, team work practices, customer service, meeting effectiveness, problem solving and decision making, strategic planning, conflict resolution, developing “partnership” relations between departments and organizations, and managing organizational change.
	John Lord University of Virginia John Lord is an experienced professional skilled in all aspects of organizational and human resource development. He has extensive experience in designing and managing staff development programs, delivering consulting expertise to individuals and organizations, and providing training solutions to colleges and universities, government agencies, healthcare entities, corporations and other organizations.
	Pam Guilford Redd University of Virginia Ms. Redd is an adjunct faculty with over 25 years of experience. She specializes in teambuilding, management development and leadership programs. Her workshops are distinguished by an engaging, facilitative style, and an ability to focus on the learning needs of both the group and the individual participant.
	John Whitlow University of Virginia Having more than 20 years of experience serving in senior management and executive roles, John H. Whitlow, Ph.D. provides consulting and leadership training for organizations in both the public and private sectors throughout the country. Currently John serves as President for JHW Consulting Services, an organizational consulting and training firm.

2010 Virtual Brochure