2017 W.I.S.E. Professional Development

Overview

Through workshops, speakers, and panel discussions, the Summit is guaranteed to leave a lasting impression – BE EXTRAORIDNARY!

Tuesday opens with a keynote address by Kathy Mazzarella, President and CEO of Graybar, a successful leader and advocate for women’s leadership. Next up, Viveka von Rosen, LinkedIn expert and author, will join us to discuss business and personal branding online. The last session of the morning is a panel discussion about talent management & development. The hiring, retention and when necessary, letting go, of human capital, is a critical competency in any successful organization.

After Tuesday’s lunch, we will learn about how Ritz Carlton’s award-winning business practices result in a service-excellence culture, giving us insight into best-practices that we can take back to our organizations.

On Wednesday, we will have the workshop “Coaching in the Moment” for effective coaching conversations whenever and wherever. Materials and follow up included.

Keynote Speaker – Tuesday, October 3rd – 9 a.m. to 10 a.m.

Kathy Mazzarella became the 11th President and CEO of Graybar in 2011. In her career at Graybar she has held leadership roles in sales, marketing, human resource and strategic planning. She is passionate in supporting women’s leadership in our industry - inspiring and helping us to be extraordinary.

LinkedIn and Branding – Tuesday, October 3rd – 10:15 a.m. to 11:15 a.m.

Viveka von Rosen, a recognized “Linkedin Expert” will speak about the multiple opportunities to use LinkedIn. Developing your personal brand, branding your company and attracting talent are topics. There will be real strategies we can use immediately – numerous tools and quick tricks to access to leading-edge resources.

Talent Management – Tuesday, October 3rd – 11:15 a.m. to 12:15 p.m.

A panel discussion on finding, hiring and keeping new talent, as well handling those who are no longer a fit. Katie Gavin, Vice President Human Resources at Milwaukee Electric Tool, will facilitate the panel.

Ritz Customer Service Excellence – Tuesday, October 3rd – 2 p.m. to 5 p.m.

The Ladies and Gentlemen of The Ritz-Carlton take service excellence to the highest levels every day. You must have your “Radar on and Antenna Up” and stay in the moment to extend personal service. This customer service course shows you The Ritz-Carlton method for fulfilling not only the expressed, but also the unexpressed. wishes and needs of your customers. We will be introduced to the skills needed for authentic customer engagement. We will learn about the importance of personalized experiences that will surprise and delight your customers.

Presentation Highlights:

This course will show us how memorable customer service can generate word-of-mouth and help you stand out from your competition. We will be introduced to The Ritz-Carlton service model for:

        • Providing anticipatory service that creates passionate advocates of your brand
        • Crafting unique, memorable and personal experiences that prevent your customers from feeling like they are simply another transaction
        • Developing a written service strategy to ensure consistency and cultivate loyalty
        • Avoiding missed opportunities and loss of sales by ensuring your employees are not on auto-pilot

Cylient's Coaching in the Moment Workshop – Wednesday, October 4th 7:30 a.m. to 12 p.m.

Renee Caputo will present “The Coaching in the Moment Workshop,” an interactive workshop providing participants with the tools and approaches needed to conduct effective coaching conversations whenever and wherever learning opportunities arise. As a result of participating in Coaching in the Moment participants will be able to:

  • Recognize coachable moments
  • Successfully integrate coaching approaches into day-to-day conversations
  • Integrate coaching approaches into their leadership style
  • Engage others in finding their own path forward