Hosted by the SOCAP Executive Community
Crucial Accountability: Essential Skills to Accelerate Results in a Changing Environment
One of the key challenges facing many of today’s customer care leaders is dealing with the changes that seem ever occurring within their organizations. However, essential to any successful change effort is universal accountability. According to research from leading training firm, VitalSmarts (authors of the award-winning Crucial Conversations series), when people see accountability as "someone else's job" they waste time, resources, and morale. Specifically, employees waste $1,500 and an eight-hour workday for every accountability discussion they avoid.
SOCAP’s 2017 Executive Summit (April 25-26) will address how customer care executives can better manage change by more skillfully holding their staff, teams, and others accountable. This interactive session, presented by VitalSmarts certified trainer, Candace Bertotti, utilizes video, group discussions, skill practice, and real-life application to provide straightforward tools for resolving performance gaps, addressing broken promises, and eliminating bad behavior. Learn to
- Master performance discussions
- Motivate without using power
- Manage without taking over
- Hold anyone accountable--no matter the person's power, position, or temperament
Summit participants will bring their real-life challenges to this session to learn how to more effectively hold people accountable directly, in a way that builds/maintains the relationship and generates bottom-line results like quality, efficiency, satisfaction, safety and more. Get answers to these relevant questions:
- What types of accountability violations are you experiencing right now as changes occur?
- What types of accountability violations do you anticipate with upcoming changes?
Additionally, SOCAP’s Executive Summit will explore the six sources of influence to help us more effectively diagnose and influence complex accountability problems.
Executive Summit and Symposium Registration Rates
Early Bird Registration Rates Available Through March 14, 2017 (Includes attendance to SOCAP's 2017 Symposium
and Executive Toolkit):
Executive Summit Only Registration Rates
(Does not include attendance to Symposium Social Finale):
Facilitator: Candace Bertotti, VitalSmarts
Candace’s passion is to deliver relevant and valuable skills‚ and enable participants to rapidly put those skills into practice and achieve better results. Candace works with an incredible range of audiences (from CEOs to coal miners), industries (from healthcare to high-tech), and organizations (from Homeland Security to Honda, Google, Mars Snack Food, and hundreds of others).
Candace began in live media, and then served in the federal government for seven years at the U.S. Department of Education. There she helped negotiate multi-million dollar contracts as well as controversial content decisions among multiple stakeholders. Candace now helps clients experience widespread improvements to productivity, internal and external communications, negotiation and influence, and overall effectiveness.
Candace served on the faculty at the University of Maryland in the Center for International Development and Conflict Management for five years where she taught Negotiation, Decision-Making, and Crisis Leadership to the federal government. Candace currently teaches Negotiation at Georgetown Law School and also serves as a mediator for child abuse cases for D.C. Superior Court.
SOCAP's 2017 Executive Summit Cancellation Policy: Refunds for cancellations must be made in writing (via email to firstname.lastname@example.org) to the SOCAP National Office. A processing fee of $250 will be charged on refunds received on or before April 3, 2017. No cancellations or refunds after April 3, 2017. Substitutions will be gladly accepted at no charge until April 3, 2017. A $175 fee will be charged on any substitutions made after April 3, 2017. Registration transfers to future meetings will not be accepted.
Photography Notice: Be aware that by participating in SOCAP’s Executive Summit, you are automatically authorizing the Society of Consumer Affairs Professionals (hereinafter “SOCAP”) and its employees, agents and assigns to use your name, photograph, voice or other likeness for purposes related to the mission of SOCAP, including but not limited to publicity, marketing, websites, other electronic forms of media, and promotion of SOCAP and its various programs.