Workshops and Webinars

  • Assembly Bill 503 – Implementation Strategies 2018 (Free to Members)

    Presented by: Diana Hammons, SFMTA Presented On: Thu, Mar 8 12:00 AM - 1:00 AM

    This  22 minute presentation will be available for the full year.  The presentation will provide background on AB 503 with Implementation Strategies to help plan a program that meets mandated requirements.

    Free to all CPPA members.  To view the webinar please register; a link to view will be emailed to you.  

    Not available to non-members at this time.

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    Tactical Communication 101 and 201

    Presented by: Cindy Campbell, IPMI Wed, Oct 23 9:00 AM - 4:00 PM
    The Centre at Sycamore Plaza, 5000 Clark Ave, Lakewood, CA 90712

    Tactical Communication 101: Dealing Effectively with Difficult & Aggressive Behavior (3 hours)

    An interactive course designed to help participants defuse and de-escalate conflict. The course is intended to provide frontline customer service personnel with tools and options to calmly and effectively address aggressive behaviors and challenging situations encountered during the course of performing their duties.


    Learning Objectives for Tactical Communication 101: Attendees will learn how to:

                 Understand the fundamental characteristics of professionalism.

                 Reduce customer complaints through effective communication strategies.

                 Use paraphrasing techniques as a communication tool.

                 Demonstrate active listening skills to better understand the customer.

                 Recognize potential stress inducing behaviors at work.

                 Identify inconsistencies between one's communication style and that of customers and co-workers.

                 Strengthen professional credibility.


    Tactical Communication 201: Setting the Tone through Effective Communication (3 hours)

    The second of two seminars designed to assist frontline staff in delivering excellent customer service. Attendees learn techniques intended to assist them with communication challenges frequently encountered when dealing with customers. This session focuses attention on the influences that affect our ability to successfully communicate with the public and co-workers. Information presented in this course builds on the skills and techniques introduced in Tactical Communication 101.


    Learning Objectives for Tactical Communication 201: Attendees will learn how to:

                 Appreciate the influence of the first impression.

                 Understand the effects of rudeness.

                 Identify the effects of “Mood Quotient.”

                 Define and appropriately apply empathy with customers and co-workers.

                 Recognize the physical signs of deception.

                 Define learned and situational optimism
    Recognize customer service as an attitude

    Parking is complimentary in rear of center
    Continental breakfast and lunch will be provided

    ***** Register by 10/11/2019 for Early Bird Rate of $99. Register after 10/11/2019, rate is $125 for member and $175 non members

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    Hearing Examiner Training

    Presented by: Steve Bowman, Attorney at Law Tue, Oct 29 8:30 AM - 5:00 PM
    Hyatt Regency Monterey Hotel- Spyglass Room

    Learn how to conduct Hearings Practice rendering effective decisions applies to anyone involved in making parking citation decisions.


    Attendees of this 8-hour training program will be taken through the citation appeal and hearing process. In-depth discussion covering Hearing Officer procedures and class participation in Hearing scenarios will be included. Attendees will receive a written Hearing Examiner manual.

    Topics Include:1.
    Overview of the Contesting Program
    2. Initial Review Process and Procedure


    3. Setting up the Hearing
    4. Fines and Exceptions
    5. Meeting Agency Requirements
    6. Review of a model Hearing Manual
    7. Application of Applicable Vehicle Code Sections
    8. Completion of 8 hours of training 40215 C.V.C.

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    Parking & Mobility Industry Fundamentals

    Presented by: Cindy Campbell, IPMI Tue, Oct 29 9:00 AM - 4:00 PM
    Hyatt Regency Monterey Hotel

    Course Description: This course provides an entry-level overview of the larger parking & mobility industry today. Presentation topics will include tools and technologies, curb management, level of service expectations, transportation program messaging,: and a broader understanding of the role we play in our organizations. Basic customer service concepts will also be reviewed. 

    Learning Objectives:

    • Discuss the current culture of parking and mobility services 
    • Define elements of Mobility on Demand (MOD), Mobility as a Service (MaaS), and Intermobility
    • Explore industry technologies and innovations
    • Discuss concepts related to developing customer-centric services
    • Discuss the administrative adjudication process in California
    • Review the California Vehicle Code as it applies to parking programs
    • Explore the various roles we play within our organization 
    • Recognize the influence we can have in successfully dealing with difficult customer conversations