Link to: Full Program Case Studies Keynote Sessions Solution Sessions    TLG Virtual Sessions Preconference Event A   Remarkable Service, Remarkable Results   This workshop will energize you and your entire organization. Do you have a blueprint for delivering the highest level of customer service? During this workshop you’ll learn how customers develop expectations and how you can create the customer-focused environment it takes to meet those expectations. Join us to learn new ways to create positive experiences for each customer, whether in-person, electronically, or by phone. During this interactive fast paced session you’ll learn: • What do customers expect? • Five steps to create remarkable service experiences • Achieving genuine customer interactions • Benefits of good customer relations • Building techniques to achieve success Facilitator: Maryellen Ferring, Founder and CEO of UpSell Training has built a worldwide reputation for using a distinctive, high-energy, fun teaching style, that thousands have benefi ted from in increasing their customer satisfaction scores and impacting change in the communities they serve.  Join our Facebook Page  Follow us on Twitter/td> Preconference Event B How to Inject Innovation into your Organization Today, the new normal for organizational leaders is to pursue innovation to solve the unprecedented challenges facing them like never before. Yet, the question remains what is innovation and how to be innovative? This session focuses on providing a series of vitamins that characterize innovative thinking and addresses how to encourage passion and innovation into an organization’s daily culture. Patrick will share new ways to rethink, reconnect, reinvent and redesign your organizational strategy, service delivery, the workforce and how to achieve extraordinary results. Facilitator: Patrick Ibarra, The Mejorando Group Preconference Event C Authentic Leadership in the Public Sector: Leadership that Makes a Difference: an ICMA University Workshop What distinguishes great leaders from the mediocre are the personal, inner qualities – that are hard to define but are essential for success. Authenticity is essential to the success of leaders. Over the previous five years, people have developed a deep distrust of leaders, with the advent of Enron, the global financial meltdown, corruption charges and misconduct; it is increasingly evident that we need a new kind of business leader in the 21st century; leaders that we are proud to follow and that deserve our respect and loyalty. Bill George’s book, Authentic Leadership: Rediscovering the Secrets to Creating Lasting Value, challenged a new generation to lead authentically. Authentic leaders demonstrate a passion for their purpose, practice their values consistently, and lead with their hearts as well as their heads. They establish long-term, meaningful relationships and have the self-discipline to get results. They know who they are. ICMA University’s workshop invites you to apply the lessons from Bill George’s latest book True North: Discover Your Authentic Leadership to your role as public sector manager. The workshop is designed to benefit leaders at all levels within local government. Join workshop leader Felicia Logan, ICMA director of leadership development as the key facets of leadership vision and values – core to individual organizational leadership at all levels, are examined. Attendees will: 1. Discover the value and challenges of authentic leadership 2. Determine core values and principles 3. Design individual S.M.A.R.T plans 4. Designate a personal leadership team 5. Dream big to leave a legacy that makes a difference This workshop will present a program for leadership success and show you how to develop your best self and how authenticity and integrity shape leadership. You´ll hone the personal characteristics and skills that can transform your leadership style and inspire you to become the authentic leader you were born to be! [This workshop will be simulcast as an ICMA University Web workshop.]  Required reading prior to the workshop: PM magazine articles: Know Thyself: Judgment Capability Factors by David Limardi, Carol Morrison, and Daven Morrison. September 2008. Found online at www.icma.org/pm. Ethical Leadership by Curtis Branscome. October 2008. Found online at www.icma.org/pm  Recommended Reading: “Discovering Your Authentic Leadership,” Harvard Business Review, Magazine Article, by William W. George, Peter Sims, Andrew N. McLean, David Mayer, and Diana Mayer. 10 pages. Publication date: February 01, 2007. True North: Discover Your Authentic Leadership, by Bill George with Peter Sims. Facilitator: Felicia Logan, ICMA Director of Leadership Development