Critical Skills for CHC Middle Managers
Hosted by Wisconsin Primary Health Care Association
Facilitated by Lisa Mouscher, Sogence Training and Consulting
with special guests from WIPFLi
Location: WPHCA, 5202 Eastpark Blvd, Suite 109, Madison, WI 53718
WPHCA Member: $95 per registration (please login to receive rate)
Non-member: $195 per registration
Includes lunch and materials
Register today - we have extended the deadline to October 19th!
This intensive, highly interactive 2-day training enables CHC managers to develop and hone
critical skills to successfully lead and manage employees in today’s challenging and
Participants will gain crucial skills to put into immediate action!
- Utilize Behavioral Interviewing techniques to hire employees with the right skills and "fit" for the long term
- Manage, lead and retain flexible, responsive, satisfied, and customer-focused teams
- Communicate for results, build trust, and de-escalate conflict
- Coach and develop employees and drive accountability
- Take the mystery out of basic financial conversations in the areas of budgeting, cost allocation and requests to finance
- Create and sustain a culture of service excellence
Day 1 (October 24, 2017)
9:00– 9:30 Welcome, Introductions and Team-Building
9:30 - 10:45 Behavioral Interviewing and Other Effective Hiring Processes
Hiring and integrating staff with the right skills and organizational "fit" is critical to your organization's ability to
fulfill its mission and serve your community. In this hands-on session, participants will learn Behavioral
Interviewing skills and other strategies to consistently hire the right employees for the long-term. Arrive ready to
participate in this working session and gain valuable skills to put into immediate action.
10:45 – 11:00 Break
11:00 – 12:15 The Art of Management Communication
Effective communication is critical to successful management, and great communication is an art that can be
learned! In this session, participants will gain skills to adjust their communication to individual needs, give
and receive feedback, tackle difficult discussions and de-escalate conflict.
12:15 – 1:00 Lunch
1:00 – 3:30 Strengthening Employee Engagement, Productivity and Retention through Proactive Performance Management
Engaged employees are involved and committed at work and demonstrate that engagement in both their
performance and behavior. They are happier, more productive and far more likely to stay for the long-term. In this
highly interactive session, we will discuss practical and realistic ways to strengthen engagement by developing
goals with “meat;” implementing structured one-on-ones; “speed-coaching;” constructive, direct and tactful
communication; timely, individualized and meaningful recognition; and ongoing accountability.
Day 2 (October 25, 2017)
9:00 – 12:00 Financial Basics for CHC Managers
The financial aspects of managing can seem daunting, but a basic understanding of finance can help CHC managers
better utilize available resources to achieve the goals of their departments and their organization. In this hands-on
session led by Tammy Jelinek and Jeff Bramschreiber from Wipfli CPAs and Consultants, participants will discuss
common accounting terms and ways to prepare for impactful financial conversations regarding areas such as
budgeting, cost allocation and requests to finance to help make these seemingly daunting conversations both
more comfortable and successful.
12:00 – 12:45 Lunch
12:45 – 3:00 Creating and Sustaining a Culture of Service Excellence
The quality of customer service in health care directly influences the health of both patients and the health center
itself, yet in today’s fast-paced and challenging environment, CHCs often find it difficult to create and maintain a
culture of service excellence. This training sets the stage for successfully implementing a culture of service
excellence where providing great service is an expectation throughout your department or your organization.
3:00 – 3:30 Wrap-up and Close
Copyright © 2017, Sogence Training and Consulting
All Rights Reserved
Registration deadline extended to October 19th!
HOTEL: We do not have a hotel block arranged for this training. If you would like some information on local hotels, please contact firstname.lastname@example.org.
Registered participants may substitute another participant at no charge up to the day of the conference. Please inform WPHCA staff (email@example.com) of the substitution as soon as possible to coordinate meals and participant materials. Participants may cancel at no charge up to 7 days before the event begins. No refunds are available for cancellations 6 days or fewer before the event begins.