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Critical Skills for CHC Middle Managers and Supervisors
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When: Wednesday, May 1, 2019
8:30 am - 4:15 pm
Where: WPHCA Office
5202 Eastpark Blvd.
Ste. 109
Madison, Wisconsin  51718
United States
Contact: Kay Brewer

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Critical Skills for CHC Middle Managers and Supervisors

WPHCA Office

5202 Eastpark Blvd, Ste 109, Madison, WI 53718

8:30 AM - 4:15 PM


Hotel Information: We do not have a block of rooms reserved, however, we have 2 hotels near by with corporate rates. Mention you are attending a meeting with Wisconsin Primary Health Care Association at either of these locations.

  • Staybridge Suites Madison East - 3301 City View Dr, Madison, rate of $110
  • LaQuinta - 5217 E. Terrace Drive, Madison, rate of $85


Course Facilitator and Trainer:

Lisa Mouscher is CEO and Lead Consultant at Sogence Training and Consulting. As a popular and dynamic facilitator, trainer and consultant, Lisa works primarily with leaders, managers and staff from Community Health Centers across the country. She brings her extensive background in management, training and human resources to her work with CHCs and specializes in two areas, providing intensive management skills training, and assisting health centers to create a culture of customer service. Lisa is known for facilitating immediately applicable results as well as lasting impact to strengthen organizations for the long-term.


Learn to:

  • Manage, lead and retain productive, engaged, and satisfied teams
  • Coach and develop employees and drive accountability
  • Communicate for results
  • Hire employees with the right skills and fit for long-term success
  • Create and sustain a culture of customer service


8:30 – 9:00         Introductions and Team Building


9:00 – 10:00       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 gain skills to adjust their communication style to meet individual needs and strengthen performance,                                   satisfaction and results. Using CHC-specific examples, participants practice new skills for immediate impact.


10:00 – 10:15      Break


10:15 – 11:45       Strengthening Employee Engagement, Productivity and Retention through Proactive Performance                                                                             Management, coaching and Accountability

     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 discuss practical and realistic ways to strengthen

     engagement by developing goals with “meat;” implementing structured one-on-ones; “speed-coaching;”

     timely, individualized and meaningful acknowledgement and recognition; and ongoing accountability.


11:45 – 12:30       Lunch


12:30 – 1:45         Behavioral Interviewing: Hiring for Long-Term Success

    Hiring employees at all levels 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 learn Behavioral Interviewing skills and other strategies to                  consistently hire the right employees for your organization’s specific needs. Arrive ready to participate in this working session and      gain valuable skills to put into immediate action.


1:45 – 2:00           Break



2:00 – 4:00          Making Customer Service a Reality: Creating and Sustaining a Culture of Customer Service

   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 state for successfully implementing a culture of service excellence, where providing great service is an                  expectation throughout your department or organization.




4:00 – 4:15           Wrap-Up and Close




Cancellation Policy:

Registered participants may substitute another participant at no charge up to the day of the conference. Please inform WPHCA staff Lindsey Hess ( 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.