October ILCMA Professional Development Event & Metro Luncheon

Beyond Service Excellence

It’s been said that happy employees lead to happy communities- and in this dynamic workshop, participants will see the value of going beyond service excellence with their residents, business owners, visitors and one another. Using research and brain science, learn how to develop lasting connections by creating loyalty. With Heidi’s warm and engaging style, participants will be motivated to learning that leads to action.

This workshop focuses around the following competencies:

• Better Attitudes
• Clearer Communication
• High Performance
• Ownership

Presenter:

Heidi Petersen is the Director of Global Training for RDR Group who trains audiences all over the world on diversity and inclusion, developing resilience, customer service, and leadership development. She has worked at all levels—including the top executive teams at Ford Motor Company, State Farm, Cisco Systems and CNA. She has also worked in numerous healthcare facilities, universities, and government agencies.
Her strength as a facilitator includes her deep subject matter expertise and warm, engaging style. She creates space for conversation through storytelling and humor to engage participants in learning that leads to action – as learners are inspired to create new behaviors and approaches in the workplace.
Heidi resides with her dog in the U.S. just north of Chicago, Illinois. She is the proud mother of 4 incredible humans that she affectionately calls her Lost Boys. In her spare time you will find her outside, enjoying the amazing scenery and culture the Midwest has to offer every day. In addition to
being a corporate trainer, Heidi is a vocalist, an avid reader, and a Disney fanatic.

Addresses ICMA Practice Areas:

In Person Attendees:

Registration/check-in and continental breakfast begins at 9AM at NIU Naperville, E. 1120 Diehl Road, Naperville, IL

Zoom Access:

Zoom Access information will be emailed separately, to each registrant.  Note: Access will not be sent immediately following registration, but prior to the event date.

October Metro Luncheon:  Unlocking Success and The Power of High Performance Teams

Research in the last decade suggests there is no such thing as a born athlete, a born musician or a born politician. Success is cultivated through motivation, diligence and hard work. In this keynote, leaders are inspired to take ownership around how they can better influence their employees to go above and beyond. Together we will strategize on utilizing the strengths that already exist in your employees to create even higher performing teams and explore tangible ways to optimize engagement and productivity.

Presenter: Heidi Petersen is the Director of Global Training for RDR Group who trains audiences all over the world on diversity and inclusion, developing resilience, customer service, and leadership development. She has worked at all levels—including the top executive teams at Ford Motor Company, State Farm, Cisco Systems and CNA. She has also worked in numerous healthcare facilities, universities, and government agencies. Her strength as a facilitator includes her deep subject matter expertise and warm, engaging style. She creates space for conversation through storytelling and humor to engage participants in learning that leads to action – as learners are inspired to create new behaviors and approaches in the workplace. Heidi resides with her dog in the U.S. just north of Chicago, Illinois. She is the proud mother of 4 incredible humans that she affectionately calls her Lost Boys. In her spare time you will find her outside, enjoying the amazing scenery and culture the Midwest has to offer every day. In addition to being a corporate trainer, Heidi is a vocalist, an avid reader, and a Disney fanatic

In Person Attendees:

Check-in and Networking begins at 11:30 AM at NIU Naperville, 1120 Diehl Road, Naperville, IL

Zoom Access:

Zoom Access information will be emailed separately, to each registrant.  Note: Access will not be sent immediately following registration, but prior to the event date.