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Nov 18 6:00 am – 11/19/19 2:00 pm Regus - Washington, Seattle - Lake Union 1100 Dexter Ave N Suite 100 Seattle, WA, 98109 View A Map to This Event View This Event

Course Description:

Frontline customer service representatives interact with your customers every day. Do they have the skills to create first-rate customer experiences? This skills-building and certification Course introduces the skills and techniques required to provide outstanding customer service and support. 

HDI Customer Service Representative (HDI-CSR) training focuses on call handling Best Practices, communication and listening techniques, documentation, problem-solving, and troubleshooting skills, conflict negotiation, and responses to difficult customer behaviors. 

Course Topics:

Module1 : Your Role in the Support Center

●     Role of the Customer Service Representative

●     Support Center’s Role in the Business

●     Total Contact Ownership

●     Call Handling Procedures

Module2 : Communication Skills

●     The Communication Process

●     Cultural Sensitivity

●     Vocal Elements

●     Active Listening

●     Incident Documentation

●     Writing Skills

Module3 : Problem-solving and Troubleshooting Skills

●     Problem-solving and Types of Thinking

●     Questioning Skills

●     Solve Incidents with IMPACT

●     Additional Strategies

Module4 : Maximizing Effectiveness

●     Your Customer’s Psychological Needs

●     Handling Conflict

●     Handling Difficult Customer Behaviors

●     Stress Management

●     The Power of a Service Attitude

 Learning Goals:

●     How to assess customer business needs and exceed customer expectations.

●     Critical thinking skills to resolve incidents quickly and consistently.

●     Active listening skills and effective communication strategies.

●     How to identify and defuse challenging customer behavior.

●     An awareness of the core Processes and Best Practices used in service and support.

Course Agenda:

Day 1

●     Module1: Your Role in the Support Center

●     Role of the Customer Service Representative

●     Support Center’s Role in the Business

●     Total Contact Ownership

●     Call Handling Procedures

●     Module2: Communication Skills

●     The Communication Process

●     Cultural Sensitivity

●     Vocal Elements

●     Active Listening

●     Incident Documentation

●     Writing Skills

Day 2

●     Module3: Problem-solving and Troubleshooting Skills

●     Problem-solving and Types of Thinking

●     Questioning Skills

●     Solve Incidents with IMPACT

●     Additional Strategies

●     Module4: Maximizing Effectiveness

●     Your Customer’s Psychological Needs

●     Handling Conflict

●     Handling Difficult Customer Behaviors

●     Stress Management

●     The Power of a Service Attitude

Who can Attend?

●     Support professionals from customer service centers, call centers, and support centers who want to refine their communication skills and learn Best Practices that can help improve customer experiences.

●     Individuals who are preparing for the HDI Customer Service Representative Certification exam.

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One Team Scavenger Hunt Adventure: Seattle

Posted by Kudos 365 Events • 11/17/2019 at 10:56PM Events See more by Kudos 365 Events
Nov 18 8:00 am – 6:00 pm Recommended Parking to Begin Adventure 2901 Western Ave Seattle, WA, 98121 View A Map to This Event View This Event

Puzzling Adventures™ are a cross between a scavenger hunt, an adventure race, and an informative self-guided tour. Each adventure consists of a series of locations that you are guided to where you are required to answer questions or solve puzzles to receive your next instruction. All you need is your own mobile device and an Internet connection.Young and old, individuals, families or friends. Participate in a group, as a couple, or individually. Create multiple teams and race each other. Almost all of our adventures are designed to be wheelchair and stroller friendly and all are carefully crafted to be entertaining and informative with something to appeal to all ages.Because our adventures are self-guided you can play any time on any day - no reservations required! Complete the adventure as quickly as possible to win first place or meander along smelling the roses. The goal is to have fun enjoying the sights, sounds, smells and tastes of the various locations you will visit.Price is per team, not per person. Groups can be any size but teams of 2, 3 or 4 work best.If you have any questions please visit the Help page on our web site at https://puzzlingadventures.com/faq.php FAQsWhat time does this start?You can start at any time of your choosing. We recommend going out during daylight hours. Duration averages around two hours to complete but location specific times can be found on our web site. What are my transportation/parking options for getting to and from the event?Each adventure will have a starting location that is usually a parking lot or parking garage. You may use the recommended parking, but it is not required. You will need to get to the suggested parking location to begin the adventure. What's the refund policy?We will accept all refunds as long as the adventure has not been started. Do I have to bring my printed ticket to the event?You will only need a mobile device with an Internet connection. All registration is done via our website and you will not have to check in with anyone before you start your adventure as the game is self-guided. 

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Posted by Kudos 365 Events • 11/17/2019 at 10:56PM Events See more by Kudos 365 Events

As an Entrepreneur or Business Owner,

What if you could have Affordable access to Attorneys, Business Consultants and Business Resources to Protect and Grow Your Business without HIGH hourly cost? 

We CAN help your business with any legal matter: UNLIMITED legal consultation, contract/document review, debt collection, trial defense service and more.


When a business owner doesn't have to worry about getting a bill every time they have a conversation with their provider lawyer or business consultant, they tend to call more often. 


Sarah Mitchell

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CJTC Firearms Certfication Course

Posted by Kudos 365 Events • 11/17/2019 at 10:56PM Events See more by Kudos 365 Events

Risk Solutions Unlimited

Firearms Training Solutions

Call Mick at (360) 319-3988 or RiskSolutionsUnlimited@gmail.com

Range Master: Joe Porras

Safety Officer:  Mick Jolly

 Need to carry a firearm in the commission of your duties? Let our team provide the solution.  Armed Security and Investigative service providers have more income opportunies and can often charge more than their unarmed competitors.  Furthermore, you will add a level of personal safety and comfort when conducting your work.

SERVICES PROVIDED:    8 hour Certification Program - Fulfills WA RCW 18.185.250 sec (8)

* Intro to the firearms certification 

* Choosing to carry a gun

* Use of less-than deadly force by a security guard, bail enforcement agent, or private investigator

* Use of deadly force 

* Escalation of the force continuum

* Totality of circumstances

* Duty to act

* Responsibilities after using force

* Criminal penalties for unlawful use of force

* Civil liability for use of force

* Shooting decisions 

* Safe gun handling

* Good sense tactics for the use of a firearm* Firearm loading and unloading

* Written test and firearms qualification


4 hour Re-Certification Program

* Refresher of Certification Program

* Recent updates or changes to WA state law

* Written test and firearms Qualification

Class sizes 16  participants. Prepayment required.  Cancellation or rescheduling fee: 50%.  All targets, and CJTC paperwork will be provided.

Bring the firearm you will qualify with, holster, magazine pouches, ammo, and dummy rounds (for the caliber of firearm you are qualifying with), hearing and eye protection, note taking materials, and appropriate clothing for range.  Don't forget to bring beverage, food or snacks that you may require.

8 hour certification program starts at 0800 Hours and is: $200.00 per student

4 hour Re-Certification program starts at 1100 Hours and is: $100.00 per student

Cost to add a firearm is: $75.00 per student/per gun

 For questions, or scheduling a class, please contact:  Mick Jolly (360) 319-3988

Nov 18 8:00 am – 7:00 pm Mercer Island Community & Event Center 8236 Southeast 24th Street Mercer Island, WA, 98040 View A Map to This Event View This Event

Mercer Island Gallery presents: Annual MIVAL Holiday Show October 28-December 13, 2019 FREE Artists Reception: Thursday, October 31, 6:30-8 pm

The Mercer Island Arts Council is excited to close the year with another MIVAL Holiday Show! Enjoy this annual favorite, which features jewelry, fiber arts, photography, pottery, handmade cards, and so much more crafted by local artists. Help us celebrate the artists with a free reception on Thursday, October 31, featuring live music by Rob Gregerson and light refreshments provided by the Arts Council and MIVAL.


Mercer Island Gallery

Mercer Island Community & Event Center

8236 SE 24th Street



Gallery Hours: 

  • Mon-Thu, 8 am - 7 pm 

  • Fri-Sat, 8 am - 5 pm 


The Mercer Island Gallery is one of two galleries programmed by the Mercer Island Arts Council in partnership with Mercer Island Parks & Recreation. Located at the Mercer Island Community & Event Center, 8236 SE 24th Street, this indoor space is open to the public and features new exhibits approximately every six weeks. Works of art are also for sale, with a portion of sales supporting Arts Council programs. Learn more at mercergov.org/mercerislandgallery.

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PMP Certification Training Class Seattle, WA

Posted by Kudos 365 Events • 11/17/2019 at 10:56PM Events See more by Kudos 365 Events

PMP Boot Camp Class in Seattle includes:

  • Pre-Class Study Guide
  • Satisfies 35 contact hours req’d by PMI
  • Online PMP Certification Simulator
  • 1000+ Practice Questions
  • In Class Exercises
  • 100% Exam Pass Guarantee
  • Lunch and Snacks Provided During Class

PMP Training Course Objectives:

  • Identify and overcome knowledge gaps
  • PMP Application process assistance
  • Increase comfort and ability with PMP Exam questions
  • Learn useful tips and tricks to increase comprehension
  • Learn and apply critical test taking strategies
  • Apply real world project management concepts
  • Complete PMP Certification preparedness

We would like to invite people who serve children ages 0 to 5 and their families in King County to join us at this FREE training. Led by Dr. Debra Sullivan, this training will explore Equity-Driven Approaches to Talking with Families about Their Child's Development. (Please note that these are the same one-day trainings, back-to-back. We ask that you only choose one date.)

Every culture has ideas, goals and expectations when it comes to child development and raising children. What does your culture tell you about child development? How does this impact your expectations of families?

Communicating information about child development to families improves with strong provider-family relationships. What strategies do you need to strengthen cross-cultural relationships with families? What strategies do you need to make development an expected and comfortable topic of conversation? Join us to work through these challenges and strategies with your peers!

This training can also be utilized when applying for Infant Mental Health Endorsement ®.

There are only 50 spots available to this training, with a maximum of five spots per organization/agency, so we recommend that you register soon. As these trainings are in high demand, we ask that if you need to cancel, please do so right away so other individuals get a chance to reserve a spot!

8:30 a.m. - Registration/Refreshments

9:00 a.m. - Session Begins

4:30 p.m. - Closing

Post-Training Support:

Agencies/organizations that send five (5) attendees to a large-group training are eligible for post-training support (technical assistance). 

  • Note: Post-training support will depend on the length and topic of the large-group training and determined on a case-by-case basis. If your organization is interested in post-training support, please email wfd@withinreachwa.org.


We are committed to making our trainings accessible to all, so please let us know if you require interpreting services or other ADA/Section 504 accommodations by indicating during check out. For help, contact wfd@withinreachwa.org.

Morning coffee/tea and lunch will be provided. We work hard to address dietary needs indicated in your registration, but if you have concerns please contact us at wfd@withinreachwa.org.

* We encourage bringing snacks to share and a personal water bottle.

Parking and Public Transportation: 

Parking is free, however carpooling is highly recommended! 

New Holly Gathering Hall is accessible by bus route 36. 

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Certified Advanced Scrum Master Training (A-CSM)

Posted by Kudos 365 Events • 11/17/2019 at 10:56PM Events See more by Kudos 365 Events
Nov 18 8:30 am – 11/19/19 5:00 pm Executive Inn by the Space Needle 200 Taylor Avenue N. Seattle, WA, 98109 View A Map to This Event View This Event

Certified Advanced Scrum Master Training (A-CSM®)

Taught by Scrum Alliance Certified Trainers (CSTs), the Advanced Certified ScrumMaster™ (ACSM) program is designed to build on your foundational knowledge. The course will provide an understanding of the enhanced skills required for the implementation of Scrum and Agile techniques within your organization and teams.

Topics covered:

  • Lean, Agile and Scrum
  • Agile Coaching
  • Service to the Organization
  • ScrumMastery
  • Service to the Product Owner
  • Service to the Development Team
  • Agile Facilitation


Learning Objectives

By the end of this course you will be able to:

  • Facilitate dialogue between the Product Owner, team members, customers, stakeholders, and executives.
  • Respond confidently when encountering resistance to change, lack of engagement, low motivation, and unavailability of key people.
  • Help your company adopt Scrum and support executives committed to Agile values.
  • Remove impediments that prevent long-term, deep adoption of Scrum and Agile practices by all parts of the business.
  • Explain the value of Scrum and Agile processes to skeptics.
  • Increase developer engagement to encourage greater accountability, commitment, and buy-in.
  • Extend the impact of Scrum throughout the organisation.
  • Scale Scrum and Agile beyond a single team.
  • Leverage your learning to gain recognition and status as the local Agile expert in your company.



To earn an Advanced CSM (A-CSM), you first must have an active CSM® certification with Scrum Alliance®. 


What You Receive

Two days of high-quality instruction from our Scrum Alliance Certified Path to CSP Educators. Also included are:

  • Course materials
  • Two years membership to the Scrum Alliance
  • Refreshments before and during the course are provided (for courses on our public schedule only)
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About the instructor: Brett Palmer, CST, CAL, PMP, PMI-ACP


Brett is an enterprise agile coach & trainer with more than 20 years experience with business process improvement & reengineering in technology, finance, manufacturing, healthcare, & entertainment, with a focus on end user training & product adoption. He developed award-winning online & instructor-led training solutions, & managed systems development, implementation, release coordination & deployments with globally-distributed teams. Previously coming from a traditional project management background, Brett is now a certified agile coach through ICAgile and leverages his background in Organization and Relationship Systems Coaching (ORSC) when helping with teams and enterprises navigate organizational change to lean-agile approaches. He currently holds the following certifications: Certified Scrum Trainer (CST), Accredited Kanban Trainer (AKT), Certified Agile Leader (CAL1), Project Management Professional (PMP), PMI Agile Certified Practitioner (PMI-ACP), SAFe Program Consultant (SPC & SPC4), Large-Scale Scrum (LeSS) Certified Practitioner, ICAgile Certified Professional - Agile Coaching (ICP-ACC), ICAgile Certified Professional - Agile Team Facilitation (ICP-ATF), Certified Scrum Professional (CSP), Certified Scrum Master (CSM), Certified Scrum Product Owner (CSPO), Certified Scrum Developer (CSD) and Certified Trainer of Training from the Back of the Room.


Brett is a founding co-organizer of Agile Coach Camp US West & heard regularly on the AgileCoffee.com podcasts and is a featured speaker & facilitator at Agile Alliance and Scrum Alliance conferences. Brett lives in Orange County, CA and spends his spare time at the beach, hiking trails, and composing neo-classical piano music.

Cancellation Policy:

Refunds will be issued for cancellations greater than 10 days from the start of the course. For cancellations 10 days or less from the start of the course, no refunds will be issued or changes allowed.

All classes are NOT guaranteed to make. Classes can be cancelled due to low enrollment or any unforeseen reason. AgilityIQ is not responsible for any kind of personal expense reimbursements due to cancelled classes. It is recommended that you contact us for course status before booking any travel or lodging accommodations. In the event a class is cancelled, all ticket holders are entitled to a full refund for their ticket purchase.

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