2008 ESX Ops Management Program

Wednesday, 6/25/2008

NOTE: To access the overheads, click on the presenters' name.

9:00:00 AM- 10:15:00 AM
Course Title: S5 Conflict Resolution: Executive Coaching (Part 1 and Part II)
Description: Whether you consider yourself a beginner or an expert in the area of conflict resolution - you will leave this seminar with your own breakthrough in the area of resolving conflict. Maybe you are dealing with on-going employee complaints or tension between key employees. Perhaps you are at a loss for how to effectively approach someone about an unresolved issue. Wherever you are at with this subject – you will leave the seminar not only with a greater appreciation for what conflict resolution is, but also with the ability to make a difference - wherever you are.
Chuck Bothe, Licensed Psychologist/Executive Coach, Emerald City Executive Coaching

1:15:00 PM- 2:30:00 PM
Course Title: S15 Generation Y: Ready or not, here they come
Description: The objective of this presentation is to provide information about the Y generation. Attendees will better understand who this generation is and what makes them tick. We will explore how they will potentially impact the work environment and how, as an employer, you can create your own “survival guide” for addressing this new worker. Learn the generation gaps and differences. Understand work attitude and work ethic clashes. Become aware of how motivation impacts this group and the “engage me or enrage me” thought process. This session will help you prepare to embrace the upcoming work force and understand what changes may have to be made in your organization as you tap into this labor pool.
Sophie Gravel, Reliance Protectron, Inc.

2:45:00 PM- 4:00:00 PM
Course Title: S20 Exploring New Central Station Services for Additional RMR
Description: Central Stations and installing companies have many new opportunities available to generate recurring revenue and offer additional services to their customers. During this session each panelist will focus on a different recurring service. Topics covered will be fleet & asset tracking, medical monitoring & Independent Living, home incarceration and video monitoring. Panelist will discuss the scope of the market, hardware/software requirements, Central Station operational considerations and success stories.
Pam Petrow, Executive Vice President, Vector Security, Inc. and Dan Cerone, SureView Systems

4:15:00 PM- 5:30:00 PM
Course Title: S25 Measuring Central Station Operator Performance
Description: It has been observed many times in business literature that organizations “manage what they measure.” This business adage is very appropriate in the Central Station environment where operator hours are one of the highest expense categories and an area with high potential for improved performance and margin. Join industry professionals who will share what they measure, how they calculate and how this improves their ability to manage the Central Station workforce. Panelist presentations will be supplemented with audience participation which will allow the sharing of additional performance measurement techniques.
James Griggs (Stanley Security Solutions), Kevin Hardester (Interface Security), and Rick Drake (ABF Security Systems)

Thursday, 6/26/2008

8:30:00 AM- 9:45:00 AM
Course Title: S30 Team Building
Description: As organizations grow in size and the competition for business is tougher, the focus on teamwork becomes more important than ever. Managers and employees are finding great rewards in the customer satisfaction, increased productivity, and employee loyalty of a well functioning team. The teambuilding workshop will focus on: why we should be interested in teambuilding, differences between groups and teams, characteristics of effective teams, stages of team growth, overcoming dysfunctions in teams, hot to encompass teams in your strategy, resources available to assist, and suggestions to build a cohesive team. Group interaction will allow attendeed to share their best practices.
Laurie Mitchell, Director of National CMS, Siemens Building Technology

11:15:00 AM- 12:30:00 PM
Course Title: S35 False Alarms and Signal Management
Description: Become informed on the latest in false alarm management programs being implemented in agencies across the company. In addition, we will discuss techniques to reduce signal traffic in your central station which in turn reduces phone line costs, operator time and customer dissatisfaction. Proven techniques will be reviewed for implementing ECV, SCV, and getting your operators, technicians and sales staff involved in reducing unnecessary alarm traffic.
Patricia Killian, False Alarm Program Manager, Vector Security, Inc. and Stan Martin, Executive Director, SIAC

1:30:00 PM- 2:45:00 PM
Course Title: S40 Is Your New Hire Training Program Enough?
Description: Once a new-hire has completed training and entered your operations floor, you must find ways to continue their growth above and beyond the knowledge they gain working through different and unknown situations. This presentation will address the continued training and development of central station operators. Motivation, incentives and new ideas will be shared in growing your team far above the new-hire training class without the years of experience behind them.
Mary Jenby, Director of Central Station, Monitronics Security, Inc.