MAPA/PAV Spring Workshop

April 15 * 9:00 AM - 2:00 PM

George Mason University 

MAPA and PAV are joining forces this year for the Spring Workshop. Members from both organizations will benefit from Cindy Campbell, IPI Senior Training and Development Specialist, teaching Tactical Communications.

The Tactical Communication courses provide attendees with concepts and techniques to neutralize and de-escalate customer conflict. Class discussions will include methods of dealing effectively with aggressive behaviors and angry customers. Attendees will also gain insights into how they may be perceived by customers and co-workers.      

Learning Objectives for Tactical Communications: In this course, you will learn how to:

• Understand the fundamental characteristics of professionalism
• Reduce customer complaints through effective communication strategies
• Use paraphrasing techniques as a communication tool
• Demonstrate active listening skills to better understand the customer
• Recognize potential stress inducing behaviors at work
• Identify inconsistencies in your communication style with customers and co-workers
• Strengthen your professional credibility  

Cindy Campbell, Senior Training and Development Specialist, IPI

Cindy Campbell, is a retiring associate director of the California Polytechnic  State University Police Department in CA. Her new position with IPI was created in response to membership requests for on-site training and development programs, beginning with modules focused on enhancing customer service and communications skills for agency frontline staff. Campbell will develop several new training modules to take into the field.  

With 35 years of experience in law enforcement, parking, and transportation services, Ms. Campbell has established herself as a leader within the parking and transportation industry. She applies her knowledge and experience in parking and circulation planning, parking program management, enforcement, adjudication, crisis communications and conflict resolution to develop and implement programs to enhance customer satisfaction and increase program revenues.

In addition to parking program responsibilities, Ms. Campbell has oversight of the University Visitor Center, Transportation Demand Management & Transit Programs, Events Planning & Management Services, Community Outreach Programs, and Business Services for the University Police Department. 

Ms. Campbell also serves as Immediate Past Chair of the Board of Directors for the International Parking Institute.  

Fee: MAPA Members: $50; Non-member: $60