2020 Effective Supervisory Practices Session 4: Raising the Bar: Motivating Employees and Customer Service (Chapters 12, 16)

Recorded On: 10/15/2020

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Based on Chapters 12 and 16, this session discusses how good supervisors can motivate employees to become productive and fulfilled. Workplace satisfaction, in turn, is a key component in the ability of a team to deliver quality customer service. 

Discussion highlights:

  • Personality types and motivation
  • Six steps to promoting creativity and reducing bureaucracy
  • Customer service and its impact on public perception of local government
  • What do customers expect?
  • Establishing standards of service
  • How to deal with difficult customers

Michelle Poché Flaherty

Assistant City Manager, City of Redwood City, CA

With 30 years of government experience, Michelle Poché Flaherty has held senior executive positions in federal, state and local government. She served as Deputy Chief of Staff at the U.S. Department of Transportation; Deputy City Manager of Palo Alto, CA; and is currently the Assistant City Manager of Redwood City, CA.  Michelle is a certified executive coach, published author and instructor in leadership, and subject matter expert in organizational performance management. 

James Lewis

City Manager, Pismo Beach, CA

Jim Lewis became city manager of Pismo Beach on March 1, 2013. Prior to serving as city manager of Pismo Beach, Jim served as the assistant city manager and president of the office of economic development for the City of Atascadero. Prior to this role, Jim served as the assistant to the city manager for the City of Claremont. In both positions, Jim was successful in transforming downtowns and building pride and positive relationships amongst business owners, community groups, neighborhoods and the city.

Jim served as president of the Municipal Management Association of Southern California (MMASC) in 2001 and currently serves as the First Vice President of the League of California Cities City Manager’s Department ad as a Trustee of the California City Management Foundation.


10/15/2020 at 1:00 PM (EDT)   |  90 minutes
10/15/2020 at 1:00 PM (EDT)   |  90 minutes
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Recorded 10/15/2020
Recorded 10/15/2020
10 Questions  |  Unlimited attempts  |  8/10 points to pass
10 Questions  |  Unlimited attempts  |  8/10 points to pass
Evaluation Survey
15 Questions
1.50 ICMA CE credits  |  Certificate available
1.50 ICMA CE credits  |  Certificate available