Each year City Administration sponsors a retreat for the City's senior leadership team. The purpose of the retreat is to bring leaders together to enhance their leadership skills, network, and share ideas to continually improve customer service.

In March 2007, 98 leaders from the City Attorney, Construction Services, Economic and Community Development, Engineering, Finance, Fire, Human Resources, Internal Audit, Library, Mayor's Office, Planning and Zoning, Police, Public Utilities, Public Works, Recreation, and Support Services departments participated in the Break Through Conflict themed retreat. Drs. Susan and Peter Glaser, Glaser and Associates, facilitated an action-packed day of research-based techniques and models to resolve conflict.

"Conflict is something that makes us uncomfortable, however, the Glasers training at the Senior Management retreat gave us tested models that actually work. The day after we attended training, we had a sensitive situation occur at the library which normally would have been very tricky to deal with. I briefed one of our managers on the model, we rehearsed our approach, then applied the techniques in a personnel interaction. To our surprise, the conflict model actually worked and we were able to candidly discuss a situation with all parties leaving with a good understanding of our expectations." Pam Sandlian-Smith, Director, Library Services

"The Break Through Conflict training class, presented by Susan and Peter Glaser at the University of Phoenix, was one of the best training classes that I have ever attended. The two were virtually flawless in their exchange of dialogue with each other. The class was presented in such a way that allowed for the free exchange of ideas and open communication. I use what I have learned everyday not only in my professional life, but also in my personal life. I cannot thank the Glaser's enough for all the useful information they shared on how to handle delicate situations and how to respond to criticism, thanks again!" Joseph Piazza, Capital & Bond Fund Supervisor, Public Utilities Department

"The Leadership Seminar - Break Through Conflict Training - has given me more confidence as a supervisor. One thing it did was to reassure me that I'm not the only one who struggles in dealing with conflict. We all want to live our lives in peace and tranquillity, but of course, life's not like that! The training provided through the Glasers was entertaining and extremely applicable to the every day work environment. The group activities were designed to "put you in the drivers' seat", immediately using the techniques you had just been taught. These activities quickly revealed how the emotional anxiety of dealing with conflict could be diffused by knowing the right way to communicate. I know I have a long way to go, but I have found that by practicing what I learned, I can more easily handle situations that come up at work or with my family." Janice Tarbill, Computer Aided Drafting Technician Leader, Engineering Services Department.

Please contact Mike Russell, Senior Human Resources Analyst, by calling 561-494-1009 or emailing mrussell@wpb.org