Jun

20-22

Business Acumen for Emerging Leaders – Opportunity (Jun 20-22)

An intensive training for high potential managers and supervisors through exposure to broad perspectives of the utility business, its interrelationships and successful leadership strategies. This program is designed by a utility-driven Curriculum Development Team, and directed by facilitators, and executive and alumni mentors. Program sessions are hosted by member utilities and topics are presented by executives, subject matter experts and formal instructors. The first four sessions focus on leadership development, industry perspectives, customer connections, communications and strategic planning. The program includes a capstone project which is delivered to industry leaders at the WEI Annual Meeting. Participants build a broad peer network that continues well into their future careers.

General Details

Course Facilitator
Denise Wilcox, Director, CRM Strategic Solutions and Human Resources, New Mexico Gas Company

Program Location
San Diego Gas & Electric
SDG&E Energy Innovation Center
4760 Clairemont Mesa Blvd
San Diego, CA 92117

For more information contact Eric Christenson at 971.230.6984.

Session Three Theme
Customer + Communications

Session Objectives
• Learn how your and other companies segment their customers
• Articulate how your work touches customers
• Understanding different communication functions
• Build a communication plan to address an industry issue
• Speaker and presentation training
• Develop change management skills

Agenda

Monday, June 20

8:00 AM – 1:30 PM
Group Work Time Project Groups and Mentors
WEI has reserved a conference room at the hotel for project teams to work on their projects.

2:00 PM – 2:30 PM
Gather and Walk over to SDG&E Customer Operations Center

2:30 PM – 3:00 PM
Welcome to San Diego Gas & Electric and Perspectives on Leadership
Caroline Winn, Chief Energy Delivery Officer, San Diego Gas & Electric
• Personal leadership journey
• Characteristics she values in leaders
• Customer Services strategies

3:00 PM – 4:30 PM
Tour of Customer Contact Center and SDG&E Invited speakers
Danielle Miller, Customer Contact Center Manager, San Diego Gas & Electric
Speakers: Sandra Baule, Rate Reform Manager, San Diego Gas & Electric
Maricarmen Corum, Project Manager – Fire Preparedness Program, San Diego Gas & Electric
Ken Parks, Customer Generation Manager, San Diego Gas & Electric
The class will divide into two groups and each group will take part in a Tour of the Customer Contact Center and hear from three guest speakers on: managing and communicating a two-tiered rate structure; SDG&E’s fire preparedness program, and their rooftop solar interconnection process.

5:00 PM – 7:00 PM
Optional Dinner for Students and Mentors
Location TBD

Tuesday, June 21

7:00 AM – 8:00 AM
Breakfast at the Hotel
Your hotel reservation includes a negotiated breakfast for one at the Bistro Restaurant.

8:00 AM – 8:15 AM
Transportation to EIC
Meet in Lobby at 8:00 AM

8:15 AM – 8:30 AM
Day 2 Opening – Focus on Customers
Speaker: Denise Wilcox, Director, CRM Strategic Solutions and Human Resources, New Mexico Gas Company

8:30 AM – 10:15 AM
Segmentation Exercise
Speaker: Denise Wilcox, Director, CRM Strategic Solutions and Human Resources, New Mexico Gas Company
In groups we will share the results of the student homework exercise on how their organization segments their customers

10:15 AM – 10:30 AM
Break

10:30 AM – 11:00 AM
Customer Experience and Analytics
Speaker: Alex Kim, Director, Residential Services, San Diego Gas & Electric

11:15 AM – 11:45 AM
Customer Segments and Trends
Speaker: Lisa Davidson, Sr Director, Customer Services, San Diego Gas & Electric

11:45 AM – 12:15 PM
Tour Energy Innovation Center
EIC Facilitator
The San Diego Gas & Electric Energy Innovation Center is 1 of 10 buildings in the world to achieve double LEED Platinum certification. Platinum is the highest rating in the LEED – Leadership in Energy and Environmental Design – certification system of the U.S. Green Building Council.

12:15 PM – 1:00 PM
Lunch
Catered lunch will be served on the EIC Patio.

1:00 PM – 4:30 PM
Speak Like a Pro
Speaker: Joan Tremblay, MNLP, CHt, Tremblay & McLoughlin Seminars & Coaching
In business, knowledge and presentation go hand-in-hand. How you deliver your content and how you interact with your audience determines your impact as much if not more than what you deliver.

Tremblay & McLoughlin’s Speak Like a Pro training seminar reduces public speaking nervousness and increases your confidence and control of your subject matter. This highly effective presentation skills program combines the verbal and nonverbal aspects of delivery that increases your presentation’s impact, and provides best practices for content development.

4:30 PM – 5:00 PM
Commute back to Hotel

5:00 PM – 6:30 PM
Reception at Hotel
We invite SDG&E leadership to a reception in our appreciation of their support for the Business Acumen for Emerging Leaders program.
Reception sponsored by:
EY-01
7:00 PM – 8:30 PM
Group Dinner (Optional)
Location TBD

Wednesday, June 22

8:00 AM – 9:00 AM
Breakfast at the Hotel

9:00 AM – 9:15 AM
Transportation and Opening
Meet in Lobby at 9:00 AM

9:15 AM – 9:30 AM
Day 3 Opening – Focus on Communication
Speaker: Denise Wilcox, Director, CRM Strategic Solutions and Human Resources, New Mexico Gas Company

9:30 AM – 10:00 AM
Communication Strategy
Speaker: Frank Urtasun, Regional VP, External Relations, San Diego Gas & Electric

10:00 AM – 10:30 AM
Use of Social Media in Crisis Communications
Speaker: David Lawrence, Customer Communications Supervisor – Web/Social Media, San Diego Gas & Electric

10:30 AM – 10:45 AM
Break

10:45 AM – 11:00 AM
SDG&E External Communications Strategy
Speaker: Christina Ihrig, Dir Communications & Media Relations, San Diego Gas & Electric

11:00 – 11:15 AM
SDG&E Internal Communications Strategy
Speaker: Heidi James, Sr Employee Communications Manager, San Diego Gas & Electric

11:15 AM – 12:15 PM
Communications Workshop and Team Report-outs

12:15 PM – 1:00 PM
Catered Lunch

1:00 PM – 1:30 PM
Session Three Close and Session Four Expectations
Speaker: Denise Wilcox, Director, CRM Strategic Solutions and Human Resources, New Mexico Gas Company

1:30 PM – 3:00 PM
Group Work Time

Hotel + Travel

Courtyard San Diego Central
8651 Spectrum Center Blvd
San Diego, California 92123

Hotel reservations can be made online. A discounted rate of $165 per night, plus applicable taxes and fees, is provided for guests from 6/18 to 6/23. If you have any questions please email Eric Christenson.