Communicating Through Change: Leading Teams and Customers with Clarity and Confidence
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Program Description
Successful transformation, whether operational, technological, or cultural, depends on one thing above all else: communication. In times of significant change, leaders must balance strategy and empathy, ensuring that every message, decision, and adjustment keeps their teams and customers aligned toward a shared vision.
Explore how department leaders can stay focused on long-term goals without getting lost in day-to-day challenges. Learn how open, two-way communication—both internally and externally—builds trust, drives collaboration, and smooths the transition through major shifts.
Find out how to effectively interpret and respond to customer feedback, communicate progress across all levels, and remain flexible when adjustments are needed to ensure successful adoption. Gain practical insight to help your organization embrace change with confidence, transparency, and resilience.
Learning Objectives
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Learn to remain focused on the end goal and avoid getting lost in the day-to-day challenges during periods of paradigm-shifting change.
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Explore how internal and external bi-directional communication is paramount during all new process implementation phases.
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Discover why the most critical factor is the proper “translation” of negative customer feedback.
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Express the importance of flexibility, understanding that concessions will be necessary to improve the adoption of change.
Certification Points
Offers 1 Certification Point toward PTMP Application and PTMP and PECP recertification requirements. Points are available to those who attend the entire 60-minute webinar. Click here for more details.
Presented by
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Brian Favela, Ed.D, MBA Director University of South Carolina Brian Favela, a US Army Veteran and former medic and nurse at the White House, the Pentagon, and NATO, brings over 25 years of experience in customer service management. He holds a Doctor of Education and an MBA with an emphasis in Public Administration. Brian began his parking career in hospitality, consistently leading in customer satisfaction scores. He has managed major parking and transportation operations, including those at the Texas Medical Center, Louisiana State University, and the University of South Carolina. |
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Perry Eggleston, DPA, PTMP Senior Manager, Universities Modii Dr. Perry H. Eggleston has over 35 years of experience in the transportation and mobility industry. His career has centered on understanding human parking behavior and optimizing space utilization. Driven by a passion for learning and sharing ideas about mobility, he has worked with several organizations across the country. Most recently, he retired as the Executive Director of UC Davis Transportation Services and now serves as the Senior Manager for Modii, focusing on university partnerships. |
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Policies and Access to On-demand Learning
During webinars, the use of any AI or digital note-taking tools is prohibited to ensure the security of the webinar.
You will receive an e-mail reminder prior to the event with link to the session. You will also receive access to the on-demand recording through a follow-up e-mail from our Learning Management System.
Questions? Email professionaldevelopment@parking-mobility.org.
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