<div dir="ltr"><h3 style="box-sizing:border-box;line-height:1.1;color:rgb(68,68,68);margin-top:0px;margin-bottom:10px"><font face="arial, sans-serif" size="2">Walking the Tightrope: Balancing Challenging Customer Interactions with Positive Guest Experiences</font></h3><p style="font-variant-numeric:normal;font-variant-east-asian:normal;font-stretch:normal;line-height:1.7em;box-sizing:border-box;margin:0px 0px 10px;color:rgb(51,51,51)"><span style="box-sizing:border-box"><span style="box-sizing:border-box"><span style="box-sizing:border-box;font-weight:700"><font face="arial, sans-serif">Wednesday, September 29, 2021</font></span></span></span></p><p style="font-variant-numeric:normal;font-variant-east-asian:normal;font-stretch:normal;line-height:1.7em;box-sizing:border-box;margin:0px 0px 10px;color:rgb(51,51,51)"><span style="box-sizing:border-box"><span style="box-sizing:border-box"><font face="arial, sans-serif">12:00noon – 1:00pm PDT</font></span></span></p><p dir="ltr" style="font-variant-numeric:normal;font-variant-east-asian:normal;font-stretch:normal;line-height:1.38;box-sizing:border-box;margin:0pt 0px;color:rgb(0,0,0)"><font face="arial, sans-serif">As COVID-19 uncertainty endures in our industry, it’s critical for front-line staff to know how to continue to deliver positive guest experiences. As health guidelines change and new protocols emerge, supervisors and managers can play a key role in helping front-line staff balance rule enforcement with a positive guest experience. </font></p><p dir="ltr" style="font-variant-numeric:normal;font-variant-east-asian:normal;font-stretch:normal;line-height:1.38;box-sizing:border-box;margin:0pt 0px;color:rgb(0,0,0)"><font face="arial, sans-serif"> </font></p><p dir="ltr" style="font-variant-numeric:normal;font-variant-east-asian:normal;font-stretch:normal;line-height:1.38;box-sizing:border-box;margin:0pt 0px;color:rgb(0,0,0)"><font face="arial, sans-serif">Join the BCMA and Go2HR for a webinar that will provide managers and supervisors tips on how to provide a supportive environment for your staff while navigating the ever-changing landscape of the pandemic. This session will cover the benefit of creating a customer journey map, discuss conflict resolution techniques, provide best practices for customer communication and give participants all the tools they need to create positive interactions for all. We will review tactics that you can implement immediately to support your team and create a positive workplace culture.</font></p><p dir="ltr" style="font-variant-numeric:normal;font-variant-east-asian:normal;font-stretch:normal;line-height:1.38;box-sizing:border-box;margin:0pt 0px;color:rgb(0,0,0)"><font face="arial, sans-serif"> </font></p><p dir="ltr" style="font-variant-numeric:normal;font-variant-east-asian:normal;font-stretch:normal;line-height:1.38;box-sizing:border-box;margin:0pt 0px;color:rgb(0,0,0)"><font face="arial, sans-serif">Bring your questions! We will have a lively Q+A session as part of this training.</font></p><p dir="ltr" style="font-variant-numeric:normal;font-variant-east-asian:normal;font-stretch:normal;line-height:1.38;box-sizing:border-box;margin:0pt 0px;color:rgb(0,0,0)"><font face="arial, sans-serif"><br></font></p><p style="font-variant-numeric:normal;font-variant-east-asian:normal;font-stretch:normal;line-height:1.38;box-sizing:border-box;margin:0pt 0px;color:rgb(0,0,0)"><font face="arial, sans-serif"><a href="https://members.museum.bc.ca/public/event/details/5cf1692f02e1f969838719585f0f665d815a308c/1" target="_blank">Register here!</a></font></p><p style="font-variant-numeric:normal;font-variant-east-asian:normal;font-stretch:normal;line-height:1.38;box-sizing:border-box;margin:0pt 0px;color:rgb(0,0,0)"><br></p><img src="cid:ii_ku5ncbiy0" alt="Social Media - Instagram (2).jpg" width="452" height="452"><p style="font-variant-numeric:normal;font-variant-east-asian:normal;font-stretch:normal;line-height:1.38;box-sizing:border-box;margin:0pt 0px;color:rgb(0,0,0)"><br></p><div><br></div>-- <br><div dir="ltr" class="gmail_signature" data-smartmail="gmail_signature"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div><p class="MsoNormal"><span style="color:rgb(102,102,102)">Lorenda Calvert<br>Programs Coordinator</span><u></u></p></div><div><p class="MsoNormal" style="margin-bottom:12pt"><font size="1">Pronouns: she/her. To learn why pronouns are important, click <a href="https://equity.ubc.ca/resources/gender-diversity/pronouns/" target="_blank">here</a></font></p><div><p class="MsoNormal"><span style="color:rgb(136,136,136)">The BC Museums Association office is located on the traditional, unceded lands of the </span><a href="https://vimeo.com/275788251" style="color:rgb(17,85,204)" target="_blank">Lekwungen</a><span style="color:rgb(136,136,136)"> peoples (Songhees and Xwsepsum Nations). We respect past, present, and future Indigenous stewards and recognize that we are uninvited guests on this territory.</span><br></p><a href="https://www.google.com/maps/search/675+Belleville+Street+%7C%7C+Victoria,+BC+%7C%7C+V8W+9W2+%0D%0A+%0D%0A+Office:+250?entry=gmail&source=g" style="color:rgb(17,85,204)" target="_blank"></a></div><a href="https://www.google.com/maps/search/675+Belleville+Street+%7C%7C+Victoria,+BC+%7C%7C+V8W+9W2+%0D%0A+%0D%0A+Office:+250?entry=gmail&source=g" style="color:rgb(17,85,204)" target="_blank"></a><div><p class="MsoNormal"><span style="color:rgb(136,136,136)"><u></u> <u></u></span></p></div><div><p style="margin-right:0cm;margin-bottom:1pt;margin-left:0cm"><span style="font-size:11pt;font-family:Arial,sans-serif;color:rgb(237,125,49)">BC Museums Association || 675 Belleville Street  || Victoria, BC || V8W 9W2</span><span style="font-size:11pt;font-family:Calibri,sans-serif;color:black"><u></u><u></u></span></p><p style="color:rgb(136,136,136);margin:0in 0in 1pt;font-family:Calibri,sans-serif;font-size:11pt"><span style="color:rgb(237,125,49);font-family:Arial,sans-serif;font-size:14.66px"><a href="http://www.museum.bc.ca/" style="color:rgb(17,85,204)" target="_blank">museum.bc.ca</a></span><font color="#888888"><span style="color:rgb(102,102,102);font-family:arial,sans-serif"><font face="arial, helvetica, sans-serif"><i><span style="color:rgb(80,166,132)"><br><br></span></i></font></span></font></p><p style="margin:0in 0in 1pt"><font color="#444444" face="arial, helvetica, sans-serif"><span style="font-size:14.6667px">The BCMA 2021 Conference will take place on October 7, 14, 21 & 28. <a href="https://museum.bc.ca/conferences-and-events/conference/" target="_blank">Find out more and register</a> today!</span></font><br></p></div></div></div></div></div></div></div></div></div>