Instructional Design for Employee Empowerment: Controlling the Conversation with Difficult Customers
with speaker Erin Higgenbotham, ATD Master Instructional Designer
Thursday Nov. 6th, 5:30 - 8:00 PM
at Washtenaw Community College
When employees face angry or abusive customers, they cannot do their job. Proper educational training support and policy change needs to be made to support employees. In this session, you will learn how Design Thinking influenced the creation of a new program that promoted employee empowerment when engaging angry or abusive customers.
Join us for dinner and learn how to:
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Apply a design thinking approach when creating advisor empowerment programs.
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Develop creative activities to support active employee learning.
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Implement an evaluation plan to measure the success of your new program.
Agenda:
5:30-6:15 Welcome and dinner (included with registration)
6:15-6:30 Welcome and opening remarks
6:30-7:30 Workshop
7:30-7:45 Q&A and Closing remarks
Location Details:
Washtenaw Community College - Morris Lawrence Building
Community Meeting Room ML 101
4800 E Huron River Dr, Ann Arbor, MI 48105
Registration Details: Ticket includes Dinner
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Ann Arbor Chapter Members: Advanced Registration $25 by Thursday 10/16/25, Regular Registration $35 beginning Friday 10/17/25
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Other ATD Chapters: Advanced Registration $35 by Thursday 10/16/25, Regular Registration $45 beginning Friday 10/17/25
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Student Members: $15
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Non-Members/Guests: $45
Please register by Wed. Nov 5th. All attendees (including guests) must register in advance so we can make final preparations.
Cancellations & Refunds:
Refund requests will be accepted in writing when emailed to finance@a2atd.org up to 5 pm the Friday before the event. Additional information is sent in the registration email.
About Our Speaker: Erin Higgenbotham
Erin is an Customer Experience (CX) Instructional Designer at General Motors, where she creates learning experiences for new hire onboarding and Enterprise initiatives. Prior to General Motors, she was an HR Learning Specialist at Domino's Pizza in Ann Arbor, and an Instructional Designer at Honda of America Manufacturing within the Technical Development Center in Ohio.
