8:15 to 9:00 a.m. Registration, Visit the Exhibits, and Continental Breakfast 9:00 to 10:15 a.m. Welcome and Keynote Address Creating Team: Breaking Down Barriers and Inspiring Change
Grand Ballroom

Alicia Tompkins, MetroAction Brian Hansbury, CANDO

A3: Exceeding Your Goals through Effective Donor Cultivation

It·s fashionable to talk about the team approach to your work, but in reality, how do you make that happen? Staff, managers, board members, volunteers, and, of course, the customers are all members of your team and each has, in some cases, competing motivations and "turf" to protect. In this session, we·ll address roles and expectations of team members, how to motivate people to play nice together, and how to influence and manage change Alice Ferris, MBA, CFRE, ACFRE & Jim Anderson GoalBusters, LLC

10:30 to 11:30 a.m. A1: Curb Appeal: Optimizing Personal Communications in a Professional Setting
Marco Polo

In a perfect world, wealthy donors would find out about your cause and then mail you a check. You'd never have to leave your office! Oh wait, you probably wouldn't have a job either...In the real world, contributors of all dollar amounts like to be "courted." They want you to develop a relationship with them before you ask for a gift. But how do you manage the cultivation process? What are creative ways to get potential donors involved with your cause? How do you explain to your boss that cultivation activities are important when he or she is asking, "Show me the money"? This session will help you exceed your fundraising goals by helping you diversify cultivation techniques to meet the desires of your donor, identify cultivation "roadblocks" and how to break through them, and develop ways to emphasize the importance of donor cultivation with management and boards. Alice Ferris, MBA, CFRE, ACFRE GoalBusters, LLC

People make snap decisions about you whether you like it or not! That·s why it·s critical that you understand the nuances of verbal and non-verbal communication in a professional setting. Whether it·s face to face, through letters, in email or by phone, you can make conscious decisions about how you would like to be perceived. Jim Anderson, GoalBusters, LLC

11:30 a.m. to 12:15 p.m. Grab Lunch, Visit Exhibits, How-To Sessions
How-To H1: (11:30 to 11:55 ± Theatre 1) Top 10 Things Small Biz Can Learn from Nonprofit (John Dawe, CFRE, The Dawe Group) How-To H2: (11:30 to 11:45 ± Theatre 2) Using Variable Data in Marketing (Dexter Loeble, Edwards Business Systems) How-To H3: (11:55 to 12:10 ± Theatre 2) Using Challenge Grants to Boost Direct Mail Returns (Barbara Vitcosky, Junior Achivement of NEPA, Inc.)

A2: Panel: Finding Funds for your Company
Parlor C Room

Come learn how the Greater Wilkes-Barre Chamber of Business and Industry has partnered with Hazleton's CANDO and Scranton·s MetroAction to offer small business financing programs in Luzerne County. Uses include start-up capital, small business dollars, land and building acquisition, construction, equipment, working capital, installation of pollution control equipment, and energy efficiency upgrades. Loan rates being offered currently range from 2 percent to 5 percent. Loans with various repayment terms are available in amounts up to $200,000. John L. Augustine III, Greater Wilkes-Barre Chamber

Lunch with the Purchasing Agents
Join us for lunch, meet with purchasing agents, learn how to be more effective with your purchasing efforts, and learn what large organizations look for in vendors and how their bidding and purchasing procedures. Moderator: Donna Sedor, Greater W-B Chamber Frank Knorek, Benco Dental Michael Hill, Trion Industries

Special Thanks to our FULL CONFERENCE SPONSORS cds creative, inc. | John Dawe Consulting Group


12:15 to 1:15 p.m. B1: Multi Channel Internet Marketing
Marco Polo

E-mail, Facebook, Twitter, Local Advertising, Banner Ads ² maximizing your Internet marketing budget means leveraging all the channels at your disposal to drive traffic, customers and revenue to your business. Learn the different channels of Internet marketing and how to create a plan to achieve your goals. Gregory Davis,

B2: Leadership: What¶s Conflict Got To Do With It?

The most valued employees in the 21st Century are masters of conflict resolution and creative problemsolving. To move up the business ladder in this complex, competitive world means having high level skills in emotional intelligence, and even better, in pattern awareness³ the confidence to see and to handle conflict quickly and easily. This is a must-have skill for all leaders and ´high potentialsµ. Dr. Lafair will address this topic with humor and engaging real life stories. Sylvia LaFair, Ph.D., Creative Energy Options

favorable customer service experience to go viral virtually the moment it happens. The Northeast PA Customer Service Consortium was formed by Frontier Communications, Penn State Wilkes-Barre, The Greater Wilkes-Barre Chamber and TMG Health in 2009 as a forum to promote world-class customer service best practices in our region and provide networking opportunities for professionals passionate about the customer experience. The experts on this panel will discuss today·s most relevant topics in customer service and answer your questions on how to create and execute a customer service strategy to delight your internal and external customers. Moderator: Karla Porter, Greater Wilkes-Barre Chamber Cheryl McCann, The Metz Group Sharon Furbur, Telerx Elena Kilpatrick, PA, Frontier Communications Katrina Domkowski, Solid Cactus Call Center, Inc.

C2: The Seven Key Elements to Own Your Niche in the Marketplace

B3: The Jedi Academy: Ask Anyone for Anything

People say "I could never fundraise" because they think they can't ask for the gift! Asking is never about forcing someone to do what they don't want to do: it's about helping a potential donor fulfill their philanthropic needs. How will you ´use the forceµ to understand which players will help and which will hinder your progress? We will provide tools to help you discover a donor's wishes, match the right asking strategy to your and the donor's personalities, overcome objections, and deal with the fear factor. Alice Ferris, MBA, CFRE, ACFRE & Jim Anderson Goalbusters, LLC

In this workshop we are going to cover SEVEN critical moving parts that you must focus on to optimize your business to achieve success. By understanding, mastering and focusing on these seven specific moving parts, you will see an increased in your bottom line. This power packed workshops will include: ‡ The mindset you must adopt if you want to be profitable with your business. ‡ The key question you must ask yourself that will allow you to make the most amount of money, in the shortest period of time. ‡ What to think about before you start selling your product in the marketplace and much, much more« Christine Donnolo, Luzerne County Community College

C3: The Velvet Rope: Creating a VIP Experience

1:20 to 2:20 p.m. C1: Panel: World Class Best Practices for Customer Service
Parlor C

Whether your business is B2B or B2C, today more than ever customer service is what distinguishes your brand. The technology of today has enabled a less than

Are your donors and volunteers suffering from special event fatigue? What they may be looking for is an event that makes them feel special. Learn how to create the VIP experience for your donors, volunteers and sponsors, whether you are hosting a formal gala or a family picnic. This interactive session will cover how to align your special event with your mission; how to identify your target audience(s) and what motivates them to participate; how to conduct an ´Event

Special Thanks to our FULL CONFERENCE SPONSORS cds creative, inc. | John Dawe Consulting Group


Makeoverµ; and how to implement creative ideas to make people feel special. Alice Ferris, MBA, CFRE, ACFRE & Jim Anderson GoalBusters, LLC

D3: Self-Defense for Nonprofit: Tools for Fundraising in Adverse Conditions - PART I

2:25 to 2:45 p.m.
Visit the Exhibits, How-To Sessions How-To H4: (2:25 to 2:40 ± Theatre 1) The First Step to Bank Financing for You or Your Business (Rick Drust, Franklin Security Bank) How-To H5: (2:25 to 2:40 ± Theatre 2) Using Quick Response (QR) Barcodes to Boost ROI (Lou Ciampi, Jr., Independent Graphics, Inc.)

2:45 to 3:45 p.m. D1: Panel: Human Resources and Employee Relations Best Practices
Parlor C

Most of us got into the nonprofit sector to support a cause and make a difference. We're generally collaborative in this sector, but we need to be prepared for those times when there is competition--for attention, for participants, for donors. How do you deal with these situations in a positive and effective manner? Discuss how to assess obstacles and their impact, coping mechanisms and strategies for handling potentially negative situations, and how to plan for crises and other difficult times. Alice Ferris, MBA, CFRE, ACFRE and Jim Anderson GoalBusters, LLC

4:00 to 5:00 p.m. E1: They¶re Talkin¶ About You: Reputation Management
Marco Polo

Designed for the non-HR manager, this panel brings four HR subject matter experts from various backgrounds and industries together to discuss the most effective and proven ways to deal with employee relations in the workplace and answer your questions. Whether you manage one associate or a large department, this team of human resource experts will answer your most pressing questions on everything from how to prevent favoritism and ensure fairness in the workplace to how deal with absenteeism and low productivity. Come prepared with questions for our expert panel. Moderator: Karla Porter, Greater Wilkes-Barre Chamber Elizabeth C. Leo, Esquire, Selingo Guagliardo, LLC Ed Evans, Evans HR Services, LLC Joan Logie, Kane Is Able Doug Hertel, DigitalBridge Communications.

Online reputation management is the act of monitoring, addressing or mitigating both search engine results and mentions of you, your company, and your brand in online media It involves tracking what is written you on the Internet, then utilizing sophisticated online and offline techniques in promoting positive and neutral content. Learn why monitoring your online reputation is important, how not doing so can hurt your bottom line, and ways to improve your ´digital reputation.µ Scott Carey, Sundance Vacations Jeff Stolarcyk, Solid Cactus

E2: The POWER! Panel: Career Advancement through Networking
Parlor C

D3: Developing a Marketing Strategy that Works!

Description Coming Soon Moderator: Luke Matthews, Director, POWER!

No matter how large or small your business may be, it must have an effective, concise and clearly defined marketing strategy. In this extremely powerful and informative seminar, you·ll learn how to market your business effectively ² and affordably. This seminar provides an overview of key concepts and tools in marketing --- culminating in the creation of your own marketing plan. Bob Stalbaum, Strategies for Success

E3: Self-Defense for Nonprofit: Tools for Fundraising in Adverse Conditions - PART II

Special Thanks to our FULL CONFERENCE SPONSORS cds creative, inc. | John Dawe Consulting Group


4:45 p.m. to 5:00 p.m. Special Reception for Nonprofits, including the presentation of AFP Northeastern Pennsylvania Outstanding Service Award.

John W. Dawe, CFRE will receive the Association of Fundraising Professionals (AFP) Northeastern Pennsylvania Chapter award for Outstanding Service to AFP. He has served on the Northeastern Pennsylvania Chapter Board for the Association of Fundraising Professionals since 2004 holding the positions of chair of the professional advancement committee, marketing chair, president elect, president, immediate past president, and secretary. Under his leadership the chapter·s visibility, programming, sustainability and service to the nonprofit community increased significantly. Dawe serves on the AFP International Committees on Directorship, Communication and Marketing, Professional Advancement, and External Relations. He is an AFP Master Teacher and frequent presenter and panelist, specializing in organizational planning, digital branding and communications. The CFRE Mentor/Scholar Program and the Chapter Professional Advancement model Dawe implemented for the Northeastern Pennsylvania chapter are now used as best-practice models for AFP Chapters throughout the world, and have been recognized in Advancing Philanthropy magazine. Dawe is President of Dawe Consulting, a full-service nonprofit and political consulting firm, and CEO of The Dawe Group, a creative services agency, both of WilkesBarre, Pa.

Mary Dolon, President, AFP Northeastern PA Chapter Carol Maculloch, CFRE, Past President, AFP NEPA Alice Ferris, ACFRE, AFP International Board of Directors

5:00 to 7:00 p.m. POWER! and The Woodlands Inn present THE Networking Mixer (Executive Lounge)
Executive Lounge, Lower Level

Special Thanks to our FULL CONFERENCE SPONSORS cds creative, inc. | John Dawe Consulting Group

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