2012 Northwest Clerks Institute (2322)

Professional Development I


We will kick off the week with an activity that will set a tone of fun, yet productive learning. This activity will build relationships for the week and model processes you can use when you return to your work setting.

The Role of Clerk

Explore the full spectrum of duties that are represented by the professionals we call clerks. This session will review the rich history of the clerk profession, as well as look to the future.

Customer Service

Learn the foundational principles of first-class customer service. This session will teach you how to clarify your customer’s expectations, see quality service through the customer’s eyes, resolve customer complaints, and introduce practical steps for working with customers whose expectations have not been met.

Legal Issues

This session provides an overview of current laws, revisions, rules and regulations that apply to the professional clerk. You will learn how to identify potential intended and unintended consequences of actions or inactions.

Records Management

Records are a most vital resource. They enable effective business decisions, ensure accountability, and protect the rights of the public. This course provides an overview of proven records management practices.

Jurassic Parliament

City Councils are required to use parliamentary procedure for their meetings, but many people feel unsure of the rules. In a fun, interactive workshop, learn the key elements of successful meeting management through the use of plastic dinosaurs. Learn the little-understood principles that make meetings fair and let everyone be heard. Practice making motions, amending them, voting and dealing with points of order, information and privilege in a non-judgmental and interactive role-play.


Trust is the foundation of all public agencies. This session raises awareness of your ethical responsibilities to fellow clerks, other employees, and the public. This course will enhance your knowledge of the foundations of ethics, discuss ethical approaches, and provide simple decision-making models.

Effective Business Writing and Writing Minutes and Meeting Notes

This session provides concise recommendations that help you reach your audience. Get an overview of how to layout memos, letters and other written communication pieces, including some changes in grammar that can make a big difference. Those who read meeting notes complain that minutes hide nuggets of action and decisions inside pages full of wordy, often useless text. In this session, you will learn how to condense meeting hours to minutes—minutes that meet the needs of today’s reader-in-a-rush.