RICHLAND, WA — Washington State University Tri-Cities' Cougar Tracks continuing education program is launching three new industry-aligned training workshops this spring and summer. The hands-on workshops for service excellence and change management are designed to equip professionals with the tools they need to thrive in today’s rapidly evolving economy. 

Michelle Hrycauk Nassif, director of Cougar Tracks said the workshops are a collaborative effort with local experts with support from regional partners.  “Thanks to the Port of Benton and Visit Tri-Cities each workshop reflects Cougar Tracks’ mission to foster industry collaboration and elevate workforce readiness across the Tri-Cities region.” 

Two of the workshops focus on increasing customer service skills for two different industries: tourism and hospitality, and winery tasting room staff and managers. The third is a full day immersive training on how to manage transformational change. 

• Hospitality That Shines: Tourism & Hospitality Service Excellence Workshop is sponsored by Visit Tri-Cities and Battelle and is offered free of charge. Attendees will gain concierge-level knowledge of Tri-Cities tourism assets and master techniques for service excellence, customer loyalty, retention, and regional tourism enhancement. Two sessions are available 9-11 a.m. or 2-4 p.m. on May 13 at the HAPO Center in Pasco. Complete the registration form to attend.

• Elevate Guest Experience: Wine Service Excellence Workshop is free for wine professionals in Benton County thanks to a partnership with the Port of Benton. Participants will work directly with award-winning facilitators—April Reddout, Michelle Vaughters, and Reggie Daigneault—on strategies to boost wine club conversions, elevate service excellence, and resolve guest challenges with confidence. The in-person workshop is from 12-4 p.m. on June 13 at the WSU Wine Science Center in Richland. Complete the registration form to attend.

• Lead Transformational Change: Cougar Tracks Change Architects is a full-day immersive workshop led by Wade Larsen, faculty member in the WSU Carson College of Business, director of workforce development for Wagstaff Inc., and owner of Optimal Talent Dynamics. The cost to attend is $1,295. Participants will gain tools to lead organizational change, foster team alignment, and develop innovation-driven business solutions. The program includes catered lunch, interactive activities, and business networking. Scholarships are available. It is being held 8:30 a.m. - 3:30 p.m. on June 4 in Room 120 in the Consolidated Information Center on the WSU Tri-Cities campus. Complete the registration form to attend.

Workforce training scholarships through the City of Richland and the City of Pasco are available to residents, employees and businesses in each city. 

For more information about WSU Tri-Cities Cougar Tracks visit the website.

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About Cougar Tracks 

Cougar Tracks at WSU Tri-Cities is the region’s premier provider of continuing education and workforce training. By leveraging faculty expertise and community partnerships, Cougar Tracks delivers flexible, high-impact programs that prepare learners across sectors—from hospitality to energy—to thrive in a dynamic workforce.