UpDate - Vol. 12, No. 14, Page ED-2
December 10, 1992
Employee Development and Training
Employee workshops


University employees

Defensive Driving National Safety Council
     This eight-hour presentation of the National Safety Council's Driver
Improvement Program includes crash-avoidance techniques, rules of the road
and safe driving practices.
     Completion of the program by Delaware residents results in:
       (1) Three-point credit added to your driving record by
           satisfactorily completing the eight-hour Defensive Driving
           Course;
       (2) Insurance discount minimum of 10 percent each year for three
           years upon completing the course.
     Topics will include various crash-avoidance techniques based on the
standard accident prevention formula of professional drivers.
     NOTE: There is a $25 fee for this class. No telephone registration
will be taken for this workshop. Registration must be made by campus or
U.S. mail and accompanied by a check, made out to "Delaware Safety
Council."
     Send payment to Lynn Rimple, Employee Development, Academy Building.
     Date: Feb. 27
     Time: 8:30 a.m.- 4:30 p.m.
     Audience: University employees and their dependents

Advanced Defensive Driving
     "Coaching the Experienced Driver" is a program designed for the
individual who has had several years of driving experience, but who may
need to "freshen-up" his or her driving skills. The techniques presented in
this program have been developed over years of working with drivers on a
one-to-one basis.
     The program, through films, slides, discussion and individual work,
gives the driver important cues that can be used in daily driving to reduce
the number of "near misses" or actual accidents.
     It is a fast-paced program, presenting techniques that can assist the
well-motivated driver to drive like a "pro." Prerequisite: Participants
must have completed the basic Defensive Driving class to enroll in this
class.
     Employees who complete the program enjoy a 15 percent discount on
their insurance (not in addition to the 10 percent from basic Defensive
Driving).
     NOTE: There is a $25 fee for this class. No telephone registration
will be taken for this workshop. Registration must be made by campus or
U.S. mail and accompanied by a check, made out to "Delaware Safety
Council."
     Send payment to Lynn Rimple, Employee Development, Academy Building.
     Date: March 20
     Time: 9 a.m.- 2 p.m.
     Audience: University employees and their dependents

Performance Appraisals for New Employees
     These training sessions are designed to introduce new professionals
and salaried staff to the University's performance appraisal system. In
order for the performance appraisal to be effective, employees need to be
aware of their critical role in the evaluation process: identifying and
prioritizing their major job duties. They should also become familiar with
their supervisor's obligations and responsibilities as enumerated in the
University's Performance Appraisal Policy.
     Date: March 2
     Time: 8:30 - 10 a.m.
     Date: March 9
     Time: 1-2:30 p.m.

Salaried staff

Writing Business Correspondence
     The four-session program takes the skills learned in "Mastering
Correct English" and helps participants develop their ability to write
clear, concise and result-oriented messages.
     Particpants will receive a copy of Send Me a Memo, a handbook of model
memos.
     Date: April 19, 26
           May 3, 10
     Time: 9- 11:30 a.m.

Service Success!
     This customer service program, Service Success!, is a five-part
series. Each session builds on the previous session's topics. Certificates
of completion are awarded to individuals who complete the entire program.

Series 1: Understanding Customer Perceptions
     Instruction includes completing the Service Perceptions Questionnaire,
discussion of service issues in the "Education World," defining the
education "customer" and learning how customer perceptions influence
situations.
     Date: Jan. 28
     Time: 8:30 a.m.- noon

Series 2: Effective Call Management
     This program deals with telephone skills for effectively servicing
customers.
     Date: Feb. 11
     Time: 8:30 a.m.-noon

Series 3: Listening Skills
     Topics include blocks to listening, reading body language and learning
to paraphrase.
     Date: Feb. 18
     Time: 8:30 a.m.-noon

Series 4: Questioning/Sorting
     Class topics are learning to use open and close-ended questions
effectively. Also included is instruction in sorting techniques.
     Date: Feb. 25
     Time: 8:30 a.m.-noon

Series 5: Handling Difficult Customers
     This class will cover tips for dealing with difficult people,
delivering "bad" news and negotiating effective agreements. A goal setting
for personal improvement will conclude the program.
     Date: March 11
     Time: 8:30 a.m.- noon

Developing Your Career: A Self-Assessment Workshop
     Participants will analyze their talents, skills and abilities to
formulate career development plans using a variety of assessment exercises.
     For individuals who wish to define career goals and develop a
realistic plan. Self-assessment prework.
     Date: April 15
     Time: 8:30 a.m.- 4:30 p.m.

Forms and Recordkeeping II
     Participants will learn and practice the correct completion of the
following types of forms: Supplies and Expense, Exceptional Payroll and
Duplicating/Printing.
     Date: Feb. 17
     Time: 8:30 a.m.-noon

Introduction to University Forms and Recordkeeping
     This training program is designed for salaried staff who work with
common University forms. Through completion of various in-class exercises,
participants will create a reference manual for their professional use.
     Competency in administrating University forms is listed as a job
responsibility in the salaried staff career matrix.
     Date: March 17
     Time: 8:30 a.m.-noon

Professional and salaried supervisors

Management Communication: Listening
     Research on management development indicates that being an effective
communicator is one of the most important skills for a successful
management career. Listening is a critical communication skill for all
people, especially managers. This new supervisory program teaches how to
listen for understanding and to assure that the message sent and received
are the same. Evaluating non-verbal signals and the proper uses of
questioning techniques will also be covered.
     Special emphasis will be placed on practicing listening skills using
case studies drawn from participant experience. It is recommended that this
program be taken in conjunction with Coaching for Performance Improvement
(March 25).
     Date: Jan. 26
     Time: 8:30 a.m. - 4:30 p.m.

Coaching for Performance Improvement
     This workshop includes presentation of a coaching model, a brief
review of the listening skills covered in the Management Communications
class and practice incorporating feedback techniques into performance
discussions. Coaching is a vital management tool, especially in changing
environments, because it creates shared responsibility between the manager
and the employee and a joint commitment to problem solving and skill
development.
     Coaching encourages employee participation and the "buy in" necessary
to achieve management and organizational goals. Participants must have
attended Management Communications: Listening class.
     Date: March 25
     Time: 8:30 a.m.- 4:30 p.m.

Setting Standard and Objectives
     This program teaches supervisors how to establish measurable,
achievable standards to provide employees with performance direction,
criteria for evaluation and opportunities for development.
     Participants will develop a system for monitoring performance in a
fair and accurate manner. During training, participants will choose whether
to write standards or objectives, depending on the job description they
bring to class.
     Date: Jan. 27
     Time: 8:30 a.m.- 4 p.m.

Communicating Standards and Objectives
     This companion program to Setting Standards and Objectives addresses
the discussion between the supervisor and the employee. The training
program provides practice opportunities for supervisors to ensure their
employee understands and/or agrees with the performance criteria that will
be used to evaluate her or him. Participants must have attended Setting
Standards and Objectives and should bring their completed worksheets from
that class.
     Date: Feb. 24
     Time: 8:30 a.m.- 4 p.m.

Performance Appraisal for Supervisors
     The workshop is a must for new supervisors. It is designed to enhance
supervisors' evaluation skills through setting and communicating goal
setting for personal improvement.
     Date: Feb. 3
     Time: 8:30 a.m. -noon
     Date: Feb. 9
     Time: 1- 4:30 p.m.