UpDate - Vol. 12, No. 5, Page 9
October 1, 1992
Employee development
Listed below are upcoming Employee Development workshops. In
addition to weekly UpDate listings, a complete Fall schedule with
accompanying articles was published as an insert in the August 20
UpDate. If you are interested in a copy for reference or to post,
please contact Employee Development at 831-8725 or use the form posted
on the EMC2 Employee-Development Bulletin Board.
Service Success!
The 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: Oct. 15
Time: 1 - 4:30 p.m.
Location: Kirkwood Room, Perkins Student Center
Deadline: Oct. 1
Audience: Salaried staff
Series 2: Effective Call Management
This program deals with telephone skills for effectively
servicing customers.
Date: Oct. 22
Time: 1 - 4:30 p.m.
Location: Kirkwood Room, Perkins Student Center (location
changed)
Deadline: Oct. 8
Audience: Salaried staff
Series 3: Listening Skills
Topics include blocks to listening, reading body language and
learning to paraphrase.
Date: Nov. 5
Time: 1 - 4:30 p.m.
Location: Kirkwood Room, Perkins Student Center
Deadline: Oct. 22
Audience: Salaried staff
Series 4: Questioning/Sorting
Class topics are learning to use open and close ended questions
effectively. Also included is instruction in sorting techniques.
Date: Nov. 19
Time: 1 - 4:30 p.m.
Location: Kirkwood Room, Perkins Student Center
Deadline: Nov. 5
Audience: Salaried staff
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: Dec. 3
Time: 1 - 4:30 p.m.
Location: Kirkwood Room, Perkins Student Center
Deadline: Nov. 12
Audience: Salaried staff
NEW! Hire Right
Development of skills to select the best candidate. Topics
include an overview of the laws and regulations governing fair
employment practices, analysis of the job function, creation of
effective, legal questions and interview techniques.
Date: Oct. 27
Time: 8:30 a.m. - 4:30 p.m.
Location: Blue & Gold Room, Perkins Student Center
Deadline: Oct. 13
Audience: Professional and salaried supervisory staff
Defensive Driving National Safety Council
This is 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." You may fill in the registration form and
send payment to Lynn Rimple, Employee Development, Academy Building.
Date: Oct. 24
Time: 8:30 a.m. - 4:30 p.m.
Location: 205 Kirkbride Hall
Deadline: Oct. 8
Audience: University employees and their dependents
Organization of the University of Delaware
Career development at the University of Delaware requires
extensive knowledge of how the various units within the University fit
together. Learn what different departments do, how they relate to one
another and their academic and administrative reporting lines.
Date: Oct. 29
Time: 8:30 a.m. - noon
Location: Blue & Gold Room, Perkins Student Center
Deadline: Oct. 15
Audience: University employees
Supervisor's Orientation to U.D. Personnel Policies and Procedures
Particularly beneficial for new supervisors of professional and
salaried staff, this workshop presents an overview of the contents of
the Personnel Policies and Procedures Handbook and the function of the
Employee Relations Office.
Date: Oct. 21
Time: 9 - 11:30 a.m.
Location: Kirkwood Room, Perkins Student Center (location changed)
Deadline: Oct. 6
Audience: Professional and salaried supervisory staff
NEW! Developing Leader Competencies
Frequently, non-supervisory professionals find themselves
convening a sub-committee, heading a taskforce or chairing a search
committee. By popular request, this class has been reconfigured to
accommodate the unique situation that occurs when one is asked to lead
a group over whom they have no formal authority. It is an advanced
level program in which participants examine the role of self
development, follower attributes and group behavior in the context of
leadership development. In addition, participants complete a self
assessment and elicit anonymous feedback from people they lead,
ranking the frequency with which they practice five leader
competencies.
Date: Nov. 12
Time: 8:45 a.m. - 5 p.m.
Location: Clayton Hall
Deadline: Oct. 22
Audience: Non-supervisory professionals
Course registration
To register for workshops use the printed form, complete the
e-mail form posted on the EMC2 Employee-Development Bulletin Board or
reply from UNIX newsgroup udel.employee.development to
Empldevreg@mvs.udel.edu, or call the registration hotline at 831-8725.
Participants will be notified of their enrollment by a course
confirmation letter approximately two weeks prior to the workshop
date.