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.