UpDate - Vol. 13, No. 2, Page EMPDEV 2
September 9, 1993
Employee Development and Training
Employee Workshops
Employee Development
Service Success!
This customer service program, Service Success!, is a four-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: Sept. 28
Time: 8:30 a.m.- noon
Location: Clayton Hall
Deadline: Sept. 13
Audience: Salaried staff
Series 2: Telephone Techniques
This program deals with telephone skills to effectively service
customers.
Date: Oct. 5
Time: 8:30 a.m. - noon
Location: Kirkwood Room, Perkins Student Center
Deadline: Sept. 20
Audience: Salaried staff
Series 3: Listening Skills
Topics include blocks to listening, reading body language and learning
to paraphrase.
Date: Oct. 19
Time: 8:30 a.m. to noon
Location: Kirkwood Room, Perkins Student Center
Deadline: Oct. 4
Audience: Salaried staff
Series 4: Handling Difficult Customers
This class will cover tips for dealing with difficult people,
delivering "bad" news and negotiating effective agreements. Learning to use
open- and close-ended questions and sorting techniques effectively will
also be included. A goal-setting session for personal improvement will
conclude the program.
Date: Oct. 26
Time: 8:30 to noon
Location: Clayton Hall
Deadline: Oct. 11
Audience: Salaried staff
Supervisor's Orientation to Policies and Procedures
Date: Sept. 29
Time: 9-10:30 a.m.
Location: To be announced
Deadline: Sept. 17
Audience: Professional and salaried supervisory staff
Introduction to Supervision
This program is for new supervisors with less than one year of
experience and those preparing to move into a supervising position within
six months. Employees will examine how the supervisory role differs from a
non-supervisory position, the effects of personal power vs. positional
power and the importance of self-development and networking activities to
growth as a supervisor.
Date: Oct. 6
Time: 8:30 a.m. - noon
Location: Kirkwood Room, Perkins Student Center
Deadline: Sept. 22
Audience: Professional and salaried supervisory staff
Defensive Driving
The eight-hour presentation of the National Safety Council's Driver
Improvement Program includes crash-avoidance techniques, rules of the road
and safe driving practices. Satisfactory completion of the program by
Delaware residents results in a three-point credit added to an individual's
driving record and an insurance discount (minimum of 10 percent each year
for three years).
Topics will include various crash-avoidance techniques, based on the
standard accident prevention formula developed by professional drivers.
Note: There is a $25 fee for this class. No telephone registrations
will be taken for this workshop. Registration must be made by campus or
U.S. mail and be accompanied by a check, made payable to "Delaware Safety
Council."
Send payment to: Employee Development
Date: Oct. 9
Time: 8:30 a.m.- 4:30 p.m.
Location: 206 Kirkbride Lecture Hall
Deadline: Sept. 24
Audience: All University employees and their dependents
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 ensure that the message sent and what is
received are the same. Evaluating non-verbal signals and the proper uses of
questioning techniques also will be covered.
Special emphasis will be placed on practicing listening skills, using
case studies drawn from participant experience.
Date: Oct. 14
Time: 8:30 a.m.-4:30 p.m.
Location: Kirkwood Room, Perkins Student Center
Deadline: Sept. 29
Audience: Professional and salaried supervisory staff
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.
This session is ideal for individuals who wish to define career goals and
develop a realistic plan. The course demands some self-assessment in
advance.
Date: Oct. 20
Time: 8:30 a.m. - 4:30 p.m.
Location: Kirkwood Room, Perkins Student Center
Deadline: Oct. 6
Audience: Salaried Staff
NEW! Writing with Confidence
This two-part course is designed for professionals who regularly write
memos, letters and reports. In addition to reviewing grammar and
punctuation issues, the course will focus on effective writing techniques.
These will include determining the audience, keeping the reader interested,
generating accurate information, choosing the appropriate style, staying on
the subject, building confidence and writing concisely.
Dates: Oct. 22 and 29
Time: 8:30 a.m.- noon
Location: Kirkwood Room, Perkins Student Center
Deadline: Oct. 8
Audience: Professional staff members
Mastering Correct English
A four-session workshop to improve basic knowledge of grammar,
punctuation, sentence structure and English usage.
Dates: Oct. 27 and Nov. 3, 10 & 17
Time: 9 a.m. - 11:30 a.m.
Location: Williamson Room, Perkins Student Center
Deadline: Oct. 13
Audience: Salaried staff
Setting Standards 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: Nov. 4
Time: 9 a.m.-4 p.m.
Location: Williamson Room, Perkins Student Center
Deadline: Oct. 21
Audience: Professional and salaried supervisory staff
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 the
employee understands and/or agrees with the performance criteria that will
be used to evaluate him or her. Participants must have attended Setting
Standards and Objectives and should bring their completed worksheets from
that class.
Date: Nov. 11
Time: 9 a.m. - 4 p.m.
Location: Williamson Room, Perkins Student Center
Deadline: Oct. 28
Audience: Professional and salaried supervisory staff
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.
Date: Nov. 9
Time: 8:30 a.m. - noon
Location: Clayton Hall
Deadline: Oct. 26
Audience: Salaried staff
Course registration
To register for workshops, complete the form in this supplement. You
also may use the e-mail form posted on the EMC2 Employee-Development
Bulletin Board or reply from the UNIX newsgroup udel.employee.development
to Empldevreg@mvs.udel.edu. Individuals may also 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.
Labor Relations
Coping with Losses
There are joys and sorrows, beginnings and endings. How well do we
accept and work through the losses in our lives? These setbacks can be a
death of a loved one, divorce, loss of a job or a move to a new location.
There is a commonality in coping with all losses-the grieving process.
Understanding the process makes the road to recovery a little easier.
Presenter: Linda Wills, M.S.Ed., has a private practice in Newark and
is a bereavement coordinator and counselor at Children's Hospital in
Philadelphia. Wills will present a three-part "Lunch and Learn" program
entitled "Coping with Losses." She also will speak on the use of a model of
empowerment to move toward healing after losses.
Dates: Oct. 4-6
Time: 12:10-1 p.m.
Location: Collins Room, Perkins Student Center
Deadline: Sept. 28
Contact: Jean Pasapane, 831-2414
Up in Smoke
Smoking can produce some of the most harmful effects on the body. It
is not only a bad habit, but it also is extremely abusive to one's health.
Anyone who has wanted to stop smoking but who has been unable to make the
adjustment should learn the methods to say "no" and start a healthy
attitude.
Presenter: American Cancer Society representative
Date: Nov. 3
Time: 12:10-1 p.m.
Location: Collins Room, Perkins Student Center
Deadline: Oct. 28
Contact: Jean Pasapane, 831-2414. Confirmation will be made via
telephone.
Stress management
Learning to cope with stress is the greatest gift you can give
yourself. December is an especially stressful period with final exams and
the holiday season. The memory of a deceased loved one also can be
especially difficult during the holiday time. Learn how to identify
stressors and some important techniques on how to manage stress.
Presenter: Charles Beale, associate director, University's Center for
Counseling and Student Development
Date: Dec. 1
Time: 12:10-1 p.m.
Location: Collins Room, Perkins Student Center
Deadline: Nov. 29
Contact: Jean Pasapane, 831-2414. Confirmation will be made via
telephone.
Women's Affairs
Looking for child care?
The University has two options for employees seeking child care.
Child Care Connection offers a free personalized resource and referral
program. University employees may call the Child Care Connection-at
479-1688 in New Castle County or 672-0505 in Kent and Sussex counties-from
8:30 a.m.-4 p.m., Mondays through Fridays, to receive help in finding a
licensed child-care provider.
The University also has a cooperative arrangement with Girls Inc.
Child Care Center in Newark. The center holds 50 percent of its slots for
children of University employees with a 10 percent discount over and above
the existing sliding scale. Girls, Inc. offers infant care, child care,
before- and after-school care and summer camp. Call 292-0425 for more
information.
For further help with child-care questions, call Liane Sorenson or
Donna Tuites in the Office of Women's Affairs, telephone 831-8063.