UpDate - Vol. 13, No. 4, Page 8
September 23, 1993
Employee development

     Listed below are the Employee Development classes offered this fall.
Early enrollment in a desired workshop will ensure a place in class. The
complete schedule of classes was published in the Sept. 9 issue of UpDate.
To receive a copy, call Employee Development at 831-2022 or send an e-mail
message to EmplDevReg@mvs.udel.edu.

Service Success!
     This customer service program, Service Success!, is a four-part
series. Each session build 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. 23
     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. 23
     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.-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.
     Date: Oct. 26
     Time: 8:30 a.m.-noon
     Location: Clayton Hall
     Deadline: Oct. 11
     Audience: Salaried staff

Supervisor's Orientation to 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: Sept. 29
     Time: 9-10:30 a.m.
     Location: Conference Room, Employee Development
     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 supervisory position within
six months. Employees will examine how the supervisory role differs from a
non-supervisory position, the effects of personal vs. positional power and
the importance of self development and networking activities.
     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).
     Note: There is a $25 fee for this class. No telephone registration
will be taken. 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, Academy Building.
     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 received
are the same. Evaluating non-verbal signals and the proper uses of
questioning techniques will also be covered.
     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 managers 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

Course registration
     To register for workshops, 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.