UpDate - Vol. 15, No. 14, Page 9
December 7, 1995
Employee training

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, the importance of self-development and
networking activities to growth as a supervisor.
     Date: Monday, Jan. 29
     Time: 1:30-4:30 p.m.
     Location: Kirkwood Room, Perkins Student Center
     Deadline: Friday, Jan. 19


Service Success!
     The customer service program, "Service Success!," is a three-part
series. Each session builds on the previous session's topics. A
certificate of completion will be awarded to individuals who complete
the entire program.

Session 1: Introduction to Customer Service
     Instruction includes defining the "education" customer,
discussion of service issues in the "education world," and learning
how customer perceptions influence situations.
     Date: Thursday, Jan. 4
     Time: 9-10:30 a.m.
     Location: Kirkwood Room, Perkins Student Center
     Deadline: Wednesday, Dec. 20

Session 2: Communication/Listening Skills
     Topics include effective use of open- and closed-ended questions,
information sorting techniques, blocks to listening, reading body
language and learning to paraphrase.
     Date: Thursday, Jan. 11
     Time: 9-10:30 a.m.
     Location: Kirkwood Room, Perkins Student Center
     Deadline: Friday, Jan. 5

Session 3: Effective Call Management/Handling Difficult Situations
     This program deals with telephone skills for effectively serving
customers, as well as covering tips for dealing with difficult people,
delivering bad news and negotiating effective agreements.
     Date: Thursday, Jan. 25
     Time: 9-10:30 a.m.
     Location: Kirkwood Room, Perkins Student Center
     Deadline: Friday, Jan. 19


Asserting Yourself on the Job
     Passive? Assertive? Aggressive? Which one are you? What are some
of the components of assertive behavior? Why is being assertive
especially important for women? What are some of the blocks to acting
assertively? Every day on our jobs-in dealings with co-workers,
supervisors, those whom we supervise, parents, students and
others-many occasions arise where assertive behavior could benefit us
in our communications. This workshop will answer your questions about
assertiveness and provide you with opportunities to discuss its
application in the workplace.
     Date: Tuesday, Jan. 16
     Time: noon-1:30 p.m.
     Location: Blue and Gold Room, Perkins Student Center
     Deadline: Friday, Jan. 5


Time Management
     This workshop will help you analyze your time usage in daily
planning and priority setting. Topics include conquering
procrastination and disorganization and managing multiple priorities.
Learn how to manage the telephone and other interruptions.
     Date: Tuesday, Jan. 23
     Time: 9:30-11 a.m.
     Location: Kirkwood Room, Perkins Student Center
     Deadline: Friday, Jan. 12


Supervising and Motivating Student Employees
     Supervising students in the workplace presents a unique
challenge. This workshop examines typical problems associated with
student workers and includes ways to help students improve their on-
the-job performance.
     Date: Tuesday, Jan. 9
     Time: 1:30-4:30 p.m.
     Location: Kirkwood Room, Perkins Student Center
     Deadline: Wednesday, Dec. 20


Resume Writing
     This workshop will review various types of resumes and will
provide guidelines on resume content and format. Participants will
receive personal assistance with writing or revising their resume.
     Date: Tuesday, Jan. 30
     Time: 1:30-3 p.m.
     Location: Kirkwood Room, Perkins Student Center
     Deadline: Tuesday, Jan. 23



                         Course Registration:

To register for Winter Session workshops, complete the e-mail form
posted on the EMC2 Employee-Development Bulletin Board, reply from
UNIX newsgroup udel.employee.development to Empldevreg@mvs.udel.edu,
or call the registration hotline at 831-8725.

                             Release time

Release time for an employee to participate in Employee Development
workshops may require supervisory approval. Supervisors should balance
workshop requirements with the employee's need for skill enhancement
and/or career growth. The University encourages supervisors to discuss
with interested employees release-time options for participating in
University-sponsored training programs.

                           Course enrollment

Enrollment in training programs is limited to preregistered
participants. Please register well in advance of the workshop dates.
Courses will be canceled if there is low enrollment.

                       Registration confirmation

Employee Development will notify employees of confirmed registration
within one week of the program date. Every effort is made to honor
program requests. If a workshop is full, additional interested
employees will be placed on a waiting list. If possible, additional
sessions will be scheduled. If a workshop is canceled, employees will
be enrolled in the next available session.

                             Cancellations

If an employee is unable to attend a workshop, he or she must call
Employee Services, at 831-2171, at least two business days before the
program. Payments for fee-required programs will be forfeited if a
cancellation is made without providing proper notification.

                         Consultation services

The Employee Training and Development staff members are available for
consultation to any University unit regarding specific organizational,
training, development and career planning needs. To arrange for an
appointment, interested individuals should contact Richie Holland at
831-2171.