UpDate - Vol. 15, No. 31, Page 7
May 9, 1996
Employee training

Asserting Yourself on the Job
     PASSIVE? ASSERTIVE? AGGRESSIVE? Which 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, July 16
     Time: Noon - 1:30 p.m.
     Location: 185 Graham Hall
     Deadline: July 11


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, July 23
     Time: 1:30-3 p.m.
     Location: 130 Hullihen Hall
     Deadline: July 18


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, June 6
     Time: 10:30 a.m.-Noon
     Location: 187 Graham Hall
     Deadline: May 31

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, June 13
     Time: 10:30 a.m.-Noon
     Location: 187 Graham Hall
     Deadline: June 6

Session 3: Effective Call Management/ Handling Difficult Situations
     This program deals with telephone skills for effectively
servicing customers as well as covering tips for dealing with
difficult people, delivering "bad" news and negotiating effective
agreements.
     Date: Thursday, June 20
     Time: 10:30 a.m.-Noon
     Location: 187 Graham Hall
     Deadline: June 13


Supervisory Modules
     This series of workshops is designed to enhance skills used
regularly in supervisory relationships. Participants should have at
least one to two years of supervisory experience. Employees attending
all three workshops will receive a Certificate of Completion from the
Office of Employee Services.

Session 1 Effective Communication and Listening Skills in Supervision
     Research indicates that being an effective communicator is one of
the most important skills for a successful supervisory career.
Listening is a critical communication skill for all people, especially
supervisors. This supervisory program teaches how to listen for
understanding and to assure 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: Wednesday, June 12
     Time: 10:30 a.m.-Noon
     Location: 187 Graham Hall
     Deadline: June 6

Session 2 Performance Appraisal for Supervisors
     This workshop is designed to enhance a supervisor's evaluation
skills through setting and communicating performance standards,
providing on-going feedback, documenting performance, and conducting
effective performance reviews.
     Date: Wednesday, June 26
     Time: 10:30 a.m.-Noon
     Location: 187 Graham Hall
     Deadline: June 20

Session 3 Problem Solving and Conflict Resolution Skills for
Supervisors
     This session examines the effect of conflict in the workplace and
the supervisor's role in its management. Conflict-resolution
strategies, methods to confront co-workers and ways to keep conflicts
from escalating will be reviewed. Join us to learn how to keep cool,
stand your ground and reach a positive solution.
     Date: Wednesday, July 10
     Time: 10:30 a.m.-Noon
     Location: 130 Hullihen Hall
     Deadline: July 3