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The Professional Development Series
is available to any employee with a commitment to
developing professional skills. For the fall of
2009, this series features Service Boosters, a
program designed to enable employees to move beyond the
goal of customer satisfaction to the development of
strong customer relationships. Successful
graduates of this program will receive a special
Service Boosters certificate and lapel button at the
conclusion of the series.
For the spring of 2010, participants
will take part in a highly interactive and engaging
examination of Workplace Diversity.
Successful graduates will receive a Workplace
Diversity certificate.
Employees planning to enroll in
either or both of these programs must plan to register
for and attend each offered session. On a
case-by-case basis, one absence may be allowed in the
event of unforeseen circumstances. |
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AP and
FSP Certificate Programs
UNC Asheville
has developed several certification programs to
encourage employees to develop core competencies and
meet professional goals. To receive certification as an
Administrative Professional
or
Frontline Service Professional,
plan to complete at least 8 eligible professional
development courses. For employees in the
Administrative Professional
track, look
for the “AP”
symbol following the course title. Employees in
the
Frontline Service Professional Track
should look
for “FSP.”
For additional information about these programs, or to
request a brochure, please contact the Professional
Development Team at 250-2343. |
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Service Boosters (Fall 2009)
AP, FSP |
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Title |
Description |
Date, Time, Location |
Registration |
|
Service Boosters Part 1: Taking Initiative to Meet
or Exceed Needs |
Typically, a service provider's job means reacting
to customers' needs. What can distinguish great
service from good service is a proactive approach --
taking initiative. The key to initiative is you.
You make choices as to how you will prepare yourself
and to what degree you will take responsibility for
meeting or exceeding customer expectations. |
9/3/09, 9 - 11 am, HU 104 |
 |
|
Service Boosters Part 2: Valuing Differences |
Unique combinations of styles, abilities and motivations
make us different from one another. Appreciating and
capitalizing on this differences in our leaders and
coworkers can contribute to a more productive and
satisfying workplace. Understanding the different
styles, abilities and motivations of your customers can
give you the ability to serve them better. |
10/1/09, 9-10 am, HU 104 |
|
Service Boosters Part 3: Listening -- More than
Hearing |
Did you know the words
"listen" and "silent" are made up of the same letters?
It's a good reminder that effective listening involves
being silent. But listening is more than paying
attention to what the other person is saying. With
"active" listening, you also will be finding out what
the customer feels and needs. |
11/5/09, 9-10 am, HU 104 |
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Service Boosters Part 4: Dealing with the
Out-of-Bounds Customer |
Although the percentage of
customers who are truly out-of-bounds is low, you
probably will encounter a few during your career.
This program will allow you to practice identifying
out-of-bound customers, handle the stress of dealing
with irate customers, and set boundaries for handling
future episodes. |
12/3/09, 9-10 am, HU 104 |
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Workplace Diversity (Spring 2010)
AP, FSP |
|
Title |
Description |
Date, Time, Location |
Registration |
|
Workplace Diversity Part 1: Introduction |
In addition
to an introduction of workshop participants, the agenda,
and group norms, this first session will bring into
focus the various manifestations of diversity that exist
among people. Participants will learn about the
evolution of cultural diversity work from the 1960s to
today and understand why diversity is such an important
topic in today's workplace. |
1/7/10, 9 - 11 am, HU 104 |
|
|
Workplace Diversity
Part 2: Stereotyping |
Our earliest
memories and experiences with the thoughts and
attitudes of others help to shape our own
preferences throughout our lives. These
old messages can sometimes influence our
unconscious reactions to and behavior toward
people who are different from ourselves.
This session focuses on how these "mental tapes"
are formed and the importance of moving beyond
the assumptions that result.
|
2/11/10, 9 - 10:30 am, HU 104 |
|
Workplace Diversity Part 3: A Class Divided |
Participants will view and discuss A Class Divided,
a groundbreaking film that tells the story of how
teacher Jane Elliott created a microcosm of society in
her third-grade class by creating superior and inferior
groups according to eye color. |
3/4/10, 9 - 10:30 am, HU 104 |
|
Workplace Diversity Part 4: The Impact of
Exclusion |
When people
are excluded from a group, they may feel alienation and
experience a lack of self-esteem and self-confidence
that results in a loss of motivation and organizational
loyalty. Through highly interactive exercises,
participants will examine the impact of exclusion and
discuss ways to provide a more inclusive workplace
environment. |
4/1/10, 9 - 10:30 am, HU 104 |
|
Workplace Diversity Part 5: The Elephant and
Giraffe |
Diversity goes beyond
inclusion. It encompasses an understanding of the
many dimensions of diversity and how a wide array of
skills and experiences help to make the organization
more effective and responsive to customer demands.
Though the use of the fable entitled The Elephant and
Giraffe, participant will discuss why diversity
means more than simply inclusion. |
5/6/10, 9 - 10:30 am, HU 104 |
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Workplace Diversity Part 6: Action Planning |
Workplace
Diversity participants will create a plan of action for
making the changes they identify as necessary for both
their own personal growth and to improve the way people
are treated in the work environment. |
6/3/10, 9 - 10:30 am, HU 104 |
