Your Personnel Training – Proven Techniques that Work - PowerPoint PPT Presentation

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  1. Your Personnel Training – Proven Techniques that Work Michelle Stipp Manager of Policy and Training DeVry University

  2. Agenda • Why is training important? • Assessing the needs of your team. • Developing the content. • Delivering the material. • Choosing the format. • Measuring success.

  3. Why is training important? • Your team is your greatest asset. • Help you “do more with less.” • Provide a path to student satisfaction. • Assist in compliance and consistency. • Identify and develop your successor.

  4. Assessing your team • Evaluate your team to determine where the gaps are • Financial aid knowledge? • Customer service? • Technology?

  5. Developing the content

  6. DV Technology Customer Service and Soft Skills Student Finance Content for New Hires

  7. DV Technical Customer Service and Soft Skills Student Finance Content for Seasoned Pros

  8. DV Technical Customer Service And Soft Skills Student Finance Student Finance Something You Should Know… • Overview of Aid Programs • Scholarships / Grants • FAFSA / PINs • Lenders / MPNs • Initial Contact • Financial Aid Advising • Loan Entrance / Exit Counseling • Loan Default Remediation • Making A Payment • Holds • Disbursements / Refunds • COLL148/PSYC 307 • Tuition • Return of Title IV • Packaging / Cost of Attendance • EDUCARD® • Verification • Affordability • Unique Population Needs (e.g., HS, Military, International, etc.)

  9. What resources do I have? • NAFSAA CORE Materials -- $200/$500 • IFAP – FSA Coach • Post Assessments with Certificate of Completion • USA Funds – Online University • Pre and Post Assessments • TG – Financial Aid for Rookies (FAR) • Final Quizzes • EdFund – eLearning Modules

  10. Still more resources… • Conferences • Review posted hand-outs for materials

  11. DV Technical Customer Service and Soft Skills Student Finance Customer Service and Soft SkillsSomething You Should Do… • Super Service • Phone Etiquette • Escalation Paths • Building Trust / Rapport • Retention / Resumes • Sales / Selling • Call Monitoring / Quality • Consultative Interactions • Dealing With Irate / Difficult People • Listening Skills • Problem Solving • Managing Phone Interactions • Documenting Contacts

  12. What resources do I have? • Conference sessions • Ask your Human Resources Department • Chat with your friends in Admissions • USA Funds Webcasts • January-February 2010 • Find a good book

  13. Customer Service • Books: • Customer Service in Financial Aid • Super Service by Jeff Gee • Inside the Magic Kingdom by Tom Tom Tom Connellan • Videos: • “FISH! Philosophy” • “Simple Truths of Service” • “Give ‘Em the Pickle”

  14. DV Technology Customer Service And Soft Skills Student Finance Technology SkillsSomething You Should Use… • Phone Usage • Taking Inbound Calls • Making Outbound Calls • PC / Network Logon’s • Knowledge Base • Online Budget Worksheet • ProSAM • OSS • OSCAR • ELM • NSLDS • RightNow • Email

  15. Tools for Technology Skills • Who are your Subject Matter Experts? • Training materials from providers • NSLDS, ELM, Banner, Datatel, etc. • Possible conference sessions • Leverage the knowledge of other campus departments • Information Technology, Telephony, etc.

  16. DV Technical Customer Service And Soft Skills Student Finance Institutional KnowledgeSomething You Should Understand… • Intro to DeVry • DeVry Vision & Values • Organizational Structure • DeVry Admissions Process • DeVry Student Finance Process • Our Students • Registration • Programs • Plans of Study • Terminology

  17. Institutional Knowledge • Your school’s website • Your catalog • Other departments • Admissions, Academics, Student Affairs? • What is important for your staff to learn? • Mission, History, Structure, Values, Students?

  18. “As Needed” Training Topics • Regulatory Updates • FAFSA Update • Financial Literacy • Policy and Procedure Updates • What else….

  19. Scheduling the Training

  20. Making Time When There Isn’t Any • Student Traffic Patterns • Divide and Conquer • Lunch and Learn • Staff Meetings

  21. How DeVry Does It • New Hire Training – 2 weeks • Opportunity Training – 1 week • Campus Visits – 3-4 days • “As needed” trainings via webinar • Typically four sessions to cover all time zones

  22. Delivering the Material

  23. Choosing the Format • Online training • One on one • Group session • Shadowing • Guest speaker

  24. How DeVry Does It • Online pre-training materials • Trainer-led sessions in a classroom • Hands-on training for systems • DVDs for customer service • Webinars

  25. Keeping it interactive and FUN • Role Plays • Customer Service/Institutional Knowledge • PB and J • Customer Service • Scavenger Hunt • Technology • Policy Search • Student Finance Knowledge • TV Game Shows

  26. Measuring Success • Test on training content • Pre and Post • Inspect what you expect • Record and critique • End of training surveys • Participant and Manager

  27. What questions do you have?

  28. Contact Information • Michelle Stipp • mstipp@devry.com • 630-706-3167