orienting and training employees showing appreciation on a ...

1. Eric Cunningham Associate Dean Division of Adult Higher Education Columbia College ercunningham@ccis.edu Attitude is everything, pick a good one!

3. Foundations of Customer Service (CS)

4. Customer Service Committee Offspring Staff Association New Staff Orientation

5. Orientation & Training Directly related to staff morale. Improved morale is directly related to staff retention. Cost vs. Investment Real dollar cost for new employee recruitment. Staff time to recruit, hire & train new employee.

6. Orientation Primary cost of new employee orientation is staff time (see schedule). Involve leadership if possible. Keep each segment short to reduce loss of staff time. Real costs may include food, printing & mementoes. Highlight employee benefits. Cover in detail institutional organization.

7. Training Training & staff morale are directly related. Increased self-confidence. Enhanced productivity. Look first at internal resources to lower costs. Technology services Mental health professionals Faculty Alumni External trainers & training materials. Shop around. Costs can vary widely. Calculate cost per employee trained.

8. Staff Training Events Telephone Doctor Series (Nancy Friedman) Give �em the Pickle! (Bob Farrell) FISH Philosophy (Pike Place Fish Market boys) Change Management�Who Moved My Cheese? (Spencer Johnson)

9. Orientation & Training Activities Staff Integration Visits Job Shadowing

10. Staff Integration Visits Home Campus staff members visit extended campus locations. One college, school or department may visit another. Visit may be to a sister institution. Internal visits help to put a face to names, voices & email addresses. Travel time can be used for staff members to better get to know each other.

11. Staff Integration Visit Feedback What do you like best about working at Columbia College? �The thing I like best about being a part of Columbia College is the friendly, professional spirit that permeates the organization. It fosters a great sense of teamwork that benefits our biggest customer�.the student.� �I like working with friendly people who like their job. It is refreshing to work in a positive environment where everyone likes their job and there is no complaining.� �Columbia College is supportive of employees� plans to further their education and achieve their career goals. They promote from within the organization whenever they can and encourage employees to continue their education by helping to pay for it. Columbia College also is open to ideas from all staff about ways to better the institution. Other employers tend to only listen to Director level employees. All staff members are treated fairly and with respect.� �A great place to work. I have been amazed at the length the college goes to, to make the staff feel appreciated and part of the system. Everyone is so helpful and supportive. The desire to have the best customer service for the students is also impressive. The positive environment is awesome. I love to come to work.� We also ask�.What one thing would you change about Columbia College?

12. Job Shadowing 1-2 hours �shadowing� in other student service departments. Better understanding of how one�s own job duties interact with those in other offices. Increase the overall familiarity among staff members to foster a more collegial environment.

13. Showing Appreciation One-on-one, personal touch�.there is no substitute! Pat on the back for a job well done. Be quick to praise & slow to critique. Modest personal dollars are monies well spent. Staff recognition programs The proverbial two-edged sword. Approach with caution. There are few winners & many non-winners.

14. Appreciation Options Staff �breaks� Staff attend for roughly the time of a normal �break�. Food is essential. Activities are a plus (game, quiz, etc.) Prizes are icing on the cake. Departmental Showcases Used to teach others about the department. Recognizes each individual & highlights their contribution to the institution. Puts faces to names. They�re fun!

15. Customer Service �Breaks� Reward and show appreciation. Foster an atmosphere of workplace �fun�. Quarterly; seasonal or event themes. Winter Wonderland Break Wellness Break (massages, health snacks) Sundaes on Thursday (ice cream social) Be Sweet to your Heart (cholesterol &blood pressure screening; health snacks) No Whine & Cheese Party Who moved my office?

17. Appreciation Options Staff �breaks� Staff attend for roughly the time of a normal �break�. Food is essential. Activities are a plus (game, quiz, etc.) Prizes are icing on the cake. Departmental Showcases Used to teach others about the department. Recognizes each individual & highlights their contribution to the institution. Puts faces to names. They�re fun!

20. Appreciation Options Staff Retreats Need not be expensive. Off-campus is best, but not essential. Themes for discussion�latest hot issue. Team building games. External trainers & facilitators; pro bono Department �pot lucks�. Leader springs for main course or dessert. Small, thoughtful gifts.

21. Budget Items Orientation & Training Events Guest speaker fees Audio-visual media Transportation Refreshments Staff Appreciation Events Mementoes Refreshments Energy & creativity can overcome some budget shortfalls.

22. Eric Cunningham Associate Dean Division of Adult Higher Education Columbia College ercunningham@ccis.edu Attitude is everything, pick a good one!