Your personnel training proven techniques that work
Download
1 / 29

- PowerPoint PPT Presentation


  • 260 Views
  • Updated On :

Your Personnel Training – Proven Techniques that Work Michelle Stipp Manager of Policy and Training DeVry University Agenda Why is training important? Assessing the needs of your team. Developing the content. Delivering the material. Choosing the format. Measuring success.

Related searches for

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about '' - ostinmannual


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
Your personnel training proven techniques that work l.jpg
Your Personnel Training – Proven Techniques that Work

Michelle Stipp

Manager of Policy and Training

DeVry University


Agenda l.jpg
Agenda

  • Why is training important?

  • Assessing the needs of your team.

  • Developing the content.

  • Delivering the material.

  • Choosing the format.

  • Measuring success.


Why is training important l.jpg
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.


Assessing your team l.jpg
Assessing your team

  • Evaluate your team to determine where the gaps are

    • Financial aid knowledge?

    • Customer service?

    • Technology?



Content for new hires l.jpg

DV

Technology

Customer Service and Soft Skills

Student Finance

Content for New Hires


Content for seasoned pros l.jpg

DV

Technical

Customer Service and Soft Skills

Student Finance

Content for Seasoned Pros


Student finance something you should know l.jpg

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.)


What resources do i have l.jpg
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


Still more resources l.jpg
Still more resources…

  • Conferences

    • Review posted hand-outs for materials


Customer service and soft skills something you should do l.jpg

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


What resources do i have13 l.jpg
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


Customer service l.jpg
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”


Technology skills something you should use l.jpg

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


Tools for technology skills l.jpg
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.


Institutional knowledge something you should understand l.jpg

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


Institutional knowledge l.jpg
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?


As needed training topics l.jpg
“As Needed” Training Topics

  • Regulatory Updates

  • FAFSA Update

  • Financial Literacy

  • Policy and Procedure Updates

  • What else….



Making time when there isn t any l.jpg
Making Time When There Isn’t Any

  • Student Traffic Patterns

  • Divide and Conquer

  • Lunch and Learn

  • Staff Meetings


How devry does it l.jpg
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



Choosing the format l.jpg
Choosing the Format

  • Online training

  • One on one

  • Group session

  • Shadowing

  • Guest speaker


How devry does it25 l.jpg
How DeVry Does It

  • Online pre-training materials

  • Trainer-led sessions in a classroom

  • Hands-on training for systems

  • DVDs for customer service

  • Webinars


Keeping it interactive and fun l.jpg
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


Measuring success l.jpg
Measuring Success

  • Test on training content

    • Pre and Post

  • Inspect what you expect

  • Record and critique

  • End of training surveys

    • Participant and Manager



Contact information l.jpg
Contact Information

  • Michelle Stipp

  • mstipp@devry.com

  • 630-706-3167