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Quality service for frontline staff
Two days
| Target group: | Essential for all staff who are the first point of contact in units, departments or faculties, and relevant for all academic and professional staff. |
| Group size: | Maximum of 16 |
| Level 1-2 program: | Suitable for staff with limited experience, for staff wishing to refresh their skills or for more experienced staff. |
| Schedule: |
| Date: | Wednesday 22 July & Tuesday 28 July 2009 |
| Time: | 9:00am - 5:00pm |
| Venue: | Day 1: Devon Room, Level 1, 700 Blackburn Road, Clayton / Day 2: Golden Wattle Room, Staff Development, Level 3, Building 2, 195 Wellington Road, Clayton |
| Apply by: | Wednesday 15 July 2009 |
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| Cost: |
Monash Staff - $500
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| Catering: | Morning and afternoon tea provided |
| To apply: | On-line application form |
Overview
This is a course for staff in an interactive role wishing to learn or refine personal strategies for successfully achieving work satisfaction and a sense of personal achievement whilst handling high demand situations. The sessions involve self-insight (personal style and strengths, vocational suitability and stress) and the application of various communication skills. Assertion, clarification, listening, negotiation and resolution of differences are covered, and their role in participants' own situations. During the course, other related issues are discussed, such as handling stress and high workloads, maintaining job satisfaction, and dealing with personality differences. Participants are encouraged to bring to the course their most difficult and challenging service situations as well as other ongoing issues affecting their role.
Intended Outcomes
- A knowledge of personal style and strengths, communication methods, work suitability and values, sources of stress and potential solutions
- An understanding of how and why people behave differently and how to adapt to this
- Knowledge of first impressions and their impact
- Skills of assertion and negotiation, resolution of conflict, clarification and listening
- Methods for handling difficult, demanding or upset clients and relationships with other staff and managers
- Techniques for keeping a balance between work demands and personal satisfaction
- Strategies for maintaining self-esteem in a service role
Learning Approach
This course combines a mix of interaction and reflection, there are opportunities to discuss issues and concerns as well as trying out different approaches and skills. The structure is adapted to the styles and challenges of each group and offers an opportunity to step outside and examine sources of stress and their potential solutions as well as finding satisfaction and fulfilment.
Handouts
A booklet of notes will be provided.
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