Service delivery is part and parcel of every higher education professional’s job, both to improve service to students and to each other as “internal customers�. Until now higher education professionals have had to rely on books and training designed for the business sector. This book is the first to specifically address the needs of higher education professionals across a wide range of administrative functions within college and university environments. It is designed for administrative staff and management, ranging from professionals working in centralised functions such as student affairs and enrolment management, to those working as advisors or in career centres, whether in community colleges, four-year institutions, or for-profit institutions. Each chapter applies customer service principles to examples and scenarios that are relevant to higher education. The book begins by engaging the reader to define service and identify the external and internal customers who are recipients of that service. It then maps customer interactions into a series of steps and offers departments and individuals a tool to maximise the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery. 

Service delivery is part and parcel of every higher education professional's job, both to improve service to students and to each other as "internal customers". Until now higher education professionals have had to rely on books and training designed for the business sector. This book is the first to specifically address the needs of higher education professionals across a wide range of administrative functions within college and university environments. It is designed for administrative staff and management, ranging from professionals working in centralised functions such as student affairs and enrollment management, to those working as advisors or in career centres, whether in community colleges, four-year institutions, or for-profit institutions. Each chapter applies customer service principles to examples and scenarios that are relevant to higher education. The book begins by engaging the reader to define service and identify the external and internal customers who are recipients of that service. It then maps customer interactions into a series of steps and offers departments and individuals a tool to maximise the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery.

The purpose of this book is to offer higher education leaders, scholars, consultants, and observers a full range of strategy tools that can be applied to the higher education industry. This is accomplished by a) introducing new concepts and tools to give a comprehensive view of strategy making in higher education, beyond strategic planning, b) demonstrating the value of the concepts and tools through description and application for different types of institutions (universities, community colleges, for-profit colleges, etc.) and at different levels within institutions (institutional, college, department, etc.), and c) providing guidance on the appropriate uses of the various tools. The last point is especially important, as applying business- like principles to higher education often receives heavy criticism. The book helps readers decipher the appropriate uses of different strategy tools to the higher education industry, but the book also points out dangers and weaknesses. All of this is done within today's context of political, economic, demographic, and global realities.

The purpose of this book is to offer higher education leaders, scholars, consultants, and observers a full range of strategy tools that can be applied to the higher education industry. This is accomplished by a) introducing new concepts and tools to give a comprehensive view of strategy making in higher education, beyond strategic planning, b) demonstrating the value of the concepts and tools through description and application for different types of institutions (universities, community colleges, for-profit colleges, etc.) and at different levels within institutions (institutional, college, department, etc.), and c) providing guidance on the appropriate uses of the various tools. The last point is especially important, as applying business- like principles to higher education often receives heavy criticism. The book helps readers decipher the appropriate uses of different strategy tools to the higher education industry, but the book also points out dangers and weaknesses. All of this is done within today's context of political, economic, demographic, and global realities.

This clear and concise handbook is a tool that can help teachers improve their personal and professional relationships. Grounded in research from psychology, organizational management, human resources, and education, the book covers such critical topics as collegiality and peer interactions, personality and communication, conflict resolution, teamwork, leadership and leadership styles, working with supervisors, and the teacher's contribution to school improvement and classroom pedagogy. The author offers activities, questions, tools, and suggestions in each chapter to guide the reader through application of the material, and also provides a self-test and Teacher Assessment Profile that can be used both at home and at work. This book will be of interest to every educator, school administrator, and teacher leader charged with improving teacher morale and job satisfaction. It will also be an essential tool for every teacher who wants to combine classroom expertise with improved interpersonal skills for the benefit of both individual and professional learning.