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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.
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