Creating A Service Culture In Higher Education Administration PDF Download
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Author | : Mario C. Martinez |
Publisher | : Taylor & Francis |
Total Pages | : 142 |
Release | : 2023-07-03 |
Genre | : Education |
ISBN | : 1000980111 |
Download Creating a Service Culture in Higher Education Administration Book in PDF, ePub and Kindle
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, for their professional development, 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 centralized functions such as student affairs and enrollment management to those working as advisors or in career centers, whether in community colleges, four-year institutions, or for-profit institutions.Each chapter applies customer service principles to 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 maximize the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery. Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com.
Author | : Mario Martinez |
Publisher | : |
Total Pages | : 116 |
Release | : 2013 |
Genre | : EDUCATION |
ISBN | : 9781461951933 |
Download Creating a Service Culture in Higher Education Administration Book in PDF, ePub and Kindle
Author | : Heath Boice-Pardee |
Publisher | : |
Total Pages | : 198 |
Release | : 2018-06-04 |
Genre | : Electronic books |
ISBN | : 9781948658034 |
Download Elevating Customer Service in Higher Education Book in PDF, ePub and Kindle
Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS "Elevating Customer Service should be read by every administrator who cares about retention and service excellence." - Neal Raisman, N. Raisman & Associates "In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity." - Bill Destler, President Emeritus, Rochester Institute of Technology "How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators." - David DeCenzo, President, Coastal Carolina University "This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students." - Jim Pillar, Associate Vice President of Housing, Monmouth University "This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider." - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick
Author | : Tamara Bertrand Jones |
Publisher | : Taylor & Francis |
Total Pages | : 101 |
Release | : 2023-07-03 |
Genre | : Education |
ISBN | : 1000979458 |
Download Pathways to Higher Education Administration for African American Women Book in PDF, ePub and Kindle
For Black women faculty members and student affairs personnel, this book delineates the needed skills and the range of possible pathways for attaining administrative positions in higher education.This book uses a survey that identifies the skills and knowledge that Black women administrators report as most critical at different stages of their careers as a foundation for the personal narratives of individual administrators’ career progressions. The contributors address barriers, strategies, and considerations such as the comparative merits of starting a career at an HBCU or PWI, or at a public or private institution.Their stories shine light on how to develop the most effective leadership style, how to communicate, and the importance of leading with credibility. They dwell on the necessity of listening to one’s inner voice in guiding decisions, of maintaining integrity and having a clear sense of values, and of developing a realistic sense of personal limitations and abilities. They illustrate how to combine institutional and personal priorities with service to the community; share how the authors carved out their distinct and purposeful career paths; and demonstrate the importance of the mentoring they received and provided along the way. A theoretical chapter provides a frame for reflecting on the paths traveled. These accounts and reflections provide enlightenment, inspiration, and nuggets of wisdom for all Black women who want to advance their careers in higher education.
Author | : Laura Koppes Bryan |
Publisher | : Routledge |
Total Pages | : 189 |
Release | : 2014-07-11 |
Genre | : Education |
ISBN | : 1136312242 |
Download Shaping Work-Life Culture in Higher Education Book in PDF, ePub and Kindle
Shaping Work-Life Culture in Higher Education provides strategies to implement beneficial work-life policies in colleges and universities. As compared to the corporate sector, higher education institutions have been slow to implement policies aimed at fostering diversity and a healthy work-life balance, which can result in lower morale, job satisfaction, and productivity, and causes poor recruitment and retention. Based on extensive research, this book argues that an effective organizational culture is one in which managers and supervisors recognize that professional and personal lives are not mutually exclusive. With concrete guidelines, recommendations, techniques, and additional resources throughout, this book outlines best practices for creating a beneficial work-life culture on campus, and documents cases of supportive department chairs and administrators. A necessary guide for higher education leaders, this book will inform administrators about how they can foster positive work-life cultures in their departments and institutions.
Author | : Shelley H. Billig |
Publisher | : IAP |
Total Pages | : 305 |
Release | : 2009-11-01 |
Genre | : Education |
ISBN | : 160752290X |
Download Creating Our Identities in Service-Learning and Community Engagement Book in PDF, ePub and Kindle
In this volume in the IAP series on Advances in Service-Learning Research, top researchers present recent work studying aspects of program development, student and community outcomes, and future research directions in the field of service-learning and community engagement. These chapters, selected through a rigorous peer review process, are based on presentations made at the annual meeting of the International Research Conference on Service-Learning and Community Engagement, held in October, 2008, in New Orleans. This volume features efforts in research and practice to support and expand service-learning and engaged scholarship in both K-12 and higher education. Models of effective partnerships between institutions of higher education and their community partners are developed in chapters looking at relationships between campus and community in terms of partnership identity or in terms of shared understanding by campus and community partners. Outcomes for K-12 and college students engaged in service learning are the focus of several studies. The impact of high-quality service-learning on K-12 student achievement and school-related behaviors is described. Racial identity theory provides a useful frame for understanding developing student conceptualizations, while another chapter emphasizes aspects of self-exploration and relationship building as bases for gains in student attitudes and skills. In a final section, chapters deal with service-learning and community engagement as a coherent research field with a distinct identity, reviewing current work and proposing directions for future research.
Author | : George S. McClellan |
Publisher | : John Wiley & Sons |
Total Pages | : 758 |
Release | : 2011-01-11 |
Genre | : Education |
ISBN | : 1118047605 |
Download The Handbook of Student Affairs Administration Book in PDF, ePub and Kindle
What issues and trends affect higher education and student affairs today? In this fully updated handbook, leading experts discuss the answer to this and other essential questions. They provide a definitive reference for student affairs professionals at all levels of administration and management. The handbook offers specific, practical advice as well as broad approaches to planning and problem solving. It contains modernized discussions on such critical topics as institutional mission, institutional governance, understanding campus environments, finance and budgeting, assessment, program planning, staff selection, training and evaluation, and much more.
Author | : Kristina 'KP' Powers |
Publisher | : Taylor & Francis |
Total Pages | : 333 |
Release | : 2022-12-30 |
Genre | : Education |
ISBN | : 1000788466 |
Download Organization and Administration in Higher Education Book in PDF, ePub and Kindle
Situating strategic planning and budgeting within the organization and administration of higher education institutions, this text provides effective and proven strategies for today’s change-oriented leaders. Bringing together distinguished administrators from two-year, four-year, public, and private colleges and universities, this volume provides both practical and effective guidance on the intricacies of the institutional structure, its functional activities, and contingency planning. Organization and Administration in Higher Education orients future administrators to the major areas of an academic institution and will assist higher education administrators in leading their institutions to excellence. New in the third edition is an expanded discussion of diversity, equity, and inclusion as well as updated coverage across various institutional settings including community colleges. Additionally, the authors provide guidance on managing crises and institutional disruptions such as those caused by the COVID-19 pandemic. Powers and Schloss offer refreshed end-of-chapter discussion prompts and online instructor materials, including PowerPoints to support multimodal learning and new methods of teaching found here: https://instituteforeffectiveness.org/organization-and-administration-of-higher-education
Author | : George S. McClellan |
Publisher | : John Wiley & Sons |
Total Pages | : 758 |
Release | : 2009-02-24 |
Genre | : Education |
ISBN | : 0787997331 |
Download The Handbook of Student Affairs Administration Book in PDF, ePub and Kindle
What issues and trends affect higher education and student affairs today? In this fully updated handbook, leading experts discuss the answer to this and other essential questions. They provide a definitive reference for student affairs professionals at all levels of administration and management. The handbook offers specific, practical advice as well as broad approaches to planning and problem solving. It contains modernized discussions on such critical topics as institutional mission, institutional governance, understanding campus environments, finance and budgeting, assessment, program planning, staff selection, training and evaluation, and much more.
Author | : Wang, Viktor |
Publisher | : IGI Global |
Total Pages | : 496 |
Release | : 2020-04-03 |
Genre | : Education |
ISBN | : 1799841421 |
Download Handbook of Research on Ethical Challenges in Higher Education Leadership and Administration Book in PDF, ePub and Kindle
Higher education institutions are, more so than other organizations, deeply complex, and they present a unique challenge to their leaders and administrators. The unique complexities of higher education call for governance founded on thoughtful consideration of leadership practices, theory, and styles that reflect the values of the institution and its mission. Embedded in a rapidly changing society, the future of higher education leadership and administration is necessarily dynamic and demands a strong ethical core to guide research, knowledge production, and organizational behavior. TheHandbook of Research on Ethical Challenges in Higher Education Leadership and Administration is a cutting-edge research publication that examines leadership ethics that higher education institutions must employ to be proactive, visionary, and ethically sound. The publication covers the importance of leadership ethics in higher education as well as the foundation for developing frameworks in which to ground the presence of leadership ethics in higher education. Featuring a wide range of topics such as distance education, free speech, and leadership, this book is ideal for librarians, academicians, administrators, researchers, education professionals, policymakers, and students.