Service Excellence Events

Service Excellence Events 2011

Name	Date	Time	Location
MOSAIC IA	Friday, 2/4	9:00AM-1:00PM	S&D, Kiva Room
Brown Bag: Creating a Feedback Rich Environment	Thursday, 2/10	11:30AM-12:30PM	Red Mountain, CTL
Brown Bag: Creating a Feedback Rich Environment	Friday, 2/11	11:30AM-12:30PM	S&D, CTL Conference Room
MOSAIC IB*	Friday, 2/18	9:00AM-1:00PM	S&D, Kiva Room
MOSAIC IIA*	Thursday, 3/3	9:00AM-1:00PM	S&D, CTL Conference Room
Safe Space I	Friday, 3/11	9:00AM-11:00AM	S&D, CTL Conference Room
Brown Bag: Hunt for Service Excellence Best Practices	Wednesday, 3/23	11:30AM-12:30PM	S&D, CTL Conference Room
Managing Performance: Setting the Stage for Employee Success	Tuesday, 3/29	8:00AM-12:00PM	S&D, LB 145
Managing Performance: Introduction to Documenting & Managing Performance	Tuesday, 3/29	1:00PM-5:00PM	S&D, LB 145
Managing Performance: Conducting Effective Performance Conversations	Wednesday, 3/30	8:00AM-12:00PM	S&D, LB 145
Managing Performance: Facilitating Effective Performance Evaluations	Wednesday, 3/30	1:00PM-5:00PM	S&D, LB 145
MOSAIC IIB*	Thursday, 4/7	9:00AM-1:00PM	S&D, CTL Conference Room
Safe Space II*	Friday, 4/8	1:00PM-4:30PM	S&D, Kiva Room
Service Excellence Performance Reviews for Managers	Tuesday, 6/7	2:00PM-4:00PM	TBD
See descriptions below.			* Prerequisite Required

 

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Event Descriptions:

MOSAIC IA: Knowing Ourselves and Others:  This session provides an introduction to diversity which starts with oneself. By the conclusion of this session, you will be better able to define yourself as a diverse human being, and you will begin to understand others as well. By the end of this session, you will:

• Increase understanding of your own and others' social identities
• Understand an inclusive definition of diversity
• Strengthen your sense of empathy
• Strengthen your ability to see different perspectives (world views)
• Strengthen skills in intergroup communication including: Dialogue, Clarification, Interrupting assumptions

*MOSAIC IB: Knowing Ourselves and Others: This session continues the introduction to diversity by exploring how we relate to others. By the conclusion of this session, you will recognize how differently people perceive the world, and develop some ideas about how to communicate across those different perceptions.  By the end of this session, you will:

• Deepen your understanding of your own and others' social identities
• Recognize how world view impacts perceptions and interpretations
• Begin to negotiate cross-cultural communication and accommodation
• Continue to develop skills in intergroup communication including: Dialogue, Clarification & Interrupting assumptions

*Prerequisite: MOSAIC IA

*MOSAIC IIA: Recognizing Bias and its Consequences: This sesssion provides participants with an opportunity to move deeper in their understanding of diversity and inclusion. Participants will begin to explore the consequences of prejudice and discrimination on individuals and groups. By the end of this session, you will:

• Understand the impact of prejudice and discrimination on the individual
• Recognize harmful comments, attitudes and behaviors in interpersonal relationships
• Develop skills to address harmful comments, attitudes and behaviors

*Prerequisite: MOSAIC IB

*MOSAIC IIB: Recognizing Bias and its Consequences: This session provides participants an opportunity to move deeper in their understanding of diversity and inclusion. Participants will begin to explore the consequences of prejudice and discrimination on individuals and groups.  By the end of this session, you will:

• Understand the impact of prejudice and discrimination on the individual and on groups
• Continue to strengthen skills to address harmful comments, attitudes and behaviors
• Begin to understand the system of socialization and how it supersedes individual actions

*Prerequisite: MOSAIC IIA

Safe Space I: A program for allies of the GLBT community. Participants will learn how to help create a safer and more receptive campus and workplace environment for GLBT people.

*Safe Space II: This advanced Safe Space training will complete the process of becoming an ally. By completing both courses, each participant will receive a placard to signify their work area is a Safe Space. An ally is: a member of the MCCCD community who volunteers to participate in an educational session and an ally training session in order to educate her/himself about homosexuality, homophobia, heterosexism and transgender issues and a person whose work space desk or office is readily identifiable as a safe area that offers support via references and resources for GLBT students and employees of the Maricopa Community College District.

 *Prerequisite: Safe Space I

Brown Bag:  Creating a Feedback Rich Environment: In this session, you will learn effective practices for giving meaningful, positive and constructive feedback.

Brown Bag:  Hunt for Service Excellence Best Practices: This session will involve "hunting" for service excellence best practices in Go the Extra Mile and Have a Service Heart. Participants will become "secret shoppers" on campus and rate service they receive using the MCC Service Standards. They will then share what they learned with others and gain practical tips and techniques! In addition case studies of "teachable moments" at MCC will be discussed!

Managing Performance: Setting the Stage for Employee Success: In this session, you will learn methods and approaches of communicating your expectations to employees regarding work responsibilities and performance standards. You will be provided a framework for orienting new employees to the job, identifying functional duties within a job description, establishing performance standards for specific job duties, and establishing development plans for employees.

Managing Performance: Introduction to Documenting and Correcting Performance: There are many different situations in which supervisors must manage performance. In this workshop you will learn how to establish expectations with new employees, document performance for coaching and handle issues that arise during probationary periods. You will also learn the Maricopa procedures and policies regarding paid administrative leave, corrective action, and termination.

 *Recommended pre-requisite: Managing Performance: Conducting Effective Performance Conversations.

Managing Performance: Conducting Effective Performance Conversations: In this session you will learn effective methods and different approaches to utilize when offering performance feedback to employees. This class utilizes video, case studies, and participant challenges as instructional mediums (Formerly Coaching 102 & 103)

Managing Performance: Facilitating Effective Performance Evaluations: Of all supervisory functions, it would be difficult to name one that has a greater impact on people than the performance evaluation process. Supervisors need to be aware of how their attitudes, emotions, and actions can influence the process. This workshop will examine the skills, methods, and approaches needed to facilitate effective performance evaluations, as well as familiarize participants with the policies, procedures, and forms associated with the Maricopa performance evaluation processes.

Service Excellence Performance Reviews for Managers:  In this session managers and department chairs will learn how to incorporate a Service Excellence Conversation into the Performance Review Process.  You also will be provided with tips, tools, and techniques for successful completion of your reviews.

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Past Event Descriptions:

Service Excellence Dialogues:  These dialogues are designed to gain feedback and recommendations on the Service Excellence Standards developed for MCC.  In addition in these interactive sessions, employees will be asked to identify barriers to Service Excellence and develop solutions to overcome these barriers.  Every employee (including temps and student workers) should plan to attend one session.

Service Excellence Performance Reviews for Managers:  In this session managers and department chairs will learn how to incorporate a Service Excellence Conversation into the Performance Review Process.  You also will be provided with tips, tools, and techniques for successful completion of your reviews.

Service Excellence:  Preparing for Your Own Performance Review:  A performance review is an employee’s chance to shine.  Sharing goals, accomplishments, and strengths with your supervisor are important.  This session will help you prepare for your performance review and the Service Excellence conversation with your manager.

Understanding MCCs New Mission/Vision and Values:  Join your friends and colleagues in meaningful conversation about the new mission vision and value statements. What do they mean to you in your job? What do they mean for the college? In addition, discussion will feature the MCC High 5 Standard: Make Good Choices. What is the difference between transparency, confidentiality, and professionalism?

FISH! Catch the Energy, Release the Potential: There are four choices each of us can make every day as we enter the workplace. This session will illustrate four basic concepts which can be applied in all work situations to increase satisfaction and customer service.

Dealing With Difficult Customers: Ever have to deal with a customer who was very difficult, demanding or even violent? This session explores the stages a customer goes through as he or she becomes more difficult. Techniques and strategies for managing these customer difficulty development stages are discussed and modeled.

Put Unity in Community with Yankoloba:  Yan-Koloba is a a teamwork and character building activity that reinforces the concepts of compassion, respect, acceptance, trust and responsibility. This session will encourage all of us to:

• Put the Unity In Community.
• Get involved, get to know others, and cultivate relationships with your colleagues.
• Acknowledge and support others’ efforts, viewpoints, expertise and uniqueness.
• Be a team player, have fun, and take pride in the service you provide.
• Provide seamless service across departments.
• Take ownership of challenges & accept responsibility to develop collaborative solutions.

Transforming Challenging Situations into Positive Outcomes:  Have you ever felt so frustrated about something that you find yourself in a gripe session with a co-worker or friend? You don't know how you ended up in this negative conversation, and you realize it's completely unproductive, but you don't know what else to do. Complaining seems to be the easiest response. Discover a way to leave your frustrations behind! In this lesson you will learn to examine situations using the MASTER technique. This technique will develop your ability to make proactive choices that advance your career and enhance your control over challenging situations.

StrengthsQuest - Discoving and Maximizing Your Talents:  This workshop will provide participants the opportunity to utilize the StrengthsFinder assessment to identify, understand, and affirm their talent and learn how their Signature Themes represent areas of talent that can become strengths. ( Prereqs: Approximately one week prior to workshop, employees enrolled will be sent a StrengthsFinder Code and directions on how to use the code to complete their assessment. Employees who receive a code (worth $10) will be expected to attend the training.)

Hunt for Service Excellence Best Practices:  This session will involve "hunting" for service excellence best practices in Go the Extra Mile and Have a Service Heart. Participants will become "secret shoppers" on campus and rate service they receive using the MCC Service Standards. They will then share what they learned with others and gain practical tips and techniques! In addition case studies of "teachable moments" at MCC will be discussed!

Be an Inspiration: A Conversation with Dr. Pan & Friends:  Join Dr. Pan and a panel of students, faculty and staff to discuss the MCC High Five Standard: Be An Inspiration. Through story and experience learn how this standard impacts each of us as service providers and internal customers in the organization.