ERIC Number: ED322936
Record Type: RIE
Publication Date: 1990
Support Staff Development: A Critical Link in Student Retention.
Kennedy, Tamyra; And Others
Mountain Empire Community College (MECC), Southwest Virginia Community College (SVCC), Virginia Highlands Community College (VHCC), and Clinch Valley College (CVC), a four-year institution, participated in a cooperative professional development program to enrich their support staff and explore support staff dynamics. The colleges used the Noel/Levitz "Connections" Customer Service Training Program which focused on positive, effective customer relations at colleges. Workshops for MECC staff were conducted by a professional trainer, with representatives from SVCC and VHCC in attendance. After training was completed, participants were surveyed, and their responses indicated strong support for the program. The Connections program was conducted at SVCC by the research and development committee, with strong endorsement by the president, dean of instruction, and student services. Evaluation of the SVCC program underscored the value of the self-examination aspect of the program and the increased appreciation of their co-workers and students. Volunteers from the personnel office, academic support service, and counseling department were utilized by VHCC to present the program to support staff and administrators. Evaluation results included the following: (1) over one-half of the participants said that information provided to enhance understanding of customer relations and services was presented successfully; (2) most participants said they examined their own attitudes and performances more closely after the workshop; (3) most participants said that discussion with other staff members was the most valuable part of the experience; and (4) nearly all participants indicated that supervisors, other administrators, and faculty should be required to participate in such a workshop. Survey results and verbatim responses are attached. (WJT)
Publication Type: Reports - Descriptive; Speeches/Meeting Papers
Education Level: N/A
Authoring Institution: N/A
Note: Paper presented at the Annual Convention of the Virginia Community College Association (7th, Roanoke, VA, October 12-14, 1989).