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VUU Professional Development Certificate Training
- 1. Welcome to Virginia Union University Professional Development Training
- 2. c About VUU Job Expectations Work ProtocolWork Attire Customer Service Phone Etiquette Conflict Safety Check out all Eight Apps and Complete a Quiz to Earn Your Certificate in Professional Development Training
- 3. Let’s Begin
- 5. Mission • Virginia Union University is nourished by its African American heritage and energized by a commitment to excellence and diversity. Its mission is to: – Provide a nurturing intellectually challenging and spiritually enriching environment for learning – Empower students to develop strong moral values for success; and – Develop scholars, leaders, and lifelong learners of a global society
- 6. Vision Virginia Union University is a premier, liberal arts, urban institution of higher education and center of excellence for the preparation and development of leaders for tomorrow’s world.
- 7. Virginia Union Divisions • Academic Affairs – The Sydney Lewis School of Business, Evelyn R. Syphax School of Education, Psychology, and Interdisciplinary Studies, School of Humanities & Social Sciences, School of Mathematics, Science & Technology – Office of the Registrar – The Center for Student Success & Retention – Office of Student & Community Services – Upward Bound • Enrollment Management & Student Affairs – Office of Career Services – Office of Counseling Services – Office of Student Health Services – Enrollment Management – Residence Life & Housing – Scholarship & Transition – Student Integrity & Conduct – Church Relations
- 8. These Commandments are included in your Student Ambassador/ Work Study Guide
- 11. Confident Calm, Clear, Loud Speaking Be Productive Be On Time Use Time WiselyPlan Ahead Do Most Important Tasks First
- 12. Set the Bar High DO quality work of an appropriate quantity while meeting work standards, quotas, and deadlines so that you gain approval from your supervisor Make sure you understand instructions BEFORE you start a new task and follow the instructions. ALWAYS write down instructions. Ask your supervisor for a progress report. Be thorough, do your work correctly. Strive for Excellence!
- 15. Appropriate Work Attire Business Casual Dress Business Professional Dress
- 17. This Document is included in your Student Ambassador/ Work Study Guide
- 18. Special Program and Event Dress Attired The following is a listing of the major university programs and events that require ALL STUDENTS to wear Business Professional Attire: • University Convocation • University Founder’s Day • University Coronation • University Chapel Services • University Career Fairs & Employer Events • University Etiquette Dinners • University Graduation & Receptions • University, School or Departmental Banquets & Receptions
- 20. Starting Your Shift Hi! I’m Your New Supervisor. Let’s discuss the protocol for starting a shift at work.
- 21. Personal Visitors & Inner Office Relations Work Life Personal Life
- 22. Cell Phone & Electronic Use
- 25. Who are Customers? FACULTY & STAFF UNIVERSITY EXECUTIVES STUDENTS EMPLOYERS ALUMNI
- 26. Customer Service is NOT NEGOTIABLE- FAILURE TO PROVIDE GOOD SERVICE CAN LEAD TO A CRISIS. Your Job is Important The Role is Extremely Valuable Talk Slowly and Clearly Respond in a Timely Manner Satisfy every customer LISTEN
- 28. How to Answer a Phone Call Preparation •Review Website •Refer to Guide The Greeting •Three pieces of information •Name, Office, How may I help you? Follow Up •Ask clarifying questions •Direct Call
- 29. Let’s Practice
- 31. Tips for Conflict Resolution Attempt to Settle Dispute When you feel there is a conflict with a co- worker or supervisor ask for a meeting with that person: Set the tone for the meeting Share the conflict Allow the co-worker or supervisor to share Agree on steps to resolving conflict Keep it private
- 33. Top 10 CAMPUS SAFETY TIPS 1. Sign Up for Campus Alerts on the www.vuu.edu website 2. Share your schedule with family and friends 3. Always travel in groups 4. Use frequently used routes 5. Be aware and in control 6. Do not leave valuables out in the open 7. Program phone’s speed dial with emergency contacts 8. Know your neighbors 9. Know the location of emergency phones on campus 10. Always lock your doors Chief Carlton G. Edwards Chief of Police
- 34. Congratulations! You have now completed Phase 1 of Professional Development Training. You must now take the quiz under “Surveys” on PantherTrak Don’t forget you must attend a Career Fair!
Editor's Notes
- Voiceover: Welcome to Virginia Union University’s Professional Development Training for all students interested in working on campus or becoming a student leader.
- Voiceover: In this training, we will discuss eight different important attributes of working as a leader on Virginia Union University’s Campus. First, we will work to understand Virginia Union’s rich history and how it relates to the Missions and Values of the University. Next, we will discuss basic job expectations, proper work attire, and work protocol in order to understand the basic functions of working on campus. Lastly, we will discuss skills related to professional development including Customer Service, Phone Etiquette, Conflict Resolution and Campus Safety. Watch all Eight Apps and Complete a Quiz at the End to Earn your Certificate in Professional Development Training from the Office of Career Services.
- Now Let’s begin…
- Hi, I’m Reverend Chatmon, the University Pastor. Welcome to Session 1. I am going to talk to you about the history, mission, and vision of Virginia Union University
- It is always important to know the mission and vision statement of your employer so you can know what your organization’s goals and values are. Virginia Union University’s Mission Statement is nourished by its African American heritage and energized by a commitment to excellent and diversity. Its mission is to Provide a nurturing intellectually challenging and spiritually enriching environment for learning, Empower students to develop strong moral values for success; and Develop scholars, leaders, and lifelong learners of a global society
- Virginia Union has 2 large divisions that offer numerous services to students. As a student leader or ambassador, it is your duty to understand the divisions of the school so that you can easily assist customers with their needs.
- Voiceover: Go to the Virginia Union University Website to Learn More!
- Voiceover: Let’s talk about some ways to succeed at work. First, look and act confident. Speak calmly and loudly enough to be heard. Look at people directly when you speak and when they speak to you. Try not to appear flustered when things get busy or when you’re doing something for the first time. Be productive and keep your work area organized. Be on time for work always and do not take extra time for breaks and personal business when you are on the job. Always let your employer know if you are going to be late or absent. Also, use your time wisely, which means planning ahead and doing the most important tasks for. Organization and planning will be the key to being successful and meeting job expectations.
- Voiceover: Set High Work Standards for yourself.
- Voiceover: Let’s start with what NOT to wear…Offensive graphic designs are forbidden and all offensive tattoos are to be covered. You should not wear clothes with rips or holes. Facial piercings should have clear/nude retainers or be taken off during your shift. All clothes must be fitted appropriately; nothing too baggy or tight, too short, or too revealing. Examples are low cut, see through clothing, or any clothing that reveals undergarments. Your employer will not allow you to work if you are not dressed appropriately, so if you are at a loss as to what to wear, come to the Professional Clothing Closet in Career Services for ideas.
- Voiceover: Students are to dress in a professional manner. Business casual will be acceptable unless specified by your supervisor. Student ambassadors and work study are expected to be well-groomed at all times meaning maintaining hygiene and using taste, good judgement and moderation in selecting your wardrobe. Keep in mind, it is important to dress to project the image you want your employer to receive. If a position requires maturity, do not dress like a student going to class. Let your clothing reflect your knowledge of the type of job for which you are doing.
- Voiceover: Check out this helpful list of what to wear versus what not to wear to help clarify the basic idea of Dressing for Success.
- Voiceover: Please review Virginia Union University’s Dress Code Policy. Refer to you Student Ambassador/Work Study Guide for detailed information about the dress code.
- Voiceover: When starting your shift, first start by putting your personal belongings away in the appropriate designated areas. Check in with your supervisor and get your assignment for the day. When at work, you will not be completing school work. Please plan to do your school assignments outside of work. The supervisor will assign a work location for you. If a project calls for you to work in someone else’s office, ask for permission first to work in their office. If that person is in a meeting, do not disturb the meeting and wait until the meeting is over to ask to use their office. If someone’s office door is closed, always knock first. Do not enter an office if there is no answer when you knock.
- Voiceover: Personal visitors like friends should be rare and brief. Let your friends know that you will see them after your shift. Also, ambassadors and work study are not to have any personal relations with other ambassadors or work studies causing dysfunction of any kind. Any disruption in the environment because of the relationship will lead to the reprimanding and possible termination of both parties.
- Voiceover: Cell phones are to be on silent while at work. Cell phone usage while at work is for emergencies only. Do not leave your electronic devices out in the open. The work site is NOT responsible for your belongings. Using the internet as a research tool for Student Ambassador or Work Study projects is acceptable if the project calls for it. However, it is not acceptable to be on Facebook, Twitter, Instagram, or any other social media sites while working. Any offensive and adult content found while you were using the internet while at work will be grounds for immediate dismissal. Overall, treat all office equipment with respect. If you see a piece of equipment malfunctioning (paper jams, out of toner, etc) please notify your supervisor so proper actions can be taken in order to fix it.
- Voiceover: Time management is key. Determine your specific goals before you develop a plan, include short term and long term goals and make them as specific as possible. This will help you determine your priorities. Rank you goals in a definite order from most important to least important and ask yourself what you can do to get closer to accomplishing these goals. Now that you have done this, you can plan your weekly and daily activities according to your goals and priorities. Make a daily to-do list, a weekly to-do list, and a weekly schedule. As time goes on, continually ask yourself how you could better use your time to be more effective and productive and implement the ideas you come up with. Don’t procrastinate, learn to do it now. Take care of your mind and body so you can give your best. Try doing things you don’t like that are high on your list of things to do first, then address the more pleasurable things afterward. Just remember: you set the plan, you can change the plan. You choose how to achieve the plan. Planning frees you from constant decisions and makes adjustments easier.
- VOICEOVER: Customers are persons who interact with your department. They can be students, faculty, administrators, alumni, employers, parents, or members of the surrounding community. It is important to remember that customers expect the best service from you during every counter; In addition be ready to provide information about department services, confirm information they may be unsure of or that is not clear to them, use good voice qualities such as pitch, volume, inflection, enunciation, and pronunciation to make it easy for the customer to understand you.
- VOICEOVER: Customers no matter whom they are, have legitimate needs that is your responsibility as the customer service representative to fulfill or assist; Customers should be seen as friends, neighbors, and relatives in need of help. With this thought in mind, think about the following tips to remember: - Realize that your job is important and be committed to doing the best you possibly can. Remember that your role as a customer service representative within a department is extremely valuable. Talk slowly and clearly so that your customer can follow you easily Respond to the needs of the customer in a timely manner, expressing genuine concern for the needs of the customer Nothing is more powerful than a student helping another student achieve success- So satisfy every customer to the best of your ability no matter who they are Treat the customer as you would want to be treated Listen carefully to the needs of the customer REMEMBER: Customer Service is NOT NEGOTIABLE
- Voiceover: Before answering the phones take the time to review the website of your office and review the Customer Service and “How to answer a phone call guide” in you work study/study ambassador handbook. The Greeting should be “Good morning/afternoon. Thank you for calling the Office of _____, thank you for calling. This is (your name). How may I help you?” Once the customer has provided you with a response, always ask clarifying questions and direct the call to the best of your ability. A full list of extensions and Campus directory is located near the phone or view the website, if possible. When transferring calls, please make sure that you announce the caller’s name and identified need to the person whom you are transferring the call before connecting the call. If you do not know the answer to the customers’ questions, take the callers information and let them know you will pass their information and question to someone who can assist them.
- Voiceover: When dealing with conflict, it is important to attempt to settle the dispute with the person, perhaps this means agreeing to disagree, or arriving at a compromise acceptable for you and the other person. Refer to existing department guidelines, policies, and procedures to find the means to solve the dispute and move on. If personal interaction can’t resolve the problem, involve a supervisor to mediate the dispute and be willing to accept the outcome of the supervisor’s decision. Remember there is more than one way to accomplish a given task. When you feel there is a conflict that requires a meeting, set the tone for the meeting by saying up-front what the purpose of the meeting is and what you hope to accomplish. Share the conflict and in your own words tell what happened, what was said, how you feel, and what you would appreciate in the future. Allow the co-worker or supervisor to share their response to each of the items you presented. Agree on the steps necessary to resolve the conflict. Always avoid making the conflict bigger than it is by making it office gossip. Be mature, professional, and confidential.