Creating A Service Culture In Higher Education Administration

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Creating a Service Culture in Higher Education Administration

Author : Mario C. Martinez
Publisher : Taylor & Francis
ISBN 13 : 1000980111
Total Pages : 142 pages
Book Rating : 4.0/5 (9 download)

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Book Synopsis Creating a Service Culture in Higher Education Administration by : Mario C. Martinez

Download or read book Creating a Service Culture in Higher Education Administration written by Mario C. Martinez and published by Taylor & Francis. This book was released on 2023-07-03 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Creating a Service Culture in Higher Education Administration

Author : Mario Martinez
Publisher :
ISBN 13 : 9781461951933
Total Pages : 116 pages
Book Rating : 4.9/5 (519 download)

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Book Synopsis Creating a Service Culture in Higher Education Administration by : Mario Martinez

Download or read book Creating a Service Culture in Higher Education Administration written by Mario Martinez and published by . This book was released on 2013 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Elevating Customer Service in Higher Education

Author : Heath Boice-Pardee
Publisher :
ISBN 13 : 9781948658034
Total Pages : 198 pages
Book Rating : 4.6/5 (58 download)

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Book Synopsis Elevating Customer Service in Higher Education by : Heath Boice-Pardee

Download or read book Elevating Customer Service in Higher Education written by Heath Boice-Pardee and published by . This book was released on 2018-06-04 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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

The Handbook of Student Affairs Administration

Author : George S. McClellan
Publisher : John Wiley & Sons
ISBN 13 : 0787997331
Total Pages : 758 pages
Book Rating : 4.7/5 (879 download)

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Book Synopsis The Handbook of Student Affairs Administration by : George S. McClellan

Download or read book The Handbook of Student Affairs Administration written by George S. McClellan and published by John Wiley & Sons. This book was released on 2009-02-24 with total page 758 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Making Change Happen in Student Affairs

Author : Margaret J. Barr
Publisher : John Wiley & Sons
ISBN 13 : 1118903692
Total Pages : 245 pages
Book Rating : 4.1/5 (189 download)

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Book Synopsis Making Change Happen in Student Affairs by : Margaret J. Barr

Download or read book Making Change Happen in Student Affairs written by Margaret J. Barr and published by John Wiley & Sons. This book was released on 2014-08-04 with total page 245 pages. Available in PDF, EPUB and Kindle. Book excerpt: Change is inevitable. Managing change is a choice. Authored by three esteemed leaders in the field of student affairs, Making Change Happen in Student Affairs: Challenges and Strategies for Professionals is a thought-provoking and pragmatic guide to the increasingly complex challenges and expectations that administrators face from both students and the public. Whether it's pressure to provide better programs and services with fewer resources, or difficulties grappling with economic challenges and technological change, the book teaches how to become an effective leader and skillful strategist in order to respond to a rapidly changing landscape. Readers will learn to change their thinking about how they approach challenges by reframing their purpose, role, and function as leaders. Each chapter includes specific concepts and tools that can be used to tackle the most complex campus issues and develop effective plans of action. You'll learn how to: Manage financial resources and supervise staff effectively Advocate for specific students while still recognizing diversity and maintaining service to all Adapt to institutional culture, ethics, values, and changes in leadership Use technology as a tool to affect change on campus By applying shared foundations, ethical principles, a rich knowledge base, and experience, student affairs professionals can develop powerful strategies to confront and resolve vexing problems. With extensive examples and case studies that cover a wide array of issues, this book is an essential read for those looking to make a real difference in the lives of their students and the health of their institutions.

Leading Libraries: How to Create a Service Culture

Author : Wyoma vanDuinkerken
Publisher : American Library Association
ISBN 13 : 0838913121
Total Pages : 224 pages
Book Rating : 4.8/5 (389 download)

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Book Synopsis Leading Libraries: How to Create a Service Culture by : Wyoma vanDuinkerken

Download or read book Leading Libraries: How to Create a Service Culture written by Wyoma vanDuinkerken and published by American Library Association. This book was released on 2015-04 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality leadership is integral to the very future of our profession. And it doesn't only come from the top down. Effective leadership is customer-focused and collaborative, fostering a service culture that invites the involvement of individuals in every part and at every level of the organization, as the authors persuasively demonstrate in this practical new book. Drawing from case studies as well as the literature of business and social sciences, the authors provide guidance on how to apply the values of service leadership to both public and academic libraries. Through the use of examples, exercises, and tools for development, this book walks readers through the steps needed to create a sustainable, service-oriented model by Explaining how a service culture reaches beyond the individual leader with positional authority and extends to all individualsShowing ways to build rapport and trust within an organization, and how to balance encouragement with accountabilityDetailing strategic thinking and planning methods that will lead to improvements in customer service, human resources, organizational development, and trainingHelping library leaders create a sustainable service culture through codifying their organization’s values, with advice on policies and procedures such as recruitment, performance evaluation, compensation, and succession planningDiscussing the environment of change in libraries, showing how a library’s organizational culture is at the center of being responsive and staying relevantThis valuable resource gathers the principles and best practices of leadership, and points the way towards creating a service culture that makes every staff member a library leader.

Embedding Service Learning in European Higher Education

Author : Pilar Aramburuzabala
Publisher : Routledge
ISBN 13 : 1351611909
Total Pages : 268 pages
Book Rating : 4.3/5 (516 download)

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Book Synopsis Embedding Service Learning in European Higher Education by : Pilar Aramburuzabala

Download or read book Embedding Service Learning in European Higher Education written by Pilar Aramburuzabala and published by Routledge. This book was released on 2019-05-07 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service learning brings together students, academics and the community whereby all become teaching resources, problem solvers and partners. In addition to enhancing academic and real-world learning, the overall purpose of service learning is to instil in students a sense of civic engagement and responsibility and work towards positive social change within society. Embedding Service Learning in European Higher Education promotes service learning as a pedagogical approach that develops civic engagement within higher education. It both describes and assesses the most recent developments and contextual positioning of service learning in European higher education and considers if and how the pedagogy is responding to European Union policy and the strategy of higher education institutions and towards engagement with broader societal issues. With case studies from 12 universities across Europe, this book draws on existing practice, shares knowledge and develops best practice to provide conceptual and practical tools for teaching, researching and practising service learning. This book: exposes service learning as a key approach in terms of embedding a culture of political and civic literacy within higher education; considers service learning in Europe, an area of growing research in service learning practice; explores the issue of university social responsibility; presents chapters from leaders in the service learning movement at a national and international level. Practical and engaging, Embedding Service Learning in European Higher Education is a fascinating read for anyone working in service learning as well as those working at universities with an interest in social and civic engagement and institutional reform.

Building a Successful Customer-service Culture

Author : Maxine Melling
Publisher : Facet Publishing
ISBN 13 : 1856044491
Total Pages : 225 pages
Book Rating : 4.8/5 (56 download)

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Book Synopsis Building a Successful Customer-service Culture by : Maxine Melling

Download or read book Building a Successful Customer-service Culture written by Maxine Melling and published by Facet Publishing. This book was released on 2002 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form of feedback mechanisms, information leaflets and customer-training sessions. One of the challenges facing managers is to go beyond the acknowledgement of the importance of a customer focus, and to develop an understanding of how this focus can be embedded in the culture of their services via strategic and operational management. This new management guide addresses this challenge. Contributed by LIS professionals with extensive experience in the management of public and academic services, each chapter presents a good practice guide to an element of strategic or operational management with the customer placed at centre stage: the users' perspective; planning and policy making; leadership and management; human resource planning; marketing as a tool for LIS managers; assuring quality; planning buildings for customers and services; developing a service culture through partnerships; virtual service. Readership: This book is essential reading for managers of library and information services from senior to team managers, and also for all those involved in devising strategy and policy for staff and service development. It is relevant to libraries and information services in any area of the world.

The Handbook of Student Affairs Administration

Author : George S. McClellan
Publisher : John Wiley & Sons
ISBN 13 : 1118047605
Total Pages : 758 pages
Book Rating : 4.1/5 (18 download)

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Book Synopsis The Handbook of Student Affairs Administration by : George S. McClellan

Download or read book The Handbook of Student Affairs Administration written by George S. McClellan and published by John Wiley & Sons. This book was released on 2011-01-11 with total page 758 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Confronting Academic Mobbing in Higher Education: Personal Accounts and Administrative Action

Author : Crawford, Caroline M.
Publisher : IGI Global
ISBN 13 : 1522594876
Total Pages : 301 pages
Book Rating : 4.5/5 (225 download)

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Book Synopsis Confronting Academic Mobbing in Higher Education: Personal Accounts and Administrative Action by : Crawford, Caroline M.

Download or read book Confronting Academic Mobbing in Higher Education: Personal Accounts and Administrative Action written by Crawford, Caroline M. and published by IGI Global. This book was released on 2019-09-27 with total page 301 pages. Available in PDF, EPUB and Kindle. Book excerpt: Academic mobbing, a bullying behavior that targets a specific faculty member, is growing in higher education. It is a dangerous phenomenon that often attacks competent researchers and scholars who are ethical, outspoken in support of others, and normally reflect professional achievement that is coveted, resented, and perceived as intimidating by lesser faculty and administrators. Therefore, it is important to understand how academic mobbing begins, expands amongst faculty and administrators, is actually supported by faculty and administrators by either proactive efforts or actively ignoring, and results in a weakening of the higher education institution due to the reputation being detrimentally, and many times irreparably, impacted. Confronting Academic Mobbing in Higher Education: Personal Accounts and Administrative Action is an essential research publication that provides comprehensive research on the development of academic mobbing as a prevalent form of bullying within higher education and seeks to explore solutions and provide support for professionals currently dealing with this phenomenon. Highlighting a range of topics such as ethics, faculty outcomes, and narcissism, this book is ideal for higher education faculty, deans, department chairs, provosts, chancellors, university presidents, rectors, administrators, academicians, researchers, human resources faculty, policymakers, and academic leaders.

Organizing Higher Education for Collaboration

Author : Kezar
Publisher : John Wiley & Sons
ISBN 13 : 0470179368
Total Pages : 314 pages
Book Rating : 4.4/5 (71 download)

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Book Synopsis Organizing Higher Education for Collaboration by : Kezar

Download or read book Organizing Higher Education for Collaboration written by Kezar and published by John Wiley & Sons. This book was released on 2009-02-03 with total page 314 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides needed guidance and advice for how colleges and universities can reorganize to foster more collaborative work. In a time of declining resources, financial challenges, changing demographics, and staff overturn, institutions are looking for ways to maximize their resources and still be effective. This book is based on a study of campuses that have been successful in recreating their environments to support collaborative work.

Academic and Student Affairs in Collaboration

Author : Mitchell A. Levy
Publisher : Routledge
ISBN 13 : 1317430506
Total Pages : 166 pages
Book Rating : 4.3/5 (174 download)

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Book Synopsis Academic and Student Affairs in Collaboration by : Mitchell A. Levy

Download or read book Academic and Student Affairs in Collaboration written by Mitchell A. Levy and published by Routledge. This book was released on 2016-06-10 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: Academic and Student Affairs in Collaboration provides a comprehensive and evidenced-based understanding of the partnerships necessary to achieve an institutional culture devoted to student success. Chapter authors explore how to design, implement, and assess collaborative efforts between student and academic affairs in support of increased student success. This book provides best practices for fostering and enhancing campus dialogue, career development pathways, academic support services, and other important initiatives to increase retention and learning outcomes, improve motivation and goal attainment, and enhance institutional accountability. This book is a must-read for scholars, faculty, leaders, and practitioners in Student Affairs and Higher Education interested in achieving student success at their universities and colleges.

Leadership and Management Strategies for Creating Agile Universities

Author : Connolly, Thomas M.
Publisher : IGI Global
ISBN 13 : 1799882152
Total Pages : 296 pages
Book Rating : 4.7/5 (998 download)

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Book Synopsis Leadership and Management Strategies for Creating Agile Universities by : Connolly, Thomas M.

Download or read book Leadership and Management Strategies for Creating Agile Universities written by Connolly, Thomas M. and published by IGI Global. This book was released on 2021-12-03 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: The global higher education sector has changed dramatically as universities continue to face unprecedented challenges associated with the COVID-19 pandemic. Many are struggling to navigate this crisis while maintaining high-quality course delivery, ensuring strong student recruitment numbers, and providing clear communication to staff and students. Issues have emerged at an exponential rate, and coping with the pandemic has been particularly difficult for universities as they serve several functions, such as being educational institutions as well as major employers. Leadership and Management Strategies for Creating Agile Universities reflects on the challenges that higher education institutions have faced during the pandemic and the associated projected socio-economic impact yet to be felt. It also considers how different universities have addressed the challenges so as to learn what has and has not worked and speculates what future implications exist for the vision of a new higher education sector in a changing world. Covering topics such as developmental leadership, IT governance, and lifelong learning, it is ideal for policymakers, industry professionals, academicians, researchers, governors, decision makers, teachers, and students.

Student Services

Author : John H. Schuh
Publisher : John Wiley & Sons
ISBN 13 : 111905124X
Total Pages : 640 pages
Book Rating : 4.1/5 (19 download)

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Book Synopsis Student Services by : John H. Schuh

Download or read book Student Services written by John H. Schuh and published by John Wiley & Sons. This book was released on 2016-09-14 with total page 640 pages. Available in PDF, EPUB and Kindle. Book excerpt: The bestselling student affairs text, updated for today's evolving campus Student Services is the classic comprehensive text for graduate students in student affairs, written by top scholars and practitioners in the field. Accessible and theoretically grounded, this book reflects the realities of contemporary practice in student affairs. This new sixth edition has been updated throughout to align with current scholarship, and expanded with four new chapters on student development, crisis management, programming, and applications. Twenty new authors join the roster of expert contributors, bringing new perspective on critical issues such as ethical standards, campus culture, psychosocial development, student retention, assessment and evaluation, and much more. End-of-chapter questions help reinforce the material presented, and unique coverage of critical theoretical perspectives, counseling and helping skills, advising, leadership, environmental theories, and other useful topics make this book a foundational resource for those preparing for a student affairs career. The student affairs staff has the responsibility for a vast array of services and support roles for students on every type of campus. This book provides a thorough overview of the field's many facets, with invaluable real-world insight from leading practitioners. Understand the theoretical bases of development, learning, identity, and change Delve into the organizational frameworks vital to any institution Learn the historical context of higher education and the student affairs role Master essential competencies including professionalism, supervision, crisis management, and more As colleges and universities offer more and more services to an increasingly diverse student population, the responsibility for these programs falls to student affairs educators. The role requires a broad skill set, and conceptual grounding in a number of disciplines. Student Services provides the most complete overview of the foundations, philosophies, ethics, and theories that guide today's student affairs professional.

Organization and Administration in Higher Education

Author : Kristina 'KP' Powers
Publisher : Taylor & Francis
ISBN 13 : 1000788466
Total Pages : 333 pages
Book Rating : 4.0/5 (7 download)

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Book Synopsis Organization and Administration in Higher Education by : Kristina 'KP' Powers

Download or read book Organization and Administration in Higher Education written by Kristina 'KP' Powers and published by Taylor & Francis. This book was released on 2022-12-30 with total page 333 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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

The Impact of Culture on Organizational Decision-Making

Author : William G. Tierney
Publisher : Taylor & Francis
ISBN 13 : 1000978389
Total Pages : 116 pages
Book Rating : 4.0/5 (9 download)

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Book Synopsis The Impact of Culture on Organizational Decision-Making by : William G. Tierney

Download or read book The Impact of Culture on Organizational Decision-Making written by William G. Tierney and published by Taylor & Francis. This book was released on 2023-07-03 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: Colleges and universities are currently undergoing the most significant challenges they have faced since World War II. Rising costs, increased competition from for-profit providers, the impact of technology, and the changing desires and needs of consumers have combined to create a dynamic tension for those who work in, and study, postsecondary education. What worked yesterday is unlikely to work tomorrow. The status quo or bromides such as “stay the course” are insufficient responses in a market that demands creativity and innovation if an organization does not simply wish to survive, but thrive.Managerial responses or top-down linear decisions are antithetical to academic organizations and most likely recipes for disaster. In today’s “flat world”, decision-making for most organizations has become less hierarchical and more decentralized. Understanding this trend is of particular importance for organizations with traditions of shared governance. The message of this book is that understanding organizational culture is critical for those who recognize that academe must change, but are unsure how to make that change happen. Even the most seasoned college and university administrators and professors often ask themselves, “What holds this place together?” The author’s answer is that an organization’s culture is the glue of academic life. Paradoxically, this “glue” does not make things get stuck, but unstuck. An understanding of culture enables an organization’s participants to interpret the institution to themselves and others, and in consequence, to propel the institution forward.An organization’s culture is reflected in what is done, how it is done, and who is involved in doing it. It concerns decisions, actions, and communication on an instrumental and symbolic level. This book considers various facets of academic culture, discusses how to study it, how to analyze it, and how to improve it in order to move colleges and universities aggressively into the future while maintaining core academic values. This book presents updated versions of eight key articles on organizational culture in higher education by William G. Tierney. The new introduction that sets them in the context of current and future challenges will add further value to articles that are already in high demand.

Developing Public Service Leaders

Author : Mike Wallace
Publisher : Oxford University Press
ISBN 13 : 0192698028
Total Pages : 385 pages
Book Rating : 4.1/5 (926 download)

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Book Synopsis Developing Public Service Leaders by : Mike Wallace

Download or read book Developing Public Service Leaders written by Mike Wallace and published by Oxford University Press. This book was released on 2022-10-17 with total page 385 pages. Available in PDF, EPUB and Kindle. Book excerpt: Developing Public Service Leaders examines why and how governments and representative bodies in public service organizations have mounted major interventions over the last two decades to develop senior staff as leaders. A critical explanation is developed of the foundational contribution made by national leadership development interventions in the 2000s to the emergence, proliferation, and normalization of leadership development provision. Through carrying out qualitative research in England, the authors investigate the national leadership development interventions for school education, healthcare, and higher education. Whilst also looking at the contemporary legacy of these interventions within a global scale, examining the growing international movement and comparing interventions across the world. The book looks at new ways to approach leadership development, adopting a novel perspective on leadership as a metaphorical concept and coining the concept of 'leaderism', and exploring how although senior staff may be widely acculturated as leaders, they may not necessarily be committed to acting as government change agents. Leadership development makes a diffuse contribution towards the ongoing neoliberalization of public services. Developing Public Service Leaders is a comprehensive and essential read for a researcher or policymaker striving for an in-depth understanding of the field and its ramifications.