Transcript Document

Bone Student Center
Student Staff Training
Sunday, August 29, 2010
Welcome!
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There are between 175-200 student employees
working for Bone!
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Today's training will focus on items that effect
everyone’s job rather than details of anyone’s job.
Jim Carlson
Executive Director
Bone Student Center
Agenda
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11:30am-12:00pm
12:00-12:15pm
Check-in/New Students – Ballroom
-Sign in, Name Tags, Agenda
Welcome/Intro – Jim Carlson
-Org Chart, History, Mission
Policies/Procedures- Michelle Paul & Paul Reynolds
Check-in returning students/break new students
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12:15pm-12:45
Lunch – all
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12:45pm-1:15pm
1:15pm-1:45pm
1:45pm-2:30pm
2:30pm-3:00pm
Jim Carlson / Bone & Braden Master Planning
Icebreaker – Matt, Kevin, Aimee & Susan
Deputy Chief Aaron Woodruff, ISU PD
Customer Service- Susan Worrell
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10:30am – 11:00am
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11:00am-11:30am
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-Johnny the Bagger- and skits
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3:00pm-3:15pm
Group photos
Office Manager
- Shirley McCauley
BSC/BA Marketing
-Coordinator – Susan Whitsitt
-Grad Assistant – Nija Givens
Executive Director
Jim Carlson
Infocentre
Associate Director
Michelle S. Paul
Associate Director
Z. Paul Reynolds
Grad Assistant
-Renee Sinow
Scheduling and Event Services
-Coordinator – Jennifer Booher
-Event Specialist – Mary Bahan
-Event Specialist – Kelli VandeSchraaf
Guest Services
Production Services
-Tech Director – Chuck Fudge
-Asst. Tech Director – Shawn Malott
-Asst. Tech Director – Eric Ballard
-Asst. Tech Director – Nathan Menken
Campus Signage Solutions
-Manager – Mark Ballentine
Bowling and Billiards Center
-BBC Mgr – Rick Holmes
-Pinsetter Mechanic – Paul Curry
-Account Tech I– Mary Witham
Facilities
-Facilities Mgr - Pat O’Connell
-Bldg Mech Foreman - Bud Smith
Operations
-Supv/Univ Union Operation– Jean Darnall
-Supv/Univ Union Operation – Brett Charlett
Building Service Workers
(Housekeeping)
Business
Partners
-Barnes & Noble
-ISU Credit union
-Pip Printing
University Partners
-Techzone
-Dean of Students
-Redbird Card Office
-Campus Dining
Services
Business Office
-Business Mgr – Melody Palm
-Account Tech III – Maureen Leisner
-Account Tech III– Mary Weber
-Account Tech III – Susan Worrell
-Account Tech II – Patty Martinez
Lobby Shop Manager-Susan Worrell
-Lobby Shop Grad Asst– Kevin Kelly
Box Office
-Box Office Manager – Amy Johnson
-Ticket Sales Specialist – Amanda Schlehuber
Student Employee Task Force
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Matt Wyffels
Aimee Rankovich
Kevin Kelly
Michelle S. Paul
Z Paul Reynolds
Chuck Fudge
Nija Givens
Rick Holmes
Brad Owens
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Pat O’Connell
Kelli VandeSchraaf
Amanda Schlehuber
Katie Mueller
Allie Reutiman
Shirley McCauley
Susan Worrell
Mark Ballentine
History of the Bone Student Center
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The Union/Auditorium opened in 1973 and
known as the U/A
It was initially name the Union/Auditorium UA
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Bowling and Billiard Center opened in 1972 in a
separate facility known as the BBC
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The U/A was renamed Bone Student
Center/Braden Auditorium in 1982
History – Cont.
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Bone and Braden were former University President’s who
were passionately involved in the building of the U/A. The
buildings were renamed in honor of their passion.
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A new BBC manager arrived in 1984 named Jim Carlson
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The Brown Ballroom was named for a donor honoring a
former faculty member and his family, the Browns.
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Enough for now!
Mission of the Bone Student Center
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Bone Student Center provides quality facilities
and services, primarily to students which create
formal and informal learning situations.
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Bone contributes to the public service mission of
the University by actively promoting and
coordinating functions which encourage public
interaction with the University community.
Jim’s Four Themes
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Take care of our customers!
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Take care of our staff and each other!
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Create an organization not dependent on any
single individual!
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One Bone!
One Final Thought
• Have
fun
while you are
here!!!!!!!
You should know…
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About ACUI
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Overview
Conference
I-LEAD
Rec Tournament
Role of the College Union
www.acui.org
You should know…
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Learning Outcomes
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Purpose
Theorist
Review Vectors of Development
Pre Test
Post Test
You should know…
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General Expectations
– Always “be at work” when at work!
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“Initiative and Self-Direction Should be Your Middle Name
When You Come to Work!”
Apply the Golden Rule!
ONEBone!
Uniform-Body AND Attitude!
Communicate (frequently)
Honesty
You should know…
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Schedule and Timeliness
– Attendance and Punctuality
– WhenToWork –
www.whentowork.com
– Shift Substitutions
– Requesting Time Off
Use of Cellular Phones at Work
Breaks
TimePro
Paycheck Pick-up (DIRECT DEPOSIT!!)
Overtime
Dress and Appearance
Appropriate Attire:
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Tops
– Only provided shirts are allowed;
Bird shirts on Friday
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Bottoms
– Docker-type slacks, jeans that are
clean and neat in appearance
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Wearing the Uniform
– pants worn at waist level
– business appropriate size & fit for
tops and bottoms
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Grooming
– hair should be neat, clean & trimmed
– good personal hygiene
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Black-Out Days (dress up days)
Dress and Appearance Continued
Prohibited Items:
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Shoes
– flip flops, casual sandals (including shower shoes), Crocs, swim shoes
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Bottoms
– no bottoms with rips, tears, holes or frayed bottoms.
– no wrinkled or soiled clothing
– no shorts or skirts shorter than your finger tips (shorts only in summer)
– no athletic or sleepwear (loungewear) attire
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Headwear
– no headwear working indoors (with religious exemptions)
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Grooming
– no extreme facial piercing
– no headphones
– no extreme/heavy fragrances
Sundry Items
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Eating and Smoking
Keys and Security
Radio Use
Computer Use Ethics
Sexual Harassment
Drug and Alcohol Free Workplace
Performance Philosophy
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Evaluations
– End of Fall
– End of Spring
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Recognition and Correction
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Hits
Misses
Correction Notice
Employee Appreciation and Recognition
Communications
VPSA Email Account
• Owa.ilstu.edu – check when away from office
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Lunch &
Quick Break
Icebreaker!!
Susan Worrell, Business Office
• Matt Wyfells & Aimee Rankovich,
• Operations Student Managers
• Kevin Kelly, Graduate Assistant
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Bone Student Center
Employee Safety
Aaron Woodruff
Illinois State University Police
Department
DISCLAIMER:
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The information and events that take
place during this presentation are for
training purposes only.
Rule #1
KNOW AND FOLLOW THE
BSC PROTOCOLS
•438-8631
•9-1-1
How do I call the police?
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Many people hesitate to call the police out of fear
of getting involved, or of being identified, or even
of fear of sounding silly or over-suspicious.
We need and want your help in
preventing crime.
Call anytime a crime is occurring, has occurred,
or may occur.
When in doubt, call!
How do I call the police?
Remain calm and state the
problem
Give your name and phone number;
• If using a cell phone, state the city
(or building) you are calling from*;
• State the location of the incident;
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How do I call the police?
Give a complete description of the
person(s)/vehicle(s) involved;
• Give the direction the suspect(s) or
vehicle(s) are travelling.
• Stay on the line until told to
hang up.
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Emergency Blue Lights
There are over 75
emergency phones
located throughout
campus (not including
elevator phones).
What is the biggest contributor to crime on
campus?
Common Criminal Offenses:
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Theft
Burglary
Criminal Damage
Criminal Defacement
Disorderly Conduct
Battery
Assault
Sexual Assault
Criminal Trespass
Arson
Workplace Tips
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When leaving your office or other secure areas, lock the
doors even if you will be gone for "just a minute”.
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Never leave your purse, wallet, or valuables exposed;
store them out of sight, preferably in a locked drawer.
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Check the identity of any strangers who are in your
office or other non-public areas. If anyone makes you
uncomfortable, call the police department
immediately.
Workplace Tips
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Report any broken or flickering lights, dimly lit
corridors, broken windows, and doors that don’t
lock properly to Facilities Management for repairs.
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If you notice signs of potential violence in a fellow
employee, report this to the appropriate person.
Immediately report any incidents of sexual
harassment.
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Dealing with potentially violent people
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Be an empathetic listener: encourage the person
to talk and listen patiently.
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Focus your attention on the other person to let
them know you are interested in what they have
to say.
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Dealing with potentially violent people
• Acknowledge the person’s feelings. Indicate that you
can see he or she is upset.
Ask for small, specific favors such as asking the other
person to move to a quieter area.
Be reassuring and point out choices. Break big
problems into smaller, more manageable problems.
Dealing with potentially violent people
• ccept criticism in a positive way. When a complaint
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might be true, use statements like, “You’re probably right”
or “It was my fault.” If the criticism seems unwarranted,
ask clarifying questions.
Ask for his recommendations. Repeat back to him what
you feel he is requesting of you.
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What can you do when a critical incident occurs?
Walking Around Campus:
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If you haven’t already, familiarize yourself with all
parts of campus in case you find yourself in
unfamiliar places.
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Plan the safest route to your destination; choose welllighted, busy pathways and streets.
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Know where the emergency call boxes are located on
campus and learn how to use them.
Walking Around Campus:
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Travel in groups and avoid going out alone at night.
Create a buddy system when leaving at night with your
coworkers, or use ISU Students on Patrol (STOP).
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Tell a friend or roommate where you are going and
what time you expect to return.
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If you are being followed, change direction, note the
description of the person following you, and call the
police.
Walking Around Campus:
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Do not wear headphones/earphones for an IPod,
MP3 player, etc.
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Avoid talking on your cell phone, it can distract you
from your surroundings.
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STAY AWARE!
Walking Around Campus:
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Walk near the curb and avoid shrubbery or other places
of potential concealment.
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Carry your purse close to your body and keep a firm
grip on it; carry your wallet in an inside coat pocket or
your front pants pocket.
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Keep your keys separate from your purse or backpack.
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Walk with a confident stride; keep your head up and
look around.
If you are attacked…
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Go with you instincts, but be realistic about your ability to
fight off someone; your instinct may be to run, scream,
kick, hit or bite.
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If a weapon is displayed, don’t resist. Give up your
property and save your life.
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Do what you are told and don’t make any sudden moves.
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Try to remember as many details as possible and alert the
police as soon as possible.
If you are attacked…
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Your goal should be to escape safely and survive;
cooperate if you think that resisting may lead to further
harm.
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Remember every situation is different; you are the only
one who can decide the appropriate course of action.
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Constantly play the “what if” game to think about what
you would do in a particular threatening situation. This
will help prepare you to respond instinctively when a
threat is encountered.
Additional Information:
Illinois State University Police Department
http://www.police.ilstu.edu
Click on the “EMERGENCY” link for emergency
response plans
Campus Box 9240
Normal, IL 61790-9240
(309) 438-8631
ISU Student Counseling Services
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Room 320, Student Services Building
438-3655
http://www.counseling.ilstu.edu/
Check website in Faculty/Staff section
for signs of distress in students
Path Crisis Center
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Available 24 hours a day, 365 days a year
(309) 827-4005
(800) 570-7284
http://pathcrisis.org/
Recommended Reading:
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de Becker, G. 1997. The Gift of Fear: Survival
Signals That Protect Us. Boston: Little, Brown,
& Company.
Questions?
•438-8631
Customer Service
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Sub-committee: Shirley McCauley, Amanda
Schlehuber, Kelli VandeSchraaf
• Presenter: Susan Worrell
Face to Face Etiquette
Always acknowledge and greet your customer
Learn your repeat customers’ names
Watch your customer
Personalize your interaction with the customer-introduce yourself & your role in the building
Always deal in a genuinely friendly and courteous manner
Show an attentive interest in the customer by asking questions and listening to their requirements
Always use plain understandable language – avoid company jargon
Apply your knowledge to meet the customer’s needs
Be knowledgeable about your business and services
Demonstrate a good balance between a commitment to the customer and a commitment to the
organization
Make sure you truly understand your customer’s request
Always end your dealings by saying thank you and / or goodbye
Don’t send people on a wild goose chase
Be aware of building cleanliness – pick up trash on floor, etc
Remember your own good experiences and why they made you feel good
Phone Etiquette
Answer promptly
Discontinue any other conversation or activity before
picking up the receiver
Speak clearly in a pleasant tone of voice – SMILE!
Use the hold button when leaving the line so that the
caller does not accidentally hear conversations being
held nearby
When transferring a call, be sure to explain to the
caller what you are doing and where you are transferring
them
Email Etiquette
Keep messages brief and to the point
Use sentence case – not texting
Use the subject field to indicate content and purpose
Use signature that includes contact information
Remember that your tone can’t be heard in email
Remember that email is not private
Don’t use email as an excuse to avoid personal contact
Be informal, but not sloppy – spelling, grammar and
punctuation rules apply
Customer Service
Skits
Johnny the Bagger…
An Inspiration in Customer Service!
Wrap Up
&
Group Photos