Frontline Staff Training – On-Demand Training

Manage Competing Demands & Feel Connected to the Institutional Mission

Frontline staff are being tasked with dealing with more than ever before, requiring skills in customer service, technology, risk management, de-escalation techniques, project management and more. They must not only get the job done well, but also triage a host of emergent needs.

Our presenter will not only recognize the expansiveness of issues – including stress, anxiety, folks looking for answers but being ‘bounced around’ and high emotions – but also address the skill building and training most necessary to manage these issues.

Learn how to dialogue to build trust within your department – and across campus departments. Explore scaffolding around expectations including why it is okay for staff draw boundaries, delegate or redirect, and build confidence to successfully complete the nuances and complexities of position responsibilities. 

Increase your confidence in balancing these critical responsibilities, helping everyone to prioritize self-care and to feel connected to the institutional mission. Help your entire staff feel proud of their contributions to the campus community!

This training is intended for frontline staff as well as anyone who supervises frontline staff and is looking to help them improve their skill sets.

Topics Covered

Gain crucial, actionable takeaways that will help you:

• Explore skill-building and training activities to help your staff members achieve success in your unique and critical roles on campus.
• Better manage the stress you and your staff face on a daily basis juggling expectations and responsibilities.
• Help staff advocate for themselves by learning when it is okay to say “no”, to redirect someone or to delegate a task.
• Improve interpersonal communication - including the ability to maintain composure under stress, campus knowledge, conflict resolution, crisis management skills and more.
• Foster an environment that will help “customers” feel valued and understood by using an empathic approach to providing positive outcomes that lead to an exceptional service experience.

Presenter

Ali Martin Scoufield (she/her) cares about students and prioritizes relationships. With nearly twenty years working and leading in higher education, she has learned the importance of trust building, demonstrating care, and valuing people.
Click here for full bio.