Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for…

Describes a training program for residence hall custodial and maintenance supervisors and staff which combines human relations and technical skills. The sessions dealt with communication skills, leadership strategies, performance appraisal, self-understanding, advancement, and fringe benefits. (JAC)

Arguing that good interpersonal interactions between library staff and their patrons is a major determinant of overall patron satisfaction, this paper describes Temple University's customer service training program for its public services staff. Dubbed the "A+ Service" program, the program focuses on six aspects of library service: (1)…

Discusses the importance of developing a support system for gay and lesbian housing staff members. To engage in this effort, interpersonal relationshiop skills must be acquired, enhanced and utilized. Inclusive staff development and support systems can enable all staff members to contribute even more to the profession. (JAC)

Argues that, with shrinking budgets, academic libraries must obtain optimal performance from their human resources, requiring a larger investment in staff training and development. Discusses how strategic planning and changes in organizational structure to include greater staff participation in decision making can improve staff effectiveness. (16…

School principals are in a difficult environment filled with stress and plagued by weak support. Most principals are unprepared for site-based decision making. University professors must take the initiative to use the emerging knowledge base and develop professional studies degree and staff development programs to prepare principals. (24…

This paper presents examples from 10 internal consultancies provided by the author within the Open University (United Kingdom) that reveal how teams develop and are integrated into the systems of a complex institution. These consultancies included: providing consulting services to a course team; counseling with a course team chair; serving as a…

Intended as a reference book for students and practitioners who are concerned with present and future problems of administering and supervising vocational education at the secondary and collegiate levels, this volume may also serve as a textbook in graduate courses dealing with administration and supervision in business education. Discussed first…