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

Download or read book Excellence in University Assessment written by David Carless and published by Routledge. This book was released on 2015-04-24 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: Assessment in higher education is an area of intense current interest, not least due to its central role in student learning processes. Excellence in University Assessment is a pioneering text which contributes to the theory and practice of assessment through detailed discussion and analysis of award-winning teaching across multiple disciplines. It provides inspiration and strategies for higher education practitioners to improve their understanding and practice of assessment. The book uses an innovative model of learning-oriented assessment to analyze the practice of university teachers who have been recipients of teaching awards for excellence. It critically scrutinizes their methods in context in order to develop key insights into effective teaching, learning and assessment processes. Pivotal topics include: Competing priorities in assessment and ways of tackling them; The nature of quality assessment task design; The student experience of assessment; Promoting student engagement with feedback. An indispensable contribution to assessment in higher education, Excellence in University Assessment is a valuable guide for university leaders, middle managers, staff developers, teachers and researchers interested in the crucial topic of assessment.

Download or read book A Leadership Guide for Women in Higher Education written by Marjorie Hass and published by JHU Press. This book was released on 2021-08-10 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book aims to give women the frank, supportive advice they need to advance in their careers and to lead with excellence. Based on the author's fifteen years of senior leadership experience at three different colleges and her mentorship work with dozens of women, this book guides women through launching, building, and advancing an academic career"--

Download or read book A Teacher s Guide to Excellence in Every Classroom written by John R. Wink and published by . This book was released on 2019 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: "In A Teacher's Guide to Excellence in Every Classroom: Creating Support Systems for Student Success, author John R. Wink acknowledges the unique and significant role that educators play in the lives of their students both as role models and guides. Teachers in the 21st century are far more than simple educators in the lives of their students. As such, this book acts as a guide for educators who wish to maximize their impact in their students' lives and unlock their students' full potential. Readers will not only learn how to increase their effectiveness as educators, but how to push all their students toward academic excellence"--

Download or read book A Guide for Leaders in Higher Education written by Brent D. Ruben and published by Taylor & Francis. This book was released on 2023-07-03 with total page 483 pages. Available in PDF, EPUB and Kindle. Book excerpt: FIRST EDITION SPECIAL RECOGNITION:Winner of the 2018 Sue DeWine Distinguished Scholarly Book Award, National Communication Association, Applied Communication Division REVIEWS OF THE FIRST EDITION“The book provides frameworks and resources that would be highly relevant for new and aspiring department chairs. In fact, this text is ideally designed to serve as a selection for a book discussion group.”—The Department Chair“Succeeds in providing accessible and useful resources to individuals across different leadership roles... As a midpoint between textbook and reference work, it is successful at both and provides a clear and unbiased background to issues facing current leaders.”—Reflective TeachingDuring a time of unprecedented challenges facing higher education, the need for effective leadership – for informal and formal leaders across the organization – has never been more imperative.Since publication of the first edition, the environment for higher education has become more critical and complex. Whether facing falling enrollments, questions of economic sustainability, the changing composition of the faculty and student bodies, differential retention and graduation rates, declining public confidence in the enterprise, or the rise in the use of virtual technologies – not to mention how COVID-19 and an intensified focus on long standing issues of racial and gender representation and equity have impacted institutions and challenged many long-standing assumptions – it is clear that learning on the job no longer suffices. Leadership development in higher education has become essential for advancing institutional effectiveness, which is the focus of this book.Taking into account the imperative issues of diversity, inclusion, and belonging, and the context of institutional mission and culture, this book centers on developing capacities for designing and implementing plans, strategies, and structures; connecting and engaging with colleagues and students; and communicating and collaborating with external constituencies in order to shape decisions and policies. It highlights the need to think broadly about the purposes of higher education and the dynamics of organizational excellence, and to apply these insights effectively in goal setting, planning and change leadership, outcomes assessment, addressing crises, and continuous improvement at both the level of the individual and organization.The concepts and tools in this book are equally valuable for faculty and staff leaders, whether in formal leadership roles, such as deans, chairs, or directors of institutes, committees, or task forces, or those who perform informal leadership functions within their departments, disciplines, or institutions. It can be used as a professional guide, a textbook in graduate courses, or as a resource in leadership training and development programs. Each chapter concludes with a series of case studies and guiding questions.

Download or read book International Perspectives on Teaching Excellence in Higher Education written by Alan Skelton and published by Routledge. This book was released on 2013-05-13 with total page 332 pages. Available in PDF, EPUB and Kindle. Book excerpt: There has been an explosion of interest in teaching excellence in higher education. Once labelled the ‘poor relation’ of the research/teaching divide, teaching is now firmly on the policy agenda; pressure on institutions to improve the quality of teaching has never been greater and significant funding seeks to promote teaching excellence in higher education institutions. This book constitutes the first serious scrutiny of how and why it should be achieved. International perspectives from educational researchers, award winning teachers, practitioners and educational developers consider key topics, including: policy initiatives research-led teaching teaching excellence and scholarship the significance of academic disciplines research into teaching excellence rewarding through promotion inclusive learning and ICT. Teaching Excellence in Higher Education provides a guide for all those supporting, promoting and trying to achieve teaching excellence in higher education and sets the scene for teaching excellence as a field for serious investigation and critical enquiry.

Download or read book Excellence Through Equity written by Alan M. Blankstein and published by ASCD. This book was released on 2016-02-26 with total page 332 pages. Available in PDF, EPUB and Kindle. Book excerpt: Excellence Through Equity is an inspiring look at how real-world educators are creating schools where all students are able to thrive. In these schools, educators understand that equity is not about treating all children the same. They are deeply committed to ensuring that each student receives what he or she individually needs to develop their full potential and succeed. To help educators with what can at times be a difficult and challenging journey, Blankstein and Noguera frame the book with five guiding principles of Courageous Leadership: Getting to your core Making organizational meaning Ensuring constancy and consistency of purpose Facing the facts and your fears Building sustainable relationships. They further emphasize that the practices are grounded in three important areas of research that are too often disregarded: (1) child development, (2) neuroscience, and (3) environmental influences on child development and learning. You'll hear from Carol Corbett Burris, Michael Fullan, Marcus J. Newsome, Paul Reville, Susan Szachowicz, and other bold practitioners and visionary thinkers who share compelling and actionable ideas, strategies, and experiences for closing the achievement gap in your classrooms and school. Ensuring that all students receive an education that cultivates their talents and potential is in all our common interest. As Andy Hargreaves writes in the coda: "The opportunity for all Americans is to articulate and believe in an inspiring vision of educational change that is about what the next generation of America and Americans should become, not about a target or ranking that the nation should attain." From the Foreword by Archbishop Desmond Tutu: "Letting go of a system of winners and losers in favor of what is proposed in this book is a courageous leap forward that we all must take together. Let this bold, practical book be a guide; and may you travel into this new exciting vista, in which every child can succeed."

Download or read book Assessment for Excellence written by Alexander W. Astin and published by Rowman & Littlefield Publishers. This book was released on 2012-07-13 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second edition of Assessment for Excellence arrives as higher education enters a new era of the accountability movement. In the face of mandates such as results-based funding and outcomes-based accreditation, institutions and assessment specialists are feeling increasingly pressured to demonstrate accountability to external constituencies. The practice of assessment under these new accountability pressures takes on special significance for the education of students and the development of talent across the entire higher education system. This book introduces a talent development approach to educational assessment as a counter to prevailing philosophies, illustrating how contemporary practices are unable to provide institutions with meaningful data with which to improve educational outcomes. It provides administrators, policymakers, researchers, and analysts with a comprehensive framework for developing new assessment programs to promote talent development and for scrutinizing existing policies and practices. Written for a wide audience, the book enables the lay reader to quickly grasp the imperatives of a properly-designed assessment program, and also to gain adequate statistical understanding necessary for examining current or planned assessment policies. More advanced readers will appreciate the technical appendix for assistance in conducting statistical analyses that align with a talent development approach. In addition, institutional researchers will benefit from sections that outline the development of appropriate student databases.

Download or read book An Evidence based Guide to College and University Teaching written by Aaron S. Richmond and published by Routledge. This book was released on 2016-06-10 with total page 229 pages. Available in PDF, EPUB and Kindle. Book excerpt: What makes a good college teacher? This book provides an evidence- based answer to that question by presenting a set of "model teaching characteristics" that define what makes a good college teacher. Based on six fundamental areas of teaching competency known as Model Teaching Characteristics outlined by The Society for the Teaching of Psychology (STP), this book describes how college faculty from all disciplines and at all levels of experience can use these characteristics to evaluate, guide, and improve their teaching. Evidence based research supports the inclusion of each characteristic, each of which is illustrated through example, to help readers master the skills. Readers learn to evaluate their teaching abilities by providing guidance on what to document and how to accumulate and organize the evidence. Two introductory chapters outline the model teaching characteristics followed by six chapters, each devoted to one of the characteristics: training, instructional methods, course content, assessment, syllabus construction, and student evaluations. The book: -Features in each chapter self-evaluation surveys that help readers identify gaps between the model characteristics and their own teaching, case studies that illustrate common teaching problems, discussion questions that encourage critical thinking, and additional readings for further exploration. -Discusses the need to master teaching skills such as collaborative learning, listening, and using technology as well as discipline-specific knowledge. -Advocates for the use of student-learning outcomes to help teachers better evaluate student performance based on their achievement of specific learning goals. -Argues for the development of learning objectives that reflect the core of the discipline‘s theories and applications, strengthen basic liberal arts skills, and infuse ethical and diversity issues. -Discusses how to solicit student feedback and utilize these evaluations to improve teaching. Intended for professional development or teacher training courses offered in masters and doctoral programs in colleges and universities, this book is also an invaluable resource for faculty development centers, college and university administrators, and college teachers of all levels and disciplines, from novice to the most experienced, interested in becoming more effective teachers.

Download or read book Achieving Educational Excellence written by Alexander W. Astin and published by Jossey-Bass. This book was released on 1985-04-30 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Excellence in Higher Education Guide written by Brent D. Ruben and published by . This book was released on 2023 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The new (eighth) edition of the Excellence in Higher Education Guide: A Framework for the Design, Assessment and Continuous Improvement of Institutions, Departments and Programs updates and extends the classic EHE series. This edition includes a broad and integrated approach to design, assessment, planning, and improvement of colleges and universities of all types, as well as individual academic, student affairs, administrative and services units. The framework included in the Guide is adaptable to institutions and units with any mission, and is consistent with the current directions within regional and programmatic accreditation. Based on the Malcolm Baldridge National Quality Award framework, this bestseller is the definitive tool for college and university administrators. The flexibility of the EHE model makes it appropriate for use with administrative or academic departments, with administrative or faculty councils or senate, and with programs, centers, or institutes. Moreover, the framework can be used by an entire college or university or with a particular department, division or campus. The EHE program includes everything you need to conduct a self-assessment workshop. The Guide provides facilitators with a solid understanding of the EHE model, providing detailed guidance in each of the seven areas: Leadership, Purposes and Plans, Beneficiary and Constituency Relationships, Programs and Services, Faculty/Staff and Workplace, Metrics, Assessment and Analysis, Outcomes and Achievements. -- Provided by publisher.

Download or read book A School Leader s Guide to Excellence written by Carmen Fariña and published by Heinemann Educational Books. This book was released on 2014 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The first priority for school leaders is to understand that problems cannot define a vision nor become its end point. Instead, they are opportunities to include stakeholders in formulating the vision." - Carmen Farina and Laura Kotch This updated edition of A School Leader's Guide to Excellence models exactly how current Chancellor of New York City Public Schools, Carmen Farina, and former Executive Director of Professional Development for the New York City Department of Education, Laura Kotch, transform struggling schools and make good schools great. Carmen and Laura "believe that conversations and collaboration work better than competition and isolation, and that excellence can be shared and replicated. The building blocks of what works well in one classroom or school can be exported to build consistency and community across classrooms and schools." Their plan shows precisely how to envision success and share your plan, collaborate inside your building and outside it to build the momentum for change then focus everyone's energy toward accomplishing even your highest goals.

Download or read book Building Excellence in Higher Education written by Arnoud De Meyer and published by . This book was released on 2021 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written by Arnoud de Meyer, widely regarded as one of the pre-eminent management educators and leaders in higher education, the book takes Singapore as an in-depth case study of how to build a system of higher education.

Download or read book A Leader s Guide to Excellence in Every Classroom written by John R. Wink and published by Solution Tree. This book was released on 2016-11-11 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This resource examines the Hierarchy of Instructional Excellence, which prioritizes the order of teacher development for ultimate success.

Download or read book Excellence in Teaching and Learning in Higher Education written by Isabel Huet and published by Imprensa da Universidade de Coimbra / Coimbra University Press. This book was released on 2021 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: The initial ‘idea’ for the book emerged during the seminar Sharing of Innovative Pedagogical Practices that occurred at the University of Coimbra (Portugal) in 2018. Like all ‘good ideas’, this one originated in a conversation between colleagues from the University of Coimbra and the University of West London in the United Kingdom. The ‘idea’ of this book was to move away from sharing experiences related to teaching and learning in higher education in just one or two countries, but instead to organise a more European view about the policy, research and teaching practices that are shaping the way our students learn, academics teach and do research. We have a total of 16 chapters from academics in Portugal, the United Kingdom, Ireland, Sweden, the Netherlands, Spain, Italy, and the Czech Republic. The book is organised in four interrelated themes: (1) policy and quality; (2) professionalisation of teaching and academic development; (3) research and teaching nexus; and (4) pedagogy and practice. Enjoy reading the book!

Download or read book An Ethic of Excellence written by Ron Berger and published by Heinemann Educational Books. This book was released on 2003 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: The author gives us a vision of educational reform that transcends standards, curriculum, and instructional strategies. He argues for a paradigm shift-a schoolwide embrace of an "ethic of excellence" and with a passion for quality describes what's possible when teachers, students, and parents commit to nothing less than the best. The author tells exactly how this can be done, from the blackboard to the blacktop to the school boardroom.

Download or read book Lean Six Sigma in Higher Education written by Jiju Antony and published by Emerald Group Publishing. This book was released on 2020-11-30 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book illustrates the integration of both Lean and Six Sigma as a process excellence methodology which can be utilized in Higher Education environments for achieving and sustaining world class efficiency and effectiveness. It showcases various studies carried out by leading research scholars, academics and practitioners.