This message is forwarded on behalf of David Guy <[log in to unmask]>
to whom follow up enquiries should be sent.
Mike Fuller
Canterbury Business School, University of Kent,
Canterbury, Kent, CT2 7PE, UK
Tel +44 1227 827729 direct line; 827726 messages; 764000 switchboard
Fax +44 1227 761187; email [log in to unmask]
Home page: http://www.ukc.ac.uk/php/mff/
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Usual apologies for cross-postings.
This e-mail announces the first public presentation of the newly
revised Professional Skills for Advisory Staff course which will take
place on 24-27 November at Wansfell College, Theydon Bois, Essex.
Building on the skills acquired through Communicating with Users, this
course is aimed at computer professionals who have been working within
an HE Computing Service for at least a year. It will particularly
benefit
those who work on a HelpDesk or are directly involved in advisory or
support work.
Working on the assumption that all participants will have the technical
skills to do their job, the course examines in detail the
administrative,
communication, problem solving and business skills which they are likely
to need in the modern work environment. Over three full days, it covers
The Purpose of Support
Customer Care and Quality
Service Level Definitions
Communication Skills
Problem Determination
Problem Solving
Conflict Resolution
Team Work
Stress and Motivation
The course blends discussion with individual and group work based
on the individual experiences of all those who attend. It is highly
participatory.
The course fee is £350 for UCISA members and £525 for non-members.
A Web booking form is available at
http://www.ucisa.ac.uk/SDG/p_skills.htm
David Guy
on behalf of UCISA Staff Development Group
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David Guy
Training and Education Officer
Information Systems
University College London
E-Mail [log in to unmask]
Phone +44 (0)171-380 7826
Fax +44 (0)171-388 5406
URL http://www.ucl.ac.uk/~ccaadng
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