SLD 140 Student Services Leadership 1

Lecture Hours: 1
Credits: 1

Prepares student leaders to represent the college in a responsible, ethical, and professional manner. Introduces customer service and teamwork concepts.

Prerequisite: Consent of instructor.
Student Learning Outcomes:

Practice excellent customer service skills with prospective and current students.
Apply public relations strategies in recruitment and retention activities.
Apply key facets of team dynamics as a student services leader.

Content Outline

Understanding Your Role
- What is “recruitment”
- Expectations of prospects and students
- You as our ambassador
What Are We Selling
- Chemeketa values
- The community college experience
Making an Impression
- Positive first impressions
- Ethical role modeling
Being Welcoming and Inclusive
- Reflections on community
- Cross-cultural cues
Customer Service
- Customer needs
- Customer concerns and complaints
- Handling customers with care
Tour Etiquette
- Where to draw the line
- College traditions and history
Working as a Team
- Team concept
- Becoming a team supreme
The Resource Source
- How to be a resource
- Learning styles
Managing Information
- Confidentiality
- FERPA refresher