1. Working With & Supporting Administrative Staff IdeaPOP! May 13, 2011 Division of Student Affairs and Academic Support Presented by Kelley Fink Coordinator for Training, Orientation, and Development University Housing

2.  Reasons to focus on professional development of administrative support staff members.  Professional development opportunities desired by administrative support staff members.  Challenges with providing professional development opportunities for office administrative support staff members.  Strategies successfully utilized to assist administrative support staff members with their professional development needs.

3. So, why should we be concerned about the professional development of the administrative support staff members?

6.  Professionalism  Life Long Learners  Credibility  Confidence - in a job well done  Your office’s image & reputation is on the line Modified from Image Management : A Professional Necessity – Andrew E. Fink

9. Oops! Modified from Image Management : A Professional Necessity – Andrew E. Fink

11. Support Staff Professional Development Survey  2009  Distributed to administrative office support staff members within the Division of Student Affairs and Academic Support  52 participants

12. How would you rate the importance of professional development for you personally?  69% - “Very” Important  “The professional development workshops make me well prepared to interact with students and other staff/faculty.”  “It helps me by refreshing my professional skills.”

13. How would you rate the professional development opportunities offered by your department?  53% - “Very Poor to Average”  “We tried, but didn’t have support from the top so it wasn’t successful.”  “I don’t feel like professional development has been incorporated into my position while I have worked at the University.”  “I’m afraid to say that we are overlooked.”  “Appreciate the opportunities and believe them to be beneficial.”

14. How would you rate the professional development opportunities at USC (outside of your department)?  67% “Good or Very Good”  “HR’s professional development sessions are very good.”  “I have been to many and they have been informative.”  “There seem to be a wide range of opportunities.”

15. If applicable, what are the reasons that you do not engage in professional development?  “Have not been informed”  “Lack of funding”  “Scheduling conflicts”  “Time restraints”  “I worry about leaving my office that long because someone will have to manage all of my responsibilities while I am gone.”

16. What are the challenges with promoting professional development for this group of employees?  Varied levels of experiences  Motivation levels  Office coverage  Lack of funding  Time constraints  Fear  What else?

17. “Current Reality” “Their Goal” Modified from Hindsight, Insight, Foresight: A Leadership Development Plan – Andrew E. Fink

18. “Current Reality” “Their Goal” Fear/Anxiety Modified from Hindsight, Insight, Foresight: A Leadership Development Plan – Andrew E. Fink

19. “Current Reality” “Their Goal” Creative Tension! Modified from Hindsight, Insight, Foresight: A Leadership Development Plan – Andrew E. Fink

20. “Current Reality” “Their Goal” Success! Modified from Hindsight, Insight, Foresight: A Leadership Development Plan – Andrew E. Fink

21. Less Task Mature (Prescriptive) More Task Mature (Reflective) Each employee is different Modified from Hindsight, Insight, Foresight: A Leadership Development Plan – Andrew E. Fink

22. Laissez-faireComplete Control Where should your involvement fall? Modified from Hindsight, Insight, Foresight: A Leadership Development Plan – Andrew E. Fink

23. Laissez-faireComplete Control Where should your involvement fall? Your involvement should be intentional & intrusive! Modified from Hindsight, Insight, Foresight: A Leadership Development Plan – Andrew E. Fink

25.  Assess “where they are” today  Set goals for “where you and they want to be”  Identify and write “action items” to move them toward their goals.

27.  Computer based/technology training  Customer service  Communication skills  Time management  Public speaking  Conflict management

29.  Career Center – webinars (involve the administrative staff in seminars that are applicable  University Housing – meets once a month  USC Human Resources – Administrative Professionals’ Conference (in April each year)  What else?

34.  What is the most valuable thing that you have learned from this session?  What is one question that you still have?  What do you perceive to be your next step in supporting the administrative support staff members in your office?