Bone Student CenterStudent Staff Training

Sunday, August 29, 2010

Welcome!

• There are between 175-200 student employees working for Bone!

• Today's training will focus on items that effect everyone’s job rather than details of anyone’s job.

Jim Carlson

Executive Director Bone Student Center

Agenda

• 10:30am – 11:00am Check-in/New Students – Ballroom• -Sign in, Name Tags, Agenda• 11:00am-11:30am Welcome/Intro – Jim Carlson• -Org Chart, History, Mission

11:30am-12:00pm Policies/Procedures- Michelle Paul & Paul Reynolds

• 12:00-12:15pm Check-in returning students/break new students

• 12:15pm-12:45 Lunch – all

• 12:45pm-1:15pm Jim Carlson / Bone & Braden Master Planning

• 1:15pm -1:45pm Icebreaker – Matt, Kevin, Aimee & Susan• 1:45pm-2:30pm Deputy Chief Aaron Woodruff, ISU PD• 2:30pm-3:00pm Customer Service- Susan Worrell

-Johnny the Bagger- and skits

• 3:00pm-3:15pm Group photos•

Scheduling and Event Services-Coordinator – Jennifer Booher-Event Specialist – Mary Bahan-Event Specialist – Kelli VandeSchraafGuest Services

Operations-Supv/Univ Union Operation– Jean Darnall-Supv/Univ Union Operation – Brett Charlett

Production Services-Tech Director – Chuck Fudge-Asst. Tech Director – Shawn Malott-Asst. Tech Director – Eric Ballard-Asst. Tech Director – Nathan Menken

Executive DirectorJim Carlson

Associate DirectorZ. Paul Reynolds

Grad Assistant-Renee Sinow

Bowling and Billiards Center-BBC Mgr – Rick Holmes-Pinsetter Mechanic – Paul Curry-Account Tech I– Mary Witham

Business Office-Business Mgr – Melody Palm-Account Tech III – Maureen Leisner-Account Tech III– Mary Weber-Account Tech III – Susan Worrell-Account Tech II – Patty MartinezLobby Shop Manager-Susan Worrell-Lobby Shop Grad Asst– Kevin Kelly

Office Manager- Shirley McCauley

Campus Signage Solutions-Manager – Mark Ballentine

BSC/BA Marketing-Coordinator – Susan Whitsitt-Grad Assistant – Nija Givens

Associate DirectorMichelle S. Paul

Facilities -Facilities Mgr - Pat O’Connell-Bldg Mech Foreman - Bud Smith

Building Service Workers (Housekeeping)

Infocentre

Box Office-Box Office Manager – Amy Johnson-Ticket Sales Specialist – Amanda Schlehuber

University Partners-Techzone-Dean of Students-Redbird Card Office-Campus Dining Services

Business Partners-Barnes & Noble-ISU Credit union-Pip Printing

Student Employee Task Force

• Matt Wyffels• Aimee Rankovich• Kevin Kelly• Michelle S. Paul• Z Paul Reynolds

Chuck Fudge• Nija Givens• Rick Holmes• Brad Owens

• Pat O’Connell• Kelli

VandeSchraaf• Amanda

Schlehuber• Katie Mueller• Allie Reutiman• Shirley McCauley• Susan Worrell• Mark Ballentine

History of the Bone Student Center

• The Union/Auditorium opened in 1973 and known as the U/AIt was initially name the Union/Auditorium

UA• Bowling and Billiard Center opened in

1972 in a separate facility known as the BBC

• The U/A was renamed Bone Student Center/Braden Auditorium in 1982

History – Cont.

• Bone and Braden were former University President’s who were passionately involved in the building of the U/A. The buildings were renamed in honor of their passion.

• A new BBC manager arrived in 1984 named Jim Carlson

• The Brown Ballroom was named for a donor honoring a former faculty member and his family, the Browns.

• Enough for now!

Mission of the Bone Student Center

• Bone Student Center provides quality facilities and services, primarily to students which create formal and informal learning situations.

• Bone contributes to the public service mission of the University by actively promoting and coordinating functions which encourage public interaction with the University community.

Jim’s Four Themes

• Take care of our customers!

• Take care of our staff and each other!

• Create an organization not dependent on any single individual!

• One Bone!

One Final Thought

• Have fun while you

are here!!!!!!!

You should know…

• About ACUI– Overview– Conference– I-LEAD– Rec Tournament– Role of the College Union

www.acui.org

You should know…

• Learning Outcomes– Purpose– Theorist– Review Vectors of Development– Pre Test– Post Test

You should know…

• General Expectations– Always “be at work” when at work!

• “Initiative and Self-Direction Should be Your Middle Name When You Come to Work!”

– Apply the Golden Rule!– ONEBone!– Uniform-Body AND Attitude!– Communicate (frequently)– Honesty

You should know…

• Schedule and Timeliness– Attendance and Punctuality– WhenToWork –

www.whentowork.com– Shift Substitutions– Requesting Time Off

• Use of Cellular Phones at Work• Breaks• TimePro• Paycheck Pick-up (DIRECT

DEPOSIT!!)• Overtime

Dress and Appearance

Appropriate Attire:• Tops

– Only provided shirts are allowed; Bird shirts on Friday

• Bottoms– Docker-type slacks, jeans that

are clean and neat in appearance

• Wearing the Uniform– pants worn at waist level– business appropriate size & fit

for tops and bottoms• Grooming

– hair should be neat, clean & trimmed

– good personal hygiene• Black-Out Days (dress up days)

Dress and Appearance Continued

Prohibited Items: • Shoes

– flip flops, casual sandals (including shower shoes), Crocs, swim shoes

• Bottoms– no bottoms with rips, tears, holes or frayed bottoms. – no wrinkled or soiled clothing– no shorts or skirts shorter than your finger tips (shorts only in summer)

– no athletic or sleepwear (loungewear) attire• Headwear

– no headwear working indoors (with religious exemptions)• Grooming

– no extreme facial piercing– no headphones – no extreme/heavy fragrances

Sundry Items

• Eating and Smoking• Keys and Security• Radio Use• Computer Use Ethics• Sexual Harassment• Drug and Alcohol Free Workplace

Performance Philosophy

• Evaluations– End of Fall– End of Spring

• Recognition and Correction– Hits– Misses– Correction Notice– Employee Appreciation and Recognition

Communications

• VPSA Email Account• Owa.ilstu.edu – check when away from of

fice

Lunch & Quick Break

Icebreaker!!

• Susan Worrell, Business Office• Matt Wyfells & Aimee Rankovich,

• Operations Student Managers• Kevin Kelly, Graduate Assistant

Bone Student Center Employee Safety

Aaron WoodruffIllinois State University Police

Department

DISCLAIMER:

• The information and events that take place during this

presentation are for training purposes only.

KNOW AND FOLLOW THE BSC PROTOCOLS

Rule #1

•438-8631

•9-1-1

• Many people hesitate to call the police out of fear of getting involved, or of being identified, or even of fear of sounding silly or over-suspicious.

• We need and want your help in preventing crime.

• Call anytime a crime is occurring, has occurred, or may occur.

When in doubt, call!

How do I call the police?

Remain calm and state the problem

• Give your name and phone number;

• If using a cell phone, state the city (or building) you are calling from*;

• State the location of the incident;

How do I call the police?

• Give a complete description of the person(s)/vehicle(s) involved;

• Give the direction the suspect(s) or vehicle(s) are travelling.

• Stay on the line until told to hang up.

How do I call the police?

Emergency Blue Lights

There are over 75emergency phones located throughout campus (not including elevator phones).

What is the biggest contributor to crime on campus?

Common Criminal Offenses:o Thefto Burglaryo Criminal Damageo Criminal Defacemento Disorderly Conducto Batteryo Assaulto Sexual Assaulto Criminal Trespasso Arson

Workplace Tips

When leaving your office or other secure areas, lock the doors even if you will be gone for "just a minute”.

Never leave your purse, wallet, or valuables exposed; store them out of sight, preferably in a locked drawer.

Check the identity of any strangers who are in

your office or other non-public areas. If anyone makes you uncomfortable, call the police department immediately.

• Report any broken or flickering lights, dimly lit corridors, broken windows, and doors that don’t lock properly to Facilities Management for repairs.

• If you notice signs of potential violence in a fellow employee, report this to the appropriate person. Immediately report any incidents of sexual harassment.

•  

Workplace Tips

Dealing with potentially violent people

• Be an empathetic listener: encourage the person to talk and listen patiently.

• Focus your attention on the other person to let them know you are interested in what they have to say.

•  

Dealing with potentially violent people

•  Acknowledge the person’s feelings. Indicate that you can see he or she is upset.

 Ask for small, specific favors such as asking the other person to move to a quieter area.

Be reassuring and point out choices. Break big problems into smaller, more manageable problems. 

 

Dealing with potentially violent people

•  Accept criticism in a positive way. When a complaint might be true, use statements like, “You’re probably right” or “It was my fault.” If the criticism seems unwarranted, ask clarifying questions.

Ask for his recommendations. Repeat back to him what you feel he is requesting of you. 

 

• What can you do when a critical incident occurs?

Walking Around Campus:• If you haven’t already, familiarize yourself

with all parts of campus in case you find yourself in unfamiliar places.

• Plan the safest route to your destination; choose well-lighted, busy pathways and streets.

• Know where the emergency call boxes are located on campus and learn how to use them.

• Travel in groups and avoid going out alone at night. Create a buddy system when leaving at night with your coworkers, or use ISU Students on Patrol (STOP).

• Tell a friend or roommate where you are going and what time you expect to return.

• If you are being followed, change direction, note the description of the person following you, and call the police.

Walking Around Campus:

Walking Around Campus:

• Do not wear headphones/earphones for an IPod, MP3 player, etc.

• Avoid talking on your cell phone, it can distract you from your surroundings.

• STAY AWARE!

Walking Around Campus:

• Walk near the curb and avoid shrubbery or other places of potential concealment.

• Carry your purse close to your body and keep a firm grip on it; carry your wallet in an inside coat pocket or your front pants pocket.

• Keep your keys separate from your purse or backpack.

• Walk with a confident stride; keep your head up and look around.

If you are attacked…• Go with you instincts, but be realistic about your

ability to fight off someone; your instinct may be to run, scream, kick, hit or bite.

• If a weapon is displayed, don’t resist. Give up your property and save your life.

• Do what you are told and don’t make any sudden moves.

• Try to remember as many details as possible and alert the police as soon as possible.

If you are attacked…

• Your goal should be to escape safely and survive; cooperate if you think that resisting may lead to further harm.

• Remember every situation is different; you are the only one who can decide the appropriate course of action.

• Constantly play the “what if” game to think about what you would do in a particular threatening situation. This will help prepare you to respond instinctively when a threat is encountered.

Additional Information:

Illinois State University Police Department

http://www.police.ilstu.edu

Click on the “EMERGENCY” link for emergency response plans

Campus Box 9240Normal, IL 61790-9240

(309) 438-8631

ISU Student Counseling Services

• Room 320, Student Services Building

• 438-3655• http://www.counseling.ilstu.edu/• Check website in Faculty/Staff

section for signs of distress in students

Path Crisis Center

• Available 24 hours a day, 365 days a year

• (309) 827-4005• (800) 570-7284• http://pathcrisis.org/

Recommended Reading:

• de Becker, G. 1997. The Gift of Fear: Survival Signals That Protect Us. Boston: Little, Brown, & Company.

Questions?

•438-8631

Customer Service

• Sub-committee: Shirley McCauley, Amanda Schlehuber, Kelli

VandeSchraaf• Presenter: Susan Worrell

Face to Face Etiquette

Always acknowledge and greet your customer Learn your repeat customers’ names Watch your customer Personalize your interaction with the customer-introduce yourself & your role in the building Always deal in a genuinely friendly and courteous manner Show an attentive interest in the customer by asking questions and listening to their requirements Always use plain understandable language – avoid company jargon Apply your knowledge to meet the customer’s needs Be knowledgeable about your business and services Demonstrate a good balance between a commitment to the customer and a commitment to the

organization Make sure you truly understand your customer’s request Always end your dealings by saying thank you and / or goodbye Don’t send people on a wild goose chase Be aware of building cleanliness – pick up trash on floor, etc Remember your own good experiences and why they made you feel good

Phone Etiquette

Answer promptlyDiscontinue any other conversation or activity before

picking up the receiverSpeak clearly in a pleasant tone of voice – SMILE!Use the hold button when leaving the line so that the

caller does not accidentally hear conversations being held nearby

When transferring a call, be sure to explain to the caller what you are doing and where you are transferring them

Email Etiquette

Keep messages brief and to the pointUse sentence case – not texting Use the subject field to indicate content and purposeUse signature that includes contact informationRemember that your tone can’t be heard in emailRemember that email is not privateDon’t use email as an excuse to avoid personal contactBe informal, but not sloppy – spelling, grammar and punctuation rules apply

Customer Service Skits

Johnny the Bagger…An Inspiration in Customer Service!

Wrap Up&

Group Photos