Service Focus and Innovation

Service Focus & Innovation is the ability to understand and anticipate customer needs, act to provide high-quality products and services to meet expectations of all internal and external stakeholders and generate a range of innovative ideas to make systems/procedures more customer focused.

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Who should attend? This course is aimed at all staff members.

Description: This half-day course has been designed to encourage creative thinking to generate innovative solutions when staff come across obstacles and challenges within their role.

During the course, we will look at the entire problem solving process and the key tools and techniques that can be used to generate solutions. The course content includes information on how to define the problem, clarify outcomes, identify and explore alternative ideas using brainstorming techniques. 

This is a highly practical course and scenario based exercises and group discussions will be used throughout to allow learners to gain a better understanding of how personal effectiveness principles apply in practice.

Topics covered: 

  • Core principles and benefits of creative thinking
  • Clarifying the problem – Tools for determining the root cause - 5 Whys; Fishbone Diagrams;
  • Generating solutions - Introduction to brainstorming and useful tools & techniques
  • Evaluating and implementing solutions

 

Course Notes: To gain the maximum benefit from the course each learner will be asked to complete a pre-course survey where they outline a specific problem they/their team have encountered in the last 6 months, detail how they handled the problem and on reflection did the chosen solution work.

This will help learners to set the context for the course and allow them to focus on areas they need to improve.

Scheduling Notes:  3.5-hours - including 15-minute break. 

Places: 20

Booking: 

For details of upcoming events or to book your place on available courses, please visit the HR - Professional Development booking centre  If your chosen course is fully booked or no longer available, you can access the UCD LinkedIn learning portal via your UCD Connect login where you will find a range of eLearning courses. The 2021/22 training course catalogue will be launched and available to book from the start of the next Academic Year

If you have any further queries on this programme, please contact peopledevelopment@ucd.ie or call ext 4919.

Who should attend? This course is aimed at all staff members.

Description: This half-day course will give learners the skills they need to communicate professionally both with internal and external customers and enhance customer relationships through excellent customer service.

During the course, learners will analyse the essential ingredients of presenting a professional image i.e. Attitude and Behaviour.

The course also covers how to best use their communication skills over the telephone, face to face and by email, how to understand their customers better, manage customer expectations and to make the most of each interaction with the customer.

This is a highly practical course and scenario based exercises and group discussions will be used throughout to allow learners to gain a better understanding of how personal effectiveness principles apply in practice.

Course Notes: To gain the maximum benefit from the course each learner will be asked to complete a Customer Service Quiz to assess how good their current customer service skills are.  This will help learners to set the context for the course and allow them to focus on areas they need to improve on.

Scheduling Notes: 3.5-hours 

Places: 20

Booking:

For details of upcoming events or to book your place on available courses, please visit the HR - Professional Development booking centre  If your chosen course is fully booked or no longer available, you can access the UCD LinkedIn learning portal via your UCD Connect login where you will find a range of eLearning courses. The 2021/22 training course catalogue will be launched and available to book from the start of the next Academic Year

If you have any further queries on this programme, please contact peopledevelopment@ucd.ie or call ext 4919.

Who should attend? This course is aimed at People Leaders / Project Leads who wish to enhance the customer / student experience.

Description: Just about everyone has a customer – maybe it’s your students, maybe it’s another team in UCD or external stakeholders. If you are looking to enhance the customer experience then this programme will help you apply a framework for delivering an exceptional customer experience, create the right culture and manage, motivate and inspire people who are responsible for the delivery to live the values and behaviours necessary for success.

Course Notes: To gain the maximum benefit and subsequent impact from the course each learner will be asked to undertake some light pre and post course work.

Scheduling Notes:  2 x 2.5-hour workshop a week apart and 1 short follow up session two months later. Note: When booking, please be sure to also diary the date for the short follow up session, to be held on 14 April 2021 from 9:30 – 10:30.

Booking:

For details of upcoming events or to book your place on available courses, please visit the HR - Professional Development booking centre  If your chosen course is fully booked or no longer available, you can access the UCD LinkedIn learning portal via your UCD Connect login where you will find a range of eLearning courses. The 2021/22 training course catalogue will be launched and available to book from the start of the next Academic Year

If you have any further queries on this programme, please contact peopledevelopment@ucd.ie or call ext 4919.

Who should attend? This course is aimed at all staff members.

Description: The aim of this half-day event is for participants to explore some of the behaviours associated with personal effectiveness and how they can implement these behaviours for improved effectiveness. The course will look at the area of initiative, ways to become more proactive, make decisions and develop a solution focus.

Participants will create an action plan for personal effectiveness during the session.

Course Notes:

List what elements of your own personal effectiveness you would like to strengthen as a result of this course,

List a couple of instances where you have recently taken the initiative and your experience in doing so.

Scheduling Notes: 3.5 hour 

Places: 16

Booking:

For details of upcoming events or to book your place on available courses, please visit the HR - Professional Development booking centre  If your chosen course is fully booked or no longer available, you can access the UCD LinkedIn learning portal via your UCD Connect login where you will find a range of eLearning courses. The 2021/22 training course catalogue will be launched and available to book from the start of the next Academic Year

If you have any further queries on this programme, please contact peopledevelopment@ucd.ie or call ext 4919.

Who should attend? All Faculty 

Description: This programme is designed to deliver the knowledge, skills, and behaviours required for academics to build resilience and manage pressure during an intense period of change/progress whilst reducing the impact of working remotely.

Content: The training will be facilitative in nature and delivered in a high energy engaging format designed especially for academics managing the increasing challenges of COVID times. 

Learning Outcomes - In this training participants will:

  • Understand and identify sources of personal & professional pressure
  • Identify individual skills for facilitating greater resilience in personal and professional challenge
  • Understand the relationship between pressure performance and resilience
  • Understand the competencies for reducing the impact of remote/hybrid working in an academic environment.
  • Understand the skills for managing pressure and performance including work/home boundaries and transitions
  • Understand how to communicate/feedback effectively in remote hybrid academia
  • Implement strategies for improving engagement and reducing pressure within self and students
  • Reduce “Cognitive load” and develop a realistic positive mental attitude
  • Critically analyse their own patterns of behaviour and introduce fast effective techniques proven to improve performance from a cognitive emotional perspective
  • Integrate the pillars of Resilience into their remote/hybrid working lives
  • Improve performance, creativity, and self-management under pressure without impacting on personal health, well-being, and vitality
  • Develop an effective plan for improved self -care in the short, medium and long term

Course notes: This workshop requires pre-course work.

Scheduling notes: This is a 3-hour workshop.

Places: 20

Booking:

For details of upcoming events or to book your place, please visit the People Development booking centre.

If you have any further queries on this programme, please contact peopledevelopment@ucd.ie or call ext 4919.