Service Excellence Path
Want to make the experience you give to students and constituents personal and memorable? This session will provide tips, tools, and techniques you can use to individually improve the service you give to others. So, whether you engage with students, parents, vendors, co-workers, etc., the key is to determine “What is the message you want your area to send?” “How can you become a “service hero” to others?” and “How can you calm people when they are upset or angry?”
This session will identify and let you practice the nuts and bolts of how to create an ideal service experience that builds the trust and confidence of how others view you, your department, and the university.
Facilitator: Teri Yanovitch has been on the frontline of the customer experience for more than three decades. Author of the acclaimed "Unleashing Excellence - The Complete Guide to Ultimate Customer Service", she is a former executive with the noted guru of quality management, Philip Crosby and taught for many years at The Quality College in Winter Park.
She is also a former regional trainer of the southeast U.S. for the Hertz Corporation, seminar leader and keynote speaker at the Disney Institute and for the past seven years an adjunct at Cornell University where she teaches “Creating a Culture of Service Excellence”. For the past several years, she has been working with educational institutions to engrain service excellence into the fabric of the organization so that every employee wants to deliver an exceptional experience and that it comes from the heart, not just a mandate from management.
Workplace Specific Path
Will you be the “survivor” or will you get kicked off the island? In many of our business interactions, it seems like we are competing to win a prize. Instead of working together, we act like there is a “winner” and a “loser.” In the Connecting for Collaboration workshop, you will learn why collaborating, and not competing, makes us all winners. You will learn how to connect with each other so that we can all live on the island, enjoy working together and accomplish so much more. So, don’t be the “biggest loser” and have people avoid working with you. Attend this workshop and be known as the person who’s “got talent.”
Facilitator: Isabel Graf has more than 20 years of experience working in human resources and accounting. In 2008, Isabel founded Insights2Talent, offering executive coaching, leadership development programs and assessments. Prior to Insights2Talent, Isabel worked in several executive and consulting roles in various industries, from small companies to Fortune 500 companies.
Isabel has a Ph.D. in Human Resources Management, specializing in Organizational Behavior, from the University of Illinois at Chicago, an MBA in Accounting from the Katz Graduate School of Business at the University of Pittsburgh, and a Bachelor of Science degree in Finance and Organizational Management from the Wharton School at the University of Pennsylvania. Isabel has co-authored articles in peer-reviewed journals and spoken at various human resources conferences.
Join three of UNF’s Vice Presidents for a lively discussion on accomplishments in their areas and take a step into the future to see what new opportunities and challenges UNF faces. There will be an opportunity for questions and answers after the presentation.
Panelists: Dr. Thomas “Tom” Serwatka currently serves as vice president and chief of staff at the University of North Florida. Since joining the university as a faculty member, he has held administrative positions as program director of Exceptional Student Education, associate dean of the College of Education and Human Services, and dean of the Graduate School and associate vice president for Academic Affairs. In his current role, Tom has responsibility for working with UNF’s Board of Trustees, for university policy development, for management of the President’s Office, and for other duties as assigned including the development of UNF’s 2004-2009 strategic plan. Tom’s scholarly activities include three monographs and over thirty book chapters, juried articles and published proceedings. His most recent work, Queer Questions, Clear Answers: The Contemporary Debates on Sexual Orientation, was published by Praeger Press in May 2010. A graduate of Baldwin Wallace College, Tom earned his master and doctoral degrees at Kent State University.
Shari Shuman is a Certified Public Accountant specializing in Public Sector Financing. She currently holds the position of Vice President of Administration and Finance at the University of North Florida, where she oversees 16 departments and more than 400 employees. In addition, she serves as the University of North Florida Foundation Treasurer, which has an endowment of more than $66 million. Before coming to UNF in 2003, Shari worked for the City of Jacksonville, serving in a number of critical financial and leadership roles including Chief of Staff for the Jacksonville Economic Development Commission, City Treasurer and City Comptroller. She is also active in the community, serving on the River Garden Hebrew Home for the Aged Board of Directors and the Board of Directors for the Jacksonville Jewish Center as Chair of the Investment Committee. Shari received her undergraduate degree in Accounting from the University of Florida and her Master of Public Administration degree from UNF.
Janet Owen serves as the vice president for Governmental Affairs and associate general counsel at the University of North Florida. A Jacksonville native and graduate of the University of Florida, she received her law degree from Stetson University College of Law in 1985. She was a senior associate with the Jacksonville law firm of Brant, Moore, Sapp, Macdonald & Wells prior to joining UNF as associate general counsel in 1994. In January 1998, Ms. Owen was appointed to serve as UNF’s lobbyist. Janet currently serves on the WJCT Community Advisory Board, the Cathedral Arts Project Board, The Episcopal School Board of Trustees and as chancellor to Cathedral School and Early Learning Center Board of Trustees. She has chaired the Government Affairs Committee of the Jacksonville Regional Chamber of Commerce and currently serves on the Chamber’s Board of Directors, Public Policy Committee, and as vice chair of the Workforce Development & Education Committee. She is a current member of Leadership Florida’s Class XXX.
The one person in the organization who has the greatest impact on whether someone enjoys coming to work or is miserable in his or her job is that person’s manager. This workshop is all about helping managers engage, motivate, and retain their direct reports by eliminating the three primary causes of job misery: anonymity, irrelevance and immeasurement. At first glance, these factors seem obvious and easy to resolve, yet they remain unaddressed by even the most well-meaning managers.
This workshop is based on the model developed by Patrick Lencioni in his book The Three Signs of a Miserable Job. You will learn about the factors in this model, will complete a self-assessment of your strengths and identify your susceptibility to the three signs, and will identify actions you can take to improve employee engagement.
Facilitator: Linda Plummer, SPHR, has over 25 years of experience in Human Resources, specializing in workshop design and facilitation. She has also managed sales and call center operations with AT&T. Founder of Plummer & Associates, she has consulted with a wide range of organizations including: the PGA Tour, Mayo Clinic, the University of North Florida, and the Federal Reserve Bank of Atlanta.
Linda graduated from Georgia State’s Executive MBA program. She was awarded HR Professional of the Year by the SHRM JX chapter in 2011 and Trainer of the Year by ASTD in 2007.
In this age of cascading connectivity, skill in communication and persuasion can increase the scope, quality and positive results of your interactions with others. How to Click with People is a thoroughly enjoyable tour through the art and science of why and how we resonate with each other. This presentation is fun, fast paced, and fundamentally important for anyone interested in winning hearts, hands and minds for a positive purpose. Join Dr. Kirschner as he reveals the secrets to connecting, relating, and communicating successfully with just about anyone.
Facilitator: Speaker, educator and coach Dr. Rick Kirschner is the author or coauthor of eight books, including the international bestseller, Dealing With People You Can't Stand: How To Bring Out The Best In People At Their Worst (McGraw Hill) and his most recent work, How To Click With People: The Secret To Better Relationships In Business And In Life.
Blending people-friendly humor with practical skills and useful information to create learning experiences that make a difference, he has delighted audiences with his deep expertise on dealing with change and navigating life's challenge. His clients include some of the world's best known organizations, such as AT&T, Kraft Foods, NASA, Progressive Insurance, and Starbucks.
Work/Life Balance Path
This session offers resources to improve work/ life balance. Strategies for wellness including a model that encourages optimistic thinking, activities that improve life balance, and exercises that promote relaxation and peace will be presented. Participants will have opportunities to discuss and practice these strategies.
Facilitators: Dr. Richmond Wynn is an Assistant Professor of Clinical Mental Health Counseling in the Brooks College of Health at UNF. His research focuses on intersectionality of identity and traumatic stress with an emphasis on marginalized social identity groups. He is specifically interested in the ways in which culturally diverse, lesbian, gay, bisexual, and transgender (LGBT) people negotiate their identities. Over the past 21 years, Dr. Wynn has held various direct service and administrative positions in the mental health field. He has also provided consultation in corporate and non-profit settings and has conducted numerous workshops on a variety of mental health topics.
Angelina Thomas is a Clinical Mental Health Counseling graduate student in the Brooks College of Health at UNF. A native of the area, she comes back to Jacksonville after graduating with a double major in Psychology and English from Florida State University, and gaining some post-Bachelor’s experience in a Social Psychology lab. Currently, Angelina works at a non-profit organization assisting with community re-development. This graduate student hopes through her efforts that little by little she can help society move in a positive direction benefiting everyone.