RSC YH Exchange

Title:                             UCISA-SDG Professional Skills for Advisory Staff
Date:                             16 - 19 September 2008
Venue:                            University of East Anglia
Booking deadline:            Friday 29 August 2008

Professional Skills is aimed at computer professionals who have been working in an HE Computing/ Information Service for at least a year.

Working on the assumption that participants have the technical skills to do their job, this course examines the administrative, communication, problem solving and business skills which are needed in the modern work environment.

This course will particularly benefit those who work in a helpdesk environment or are directly involved in advisory or support work and blends discussion with individual and group work based on the individual experiences of all those who attend.

It is highly participatory throughout all sessions which cover:

• The Purpose of Advisory
• Customer care and Quality
• Service Level Definitions
• Communication Skills
• Problem Determination
• Problem Solving
• Conflict Resolution
• Team Work
• Stress and Motivation

For further information and the booking form go to www.ucisa.ac.uk/groups/sdg/Events/2008/prof_skills_Sept_08.aspx