Induction is aimed not only at staff who are joining IS for the first time,
but also at staff who move from one job to another in the department and have
not attended the induction programme recently. All new IS staff are expected
to attend. The programme will be run again on August 6th, 7th & 8th.
Anyone else who wishes or needs to update their knowledge or skills may ask
to attend or may be nominated to attend individual sessions by their Team
Leaders or ADs - who are also welcome to attend!
| Monday 31st March |
Our relationship with our customers - communication |
| 2:00 - 5:15 Hugh Owen Library Committee Room |
Communicating with our customers Shelley Upton - Suzy
Lamplugh Trust Tutor Personal Safety at Work. Face to face communications.
The problems of queues. Dealing with difficult customers and stopping things
escalating. Listening skills. Diversity issues in communication.
This session is paired with Improving Customer Service. These
courses will be repeated during the year. You should attend both, but the
order doesn't matter. *Repeated Friday
Book
here |
| Tuesday 1st April |
Our relationship with our customers - service |
2:00 - 5:15
Hugh Owen Library Training Room |
Improving Customer Service - Shelley Upton & Annette
Smith Who are our customers? What is good and bad service? Why does it
matter? The customer supply chain. Internal and external customers.
First impressions count! Expressing yourself clearly. Avoiding
conflict and managing awkward situations. Telephone skills. Using the UWA
phone network.
This session is paired with Communicating with our Customers.
These courses will be repeated during the year. You should attend both, but
the order doesn't matter. *Repeated Friday
Book
here |
| Wednesday 2nd April |
Procedures and Compliance |
10:15 - 1:00
Hugh Owen Library Training Room
|
An introduction to the world of Jonathan and Julie - The UWA
Data Protection Officer and the UWA Records Manager.
The morning's sessions include good working practices and information
legislation. They will cover data protection, the Freedom of Information
Act, records management and, more specifically email issues,
confidentiality, transparency, security and file management. This
session will also cover copyright matters. Refreshments will be included.
Book
here |
| 1:00 - 2:00 |
Lunch |
2:00 - 3:30
Hugh Owen Library Training Room |
Manual Handling - safety awareness - Shelley Upton &
Annette Smith
Whether your job requires you to shift heavy loads or whether you
occasionally carry a laptop you need to be able to lift and manoeuvre heavy
objects safely. You should refresh your manual handling skills every five
years.
Book here |
3:30 - 3:45
Hugh Owen Library Committee Room |
Refreshments |
3:45 - 5:00
Hugh Owen Library Committee Room |
Time management - Shelley Upton Practical strategies to help you make the
best of your time.
Book
here |
| Thursday 3rd April |
Looking after yourself and others |
9:30 - 11:00
Hugh Owen Library Committee Room |
Ensuring equality of opportunity for all - Olymbia Petrou -
Equal Opportunities Officer, UWA.
Book
here |
11:00 - 11:30
Hugh Owen Library Committee Room |
Refreshments |
11:30 - 1:00
Hugh Owen Library Training Room |
Disability awareness - Gill Price - Information
Services Disability Access Manager This session is designed to raise
awareness of our responsibilities under the law. It will involve discussion
and studies of case law.
Book
here |
| 1:00 - 2:00 |
Lunch |
2:00 - 3:00
Hugh Owen Library Training Room |
Health and safety - Meinir Morgan-Thomas - Hugh Owen Safety
Officer A general session on health and safety, procedures, and what to do
in the event of an accident or near miss.
Book
here |
3:00 - 3:15
Hugh Owen Library Committee Room |
Refreshments |
3:15 - 4:30
Hugh Owen Library Training Room |
Stress management - Shelley Upton Some of us thrive
on stress, some of us suffer under stress. This session looks at some of the
causes and helps you to recognise the symptoms. It also offers some
practical suggestions and exercises to help you deal with stressful
situations.
Book
here |
| Friday 4th April |
Our relationship with our customers - service |
9:30 - 12:45
Hugh Owen Library Training Room |
Improving Customer Service - Shelley Upton & Annette
Smith Who are our customers? What is good and bad service? Why does it
matter? The customer supply chain. Internal and external customers.
First impressions count! Expressing yourself clearly. Avoiding
conflict and managing awkward situations. Telephone skills. Using the
UWA phone network.
This session is paired with Communicating with our Customers.
These courses will be repeated during the year. You should attend both, but
the order doesn't matter.
Book
here |
| 12:45 - 1:45 |
Lunch |
| 1:45 - 5:00 Hugh Owen Library Committee Room |
Communicating with our customers Shelley Upton - Suzy
Lamplugh Trust Tutor Personal Safety at Work. Face to face communications.
The problems of queues. Dealing with difficult customers and stopping things
escalating. Listening skills. Diversity issues in communication.
This session is paired with Improving Customer Service. These
courses will be repeated during the year. You should attend both, but the
order doesn't matter.
Book
here |
