Working With & Supporting Administrative Staff IdeaPOP! May 13, 2011 Division of Student Affairs and Academic Support Presented by Kelley Fink Coordinator for Training, Orientation, and Development University Housing

 Reasons to focus on professional development of administrative support staff members.  Professional development opportunities desired by administrative support staff members.  Challenges with providing professional development opportunities for office administrative support staff members.  Strategies successfully utilized to assist administrative support staff members with their professional development needs.

So, why should we be concerned about the professional development of the administrative support staff members?

 Professionalism  Life Long Learners  Credibility  Confidence - in a job well done  Your office’s image & reputation is on the line Modified from Image Management : A Professional Necessity – Andrew E. Fink

Oops! Modified from Image Management : A Professional Necessity – Andrew E. Fink

Support Staff Professional Development Survey  2009  Distributed to administrative office support staff members within the Division of Student Affairs and Academic Support  52 participants

How would you rate the importance of professional development for you personally?  69% - “Very” Important  “The professional development workshops make me well prepared to interact with students and other staff/faculty.”  “It helps me by refreshing my professional skills.”

How would you rate the professional development opportunities offered by your department?  53% - “Very Poor to Average”  “We tried, but didn’t have support from the top so it wasn’t successful.”  “I don’t feel like professional development has been incorporated into my position while I have worked at the University.”  “I’m afraid to say that we are overlooked.”  “Appreciate the opportunities and believe them to be beneficial.”

How would you rate the professional development opportunities at USC (outside of your department)?  67% “Good or Very Good”  “HR’s professional development sessions are very good.”  “I have been to many and they have been informative.”  “There seem to be a wide range of opportunities.”

If applicable, what are the reasons that you do not engage in professional development?  “Have not been informed”  “Lack of funding”  “Scheduling conflicts”  “Time restraints”  “I worry about leaving my office that long because someone will have to manage all of my responsibilities while I am gone.”

What are the challenges with promoting professional development for this group of employees?  Varied levels of experiences  Motivation levels  Office coverage  Lack of funding  Time constraints  Fear  What else?

“Current Reality” “Their Goal” Modified from Hindsight, Insight, Foresight: A Leadership Development Plan – Andrew E. Fink

“Current Reality” “Their Goal” Fear/Anxiety Modified from Hindsight, Insight, Foresight: A Leadership Development Plan – Andrew E. Fink

“Current Reality” “Their Goal” Creative Tension! Modified from Hindsight, Insight, Foresight: A Leadership Development Plan – Andrew E. Fink

“Current Reality” “Their Goal” Success! Modified from Hindsight, Insight, Foresight: A Leadership Development Plan – Andrew E. Fink

Less Task Mature (Prescriptive) More Task Mature (Reflective) Each employee is different Modified from Hindsight, Insight, Foresight: A Leadership Development Plan – Andrew E. Fink

Laissez-faireComplete Control Where should your involvement fall? Modified from Hindsight, Insight, Foresight: A Leadership Development Plan – Andrew E. Fink

Laissez-faireComplete Control Where should your involvement fall? Your involvement should be intentional & intrusive! Modified from Hindsight, Insight, Foresight: A Leadership Development Plan – Andrew E. Fink

 Assess “where they are” today  Set goals for “where you and they want to be”  Identify and write “action items” to move them toward their goals.

 Computer based/technology training  Customer service  Communication skills  Time management  Public speaking  Conflict management

 Career Center – webinars (involve the administrative staff in seminars that are applicable  University Housing – meets once a month  USC Human Resources – Administrative Professionals’ Conference (in April each year)  What else?

 What is the most valuable thing that you have learned from this session?  What is one question that you still have?  What do you perceive to be your next step in supporting the administrative support staff members in your office?