1. Bone Student Center Student Staff Training Sunday, August 29, 2010

2. Welcome! There are between 175-200 student employees working for Bone! Today's training will focus on items that effect everyone’s job rather than details of anyone’s job.

3. Jim Carlson Executive Director Bone Student Center

4. Agenda 10:30am – 11:00amCheck-in/New Students – Ballroom -Sign in, Name Tags, Agenda 11:00am-11:30amWelcome/Intro – Jim Carlson -Org Chart, History, Mission 11:30am-12:00pmPolicies/Procedures- Michelle Paul & Paul Reynolds 12:00-12:15pmCheck-in returning students/break new students 12:15pm-12:45Lunch – all 12:45pm-1:15pmJim Carlson / Bone & Braden Master Planning 1:15pm-1:45pmIcebreaker – Matt, Kevin, Aimee & Susan 1:45pm-2:30pmDeputy Chief Aaron Woodruff, ISU PD 2:30pm-3:00pmCustomer Service- Susan Worrell -Johnny the Bagger- and skits 3:00pm-3:15pmGroup photos

5. Scheduling and Event Services -Coordinator – Jennifer Booher -Event Specialist – Mary Bahan -Event Specialist – Kelli VandeSchraaf Guest Services Operations -Supv/Univ Union Operation– Jean Darnall -Supv/Univ Union Operation – Brett Charlett Production Services -Tech Director – Chuck Fudge -Asst. Tech Director – Shawn Malott -Asst. Tech Director – Eric Ballard -Asst. Tech Director – Nathan Menken Executive Director Jim Carlson Associate Director Z. Paul Reynolds Grad Assistant -Renee Sinow Bowling and Billiards Center -BBC Mgr – Rick Holmes -Pinsetter Mechanic – Paul Curry -Account Tech I– Mary Witham Business Office -Business Mgr – Melody Palm -Account Tech III – Maureen Leisner -Account Tech III– Mary Weber -Account Tech III – Susan Worrell -Account Tech II – Patty Martinez Lobby Shop Manager-Susan Worrell -Lobby Shop Grad Asst– Kevin Kelly Office Manager - Shirley McCauley Campus Signage Solutions -Manager – Mark Ballentine BSC/BA Marketing -Coordinator – Susan Whitsitt -Grad Assistant – Nija Givens Associate Director Michelle S. Paul Facilities -Facilities Mgr - Pat O’Connell -Bldg Mech Foreman - Bud Smith Building Service Workers (Housekeeping) Infocentre Box Office -Box Office Manager – Amy Johnson -Ticket Sales Specialist – Amanda Schlehuber University Partners -Techzone -Dean of Students -Redbird Card Office -Campus Dining Services Business Partners -Barnes & Noble -ISU Credit union -Pip Printing

6. Student Employee Task Force Matt Wyffels Aimee Rankovich Kevin Kelly Michelle S. Paul Z Paul Reynolds Chuck Fudge Nija Givens Rick Holmes Brad Owens Pat O’Connell Kelli VandeSchraaf Amanda Schlehuber Katie Mueller Allie Reutiman Shirley McCauley Susan Worrell Mark Ballentine

7. History of the Bone Student Center The Union/Auditorium opened in 1973 and known as the U/A It was initially name the Union/Auditorium UA Bowling and Billiard Center opened in 1972 in a separate facility known as the BBC The U/A was renamed Bone Student Center/Braden Auditorium in 1982

8. History – Cont. Bone and Braden were former University President’s who were passionately involved in the building of the U/A. The buildings were renamed in honor of their passion. A new BBC manager arrived in 1984 named Jim Carlson The Brown Ballroom was named for a donor honoring a former faculty member and his family, the Browns. Enough for now!

9. Mission of the Bone Student Center Bone Student Center provides quality facilities and services, primarily to students which create formal and informal learning situations. Bone contributes to the public service mission of the University by actively promoting and coordinating functions which encourage public interaction with the University community.

10. Jim’s Four Themes Take care of our customers! Take care of our staff and each other! Create an organization not dependent on any single individual! One Bone!

11. One Final Thought Have fun while you are here!!!!!!!

12. You should know… About ACUI – Overview – Conference – I-LEAD – Rec Tournament – Role of the College Union www.acui.org

13. You should know… Learning Outcomes – Purpose – Theorist – Review Vectors of Development – Pre Test – Post Test

14. You should know… General Expectations – Always “be at work” when at work! “Initiative and Self-Direction Should be Your Middle Name When You Come to Work!” – Apply the Golden Rule! – ONEBone! – Uniform-Body AND Attitude! – Communicate (frequently) – Honesty

15. You should know… Schedule and Timeliness – Attendance and Punctuality – WhenToWork – www.whentowork.com www.whentowork.com – Shift Substitutions – Requesting Time Off Use of Cellular Phones at Work Breaks TimePro Paycheck Pick-up (DIRECT DEPOSIT!!) Overtime

16. Dress and Appearance Appropriate Attire: Tops – Only provided shirts are allowed; Bird shirts on Friday Bottoms – Docker-type slacks, jeans that are clean and neat in appearance Wearing the Uniform – pants worn at waist level – business appropriate size & fit for tops and bottoms Grooming – hair should be neat, clean & trimmed – good personal hygiene Black-Out Days (dress up days)

17. Dress and Appearance Continued Prohibited Items: Shoes – flip flops, casual sandals (including shower shoes), Crocs, swim shoes Bottoms – no bottoms with rips, tears, holes or frayed bottoms. – no wrinkled or soiled clothing – no shorts or skirts shorter than your finger tips (shorts only in summer) – no athletic or sleepwear (loungewear) attire Headwear – no headwear working indoors (with religious exemptions) Grooming – no extreme facial piercing – no headphones – no extreme/heavy fragrances

18. Sundry Items Eating and Smoking Keys and Security Radio Use Computer Use Ethics Sexual Harassment Drug and Alcohol Free Workplace

19. Performance Philosophy Evaluations – End of Fall – End of Spring Recognition and Correction – Hits – Misses – Correction Notice – Employee Appreciation and Recognition

20. Communications VPSA Email Account Owa.ilstu.edu – check when away from office

21. Lunch & Quick Break

22. Icebreaker!! Susan Worrell, Business Office Matt Wyfells & Aimee Rankovich, Operations Student Managers Kevin Kelly, Graduate Assistant

23. Bone Student Center Employee Safety Aaron Woodruff Illinois State University Police Department

24. DISCLAIMER: The information and events that take place during this presentation are for training purposes only.

25. KNOW AND FOLLOW THE BSC PROTOCOLS Rule #1

26. 438-8631

27. 9-1-1

28. Many people hesitate to call the police out of fear of getting involved, or of being identified, or even of fear of sounding silly or over-suspicious. We need and want your help in preventing crime. Call anytime a crime is occurring, has occurred, or may occur. When in doubt, call! How do I call the police?

29. Remain calm and state the problem Give your name and phone number; If using a cell phone, state the city (or building) you are calling from*; State the location of the incident; How do I call the police?

30. Give a complete description of the person(s)/vehicle(s) involved; Give the direction the suspect(s) or vehicle(s) are travelling. Stay on the line until told to hang up. How do I call the police?

31. Emergency Blue Lights There are over 75 emergency phones located throughout campus (not including elevator phones).

32. What is the biggest contributor to crime on campus?

33. Common Criminal Offenses: o Theft o Burglary o Criminal Damage o Criminal Defacement o Disorderly Conduct o Battery o Assault o Sexual Assault o Criminal Trespass o Arson

34. Workplace Tips  When leaving your office or other secure areas, lock the doors even if you will be gone for "just a minute”.  Never leave your purse, wallet, or valuables exposed; store them out of sight, preferably in a locked drawer.   Check the identity of any strangers who are in your office or other non-public areas. If anyone makes you uncomfortable, call the police department immediately.

35. Report any broken or flickering lights, dimly lit corridors, broken windows, and doors that don’t lock properly to Facilities Management for repairs. If you notice signs of potential violence in a fellow employee, report this to the appropriate person. Immediately report any incidents of sexual harassment. Workplace Tips

36. Dealing with potentially violent people Be an empathetic listener: encourage the person to talk and listen patiently. Focus your attention on the other person to let them know you are interested in what they have to say.

37. Dealing with potentially violent people Acknowledge the person’s feelings. Indicate that you can see he or she is upset. Ask for small, specific favors such as asking the other person to move to a quieter area. Be reassuring and point out choices. Break big problems into smaller, more manageable problems.

38. Dealing with potentially violent people Accept criticism in a positive way. When a complaint might be true, use statements like, “You’re probably right” or “It was my fault.” If the criticism seems unwarranted, ask clarifying questions. Ask for his recommendations. Repeat back to him what you feel he is requesting of you.

39. What can you do when a critical incident occurs?

40. Walking Around Campus: If you haven’t already, familiarize yourself with all parts of campus in case you find yourself in unfamiliar places. Plan the safest route to your destination; choose well- lighted, busy pathways and streets. Know where the emergency call boxes are located on campus and learn how to use them.

41. Travel in groups and avoid going out alone at night. Create a buddy system when leaving at night with your coworkers, or use ISU Students on Patrol (STOP). Tell a friend or roommate where you are going and what time you expect to return. If you are being followed, change direction, note the description of the person following you, and call the police. Walking Around Campus:

42. Do not wear headphones/earphones for an IPod, MP3 player, etc. Avoid talking on your cell phone, it can distract you from your surroundings. STAY AWARE!

43. Walking Around Campus: Walk near the curb and avoid shrubbery or other places of potential concealment. Carry your purse close to your body and keep a firm grip on it; carry your wallet in an inside coat pocket or your front pants pocket. Keep your keys separate from your purse or backpack. Walk with a confident stride; keep your head up and look around.

44. If you are attacked… Go with you instincts, but be realistic about your ability to fight off someone; your instinct may be to run, scream, kick, hit or bite. If a weapon is displayed, don’t resist. Give up your property and save your life. Do what you are told and don’t make any sudden moves. Try to remember as many details as possible and alert the police as soon as possible.

45. If you are attacked… Your goal should be to escape safely and survive; cooperate if you think that resisting may lead to further harm. Remember every situation is different; you are the only one who can decide the appropriate course of action. Constantly play the “what if” game to think about what you would do in a particular threatening situation. This will help prepare you to respond instinctively when a threat is encountered.

46. Additional Information: Illinois State University Police Department http://www.police.ilstu.edu Click on the “EMERGENCY” link for emergency response plans Campus Box 9240 Normal, IL 61790-9240 (309) 438-8631

48. ISU Student Counseling Services Room 320, Student Services Building 438-3655 http://www.counseling.ilstu.edu/ Check website in Faculty/Staff section for signs of distress in students

49. Path Crisis Center Available 24 hours a day, 365 days a year (309) 827-4005 (800) 570-7284 http://pathcrisis.org/

50. Recommended Reading: de Becker, G. 1997. The Gift of Fear: Survival Signals That Protect Us. Boston: Little, Brown, & Company.

51. Questions? 438-8631

52. Customer Service Sub-committee: Shirley McCauley, Amanda Schlehuber, Kelli VandeSchraaf Presenter: Susan Worrell

53. Face to Face Etiquette  Always acknowledge and greet your customer  Learn your repeat customers’ names  Watch your customer  Personalize your interaction with the customer-introduce yourself & your role in the building  Always deal in a genuinely friendly and courteous manner  Show an attentive interest in the customer by asking questions and listening to their requirements  Always use plain understandable language – avoid company jargon  Apply your knowledge to meet the customer’s needs  Be knowledgeable about your business and services  Demonstrate a good balance between a commitment to the customer and a commitment to the organization  Make sure you truly understand your customer’s request  Always end your dealings by saying thank you and / or goodbye  Don’t send people on a wild goose chase  Be aware of building cleanliness – pick up trash on floor, etc  Remember your own good experiences and why they made you feel good

54. Phone Etiquette  Answer promptly  Discontinue any other conversation or activity before picking up the receiver  Speak clearly in a pleasant tone of voice – SMILE!  Use the hold button when leaving the line so that the caller does not accidentally hear conversations being held nearby  When transferring a call, be sure to explain to the caller what you are doing and where you are transferring them

55. Email Etiquette Keep messages brief and to the point Use sentence case – not texting Use the subject field to indicate content and purpose Use signature that includes contact information Remember that your tone can’t be heard in email Remember that email is not private Don’t use email as an excuse to avoid personal contact Be informal, but not sloppy – spelling, grammar and punctuation rules apply

56. Customer Service Skits

57. Johnny the Bagger… An Inspiration in Customer Service!

58. Wrap Up & Group Photos