Tier 1: Foundations
Tier 1: Foundations is the entry point for all learners and is the prerequisite to all other tiers in the program. Focusing on developing a common language, Foundations lays the groundwork for the deeper dive expected in Focus + Deepen and Supervising for Service Excellence.
In this self-paced, online course, you will develop knowledge of service principles and the competencies that support service excellence. You will consider organizational culture and how it connects to a service culture. At the completion of the course, you will test your knowledge of service principles and reflect on where you are at in your service journey with the U of A Service Excellence Competency Framework and Self-Assessment.
Module 1: Creating a culture of service
Learn about how service excellence culture aligns with University of Alberta for Tomorrow, what it means to build a service culture, and how we can better understand our clients. Review the components of S.E.R.V.I.C.E. and explore "moments of truth" in client interactions.
Module 2: Service excellence framework
Learn about U of A's Service Excellence Principles and how they work with the U of A Service Excellence Competency Framework. Complete a service excellence self-assessment and identify areas for further discussion with your supervisor.
Module 3: Empathetic + strategic communication skills
Examine empathetic actions that support meaningful connections and Kolb’s Conversation Cycle. Learn how to differentiate between manageable and unmanageable interactions and how to use the H.E.A.T. model to actively listen and respond to client requests.
More information
Learning Outcomes:
- Explain how service culture fits into the University of Alberta for Tomorrow (UAT).
- Describe how organizational culture influences a culture of service excellence.
- Define U of A's seven Service Principles.
- Classify the U of A's six Service Excellence Competencies.
- Complete the Service Excellence Competency Self-Assessment.
- List empathic actions and communication strategies that support difficult client interaction.
Estimated time for completion: 3 hours.
