Tier 2: Focus + Deepen
At the U of A we know that service excellence is a collaborative effort. It is effective teams, who know how to collaborate and find innovative solutions to challenges, that will help us meet our service culture goals.
Tier 2: Focus + Deepen is the next level in service excellence education. The program builds upon the principles and competencies introduced in Tier 1: Foundations (and the 2021-2022 Service Excellence Training Program--SETP). In Tier 2 you will take a deeper dive into the service expertise you already own further strengthening the user-centered culture that grounds a culture of service excellence.
In this three-day program you will learn how to further refine your service skills by applying and practicing new techniques to build success as defined by your user. Within an interactive and supportive learning environment, you will complete a learning opportunity project specific to your work role and cap off the program by sharing your findings.
Learning Outcomes
- Recall the principles and competencies of service excellence.
- Review the service excellence self-assessment you completed in Tier 1: Foundations (or SETP).
- Define the elements of a user-focused culture.
- Engage in activities to deepen your insight and understanding of your end user.
- Apply and practice key communication, problem solving, and evaluation strategies.
- Share key findings from your learning opportunity project with the learning cohort in a short presentation.
eligibility
Focus + Deepen is designed for front line service staff who have completed Tier 1: Foundation (or SETP).
Is this program right for you?
- Have you completed Tier 1: Foundations (or SETP)?
- No? You can still participate in Focus + Deepen by enrolling and completing the 3-hour online course before your Focus + Deepen cohort begins. Enrol in Tier 1: Foundations
- Do you support clients in an “on-demand” environment, such as a virtual or physical service desk?
- Can you identify the user you serve?
SCHEDULE
- Monday, October 30 (9:00 a.m. - 4:30 p.m.)
- Monday, November 6 (9:00 a.m. - 4:30 p.m.)
- Monday, November 20 (9:00 a.m. - 4:30 p.m.)
For successful completion, learners are expected to:
- Attend all three days of training.
- Complete intercession homework, including a learning opportunity project.
- Share their findings from their learning opportunity project to the cohort.
LOCATION
Tier 2: Focus + Deepen will be held in-person at Enterprise Square.
availability
There are 25 spaces available.
SELECTION PROCESS
To be selected, applicants must:
- Have completed Tier 1: Foundations (or SETP)
- Commit to attend all the training days.
- Commit to completing approximately 1 hour of pre-work prior to the first day of training and 2.5 hours between training sessions. Homework will include critical reflection to deepen personal awareness and the application of user-focused concepts in your actual work environment.
- Have the support of their supervisor.
In our selection, we also strive for diverse faculty/department representation.
If we reach capacity, we will waitlist qualified candidates and offer them priority registration in a future offering.
apPLY
Applications are now open for the fall cohort of Focus + Deepen.
- Complete the online learner application form.
- Forward the supervisor endorsement form to your supervisor and have them complete it. (There is also a link to the endorsement form in the learner application.)
Both the learner application and the supervisor endorsement form are due by 4:00 p.m. on October 23, 2023. Incomplete applications will not be considered.
