Innovative Educators store will be unavailable starting 8pm Eastern Friday 1/20/17. It will be back at 6am Eastern Monday 1/23/17.
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Student workers have a unique and challenging front-line position that often involves direct communication with other students and peers who might be frustrated, demanding, unhappy, or disruptive. This can happen in the computer lab, residential life, academic tutoring sessions, or any of the front offices that hire student employees. To be successful in these difficult situations, employees must find a balance between providing quality customer service without losing their cool and offering real solutions to the problem at hand. It is also important that they understand and adhere to the regulations of FERPA and HIPAA and keep private information strictly confidential. How do institutions help guide and train these student employees that play such a critical role in the foundation of campus support? What tools will best help them stay calm, cool, and steady during the most difficult conversations?
This webinar will offer some practical advice—for both student workers and those who manage student workers—based on case studies that show how to handle unruly situations with grace and ease. Participants will learn about the elements of a crisis and how to keep calm during overwhelming situations. They will also review FERPA and HIPPA in the framework of real-world scenarios for student employees. The importance of referral, follow-up, and appeals to deal with frustrating customer service requests will also be discussed.
Dr. Brian Van Brunt, past president of the American College Counseling Association, is Senior Vice President for Professional Development Programs at the National Center for Higher Education Risk Management (NCHERM, www.ncherm.org). He is the president of the National Behavioral Intervention Team Association (NaBITA, www.nabita.org) and the managing editor for Student Affairs eNews (SAeN, www.studentaffairsenews.com). Over the past fifteen years, Brian has taught counseling theory, ethics, program evaluation, statistics and sociology topics at both public and private schools for both graduate and undergraduate students at five different colleges and universities. Brian has served as the Director of Counseling and Testing Center at New England College and Western Kentucky University. He is the author of several books including: Harm to Others: The Assessment and Treatment of Dangerousness, Ending Campus Violence: New Approaches in Prevention and A Faculty Guide to Addressing Disruptive and Dangerous Behavior in the Classroom. Brian is an expert on mental health and campus violence and has been interviewed by the New York Times, National Public Radio, LA Times, USA Today and has appeared on Headline News and Anderson Cooper 360.
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