Tagged / Service Excellence

The attitudes and expectations of HE staff about their role in inducting students – a new publication from BU

Student Engagement

BU’s Dr Camila Devis-Rozental, principal academic in socio-emotional intelligence and service excellence and Susanne Clarke, head of service excellence, have shared a new publication exploring the attitudes and expectations of HE staff about their role in induction activities.

Published in the open access Journal of Learning Development in Higher Education, the paper sought the views of 58 participants; academic and professional members of staff in a HE institution. It found that, although most participants understood their role within induction, some did not and this could be detrimental to the student experience.

Findings also suggest that there needs to be better communication between teams, effective training and support for all staff to understand their role within this transition. There is a need for a more unifying understanding that every member of the university, regardless of their role, is an active and important participant during the induction period.

You can read the full publication at the Journal of Learning Development in Higher Education.

Shared on behalf of Dr Camila Devis-Rozental.

Service Excellence Conference

Centre for Excellence in Learning, conferences

In the current virtual world where we are trying to get used to of this ‘new normal’ life, it was encouraging to attend the virtual ‘Service Excellence Conference’ with award-winning public speaker, Nigel Risner, thanks to Susanne Clarke and Camila Devis-Rozentel for organising this. The conference was well attended and it was great to see colleagues from across the University on this platform. Apart from understanding your team members via a zoo analogy, it was interesting to hear Nigel’s take on ‘becoming a champion’ (if you are not one already). I can see its relevance to my role as an educator and a Programme Leader to make a positive impact. Following is my brief take away from the day which you may also find useful:

Character: Knowing who you are and what do you stand for, ultimately will help to be authentic.

Heart is the key. It is utmost important to be a good listener in order to help/advice/support others.

Attitude: Positive attitude goes a long way.

Mission: We are phenomenal people, teaching phenomenal people to produce phenomenal results.

Perseverance: Consistency is the key.

Integrity: Honesty is the best policy.

Organisation skills: Team work is the dream work.

Nerve: I will try again tomorrow.

Have a good weekend 🙂