STUDENT EMPLOYEE TRAINING
Dr. David A. Kaiser
Marie Whitaker
Brigham Young University
NACADA Region 10
Albuquerque, NM
Most collegiate advising settings will employ
students in some capacity.
 In order to optimize the efficiency and
effectiveness of our advising operations student employee training is critical.

The purpose of this presentation is to present a
unique student employee training program that
is used by several entities at Brigham Young
University, including the University Advisement
Center, Preprofessional Advisement Center,
Academic Support Office, University Career
Services, and the Counseling Center.
 The students from each of these areas
participate collectively in general training
sessions, followed up by focused training in
their respective specific work area.

TODAY’S OBJECTIVES:
Share an advisement student employee
training program that addresses each of the
following content areas:
 Customer service standards
 Team building and cross-training
 Individual area training
 Professional/personal development of the
individual student

JASON
CUSTOMER SERVICE STANDARDS

Objectives:
 Greeting
customers
 Professional phone skills
 Professional correspondence
 Going that extra step for customers
 “The buck stops here”
 Dealing with difficult customers
CUSTOMER SERVICE STANDARDS

Delivery Methods
 New
employee training
 Professional development plans (individualized
goals)
 Customer service e-mails and recognition
 Online skills trainings
 Group meetings
TEAM BUILDING AND CROSS TRAINING

Objectives:
 Eliminate/reduce
the silos that develop
 All frontline employees will know “who’s who” in the
other departments
 Employees can accurately direct those who request
to see specific individuals
 Foster a way to recognize employees for their
contributions
 Foster an environment of collegiality and respect
TEAM BUILDING AND CROSS TRAINING

Delivery Methods:

Meet as a group at least once per semester
 Getting
to know our leadership
 Making it fun
Have resources for students to get to know more about
the other areas
 Observation hours in other areas early in their
employment
 Have student recognitions:

 Spot
Awards
 Student Appreciation Lunches
 Customer Service e-mails
TEAM BUILDING AND CROSS TRAINING

Delivery Methods:
 Have
resources for students to get to know more
about the other areas
TEAM BUILDING AND CROSS TRAINING

Delivery Methods:
 Observation
employment
hours in other areas early in their
TEAM BUILDING AND CROSS TRAINING

Delivery Methods:
 Have
student recognitions:
 Spot
Awards
 Student Appreciation Lunches
 Customer Service e-mails
CASE STUDY: INDIVIDUAL AREA TRAINING

Preprofessional Advisement Center
PPAC STUDENT EMPLOYEE GOALS:
Providing quality customer service is first priority.
 Confidentiality is of utmost important (understand
FERPA and interactions with students).
 Honesty : Honesty in the workplace means being
honest with property and work time. Business
materials and supplies should not be used for
personal affairs.
 Facilitate student employee’s application to
professional school.

ATTITUDE & DEMEANOR
Serve in your position to the best of your ability
with a willingness to support, advocate, and
promote office values, goals, policies, and
procedures.
 Exhibit professionalism in conduct and speech at
all times.
 Respond to direction and constructive criticism in
a positive manner.
 Become knowledgeable about and committed to
the programs and projects in your area.

ATTITUDE & DEMEANOR
Be supportive of your supervisors and co-workers
when in conversation with others.
 Follow appropriate reporting lines when reporting
grievances or criticism.
 Do your assigned job better than anyone else.
 Work as part of a team.
 Apply the principles you learn in training.
 Demonstrate a cheerful and positive attitude
toward your job.

TRAINING & DELIVERY METHOD
Begins with the interviewing of potential new
student employees
 New employee orientation (communication of
expectations)
 New employee training
 Staff meetings
 Follow up and feedback from supervisor

PROFESSIONAL/PERSONAL DEVELOPMENT
OF THE INDIVIDUAL STUDENT
This is a very unique and positive element of
our student employee training program.
 We are not just concerned about what we need
to have student employees do while they are
working for us. We need to be sure that they
are gaining skills that will be of benefit to them.
 Part of our responsibility regarding student
employees is to train them for their future.

INDIVIDUAL DEVELOPMENT
Professionalism
 Communication Skills
 Add to student’s skill set (specific skills)

TRAINING DELIVERY METHODS
Orientation session will include a review of the
handbook with new hires.
 Supervisor discusses issues with individual
employee.
 Supervisor reviews standards/expectations
with employees as they approach pay/level
advancements.

JESSICA
With consistent turnover of student
employees, there is a definite need for ongoing student employee training.
 Optimizing this training has significant
benefits.
 Not only will this result in increased
effectiveness of our advising operations, but
we help students be more prepared for their
future.

THANK YOU!!

Questions??