Presented By: Christina Mosteller Hall & Marla Brenneke Career Services, KT 109 260.481.0689

1. Student Work Study Training Presented By: Christina Mosteller Hall & Marla Brenneke Career Services, KT 109 260.481.0689 www.ipfw.edu/career

2. Federal Work Study Program “Any fact facing us is not as important as our attitude toward it, for that determines our success or failure.” - Norman Vincent Peale The work-study program at IPFW is designed to promote educational excellence while contributing to the overall development of the student. It is our goal that you will acquire marketable skills and quality work habits benefiting you for years to come as you move to enter the workplace. We hope you take advantage of the opportunity to grow as a professional, and learn as much as you can. Work Study = An Opportunity! Take Advantage of it!

3. Federal Work Study Program • To view current Work Study positions, go to JobZone! • www.ipfw.edu/jobzone • These are current IPFW department and community postings. • Just log onto JobZone and upload your resume!

4. What does your employer expect? Be on time – You and your supervisor will set your schedule relative to both of your needs. It should be a schedule you can keep. It is your responsibility to call in if you are going to be late or absent. It is also your responsibility to make sure your time sheet is appropriately signed and submitted. Attitude – Come to work ready to work. Leave other interests out of the workplace. Follow directions – It sounds simple. You might be surprised at how important it is! Don’t guess – If you aren’t sure what the right answers are, take the time to find out. Bad information can be the cause of some real problems. Be self-motivated – Be able to work without having to be watched all the time. There is plenty of work to do. Take initiative…

5. What does your Employer expect? Honesty – ‘Fess up when you mess up. Don’t hide mistakes. You should learn from them, and the only way a supervisor can help is if they know what’s going on. Documentation - Recognize when you should document an action or encounter with a customer. There will be a time when you are glad you did. Failure to follow any or all of these could result in the termination of your work study position.

6. What does your Employer expect? Confidentiality – This may be most important. Some of you may handle sensitive information. If you do, or if you encounter it by accident, you must secure that information and protect the privacy of the College, the students, and the employees. Ask your supervisor about FERPA and go to http://www.ipfw.edu/registrar/faculty/ferpa.shtml and take the FERPA quiz! Then ask to sign a confidentiality agreement. A copy can be found on the work study website. www.ipfw.edu/workstudy

7. What does your Employer expect? Dress appropriately - No one expects you to revamp your entire wardrobe, but you should present yourself appropriately. Ask your supervisor what is appropriate if you are not sure. ~ Sweats? ~ Hats? ~ Jeans with holes in them? ~ Tank tops showing midriff? ~ Shorts (Very short shorts…)? ~ Flip Flops? ~ Etc.

8. What does your employer expect? Etiquette * Phone: Ask your supervisor about what you should say when you answer the phone. Take a complete message, transfer to voicemail, put it on hold if you are busy, say “thanks for calling”, “Financial Aid Office, this is Ashley. May I help you?” etc. *In the office: Always say, “May I help you?” if a customer is waiting. Limit your office socializing when customers are in the office.

9. Do’s & Don’ts Do… • Notify your supervisor if you drop any classes. Let them know beforehand – it could affect your work study position. • Register early – this may allow you to work during the breaks. • Pay attention to dates and amounts. • Complete your time sheet accurately and on time. • If you need time off for a test / vacation = arrange that in advance with your supervisor. • It’s a real job – take it seriously. • Perform all tasks in a professional manner. • Discuss expectations of the job with your supervisor / Ask for Feedback.

10. Do’s & Don’ts Don’ts… • Cell Phone Abuse (Put it on silent or vibrate) • Computer Abuse (Check personal email, surf on Internet, etc.) • Friends Visiting (It’s not social hour) • Homework (Work Study doesn’t mean = It’s time to STUDY!) • Sleeping – (Sleep on your own time) • Update your Facebook or My Space • Text Messages

11. Quiz Question #1

12. Quiz Question #1 What should I wear to my Work Study job? A.) Mini skirt B.) Baseball Hat C.) My favorite jeans that have holes everywhere D.) Professional attire

13. Quiz Question #2

14. Quiz Question #2 What should you NOT do while working as a Work Study Student? A.) Be on time B.) Talk on your cell phone and send text messages C.) Take initiative D.) Have a positive attitude

15. What Do Customers Expect? Manners. Your parents made you use them when you were young-use them now! Reliability. Provide the same service to each customer every time you serve them. Responsiveness. All customers want action. Address the customers’ needs in a timely manner. Quality of Work. Take pride in a job well done. Your customers’ satisfaction and success depends on how well you do your job. Smile. Do you know how hard it is to sound like you’re in bad mood when you are smiling? Listen to your customer. How? It requires less character to discover the faults of others, than to tolerate them.J. Petit Senn

16. What Do Customers Expect? Techniques for active listening The term active listening refers to everything that someone might do in order to be not only listening to a person, but also letting that person know that he or she is being listened to. We all use certain cues to let people know we are listening to them. We might nod our heads, say “MM HMM,” or drop our jaw in disbelief at something. These are specific verbal behaviors that carry the process even further, indicating that we are not only listening, but we are also actively thinking about what is being said. All of these techniques can be learned and practiced, polished in fact, into an art. They range in complexity from simply restating what a person says (actually not so simple) to reflecting feelings, validating a perception, or confronting an inconsistency.

17. What Do Customers Expect? Techniques for active listening Restating. Repeating what the person says using slightly different words. You can emphasize one part of a message over another, using specific word choices or vocal tone emphasis. Questioning. Getting more information, clarifying details. This usually ensures your understanding of what you’ve been told and can direct attention to unconsidered issues. Focusing. Stepping back and clarifying exactly what the conversation is about, labeling the larger context in which it occurs. This helps regain perspective about how it all fits together. Reflecting Feelings. Identifying what you perceive as the feelings of the customer in relation to the conversation. Validating. Legitimizing a person’s statements or stance by indicating that it makes sense to you.

18. HR Information / Time Card To get all there is out of living, we must employ our time wisely, never being in too much of a hurry to stop and sip life, but never losing our sense of the enormous value of a minute. - Robert Updegraff • Once you are hired, you will need to complete the following forms: • W-1 • G-4 • I-9 • Your supervisor will show you how to complete the time card, schedule your hours and take time off. • Make sure that your time card has the following information: • Complete Name • Proper pay dates for 2 weeks • Signature of Student and Supervisor • Total number of hours worked per day

19. Have FUN at Work??? FISH Philosophy: Be There, Play, Make Their Day and Choose Your Attitude™. FISH! is a wisdom that everyone can embrace.

20. Work / Life / School Balance Life School Work

21. Conflict Resolution • If you encounter a conflict with another work-study, a staff member, or your supervisor, please follow these steps: • Always discuss your concern with the individual concerned first unless you absolutely feel this is impossible or inappropriate. • 2) If the first step does not resolve the conflict, speak with your immediate supervisor about the situation. • 3) If your supervisor cannot resolve the conflict, they may have you speak with their supervisor or refer you to the Dean of Students for a neutral party intervention.

22. Discrimination / Sexual Harassment Equal Employment Office (Affirmative Action) www.ipfw.edu/eoaa IPFW is committed to addressing discrimination complaints promptly and consistently, using procedures that are effective and fair, and to resolving complaints at the lowest organization level whenever possible. Persons who feel they have been discriminated against should bring their complaints to the attention of their department head or supervisor, or seek assistance from the EEO/AA officer or Human Resources.

23. Campus Resources • LRC ( order easels, request computer / LCD projector, etc.) • Registar Office (reserve rooms) • Printing Services (order flyers, make large quantity copies, etc.) • Physical Plant (building needs, supplies for events, etc.) • Police & Safety (parking passes, keys, lost & found, etc.) • Publications / University Relations (make flyers, posters, invitations, IPFW wave, etc.) • IT Services / Help Desk (computer problems, passwords / usernames, STEPS program) • CASA (tutoring needs, writing center, etc.) • EOE Office • Financial Aid (FAFSA, Scholarships, Work Study, etc.) ….And many more!

24. Work Study = Real Job Your work study position is a REAL job. Take advantage of this opportunity! Your supervisor could be a REFERENCE for you in the future! Examples: Laura Reynolds – Student Worker in Athletics, Testing & Placement Services to Director of Field Services & Student Teaching in the Education Department Chris Douse – Student Worker in Multicultural Services, Orientation Assistant to Assistant Director of The Office of Diversity and Multicultural Affairs

25. Student Employee of the Year Award • Awarded to a student employee each year. [April] • Must be nominated by their supervisor. • Announced in April • Based on criteria ( teamwork / excellence in attitude / initiative & creativity / problem solving / commitment) • Winner receives a $250 award • Must be currently enrolled in classes as a IPFW student • Student must work at least 10 hours a week on campus • Be employed in the same department/ office for at least 6 months

26. Federal Work Study Program Questions? www.ipfw.edu/workstudy Student Work Study Guide: www.ipfw.edu/career