Maricopa Community Colleges

Maricopa Steward

High Impact Service

Last fall, a new initiative was launched at the District Support Services Center in order to demonstrate its service commitment to the colleges and the greater Maricopa community. Called High Impact Service, this initiative establishes a goal and defines standards that employees will demonstrate in their daily operations when working with clients.

Goal

In our roles as employees, we commit individually and collectively to provide High Impact Service with a goal of promoting Student Success, One Maricopa and Public Stewardship.

Standards to Achieve High Impact Service

  1. Professionalism—we are courteous and friendly and have a genuine desire to be of assistance.
  2. Responsiveness—we want to help our customers so we make ourselves available through timely phone, e-mail, face-to-face and other communication.
  3. Accountability—we take ownership and seek resolution of our customer’s concerns.
  4. Expertise—We know our jobs.
  5. Excellence—we strive for the highest quality in everything we do.

Questions or suggestions on how the District Office can provide your college or department with High Impact Service may be directed to Darrell Huish, Chairperson of the Chancellor’s High Impact Service Team, at 480.731.8105.

Workshops Supporting High Impact Service

The workshops listed in the table are presented by Employee and Organizational Development and support the five High Impact Service Standards.

High Impact Standards

Workshops Spring 2009
(April 2009 - July 2009)

Professionalism

Responsiveness

Accountability

Expertise

Excellence

Whale Done!

Whale Done! is designed to teach people how to improve their relationships at work in order to become more productive and to achieve better results. We have to rely on and work with others in order to be productive and achieve results. The problem is that many work environments are not conducive to positive relationships. Instead, they employ the GOTcha approach (catching people doing things wrong). If an employee makes a mistake, then someone else is waiting to catch the employee with a GOTcha! Many times, GOTcha is the result of a lot of programs that focus on fixing problems. This type of culture can be unproductive and self-defeating. While focused on the mistake, we are inadvertently reinforcing what we don’t want to happen—the negative behavior. The Whale Done! approach can have a dramatic positive impact on your relationships with others. It is contagious and will help your entire organization increase productivity, improve employee morale, and achieve better results.

Communication Skills Boot Camp

Most courses in human relations, conflict management, supervision and just getting along with others refer to basic communication skills. This course focuses exclusively on the basics necessary for all of these. Participants will identify and practice paraphrasing, identifying feelings, clarifying, summarizing and giving and receiving feedback.

Enhancing Communication Effectively with Voicemail and E-mail

Learn to be a more effective electronic communicator. In this workshop, you will learn methods for communicating effectively with voicemail and e-mail. The course will focus on creating effective greetings, composing effective messages and using e-mail and voicemail features to save time and increase effectiveness.

MOSAIC: Maximizing Our Strengths as an Inclusive Community

We talk about diversity, inclusion and valuing differences at Maricopa. But what does it mean? How does it relate to our daily work environments and what is the impact on the organization? MOSAIC is a series of six sequential workshops, divided into three levels, designed for all employees to help answer these questions. Through awareness, knowledge, skills and application strategies. Participants will:

Introduction to Business Process Analysis

Employee & Organizational Learning in collaboration with the Organizational Process Analyst Team (OPAT), is excited to announce a partnership to provide training and coaching services to employees to perform their own business process documentation and improvement projects. The Organizational Process Analyst Team is committed to infusing continuous process improvement, innovation and standardization throughout MCCCD. For questions regarding OPAT services and availability, please contact Gary Mandarino at 480.731.8899.

Navigate Maricopa

Embark on a journey of supervisory learning opportunities. Classes provide individuals with quality instruction in supervisor fundamentals which will increase their potential to motivate others and manage operations for organizational success. These learning opportunities are open to all Maricopa employees.

Inspiring Trust®

In this four-hour session, participants will learn specific behaviors that build trust, explain the benefits of high trust environments, illustrate four components of credibility and trustworthiness and describe how to build, restore, extend and maintain trust. As a result, participants will better understand the connection between trust and organizational results.