Office of UW Technology
UW Technology Services
Tools and Resources
A series of workshops attended by UW Technology Services managers and directors to strengthen the Management Team and come together as a group to work on new and better ways to support our customers.
COS Message Board (Catalyst)
A message board set up on Catalyst GoPost. This board is dedicated to conversation directed around Culture of Service experiences, materials, thoughts, and ideas. Please feel free to log in with your netid and post!
Customer Appreciation (MPG)
A short video of C&C (now UW Technology) customers talking about what the department has done for them and their thanks for our outstanding customer service skills.
Tom Colwell (MPG)
A clip of facilitator Tom Colwell from the Management Workshop #2: A Culture of Service. He discusses the 8 Meta Skills with the group.
Management Workshop #2: A Culture of Service
July 31st 9:00AM-11:30AM
Facilitator: Tom Colwell
Attendees: UW Technology Services Managers and Directors
Reference Materials:
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Meta Skill Wheel (PDF)
The SDS managers and directors gathered together to attend a workshop dedicated to Culture of Service based around eight pre-chosen Meta Skills.
| Meta Skill | What the Action Represents | Why it's Easy | Why it's Hard |
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ADVOCACY Hands wave out, then put hands to mouth and out. |
Advocacy covers all the Meta Skills and is a 'voice' for the customer. | You are in a place where you can help customers and be powerful on their behalf. | It is difficult to take risks and advocate on behalf of other people as well as yourself. |
|
INNOVATIVE Stands on chair then holds arms out wide. |
An innovative person wants to stand out. It's about being creating in changing ourselves to be more service orientated and customers will recognize and get that. | This is part of the 'Dream Stage'. It's fun to think of all the what-ifs and how to creatively solve our customers problems. "If I have been able to see farther than others it's because I have stood on the shoulders of giants." | It's not always easy to think 'outside the box'. Sometimes you just need a nudge in the right direction. |
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COLLABORATION AND PARTNERSHIP All hands go to middle one by one then break apart (as if in a sports team huddle). |
It's all about coming together and being unified, being there to support each other, and going out to do great things. | When it's hard to solve a problem on your own, it's nice to have a family of people ready to help. With collaboration also comes trust and when you step into a partnership the relationship is it's own reward. | No difficulties for this organization! SDS is all about collaboration and partnerships! |
|
EMPATHY Arms around each other then step forward together. |
We need to learn to walk in other peoples shoes to gain a deep understanding of what other folks need and want. Empathy allows us to do the other skills easier as we walk forward into the Culture of Service. | With empathy you are less likely to approach and issue from your own perspective which allows you to really listen to what the customer needs and help them to trust SDS. | Having empathy for someone who is in a different state of consensus reality is difficult and while trying to empathize you may find yourself at war about something that's not connecting. Sometimes it's hard to put a line between understanding and empathy. |
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OPTIMISM AND POSITIVE ATTITUDE One large step forward with thumbs up and smiles. |
With optimism you either have it or you don't. It's an attitude that transcends job and life; it's catchy, infectious, and you know it when you see it! | You are able to push forward better when you are optimistic that everything will work out. | It's hard to be optimistic when those around you aren't. You have to remind yourself that we do work and get things done even if/when others are reluctant. |
|
RESPECT Look around at each person then bow/curtsy. |
Respect doesn't have a beginning or ending, it is continual and includes everybody. | You can do this skill without thinking about it. People generally have a natural respect for everyone and who they are. You have a choice whether or not to honor this skill. | You can have respect for people as human beings and for the organization but not all people and ideas are equally deserving of respect. Even if you don't necessarily respect their ideas or what they stand for you can choose to be empathetic. |
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FLEXIBILITY AND OPENNESS Wiggles around with thumbs out. |
A very affirming skill and a way to bring people in and be flexible. "Being in the Dance." | You are not stuck with one way of doing things so are able to change and be open for customers and with ourselves. The current is not the end of the world and change doesn't have to be scary. | The world we live in is very structured so organizationally we become inflexible. Sometimes this skill is more of an institutional challenge than a contextual challenge. |
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INQUIRY AND AWARENESS Wiggle pointer fingers next to head and look around. |
You have to be aware of what is around you like insect feelers, TV "rabbit ear" antennae, and telepathic little green men. | You have a sense of being curious, discovery, gaining new knowledge and skills, and looking for resources. | There's so much info out there that it's hard to keep track, you may feel overloaded when there's so much out there to learn. |