Customer Service Bootcamp: Building Emotional Intelligence and Resilience in Support Professionals (Separate registration is required.)

As higher education undergoes rapid digital transformation, the "human edge" remains our most critical asset. This workshop shares a proven program developed at the University of Notre Dame that builds high-performance support teams through a focus on emotional intelligence and resilience. Attendees will leave with a complete "workshop-in-a-box," including the curriculum and exercises needed to implement this successful training model at their home institutions.

Outcomes of this workshop:

• Utilize the RES Method (Recognize, Empathize, Strategize) to navigate complex challenges with increased emotional agility and professional empathy.
• Implement a "train-the-trainer" framework using provided exercises to scale communication, active listening, and collaborative problem-solving skills across all levels of experience and seniority. 
• Develop institutional resilience strategies and stress management techniques that empower staff to embrace a growth mindset and maintain high-quality service during peak academic cycles.

Note: Participants who successfully complete this preconference workshop will be eligible to receive an EDUCAUSE microcredential. To earn this digital badge, you must complete a brief workshop evaluation and share two key learning outcomes from your experience. All registered participants will receive an email on October 5 with instructions for completing these steps. Completion of both is required. To learn how to accept and make the most of your microcredential, visit the EDUCAUSE Microcredential website.