Customer Service Bootcamp: Building Emotional Intelligence and Resilience in Support Professionals (Separate registration 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; and 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. Upon successful completion of this preconference workshop, participants will be eligible to receive an EDUCAUSE microcredential. To earn this digital badge, participants must complete a brief workshop evaluation and share two key learning outcomes from their experience. On October 5, all registered participants will receive an email with instructions for completing these steps. Completion of both is required. To learn how to accept and make the most of the microcredential, visit the EDUCAUSE Microcredential website.