Tuesday April 9th – The SIGUCCS Academy Strategic Communication in Technology Support micro credential is tailored for higher education IT support staff who aim to refine their client communication abilities. This training explores groundbreaking communication strategies, ranging from the application of generative AI to the psychology of conversation and trust. The program is outlined in three specialized sessions: Enhancing User Services Communication with Generative AI, Conversations / Good and Hard, and Understanding Trust.
Session 1 – Enhancing User Services Communication with Generative AI
This hands-on workshop delves into generative text AI, specifically focusing on creating customer-centric IT self-service documentation and outreach communications. Participants will master generative text AI tools and learn how to create a harmony between automated and personalized content.
Instructor – Miranda Carney-Morris
Since 2014, Miranda Carney-Morris has been pivotal as the Director of Educational Technology at Lewis & Clark College. Her expertise lies in leading her team through the intricate maze of advocating and executing educational technology strategies. This involves not just adopting and piloting new tech but also ensuring effective communication and community engagement. Her prior experience includes over 15 years in direct support roles for faculty and staff, complemented by her strong customer service foundation in retail, notably managing Lewis & Clark’s Computer Store.
Session 2 – Conversations / Good and Hard
This session aims to uncover the secrets behind “good” and “hard” conversations. Attendees will explore the fundamental principles of effective conversation and have opportunities to practice and refine their skills.
Instructor – Ella Tschopik
Session 3 Understanding Trust
Based on the framework of Dennis and Michelle Reina’s insights into trust in the workplace, this workshop focuses on the crucial role of trust in all relationships, including with yourself. Participants will delve into strategies for increasing trustworthiness and repairing trust when it has been lost.
Instructor – Ella Tschopik
Ella Tschopik is the IT Help Desk Supervisor for UW Madison’s School of Education. Ella previously worked as computer lab manager for both academic and open computer labs on the UW Madison campus. Ella’s previous careers included in an home day care and non-profit work including several years with her local Girl Scout council. Over the course of a diverse career, Ella has developed exceptional communication and problem-solving skills. Ella is married with two daughters, volunteers with Girl Scouts and enjoys travel, photography and lifelong learning.