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Professional Development Institute Kicks Off First Program
Class of 24 Begins 40-Week Training Program
"If you haven't learned something new each day, you've had a bad day."
These words by Bill Shannon, executive director of Service Improvement for Duke University Medical Center and Health System, helped set the tone for the Feb. 3 opening session of the
Professional Development Institute's first program for office staff development. By this description, the class participants from across the University and Health System should expect many good days ahead with the program's 40 weeks of training.
 "We could not be more pleased with the response to our first program," said Sally Allison, program leader for the Professional Development Institute. "We received 75 applications for the first class, which is more than three times the number of spots available. Many of the applicants not placed in the first class are on the waiting list for the next class."
At the beginning of the kick-off for the first class, Clint Davidson, vice president of Human Resources, engaged participants in an exercise to help illustrate the different types of support they would need throughout the program to be successful.
"The key to being successful in the program will be to learn together and learn from one another," Davidson said. "As you have all shared today, determination, staying focused and support from family members, managers and co-workers will also be important factors to your success in the program. I congratulate you on your admission and look forward to celebrating your accomplishments with you."
Sally Dickson, vice president of Institutional Equity, expanded on Davidson's congratulatory remarks. "Submitting your application and entering the program shows your willingness to learn, develop and take control of your career," she said. "It will be exciting what you will learn throughout the program, especially from each other. Motivate each other, share your stories and dreams, and you will be successful."
 The 24 participants in the program have an average of 11 years of service at Duke and represent a wide variety of departments from across the University and Health System.
The program is designed to help participants develop clerical office management skills and capabilities to qualify for future opportunities in administrative and medical office support positions. Similar approaches will be used for subsequent programs designed for other types of job categories.
One of the initial areas of focus for the first class has been customer service. Shannon visited the class as a guest speaker to share insights into the benefits of learning and the importance of customer service in shaping a positive experience for those who come to Duke. Shannon described for participants a recent experience that left an impression on him about the power each of us has to make a difference through customer service.
Late last year, Shannon was walking through Duke Children's Hospital when a man, whose son was born prematurely at the hospital, approached him.
The father explained that as he was sitting in the waiting room anxiously waiting for an update on his son when an employee who was walking by paused, leaned down and patted him on the knee. No words were exchanged, but somehow the employee recognized the man needed comforting. Not knowing the name of the employee, the man wanted to thank someone for what may have seemed like a small gesture but one that had touched him personally during a difficult time.
"Everything we do has an impact on our customers, whether your job requires you to work directly with students, patients or their families or whether you provide support behind the scenes," Shannon said. "A lot of delivering good customer service is common sense, and we must continue to make sure that common sense remains common practice here at Duke. Customer service is a key to your success in the roles for which you are preparing, and your success helps support our continued organizational success."
The office staff development program is designed to provide participants with the skills and training necessary to fill job opportunities in administrative and clerical jobs at levels 6 - 9. During the 40-week program, participants will hear from other guest speakers, complete course work, engage in internships and learn with mentors at Duke.
The Institute will offer the next class of the office staff development program beginning June 2. The Institute will accept applications for the June class through March 21. For an information packet including an application, please call 684-5406 or stop by the Institute's office located at 3616 Duke South (Yellow Zone). For more information regarding the Institute or the office staff development program, you may also visit
the Professional Development Institute Web site.
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