24th Annual
Invited Presentations
Evaluation and Assessment
Papers
Building Responsive and Responsible Communities Using 360° Evaluations
Friday, February 9, 9:30 — 10:20 am Legacy South 3
Mary Ellen Batiuk
Wilmington College
Kathryn R. M. Springsteen
Wilmington College
Are 360-degee evaluations useful and practical in academic settings? This paper will present some of the literature and much of our experience in using 360-degree evaluations in our administrative positions. We will look at the challenges, the rewards and the pitfalls in garnering feedback from below. We want to encourage our colleagues to step out into this brave new world.
Applying a Quality, Potential, and Cost (QPC) Model to Program AssessmentFriday, February 9, 10:30 — 11:20 am Salon Three
Kathy Booker
Millikin University
Cheryl Hilgenberg
Millikin University
Within academic divisions, it is often the chairperson's responsibility to focus on assessment activities to provide guidance for program improvement and long-range decision making. Although designed to ensure that programs are systematically assessed, the analysis of programs is often dissimilar across academic programs. At a small Midwestern University, a model for comprehensive program assessment, the Vice President for Academic Affairs and the Dean's council developed the Quality, Program and Cost (QPC) model. The QPC Model equips chairpersons, directors, and deans to assess programs effectively and to ensure that all academic leaders are speaking the same language.
Maximizing the Value of Student Course EvaluationsWednesday, February 7, 10:30 — 11:20 am Salon Three
Gayle Doherty
Oxford College of Emory University
Penny England
Oxford College of Emory University
Each semester the members of our division hold a discussion session focused on our course evaluations. We write responses to the comments of our students and discuss perspectives. We "see" ourselves and our teaching is enriched. Through these written responses, when our course evaluations go to our dean, our voice goes with them. Our deans are enthusiastic about this practice. This presentation shares our process.
An Innovative Approach to Continuous Curricular Improvement in Professional Degree ProgramsFriday, February 9, 10:30 — 11:20 am Legends Ballrooom 2
Winnie Dunn
University of Kansas Medical Center, School of Allied Health
Chairs provide leadership for designing innovative curricular improvement processes. We will discuss an innovative method of obtaining curricular information while assessing student knowledge. Faculty and students meet to discuss KEY QUESTIONS that reflect critical areas of knowledge, resulting in student assessment data, feedback for the curriculum, and accountability for the program.
Who, me? Evaluation and Development of Academic Department ChairpersonsFriday, February 9, 10:30 — 11:20 am Legacy South 3
Chandra J. Foote
Niagara University
Barbara Iannarelli
Niagara University
Chairpersons hold a great deal of responsibility within the higher education academic community. In order for them to be responsive and responsible to faculty, administration, staff, students, and external bodies, it is important for the department chair to receive regular and relevant feedback. Unfortunately, few institutions have a formal evaluation process for department chairs. This paper session will focus on the purposes of chair evaluation, the status of department chair evaluation in the United States, and the experiences of a College of Education in its attempt to develop a chair evaluation process.
Division Chairs and Academic Prioritization: A Systematic Model for SuccessFriday, February 9, 8:30 — 9:20 am Legacy South 3
Kelly M. Kilcrease
Franklin Pierce College
The prioritization of academic programs and majors is an essential tool for division chairs when determining budget allocations. Introduced from an experiential perspective is a four-step model that has been proven successful for division chairs. Most vital to this model is an evaluation matrix chart that assists the division chair in ranking and classifying programs.
Academic Advising: Choosing a Model That Works For Your DepartmentThursday, February 8, 11:30 am — 12:20 pm Legacy South 3
N. Douglas Lees
Indiana University-Purdue University Indianapolis
Academic advising is viewed as a function critical to student satisfaction and success. The ways in which this service is being delivered are changing at our colleges and universities. Student expectations for advising and advisor preparation and evaluation will be discussed. Several models for academic advising will be discussed and matched to institutional types.
Assessing Student Learning Outcomes in the MajorThursday, February 8, 10:30 — 11:20 am Salon Three
Gary M. Shulman
Miami University
Ronald C. Fetzer
Miami University
This paper shows how chairpersons can take action to enhance the teaching and learning culture in their departments by using Faculty Learning Communities (FLC) and student e-portfolios. The operating premise is that continuous improvement in teaching and learning occurs when both faculty and students are cooperatively engaged and actively involved in educational and assessment processes.
Implementing a Student Evaluation System: Issues to Address, Pitfalls to Avoid, and Some Lessons LearnedThrursday, February 8, 2:00 — 2:50 pm Legacy South 3
Thomas Wangler
Benedictine University
This presentation will discuss the nuts and bolts of implementing the IDEA student evaluation system at a small private university. The roles and responsibilities of the deans, department chairs, program directors, and support staff will be discussed. Some of the issues that invariably come up when trying to do this kind of thing will be addressed and how such a system can be used for improving teaching, making personnel decisions, and making programmatic changes will also be discussed.
Workshops
Chair Effectiveness: Using Reflection and Feedback to ImproveWendesday, February 7, 10:30 am — 12:20 pm Legends Ballroom 3
Bill Pallett
Amy Gross
The IDEA Center
One of the primary chair responsibilities is faculty evaluation and facilitating improvement efforts. Yet, many times it is difficult to find the time to reflect on personal performance to identify strengths and areas for focused improvement. The session will provide an opportunity to begin that reflective process using the IDEA Feedback for Department Chairs system as a tool to guide reflection and consider how to effectively use faculty feedback to guide professional development.
Changing the Culture of Expectations: Building a Culture of EvidenceThursday, February 8, 10:30 am — 12:20pm Legacy South 1 & 2
Elizabeth C. Crockford
Colby-Sawyer College
Janice Ewing
Colby-Sawyer College
The purpose of this workshop is to provide conference participants with a system that has been effective in utilizing portfolio assessment and evaluation in evaluating faculty as a teaching institution. Self-assessment portfolios are used as faculty complete yearly evaluations, apply for promotion and/or tenure and post-tenure reviews.
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Leadership
Papers
Turning the Titanic: Invigorating the academic departmentFriday, February 9, 10:30 — 11:20 am Legends Ballroom 3
Mark Borzi
Eastern Illinois University
This presentation utilizes the case study method to explore the important role the department chair plays in changing a department's culture and it perception in the academic community. The presentation will focus on the change process and leadership style of the chair and provide examples of relevant practices, internal and external documents/reports, and measures utilized in the change process. Recognizing that each academic department has its own culture and unique issues to be addressed, the presentation will emphasize the processes and practices that can be generalized from the experience that might translate into other environments.
Leadership processes and tools for strategic planning in academic departmentsWednesday, February 7, 10:30 — 11:20 am Legacy North 1
Lynn Henrichsen
Brigham Young University
A strategically oriented academic chair leads by engaging faculty in the processes of deciding the department's purpose and direction and then determining the means for achieving them. In this presentation, participants will learn about various procedures and tools that chairs can use to create mission statements, vision statements, and strategic objectives for their departments.
Interacting with the DeanWednesday, February 7, 11:30 am — 12:20 pm Legacy North 1
David J. Malik
Indiana University-Purdue University Indianapolis
N. Douglas Lees
Indiana University-Purdue University Indianapolis
The Dean is a significant influence on the success and failure of departmental activities and faculty careers. As a result of this important role, communication becomes critical to ensure that information flow is both accurate and consequential. This obligates chairs to optimize effective communication and identify strategies for improving this important dimension. Several strategies and approaches will be presented with illustrative examples.
Academic Deans: Background and ExperiencesWednesday, February 7, 10:30 — 11:20 am Legacy South 3
Kimberly A. McCabe
Lynchburg College
Linda L. Andrews
Lynchburg College
This presentation was designed to provide new and experienced deans information on the background and experience of those individuals also serving as Academic Deans in universities and colleges across the country. Specifically, through the presentation of information obtained from a sample of Academic Deans current Deans will be provided information in terms of the perceptions and the reality of their positions.
Merging departments-practical lessons in leadershipThursday, February 8, 10:30 — 11:20 am Legacy North 1
Terry M. Clark
University of Central Oklahoma
This presentation concentrates on providing chairs with practical, and sometimes provocative, advice on the challenges and pitfalls of being a change-agent in a growing academic department, culminating in merging two departments. It is based on a personal perspective of practical lessons building change during 16 years as chair of the Journalism and now Mass Communication department at the University of Central Oklahoma, The presentation will be organized by offering advice and observations on dealing with chairs' multiple constituencies, including students, staff, faculty, fellow chairs, deans, administrators, and discipline-specific professionals and funding sources. These are practical points learned in the turf trenches, devoid of educationalese, and rarely found in academic books on departmental chairs and leadership, including the continuing role of the chair as a teacher, and the passion and energy of the chair.
A Positive Approach to Transition: Building Ethos and Community Within the Academic DepartmentFriday, February 9, 8:30 — 9:20 am Legacy North 2
Jeanne M. Herman
Gustavus Adolphus College
Can transitions be opportunities for positive growth and change? How can we effectively integrate new colleagues within the department to create a sense of community? Together we will explore techniques to accomplish these goals.
Empathic Understanding: The Foundation to Effective Communication for the Academic ChairWednesday, February 7, 11:30 am — 12:20 pm Legacy South 3
Dona Kennealley
University of South Dakota
The presentation will provide an overview of empathic understanding and explore areas of empathic listening, values and attitudes, and problem solving skills so that the chair can establish and maintain more effective relationships with those they lead.
How To Turn Things Around in One SemesterWednesday, February 7, 2:00 — 2:50 pm Legacy South 3
Birgit Wassmuth
Kennesaw State University
This presentation will offer a set of communication strategies to help turn around a department by building community between and among faculty and students. Attendees will be introduced to several communication strategies and learn how to combine them to effectively yield desired results.
Assisting New Department Heads Transition into the Leadership RoleThursday, February 8, 11:30 am — 12:20 pm Salon Three
Andrew Stremmel
South Dakota State University
Mary Kay Helling
South Dakota State University
Kathleen Donovan
South Dakota State University
Mary Arnold
South Dakota State University
Vikram Mistry
South Dakota State University
This workshop is designed to promote leadership skills and qualities in department heads who are new to the role and discuss potential pitfalls. In particular, we will share strategies used in the Academic Leadership Program, developed by the presenters, for new department leaders at South Dakota State University. This program was designed to examine and discuss the roles of department head as delineated by Gmelch and Miskin (2004), and establish a supportive learning community for addressing problems and issues related to the department leader role.
Workshops
Servant Leadership in a Time of Hard Choices
Thursday, Feb. 8, 2 — 3:50 pm, Legacy North 2
Daniel Wheeler
University Nebraska Lincoln
In these difficult times, higher education leadership is facing hard choices. Although the present trend seems to centralize authority and decision-making, an alternative is servant leadership. Participants will learn what constitutes servant leadership and its applicability.
Teamwork Makes the Dream WorkFriday, February 9, 8:30 — 10:20 am Legends Ballroom 3
Kenneth Anderson
Calhoun Community College
The success of any organization is found in its ability to work together as a team. This dynamic workshop is designed to motivate and rally participants to embrace practical principles of team building through interactive and engaging exercises.
Enhancing Chairpersons Leadership Skills to Achieve Departmental SuccessThursday, February 8, 10:30 am — 12:20 pm Legends Ballroom 3
Debra Busacco
College Misericordia
This workshop will assist chairpersons in identifying the managerial and leadership skills necessary to be successful in today's competitive academic environment. Participants will assess their competency and skill level in areas deemed to be critical for effective leadership of an academic department. The leadership tool "For Your Improvement (FYI): A Development and Coaching Guide" will be used to assist chairpersons in self-assessment of leadership skills. Participants will develop an action plan to address weak leadership skills. The short-term action plan can be implemented upon the participants return to campus.
Deciding Who is in ChargeFriday, February 9, 8:30 — 10:20 am Legends Ballroom 2
Victoria Christie
Rocky Mountain College
One of the thorniest problems that chairs face is deciding who is responsible for what decisions. Are decisions shared, will the chair work for consensus, and how will chairs make the decisions when consensus is not possible? The purpose of this workshop is to examine faculty and administrative roles in decision-making. Using cases based upon actual problems faced by chairs, participants will examine how we decide who gets to decide.
Your Job-Your EQ-Your HealthThursday, February 8, 2:30 — 3:50 pm Legends Ballroom 3
Karen M. Greenockle
University of Tennessee at Martin
The Academic Department Chairperson position comes with a myriad of conflicting demands leading to high levels of stress and eventual health problems. Understanding the stress response and management techniques gives professionals a way to gain control of their emotions and become more productive leaders. This presentation will review these topics in relation to the emotional intelligence (EQ) paradigm. Identifying individual EQ profiles, specific stressors, and practical applications will be presented.
Managing Especially Difficult People-101Wednesday, February 7, 2:30 — 3:50 pm Legends Ballroom 2
Mary Lou Higgerson
Baldwin-Wallace College
Teddi Joyce
Baldwin-Wallace College
This workshop will explore leadership communication strategies for managing especially difficult people. Special attention will be given regarding strategies for effectively managing the confrontation junkie. Participants will practice leadership communication skills essential to managing difficult people.
Managing Especially Difficult People - 201Thursday, February 8, 10:30 am — 12:20 pm Legends Ballroom 2
Mary Lou Higgerson
Baldwin-Wallace College
This workshop will continue the exploration of leadership communication strategies for managin especially difficult people. Special attention will be give regarding strategies for effectively managing the passive or indifferent soul.
Meeting Challenges, Mediating Conflict and Making Changes Via Competent CommunicationFriday, February 9, 8:30 — 10:20 am Legacy South 1 & 2
Lucretia C. Scoufos
Southeastern Oklahoma State University
This paper explains useful communication strategies for academic chairs to use in order to influence beliefs and behavior, and successfully meet challenges, mediate conflict and make changes in an effective manner. Based on case studies and personal observations, examples are described for achieving competent communication styles and applicable leadership skills for academic chairs.
Real Life Situations in the Academy: What's a chair to do?Wednesday, February 7, 10:30 am — 12:20 pm Legacy South 1 & 2
Karen F. Steckol
University of Alabama
Patti White
University of Alabama
Carmen L. Taylor
University of Alabama
Celia C. Lo
University of Alabama
Judith L. Bonner
University of Alabama
Every Chairperson has to deal with issues of conflict in their departments at one time or another. These conflicts can often be multifaceted and difficult to adjudicate. Input from vice presidents, deans and associate deans can be helpful as well as that from trusted chair colleagues. However, it is not uncommon for a chair to be in the situation where there is no precedent and/or right or wrong answer. On those occasions, experience may be the deciding factor. The scenarios that will be presented will help the chairperson develop the necessary skills to properly analyze and remediate issues of conflict in their departments.
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Mission/Goals
Paper
Transitioning From a Teaching/Service to a Teaching/Research DepartmentWednesday, February 7, 11:30 am — 12:20 pm Salon Three
Brad Strand
North Dakota State University
In the past six years the Department of Health, Nutrition and Exercise Sciences at North Dakota State University has moved from a department with an emphasis on teaching and service with a bit of research to one with a much greater emphasis on research and scholarly productivity. We have personalized a college research plan and addressed a number of department issues. The basic objective of this presentation is to share with others the processes we have used to move from a teaching and service department to a teaching and research department.
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Student Retention
Paper
Decentralizing the Advising System: A Split-Model for Improving Student RetentionThursday, February 8, 3:00 — 3:50 pm Legacy South 3
M. Lynn Alkire
Central Missouri State University
John Sutton
Central Missouri State University
A campus-wide initiative has led to a decentralized advising system using a split-model concept. The Noel-Levitz Academic Advising Model was adopted as a guide to develop a student-centered, intrusive approach, strategic plan. By decentralizing the advising system, students receive maximum benefits for career planning from both a professional advisor and a faculty advisor.
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Civic Engagement
Paper
Motivating Faculty to Engage in Service-Learning Curricular ActivitiesThursday, February 8, 11:30 am — 12:20 pm Legacy North 1
Debra Dobray Burke
Department of Marketing/Business Administration and Law, Western Carolina University
Le Von Wilson
College of Business Administration, Georgia Southern University
Service learning is a credit-bearing educational activity in which students participate in an organized service project that meets identified community needs, and then reflect on that activity in a meaningful manner in an effort to understand course content, appreciate the discipline, and enhance their sense of civic responsibility. This presentation is designed to examine opportunities that exist within various disciplines for this synergistic educational experience among students, faculty, university administrators, and the local community. It will examine ways in which department chairs can inspire faculty to become engaged.
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Faculty Development/Roles
Papers
Improving Faculty Effort in a Tenure-less EnvironmentWednesday, February 7, 3:00 — 3:50 pm Legacy North 1
Walter Hartwig
Touro University-California College of Osteopathic Medicine
Motivating faculty who lack long-term security requires extra attention to less tangible incentives. Chairs must foster internal drives in the absence of external achievement markers (tenure). But internal drives vary, so chairs must redefine professor models and align individual self-fulfillment with the campus mission to achieve a responsive faculty.
Engaging Faculty: Departmental Shared Governance that WorksWednesday, February 8, 2:00 — 2:50 pm Legacy North 1
Mary L. Fisher
Indiana University/Purdue University Indianapolis
Faculty members have increased expectations for consultation in unit decision-making and it is vital that chairs assist in forming unit shared governance models that work. This presentation describes a model of shared governance that empowers faculty into a more cohesive, functioning unit. The evolution of this model is evaluated.
Using New Faculty Orientation Programming to Communicate Faculty Performance ExpectationsThursday, February 8, 2:00 — 2:50 pm Legacy North 1
Timothy Schibik
University of Southern Indiana
Charles Harrington
University of North Carolina at Pembroke
Scott Gordon
University of Southern Indiana
Historically, higher education has looked toward new faculty entering academe as a critical lever to infuse and maintain vitality at an institution. Yet, national data indicate that this new pool of intellectual talent is becoming a smaller segment of the full-time instructional workforce (NCES, 2001). Additionally, increases in the diversity of new college faculty, both in terms of academic specialty and individual culture as well as changes to the definition of an academic career, make the formation an intellectual community difficult. If colleges and universities are to maintain institutional energy and build a community of scholars among the faculty, they must begin to place greater emphasis on the professional development and socialization needs of new faculty. This presentation will provide concrete examples of a new faculty development/orientation program that recognizes the changing academic career in the 21st Century and follows the AAHE's best practices model.
Life as Untenured Chair: Surviving and Thriving Despite the OddsFriday, February 9, 8:30 — 9:20 am Salon Three
Kevin Valadares
University of Southern Indiana
This presentation will summarize a two-year experience of life as an untenured (assistant professor) department chair and director of an undergraduate and graduate health professions program at a 10,000 student comprehensive University. Coupled with objective data on untenured chair characteristics will be subjective (and yet highly practical and relevant) recommendations for surviving and thriving in this unique position.
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Curriculum Revision and Promoting Scholarship Across Disciplines
Paper
Curriculum Revision Techniques Incorporating Active Learning in Content Rich CoursesWednesday, February 7, 3:00 — 3:50 pm Salon Three
Barbara Stoos
Mercy College of NW Ohio
Maria Nowicki
Mercy College of NW Ohio
As part of curriculum development, chairs need to ensure that active learning is occurring within their departmental courses. Activities using higher-order thinking skills require more time than traditional lecture. We will present creative ways to gain time for active learning and explore ideas for creating active learning opportunities in classroom setting that can be shared with your faculty.
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Resolving Conflict/Problem Solving/Team Building
Paper
"Dear Chair of English, My Students Can't Write"Friday, February 9, 9:30 — 10:20 am Salon Three
Carol Westcamp
University of Arkansas, Ft. Smith
What happens when a department chair is held solely responsible for a student competency? This session will focus on what a chair can do when such a problem arises. Presenters will share an example and the action steps chairs can take-within any discipline-to solve such a problem.
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Administration
Paper
The Faculty Handbook: A Guideline or a Labyrinth?Friday, February 9, 9:30 — 10:20 am Legacy North 2
Jon Dalager
Georgetown College
The faculty handbook is the "constitution" of most colleges and universities and is the source of most rules that affect how the faculty and chairs carry out their business. Unfortunately, most handbooks are a compilation of many years' worth of faculty decisions, and are not always clear and consistent. This paper will provide an overview of the legal significance of the faculty handbook and its practical implications in many situations. Chairs will be advised to know what's in their own institution's handbook and to do what is necessary to correct any deficiencies they find.
Workshops
Surviving to Thriving: Management Strategies for New and Used ChairsThursday, February 8, 2:00 — 3:50 pm Legacy South 1 & 2
Sue E. Ouellette
Northern Illinois University
Kevin Heinz
Texas A&M University
Judy O. Berry
University of Tulsa
Loretta Heuer
University of North Dakota
Donna LeGrand
Bethel University
In this forum, new and "used" chairs can explore ways to manage their departments with energy and enthusiasm. Four common topic areas will be discussed: managing yourself, managing others, managing resources, and managing time. Participants will describe management situations they have experienced in a forum where these issues can be explored and practical strategies can be identified by panel members and other participants. Attendees will take home an array of potential solutions to common management problems.
Creating a Responsive Community to lead the Millennial DepartmentWednesday, February 7, 2:00 — 3:50 pm Legacy South 1 & 2
Ann Singleton
Union University
Kina Mallard
Gordon College
Department chairs in the 21st century find themselves with different roles and responsibilities than their predecessors. Understanding the generation of students born between 1982 and 2002 is key to maintaining a healthy department community of faculty and students. Presenters in this session will model a workshop that department chairs can replicate for their departments to enhance faculty understanding of the millennial student and encourage faculty to adapt their teaching and advising strategies for the needs of the millennials. Specifically, the workshop focuses on three goals: (a) understanding the millennial student and helicopter parents; (b) developing strategies for communicating with the millennial student in class; and (c) determining limits for communicating with the complaints of students (and their parents).
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Financial
Paper
Positive Outcome to Academic Re-organizationThursday, February 8, 3:00 — 3:50 pm Legacy North 1
Margaret Crouse
Chadron State College
Pat Colgate
Chadron State College, ret.
Laura Gaudet
Chadron State College
Institutions in times of uncertain resources and increased demand for resource outlay re-organize academic structures by combining academic units and disciplines. Without careful thought and faculty involvement, this combination of units into one larger academic structure causes discipline identity loss, curriculum diffusion, and a sense by the faculty of a loss of curricular and academic control. This presentation will discuss and illustrate a process for making better decisions relative to combining units. A carefully though-out and designed combination of units can lead to not only efficiency but to effective student learning.
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Technology
Papers
Introducing Technology Effectively Using a Combined Bottom-Up and Top-Down Community-Building ApproachWednesday, February 7, 2:00 — 2:50 pm Salon Three
David R. Thompson
Loras College
This presentation will focus on ways to manage a faculty-driven grassroots effort - with administrative support - for technology and its application in teaching and learning. By applying the nine-state model that will be presented, chairperson may lead faculty to adopt technology for the improvement of teaching and learning, prevent or reduce some resistance among some faculty, and participate in the dynamic, productive process of community building.
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New Faculty Appointments
Paper
Temporary Faculty and the Academic DepartmentThursday, February 8, 2:00 — 2:50 pm Salon Three
John Murray
Georgia Southern University
The focus of this presentation is on how chairpersons may think about and make decisions pertaining to temporary, full-time faculty. While temporary faculty appointments are often a necessity, they provide a challenge for chairpersons because of the potential ambiguity in their department functions. These issues will be discussed along with principles that chairpersons may use when making decisions about temporary faculty.
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Time Management
Workshops
Effective Time Management for Academic LeadersWednesday, February 7, 2:00 — 3:50 pm Legends Ballroom 3
Christian K. Hansen
Eastern Washington University
Every leader knows that time is a limited resource that must be managed wisely in order to perform the critical functions that rest upon the leader. However, when overwhelmed by deadlines, phones ringing off the hook, paperwork needing completion and e-mails streaming in, leaders often find themselves too busy to invest time into setting priorities of tasks to be completed and end up spending time ineffectively. The workshop will present strategies; through active involvement of the participants, methods and suggested practices for managing tasks and setting priorities to ensure that time is devoted proportionally to the tasks that are most critical for the success of the leader's unit. Additional focus of the workshop will be on preparing a "time budget" similar to a financial budget and on collecting data that compare actual time consumed to time budgeted.
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Diversity
Workshops
Leadership for Diversity: The Chairperson's RoleThursday, February 8, 10:30 am — 12:20 pm Legacy North 2
Myra Gordon
Kansas State University
This workshop addresses six critical aspects of the chairperson's role in advancing diversity at the departmental level. Topics addressed include: (1) planning and accountability for diversity; (2) best practices for diversifying the faculty; (3) how to diversify the curriculum; (4) departmental roles in multicultural student recruitment and retention; (5) understanding and enhancing the climate for diversity; and (6) fundraising for diversity. Participants will engage in exercises and receive handouts and guidelines. Participants will leave the workshop with a greater understanding of how to exercise leadership for diversity and what an outstanding department in this regard looks like.
