This instructional package is designed to help improve the services offered to community college students by registration staff members and can be used as a reference guide or an instructional tool. The materials contain a manual that the learner uses in conjunction with a sound/filmstrip presentation, a transcript of the sound/filmstrip, and a description of a workshop for new employees or clerical staff members temporarily assigned to assist with student registration. The focus of the materials is on defining the employee's role in the registration process through practicing useful interpersonal relationship skills and simulating encounters between staff and students. Sample forms are also included for the workshop leader and participants. (JAC)