Customer Service Meghan Campbell, Chris Jones, Hannah

Kelliher and Lenora Willis

Schedule for the Day! ● 9:00-9:15: Welcome and Breakfast!

● 9:15-9:30: Introductions and go over the day’s schedule.

● 9:30-9:45: Where the Wind Blows.

● 9:45-10:30: Knowledge of your campus!

● 10:30-10:45: BREAK!

● 10:45-11:30: Resource Tour.

● 11:30-12:00: Discussion about the morning.

● 12:00-1:00: LUNCH

● 12:45-1:45: Diversity Training Part One.

Schedule continued● 1:45-2:45: Diversity: Part two.

● 2:45-3:00: BREAK!

● 3:00-4:00: Mediation and Conflict Resolution.

● 4:00-5:15: Communication and Positivity.

● 5:15-5:30: Questions, Comments, and Concerns.

Where the Wind Blows!

Know Your Campus!

Important Offices• Career Services

• Counseling and Health

• Disability Services

• Residence Life

• Campus Police

• Registrar’s Office

• Financial Aid

• Bursars Office

• International Student's office

• Library

• Civic Engagement/Inclusion Office

• Athletics

• Student Activities/Clubs

How to be a Student Ambassador!

••Connect with Visitors•Why it is important to have knowledge

about campus and services.•Ability to address financial concerns.•How to give effective tours.

Warm Welcome

Resource Tour! • Purpose of Resource/Campus Treasure hunt.

• Directions: o Students will break up into teams of no more than four but

no less than two other student ambassadors. o If possible the teams should be made up of strangers.o Before they start groups will make introductions to each

other.

• Get the Campus treasure map from the presenter

• Go on tour and have fun! You have 30 minutes to complete this!

• Remember group who answers most correctly gets Prize!

Discussion/Wrap up•What did you learn on the Campus

Resource/Treasure hunt?

•What happens if you don’t know an answer to a question a visitor has? o Is this okay? Or are you expected to know

everything?

•How are you going to put what you learned today into action?

Diversity: Part One

Microaggressions

●What is your understanding of microaggressions?

Microaggressions continued

• Micro-aggressions are defined as “brief and commonplace daily verbal, behavioral, or environmental indignities, whether intentional or unintentional, that communicate hostile, derogatory, or negative racial slights and insults towards people of color” (Sue, Capodilupo, Torino, Bucceri, Holder, Nadal, & Equin, 2007, para. 1).

Sue, D.W., Capodilupo, C., Torino, G, Bucceri, J., Holder, A., Nadal, K., & Equin, M. (2007). Racial Microaggressions in Everyday Life: Implications for Clinical Practice. The American Psychologist , 62 (4) 271-286. Retrieved from: http://www.div17.org/TAAR/media/topics/microaggressions.php

Types of microaggressions

••Micro-insults

•Micro-validations

Micro-assaults

What is the hidden message?

• “When a White couple (man and woman) passes a Black man on the sidewalk, the woman automatically clutches her purse more tightly, while the White man checks for his wallet in the back pocket.”

• “A third generation Asian American is complemented by a taxi cab driver for speaking such good English.”

• “American Indian students at the University of Illinois see Native American symbols and mascots - exemplified by Chief Illiniwek dancing and whooping fiercely during football games.”

• Can you think of any more? Sue, D.W. (2010). Microaggressions in everyday life. Is subtle bias harmless?

Stereotypes

•What is your understanding of stereotypes?

Stereotypes Defined• According to the Merriam Webster Dictionary the

definition of stereotypes is: “To believe unfairly that all people or things with a particular characteristic are the same”

• Why is it important for you as student ambassadors to understand what stereotypes are?

• Where do you think stereotypes originate from?

Merriam Webster Dictionary. (2013). Retrieved from: http://www.merriam-webster.com/dictionary/stereotype

What would you do?• Watch the video!

• https://www.youtube.com/watch?v=XbIUEiDBPPg

• What was the most surprising thing about the video?

• What was the most inspiring part of the video?

• Have you seen similar incidents in your life?

• In what ways could this scenario play itself out on campus?

• What are the stereotypes found in this video?

Racial Sorting

••http://www.pbs.org/race/002_SortingPeop

le/002_00-home.htm

Let’s do this activity together!

Diversity: Part Two

Recap

•How did you feel about the topics covered in the first part of Diversity?

•Do you feel as though you have a clear understanding of what microaggressions and stereotypes are and why they are important to understand?

The DOT Exercise •• Where could we learn information about a group

to which we do not belong?

• What does Dominant Culture mean to you?

What are some of the ways we are different from one another?

The DOT Exercise Continued

• Dominant Culture: According to Sparknotes (2013) dominant culture is “the group whose members are in the majority or who wield more power than other groups. In the United States, the dominant culture is that of white, middle-class, Protestant people of northern European descent”(para 2).

• What do you think are Culture Identity Messages?

SparkNotes (2013). Retrieved from: http://www.sparknotes.com/sociology/society-and-culture/section6.rhtml

Directions for the DOT Exercise

• Under each statement, you will find a continuum, from deeply rejected to deeply held. You will place all four colors of dots on each page; under each statement illustrating where the messages they received from each of the four sources lay on this continuum.

• RED – people who raised you.

• GREEN – k-12 schooling

• YELLOW – mass media; including television, radio, books, movies, internet, etc.

• BLUE – your friends

Diversity Wrap up! • Do you feel comfortable with what was

discussed in the Diversity Section?

• What was the most valuable part of this portion of the training for you?

• Do you feel as if you learned about yourself?o Were you surprised about what you learned?

• Do you see the value in understanding microaggressions and stereotypes as student ambassadors?

Mediation and Conflict Resolution

Conflict Anyone??

Who has ever had a conflict?

Who has not?

How do we know conflict is happening?

Levels of ConflictDiscomfort

Incidents

Misunderstandings

Tension

Crisis

Confrontation and De-Escalation

Communication barriers• Pre-judging

•Not listening

•Criticizing

•Name-calling

•Engaging in power struggles

•Ordering

•Threatening

•Minimizing

•Arguing

De-escalation techniques●Listening●Refocusing the other person on something positive●Use humor (sparingly) to lighten the mood● Empathizing with the other person●Giving Choices●Setting limits

Pointers!!➔ Remain calm -- Listen - really listen!

➔ Avoid overreaction.

➔ Validate! “I understand why you might be upset.” (This does not indicate that you agree with them.)

➔ Remove onlookers -- or relocate to a safer place. (Onlookers can become either “cheerleaders” or additional victims.) Send an onlooker for help.

➔ Watch for non-verbal clues or threats.

➔ Bring in another trained person to assist whenever possible.

➔ There is less chance of aggressive behavior if two people are talking to one person.

➔ Be prepared and confident (without) being arrogant

➔➔ Explain assumptions and limitations

➔ Avoid confusing terms

➔ Be honest and frank

➔ Don’t interrupt—that can make things worse

➔ Let others know WHY certain things need to occur

or WHY certain policies/procedures are in place

➔ If you do not know the answer to a question, say so, and offer to find out the answer

➔ Operate with integrity

➔ Respect the other person’s right to a satisfactory solution to the problem

➔ It’s not about winning—it’s about keeping things respectful and open

Speak clearly and with compassion to increase understanding

Mirroring

Types of Communication Written –A medium for communication that entails the written word. Letters,

emails, and manuals are forms of written communication.

Oral-A medium for communication that entails talking using the spoken word, such as talking face-to-face, on a telephone, or as a speech.

Non-Verbal- A medium for communication that entails using cues via body language to convey message content. Facial expressions, body gestures, and voice intonation are forms of nonverbal communication.

http://www.toolingu.com/definition-950120-92944-written-communication.html

1. Mind the say-do gap. Your behavior is your single greatest mode of communication, and it must be congruent with what you say. If your actions don’t align with your words, people are not going to think you are being honest with them.

(2:38) Fun with Flags http://www.youtube.com/watch?v=vicuZS0ChYQ

2. Make the complex simple. Your customers are being bombarded 24/7 by information, making it hard for them to hear you. Simplicity has never been more powerful or necessary. Effective communicators distill complex thoughts and strategies into simple, memorable terms that colleagues and customers can grasp and act upon. Say what you mean in as few words as possible.

(1:51) Communication Through the Wall http://www.youtube.com/watch?v=1zd1xNidSpc

3. Find your own voice. Use language that’s distinctly your own. Let your values come through in your communication. People want real. People respect real. People follow real. Don’t disguise who you are. Be genuine, and people will respect you for it.

(1:16) Different Communication Styles http://www.youtube.com/watch?v=1co5bdo3Gyk

5 Habits of Highly Effective Communicators

4. Be visible. Visibility is about letting your key stakeholders get a feel for who you are and what you care about. It’s easy to hide behind a computer and transmit messages to others without seeing or interacting with them. In today’s environment, people are often burned out and need to feel a personal connection to you and the work that you believe in.

(2:22) Sheldon as a Robot http://www.youtube.com/watch?v=X4a_jZoU_C0

5. Listen with your eyes as well as your ears. Stop, look and listen. Remember that effective communication is two-way. Good leaders know how to ask good questions, and then listen with both their eyes and ears. Listen and hear what is coming back at you. Look for the nonverbal cues. Sometimes a person’s body language will tell you everything you need to know.

(3:02)Texting Date http://www.youtube.com/watch?v=vfaU9zFLBnE

http://www.forbes.com/sites/susantardanico/2012/11/29/5-habits-of-highly-effective-communicators/

5 Habits of Highly Effective Communicators

What Color are You?

A = REDB = BLUEC = WHITE

D = YELLOW

Victim- a person that keeps doing what they have been doing even when it does not work

Creator- a person that will change their beliefs and behaviors to create the best result they can

Accepting Personal Responsibility

•When you accept personal responsibility, you believe that you create everything in your life.

•Sometimes people are victims of outside forces. If you accept personal responsibility for creating your own results you will look for ways to create your desired outcomes and experiences despite obstacles.

Creator vs. Victim

○ Blame others○ Complain○ Make Excuses○ Repeat Ineffective Behavior○ “Have To” Do Things○ Pretend Their Problems Belong to Others○ “Try”○ Give Up

Victims:

Victim & Creator Language

Creators: ○ Accept Responsibility○ Take Actions○ Seek Solutions○ Do Something New○ “Choose To” Do Things○ Own Their Problems○ Commit & Follow

Through

http://cf.linnbenton.edu/wed/dev/hillk/upload/Amber'svictimcreatorProject%205-28-11.pdf

Mastering Creator Language

Have To / Choose To

Discussion & Wrap Up

QUESTIONS?

EVALUATIONS