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Undergraduate Student Housing Leadership Training Closing Session

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Title: Moments of Truth Author: cvstaff Last modified by: falipsco Created Date: 10/16/2009 2:45:09 PM Document presentation format: On-screen Show (4:3) – PowerPoint PPT presentation

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Title: Undergraduate Student Housing Leadership Training Closing Session


1
Undergraduate Student Housing Leadership
Training Closing Session
  • Presented By Fred Lipscomb Executive Director
    of Undergraduate Housing

2
  • Its about you
  • Its about 5300 Students

3
Undergraduate Student Housing
  • Business
  • Customers
  • Because the
    Student
  • Because the Student has a need, We have a job do.
  • Because the Student has a choice, We must be the
    better choice
  • Because the Student has sensibilities, We must be
    considerate
  • Because the Student has an urgency, We must be
    quick
  • Because the Student is unique, We must be
    flexible
  • Because the Student has high expectations, We
    must excel
  • Because the Student has influence, We have the
    hope of more Students

4
Undergraduate Student Housing
  • Worth of our business
  • 50 million dollars
  • Your role

5
Sexual Assault
6
Drugs
7
Death
8
Directionless / Lost
9
Confusion
10
Fire
11
Overdose
12
Hate / Racism
13
Financial
14
Natural Disasters
15
Suicide
16
Kyles Story
17
Moments of Truth
  • Moment of Truth - Any interaction between an
    employee (Student Staff) and a customer
    (Residents).
  • There are hundreds of moments of truth every day.
  • The goal of every Moment of Truth is to create a
    win-win situation for you and the customer.
  • Make every Moment of Truth count.
  • Satisfied customers share their enthusiasm with
    THREE others.
  • Dissatisfied customers communicate their
    aggravation with ELEVEN others.

18
Dave Los
Before
After
  • My experience as an RA has changed me in more
    ways than I'll ever admit. I grew up as an
    athlete in a small town with very little exposure
    to different ethnicities and alternative
    lifestyles. As an athlete I had developed some
    leadership skills, but leading high school jocks
    to victory is quite different than motivating
    young professionals.

19
After
Before
Dave Los
My respect for others grew tremendously during my
2 year RA experience, something I feel has become
invaluable to my practice of medicine. It is
vital that I understand how my patients
experiences have formed who they are in order for
me to relay essential information to them in the
most appropriate manner. I not only look back at
my experience with fond memories, but a huge debt
of gratitude for how it helped shape who I am
today.
20
Connie Havens
The years 1984-85. The place SUNY Cortland,
N.Y. The assignment Resident Assistant The
individual Connie (Piccininni) Havens Current
Position Elementary Math Specialist Never did
I think that a choice I made 24 years ago would
pave the way and shape my life into what it has
become today. During my junior year and for part
of my senior year at State University of New York
at Cortland, I became a Resident Assistant.
Before
21
Connie Havens
After
  • ORGANIZATION
  • Keeping track of programs, activities and
    residents on my floor was no easy task. I quickly
    found out that the more organized I was, the
    smoother my job would run.
  • Today working full time, keeping track of
    activities for my three children and running the
    house, is IMPOSSIBLE without being organized.

22
Connie Havens
  • LEADERSHIP
  • Being the R. A. leader in college, helped guide
    me to believe that simple ideas can become a
    reality with the right captain steering the
    ship.
  • For the past four years I have organized Family
    Math Day for my current school district.
    Without the leadership skills that I have built
    upon, this 700 person, district wide event would
    not have a chance.

23
Connie Havens
  • BEING CONSISTENT
  • As an R. A., its all about the rules. Who can
    do what, when and where on your floor. I learned
    that in most situations you had to go by the
    book. Most of those decisions I dont remember.
    Its the decisions that I made with that gut
    feeling that I have stuck with me over the
    years.
  • Both in my classroom and with my own children I
    have learned that you need to be consistent. It
    so much easier to start out tough and loosen the
    reigns than vice versa.

24
Connie Havens
BE A GOOD Listener Most people can tell if you
are REALLY listening or not, even over the
phone (just ask Fred he is a master at that.).
When you really think about it what do people
of all walks of life really want? Someone to
listen to them.
25
Connie Havens
  • Friendships
  • Being part of a residence life staff allows you
    to build deep friendships that you will treasure
    for life. Not with every staff member but if
    you stay friends with even one person from your
    building - you have a fortune for life. They
    will be there for you during the exciting and
    memorable times as well as take your hand and
    help you through the most difficult that lie
    ahead.

26
Darron Rishwain
  • Looking back on my early years at UC Irvine,
    being involved in student leadership (student
    government) was a springboard to furthering my
    education and interpersonal skills.  I was taught
    the basics, and empowered by the student housing
    staff to energize my fellow students in the
    community.  This foundation has influenced how I
    work with my professional dental staff as well as
    my patients. Little did I know that the
    practical experience I gain would be so
    transferrable.

Before
27
Darron Rishwain
Before
Not only did this broaden my group of friends,
but emphasized how important it is to be involved
and a leader in whatever work or trade is
desired.  I have been very fortunate in my
profession, and always look upon my past
experiences in college as the best of times. I
now lead a professional dental team of 8 dentist
and had it not been for what I learned as a
student leader, I am not sure I would be where I
am today.
After
28
Darron Rishwain
After
29
  • Its about you
  • Its about 5300 Students

Good Luck and Have a great year. I wish you many
moments of truth!!!!!!!
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