Day:
Tuesday, November 5, 2019
Time:
1:30 PM - 2:30 PM
Location:
Senators Lecture Hall, Lobby Level
First Learning Outcome: Reasons why a real “no” should never change
Second Learning Outcome: What questions to ask to “zoom out” – gain the big picture
Third Learning Outcome: How incorporating compassion allows for a positive outcome
Core Competencies: Problem Solving, Communication
Proficiencies: Records & Acad. Svcs.: Operations and Business Process Management
Intended Audience: New to the profession, General Audience
Getting to “Yes” (Even When There Is a “No” Involved)
Category
Session
Description
Loma Linda University’s University Records office is no different than many registrar offices across the nation; the questions that arise are many and often request things to be done that are outside of policy, regulations, and practice. The office has created a tag line: Zoom Out (clarify to see perspective); Zoom In (compassionate involvement) and seeks to apply it to every situation.
Specific case studies will be presented to show how giving a “no” answer along with (1) seeking to fully understand the situation (zoom out = big picture) and (2) looking for other solutions within policy (zoom in = put yourself in their shoes) have the opportunity to still have a positive outcome. Hear experiences from registrar staff across generations, tenure, and responsibilities.
Submission ID:
6595
Presenter(s):
Erin Seheult Loma Linda University
Ismari Altamirano Loma Linda University
Jodi Clay Loma Linda University
Winner Status
- Session