http://www.flickr.com/photos/mindaugasdanys/3766009204/

I have just two more classes left before Summer semester comes to an end. I am amazed with how much I have learned in such a short amount of time. I have discussed the impact of educators on the lives of those they teach before. I had “one of those professors” this semester. Not only is he an educator, but he’s an entertainer and when you’re entertained you learn more. I learned so much, in fact, that I found myself applying the concept that I read about and discussed in class to my past and present experiences. I will spare you all a summary of the topics covered in class, but I would like to share with you a (hopefully mildly entertaining) application of that which I learned in class.

For most of my undergraduate career I worked as a customer service rep for a well-known mega-retailer. My job was to return and/or exchange products that were defective or unwanted. My job was also to ensure that these procedures were conducted according to company policy. That is, within 30 days, with a receipt, cannot be damaged, dvds, cds and computer software must be unopened and so on. Not surprisingly, customers who found themselves a week outside of the return policy or with an open dvd often became frustrated. I was not sympathetic to their frustrations. The policy is the policy, it’s written in English and Spanish on the back of the receipt and I’m not going to read it to you, because if you can’t read you probably shouldn’t be out shopping by yourself. (I may have actually said this to a customer or two…or more.) Also not surprising was that my sarcasm, passive aggressiveness and general disregard for the emotions of this company’s customers led the customers to become enraged.

Needless to say, customer rage was my favorite topic covered this semester. I saw the issue of customer rage through different (and more mature) eyes. It’s a problem that can easily be avoided when you prepare your employees who are in constant contact with your clients. A company must make it known to their contact employees that the company’s goal is happy customers. In my situation at the retailer that will remain unnamed, I was more concerned with upholding company return policies than I was about customer satisfaction. Had I been rewarded for creating happy and loyal customers, the company would have been better off and I would have been far less bitter.

Empowering employees to quickly resolve issues on their own is essential. The longer a client waits for conflict resolution, the more upset they become. The perpetuation of an unpleasant situation is what leads to rage. As a consumer, chances are you don’t get upset because of one mistake or one unpleasant employee. It’s a culmination of bad service and lack of resolution.

While learning about customer rage, what it is, how it happens and what can be done to prevent and resolve it, I read examples of exceptional companies who are making life easier for their clients and their employees. One company has allotted a $10/day budget for employees to spend on a customer who had an unpleasant situation. No need to get a manager to comp the wi-fi or send a fruit basket, the employees are empowered! Another company makes sure that none of their contact employees remain in contact with customer for more than 4 hours at a time. AMAZING! If someone had thought of that back when I was a customer service rep, I may have been a very different person today.

I’d love to hear your customer rage stories whether you were on the giving or receiving end!

Finding the time to post regularly, get good grades, keep my apartment clean, work and actively relax (we’ll save the definition of actively relax for a different post) requires time management…a topic with which I have a love-hate relationship.

On a typical Saturday morning, you’ll find me in front of my computer, cereal and/or coffee in hand making a to-do list while simultaneously responding to e-mail. Then I say my sorrowful goodbye to a weekend that I will never get to enjoy. I find myself saying goodbye to entire days before they even begin. I have meetings and homework, workouts and an apartment that’s never as clean as I’d like it to be. So how…oh how….am I supposed to manage? Oh you think I should stop watching tv at night with my boyfriend and my puppy? No can do Mister, I need to escape from the chaos that is my life. If I don’t I will surely start producing too much cortisol and get fat. Understood?

Here are my time-management rules to live by.

Be Proactive- I know we are all procrastinators in one sense or another. (Even the most organized of us!). But no one can deny that doing things long before they need to be done reduces stress and produces better results. If you’re goal is to clean your house from top to bottom before your guests arrive next week, don’t wait until the day they arrive. Clean the bathroom the day before, vacuum two days before and the only thing you’ll have to do the day of is pick up whatever toys the dog (or baby) has dragged about. If you’re working on any task from house cleaning to class presentations for an hour a day for several days before the tasks need to be completed, you’ll find balance. I know the pressure of being in a time crunch is what motivates some people to get things done. My advice to those people is to find some other form of motivation. If you spend 45 minutes researching today, you get to spend 45 minutes doing something awesome today AND 45 minutes doing something awesome the day the paper is due. See where I’m going with this?

Prioritize – While active relaxation may be on your to do list, that project with a rapidly approaching due date, or that contract you need to send out should take precedence. It’s not always easy to do what you have to do over what you want to do, but you’re reducing your stress level by attending to the more pressing things on your to do list first. Personally, I can’t focus on my workout or on my tv show or even on my dinner, if I know that I still need to read for class.

Be Realistic and Timely- You can’t write a research paper in an hour (at least not a real research paper for a class you want to pass)!  When you make a to-do list it’s good to have an estimate of how long each item will take you. If you struggle with time management, you may want to evaluate whether or not you also struggle with your concept of time. Use a watch or a timer to keep you in check. If I only have time for a 30 minute workout, I set an alarm to remind me that it’s time to get out of the gym. If you choose to relax before you finish your to-do list, set a timer. It’s easy for your hour of active relaxation to turn into a 2 hour nap.

Be careful how you multitask – I am guilty of thinking that I can work on a school project, eat lunch and play with the dog. One task is always going to suffer and it’s usually the most important one. Ask yourself how long it would take you to do those tasks individually. Working on a project, responding to email or anything that requires a great deal of focus can take three times as long, if you’re not giving it your full attention. (For example, I’ve been playing with the dog the entire time I’ve been writing this post. I am certain I would have been done already, if I had sent him off to play by himself. But…I love him so.)

Despite following [most] of my own advice, I always find myself wishing there were more hours in the day. I’m currently doing some research on how to survive with less sleep. Stay tuned for the details on that!

While I never necessarily planned to get a Phd, I’ve never really pictured an end to my academic career. However, in order to continue my education after my M.S. in Hospitality Management, I have to write a thesis. The task is so daunting to me that there is a strong possibility that had my program required me to write a thesis, I may not have applied. I’m now two weeks into the program and I realize that my education isn’t going to end with a Master’s degree (at least I hope not) and I have to face my fears.

I found some inspiration this week in the form of two PhD students who made is through their Master’s program and are almost done with their PhD program (and they are only in their mid 20′s!)

With the decision to just do it made (or at least almost made), I have one year to decide the subject of my thesis. That’s one year to explore the industry. And I have one blog where I can share my findings. I decided to pursue a Master’s in Hospitality Management and Tourism because I enjoyed my work in conferences and conventions. After two weeks of my Management of Hospitality and Guest Services Organizations class, I’ve found that I love services too. Let the exploration begin!

I’m sorry I abandoned you for so long. To ease the heartache you’ve experienced, I am here to provide you with an extra special announcement.

I submitted my application to graduate school!

Remember when I sent out a possible-too-subtle message to my professors who had not written letters of recommendation for me? (See this post to jog your memory.) I’m so thrilled that I was able to overcome that obstacle. But the application is only half the battle. Until this point, the only concern I had was getting those letters of recommendation submitted and writing my academic goal statement. It hasn’t crossed my mind that I might not get accepted and if I don’t get accepted, I would have to go through this entire process again. Oh how I hope that, in the unfortunate situation that I have to apply to graduate school again, it won’t take as long as it did the first time.

On a different note, I thought that being unemployed would give me an opportunity to brush up on my skills (piano skills, writing skills, yoga skills), but I have spent so much time looking for a job, thinking about looking for a job and stressing about looking for a job, that I have done hardly anything else. I’m sure that those of you who know me are not surprised…not even a little bit…not. at. all.

Thanks to great friends and an even greater boyfriend, I have left the house to experience the single week between Winter and Summer that we have here in Florida. We went out and supported the Central Florida Hospitality and Lodging Association at Bacchus Bash, we enjoyed the most commercialized Cuban food in North America at Bongos Cuban Cafe and we smelled the flowers in College Park. I am hoping and wishing and praying and dreaming that I will have a job by the end of the month so that we can go smell the flowers at Epcot.

Until next time!

xoxo

-L

http://www.flickr.com/photos/ijames/ / CC BY 2.0

We’ve all have had them. Well…I hope that we all have had them.

memorable professors

The reasons that they were memorable differ. However, at various times throughout your life you’ll be reminded of the lessons you learned and the memorable professors you learned them from.

Some of my favorites include…

a high-energy, absolutely hilarious business law professor. His mission was for everyone to succeed in his class and to actually learn something while succeeding. He may have given away the occasional answer to a multiple choice question or two on test day. He made everyone laugh which, in turn, made everyone remember what they learned through laughter. Business law was the only college class for which I still have my notes!

a young PhD student who felt my pain. My last semester in college I has to take the infamous capstone class which required one long, stressful and complicated project. A few of my teammates abandoned ship when I needed them the most. I emailed my professor in a panic at nearly midnight on a week night. He called me within 5 minutes (despite the fact that he was home with his wife and children). He told me not to panic and that we would rectify the situation.  Maybe a caring professor (or boss) is not a “real world” experience, but the world would surely be a better place (at least for college students) if it had more caring educators and employers.

a young go-getter who pushed her students to find their inner creative genius and use it in combination with typical business skills (i.e. budgeting, planning, marketing, advertising). I did my best work in that class. In academics, there is no better feeling that taking a step back and admiring your work. A professor who pushes you to do the kind of work that your future employers will be impressed with, is a memorable professor.

Which professor do you remember or which professor will you remember?

]]> http://chasingeducation.com/2010/01/remember-them-every-so-often/feed/ 3 http://chasingeducation.com/2010/01/career-search-what-a-girl-wants/ http://chasingeducation.com/2010/01/career-search-what-a-girl-wants/#comments Wed, 13 Jan 2010 14:06:49 +0000 elle http://chasingeducation.com/?p=508

http://www.flickr.com/photos/photomishdan/ / CC BY 2.0

School started yesterday for Florida colleges and universities.

Not for me.

I’m not going to school this semester, because I need to prioritize. I was supposed to take the semester off to get my grad school application in order. While I have plenty of time to do this (and I halfway intend to do it), there are so many other priorities I need to organize. (Organization: the theme of 2010)

I need to find the motivation to search for a job that will give me the type of experience that I want.

I want to work for…

• A company that encourages team work and promotes morale  (I want to be a part of something!)
• A company that supports higher education and can [occasionally] be flexible with their employees schedules in order to accommodate the pursuit of higher education
• A company that provides a service that enhances the lives of real people
• A company that not only encourages communication between peers and upper management, but requires it
• A company that can justify major decisions with sound logic
• A company that listens when employees have something to say
• A company where upper management actually has an open-door policy and they make a point to make you feel comfortable so that you will actually use that open-door policy when you need to

Since I graduated with my Bachelor’s, I have learned a lot about myself and about the kind of environment that is not good for me. What I’m looking for in a company is a direct result of what I have experienced over the past two years. Fear is not an effective form of management. Instant gratification is no way to accomplish long term goals. When morale is lacking, so is hard work

Maybe once I find this [possibly fictitious] company, it will be easier to pursue higher education knowing that my employer fully supports this. Though it pains me to put off school, this is likely the best choice for my sanity.

But before I can find my perfect company, I need to find my motivation.

P.S. If any of my former college professors are reading this, I would really appreciate a letter of recommendation for my graduate program. I’ve been calling and emailing you to no avail. I will make it worth your while! (Cookies, cornbread, spanakopita, whatever strikes your taste bud’s fancy!)

I am a bit humored as I report to you that the only thing on my list that I actually followed through with was looking fabulous. I exercised (we got a Wii and the Wii Fit and the Biggest Loser game!) and bought new clothes that make me feel great!

On a less enthusiastic note…

I have been reading magazines, instead of my book. More on this later.

I did not finish my grad school application. I must admit, I chose a bad time to request letters of recommendations from professors. Take my advice: don’t start your grad school applications at the end of a semester. Professors enjoy their time off just as much as you do.

I found this article, with suggestions about how to approach professors about writing letters of recommendation and after the first of the year I plan to put these suggestions to good use!

I was eager to get back to school this semester…simply for the sake of being in school. However, I am going to take these next few months to finish my application and look for a job that is more closely related to event management. I thought it would be wise to get some career experience and a better understanding of exactly what I am getting myself into, before investing more time and money into my life as a career student.

http://www.flickr.com/photos/fncll/ / CC BY 2.0

Do you have any idea how difficult it is to find a respectable online Masters program? If you know the secret, please share it in the comments.

I’ve considered an online degree program because of it’s convenience. However, if I were to be accepted to Cornell’s Master of Management in Hospitality program (I think I have officially decided on Hospitality as my Master’s…more on this later), I would probably pack up and move to Ithaca. I mean, who in their right mind would pass up an Ivy League education. I have to wonder if it’s worth the $70 application fee just to say I applied and was rejected by Cornell.

but I digress

An online degree program gives me the freedom to move when I want to, to work where/when I need to and just seems like a more convenient way to pursue higher education at this point in my life. However, when something sounds too good to be true, it usually is. I can’t seem to find a program (I’m currently exploring hospitality management programs…more on this later) that I am comfortable with.

I know that thousands of working adults get degrees from accredited online universities every year. I would not want to insult anyone pursuing any sort of education. I am a firm believer in seeking any sort of education, whether it be a trade school, on-the-job training or an Ivy League school. But I have to wonder what a potential future employer would think if I attended a four-year university, graduated with flying colors, scored above average on the GRE and then proceeded to go to University of Phoenix.

You can’t even get any information from the University of Phoenix unless you give them all of your information (address, phone number, etc…). Compare this to this. It makes University of Phoenix look like an internet scam. Ashworth also requires your entire identity before giving you any information on their degree programs.

Imagine…future employer goes to check out your “school’s” website and there’s nothing there!

I would never discourage someone from getting an education. If you have to go to University of Phoenix, because it’s the only way to better yourself, I support you. I know that my criticism of these psuedo-universities could be controversial or condescending–or both! The fact is that I have held myself to a very high standard academically and an online degree program, as convenient as it may be, does not uphold my standard.

http://www.flickr.com/photos/knmurphy/ / CC BY 2.0

Why hello end-of-the-semester!

You sure did sneak up on me.

I take that back…projects, homework, and additional readings never sneak up on me, because I am just a bit obsessive when it comes to managing my time wisely.

Some people are not so wise. So here I am– I live another semester to pick up the slack.

So now I’m going to tell you all the secret to never getting stuck in a position where you have to do all of the work for your group…

Nominate yourself as team slacker!

Just kidding! What’s the point of paying for your education, if you’re going to try to get away with learning as little as possible? You do remember that you made a decision to go to college and you’re paying for right? I mean…if you don’t want to be in school, you don’t have to be!

The only thing you can do to make your life easier is prepare for catastrophe every time and brace yourself. In my life as an academic over-achiever, I’ve developed a group-project protocol to minimize (note: it’s not always possible to eliminate) stress in desperate times.

1. Take control of the project from the beginning. If your teammates know that you are serious about the project and serious about your grade, they’re more likely to get working right away.
2. Set due dates along the way. Separate your project into phases and set a due date for each phase. Make sure that the due date for the final project is at least a week before the professor’s due date. This gives you time to edit and compensate for any work that did not get done.
3. Find the hard workers in your group and assign everyone a slacker to tend to. Some slackers may give the illusion that they are working on the project. If you don’t check up on them you  may find that the “work” they were doing is unacceptable.
4. Be ready to do someone else’s work. If you want an awesome grade and you’ve got slackers in your group, you’re going to have to pick up the slack. The best way to prepare for this extra work is to make sure that you understand the project as a whole. It’s difficult to do someone else’s part of a project, if you don’t know what the complete project needs to look like.
5. Let your professor know who carried the majority of the burden. Do this without whining and without disclosing too much detail (which may make you seem like a tattle-tale). This may seem like a futile step, but I look at it this way: If the professor does do something about it (e.g. dock the slacker’s grade), the slacker might learn that he can’t always get away with slacking. This may save that slacker’s future group-mates a lot of stress, if he learns his lesson!

I hope you’ve enjoyed my five-step protocol for academic over-achievers working on groups.

(side note: etsy shop is “up” but mostly in the testing phase. I’ve decided not to invest too much energy in it, as my online endeavors (e.g. examiner.com and ehow) are monopolizing most of my spare time.)

http://www.flickr.com/photos/velkr0/ / CC BY 2.0

“America, ever-idealistic, seems wary of the vocational-education track. We are not comfortable limiting anyone’s options. Telling someone that college is not for him seems harsh and classist and British, as though we were sentencing him to a life in the coal mines. I sympathize with this stance; I subscribe to the American ideal. Unfortunately, it is with me and my red pen that that ideal crashes and burns.”

- In the Basement of the Ivory Tower by Professor X

A lengthy read I suppose, but a lovely read indeed! This article is a beautifully written piece on the trials and tribulations of both community college English professor and community college student.

The arts are so often frowned upon by professors and students of hard sciences. However, the answer to a multiple choice question is clear to a Biology or Chemistry professor. The English professor must be more cautious, as his student’s grades are entirely based on his discretion.

In accordance with my philosophy, he fails those who fail. As a grade school teacher, community college professor, or university professor, you’re not doing a student who should fail a favor by passing him.

If you only read one thing this week let it be In the Basement of the Ivory Tower.

I would love to hear your thoughts.