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DES NEWSLETTER The Division of Enrollment Services Newsletter Southern Methodist University An Electronic Newsletter of Undergraduate Admission, Financial Aid, Student Financial Services, and the University Registrar Volume V, Issue I January 2006 |
   
NEW STAFF
STAFF LEAVING
Taylor Young - UG Admission
PROMOTION
ANNIVERSARIES
Irma Herrera
Pat Woods - 28 years!
Faye Gough - 23 years!
Peggy Park - 15 years
Patricia May - 12 years
Adrienne Hawa - 8 years
Chadd Bridwell - 7 years
Angela Mejia - 1 year Mary Beard - Feb 1 Damon Wilkins - Feb 1 Kellen Correia - Feb 15 Eartha Walls - Feb 16 Daniel Herrera - Feb 16 David Bell - Feb 17 Charles Harper - Feb 18 Joe Papari - Feb 19 Michael Gomez - Feb 21 Cara Hendricks - Feb 26 If you are not on the list and should be, let Kathy know. Staffing Changes in Registrar’s Office
John Hall, University
Registrar is delighted to announce that Susan Evans has assumed responsibility
for the student records operations in addition to her duties as systems module
lead for student records. In her new role Susan will oversee enrollment and
scheduling services, academic records services and student records systems.
This change was put into motion two years ago when Susan was promoted to
Director of Student Records and Associate Director of In addition, John is pleased to report that Joe Papari, Director of Information Systems Support, has assumed responsibility to oversee student records data reporting, the student records component of data warehousing and student records query users. Joe will continue to oversee the Academic Advising Module, the Athletics Reporting project, SEVIS, the DES imaging system, and DES electronic hardware and software support. And the person popularly known as the "Query Guy" and who indeed our query guru, Stephen Forrest has been promoted to Student Records Reporting Module Lead. Stephen's responsibilities include student records data reporting, the student records component of the data warehouse, and the development of business intelligence tools, providing query support to the student records area and managing the power query users. Stephen reports to Joe Papari. Stephen has agreed to take on this new role as we move into an era when more and more information is needed in decision making and strategic planning, as well as in daily operations. Rose Johnson, Associate Registrar, has taken on the role of Student Records Data Quality Auditor. We've always had an eye on data quality, but as the amount of data captured have grown by leaps and bounds, and the maintenance of data has been decentralized, and the importance of data in decision making and planning has grown, we recognized the need to formalize our approach to auditing the completeness and accuracy of student records data. Rose will report to Susan Evans. Rose's vast experience with student records data makes her the ideal person for this important assignment. As Susan, Joe and John adapt to these changes, and continue studying how we best meet the challenges of the next few years, they anticipate additional organization changes in the future.
| VIPs -
Very Important Ponies Some
of our VIPs this month are: Cindy Luetzow
- Congratulations are in order! Cindy Luetzow has been accepted to
TG's Financial Aid Leadership Symposium. Sixteen Texas Financial Aid
Professionals were accepted to this first ever program sponsored by Texas
Guaranteed Student Loan Corporation.
BUSINESS ETIQUETTE
This is the next in a series of articles by etiquette and protocol consultant Linda
Tyler Rollins. Ms. Rollins is a graduate of The Protocol School of
Washington and founder of Rollins Rules Etiquette and Protocol Consulting.
Ms. Rollins was associated with the University of North Texas Athletic
Department for twenty years before moving into consulting full time.
Ms. Rollins is available to present workshops and can be contacted through her
website at www.rollinsrules.com.
A huge thank you to Linda
for her insights and advise.
Pony
Protocol
The Irate
Phone Call
I have read that angry customers equate irate to “I rate”. What does that
mean? Being rude and obnoxious is a cry for help in a self-esteem crisis,
and an irate customer has a free pass dump frustration on the person
answering the phone?
Here are a few suggestions for defusing the irate caller situation. I must
first remind you not to take anything personally. I know it’s easy to say,
but offering simple guidelines, courtesy of Professor Ricky W. Telg from the
University of Florida may help.
Ø
Above all, you must remain calm and positive in the face of an unwarranted
tirade.
Ø
Let your caller vent. Keep listening, and don’t interrupt. Remember that,
at the hot point, your caller doesn’t want to hear anything logical, and
arguing will only add to the ire.
Ø
Don’t assign blame to anyone, anywhere (even if you know the guilty party,
and would love to share the information!).
Ø
Ask questions. Restate the situation/problem, as you understand it. Taking
notes is critical.
Ø
Offer solutions and alternatives. It is essential that you make the caller
feel heard and connected.
Ø
Confirm the solution with the caller.
If the caller still insists on speaking with someone in authority,
your handling of the initial contact may have defused the situation, and the
next authority in line will be able to bring resolution.
Infrequently, callers may be vulgar and profane. Your department should have
a policy in place for handling abusive calls. “I ask respectfully that you
stop swearing.” If the caller does not stop, repeat, “I am asking again that
you stop swearing, or I will disconnect the call.” Still no cooperation?
Don’t slam the phone down but disconnect. Nobody should have to tolerate
swearing.
Being on the receiving end of “I rate” is no picnic. Your job is to solve
the difficult challenge with grace and dignity.
Remember. you can’t play the game if you don’t know the rules.
Important Dates Jan 16 -
University Holiday Jan 17 - First
Day of Class Jan 23 - Last
day to enroll March 13-18 -
Spring Break
Quotation of the Month
SMU Trivia
Question
Answer
Monday Morning
Leadership
For the next several months
the DES newsletter will contain leadership ideas developed in the book
Monday Morning Leadership by David Cottrell. The book uses stories to
illustrate leadership concepts. Although the book is designed to assist
those in management positions improve and develop leadership skills, the
concepts illustrated should be broadly interpreted and can be used by
everyone. Please take time to consider how the ideas presented could be
beneficial to you.
Thank you, Greg Pulte for preparing these each month.
The First Monday: Drivers and Passengers
Be a Driver (Accept
Responsibility):
What does it mean to be a
driver?
Think back upon how you
felt when you were first learning to drive a car. The thought of being able
to drive where you wanted and when you wanted in a brand new automobile
filled you with excitement. Perhaps you saved your money in order to enroll
in a Drivers Education course, or you, like many of us, begged your parents
to pay for Driving School for your 16th birthday.
Perhaps you have known
someone or you have experienced this yourself; what happened when you got
behind the wheel for the first time after getting your drivers license? The
excitement took over and you zipped away speeding in your parent’s car. How
many times has it happened that a person new to driving has an accident
immediately after receiving their driver’s license? It happens more often
than one might think. The main reason accidents frequently occur just after
receiving a drivers license stems from the failure to understand the
difference in responsibilities between being the driver and being a
passenger.
The driver who has the
accident fails to realize that he is no longer a passenger. Passengers are
free to do a lot of things the driver can’t do. As a driver, your focus
needs to be on the road and not on the distractions. As a driver, you no
longer have the right to ‘mess around’ – like listening to loud music and
gawking at people as you drive by even though it seems okay to do that as a
passenger.
The same principle applies
when you become a leader. You are no longer a passenger, you become the
driver. Your responsibilities increase when you become a leader, but you
lose some of the rights and freedoms you may have previously enjoyed. For
example, if you want to become a successful leader, you do not have the
right to join ‘pity parties’ and talk about upper management. You also lose
the right to blame others for problems within the department when you become
a manager and a leader. You become the person responsible for everything
that happens in your department. You even lose the right to some of your
time because you are responsible for other people’s time as well as your
own.
Accepting responsibility
necessitates adjustments. If it is raining you leave the house earlier or
call and change the meeting time. The rain itself does not make you late;
the rain just forces you to make different decisions.
The opposite of accepting
responsibility is to find someone or something to blame, a real leader
spends his time fixing problems instead of finding who or what to blame.
A final recommendation is
to write down positive steps to take. When you write things down, you commit
to doing them. If you simply tell yourself what you want to do, there is
really no commitment to getting it done.
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