Customer ServiceMeghan 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 for the Day 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!

❖Knowledge of Your Campus!

College Knowledge Treasure Hunt…

• 5 minute Introduction session.

• 30-minute college wide scavenger hunt!

• Student Ambassadors will answer 12-15

questions related to the college.

University Departments

• Career Services

• Counseling & Health

• Disability Services

• Residence Life

• Campus Police

• Registrar’s Office

• Financial Aid

• Bursar’s Office

• International Student Office

University Departments Cont’d

• Library

• Civic Engagement / Inclusion

• Athletics

• Student Activities / Clubs

Debriefing / Questions / Comments

University Departments Cont’d

Diversity: Part One

Microaggressions

• Definition

• The types of Microaggressions:

o Micro-assaults

o Micro-insults

o Micro-Validations

What is the Hidden Message?

• The presenter and the student ambassadors go through

scenarios and as a group try to figure out what the

hidden message is.

Stereotypes

•• Definition of Stereotypes

• Discuss with ambassadors about where

stereotypes originate.

• Why is it important for ambassadors to have an

understanding of stereotypes?

What Would you do?

•• Have the ambassadors watch the video

of a clip from the show “What would you

do?”

Racial Sorting

• The ambassadors will complete the

Racial Sorting exercise as a team.

Diversity: Part Two

The DOT Exercise

• Dominant Culture and Culture Identity

Messages discussed.

• The ambassadors complete the DOT

exercise.

• Discussion of the exercise. Presenter has

leading questions provided to him or her.

Mediation and Conflict

Resolution

Mediation and Conflict

Resolution

• Types of Communication

• 5 Habits of Highly Effective

Communicators

o Big Bang Theory Video Clips

• What Color are You?

o Activity

o Discussion

Communication & Positivity

• Creator vs. Victim

o Defining

o Language

• Mastering Creator Language Activity

o Discussion

• Have To/ Choose To Activity

o Discussion

• Discussion & Wrap Up

Communication & Positivity

EVALUATIONS

Questions?