Lacey Gravely

What I have learned is that it is important for companies to focus on customer service. Though some companies say customer service is important the ones that shine and excel are the ones that take the time to hone it. Great customer service helps create a welcoming environment which leads to building trust. This module also went over how customer service can affect educational institution's and how it can affect student experiences. After going through this module, it helped me to pinpoint which skills I use and which ones to improve on for a better working experience. 

After going over this module I learned a lot about what goes into making connections that I did not fully understand before. There is a social hierarchy that is pretty much implemented into every conversation. There are also a lot of "invisible" tools that can help people connect to each other such as mirroring. This was interesting to learn about and know that I use some of those skills already but now I know how to better implement into my daily work life. 

From this module I learned that listening is one of the most important tools we have. There are three different levels when it comes to listening. Learning and understanding the different levels can help someone become a more active listener and can help when trying to understand someone's wants and needs. I will be taking what I learned from this module and apply it to my work, which will allow me to better understand those that I am helping.

What I have learned from the first module is that communication can be interpreted in many ways. It's important to go over what you want to communicate and how it may be interpreted. There is also four steps that you can follow that effectively help improve what you are trying to communicate.

I learned about how safety and regulations have changed for online learning. It also went over ways that schools have adapted to these changes and what security measures have been put in place. It was interesting to learn that even if a student chooses to opt out, they cannot be anonymous within their online class.

The continuation of this module has taught me multiple things. What happens to records if an institution has been sold or under new ownership. When FERPA applies and does not apply for students/graduates. How to help students to obtain their school records if they cannot be there physically to receive them. As well as how security protocols have been implemented to help reinforce protection of student records. This information will help me better perform my working duties as I know more on the subject and can help keep their information protected.

Throughout this module, I have learned about recordkeeping, general rules to follow when releasing student records, how FERPA applies to third parties, and more. I intend to use this knowledge to make sure I am following FERPA's guidelines to ensure I am protecting students' private information.

From this module I have learned the key components that make up FERPA. As well as learning what is and isn't protected under this federal law. I will be using FERPA in my day-to-day activities while working for ECPI to protect students' privacy.