Lacey Gravely

What really stood out to me in this module was the importance of students understanding their responsibilities. It will be my responsibility to inform students of the standards and expectations of their program of choice. Like this module has mentioned previously, honesty and transparency will be important in my daily work routine not only because of integrity but also to be clear and concise for the student’s betterment and understanding.

This module goes over the importance of integrity and honesty when communicating with students. Being honest helps build trust between you and your students which allows for more confidence to be built for your institution. It's important to be clear when speaking with your student's to make sure there is a clear understanding. After going through this module I now have a deeper understanding on why honesty and integrity is so important.

This module really goes over how important that everyone gives excellent customer service. It also went over many different strategies institutions can and should implement. These strategies go over how institutions can train and better prepare their employees on how to provide excellent customer service. Some of the biggest points this module went over were communication, follow-ups, and how complaints should be handled. After going over this module I know communication will be a top priority for me throughout my working days.

There are many different strategies or approaches one can do to better connect to their students. In this module it goes over what you can do to help connect with the people you work with as well. This module listed six different strategies that are important to use interchangeably, as well as more touchpoints that works internally instead of externally. Moving forward it will be important for myself to remember these lessons to make sure I'm giving excellent customer service to all which, if done correctly, will help improve daily work life.

Customers/students experiences are intertwined with how they are treated. It's important to remember the role us as service providers play when interacting and helping our students. This module went over ways that can help people feel more connected to the institution and to yourself as you interact. I thought touch points were a great thing to add and was a great reminder of the impact small connecting gestures can have. I plan to take this knowledge moving forward to help students feel more comfortable and connected when speaking with them.

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.