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The University of Toledo is on a journey towards excellence.
This journey is not just one person's journey, but a shared
journey by all who call themselves a University of
Toledo Rocket.
This journey includes moments of truth that will help
transform the student experience.
[MUSIC PLAYING]
Hello, everyone.
It is my pleasure to introduce a new initiative on the main
campus which is being called the Moments of Truth campaign.
The purpose of this campaign is to lay two foundational
elements on which to build an improved student experience.
Well, to me, professionalism looks like somebody who's very
confident in what they know, but also somebody who is OK
not knowing everything and works with other people to
solve problems.
To me, an ideal professional place is made up of people
that would make a visitor say, wow, they are prepared.
They know what they're doing.
And they are incredibly pleasant and helpful.
Professionalism, to me, is meeting the customer's needs
in a timely and efficient manner, and
as friendly as possible.
When students come to me with a problem, I listen,
understand what the problem is, begin investigation, and
then resolve it to the best of my ability.
To me, it looks like being first class in
everything you do.
That if you can think of the best situation that you've
been in where you needed help with something, and that
person was there and answered all your questions, did
everything that you needed, was exactly the way that you
wanted to be treated, I think that's what delivering
professionalism is.
Professional looks like, to me, is a person who has
integrity, who is compassionate, does the right
thing, courteous and kind, and takes action.
Professionalism, to me, is really defined by respect,
having respect for students, for coworkers, bringing that
respect to the table allows us to really take the individual
into account.
To make sure that we're looking at all of their needs,
trying to look at the big picture.
Putting our self in their place.
I think respect is what brings us to that higher level of
professionalism.
When I see somebody who's
professional, they are friendly.
They are happy to help.
They're putting their best foot forward in order to help
someone find the answers that they need.
To me, a professional organization looks like people
who are happy and are happy to help others.
And so when I walk into a place and people are smiling,
and greeting me, and trying to help me find where I need to
go, that's definite professionalism right away.
I feel good about it.
Professionalism, for some, might look like polished shoes
and a nice haircut and being dressed well.
I think that's probably part of it, but real
professionalism is the way you interact with other people.
Professionalism, to me, is not just an attitude or the way
that you dress, it's more about a state of mind.
So when I come in to work, I might
have had a crazy morning.
I have to leave it at the door.
I have to enter in a manner that I can resolve the issues
that might come forward during the workday, and not carry my
own kind of baggage around.
It also means that during particular times, stress may--
stressful times may cause people to act differently or
respond differently.
And I think it's really about having a positive attitude and
trying to always look at how you can resolve a situation,
taking pride in what you, being passionate
about what you do.
That, to me, really defines professionalism.
The first foundational element is called professional
communication, which addresses the way that we communicate
with students, and the way that we
communicate with each other.
The University's Service Excellence Teams recommend we
implement what is called the 10 by 5 rule.
It's a simple rule that says we should look people in the
eyes and smile when they come within 10 feet of us, and that
we should say hello in a friendly voice when they come
within 5 feet of us.
A glance and a smile at 10 feet, a
friendly hello at 5 feet.
That's it, the 10 by 5 rule.
They're also recommending that we use universal scripting
when answering the university's telephones.
This helps to ensure that we answer work phones is a way
that is courteous and helpful to students and
others when they call.
In addition to professional communication, the second
foundational element is called personal problem solving.
This, too, is a simple principle.
It says that when students come to us with a problem,
that we take responsibility for making sure that the
problem is actually resolved, either by our own actions or
by the actions of others.
We don't simply refer the student to another person, we
make sure the student reached the person they needed and
that the problem was solved.
We believe these two simple foundational elements,
professional communication and personal problem solving, set
the tone for service excellent improvement going forward.
Our goal, of course, is to turn every student interaction
into a positive, memorable experience.
For me, professional communication and personal
problem solving are just the way that I would want my son
or daughter to be treated at our university.
In fact, it's just the way that all of us would want to
be treated.
That's it, that's what it means to me.
Now, let's see what it means to others.
As a student and a graduate assistant here, I enjoy
working with faculty and staff.
They are the perfect level of friendliness, while not being
too intrusive into your life.
Professionalism to me is someone who is consistent and
just arrives on time every day.
Having good morals and ethics, and getting the job
done the right way.
Treating people with dignity.
And just doing your job well.
It makes yourself stand out in the community.
It makes yourself look like a better person and someone you
can come to and help.
You don't want to show any kind of fear.
You're not intimidating to anyone who comes up to you.
Looking nice comes with it.
But then, along with that dress code, there's a moral
code on how you act.
And on your professionalism, it's based on what you do.
The entire UT community will be making a journey to
transform an already strong university into one with a
student experience worthy of national recognition.
One step, one student encounter at a time.
Through professionalism and problem solving, we are making
each moment count through the moments of truth.
This is our journey, our university, and
we are Rocket strong.
[MUSIC PLAYING]