Ok, let's say you get a new "toy". I'm a big fan of technology, so we'll use the iPhone as an example. You just got a brand-spanking new iPhone (free of charge). You shall name him "Skippy" and he will make all of your phone calls, and hold all of your music, and allow you to navigate the interwebs with relative ease. Now let me ask you a question: do you (like my mother) skip the set-up steps (figuring they're too complicated and you can always go back and do them later)...or do you grit your teeth and suffer through the annoyance? Do you hassle through the calls to Apple's Customer Service, or AT&T's Customer Service (waiting through more bad music than I can possibly describe here)? Do you do all of these incredibly irritating things knowing that the pay-off will be a happier, better-adjusted Skippy?
I do.
And you have to approach your education in exactly the same way. Yes, you do have to take some classes that are annoying as hell--they frustrate you, and they're difficult, and the teachers can make your life miserable. But in the end, you're better for having taken them...because you survived.
When you fail to do all of the little steps in setting up a new piece of equipment, you often spend even MORE time going back and correcting the mistakes you made. The same is true with your education. If you blow off those gen ed classes, you're going to spend even MORE time going back and re-taking them (most classes require that you earn at least a C to move on to the next level). So while the rest of your friends are taking advanced classes in their majors, you're still going to be spinning your wheels--taking classes you should have (and totally COULD have) passed the first time around.
How much sense does that make?
Thursday, September 11, 2008
Thursday, September 4, 2008
Let's Dance
I call it the University Shuffle. It is, without a doubt, one of the most maddening experiences a student can have and the odds are that you've experienced it at least once in your academic career. You have a question...just one little question...and you call the office that should (logically speaking) have the answer. But when you explain the situation, you're transferred to another department where you have to repeat the whole process all over again...only to be told that you have to fill out a form in triplicate, donate a pint of blood, and then take all appropriate documentation to still another office entirely. Then you wait in line only to discover that you've filled out the wrong form and the people you really needed to talk to were the ones you called in the first place.
I just got pissed off, and I was only typing that. Imagine how cranky you would be if it happened to you...
So what causes the dreaded University Shuffle? Why do you get passed off from department to department when you just need a simple answer to a simple question?? Honestly, there are a few preludes to the dance, and a few moves you can use to help you get off the dance floor without getting your toes stepped on.
The Causes:
1). Bored Workers Who Don't Listen-- I think we've all had jobs that we hate (did I mention that I once sold bait at a gas station? I had to shake the styrofoam tubs to ensure the worms were still alive.) But unhappy workers who don't actually listen to what you're telling them are probably the #1 cause of the University Shuffle. How many times have you been forced to answer the phone at your job and someone started in on a long, rambling story? What was your reaction? I, personally rolled my eyes and mimed strangling myself with the phone cord. More often than not, the faithful phone-answerers will simply latch on to one word or phrase that you say...and then tell you that you need to talk to someone else in an effort to get you off the phone faster.
2). Inexperienced Workers-- We've all had jobs where the first few weeks were really rough. So we should probably cut some slack to all of the new employees out there who are answering phones for University offices. An inexperienced worker simply doesn't take the time to find out what you really need--they're actually really nervous each time they answer the phone (because they never know when they're going to screw up and the person on the other end of the line is going to go postal).
3). Changes in Policy-- Larger universities change their policies fairly often, so it's not always the fault of the person on the phone if they give you incorrect information.
4). Story Time-- Sorry, but you have to share some of the blame too. When you call an office with a question, your first instinct is to tell whoever answers your life story. You give them too much information and they can't figure out what you really need.
The Solutions:
1). Keep Your Cool. There honestly isn't a lot you can do about the relative happiness of University employees (unless you have a scheme to take over the University and pump nitrus oxide into the air conditioning vents...in which case, we should probably talk about your evil villain complex). But you CAN change your attitude when dealing with the unhappy masses. Your first instinct will always be to get pissed off when you get the brush off. Refrain! Take a cleansing breath and think of frolicking puppies. Calmly explain to the person on the other end of the phone why you don't believe they are referring you to the right location. If the person is insistant, take down their name and the number where they can be reached. That way, when you get passed on to the next person, you can say, "X-person in X-office suggested that I contact you with my problem". If you have been referred incorrectly, rest assured that the second office you called WILL raise holy hell with that first office for sending you down the wrong path.
2). Recognize the Warning Signs. Does the person to whom you are speaking keep putting you on hold? Does the phrase, "Gee, I don't know" keep appearing in their speech? These are good indicators that you're dealing with a new employee (or just an incompetent one). Be polite, be patient and if need be, ask to speak with the worker's supervisor. This does not have to be a bitchy move on your part, you can simply ask to speak with someone else (again, POLITELY!) who might be better able to answer your questions.
3). Take the Time to Verify. Time constraints not withstanding, if you received an answer to your question, call back to that same office later the same day (or the next day) and ask the same question to a different person. It is totally ok to say, "I called there yesterday and was told X...is that correct or do I need to know something else?" It's always better to hedge your bets than to get your information wrong and have to start dancing.
4). Be Clear. Be Concise. I know you want to tell whomever you're speaking to your life story. I know you want them to feel the inexplicable agonies you've faced in your journeys thus far. And yes, your friends have already heard all of your good stories (you need new victims for your material!) But resist the urge to explain to a phone operator that your day started off crappy because your cat vomitted on your favorite sweater. They really don't care. If you need to show your new landlord proof of how much financial aid you'll be receiving, then THAT'S what you say to the nice folks in financial aid (a lengthy diatribe about how you need to arrange your housing for next year is just going to get you transferred to the Residence Life office...see how that works?) Think: short, simple, declarative statements. If you can't phrase your phone call so that it fits into this formula: (I need X + How can you help me? = solution)...then you need to keep simplifying.
Trust me on this one, all of this really does work. The more relaxed you are when dealing with these little annoyances, the more happy you'll be. But remember that you should always have a secret weapon.
Advisor/Faculty Member/Dean: Occassionally, you need someone with a University "title" to cut through some of the bullshit and get you some answers. Don't be afraid to ask them for help when you get stuck.
I just got pissed off, and I was only typing that. Imagine how cranky you would be if it happened to you...
So what causes the dreaded University Shuffle? Why do you get passed off from department to department when you just need a simple answer to a simple question?? Honestly, there are a few preludes to the dance, and a few moves you can use to help you get off the dance floor without getting your toes stepped on.
The Causes:
1). Bored Workers Who Don't Listen-- I think we've all had jobs that we hate (did I mention that I once sold bait at a gas station? I had to shake the styrofoam tubs to ensure the worms were still alive.) But unhappy workers who don't actually listen to what you're telling them are probably the #1 cause of the University Shuffle. How many times have you been forced to answer the phone at your job and someone started in on a long, rambling story? What was your reaction? I, personally rolled my eyes and mimed strangling myself with the phone cord. More often than not, the faithful phone-answerers will simply latch on to one word or phrase that you say...and then tell you that you need to talk to someone else in an effort to get you off the phone faster.
2). Inexperienced Workers-- We've all had jobs where the first few weeks were really rough. So we should probably cut some slack to all of the new employees out there who are answering phones for University offices. An inexperienced worker simply doesn't take the time to find out what you really need--they're actually really nervous each time they answer the phone (because they never know when they're going to screw up and the person on the other end of the line is going to go postal).
3). Changes in Policy-- Larger universities change their policies fairly often, so it's not always the fault of the person on the phone if they give you incorrect information.
4). Story Time-- Sorry, but you have to share some of the blame too. When you call an office with a question, your first instinct is to tell whoever answers your life story. You give them too much information and they can't figure out what you really need.
The Solutions:
1). Keep Your Cool. There honestly isn't a lot you can do about the relative happiness of University employees (unless you have a scheme to take over the University and pump nitrus oxide into the air conditioning vents...in which case, we should probably talk about your evil villain complex). But you CAN change your attitude when dealing with the unhappy masses. Your first instinct will always be to get pissed off when you get the brush off. Refrain! Take a cleansing breath and think of frolicking puppies. Calmly explain to the person on the other end of the phone why you don't believe they are referring you to the right location. If the person is insistant, take down their name and the number where they can be reached. That way, when you get passed on to the next person, you can say, "X-person in X-office suggested that I contact you with my problem". If you have been referred incorrectly, rest assured that the second office you called WILL raise holy hell with that first office for sending you down the wrong path.
2). Recognize the Warning Signs. Does the person to whom you are speaking keep putting you on hold? Does the phrase, "Gee, I don't know" keep appearing in their speech? These are good indicators that you're dealing with a new employee (or just an incompetent one). Be polite, be patient and if need be, ask to speak with the worker's supervisor. This does not have to be a bitchy move on your part, you can simply ask to speak with someone else (again, POLITELY!) who might be better able to answer your questions.
3). Take the Time to Verify. Time constraints not withstanding, if you received an answer to your question, call back to that same office later the same day (or the next day) and ask the same question to a different person. It is totally ok to say, "I called there yesterday and was told X...is that correct or do I need to know something else?" It's always better to hedge your bets than to get your information wrong and have to start dancing.
4). Be Clear. Be Concise. I know you want to tell whomever you're speaking to your life story. I know you want them to feel the inexplicable agonies you've faced in your journeys thus far. And yes, your friends have already heard all of your good stories (you need new victims for your material!) But resist the urge to explain to a phone operator that your day started off crappy because your cat vomitted on your favorite sweater. They really don't care. If you need to show your new landlord proof of how much financial aid you'll be receiving, then THAT'S what you say to the nice folks in financial aid (a lengthy diatribe about how you need to arrange your housing for next year is just going to get you transferred to the Residence Life office...see how that works?) Think: short, simple, declarative statements. If you can't phrase your phone call so that it fits into this formula: (I need X + How can you help me? = solution)...then you need to keep simplifying.
Trust me on this one, all of this really does work. The more relaxed you are when dealing with these little annoyances, the more happy you'll be. But remember that you should always have a secret weapon.
Advisor/Faculty Member/Dean: Occassionally, you need someone with a University "title" to cut through some of the bullshit and get you some answers. Don't be afraid to ask them for help when you get stuck.
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