10 Ways To Have A Better Conversation
by Celeste Headlee
Most educators feel that we have exceptional communication skills. Long-time radio host, Celeste Headlee shares 10 great tips for developing the skills needed to have a coherent, meaningful conversation every time you interact with a student. Definitely, an entertaining presentation with lots of great ideas.
Why Aren’t We More Compassionate?
by Daniel Goleman
Daniel Goleman, psychologist, and author, shares ideas about why when we have a natural propensity to be compassionate, we aren’t always able to provide the compassion needed in the moment. The presentation provides great insights into how busy professionals must let go of their own issues and stresses to focus on the student standing in front of them
How Airbnb Designs For Trust
by Joe Gebbia
The co-founder of Airbnb shares how a system was designed to carry out the idea that “trust takes years to build, seconds to break and forever to repair,” –especially when you are wanting people to open their beautiful homes to a group of strangers. Institutions can learn how to apply the Airbnb reputation design system to work with students, families and the communities they serve.
I Was Seduced By Exceptional Customer Service
by John Boccuzzi, Jr.
This is definitely our favorite customer service TED Talk. Boccuzzi explains why giving customers what they need, not what they think they want, which can often solve problems they didn’t even know they had, becomes a win/win for everyone. Certainly, institutions can learn about how quality service will be the institutional secret sauce to lasting student loyalty.
Author: Valerie Kisiel
February 26, 2019
Aaron W. Hughey
I have been using the Celeste Headlee Ted Talk for a couple of years now (both with my graduate students and in various corporate training/professional development sessions. She provides excellent advice that actually works (at least that has been my experience). “Stay out of the weeds.” Very true.