Don't Say No
How do negative words make people feel? (Name 3)
Tense, Nervous, Fearful, Confused, Defensive
Why are Customer Personalities Important?
Different Strokes for Different Folks
When angry, what are some actual feelings people feel? (Name 3)
Sadness, No Control, Frustration, Shame, Guilt, Anxiety, Fear, Embarrassed, Ignored
What was the main takeaway from the Lollipop Video?
Sometimes we do not know that what we do makes a difference and has a grand impact on someone's life!!
How many time capsules are buried at SAIT?
4 time capsules buried between 1966 to 2016
Negative Words can mean something different for everyone. What are some effects that may influence a person's perception or emotion of a word?
Childhood Trauma, Anxiety, Poor Self-Esteem, Cycle of Verbal Abuse
What are 2 of the 4 types of Personality Types?
Expressive, Driver, Amiable, Analytical
What is the term used when a person has a reaction to an event that is perceived stressful or frightening?
Flight or Fight Response
What are the SAITSA eligibility requirements for Health and Dental for students?
Full-time: 9 credits or more
ELF
Open Studies
Practicum/Work term
What was the name of the first Mascot at SAIT?
Midge - A Shetland Pony
Positive _______ means telling a customer what you ___ do for them, rather than what you ____. It is about seeing every _______ from the customer’s perspective and highlighting the _______ of a particular action to them.
Positive language means telling a customer what you can do for them, rather than what you can’t. It is about seeing every transaction from the customer’s perspective and highlighting the benefits of a particular action to them.
How do we recognize and adapt to different Personality Types?
Listen, Ask Questions, Be honest, Be Flexible
How can we manage ourselves during Flight or Fight mode? (Name 4 ways)
Breath - count to 10
Stay Calm
Relax Body
Listen
Ask Questions
Use Soothing Words
Who can access the Career Centre? And what services do they provide?
Current Students & Alumni
Resume/Linkedln review and help
Practice Interviews
Job Search tools and postings
What year did SAIT open?
1916
Opened doors with 11 students and a mandate to train veterans returning from the First World War.
I want to drop my class and obtain a refund despite the add/drop deadline passing.
The add/drop deadline has passed and refunds are no longer possible. However, we are able to give you "W" grades which will help to not impact your GPA.
How would you manage "Mr Penny Pincher" when he doesn't want to pay for his UPASS?
- Let them know our policies and fees are mandatory.
- Give them other alternatives like the exemption form and information.
What would you do if a person is being verbally abusive, yelling and screaming on the phone?
Calmly ask person not to be abusive
Be firm you will not tolerate behaviour
Ask them to call back when they are calm
Hang up but let them know you are doing so and why
Why is it important to be informed and Culturally Competent?
- Different Cultures with different ways and practices
- Revenue for institutions are driven by International Students
- Huge growth in International Admissions
What was SAIT's original name?
PITA: Provincial Institute of Technology and Arts
1916 to 1950
Name 3 of 7 Tips of How to Say No
Clarification, Honesty, Explain Reasoning, Reframe No into Positive Language, Listen, Offer Alternatives, What's Next?
Name 1 characteristic from each Personality type.
Amiable: Agreeable, Wants to be liked, Artistic
Expressive:Unstructured, Impulsive, Outgoing
Driver: Impatient, Wants to win, Results Orientated
Analytical: Logical, Careful, Formal
What are some ways to Debrief after a stressful interaction? (Name 5!)
Take a Break!!
Vent to someone
Watch a video/listen to music (have fun)
Learn from situation
Don't take it personal!
What does S.M.A.R.T. stand for from our Goal setting presentation?
Specific
Measurable
Achievable
Realistic
Timely
What is the SAIT Coat of Arms Motto?
Half Marks if you know when we got a Coat of Arms?
Incipio Et Erudio
Meaning: I take in hand and educate
2009