Oral Presentation Session I - Commons 331

• Robin Brewer
• Patrick Carrington
• Amir Karami
• Osama Rabie
• Timothy Richards

Poster Presentation Session I - UC 310

• Ali Azari
• Eric Corbett
• Cailing Dong
• Jinie Pak
• Rita Shewbridge

The Institute for Study Abroad, Butler University (IFSA-Butler) has scholarships available for the fall semester First Generation Scholars Program. This achievement-based program offers first generation college students significant financial, academic and pre-professional assistance for enrollment in an IFSA-Butler semester or year program. The application deadline for fall semester 2013 is Friday, March 1.

The scholarship is worth up to $2,500 and covers $500 in housing and meals, flight costs (approximately $,1500 value), student visa fees where applicable, and passport fees. Recipients also participate in a blogging program and a resume building workshop, and they receive specialized first generation college student information.

The scholarship requires a minimum GPA of 2.7. The scholarship is not based on financial need, but applicants do need to complete a Financial Footprint. Applicants must submit a CV or resume and a 500-word essay related to the first generation college student experience.

For more information on this great opportunity, please visit the website:http://www.ifsa-butler.org/first-generation-scholar-program.html

Interested in securing an internship this summer? Are you interested in receiving year round training with a professional development coach, who also assists you with employment after graduation? Well look no further; apply to INROADS, www.inroads.org, today!

INROADS candidates intern with top companies like United Technologies Corporation, GE, T. Rowe Price, Washington Gas, Deloitte & Touché, PepsiCo, Lockheed Martin, JC Penney, Target and many more.

Click Here to Apply

The basic requirements include:

·Minimum 2.8 GPA (3.0 GPA for consideration most internships)

·Career interest in business, banking, manufacturing, engineering, computers and information sciences, retail store management, sales, health or marketing etc. All majors welcome to apply!

·Graduation date of December 2014 or later (2 or more summers left before graduating) except for opportunities with Target Retail Management where students with one summer remaining (December 2013 graduation) can apply.

Apply now for the BEST OPPORTUNITIES

(if you do not meet the pre qualifications, please pass on to other students who might)

Ice
Skating Bus Trip

(seb)

Saturday, February
16, 2013

Bus departs The
Commons Circle @ 7:00pm

All Guests = $10

Ticket #: SOLD OUT!

Philly
Bus Trip

(seb)

Saturday, February
23, 2013

Bus departs The
Commons Circle @ 9:00am

All Guests = $20

Ticket #: 24 of 50

Kenan
Thompson Comedy Show

(seb)

Sunday, February
24, 2013

7:00pm

Retriever Activity
Center (RAC)

All Guests = $12

Ticket #: 1318 of
2700

New
York City Bus Trip

(seb)

Saturday, March 2,
2013

Bus departs The
Commons Circle @ 8:00am

All Guests = $30

Ticket #: 25 of 103

OZ Midnight Premiere

(seb)

Thursday, March 7,
2013

Bus departs The
Commons Circle @ 11:00pm

All Guests = $5

Ticket #: 3 of 260

Medieval Times Bus Trip

(seb)

Saturday, March 9,
2013

Bus departs The
Commons Circle @ 6:00pm

All Guests = $35

Ticket #: 5 of 49

These 7 tips will help you transform your most difficult clients into big marketing victories.

Watch out! Here comes Gladys. Or maybe it's Tim, Nelly, or Nigel. Whatever the name, this client is cranky and snappish, making even the most skilled professionals run for cover. Is it possible to convert this cantankerous customer into a fan?

Success coach and international speaker Marilyn Suttle offers a resounding yes.

In her best-selling book, Who's Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan, Suttle recognizes that most any business has their Gladys, and it can be a huge challenge, but there is hope. "When you practice emotion management and grow your creative problem-solving abilities, magic happens," says Suttle.

Here are Suttle's seven tips to turn tough customers into devoted fans who spread good news about your company. To learn more about creating world-class customer service, tune in to my interview with Suttle on Million Dollar Mindset radio.

1. Thank your customer for complaining, and mean it.

The most calming phrase you can say to a complaining client is, "Thank you for telling me." A genuine thank-you can be disarming. Be thankful that your customer is willing to tell you what most won't. It's a gift that may offer you insight into problems that other customers aren't willing to share. Eighty-nine percent of unhappy customers will simply take their business elsewhere without telling you why. Instead, they tell everyone else: their families, friends, and everyone in their social-media networks. When they do tell you, follow up your gratitude with, "I'm so sorry. Please tell me more."

2. Soothe yourself when customers rant.

When you're on the receiving end of a Gladys attack and your customer is angry and venting, do you bristle inside? Feel annoyed and defensive? What can you do? Soothe yourself. Tell yourself, "Venting is good. I choose to be calm and capable of creating a safe space for my customer to feel heard." Jumping in with a solution before a customer has fully expressed herself only makes things worse. Not until the negative feelings come out can good feelings flow in. (Much like turning on the shower--the icy-cold water comes out first before that warm water flows.)

3. Take the high road.

The customer isn't always right--but their perception of that matters. Managing perceptions is a necessary part of long-term success. Resist the urge to point fingers, pass blame, or make excuses. Instead, take ownership of the situation and restore trust. Remind yourself that you don't have to prove someone wrong to set things right. Before saying anything, ask yourself, "Is what I'm about to say truthful, useful, kind, and unifying?" If not, don't say it.

4. Get comfortable with conflict.

No one wakes up in the morning thinking, "I'm so glad I get to have a tough conversation with my client today." Conflict is uncomfortable. Even so, disruption is sometimes necessary for better results, deeper understanding, and stronger relationships to emerge. Avoiding a conflict doesn't make problems go away. You may get a temporary retreat from a client's displeasure by avoiding an angry phone message or email, but the longer you put it off, the harder it is to recover. It's a proven fact that when conflict is resolved well, a customer can become an even more devoted fan than they would have if there was never a problem in the first place. Managing conflict well builds trust and loyalty.

5. Pivot toward thoughts that inspire excellence.

How you think about your customers influences how you respond to them. It's so easy to slip into unhelpful thinking like, "My customer makes me want to pull out my hair and run screaming from the room!" When you notice it, reach for a more resourceful thought like, "My customer's persnickety personality gives me an opportunity to use my skills to win them over." This belief activates all your inner resources and puts you in a calmer, more inspired state of mind. Put pressure on coal and you get diamonds. That's good pressure. When a customer puts pressure on you, see it as a good way for you to grow your abilities.

6. Look for the positive qualities in your client's negative behavior.

Depending on your view, you can describe a customer as being "loud and demanding" or "excited and tenacious." When you look for the positive qualities in your challenging customer, you increase your ability to connect. Begin noticing the positive qualities and your clients will start responding to you differently. Consider "rude" as "willing to say what's on her mind." View "wishy-washy" as "someone who likes to weigh options."

7. Be prepared for service recovery.

When it comes to doing business, it's not a matter of if something will go wrong, it's a matter of when. Don't be surprised when it happens; be prepared. Ask, "How can I set things right and make you happy?" Often customers ask for a lot less than you might think, because what they really want to know is that you care. Go above and beyond to take care of them when things go wrong and you'll gain their loyalty.