Tag Archives: Jessie McClusky-Gilbert

Nursing Conference: Continuing the Legacy of Sister Julia

[This post was written by Richard Francis, Regional Director for Clinical Education at Presence Covenant Medical Center.]

What if I told you Parkland’s Nursing program had Catholic roots? 

Sister Julia 2
Sister Moriarty (News-Gazette photo.)

Sister Julia Moriarty started Parkland’s nursing program in a joint venture between Parkland College and Presence Covenant Medical Center (then known as Mercy Hospital). Sister Julia was a remarkable and accomplished woman, who was first and foremost a servant to others. A member of the Servants of the Holy Heart of Mary, Sister Julia first came to Champaign-Urbana in 1942 to finish her nursing training and serve at the local Catholic hospital. She stayed for close to 50 years.

In the late 1960s, Parkland approached Sister Julia about starting a nursing program at the college. Although at the time, Mercy had its own hospital-based nursing program, Sister Julia saw the college program as a way to positively impact not just one hospital, but the community as a whole and nursing as a profession. Sister Julia spent five years living in the convent with the other sisters at the hospital while working with Parkland to establish their nursing program. Colleagues who taught with Sister Julia typically remark that she was well beyond everyone else in her thinking and vision for what nursing should be, and how nursing can positively impact the whole community. She was loved and respected by colleagues, co-workers, and patients. Her kind and warm spirit touched all who knew her.

In the spirit and example of Sister Julia, Parkland College and Presence Covenant are co-sponsoring a nursing conference with a local scope and flavor, The Spirit of Nursing Conference: Emerging Topics in Nursing.  Topics at this conference and future conferences will be kept global to appeal to all types of nurses, not just specific disciplines. Topics at the May 20 conference will include: The Changing Landscape of Healthcare, End of Life Decisions, Generations in the Workplace, and Life Skills for the Nurse.

The conference will begin with a light breakfast at 8:30 a.m. Presentations begin at 9 a.m. and the conference will end at 3 p.m. Lunch will be provided.  Continuing education units (CEUs) available through the conference: 4.

The conference fee is $49, with proceeds supporting the Sister Julia Scholarship Fund at Parkland College.  Advanced registration is required due to limited seating.

To register, or for more information, please click here or call 217/351-2235.

 

Words that Work

Today’s guest writer is Mary Shores, president and CEO of Midstate Collection Solutions, Inc. based in Champaign and creator of the “Words that Work” principle of customer service.

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If you think your customer-service scenarios are bad, let me tell you about mine: I own and operate a collection agency! Any situation involving stressed-out people and their money can be a nightmare, but once you add in the stereotypes and the fact that collections is one of the most reviled industries in the world, you’ve got a recipe for disastrous outcomes. Let’s face it, people hate us more than they hate going to the dentist!

What I have found, however, is that a collection agency is the perfect testing ground for refining customer-service skills. “Words that Work” is a customer-service philosophy I developed in the lab of my own company and have used with success. So, if I can make these customers happy and obtain positive results in my industry, think of what Words that Work can do for you! (After all, do you want a soldier who has only experienced boot camp or one who has been battle-tested?)

Consider this: A happy customer is a walking billboard for your company. Take Harley Davidson as an example. They call their customers “disciples” for a reason. Harley Davidson customers wear their logo, put it on their other vehicles, even tattoo it on their bodies. Heck, I know people who do this who don’t even own a Harley! I want to help you get on the path to creating your own disciples.

Words that Work:

  • Improves customer service outcomes.
  • Effectively diffuses angry or upset customers.
  • Builds trust and rapport.
  • Empowers your staff.
  • Creates consistency.

My philosophy features a three-step manifesto:

  1. Stop Staying Negative Words
    Negative words like “no”, “can’t”, and “unfortunately” reinforce a negative outcome for customers and incite them to do battle with your company. I will teach you what words to stop saying and why they can impact a customer so strongly.
  1. Start Using Words that Work
    Using language that supports the solution rather than the problem is the way to greatly improve the outcomes for your customers and your company. I will teach you what words to use, how to respond in different situations, and how to build consistent results.
  1. Always Say What You Can Do, Not What You Can’t Do
    Build trust and confidence while you create effective solutions for your customers.

Starting in January 2016 at Parkland College Business Training, I will teach you how to never say no and how to create solutions and have them in place to readily resolve customer-service issues. To hold your seat for my session, register here now!

***Words that Work has transformed my business and has changed my life and the lives of my employees and workshop attendees. When I saw the need for this kind of teaching and its applications, not only in business but in personal life, I wanted to reach as many people as possible. I started writing the book Words that Work this year, and it will be published through Hay House Publishing in 2017. If you’d like to follow my progress and receive my monthly newsletter packed with coaching exercises, sign up at www.MaryShores.com.***

 

Food Service Sanitation Training Q&A

Business Training receives daily phone calls about registering for the in-demand Food Service Sanitation course.  Here are some of the frequently asked questions and answers as well as important information.

  • How long is the class?
    In July 2014, the course became an 8-hour class with exam.
  • How do I re-certify?
    Effective July 1, 2014, food handlers must take an 8-hour Food Service Sanitation course and exam every five years for re-certification.
  • How much does the class cost?
    $149 + $49 for the required book and test.
  • In which languages are the exams available?
    The exam is available in English, Spanish, Simplified Chinese, Korean and Burmese.
  • How do I get my results/certificate?
    If you provided a valid email address on your answer sheet, you’ll receive an email notice when your results are available. Click the link in the email to view your results, complete the required information to create a ServSafe.com User ID, and you can view your results. You can print your certificate by selecting the “Print My Certificate” option under the Student section of www.servsafe.com/ss/foodhandler. Parkland College Business Training will also mail you your results and certificate upon successful completion.  If you do not pass, you will also receive notification via mail.
  • Does my certificate expire?
    Yes. ServSafe Food Handler Certificates expire 3 years after the date of the Assessment was successfully passed.
  • Are their qualifications to take the course?  What will I get after the assessment?
    This course has no official prerequisite and may be completed by any individual that seeks knowledge of basic safe food handling procedures. The ServSafe Food Handler Assessment is designed to gauge the knowledge that has been delivered through the ServSafe Food Handler Course or comparable program. Individuals who receive a ServSafe Food Handler Certificate have successfully completed a Food Handler Course and have basic knowledge of the topics covered in the course.
  • When will my results be available?
    Results are typically available within two weeks after the National Restaurant Association receives the completed Exam Information Form and Answer Sheets sent from your instructor.
  • How do I take the exam if it’s not in my native language?
    If the exam is not available in your native language, you can utilize a native language-to-English dictionary during the exam.
  • When does Parkland College Business Training offer Food Service Sanitation courses?
    Click here to see our most current course offerings or call 217/351-2235.