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The other week, I went for a meal with a friend. The food was lovely, the staff and environment welcoming and friendly and company, fabulous. A couple of days later I was thinking about that evening and I wondered why I had not felt the need to write some positive feedback on google, or similar. The answer was because I felt that I and my dining companion, had expressed our pleasure both in word and deed (the plates were clean!). Thus, the relationship between diners and restaurant staff had been overwhelmingly positive and this had been expressed by both.
However, wherever we go nowadays, we are regularly confronted by requests for feedback; “how is my driving?”, “did you enjoy your meal?” “would you recommend our services to others”? Often these questions are accompanied by Likert scales, so we can record our opinion on almost everything. Sometimes we might take some time to consider the options, other times we might just tick random boxes, more usually (if I’m anything to go by) I just don’t engage with such requests. Despite their often-jolly appearance, these questions are not harmless, they have an impact, most usually to measure individuals’ performances.
Whether we engage with such requests or not, we do not question whether we are well-placed to judge. So, for instance, as a driver of probably one of the smallest cars on the market (that’s me!), I’m expected to be able to mark the driver of a lorry. Or someone, who has the cooking know-how of a small child (I speak for myself again!) is expected to form an opinion on a dish prepared by a trained chef, these questions are hardly fair. More importantly, my answers are meaningless; whilst I might respond “the lorry appeared to take the corner a bit wide”, I have neither knowledge or understanding of the turning circle of a 32-tonne lorry. Similarly, my thoughts about the heat of a Bangladeshi biryani or the sweetness of a mille-feuille is neither here nor there. Given I can neither drive a lorry nor cook these wonderful dishes, who am I to voice an opinion?
Of course, there are times when it is necessary to voice an opinion, the lorry driver is behaving in a dangerous manner liable to cause an accident, or the restaurant is serving rancid or rotten food; both scenarios likely to involve serious harm. However, these concerns would need to be raised immediately, either by alerting the police (in the case of the lorry) or the management of the restaurant. In the case of the latter, you may also feel it necessary to contact environmental health if you felt that your complaint had not been addressed or you had concerns about the hygiene of the restaurant in general. However, these types of problems are largely outside the feedback requested.
In many of the scenarios/environments we are asked to comment on, we are in a relationship with the other party. Take the restaurant; if I am friendly and polite to the staff, I can expect a reciprocal relationship. If I am rude and aggressive, is it any wonder staff behave in a different way. They are constrained by their professions to focus on customer service, but this should not lay them open to abuse. Whilst the old adage “the customer is always right” might be an excellent baseline, it is not possible for this always to be the case. As someone who has spent a previous lifetime working in retail, sometimes the customer can be obtuse, rude or even downright, ignorant and abusive. Adherence to such an adage, at all costs, can only open the way for abuse.
But what about those feedback forms? On a bad day, in a rash moment, or because I’m bored, I decide to complete one of these forms. The waiter kept me waiting, the food was too spicy, I didn’t like the feedback I was given on my job application, my essay was critiqued, my teeth haven’t been flossed regularly, I didn’t like the book recommended to me by the librarian or the book seller, I can’t believe my line manager has turned down my application for annual leave. I can easily demonstrate my unhappiness with the situation with a few judiciously placed ticks, circles or smiley/sad faces. Can I say the waiter, the chef, the HR professional, the lecturer, the dentist, the librarian, the book seller and my line manager are performing poorly? Can I say they are unprofessional, unprepared, untrained, lacking in knowledge or skills or just plain wrong? And if I do, is that fair or just? Furthermore, am I happy to be subject to the same judgement from people who do not share my experiences; professional or otherwise? Remember too much of this bad feedback, however flippant and lacking in evidence it may be, may lead to disciplinary action, including dismissal.
There is an oft-cited, albeit crude, truth: “Opinions are like arseholes; everyone has one”! Ultimately, whether we choose to share (either) in public is up to us! Think carefully before ticking those boxes and encourage others to do the same. Who knows, someone may well be ticking boxes about you!
As we go through another welcome week it becomes quite apparent in conversations with new students that their motivation for coming to University and joining a course is not singular. Of course there are some very clear objectives that are shared across like the interest for the subject and the employability afterwards for underlying those there are so many different personal motivations and aspirations attached.
In the eyes of our new cohort, I can see a variety of responses, the eagerness to learn the joy of studying, the expectation of belonging and the anticipation of ordering their lives across the University life, just to name but a few.
In conversation, I see these attributes in a different light. “I want to belong but I am shy”, “I wish to learn but I am worried about learning” “I want to engage but I am concern with my writing”. This is the soft underbelly of becoming a student; because in education our own insecurities are playing up. These little devils, who rest on the back of the head of many people who doubt themselves and worry them.
One of the greatest fears I hear and see been rehearsed before me is that of intellectual ability. This is one of those issues that becomes a significant barrier to many people’s fear when joining a University course. Of course the intellectual level of study is high. There are expectations of the degree of knowledge a student will build on and the way they will be able to utilise that level of knowledge. After all a University is an institution of High Learning. The place where disciplines are explored in totality and subjects are taught holistically. Nevertheless the University is not the end of one’s education but rather the door to a new dimension of learning.
For myself and many of my colleagues what makes this process incredibly exciting is to see those eyes of the new students across the years brighten up, as they “get it” as the penny drops and they connect different parts of knowledge together. Once people reach that part of their educational journey realise that coming to University was not simply an means to an end but something beyond that; the joy of lifelong learning.
As this is a early session, I shall address the intellectual fear. The greatest skills that any student need to bring with them in class is patience and passion. Passion for the subject; this is so important because it will sustain during the long cold winter days when not feeling 100%. Patience is equally important; to complete the course, needs plenty of hours out of class and a level of concentration that allows the mind to focus. Any successful student can testify to the long hours required to be in the library or at home going over the material and making sense of some challenging material. This ultimately unravels the last of the requirements, that of perseverance. It is through trial and error, rising up to a challenge that each student thrives.
So for those who joined us this year, welcome. The door to an exciting new world is here, to those returning, we shall pick up from where we left off and those who completed, hopefully University has now opened your eyes to a new world.
Whilst sitting at my desk at work recently I realised just how much I took away with me in my toolbox from my time studying Criminology. I wanted this blog to be about exactly how this discipline has helped me in my personal and working life and the transferable skills I acquired without even realising I was using them.
In 2011 I came to University an 18 year old with a very closed and one sided mind set and this is something I will openly admit to! A memory that I feel will stick with me forever is from a Crime and Society seminar in the first year with @manosdaskalou. I remember openly saying to him that I felt prisoners should not be allowed to have televisions whilst in prison and that they were there to do their sentence and not watch this week’s Hollyoaks (@manosdaskalou you may remember that sour faced girl sat in front of you, although the sour face is still very much there!). I am sure those of you reading will be cursing BUT my self-righteous opinions did change and the more I attended various lectures and seminars, the more I became open to listening to and respecting the opinions of my peers and became further educated about the impact rehabilitation and second chances have on lives.
In my second year I volunteered for an organisation focusing primarily on helping individuals who had been in the Criminal Justice System with gaining employment and education. As soon as I walked through those doors I saw first-hand the positive impact this organisation had on the lives of those using the service.
I had an opportunity to assist on a healthy living course for individuals recovering from drug and alcohol addictions. Some of those attending the course had never taken an exam before or even been in an educational setting and others struggled with reading. I quickly realised the privileged position I was in to be able to even be at University and do things I feel we all take for granted sometimes such as reading. I also provided some advice to a young female who completely freaked out at the idea of taking a multiple choice test. I gave her some tips before that I had acquired from my own experiences. She was so very thankful to me and I will always remember her.
In terms of the other skills I now have in my toolbox, the thought of standing up and presenting in front of my peers at University terrified me, however in doing that I can now confidently stand up in front of my colleagues and bosses to present information and contribute in meetings. I can also provide evidence in court thanks to learning about the criminal process.
Having the opportunity to debate certain issues within the criminological world and society has taught me to have a voice and provide my point in a professional manner whilst listening to others. From the assignments set, to working within a timetable, it has all enabled me to build upon my time management and organisational skills. Working to tight deadlines also does not daunt me especially when I now have work to them daily.
I think we can all be truthful here and say we did groan a little bit when we were given extra reading to do at home and to critically analyse various pieces of text for the next seminar (heaven forbid!). However, being able to analyse a piece of text is a skill I use every day in my job with Northamptonshire Police especially when building court files and reading the fibs and fairy tales that some of our customers can provide. Criminology taught me to be critical of everything around me, take on board criticism and ask questions. I now ensure I stick my head above the parapet and often put the police officers in their place, as they do need it sometimes!
On the whole, I am thankful for the transferable skills I acquired from studying Criminology despite using them daily and not realising until my desk epiphany! I graduated in 2014 with a toolbox of skills ready for the big wide world and I will cherish them always. Who knows, it may even help me with becoming a parent in November!