The document discusses the goals and activities of an Office of Research Integrity and Assurance (ORIA) at a university. The ORIA was established to help the university achieve compliance with research regulations and maintain ethical standards. It aims to create a culture of compliance through providing resources and training. The ORIA also focuses on excellence in customer service using a "Sun Devil Service Standard" which emphasizes actively listening to customers, taking ownership of issues, and engaging in professional development. The document concludes by suggesting crucial conversations should identify content, pattern, and relationship issues to address in order to move forward.

1. Applications of AER
Crucial
Conversations
PRIM&R AER Conference, 2014

2. Crucial Conversations
What are
the goals?
Q1

3. Goals
Compliance
Culture
Customer Service

4. Compliance
Customer
Service
Culture
Integrated, Continual Process

5. Compliance with
federal, state,
& university
regulations
governing
research.

6. Compliance
Scope/Purview
Defined
Expectations
Robust Training

7. Scope & Purview
It’s
Exempt!

8. Defining
Expectations

9. Robust Training

10. Create a culture
through resources.
“The Office of Research Integrity and Assurance was established as a
resource for investigators and the university as a whole to achieve and
maintain ethical principles and compliance with federal, state, and university
regulations governing research (Research Integrity Webpage, 2014).”

11. Culture
Resources
Technology
Support

12. Resources

13. Technology:

14. Support

15. Excellence in Customer
Service using the Sun Devil
Service Standard.

16. Customer
Service Sun Devil Standard –
Knowing Your Customer
Tools/Metrics
Communication

17. • Actively listen, acknowledge, and respond to every inquiry.
• Take ownership and resolve each concern or problem as if it is our own.
• Demonstrate professionalism and expertise in every interaction.
• Engage in professional development to meet the expectations for service excellence.
Sun Devil Standard

18. Tools/Metrics

19. Communication

20. Crucial Conversations
1. Where do you feel stuck?
2. Identify:
– Content Issues
– Pattern Issues
– Relationship Issues
3. Which issue do you need to address, and
with whom, in order to move forward?

21. Goals
Compliance
Culture
Customer Service

22. What’s our vision?