GETTING BACK IN THE RING: BUILDING RESILIENCY IN FINANCIAL AID PROFESSIONALS

PASFAAHARRISBURG, PAOCTOBER 30, 2012

Helen Nunn

Director of Financial Aid

Susquehanna University

Bonnie Lee Behm

Director of Financial Assistance

Villanova University

OVERVIEW A few words from the Experts:

Keeping Good People: Strategies for Solving the Dilemma of the Decade

Zapp! The Lightning of Empowerment

Applying these principles to the real worldHiring the right peopleCommunicationMentoringStaff expectationsCreating positive condition for staff to re-energize

KEEPING GOOD PEOPLE: STRATEGIES FOR SOLVING THE DILEMMA OF THE DECADE

The Value of Good People Set the pace Motivate others Reliable, persistent Bring expertise Supervisors of Good People are the critical link

between the mission and the execution So, hire the right people and learn how to keep

them!

ZAPP!Zapp!The Giving of Power

SappTheTaking of Power

ZAPP!

Your job belongs to the company

You are just doing whatever you are told

Your job doesn’t really matter

You don’t know how well you’re doing

You always have to keep your mouth shut

Your job is something different from who you are

You have little or no control over your work

Your job belongs to you

Your are responsible

Your job counts for something

You know where you stand

You have some say in how things are done

Your job is a part of who you are

You have some control over your work

When you are Sapped you feel like…

When you are Zapped you feel like…

ZAPP! not SAPP

PERSONALITY TRAITS OF THE HAPPY FINANCIAL AID STAFF…

Some they bring with them, others they learn Work independently and as part of the team Communicate effectively Can manage change Like the variety of the work Like learning Like teaching Can defuse or channel stressful situations Don’t take it personally

HIRING THE RIGHT PEOPLE

Look for people with enthusiasm for the work

Look for skills that aren’t already part of the team so you can build a stronger team with new skill sets

They can learn, right?

Involve staff in the hiring process Important to them to want the new person on

their team

COMMUNICATION

Employees should be able to say ‘YES’ to these questions… Do I know what is expected of me? Do I have the materials and equipment I need? Do I have the opportunity to do what I do best? In the past 7 days, have I received recognition or

praise for my work? Does my supervisor, or someone at work, care

about me as a person? Is there someone who encourages my

development?

MENTORING

Be a mentor yourself or help staff connect with another mentor (in or outside of your organization)

TeachShareExplainEncourage

STAFF EXPECTATIONS

Understanding the institution’s mission and where they fit in the “bigger picture”

Autonomy Trust Attention Feeling good about what they do and

that it makes a difference Opportunities for advancement, better

pay, benefits, professional development

CREATE CONDITIONS FOR STAFF TO RE-ENERGIZE

Professional Development

Membership on Committees

Growth/Promotion Opportunities

Create Open Climate

CREATE CONDITIONS FOR STAFF TO RE-ENERGIZE

Use technology to make things work better

Look at the work day / office differently

Celebrate success – Have fun!

REFERENCES

Collins, Jim (2001). Good to Great, Why Some Companies Make the Leap…and Others Don’t, New York, NY: HarperCollins Publishers, Inc.

Herman, Roger E. (1997). Keeping Good People, Strategies for Solving the Dilemma of the Decade, Summerville, NC: Oakhill Press.

Osland, Joyce S., Kolb, David A., Rubin, Irwin M. Turner, Marlene E. (2007). Organizational Behavior, An Experiential Approach, Upper Saddle River, NJ: Pearson Press.

William C. Byham, Ph.D.(1989) Zapp! The Lightning of Empowerment, Pittsburgh, PA: Development Dimensions International Press.