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Candi Frazier, Senior Associate Director, West Virginia University

JoAnn Ross, Director, West Virginia State University

Keys to Becoming an Effective Communicator in

Financial Aid

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What is Communication?

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According to Merriam Webster…

an act or instance of transmitting information transmitted or conveyed a verbal or written message a process by which information is exchanged between individuals through a

common system of symbols, signs, or behavior the function of pheromones in insect exchange of information personal rapport a lack of between old and young persons a system (as of telephones) for transmitting or exchanging information a system of routes for moving troops, supplies, and vehicles personnel engaged in transmitting or exchanging information a technique for expressing ideas effectively (as in speech) the technology of the transmission of information (as by print or

telecommunication)

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Communication Process

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Remember Communication is both…

Verbal – words spokenNon-verbal – voice pitch, tone, and volume, speaking style, body posture and movements, facial expression, eye contact, gestures, clothing, hair style – etc

◦93% of what people take from our conversation is non-verbal

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Example of Bad Communication

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“Moment of Truth”

You may be a persons one and only impression of your institution. First impressions do mean so much.

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Keys to Communication

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Key 1Become Educated in Your Craft

Learn daily Daily NASFAA News email NASFAA University IFAP AskRegs Dear Colleague Letters Attend conferences/training sessions Colleagues and mentors Office procedures Don’t know something – then ask

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It’s true in the Financial Aid Office too….

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Remember the more you know, the more you

can help someone else

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Key 2 -Developing Rapport

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Role Playing Exercise

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Discussion

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Key 2 -Developing Rapport Beginning the conversation….

Ask the student’s name or call them by name if you know it

Smile Make eye contact Be genuine when speaking Make small talk – How is class going? What did

you think of the game yesterday? Depending on the situation, be cheerful and have

a sense of humor Ask them “How may I assist you”? or “What can I

do for you today”?

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Key 2 -Developing Rapport -continued- During the conversation…..

Consider every situation as urgent – because to them it is

Listen to what they say and respond appropriately

Mirror what is being asked Be confident Try not to use acronyms unless you are

sure they understand them

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Key 2 -Developing Rapport -continued-

Don’t just answer the question asked, check to make sure they have everything done.

If appropriate, provide them with a “take away” – such as a buck sheet, handouts etc.

Provide details, but don’t overwhelm Realize that you can’t solve every situation, but

don’t use that as an excuse Ask for help from colleagues Develop good working relationships with

other offices

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Key 2 -Developing Rapport -continued-

Ending the conversation…. Ask them to repeat what they need to do If needed, provide details of when and how you

will follow up If you couldn’t help them, make sure that you

are providing them contact information for someone who can or making contact with that person

If they thank you, then say something like “It was my pleasure” or “Not a problem”.

Thank them for coming – yes thank them!

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On the phone

Have a standard pleasant greeting – Financial Aid Office, Good morning my name is Candi, how can I assist you today?

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Key 3 – Dealing with the Details

As early as possible in the conversation, try to get the student’s ID information

Listen attentively If you need to take notes, let them know you are

doing so. Organize your thoughts Begin assessing the situation If you need to do something for the student, try to

accomplish everything while they are with you

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Key 4 – Practices to

If you can resolve the student’s situation – DO IT – don’t delegate

Stop guessing and providing false hope Get rid of words like “You should have” and

“It’s your fault”… Purge the mindset of “Students and parents

don’t read”….because we don’t read everything either

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Key 5 – Follow through

If you can’t complete a task during the student visit, follow up with them – courtesy phone call or email

Admit if you have made a mistake and what you can do to alleviate it.

Develop your own system to remember things To-do list Appointment notes on your calendar Send yourself and email Leave messages on your phone Post-its

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Key 6 – Take Time to Access

Accessing the situation How many times did I have to explain this today? Did the student have a legitimate complaint? What can be done to keep this situation from happening again? Just because this is the way it has always been done, doesn’t make it

the best way Strive for continuous improvement Have the mindset of what can we do better to avoid this from

happening again

Broken systems and processes cause… Frequent student visits and phone calls Complaints to upper administration Angry clients

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Dealing with Angry People

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Look familiar?

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Things “you” can do

Above all things – remain professional

The only person you can control is you

You may have heard the same question 50 times, but to them it is the first time.

Realize you are just the closest target within shooting range

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Things “you” can do

Don’t take it personally - People don’t act mean for no reason You don’t know what the person experienced before walking in your office.

They may: Failed a test Broke up with a significant other Lost a loved one Got a phone call from a bill collector Got up on the wrong side of the bed Be suffering from depression or mental illness

Stay in the adult mode Maintain normal voice level Remain calm Breathe

Learn the art of “filtering”

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When to Seek

Anytime you feel like your safety is being compromised

Know your office’s emergency plan Don’t forget to document unusual

situations in a student’s file.

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Final Points to Ponder

Remember the “Moment of Truth” Value people – respect diversity Become highly adaptable Realize your role is critical Make it a goal every day to make a difference Establish and live by core values – examples: honesty, integrity

etc. Work for continuous improvement Never let anyone out work you Be results oriented Try your best to remain positive

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Questions ????