I read some of the suggestion and like the idea of the mirror; I would probably feel silly doing that, but that would relax me. I'll also try to be more aware of it and try to bring out a softer tone to my voice.
Arilton,
Excellent awareness. What are some ways that you believe you can convey your happiness for the student and assist them in making the right decision without coming off as "too serious"?
Shannon Gormley
Arilton,
Thanks for sharing. It sounds like having the ability to see yourself on the phone may be just what you need need to help your phone communications. What are some other ways that you think you can improve your communication on the phone?
Dr. Jean Norris
I would work on my telephone skills, since I tend to be too serious when speaking on the phone. I want the person to fell that I am happy to help with any question and be able to assist them to make the right decision when they are coming to us for their specific needs on our area of education.
The idea of the mirror to see myself is a good one. I tend to be serious on the phone and that would help to loosen up. That's one of the reasons I like face to face communication the best; I believe I can be funny, more relaxed and convey my message better.
Wade,
Excellent awareness. Non-verbal cues can offer a great deal of information about what's going on with your prospective students. Having the awareness to look to see if the message and non-verbal cues are matching can be a powerful tool in improving your communication. What might you listen for on the telephone as far as non-verbal cues go?
Dr. Jean Norris
I forgot how powerful the nonverbal aspects of communication are. I will be more mindful of how I present myself during face to face communication. I believe myself to be an effective communicator but will take steps to insure that my verbal and nonverbal are not contradictory.
brenda,
Excellent point. I like the analogy of the phone call being like "The Voice". The phone call gives you the opportunity to truly listen to what your prospective student is telling you about their specific needs. Not only is it important to ensure you've got the message right, but you also want to listen for some of the non-verbal cues (such as their tone, beliefs, surrounding environment, etc.). Picking up on these cues demonstrates that you are listening and that the student is important to you.
Dr. Jean Norris
Thomas,
Excellent insight. It looks like you want to set up a framework for each visit with the student as a way to set expectations and build rapport. By doing so, you take the pressure off of yourself and allow the opportunity to really listen to what your student has to tell you. Best of luck as you start to implement this idea with your prospective students.
Shannon Gormley
The beauty of the phone is you have no idea what the person looks like, and you're able to create visuals and images through your tone and energy level. The caller is waiting on you to deliver a message about your school and program. Be short and brief, but leave them with something mentally and emotionally that the can remember you by. You have the phone, now it's time to empower the caller. He or she does not have to be enthusiastic, when speaking with you. You must be enthusiastic and engaging to them. You have no idea, how many people I've spoken with, and after my brief but precise engaging conversation, thay said they couldn't wait to meet me, and they were glad that they called. Being able to relate to the caller is very important, because that's where the rapport and the foundation of the relationship starts. It's like the "THE VOICE" on T V, all they hear is the songs that comes from the vocalist, and when they turn their chairs around, the contestant's in most cases don't look any thing like they sound. The contestants like that, because their not judged on anything but their ability to sing which is their gift. Their not being pre-judged. When your caller calls, you have the opportunity to take them to another level that in most cases, their afraid to go to because of fear or rejection or failure. It's our responsibility to motivate and inspire the caller or the person you're interviewing.
I think I will start by mapping out a guideline for each meeting. I don't want to get to specific with the guideline, just general ideas. I am affraid if I do get to specific, then I will find myself just looking for answers instead of actually listening.
Great awareness, Thomas. Knowing the areas that you want to improve in your interactions is a great place to start. What do you think you will do to improve this area of your communication skills?
Shannon Gormley
I believe that the main area of communication I should work on is Face to Face. I am guilty of being overconfident, which leads to me being unprepaired and constantly getting off task.
Kelly,
Great place to start and easy too! It's amazing how a smile can really shine through in your telephone conversations and help to establish a connection and level of comfort for your student. Let us know how it impacts your telephone communications!
Dr. Jean Norris
I really like the suggestion that a previous poster had written about smiling while on the phone. I think that is a great idea to get someone like me who is completely comfortable with face to face interaction to use the same techniques on the phone.
Kelly,
Great insights! Being able to see the cues from body language and facial expressions is helpful when trying to adapt your communication style. What do you think are some of the things that you use in your face to face interactions that might help you improve your ability to adapt during telephone communication?
Dr. Jean Norris
I will work on Telephone communication. I definitely feel stronger with face to face interaction with seeing their body language and demeanor and am able to adapt and act accordingly for situation.
Emily,
Communicating via the phone can be challenging at times. It sounds like you do your best to listen for cues in tone when on the phone with students. This is a great place to start matching the student to connect with them. Other opportunities might be in the pace of your conversation, the language you use (casual versus formal) as well as your word selection. Using words that are similar to your students is another way to connect with them. What are some additional ideas that you have for improving your communication on the phone?
Shannon Gormley
I feel that I need work on my phone communication most. It can be difficult to adjust tone and words used to fit each individual student. Often students respond or don't respond because of the tone used by the individual they are speaking with. As mentioned in the lesson, phone communication relies heavily on tone because body language is not available.
Excellent awareness, Maydelin. Allowing silence in any conversation can feel uncomfortable at times. Silence allows your students the opportunity to process what you're saying and determine how they want to respond. How do you plan on getting more comfortable with allowing silence in your interactions with students?
Shannon Gormley
