Incorrect Admissions Information.
I have experienced that whether you speak directly or indirectly with a prospective student, that the best way to make any corrections on information that was subsequently given out to them, is to do it in writing. This way, you have a paper trail of the corrective measure that was taken to ensure that the prospective student was accurately informed.
Eric ,
It shows that you are honest and that you care. Being open about having the conversation and correcting information is very important in that relationship.
Patty Aronoff
In my day to day interactions with potential and existing students, i prefer to first speak with students, even when wrong information was given i think its important to have a conversation to apologize and reiterate the "right" information. I always follow up on these conversations with a recap of the information and document all interactions appropriately for future reference.
Shannon,
Consistency is key. When we all give the same answer, than that reiterates the strength of our institution and our knowledge of our policies.
Patty Aronoff
I experience this in our admissions department all the time. Many times I have prospective student who will call multiple times hoping to get someone else on the phone who will give them a different answer. Luckily, our requirements are well known throughout the admissions department and everyone gives the same answer each time.
Jeanette,
This is where we as admissions staff need to redirect the conversation. They need to be honest about what their hopes and dreams are and even state things they are concerned about. Open communication is key.
Patty Aronoff
I have found that prospective students are anxious to tell you what you want to hear so that they will be admitted to the program. We interview every qualified candidate and try to impart the requirements and expectations and outcomes of the programs. We do this by asking the candidates questions and providing a time for them to ask us questions. Both the school and the student are stakeholders in a successful outcome. Still I find that students may have selective listening. It is sometimes very frustrating.
Brashel,
Very true! Sometimes it's too much information and they need time to digest.
Patty Aronoff
When meeting with my student I make sure that they print their disclosures, applications, documents, so they can refer back to them for review. I agree it's very important the students are provided with data in writing to review because even though we do an excellent job of imparting this information many times they forget or may have selective hearing.
Michael,
Facts that can be substantiated. Providing resources and data at the same time is a best practicce. We want them to be able to verify.
Patty Aronoff
I agree as well. It is extremely important to share only facts with students right from the beginning. If I ever am approached with a question I can't answer, I never guess or speculate. I either let the student know I will follow up with them after I gather accurate information or lead them to our university web site to gather the information the student is looking for.
MONIQUE ,
Very good advice. I would hope this is not a common occurance.
Patty Aronoff
Monique, I totally agree with you. It is best to have in writing for prospect to see all the information the school has to offer.
