Helping students feel comfortable
It is necessary to know what language or phrases are helpful and which need to be avoided when meeting with a prospective student the first time. Hopefully we can share experiences and catch phrases that have worked for all of us. For example " I am here to help" I hear what you are saying" or "Is this what you mean?"
Asking questions and listening to their answers can help your student feel comfortable. Listening is key, also repeating what they say, "so I understand you to say.....".
I simply love helping people and helping comes from listening... When you listen and a student knows you are sincere and genuine about their future and you care- you make them feel comfortable... Listening is EVERYTHING!
I find that conducting mini summaries during different sections will help both the prospective student and the Admissions Representative to be on the same page. I think this is interactive and allows the prospective student to have input as to what information is being communicated and collected. Hence, I like the phrase "Does that sound like we're on the same page?" after the summary or mini summary is given.
Angela,
I am a brand new member on my team and I keep worrying about saying the wrong thing, especially with complaince regulations. (I haven't been able to speak with any students yet) I think I might just be a tad bit nervious, but do you find plenty of ways of doing this without overstepping boundaries? Being careful of how I come off or say so strictly is the biggest change I'm trying to adjust to. Maybe you can explain how the process was for you when finding a balance between personal and professional?
I agree with you that "I am correct" sounds doubtful.
I like to to say, "I heard you mention earlier", and "when you said _____ earlier in our conversation, what exactly did you mean?"
We try to make the prospective student relax and carry on a conversation with them to determine their goals and areas of interest. By restating some things that the student says, hopefully shows them that we are listening and have their best interests at heart.
Language is the key to connection and using phrases which resonate with the protective student is imperative. You have to know the language of your audience.
I believe that interaction is is a key element in making the student comfortable. However it is also important to set the tone in a positive manner from the very opening of the interview. A smile and some assurance to the student by stating" I know you're probably nervous but I want you to relax cause by working together we can get through this in minimal time."
Financial Aid and all the paperwork is very important but it can be rather boring and cumbersome. Keeping the potential student engaged by asking them questions is very important.
I think a great way to keep them comfortable is to keep them engaged in the conversation. You don't want them just sitting there listening to you talk. I find the best way to get them engaged is to ask them questions that pertain to what you're talking about and also to ask them several times if they have any questions.
I have to say that I think the phrase "so lets make sure I am correct" sounds doubtful. I think it should be more along the lines of "let us go back and review the information we have so far together" would make the student feel more confident you know what you are doing. Just a suggestion from an educational psychology course I took.
I like the phrase " so let's make sure that I am correct", when revisiting information that the student has given to me within an interview. This phrase allows for student to not only feel more comfortable, but also let's them know that they are being heard, and you are following along with what is being said by the student.
