Having good people skills allows a person the opportunity to build rapport and a find a common interest with the other person. Once that occurs, there is a level of trust that may result in more accepted invitations. How do you utilize your people skills to build rapport?
Dr. Jean Norris
I believe that there is not one definite crucial element but instead a combination of the four elements that make an effective admissions professional. I'd rather have a person who is an all around good admissions professional as appossed to someone who has a strong point in one of the elements.
People skills become very crucial when trying to employ people to your institution or getting to sell your product. A person with people skills is able to lure people in and invite them to the product you are trying to sell.
Product knowledge is very important and combined with the other three elements helps to define a great admissions professional. I like where you're going with targeting the information for the specific audience. When we can customize our approach we have the potential to reach more people. How do you determine what information you want to present?
Dr. Jean Norris
product knowledge is the most important elements for success the reason for this answer is i believe to reach an audience an individual must be able to understand the product. to have great understanding of the message in other to reach the audience. Last but not least who are we trying to target. Not all information is design for everyone.
Eduardo A. ,
;) Perception can be a dangerous thing! Continued success to you Eduardo!
Dr. Jean Norris
Perfect sense Dr. Norris, and I agree! Without these skills prospective students might not be able to identify with us and our institution and in consequent we can therefore seem unapproachable, unfriendly, uninviting, or that we simply don’t care.
Eduardo A. ,
Very well articulated! You are correct that these 4 key competencies are essential and as admission professionals we must be at 100% within each of these. What we are suggesting, however, is most of the "weight" in terms of skills has been placed on selling skills and product knowledge in the past. The assumption was people were born with people skills and attitude and we have found these areas to not only be more important to prospective students, but also areas that we can develop skills further. Make sense?
Dr. Jean Norris
It’s a bit tricky because they can all be equally as important. You absolutely MUST possess full knowledge of your product. In our case, our school, who we are, what we offer, how we offer it, etc… I do however consider attitude to be just as significant. If you do not have a positive attitude regarding your organization, job, responsibilities etc, then how can you transmit that to any prospective student? A bad attitude can hinder in a significant way and make prospective students walk away. People skills, I think can tie into attitude. If you have a positive disposition and approach you will be more patient and be more open to listening, responding and meeting not just the requirements of being a great admissions rep, but most importantly the student’s needs. Last but not least, sales skills. In my opinion these are skills that are needed and are applicable in every field and aspect of life. You’re always selling something, and it is imperative that you posses all of the above so that you may sell whatever that product is in the best way possible. If we can strive to work on mastering these skills, among other additional abilities, and remember to be honest and ethical even when selling our product; then I feel that our schools would serve the community in a much better way.
You bring up an excellent point Huichi. The ability to translate your product knowledge into benefits for the other person is extremely important. All of the elements are extremely important and admissions professionals need to be skilled in all four. How can having a great attitude enhance the product knowledge an individual may have?
Dr. Jean Norris
In my opinion, product knowledge is the most critical element to the admission professional, and in practically every profession. If you know about what you're selling, you can explain it better to the prospective customer and maybe even show them how it will benefit their needs.
Trust is important and both people skills and product knowledge contribute to building trust. How do you think attitude contributes?
Dr. Jean Norris
Of the four elements, I believe that people skills and product knowledge are most critical. Those two elements are the most critical when gaining trust with people which helps when serving students
It's true, attitude and energy are both very important in the role of admissions and requires a conscious effort by the admissions professional. What can the admissions team do to improve attitude and energy at your campus/school?
Dr. Jean Norris
I believe is attitude. Not every admission professional have the right energy that the prospective student is looking for. In other words is critical because you cannot teach attitude.
I agree Tiffany, it's very important that we use our people skills to best understand our students and to partner with them as they make the right decision for their future. How important do you think attitude is in this equation?
Dr. Jean Norris
People skills, its vital that we make our students feel at ease discussing their goals and objectives. People skills help to walk the student down the path of discovery, and what is going to work best for them in an educational institution. It's important that we get to know our students and guide them along the path to making the right decision on an institution and a future career.
Yes, I do believe that we can change our attitude and the way we approach people and life.
Renee ,
Hmmm....yes it is hard but isn't self-awareness part of building attitude? Can't we develop this further?
Dr. Jean Norris
I believe that attitude is the hardest to teach. You must have the personality to be friendly, caring and meet each day with a smile. Other skills can be taught but attitude comes from within.
