My preferred method of communication is face to face, I am able to see the body language of the person across me, and how to approach the potential student.
method of communication that I need to work on, is email, or writing. I tend to write an email as if I am talking to that person, so it could be too wordy.
JP, Great awareness. What else can you do to help improve upon your phone skills?
Dr. Jean Norris
I am best at written - I take my time to think about the 'audience' and the most important points I wish to make, how to make them (how they will be heard by the audience), and how the message might go astray or be misinterpreted. My weakest is telephone. I am jotting my key points down now on a sticky note to keep beside the phone to make certain I stay on track, and that the points are clearly made.
Tania, Great insight. What will you do to work on your communication skills over the telephone?
Elizabeth Wheeler
Morgan, Email can be tricky that way. In order to meet the student where they are (if they prefer email) what can you do to make sure your emails are clearly understood?
Elizabeth Wheeler
Hello. My preferred method of communication is face to face. I am more personable on a one on one. I do feel like I need to work on my communications skills over the telephone.
I have never had someone tell that they prefer email over a phone call. I guess because I'm first making voice contact with them and then letting them know that I will be following up with an email, it satisfies both of our preferences. I also find that this helps to eliminate the back and forth, and knee-jerk reactions that can be caused by email communications.
I prefer to communicate face to face or on the phone. Email makes it difficult to truly understand the tone/message that the end user is trying to get across. This can cause one party to take a statement the wrong way or miss-understand.
Shawn, Interesting! I'm curious, what if the student prefers email? Do you still use your preference? Also, how can you improve on your email communication to meet the student's preference?
Elizabeth Wheeler
I agree! I usually have points written down so I remember everything I wanted to say, but sometimes a script be death! I strongly feel that anyone who is going to represent your organization should have all the knowledge learned before communicating with students. At the least, they need to be strong enough to develop trust to let the person they are speaking with know that they do not know that answer, but they will make it a priority to find the answer and get back to them right away. Nothing worse than giving the wrong information and have to retract it. It does not instill confidence in your student.
When I worked in telesales, we used to have a mirror on the desk so we could be aware of our face at all times. :) just a helpful hint! :)
I find that I'm am stronger face-to-face. However, I tend to avoid email and prefer to pick up the phone. It helps me to establish the relationship, tone, and purpose of my objective, since email is always read with a negative tone (no matter how you write it). I usually follow-up with an email to reiterate the phone conversation, and then use that as a means to provide further clarity on specific topics.
Janet, Excellent. Thank you for posting in the forum!
Elizabeth Wheeler
You are welcome sir.
And you are right. Most adult students have talked to many admissions reps, so "Scripts" sound like scripts.
I gain more about the student like their needs, concerns about coming to college, career plans, what they are looking for in a college.
Any information I can gain prior to them making the trip to campus is helpful, but also, if my school isn't the right choice then I can let them know that up front.
For example:
-if a student is looking for a program we do not offer
-is looking for a residential living style
-has a particular class style we do not offer
This way, the student feels I am listening to their needs and will not just "blindly" have them come in if my school clearly cannot offer what they need.
I try to get to know the student, not use typical admissions talking points because I feel people catch on to a "scripted appointment set". If you really get to know a little about someone and tell them you remember they said.........something, they know you were listening to them.
Thank you Janet!
Since April we have a call centre in charge of booking appointments. This has been a big help since that IS their raison d'être. My role covers so many areas that I had to divide my time which resulted in less attention on booking appointments. Occasionally I get direct calls to book and I am doing well at. This is because the call centre fields the majority of inquiries giving me more time on the ones I receive directly.
Duane, Great insights! Empathy is always recommended, great job. What can you do to improve booking appointments?
Elizabeth Wheeler
Janet, Thank you for posting. It's interesting to hear your thoughts on speaking to the person on the phone before they come in. What kind of information is gathered during this conversation?
Elizabeth Wheeler
I have found that having a good phone conversation with a student before they come to campus to visit is the best way to make the student feel at ease as well. This way, you have started to develop a rapport with them that they remember when they come in and it immediately helps set the tone for the campus visit especially if the student feels awkward about themselves due to a physical feature.
