Thanks for sharing, Julie! It sounds like you work hard to demonstrate your interest and attention to your students. It's great that you take notes to remind yourself of parts of your conversation that are important to remember. You mention that this helps you to also identify underlying issues, how do you address those issues with your students?
Shannon Gormley
I am often referred to as Ms. Bubbles. I try to be very excited that they are calling and about the program we offer. I listen to what the are saying and pick up on key elements they are saying. This helps me 1. remember them when they come in by making notes (example, how is your foot feeling? I remember you said you had fallen when we last spoke. They usually give me the "you remembered that" look) 2. pick up on underlying issues they may be afraid to talk about and 3. stay on my toes.
Ernesto,
Thank you for sharing your insights. Professionalism and enthusiasm can say a great deal about you to the person on the other end of the line. Taking the time to truly hear what the student needs or wants and being genuine in your interest will help to take your relationship to a whole new level with your students.
Shannon Gormley
I try to always sound very professional, although enthusiastic at the same time, its nice to sometimes make the caller feel good and befriend with the person, try to listen to their needs and be simpathetic about their problems, it makes them trust you and makes the conversation be succesful.
Thanks for sharing, Tricia! Sounds like you do your best to ensure that your students can hear your enthusiasm for working with them. Great approach.
Shannon Gormley
Energetic, helpful and you can hear the "smile" in my voice.
Corrine,
Being approachable and friendly on the phone can help a great deal when working to connect with students. It sounds like you've also worked to build your confidence in your phone calls. What specifically have you done to help yourself feel more confident?
Shannon Gormley
Erin, great job. I like those suggestions. Keep up the good work.
Shannon Gormley
I am building my phone personality. At first I was meek and lacked confidence. I am always nice on the phone however.
Our institution is very small and only offers one certification. So we may only receive 1 or 2 calls a week. It’s pretty easy to turn on the “bubbly switch†at that time. When I’m on the phone I strive to perfect my posture by sitting up straight in my chair and smiling while I talk.
Erin, thanks for sharing your experience. It is great that you are aware of the difference between your phone personality and your "in person" personality. I'm curious, what specificially do you do on the phone in order to stay bubbly and energetic all day?
Shannon Gormley
The institution I work for only provides online courses, so we do not meet with students in person. All of our communication is through email and telephone. I feel my telephone personality differs from my “in person†personality. I find that I am much more bubbly, energetic, and thorough in my conversations over the telephone than in person. Maybe it is because I feel more comfortable speaking on the phone versus a face to face meeting.
Michael, that sounds great. Speaking clearly is so important when on the phone. It helps the other people understand what you are saying and by using different tonalities you are able to sound more personable. Good work!
Shannon Gormley
I am engaging and positive. I do my best to speak clearly and fluctuate the pitch of my voice.
It sounds like you do your best to be completely available and resourceful for your students, Nanette. I have no doubt that your personality is appreciated by those thatbyou have the opportunity to work with! Stay positive and continued success.
I am professional and focused on learning the need of the individual on the other end. I ensure that my communication stays positive, even when the individual has a problem. I work to ensure that I understand the need or concern and then provide the needed information, or let them know that I will get back to them once I have obtained the needed information or action taken.
Thanks for sharing, Deanna. I'm guessing that your phone personality and your "in-person" personality is one and the same. I imagine that your approach lends itself to helping you establish solid relationships with your students, which is great. Keep up the good work.
It might also show your student that you're not as "scary" as they might think when you can laugh with them. Humor is a great way to connect with another person. Keep laughing!
Great approach, Allison. All of these traits can help put your caller at ease and establish an initial connection between the two of you. Keep up the good work!
This is wonderful awareness for you to have, Heather. It's great to hear that you treat all of your calls with courtesy and use a warm, friendly tone. It sounds like you would like for your calls to be a little more structured. Perhaps putting together a call outline of the key elements you would like to cover would be helpful. What are some of the elements you would include in an outline?
