Always have the Do's and Don't post up in your office so you can memorize them. You want to represent your organizatiom with pride and integrity.
The advice i would give a new employee that would help them to avoid inadvertently misrepsenting the institution is to stick to the catalog the rules are provided for you and as long as you stay within the guidlines and core value of the institution you can't go wrong.
First and foremost, a new employee must advocate for themselves to ensure they have received proper training in compliance and misrepresentation rules. I would direct a new employee to avoid any potential "sales tactics" and to stick to the facts. Learning as much as possible about the institution and its programs can give the employee plenty of factual information to share with potential students and avoid the "need" to fill in the blanks with potentially misleading information.
Jaclyn,
This is great advice for everyone - in handling work AND personal situations!
Traci Lee
Always check your thoughts before they become words.
If they are ever posed a question that they are unsure of, find someone who can accurately answer before you misrepresent the institution with false information.
I do not think your present salary should be discussed with students or other employees. You can talk about how sucessful you are and your experience plays an important part in what you make. That is all up to each individual. You can say that you are very happy with your job and the industry has been good to you.
Every company has different pay guidlines and you can seek out what you want.
Sheila,
Great comments! I agree on the importance of promptness. It's a good way to demonstrate a commitment to good service.
Traci Lee
Never Misrepresent what your institute has to offer or what you can do for a student. Making false promises might get a student in your school but they will not be happy and you run a risk of loosing them and it will not be good advertising for future students.Integrity comes into play and that is what we never loose sight of.
When in doubt...don't shout it about! It is always best to let the person know you will find out and whatever you do....do it in a prompt manner. Do not leave a question unanswered. Present it in a professional way.
Yes, I agree. Integrity and honesty is everything. It impacts everyone. It impacts the student, the school, and ultimately the community. We always want to do the right thing at all times.
Nicholas,
Excellent advice. I think it's also important when you refer a student to another resource, to follow up and ensure they obtained answers to their questions.
Traci Lee
If there is any doubt in your mind about answering a students question, utilize other resources.
If you do not know an answer, DO NOT make it up or guess. Use the experts on campus and the school to anser all the questions thoroughly and honestly.
Richard,
Honesty does go a long way and the follow up on open questions demonstrates a level of service and commitment to students that is commendable!
Traci Lee
Knowledge is power, the more you know and are willing to learn with regard to policy and procedure, the better off you will be. That being said, there is no shame in telling a prospective student that you do not know the answer but you will find the answer for him or
her. Honesty goes a long way!
Rob,
Agreed - it's easy to feel "pressure" to respond promptly yet a correct answer is worth the time to research properly.
Traci Lee
For a new employee; I would suggest that you defer to your supervisor, or take the time to look up the answer to any question you are unsure of. Don't feel rushed to give a 'quick' answer, it's better to take your time and give the right answer.
I agree never try to wing it
If you do not know the answer, find someone who does.
