Teri,
Hi! I really support the idea of role playing during training. It enables the employees to have real life experiences.
Cindy Bryant
I would encourage new employees to be proactive and learn as much as possible about the institution through the college website, catalog, and student handbook. We also implement role-playing during training - providing different situations/questions employees may experience on the job. In addition, we strongly encourage employees to ask questions when in doubt to ensure correct information is communicated.
It would always be my advice to a new employee to ask questions of a supervisor or another employee before potentially answering a question incorrectly.
vinod,
Hi! This is great advice for new employees. Another option is to consider assigning new employees a mentor.
Cindy Bryant
My first and important advice to my new employee will be that you have to go through some training with the senior staff members,must read company's policy and proedure, must read school catalog and understand and digest them.Always remember you are not representing yourself you are representing school and school have to follow many rules and regulations if not school may loose their accreditation or law suits involved. If unsure for any questions get answers from who may have it in the school.
My advice would include not sharing invalid information. If the person doesn't have an answer to the students question or inquiry, then simply state that and try to find an answer for the student or prospective student. It is important to remember that honesty is the absolute best policy. Do not try to increase your student enrollment by giving false or misleading information.
Heather,
For a new employee you have done an excellent job of outlining critical steps to avoid misrepresentation.
Cindy Bryant
As a new employee I would always advise them that if they do not know the answer then to ask their manager who has more experience then them with the policies and procedures. I would also encourage the new employee to check with the employee handbook on all rules and regulations of the college. I would also suggest that the employee provide accurate and detailed information to the student along with factual data.
I think that our college does a good job with having the employees dig deeper with the student in order to get specific information from the student on what their specific goals are for obtaining a college degree.
David,
Welcome to the forum! It sounds as if you have a solid strategy for avoiding misrepresentation. Understanding your institutions policies and procedures is the gateway to providing accurate information. Role playing solidifies what the employee has learned. Great response!
Cindy Bryant
First,I would advise the new employee to become familiar with the institutions policies, regarding the disclosure requirements of the institution pertaining to: Recruitment Activities, Referencing Job Placement, Program Expectations and Outcomes, Conduct considered to be inappropriate and the Institutions relationship with State and Federal Agencies, if applicable. Second, I would, conduct a role play scenario, with the new employee representing the institution and myself as a prospective student. After the role play, I would conduct an after action review with the new employee, to go over what was an appropriate representation of the institution versus one that was a misrepresentation of the institutions policies. Finally, I would advise them to take this course.
Lino,
Salaries after graduation are a potential area of misrepresentation. It is important to rely on your institutions documented salaries when speaking with future students.
Cindy Bryant
Do not discuss potential salaries. Mention the fact that an institution can be held accauntable and fined for misleading statements. Honesty is the best policy.
Bernadette,
Hi, providing your employees with the do's and don'ts is an excellent strategy. Role playing is critical to understanding how to handle challenges and obstacles that may arise.
Cindy Bryant
I would first make sure they have adequate orientation and have read and understand all regulations regarding disclosure of information. I would also provide them with a list of FAQ's and appropriate and inappropriate answers so they fell confident until they are more experiences.
I would let them know it will take time to learn the answer to all the manner of questions that will arise and that the should not fell inadequate or that they have to give a correct answer, we are all human...as most others have said that it is find to say you do not know the answer but will find out for them. In this litigation crazy super regulated society it always better to be safe.
Jessica,
Excellent. I recommend that they set a date and time to get back with the student to meet their expectations.
Cindy Bryant
If an employee was asked a question and they did not know the correct answer. I would encourage them to say they are not sure and that they will find out.
Karyn,
A blended approach to training is usually the best approach. Another best practice that has been shared throughout this course is mentoring. Many times new employees are concerned with minor questions (which can become major if the wrong answer is not given) that can easily be answered by a seasoned employee. This allows the new employee to learn the system and get to know another team member.
Cindy Bryant
Extensive training is provided to new employees to:
Refer to the Catalog or Student Handbook to respond to questions.
Any unknowns should be addressed as an "I'm not certain of the correct answer; and will investigate to make sure that the response is correct.
When in doubt: refer to "an expert".
Donna,
It is imperative to be sure that the information that we are providing students with is accurate. I woud prefer to keep a student waiting for a little while rather than give them poor information that could be construed as misrepresentation. I appreciate you sharing your thoughts on this matter.
Cindy Bryant
I would, and always do, tell new employees and even current employees, not to be afraid to say "I don't know"...and follow it up with, "but I will find someone who does know!"
We do our very best to provide initial and on-going training, constant communication and transparency with all of our employees, new or current. We make sure that our intranet provides all staff, faculty and students with the most current information and review it on an on-going basis.
Even as the Corporate Director of Education and Compliance, I always like to check first before I give an answer about anything I'm not 100% sure of. It's really the safest way! I think if I can model what I'd like the employees to do, it makes it easier for them to see it's really ok to say "I don't know."
