Transcript Financial Aid Professionals` Best Practices for Effective

Financial Aid Professionals’ Best
Practices for Effective Communication:
Real Life Solutions from Real Life
People
Moderator
Danielle Barbee
Presenters:
Ed Hill
Erick Herrera
Pearl McMillan
Being an Effective Leader
Who are we?
• In our case Directors or Direct Supervisors
i.e. Associate Directors, Assistant Directors,
Loan Managers or anyone in charge of others
in….
Types of Leaders
The “GOOD” one
• is one who is always looking
for ways to improve both
themselves and their team.
• Always evolving, listening to
change when change is
nessessary
The “NOT SO GOOD” one
• is one who comes off as
both incompetent,
inconsistent, and stubborn.
• doesn’t think he/she needs
to learn or change anything
The following are ins and outs to
help you become an effective
leader:
Things to Remember
• Always be honest and ethical.
– Do not bend the rules for one employee and be
rigid with another.
– Make sure they understand what is expected of
them and handle all employees equally.
– Not doing this can result in….
Losing the respect of your team!
Things to Remember
• Be the Motivator!!!
– As the leader of your group you have to selfmotivate yourself all the time and that's not
always easy.
– no matter what outside forces are effecting you,
always come in with a smile and talk to everyone
at the start of the day.
– If everyone gets a positive vibe from their leader it
makes their day go much smoother.
Things to Remember
• Micromanaging is a no-no.
– If you have assigned a task, leave your people
alone to get it done. That is what they were hired
for!
– Make sure your team understands the tasks given
them, the time-frame it must be completed in,
and then give them the authority to get the job
done.
Things to Remember
• Never criticize or shout at an
employee publicly.
– Don’t get nasty or mean during meetings. Take
notes and deal with these individuals privately, in
your office, with no audience.
Things to Remember
• Do not be afraid to let your team excel at
their jobs.
– You were promoted to manager because you had
the skills to fill the position. Having a great team
will only make you look better!
Things to Remember
• Always have an open door policy.
• Keep it as light as you can in the office.
– The day your staff feels like they cannot come to
you is the day you have lost your team.
– You spend more time in the office then you may
with your own family.
Communicating With Special
Student Groups
Introduction
• Identify the population to which you are
communicating
• Understand the needs of these special groups
• Determine different communication methods
to effectively connect with these populations.
Things to Remember
• Every special group is different
• Proactive communication campaign
• Make sure students and their families
understand the requirements for each of the
special programs to which they are applying
Approaches
• Be proactive
– Reaching out to:
• Students
• Parents
• High school counselors
• Each student, each situation is different
– Cultural differences, education, language, financial
background, etc…
• Go above and beyond
Approaches
• Communicate via:
– Phone
– Mail
– Email
– Publicize office hours or offer extended hours
– Outreach programs
• Stress that you are available
• Follow-up
Getting the Job Done
• Create a bond to get information needed so
that you can do your job
• Build trust
• Put yourself in their shoes
• Know what they are going through
– No access to communication
• No phone, no computer, no permanent address
• English as a Second Language
Effective Communication
“Communication effectively helps group
members build trust and respect, foster learning
and accomplish goals”
• Be clear about what students and parents
need to do in order to qualify for the different
financial aid programs
• Explain what documentation they need to
submit and why
• Motivate and persuade others toward action
Effective Communication
• Offer your help instead of showing
dissatisfaction or contempt if students and
parents haven’t provided you with the
documentation needed to complete the
financial aid process
• Show empathy or understanding; however,
reiterate the importance of submitting the
documentation
Effective Communication
• Be organized
• Embrace electronic communication, if you
haven’t already
• Discuss follow-up communicative measures
– Phone calls, emails, text messages, social media,
etc.
• Send reminders
• Enforce deadlines
Conclusion
• Once you understand a special group and its
needs:
Identify communication methods to
 Better assist this population to
 Get the job done
• Effective communication methods result in
positive relationships to develop between
students/parents and financial aid
administrators
Handling Upset Students/Parents
Introduction
Control the Conversation
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Try to gain control of the conversation
Tone of Voice
Repeat Yourself
Place the call on hold (for telephone calls)
Take a deep breath, stand or take a break (if in
person)
Listening
• Actively listen to the student’s/parent’s
situation
• Providing them with your full attention
• Paraphrase the situation for clarity
Accountability
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Explain the steps involved in solving the issue
Provide your contact information
Request their contact information
Set follow-up date and time
Research the Issue
• Conduct Research
• Communicate with co-workers
• Communicate with other
departments/agencies
• Collect & Analyze the data
Solve the Problem
• Provide Answers
• Provide the Solution (positive or negative)
• If you have no updates to report, still contact
the student/parent to keep your follow-up
commitment.
Questions?????
Family!
Thank You!