Financial Aid Professionals’ Best Practices for Effective Communication: Real Life Solutions from Real Life People

Moderator Presenters: Danielle Barbee 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 The “NOT SO 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 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 self-motivate 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 Each student, each situation is different 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: Stress that you are available Follow-up 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 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 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!