1. BEING RIGHT WITHOUT BEING RUDE ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. B EING R IGHT W ITHOUT B EING R UDE B EING R IGHT W ITHOUT B EING R UDE Presented by: C OSMO W OLLAN S TUDENT C OMMUNICATIONS E XPERT

2. BEING RIGHT WITHOUT BEING RUDE ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. I N SCHOOL, JUST LIKE IN BUSINESS, THE CUSTOMER IS NOT ALWAYS RIGHT … B UT THERE IS ALWAYS A RIGHT WAY TO HANDLE IT.

3. BEING RIGHT WITHOUT BEING RUDE ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. Financial Aid representatives often encounter DIFFICULT and EMOTIONAL student situations … H OW THEY HANDLE THE STUDENT can be as important as how they resolve the situation. FUNDING QUESTIONS TUITION PAYMENTS STUDENT LOAN ISSUES

4. BEING RIGHT WITHOUT BEING RUDE ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. Student Services representatives are often tasked with acting as a schools COLLECTION agent … Telling students that financial issues may INTERRUPT their academic momentum.

5. BEING RIGHT WITHOUT BEING RUDE ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. Poor communication and the wrong attitude can DERAIL students entirely. The right approach can keep your students ON TRACK AND MOVING FORWARD.

6. BEING RIGHT WITHOUT BEING RUDE ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. How your team handles an unpleasant or negative student situation can MAKE OR BREAK THAT STUDENT S EXPERIENCE Make sure that the student service and advisor interaction you offer is of the same HIGH QUALITY as the education you provide.

7. BEING RIGHT WITHOUT BEING RUDE ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. Being Right Without Being Rude is available as a stand-alone 3-hour seminar or can be incorporated as a 3-hour segment of a larger scope training program. Seminar groups should be no larger than 20-25 participants for optimum interaction. All university Financial Aid and Student Services representatives who handle any form of collections or provide conflict resolution can benefit from this training. Many student financial issues are easily resolved – unfortunately many are not. Your students success may rest in how those issues are handled. C AN YOU AFFORD FOR YOUR TEAM TO BE UNPREPARED ?

8. BEING RIGHT WITHOUT BEING RUDE ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. T HANK Y OU. W E L OOK FORWARD TO W ORKING W ITH Y OU. W E L OOK FORWARD TO W ORKING W ITH Y OU. Cosmo Wollan Student Communications Expert Senior Training Executive Communication Excellence SM Office: 754.300.9678 Cell: 305.788.2469 Cosmo@CommunicationExcellence.biz