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Transcript of C ONVERSATIONAL P ROFESSIONALISM “ THE RIGHT WORDS TO DISCUSS THE NUMBERS ” ©2012 C...
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
CONVERSATIONAL
PROFESSIONALISM
FOR FINANCIAL AID ADVISORS
“THE RIGHT WORDS TO DISCUSS THE NUMBERS”
Presented by:
COSMO WOLLANSTUDENT COMMUNICATIONS EXPERT
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
Your Financial
Aid Advisors' JOB
is to
help students
UNDERSTAND and
NAVIGATE the
complexities of
college
financing.
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
They rely on only THREE TOOLS to accomplish their task:
KNOWLEDGE of the Process RAPPORT with the Student
WORDS
It is in how they USE those tools that success is
achieved.
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
How many first time students will make sense of this:
"Just go to the FAFSA site, get your PIN and email me the EFC on your SAR when you get it ."
??
??
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
How IMPORTANT will students feel when they hear:
"Call me back when you're done.
I'm usually very busy, so you may be on hold for a while.."
? ? ? ????
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
What your students
THINK
is determined by what they
HEAR.
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
What your advisors say = INFORMATION
How they say it =
PERCEPTION
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
What is WRONG with the following:
“How much you paying now?”
“Check with the Register's Office …”
“Do you know where your paperwork is at?”
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
Would it bother you if you discovered that the guy from the FORD Dealership who sold you your car drove a HONDA?
DO we or DON'T we have more confidence in a product if the person selling it to us also uses it themselves?
? ? ? ? ? ? ?
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
The product your Financial Aid Advisors are discussing is
THE VALUE OF
EDUCATION.How can you expect to inspire students to
appreciate the value of their financial investment if your advisors sound as if they failed High School
Freshman English?
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
Frequently Heard – Always WRONG:
• “Let me axe you a question…”
• “Just get me the paperwork tomorrow...”
• “…don't be like, all worried and stuff…”
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
This is not about being smart or dumb… or whether your Financial Aid Advisors have a master’s degree, a
bachelor’s degree or no degree.
It is simply about using the BEST TOOLS for the task at hand.
Like a thoroughbred racehorse or a top fuel race car,PROPER GRAMMAR IS A TOOL THAT WILL MAKE THEM BETTER AT THEIR
JOB.
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
Every time your Financial Aid Advisors answer
questions, provide assistance, offer advice or find
solutions, your students will be making judgments
BASED ON IMPRESSIONS OF WHAT THEY HEAR.
or
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
What do want your students to HEAR when they
interact with your Financial Aid Advisors?
It represents your school, your image and your reputation.
or
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
A wise man* once said: “YOU NEVER GET A SECOND CHANCE TO MAKE A FIRST IMPRESSION.”
Your students look to your Financial Aid Advisors for inspiration.
HOW WILL THAT FIRST IMPRESSION INSPIRE THEM?
*Conflicting sources attribute this quote to Will Rogers, Mark Twain, and Arthur Schopenhauer
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
Conversational Professionalism (for Financial Aid Advisors) is available as a stand-alone 2-hour seminar or can be incorporated as a 2-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 Advisors who regularly interact with potential or enrolled students can benefit from this training. Whether on the phone or in person, your students’ experiences at your university are based as much on your people as their progress.
CAN YOU REALLY AFFORD NOT TO PUT YOUR BEST FOOT FORWARD?
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CONVERSATIONAL PROFESSIONALISM“THE RIGHT WORDS TO DISCUSS THE
NUMBERS”
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
THANK YOU. WE LOOK FORWARD TO WORKING WITH YOU.
Cosmo WollanStudent Communications Expert
Senior Training ExecutiveCommunication ExcellenceSM
Office: 754.300.9678 Cell: [email protected]