It is so important to pick up all incoming calls with a polite and professional greeting.  During the call it is important to start with a safe question, be a good listener, and be willing to adapt your approach.   Because you can not see body language over the phone, picking up on tone of voice, showing empathy and recapping the phone call, shows you are listening and that you genuinely care. 

Great tips in this section.  It's important to build trust through transparency.  It is a great reminder that shifting and moving from memorization to pattern recognition and meaning for students.  It is better to pause in a conversation and find the correct information than to speculate and give misinformation. 

This section was filled with quite a few great nuggets to remember.  Admissions representatives use pathways rather than promises and you can't force the fit.  Long term institutional strength is built on student success - not a simple start.  

I loved finding a few "nuggets" in this chapter.  Admissions professionals must balance enthusiasm with accuracy and should regularly pause and reflect on whether their explanations are grounded in verifiable information and aligned with what the student has shared.  This reflection supports consistency and credibility. 

Mastering Product knowledge supports credibility and confidence.  Staying informed requires curiosity, attention and collaboration with colleagues.  Understanding what your surrounding competitors are is also helpful to prospective students and encouraging them to do their research.  

I've never really thought about it in a hierarchy of order before but once it was explained, it does make sense. 

I like the 3 R's....makes it easy to remember....Repeat, Rephrase and Reflect.  I need to not try to interrupt or interject, but truly listen and pause.  

Body language and body awareness are so key in the "untold" feelings for both the student and the admissions representative.  Listening effectively is something I need to work on.  I'm new enough that I feel I should have my office door open, so that others can give me feedback on my calls, yet, I focus and listen better when my office door is shut. 

Ethical behavior should always be at the forefront of every decision.  If pressure to "get as many students as possible signed up" admissions representatives will feel pressured to make the sale, instead of really finding out what is best for the student.  Admissions departments should have a goal to support students honestly and responsibly, while maintaining trust.   We should always conduct all work with integrity, fairness and respect with everyone that we work with, and work for. 

Having a clean desk for an in-person meeting is a huge calming visual for students.  Professional presence is conveying clarity, credibility and respect.  Tone of voice, pacing of conversation, and word choice influence how information is received by others.   It is always a good idea to ask the prospective student how they prefer to communicate and ask for another set appointment to avoid playing phone tag.