It sounds like you are really in this for the students! Even though you have a personal connection to those mentioned in your post. It's important at the end of the regardless of the relationship, that each student get what they need from their institution, like you said. Thank you for your post! 

Openness and trust are key. If you want to regain the conversation, a great tool we always recommend it so simply tell the student you need to "recap" what they are saying to make sure you have it correct. That gives you the opportunity to share with the student that you have listened to what they are saying, and ask a question to direct the conversation. Make sense? 

Excellent advice! If you find that method is not working 100%, what are your suggestions to help improve that method of communication? 

Thank you for your feedback. I'm curious, what is the input from your employees?

Great insight, Nikeline! It sounds like you know yourself really well, and the ways that make it easier for you to learn. Thank you for posting!

That's a great point, Matthew. Each learning style is very custom. Thank you for posting!

Interesting comments! You are all correct in that your posture and demeanor over the phone can be picked up very easily. This is what makes it so important to take notice of your tone, etc, while on the phone as you mentioned. 

When you think about the disadvantages of being on the phone, consider that not all students personally need to come on campus to get information. If they prefer to "meet" over the phone, is that a disadvantage?