I learned that you can make people call you back by leaving a convincing voicemail!

I learned that you can never lose a student until you decide to quit!

I learned that putting a mirror in front of yourself during calls is a realistic and sensible thing to do!

Building rapport with customers is an important part of establishing trust and achieving successful results. Engaging with the 7 P's of communication can also enhance both the customer and representative experience leading to a successful result. 

Personalizing or customizing our discussions with our students builds a strong relationship with them.

Love this sentiment:  pause to get your student's agreeement to continue moving ahead.

I liked the technique called "reframing" the question!

I love the thought in the third stage that discussing helping the individual be an active participant in understanding their current situation  and where they want to be.

Your attitude affects more than just yourself. It can improve your co-workers attitudes and the students' attitudes. 

Active listening takes work and intention. - Shutting out noise can also mean simply focusing in on your attention fully on the conversation. Not looking at a phone, multitasking, and only thinking about a response shows a person you are NOT fully listening.