This module (the videos) opened up flashbacks of earlier days and having different states be closed to online enrollment, because of unethical practices different institutions left go notice within their admissions departments. At a point in time ethics were out the door for some individuals. 

Also, learning from past as mentioned, provides opportunities for clarity and prevent same mistakes. and applying and reinforcing the mission statement, allows for improvements as we move forward in building a bright future. 

Your mindset and environment play a pivot role. Since I work in a remote setting. I try every weekend to make sure all my sticky notes are cleared away (trashed); so, my work environment and mindset is focused, so my work environment is prepared. 

This module has given a better understanding to the generational groups, and their possible expectation sand behaviors when it comes to decision making. 

It has given an overview to the evolution of how the students approach researching and decision making. Having a better understanding of how to approach each individual with the information learned. 

I will be using some of the "Reducing Friction" points to address upfront to open up dialogue on concerns or issues that may be weighing on a student. 

This reflection has allowed me to polish and reflect why I have been in Higher Education for so long. Helping others make a difference in their life, their educational journey. Being able to listen to different stories and why the student is coming back to school or starting school for the first time. 

Being able to be the voice of the institution and build relationships external and internal with individuals is so important. I feel it says a lot about individuality and aligns with helping others and one another. 

Being in admissions has taught me patience over time, and to… >>>

Great reminder when leaving voice messages to listen to yourself and or be mindful of the messages you leave for the perspective students. And being creative and leaving your email address for those individuals that find it easier to send an email versus returning a call. 

Very helpful reminder for no-shows "something may have happen" so give some leniency for being late for the appointment; and also follow up with why the appointment is necessary.

Take away from this section, "what makes a good call structure" listening and being present. also, your disposition while making your calls, and being selective with times, and adding notes are very important. 

Improving your telephone customer service skills refresher is a reminder to be present with the student and also realize that even though they may have requested information they also have other things going on at the time they may take the call. Just to have patience, because we are trying to build trust with them. 

I need to focus more on my energy and listen to my inner coach!

I thought i had good energy, but after this review... i need to step up my energy and reflect on what i need to do better each day.