Students are coming into our institute already knowing the information, but truly looking for a sounding board and someone to  speak with to support their decision. 

I thoroughly enjoyed the information shared within this module. I learned that I can definitely commit to being more open-minded and flexible in understanding each student's individual needs and situation.

You really want to pull something out that will attract them to call you back with interest- 

It is a great reminder to follow -up wit the student 15 mins past their appt time in order to ensure they are ok, or not stuck in traffic. It helps show empathy and rescheduling, if necessary. 

I love the thought of connecting with a students about their past, present, and future. It really helps paint a broad picture of what has happened in their past and why they have a need currently and what they want for their future. As an advisor, you can really help tailor a program and vision that works for them. 

When I read how important it was and how easy it is to first build rapport before answering questions, it reminded me of my "why" and why I love working with students. When a student is determining their life goals and trying to figure out how they are going to complete school and how they are going to pay for it and what the end result will be, they have so many thoughts and questions and its the role of the enrollment advisor to be personable and professional. This will help them navigate their decision and make it easier to… >>>

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.