Aimee Russell

It is important to remember the differences between sympathy and empathy. It is easy to let yourself sympathize with someone, when what they really need is for you to empathize. 

Having a script of a successful call outline would help to make sure you are using the four c's for every voicemail. 

Overcoming obstacles and dealing with no-shows are both so important. Using the techniques provided will be helpful.

It is important to manage your calls and make a loose script for yourself. Having all of your tools ready and reminding yourself of the 10 commandments of prospecting can help you to be more successful. 

Being engaged and actively listening to the speak is of vital importance. Being positive and avoiding negative words and phrases will help with phone conversations. 

Creating a strong school culture is vital in a retention program. That culture must include the staff as well as the students. Well trained, attentive, and well-informed staff will make all the difference. If the staff are well trained in the communication tools, evaluation tools, student programs, and student success programs at their school they will be able to better apply them to helping the students they work with. 

It is important to remember that students are viewing a conversation or event through their own paradigm, which maybe completely different than yours. You have to try and have a conversation to understand their paradigm and then try to help them reframe the event in their mind. I will use the eight stages when helping my students work through issues. 

Academic erosion stress and academic stagnation stress are two of the strongest influences on attrition. How the school and school staff view and treat a student can make all the difference in the retention of a student. 

Retention is not the responsibility of one person or one department, it is a group effort. Building relationships with students and creating a great campus environment are important factors in relation to retention. 

The best practice of talk less and listen more is important to keep in mind when interacting with students. Giving them those powerful questions and taking the time to listen to their responses will help us to understand their mindset and the situation much better, while giving students a chance to take ownership.