Marlee Fritzsch

I've never really thought about it in a hierarchy of order before but once it was explained, it does make sense. 

I like the 3 R's....makes it easy to remember....Repeat, Rephrase and Reflect.  I need to not try to interrupt or interject, but truly listen and pause.  

Body language and body awareness are so key in the "untold" feelings for both the student and the admissions representative.  Listening effectively is something I need to work on.  I'm new enough that I feel I should have my office door open, so that others can give me feedback on my calls, yet, I focus and listen better when my office door is shut. 

Ethical behavior should always be at the forefront of every decision.  If pressure to "get as many students as possible signed up" admissions representatives will feel pressured to make the sale, instead of really finding out what is best for the student.  Admissions departments should have a goal to support students honestly and responsibly, while maintaining trust.   We should always conduct all work with integrity, fairness and respect with everyone that we work with, and work for. 

Having a clean desk for an in-person meeting is a huge calming visual for students.  Professional presence is conveying clarity, credibility and respect.  Tone of voice, pacing of conversation, and word choice influence how information is received by others.   It is always a good idea to ask the prospective student how they prefer to communicate and ask for another set appointment to avoid playing phone tag. 

Students are coming into Admissions already being armed with research, peer recommendations and information that they found on the school website.  Guidance, support, and student advocacy are much better than persuasion, urgency or closing techniques.  Enrollment is a decision made BY the student and not FOR the student.  Respecting the students pace communicated trust and professionalism.  Also understanding general generational preferences and tendencies is greatly helpful in understanding how they like to communicate best.  This was all very good information. 

Very good information shared.  I love the wording of taking students from uncertainty and move towards informed decision-making.  The school and the student both need to be good fits.  The 2 questions of "Is what I am doing working?" (Awareness) and "If not, what else can I do differently?" (Flexibility) are core questions to always grow and adapt to what the students' needs are. 

Lots of great information in this section.   A solid recap of what you've learned about the student and what they're looking for in a school.  Then encouragement to enroll, and have them start the process while they're still with you in case they have any questions is a great suggestion.   Focus on the next steps, which having an Admissions checklist is helpful to keep students on task and then ask for referrals.  I loved the suggestion as well of encouraging the prospective student to bring a friend or a family with them, that can help alleviate any anxiety or fear… >>>

This section had lots of great information.  We as admission counselors need to build value for the students.  I will start to use the response to "it's expensive" with "compared to what?"  You should already have a good idea to "compared to what" if you asked the question "What other school are you looking at?"    Before going into the Financial Aid/Tuition talk" a good recap of what you've gone over so far in the meeting is helpful.   Having the full tuition cost, stating what that cost covers and any/all the additional extra costs is a great way to be… >>>

It is so important to really learn about the prospective student by gathering information and then giving information based on what you have learned about them.  They don't need all the information all at once as it could be too overwhelming.

Checking in with the student regularly to make sure you haven't "lost them" is necessary.  I love the question "From what you've learned so far, do you see anything preventing you from starting on _______date"