Tara Augustine

Creatively following up with potential students goes beyond standard emails or calls. You have to engage them in ways that feel personal, relevant and memorable. Sending tailored resources, sharing success stories, providing timely reminders, or using digital tools to offer interactive content, are all examples.

Successfully handling challenges can only be done if you have a bond with the student and they feel comfortable sharing with you. Approaching these situations with patience, active listening, and tailored guidance helps students feel supported rather then pressured. By acknowledging concerns and offering practical solutions (while maintaining a positive demeanor) we can help prospective students turn potential roadblocks into opportunities to strengthen our student relationship.

Part of effective communication is being able to build that relationship bridge. Not just saying what you mean and communicating clearly, but actively listening, adapting to the conversation and portraying empathy. Building trust and connection lends itself to productive and meaningful conversations.

When comparing our old admissions style with our new style, things are much more fast-paced today. The focus has definitely shifted towards flexibility and accessibility, leaning heavily on technology for all aspects of our jobs. From initial interactions to meeting virtually to electronic documentation and remote entrance exams. The changes in our industry over the past 15 years has been incredible.

Capturing attention and sparking curiosity are critical  when leaving voicemails. I used to call this a "call to action" - end with a clear next step and a benefit or reason for them to call back.

For no-shows, it's always important to follow-up promptly and understand why the student didn't show up. Rescheduling is usually the next step, and you need to maintain a positive tone while gaining the commitment that they will show the next time. You want to keep the relationship intact and reinforce their WHY so that they continue moving forward in the process.

Call components and tone are essential elements of effective phone conversations. I've known this was fact, although I'm not sure I ever thought about the structure. Having a well-structured call paired with an appropriate tone and engaging inflection builds trust and leaves a positive impression. It increases the likelihood of a successful outcome.

Answering the phone must follow etiquette because it sets the first impression of our college. Politeness, clarity, professionalism are all reflected and influences the caller's perception and trust right off the bat. Your callers should feel welcomed, heard and respected, while the receptionist is gathering and relaying the important information to the appropriate person.

I always notice when others are not actively listening. I think many people are guilty of overtaking filter that was discussed, although I previously knew this as competitive listening. When people are so focused on their response instead of the speaker's message, they often interrupt or steer the conversation back to themselves. This undermines the trust and connection and it does so because the listener is not having patience or being truly curious.

I will definitely take back to my team the highlights of empathetic listening. When we do phone observations - Did they listen with their ears AND their heart? Sometimes we don't actively listen and we are just waiting for our time to talk. You can't do that if you are truly being empathetic!