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Being Right Without Being Rude

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Learn the positive, professional and effective ways to handle the difficult and emotional situations faced by financial aid and other student service representatives.

Students are not always right but there is always a right way to handle the situation. Financial aid representatives are often tasked with acting as a school’s collection agent, and it is never easy telling students that financial issues may interrupt their academic momentum. Poor communication and the wrong attitude can derail a student entirely.

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Being Right Without Being Rude

  1. 1. Presented by: COSMO WOLLANBEING RIGHT WITHOUT BEING RUDE STUDENT COMMUNICATIONS EXPERTBEING RIGHT WITHOUTBEING RUDE ©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
  2. 2. BEING RIGHT WITHOUT BEING RUDEIN SCHOOL,JUST LIKE IN BUSINESS,THE CUSTOMER IS NOT ALWAYS RIGHT…BUT THERE IS ALWAYS A RIGHT WAY TO HANDLE IT. ©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
  3. 3. BEING RIGHT WITHOUT BEING RUDEFinancial Aid representatives often encounterDIFFICULT and EMOTIONAL student situations… TUITION PAYMENTS FUNDING QUESTIONS STUDENT LOAN ISSUES HOW THEY HANDLE THE STUDENT can be as important as how they resolve the situation. ©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
  4. 4. BEING RIGHT WITHOUT BEING RUDEStudent Services representatives are often tasked withacting as a school’s COLLECTION agent… Telling students that financial issues may INTERRUPT their academic momentum. ©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
  5. 5. BEING RIGHT WITHOUT BEING RUDEPoor communication and the wrong attitudecan DERAIL students entirely. The right approach can keep your students ON TRACK AND MOVING FORWARD. ©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
  6. 6. BEING RIGHT WITHOUT BEING RUDEHow your team handles an unpleasant or negative student situation can MAKE OR BREAK THAT STUDENT’S EXPERIENCEMake sure that the student service and advisor interaction youoffer is of the same HIGH QUALITY as the education you provide. ©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
  7. 7. BEING RIGHT WITHOUT BEING RUDEBeing Right Without Being Rude is available as astand-alone 3-hour seminar or can be incorporated asa 3-hour segment of a larger scope training program.Seminar groups should be no larger than 20-25participants for optimum interaction.All university Financial Aid and Student Servicesrepresentatives who handle any form of collections orprovide conflict resolution can benefit from this training.Many student financial issues are easily resolved –unfortunately many are not. Your students’ success mayrest in how those issues are handled. CAN YOU AFFORD FOR YOUR TEAM TO BE UNPREPARED? ©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.
  8. 8. BEING RIGHT WITHOUT BEING RUDETHANK YOU.WE LOOK FORWARD TO WORKING WITH YOU. Cosmo Wollan Student Communications Expert Senior Training Executive Communication ExcellenceSM Office: 754.300.9678 Cell: 305.788.2469 Cosmo@CommunicationExcellence.biz ©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.

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