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Overview:
The financial aid cycle of 2009-2010 is shaping up to be one of the most difficult on record. The economic crisis has affected parents' ability to pay and heightened their anxiety about the aid application process. The stress parents feel often results in a combative conversation rather than one that leads to constructive outcomes – especially during the April appeal cycle.
Communication skills that lead to conflict resolution can help aid administrators steer difficult conversations toward successful outcomes, enhance customer service, and improve enrollment outcomes for the Fall semester.
The Getting Ready for the Appeal Cycle: Communication Skills for Financial Aid Administrators webcast will help you be prepared to handle the financial aid appeal cycle successfully.
You will:
- Gain an understanding of how the current economic meltdown has affected parents' feelings and attitudes about paying for college and why those feelings can lead to a combative communication style.
- Learn the five basic steps of successful conflict resolution and how these steps can be applied in the aid office during difficult conversations with parents.
- Learn how to say "no" to an appeal request without invoking conflict.
- Understand how specific conflict resolution techniques can lead to improved enrollment outcomes for the Fall semester.
Target Audience:
Enrollment and financial aid executives, administrators, and support staff. Teams from institutions are strongly encouraged to view this on-demand webcast together.
Program Agenda:
| ON-DEMAND Presentation |
| Live Session Took Place On Tuesday, March 24, 2009 |
- Exploring the impact of the economy on the current financial aid cycle
- Application statistics and expected need for funding in 2009-2010.
- Attitudes about spending and borrowing during a recession and how this impacts parental communication with aid offices.
- How financial anxieties impact parental behavior and communication styles and lead to conflict with financial aid offices–and what you can do to prepare.
- The five basic steps of conflict management and how to apply them in the financial aid office.
- How to move from inquiry to reflection to action
- Staying centered and out of the middle
- Finding a resolution when you have to say "no"
- Re-tooling your office policies for less conflict and better communication
- Caseload management
- When and how to escalate a call
- Policies for walk ins and appointments
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Instructors:
Mary Coussons-Read, Professor of Psychology and Associate Dean, Research and Faculty Affairs, University of Colorado Denver
Mary's academic background is concentrated in psychology, stress management, communication, and conflict management. In addition to her teaching and administrative roles, she is a certified personal coach and nationally recognized speaker in the areas of communication, conflict resolution and stress management
Susan Murphy, Senior Associate Dean of Academic and Enrollment Services, University of San Francisco
Susan has served the University in several capacities, including director of financial aid and financial aid officer for the University's School of Law. She is presently responsible for the One Stop Enrollment and Financial Services Center, which includes the financial aid office and the office of student accounts. Susan is a frequent presenter at financial aid conferences and has been a trainer for the US Department of Education, the College Board, and other professional organizations.
Ordering Information:
Ordering
Order online using our secure ordering system, or call 720.488.6800. After ordering, you will receive a confirmation of payment or an invoice, depending on method of payment. All audio is streamed on your computer speakers using your computer's sound card. |
Shipping
A CD-ROM version of the archive will be mailed within 3 business days of the time the order is placed. Shipping within the United States and Canada is free of charge. For orders shipped outside the United States and Canada, an additional $35 USD will be charged. |
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