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Overview
The recession continues to affect college affordability and attitudes towards the financial aid process and the need analysis systems. The financial stress that parents feel about paying for college can result in combative conversations in the financial aid office during the April appeal cycle. Aid administrators who have developed successful conflict management skills are better equipped to steer difficult conversations towards successful outcomes and enhance customer services as a result.
Join us for Getting Ready for the Appeal Cycle: Conflict Management Skills for Aid Administrators to learn effective communication and conflict management skills in time for the April appeal cycle.
What You Will Learn
- How the economy has affected family financial strength by region, income band, and socioeconomic status
- Ways anxiety about paying for college affects parental communication styles and how you can respond proactively
- The five basic steps of successful conflict resolution and how to apply them in the financial aid office
- How to say "no" to an appeal request
- How successful conflict resolution skills can enhance customer satisfaction
What Others Are Saying
"Excellent web conference. It reaffirmed what we are doing correctly and also gave us some new tips. Thank you for this opportunity."
"This conference will be a good learning tool to those financial aid folks who are new to the profession."
Who Should Attend
Financial aid administrators and support staff will benefit from this web conference. Individuals with 1-3 years experience in the aid office are especially encouraged to attend.
Program Agenda:
Tuesday, March 30, 2010
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| 1:00-2:30 p.m. EDT |
- The effect of the recession on the current financial aid cycle
- Economic indicators and effect on family ability to pay
- Perception vs. Reality: Who has been hit the hardest and who really needs funding?
- Financial anxiety and communication styles: how stress leads to conflict and what you can do to prepare for a difficult conversation
- The five basic steps of conflict management and how to apply them to conversations with parents about financial aid
- How to move from inquiry to reflection to action
- Anticipating anger — and knowing how to stay centered
- Finding a resolution when you have to say "no"
- Re-tooling your office policies for less conflict and better communication
- Caseload management
- Tips for the reception area
- Policies for walk-ins and appointments
- When and how to escalate the phone call
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Instructors
Mary Coussons-Read, Professor of Psychology and Associate Dean, University of Colorado Denver
Mary's academic background is concentrated in psychology, conflict management, and communication. 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 at the University of San Francisco in several capacities, including director of financial aid and financial aid officer for the University's Law School. 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.
Registration Information:
Questions
Call us at 720.488.6800 to help determine if this event is right for you.
Logging In to the Web Conference
After registration, each registrant will receive a confirmation of payment or an invoice, depending on method of payment. Each registrant will also receive an email with appropriate login information and more information regarding the event a few days prior to the start of the event. The day of the conference, you will receive another email with the same information. To participate, you will need a computer with a high speed internet connection. You will have the option to receive audio via your computer speakers or telephone.
Web Conference Archive
Within 7-10 business days of each web conference session, all registrants will receive an email with instructions on how to watch an online recording of the event. Access to this recording is included in the price of a single site connection. You will have access to this recording for 60 days.
Can't Attend the Live Session(s)?
If you can't attend the live session, but you'd still like to view the web conference, you still have options:
- Order a CD Recording of the event, which will be delivered to you along with a bound copy of the presentation materials. The CD will be shipped within 5 business days of the session date. For customers in the United States and Canada, shipping is included. Orders placed outside of the United States and Canada will be charged an additional $35.
- Choose the On Demand Download option, which will provide you with 90-day access to an online recording of the event. You will receive this archive link via email within a few days of the web conference.
Technical Information
- For detailed technical information on the requirements necessary to ensure a smooth session, please read about the system requirements.
- It is important to test your ability to connect to an Academic Impressions web conference. Test your system now
- For additional logistical considerations (including web conference interactivity and audio considerations), please download our web conference instructions (pdf).
Registration
For instant registration, call 720.488.6800 or scroll down and register online.
Make the most of the presentation: invite your whole team to participate from a single location at no additional cost.
Register Online:
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Download A PDF Brochure