2002 nais/sss financial aid workshop series mark j. mitchell, nais margie nelcoski, ets school and...
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2002 NAIS/SSS Financial Aid Workshop Series
Mark J. Mitchell, NAIS
Margie Nelcoski, ETS
School and Student ServiceFor Financial Aid
Copyright National Association of Independent Schools 2002
Strategies for Effective Communication with Families
Copyright National Association of Independent Schools 2002
If this is what YOU feel like you’re trying to do...
Copyright National Association of Independent Schools 2002
... and this what THEY feel like you’re doing …
Copyright National Association of Independent Schools 2002
... when this is what you want them to do…
Copyright National Association of Independent Schools 2002
Remember this….
Precision of communication is important, more important than ever, in our era of hair trigger balances, when a false or misunderstood word may create as much disaster as a sudden thoughtless act.
– James Thurber
Copyright National Association of Independent Schools 2002
Typical Forms of Communicating About Financial Aid
One-to-one contact
Printed publications and brochures
Policy and procedures manuals
Letters and correspondence
Presentations
Websites
Other???
Copyright 2002 National Association of Independent Schools
One-to-One Contact
Most conversations are simply monologues delivered in the presence of a witness.- Margaret Miller
In-person
Via telephone
Via email
Copyright 2002 National Association of Independent Schools
Letters and Correspondence
The extent to which you are able to transform your self-concern into “other-concern” will determine your effectiveness in getting others to follow along.- Unknown
Process kick-off
Missing information
Award—met need vs. unmet need
No award—no need vs. no funds
Financial aid waitlist
Copyright 2002 National Association of Independent Schools
Printed Publications and Brochures
It is insight into human nature that is the key to the communicator's skill. For whereas the writer is concerned with what he puts into his writing, the communicator is concerned with what the reader gets out of it.- William Bernbach
Brief overview of what, why and how
Opportunity to disclose total cost of attendance
Profiles and examples of recipients to provide realistic impression of eligibility
Paint a picture with statistics
Carefully consider the target audiences
Copyright 2002 National Association of Independent Schools
Policy and Procedure Manuals
Don't hide your strategy under a bushel. Communicate it throughout your (school). It's better today to disclose too much than too little. -- Joel E. Ross
When your work speaks for itself, don't interrupt. - Henry Kaiser
Written rules with expressed flexibility
Internal version/External version?
Comprehensive but concise
Copyright 2002 National Association of Independent Schools
Presentations
They may forget what you said, but they will never forget how you made them feel.- Carl W. Buechner
Parent-focused
– Review the process, educate
– How it works; expectations
Board-focused
– Demonstrate fiscal integrity
– What we spend; are we meeting our goals?
Staff-focused
– Build awareness, buy-in
– What we do; why it matters
Copyright 2002 National Association of Independent Schools
Websites
Regardless of the changes in technology, the market for well-crafted messages will always have an audience.— Steve Burnett
Easy to find?
Where is financial aid information?
Links to other resources?
– Loan and payment plan providers
– Scholarship organizations
– Financial planning services
Copyright 2002 National Association of Independent Schools
Communicating about Financial Aid Be clear, concise and straightforward
Underpromise and overdeliver
Interpersonal communication skills are essential
– Learn personality types and how to adapt responses
– Anger, conflict management
– Handle objections with empathy
– Saying “No” without finality
– Be mindful of your telephone etiquette
Be sure you have support from leadership and other colleagues
Copyright 2002 National Association of Independent Schools
Communicating about Financial Aid
Do you know what it’s like to complete the process?
Consider how your words and actions can alleviate the stress and complexity associated with the process
Consider how to solve these phenomena:– “Hand holding” – “Broken Record Syndrome”
Before, during, and/or after the process, ask parents what they think or feel about it
Remember and implement the “Golden Rule”
Copyright 2002 National Association of Independent Schools
The “Golden Rule” of Communication
Communicate unto the other person that which you would want him to communicate unto you if your positions were reversed.
– Aaron Goldman