Norma Alvarado

I learned new tips for voicemails, and using different techniques by varying my approach.

Tips for rescheduling the no show appointments and being persistent.

Be prepared to be in the right environment, distraction-free. This will help focus on the customer and ask the right questions.

The importance of gathering information and building rapport. Also, sounding sincere and show you truly care about the prospect and you want to help.

Understanding the four Levels of communication.

Active listening can be successful if you truly desire to help and understand. When we are actively listening, you are also building trust with the student. 

The importance of listening and recapping students' goals not our goals. Reading body language and not forming opinions on what students are saying.

Asking open and ended questions, listening carefully, body language and reflecting and recapping what student has said to remind their goals. Also, we shouldn't form opinions on how a student is dressed or what the student says. Seek to understand.

I learned there is different methods of communication and identifying the most common forms of communication to help a student succeed. 

The consequences of not following the rules and regulations can seriously impact the institution, staff and students!