Post on 05-Jul-2020
Effectively Communicating Complex Financial Aid Information
to Today’s StudentDr. Karemah Campbell Manselle
Associate Director
University of Central Florida
Overview
• Communication Models
• Encoding and Decoding the Message
• Optimizing Modalities
• The Future of Communicating With Students
Communication Theories
Communication Definition
• Communication- a process by which information is exchanged between individuals through a common system of symbols, signs, or behavior
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Challenges to Effective Communication
• Assuming the Message is Understood
• Reacting Instead of Responding
• Treating Everyone the Same Way
• Poor Encoding
• Failure to Adequately Decode
• Medium Selection
• Communication Noise
The Message
What Types of Messages Do We Send?
Informational
• Outlines Rules or Regulations
• Changes
• Provides Details
• No Action Required on Receiver’s End
Instructional
• Provides Information
• Outlines Steps
• Receiver Must Take Action
• Sender Must Clearly Outline Actions Required
Challenges to the Message
• Conflicting Messages
• Use of Jargon
• Oversaturation
• Bad Timing
• Information Overload
Communication Activity
Overcoming Challenges
• Review Communications for Clarity
• Define Jargon or Use Other Words When Possible
• Determine If the Communication Is Truly Necessary
• Consider Other Messages Being Sent At/Around the Same Time
Receiving the Message: Effective Listening • Make Eye Contact
• Be Attentive Yet Relaxed
• Be Open-minded
• Try to Visualize the Message
• Don’t Interrupt
• Wait for A Pause and Repeat What You Heard For Understanding
• Be Empathetic
Be Mindful of Your Non-Verbal Communication
• Body Language and Facial Expressions Should Complement Verbal Message
• Adapt Non-Verbal Expressions to the Situation
• Non-Verbals Should Not Distract from The Message
Modalities
How Do You Send Your Message(s)?
• Website
• RoboCall
• Text Messaging
• Student Portal
• Social Media
Websites
Pros
• Easily Accessible
• Always Available
• Ability to Provide Lots of Information
• Bridges Culture Gap
• Open Access
Cons
• Information Overload
• Difficult Navigation
• Complex Language
• Aesthetics
Mail/Email
Pros
• Easy to send
• Tangible Information
• Can be reviewed later
• Can be Sent to Targeted Populations
Cons
• Receiver must open message
• Communication overload
Different Communications Sent
0
10
20
30
40
50
60
70
80
90
8/5/2016 9/5/2016 10/5/2016 11/5/2016 12/5/2016 1/5/2017 2/5/2017 3/5/2017 4/5/2017 5/5/2017 6/5/2017 7/5/2017
Number of Different Communications Sent
Emails Sent
0
10000
20000
30000
40000
50000
60000
70000
80000
90000
8/5/2016 9/5/2016 10/5/2016 11/5/2016 12/5/2016 1/5/2017 2/5/2017 3/5/2017 4/5/2017 5/5/2017 6/5/2017 7/5/2017
Number of Completed Communications
RoboCalls
Pros
• Targeted Populations
• High Success Rate
• Ease of Sending Message
*Over 15,568 Completed Calls
Cons
• Robocalls are Perceived as Intrusive
• Limited Time To Send Message
• Receiver May Not Hear Message in its Entirety
Using Text Messaging
• Timing is Essential
• Do Not Oversaturate
• Queuing System Enhancement
• Limited Characters
• Costs for Receiver
• Students Always Have Their Phones
Social Media
• Preferred Medium of Students
• 94% of FTICs Utilize SM
• Facebook Still Popular
• Constantly Changing
Shaking it Up… Doing Things a Bit Differently
The Future of Communicating With Students
• Meet them Where They Are
• Use Technology to Your Advantage
• Determine When Your Message is Informing Vs. Instructing
• Determine Which Modality Appropriately Delivers Your Message
• Provide Resources to Reinforce Your Message
• Enhance Your Sending and Receiving Skills
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