COMMUNICATING COMMUNICATING IN STRESSFUL IN STRESSFUL SITUATIONSSITUATIONSVASFAA Conference

May 19, 2014

Colleen MacDonald Krumwiede

colleen@financialaidtv.com

Today’s Objectives…Today’s Objectives…• Discuss effects of stress on

assimilating information

• Identify methods of effective communication

• Review techniques for dealing with stressful communications

• Delve into financial aid case scenarios using these methods

Communicating in Stressful Situations

Ability To Retain Info Ability To Retain Info When Stressed When Stressed • Stress and mental noise can reduce the

ability to process information by up to 80%.

• When people are stressed, they… tend to remember most what they hear first and

last understand information at 4 grade levels below

their educational level actively look for visual/graphic information to

support verbal messages Need 3-4 positives to overcome 1 negativeDr. Vincent Covello as reported by Forbes on 10/03/2013

http://www.forbes.com/sites/kenmakovsky/2013/10/03/1159/

Communicating in Stressful Situations

Effective Effective Communication SkillsCommunication Skills• Listening

• Nonverbal communication

• Managing one’s own stress

• Emotional awareness

Communicating in Stressful Situations

Lawrence Robinson, Jeanne Segal, Ph. D., and Robert Segal, February 2014.http://www.helpguide.org/mental/effective_communication_skills.htm

TrustTrust• They want to know that you care

before they care what you know.  Caring = 50% trust determination   Judged in the first 30 seconds 75% of information about trust is

communicated nonverbally.• Trust

Listening/Caring Competence/Expertise Honesty/Transparency

Communicating in Stressful Situations

Bridging Bridging StatementsStatements• Before we continue, let me take a

step back and repeat that...• With this in mind, if we look at the

bigger picture...• If we take a broader perspective, ..• What all this information tells me

is...• Let me put all this in perspective

by saying...

Communicating in Stressful Situations

Scenario 1: Loans are Scenario 1: Loans are Not Financial AidNot Financial AidStudent: I don’t have much financial aid to cover tuition, let alone books and living. I have a Pell Grant and a school scholarship, but loans – they are not financial aid.

Communicating in Stressful Situations

Scenario 1: Loans are Scenario 1: Loans are Not Financial AidNot Financial AidResponse: If we look at the big picture, loans help you to bridge the gap between your grants, work-study, and what you and your family can afford out of pocket. The federal loan programs have low interest rates. No payments are required while you are in school and most often the government actually pays the interest until the student graduates.

Communicating in Stressful Situations

27.9.327.9.3• 27 words

(total of 27 words for all three key messages, with each key message averaging 9 words in length)

• 9 seconds• 3 messages

Communicating in Stressful Situations

Scenario 2: SAP Scenario 2: SAP NotificationNotificationStudent: I just got an email saying that I’m on SAP probation. I need to stay in school so what now?

Response: You have not met the SAP guidelines. You have two options – complete the SAP appeal process to reestablish eligibility or pay for next semester out of pocket.

Communicating in Stressful Situations

Compassion, Conviction Compassion, Conviction And Optimism (CCO)And Optimism (CCO)• Use when asked a question

with high-emotion Compassion Conviction Optimism

• Examples: I am very sorry to hear about... I believe that... In the future, I believe that …

Communicating in Stressful Situations

Scenario 3: Loss of JobScenario 3: Loss of JobStudent: My father just lost his job. He can no longer help pay for me at school because he doesn’t even have money to pay their mortgage. I’m thinking of dropping out. What happens to my financial aid if I leave?

Communicating in Stressful Situations

Scenario 3: Loss of JobScenario 3: Loss of JobResponse: I am so sorry to hear about your dad’s job loss. Before you consider leaving school, can I walk you through an appeal process to explain your change in situation so we can consider your family’s change in income to consider awarding more financial aid? Our office has helped other students with like circumstances to award more financial aid to keep them in school.

I Don’t Know TemplateI Don’t Know Template• Repeat the question the person

asked

• Say you don’t know/can’t answer/wish you could answer*

• Give the reason(s) why you don’t know or can’t answer*

• Indicate follow up with deadline*

• Bridge to what you can say, such as overarching message

Communicating in Stressful Situations

Scenario 4: No VA Scenario 4: No VA Benefits YetBenefits YetStudent: I have not received my VA benefits direct deposit yet. I paid rent for the last 2 months but have not been paying my utilities because I just don’t have enough. Why is it taking so long this semester?

Communicating in Stressful Situations

Scenario 4: No VA Scenario 4: No VA Benefits YetBenefits YetResponse: Sounds like you are asking about when your VA benefits will be disbursed this semester. I wish I could answer this on the spot, but we need to check with the Registrar’s Office to confirm the enrollment certification has been sent. Since their office is closed for a staff meeting currently, I will contact you via email this afternoon.

Communicating in Stressful Situations

False Allegation False Allegation TemplateTemplate• Use when responding to a hostile

question, false allegation, or criticism Paraphrase the question without repeating the

negative Use neutral language Demonstrates the underlying value

Indicate that the issue is important if possible Indicate what you have done, are doing, or will

do to address the issue

• Examples: You’ve raised a serious question about “x”... “x” is important to me... We have done the following to address “x”.

Communicating in Stressful Situations

Scenario 5: Change in Scenario 5: Change in aid aid

Parent: My son’s financial aid for next year is completely different. Your school is just doing a bate and switch because he was such a great athlete and so smart. Now he is here, you assume he won’t leave and you don’t have to help him with as much financial aid. I plan to tell all his friends in school not to come here.

Scenario 5: Change in Scenario 5: Change in aid aid Response: I understand you are concerned about the amount of financial aid your student receives. At our college, we value every student, including your child. When we reviewed your financial aid last year, we used estimated year income because you were not working at the time. This created eligibility for the Federal Pell Grant, FSEOG, and FWS. Since you have reported a new income, we are now using your current income. I would be happy to discuss your financing options if you like.

Exercises for Exercises for EveryoneEveryone

• Pair up with someone sitting near you

• Review this student statement:• Decide what technique you

might use, formulate your response, and share with your partner

Communicating in Stressful Situations

1. Student: The difference between my Expected Family Contribution and the amount I've been awarded is pretty significant. It's completely different at your school versus my other choice. If I sent the same FAFSA info to both schools, why are you being so stingy?

2. Student: Once my parents found out I was pregnant, they said they would stop supporting me and won’t fill out the FAFSA. What can I do?

3. Student: My stepfather refuses to give his financial information for the FAFSA despite the fact my living with them. How can I fill out the FAFSA as an independent?

Communicating in Stressful Situations

Questions?

Connecting SAP & Retention