Complex Financial Aid Information to Todays Student Dr. Karemah - - PowerPoint PPT Presentation

Effectively Communicating Complex Financial Aid Information to Today’s Student

• Dr. 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,

• r 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
• n 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
• Email
• RoboCall
• Text Messaging
• Student Portal
• Social Media

Websites

Pros

• Easily Accessible
• Always Available
• Ability to Provide Lots
• f 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
• verload

Different Communications Sent

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

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

Financial Aid Videos

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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