Communicating in Stressful Situations

1. Communicating in Stressful Situations VASFAA Conference May 19, 2014 Colleen MacDonald Krumwiede colleen@financialaidtv.com

2. Communicating in Stressful Situations 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

3. Communicating in Stressful Situations Ability To Retain Info 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 negative Dr. Vincent Covello as reported by Forbes on 10/03/2013 http://www.forbes.com/sites/kenmakovsky/2013/10/03/1159/

4. Communicating in Stressful Situations Effective Communication Skills • Listening • Nonverbal communication • Managing one’s own stress • Emotional awareness Lawrence Robinson, Jeanne Segal, Ph. D., and Robert Segal, February 2014. http://www.helpguide.org/mental/effective_communication_skills.htm

5. Communicating in Stressful Situations Trust • 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

7. Communicating in Stressful Situations Bridging Statements • 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...

8. Communicating in Stressful Situations Scenario 1: Loans are Not Financial Aid Student: Idon’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.

9. Communicating in Stressful Situations Scenario 1: Loans are Not Financial Aid Response: 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.

10. Communicating in Stressful Situations 27.9.3 • 27 words (total of 27 words for all three key messages, with each key message averaging 9 words in length) • 9 seconds • 3 messages

11. Communicating in Stressful Situations Scenario 2: SAP Notification Student: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.

12. Communicating in Stressful Situations Compassion, Conviction 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 …

13. Communicating in Stressful Situations Scenario 3: Loss of Job Student: 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?

14. Scenario 3: Loss of Job Response: 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.

15. Communicating in Stressful Situations I 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

16. Communicating in Stressful Situations Scenario 4: No VA Benefits Yet Student: 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?

17. Communicating in Stressful Situations Scenario 4: No VA Benefits Yet Response: 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.

18. Communicating in Stressful Situations False Allegation Template • 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”.

19. Scenario 5: Change in 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.

20. Scenario 5: Change in 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.

21. Communicating in Stressful Situations Exercises for Everyone • 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

22. Communicating in Stressful Situations • 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? • 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? • 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 asan independent?

23. Connecting SAP & Retention Questions?