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Admissions Counselor Training
- 1. Admissions Counselor Orientation A Theoretical Introduction to Your New University Presented by: Sarah A. McLaughlin
- 2. Welcome to Orientation! An Overview of the Learning Experience
- 3. Who Are We? First and foremost, to create rapport and share the mission and vision of the college, the Admissions Counselors must be acquainted with the President of the University. If this is not possible, a welcome video of a current employee interviewing the President, will be shown to new hires.
- 4. Meet & Greet The new Admissions Counselors will participate in a one week “Meet & Greet” program. During this training, they will be provided with materials on the college, meet with the staff members of each department, and meet with the Dean of each school of study to learn about the majors offered. During the “Meet & Greet”, Admissions Counselors will learn more of what is expected of them as well as find direction towards helpful campus resources.
- 5. Shadowing The new Admissions Counselor will sit in with each current counselor during their interviews and tours for a week, following the “Meet & Greet” stage. They will be required to take notes and will have a chance after this, to sit down with the counselors and ask questions. Active participation is encouraged, as this will soon be their new role!
- 6. Policies & Procedures Review A seminar will take place where the Admissions Counselor will learn and apply the institute's policies and procedures to their daily jobs. An online assessment test of these important campus guidelines will be given at the end of the seminar. It is mandatory to pass this assessment. The score given will be recorded and placed in their employee file for accountability purposes.
- 7. “Learning is the process whereby knowledge is created through the transformation of experience” (David A. Kolb, 1984) Learning Scenario What is needed to create a sound training module?
- 8. Scenario Overview A new Admissions Counselor has been hired into the University Training process will focus on: Admissions process College specific information Process must be done effectively & efficiently Department of Education New restrictions & policies
- 9. How do Our Learner’s Learn? A quick discovery lesson
- 10. Piecing Learning Styles with Learners Kolb's experiential learning style theory is typically represented by a four stage learning cycle in which the learner 'touches all the bases': 1. Concrete Experience - (a new experience of situation is encountered, or a reinterpretation of existing experience) 2. Reflective Observation (of the new experience. Of particular importance are any inconsistencies between experience and understanding) 3. Abstract Conceptualization (Reflection gives rise to a new idea, or a modification of an existing abstract concept) 4. Active Experimentation (the learner applies them to the world around them to see what results)
- 11. Motivation to Succeed What is the Admission’s Counselors driving force?
- 12. Motivation Creators Individual Motivational Factors: Personal reasons for wanting to help others achieve their educational goals-an inspirational story of their success may inspire motivation within themselves and others To retain their job! This leads to the need for them to: Effectively perform their job Enroll students in the most ethical manner possible Provide potential students with accurate information Answer potential students’ questions correctly
- 13. Feel, Watch, Think, Do Adhering Goals to Evidence of Learning
- 14. Goals & Evidence Goal Relay accurate information to potential students Evidence Reviews by the manager and current Admissions Counselors Pass knowledge assessment test Provider accurate information to secret shoppers Provide superb customer service & satisfaction Evidence Reviews by the manager and current Admission Counselors Role-play with current Admission Counselors
- 15. Goals & Evidence Cont. Goal Ensure that the student is cognizant of all pertinent information Evidence Students are able to recite and implement the college’s expectations Director of Admissions conducts a second interview with each student
- 16. Assessment At the conclusion of training, the Admissions Counselor must pass a knowledge test which will be instituted at the end of the new employee orientation. This test will cover all aspects of what was taught, i.e.; polices & procedures, role-playing scenarios, etc. A survey will also be given at the end of the assessment. This will help the university gauge the effectiveness of the training. Questions posed will ask for suggestions on how to improve this training for future hires.
- 17. Knowledge Test Example What is the college or university’s protocol regarding how much financial aid information an Admissions Counselor can give out? How do you handle a phone caller if they are suspected of being a “Secret Shopper?” If a potential student asks about job placement or how long the program takes to complete can an Admissions Counselor give a definitive answer, why or why not? If English is not the first language of a potential student &/or their parents how do you handle the situation?
- 18. Knowledge Test Example Did you feel the orientation covered all topics thoroughly and efficiently? Was each policy and procedure accurately and correctly explained? Did you feel you received sufficient program specific information? Which part of the orientation did you feel was the most beneficial and why? Which part of the orientation would like to see improvement on and why? Was the orientation facilitator enthusiastic and willing to answer questions? What suggestions do you have to further improve the orientation?
- 19. Questions?
Notes de l'éditeur
- A self-paced study, via an online learning module such as Blackboard, will be provided for participants. It will be expected that they actively participate everyday, for the entire week by making discussion posts. The content of these posts will be a reflection of their big “take-away” for that day. A designated mentor (Senior Admissions Counselor, Director of Admissions) will monitor the discussion posts and respond. Over time, this could also aid in creating a Frequently-Asked Questions list for new hires.
- The new Admissions Counselor will perform role-playing with current counselors, as well as be given a booklet of different situations in which they will have to describe how they would handle the situation. A sample of these situations would include how one would handle a limited-English speaking student, to quote or not to quote potential student salaries upon graduation, the first-time college bound student, etc. These sessions will be recorded and used to help further trainings down the road. With permission from students, certain real-life situations would also be recorded to help aid in the new Admissions Counselor's training.
- A new Admissions Counselor has been hired and this person must be trained on the admissions process as a whole, as well as information specific to the college or university they were hired to work at. This process needs to be presented effectively and efficiently by the trainer. The trainers must create a lesson plan that will allow the new Admissions Counselor to be prepared enough to work on their own. Depending on the time of year hired, he or she may be thrown into the position without the proper time to train. With the advent of new restrictions, policies, and procedures set forth by the Department of Education; full disclosure and product knowledge needs to be presented to the prospective student correctly. Drawing upon Kolb’s learning styles, it will be imperative to closely follow
- Knowing a person's (and your own) learning style enables learning to be orientated according to the preferred method. That said, everyone responds to and needs the stimulus of all types of learning styles to one extent or another - it's a matter of using emphasis that fits best with the given situation and a person's learning style preferences. Kolb's learning theory sets out four distinct learning styles, which are based on a four-stage learning cycle.Kolb explains that different people naturally prefer a certain single different learning style. Various factors influence a person's preferred style. For example, social environment, educational experiences, or the basic cognitive structure of the individual. When orienting Admissions Counselors to a new position, oftentimes there is not enough time to discover what style they are and tailor an orientation specifically for them. It is suggested that Kolb’s idea is presented to them as an introduction/ice-breaker to the new training orientation.
- The learners’ motivation is first and foremost to keep their job. This is evidenced by the fact they are participating in the intense training. Secondly they are motivated to learn because in order to effectively do their job they must give out accurate information. Misinformed students can result in as little as nothing or up to a lawsuit. The Admissions Counselor must be compliant in all aspects of the admissions process. Individual factors may also be working against the motivation of the trainees. For one, a person in the position of Admissions Counselor must have a specific reason for doing so. This is not a “luxury” position where one can admit and exclude students at their free will. A Counselor must be “on at all times” and be able to adapt to a variety of social situations. They must also know that colleges are struggling to keep enrollments strong. One that may not have been considered a probable prospect for admission must be turned into a prospect that is. The Admissions Counselor is responsible for making sure all loose ends are taken care of without doing it for the student. Secondly, preconceived notions of the future Admissions Counselor can get in the way of caring properly for a student’s needs. For example, and Admissions Counselor may “give up” on a prospect because they are not understanding certain forms, educational requirements, etc. This can be viewed as a student not being ready to undertake the requirements of college. What this really translates into is possibly this particular student is the only person who has attended college in their family and is overwhelmed by the process or, that English is not their first language. This can be a motivation-killer of inexperienced Admissions Counselors who want the “easy, perfect, enroll-able student.”
- The Admissions Counselor’s manager will sit in on their interviews and tours once a month, for the first six months, to ensure the correct information is being given. The new Admissions Counselor will also be required to pass an assessment on knowledge of the school and the admissions process. This assessment will be a requirement of “going live” (i.e. working as an Admissions Counselor). After the 90-day probation period, “secret shoppers” will contact the Admissions Counselor, pretending to be an enrolled prospect. Key indicators the shoppers will look for are adherence to the admissions process, i.e.; following all components of the interview, tour, financial process, etc.
- As evidence, it will be important that the student recite the college’s expectations and apply them to their own success within the school. The student will also be able to provide in-depth examples of what is expected of them at this university. To demonstrate that the student retained the information the Admissions Counselor provided, a second interview will allow the Director of Admissions to ask the student pertinent questions in which the information had to have been previously delivered and discussed by the Admissions Counselor. In itself, this is a real-time mini assessment.
- The Admissions Counselor’s manager will sit in on their interviews and tours once a month, for the first six months, to ensure the correct information is being given. The new Admissions Counselor will also be required to pass an assessment on knowledge of the school and the admissions process. This assessment will be a requirement of “going live” (i.e. working as an Admissions Counselor). After the 90-day probation period, “secret shoppers” will contact the Admissions Counselor, pretending to be an enrolled prospect. Key indicators the shoppers will look for are adherence to the admissions process, i.e.; following all components of the interview, tour, financial process, etc.
- The Admissions Counselor’s manager will sit in on their interviews and tours once a month, for the first six months, to ensure the correct information is being given. The new Admissions Counselor will also be required to pass an assessment on knowledge of the school and the admissions process. This assessment will be a requirement of “going live” (i.e. working as an Admissions Counselor). After the 90-day probation period, “secret shoppers” will contact the Admissions Counselor, pretending to be an enrolled prospect. Key indicators the shoppers will look for are adherence to the admissions process, i.e.; following all components of the interview, tour, financial process, etc.
- The Admissions Counselor’s manager will sit in on their interviews and tours once a month, for the first six months, to ensure the correct information is being given. The new Admissions Counselor will also be required to pass an assessment on knowledge of the school and the admissions process. This assessment will be a requirement of “going live” (i.e. working as an Admissions Counselor). After the 90-day probation period, “secret shoppers” will contact the Admissions Counselor, pretending to be an enrolled prospect. Key indicators the shoppers will look for are adherence to the admissions process, i.e.; following all components of the interview, tour, financial process, etc.