Learn the positive, professional and effective ways to handle the difficult and emotional situations faced by financial aid and other student service representatives. Students are not always right but there is always a right way to handle the situation. Financial aid representatives are often tasked with acting as a school’s collection agent, and it is never easy telling students that financial issues may interrupt their academic momentum. Poor communication and the wrong attitude can derail a student entirely.

1. Presented by:
COSMO WOLLAN
BEING RIGHT WITHOUT BEING RUDE
STUDENT COMMUNICATIONS EXPERT
BEING RIGHT
WITHOUT
BEING RUDE
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.

2. BEING RIGHT WITHOUT BEING RUDE
IN SCHOOL,
JUST LIKE IN BUSINESS,
THE CUSTOMER IS NOT ALWAYS RIGHT…
BUT THERE IS ALWAYS A RIGHT WAY TO HANDLE IT.
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.

3. BEING RIGHT WITHOUT BEING RUDE
Financial Aid representatives often encounter
DIFFICULT and EMOTIONAL student situations…
TUITION PAYMENTS
FUNDING QUESTIONS
STUDENT LOAN
ISSUES
HOW THEY HANDLE THE STUDENT can be as important
as how they resolve the situation.
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.

4. BEING RIGHT WITHOUT BEING RUDE
Student Services representatives are often tasked with
acting as a school’s COLLECTION agent…
Telling students that financial issues
may INTERRUPT their academic momentum.
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.

5. BEING RIGHT WITHOUT BEING RUDE
Poor communication and the wrong attitude
can DERAIL students entirely.
The right approach can keep your students
ON TRACK AND MOVING FORWARD.
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.

6. BEING RIGHT WITHOUT BEING RUDE
How your team handles an unpleasant
or negative student situation can
MAKE OR BREAK
THAT STUDENT’S EXPERIENCE
Make sure that the student service and advisor interaction you
offer is of the same HIGH QUALITY as the education you provide.
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.

7. BEING RIGHT WITHOUT BEING RUDE
Being Right Without Being Rude is available as a
stand-alone 3-hour seminar or can be incorporated as
a 3-hour segment of a larger scope training program.
Seminar groups should be no larger than 20-25
participants for optimum interaction.
All university Financial Aid and Student Services
representatives who handle any form of collections or
provide conflict resolution can benefit from this training.
Many student financial issues are easily resolved –
unfortunately many are not. Your students’ success may
rest in how those issues are handled.
CAN YOU AFFORD FOR YOUR TEAM TO BE UNPREPARED?
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.

8. BEING RIGHT WITHOUT BEING RUDE
THANK YOU.
WE LOOK FORWARD TO WORKING WITH YOU.
Cosmo Wollan
Student Communications Expert
Senior Training Executive
Communication ExcellenceSM
Office: 754.300.9678 Cell: 305.788.2469
Cosmo@CommunicationExcellence.biz
©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.