Embedded Files
BYU-PATHWAY WORLDWIDE
Introduction
Introduction
Effective student service communication is the foundation of meaningful advisor-student relationships. It involves the exchange of information to address and resolve student concerns while ensuring clarity, efficiency, and empathy. This process is essential for fostering trust, enhancing student satisfaction, and contributing to their overall success. Communication can take various forms, including email and phone calls, and requires a professional yet approachable tone.
Key Principles of Student Interaction
Key Principles of Student Interaction
Understanding and implementing these principles will help create positive and effective interactions with students.
1. Be Human
Use natural, conversational language that matches the tone of the student’s original message.
Incorporate the student’s name to personalize communication.
Avoid overly formal or robotic language unless the situation requires it.
2. Be Timely
Respond promptly to student inquiries.
Equip yourself with resources to find answers quickly or escalate issues efficiently.
Timely responses demonstrate respect and prioritize the student’s concerns.
3. Apologize When Needed
Offer genuine apologies when mistakes occur or when students express frustration.
Acknowledge their concerns, validate their feelings, and address the issue respectfully.
4. Answer All Questions Clearly
Ensure all questions in the student’s email are answered concisely and accurately.
For complex inquiries, review the original message thoroughly to address every concern.
5. Speak Clearly and Concisely
Use bullet points or numbered lists for better readability.
Avoid negative or judgmental phrases.
Use tools like Grammarly to ensure grammatical accuracy and clarity.
Include screenshots or documentation to clarify complex points.
Email Communication Guidelines
Email Communication Guidelines
Our Goal in Email Communication
Our Goal in Email Communication
Our goal while emailing with Students is to be the best help we can be! This includes:
Providing the student with the sufficient information they need to answer their questions and provide them the resources they might need to answer other questions they might have
The more specific and detailed we are when answering the students' questions, the less likely they are to email us back for clarification which means we have more time to help more students.
If the student's initial email is too vague or you can't make sense of their question, you can provide them with the resources you believe could help them but also let them know that they are welcome to email back with a detailed list and explanation of each question or problem they might have and that you are happy to help them
Language, Voice, and Tone
Use clear, respectful, and inclusive language.
Maintain a consistent tone that is relatable, inspiring, and trustworthy.
Avoid aggressive or confrontational language.
Email Etiquette
Start with a greeting and introduce yourself if it’s the first interaction.
Use consistent font style and size throughout the email. For best practice, use Times New Roman, 12pt.
Structure emails with proper formatting, including appropriate spacing between paragraphs.
End with a professional email signature.
Writing Mechanics
Greet the student
Thank them for contacting Advising (if this is your first email thread/reply to them)
Same font style and size in the entire email.
Only 1 enter space between each new paragraph.
Answer each question the student has in an orderly and informative manner.
Professional and kind tone throughout the email
To maintain consistency and professionalism, it's important to capitalize the first letter of the names of our teams. For instance, rather than saying "planning team," it should be written as "Planning Team." Similarly, "Support Agent" should be capitalized instead of "support agent," and "Transfer Evaluation Office" instead of "transfer evaluation office." This simple practice enhances clarity and ensures uniformity in our communication.
Always contain your email signature at the end
Active Listening and Empathy
Active Listening and Empathy
Empathy is the ability to understand and share another person’s feelings. It's about paying special attention to the way the other person is feeling by putting yourself in their shoes to understand where they're coming from.
"Sometimes all a person wants is an empathetic ear; all he or she needs is to talk it out. Just offering a listening ear and an understanding heart for his or her suffering can be a big comfort"
- Roy T. Bennett
Benefits of Empathetic Listening
It helps students feel understood and valued.
It boosts emotional intelligence and enables more effective responses to student needs.
What Empathy is Not
It does not mean agreeing with the student’s perspective.
It does not involve immediately solving the problem without understanding it fully.
Tips for Empathetic Listening
Be genuine and imagine the student’s situation.
Pay attention to both verbal and non-verbal cues.
Reflect on what you sense the student is feeling to validate their emotions.
Steps to Active Listening
Pay full attention to the student’s concerns.
Reflect and validate their feelings.
Respond thoughtfully and respectfully.
Conflict Resolution Techniques
Conflict Resolution Techniques
Steps to Resolve Conflicts
Acknowledge the Issue: Recognize the student’s concern without deflecting.
Apologize Sincerely: Offer a genuine apology when necessary.
Offer Solutions or Next Steps: Provide clear options to address the issue.
Follow-up: Ensure the resolution is satisfactory and confirm with the student.
Phrases to Avoid
Aggressive language: “You always”, “You never", or "You're wrong".
Blame-shifting: “This is your fault” or “You caused this.”
Confrontational questions: “What’s wrong with you?”, “Why can’t you just?” or "Can't you see?".
Page updated
Google Sites
Report abuse