This seminar is designed to improve your institution’s level of service to students and outlines strategies and techniques to increase staff effectiveness with students. Service responsiveness to colleagues is emphasized as well.
The College and Its Mission
- How to project a positive college image
- Steps for projecting a professional image
- Create an image checklist
- What are the priority service issues
- Understanding the quality-service issues
Defining Good Student Service
- Who are my "customers?"
- What are the components of exceptional student service? Identify the pillars of quality service
- Understand the guidelines for increasing effectiveness in communications
The Impact of Teamwork on Service
- Importance of teamwork to individuals
- Elements of successful teams
- How to be a good leader and a good follower
- Steps for working as a team and improving the service provided to students and families
- What people want
- What people avoid
- Learn the games people play
How to Be a More Effective Communicator
- The best interactive skills
- What are the counterproductive behaviors staff need to avoid
- Delivering the difficult message
- Managing conflict with flexibility and resolution
Make Technology Work for You
- How technology shapes the workday
- Dealing with technological advances that work for you and against you
- How technology impacts other people
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What your staff will learn »
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Who should attend »
Click here to view the presenters' bios »
"Overall the Adult/Graduate SMART training was really good. Very beneficial and helpful for improving sales skills and relationship building skills."
Manager, CAPS and Graduate Admissions, Friends University
"I would definitely recommend this and will try to work this into our budget each year."
Interim Associate VP for Enrollment, Marketing and Communications, Friends University
"Yield Boot Camp is worth the cost. As a Director of Admissions your staff will benefit."
Director of Admissions, Cleveland Institute of Art
"I just wanted to follow up and say thank you for the training last week. I got to use most of the skills I learned last week in my visits. It has helped me with my selling skills and connecting with students better."
Assistant Director of Freshman Admissions at Southern New Hampshire University
"I wanted to take a moment to thank you for the practical training you provided us these past few days. The information, skills, and techniques you provided will help myself and the admission team become better recruiters. The presentation was organized and well put together!
I know I have already put many of the techniques you mentioned to practice in order to avoid the "Thursday Morning Rule".
Thank you again for everything!"
Assistant Director of Undergraduate Admission, Saint Leo University
"We've had some enrollment challenges at my institution recently, which is one of the main reasons I brought Dave Black in to conduct the SMART workshop with my staff to help them become recruiters. Besides being exceptionally engaging and interactive, Dave provided us with several pearls of wisdom about how to be more student focused in our recruiting and the importance of developing relationships with the students we work with. The best part is that many of the things he covered with us will be fairly easy to incorporate into our daily work with students and should pay huge dividends down the road. The bottom line is I would highly recommend PSL's SMART workshop to any Director of Admissions looking to take his recruitment team to the next level!"
Director of Admissions and Outreach, Metropolitan State University of Denver
"Yield Boot Camp has allowed our team the opportunity to see the big picture and the small slices of our work and how to do the best job for the institution."
Vice President of Recruitment and Marketing, Bethany College in Lindsborg, KS
"I have about 2 pages of bullet points to work on! This is definitely something enrollment offices should consider. Its good information for new counselors and important reminders of basics and encouragement of new strategies for experienced counselors."
Director of Admissions, Mount Marty College in Yankton, SD
"I hoped to get the staff engaged in conversations about recruiting effectively, learning techniques and concepts they were unfamiliar with. Dave did a great job drawing everyone out and holding their attention. This is what we needed. I would tell other VPs and Directors to do this seminar."
Associate Vice President of Enrollment Management, Mitchell College
"As a middle manager, consultants provide significant services. A good consultant gives you credibility with your administration and with your staff. Whether it's helping you align with best practices or affirming the messages and plans you have in place, the consultant helps to establish consensus and enthusiasm for the job. Jeanne has energized our recruitment staff by providing practical tools and challenging them to be better Admissions Counselors."
Director of Admissions , Indiana Wesleyan University
"What a great opportunity for our office to grow as a team. Everyone came away 'charged' and feeling that we have a focus. It really was a terrific learning experience."
Associate Dean for Admissions and Financial Aid
"This SMART workshop made me critically think about different populations that we work with and the importance of individualizing their needs."
"The SMART workshop is worth the time if you are trying to learn how to approach this in a different light."
"SMART is a good review for enrollment teams and put everyone on the same level."