A prospective student excited about maneuvering the college admissions process walks into your office with intentions of learning more about the required steps to become a student at your prestigious institution. You answer all of their questions, your institution has their program of study, you’ve shared internship and study-abroad opportunities. You’ve provided a wealth of information and when they leave, you have all of the confidence they will enroll at your institution for the upcoming semester — until you get that email informing you they have decided to enroll and pursue an academic degree elsewhere.
So, what went wrong?
The lack of regard for two major components that assist in creating an ultimate service experience is how it all began to go wrong. You’re probably asking yourself, what could have possibly happened that caused this student to enroll at another institution of higher learning? Survey says, your body language and tone.
Who cares that you were prompt and accurate in responding to their questions? The display of body language that sends an unpleasant vibe and use of a tone that insinuates little patience can totally undo all of the hard work you’ve put into educating yourself with the information needed to effectively serve them. Even though your institution offers their program of study and a plethora of career and academic opportunities beyond the classroom, your non-verbal and verbal communication carries significant weight in their decision making.
Body Language
Body language has four times the impact on impression than anything that may be verbalized and is an important aspect of communication between faculty, staff and prospective students. It is vital for faculty and staff to recognize and interpret body language signals displayed by prospective students; this tremendously decreases the opportunity of a negative interaction. In contrast, faculty and staff must identify and interpret basic body language signals of their own, as they have a great effect on the overall quality of the student’s service experience. Or in this case, it can affect a prospective student’s intent to enroll.
Tone
