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"Effective Branching Techniques and Understanding the Importance of The Gap" Webinar Question

Hi there, 

When listening to this webinar, I noted the importance of open questions in both ascertaining the student's desired and present state and helping them to bridge that gap. I was curious if anyone has any tips or stories on balancing these with closed and clarifying questions to help fully understand the desired and present state and how to get from one to the other. In my experience, people are often willing to share their experiences when faced with an open question, but the responses can sometimes be tangential and get away from the information that the advisor needs to know. What strategies do others employ to be responsive to the student's answers to open questions and their description of their present state while also keeping the conversation on track? Thanks, and looking forward to your responses! 

User User
asked 09/10/2021 20:39
  • open questions

endorsed by
  • Jim B.
  • Dr. Jean Norris
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Rebecca T
replied 12/22/2021 21:27

After listening to the webinar, I've made a note to myself to "Pause" to give the applicant a chance to reflect on the conversation and ask questions.  I know how important this element of building a relationship can enhance the applicant's experience.  I'm gaining an true understanding of the applicant's goal during the conversation.  Thanks!

Jim B.
replied 01/19/2022 17:42

Hi Rebecca, Thank you for your response. Did you actually write "Pause" on a sticky and place it somewhere where you can see it?  It could be helpful as a reminder. :-)  And, yes, it's all about building relationships with your prospects. Nothing more important. Even if they do not attend because it was determined to not be a good fit, they may still send referrals your way due to the positive experience and they relationship you established with them, which in turn, increases your networking and referral opportunities. Good luck, and thanks again!  

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Kelly G.
replied 09/14/2021 20:57

Oh this is a good one Tyler! I feel like when appointments started to go off track, was when I became an "active talker" and not an "active listener" and things went sideways. 

For me a great tool is to to ask an open ended root question to get them to talk, and ask follow up questions that are actually related to that root. It helped the appointment flow but it still allowed for each conversation to be different because people's responses were so different to each other. And when I focus on truly listening to the responses, and their body language I am truly able to learn about the student's needs and wants and keep on track.

Thanks for asking!  

User
replied 09/16/2021 22:36

Hi Kelly, 

Thanks for your comment, I definitely know what you mean about how you can talk the appointment right off track. And I get what you mean about starting open-ended and then continuing along that root to help guide the remainder of the interaction. The body language is sometimes very difficult to get as relational data during the pandemic while we are conducting appointments virtually, but it makes things like word choice and intonation that much more important. Thanks again! 

Kelly G.
replied 09/29/2021 12:26

Absolutely Tyler! 

When I first started working in higher education, I worked in an online call center and this was before zoom/teams/goto/etc. became a regular tool to use to connect with students.  We never got to see our students until they graduated, so we were forced to "listen harder" from the beginning. Honestly, it was the only thing we could do, so whenever I can't sit in front of my students I try to focus in on a couple things to help the conversation. First off, I really pay attention to the delay in my asking a question to their answering of the question. I then try to understand what type of delay was it, is it a "I am really thinking about the response," is it "I don't really understand that question," or is it, "why does she need to know that?" From there I can usually determine my appropriate branching next question to hopefully draw them back into the conversation. 

Also, I have found that overtime and a LOT of practice, I love the silence. I no longer try to fill in the gaps, instead I just stop talking and let them take the reins because then my branching techniques become more personal and less process-driven, if that makes sense.  

Thanks again for another great conversation starter!

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Last Activity 01/19/2022 17:42

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