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Helen Nunn Director of Financial Aid Susquehanna University Bonnie Lee Behm

Getting Back in the Ring: Building Resiliency in Financial Aid Professionals PASFAA Harrisburg, PA October 30, 2012. Helen Nunn Director of Financial Aid Susquehanna University Bonnie Lee Behm Director of Financial Assistance Villanova University. Overview . A few words from the Experts:

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Helen Nunn Director of Financial Aid Susquehanna University Bonnie Lee Behm

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  1. Getting Back in the Ring: Building Resiliency in Financial Aid ProfessionalsPASFAAHarrisburg, PAOctober 30, 2012 Helen Nunn Director of Financial Aid Susquehanna University Bonnie Lee Behm Director of Financial Assistance Villanova University

  2. Overview • A few words from the Experts: • Keeping Good People: Strategies for Solving the Dilemma of the Decade • Zapp! The Lightning of Empowerment • Applying these principles to the real world • Hiring the right people • Communication • Mentoring • Staff expectations • Creating positive condition for staff to re-energize

  3. Keeping Good People: Strategies for solving the Dilemma of the Decade • The Value of Good People • Set the pace • Motivate others • Reliable, persistent • Bring expertise • Supervisors of Good People are the critical link between the mission and the execution • So, hire the right people and learn how to keep them!

  4. Zapp! Zapp! The Giving of Power Sapp TheTaking of Power

  5. Zapp! When you are Sapped you feel like… When you are Zapped you feel like… • Your job belongs to the company • You are just doing whatever you are told • Your job doesn’t really matter • You don’t know how well you’re doing • You always have to keep your mouth shut • Your job is something different from who you are • You have little or no control over your work • Your job belongs to you • Your are responsible • Your job counts for something • You know where you stand • You have some say in how things are done • Your job is a part of who you are • You have some control over your work

  6. ZAPP! not SAPP The First three steps to Zapp! • 1. Maintain employees self esteem • 2. Listen and Respond with Empathy • 3. Ask for Help in Solving Problems • Offer Help Without Taking Responsibility

  7. Personality Traits of the Happy Financial Aid Staff… • Some they bring with them, others they learn • Work independently and as part of the team • Communicate effectively • Can manage change • Like the variety of the work • Like learning • Like teaching • Can defuse or channel stressful situations • Don’t take it personally

  8. Hiring the right people • Look for people with enthusiasm for the work • Look for skills that aren’t already part of the team so you can build a stronger team with new skill sets • They can learn, right? • Involve staff in the hiring process • Important to them to want the new person on their team

  9. Communication • Employees should be able to say ‘YES’ to these questions… • Do I know what is expected of me? • Do I have the materials and equipment I need? • Do I have the opportunity to do what I do best? • In the past 7 days, have I received recognition or praise for my work? • Does my supervisor, or someone at work, care about me as a person? • Is there someone who encourages my development?

  10. Mentoring • Be a mentor yourself or help staff connect with another mentor (in or outside of your organization) • Teach • Share • Explain • Encourage

  11. Staff expectations • Understanding the institution’s mission and where they fit in the “bigger picture” • Autonomy • Trust • Attention • Feeling good about what they do and that it makes a difference • Opportunities for advancement, better pay, benefits, professional development

  12. Create Conditions for staff to re-energize Professional Development Membership on Committees Growth/Promotion Opportunities Create Open Climate

  13. Create Conditions for staff to re-energize Use technology to make things work better Look at the work day / office differently Celebrate success – Have fun!

  14. References Collins, Jim (2001). Good to Great, Why Some Companies Make the Leap…and Others Don’t, New York, NY: HarperCollins Publishers, Inc. Herman, Roger E. (1997). Keeping Good People, Strategies for Solving the Dilemma of the Decade, Summerville, NC: Oakhill Press. Osland, Joyce S., Kolb, David A., Rubin, Irwin M. Turner, Marlene E. (2007). Organizational Behavior, An Experiential Approach, Upper Saddle River, NJ: Pearson Press. William C. Byham, Ph.D.(1989) Zapp! The Lightning of Empowerment, Pittsburgh, PA: Development Dimensions International Press.

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