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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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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

overview
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
keeping good people strategies for solving the dilemma of the decade
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!
slide4
Zapp!

Zapp!

The Giving of Power

Sapp

TheTaking of Power

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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
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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
personality traits of the happy financial aid staff
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
hiring the right people
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
communication
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?
mentoring
Mentoring
  • Be a mentor yourself or help staff connect with another mentor (in or outside of your organization)
    • Teach
    • Share
    • Explain
    • Encourage
staff expectations
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
create conditions for staff to re energize
Create Conditions for staff to re-energize

Professional Development

Membership on Committees

Growth/Promotion Opportunities

Create Open Climate

create conditions for staff to re energize1
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!

references
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.