Playing Well With Others

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Playing Well With Others

• Sandy Calhoun, Colorado State University
• February 2008
• SASFAA Conference

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Why do we need to play well with others?

• Provides better student service
• Offices are no longer silos
• Systems are more connected
• Students will demand it
• Upper management will demand it
• It is the right thing to do

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• It used to be that effectiveness was measured in
  part by a persons ability to be autonomous and
  protect his or her boundaries. Now,
  effectiveness is dependent on a persons ability
  to develop and maintain cross-boundary
  relationships and see the whole system.
• Systemic Leadership
• Kathleen Allen Cynthia Cherrey

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Who are primary playmates?

• Admissions
• Student Accounts/Bursar
• Registrar
• Academic Advising
• Any office on campus

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Where are conflicts likely?

• Admissions
• Student Accounts/Bursar
• Registrar
• Academic Advising
• Any office on campus

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What are common issues?

• SAP
• Withdrawals
• Enrollment verification
• Changes in registration
• Tuition assessment
• Sharing data
• Residency
• Others

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Before there is an issue

• Network, network, network
• Cooperate when you can
• Do not cry wolf
• Announce call transfers
• Walk a student to another office
• Attend other office staff meetings
• Promote interaction at all staff levels

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Preparing an argument

• Use data, not just antidotes
• Focus on what is best for students, not what is
  best for your office
• Go global in describing the problem
• Do not use financial aid jargon
• Decide what your bottom line is
• Use the auditor for support

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Steps in the conversation.

• Start with appreciation
• State the problem
• How do you see it?
• What can we do?
• Help me understand
• Summarize the outcome

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During the conversation.

• Suggest solutions, not just problems
• Automate processes to avoid, I forgot
• Keep it simple
• Dont get personal
• Work toward outcomes
• Look from the other office point of view
• If you are getting a no, back out before you
  get it, if appropriate

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After the conversation

• Document the outcome
• Be gracious
• Do you need a third party?
• Document for superior, if necessary
• Follow up with e-mail on progress

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Discussion