As part of a major effort to improve its negative image among students and to raise staff morale, the Financial Aid Office at the University of North Carolina at Greensboro (UNCG) undertook a series of projects to upgrade its services. In addition, the office set out to become a "warmer, friendlier" place for student applicants. This article reports on one of the projects to improve the communication climate-a training program in listening which included personal videotaping of staff members, followed by feedback for the staff and a handout for students to help facilitate a more successful interview. While the overall effort continues, initial response to the changes has been highly positive.
Glenn, Ethel C. and Ingle, Marleen B.
"Improving Listening in a Financial Aid Office,"
Journal of Student Financial Aid: Vol. 23
, Article 2.
Available at: http://publications.nasfaa.org/jsfa/vol23/iss2/2