As the cost of attending college continues to rise, so too do the stresses faced by financial aid workers who process the paperwork for the money college students depend on.

Financial aid workers have to break bad news to students quite often, and if that’s not handled well, could put them at risk of assault.

Our guest today is Mark Gotsch. He is a Customer Service Consultant who specializes in collegiate financial aid. He’s also is a Vistelar trainer who teaches Verbal Defense & Influence to organizations around the country.

Mark talks today about how using Showtime can set a conversation on a healthy path. By remaining professional, financial aid workers can cut through the emotions and confusion surrounding aid so they can answer student questions.

By taking this communication approach, you can better communicate even in high stress conversations.


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