Lesson 4.3: Student Communication
Duration: 15 minutes | Template-Based Communication
💡 Key Takeaway: Templates ensure professional, consistent communication. Personalize with student’s name and specific details, but use templates as your foundation for all student contact.
Template Library Organization
📚 How Templates Are Organized
Access templates via: Ctrl+T or “Templates” menu → Organized in 6 categories:
🚨 Category 1: URGENT (Red)
Time-sensitive compliance matters:
- “Attendance Breach – Formal Notice” (below 80%)
- “Visa Rejection – Document Request”
- “Immediate Action Required”
⚠️ Category 2: WARNINGS (Yellow)
Early intervention alerts:
- “Attendance Warning – Early Intervention” (75-79%)
- “Academic Support Available” (first failure)
- “Document Reminder – Follow Up”
📋 Category 3: ADMINISTRATIVE (Blue)
Routine requests and updates:
- “Document Request – Application”
- “Offer Letter Sent”
- “Enrollment Confirmation”
- “CoE Generated – Next Steps”
- “Address Update Required”
🤝 Category 4: AGENT COMMUNICATION (Purple)
Templates for agent contact:
- “Agent – Document Request”
- “Agent – Application Status Update”
- “Agent – Student Concern”
💰 Category 5: FINANCIAL (Teal)
Payment and refund communication:
- “Payment Confirmation”
- “Fee Breakdown Explanation”
- “Withdrawal Request Acknowledgment”
✅ Category 6: GENERAL SUPPORT (Green)
General inquiry responses:
- “Welcome to [Institution]”
- “General Inquiry Response”
- “Thank You for Your Inquiry”
Personalization Best Practices
✏️ How to Personalize Templates
Templates have merge fields that auto-fill. You add the personal touches:
🔄 Auto-Filled Fields (System Does This)
[Student First Name]→ Student’s preferred first name[Student Full Name]→ Legal full name[Course Name]→ Enrolled or applied course[Current Date]→ Today’s date[Your Name]→ Your staff name[Your Email]→ Your contact email
✍️ What YOU Add (Personalization Points)
1. Specific Details
Example: “Attendance Warning” template has: “Your attendance is currently [X%]”
→ You insert the actual percentage: “Your attendance is currently 77%”
2. Contextual Information
Example: “Academic Support” template says: “Your teacher [Teacher Name] is available for consultations”
→ You insert: “Your teacher Ms. Sarah Chen is available for consultations”
3. Reference Previous Contact
Example: “Follow-up” template
→ Add: “Following our conversation on Monday about your IELTS results…”
4. Empathy/Acknowledgment
If student mentioned challenges in previous email
→ Add: “I understand adjusting to study in a new country can be challenging…”
Tone and Professionalism
🎭 Matching Tone to Situation
| Situation | Tone | Example Opening |
|---|---|---|
| Welcome / General Inquiry | Warm, Friendly | “Thanks for your interest in studying with us!” |
| First Warning (Yellow Alert) | Supportive, Helpful | “I’m reaching out because I want to help you stay on track…” |
| Formal Notice (Red Alert) | Professional, Serious | “This is formal notification that your attendance is below requirements…” |
| Document Request | Clear, Direct | “To continue processing your application, we need…” |
| Good News (Offer, CoE) | Positive, Excited | “Great news! We’re pleased to offer you a place…” |
💡 Golden Rule: Templates set the baseline tone. You can adjust warmth within that range, but never change the formality level (e.g., don’t make a formal notice “friendly”).
When to Customize vs Use Standard Templates
⚖️ Decision Framework
✅ USE STANDARD TEMPLATE
- Routine administrative tasks
- Compliance-related communication
- First contact about an issue
- Anything requiring formal notice
- Clear yes/no situations
- Time-sensitive matters
- When you’re unsure
Why: Consistency, compliance, speed, accuracy
✏️ CUSTOMIZE TEMPLATE
- Complex/unique situations
- Follow-up to previous conversation
- Student expressed specific concerns
- Compassionate circumstances
- Multiple issues to address
- Building ongoing relationship
- After escalation (with guidance)
How: Start with closest template, modify 30-50% of content
❌ NEVER Write From Scratch:
Even for unique situations, start with a template as foundation. Writing from scratch risks: missing compliance language, inconsistent tone, errors in process steps, or omitting required information.
Practical Examples: Before & After
📧 Example 1: Document Request
❌ TOO GENERIC (Don’t Send This):
Hi [Student First Name],
We need some documents from you to continue processing your application.
Please send them as soon as possible.
Thanks,
[Your Name]
Problem: Doesn’t specify which documents, no deadline, no format guidance.
✅ PERSONALIZED TEMPLATE (Perfect!):
Hi Wei,
Thanks for your application for the Diploma of Business.
To continue processing your application, we need the following documents:
- English test results (IELTS, TOEFL, or PTE Academic)
- Certified copy of your high school certificate
Please upload these to your student portal by Friday, February 7th. If you have any questions about document requirements, I’m happy to help!
Best regards,
[Your Name]
Good: Specific documents listed, clear deadline, helpful tone, includes course name.
📧 Example 2: Attendance Warning
✅ TEMPLATE WITH PERSONALIZATION:
Hi Maria,
I’m reaching out because your attendance has dropped to 77%, which is below the 80% requirement for international students on student visas.
[Personalization added:] I noticed you’ve missed 4 classes in the last 2 weeks. Is everything okay?
We want to support you in getting back on track. Please contact me within 2 business days so we can discuss how to help.
Kind regards,
[Your Name]
Good: Uses template structure, adds specific pattern observation, shows concern, maintains supportive tone.
🎓 Key Takeaways
- Templates organized in 6 color-coded categories: Urgent, Warnings, Administrative, Agent, Financial, General
- System auto-fills merge fields (names, dates, courses) – you add specific details
- Four personalization points: Specific details, contextual info, previous contact reference, empathy
- Match tone to situation: Warm for welcomes, supportive for warnings, formal for notices
- Use standard templates for routine/compliance matters; customize for complex/unique situations
- Never write from scratch – always start with a template as foundation
- Good communication: Specific, timely, personalized within professional boundaries
✓ Lesson Complete! Next: Changes & Variations