How to set expectations in orientation calls with AI practice

Setting clear expectations during orientation calls is crucial for maximizing the effectiveness of AI practice within your organization. As AI tools become increasingly integrated into various workflows, understanding how to communicate their purpose and functionality to new users can significantly enhance user adoption and overall satisfaction. This post explores the importance of setting expectations, the emotional landscape of students, and practical strategies for effective communication during orientation calls.

Understanding the Student Context

The Student's Perspective:
When engaging with AI tools, students often experience a mix of excitement and apprehension. They may feel overwhelmed by the technology's capabilities, fearing they won't grasp its functionalities or that they will struggle to adapt to new workflows. This emotional state can lead to anxiety about their performance and success in using AI effectively.

Barrier Categories:

  • Financial Barriers: Concerns about the cost of AI tools and whether they will deliver a return on investment.
  • Academic Barriers: Uncertainty about their readiness to engage with AI technology, especially if they lack prior experience.
  • Personal Barriers: Feelings of inadequacy or fear of failure can hinder their willingness to embrace AI tools.
  • Systemic Barriers: Confusion around institutional policies regarding AI use and the lack of clarity on how these tools fit into their learning objectives.

What Students Won't Tell You (But Are Thinking):

  • "What if I can't keep up with my peers using this AI tool?"
  • "I don't want to look incompetent in front of my instructors."
  • "Will this technology really help me, or is it just another burden?"

The Institutional Challenge

Policy vs. Compassion Balance:
Balancing institutional policies regarding AI implementation with a genuine concern for student well-being is essential. While policies may dictate the use of specific tools, demonstrating empathy and understanding during orientation can help alleviate student anxiety and foster a positive learning environment.

Common Staff Missteps:

  • Misstep 1: Failing to provide clear, relatable examples of how AI tools will benefit students can lead to confusion and disengagement.
  • Misstep 2: Overloading students with technical jargon without context can create barriers to understanding and acceptance.
  • Misstep 3: Neglecting to address student concerns or questions can lead to feelings of isolation and frustration.

Conversation Architecture

Pre-Conversation Preparation

Know Before You Speak:

  • Student's current status: Understand whether they are new to the institution or transitioning from another program.
  • Previous touchpoints: Familiarize yourself with any prior interactions the student may have had with AI tools.
  • Available resources: Be prepared to share support materials, tutorials, or FAQs related to the AI tools.
  • Policy boundaries: Know the limits of what can be promised or explained regarding the technology.

Set Your Intention:
Before entering the conversation, shift your mindset to one of partnership. Your goal is to empower students by providing them with the knowledge and confidence they need to navigate AI tools successfully.

Opening: Building Trust in 60 Seconds

The Trust Formula:
Acknowledge the challenges students face, validate their feelings, and create a safe space for them to express concerns.

Good Opening Examples:

  • "I understand that learning new technology can feel daunting, but we're here to support you every step of the way."
  • "It's completely normal to have questions about how AI will fit into your studies. Let's explore that together."

Emotional Navigation

Recognizing Crisis Indicators:
During orientation calls, be vigilant for signs of distress or confusion. If a student appears overwhelmed, it's crucial to address their emotional state immediately.

Response Protocols:

  • When to involve counseling: If a student expresses significant anxiety or fear, consider referring them to counseling services.
  • De-escalation for frustrated students: Use active listening techniques and empathetic responses to diffuse tension and reassure them.
  • Support for emotional students: Allow space for students to express their feelings and validate their experiences.

Documentation & Follow-Through

What to Document:

  • Student's stated concerns: Note any specific worries they have about using AI tools.
  • Options presented: Document the resources and support systems discussed during the call.
  • Follow-up date: Schedule a follow-up conversation to check in on their progress and address any further questions.

The Follow-Up Formula:

  • When: Aim to follow up within a week of the orientation call.
  • How: Use the student's preferred communication method, whether that's email, phone, or an in-person meeting.
  • What to Say: "I wanted to check in and see how you're feeling about the AI tools we discussed. Do you have any new questions or concerns?"

By setting clear expectations during orientation calls and addressing the emotional landscape of students, you can foster a supportive environment that encourages the successful adoption of AI practices. This approach not only enhances student confidence but also contributes to higher retention rates and overall satisfaction with the learning experience.