A Guide for Admissions Officers and Academic Advisors
If you work in higher education, chances are you’ve had a conversation like this:
- “I’m not sure this is the right place for me.”
- “My parents want me to go somewhere else.”
- “I just don’t know if college is worth it right now.”
And maybe your instinct is to jump in with a pitch – talk about the value of your institution, the scholarship opportunities, the rankings, the outcomes. You’ve got facts. Stats. A killer virtual tour.
But they’re not listening.
Because you skipped the most important part of the conversation.
You skipped the bond.
That’s where LAER: The Bonding Process® comes in.
What is LAER®?
LAER® is a four-step communication model developed by Carew International to help professionals move from transactional conversations to relationship-driven ones.
Here’s the breakdown:
- L – Listen
- A – Acknowledge
- E – Explore
- R – Respond
Why LAER® Works in Higher Ed
Students (and their families) are making massive decisions – decisions wrapped in emotion, uncertainty, and outside influence. Whether you’re helping them choose your school or stay at your school, your ability to build trust fast makes all the difference.
LAER® helps you slow the conversation down, uncover what’s really going on, and guide someone toward a decision that works for them and your institution.
Let’s Break It Down
LISTEN
Not just hear. Actually listen.
Put down the checklist. Stop thinking about your next sentence. Listen to what’s said and what’s not.
Example: A student says, “I’m thinking about deferring.”
You don’t jump into policies or deadlines. You stop and listen for why.
ACKNOWLEDGE
This is where most people mess up. You can’t skip this.
Acknowledging is simply letting someone know they’ve been heard and understood. You don’t have to agree, you just need to show you get it.
“That makes sense. It sounds like you’re feeling a little overwhelmed and unsure about what’s next.”
This is the moment where defenses drop. Trust builds. The bond forms.
EXPLORE
Now it’s time to dig deeper.
Ask thoughtful, open-ended questions that help the student reflect, clarify, and unpack what’s really driving their concern.
Try:
- “What’s leading you to consider that?”
- “What would need to be true for you to feel confident in your decision?”
- “Who else is influencing this conversation for you?”
This is where gold is found. Insight. Motivation. The truth underneath the surface.
You may go through the L-A-E loop several times before you get to the final step.
RESPOND
And now – and only now – you get to respond.
Now you can share information, offer guidance, and help the student navigate next steps. But because you listened, acknowledged, and explored first, your response is more likely to land.
When to Use LAER®
- A student is on the fence about enrolling
- A parent challenges your institution’s value
- A current student is thinking about transferring
- A prospective student ghosts your follow-up
- A meeting goes off-script and gets emotional
Basically, if there’s tension, hesitation, or resistance – LAER® is your go-to.
The Bottom Line
Admissions officers and academic advisors are in the business of influence. But influence doesn’t start with the perfect pitch. It starts with connection. And connection starts with LAER®.
Want to have better conversations that lead to better decisions? Start bonding before you start talking.