The challenge
For a university admissions department, every interaction contributes to the experience and perception of the institution.
Admissions professionals navigate diverse expectations, emotionally charged conversations, complex enquiries and situations requiring clarity, empathy and sound judgement. Recognising the importance of these interactions, LUMS engaged Zest Experience to facilitate a focused capability development experience for its Admissions Department.
Our approach
Zest Experience designed and facilitated SERVE — Strategic Excellence in Relationships and Value Engagement, a two-day experiential learning programme.
The intervention brought members of the Admissions Department together to explore how communication, emotional intelligence, conflict resolution and professional conduct influence stakeholder experiences.
- Practical frameworksCombined with experiential exercises, simulations and role-playing.
- Realistic admissions scenariosManaging expectations, communicating difficult decisions, responding to concerns.
- Professionalism under pressureCollaborative discussion and reflection on challenging situations.
- Feedback and improvementHow stakeholder feedback mechanisms can support more responsive, consistent service.
The value created
The programme provided a structured opportunity for the Admissions Department to reflect collectively on stakeholder interactions, examine challenging situations and identify opportunities to strengthen professional practices.
Participants worked through practical communication scenarios, explored approaches to managing difficult conversations and developed individual commitments for workplace application.
The engagement demonstrated how experiential learning can support service excellence in higher education by connecting interpersonal capabilities with real operational challenges.
Our perspective
Exceptional stakeholder experiences begin with the quality of everyday human interactions.
Through SERVE, Zest Experience supported a shared focus on communication, empathy, professionalism and continuous improvement within the admissions environment.
