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12. “The art of conversation”: Educational guidance practitioners and support for distance-learning students

  • Oliver Burney (author)
  • Jennifer Hillman (author)
  • Mark Kershaw (author)
  • Stephanie Newton (author)
  • Elizabeth Shakespeare (author)
  • Sean Starbuck (author)
Chapter of: Stories of Hope: Reimagining Education(pp. 141–154)

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Metadata
Title12. “The art of conversation”
SubtitleEducational guidance practitioners and support for distance-learning students
ContributorOliver Burney (author)
Jennifer Hillman (author)
Mark Kershaw (author)
Stephanie Newton (author)
Elizabeth Shakespeare (author)
Sean Starbuck (author)
DOIhttps://doi.org/10.11647/obp.0462.12
Landing pagehttps://www.openbookpublishers.com/books/10.11647/obp.0462/chapters/10.11647/obp.0462.12
Licensehttps://creativecommons.org/licenses/by-nc/4.0/
CopyrightOliver Burney; Jennifer Hillman; Mark Kershaw; Stephanie Newton; Elizabeth Shakespeare; Sean Starbuck;
PublisherOpen Book Publishers
Published on2025-07-02
Long abstractThis chapter addresses the critical issue of connection in Higher Education in the post-pandemic era. While hybrid learning, virtual campuses, and remote teaching have expanded educational access, they have also, paradoxically, contributed to feelings of disconnection among students and staff. As universities begin to explore the role of artificial intelligence (AI) in guidance services, questions remain about how technology can enhance—rather than replace—human connection. This piece draws on a dialogue session with Educational Advisers at the Open University (UK) who provide telephone-based guidance to distance-learning students in STEM. Through collective reflection on guidance practices and engagement with relevant literature, the chapter offers insights into the art of telephone-based guidance conversations, highlighting the enduring value of human connection in educational support, to create a pedagogy of hope.
Page rangepp. 141–154
Print length14 pages
LanguageEnglish (Original)
Contributors

Oliver Burney

(author)
Educational Adviser working within the STEM Support Team at Open University

Oliver Burney is an Educational Adviser working within the STEM Support Team at the Open University. He holds qualifications in teaching, coaching, and guidance at a distance and works with students with complex needs and barriers to learning.

Jennifer Hillman

(author)
Senior Manager and Educational Developer in Associate Lecturer Support and Professional Development (ALSPD) at Open University

Dr Jennifer Hillman is a Senior Manager and Educational Developer in Associate Lecturer Support and Professional Development (ALSPD) at The Open University (UK), having previously worked as a Senior Manager in Student Support Services. Jenny has seventeen years’ experience of teaching and supporting learning at a range of Higher Education Institutions in the UK and Europe.

Mark Kershaw

(author)
Educational Adviser working in the STEM Student Support Team at Open University

Mark Kershaw is an Educational Adviser working in the STEM Student Support Team at the Open University. Mark has thirty-five years’ experience delivering advice and guidance in educational settings—including twelve years with the Open University.

Stephanie Newton

(author)
Educational Adviser working in the STEM Student Support Team at Open University

Stephanie Newton is an Educational Adviser working in the STEM Student Support Team at the Open University (OU). She has worked across the Information, Advice and Guidance Services at the OU for ten years, now working particularly with students facing barriers to study as part of the guidance service.

Elizabeth Shakespeare

(author)
Senior Manager (Information and Guidance) in the STEM Student Support Team at Open University

Elizabeth Shakespeare is a Senior Manager (Information and Guidance) in the STEM Student Support Team at the Open University (OU). She has worked within the Information, Advice and Guidance Service at the OU since 2012, in both student-facing and managerial roles.

Sean Starbuck

(author)
Educational Adviser working within the STEM Support Team at Open University

Sean Starbuck is an Educational Adviser working within the STEM Support Team at the Open University. He has eight years’ experience in supporting students across the Information, Advice, and Guidance continuum.

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