pd needs assessment e4
DESCRIPTION
TRANSCRIPT
Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services ndash 211 Toronto
416-392-4544
fhendryfindhelpca
Session Objectives
To review and examine in detail the information assessment and referral process
To understand the importance of how to ask the right questions in the right way
To review the AIRS Standards as they relate to conducting and assessment
To polish our interpersonal and communication
skills
What is an assessment
In simple terms an assessment is the process of helping an inquirer identify analyze and prioritize his or her needs
People contact your settlement service because they need help getting the information they need to help themselves They have a reason for contacting you and they are the ones initiating the inquiry Your job during the assessment is to find that reason ndash which is often not as easy as it sounds
Assessment involves understanding the nature and extent of a clientrsquos situation
What an information and referral assessment isnrsquot
A clinical evaluation an aptitude test a language proficiency assessment a health diagnosis a legal opinion or instructions on what the client should do
It is important for settlement workers to understand the limitations of their knowledge skill and authority
What the AIRS Standards say
IampR specialists shall Identify themselves and their program per agency guidelines
Establish rapport with the inquirer and use active listening skills to discern the presenting problem
Respond to each inquirer in a professional non-judgmental and culturally-appropriate manner 1048766
Make an accurate assessment of the inquirerrsquos problems and needs asking relevant questions to elicit information necessary for an accurate referral
1048766
What the AIRS Standards say
Present the client with various approaches to addressing the problem
Explore the clientrsquos own resources (eg friends family faith-based community)
Effectively utilize the resource information system to identify resources to meet the clientrsquos needs
Recognize the clientrsquos right to make his or her own choices
Understanding your clients and their expectations
Some people may be able to clearly state their situation
Others may struggle to describe why they are contacting the service especially if their predicament is complex serious painful or recent
The initial stated reason for contacting a settlement agency service may not even be the lsquorealrsquo or lsquoeventualrsquo reason for the contact as depending on the flow of the process the underlying reason may or may not emerge
Understanding your clients and their expectations
The following are some typical types of questions that settlement workers encounter
I am looking for employment Can you help me
What type of language training is available
I am looking for affordable housing
What type of health services are available
Icebreaking Exercise Draw a diagram of the IampR process in the space below
Break up into groups of 8 to 10 people Spend 10 to 15 minutes to discuss and clearly
identify all of the steps in the IampR process from the start of the inquiry to the end of the inquiry
Clearly label each step Step 1 Step 2 etc What specific questions would you ask Why Discuss the reasons for each of the steps your group
identified
Landscape of IampR Process Models
There are many different ways to describe the IampR process
Flow-Charts and Decision-Trees
Complex written Step-by-Step Instructions
The 3C Model (Contact Clarification and Closure)
The A to B Model
Anatomy of an Inquiry
Identify LineIdentify Line
GreetingGreeting
PreparationPreparation
ListenListen
Gather InformationGather Information
Provide Information and Referral
Provide Information and Referral
Summarize and Confirm Understanding
Summarize and Confirm Understanding
CloseClose Wrap UpWrap Up
The Preparation Process Are we ready
Understand your tools
Understand that you can not predict the next inquiry
Understand the complexity of the human services system
Keep your-information up-to-date
Know where to find information when you need it
Understand the limitations of your knowledge skill and authority
What is ClientCustomer Service
bull Client service can be described as a series of activities designed to enhance the level of client satisfaction mdash that is the feeling that a product or service has met the clientrsquos expectation
bull It involves responding promptly and accurately to client requests in such a way that each client feels valued respected and understood
What Clients Value
Whether clients are shopping in a retail store or accessing settlement services there are three key areas that concern them
Product
Did I get what I needed
Is it a quality product
Process
Was it easy to get what I needed
Did I get it when I needed it
People
Were the people responsive efficient friendly
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Session Objectives
To review and examine in detail the information assessment and referral process
To understand the importance of how to ask the right questions in the right way
To review the AIRS Standards as they relate to conducting and assessment
To polish our interpersonal and communication
skills
What is an assessment
In simple terms an assessment is the process of helping an inquirer identify analyze and prioritize his or her needs
People contact your settlement service because they need help getting the information they need to help themselves They have a reason for contacting you and they are the ones initiating the inquiry Your job during the assessment is to find that reason ndash which is often not as easy as it sounds
Assessment involves understanding the nature and extent of a clientrsquos situation
What an information and referral assessment isnrsquot
A clinical evaluation an aptitude test a language proficiency assessment a health diagnosis a legal opinion or instructions on what the client should do
It is important for settlement workers to understand the limitations of their knowledge skill and authority
What the AIRS Standards say
IampR specialists shall Identify themselves and their program per agency guidelines
Establish rapport with the inquirer and use active listening skills to discern the presenting problem
Respond to each inquirer in a professional non-judgmental and culturally-appropriate manner 1048766
Make an accurate assessment of the inquirerrsquos problems and needs asking relevant questions to elicit information necessary for an accurate referral
1048766
What the AIRS Standards say
Present the client with various approaches to addressing the problem
Explore the clientrsquos own resources (eg friends family faith-based community)
Effectively utilize the resource information system to identify resources to meet the clientrsquos needs
Recognize the clientrsquos right to make his or her own choices
Understanding your clients and their expectations
Some people may be able to clearly state their situation
Others may struggle to describe why they are contacting the service especially if their predicament is complex serious painful or recent
The initial stated reason for contacting a settlement agency service may not even be the lsquorealrsquo or lsquoeventualrsquo reason for the contact as depending on the flow of the process the underlying reason may or may not emerge
Understanding your clients and their expectations
The following are some typical types of questions that settlement workers encounter
I am looking for employment Can you help me
What type of language training is available
I am looking for affordable housing
What type of health services are available
Icebreaking Exercise Draw a diagram of the IampR process in the space below
Break up into groups of 8 to 10 people Spend 10 to 15 minutes to discuss and clearly
identify all of the steps in the IampR process from the start of the inquiry to the end of the inquiry
Clearly label each step Step 1 Step 2 etc What specific questions would you ask Why Discuss the reasons for each of the steps your group
identified
Landscape of IampR Process Models
There are many different ways to describe the IampR process
Flow-Charts and Decision-Trees
Complex written Step-by-Step Instructions
The 3C Model (Contact Clarification and Closure)
The A to B Model
Anatomy of an Inquiry
Identify LineIdentify Line
GreetingGreeting
PreparationPreparation
ListenListen
Gather InformationGather Information
Provide Information and Referral
Provide Information and Referral
Summarize and Confirm Understanding
Summarize and Confirm Understanding
CloseClose Wrap UpWrap Up
The Preparation Process Are we ready
Understand your tools
Understand that you can not predict the next inquiry
Understand the complexity of the human services system
Keep your-information up-to-date
Know where to find information when you need it
Understand the limitations of your knowledge skill and authority
What is ClientCustomer Service
bull Client service can be described as a series of activities designed to enhance the level of client satisfaction mdash that is the feeling that a product or service has met the clientrsquos expectation
bull It involves responding promptly and accurately to client requests in such a way that each client feels valued respected and understood
What Clients Value
Whether clients are shopping in a retail store or accessing settlement services there are three key areas that concern them
Product
Did I get what I needed
Is it a quality product
Process
Was it easy to get what I needed
Did I get it when I needed it
People
Were the people responsive efficient friendly
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
What is an assessment
In simple terms an assessment is the process of helping an inquirer identify analyze and prioritize his or her needs
People contact your settlement service because they need help getting the information they need to help themselves They have a reason for contacting you and they are the ones initiating the inquiry Your job during the assessment is to find that reason ndash which is often not as easy as it sounds
Assessment involves understanding the nature and extent of a clientrsquos situation
What an information and referral assessment isnrsquot
A clinical evaluation an aptitude test a language proficiency assessment a health diagnosis a legal opinion or instructions on what the client should do
It is important for settlement workers to understand the limitations of their knowledge skill and authority
What the AIRS Standards say
IampR specialists shall Identify themselves and their program per agency guidelines
Establish rapport with the inquirer and use active listening skills to discern the presenting problem
Respond to each inquirer in a professional non-judgmental and culturally-appropriate manner 1048766
Make an accurate assessment of the inquirerrsquos problems and needs asking relevant questions to elicit information necessary for an accurate referral
1048766
What the AIRS Standards say
Present the client with various approaches to addressing the problem
Explore the clientrsquos own resources (eg friends family faith-based community)
Effectively utilize the resource information system to identify resources to meet the clientrsquos needs
Recognize the clientrsquos right to make his or her own choices
Understanding your clients and their expectations
Some people may be able to clearly state their situation
Others may struggle to describe why they are contacting the service especially if their predicament is complex serious painful or recent
The initial stated reason for contacting a settlement agency service may not even be the lsquorealrsquo or lsquoeventualrsquo reason for the contact as depending on the flow of the process the underlying reason may or may not emerge
Understanding your clients and their expectations
The following are some typical types of questions that settlement workers encounter
I am looking for employment Can you help me
What type of language training is available
I am looking for affordable housing
What type of health services are available
Icebreaking Exercise Draw a diagram of the IampR process in the space below
Break up into groups of 8 to 10 people Spend 10 to 15 minutes to discuss and clearly
identify all of the steps in the IampR process from the start of the inquiry to the end of the inquiry
Clearly label each step Step 1 Step 2 etc What specific questions would you ask Why Discuss the reasons for each of the steps your group
identified
Landscape of IampR Process Models
There are many different ways to describe the IampR process
Flow-Charts and Decision-Trees
Complex written Step-by-Step Instructions
The 3C Model (Contact Clarification and Closure)
The A to B Model
Anatomy of an Inquiry
Identify LineIdentify Line
GreetingGreeting
PreparationPreparation
ListenListen
Gather InformationGather Information
Provide Information and Referral
Provide Information and Referral
Summarize and Confirm Understanding
Summarize and Confirm Understanding
CloseClose Wrap UpWrap Up
The Preparation Process Are we ready
Understand your tools
Understand that you can not predict the next inquiry
Understand the complexity of the human services system
Keep your-information up-to-date
Know where to find information when you need it
Understand the limitations of your knowledge skill and authority
What is ClientCustomer Service
bull Client service can be described as a series of activities designed to enhance the level of client satisfaction mdash that is the feeling that a product or service has met the clientrsquos expectation
bull It involves responding promptly and accurately to client requests in such a way that each client feels valued respected and understood
What Clients Value
Whether clients are shopping in a retail store or accessing settlement services there are three key areas that concern them
Product
Did I get what I needed
Is it a quality product
Process
Was it easy to get what I needed
Did I get it when I needed it
People
Were the people responsive efficient friendly
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
What an information and referral assessment isnrsquot
A clinical evaluation an aptitude test a language proficiency assessment a health diagnosis a legal opinion or instructions on what the client should do
It is important for settlement workers to understand the limitations of their knowledge skill and authority
What the AIRS Standards say
IampR specialists shall Identify themselves and their program per agency guidelines
Establish rapport with the inquirer and use active listening skills to discern the presenting problem
Respond to each inquirer in a professional non-judgmental and culturally-appropriate manner 1048766
Make an accurate assessment of the inquirerrsquos problems and needs asking relevant questions to elicit information necessary for an accurate referral
1048766
What the AIRS Standards say
Present the client with various approaches to addressing the problem
Explore the clientrsquos own resources (eg friends family faith-based community)
Effectively utilize the resource information system to identify resources to meet the clientrsquos needs
Recognize the clientrsquos right to make his or her own choices
Understanding your clients and their expectations
Some people may be able to clearly state their situation
Others may struggle to describe why they are contacting the service especially if their predicament is complex serious painful or recent
The initial stated reason for contacting a settlement agency service may not even be the lsquorealrsquo or lsquoeventualrsquo reason for the contact as depending on the flow of the process the underlying reason may or may not emerge
Understanding your clients and their expectations
The following are some typical types of questions that settlement workers encounter
I am looking for employment Can you help me
What type of language training is available
I am looking for affordable housing
What type of health services are available
Icebreaking Exercise Draw a diagram of the IampR process in the space below
Break up into groups of 8 to 10 people Spend 10 to 15 minutes to discuss and clearly
identify all of the steps in the IampR process from the start of the inquiry to the end of the inquiry
Clearly label each step Step 1 Step 2 etc What specific questions would you ask Why Discuss the reasons for each of the steps your group
identified
Landscape of IampR Process Models
There are many different ways to describe the IampR process
Flow-Charts and Decision-Trees
Complex written Step-by-Step Instructions
The 3C Model (Contact Clarification and Closure)
The A to B Model
Anatomy of an Inquiry
Identify LineIdentify Line
GreetingGreeting
PreparationPreparation
ListenListen
Gather InformationGather Information
Provide Information and Referral
Provide Information and Referral
Summarize and Confirm Understanding
Summarize and Confirm Understanding
CloseClose Wrap UpWrap Up
The Preparation Process Are we ready
Understand your tools
Understand that you can not predict the next inquiry
Understand the complexity of the human services system
Keep your-information up-to-date
Know where to find information when you need it
Understand the limitations of your knowledge skill and authority
What is ClientCustomer Service
bull Client service can be described as a series of activities designed to enhance the level of client satisfaction mdash that is the feeling that a product or service has met the clientrsquos expectation
bull It involves responding promptly and accurately to client requests in such a way that each client feels valued respected and understood
What Clients Value
Whether clients are shopping in a retail store or accessing settlement services there are three key areas that concern them
Product
Did I get what I needed
Is it a quality product
Process
Was it easy to get what I needed
Did I get it when I needed it
People
Were the people responsive efficient friendly
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
What the AIRS Standards say
IampR specialists shall Identify themselves and their program per agency guidelines
Establish rapport with the inquirer and use active listening skills to discern the presenting problem
Respond to each inquirer in a professional non-judgmental and culturally-appropriate manner 1048766
Make an accurate assessment of the inquirerrsquos problems and needs asking relevant questions to elicit information necessary for an accurate referral
1048766
What the AIRS Standards say
Present the client with various approaches to addressing the problem
Explore the clientrsquos own resources (eg friends family faith-based community)
Effectively utilize the resource information system to identify resources to meet the clientrsquos needs
Recognize the clientrsquos right to make his or her own choices
Understanding your clients and their expectations
Some people may be able to clearly state their situation
Others may struggle to describe why they are contacting the service especially if their predicament is complex serious painful or recent
The initial stated reason for contacting a settlement agency service may not even be the lsquorealrsquo or lsquoeventualrsquo reason for the contact as depending on the flow of the process the underlying reason may or may not emerge
Understanding your clients and their expectations
The following are some typical types of questions that settlement workers encounter
I am looking for employment Can you help me
What type of language training is available
I am looking for affordable housing
What type of health services are available
Icebreaking Exercise Draw a diagram of the IampR process in the space below
Break up into groups of 8 to 10 people Spend 10 to 15 minutes to discuss and clearly
identify all of the steps in the IampR process from the start of the inquiry to the end of the inquiry
Clearly label each step Step 1 Step 2 etc What specific questions would you ask Why Discuss the reasons for each of the steps your group
identified
Landscape of IampR Process Models
There are many different ways to describe the IampR process
Flow-Charts and Decision-Trees
Complex written Step-by-Step Instructions
The 3C Model (Contact Clarification and Closure)
The A to B Model
Anatomy of an Inquiry
Identify LineIdentify Line
GreetingGreeting
PreparationPreparation
ListenListen
Gather InformationGather Information
Provide Information and Referral
Provide Information and Referral
Summarize and Confirm Understanding
Summarize and Confirm Understanding
CloseClose Wrap UpWrap Up
The Preparation Process Are we ready
Understand your tools
Understand that you can not predict the next inquiry
Understand the complexity of the human services system
Keep your-information up-to-date
Know where to find information when you need it
Understand the limitations of your knowledge skill and authority
What is ClientCustomer Service
bull Client service can be described as a series of activities designed to enhance the level of client satisfaction mdash that is the feeling that a product or service has met the clientrsquos expectation
bull It involves responding promptly and accurately to client requests in such a way that each client feels valued respected and understood
What Clients Value
Whether clients are shopping in a retail store or accessing settlement services there are three key areas that concern them
Product
Did I get what I needed
Is it a quality product
Process
Was it easy to get what I needed
Did I get it when I needed it
People
Were the people responsive efficient friendly
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
What the AIRS Standards say
Present the client with various approaches to addressing the problem
Explore the clientrsquos own resources (eg friends family faith-based community)
Effectively utilize the resource information system to identify resources to meet the clientrsquos needs
Recognize the clientrsquos right to make his or her own choices
Understanding your clients and their expectations
Some people may be able to clearly state their situation
Others may struggle to describe why they are contacting the service especially if their predicament is complex serious painful or recent
The initial stated reason for contacting a settlement agency service may not even be the lsquorealrsquo or lsquoeventualrsquo reason for the contact as depending on the flow of the process the underlying reason may or may not emerge
Understanding your clients and their expectations
The following are some typical types of questions that settlement workers encounter
I am looking for employment Can you help me
What type of language training is available
I am looking for affordable housing
What type of health services are available
Icebreaking Exercise Draw a diagram of the IampR process in the space below
Break up into groups of 8 to 10 people Spend 10 to 15 minutes to discuss and clearly
identify all of the steps in the IampR process from the start of the inquiry to the end of the inquiry
Clearly label each step Step 1 Step 2 etc What specific questions would you ask Why Discuss the reasons for each of the steps your group
identified
Landscape of IampR Process Models
There are many different ways to describe the IampR process
Flow-Charts and Decision-Trees
Complex written Step-by-Step Instructions
The 3C Model (Contact Clarification and Closure)
The A to B Model
Anatomy of an Inquiry
Identify LineIdentify Line
GreetingGreeting
PreparationPreparation
ListenListen
Gather InformationGather Information
Provide Information and Referral
Provide Information and Referral
Summarize and Confirm Understanding
Summarize and Confirm Understanding
CloseClose Wrap UpWrap Up
The Preparation Process Are we ready
Understand your tools
Understand that you can not predict the next inquiry
Understand the complexity of the human services system
Keep your-information up-to-date
Know where to find information when you need it
Understand the limitations of your knowledge skill and authority
What is ClientCustomer Service
bull Client service can be described as a series of activities designed to enhance the level of client satisfaction mdash that is the feeling that a product or service has met the clientrsquos expectation
bull It involves responding promptly and accurately to client requests in such a way that each client feels valued respected and understood
What Clients Value
Whether clients are shopping in a retail store or accessing settlement services there are three key areas that concern them
Product
Did I get what I needed
Is it a quality product
Process
Was it easy to get what I needed
Did I get it when I needed it
People
Were the people responsive efficient friendly
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Understanding your clients and their expectations
Some people may be able to clearly state their situation
Others may struggle to describe why they are contacting the service especially if their predicament is complex serious painful or recent
The initial stated reason for contacting a settlement agency service may not even be the lsquorealrsquo or lsquoeventualrsquo reason for the contact as depending on the flow of the process the underlying reason may or may not emerge
Understanding your clients and their expectations
The following are some typical types of questions that settlement workers encounter
I am looking for employment Can you help me
What type of language training is available
I am looking for affordable housing
What type of health services are available
Icebreaking Exercise Draw a diagram of the IampR process in the space below
Break up into groups of 8 to 10 people Spend 10 to 15 minutes to discuss and clearly
identify all of the steps in the IampR process from the start of the inquiry to the end of the inquiry
Clearly label each step Step 1 Step 2 etc What specific questions would you ask Why Discuss the reasons for each of the steps your group
identified
Landscape of IampR Process Models
There are many different ways to describe the IampR process
Flow-Charts and Decision-Trees
Complex written Step-by-Step Instructions
The 3C Model (Contact Clarification and Closure)
The A to B Model
Anatomy of an Inquiry
Identify LineIdentify Line
GreetingGreeting
PreparationPreparation
ListenListen
Gather InformationGather Information
Provide Information and Referral
Provide Information and Referral
Summarize and Confirm Understanding
Summarize and Confirm Understanding
CloseClose Wrap UpWrap Up
The Preparation Process Are we ready
Understand your tools
Understand that you can not predict the next inquiry
Understand the complexity of the human services system
Keep your-information up-to-date
Know where to find information when you need it
Understand the limitations of your knowledge skill and authority
What is ClientCustomer Service
bull Client service can be described as a series of activities designed to enhance the level of client satisfaction mdash that is the feeling that a product or service has met the clientrsquos expectation
bull It involves responding promptly and accurately to client requests in such a way that each client feels valued respected and understood
What Clients Value
Whether clients are shopping in a retail store or accessing settlement services there are three key areas that concern them
Product
Did I get what I needed
Is it a quality product
Process
Was it easy to get what I needed
Did I get it when I needed it
People
Were the people responsive efficient friendly
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Understanding your clients and their expectations
The following are some typical types of questions that settlement workers encounter
I am looking for employment Can you help me
What type of language training is available
I am looking for affordable housing
What type of health services are available
Icebreaking Exercise Draw a diagram of the IampR process in the space below
Break up into groups of 8 to 10 people Spend 10 to 15 minutes to discuss and clearly
identify all of the steps in the IampR process from the start of the inquiry to the end of the inquiry
Clearly label each step Step 1 Step 2 etc What specific questions would you ask Why Discuss the reasons for each of the steps your group
identified
Landscape of IampR Process Models
There are many different ways to describe the IampR process
Flow-Charts and Decision-Trees
Complex written Step-by-Step Instructions
The 3C Model (Contact Clarification and Closure)
The A to B Model
Anatomy of an Inquiry
Identify LineIdentify Line
GreetingGreeting
PreparationPreparation
ListenListen
Gather InformationGather Information
Provide Information and Referral
Provide Information and Referral
Summarize and Confirm Understanding
Summarize and Confirm Understanding
CloseClose Wrap UpWrap Up
The Preparation Process Are we ready
Understand your tools
Understand that you can not predict the next inquiry
Understand the complexity of the human services system
Keep your-information up-to-date
Know where to find information when you need it
Understand the limitations of your knowledge skill and authority
What is ClientCustomer Service
bull Client service can be described as a series of activities designed to enhance the level of client satisfaction mdash that is the feeling that a product or service has met the clientrsquos expectation
bull It involves responding promptly and accurately to client requests in such a way that each client feels valued respected and understood
What Clients Value
Whether clients are shopping in a retail store or accessing settlement services there are three key areas that concern them
Product
Did I get what I needed
Is it a quality product
Process
Was it easy to get what I needed
Did I get it when I needed it
People
Were the people responsive efficient friendly
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Icebreaking Exercise Draw a diagram of the IampR process in the space below
Break up into groups of 8 to 10 people Spend 10 to 15 minutes to discuss and clearly
identify all of the steps in the IampR process from the start of the inquiry to the end of the inquiry
Clearly label each step Step 1 Step 2 etc What specific questions would you ask Why Discuss the reasons for each of the steps your group
identified
Landscape of IampR Process Models
There are many different ways to describe the IampR process
Flow-Charts and Decision-Trees
Complex written Step-by-Step Instructions
The 3C Model (Contact Clarification and Closure)
The A to B Model
Anatomy of an Inquiry
Identify LineIdentify Line
GreetingGreeting
PreparationPreparation
ListenListen
Gather InformationGather Information
Provide Information and Referral
Provide Information and Referral
Summarize and Confirm Understanding
Summarize and Confirm Understanding
CloseClose Wrap UpWrap Up
The Preparation Process Are we ready
Understand your tools
Understand that you can not predict the next inquiry
Understand the complexity of the human services system
Keep your-information up-to-date
Know where to find information when you need it
Understand the limitations of your knowledge skill and authority
What is ClientCustomer Service
bull Client service can be described as a series of activities designed to enhance the level of client satisfaction mdash that is the feeling that a product or service has met the clientrsquos expectation
bull It involves responding promptly and accurately to client requests in such a way that each client feels valued respected and understood
What Clients Value
Whether clients are shopping in a retail store or accessing settlement services there are three key areas that concern them
Product
Did I get what I needed
Is it a quality product
Process
Was it easy to get what I needed
Did I get it when I needed it
People
Were the people responsive efficient friendly
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Landscape of IampR Process Models
There are many different ways to describe the IampR process
Flow-Charts and Decision-Trees
Complex written Step-by-Step Instructions
The 3C Model (Contact Clarification and Closure)
The A to B Model
Anatomy of an Inquiry
Identify LineIdentify Line
GreetingGreeting
PreparationPreparation
ListenListen
Gather InformationGather Information
Provide Information and Referral
Provide Information and Referral
Summarize and Confirm Understanding
Summarize and Confirm Understanding
CloseClose Wrap UpWrap Up
The Preparation Process Are we ready
Understand your tools
Understand that you can not predict the next inquiry
Understand the complexity of the human services system
Keep your-information up-to-date
Know where to find information when you need it
Understand the limitations of your knowledge skill and authority
What is ClientCustomer Service
bull Client service can be described as a series of activities designed to enhance the level of client satisfaction mdash that is the feeling that a product or service has met the clientrsquos expectation
bull It involves responding promptly and accurately to client requests in such a way that each client feels valued respected and understood
What Clients Value
Whether clients are shopping in a retail store or accessing settlement services there are three key areas that concern them
Product
Did I get what I needed
Is it a quality product
Process
Was it easy to get what I needed
Did I get it when I needed it
People
Were the people responsive efficient friendly
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Anatomy of an Inquiry
Identify LineIdentify Line
GreetingGreeting
PreparationPreparation
ListenListen
Gather InformationGather Information
Provide Information and Referral
Provide Information and Referral
Summarize and Confirm Understanding
Summarize and Confirm Understanding
CloseClose Wrap UpWrap Up
The Preparation Process Are we ready
Understand your tools
Understand that you can not predict the next inquiry
Understand the complexity of the human services system
Keep your-information up-to-date
Know where to find information when you need it
Understand the limitations of your knowledge skill and authority
What is ClientCustomer Service
bull Client service can be described as a series of activities designed to enhance the level of client satisfaction mdash that is the feeling that a product or service has met the clientrsquos expectation
bull It involves responding promptly and accurately to client requests in such a way that each client feels valued respected and understood
What Clients Value
Whether clients are shopping in a retail store or accessing settlement services there are three key areas that concern them
Product
Did I get what I needed
Is it a quality product
Process
Was it easy to get what I needed
Did I get it when I needed it
People
Were the people responsive efficient friendly
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
The Preparation Process Are we ready
Understand your tools
Understand that you can not predict the next inquiry
Understand the complexity of the human services system
Keep your-information up-to-date
Know where to find information when you need it
Understand the limitations of your knowledge skill and authority
What is ClientCustomer Service
bull Client service can be described as a series of activities designed to enhance the level of client satisfaction mdash that is the feeling that a product or service has met the clientrsquos expectation
bull It involves responding promptly and accurately to client requests in such a way that each client feels valued respected and understood
What Clients Value
Whether clients are shopping in a retail store or accessing settlement services there are three key areas that concern them
Product
Did I get what I needed
Is it a quality product
Process
Was it easy to get what I needed
Did I get it when I needed it
People
Were the people responsive efficient friendly
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
What is ClientCustomer Service
bull Client service can be described as a series of activities designed to enhance the level of client satisfaction mdash that is the feeling that a product or service has met the clientrsquos expectation
bull It involves responding promptly and accurately to client requests in such a way that each client feels valued respected and understood
What Clients Value
Whether clients are shopping in a retail store or accessing settlement services there are three key areas that concern them
Product
Did I get what I needed
Is it a quality product
Process
Was it easy to get what I needed
Did I get it when I needed it
People
Were the people responsive efficient friendly
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
What Clients Value
Whether clients are shopping in a retail store or accessing settlement services there are three key areas that concern them
Product
Did I get what I needed
Is it a quality product
Process
Was it easy to get what I needed
Did I get it when I needed it
People
Were the people responsive efficient friendly
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Client Satisfaction
The Client Satisfaction Equation
Service Expectations + ExperienceProcess + Outcomes
= Client Satisfaction Level
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Five Drivers of Satisfaction
The five ldquodrivers of satisfactionrdquo are the elements that most strongly influence citizensrsquo perceptions of service quality across the many services provided by government
1) Timeliness
2) KnowledgeCompetence
3) CourtesyComfort
4) Fairness
5) Outcome
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
The Assessment Process Letrsquos Get started
The Greeting Check yourself and your tone Understand the importance of introduction and
agency identification Develop rapport and trust by showing empathy Statistics show that you have anywhere between
5 to 30 seconds to make a first impressionhellipmake it a good one
Smile as you talk (it changes how you feel amp sound)
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Interpersonal Skills
It is important for all settlement workers to know that
Each interaction is an opportunity to increase client satisfaction with your agency by providing excellent service and problem resolution
Each interaction is an opportunity to solve the clientrsquos problem and build the clientrsquos trust and loyalty
Each interaction is an opportunity for the settlement service to develop a better understanding of the needs and wants of its clients
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
What are Interpersonal Skills
Interpersonal skills refer to the mental and communicative processes applied during social communications and interactions in order to reach certain effects or results
Simply put interpersonal skills are how we relate to others
Effective interpersonal skills include being able to support and encourage others being able to give and receive constructive criticism as well as being able to negotiate These skills and aptitudes also involve active listening valuing others opinions and being able to convey your point clearly
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Listen
Without question listening is the most critical aspect of any interaction that you have with your clients Everything flows from your ability to listen carefully by giving the caller your undivided attention and focus
There are a number of active listening skills and techniques that you can apply to interactions with callers as well as common pitfalls to avoid which we will be addressing later on in the training
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Active Listening
bull Listening is the single most important skill for a 311 CSR to have because it shapes our understanding dictates appropriate responses and fosters a positive interaction with the client
bull Actively listening to what the client is saying and ldquoreally hearingrdquo them is absolutely essential to providing the client with quality service
bull How well you listen has a major impact on your job effectiveness and on the quality of your interactions with others
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Active Listening Techniques
Prepare to listen Mirror Paraphrase Reflect feelings Nonverbal cues Minimal encouragers Verbal Tracking
Validate Empathy Accept responsibility
for understanding Donrsquot tune out ldquodryrdquo or
familiar subjects Be a physically
involved listener Summarize
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Habits of Ineffective Listeners
On-Off Listening
Pseudo-Listening
Red Flag Listening
Rehearsing
Too complicated for me Listening
Open Ears ndash Closed Mind Listening
Interrupting
Donrsquot Rock the Boat Listening
Tolerating or Creating distractions
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Listening Barriers ndash Pitfalls to Avoid
bull The Driftbull Jumping to Conclusionsbull Interruptionsbull Overreacting to ldquopush buttonrdquo or trigger wordsbull Rehearsingbull Listening for a point of disagreementbull Listening only to the easy material
How well do you really listen Circulate the ABC Listening Exercise Sheet
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Exercise
Listen carefully to the following traffic report
How many of the following questions would you be able to answer based on hearing this report
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
3 Listening Modes
Competitive or Combatative Listening (We are more in promoting our own point of view than in understanding or exploring the customerrsquos point of view)
Passive or Attentive Listening ( We are attentive and passively listen We assume that we heard and understand correctly but stay passive and do not verify the information)
Active or Reflective Listening (In active listening we are also genuinely interested in understanding what the customer is thinking feeling wanting or what the message means and we are active in checking out our understanding before we respond with our own message)
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Gather Information The Art of Effective QuestioningIn many service interactions the settlement worker has
to gather information from the client before they are able to give information to the client
This involves asking the right questions in the right way
It is sometimes necessary to ask the client a number of questions to understand the details of their situation
There should always be a reason for every question you ask the client and it is important to let the client know why you are asking
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Effective Questioning
bull Effective questions open the door to knowledge and understanding
bull Effective questioning can also help you control the interaction to get the information you need Rather than the client telling you their story at length (their control) they tell their story by responding to your questions (your control)
bull This helps you to get to the heart of the matter quickly and usually reduces the call time This is part of the call control strategy
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Effective Questioning can help you
bull get the factsbull gather better informationbull connect with callers in a more meaningful waybull guide the conversation in a particular directionbull confirm that yoursquove understood what the caller
has saidbull get information about what the caller is thinking
and feeling
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
The Art of Questioning in IampR
Settlement workers must know what questions to ask and how to ask them
Avoid asking dichotomous or ldquoWhyrdquo questions
Questions should be presented or framed in context
There should be a sequence to you questions that seems logical to the client
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Effective Two-Way Communicationbull Effective communication can be described as the
process of understanding and being understood
bull Effective communication exists between two people when the receiver interprets and understands the senderrsquos message in the same way the sender intended it
bull Since settlement workers will be spending 75 or more of their time actively communicating with clients effective communication is crucial
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Sources of Difficulty by the Speaker
bull Voice volume too low to be heardbull Making the message too complex either by
including too many unnecessary details or too many issues
bull Getting lost forgetting the point or the purpose of the interaction
bull Paying too much attention to how the other person is taking the message or how the person might react
bull Using buzz words jargon or slang
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Sources of Difficulty by the Listener
bull Being preoccupied and not listening bull Being so interested in what you have to say that
you listen mainly to find an opening to get the floor
bull Formulating and listening to your own rebuttal to what the speaker is saying
bull Listening to your own personal beliefs about what is being said
bull Evaluating and making judgments about the speaker or the message
bull Not asking for clarification when you know that you do not understand
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Sensitivity to Different Accents and Languagesbull The aim of the settlement services is to serve
everyone effectively regardless of the clientrsquos background language race religion or ethnicity
bull It is important for the settlement worker try to focus on the content of the clientrsquos message and not on the accent
bull There is a difference between barely being able to
understand someone and having to work hard to understand someone
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Referrals
bull Referrals involve assessing the clientrsquos needs and directing them to one or more appropriate divisions or organizations capable of meeting those needs
bull In some cases the client may not be clear about what they need mdash they may not express themselves clearly or they may not really know what they need
bull You canrsquot help a caller if you donrsquot know what they want
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Referrals
A referral involves
1048766 Identifying organizations and programs capable
of meeting the inquirerrsquos assessed needs
1048766 Providing enough information about each
organization to help an inquirer make an informed choice (and sometimes helping inquirers for whom services are unavailable to identify or explore alternative solutions)
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Group Exercise Eligibility Criteria
Identify 8 different types of eligibility criteria and identify specific programs or services that use that type of eligibility criteria to determine who is qualified to receive the program or service
Example Income Level is used as part of the eligibility criteria for the Ontario Works Program
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Closure Develop an Action Plan
Carry out appropriate action by providing information andor referral on available resources
Summarize to ensure understanding End on a positive note Invite the client to reconnect with you if required DocumentRecord Inquiry Follow-up if appropriate
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Exercises and Simulations
Let us process the following real-life situations These questions have been taken and slightly modified from the Settlementorg Discussion Board
How would you handle these situations
What additional information do you require in order to get a better understanding of the situation
What questions would you ask How would you ask them
What would be some possible referrals
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
THANK YOU FOR ATTENDING
Faed Hendry
Manager ndash Training and Outreach
Findhelp Information Services
543 Richmond Street West ndash Suite 125
Toronto Ontario M5V 1Y6
Tel 416-392-4544
fhendryfindhelpca
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
Moments of Truth ndash A Telephone CallService Expectation Experience
EnhancerExperience Detractor
My call will be answered within a reasonable timeframe
My call was answered within 3 rings
I was put on hold for 20 minutes
I wondered if Irsquod been disconnected
I will have to call only once
The person who answered was able to help me
The person who answered transferred me to the right person to help me
I had to call more than once to get through
I had to call two other places before I finally got what I wanted
The person will listen and respond to me in a way that lets me know she understands my problem
The person listened to me
The person asked questions to get more information
The person cut me off as I was explaining my problem
The person transferred me to the wrong place
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
The Power of Attitude
The single biggest difference between an effective IampR Specialist and a mediocre one is attitude
Ability is what you are capable of doing Motivation determines what you dohellip But Attitude determines how well you do it
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-
- Welcome to the OCASI Conference The Heart of the Matter ndash Conducting a Needs Assessment
-