Skip Maine state header navigation
Date |
Time |
Location |
Cost |
November 9, 2009 |
9:00 AM to 4:00 PM |
Nash Building |
$110 |
Session outcomes |
|
|---|---|
| Initial Assessment of Contact Who is my client |
Basic Problem Solving Identifying the issue Determining a solution Taking action |
| Communication Techniques Listening Acknowledging Addressing the client Probing Dealing with Diversity Professional Language |
Creating a toolbox of service skills
Listening with empathy Asking open-ended questions Isolating the problem Confirming mutual understanding of the problem Remaining professional in stressful situations Maintaining the client's self-esteem Knowing what you can and can't do for the client Providing follow-up when necessary |
Instructors: Penny Gage and Kathie Scucidlo |
|