Telephone Techniques ANGER MANAGEMENT. How to Prevent or Process an Angry Caller Dexcomm All Rights Reserved

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Telephone Techniques ANGER MANAGEMENT. How to Prevent or Process an Angry Caller. 2012 Dexcomm All Rights Reserved"

Transcription

1 Telephone Techniques ANGER MANAGEMENT How to Prevent or Process an Angry Caller 2012 Dexcomm All Rights Reserved

2 2 PREFACE: JAMEY HOPPER PRESIDENT Our passion is properly serving customers. Our passion is properly serving customers. Operating as a 24/7/365 Telephone Answering Service and Medical Exchange since November of 1954 we have developed skills and techniques that allow us to delight a wide range of clients. As we have grown and prospered for over 50 years we feel now is a great time to give something back to our customers, prospective customers and anyone seeking to improve their business success. Included in this book are tips and tools that we hope will make your job a bit easier each day. One of the great learning tools we have employed is the willingness to learn from our mistakes. Please take advantage of our many years of experience and avoid some of the pitfalls that we have learned to overcome. Our hope is that you and your office can adopt some of these tools to make your life a bit less complicated and allow you a bit more uninterrupted leisure time. Thanks for Listening! PLEASE NOTE: Our e-books are designed to provide information about the subject matter covered. It is distributed with the understanding that the authors and the publisher are not engaged in rendering legal, accounting or other professional services. If legal advice or other professional assistance is required, the services of a competent professional person should be sought. dexcomm.com CORPORATE: 518 Patin Rd. Carencro, LA (877) DEXCOMM ( ) Helping the world connect, one message at a time.

3 3 TABLE OF CONTENTS MEET OUR EXPERTS KARL OPERATIONS SUPERVISOR How to Handle Preventative Measures Toolbox DANA TRAINING SUPERVISOR Our Dexcomm Customer Service Experts would like to share with you some tips for bringing top notch telephone techniques into your business by sharing this information with you. dexcomm.com CORPORATE: 518 Patin Rd. Carencro, LA (877) DEXCOMM ( ) Helping the world connect, one message at a time.

4 4 How to Handle IN THIS SECTION Situational Awareness Methods to the Madness Have you ever been caught in a customer service situation where you end up with a shouting, angry and frustrated caller on the line? KARL SCHOTT OPERATIONS SUPERVISOR dexcomm.com CORPORATE: 518 Patin Rd. Carencro, LA (877) DEXCOMM ( ) Helping the world connect, one message at a time.

5 5 Situational Awareness Reasons that callers become angry Language/communication barriers Industry terminology that the layperson may not understand (i.e. medical) Your office made a mistake Caller is impatient The time it takes to resolve the issue Possible outcomes of an angry caller HIPAA and privacy issues Your own frustration when the caller gets the best of you Other patients or customers within ear shot of the situation Threats being made, shouting, cursing or other abusive behavior Ideally, having preventative measures in place could help to avoid these situations before they even start. But first, we must resolve the immediate issue of the angry, frustrated and threatening caller on the line. Tips and Techniques for Positive Communication Phrasing

6 6 Methods to the Madness If a real threat exists, hang up and call the police or other authorities immediately Be polite, remain professional and never let your frustration get the best of you If you must contain yourself, put the caller on hold and take a breather. Set some ground rules for the call if necessary. Ask the caller to remain calm. Communicate that you understand and want to help them, but that you need them to stop yelling and using profanity. If you cannot stay calm enough to handle the call, ask for a name and number and call them back when you are ready. Put your active listening skills to good use Let the client speak and don t interrupt. Help them feel heard. Improving Customer Service Listening Admit any mistakes your office may have made and take responsibility Be apologetic and empathetic. Ask what you can do to resolve the issue, or communicate what you can do to resolve the issue. Ask questions that will help to resolve the issue. Be upfront with what you can provide now, and what you will have to do later manage the caller s expectations. If communication barriers exist: Slow down Rephrase Speak on the caller s level Don t insult or speak above them Explain terminology Be patient

7 7 Do what you say you will do and follow through How To Do What You Say You Will Do Document the caller s information and their behavior Include information that is pertinent to resolving the issue. Include information for police or authorities if necessary. Avoid using speaker phone The caller will know they are on speaker and this will add to their frustration and serve as another communication barrier. Others may be able to hear the conversation which can be a HIPAA violation. Transfer caller to a more private phone area if necessary to maintain professionalism in your office. Ensure there is no dead air on the call If you need time to resolve the issue by checking files, etc. let the caller know they will be placed on hold. HIPAA Concerns Refer to your office s HIPAA Handbook. End the call with an action statement regarding what you are going to do to resolve the issue. Improve Your Office s Communication Through Better Messaging

8 8 Preventative Measures IN THIS SECTION Tips & Techniques Dexcomm specializes in valuable customer service techniques that may help you to cope when these types of situations occur DANA LEWIS TRAINING SUPERVISOR dexcomm.com CORPORATE: 518 Patin Rd. Carencro, LA (877) DEXCOMM ( ) Helping the world connect, one message at a time.

9 9 As we mentioned before, preventative measures are always important to have in place so that angry caller situations can be avoided altogether. Coach your staff Telephone operators and other customer service staff members should be trained according to the methods state above. They need to know what to do in cases involving angry callers. Hold Lessons Learned meetings Following the resolution of angry caller situations, explore what could have been done differently to avoid this situation. What did you do well? What could you have done better? Communicate this information to your staff so that everyone can learn from the situation. Develop a shift change process to avoid client communication issues Were there any problems on the previous shift? Should the next operator be made aware of anything? Create standards in message taking What information do you need in order to better serve your clients? Ensure that phone operators are capturing pertinent information. Taking a Perfect Phone Message Develop a process for handling repetitive issues For example, are we having the same customer service issues? If so, how can we create a process to eliminate failures? Create your own checklist for phone operators to deal with angry customers Consider keeping checklist near phone to ensure operators have it handy.

10 10 Develop specialist Assign a go-to-person that can coach staff on handling angry callers. The opportunity to put the caller on hold and ask for help to resolve an issue is vital for the development and growth of the phone operator. Consider designating a person on duty for handling angry callers if you do not feel that your phone operators are equipped to handle the call. Forward calls to your answering service if you cannot give full attention to callers We all know that when we are busy and distracted, we cannot give our full attention to callers, which can lead to angry clients. Practicing these methods and role-playing ensure that your staff is ready to handle angry caller situations Use examples from previous situations or use your imagination to create role-playing scenarios. Remember Practice makes perfect!! Provide staff with emergency contact information for the police department, fire department, suicide hotline Post this information near the phones for easy access! Looking for More?

11 11 Toolbox Toolbox Quality Assurance Evaluation Voic Samples - Medical Voic Samples - Non Medical Message Template Samples Ensuring your patients or clients are receiving excellent customer service is vital to the success of your practice. Evaluate phone traffic by reviewing recorded calls or by performing live quality assurance checks of your staff s performance Train receptionists and/or healthcare workers on customer service skills Consider contacting an expert, like Dexcomm, for answering and messaging solutions Other Options Running a medical practice or another business doesn t always leave time for managing the customer service side of your company. That s when businesses like ours can help you out! dexcomm.com CORPORATE: 518 Patin Rd. Carencro, LA (877) DEXCOMM ( ) Helping the world connect, one message at a time.

12 12 Our Dedication to Development, Training and Compliance All new hires are put through an extensive application process involving several interviews with multiple company executives. We insist upon the successful completion of a full background check and drug screen. Additionally, the operator must sign a confidentiality agreement. We ensure that potential employees exemplify our core values, fit within our company culture and have the skills needed to serve our customers. Upon hire, we enter them into an extensive classroom-based training setting where they are educated on our operating system and our focus on customer service under the supervision of a dedicated and experienced training department. During the classroom-based training period, potential operators are educated on phone etiquette, customer service, how to handle a variety of situations, and are equipped with an industry -leading training manual. Additionally, operators are provided one-on-one training with management, exposed to live calls in peer-to-peer training, and are supported by floor managers during independent live calls. To produce best-practice telephone techniques, our Training Department developed a thorough closed-loop system. Calls are reviewed by a dedicated Quality Assurance Department, a division of the Training Department, who listen and score the operator s calls in real-time and for review. The department meets regularly to calibrate their scoring and provide feedback to the Training Department. Operators are given monthly, sometimes weekly, reviews on their performance. A SPECIAL THANKS TO Our Dexcomm Contributors

How To Improve Your Office s Communication Through Better Messaging

How To Improve Your Office s Communication Through Better Messaging Telephone Techniques How To Improve Your Office s Communication Through Better Messaging 2012 Dexcomm All Rights Reserved 2 PREFACE: JAMEY HOPPER PRESIDENT Operating as a 24/7/365 Telephone Answering Service

More information

Parks, Recreation Community Services

Parks, Recreation Community Services Department of and Parks, Recreation Community Services Telephone Procedures Manual A MESSAGE FROM THE DIRECTOR.. The first contact many residents have with city government is the voice that answers the

More information

Orientation to Quality Customer Service

Orientation to Quality Customer Service Orientation to Quality Customer Service This orientation contains crucial information for all new student employees at DePaul University. The orientation is designed to acquaint you with the everyday practices

More information

Presented by: Heather J. Donnelly HDI Certified Instructor. Telephone Skills

Presented by: Heather J. Donnelly HDI Certified Instructor. Telephone Skills Presented by: Heather J. Donnelly HDI Certified Instructor Telephone Skills Objectives Recall the key principles for dealing with an irate caller Apply specific techniques effective in providing excellent

More information

Quality Assurance Manual

Quality Assurance Manual Quality Assurance Manual Version 2.0 11/14 1 Table of Contents Contents 1.1 OVERVIEW AND PURPOSE... 3 1.2 CALL MONITORING TEAM... 3 1.3 CALL MONITORING FREQUENCY... 4 1. 4 CALL MONITORING SELECTION PROCEDURE...

More information

General Tips. Always follow up to ensure that solutions are viable and users are satisfied

General Tips. Always follow up to ensure that solutions are viable and users are satisfied General Tips Understand the users viewpoints Listen carefully to your users Remain calm and polite at all times Engage them in the resolution Always follow up to ensure that solutions are viable and users

More information

Information Sheet 6: Recruiting a Personal Assistant

Information Sheet 6: Recruiting a Personal Assistant Shaw Trust Direct Payments Support Services Information Sheet 6: Recruiting a Personal Assistant Sheet Outline: Drafting a Job Description and Person Specification Advertising your vacancy Interviewing

More information

Calling for Help in an Emergency

Calling for Help in an Emergency Calling for Help in an Emergency In an emergency, the ability to call for help quickly and effectively can mean the difference between minor property damage and total devastation, or even between life

More information

University Recreation Staff Training Modules Etiquette

University Recreation Staff Training Modules Etiquette University Recreation Staff Training Modules Etiquette This training module will outline the employee work practices we expect all staff members to follow. Lesson 1: Dress Code The employee dress code

More information

Telephone Etiquette: Thirty-Six Tips. Before you answer be prepared (this includes knowing how to use the phone/system features):

Telephone Etiquette: Thirty-Six Tips. Before you answer be prepared (this includes knowing how to use the phone/system features): Workforce Investment Act Pathways To Our Future Program Employment Unit Telephone Skills Telephone Etiquette: Thirty-Six Tips Before you answer be prepared (this includes knowing how to use the phone/system

More information

Providing Quality Customer Service

Providing Quality Customer Service Providing Quality Customer Service What is Customer Service? For all school district employees to provide the best customer service possible, we must first understand customer service. There are many acceptable

More information

REPUTATION MANAGEMENT SURVIVAL GUIDE. A BEGINNER S GUIDE for managing your online reputation to promote your local business.

REPUTATION MANAGEMENT SURVIVAL GUIDE. A BEGINNER S GUIDE for managing your online reputation to promote your local business. REPUTATION MANAGEMENT SURVIVAL GUIDE A BEGINNER S GUIDE for managing your online reputation to promote your local business. About Main Street Hub: Main Street Hub is the voice for more local businesses

More information

Telephone Answering Service Considerations

Telephone Answering Service Considerations TAS Considerations Our goal of this document is to provide you with insight that we hope will allow you to make an informed decision when choosing your Telephone Answering Service (TAS). A discussion of

More information

For Chairs: When one of Your Faculty Members is Dealing with Alcohol Abuse

For Chairs: When one of Your Faculty Members is Dealing with Alcohol Abuse Introduction: For Chairs: When one of Your Faculty Members is Dealing with Alcohol Abuse As we all know, alcohol abuse does exist in the university environment. The stress and demands of academia make

More information

www.mobiletechwebsite.com

www.mobiletechwebsite.com Performance Appraisal Defined Effective Performance Appraisals Effective Performance Appraisals The process of a. assessing and recording staff performance b. for the purpose of making judgments about

More information

A Guide for the Non-Professional Provider of Supervised Visitation

A Guide for the Non-Professional Provider of Supervised Visitation A Guide for the Non-Professional Provider of Supervised Visitation Superior Court of California County of Orange Answers To Your Questions A Guide for the Non-Professional Provider of Supervised Visitation

More information

Make and receive. telephone calls. Unit Q107. What you will learn. Understand how to make telephone calls Understand how to receive and transfer

Make and receive. telephone calls. Unit Q107. What you will learn. Understand how to make telephone calls Understand how to receive and transfer Unit Q107 Make and receive telephone calls What you will learn Understand how to make telephone calls Understand how to receive and transfer telephone calls Be able to make telephone calls Be able to receive

More information

12 questions project managers should be prepared for in a job interview

12 questions project managers should be prepared for in a job interview 12 questions project managers should be prepared for in a job interview Project management job interviews can be more stressful than the new job itself. Most candidates expect to talk about their strengths,

More information

PERFORMANCE MANAGEMENT & CORRECTIVE ACTION GUIDELINES

PERFORMANCE MANAGEMENT & CORRECTIVE ACTION GUIDELINES PERFORMANCE MANAGEMENT & CORRECTIVE ACTION GUIDELINES As a supervisor, one of your primary roles is to help employees succeed in their position and coaching them to high levels of performance. Whenever

More information

STEP 5: Giving Feedback

STEP 5: Giving Feedback STEP 5: Giving Feedback Introduction You are now aware of the responsibilities of workplace mentoring, the six step approach to teaching skills, the importance of identifying the point of the lesson, and

More information

Exceptional Customer Service Means

Exceptional Customer Service Means MISSION: VISION: Creating inspired lives by connecting people with information and ideas. Mandel Public Library of West Palm Beach reaches out to inspire, inform and create a delightful quality of life.

More information

Professional Telephone Courtesy Guide

Professional Telephone Courtesy Guide Professional Telephone Courtesy Guide Table of Contents Who are our Customers?... 2 Telephone Courtesy... 3 Answering the Telephone... 5 Placing a Caller on Hold... 6 Keeping Your Staff Well Informed...

More information

NETWORKING: WHY, HOW, WHO, and WHEN

NETWORKING: WHY, HOW, WHO, and WHEN NETWORKING: WHY, HOW, WHO, and WHEN Professional Development Workshop Series Career Development and Internships Office (CDIO) careers@northpark.edu x5575 1 Up to 80% of jobs these days are found through

More information

Special Report: 5 Mistakes Homeowners Make When Selling A House. And The Simple Tricks To Avoid Them!

Special Report: 5 Mistakes Homeowners Make When Selling A House. And The Simple Tricks To Avoid Them! Special Report: 5 Mistakes Homeowners Make When Selling A House And The Simple Tricks To Avoid Them! 1 Special Report: 5 Mistakes Homeowners Make When Selling A House Dear Homeowner, And The Simple Tricks

More information

Learning and Development Hiring Manager Guide For Onboarding A New Manager

Learning and Development Hiring Manager Guide For Onboarding A New Manager Learning and Development Hiring Manager Guide For Onboarding A New Manager www.yorku.ca/hr/hrlearn.html Table of Contents Introduction...1 What is Onboarding?...1 What is the Difference Between Orientation

More information

Everything you need to know about phone greetings and messages

Everything you need to know about phone greetings and messages About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time,

More information

Chapter 7.4 Negotiation skills

Chapter 7.4 Negotiation skills Benefits of this chapter Many think that negotiation is reserved for high-powered executives or lawyers sitting in the board room figuring out what big decision to make next. But the truth is, professionals

More information

HOW TO RESPOND TO INTERVIEW QUESTIONS

HOW TO RESPOND TO INTERVIEW QUESTIONS HOW TO RESPOND TO INTERVIEW QUESTIONS Interviewers typically use a variety of question techniques to determine if you re the person they want to hire. First, they ll choose questions designed to get specific

More information

Working with People in a Technical World. Lecture 3

Working with People in a Technical World. Lecture 3 Working with People in a Technical World Lecture 3 Working with People in a Technical World Learn about some job roles and responsibilities of those who sell, fix, or support personal computers Learn what

More information

MEDICAL ASSISTANT : COMMUNICATION WITH PATIENTS.

MEDICAL ASSISTANT : COMMUNICATION WITH PATIENTS. MEDICAL ASSISTANT : COMMUNICATION WITH PATIENTS. The most important abilities of a CMA are: the ability to Communicate effectively, with professionalism and diplomacy to all types of patients. Recognize

More information

The Art of the Four-Way Meeting. by Lynda J. Robbins. In Massachusetts, we have a standard role play demonstration we use in

The Art of the Four-Way Meeting. by Lynda J. Robbins. In Massachusetts, we have a standard role play demonstration we use in The Art of the Four-Way Meeting by Lynda J. Robbins In Massachusetts, we have a standard role play demonstration we use in our trainings. In the first part, the lawyers bustle in; one announces forcefully

More information

Conducting Emotionally Difficult Conversations. John Banja, PhD Center For Ethics Emory University jbanja@emory.edu

Conducting Emotionally Difficult Conversations. John Banja, PhD Center For Ethics Emory University jbanja@emory.edu Conducting Emotionally Difficult Conversations John Banja, PhD Center For Ethics Emory University jbanja@emory.edu How To Break Bad News Robert Buckman (with contributions by Yvonne Kason). Baltimore:

More information

Help Desk 100 Success Secrets

Help Desk 100 Success Secrets Help Desk 100 Success Secrets Helpdesk Need to Know topics covering Help desk jobs, Help desk software, computer Help desk, Help desk support, Helpdesk jobs, IT Help desk and Much more Gerard Blokdijk

More information

Dealing with problems and complaints

Dealing with problems and complaints 47 6 Dealing with problems and complaints STARTER Look at this list of things that customers complain about. Which three things annoy you the most as a customer? Compare your answers with a partner. a

More information

afraid aggravated anxious confident scared secure stressed

afraid aggravated anxious confident scared secure stressed LEVEL 1.5-2.0 BUSINESS ENGLISH PHONE MESSAGES 05 LEAVING A MESSAGE 02 IN CONTEXT 8-10 min Match the pictures with the adjectives How do you feel when you need to leave a message in English to your foreign

More information

Making the Transition to Management

Making the Transition to Management Making the Transition to Management Overview Advice on making the move to a management or supervisory position. Mistakes new managers often make The pressures and challenges new managers face Tips for

More information

Top 5 Medical Transcription Myths: Don t Turn Down the Career Till You Know the Facts!

Top 5 Medical Transcription Myths: Don t Turn Down the Career Till You Know the Facts! Top 5 Medical Transcription Myths: Don t Turn Down the Career Till You Know the Facts! Top 5 Medical Transcription Myths: Don t Turn Down the Career Till You Know the Facts! What s medical transcription?

More information

Customer Service Essentials Telephone Customer Service

Customer Service Essentials Telephone Customer Service For Teachers Introduction More than ever before, the selling of goods and services is a very competitive market. Customers will go somewhere else if they don't receive excellent customer service. Gaining

More information

TELLING PEOPLE YOU HAVE NEUROFIBROMATOSIS TYPE 1. StLouisChildrens.org

TELLING PEOPLE YOU HAVE NEUROFIBROMATOSIS TYPE 1. StLouisChildrens.org TELLING PEOPLE YOU HAVE NEUROFIBROMATOSIS TYPE 1 StLouisChildrens.org Introduction Neurofibromatosis Type 1 (NF1) is a common genetic condition that can cause a wide variety of medical problems in different

More information

Transforming Toxic Employees Into Positive Performers

Transforming Toxic Employees Into Positive Performers Transforming Toxic Employees Into Positive Performers Essential and Effective Management Skills to Improve Employee Performance Edward R. Mitnick, Esq. Just Training Solutions, LLC. All rights reserved.

More information

Administrative Support Professionals Competency Framework. The Centre for Learning and Development

Administrative Support Professionals Competency Framework. The Centre for Learning and Development Administrative Support Professionals Competency Framework The Centre for Learning and Development Table of Contents 01. Acknowledgements...3 02. Introduction...4 03. Background...5 04. Competency Assessment

More information

EMERGENCY EVACUATION PROCEDURES

EMERGENCY EVACUATION PROCEDURES EMERGENCY POLICY is committed to assuring a safe workplace for its employees. For this reason, the company has developed the following procedures for emergency situations. All employees should be familiar

More information

Employee Brief: Your Self-Assessment

Employee Brief: Your Self-Assessment Employee Performance Management Process August 2012 Employee Brief: Your Self-Assessment This brief is provided to help document your self-assessment and think about your 2011-12 performance. 1 The purpose

More information

Addiction is a complex problem that not only affects the physical and mental health of the individual but also his/her family and friends.

Addiction is a complex problem that not only affects the physical and mental health of the individual but also his/her family and friends. Alcohol and Drugs Addiction is a complex problem that not only affects the physical and mental health of the individual but also his/her family and friends. It is normal to feel helpless, frustrated, worried

More information

Walking a Tightrope. Alcohol and other drug use and violence: A guide for families. Alcohol- and Other Drug-related Violence

Walking a Tightrope. Alcohol and other drug use and violence: A guide for families. Alcohol- and Other Drug-related Violence Walking a Tightrope Alcohol and other drug use and violence: A guide for families Alcohol- and Other Drug-related Violence Alcohol and other drug use and family violence often occur together. Families

More information

Lesson One: Introduction to Customer Service

Lesson One: Introduction to Customer Service Student s Name: Date: / / Lesson One: Introduction to Customer Service 1. Customer service is a relatively complex puzzle. While engaging customers, we are attempting to offer services in a manner that

More information

www.lawpracticeadvisor.com

www.lawpracticeadvisor.com 12 Characteristics of Successful Personal Injury Lawyers By Ken Hardison President of Law Practice Advisor Kenneth L. Hardison, 2009 There s a theory that many successful lawyers and entrepreneurs admittedly

More information

Creating a Safe and Healthy Environment for Neighborhood Councils

Creating a Safe and Healthy Environment for Neighborhood Councils Creating a Safe and Healthy Environment for Neighborhood Councils Department of Neighborhood Empowerment Regional Roundtable and Training Day 2009 Patrick Prince, M.A. & Ann Phelps, Ph.D. PRINCE & PHELPS

More information

Nursing Interview Success Packet

Nursing Interview Success Packet LINFIELD COLLEGE Nursing Interview Success Packet Compliments of Linfield College - Portland Campus Office of Student Services Cat Careers What Will You Become? http://www.linfield.edu/portland/student-life/cat-careers.php

More information

Exceptional Front-Line Customer Service in Higher. Education

Exceptional Front-Line Customer Service in Higher. Education Exceptional Front-Line Customer Service in Higher Julie A. Selander Education Director, One Stop Student Services & University Veterans Services University of Minnesota Presentation Overview Defining customer

More information

Ninon Yale Clinical Nurse Specialist Trauma Program McGill University Health Centre Sept. 27, 2012

Ninon Yale Clinical Nurse Specialist Trauma Program McGill University Health Centre Sept. 27, 2012 Ninon Yale Clinical Nurse Specialist Trauma Program McGill University Health Centre Sept. 27, 2012 Suicide in Québec Québec is the Canadian province with the highest suicide rate Affects all age groups

More information

A guide for injured workers. Returning to work. April 2011

A guide for injured workers. Returning to work. April 2011 A guide for injured workers Returning to work April 2011 Contents 1. Getting back to work 1 Ideas to help you return to work 2 Staying positive 2 Your employer s legal obligations 3 Anti-discrimination

More information

MODULE 10 CHANGE MANAGEMENT AND COMMUNICATION

MODULE 10 CHANGE MANAGEMENT AND COMMUNICATION MODULE 10 CHANGE MANAGEMENT AND COMMUNICATION PART OF A MODULAR TRAINING RESOURCE Commonwealth of Australia 2015. With the exception of the Commonwealth Coat of Arms and where otherwise noted all material

More information

SAMPLE Standard Operating Procedure for Recovery Community Centers

SAMPLE Standard Operating Procedure for Recovery Community Centers SAMPLE Standard Operating Procedure for Recovery Community Centers 1 Our mission is to provide a comprehensive array of crisis, behavioral health, trauma and recovery services that contribute to the well-being

More information

Risk Management 100 Success Secrets. Gerard Blokdijk

Risk Management 100 Success Secrets. Gerard Blokdijk Risk Management 100 Success Secrets Gerard Blokdijk Risk Management 100 Success Secrets Copyright 2007 by Gerard Blokdijk All rights reserved. No part of this book may be reproduced or transmitted in any

More information

EnglishBusiness CompactMINIs Fast and to the point. Cheap and effective.

EnglishBusiness CompactMINIs Fast and to the point. Cheap and effective. EnglishBusiness CompactMINIs Fast and to the point. Cheap and effective. CLICK ON THE MINI OF YOUR CHOICE TO READ MORE M01: How to present your company in just 5 minutes M02: How to present yourself in

More information

Test of English for Aviation. Guide for: Test-takers & Teachers

Test of English for Aviation. Guide for: Test-takers & Teachers Guide for: Test-takers & Teachers What is the TEA test? TEA is a test of your ability to communicate in English it is not a test of your operational knowledge. TEA is a test of plain English in an aviation

More information

Buyer s Guide. Telephony and CRM Integration Software

Buyer s Guide. Telephony and CRM Integration Software Buyer s Guide Telephony and CRM Integration Software Foreword As you search for a telephony integration for your CRM platform, it is important to make sure you choose the solution that meets your business

More information

TASK I: Communication and Cultural Competence

TASK I: Communication and Cultural Competence TASK I: Communication and Cultural Competence Module A: Customer Service California WIC Training Manual 6/1/2010 Task I/Module A Page i TABLE OF CONTENTS OVERVIEW..... 1 What Is Customer Service?......

More information

IC2 Class: Conference Calls / Video Conference Calls - 2016

IC2 Class: Conference Calls / Video Conference Calls - 2016 IC2 Class: Conference Calls / Video Conference Calls - 2016 Technology today is wonderful. That doesn t mean, however, that conferencing calling in a foreign language is easy. In fact, the experience can

More information

HIPAA Patient Privacy Training

HIPAA Patient Privacy Training HIPAA 101 Patient Privacy Training for Participants in the Freeman Health Academy, Freeman Job Shadowing Program, Freeman Hospital Tours, and Freeman Maternal Child Health Program Tours HIPAA Is A Federal

More information

SELECT for Help Desk Agents

SELECT for Help Desk Agents SELECT for Help Desk Agents Distributed by Data Dome, Inc. Contact us at www.datadome.com. Copyright 1995, 1997, 1999, Bigby, Havis & Associates, Inc. All rights reserved. Survey Results for: Susanne Example

More information

Customer Service: Creating a Solid Foundation

Customer Service: Creating a Solid Foundation Customer Service: Creating a Solid Foundation Brought to you by: Comprehensive Public Training Program (CPTP) As administered by Louisiana State Civil Service 1 Table of Contents Why is Customer Service

More information

Office of Literacy and Essential Skills

Office of Literacy and Essential Skills People Partnerships Knowledge Skills and Employment Office of Literacy and Essential Skills Problem SOLVED! A Guide for Employees and Learners This tool is designed to support employees and learners who

More information

New Social Services Supervisor Training and Certification Manual

New Social Services Supervisor Training and Certification Manual New Social Services Supervisor Training and Certification Manual Division of Family and Children Services Education and Training Services Section April 1, 2006 Revised May 19, 2006 1 Contents Overview

More information

Table of Contents Page Introduction... 3 Key Feedback Principles... 4 Types of Feedback... 5

Table of Contents Page Introduction... 3 Key Feedback Principles... 4 Types of Feedback... 5 P r o v i d i n g q u a l i t y f e e d b a c k a g o o d p r a c t i c e g u i d e Table of Contents Page Introduction... 3 Key Feedback Principles... 4 Types of Feedback... 5 Positive Feedback... 5 Developmental

More information

Interviewing Practice = Preparation

Interviewing Practice = Preparation Interviewing Practice = Preparation What is the Purpose of an Interview? STUDENT An interview is a two-way exchange, a conversation, in which both participants have some goals. The Interviewer wants to

More information

CUSTOMER MANAGEMENT 4/10/2012 MCAA SPRING MEETING APRIL 12, 2012 COURT ETIQUETTE ETHICS CUSTOMER MANAGEMENT GENERALLY SPEAKING

CUSTOMER MANAGEMENT 4/10/2012 MCAA SPRING MEETING APRIL 12, 2012 COURT ETIQUETTE ETHICS CUSTOMER MANAGEMENT GENERALLY SPEAKING MCAA SPRING MEETING APRIL 12, 2012 COURT ETIQUETTE ETHICS CUSTOMER MANAGEMENT CUSTOMER MANAGEMENT GENERALLY SPEAKING THE BEST WAY TO MANAGE OUR TYPE OF CUSTOMERS IS TO UNDERSTAND THEY ARE NOT HAPPY BEFORE

More information

Read about the steps that may gradually help you to return to work. Learn about looking for and keeping a job.

Read about the steps that may gradually help you to return to work. Learn about looking for and keeping a job. CHAPTER 10 Work In this chapter, you will: Read about the steps that may gradually help you to return to work. Learn about looking for and keeping a job. Returning to Work Survivor Matters Work is important

More information

Agent s Handbook. Your guide to satisfied customers

Agent s Handbook. Your guide to satisfied customers Agent s Handbook Your guide to satisfied customers Introduction LiveChat is a tool that facilitates communication between a company and its customers. Agents who wield that tool use it to make customers

More information

LE SUEUR COUNTY HUMAN SERVICES 88 South Park Avenue Le Center, MN 56057

LE SUEUR COUNTY HUMAN SERVICES 88 South Park Avenue Le Center, MN 56057 LE SUEUR COUNTY HUMAN SERVICES 88 South Park Avenue Le Center, MN 56057 507-357-8288 (Phone) 507-357-6122 (Fax) Limited English Proficiency (LEP) PLAN Updated February, 2012 LEP Coordinator Susan L. Rynda,

More information

Sample Process Recording - First Year MSW Student

Sample Process Recording - First Year MSW Student Sample Process Recording - First Year MSW Student Agency: Department of Social Services Client System: Claudia Jones, age 22, unemployed single mother Date: February 22, 20xx Presenting Issues: Client

More information

CONTENTS 1. INTRODUCTION 2. RAGE GAUGE 3. ANGER SCALE 4. RULES OF ANGER MANAGEMENT 5. KEEP CALM TIPS 6. CONFLICT CLEARING PROCESS

CONTENTS 1. INTRODUCTION 2. RAGE GAUGE 3. ANGER SCALE 4. RULES OF ANGER MANAGEMENT 5. KEEP CALM TIPS 6. CONFLICT CLEARING PROCESS CONTENTS 1. INTRODUCTION 2. RAGE GAUGE 3. ANGER SCALE 4. RULES OF ANGER MANAGEMENT 5. KEEP CALM TIPS 6. CONFLICT CLEARING PROCESS 1. INTRODUCTION National Anger Awareness Week the British Association of

More information

The Anger Management Plan

The Anger Management Plan The Anger Management Plan In order to make a good anger management plan, you need to know in advance what your personal anger triggers and settings are, how angry you may get, and what anger management

More information

Central High School A+ Handbook. 2 6 0 2 E d m o n d S t r e e t, S a i n t J o s e p h, M O, 6 4 5 0 1

Central High School A+ Handbook. 2 6 0 2 E d m o n d S t r e e t, S a i n t J o s e p h, M O, 6 4 5 0 1 Central High School A+ Handbook 2 6 0 2 E d m o n d S t r e e t, S a i n t J o s e p h, M O, 6 4 5 0 1 Central High School A+ Handbook Preparation for Tutoring... 2 Five Steps to Being an Effective Tutor...

More information

A Guide to Developing a Workflow System for Your Financial Advisory Firm

A Guide to Developing a Workflow System for Your Financial Advisory Firm A Guide to Developing a Workflow System for Your Financial Advisory Firm A financial advisory firm cannot deliver a high level of service to its clients efficiently and profitably without a workflow system

More information

What do you need to know in the workplace?

What do you need to know in the workplace? What do you need to know in the workplace? Your internship may be the first time you ve worked in a professional setting. People will expect you to act as a professional. The rules are different among

More information

Presented by: Kelli McLeland Assistant Director of Student Employment

Presented by: Kelli McLeland Assistant Director of Student Employment Presented by: Kelli McLeland Assistant Director of Student Employment Student Employee As a student employee, you represent the school. You re a partner with faculty, staff and other student workers. The

More information

Culture.Service.Growth.

Culture.Service.Growth. inside view / jul 2014 Culture.Service.Growth. By Susan Hash Contact Center Pipeline A PEOPLE-CENTRIC CULTURE THAT ENCOURAGES STAFF TO BE CREATIVE, TAKE RISKS AND TO BE SUCCESSFUL. Pipeline Articles www.contactcenterpipeline.com

More information

Increasing Interview Effectiveness Loretta Capra, Colorado State University Maureen McGonagle, DePaul University/Centers LLC

Increasing Interview Effectiveness Loretta Capra, Colorado State University Maureen McGonagle, DePaul University/Centers LLC Increasing Interview Effectiveness Loretta Capra, Colorado State University Maureen McGonagle, DePaul University/Centers LLC Description: If you could change your interview process to improve your chances

More information

Government Procurement Services. In This Issue. The Rules of Email Netiquette. August 2015. GPS - Directing You to Success

Government Procurement Services. In This Issue. The Rules of Email Netiquette. August 2015. GPS - Directing You to Success Government Procurement Services GPS - Directing You to Success August 2015 This newsletter is published on a monthly basis to provide relevant information to government purchasing and contracting professionals

More information

Commitment to Customer Care Providing a high quality patient experience

Commitment to Customer Care Providing a high quality patient experience Commitment to Customer Care Providing a high quality patient experience Commitment to Customer Care Our promise: At Sheffield Teaching Hospitals, all receptions will The Commitment to Customer Care Guide

More information

Preparing to Serve: Online Training Modules

Preparing to Serve: Online Training Modules Preparing to Serve: Online Training Modules MASSEN, A. AND KOWALEWSKI, B. (EDS.) COPYRIGHT 2010. WEBER STATE UNIVERSITY PREPARING TO SERVE: ONLINE TRAINING MODULES PROFESSIONALISM CULTURAL SENSITIVITY

More information

Professor: David Shepherd

Professor: David Shepherd CLASS 11 Taking Your Sales Process Inbound Professor: David Shepherd Inbound Certification Brought to you by HubSpot Academy 1 WHAT IS INBOUND SALES? TRADITIONAL INBOUND vs. TRADITIONAL INBOUND Cold

More information

Strategies to Optimize Call Center Performance

Strategies to Optimize Call Center Performance Strategies to Optimize Call Center Performance Financial services customers demand superior service and support as the price of their ongoing loyalty and patronage. In today s experience-driven economy,

More information

Material for Peers: Portfolios

Material for Peers: Portfolios TOPSIDE Training Opportunities for Peer Supporters with Intellectual Disabilities in Europe Material for Peers: Portfolios Inclusion Europe www.peer-training.eu Authors: TOPSIDE partners Hugh Savage, ENABLE

More information

Example Material Change Management

Example Material Change Management Assessing Size and Complexity of Change - Overview Complex P R O C E S S Many processes Cross functional Critical processes Significant change P E O P L E Complex Many people New way of work Different

More information

IOWA WESTERN COMMUNITY COLLEGE Course Syllabus Information SPC-122 Interpersonal Communication Term: Winterim (12/19-1/6)

IOWA WESTERN COMMUNITY COLLEGE Course Syllabus Information SPC-122 Interpersonal Communication Term: Winterim (12/19-1/6) IOWA WESTERN COMMUNITY COLLEGE Course Syllabus Information SPC-122 Interpersonal Communication Term: Winterim (12/19-1/6) I. Faculty Information: Instructor: Mrs. Tanna White Cell Phone: (319) 830-9728

More information

Answering Calls For Your Department

Answering Calls For Your Department Phone Etiquette Objectives Answering Calls Tactful Responses Taking Messages Handling Rude Callers Making calls Ending Conversations Voicemail Etiquette Caller Complaints Answering Calls For Your Department

More information

Telephone Etiquette/Telephone Interviewing and Listening Skills

Telephone Etiquette/Telephone Interviewing and Listening Skills Department of Public Social Services Telephone Etiquette/Telephone Interviewing and Listening Skills Marsha Bryant-Hurt, Director Human Resources Division DPSS Academy Table of Contents Introduction of

More information

ESL Health Unit Unit One The Doctor s Office Lesson One Making Appointments. Lesson One Making Appointments

ESL Health Unit Unit One The Doctor s Office Lesson One Making Appointments. Lesson One Making Appointments ESL Health Unit Unit One The Doctor s Office Lesson One Making Appointments Source: http://ww w. cswu sa.com/image s/cl i pa r t/re sou r ce_ - _ te le ph on e_ wh i te_b kgd.jp g Reading and Writing Practice

More information

your people are our business Performance Management

your people are our business Performance Management Performance Management Introduction As a business owner, it is crucial to ensure that employees are motivated, inspired, productive and working to their fullest potential. As a manager of people, performance

More information

Sample Interview Questions

Sample Interview Questions Sample Interview Questions An interview provides the hiring manager a perfect opportunity to identify the applicant best qualified and best suited for the organization. Conducted properly, it is a valuable

More information

Introduction to Healthy Family Dynamics

Introduction to Healthy Family Dynamics Introduction to Parents & Families: Relationships are important to a satisfying life and learning about healthy relationships begins at home. Family provides the foundation for our sense of security and

More information

PERFORMANCE DEVELOPMENT PROGRAM

PERFORMANCE DEVELOPMENT PROGRAM PERFORMANCE DEVELOPMENT PROGRAM Document Number SOP2009-056 File No. 08/470-02 (D009/8429) Date issued 16 September 2009 Author Branch Director Workforce Unit Branch contact Strategic Projects Coordinator

More information

6864 NE 14th Street, Suite 5 Ankeny, IA 50023 800.277.8145 Toll free 515.289.4567 Dsm area www.ifapa.org Website ifapa@ifapa.

6864 NE 14th Street, Suite 5 Ankeny, IA 50023 800.277.8145 Toll free 515.289.4567 Dsm area www.ifapa.org Website ifapa@ifapa. About IFAPA The Iowa Foster and Adoptive Parents Association (IFAPA) is a non profit organization serving as a resource to foster, adoptive and kinship families in Iowa. Membership with IFAPA is free for

More information

WELCOME. Information Technology Legal. Administration. Successful Collaboration Between Records Management. Subhead goes here. Remove Welcome and add

WELCOME. Information Technology Legal. Administration. Successful Collaboration Between Records Management. Subhead goes here. Remove Welcome and add Successful Collaboration Between Records Management WELCOME Information Technology Legal Subhead goes here. Remove Welcome and add Administration text box for presentation slides. We re not Adversaries,

More information

The Ultimate Small Business Guide To Setting Up A Work From Home Or Remote Network Access System For Your Staff

The Ultimate Small Business Guide To Setting Up A Work From Home Or Remote Network Access System For Your Staff The Ultimate Small Business Guide To Setting Up A Work From Home Or Remote Network Access System For Your Staff Critical Facts And Insider Secrets Every Business Owner Must Know Before Installing A 'Virtual

More information

Supporting the return to work of employees with depression or anxiety

Supporting the return to work of employees with depression or anxiety Supporting the return to work of employees with depression or anxiety Advice for employers Around one million Australian adults live with depression. Over two million have an anxiety disorder. On average,

More information