This workshop equips participants with comprehensive skills and strategies to deliver exceptional customer experiences. As public servants, we are charged with serving a unique population that deserves our best. Participants will explore principles of effective communication, empathy and problem-solving tailored to child welfare environments' unique challenges and dynamics. Participants will also learn their conflict management style. Through interactive activities and examining emotional intelligence, participants will learn to navigate client interactions to produce the best possible outcome.
After attending this training, participants will be able to:
- Understand the importance of providing excellent customer service to clients involved in the child welfare system.
- Explain the crucial relationship between staff and client as partners in overcoming the circumstances that brought the family to the agency.
- Identify the impact of positive customer service on client engagement and improved outcomes.
- Identify how to build trust and rapport with clients, caregivers and internal co-workers
- Develop strategies for fostering collaborative partnerships to enhance service delivery and outcomes.
- Apply techniques to de-escalate tense situations and maintain a supportive environment.
- Appreciate the importance of compassion and sensitivity in interactions during conflict and difficult conversations.
- Recognize and respect diversity and the unique experiences and perspectives of others.
Course Code
510118