Effective Telecommunication training is an overview of basic telecommunication skills to use when working with children and families. Trainees will learn the importance of monitoring their voice tone and language used when providing services to vulnerable clients. The training utilizes a trauma informed approach to communication and provides concrete strategies to assist trainees in identifying the underlying need(s) of the child or family to better support them. If the child or family becomes escalated, the training includes crisis communication methods for deescalating a frustrated client. The training addresses how proper service etiquette can make clients feel safe, supportive and hopeful, which will increase their likelihood of receiving services or continuing to receive services.
Training Objectives
Trainees will learn how the presenting or inherent conditions or personal histories of the children and families they serve will influence their response to the clients behavior
Trainees will learn how to communicate using a Trauma Informed Care approach.
Trainees will learn how identifying and considering the client's needs, reducing any demands, and increasing support can be effective tools in responding to children and families concerns or questions.
Trainees will learn supportive crisis communication methods to prevent client escalation as well as de-escalation strategies.
Trainees will learn basic service etiquette skills and understand how proper communication and phone etiquette will leave clients with a favorable impression of them, their department, and the agency in general, which demonstrates why it's imperative they be at their best when answering phones or corresponding with clients virtually.
