Practicality of Client Interactions Lesson 1: Guiding Principles One of themost important steps you can take in servingwith excellence is to understand and live out the foundational principles of your ministry. You must learn how to communicate love to your client and let them know you are there for them, regardless of their decision. This training will cover operating with truth and transparency, leading with excellence and safety, communicating with care and compassion, and guiding with understanding and respect. Lesson 2: Building Relationships via Intake Form Relationship, Relationship, Relationship. In this lesson, we discuss how to use the intake process to build a relationship with your client. The intake form and process gives you a wealth of information to help you care for your client’s specific needs. While there is a lot of variance between how each center approaches the intake process, the goal remains to create a beautiful relationship with your client. Lesson 3: Words Matter The words that you use in client interactions matter. In this lesson, we discuss the importance of using open-ended questions. We share how you can reframe an assumption as a statement of curiosity. You learn how important it is to avoid judging statements and how to share a hard truth with great love and grace. Your words can negatively impact your clients when you make promises you cannot keep. This lesson also touches on appropriate words when sharing the adoption option. Lesson 4: Cultural Competency As an advocate, you must understand how to interact with people from different cultures and beliefs. When you do, it will help you build trust with your clients. You don’t have to approve or accept their culture or practices to relate to them. In this lesson we talk about understanding, appreciating, and interacting with clients, despite our differences. Taught by Savannah Marten Savannah Marten is the Executive Director of the Pregnancy Center of Greater Toledo. She previously served at the Center as the Outreach and Fundraising Director. Savannah attended the University of Toledo and studied communications. Savannah’s passion for Pregnancy Centers stems from her deep love for the Lord and also helping to encourage women in their worth and to live in purity. She knows advocating for the unborn is close to the heart of God and through her work at the Pregnancy Center she is able to see the power of a community providing sustainable avenues of parenting for families. The five-session training, Onboarding: Practicality of Client Interactions, will give your staff and volunteers the tools to communicate with compassion in a way that will help your clients understand their own value and the value of the life they are carrying. The practicality of how you interact with clients should be central to everything you do. Onboarding is one of the most important steps for new staff or volunteers. These five short lessons will bring both of these together to raise the compassion in your client interactions with every new volunteer and staff member who completes the course. Lesson 5: Client Confidentiality Confidentiality is vital to the work you do to build the trust of your clients. In this lesson, we discuss appropriate forms of client communication, how and what information needs to be shared internally, what sources of external communications are acceptable, and when it is appropriate to break confidentiality. We also discuss the importance of knowing your state’s mandatory reporting laws. PART OF THE AWARD BADGE Onboarding with 11
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