The Client-Centered Approach: Client Greeting & Handling Lesson 1: Guiding Principles: Who Needs to Be Trained &Why An important step in serving with excellence is to understand and live out the foundational principles of your ministry. This training will cover how your office phone is a hotline.The goal of the call is to secure an in-person appointment. Learn how to handle a busy reception desk, respect the confidentiality of the clients, and how to end a call. Lesson 2: Who is the Caller? Who is the caller? In this lesson, we discuss characteristics of the abortion shopper or abortion-determined caller, as well as boyfriends, friends, and parents who may be calling for her. For many, you may be the first person they have actually shared their situation with, many may have taken a home test and kept it private, not telling family or father of the baby. It is important for your staff to understand the caller so they can respond with appropriate information and be a calming presence for her. Taught by Pam Stenzel Pam Stenzel was on the “front lines” in the early 1980’s, as Director of AlphaWomen’s Center, a counseling center for women undergoing crisis pregnancies. Her experiences taught her that before teen pregnancies and STD rates could decline, attitudes of teens toward sex had to change first. She is currently Senior Regional Clinic Coordinator for Community Pregnancy Clinics in Florida . She is founder of Enlighten Communications, a nonprofit whose goal is to provide structured sexual integrity education that empowers adolescents to create a healthy perspective of at-risk behavior. This five-session training, Onboarding: Client Greeting & Handling, will help you train every staff member who answers the phone to respond to clients in a winsome and honest manner. Lesson 1 covers the guiding principles or core beliefs. Lesson two talks about who the caller is and how to respond. Lesson three teaches basic hotline skills for phone conversations. Lesson four speaks to how to connect relationally with the caller to help secure an appointment. Finally, in Lesson 5 we discuss how to make the client feel welcome in their visit to the center and, if they won’t make an appointment, ways to use texting as a last option to share information. These five lessons will provide the foundational training needed for those who answer the phones in your center. Lesson 3: Hotline Counseling Knowledge of basic hotline skills is essential to all who are answering the phones. In this lesson, we discuss slowing the pace of the conversation. You want to make sure your client feels heard. We teach you how to answer questions with questions to help in the process. You will learn the “Seven Principles of Verbal Intervention” and how to put them into practice. Lesson 4: Answering the Tough Calls As staff answering the phone, you must learn to slow down the pace of the conversation. Your job is to connect relationally with the client and secure an appointment. We discuss the importance of staff having good knowledge of fetal development, abortion procedures, chemical abortion and abortion pill reversal. Lesson 5: Initial In-Office Greeting In order for your client to feel cared for and loved, you will want to explain paperwork and procedures using simple instructions. In this lesson, we discuss the need for a warm and welcoming environment when the client walks into the center. We teach you how to greet and connect with guests that accompany the client. We also touch on the use of telemed when it isn’t possible to meet in person with the client. PART OF THE AWARD BADGE Onboarding with Free with BrightCourse subscriptions. www.BrightCourse.com (800) 767-7258 Br ightTraining: Courses to create strong and heal thy center-envi ronments .
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