Transcript Interviewing Skills Used by Effective Case Workers

Cassandra McGilbray, Director
The Chickasaw Nation
Office of Child Support Services
Topics of Discussion
Effective Casework
“Strengthening Families”
What is your mission?
First Impressions
 First impressions
define a customers
perception of you
and your program
 Establishes a
customers level of
cooperation.
 Statistics - 5:1 ratio
Where Do I Start?
Effective interviewers have a variety of
strategies & techniques.
 Understanding your
Interpersonal
Relationships/Skills
 Acknowledgement of
vital component
…Exemplary Customer
Service
Customer Service Skills
“a series of activities designed to enhance the level of customer satisfaction”
 Consider both customers needs
and expectations
 Know who your customers are
 External customers
 Internal customers
 Consistency in services
 Effective service every time.
 Customer service is the
cornerstone of what we do
Customer Services Skills Cont…
 Professionalism
 Personal Attention
 Knowledgeable staff
 Personalized service
 Professional appearance
 Address customers by
 Prepared and organized
name
 Empathy – fair - respect  Create a Calm, Open
Environment
 Prompt Attention and
Acknowledgement
 Eliminate distraction
 Eye contact
 Room arrangement
 Welcoming - friendly
 Private location for
greeting
interview
 Be on time
Customer Service Skills Cont…
 Clear Communication
 Be prepared
 open ended questions
and feedback
 Effective Listening
 Encourage
 Patience
 Restate
 Use time effectively
 Reflect
 Closing Ability
 Summarize
 Everything's taken care of?
 Follow up actions
Interpersonal Skills
“skills used by a person to interact and communicate with others”
 Effective
Communication
 Listen and comprehend
 Choose your word
 Assertive
Communication
 Clear and balanced
 Anger Management
 Evaluate and
understand
 Conflict Resolution
 Mediation Model
 Teamwork
 Teamwork = success
 Be Positive
 Happy face
 Reflect and improve
 Learn from past
experiences
GROUP ACTIVITY: INTRODUCTIONS
Communication Skills
“Seek first to understand, then to be understood” - Stephen R. Covey
 Non-verbal
 Message breakdown
Communication
 7% verbal/spoken
 Tone of Voice
words
 Body Language
 38% tone of voice
 55% body language  The Power of
Listening
 Verbal
 F.L.A.T (Focused
Communication
Listening
and
 Words Spoken
Talking)
I DIDN’T SAY THAT SHE STOLE THE PURSE
Tactics for Handling Difficult Customers
Utilize Skills Discussed!
 Be a Good Listener
 Think before you Respond
 Empathize
 Personalize Situation
 Recognize Underlying
Factors
 Resolve & Summarize
 Involve Management
The Angry Customer
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Maintain Focus and Control
Listen and Provide Feedback
Be Supportive and Empathic
Allow Customer to Vent
Acknowledge Errors – Apologize
Negotiate a workable solution
Communicate Results
Group Exercise
Presented by: Meekin Norman
Modoc Tribe of Oklahoma
Cassandra McGilbray
The Chickasaw Nation
Office of Child Support Enforcement
[email protected]
580-436-3419