Communication
In a fast-paced or internal team environment, using this short, informal 4-letter word is a quick way to say "I've received and understood your message."
You have a client show up your DD. The response is...
What is assess the situation and note if this warrants a meeting. If so, notify your fellow DD people and get coverage for the time of the appt. If not, schedule the client to come in another day
The next step when you are DD and get an email that a client is here for a UA
What is respond to let SS know someone received the email and will respond to the request?
If you are not able to start administering UA tests at 8AM, you should
In digital communication, typing a response in this specific format is universally interpreted as screaming or shouting at the recipient.
What is using ALL CAPS?
The next step after you officially accept a case in CSTS.
What is email Support Staff to add conditions and fees
The responsibility to update the calendar for DD is
What is the person originally assigned?
Rather than have someone come in weekly on the same scheduled day for a UA, the better option is
What is adding them to the random testing call in on a "low"?
This time is the latest a client can check in for random testing?
What is 3:30?
How to confirm what a client looks like
Support Staff emails you regarding a client who may or may not have an appt. May or may not be here at the correct time... etc. You would...
What is reply and communicate the circumstances
This is how you note a change to DD coverage throughout the day
What is update the DD calendar?
This action can be taken if there is no same gender probation officer available to give a UA
What is Use a iSreen test or see if they are able to wait for a same gender PO?
Since DD UA are over at 3:30, I can schedule appt
What is No, no appts can be scheduled on DD
This is in place in order to justify the need for a department car
What is note availablity on the spreadsheet?
With Multiple people on DD, how do we know who is going to take the request when an email comes in.
What is reply back to inform all parties.
How we rethink about discussing with clients regarding discharge eligibility and timing
What is re-framing?
This baked, glazed breakfast treat may be the ultimate item for a coworker to cover extra duties (UA, court, on-call, DD, etc)
What are donuts?
This may be at risk if appointments continue to be scheduled your Duty Day
This will likely happen if the west door continues to be left ajar
What is the exit/door will be closed for the summer
This communication skill focuses on discussing issues respectfully and seeking solutions
What is constructive communication?
If WFH was approved, it could be recalled due to
What is based on the needs of the office?
If a client is not able to provide within the first 5 min, the next step is
What is escort them back to the lobby to wait and take the next person in line.
Emailing same day DD agents to ask if it is ok to cover for you and not find additional coverage is acceptable if it is only a quick check in
What is No, always find coverage outside of the same day DD agents?
Because email lacks vocal tone, this classic psychological bias describes our tendency to read a completely neutral message as slightly negative or critical.
What is the negativity bias (or email cynicism)?