(1) What problems is the customer experiencing? (2) What are the customer's strengths? (3) What are the customer's challenges/Barriers? (4) What resources does the customer have?
What is the Purpose of Assessment
100
"When my son started kindergarten, I also struggled with letting him go."
What is Appropriate Disclosure
100
"You seem highly motivated to go back to school and you have many good reasons to do so. Would it be okay if we transitioned to your degree of confidence in succeeding in school? On a scale of 1 - 10, with 10 being the highest, how confident are you in going back to school and succeeding?"
What is Talking about and Accessing Confidence
100
"Interesting, tell me a bit more about this desire to change (behavior). Can you provide some examples of what might go better if you did (behavior)? How does working on (behavior) fit with your values and beliefs? What are some of your top reasons (behavior) is important for you at this time?"
What is Eliciting/Evoking Change Talk
100
"What would be the benefits of you participating in Work Success? How would that positively affect your family?"
What is Open Ended Questions
200
"Would it be OK if we talked more about what DWS can do for you and work together to find services that would most benefit you and your family?"
What is an Orienting Statement & Permission Question
Serious childhood traumas that result in toxic stress that can harm a child's brain. This toxic stress may prevent a child from learning, from playing in a healthy way with other children, and can result in long-term health problems.
What is Adverse Childhood Experiences (ACE's)
200
Providing a statement suggesting a shift in focus, from what the customer wants to discussing why the goal is important. The customer's permission is sought to make the transition through a permission question.
What is Timing and Transitioning between What land & Why land
200
Using the following words when speaking with a customer: We, Us, Our, Together, Jointly, Partner, and Collaborate.
What is Partnering Language
300
"If I am understanding correctly, you really find it important to work full time to provide for your family, is that right?"
What is a Listening and Reflecting statement
300
Term that describes a set of skills and capacities that are controlled by the frontal lobe of the brain, which is a region that organizes many other brain functions. This impacts peoples' ability to succeed in the workforce, educational attainment and personal relationships.
What is Executive Functioning
300
Customer: "I want to go to school to obtain an acting degree so that I can become financially stable." EC: "Going to school is certainly a strong way to improve your skills and become financially stable. Unfortunately DWS does not feel there is a strong labor market in the acting occupation. I would be happy to discuss other training options as well as other resources we have that will help you achieve your goal of self-sufficiency. Would you like to hear about this information?"
What is Introducing Limits/Constraints of what DWS can do
300
This has purpose - responds to a customer's need. It is "Doable" because the customer has the skill set, time & energy, resources (internal and external), and experience.
What is a Credible Plan
300
"Hello and welcome to DWS. Thank you for coming in today. Let's take a few minutes to understand what brought you here and gather information to see how we can help you."
What is a Welcoming Statement
400
"That must be really difficult to still be looking for a childcare provider after visiting a few already."
What is a statement showing Empathy
400
"You want more financial stability and that may come through getting a better job."
What is Flipping concerns into a goal
400
EC: "If we can take a minute to identify a few times when you had success in overcoming the "Procrastination bug" I think it could help lift your confidence in fighting procrastination in the future. Would that be alright with you?" Customer: "Yes, that would be fine." EC: "So, tell me about an example of when you overcame procrastination."
What is Supporting & Strengthening Confidence
400
"Of the items we agreed to work on, which seems most important to you?" (Customer responds) "Your choice makes sense, and with your permission I am going to suggest another priority given our agency's policies do not cover this topic."
What is Prioritizing among Issues, Goals, and Concerns
400
"You did an excellent job completing your resume. I am really impressed how motivated you are in your job search."
What is an Affirmation
500
"You are right. Finding a job in this economy is hard. Still, your situation is not uncommon. How about we work together and talk through steps we can take to better prepare you in your job search?"
What is a Normalizing statement
500
EC: "What would be most helpful to you in finding a good job?" Customer: "Getting computer skills." EC: "Would you like to hear about options to help you gain computer skills?" Customer: "Yes." EC: "We can start by looking at computer classes that are available online and in person, would that work for you?"
What is Elicit-Provide-Elicit
500
This is focused with determining the issues or concerns that need to be addressed during a meeting with a customer. This should be followed up with a question seeking the customer's input and buy-in.
What is Building a Working Agenda
500
"If I asked you to rate your motivation for attending Work Success right now what would you say on a scale of 1 - 10 with 10 being the highest?" (Customer Responds - rate 7) "Wow, that is pretty high. Why not a 2 or 3?"
What is Scaling
500
"We have explored your motivation for earning your high school diploma. Can we discuss how you might successfully work on obtaining your diploma?"