Service Delivery: Working with Challenging Clients

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Every day, Information and Referral (I&R) Specialists answer calls from vulnerable people in difficult situations. With experience, they get to handling these calls quite adeptly. This course is about those other calls. An I&R specialist must have the skills to meet the needs of all types of people in all types of situations, including people who are angry, hostile, manipulative, call frequently with the same problem, or are otherwise difficult to serve. This interactive course describes the range of “challenging” calls generally encountered within an I&R program, techniques for diffusing situations, setting boundaries, and if necessary, terminating calls. This training was written by AIRS staff member, Clive Jones, a former President of InformCanada, who is responsible for the AIRS Certification Program, in addition to assisting with training and standards development. It was adapted from material within The ABCs of I&R (copyright AIRS). AIRS is the nonprofit Alliance of Information and Referral Systems at www.airs.org.

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Part 1: Introduction
Open to download resource.
Open to download resource. A Community Resource Specialist has to deal with many difficult and challenging situations and with the people who are living within those situations. Some people are a joy to serve. They are polite, respectful, and very thankful for your help. There are other people who are difficult to serve. They may be impolite, disrespectful, rude, belligerent, racist, sexist, or condemn every effort you make to help as insulting and inadequate.
Part 1: Review Exercise
8 Questions  |  5 attempts  |  8/8 points to pass
8 Questions  |  5 attempts  |  8/8 points to pass After reviewing the presentation, please indicate which of these statements is true and which ones are false.
Part 2: Types of Difficult Caller
Open to download resource.
Open to download resource.
Part 2: Review Exercise
1 Question  |  5 attempts  |  9/9 points to pass
1 Question  |  5 attempts  |  9/9 points to pass
Part 3: Techniques to Defuse Anger
Open to download resource.
Open to download resource.
Part 3: Review Exercise
6 Questions  |  5 attempts  |  15/15 points to pass
6 Questions  |  5 attempts  |  15/15 points to pass What should I say?
Part 4: Constant Callers
Open to download resource.
Open to download resource.
Part 4: Review Exercise
8 Questions  |  5 attempts  |  8/8 points to pass
8 Questions  |  5 attempts  |  8/8 points to pass Determine whether these statements are true or false when it comes to dealing with constant callers.
Part 5: Face to Face Interviews and Conclusion
Open to download resource.
Open to download resource.
Reflection
2 Questions  |  1 attempt  |  2/2 points to pass
2 Questions  |  1 attempt  |  2/2 points to pass
Service Delivery: Working with Challenging Clients (Quiz)
15 Questions  |  Unlimited attempts  |  12/15 points to pass
15 Questions  |  Unlimited attempts  |  12/15 points to pass
Certificate of Completion
1.00 Hour(s) of Professional Development credit  |  Certificate available
1.00 Hour(s) of Professional Development credit  |  Certificate available Certificate of Completion