Opening Doors for Everyone: Providing Outstanding Customer Service at the One-Stop Center Webinar Series A Webinar Series B April 6, 2011 May 4, 2011 April 7, 2011 May 5, 2011 April 8, 2011 May 6, 2011 WEBINAR TITLE SLIDE FACILITATOR: (Click to next slide)

Webinar Platform: Participant View Presentation Slide Area Attendee List Chat Room WELCOME SLIDE FACILITATOR: There are 5 areas that I would like to call to your attention: The first is the Presentation Slide area; it’s where the main visual content for the webinar will appear and it will be the main focus of your attention throughout the webinar. The second is the Attendee List; it’s located on the top left of your screen and it displays a list of all attendees of this webinar. The third area is the Chat Room, also at the left of the screen, directly below the attendee list, it allows you to ask questions, or make comments during the webinar. We are using a ONE-WAY conference call for the audio portion of this webinar—you can hear the presenters, but they cannot hear you. Due to the large number of attendees, and to control background noise and interruptions, we’re going to rely on this CHAT feature to solicit your questions throughout the session. Those of you attending with a group will want to designate a “scribe” to represent your group by entering questions as they occur ANY TIME throughout the session. Your questions are automatically transmitted to the presenters and will be answered during dedicated question and answer periods. The fourth area is the Status Options Toolbar located at the bottom left of your monitor. Once you click the drop-down arrow, you’ll be presented with a few options to choose from so that you can give the speakers real-time feedback in a shorthand way. The fifth area is the Full Screen option. If you select the Full Screen option, the PPT will enlarge. If any images or text appear too small, please select the Full Screen option, but please keep in mind that you won’t be able to use the Chat to submit any questions unless you deselect the Full Screen option when you are in Full Screen mode. IF POLLING WILL BE CONDUCTED, INFORM USERS THE POLLING WINDOWS WILL NOT APPEAR IF THE USER IS IN FULL SCREEN MODE. IF SCREEN SHARING WILL BE CONDUCTED, INFORM USERS THAT WHAT IS BEING BROADCAST WILL NOT APPEAR IF THE USER IS IN FULL SCREEN MODE. (Click to next slide) Full Screen Status Options

Submitting Questions To submit a question, type the question in the text field and click the arrow button. Please enter the name to whom the question is directed. To send questions only to the presenters, select Presenter from the drop-down menu before clicking the arrow button. Questions will be answered at appropriate times during the presentation. Arrow Button Text Field OPEN CHAT SLIDE FACILITATOR: If you would like to submit a question during the question and answer portion of the presentation, please enter that question into the Chat Room. The Chat Room is located in the lower left portion of the virtual classroom. To submit a question, type the question in the text box and click the arrow button to submit. Note that by default, your question will be sent to everyone viewing the presentation. If you would like to send your question to the presenter only, please select Presenter from the drop-down menu below the text box before clicking the arrow button to submit. Again, please be sure to enter your questions at ANY TIME throughout our session. We’ll make time to answer as many of them as possible at the end of today’s presentation. (Click to next slide) Gary, where can I find today's PPT? Drop-Down Menu

Practice In the Chat Room, please type the name of your organization, your location, and how many people are attending with you today. PRACTICE SLIDE FACILITATOR: In order to get an idea of who is attending this webinar with us today, and to give you a chance to practice using the Chat feature, please type the name of your organization, your location, and how many people are attending with you today in the Chat Room, and then click the arrow button to submit your entry. (NOTE: WAIT FOR RESPONSES TO BEGIN APPEARING IN PRESENTER CHAT, ACKNOWLEDGE SOME OF THOSE RESPONSES, AND CLICK TO NEXT SLIDE)

How to Participate in Polls POLLING INSTRUCTIONS SLIDE FACILITATOR: If you’d like to participate in today’s poll(s): Wait for the polling window to appear on your screen. Once the polling window appears, read the question/polling topic or wait for the polling question/topic to be read to you. Select the option beneath the question/polling topic that best suits your answer by “mousing” over and left-clicking the radio button located to the left of your selection options. Some polls may allow you to choose more than one selection. If so, you will be informed that you may select as many choices as are available. If the selection you’d like to make isn’t represented as an option in the polling window, please use the Chat window to type in your response to the poll. (Click to next slide)

Access to Webinar Resources Recordings and transcripts are available within 2 business days after the event. Access to Webinar Resources

Opening Doors for Everyone: Providing Outstanding Customer Service at the One-Stop Center April 7&8 and May 5&6, 2011 Strengths-Based Approaches

PRESENTERS Moderators Presenters Randee Chafkin – Senior Program Specialist, ETA Disability Programs Vinz Koller – Director of Technical Assistance and Training, Social Policy Research Associates Presenters Anne Adams and Laura Aron – Social Policy Research Associates

INTRODUCTION & REVIEW

What do you like best about your job at the One- Stop center? ACTIVITY What do you like best about your job at the One- Stop center? Please type your response in the chat box. CHAT LAYOUT 1

ACTIVITY What personal qualities do you have that make you good at your job? CHAT LAYOUT 2

How do your strengths serve people? ACTIVITY continued How do your strengths serve people? CHAT LAYOUT 3

STRENGTHS-BASED APPROACH A strengths-based approach operates on the assumption that people have strengths and resources for their own empowerment.

STRENGTHS-BASED APPROACH continued Create a partnership with the customer. Integrate program requirements with customer needs.

GOALS OF THE TRAINING Teach strengths-based approaches to customer service. Share strengths-based tools.

CHANGING OUR MINDSET What would happen if we focused on customers’ strengths instead of the barriers they face?

TRADITIONAL APPROACH Focuses on the problem Reactive Views the person & the problem synonymously Crisis-management approach Competition among service providers Heavy reliance on public funding to provide services Treats and often re-treats entrenched problems

STRENGTHS-BASED APPROACH Focuses on strengths Proactive Views the participant as a resource Vision-building perspective Cooperation among all entities Unleashing the potential of all entities Belief that change is possible

STRENGTHS-BASED APPROACH continued A profound belief in the [customer's] potential is intrinsic to any strengths-based assessment. Thinking about strengths begins with understanding what goals and dreams the person has; reflecting on the possibilities and hope in their lives. In the process, they can discover or develop new possibilities for themselves and change toward a better quality of life. (Saleebey)

WHAT ARE STRENGTHS? What people have learned about themselves and others Personal qualities, traits, and virtues What people know about the world around them Talents Cultural and personal stories and lore Pride Community connections Spirituality (Saleebey 2006)

ACTIVITY Martha, aged 60, entered the One-Stop center to seek employment after her daughter was laid-off from work. Martha lives with her daughter and looks after her three grandchildren. She worked at the local newspaper as a Sales Assistant, a job she obtained immediately after high school. She volunteers at the local food bank every Wednesday evening with a friend from church. Martha is interested in working with young children. She knits for pleasure. POLL

Posing Strengths-Based Questions ACTIVITY continued Posing Strengths-Based Questions “You were ambitious to obtain a Sales Assistant position straight out of high school. Did you enjoy it? What types of things did you learn?”

Please type your response in the chat box. ACTIVITY continued Based on the information from the scenario, what questions could you ask Martha to find additional strengths she possesses? Please type your response in the chat box. CHAT LAYOUT 4

ACTIVITY continued Additional Strengths-Based Questions: Has your enjoyment of motherhood and grandparenting led to your interest in working with young children? Giving of your time and talents to others is admirable. How did you get involved with the Food Bank? Knitting can be very creative and also relaxing. What do you like most about it? Is there a specific religion or any cultural information that I need to understand in order to understand you better?

STRENGTHS ASSESSMENT TABLE MARTHA ASSESSMENT TABLE LAYOUT

ASSESSMENT TABLE continued

Please type your response in the chat box. ACTIVITY If you were to employ the strengths approach to your practice, how would your customers’ experiences change? Please type your response in the chat box. CHAT LAYOUT 4

THE BIG PICTURE: COACHING MODEL Welcome all customers who come through the door and continue to enhance readiness to serve new or different customers. Readiness to Serve All Assist people with uncovering their own talents and strengths to achieve sustainable results. Strengths-Based Approaches Build career pathways in partnership with the customer. Career Pathways

TOOLKIT, OTHER RESOURCES

EVALUATION PUSH OUT EVALUATION LINK

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