2. o Review and practice effective steps in the I&R Process o Review and practice active listening skills o Review and practice effective assessment techniques

3. Ice Breaker

5.  Establishing Rapport  Active listening: a structured form of listening and responding that focuses attention on the speaker and what is being said.

7. Understanding the nature and extent of inquirer’s situation Employ Probing Techniques Involve the inquirer in the assessment process – check in and ask if what you’re suggesting is accurate

15. Listening Pitfalls Thinking of your next question and not listening Interrupting the caller when not necessary for focus Asking too many “why” questions Making decisions for the caller

16. Listening Pitfalls Cont. Failing to maintain boundaries: giving advice, counseling, or conducting case management Self-disclosure Focusing too much on note-taking

17. Employment Health Care Food Housing Child Care Transportation Legal Services Mental Health Services Financial Assistance Credit Counseling

26. Training Presentation Source: ABCs of I&R, 2007-10 Editions Thank you for Participating! Fran Spadafora Manzella Human Services Coalition 100 West Seneca Street Ithaca, NY 14850 607-273-3010, ext 242 fmanzella@hsctc.org