1. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.1 SCORE Counselor Professional Development Program (CPDP) Orientation presented by: ???? & ?????

2. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.2 Purpose of This Session n Provide an overview of SCORE activities and expectations n Identify and Eliminate Barriers to Effective Counseling n Improve Effectiveness of SCORE Counselors n Improve the Use of SCORE resources by our clients

3. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.3 Agenda n Review Member Basics/Orientation Items – Mission – Needs – Expectations n Review “Membership Handbook” – Desk Counseling – Assessing Client Needs – Listening

4. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.4 SCORE/SBA Connection n Small Business Administration (SBA) * Mission * SCORE/SBA Connection n Service Core of Retired Executives (SCORE) * Mission. * Skills and Knowledge Needed n Code of Ethics

5. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.5 SBA Mission To aid, counsel, assist and protect the interests of small business concerns to preserve free competitive enterprise and to maintain and strengthen the overall economy of our Nation.

6. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.6 Connection to SCORE SBA uses SCORE volunteers to supplement its own assistance programs. SBA, within its budget constraints, provides administrative support to SCORE activities.

7. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.7 SBA Staff, Rochester Branch n Branch Manager: Peter Flihan n Loan Officer/Marketing: Victoria Reynolds n SCORE Liaison: Marcia Ketchum n Loan Servicing Assistant: Maribel Parshall n Business Dev’t. Tech: Carol Simmons n Administrative Assistant: Tammi Bennett

8. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.8 SCORE Mission We volunteer our expertise to cultivate America’ s economic growth.

9. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.9 Skills SCORE Counselors Offer Business Management Business Start-up Financing Taxes Marketing Computers Personnel Manufacturing Gov’t Contracts Exporting Legal Patents

10. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.10 Methods SCORE Counselors Use Desk Counseling Follow-on Counseling Workshops Publications Public Relations Public Speaking

11. DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.11 Code of Ethics SCORE Members: k are unpaid volunteers. k avoid situations where there might be a conflict of interest. (business, personal, between clients, etc.) k bring closure to the assignments to which they commit. k bring credit to themselves, the SBA and to SCORE. k keep information and client relationships confidential.

12. DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.12 Code of Ethics SCORE Members: k give unbiased information on available resources. k do not use SCORE activities for personal business related gains. k do not practice discrimination or prejudice in their SCORE activities. k do not sexually harass their clients. k seek advice when questions about the ethics of their actions arise.

13. DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.13 Expectations n To be a Regular member ( recognized as a SCORE member by the National Organization) – Attend the Orientation Meeting – Complete the self study “membership Handbook” – Observe six to nine desk counseling sessions with a mentor and other SCORE members

14. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.14 Expectations n Regular Member (Annually) – Participate in a minimum of 18 counseling sessions or workshops. – Attend a minimum of 6 monthly meetings. – Attend at least 3 of the SCORE member training seminars over a 2 year period. – Be an active member on one or more of the chapter committees.

15. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.15 Review of Score Forms n Member Questionnaire n Desk Counseling Sign-up n Request for Counseling (641) n Counselor’s Case Report (641A)

16. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.16 Officers and Committees Board of Officers n Elected – Chair – 2 Vice Chairs – 3 Members-At-Large – Past Chair n Appointed – Recording Secretary – Treasurer Committees n Administration – library, publications, purchasing, resources n Branches (Beyond Rochester Area) n Counseling n Marketing – Banking – Speakers Bureau – Public Relations n Membership & Training n Workshops

17. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.17 Resources n SBA/SCORE Library n SBA Staff n Other SCORE Members n Public Library n Community and Gov’t Resources.

18. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.18 Counselors Professional Development Program (CPDP) - 1 n Membership Handbook (Counseling Skills) – Orientation – Counseling Techniques – Client Assessment Guidelines

19. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.19 Counselors Professional Development Program (CPDP) - 2 n Business Skills – Business Planning Guidelines – Marketing – Financial Management

20. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.20 Guiding the clients toward: solving their own problems and making their own decisions Counseling is...

21. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.21 Effective Counseling n Important elements of effective counseling: – Empathy – Rapport – Listening

22. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.22 Empathy is... n Gaining an understanding of another person’s – feelings – situation – motive(s)

23. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.23 Rapport Rapport is... n Building a – Good, – Working, – Trusting Relationship

24. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.24 Listening n Our speaking rate is about 125 wpm n We listen at a rate of about 400 wpm (when we are familiar with the topic) n Our own – Experiences – Attitudes – Values – Interests – Areas of Expertise, etc. get in the way of effective listening.

25. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.25 Listening

26. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.26 Listening n Goal: – “The Average Listener comprehends only 25% of what is being said.” – “The Effective Listener can grasp as much as 65% of what is being said.” n Focus: – “Listening is not just being quiet. It requires effort. The Active Listener encourages the speaker to share more information.” n More Information: tape is available. (Title???)

27. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.27 Effective Counseling Remember,EmpathyRapport Listening are important elements of an effective counseling session

28. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.28 Client Assessment n Purpose: – To help client assess viability of business – to help client identify critical issues – to help the client find answers to issues – to guide client to the right resources

29. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.29 Client Assessment n Consider: – uniqueness of the idea – individual’s entrepreneurial spirit – individual’s personal situation – individual’s readiness

30. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.30 Client Assessment n Summary: – Listen for Key Ideas – Determine what the client is trying to say – Weigh what you feel

31. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.31 Counselor Professional Development Program Steps to Effective Counseling n Start from Where the Client is n Listen With Your Eyes And Ears n Evaluate Client’s Situation and Make Specific Recommendations to the Client n Assist the Client’s Decision Making n Arrange Follow-on Appointments n Close the Session

32. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.32 The End Review of Orientation Objectives Questions

33. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.33 Extra Slides Follow:

34. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.34 SCORE Meetings/Programs n Luncheon/Business Meetings n Seminars n Member Training n Executive Committee n Ad-hoc Committee

35. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.35 Committees Client Directed n Desk Counseling n Follow-On Counseling n Seminars n Publications n Public Relations n Public Speaking n Banking n Branches n Client Service n Evaluation n Etc.

36. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.36 Steps to Effective Counseling n Know the Purpose of the Initial Counseling Session n Develop Rapport n Clarify Client’s Reasons for Seeking Help n Listen, Empathize, Ask Clarifying Questions n Determine Client’s Readiness n Summarize, Verify and Get Agreement on Next Steps n Arrange for Follow-up Actions Counselor Professional Development Program

37. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.37 Counseling Counseling is... Guiding the client toward solving their own problems and making their own decisions

38. *** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.38 Empathy Empathy is... gaining an understanding of another person’s feelings, situation and motive