1. AREA REP SUPPORT SKILLS B

2. This training follows Skill Building A Area Reps will continue with advanced trainings Area Reps will join monthly support calls Participants should attend in person trainings when possible 2 TRAINING ASSUMPTIONS

3. Support Skills A the Area Rep role lines of communication student / host family support requirements documentation and reporting requirements basic problem solving YFU Policies and Procedures 3 REVIEW

4. GOALS strategies to build relationships with student and host family active listening skills problem solving skills how to provide effective reporting potential risks of poor support 4 At the conclusion of this training, you should be familiar with: GOALS

5. 5 BUILDING RELATIONSHI PS

6. 6 Read the student / host family application Have 2 face-to-face meetings early Fill the role of mentor Support the student and host family Advocate for the student Prepare for the relationship

7. allow for small talk explain your role ask questions! acknowledge the challenges of an exchange give thoughtful positive feedback 7 Develop the relationship BUILDING RELATIONSHIP S

8. 8 ACTIVE LISTENING

9. limit distractions maintain eye contact don’t interrupt welcome silence stay on topic avoid talking about yourself 9 Give other person maximum time to talk ACTIVE LISTENING

10. 10 open questions allow for free talk closed questions obtain needed information beware of rapid-fire questioning Ask questions ACTIVE LISTENING

11. 11 avoid parroting clarify meaning confirm your understanding avoid advising, diagnosing, criticizing Reflect back ACTIVE LISTENING

12. 12 PROBLEM SOLVING

13. listen to the concerns get examples determine significance of behavior make an assessment 13 Gather information PROBLEM SOLVING

14. seek information from everyone involved provide relevant information 14 Clarify issues PROBLEM SOLVING

15. brainstorm possible solutions discuss possible consequences of solutions 15 Develop solutions PROBLEM SOLVING

16. 16 QUALITY REPORTING

17. Contact Reports in my.yfu.org report personal contact by the Area Rep Contact Reports on their own, do not suffice as documentation of an issue or problem SSMs need to be informed – via phone or email - of any concerns that the Area Rep has or is aware of 17 Contact Report vs Phone Call/Email QUALITY REPORTING

18. remain impartial remain accurate use clear language provide all perspectives state facts, not judgments include examples 18 Maintain neutrality QUALITY REPORTING

19. messy irresponsible inconsiderate uncooperative self-centered too much time on homework / not doing homework doesn’t follow rules too much contact with home country seems unhappy not what we expected 19 Avoid judgment QUALITY REPORTING

20. 20 PRACTICE SCENARIO

21. Participants exchange student host parents host siblings Area Rep 21 PRACTICE SCENARIOS

22. Analysis What was missing in the Area Rep’s personal contact? What assumptions were made? Why didn’t the student tell her Area Rep about this issue sooner? How could the Area Rep have uncovered this situation sooner? How can an Area Rep be assured that the exchange student is comfortable and feels secure in the family’s home? 22 PRACTICE SCENARIOS

23. Support Concerns Area Rep never met with the student alone Area Rep didn’t give the student reason to trust her Student didn’t understand that Area Rep was her advocate Area Rep was potentially biased 23 PRACTICE SCENARIOS

24. If I am friends with the host family… can I remain unbiased if a problem arises? can I overcome any perception of bias? how can I establish trust with the student, that I am his/her advocate? will my friendship prevent me from recognizing potential physical or emotional issues quickly? will I be able to address minor or serious concerns with the host family? will I be able to recognize when/if I have lost objectivity? 24 PRACTICE SCENARIOS

25. 25 WRAP UP

26. 26 As an Area Rep you must Meet with the student alone, out of the home environment. Build a relationship with your student; trust is earned not given! Make sure the student knows you are HER advocate. You are there for her. ALWAYS remain unbiased! 26 REMINDERS

27. 27 Contact your SSM when request to move a student school issues – poor grades, attendance, breaking rules change in host family status – illness, divorce, additional household member YFU policy violations – curfew, drinking, shoplifting you can’t remain objective something makes you uneasy anytime you feel over your head or want help REMINDERS

28. 28 Legal medical or mental emergency call your SSM immediately: 800.872.0200 or 866.4.YFU.USA if no answer within one hour call the national emergency support line: 800.424.3691. EMERGENCIES

29. 29 Follow these tips: communicate - establish a relationship; keep in touch listen - get all perspectives be impartial / objective be culturally sensitive observe confidentiality follow policies and procedures submit paperwork - make it accurate, objective and timely DOCUMENT, DOCUMENT, DOCUMENT SUMMARY

30. 30 Mandatory for all volunteers Introduction to YFU New Volunteer Training Department of State Certification - annually Mandatory for Area Representatives Support Skills A Support Skills B Sample of Other Training Topics Support Skills C The First Student Visit Effective Host Family Interviewing American Overseas Student Interviewing ADDITIONAL TRAINING

31. 31 QUESTIONS

32. 32 EVALUATION