AIRS: Anatomy of a Good Call

AIRS: Anatomy of a Good Call 

People calling Information and Referral (I&R) services portray complex circumstances and needs using an equally complex array of communication styles. In order to leave a client empowered with new information and appropriate referrals, each I&R Specialist should know the correct combination of listening and speaking skills to draw upon during each call. This course outlines those required skills from greeting to closure, illustrating techniques for making the caller feel heard and empowered with the overall objective of achieving top-notch customer service on every I&R call. This course is intended for all staff providing Information and Referral to the public within all applicable sectors of human services. The unique feature of this course is the incorporation of audio clips that illustrate the correct phone techniques and model the preferred behaviors.

$18.00

Hours: 1.50
REL-HHS-AIRS-CALL

Certificates

Certificates provided by accrediting body (1 Match)

Alliance of Information and Referral Systems Certificate of Completion

1.5 HOURS


Course Details

Course Code: REL-HHS-AIRS-CALL
Hours: 1.5
Type: Online Course
Content Expiration Date: 12/31/2022
Learning Objectives:
Identify the skills necessary to conduct a highly effective Information and Referral call.
Describe how to evaluate the inquirer's need(s) and make a human connection with each caller.
Apply the communication skills appropriate to effectively handle any type of call and all types of callers.

Outline:
Section 1: Introduction
A. Course Contributors
B. About This Course
C. Learning Objectives
Section 2: Key Call Elements
A. Carmen’s Conundrum
B. Rapport Building
C. Samples of Rapport Building
D. Paraphrasing
E. Active Listening
F. Active Listening In Action
G. Asking Questions
H. Open-Ended Questions
I. Closed-Ended Questions
J. Probing
K. I&R Communication Technique Matching
L. Geri’s Gem!
M. Section Summary
Section 3: Good Closure Elements
A. Geri’s Goodbye!
B. Closure
C. Carmen’s Comeback!
D. Section Summary
Section 4: Conclusion
A. Course Summary
B. References

Instructor: Jade Monahan-Tarr, CIRS
Mrs. Tarr is the staff trainer at 211 San Diego and has over 15 years of experience creating and delivering customer service training programs. Disclosure: Jade Monahan-Tarr, CIRS has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Instructor: Terri Baker, CIRS
Ms. Baker has spent the past 20 years working for non-profit access and telephone centers and is Team Coach at 211 LA County. Disclosure: Terri Baker, CIRS has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Instructor: Elizabeth Ruiz, CIRS
Ms. Ruiz has over 18 years of customer service experience ranging from supervision, training, coaching, and quality assurance. She serves as both a Team Coach and Quality Assurance Supervisor at 211 LA County. Disclosure: Elizabeth Ruiz, CIRS has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Target Audience:
The target audience for this course is: entry level General Staff; in the following settings: Health and Human Services.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form (https://www.relias.com/help) or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
Accommodations
If you require special accommodations to complete this module, please contact Relias Customer Support here.