Every day, Information and Referral (I&R) Specialists answer calls from vulnerable people in difficult situations. With experience, they get to handling these calls quite adeptly. This course is about those other calls. An I&R specialist must have the skills to meet the needs of all types of people in all types of situations, including people who are angry, hostile, manipulative, call frequently with the same problem, or are otherwise difficult to serve. This interactive course describes the range of “challenging” calls generally encountered within an I&R program, techniques for diffusing situations, setting boundaries, and if necessary, terminating calls. This training was written by AIRS staff member, Clive Jones, a former President of InformCanada, who is responsible for the AIRS Certification Program, in addition to assisting with training and standards development. It was adapted from material within The ABCs of I&R (copyright AIRS). AIRS is the nonprofit Alliance of Information and Referral Systems at www.airs.org.
Section 1: Introduction A. About This Course B. Learning Objectives C. Introduction Section 2: Challenging People A. Challenging People B. Types of Difficult Clients Section 3: Techniques to Defuse Anger A. Techniques to Defuse Anger B. Remain Non-judgmental C. Ending a Call D. When Dealing With The Range of Difficult Callers E. Also Know Your Own Personal “Triggers” Section 4: Mental Health Calls A. Mental Health Calls and “Constant Callers” B. Mental Health Calls Section 5: Setting Boundaries A. Setting Boundaries B. Setting Boundaries Questions Section 6: Face-to-face Interviews A. Face-to-face Interviews Section 7: Summary A. Course Review B. Take a Moment to Reflect on What You Learned C. Congratulations
Clive Jones is a former President of InformCanada, and is responsible for I&R training, credentialing, and standards development.Disclosure: Clive Jones, B.A. has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
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