Revision as of 19:27, 2 February 2010

Medicaid Eligibility

Customer Service Training

Interviewing Skills

Introduction

When interviewing a client, one of the things you always need to keep in mind is the client’s feelings. A maxim of helping people is, “Start where the client is.” Easy to say, but we don’t fully appreciate the significance of that simple statement. First you have to know where the client is, and then you have to be able to communicate to the client that understanding and meet him/her there. Empathy and empathetic responses are what enable us to do that. Empathy is the ability to see and feel the world as another person sees and feels it. It includes an ability to understand, “Yes, if I were in that person’s circumstances, if I had the person’s life history, I might think feel or do exactly as he/she thinks, feels, and does.” It requires suspending your own world view for a while and taking on someone else’s. To understand a client and his/her behavior, it is necessary to understand the world-view from which it springs. People behave in terms of their view of the world—both their perceptions and the significance of those perceptions to them. The first thing that expressing empathy allows is feedback; only when you express your empathy can the client affirm what you say or offer correction, enabling you to be more accurately empathetic. Then the other benefits follow. So learning empathy is not a matter of learning a new behavior. It is rather learning intentionally and consistently doing what we know. It is an act of attention and intention. Focus on the other person. As long as you are preoccupied with yourself or other concerns, you cannot fully attend to another person. Even though there are many other things that need your attention, during the time you are with your client, he/she is the most important thing to you. Focus on the other person’s feelings. You may have never been in the situation your client is in. But no matter what his/her circumstances; the client is feeling something you have felt at some time. Everyone has been happy, sad, tired, depressed, frightened, overwhelmed, etc. Connect with the feeling rather than the situation.

Interactions/Questions

Empathy is only one of a number of skills workers will need to conduct effective interviews. There are various types of questions that may be asked and appropriate and inappropriate uses of each. In an investigative interview, workers must know when to ask closed questions to elicit facts and when to ask open questions to explore the situation.

Types of Questions

Closed Questions Definition: Focus on facts, elicit specific information, and define a topic. Restrict client’s response. Advantages: Quickest way to find out specific information, especially when (1) time is short; or (2) client is talkative. Disadvantages: Client does not feel free to volunteer other information, which might be pertinent.

Direct Questions Definition: Ask who, what, when, where, how many, how long; focuses on one specific piece of information. Example: “Who else lives in the house with you?” Advantages: Provides specific information; good for data collection. Interviewer is in control. Disadvantages: Requires a series of questions to secure information. Client may feel bombarded by series of direct questions—like interrogation rather than interview.

Yes/No Questions Definition: Ask only for yes or no answer. Example: “Did you keep your appointment at the factory?” Advantages: Useful for confrontation. Interviewer is in control. Disadvantages: Provides very limited information. Client may feel like he/she is being interrogated. Responsibility for obtaining information is totally on the worker.

Choice Questions Definition: Client must select one of a limited number of alternatives. Example: “Would you prefer to go for an interview on Tuesday or Friday?” Advantages: Client may be more likely to act based on his/her own choice. Appropriate for clients who require direction but need to feel some independence. Appropriate for children. Disadvantages: Client may not like either choice; may not act on the choice.

Leading Questions Definition: The question suggests what the answer should be. Example: “You wore a dress to the office didn’t you?” Advantages: None in the casework process (used frequently by attorneys in cross-examination to control a testimony); Avoid the question. Disadvantages: Makes assumptions. Provides easy opportunity to give inaccurate response.

Why Questions Definition: Starts with “why.” Example: “Why didn’t you report this sooner?” Advantages: Useful in investigations. Disadvantages: Makes the client feel like naughty child; causes the client to justify behavior. Rephrase using “how.” “How did you try to handle this problem before?”

Open Questions Definition: Invite expanded answers. Leave client free to express what he/she feels is important. Example: “Could you tell me a little more about that?” Advantages: Elicit more information. Help build relationship by setting relaxed atmosphere. Allow worker to share responsibility and control the client. Disadvantages: Can get much irrelevant information, rambling responses. Statement Questions Definition: A statement which calls for elaboration on the part of the client. Example: “Tell me how you felt when that happened.” Advantages: Encourage client to provide additional information, explore feelings and motivations. Disadvantages: Can get much irrelevant information and rambling responses.

HELPFUL TELEPHONE ETIQUETTE TIPS

PHONE ETIQUETTE

RULES

Speak directly into the mouthpiece. If this is a problem because you use other equipment while on the telephone (i.e., computer), consider purchasing a headset, which will free your hands.

Don’t eat or chew gum while talking on the telephone (your caller may ask what you’re having for lunch!!)

If someone walks into your office while you’re talking on the telephone, DON’T cover it with your hands or press it against your chest (the caller may understand what you’re saying). Depress the HOLD button.

Don’t place the handset in the cradle until you’ve depressed the HOLD button.

Don’t lay the receiver on the desk, without placing the caller on hold (the caller will hear everything being discussed in your office).

Headline text

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Moodling around with LMS and links that work? [[Media:[www.moodle.org]]

testing editing capabilities

just a test, testing 123

File:Example.jpg '''Finding it difficult to get going with my own page'''Bold text==Example== Editing in the Sandbox

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How is everyone?

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testing, 1,2,3 A link Google

Seems very tedious to me.

I have put in the following link that works: About Moodle

I don't know what I'm doing.

Visit this site | Midwifery Today

[Manage_roles]

các bạn ơi vào đây lấy tài liệu Java

My first sandbox attempt.

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U1 Features & Newswriting

Challenge

Writing for the Media

Introduction

Become an Inependent Learner

Online learning is a little different from being in the classroom. Working with the computer will challenge all your senses: thinking, speaking, seeing, hearing, touching, often all at the same time. We will begin with a topic you already know something about. In this case, writing for the media. Both of us will explore and expand your knowledge and experience of what it is like to be a reporter.

Let's begin by exploring what we will learn in this unit.

Objectives

Review and practice keyboard skills
Develop an article for your local newspaper
Challenge your Grammar skills: Fragments.
Record your progress: Journal Entry

The Keyboard

<img src="Keyboard.jpg" width="149" height="72">

<a href="TheKeyboard">The Keyboard</a>

Select the link and warm up your mind and fingers
What about your <a href="http://www.powertyping.com/qwerty/lessonsq.html">speed and accuracy?</a>

Writing Skills

Writing Articles for the Media

What do the images below tell you about the difference between news writing and feature writing?
<a href="http://teacher.scholastic.com/writewit/news/step1.htm">How would you describe each type?</a>

News

5 W's Chart

What happened?

Who was there?

Why did it happen?

When did it happen?

Where did it happen?

Feature

Holds Readers' Attention

Grab them or lose them!
Get the right quote!
Like a short story!
Make your readers care!

Would you like to view a <a href="http://www.stonesoup.com/pdfs/stone_soup.pdf">student magazine?</a>

Grammar Skills

How about a Quick Grammar Quiz?

How can you recognize a<a href="http://www.quia.com/pop/13222.html?AP_rand=652226721"> fragment?</a>

(Try for 10/10)

Can you create sentences from fragments?
Revise the fragments.

(Enter correct sentences to your Notes page.)

Congratulations!!

</body> </html>

Tracker autolinking

MDL-19398 doesn't work. (yes, it does - now!) ;-)

But now this doesn't: tracker item desccription --Olli Savolainen 09:51, 6 June 2009 (UTC)

Fixed! --Eloy Lafuente (stronk7) 22:34, 9 June 2009 (UTC)

What about this syntax? tracker item desccription Doesn't work either. --Frank Ralf 20:08, 7 June 2009 (UTC)

And never has worked before AFAIK, it's the syntax used within Moodle (something like a "interwiki" link), but not within Moodle Docs (where it's an standard link to named page). --Eloy Lafuente (stronk7) 22:34, 9 June 2009 (UTC)

Thanks for fixing this. The interwiki link was just a try, forget about it ;-) --Frank Ralf 14:34, 10 June 2009 (UTC)

This one does: MDL-19398.

And spaces in the text MDL-19398 also should be respected.

Fixed! --Eloy Lafuente (stronk7) 11:03, 23 June 2009 (UTC)

And these:

MDL-19398

MDL-19398

MDL-19398

MDL-19398

asdf

Bold text

External images are possible: http://henrik.nyh.se/images/pug.png http://henrik.nyh.se/images/pug.png

But not File:http://henrik.nyh.se/images/pug.png

or

File:http://pilpi.net/photos/d/2946-2/11P1120874.JPG

Another try: http://pilpi.net/photos/d/2946-2/11P1120874.JPG

Note: This page is a work-in-progress. Feedback and suggested improvements are welcome. Please join the discussion on moodle.org or use the page comments.

Note: This page is a work-in-progress. Feedback and suggested improvements are welcome. Please join the discussion on moodle.org or use the page comments.

additional info wefahpo

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Category Test

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 HELPFUL TELEPHONE ETIQUETTE TIPS
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 ==RULES==

Documentation

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