Course is online, on-demand and takes approximately 3 hours to complete. See below for more training course details. You have until that date to complete your CPEU Evaluation or Webinar Feedback Survey for this course. How does testing work? Learn more about course expiration dates. Web-based On-demand WIC training course About This Course You asked – We delivered! This 4-part course is designed just for WIC frontline staff and others interacting with WIC clients. Includes: 4 30-minute sessions of interactive on-demand training. We know WIC clinics have lots of clients and little time! So, this program is a recorded series your staff can access and watch any time–either individually or as a group training. Here are the topics: Session 1: How to Champion a Customer Service Mindset in WIC Excellent WIC Customer Service: Good for WIC Clients and Good for You Case Study: Using a Holistic Approach to Customer Service Delivering Great WIC Customer Service: Using the Four R’s Tuning Your Ears: Using the 4 R’s The Four R’s: Rephrase Activity: Practicing Rephrasing The Four R’s: Reflect Activity: Practicing Reflecting The Four R’s: Reassure Activity: Practicing Reassuring The Four R’s: Resolve Activity: Practicing Resolving Case Study: The 4 R’s Resolving Customer Issues: When You Get Stuck Session 2: Empathy and Emotional Intelligence in WIC Case Study: Practicing Empathy Activity: Creating Your Emotional Intelligence Plan Demonstrating Empathy Toward Your WIC Customers Case Study: Concrete Ways to Demonstrate Empathy Tuning Your Ears: Empathy Dialogue: Using an Empathic Approach Activity: Rewriting Dialogue to be More Empathetic Dialogue: Demonstrating Empathy–The Right Way Session 3: Addressing and Resolving Conflict in WIC Activity: Addressing and Resolving Conflict Deal with Facts/Activity: Deal with Facts Understand the Other/Activity: Understand the Other View Conflict as Opportunity/Activity: View Conflict as Opportunity Know Your Boundaries Resolving Conflict in WIC: Going Deeper Case Study: Addressing Conflict Dialogue: Addressing Conflict Case Study: Conflict that Must be Escalated Dialogue: Conflict that Must be Escalated Reflecting on Conflict/Activity: Reflecting on Conflict Role Play: Addressing Conflict Effective Communication Strategies in WIC Practicing Plain Language Activity: Simplifying Language Overcoming Language Barriers Using Plain Language Supportive Communication for Customers with Comprehension Challenges Session 4: Adapting Your Communication: Education, Phone Etiquette and Cultural Considerations Adapting to Customer Education Levels Practicing Step-by-Step/Activity: Practicing Step-by-Step Telephone Etiquette: Answering the Telephone Telephone Etiquette: Leaving a Message Telephone Etiquette: Greeting a Customer How Does Cultural Sensitivity Enhance Your Interactions? Cultural Differences in Communication Effective Service Strategies for Diverse Clients Your staff will learn how to apply each skill immediately after it is presented using interactive activities and practice. Gain a holistic approach to customer service in WIC with this training designed just for WIC frontline staff!
