A Coach’s Approach to Client Engagement

Level: Advanced Practice – (Lineworker, Supervisor, Manager)

Credits: 9

Intended Audience: Child Welfare Lineworkers, Supervisors and Manager who wish to build on their engagement skills

Description of Course: Using lecture, facilitated discussions, role play and TOL activities in this one and a half day training, participants will improve their customer/social service professional relationship by learning how to create an empowering atmosphere where trust, respect, and credibility exists between the professional and the customer. Participants will, also, learn how to create collaborative solutions where the customer is fully accountable for and engaged in his or her own development.

Intended Objectives:

• Value working in the social services field
• Define and develop a coaching mindset
• Practice applying the 10 House Rules of Coaching and active/intense listening
• Practice how to control the atmosphere using powerful questioning
• Define your strengths in using A Coach’s Approach to Client Engagement
• Value the mindset and behaviors necessary to coach a client to success
• Describe how to control the atmosphere using powerful questioning
• Define your strengths using a coach’s approach to client engagement
• Recognize and practice strategies to develop a client-owned case plan

Topics Include:

• What you didn’t learn in college
• Review of SW CORE engagement strategies
• Coaching as a form of engagement
• The 10 House Rules of Engagement
• Powerful Questioning and Active/Intense Listening
• Managing emotions and correcting behaviors and mindsets that lead to stress
• How SWs can actively engage clients in their own “client-owned” case plan