Communication Strategies for Service Providers: Do’s and Don’t’s

By: Lisa Jordan Click author's name for more of his/her articles

Constantly consulting with customers is a major part of being a workforce development professional. For instance, during the placement process, you are often required to communicate with the customer before, during, and after job placement. You may also be required to communicate with employers, your other customer, during this process.

It’s important to know not just what to say, but how to say it. Process is as important as content ---you’re not handling merchandise, you’re relating with people!

Practice Active Listening

Active listening is an underrated communication skill; its benefits are many and significant. For one, active listening allows you to have a comprehensive and accurate grasp of your customers’ message, which in turn helps you craft a qualified response. More importantly, active listening sends a message of sincerity, respect and acceptance.

Attend to your customers not just with your ear, but with your whole body. If it’s evident in your body language that you are actively listening, you encourage the customer to be more open and trusting. Simple things like maintaining eye contact, leaning forward towards the speaker, and avoiding distracting mannerisms, can go a long way.

Paraphrasing is also an excellent way to communicate that you’re listening, particularly if you’re conversing with a person who’s blind or visually impaired who may not otherwise pick up on your body language. Paraphrasing is summarizing what you understood and asking for feedback if your comprehension is accurate.

On a related note, active listening also means admitting when you don’t understand something. When conversing with an individual with a speech impairment, don’t pretend that you understood something when you actually didn’t. Rather, ask your customer to repeat what s/he said. Clarifying is a listening skill that tells a speaker you sincerely wish to understand their message.

And, don’t forget! Clear your mind of distractions when listening. Don’t rehearse what to say next, or indulge in an off-topic thought. The more focused you are, the better listener you’ll be.

Build a Circle of Trust

Trust is integral in any relationship. Even if you just met, there are already many ways you can communicate that you’re a trustworthy person.

First, keep your word. When you say you’re going to do something, follow through. A service provider who’s absent at a meeting s/he committed to attend can hardly be seen as someone reliable!
Keep things professional and mind your boundaries. If your customers can sense that you’re involved, but objective, they’ll feel more comfortable with you. Always ensure privacy and confidentiality. Hard-built trust can fall with just one breach of ethics.

Remember, too, that disability information, or any information, should only be shared on a “need to know” basis. Don’t probe for information that has no relevance to the goals of the consultation. In the case of a workforce development professional, this means information related to the job placement process only.

Respect

Treat customers with dignity and courtesy; don’t assuming things about their needs, feelings and competence because of their disabilities. Like their able-bodies counterparts, many persons with disabilities have also led fulfilling personal, relational and work lives. Ultimately, they are a person first. Their disability does not define them.

When discussing disability, always use “person first” language. For example, say “person who uses a wheelchair” rather than “someone who is wheelchair-bound.” Avoid designations that might be interpreted as patronizing like “sweetie” or “dear.” In fact, just ask your customer what they’d like to be called; don’t assume.

Use appropriate disability etiquette and basic manners. Don’t assume someone wants or requires assistance; persons with disabilities have likely been dealing with different tasks for some time. If it is your policy to ask everyone if they need assistance, that’s great. Otherwise, wait to be asked. Then, don’t go beyond the request.

As a rule, when asking questions, remember to stick to questions that are relevant to the service you are providing. Personal curiosity is never a good reason to raise a question. Don’t “steer” a customer to a particular job based on disability – it’s illegal! Neither should you give disability related advice (e.g. medication, treatment).

Adapt to the situation – don’t follow a script. As long as you mind basic manners and etiquette, there’s no need to be self-conscious. It’s also okay to just ask what someone needs.

Show Concern

Make sure your customers are comfortable with the process. Choose your words wisely and be aware of your tone.

Be sure to limit or avoid physical contact. It’s fine to shake hands in greeting, but hugging or constant touching of the arm may communicate the wrong message to your customer. If you need to make physical contact in order to assist a person, that’s fine. Just be sure to obtain their permission first.

Article Source: ABC Article Directory

About The Author: Lisa Jordan is a disability and workforce development expert. Lisa uses her keen ability to identify challenges and develop solutions so that workforce development professionals can increase their comfort level, productivity and effectiveness when working with a diverse clientele. Download Lisa’s Special Report on 5 Easy Disability Tips to Immediately Increase Agency Accessibility by visiting www.human-solutions.net