2. Keys to Collaboration Beth Ackerman, Ed.D.

3. Collaboration Why are we here? Customer Service Customer Service

4. Customer = ? Internal or External Customers? ExternalStudentsClientsParentsLEA Other Services Internal Other Employees & Departments

6. Successful Teacher?? Your success with your students will be determined by how you interact with them as well as others!!! Your success with your students will be determined by how you interact with them as well as others!!!

7. Your Web of Service Students Students Parents Parents Special Education Teachers Special Education Teachers Regular Education Teachers Regular Education Teachers Administration Administration Cafeteria workers Cafeteria workers Librarian Librarian Custodial staff Custodial staff Grandparents, aunts, uncles, etc. Grandparents, aunts, uncles, etc. Paraprofessionals Paraprofessionals Speech, occupational, physical therapists Speech, occupational, physical therapists Central Office Central Office Other service providers Other service providers

8. Family Involvement Partnership for Family Involvement in Education - U.S. DOE Statistics Parents of students with disabilities are more involved than their non disabled peers Parents of students with disabilities are more involved than their non disabled peers The greatest predictor of student success is parent involvement The greatest predictor of student success is parent involvement

9. Types of Family Involvement Phone calls Phone calls Notes home Notes home Formal meetings Formal meetings Informal meetings Informal meetings Open door policy for parents to visit the school Open door policy for parents to visit the school Notes to the school from parents Notes to the school from parents Open Houses, PTA meetings, etc. Open Houses, PTA meetings, etc. Try to have 2 positive contacts with parents to every negative contact!! Try to have 2 positive contacts with parents to every negative contact!!

10. Essential Skills to Balance Clinical SkillsInterpersonal Skills

11. What Do Our Customers Want? Confidence Acknowledgment Reassurance Esteem Demonstrate the love, compassion, and service of Jesus Christ with ALL (students, coworkers, parents, etc.)

12. Breaking Barriers = EffectiveCommunication

13. Uncover Information Close-Ended Questions Close-Ended Questions Does your child behave at home? Does your child behave at home? Does the student you are referring to know his alphabet? Does the student you are referring to know his alphabet?

14. Uncover Information Open Ended Questions Open Ended Questions What types of behavior is your child experiencing at home? What has the student been learning?

15. Translate Technology and Jargon “Phonemic Awareness...Huh? What does that mean?” Feature What is it? Benefit What does it mean for me? What does it mean for my family?

16. Service Credibility Building Trust with the 4 C’s ConfidentialityCourtesyConcernCompetence

17. Why We Don’t Hear Others

18. Service Styles How to communicate effectively with personalities different from your own.

19. Behavior Foundations We are creatures of habit. We are creatures of habit. We tend to be judgmental. We tend to be judgmental. The model deals with behavior only. The model deals with behavior only.

20. Ask Tell Control (task directed) Emote (people directed) Analyticals How? Drivers What? Amiables Who? Expressives Why? (slow) (fast) ASSERTIVENESS RESPONSIVENESS Service Styles

21. It doesn’t matter where you are on the line, but that you can move towards others. It doesn’t matter where you are on the line, but that you can move towards others.

22. Dealing with Unsatisfied Individuals Be proactive Be proactive Communicate in their service style Communicate in their service style LISTEN LISTEN Use Buffer Statements Use Buffer Statements “I Statements” “I Statements” Closing a conversation Closing a conversation

23. Buffer Statements Yes, I can see your dilemma Yes, I can see your dilemma I am so glad that you brought that to my attention. I am so glad that you brought that to my attention. That’s an interesting statement. That’s an interesting statement. Hmmm. Hmmm. That must be frustrating. That must be frustrating. Yes, healthcare can be expensive today. Yes, healthcare can be expensive today.

24. “This school is too expensive.” A. No, It’s not. B. Too bad. C. I’m sorry. D. Yes, day school facilities can be expensive, but the services that are provided...

25. “How long do I have to wait this time?” A. As soon as I get to it. B. Fifteen minutes. C. How long are you willing to wait? D. I can understand you have many things to do.

26. “This is a terrible mistake.” A. Let me tell you why it is not my fault. B. Everyone makes mistakes. C. Why? D. Mistakes can be frustrating.

27. “I can’t believe this place.” A. Me either. B. Why not? C. Yes, I hear that all the time. D. That’s an interesting statement.

28. Difficult Scenarios Customer Resistance = Question + Emotion

29. “ I Statements” When I ___________ When I ___________ I feel _____________ I feel _____________ Because I__________ Because I__________ I would like ________ I would like ________

30. TYPES OF COLLABORATION WITH CO-WORKERS Team Teaching Team Teaching Inclusion Inclusion Resource Resource Consultative services Consultative services IEP meetings IEP meetings Self-contained with paraprofessionals and specialists Self-contained with paraprofessionals and specialists The same theories apply!!! The same theories apply!!! It is imperative that you have an attitude of service to make an impact on your students and others around you. It is imperative that you have an attitude of service to make an impact on your students and others around you.

31. Review Determining your web of service. Determining your web of service. The importance of building a strong web. The importance of building a strong web. Effective communication Effective communication Service styles Service styles Dealing with unsatisfied individuals. Dealing with unsatisfied individuals.