1. Knowledge Based Scripting

2. Effective communication requires not only that people share knowledge but also that they know they share knowledge." 2

3. What is a script? A little on language Message planning/ Mini scripting Self Observation

4. Adopting the continuous learning perspective. Pay attention to each conversation as an opportunity to grow in skill. Over learn. Do what comes naturally? Embrace trial and error.

5. Words, phrases, or entire conversational passages that you have used in similar interactions 5 Hello. Goodbye. Good Morning. 211 San Diego, may I help you? Is there anything else I can help you with?

6. Language is the method of human communication, either spoken or written, consisting of the use of words in a structured and conventional way.

7. Linguistic Knowledge Rules offer one explanation for the use of language. They account for the ways people decide to use or not use certain words, compose sentences, enact discourse as a series of words and sentences in a form we call conversation. Language occurs in rule-bound patterns Grammar Syntax Discourse Semantics Sociolinguistics Pragmatics

8. Cybernetics In addition to rules, cybernetics can help explain the choices and processes of conversation. People have goals and select (or avoid) words, create sentences, and weave discourse to achieve those goals. Greek word meaning "the art of steering".

10. 10 Linguist say: The most important parts of communication are probably those that result from more active planning and processing

11. WHEN WE SEEK TO: Know what others know. What are other goals are in conversation. Know how others process information. Impart new knowledge. THE ABILITY TO: To select one goal or outcome instead of others. To separate issues. To integrate efforts. Recognize the communicative roles people take as they produce message.

12. Each communication situation has many features that allow choices regarding strategic responses. Which are augmented by the choices communication partners select, each person is confronted with making quick strategic choices.

13. What words and phrases? How is a question asked? Is it a statement, question or response? Information you want to include. What is its purpose? Where is it placed?

14. FactsSet goals Message Design Weave message Assess and adjust 14

15. Where can we use planned scripting in Information and Referral?

16. The more involvement a conversation is going to require, the more you will benefit by sharing your conversational goal and inviting the conscious cooperation of your conversation client

17. Giving your listeners all the information they need for understanding more clearly. Listeners mentally reconstruct a speakers experience.

18. When asking questions use powerful language tools to focus conversational attention and guide interaction with others. Discourse Sociolinguistics Pragmatics

19. USDA redesigned and reintroduced Food Stamps in October 2008. The name Food Stamps has a stigma attached to it. Only 65 % of those eligible actually receive nutrition assistance. Only 34% of elderly that are eligible for nutrition assistance, participate. 71% of people are more inclined to apply if they are prescreened. Low income families pay a greater share of income to dependant care.

20. The USDA has recently redesigned the nutrition assistance program, these changes include some eligibility criteria would you like may ask you a few questions to see if your eligible?

21. Nutrition assistance/Food S tamps is an effective way to help your family purchase healthy food. Would like you see if your household is eligible?

22. The new federal nutrition assistance program has recently made changes that effect working families, would you like me to go over some of those changes to see if you might be eligible?

23. First 5 of San Diego offers resource for children and families with children under the age of six. 90% of a Childs brain develops by age 6. Physicians recommend all children receive developmental screenings. The American Academy of Pediatrics recommend children receive regular developmental screenings. If detected early many children developmental issues can be corrected. All children grow and develop at different rates.

24. You mentioned you have a child under the age of 6, would you like information on other services available for your child, such Healthy Developmental Screening or School Readiness?

25. The American Academy of Pediatrics recommends all children receive routine developmental check ups would, would you like someone to contact you about a free check up?

26. It sounds like you like youre concerned about your childs development, all children grow and develop at different rates. You are able to receive a free healthy development check. Would you like someone to contact you?

27. FactsSet goals Message Design Weave message Assess and adjust 27

28. Adopting the continuous learning perspective. Pay attention to each conversation as an opportunity to grow in skill. Over learn. Do what comes naturally? Embrace trial and error.

29. William York Service Design Coordinator 211 San Diego 858-300-1237 wyork@211sandiego.org