2. Rapport!! Makes inquirer feel welcome Puts you and the inquirer on the same page Connection - Working together Good Communication

3. Active Listening Avoid long silences - distraction Use minimal encouragers ( um hum, ok, I see) Make brief notes – help you focus (10 yr old son, no food, ill ) Tone of voice (happy, sad, angry)

4. Paraphrasing Confirm understanding of inquirer’s need Is that right? Is that what you’re looking for ? Multiple needs - Prioritize What is your most urgent need today? What would you like to start with?

5. ASSESSMENT - What’s really going on? Open Ended What’s your situation? Can you tell me a little about what’s going on?  Closed Ended Is this the first time you’ve called us? Do you have a pen and paper?

6. Empathy “I’m sorry for your loss” “I’m sorry that you are going through this” “This must be very difficult for you” “I hope your situation gets better”

7. Validation I’m so glad you called us I’ll be happy to search for some referrals to help you Thank you for calling, I’ll be glad to see if there is some assistance available to help you. It sounds like you are going through a lot, let’s see how I can help you

8. Transitional Phrases Which way do we go from here What’s next Examples: In order to begin my search for ……may I have your zip code To better assist you today, may I ask you a few questions May I place you on a brief hold in order to……..

9. Summary: We establish rapport by connecting with the inquirer by using Active Listening skills Paraphrasing Assessing the inquirer’s situation Empathizing with inquirer Validation Transitional Phrases Rapport is the Key to quality call handling!!

10. Unauthorized use and/or duplication of this material without express and written permission from 211 LA County is strictly prohibited

11. : Can you match the image to the Element on the Rapport Wheel?