Course is online, on-demand and takes approximately 3 hours to complete. See below for more training course details. You have until that date to complete your CPEU Evaluation or Webinar Feedback Survey for this course.
Learn more about course expiration dates.
Web-based On-demand WIC training course
About This Course
You asked – We delivered! This 4-part course is designed just for WIC frontline staff and others interacting with WIC clients.
Includes:
- 4 30-minute sessions of interactive on-demand training. We know WIC clinics have lots of clients and little time! So, this program is a recorded series your staff can access and watch any time–either individually or as a group training. Here are the topics:
- Session 1:
- How to Champion a Customer Service Mindset in WIC
- Excellent WIC Customer Service: Good for WIC Clients and Good for You
- Case Study: Using a Holistic Approach to Customer Service
- Delivering Great WIC Customer Service: Using the Four R’s
- Tuning Your Ears: Using the 4 R’s
- The Four R’s: Rephrase
- Activity: Practicing Rephrasing
- The Four R’s: Reflect
- Activity: Practicing Reflecting
- The Four R’s: Reassure
- Activity: Practicing Reassuring
- The Four R’s: Resolve
- Activity: Practicing Resolving
- Case Study: The 4 R’s
- Resolving Customer Issues: When You Get Stuck
- Session 2:
- Empathy and Emotional Intelligence in WIC
- Case Study: Practicing Empathy
- Activity: Creating Your Emotional Intelligence Plan
- Demonstrating Empathy Toward Your WIC Customers
- Case Study: Concrete Ways to Demonstrate Empathy
- Tuning Your Ears: Empathy
- Dialogue: Using an Empathic Approach
- Activity: Rewriting Dialogue to be More Empathetic
- Dialogue: Demonstrating Empathy–The Right Way
- Session 3:
- Addressing and Resolving Conflict in WIC
- Activity: Addressing and Resolving Conflict
- Deal with Facts/Activity: Deal with Facts
- Understand the Other/Activity: Understand the Other
- View Conflict as Opportunity/Activity: View Conflict as Opportunity
- Know Your Boundaries
- Resolving Conflict in WIC: Going Deeper
- Case Study: Addressing Conflict
- Dialogue: Addressing Conflict
- Case Study: Conflict that Must be Escalated
- Dialogue: Conflict that Must be Escalated
- Reflecting on Conflict/Activity: Reflecting on Conflict
- Role Play: Addressing Conflict
- Effective Communication Strategies in WIC
- Practicing Plain Language
- Activity: Simplifying Language
- Overcoming Language Barriers
- Using Plain Language
-
Supportive Communication for Customers with Comprehension Challenges
- Session 4:
- Adapting Your Communication: Education, Phone Etiquette and Cultural Considerations
- Adapting to Customer Education Levels
- Practicing Step-by-Step/Activity: Practicing Step-by-Step
- Telephone Etiquette: Answering the Telephone
-
Telephone Etiquette: Leaving a Message
-
Telephone Etiquette: Greeting a Customer
- How Does Cultural Sensitivity Enhance Your Interactions?
- Cultural Differences in Communication
- Effective Service Strategies for Diverse Clients
- Session 1:
- Your staff will learn how to apply each skill immediately after it is presented using interactive activities and practice. Gain a holistic approach to customer service in WIC with this training designed just for WIC frontline staff!





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