Training Title:
Retired ~ Case Management, 06 - Listening, Communicating and Problem-Solving

Clock Hours: 2

Objectives:
Define and describe door-opening invitations to speak and active listening Define a clarifying question, an open question and a searching question Define key terms in problem-solving such as purpose, problem, solvable cause and solution Describe the steps in the problem-solving process and how active listening is used throughout

Description:
Specific communication skills that underlie success in helping people ‘recover their lives’ are listening and talking skills. We briefly touched on these in Unit 5. However, they are so important that we will explore these skills in much greater detail in this Unit 6. We will begin with listening. In order to do any of the case management skills, such as assessing, planning, linking, advocating and monitoring, you will have to get those with whom you are working to talk to you, to tell you

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