Professionalism and Service Excellence
Any of these sessions may be extended or blended with another topic to provide a 6-hour, or longer, workshop
Quality Client Support: PSWs Make the Difference
3-hour workshop
The PSW role is unique and fundamental to excellent client support, and one that requires the ability to balance client needs with a list of tasks on a service plan. This interactive workshop will help PSWs better assess what really matters to their clients, tailor support to the client’s preferences and bridge these needs with the tasks they’re there to do. They’ll also explore how to communicate their client’s preferences, and their own expertise, to others.
This workshop will help your staff understand:
3-hour workshop
The PSW role is unique and fundamental to excellent client support, and one that requires the ability to balance client needs with a list of tasks on a service plan. This interactive workshop will help PSWs better assess what really matters to their clients, tailor support to the client’s preferences and bridge these needs with the tasks they’re there to do. They’ll also explore how to communicate their client’s preferences, and their own expertise, to others.
This workshop will help your staff understand:
- what quality client support is…and isn’t.
- the benefits of involving clients in their own support, and how to do it appropriately
- approaches to bridge client needs and support plan priorities
Professionalism: Demonstrating Your Commitment to Service Excellence
3-hour workshop
We talk a lot about “professionalism” - but what does that actually mean in the day-to-day world of a Personal Support Worker? It’s a lot more than just dressing nicely and being polite!
In this workshop, we’ll discuss the concept of professionalism and what it asks of PSWs. Using real-life examples, we’ll discuss trust, attitude and accountability and uncover ways PSWs can demonstrate their commitment to service excellence.
This workshop will help your staff understand:
3-hour workshop
We talk a lot about “professionalism” - but what does that actually mean in the day-to-day world of a Personal Support Worker? It’s a lot more than just dressing nicely and being polite!
In this workshop, we’ll discuss the concept of professionalism and what it asks of PSWs. Using real-life examples, we’ll discuss trust, attitude and accountability and uncover ways PSWs can demonstrate their commitment to service excellence.
This workshop will help your staff understand:
- the core concepts of accountability, reliability and integrity
- the importance of attitude and demeanor
- essential interpersonal and communication skills
- concepts of privacy and confidentiality
Documentation Basics
3-hour workshop
If it’s not written down, it doesn’t exist. Clear, appropriate documentation, properly kept, ensures your clients get the service they require in an effective manner. It can also save your organization time, money and in some cases – embarrassment.
This workshop will help your staff understand:
3-hour workshop
If it’s not written down, it doesn’t exist. Clear, appropriate documentation, properly kept, ensures your clients get the service they require in an effective manner. It can also save your organization time, money and in some cases – embarrassment.
This workshop will help your staff understand:
- what a client record should contain (and what it should not contain!)
- steps to documentation that are clear and easy to understand
- sector standards and guidelines for documentation
- how to tell the difference between need-to-know and nice-to-know information
- how to maintain client privacy when handling client information
Building Successful Boundaries with Clients
3-hour workshop
It's sometimes difficult to say 'no' to a client, or to know where to draw the line between professional and personal relationships - particularly when those relationships span years. Through concrete examples, discussion and case scenarios, PSWs will identify common sources of boundary challenges. We’ll cover why it is in the client's, the organization's and their own best interest to set and maintain professional boundaries—and how to do that while maintaining a positive relationship.
This workshop will help your staff understand:
3-hour workshop
It's sometimes difficult to say 'no' to a client, or to know where to draw the line between professional and personal relationships - particularly when those relationships span years. Through concrete examples, discussion and case scenarios, PSWs will identify common sources of boundary challenges. We’ll cover why it is in the client's, the organization's and their own best interest to set and maintain professional boundaries—and how to do that while maintaining a positive relationship.
This workshop will help your staff understand:
- the challenges to boundaries posed by ongoing support
- the impact of work settings and employer policy on boundaries
- boundary challenges and the “head and heart” forces that shape how we respond to them
- the risks in crossing boundaries
- effective boundary setting and communication of boundaries and ways communicating them!
Customer Service in Human Service Organizations
3-hour workshop
For those working in human service organizations, customer service is much more than just being courteous on the phone. You need the skills of an expert problem-solver, communicator and mediator in order to match diverse client needs with agency resources. This workshop is very interactive – participants are encouraged to share their success stories and explore new ways to provide service that is responsive and client-focused.
This workshop will help your staff understand:
3-hour workshop
For those working in human service organizations, customer service is much more than just being courteous on the phone. You need the skills of an expert problem-solver, communicator and mediator in order to match diverse client needs with agency resources. This workshop is very interactive – participants are encouraged to share their success stories and explore new ways to provide service that is responsive and client-focused.
This workshop will help your staff understand:
- the key concepts of customer service
- how to anticipate your clients’ needs
- the difference between internal and external customers
- how to stay calm and confident when dealing with complaints and impossible requests
Putting Clients and Families First!
3-hour workshop
Helping people – it’s at the core of why most individuals want to become PSWs. Meeting the everyday stresses of working in a fast-paced and challenging environment, when time and resources are often stretched to the limit, can cause even the most caring PSWs focus more on getting through a task list, rather than on meeting the individual needs and wishes of the client. This session will cover these issues as well as approaches designed to keep the “person” in “personal support”.
This workshop will help your staff understand:
3-hour workshop
Helping people – it’s at the core of why most individuals want to become PSWs. Meeting the everyday stresses of working in a fast-paced and challenging environment, when time and resources are often stretched to the limit, can cause even the most caring PSWs focus more on getting through a task list, rather than on meeting the individual needs and wishes of the client. This session will cover these issues as well as approaches designed to keep the “person” in “personal support”.
This workshop will help your staff understand:
- what person and family-centred care is, and what it means for their role
- how to demonstrate respect for client preferences, choices and expertise
- effective communication strategies and partnership approaches
- ways to overcome challenges to practicing persona and family-centred care
Critical Thinking for PSWs
3-hour workshop
Every day, PSWs are faced with numerous situations that require a variety of thinking skills. This workshop will help your staff to build their own skills to analyze situations objectively, weigh various options, identify problems and find workable means to address them within the scope of their role.
This workshop will help your staff to:
3-hour workshop
Every day, PSWs are faced with numerous situations that require a variety of thinking skills. This workshop will help your staff to build their own skills to analyze situations objectively, weigh various options, identify problems and find workable means to address them within the scope of their role.
This workshop will help your staff to:
- understand the concept of critical thinking and why it is so important in providing quality care.
- be better able to apply a critical thinking approach to everyday life events and to their role supporting clients.
- be better able to identify significant issues and communicate effectively when figuring out solutions.
- feel more confident problem solving situations on their own, and recognize when it’s time to ask for help.
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Connect with us by phone, email or request an online quote:
info@capacitybuilders.ca 416-256-3010 ext. 229 1-800-267-6272 ext. 229 Request a Quote |
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