It seems a small thing, but how you say what you need to say makes a BIG difference in how the person you are communicating with perceives what you are saying. It also helps to shape your own attitude. This is somewhat related to motivational interviewing in that how you ask or respond to questions shapes a person’s attitude and response to you. If someone calls CMH, they are seeking something and they get unhappy very quickly if they don’t get that assistance. For example, if the person calls the ITS department and asks about how they get into services, they will be unhappy toward CMH if they are told, “We don’t do that in this department.” They will have a more positive attitude if they are told, “You’ve reached the ITS department. Let me connect you with the Access Center and they can assist you.”
There are many examples of saying things in a negative or unhelpful way, which can make people unhappy and more difficult to work with. Saying, “I’m not familiar with Acme Mental Health” is not helpful and can put someone in a negative frame of mind very quickly. It’s better to say, “I’m not familiar with Acme Mental Health. Let me transfer you to someone who can assist you.” But it’s best to say “May I put you on hold while I find that information for you?” Put yourself in the caller’s shoes. Which would you prefer to hear?
The following “self-test” is from Effective Telephone Techniques. Test yourself and see if you can improve on how you come across to consumers and others in order to get the outcomes you want.
Are Your Words Sending the Right Message?*
*Are Your Words Sending the Right Message? Effective Telephone Techniques. Vol. 12, issue 23, January 15, 2007.
Groups for Consumers
In November, Customer Services will be holding a Social Security Entitlements Group and an Employment Group. For the date, time and location of these groups or any other questions, please contact Customer Services (257-3705, 257-1328 tty). Consumers can sign up via Customer Services or from our web site, www.gencmh.org on the Customer Services page.
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