focused on what was at the heart of the matter for the person. However asking for the information that the service and / or system need without having tried to get (when – needed) a good holistic picture, can sound as though we’re reading from a script. And as we all know it can be – extremely annoying and raises levels of irritation. The way we ask the question is really important. Give people time to answer properly before moving on. SLIDE 31: Stage 5 Summary and actions A focus on key issues • What are the strengths / skills and motivators you have noticed? • What actions have they decided to take? • Empowering summaries • Facilitator Notes You’ll need to summarise the information you’ve heard. Think about how you focus down what you’ve heard to the key issues. Remember to reflect and capture what the individual said is important to them. Wherever possible give positive feedback; acknowledge how difficult a situation they might have been dealing with and what they’ve managed well. people need to go away and think or do something as a result of your conversation with them. SLIDE 32: Summary example from a conversation with a concerned daughter
focused on what was at the heart of the matter for the person. However – asking for the information that the service and / or system need without having tried to get (when needed) a good holistic picture, can sound as though we’re reading from a script. And as we all know – it can be extremely annoying and raises levels of irritation. The way we ask the question is really important. Give people time to answer properly before moving on. SLIDE 31: Stage 5 Summary and actions • A focus on key issues • What are the strengths / skills and motivators you have noticed? • What actions have they decided to take? • Empowering summaries Facilitator Notes You’ll need to summarise the information you’ve heard. Think about how you focus down what you’ve heard to the key issues. Remember to reflect and capture what the individual said is important to them. Wherever possible give positive feedback; acknowledge how difficult a situation they might have been dealing with and what they’ve managed well. people need to go away and think or do something as a result of your conversation with them. SLIDE 32: Summary example from a conversation with a concerned daughter
Skills-based-resource-pack-Better-Conversations-in-Information-Advice-and-Assistance-Services.docx