This is a workshop in especially designed and created for Support Staff in Human Service agencies . Individuals in these positions are often the clients first contact with your agency. The people in these positions many times also take the brunt of other employee's stress and crises.

This workshop will teach how to effectively listen and communicate in diverse situations, and the importance of confidentiality–specifically (C.F.R. 42, Part 2) in communicating within the agency; communicating with clients' family members; and in other situations outside of the agency.

Support Staff find themselves in positions where they are communicating with clients who are exhibiting the symptoms of their illnesses. This workshop will teach participants about the basic symptoms exhibited by clients in Drug Abuse, Alcohol, and Mental Health agencies. Suggestions for appropriately and effectively responding to these clients will be offered. The workshop will address:

• How to listen beneath the words to the emotional needs of the speaker.

• How to listen and respond to clients and co-workers when they are stressed or anxious.

• How to make the public feel welcome, important, and special to your agency.

• How to calm down an angry or frightened client.

• How to establish healthy Boundaries with self and with coworkers.

• How to listen and respond effectively on the Telephone.

The workshop is a combination of lecture, exercises, and small group activities designed to provide participants with current information and useable skills.

Having an attitude is like wearing a pair of tinted glasses. Our attitudes color the way we see the world and interpret events. Attitude determines how we perceive people, listen to people, interpret their actions and react to people. When my attitude about where I work and whom I work with is negative chances are minimal that I will enjoy my work or the people I work with. With such an attitude, if someone offered to help me with something or invited me to lunch, I would probably wonder what they were up to, or interpret their actions and invitations as an attempt to "get something from me."

Attitudes exert a powerful influence over our lives and also effect the lives of those around us. Unfortunately, negative attitudes can be just as contagious as positive ones - maybe even more so. When my attitude towards other people is negative, I mostly see the "bad" in them. I interpret what they say and what they do through a negative filter. Thus people may be seen as critical, angry, manipulative, petty and gossipy.

A positive attitude enables me to be more accepting and more easily see the "good" in others. People then become friendly, interesting, warm, creative, and fun to be with.

I'm more willing to be a team player, cooperate with others and share responsibilities and tasks when I view people this way.

Attitudes are a powerful force in our lives. This force can be used positively or negatively. The choice is truly yours.

The workshop will present information and exercises designed to assist you in the following:

• Understand the power of attitudes
• Learn how to assess your attitudes and the attitudes of others
• Learn how to say No to negativity
• Discover what your attitudes have to teach you
• Learn how to change your attitudes
• Learn how to positively influence the attitudes of others

This one day workshop is designed for secretaries, support staff and anyone interested in changing the way they feel about themselves, their work, and their life.