Are We Speaking the Same Language? Leveraging Conversational Language to Engage Clients

Are We Speaking the Same Language? Leveraging Conversational Language to Engage Clients
Duration: 60 Minutes
Module 1 Resources
Recorded on: 2019-10-30
Unit 1 Slide Deck: Are We Speaking the Same Language
Unit 2 Recording: Are We Speaking the Same Language

How do you set your client up for the best level of success? One crucial factor for optimizing client engagement is effective communication between case managers and clients — but figuring out how to overcome communication barriers can be a challenge. Research indicates that the use of a conversational language style is an effective tool criminal justice professionals can use to increase client comprehension, and spark problem solving and critical thinking.

This session discusses the features of a conversational style that can best help promote behavior change and positively influence outcomes. The webinar provides actionable techniques for adopting this communication approach and provides practical steps to develop communications that engage clients and help achieve the desired goal.  The session includes a guided activity that illustrates how to transform supervision communications using conversational language style.

Training Objectives:

  •  Understand how conversational language influences behavior and how it can be applied to community supervision
  •  Learn how to transform communications using conversational language
  • Gain insight from practical examples from agencies using conversational language today

Resources from this Webinar:


Audience Comments:

  • “The way we phrase things when interacting with clients or other providers can make a big difference in how the information or question is received.” — Wendy
  • “I liked the materials and conversation with Michelle. Honestly, the whole webinar was different than I expected but very good quality materials for practical application!” — Barb
  • “How to ensure that you are speaking in a language and tone that your client understands.” — Brittany
  • “I like that it was interactive. Glad to hear justice reforms are getting more traction across the nation.” — Christopher
  • “The importance of clear and non-offense terms/language in developing rapport and buy-in from criminal justice-involved people.” — Daniel
  • “The attitude of approach, “I’m not here to ‘catch them’ I’m here to coach them” — Joe
  • “The information was current and supports the fact that the client should be met where they are and treated with respect.” — Kyomi
  • “The example of asking a question and then asking participants what you thought the question meant — it demonstrated that what you might think is clear can actually be interpreted in different ways by different recipients and you need to be sure you’re asking the right question to get the right answer. I would like to see this type of training but may be advanced or specific to supervisors — more like “how to have difficult conversations” but with examples of discussing disciplinary action.” — Kelly
  • “The idea of writing how you speak – I plan to take a look at our forms to see how they read & how to improve upon them.” — Melinda
  • “I really appreciated the phrase “I am here to coach you not catch you….” and will share this with the rest of my Pretrial Services Program staff.” — Michale
  • “It is important to know that communication can affect how clients engage and how it can help facilitate our desired goals.” — Stacey


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