In this training, support staff will build their skills around conflict prevention and management to create a WIC environment that participants feel welcome and safe coming to. Trainees will review key engagement and rapport-building skills, and then practice these skills such as giving information and options and managing the waiting room effectively in order to prevent conflict in WIC. An experiential activity where trainees will undergo how it feels to be asked probing, personal questions will be conducted, and then skills such as framing, OARS, active listening, tone, and body language will be reviewed. Trainees will put these skills together to practice asking tough questions to participants through scenarios. Finally, trainees will spend time building their knowledge and skills around what to do when conflict arises, particularly when they have feelings they need to manage about participants, and how to de-escalate an angry participant.
As a result of this training, trainees will be able to:
- Identify at least 3 key skills to prevent conflict and promote an environment of trust in WIC
- Demonstrate ability to ask participants tough questions that are a part of a WIC certification or re-certification
- Describe strategies to manage personal feelings about participants
- Identify the steps to de-escalate an angry participant in a WIC local agency
Target Audience: WIC Coordinators, Clerical/Support Staff, Nutrition Assistants, DOH Staff
Continuing Education: 6 CPEUs, 6 CEUs
• Doors will open and sign-in will begin 30 minutes before the training start time.
• Participants that arrive at training by 9:30 AM (or 30 minutes after the official training start time) can make the decision to stay for the training and will receive a certificate of attendance.
• At 9:31 AM (or 31 minutes after the official training start time) the door will be closed and all late participants will be asked to reschedule.
• For your comfort, you may wish to bring a jacket or shawl to the training as it is often difficult to control the temperature in the meeting rooms.
• Please bring a state issued photo ID to enter the building
• Please note that no food or beverage will be provided