Strong communication practices help office clerks build trust with stakeholders, represent their site professionally, and create positive experiences during every interaction. In this session, participants will learn core principles of service-oriented communication and apply them to strengthen key touchpoints such as answering phone calls, setting voicemail messages, and handling program sign-outs. Participants will also practice navigating high-stress interactions—such as responding to frustrated or upset caregivers—through scenario-based activities and learn how to recognize when to escalate concerns to site leadership. Participants will leave with practical language, a decision-making framework for escalation, and increased confidence to communicate respectfully and effectively in any situation.
