Communication in Human Services

By the end, the learner can

• Team briefing: conducts pre-shift meetings to communicate daily schedules, special guest needs, and service priorities to spa staff with clarity and appropriate detail
• Community partner communication: articulates agency mission and service offerings to external organizations and referral partners to reduce service duplication
• Report writing: prepares accurate personnel records, budget summaries, and training manuals using clear organizational language for administrative review

Session plan

1. 10 minThe sceneWhere this shows up: service businesses and community or recreation settings, working with clients, customers, coworkers. Conditions to expect: customer-facing, relationship-based, experience-sensitive. Entry roles this maps to: Childcare Workers, Crematory Operators, Funeral Attendants.
   • articulates agency mission and service offerings to external organizations and referral partners to reduce service duplication
   From Social and Community Service Managers (11-9151.00)
2. 20 minRun itPairs. One plays the clients, one plays the Childcare Workers. Run the scene for four minutes, then swap. The observer scores against the criteria before anyone discusses it.
   • Tools in play: Spreadsheet software, Office suite software, Word processing software.
3. 15 minObserver scores itScored live against the four levels. The scorer marks what they saw, not what they assume the learner could do on a better day. Developing is the target for this point in the program: Moving in a positive direction in a professional career. Still learning, with room to grow around the skill.
4. 10 minSwap and re-runClose the loop: what changed between the first attempt and the last, and what would have to be true for communication to hold up on a bad day.