[MUSIC PLAYING] SPEAKER 1: In this section, we're going to talk about some common issues that you may face in your communication with cases and contacts and some tips that you can use to overcome them. So despite your best efforts, there's no way around this, sometimes you're going to have issues with rapport. Sometimes, people will not want to talk to you. Sometimes people may not have known that their test was positive, and they may be caught off guard or be very scared when you tell them that their test was positive. Some people are impatient and may be tired by the length of the phone call and get annoyed with your questions, and some people with COVID-19 may not want to give you their close contacts phone number. These are common issues that you just need to be prepared for. It's good for you to keep some phrases in your back pocket, so to speak or have some phrases memorized that you can use frequently in your conversations with cases and contacts. Some of these might include phrases like, this is a difficult time. Many people that you talk to are going to be anxious, they're going to be worried, they're going to be afraid. So acknowledging that is going to be common. This is a difficult time is a good phrase to use. Another one you could use is everything is happening so fast. Some people feel a bit out of control with what's happening in their lives. Another good phrase is, I hear you, or I hear you when you say. This is a good way to acknowledge that you've heard what someone is saying, but you can't really say you understand them. We don't easily really know what it's like to be in someone else's shoes, so this is a good way to acknowledge that you're hearing what they're saying and supporting them. Mm-hmm. This is another way of encouraging them to keep speaking but letting them know you're there you're listening, and you can use phrases like right, of course, or absolutely to affirm what they're saying. There are some phrases that you should avoid, because they could block a good relationship from building and good rapport. Again, if you say I understand, that could sound superficial, because you really don't know this person, and you may really not understand what's happening, so there's no reason to use that phrase. I know conveys a similar meaning. So if you say, I know, they may also find this very superficial, because how could you know? You don't really know this person. Similar phrases are, I know what you mean, or I know how you feel. You should avoid these, because really truly, you probably don't know. Another phrase to avoid is, why did you do that, or why did you go there? It sounds pretty judgmental, and that's not good for building rapport. Again, you want to be actively listening but without judgment. Another common issue that you might face is someone rambling. Someone that you're talking to is talking a lot, and it makes it difficult for you to move the conversation along. So some strategies for this are to listen for a natural pause. So if they stop to take a breath, that might be a good time to interject. You could also restate their last sentence in your own words just to show that you heard them. Sometimes people are talking a lot because they feel like you're really not listening, so sometimes if you can reassure them, that will help. Another way to deal with this would be to explain why you can't continue talking with them, and there has to be a limit on the conversation. That's just a way to explain why you need to move things along. Sometimes you may have to interrupt if things keep going on, because you do have to move on with your work. So one example might be let's say there's a caller who's talking to you, and they're going on about a story, and they say so then she never called me back so I could explain all the reasons why coronavirus is spreading everywhere, and then you insert yourself here. There's a brief pause, and you say, oh, I'm really sorry to interrupt. That sounds really frustrating-- so you're reflecting back their emotion-- that they didn't call you back, and I'm sorry. I wish that we could talk more about this, but as you know, there have been a lot of cases of COVID-19 here, and we're trying to call them all. Would it be OK if we got back to your symptoms? So here, they're reflecting, the person is also explaining why they don't have time to keep talking about this issue but asking them to move on with the rest of the call. This would be a good way to handle this situation. SPEAKER 2: Hello. This is Amy calling from the Hillside Health Department. Is this Annette? SPEAKER 3: Yes, this is Annette. [COUGHING] SPEAKER 2: Hey, Annette. It sounds like you're not doing so hot. SPEAKER 3: Yeah, I mean, I'm not super sick like I need to go to the hospital, or anything. [MUSIC PLAYING]
