In this section we will look at skills for engaging young people. To start with we will ask you to reflect on some of your own experiences.
Exercise 1
Think of two examples of when you experienced bad customer service, in a shop, service or in a government department such as Centrelink.
a) What did the staff member do to make it a bad experience?
b) How did that make you feel?
c) What did you do in response?
The person may have:
- not listened to your point of view
- not explained the rules properly, applied the rules inconsistently or expected you to know the rules
- kept you waiting for a long time or been difficult to contact
- acted like they didn't want to be there or help you
- made you ask lots of different people for the same thing
- didn't know the products or answers or gave you the wrong information
- lack of eye contact
- ignored you
- spoke down to you
- made inappropriate comments
- pressured you to make a decision/purchase you were not ready to make
- not given you their full attention, eg. talking to someone else or on the phone at the same time.
This could have made you feel:
- angry
- frustrated
- impatient
- stupid
- worthless
- aggressive
- upset.
In response, you may have:
- raised your voice
- told the person what you thought of them
- walked out
- not gone back
- told your friends how bad the service was
- complained
- taken your frustration out on someone else (your spouse or the dog!).
Exercise 2
Think of two examples of when you experienced excellent customer service, in a shop, service or in a government department such as Centrelink.
a) What did the staff member do to make it a positive experience?
b) How did that make you feel?
c) What did you do in response?
The person may have:
- remembered your name
- smiled
- given you eye contact
- given you their full attention
- showed interest in your needs and interests
- remembered things about you
- explained the rules or instructions clearly
- treated you with respect.
This could have made you feel:
- welcome
- valued
- important
- cared for
- respected.
In response, you may have:
- been friendly or respectful to staff
- thanked them for their help
- used the service more often
- recommended the service to your friends
- felt a good 'vibe' and passed this on to others as well.
As a youth worker we provide a service to young people.
The things we do and say while we provide a service can greatly affect the way that young people feel and respond.
Exercise 3
Look back at your answers and some of the example answers from Exercise 1a):
a) As a youth worker providing a service, when have you done some of these things (that the staff member did)?
b) When are you more likely to do some of these things?
c) What can you do to encourage yourself, your staff and your volunteers to do these things less often?
Now look back at your answers, and some of the example answers, from Exercise 2a).
d) As a youth worker providing a service, when have you done some of these things?
e) When are you more likely to do some of these things?
f) What can you do to encourage yourself, your staff and volunteers to do these things more often?
Exercise 4
Imagine that you are young person using your service for the first time.
What might be your first impression as you walk through the door?
How do you learn about what is expected of you?
How do you learn about the role of staff and the role of the service?
What makes the service feel safe?
What makes the service feel unsafe?
Suppose you could wave a magic wand and make the service feel really safe. What would be different?
How would you know it would be different?
Now answering as a youth worker: Are there times when your service already does these things?
Is there anything else you could do to move closer to this picture?
contents list / about the package / quick feedback / previous page / next page
Working with Young People with Alcohol or Other Drug Issues: A self-paced learning package Published: 2006 Funded by NSW Drug & Alcohol Workforce Development Council. Written & compiled by Kristy Delaney, YAPA, and Matt Stubbs & John Howard, Ted Noffs Institute. Additional material by Nick Manning, YAPA, & by Shopfront Youth Legal Centre. Opinions are the author's.
