[MUSIC] What happens when you meet with a client for the first time, and when you enroll them into the program. When you've completed this video, you will be able to identify change talk and conduct client interviews using the oars model, which we'll talk about in detail a little later. No two clients are exactly alike. So your first one on one is to establish contact and begin to lay the foundation for the coach client relationship. Specifically, you want to determine three things. What are their current circumstances, where do they want to go from there and how can they get to their destination or goal? With very few exceptions, all of your clients know where they are and where they're coming from, even if they don't know where they want to go or how to get there. But that's not enough, not by itself. For them to succeed in the program, they have to want to improve their situation and achieve more for themselves. In other words, they need to be prepared to change so they can set and achieve the appropriate goals. To determine this, you need to look for what's known in motivational interviewing as change talk. Change talk refers to the things clients say that indicate they are looking for some type of change. For example, if a client says something like I'm struggling, I've been under employed and I want a better future for my family, but I'm not sure how to get started. This shows they are motivated and ready for a transformative conversation. Transformative conversations are where you ask powerful questions about where clients want to be, so you can assess their skill levels and engage employment services. These powerful questions are another part of motivational interviewing. A collaborative goal oriented communication style that pays particular attention to the language of change. Career navigators use this technique to strengthen personal motivation and commitment to a specific goal by exploring the client's reasons for change. In motivational interviewing, powerful questions follow the OARS model, O teaches us first and foremost to ask mostly open ended questions. A means to affirm the client's strengths, achievements and positive efforts to build confidence and self efficacy. R is for reflective listening. The art of listening with empathy and translating the client's answers into reflective statements that move them to take action, grow, learn and change. And S tells us to summarize what our clients are saying they want. Help them see that want as a goal, let's see what it looks like in practice. Julie is a single mother who works bussing tables in a local restaurant. Between rent, food and childcare, she can barely make ends meet. She wants to do better for herself and for her son. You talk with Julie and she tells you I want a better career where I can make a decent living. In response, you ask an open ended question like, what do you think would be a good career for you or are you thinking about a certain career in particular? Julie replies I want to create, I want to work with my hands, do something most women don't do. I see you say, nodding along with her answer to show you're actively listening and engaged. That is very creative. Can you elaborate on what sort of things you like to create? I always like metal shop in high school, she says before I had Jimmy and had to quit. You respond with a reflective statement like, so if I'm hearing you correctly, you might like to pursue a career as a welder. She seems excited, I think I'd be a great welder Julie says, but I don't have a degree or experience or anything. You respond by summarizing what she said and framing it as a goal. Something like, so if you want a career where you can make a good living working with your hands, it sounds like the first step is to see what it takes to be a welder, doesn't it? Can you help me do that, she asks. And the conversation would continue from there. Obviously, not every client interview will be as straightforward as this one. However, these principles can be applied to every client conversation. Particularly when you first meet, start by listening to your clients and showing empathy. Ask powerful questions using the OARS model. To invite change talk, ask mostly open ended questions, affirm their strengths, reflectively listen and make statements to move them to action, summarize and help them set the goal. [MUSIC]
