SCORE Counselor Professional Development Program (CPDP) Orientation

1. SCORECounselor Professional Development Program (CPDP)Orientation presented by: ???? & ????? Click mouse button to advance to next slide. Esc to End Slide Show.

2. Purpose of This Session • Provide an overview of SCORE activities and expectations • Identify and Eliminate Barriers to Effective Counseling • Improve Effectiveness of SCORE Counselors • Improve the Use of SCORE resources by our clients Click mouse button to advance to next slide. Esc to End Slide Show.

3. Agenda • Review Member Basics/Orientation Items • Mission • Needs • Expectations • Review “Membership Handbook” • Desk Counseling • Assessing Client Needs • Listening Click mouse button to advance to next slide. Esc to End Slide Show.

4. SCORE/SBA Connection • Small Business Administration (SBA) • Mission • SCORE/SBA Connection • Service Core of Retired Executives (SCORE) • Mission. • Skills and Knowledge Needed • Code of Ethics Click mouse button to advance to next slide. Esc to End Slide Show.

5. SBA Mission To aid, counsel, assist and protect the interests of small business concerns to preserve free competitive enterprise and to maintain and strengthen the overall economy of our Nation. Click mouse button to advance to next slide. Esc to End Slide Show.

6. Connection to SCORE SBA uses SCORE volunteers to supplement its own assistance programs. SBA, within its budget constraints, provides administrative support to SCORE activities. Click mouse button to advance to next slide. Esc to End Slide Show.

7. SBA Staff, Rochester Branch • Branch Manager: Peter Flihan • Loan Officer/Marketing: Victoria Reynolds • SCORE Liaison: Marcia Ketchum • Loan Servicing Assistant: Maribel Parshall • Business Dev’t. Tech: Carol Simmons • Administrative Assistant: Tammi Bennett Click mouse button to advance to next slide. Esc to End Slide Show.

8. SCORE Mission We volunteer our expertise to cultivate America’ s economic growth. Click mouse button to advance to next slide. Esc to End Slide Show.

9. Business Management Business Start-up Financing Taxes Marketing Computers Personnel Manufacturing Gov’t Contracts Exporting Legal Patents Skills SCORE Counselors Offer Click mouse button to advance to next slide. Esc to End Slide Show.

10. Desk Counseling Follow-on Counseling Workshops Publications Public Relations Public Speaking Methods SCORE Counselors Use Click mouse button to advance to next slide. Esc to End Slide Show.

11. Code of Ethics SCORE Members: • are unpaid volunteers. • avoid situations where there might be a conflict of interest. (business, personal, between clients, etc.) • bring closure to the assignments to which they commit. • bring credit to themselves, the SBA and to SCORE. • keep information and client relationships confidential. Click mouse button to advance to next slide. Esc to End Slide Show.

12. Code of Ethics SCORE Members: • give unbiased information on available resources. • do not use SCORE activities for personal business related gains. • do not practice discrimination or prejudice in their SCORE activities. • do not sexually harass their clients. • seek advice when questions about the ethics of their actions arise. Click mouse button to advance to next slide. Esc to End Slide Show.

13. Expectations • To be a Regular member (recognized as a SCORE member by the National Organization) • Attend the Orientation Meeting • Complete the self study “membership Handbook” • Observe six to nine desk counseling sessions with a mentor and other SCORE members Click mouse button to advance to next slide. Esc to End Slide Show.

14. Expectations • Regular Member (Annually) • Participate in a minimum of 18 counseling sessions or workshops. • Attend a minimum of 6 monthly meetings. • Attend at least 3 of the SCORE member training seminars over a 2 year period. • Be an active member on one or more of the chapter committees. Click mouse button to advance to next slide. Esc to End Slide Show.

15. Review of Score Forms • Member Questionnaire • Desk Counseling Sign-up • Request for Counseling (641) • Counselor’s Case Report (641A) Click mouse button to advance to next slide. Esc to End Slide Show.

16. Board of Officers Elected Chair 2 Vice Chairs 3 Members-At-Large Past Chair Appointed Recording Secretary Treasurer Committees Administration library, publications, purchasing, resources Branches (Beyond Rochester Area) Counseling Marketing Banking Speakers Bureau Public Relations Membership & Training Workshops Officers and Committees Click mouse button to advance to next slide. Esc to End Slide Show.

17. Resources • SBA/SCORE Library • SBA Staff • Other SCORE Members • Public Library • Community and Gov’t Resources. Click mouse button to advance to next slide. Esc to End Slide Show.

18. Counselors Professional Development Program (CPDP) - 1 • Membership Handbook (Counseling Skills) • Orientation • Counseling Techniques • Client Assessment Guidelines Click mouse button to advance to next slide. Esc to End Slide Show.

19. Counselors Professional Development Program (CPDP) - 2 • Business Skills • Business Planning Guidelines • Marketing • Financial Management Click mouse button to advance to next slide. Esc to End Slide Show.

20. Counseling is . . . Guiding the clients toward: solving their own problems and making their own decisions Click mouse button to advance to next slide. Esc to End Slide Show.

21. Effective Counseling • Important elements of effective counseling: • Empathy • Rapport • Listening Click mouse button to advance to next slide. Esc to End Slide Show.

22. Empathy is . . . • Gaining an understanding of another person’s • feelings • situation • motive(s) Click mouse button to advance to next slide. Esc to End Slide Show.

23. Rapport is . . . • Building a • Good, • Working, • Trusting Relationship Click mouse button to advance to next slide. Esc to End Slide Show.

24. Listening • Our speaking rate is about 125 wpm • We listen at a rate of about 400 wpm (when we are familiar with the topic) • Our own • Experiences • Attitudes • Values • Interests • Areas of Expertise, etc. get in the way of effective listening. Click mouse button to advance to next slide. Esc to End Slide Show.

25. Listening Click mouse button to advance to next slide. Esc to End Slide Show.

26. Listening • Goal: • “The Average Listener comprehends only 25% of what is being said.” • “The Effective Listener can grasp as much as 65% of what is being said.” • Focus: • “Listening is not just being quiet. It requires effort. The Active Listener encourages the speaker to share more information.” • More Information: tape is available. (Title???) Click mouse button to advance to next slide. Esc to End Slide Show.

27. Effective Counseling Remember, Empathy Rapport Listeningare important elements of an effective counseling session Click mouse button to advance to next slide. Esc to End Slide Show.

28. Client Assessment • Purpose: • To help client assess viability of business • to help client identify critical issues • to help the client find answers to issues • to guide client to the right resources Click mouse button to advance to next slide. Esc to End Slide Show.

29. Client Assessment • Consider: • uniqueness of the idea • individual’s entrepreneurial spirit • individual’s personal situation • individual’s readiness Click mouse button to advance to next slide. Esc to End Slide Show.

30. Client Assessment • Summary: • Listen for Key Ideas • Determine what the client is trying to say • Weigh what you feel Click mouse button to advance to next slide. Esc to End Slide Show.

31. Counselor Professional Development Program Steps to Effective Counseling • Start from Where the Client is • Listen With Your Eyes And Ears • Evaluate Client’s Situation and Make Specific Recommendations to the Client • Assist the Client’s Decision Making • Arrange Follow-on Appointments • Close the Session Click mouse button to advance to next slide. Esc to End Slide Show.

32. The End Review of Orientation Objectives Questions Click mouse button to advance to next slide. Esc to End Slide Show.

33. Extra Slides Follow: Click mouse button to advance to next slide. Esc to End Slide Show.

34. SCORE Meetings/Programs • Luncheon/Business Meetings • Seminars • Member Training • Executive Committee • Ad-hoc Committee Click mouse button to advance to next slide. Esc to End Slide Show.

35. Client Directed Desk Counseling Follow-On Counseling Seminars Publications Public Relations Public Speaking Banking Branches Client Service Evaluation Etc. Committees Click mouse button to advance to next slide. Esc to End Slide Show.

36. Counselor Professional Development Program Steps to Effective Counseling • Know the Purpose of the Initial Counseling Session • Develop Rapport • Clarify Client’s Reasons for Seeking Help • Listen, Empathize, Ask Clarifying Questions • Determine Client’s Readiness • Summarize, Verify and Get Agreement on Next Steps • Arrange for Follow-up Actions Click mouse button to advance to next slide. Esc to End Slide Show.

37. Counseling is...Guiding the client toward solving their own problems and making their own decisions Click mouse button to advance to next slide. Esc to End Slide Show.

38. Empathy is... gaining an understanding of another person’s feelings, situation and motive Click mouse button to advance to next slide. Esc to End Slide Show.