*** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.1 SCORE Counselor Professional Development Program (CPDP) Orientation

*** DGS/DP 3/96 Click mouse button to advance to next slide. Esc to End Slide Show.

1

SCORESCORE

Counselor Professional Counselor Professional Development Program Development Program

(CPDP)(CPDP)

OrientationOrientation

presented by:???? & ?????


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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


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Agenda

Review Member Basics/Orientation Items– Mission– Needs– Expectations

Review “Membership Handbook” – Desk Counseling– Assessing Client Needs– Listening


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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


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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.


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Connection to SCORE

SBA uses SCORE volunteers to supplement its own assistance programs. SBA, within its budget constraints, provides administrative support to SCORE activities.


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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


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SCORE Mission

We volunteer our expertise to cultivate America’ s

economic growth.


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Skills SCORE Counselors Offer

Business Management

Business Start-upFinancingTaxesMarketingComputers

PersonnelManufacturingGov’t ContractsExportingLegalPatents


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Methods SCORE Counselors Use

Desk CounselingFollow-on CounselingWorkshopsPublicationsPublic RelationsPublic Speaking

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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.


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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.


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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


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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.


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Review of Score Forms

Member Questionnaire Desk Counseling Sign-up Request for Counseling (641) Counselor’s Case Report

(641A)


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Officers and CommitteesBoard 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


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Resources

SBA/SCORE Library SBA Staff Other SCORE Members Public Library Community and Gov’t Resources.


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Counselors Professional Development Program (CPDP) - 1 Membership Handbook (Counseling

Skills)– Orientation– Counseling Techniques– Client Assessment Guidelines


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Counselors Professional Development Program (CPDP) - 2 Business Skills

– Business Planning Guidelines– Marketing– Financial Management


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Guiding the clients toward:

solving their own problems

and

making their own decisions

Counseling is . . .


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Effective Counseling

Important elements of effective counseling:– Empathy– Rapport– Listening


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Empathy is . . .

Gaining an understanding of another person’s – feelings– situation– motive(s)


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RapportRapport is . . .

Building a– Good, – Working, – Trusting

Relationship


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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.


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Listening


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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???)


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Effective Counseling Effective Counseling

Remember,Remember,

EmpathyEmpathy

RapportRapport

ListeningListening

are important elements of an effective are important elements of an effective counseling sessioncounseling session


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Client AssessmentClient 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


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Client Assessment

Consider:– uniqueness of the idea– individual’s entrepreneurial spirit– individual’s personal situation– individual’s readiness


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Client Assessment

Summary:– Listen for Key Ideas– Determine what the client is trying to say– Weigh what you feel


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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


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The End

Review of Orientation Objectives

Questions


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Extra Slides Follow:


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SCORE Meetings/Programs Luncheon/Business Meetings Seminars Member Training Executive Committee Ad-hoc Committee


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Committees

Client Directed Desk Counseling Follow-On

Counseling Seminars Publications Public Relations Public Speaking

Banking Branches Client Service Evaluation Etc.


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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

Counselor Professional Development Program


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CounselingCounseling is... Guiding the client toward solving their own problems and making their own decisions


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EmpathyEmpathy is... gaining an understanding of another person’s feelings, situation and motive

Documents

*** DGS/DP 3/96Click mouse button to advance to next slide. Esc to End Slide Show.1 SCORE Counselor Professional Development Program (CPDP) Orientation