Effective Interviewing and Active Listening for Case Management (AM)

Successfully helping clients overcome barriers to employment begins with basic communication: Asking the right questions and really listening to their answers (or lack thereof) to gain a better understanding of the situation.

How confident are you in your interviewing and listening skills?

This training is designed to teach job seeker staff and case managers the key to effective, impactful interviewing for client solutions, and active listening and non-verbal cue observation for identifying key client challenges and opportunities.

Staff will gain new tools, better understanding of the issues and confidence in their ability to address the challenges faced by their clients. Everyday examples of workforce client stories will be discussed and potential approaches will be explored.

Key Takeaways:
  • Key elements of active listening and observing non-verbal cues
  • Investigative interviewing for full understanding
  • Guiding client conversation and asking clarifying questions to get the right information and identifying root causes
  • Developing trust and rapport with a client through mirroring non-verbal cues, empathy, commonalities and relatable situations
  • How to ask sensitive questions about income, education, skills, deficiencies, and employment barriers
  • Summarizing for confirmation of understanding
  • Improved customer satisfaction and success in their job search activities


Who Should Attend:

Workforce Development Staff, managers and associated partners who work with job seekers.


Date / Time

Wednesday, September 26, 2018

Registration: 8:30 am
Training: 9:00 am – 12:00 pm

Please Note: An identical training is scheduled for the same day, from 1:00 - 4:00 pm, at the same location. Please register for only one session.



Ramada by Wyndham Saginaw Hotel & Suites
3325 Davenport Ave.
Saginaw, MI  48602



$80.00 Member
$116.00 Non-member




Presented by

Peter Anthony, MS, GCDF, Workforce Development Instructor Lead / WIOA EO/188 Compliance Liaison, EDSI