Scripts Flashcards
Why do we have scripts?
Five answers
1) We aren’t always on our game
2) Application of SOP
3) Clients have common issues & Q’s
4) Saves reinventing the wheel
5) Collective wisdom - pool brains!
What makes a good script?
1) Solid
2) Sticky
3) Good language
4)
What is the desert?!
Why wondering - assuming value to the why
Why is wondering a bad idea?
5
Wasting time
Inaccurate
Speculative
Excessive
Unnecessary
Talk about why
What is D&E
Diagnosis and Euthanisa - Ian Dunbar
Talking it to death when you don’t know HOW to fix it
Why do we wonder in the dessert?
2 answers
1) We assume it’s a good use of resources.
2) Floating hypothesis about why is a better use of finite resources rather than using these on vetted solutions
How should we make resource allocation decisions?
three answers
Thoughtfully
Consciously
MUST be a reason –>
NOT - this is interesting!
When is WHY a good choice?
six answers
1) Time and energy for both why and solution
2) Sometimes the solution IS Why (Normal Behaviour)
3) Builds empathy and bond wt the dog
4) Helps buy into solutions (fear)
4) Buy-in for enrichment
5) Education about cultural fog issues
6) Some clients WANT to know!
Most clients dog related time and energy is …..
Extremely limited
Why do trainers throw everything at clients?
three answers
1) Covering butt approach
2) Not trained in counselling
3) Sign of incompetence
“I told you … I did everything I could”
What is the covered school of teaching?
What are the drawbacks?
I provided a textbook answer and covered the material. It got mentioned.
No thoughtful teaching of the material.
What are good ways to teach information?
5 points
1) Thoughtful use of repetition
2) Get client to feed back to you
3) Sticky language
4) Coming from different angles
5) Using media
Thoughtful repetition
Echo client to repeat
Angles come fm different angles
Copy use media
Have scrips - sticky language
When we are normalising normal behaviour, is there ever a case where there is a why then a solution?
Yes!
Sometimes it will simply be a case of this is normal other times it will be this is normal but we are going to change it (e.g. RG)
When is WHY helpful and when is it not?
4 scenarios
Client is about why & why is productive:
Great party time!
Client is about why & why isn’t productive:
Nudge to solutions
Fix it type client & why is productive:
client will be distracted/not interested –> burn out issues for trainers.
Fix it type clients & why is not production:
solution! Don’t even consider WHY wondering!
Client is about WHY and WHY is productive
Great clients, and trainers love these (Sarah)
What is a meandering discussion?
Social Media free for all!
Client is about WHY and WHY isn’t productive
Nudge back to solution
The client is about FIX and WHY is productive
Dangerous groud for burn out. Client will be distracted and disinterested in why.
The client is about FIX, and WHY is not productive.
Don’t go wandering, FIX IT! or Jean’s hair will set on fire!!!
What are the types of questions that come up in meandering discussions?
Fix it requests
Why - what request
What is free association?
People joining in! “my dog does that”
What’s the problem of wandering in a professional capacity?
Time is precious. Direct discussions thoughtfully.
Who should not go wandering with clients
Pro trainers
What do we mean by good when discussing the good why
2 points
Accurate
Helpful
What are some situations when why is good?
4 points
1) reframe clients to it’s working for him (ABA thinking)
2) Upset dog for CC buy in
3) Stop people taking it personally
4) Client really wants it (use handouts/websites etc)
RUSC
What does the good why do?
3 points
1) helps person towards helpful actions - bmod
2) stops them going sour on the dog
3) Help understanding & enjoyment of their dog
What are the bad whys? Wandering!!
3 points
1) There is already enough information to act
2) Client and dog need a fix
3) Client time/energy is finite
Key features of the desert
when ten seconds devoted to why is 10 seconds away from the solution.
6 points
1) All housetraining which has a vet. rule out
2) Disobedience (all) –> it’s not working –> energy to O.C plans
3) Most stranger fear & aggression
4) Fear (all) - because it doesn’t change the approach.
5) RG all - misfiring ancient software
6) Non SA chewing
What is the good why in relation to fear?
sometimes a bit of why is helpful for buy-in/understanding. Fixing fear is a long road.
However if client is already on board, empathetic and brought in why is not a good use of time.
What is the good why in relation to fear?
sometimes a bit of why is helpful for buy-in/understanding. Fixing fear is a long road.
However, if the client is already on board, empathetic and brought in, why is not a good use of time.
What is the good why in relation to non sa chewing?
He’s BORED!!!
What is a good script template?
1) acknowledge & validate the clients perception
2) dragnet why
3) Segue to plan
What is a dragnet why?
Good why, sticky, concise why
Why do we want to get to plan?
So we can repeat the key points
Is repitition normal?
YES! very normal.
Is repitition normal?
YES! very normal. It doesn’t make them bad clients.
What should we ask ourselves before we judge?
Do I floss my teeth as often as I should!
Do people want repitition
YES. It’s good.
Is repitition normal?
YES! very normal. It doesn’t make them bad clients.
