ON-THE-JOB SCRIPTS

Consider providing client-facing volunteers with pre-written scripts to help them through common interactions. These scripts can be especially helpful for standard conversations, such as checking in new clients or for phone calls. They can also be useful tools for interacting with clients who speak different languages. 

Providing scripts may be especially impactful for newer volunteers, to help them feel more comfortable and reduce incidents related to small miscommunications or language barriers. It’s a way to ensure that clients are treated in an appropriate and helpful manner that aligns with your organization’s values, while also helping volunteers feel more confident in their roles. Scripts don’t have to feel forced, or be strictly stuck to. Anything from key words/phrases to full sentences will help provide volunteers with context for how to interact with clients, while still allowing for individual differences and natural interactions.