Working with Adopters
- 1. Listen to Owners About Returned Pets
- 2. How To Lead a Shelter Tour
- 3. Positive Attitude and Communication
- 4. Conflict Management
- 5. Basic Telephone Skills
- 6. Positive Customer Relations Do's and Dont's
- 7. Actual Follow-Up Questions to Ask Adopters
- 8. Follow-Up Questionnaire for New Adopters
- 9. "Follow-Ups: More Important Than You Think (and Easier, Too)!"
- 10. "Cat Care, Adoption and Behavior Tips to Give to Adopters"
Positive Attitude and Communication
ASPCA, National Shelter Outreach
Positive Attitude and Communication; The Attitude You Send Out is Uusually the Attitude You Get Back!
You Never Get a Second Chance to Create a Positive First Impression!
Body Language: Did you know that body language can account for more than half of the message you communicate?
Body Language Tips:
- Maintain eye contact when talking and listening to others
- Maintain a natural and comfortable smile
- Be relaxed and natural when you speak
Voice: The tone of your voice, or how you say something, is often more important than the words you use.
Voice and Language Tips:
- Use vocal
variety
- Use
appropriate and clear language with pauses and no
non-words
- Maintain an
active interest and involvement with each
client
- Use humor
Attitude: Both positive and negative attitudes travel quickly in the workplace. A single negative attitude can turn a harmonious atmosphere sour.
Beware:
- A supervisor with a negative attitude puts a damper on the entire operation
- A small
group of negative workers can split a department into
camps
- An office or department can often overcome a negative attitude from one member - but it takes work!
© 2001 ASPCA
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For Shelters: Working with Adopters:
Conflict Management
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