A Day in the Life...

Education Focus Group November 2008

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Overview

Questions to ask clients Daily Log Referral forms Diagnosing Responses to clients Vets as helpful guides for new MGs

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I hear and I forget. I see and I remember. I do and I understand.

Confucius

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Setting for 1st video Site: Phone Clinic

Handout

Questions to Ask Clients

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Questions to Ask Clients

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1. Interaction with client

2. The plant

3. The environment

4. Cultural conditions

5. Treatments to date

Questions to Ask Clients

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Phone Clinic

Key Points Professional attitude Used Questions to Ask Clients Avoid snap decisions “Teachable moment”

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(J. R. Natter)

Scorch

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Plant a shrub/tree

(HowStuffWorks.com)

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Plant a shrub/tree

(HowStuffWorks.com)

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Setting for 2nd video

Site: Phone Clinic

Sequence Client phones MG office Obtain client name & phone # Audience researches info Handout: Daily Log

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Daily Log (basic info)

Key Points New sheet for each shift Record date Record MGs on duty

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Daily Log (basic info)

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Daily Log (record the contact)

Key points

1. Contact info

(Name + phone or address or email)

2. Question summary

3. Answer summary

4. Resource(s)

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Daily Log (record the contact)

Resource(s) with page numbersA: summaryQ: summaryName

Phone or address or email

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Key points1. What kind of squash?

2. MG Handbook is a resource

3. If use internet, research-based

Sustainable Gardening

(chap. 7, p. 161)

Phone Clinic w/callback

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When to harvest squash

(all-creatures.org)

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Daily Log

Daily Log (record the contact)

Resource with page numbersA: summaryQ: summaryForrest

Glen555-0987

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Setting for 3rd video

Phone clinic w/walk-in client Office closes in 10 minutes MG begins Referral form Handouts

Referral form

Daily Log

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Referral forms

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Referral FormsReferral Forms

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Referral Form

Key Points for intake info1. Which form?

Plant ID; Plant Problem; Critter 2. Intake person3. Contact info4. Description & History5. How to handle plant sample?

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Daily Log (record the Referral)

Key points1. Client’s contact info

Name

Plus phone; or address; or email

2. The entry

Began Referral: spinach problem

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Daily Log (record the Referral)

Began Referral for spinach problem.

Sage Brush555-4565

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Walk-in Client (next shift)

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Referral formKey Points for follow-up

1. Diagnosis2. Management3. Source of info4. Notify client 5. Signature6. Record contact on Daily Log 7. File in Archives binder

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Daily Log (record the Referral)

Key points1. Contact info

Name

Phone

2. The entryCompleted Referral spinach problem

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Daily Log

Daily Log (record the Referral)

Completed Referral for spinach problem.

Sage Brush555-4565

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Key points1. Types: serpentine & blotch

2. Edible leafy plants

3. Cultural methods first

MG Handbook

(chap. 16, p. 364)

Walk-in Client

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Spinach leafminer

pupa (falls to soil)

larva exits

larva enters

(Purdue)

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Spinach leafminer

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Spinach leafminer

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Row cover

(Cornell University)

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Row cover

(http://carletongarden.blogspot.com/2007/08/checking-under-row-covers.html)

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Row cover

http://carletongarden.blogspot.com/2007/08/checking-under-row-covers.html

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Setting for 4th video

Site: Farmer’s Market

A challenging client

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Key points1. Remain calm

2. Offer facts

3. “Teachable moment”

The Challenging Client

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Phytophthora root rot

cedar

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Phytophthora root rot

cedar

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Phytophthora root rot

raspberry

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Phytophthora root rot

raspberryraspberry

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Phytophthora root rot

raspberry

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Phytophthora root rot

raspberry

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Responses to Clients

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Questions MGs addressInquiry MG Action MG

ResponseArthropods Identify;

Refer if needed

Suggest management

Plant problems

Diagnose;

Refer if needed

Suggest management

Weeds Identify; Refer if needed

Suggest management

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Management suggestions All management suggestions

must be Research based Regionally accurate

Why?

It’s the legal responsibility of the

OSU Extension Service

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Beyond the scope of MGs…Health issues

Poisonous plant ingestion

Poison Control Mushroom ID

Oregon Mycological Society

Health questions/remedies

Refer to Weston

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Beyond the scope of MGs… All pasture questions

See MG Resource binder Potential legal disputes

Refer to mediation or, if in doubt, Weston

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Beyond the scope of MGs… Commercial entities, person or

companyRefer to appropriate Extension agent

Government agenciesRefer to appropriate Extension agent

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Other considerations Endorse specific products?

Active ingredient only Endorse specific service providers?

Suggest generic services

(e.g. For certified arborist, look in Yellow Pages, Trees or Tree Care)

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MGs do… Identify

Arthropods

Plant diseases

Weeds

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MGs do… Provide recommendations

Research based Regionally accurate After firm identification

Use the PNW handbooks for chemical treatment, whether organic or inorganic

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MGs don’t answer… Pasture questions

Commercial questions

Health/medical issues Medicinal use of plants Personal hygiene

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MGs don’t answer… Mushrooms

Potential legal disputes

How to make or use home remedies

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Any Questions?

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Vets as Helpful Guides

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Remember what it was like to be

the “newbie”

Vets as Helpful Guides

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Some pointers for veterans

Be patient

Work together

Share the load

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Get to know the new MG

Had orientation? How are you doing? What has been fun? Not so much...

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Resources…

Use resources correctly

OSU recommendations

No home remedies

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Resources…

Office staff

Al Martinez – Washington

Kim Salem - Clackamas

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Mistakes?

Get client’s phone number

Gently correct

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Strategy idea...

Have new MG repeat what the caller is

asking

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Remember...

New trainees have

been told that vets

are there to help

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End on a good note... Invite them to a Chapter

meeting

Offer to work together again

Encourage, praise

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Veteran MGs

are valuable!

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Summary Questions to ask clients Daily Log Referral forms Diagnosing Responses to clients Vets as helpful guides for new MGs

A Day in the Life...

Education Focus Group November 2008

Reisha AkersJim Allen

Joby DugganTrina EvansSophia Hu

Carol KoshkarianJim KronenbergYvonne PhillipsJoellen Piluso

The MG PlayersThe MG Players

Videography & EditingVideography & Editing Amy Taylor

Burnit Studio, Sherwood Oregon

Education Focus GroupEducation Focus Group Margaret Bayne

Diane Cleven

Jane Collier

Marcia McIntyre

Jean Natter

Pat Smith

Martha Waldemar

AdvisorsAdvisors Weston Miller

Urban Horticulture Agent

Jordis Yost

Program Coordinator

This has been a production

of the

Metro Master GardenerMetro Master Gardener

Education Focus GroupEducation Focus Group

And the award goes to…

The The

Metro MG PlayersMetro MG Players

A Day in the Life...

Education Focus Group November 2008