techniques for dealing with difficult clients
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Techniques for Dealing with Difficult Clients. Linda Swann, M Ed NAMI North Carolina August 30, 2010. difficult behavior - Is it … . Erratic? Accusatory? Uncooperative? Inflexible? Argumentative? Problematic? Highly emotional? . Our reactions to difficult clients. - PowerPoint PPT PresentationTRANSCRIPT
Linda Swann, M EdNAMI North Carolina
August 30, 2010
Erratic? Accusatory? Uncooperative? Inflexible? Argumentative? Problematic? Highly emotional? ....
“Fight or flight” mode Culture of honor Pushes my “buttons” Makes it hard to think straight Patience and empathy are at a premium
What is goal of DTC?
What is the goal of the client?
Discuss how to keep goal and objectives “real.”
In small groups, list your (professional) expectations of the Drug Treatment Court (DTC) process:
In small groups, list what expectations of the process may be held by the client:
Is client Hypersensitive to environment or
emotions? Over-reacting to what’s going on? Struggling to stay in control (anxious)? Unable to calm down and refocus? Angry at system, self, or circumstances? Poorly motivated to succeed?
Be confused Be highly emotional Taken by surprise Have had a rough evening Be used to no one believing him/her Overwhelmed Feel totally alone Feel intimidated by professionals in
room Not feel safe
Feel very much alone Be accustomed abandonment at some
pivotal point Expect no one to listen Have difficulty trusting others Be hyper-vigilant, always expecting
danger, or at least, poor outcomes for self
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When feelings are intense… thinking is impaired!!
Concrete, very black and white, thinking
Unable to form reasonable generalizations of process or situation
Rationalizing why goals cannot be reached
Disastrous thinking
Mental filter - Accentuating the negative and discount the positive
Overgeneralization – one event seen as pattern of failure
Mind reading – assuming others are thinking badly of you
Fortune Telling – Predicting that things will turn out badly.
Magnification – Smallest mistake is projected into worst possible outcome.
Labeling and Mislabeling - Generalizing – “I am stupid.” “I am a loser.”
Personalizing– “If anything goes wrong, it must be my fault.”
Learned helplessness – “Nothing ever works for me anyway, so why try?”
Be prepared
Non-judgmental approach
Help client identify what he/she needsWhat is the problem?What do you need from me?
Respond to some “kernel of truth”
Demonstrate a genuine interest
Reflective listeningAcknowledge client’s lived experience, their
realityDirect your response to what he/she must
be feeling (It must be difficult to ….)Communicate that you understandDo not correct or “disconfirm” other’s
viewpoint until you have reflected his/her perception or feelings.
Your focus is on emotional content Airport metaphor
“I” Statements used properly can helpMaintain your self-controlDe-escalate an emotional situationPut onus back onto the client.
Pause if necessary. Walk away if it’s best.
Back-up planBe upfront about process
Tell them what you need. Repeat calmly as needed.
Focus on strengthsBegin with recognizing what client does/has
done wellHelp client to remain goal-orientedBreak tasks into smaller parts if necessaryPraise effortRemember, client and DTC want same
positive outcome “Reframing”
Can a perceived negative be reframed into a positive?
System of Care modelStrength-based, family-friendlyBroad array of services and supportsTreatment Team meetings = heart of
processWraparound approach, front-line service
providersCommunity-based; multi-agency
Be patronizing or condescending Offer unsolicited advice Solve their problems for them Act like they are behaving
inappropriately
Be prepared Seek supervision, input from others De-brief your supervisor
Look for “lessons” Become the observer Work to reorient the system
Chapter one: I walk down the street and there’s a big hole. I don’t see it and fall into it. It’s dark and hopeless and it takes me a long time to find my way out. It’s not my fault!
Chapter two: repeat Chapter three: I walk down a street. There’s a
big hole. I can see it, but I still fall in. It becomes a habit. But I keep my eyes open and get out immediately. It’s my fault.
Chapter four: I walk down a street. There’s a big hole. And I walk around it.
Chapter five: I walk down a different street. Portia Nelson, “Autobiography in Five Short Chapters”