1. WELCOME TO THE PROBLEM SOLVING PROCESS IN CONSUMER CENTERED FAMILY CONSULTATION Hosted by: The Family Institute for Education, Practice & Research For audio please call 1-800-244-9194 and enter the code: 990024# Any technical difficulties please call 585-279-7902 This webinar will begin shortly. Thank you for your patience.

2. AGENDA  Welcome  The Problem Solving Process in Consumer Centered Family Consultation  How to Introduce the Problem Solving Process to the Consumer and Family  A Detailed look at the Problem Solving Six-Step Process  Questions and Answer Session

3. OVERVIEW: PROBLEM SOLVING PROCESS  6-step process borrowed from the business community  Helps to organize potentially emotionally laden material into a step-by- step, sequential process  Allows the consumer, family, and others to talk about and explore details in the decision making process  Assist all the parties involved with devising a plan of action to address a problem or challenging situation  Solve problems in a systematic way can lead to better outcomes

4. HOW TO INTRODUCE THE PROBLEM SOLVING PROCESS Tell everyone about the process  Most people want to know “what can we do?” or “what should we do?” – here’s a way to help that’s proven to work  Evidence based – lots of research  Some of the most challenging problems can be broken down into pieces and addressed Suggest that the problem solving process can help everyone in the family/system. Ask if people want to set aside a CCFC meeting for problem solving.

5. INTRODUCING THE PROBLEM SOLVING PROCESS (CONT’) Let people know that the process can be helpful because it’s:  Designed to help deal with stress/stressors  Designed to reduce tension and stimulation  Designed to increase predictability and calm in the environment The process can be discussed with consumers in advance of sharing them with family/supports (e.g., during the pre-planning meeting)

6. INTRODUCING THE PROBLEM SOLVING PROCESS (CONT’) Conducting the process with support people should be considered a strategy for helping consumer achieve his/her specific goal(s) Let everyone know that problem solving does not always result in a guaranteed solution. Yet, also instill hope that the process can be helpful. Reinforce the idea that “we are all putting our heads together to come up with solutions”

7. THE DETAILS

8. IMPORTANT: BEFORE STARTING THE PROBLEM SOLVING PROCESS, THE PRACTITIONER SHOULD GIVE AN OVERVIEW OF THE PROCESS AND EDUCATE PEOPLE ABOUT WHAT TO EXPECT

9. STEP ONE: DEFINE THE PROBLEM, CONCERN OR GOAL The consultant will typically…  Ask the consumer and family to talk about their concern, a problem or a goal. This may happen naturally.  Listen carefully and ask questions.  Get everybody’s opinion.  Write the concern, problem or focal point in a way that best defines it in a solvable way.

10. STEP ONE ( CONT’ ): TIPS FOR DEFINING THE PROBLEM  Select only 1 problem and stick with it  Narrow things down, and pick a manageable aspect  Concentrate on behavior  Consider wording: What can X do to help Y to Z ?  Example: What can mom do to help John remember to take his medications without it seeming like she’s nagging him?

11. STEP TWO: LIST ALL POSSIBLE SOLUTIONS – “BRAINSTORMING” The consultant should…  Stress that this is a brainstorming section of the problem solving process and no pros and cons should be discussed at this time  Note: Instruct people to only suggest a solution that could be tried over the next two weeks  Ask the consumer and family for all of their ideas on how their concern, problem or goal could be addressed or solved  Encourage them not to dismiss things they have tried already and not to judge their possible solutions as being silly, etc.  Put down all ideas, even ones people may not agree with

12. STEP TWO: LIST ALL POSSIBLE SOLUTIONS (CONT’) The consultant should…  Try to get everybody to come up with at least one possible solution  Participate and offer possible solutions  Remark that this is meant to be a casual, relaxed process and the family and consumer should allow themselves to be free to share any idea without fear of judgment or failure (practitioner should model this)  Mention that many creative ideas can come from this step of the problem solving process

13. STEP THREE: DISCUSS EACH POSSIBLE SOLUTION THAT WAS MENTIONED DURING THE BRAINSTORMING SESSION Once the list of possible solutions has been produced, the Family Consultant leads a discussion with the consumer and family about the main advantages and disadvantages of each item from the list of possible solutions (pros and cons). LIST OF PROS AND CONS Pros Cons _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ Recommendation: Do the pros and cons of the first possible solution, then move on to discussing the pros and cons of the next possible solution. *Tip: Do not do all of the pros for the solutions and then all of the cons.

14. STEP FOUR: CHOOSE THE “BEST” SOLUTION THAT FITS THE SITUATION  The Consultant encourages the family to choose the solution or solutions that they believe can best solve the problem.  During the process the Consultant also could encourage the family to delete any solutions they know they would not be willing to implement under any circumstances.

15. STEP FIVE: PLAN HOW TO CARRY OUT THE BEST POSSIBLE SOLUTION This is the step where the Consultant helps the consumer and family / supports go into detail about how to carry out the plan. The consumer and family would determine any resources needed and major pitfalls they would need to overcome. The clinician will:  Guide the process (ask the questions below)  Assist the consumer and family  Leave time for review  Give the consumer and family a copy of the step-by-step plan Who:______________________________________________ What:_____________________________________________ When:_____________________________________________ Where:____________________________________________ Other:_____________________________________________

16. IN OTHER WORDS… TAKE ACTION! 1.An action plan is developed for the chosen suggestion(s). 2.Tasks are identified and assigned. 3.Consensus is achieved prior to leaving the meeting. 4.The plan is reviewed at the next meeting to determine success or the need for further problem-solving.

17. STEP SIX: REVIEW IMPLEMENTATION AND PRAISE ALL EFFORTS  At a follow-up consultation meeting, the consultant would focus on the achievements the consumer and family experienced.  Review the plan and make any revisions as necessary.  Always accepts responsibility for any failure the consumer and family experienced to help alleviate any further sense of demoralization or hopelessness they may have experienced.

18. COMMON PITFALLS (TO AVOID)  Going too fast (the process typically takes at least 30 minutes)  Allowing the conversation to jump from one topic/problem to another  Selecting a solution but not following through with a slow, practical discussion of the plan for next steps  Deciding upon on plan in which the consumer does not agree to “try it”  Deciding upon a plan in which the family/supports do not agree to “try it”  Allowing anyone to blame any person in the family for an unsuccessful outcome once the strategy is attempted and reviewed at a next meeting

19. OTHER SUGGESTIONS  Go slow, and don’t hesitate to revise your own work/writing  Maintain a hopeful attitude – all in the room will see your example  Be sure any critiques or criticism of ideas during brainstorming are addressed (e.g., “there are no wrong answers here”)  Keep the mood as light as possible  Remember that you, the practitioner, can be a part of the action plan

20. QUESTIONS, ANSWERS AND DISCUSSION

21. THANK YOU FOR BEING WITH US TODAY The slides in this webinar will be made available on our website at www.nysfamilyinstitute.orgwww.nysfamilyinstitute.org Next event for PRACTITIONERS will be on Family Education about psychosis and will be held on June 11 th & 12 th from 3:00pm-4:00pm Next webinar series for QITs will be on CCFC and the intake process and will be held on June 4 th & 5 th from 3:00pm-4:00pm