1. Unit 4 Seminar HN330-01 Chapters 7, 8, 9, 10 & 11 Michelle March, PhD Wednesday – 9:00 pm EST

2. IDENTIFYING GOOD RESPONSES AND POOR RESPONSES Chapter 7 pp. 136-148

3. Twelve Roadblocks to Communication 1.Ordering, Directing, Commanding 2.Warning, Admonishing, Threatening 3.Exhorting, Moralizing, Preaching 4.Advising and Giving Solutions or Suggestions 5.Lecturing, Teaching, Giving Logical Arguments 6.Judging, Criticizing, Disagreeing, Blaming

4. Twelve Roadblocks to Communication 7. Praising, Agreeing 8. Name-Calling, Ridiculing, Shaming 9. Interpreting, Analyzing, Diagnosing 10. Reassuring, Sympathizing, Consoling, Supporting 11. Probing, Questioning, Interrogating 12. Withdrawing, Distracting, Humoring, Diverting Using the Phrase “I Understand”

5. Useful Responses Ways to start responding to feelings Ways to start responding to content Ways to start a closed question Ways to start an open question Ways to start an “I-Message” Useful ways to begin a firmer “I-Message”

6. Useful Responses Ways to show appreciation for what has been said Specific questions useful in beginning to disarm anger Examples of ways to agree when practicing disarming Sample response when you cannot change Sample response when you find you can compromise Ways to start collaboration Ways to involve the client in collaboration – Stat with an I-Message – Finish with a question or comment that invites collaboration

7. Useful Responses False praise versus positive feedback Minor problems 1.You assess client’s feeling incorrectly 2.Your mind wonders Major problems 1.You cannot wait to pass judgment 2.You ignore the client’s feelings 3.You cannot wait to offer the solution, to give adivce.

8. LISTENING AND RESPONDING Chapter 8 pp. 152-158

9. Defining Reflective Listening Reflective listening – therapeutic listening and responding. – Three purposes: 1.Lets clients know you have heard their concerns and feelings accurately. 2.Creates the opportunity to correct misperceptions. 3.Illustrates acceptance of where the client is at. – Two aspects to which you can listen and respond: 1.Content 2.feelings

10. Responding to Feelings Involves 2 Steps: 1.Identifying the feeling. 2.Constructing a single statement that includes that feeling.

11. Responding to Content Check accuracy of what is being conveyed. Clarifies understanding of facts. – Repeating facts back to clients help them in integrating their particular experiences into the whole of their experiences; hence, facilitating a healing process.

12. Positive Reasons for Reflective Listening Therapeutic reasons for employing reflective listening: – Self-Acceptance – Drain off Feeling

13. Points to Remember Listen Reflectively Long Enough Solutions Come Later Reflective Listening Does not Mean You Agree You Could be Wrong Mind Your Body Language

14. ASKING QUESTIONS Chapter 9 pp. 167-172

15. When Questions are Important 1. when you are opening a case or chart on a person and need indentifying information (closed questions) 2.When you are compiling information for assessment and referral purposes and need facts to do that properly (closed questions) 3. When you are encouraging the client to talk about this or her situation freely to better understand which aspects of it are important to the client (open questions)

16. Types of Questions… Closed – Require single answers Open – Provide client more opportunity to talk aobut what is important to them

17. …Types of Questions Questions that make the client feel uncomfortable – Avoid the use of “why” questions – Do not ask multiple questions – Do not change the subject – Do not imply there is only one answer to your question – Do not inflict values on the client – Do not ask questions that make assumptions

18. A Formula for Asking Open Questions Review Figure 9.1 on page 172

19. BRINGING UP DIFFICULT ISSUES Chapter 10

20. The Rules for Confrontation How to express issues that concern you as the case worker – – Be matter of fact. – Be tentative. – Focus on tangible behavior or communication. Tangible refers to what you can observe. – Take full responsibility for your observations. – Always collaborate. – Do not accuse the other person. – Do not be judgmental. – Do not give the client a solution.

21. Asking Permission to Share Ideas Ask permission when you would like to : – Offer information or suggestions – Don’t provide “I” messages as this may portray you are providing a solution without permission

22. Confronting Collaterals There are times when others may interfere with the client’s treatment, thus – Adversely affecting the client – Adversely affecting the work or relationship established with the client …Consequently, communication may need to send a firmer message – the message would 1.Not sound tentative 2.Be pleasant, but firm (smile, but mean what you say) 3.Contain an implied or explicit request for help

23. ADDRESSING AND DISARMING ANGER Chapter 11 pp. 197-206

24. Common Reasons for Anger Client is angry about something the agency has done. The client is angry about something you have said or done. The client is fearful. The client is Exhausted. The client feels overwhelmed. The client is Confused. The client feels a need for attention. – Individuals become angry for various reasons…know how to disarm anger, enabling you to move toward a more meaningful dialogue and a better resolution.

25. Why Disarming Anger is Important Eliminates an obstacle to true understanding. Shows clients you respect their message. Enables you to understand the problem. Allows you to practice empathy. Focuses work on solving the problem. – Many times individuals present angrier than they mean to. This occurs due to anticipating responses from others. As Human Service workers, we read anger as a signal that the client’s needs have not been met, hence focus on the resolution of the problem which caused the presenting angry feelings; regardless if we believe the anger to be legitimate.

26. Four-Step Process 1.Be appreciative 2.Ask for more information 3.Find something with which you agree 4.Begin to focus on a solution

27. What You Do NOT Want to Do Do not become defensive Do not become sarcastic or facetious Do not act superior Do not grill the client

28. QUESTIONS??