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4 the tools of the trade
- 1.
Chapter Four
©2013, Brooks/Cole Cengage Learning
- 2. Open-ended questions
Closed-ended questions
Restatement and summary clarification
Owning feelings
Facilitative listening
©2013, Brooks/Cole Cengage Learning
- 3. Encourage clients to respond with more thoughtful
answers.
Very helpful during Task Two: Problem
Exploration.
Developing open-ended questions:
• Request description – “Tell me about…”
• Focus on plans – “What will you do…”
• Expansion – “So then what happened?”
• Assessment – “When that happened, how did you handle it?”
• Stay away from “why” questions – client may become defensive
©2013, Brooks/Cole Cengage Learning
- 4. Seek specific, concrete information.
Usually begin with verbs.
• do, did, does, can, have, had, will, are, is, and was
Enable the crisis worker to make a quick
assessment.
Often used during:
• Early stages of intervention
• Obtaining client commitments
• Assessing safety issues
©2013, Brooks/Cole Cengage Learning
- 5. Guidelines
• Request specific information
• “Where are you going to go?”
• Obtain a commitment
• “Are you willing to make an appointment to…?”
• Increasing focus
• “Are you on track with me?”
• Avoid negative interrogatives
• Subtle way of coercing the client
• Don’t, doesn’t, isn’t aren’t, and wouldn’t seek agreement
• Instead, use an assertive owning statement
©2013, Brooks/Cole Cengage Learning
- 6. The client may not be able to communicate
effectively because of the chaotic
environment or their cognitive status.
Restatement lets the client know that you are
listening.
Often used in Task 6: Obtaining Commitment
either by the client or the crisis worker.
©2013, Brooks/Cole Cengage Learning
- 7. Use “I” statements.
Helps to create a bond between the client and the crisis
worker.
• Only use “we” when referencing the crisis worker and the client.
Relational markers shorten the psychological distance
between the client and crisis worker.
• Use right here, right now words (this, these, we, our, here, and
now)
• Do not use distancing words (that, those, mine, there, and then)
©2013, Brooks/Cole Cengage Learning
- 8. Do not disown feelings of confusion or frustration.
Convey understanding
• Use “I understand” to convey comprehension of the
situation, not what the client is going through.
Make value judgments about the client’s current
behavior not about their personal character.
Use positive reinforcement to successively approximate
a client toward the larger goal.
Set clear limits to maintain personal integrity and safety.
Use assertion statements – direct, specific, owning
statements – to obtain a commitment from the client.
©2013, Brooks/Cole Cengage Learning
- 9. Four keys aspects:
• Really listen to the client.
• Focus entirely on the client.
• Attend to both verbal and non-verbal messages.
• Assess the client’s readiness to enter into
psychological/physical contact with others.
• Demonstrate attention by both verbal and non-verbal
behavior.
• Convey understanding of the crisis situation, both the
facts and the emotions, to the client.
• Help the client to expand their view of the crisis.
• Assist the client in comprehending the full impact of the
crisis.
©2013, Brooks/Cole Cengage Learning
- 10. Creating Awareness
• Support the client in becoming cognizant of their emotions,
behaviors, and thoughts that may hinder mobility.
Allowing Catharsis
• Allow the client to cathart but do not let them escalate.
• Appropriate for a client who is not able to express their emotions
rather than a client whose feelings are already out of control.
Providing Support
• Affirm that the client’s reactions are “common” instead of “normal.”
• NEVER support a client’s intentions to harm self or others.
Promoting Expansion
• Help the client open up their tunnel vision of the crisis.
©2013, Brooks/Cole Cengage Learning
- 11. Emphasizing Focus
• Assist the client to compartmentalize the crisis into specific
manageable components.
Providing Guidance
• Offer education and referral information to the client.
Promoting Mobilization
• Help the client to develop coping and problem solving skills.
Implementing Order
• Aid the client to organize and prioritize problems.
Providing Protection
• Protect the client from engaging in psychological or physical
harm to self or others.
©2013, Brooks/Cole Cengage Learning
- 12. Three
conditions crisis worker must
demonstrate to facilitate client growth:
• Empathy
• Genuineness
• Acceptance
©2013, Brooks/Cole Cengage Learning
- 13. Five vital techniques:
• Attending
• Verbally communicating empathic understanding
• Reflecting feelings
• Non-verbally communicating empathic understanding
• Using silence to communicate empathic understanding
Must differentiate empathy from sympathy and
distancing.
©2013, Brooks/Cole Cengage Learning
- 14. Essential components:
• Be role free
• Be spontaneous
• Be non-defensive
• Be consistent
• Be a sharer of self
©2013, Brooks/Cole Cengage Learning
- 15. Complete acceptance of the client
• Surpasses the client’s personal qualities, beliefs,
problems, situations, situations, or crises.
• Crisis worker is able to prize the client even when
they are speaking or behaving in a way that is
contradictory to the crisis worker’s personal values
and beliefs.
©2013, Brooks/Cole Cengage Learning
- 16. Thecrisis worker’s level of involvement is on a
continuum ranging from:
• Directive → Collaborative → Nondirective
Appropriatenessof crisis worker’s level of
involvement depends on the client’s degree of
mobility.
• Crisis worker attempts to move from directive to
non-directive from the initiating crisis event
(client is immobile) to resolution (client is mobile).
©2013, Brooks/Cole Cengage Learning
- 17. An “I” approach to crisis intervention.
Necessary when the client is immobile and can not
cope with the crisis situation.
Crisis worker is responsible for defining the problem,
exploring alternatives, developing a plan, and
guiding the client to follow the plan.
Crisis worker takes temporary control and
responsibility for the situation.
Triage score in the high teens or twenties.
©2013, Brooks/Cole Cengage Learning
- 18. A “we” approach to crisis intervention.
The crisis worker is in partnership with the client to
assess the problem, explore alternatives, implement
a plan, and commit to the plan.
Crisis worker serves as a temporary catalyst,
consultant, and facilitator.
Triage score in the high single digits to middle teens.
©2013, Brooks/Cole Cengage Learning
- 19. A “you” approach to crisis intervention.
Desired when the client is able to initiate and follow
through with their own action plan.
• Client owns the problem, coping mechanisms, plan,
action, commitment, and outcomes.
Goal is to give the client as much control as possible.
Crisis worker serves as a support person who listens,
encourages, and reflects.
Triage score in the low to mid single digits.
©2013, Brooks/Cole Cengage Learning
- 20. Needs immediate hospitalization due to chemical use
or organic dysfunction.
Suffering from severe depression.
Experiencing a psychotic episode.
Suffering from severe shock, bereavement, or loss.
Suffering from severe anxiety.
Experiencing delusion for any reason.
Is a current danger to self or others.
©2013, Brooks/Cole Cengage Learning
- 21. Recognize individual differences
• Each crisis situation and client is unique.
Assess yourself
• Consistently examine own values, emotional status, limitations, and
readiness.
Show regard for client safety
• Seek consultation if necessary.
Provide client support
• Demonstrate unconditional positive regard for the client.
Define the problem clearly
• Focus on one specific problem from the client’s point of view.
Consider alternatives
• Be creative and when possible use alternatives generated by the
client.
©2013, Brooks/Cole Cengage Learning
- 22. Plan action steps
• Short-term plans will allow the client to increase their mobility.
Use the client’s coping strengths
• Do not ignore the client’s strengths and coping skills.
Use referral resources
• Have an up-to-date and easily accessible list of names, telephone
numbers, addresses, and contact people for referral.
Develop and use networks
• Each individual in a network is a referral source; it is the personal
relationship that makes it a network.
Get a commitment
• Have the client verbally summarize the action plan and their
commitment to it.
• Commitment may need to be written and signed if lethality is a
factor.
©2013, Brooks/Cole Cengage Learning