Strategies for Effective Strategies for Effective Communication and Communication and
CollaborationCollaboration
Helping People With Special Needs Live the Fullest Lives Possible Since 1977
Direction ServiceDirection ServiceDirection Service is a nonprofit multi-family support agency operating in Eugene, Oregon since 1977. The overall goals of Direction Service are simple, real and make a difference in the lives of those we are able to touch:To coordinate the delivery of services to families who have children with disabilities.To reduce family stress, confusion, frustration and isolation.To reduce the lifetime cost of services provided to children with disabilities.To encourage an informed partnership between families and school districts that optimizes learning.
Direction Service Direction Service Counseling CenterCounseling Center
Direction Service Counseling Center provides the full range of mental health services to very young children, children and adolescents, families, adults, and elders. These services include: comprehensive assessment, treatment planning, individual and family therapy, skill building, group therapy and consultation. The Counseling Center provides service to clients experiencing mood and anxiety disorders, post-traumatic stress disorder, and childhood impulse and behavioral disorders. Personnel are particularly adept at providing services to clients and families who experience developmental disabilities in combination with mental and emotional disorders.
Family Support & Service Family Support & Service CoordinationCoordinationFamily-centered and family-directedCulturally sensitiveEmpowerment-focusedStrengths-based (capitalize on family
energy, expertise and resources)Strategic investments (need, impact)
ServicesServicesEmpathetic supportReferral to critical servicesCrisis preventionCrisis responseStabilization of familiesProblem-solving supportShort and long term planning
OutcomesOutcomesReduced stress, isolationIncreased child successReduced inappropriate referrals
and duplication of servicesFamily empowermentTimely service utilizationEnhanced interagency
collaboration
Current Statistical InfoCurrent Statistical Info
For 07/01/09 – 06/30/10:Total new referrals: 193Total continuing clients: 452Total clients served: 645Current staff FTE: 4.65 (3.8 FSC)Active Caseload: 1:170Total open cases: 2412Open Caseload: 1:635
Our Top TipsOur Top TipsTake someone alongUse the power of silenceDon’t shoot the letter carrierEvaluate compromisesThe power of "I don't know what you are
talking about"“If this were your child…”Prepare questionsGet involvedAcknowledge good work
The Platinum Rule: Do unto others as they
would have you do unto them.
Cultural Diversity
Listening
http://www.directionservice.org/cadre/listeningmodule.cfm
“Seek first to understand, then to be understood.”
Stephen Covey “Habit 5” Seven Habits of Highly Effective People
Understanding Positions
and Interests
http://www.directionservice.org/cadre/understanding_pos_module.cfm
Interest-based Negotiation
Aims not to change the other person, but to change negotiation behavior
Shifts from ”your position versus mine” to “you and I versus the problem”
Involves a mutual exploration of interests to yield more creative options.
Uses objective criteria
Adapted from Highnam, K. (2001). Interest-based negotiation, CSSEA 2001 Fall Conference and AGM. Surry B.C, Canada. CSSEA; Fisher and Ury, Getting to Yes.
Use Your PowerUse Your Power
“The most common way people give up their power is by thinking they don’t
have any.” —Alice Walker
What is an Advocate?What is an Advocate?Advocates speak up for themselves
or others to make things better.Have you ever?•Met with your child’s teacher about any issue?•Spoke at a local gathering about a project you care about?•Told a cashier that an item was not ringing up correctly?
Why be an Advocate?Why be an Advocate?
Your experiences are valuable and can be used to improve things
You know when something is or isn’t working
You have ideas how to make things better
You have the only long-term connection to this child
Six SkillsSix SkillsTo be an effective advocate:1. Understand your child’s disability2. Know the key players3. Know your rights and responsibilities4. Become well organized5. Use clear and effective
communication6. Know how to resolve disagreements
In Other Words:In Other Words:
1. Who is the “star”?2. Who are the players?3. What are the rules?4. What is my plan of
action?5. What do I say when it’s
my turn?6. What do we do when we
disagree?
Skill #1: Understand The Skill #1: Understand The Child’s DisabilityChild’s Disability
Understanding helps you:Know which services are
appropriate for the childHave high expectationsFind the right assistive
technology and accommodations
Use resources to learn more!
Skill #2: Know the Key Skill #2: Know the Key PlayersPlayers
Who is the director or decision maker?
Are staff people public, non-profit, or private employees?
How can you find a person’s name?
Skill #3: Know Your Rights Skill #3: Know Your Rights and Responsibilitiesand Responsibilities
Learn about them by:Reading Web sitesAsking how service is fundedAsking to see laws and policiesAsking questionsJoining a group
Creating PartnershipsCreating Partnerships
Parents and professionals can be partners and:• Work together• Share goals• Have individual roles• Share authority• Have different skills• Solve problems
Skill #4: Become Well Skill #4: Become Well OrganizedOrganized
Keep records Put it in writing Keep a phone log Have a meeting
notebook
Skill #5: Use Clear and Skill #5: Use Clear and Effective CommunicationEffective Communication
Keep your eyes on the “prize”
Listen and ask questions
Skill #5: Use Clear and Skill #5: Use Clear and Effective CommunicationEffective Communication
Focus on needs of the child
Problem solve together to find solutions
Skill # 5: Use Clear and Skill # 5: Use Clear and Effective CommunicationEffective Communication
Speak clearlyAvoid making
people feel defensive
Turn negatives into positives
Summarize
Tips for Good Tips for Good Communication Communication at a Meetingat a MeetingFocus on your goalShow respect and expect it from
othersManage your emotionsAsk questionsRephrase for clarificationSay thanks
Tips for Written Tips for Written CommunicationCommunicationLetters should: Be sent to person who can make a
changeBe dated and signedFocus on one or two issues Be no longer than one pageSet a deadline if a reply is requestedGive your contact informationRemember to keep a copy for
yourself!
When You DisagreeWhen You DisagreeDisagree without being
disagreeableApologize if neededSeparate the person from the
problemRealize NO ONE has all the
answersMake sure your facts are correctChoose your battles
Skill #6: Know How to Skill #6: Know How to Resolve DisagreementsResolve Disagreements
Informal Processes:• Talk to people first
Skill #6: Know How to Skill #6: Know How to Resolve DisagreementsResolve DisagreementsFormal Processes:• Mediation • Complaints• Appeals
SummarySummary
“I am only one, but still I am one. I cannot do everything, but still I can do something. I
will not refuse to do the something that I can do.”
—Helen Keller
Questions?
Comments?
Contact InformationContact Information
Aimee Walsh
Family Support & Service Coordination
Direction Service, Inc.
541-686-5060