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CHAPTER 7:GETTING TO KNOW THE CLIENTS: A CHAPTER OF SPECIAL RELEVANCE TO HELPING & SERVICE PROFESSIONALS Tara Lee Burke HEA 497-Internship Seminar March, 15, 2016

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Getting to know the Clients: A Chapter of Special Relevance to Helping & Service Professionals

Chapter 7:Getting to know the Clients: A Chapter of Special Relevance to Helping & Service ProfessionalsTara Lee BurkeHEA 497-Internship SeminarMarch, 15, 2016

Recognizing the Traps: Assumptions & StereotypesUncovering the RootsWhere do stereotypes come from?Media: TelevisionMoviesBooksEngaging Your Stereotypes: Getting beyond the TrapsPhysical Appearance (Tweed Jacket vs. Harley Davidson Vest)Behavior (Unusual, bizarre, history of violent acts)Rethinking Client SuccessWhat does it mean to you?Help the client EMPOWER themselves through: attitudes, skills, values, and knowledge

Engaging Your Stereotypes: Class Exercise

Meet Martin

What assumptions do you have about Slayer?What does he do for a living?What is his education level?What is his personality like?What is his family life like?

Meet Slayer

Investment BankerLives in Manhattan BeachCalifornia Lutheran UniversityDegrees: Major: EconomicsMinor: BusinessGreat Friend Husband: Married 45 yearsFather: 3 BoysGrandfather: 3 Girls, 2 Boys

Acceptance The First StepBeing Accepted by ClientsTuning into the Clients WorldThink about the situation from their perspective.Attempt to understand how their experiences have shaped the WAY they see the world.Meeting w/ ResistanceMany frustrating and stressful experiences.May be first time they are not able to meet their own needs.Distrustful of healthcare industry.

Clients Cultural ProfilesEveryone has their own unique profileLook for strengths and weaknessesPutting Client Behavior in ContextUnderstanding why they behave the way they do.Hidden agendas.Seeking Common GroundNot giving advice or telling them what to do.Saying you know how your clients feel can be alienating.Common ground Common Experience

Cultural Competence:

Acceptance Learning To Accept Clients

Working w/Troubling Behaviors

Cultural Competence: Knowing Your Identities

What kind of feelings do clients evoke in you?MistrustPrejudiceSorrowLie to youManipulate: what they want but cant haveNever Satisfied: with what you have to give-always need moreVerbally abusive Physically threateningBlame everyone elseOne word answers or responsesRefuse to see behavior as a problemAsk for suggestions-reject all solutionsMake it clear they dont like youRefuse to work with you

Understanding Your Reactions

Acceptance-Dealing w/ Self-DisclosurePersonal InformationNatural for clients to want to get to know you.They may ask your personal questions.How comfortable are you answering personal questions?Are the questions appropriate?

A Word to the WiseCheck to see if your agency has policies about:How much personal information can you disclose?Personal items in work spaceDivulging your last name

The policies are there for a reason:Personal SafetyEstablish client boundaries

Acceptance-Managing Value DifferencesExamples of ValuesHonestyStraightforwardnessSexualityFamily

There is a difference between exposing & imposing your values on a client.

Specific Client IssuesAuthority IssuesClients associate you as Authority FigureOne-Down PositionFinding EqualizersCredentialing: find flaw using your own experience.Normal part of building a relationship.Testing the LimitsAttempt to determine your boundariesWhether and how you enforce agency rules

Personal Safety-of the ProfessionalDuring your InternshipWhat department are you working in?Are you working directly with the public/patients?Are there perceived or real threats?The number and lethality of safety risks incidents on the job has increased for social workers.My Example of Personal Safety: TMMCI worked in the Emergency Room3rd Shift:10pm-6amTuesday -SaturdayNext door to Mental Health Facility: Del AmoThey would send clients over to be medically evaluated before admission.Local Police Departments: DUI suspects for blood draw.Medically clear detainees with health concerns prior to incarceration.Types of Patients Seen: Potential ThreatsHomelessPsychological EvaluationDrug & Alcohol Detox

Personal Safety-Assessing & Minimizing Levels of RiskAssessing:Client Risk Levels Likelihood of being exposed to violence?Is your internship at:Residential setting, Locked facility,In the field of criminal justice Site Risk LevelsLocation and hoursIs the site located in a dangerous neighborhood?Unsafe for unsuspecting guests?Community Risk LevelsType of neighborhoodEx: Dangerous after dark?

Minimizing:Client Risk Levels Perceived threat: Consult with others immediatelySite Risk LevelsConsult trusted community servants regarding conduct in site neighborhoodCommunity Risk LevelsOnly drive during daylight hours

Personal Safety-Facing FearsEmbracing your field experienceBe ProactiveFear=Powerful EmotionExample:Some persons w/ mental illness my exhibit unusual behaviors BUT DangerousFears can be exaggerated because of:PrejudicesStereotypesEX: Watts Power House Church on Grape StreetHow do we deal?AcknowledgeConfrontWho can you talk to:SupervisorCampus InstructorClassmates

The End!