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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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Page 1: Internship Seminar Presentation

CHAPTER 7:GETTING TO KNOW THE CLIENTS:

A CHAPTER OF SPECIAL RELEVANCE TO HELPING & SERVICE PROFESSIONALS

Tara Lee BurkeHEA 497-Internship SeminarMarch, 15, 2016

Page 2: Internship Seminar Presentation

RECOGNIZING THE TRAPS: ASSUMPTIONS & STEREOTYPES•Uncovering the Roots•Where do stereotypes come from?•Media:

• Television• Movies• Books

•Engaging Your Stereotypes: Getting beyond the Traps• Physical Appearance (Tweed Jacket vs. Harley Davidson Vest)• Behavior (Unusual, bizarre, history of violent acts)•Rethinking Client Success•What does it mean to you?• Help the client EMPOWER themselves through: attitudes, skills, values, and knowledge

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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 Banker• Lives in Manhattan Beach• California Lutheran University• Degrees: • Major: Economics• Minor: Business• Great Friend • Husband: Married 45 years• Father: 3 Boys• Grandfather: 3 Girls, 2 Boys

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ACCEPTANCE – THE FIRST STEP Being Accepted by Clients•Tuning into the Clients’ World Think about the situation from their perspective.

Attempt to understand how their experiences have shaped the WAY they see the world.

• Meeting w/ Resistance• Many frustrating and stressful

experiences.• May be first time they are not able

to meet their own needs.• Distrustful of healthcare industry.

•Clients’ Cultural Profiles• Everyone has their own unique profile• Look for strengths and weaknesses•Putting Client Behavior in Context• Understanding why they behave the way they do.• Hidden agendas.•Seeking Common Ground• Not giving advice or telling them what to do.• Saying you know how your clients feel can be alienating.• Common ground ≠ Common Experience

Cultural Competence:

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ACCEPTANCE – LEARNING TO ACCEPT CLIENTS

Working w/Troubling Behaviors

Cultural Competence: Knowing Your Identities

•What kind of feelings do clients evoke in you?

Mistrust

Prejudice

Sorrow

• Lie to you•Manipulate: what they want but cant have• Never Satisfied: with what you have to give-always need more• Verbally abusive • Physically threatening• Blame everyone else•One word answers or responses• Refuse to see behavior as a problem• Ask for suggestions-reject all solutions•Make it clear they don’t like you• Refuse to work with you

Understanding Your Reactions

Page 6: Internship Seminar Presentation

ACCEPTANCE-DEALING W/ SELF-DISCLOSURE Personal Information•Natural 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 Wise•Check to see if your agency has policies about:• How much personal information can you disclose?• Personal items in work space• Divulging your last name

The policies are there for a reason: Personal Safety Establish client boundaries

Page 7: Internship Seminar Presentation

ACCEPTANCE-MANAGING VALUE DIFFERENCESExamples of Values•Honesty•Straightforwardness•Sexuality•Family

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

Specific Client Issues•Authority Issues• Clients associate you as “Authority Figure”• “One-Down” Position•Finding Equalizers• Credentialing: find flaw using your own experience.• Normal part of building a relationship.•Testing the Limits• Attempt to determine your boundaries•Whether and how you enforce agency rules

Page 8: Internship Seminar Presentation

PERSONAL SAFETY-OF THE PROFESSIONAL During your Internship•What 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: TMMC

I worked in the Emergency Room 3rd Shift:10pm-6am Tuesday -Saturday Next door to Mental Health Facility: Del Amo

They 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 Threats

Homeless Psychological Evaluation Drug & Alcohol Detox

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PERSONAL SAFETY-ASSESSING & MINIMIZING LEVELS OF RISK Assessing:•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 Levels• Location and hours• Is the site located in a dangerous

neighborhood?• Unsafe for unsuspecting guests?

•Community Risk Levels• Type of neighborhood• Ex: Dangerous after dark?

Minimizing:•Client Risk Levels • Perceived threat: Consult with others immediately

•Site Risk Levels• Consult trusted community servants regarding conduct in site neighborhood

•Community Risk Levels Only drive during daylight hours

Page 10: Internship Seminar Presentation

PERSONAL SAFETY-FACING FEARS Embracing your field

experience•Be Proactive•Fear=Powerful Emotion•Example:• Some persons w/ mental illness my exhibit unusual behaviors • BUT ≠ Dangerous• Fears can be exaggerated because of:• Prejudices• StereotypesEX: Watts Power House Church on Grape Street

How do we deal?•Acknowledge•Confront•Who can you talk to:• Supervisor• Campus Instructor• Classmates

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THE END!

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