A presentation at Heritage University @ CBC Week 04 in in Pasco, WA 99301, USA by Jacob Campbell
Week 04: 09/15/21
Content: How Do We Help
Reading: Hepworth et al. (2017) chapters three and four.
Due: A-02: Reading Quiz for chapters three and four is due at 5:30 PM before class via My HeritageLocation: Heritage at CBC
Time: Wednesday’s from 5:30-8:15
Topic and Content Area: How Do We Help
Making a good impression is essential.
[Small Group Activity] Think of a person you would want to meet in history. Ask them to imagine that they have won a competition to meet and interview that person this afternoon for a local TV station. Talk with a partner about the following:
[Whole Class Activity - Discussion] Lead the discussion to get them to recognize they would make an effort with their appearance and their behavior because they wanted to impress the person.
Relate this to making a good impression with clients and colleagues
appearance body language greeting answering a query / helping the customer housekeeping and tidiness
Activity Information: This is a useful exercise to demonstrate to the group the importance of creating a good impression.
Good for: team meetings, customer service training, refresher and review sessions. This exercise works well where people work face to face with customers
Length: This can vary depending on the time you have available, the size of the group, and whether you do this in a full group or in pairs. Suggested running time 15 - 30 minutes.
Customer Service Training Helper (n.d.) Training activity good impressions. Retrieved from https://www.customer-service-training-helper.com/training-activity-good-impressions.html
There are three phases outlined in the text regarding the helping process. This semester we will be going more in-depth through them as the weeks go on. Today is meant to be more of an introduction to the overall process.
Phase I: Exploration, Engagement, Assessment, and Planning Phase II: Implementation and Goal Attainment Phase III: Evaluation and Termination
For every one of us, first impressions matter. The first meeting with a client is important and we should attempt to make it as good as possible.
[Small Group Activity] Share a positive first impression that you had of somebody and how it impacted your relationship with them.
Rapport is one of the most important aspects of the client clinician relationship and is highly related to positive outcomes. This rapport can also be connected to a client’s motivation and willingness to change.
[Partner Group Activity] Talk to a partner about somebody that you have a really strong rapport. Talk about how that relationship is, and how you know that you have a good rapport with them
[Small Group Activity] Turn your partners into groups of four, and discuss how you know that you have a good rapport with that somebody, what it looks like
[Whole Class Activity] Brainstorm writing on the whiteboard potential ways of developing rapport with clients.
Leach (2015) describes some strategies and behaviors that improve client trust, communication, and rapport.
Maintain:
Avoid:
Leach goes on to talk about how we should be and what we should use.
Be:
Use:
Leach, M. J. (2005). Rapport: A key to treatment success. Complementary Therapies in Clinical Practice, 11(4), 262–265. https://doi.org/10.1016/j.ctcp.2005.05.005
[Activity] Watch the video clip from The Office: Who’s Leading the Interview
[Whole Class Activity] Who was leading the interview
This is not what we want to happen in our session.
With this understanding of the importance of both starting the client/worker relationship and developing rapport, the start of the interview is where this begins. Kirst-Ashman and Hull (2015) describe strategies we should be using as we start an interview. These include:
Making sure that we are clear as to what the purpose is
Discuss the way the concept of an interview
Thinking about what the setting is of the interview is also important.
“In it’s highest and purest form, good feng shui signifies perfect alignment between inner and outer worlds.” ~ Lada Ray
(in Chinese thought) a system of laws considered to govern spatial arrangement and orientation in relation to the flow of energy (qi), and whose favorable or unfavorable effects are taken into account when siting and designing buildings.
I’m not going to tell you how to set up your office… I’m not going to tell you, “sit behind a desk!” or “don’t sit behind a desk.”
[Discussion] What do you believe is important to think about when you evaluate your meeting space?
[Discussion] What is important to think about when you are evaluating your meeting space in some other location?
We should be thinking about what we do, why we do it, and how we do it. Reevaluating our practice.
To make a positive impression, we should be prepared prior to the interview.
Once we have determined the purpose, setting, and are prepared… we have to actually start the interview.
Discuss how I generally start my initial contact
This initial interview introduction could be used to present for your role play video (along with some further questions related to an assessment).
[Whole Class Activity] Demonstrate the initial interview process
[Small Group Activity] Working with partners, practice doing this initial part of the interview.
[Whole Class Activity] Have one or two volunteers come and do the initial part as well.
Effective interviews conform to a general structure, share certain properties, and reflect the interviewer’s use of certain basic skills.
When clients indicate that they are ready to discuss their problematic situations, it is appropriate to begin the process of exploring their concerns.
In addition to possessing discrete skills needed to elicit detailed information, social workers must be able to maintain the focus on problems until they have elicited comprehensive information.
Social workers introduce the process of goal negotiation by explaining the rationale for formulating the goals.
Along with rapport, there are other important factors that we need to consider as we think about the clinician goal of Establishing rapport and enhancing motivation.
“Exploration begins by attending to the emotional states and immediate concerns manifested by the client. Gradually, the social worker broadens the exploration to encompass relevant systems (individual, interpersonal, and environmental) and explores the most critical aspects of the problem in depth.” (Hepworth 40)
Formulating a multidimensional assessment of the problem, identifying systems that play a significant role in the difficulties, and identifying relevant resources that can be tapped or must be developed
Social workers end up taking moment by moment assessments of a clients…
Mutually negotiating goals to be accomplished in remedying or alleviating problems and formulating a contract
The text states…
“we do not assume that all clients have within them the solutions to all of their concerns”
[Small Group Activity] Discuss in small groups why you think that the authors chose to specifically not endorse this concept?
Another important aspect of the first phase of the helping process is that of making referrals.
“Linking clients to other resource systems requires careful handling if clients are to follow through in seeking and obtaining essential resources.”
implementation and goal attainment are the second phase of the helping process.
There are a number of goals and tasks that a a clinician must accomplish during the implementation and goal attainment phase. These include…
There are a number of factors that need to be evaluated as a part of the implementation and goal attainment phase. These include
Week four is a continuation of laying the groundwork for this course. It is focused on providing an overview of the helping process. The Hepworth et al. (2017) text formats the helping process into three phases.
During the session, we will be examining an overview of considerations we should have in each of the phases. We will also be looking at how we set the environment with our clients and what the interviewing process looks like. The agenda is: