Meeting the Challenge of Challenging Customers Mary Jadwisiak (360) 687-7954 [email protected].
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Transcript of Meeting the Challenge of Challenging Customers Mary Jadwisiak (360) 687-7954 [email protected].
Acknowledgments
Judy Cantor, MSW, MHP, GMHS Columbia River Mental Health Services
University of Illinois at Chicago Center on Mental Health Services Research
& Policy Lisa A. Razzano, Ph.D. & Carol A. Peterson,
M.Ed
Outline
Customer Engagement Behavior vs. symptom management Self Determination
Whose Problem Is It? Self care & Burn out
Getting the Right Help at the Right Time Positive team members
Signs There Might Be Problem
Missed appointments with you or employersLots of reasons why nothing will workLoss of enthusiasmConstantly changing direction Others?
Is This a Behavior or a Symptom?
How do you know when the behavior is caused by the illness?
ASK
Directly and honestly
Really? Ask?
You can’t provide appropriate services until you have all the information you need to: make the proper placement provide the necessary
accommodations
Dealing directly and respectfully with the issues signals you’re hopeful and approachable.
Sample Questions
How do you learn?What helps you to learn and remember new information or a new task?Does being around people bother you?What helps you cope with your symptoms? Headphones, talking to others, walking,
etc.
Common Medicine Side Effects
Blurred VisionDry mouthDiarrheaRestlessnessDifficulty getting up in the morningHand Tremors
Flat Affect (no expression)Nervous, constant movementSensitive to the sunFatigue
Things You Don’t Expect
Learned DependenceMixed signals from the professionals in their life (The Jerry Springer Syndrome)Fear of Recovery Loss of identity Personal responsibility Loss of benefits
Get More Information
Get basic information on various mental illnesses. National Alliance for the Mentally Ill
www.nami.org Google it.
But remember “A little learning is a dangerous thing!” You’re not a mental health professional and you don’t play one on TV!
Self Determination
It’s not my plan, if I didn’t write it.It’s not my plan, if I can’t change it.It’s not my plan, if I have to be talked into it.It’s not my plan, if I don’t like it.
Self Determination- A Brave New World
Contrary to what the doctors told them
Contrary to the expectations of those around them
Self Stigma
Things I learned upon diagnosis
You’ll never get well
You’ll never work again
You’ll have to quit school
You’ll take medicine the rest of your life
Avoid all stressful activity
Don’t expect any meaningful relationships
Not Just A Job
An entirely new personal identifyFacing a future they never thought possibleAll new habits and routinesAll new fears
Is it any wonder we have a few false starts?
The Emotional Experience for People Who Provide Care to Challenging Customers
You may feel:OverwhelmedDread at continuing to provide careAnger at co-workers, customers or supervisor
You may also feelDepressionConfusion at the need to provide carePreoccupation with the client
BURNOUT
Effects of Burnout on the Team
Staff splitting “cracks” in a team can showBending or breaking “tried and true rules” or policiesNeglect of one individual
Overly focused on one customer to the exclusion of others’ needsAbuse of one individualStrong desire to discharge or transfer individual
Maybe It’s Time to Take a Break
When your work begins to lose its appeal, it’s time for
a change or to have your duties changed.
What Should I Do?
Go to a class on Burnout prevention & recovery.Until then – check out these platitudes:Look at what’s negotiable Prioritize and delegate
Think positively Laugh – choose how you respond
More Platitudes
Monitor your stress level What is your body telling you? Are you self medicating?
Develop a strong support system, not a griping system.Life Long Learning What is your overall goal in life? Get
at it!
Still More Platitudes
Find ways to decompressPace yourself for the long runMaintain a healthy work/life balanceLearn to become unavailable for short periods of time.It’s OK to say “No”,
When All Else Fails:
Go back to the plan. Is it still their plan? Review it with the customer Confirm their agreement and
direction
Does the plan need revising? If it’s working, it need revising. If it isn’t working, it need revising
Who’s On the Team?
Is there a team?Does the client like team members?Are the team members still relevant?Why are they there? Whose idea was it that they join?Are there natural supports?
Maybe It’s Time to Call in the Calvary
There usually isn’t oneExperts are good, if you can Find one Afford one Actually implement their
recommendations
Find the Real Experts
Trust the customer to lead you
Trust yourself and your team mates
Trust your local resources
Trust your ability to take risks