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.

www.directionservice.orgawalsh@directionservice.org

541-686-5060