what makes ncgcare different? - fairfax county...- harry lorayne cswe core competency #2...
TRANSCRIPT
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Attitude is the Father of the Action
“Success as a therapist is not found in
doing something for the client, but rather
in being someone for the client.” - Ili Rivera Walter
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Who are you going to BE?
“When you meet people, show real appreciation, then genuine curiosity.”– Martha Beck
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Respectful Curiosity: The “Heart” of Engagement
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What we’re covering today
• Roadblocks to engagement
• Respectful curiosity as a guiding attitude and skill in the engagement process
• Intentional and deliberate curiosity questions
• Responding to disengagement
• Bigger picture
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Why Can’t We Connect?
Roadblocks to Effective Engagement
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What gets in the way? Issues and Roadblocks
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The “Lenses” We Look ThroughAssumptions, Biases, Projections
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Negative Emphasis/Deficit-Based
• Problem-focused historically. “People need to be fixed.”
– Isn’t that our job?
• The Fixer
– Solution focus as a rationalization• We all want to be right
• Manager vs. Coach/Leader
• Prevents interpersonal harmony
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Strengths-Based vs Deficit-Based
Strengths-Based Concepts
• Engage
• Persistent
• Celebrate (successes)
• Empower
• Process-focused
• Dynamic
• Unique
• People’s context is primary
Deficit-Based Concepts
• Intervene
• Resistant
• Punish (non-compliance)
• Control
• Behavior-focused
• Static
• Deviant
• Professional’s context is primary
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It’s not what you say, it’s how you say it… or don’t.
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Where Communication Can Go Wrong
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Where communication can go wrong
Words the Speaker SaysWords the Listener
Hears
What the Speaker MeansWhat the Listener Thinks
the Speaker Means
Communication
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Final result?
Resistance
Withdrawal
Increased Stress
Noncompliance
Impatience
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Respectful Curiosity and the Engagement Process
Another way…
Curiosity killed the cat, but where human
beings are concerned, the only thing a
healthy curiosity can kill is ignorance. - Harry Lorayne
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CSWE Core Competency #2
Engage Diversity and Difference in Practice
Social Workers:
• apply and communicate understanding of the importance of diversity and difference in shaping life experiences in practice at the micro, mezzo, and macro levels;
• present themselves as learners and engage clients and constituencies as experts of their own experiences; and
• apply self-awareness and self-regulation to manage the influence of personal biases and values in working with diverse clients and constituencies.
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CSWE Core Competency #6
Engage with Individuals, Families, Groups, Organizations and Communities
Social Workers:
• apply knowledge of human behavior and the social environment, person-in-environment, and other multidisciplinary theoretical frameworks to engage with clients and constituencies; and
• use empathy, reflection, and interpersonal skills to effectively engage diverse clients and constituencies.
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Engagement: The First Process
• The process of establishing a mutually trusting and respectful relationship.
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The Importance of Engagement (and how to do it…)
This is a strengths-based exploratory process, so…first, be Intentional and Deliberate!
• Stance of informed, respectful curiosity
• Ask different questions
• Ask questions differently
S-BEP
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Engagement: Before First Meeting
• Engagement starts before you meet your client
• Attitude, philosophy, frame of reference
• Your goals (4 principles)
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4 Principles: RULE
• Resist
• Uncover and Understand
• Listen carefully, with empathy
• Empower/Encourage hope and optimism
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Engagement: Setting the Tone
• Goals of the first few minutes
• Example: Find the “respectful curiosity”
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Engagement: Setting an Agenda
• Whose agenda is it?
• Can you be explicit in your client’s priorities by being respectfully curious?
– “What brings you in today?”
– “What’s on your mind?”
– “What would you like to talk about today?”
– “How can I help you?”
– “How would you like to begin?”
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Respectful Curiosity: Stories and Challenges
Ask questions that invite people to share their stories and enable them to clarify the challenges:
• What’s happening? How do you feel about this? How long has this been a concern for you? How is it affecting you and others…? Help me to understand…What has worked? What hasn’t worked…?
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Respectful Curiosity:Picture of the Future
Ask questions that help people explore their aspirations, dreams, interests and goals:
• What do you want to be happening instead? What will it look like when this challenge is addressed…”
• The “Miracle Question”
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Respectful Curiosity: Strengths and Exceptions
Ask questions that help people explore their strengths and the exceptions to the challenge:
• What strengths/resources do you have that might be helpful to you? What do you do well?
• What is happening when the challenge is not present?
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Respectful Curiosity: Other Resources
Ask questions that help the person identify resources that might help them reach their goals:
• Who else might be able to help? What other skills and resources might be helpful?
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Respectful Curiosity: Plans and Next Steps
Ask questions that enable people to specify concrete steps toward their goals:
• What steps can be taken given your picture of the future, strengths and resources? Who will do what? How? By When?
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Engagement: Traps to Avoid
• The “righting reflex”
• Asking too many questions
• “Counselor advocacy responses”
• Roadblocks to effective listening
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Recognizing Disengagement and Discord
• Signals and Signs to watch for in our clients
• How do we respond?
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Anyone thinking…?
• “I do this already.”
• “I can’t do this…it’s “soft” and I need to be tough on these people.”
• “This approach lets people “off the hook” and removes responsibility.”
• “They’re just flat wrong…too much is riding on this decision. I have to win.”
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Now, more than ever, why this matters…
A need for strengths and hope
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Civility Lost
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TIC and Cultural Humility:What lens are you looking through?
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“To be culturally competent doesn’t mean you are an authority in the values and beliefs of every culture. What it means is that you hold a deep respect for cultural differences and are eager to learn, and willing to accept, that there are many ways of viewing the world.”
- Okokon O. Udo
Is it possible to know everything?
NASW-VA 2016
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Hope
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National Counseling Group:an ncgCARE Partner
We are committed to improving lives through a service model that we
proudly call CARE. CARE allows individuals, parents, families, and
professionals to achieve their goals and experience long-lasting and
meaningful results. We promise to provide CARE through...
• Active communication
• Timely access
• Individualized care
• Dependable results
• Unwavering integrity