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CHALLENGING CLIENTS Texas Veterans Commission Fall Conference 2009

CHALLENGING CLIENTS Texas Veterans Commission Fall Conference 2009. OVERVIEW. Challenging Clients Physically Mentally Emotionally Recommendations. CHALLENGING CLIENTS PHYSICALLY . Wheelchair Blind Deaf On Oxygen No Voice box Broken or Unable to speak English.

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CHALLENGING CLIENTS Texas Veterans Commission Fall Conference 2009

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  1. CHALLENGING CLIENTS Texas Veterans Commission Fall Conference 2009

  2. OVERVIEW • Challenging Clients • Physically • Mentally • Emotionally • Recommendations

  3. CHALLENGING CLIENTS PHYSICALLY • Wheelchair • Blind • Deaf • On Oxygen • No Voice box • Broken or Unable to speak English

  4. CHALLENGING CLIENTS MENTALLY • Alzheimer's • Stroke / Aneurism • Traumatic Brain Injury (TBI) • Post Traumatic Stress Disorder (PTSD)

  5. Troubled Upset Disturbed Irritated Annoyed Frustrated Exasperated Infuriated Angry Livid Fuming Mad Enraged Furious CHALLENGING CLIENTS EMOTIONALLY Basically “TEED-OFF” This is Okay, However,If they are threatening or violent GET HELP immediately.Know what to do BEFORE you need help.

  6. CHALLENGING CLIENTS SUGGESTIONS Don’t meet fire with fire Their Turn – Let them talk • They Talk • You: • Look (Don’t Write) • Listen (Don’t ask questions, yet) • Feel (605 muscles in body, 44 in face)

  7. CHALLENGING CLIENTS SUGGESTIONS (CONT.) • Your Turn • Verify Key Points (now take notes) • Short questions for additional information • Review paperwork if available • Advise them to do what they want to hear (Within reason) • Don’t tell lengthy stories • Most importantly, show genuine concern

  8. CHALLENGING CLIENTS SUGGESTIONS (CONT.) • Work on their behalf • Call TVC Counselor • Call VARO • Complete SF-180 • Add them to your data base • If issues with medical; assist in completing a “Speak With the Director” • As a last resort, provide contact information to local elected official (Representative / Senator)

  9. Make a plan Don’t make promises NEVER answer the phone with a client in the office! (Especially cell phone) Do something, even if it may fail Be honest, but positive Give them your contact (card) information Don’t get distracted CHALLENGING CLIENTS SUGGESTIONS (CONT.)

  10. REVIEW • Challenging Clients • Physically • Mentally • Emotionally • Recommendations

  11. QUESTIONS

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