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2008 NW-AIRS Conference

2008 NW-AIRS Conference. "ENGAGING CHALLENGING CALLERS". “The Angry Caller”. “The Angry Caller”. Presentation: Loud, fast, harsh voice Swearing Exaggeration Threats of physical harm or legal action Gives deadlines for results Intimidating approach/manner Posturing, Pushing, etc.

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2008 NW-AIRS Conference

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  1. 2008 NW-AIRS Conference "ENGAGING CHALLENGING CALLERS"

  2. “The Angry Caller”

  3. “The Angry Caller” Presentation: Loud, fast, harsh voice Swearing Exaggeration Threats of physical harm or legal action Gives deadlines for results Intimidating approach/manner Posturing, Pushing, etc.

  4. “The Angry Caller” Coping Strategies: Denial Blaming Projection Displacement Distortion Regression

  5. “The Angry Caller” Possible Goals: (Conscious or Unconscious) Get results faster by using intimidation Discharge energy/anxiety Righteously punish others Promote being taken seriously Prevent despair – “Go out fighting” Legitimize angry feelings – Raise self esteem - “See, I’m right”

  6. “The Angry Caller” Consequences of Actions: Interactions are not successful Behavior promotes aggressiveness in others Important information is not gathered Needs go unmet Problem remains unresolved

  7. “The Angry Caller” I&A reactions

  8. “The AngryCaller” I&A Reactions

  9. “The Angry Caller” How to Work With an Angry Caller Use a calm, steady tone of voice that shows interest in the caller Don’t become defensive Ask questions that clarify the caller’s problem/need (i.e., “What would need to happen for you to feel you are being helped?”)

  10. “The Angry Caller” How to Work With an Angry Caller As necessary, acknowledge the presence of anger but focus on the content of what the caller is saying and not just the presentation Acknowledge that fear, frustration, loneliness, worry, etc., can produce emotions such as anger Try to establish “points of agreement”

  11. “The Angry Caller” How to Work With an Angry Caller • Use “fogging” – (calm repetition) • Clarify what you will need from the caller • Maintain “reasonable” limits and boundaries

  12. “The Manipulative Caller”(We all manipulate and when we do it well we call it “People Skills”)

  13. “TheManipulativeCaller” Presentation: • Varies but can be more composed than expected • Uses “Yes But” approach • Solutions are always unworkable • Communicates via circular conversations • Quick thinker and has an answer for everything

  14. “The Manipulative Caller” Presentation: • Conveys that no one can comprehend the problem • Name drops and/or says, “The person I spoke to before knew what to do”, etc. • Condescending or placating

  15. “The Manipulative Caller” Coping strategies: • Denial • Distortion • Rationalization • Intellectualization

  16. “The Manipulative Caller” Possible Goals:(Conscious or Unconscious) • Control of the conversation • Using their most comfortable approach (Manipulation) to get their needs met • Gaining approval but only on their terms • De-skill a “professional”

  17. “The Manipulative Caller” Possible Goals:(Conscious or Unconscious) • “Brownie Points” • Vie for power with authority figures • Confirmation of “Specialness” • Disguise the real goal by relating a different presenting problem

  18. “The Manipulative Caller” Possible Goals:(Conscious or Unconscious) • Test everyone to see if they “Care enough/Will remain interested” • See if they can out smart the “Experts”

  19. “The Manipulative Caller” Consequences of Actions: I&A staff: • Can feel defensive, trapped, helpless; become sarcastic, irritated, etc. • “Give up” or “give in” • Become “oppositional”

  20. “The Manipulative Caller” Consequences of Actions: I&A staff: • Can minimize or fail to recognize the caller’s needs • Tend to avoid contact/interaction

  21. “The ManipulativeCaller” I&A Reactions

  22. “TheManipulativeCaller”

  23. “TheManipulativeCaller”

  24. How to Work With a ManipulativeCaller • Emphasize feelings, not content • Don’t be de-skilled by succumbing to counter-transference • Treat them no differently than anyone else, (i.e., be a good listener, be gracious/interested)

  25. How to Work With a ManipulativeCaller • Complete a thorough assessment, don’t assume the problem is small because of the presentation • Don’t overlook the possibility of a crisis, suicidality, violence, etc.

  26. How to Work With a ManipulativeCaller • Don’t respond to the caller’s “Yes but” by becoming “oppositional”. Use the caller’s ideas if they are good. • Emphasize the positive aspects of the caller’s behavior

  27. How to Work With a ManipulativeCaller • Exaggerate “Specialness” (i.e., “This is a really tough problem”, “We’ll need to give this a lot of thought”) • Clarify the caller’s objections (i.e., “What is it about this solution that makes it unworkable for you?”)

  28. How to Work With a Manipulative Caller • Clarify why certain solutions appeal to the caller (i.e., What is it about this solution that makes it feel right for you?”) • Legitimize partial solutions (help the caller let go of thinking in terms of “100%” )

  29. How to Work With a Manipulative Caller • Anticipate objections (i.e., have suggestions or questions ready that will help move you toward greater understanding or engagement).

  30. “TheHystericalCaller”

  31. “TheHysterical Caller” Presentation: • Exaggerated or intense emotions (i.e., tears, anger, anxiety, panic) • Disturbed breathing (i.e., rapid, breathless, etc.)

  32. “The HystericalCaller” Presentation: • Exaggerated voice tone (i.e., loud, pressured, erratic, etc.) • Vague, distorted, exaggerated description of current problem/events

  33. “The Hysterical Caller” Presentation: • Unable to tolerate waiting for an answer, wanting immediate assistance • Inflexible • Doesn’t want to provide answers, wants immediate assistance

  34. “The Hysterical Caller” Coping Strategies: • Regression • Distortion • Somatization • Displacement

  35. “The Hysterical Caller” Possible Goals: (Conscious or Unconscious) • Seeking to raise self-esteem through gaining attention • Seeking someone else to manage/take responsibility for the situation

  36. “The Hysterical Caller” Possible Goals: (Conscious or Unconscious) • Trying to discharge anxiety/fear • Trying to de-skill others • Trying to control others • Trying to get others to see the situation as important and/or imminent

  37. “The Hysterical Caller” Consequences of Actions: • Others avoid interactions • I&A staff find ways to transfer them to someone else as soon as possible • I&A staff can become angry/frustrated

  38. “The Hysterical Caller” Consequences of Actions: • I&A can develop strong counter-transference • I&A staff can stop listening and begin reacting

  39. “The Hysterical Caller” Consequences of Actions: • A complete assessment isn’t completed before a plan of action is developed • Advise and/or solutions are related that are not viable and/or relevant to the problem

  40. “The Hysterical Caller” Consequences of Actions: • Negative or unproductive interactions may occur • I&A staff may feel they need to control the situation and assume full responsibility the outcome

  41. “The Hysterical Caller” I&A Reactions

  42. “The Hysterical Caller” I&A Reactions

  43. “The Hysterical Caller” I&A Reactions

  44. “The Hysterical Caller” I&A Reactions

  45. How to Work With A Hysterical Caller • Use active listening because information may be given in a disjointed, rapid manner • Reframe the caller’s request and/or information • Note which approach, strategies seem effective

  46. How to Work With A Hysterical Caller • Guide the caller toward problem solving and away from emotionally reacting • Practice crisis intervention strategies to help the caller gain calmness and stop reacting emotionally • Be gentle but firm and direct the caller to take deep breaths and slow their speech

  47. How to Work With A Hysterical Caller • Reassure them that you have time to help them and you will help them calm down • Don’t get into a power struggle by immediately challenging their interpretation of the situation. Instead, ask questions or make suggestions that help them gain a different view

  48. How to Work With A Hysterical Caller • Start by helping the caller regain composure not by forcing them to problem solve • Complete a thorough assessment of what is happening and “why now” before determining what interventions are required

  49. “The Depressed Caller”

  50. “TheDepressed Caller” Presentation: • Slow, sometimes weak or “whisper” voice tone • Sad, tearful or crying • Low energy/fatigue • Lack of concentration • Feelings of worthlessness/guilt • Indecisive/ambivalent

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