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Ensuring Program and Client Success

Ensuring Program and Client Success. Combining Case Management and Counseling P.E.Clayton and Associates www.motivation1.com 1-800-383-4913. How do we get motivation?. Motivation takes place with the perception of control. Your mind stops motivation when we use the words:. HAVE TO

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Ensuring Program and Client Success

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  1. Ensuring Program and Client Success Combining Case Management and Counseling P.E.Clayton and Associates www.motivation1.com 1-800-383-4913

  2. How do we get motivation? Motivation takes place with the perception of control.

  3. Your mind stops motivation when we use the words: HAVE TO Gives the perception of non-control

  4. What Thoughts would give a sense of no control • There are no jobs. • You need education. • You have to have skills. • No one would hire me.

  5. Name 10 perceptions that would give the sense of non control.

  6. We are in Sales and Customer Service.

  7. CLIENTS LISTEN TO WIIFM WHAT IS IN IT FOR ME

  8. SELL BENEFITS PEOPLE DO NOT BUY PRODUCTS THEY BUY BENEFITS

  9. WHAT IS THE BENEFIT OF: • LIGHT BULBS • VACUUM CLEANERS • WORK • GOING TO A WORKSHOP • GETTING TRAINING • CHILD CARE

  10. SALESMANSHIP BEGINS WHEN THE CUSTOMER SAYS NO

  11. ASK MORE QUESTIONS OFFER MORE INFORMATION ASK AGAIN FOR THE COMMITMENT

  12. Marketing Your Program

  13. WHAT IS IN THE NAME • Does it sound like a government program? • Does it make sense? • Does it Appeal to the customers?

  14. Always Test Your Theory • Never let your group decide on the brochure. • Test • Send out different letters. • Check results.

  15. Addictions • Not everyone on Welfare is Addicted. • Addictions are not planned. • The Approach to addictions is is different then normal approaches.

  16. The Addicted Customer • Client rejects your help. • You don’t understand my problem. • Client lies. (Fear) • You begin to dislike the client. • You begin to feel used.

  17. Denial • I don’t have a problem • I have a problem but it is not my fault.

  18. Recovery: Client Reaches Bottom • I have a problem and I cannot do it myself. • Someone can help me. • I will follow their instructions.

  19. Twenty Habits of Successful Case Mangers

  20. BEFORE MEETING THE CLIENT

  21. 1. Reconfirm your appointment the day before the meeting. • Give a call • Send a postcard about the appointment

  22. 2. How do I feel about the client? My attitude shows. • Do I like the client? • Do I have any bad feelings about the client? • If I do can I exchange the client with another worker?

  23. 3. Establish how much time you have available for the session. When the client comes in the session always stand and greet the client. Give a warm handshake. Let them know how much time you have.

  24. 4. Explain what your job and office does and doesn't do. • Let them know what you can do. • What you can not do.

  25. 5. Talk about excuses that others use. • Casually mention parables about other clients and how they have made excuses • How you have seen them get caught in their problems.

  26. 6. Ask how long the person has been in this situation. • Trouble shooting find out how long this problem has been going on in the persons life. • Have they had this problem before. • Be neutral in your questions.

  27. 7. Ask why the person thinks that he/she has not been able to get out of the situation. • Check out what the person thinks is their problem. • You are looking for their irrational thoughts

  28. 8. Neutralize the problem: "Many people have been in this situation; it is normal." • Remember good mental health happens when the person know that they are no different then others.

  29. 9. Give hope: "Many people have overcome this problem, we can help you but there will be many things that you will have to do." • Hope gives people a sense of control. • Hope gives them a future from their problem

  30. 10. Give a guarantee: "We guarantee that if you do everything we suggest you will get what you want." • People need a sense that they are in secure hands. • Sell them on the idea of the recipe of finding a job.

  31. 11. Establish in your mind if this person sees any connection between their problem and themselves. • Does this person blame the world, their family or their problem. • Does this person have a senseof hope.

  32. 12. Challenge the client's excuses. • Remember for every excuse that is in front of you there is a person with the same problems and they are working.

  33. 13. Close down if the client places "yes buts" in the way of your suggestions. "I really want to help you, but this is all I have for solutions." • How can I help you. • Reverse roles with the person.

  34. 14. Assign homework. • Reading, listening to attitude tapes. • Shaking hands with new people. • Watching how successful people work from observation at a shopping center, etc. • Read biographies of successful persons; how they struggled before they obtained anything. • No Pain, No Gain.

  35. CHECKLIST FOR COUNSELORS AFTER MEETING CLIENT

  36. 1. How do I feel about the client now? • If I am upset? • Can I forgive them for not being perfect? • Will I take the client home in my head and give them rent free living? • Remember the client created the problem, the problem can make the client stronger in life's lessons.

  37. 2. Was I successful in getting the client to: • What were the positive outcome of the meeting? • What did the client get about the session?

  38. A. understand s/he is involved with the problem? • How much did the client take responsibility for their problem?

  39. B. understand s/he is not alone in the problem? • Was I able to give a sense that the person is not alone in their problem? • Does the client understand that others with similar problems are successful?

  40. C. understand that there is hope that the problem can be worked out? • Does the client see that there is a light at the end of the tunnel?

  41. 3. If anything went wrong, what was it, and how did it happen? • What can I do next time to change it? • Remember they may be better at changing us then we are at changing them.

  42. 4. Was I compassionate or did I commiserate? • Did I train the client to rely on me or to believe in me? • What can I do the next time?

  43. 5. Would I do this session the same way again? • What would I do differently?

  44. 6. Congratulate yourself for a good job or congratulate yourself for being wiser because you learned a great lesson. Forgive yourself for not being perfect.

  45. 7. Say the serenity Prayer-God grant me the serenity to accept the clients that I cannot change, change the ones I can and the wisdom to know the difference.

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