Meeting the Challenge of Challenging Customers

Mary Jadwisiak(360) 687-7954mjadwisiak@msn.com

Acknowledgments

Judy Cantor, MSW, MHP, GMHS Columbia River Mental Health Services

University of Illinois at Chicago Center on Mental Health Services Research

& Policy Lisa A. Razzano, Ph.D. & Carol A. Peterson,

M.Ed

Outline

Customer Engagement Behavior vs. symptom management Self Determination

Whose Problem Is It? Self care & Burn out

Getting the Right Help at the Right Time Positive team members

Part One

Customer Engagement

Signs There Might Be Problem

Missed appointments with you or employersLots of reasons why nothing will workLoss of enthusiasmConstantly changing direction Others?

Is This a Behavior or a Symptom?

How do you know when the behavior is caused by the illness?

ASK

Directly and honestly

Really? Ask?

You can’t provide appropriate services until you have all the information you need to: make the proper placement provide the necessary

accommodations

Dealing directly and respectfully with the issues signals you’re hopeful and approachable.

Sample Questions

How do you learn?What helps you to learn and remember new information or a new task?Does being around people bother you?What helps you cope with your symptoms? Headphones, talking to others, walking,

etc.

Common Medicine Side Effects

Blurred VisionDry mouthDiarrheaRestlessnessDifficulty getting up in the morningHand Tremors

Flat Affect (no expression)Nervous, constant movementSensitive to the sunFatigue

Things You Don’t Expect

Learned DependenceMixed signals from the professionals in their life (The Jerry Springer Syndrome)Fear of Recovery Loss of identity Personal responsibility Loss of benefits

Get More Information

Get basic information on various mental illnesses. National Alliance for the Mentally Ill

www.nami.org Google it.

But remember “A little learning is a dangerous thing!” You’re not a mental health professional and you don’t play one on TV!

Self Determination

It’s not my plan, if I didn’t write it.It’s not my plan, if I can’t change it.It’s not my plan, if I have to be talked into it.It’s not my plan, if I don’t like it.

Self Determination- A Brave New World

Contrary to what the doctors told them

Contrary to the expectations of those around them

Self Stigma

Things I learned upon diagnosis

You’ll never get well

You’ll never work again

You’ll have to quit school

You’ll take medicine the rest of your life

Avoid all stressful activity

Don’t expect any meaningful relationships

How That Made Made Me Feel

Like *@#!

Hopeless

Ashamed

Alone

Sad

Depressed

Worthless

Discouraged

Not Just A Job

An entirely new personal identifyFacing a future they never thought possibleAll new habits and routinesAll new fears

Is it any wonder we have a few false starts?

Part Two

Whose Problem Is It?

The Emotional Experience for People Who Provide Care to Challenging Customers

You may feel:OverwhelmedDread at continuing to provide careAnger at co-workers, customers or supervisor

You may also feelDepressionConfusion at the need to provide carePreoccupation with the client

BURNOUT

Effects of Burnout on the Team

Staff splitting “cracks” in a team can showBending or breaking “tried and true rules” or policiesNeglect of one individual

Overly focused on one customer to the exclusion of others’ needsAbuse of one individualStrong desire to discharge or transfer individual

Maybe It’s Time to Take a Break

When your work begins to lose its appeal, it’s time for

a change or to have your duties changed.

What Should I Do?

Go to a class on Burnout prevention & recovery.Until then – check out these platitudes:Look at what’s negotiable Prioritize and delegate

Think positively Laugh – choose how you respond

More Platitudes

Monitor your stress level What is your body telling you? Are you self medicating?

Develop a strong support system, not a griping system.Life Long Learning What is your overall goal in life? Get

at it!

Still More Platitudes

Find ways to decompressPace yourself for the long runMaintain a healthy work/life balanceLearn to become unavailable for short periods of time.It’s OK to say “No”,

Last One

L.E.A.R.N.ToMaintainA Healthy Work-LifeBalance

LaughExerciseAttitudeRelaxNutrition

Part Three

Getting the Right Help at the Right Time

When All Else Fails:

Go back to the plan. Is it still their plan? Review it with the customer Confirm their agreement and

direction

Does the plan need revising? If it’s working, it need revising. If it isn’t working, it need revising

Who’s On the Team?

Is there a team?Does the client like team members?Are the team members still relevant?Why are they there? Whose idea was it that they join?Are there natural supports?

Maybe It’s Time to Call in the Calvary

There usually isn’t oneExperts are good, if you can Find one Afford one Actually implement their

recommendations

Find the Real Experts

Trust the customer to lead you

Trust yourself and your team mates

Trust your local resources

Trust your ability to take risks

What Else Is There?

PatiencePersistence

HopeCommitment

And, of course, the class on burn-out prevention!