Positive Resolutions-Angry Clients - RonaldMah

Ronald Mah, M.A., Ph.D.
Licensed Marriage & Family Therapist,
Consultant/Trainer/Author
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Workshops-Consulting > Adults


Positive Resolutions with Hostile, Angry, and Unhappy Clientele

FORMAT:
Lecture, Discussion, and Experiential Work- Participants are encouraged to make the workshop more relevant to their concerns by asking questions.

DESCRIPTION:
Focus is on understanding and addressing the underlying emotional and psychological issues of clientele with issues with your establishment or program; and how staff can best meet their needs through this awareness combined with appropriate technique, without compromising their integrity and needs, or management policies.

1) Child & adult correlation

2) The Professional Personal Relationship- Investing in a positive alliance with the parent.  
Connection, Rapport, Integrity, Honesty, Competence, Knowledge, Experience, Availability,
A Personal Relationship, Professionalism, Confidence.
Integrate learning, avoid self-sabotage, apply more adaptive responses, deepen self-awareness

3) What's going on in the other person.
1ST STEP:    PSYCHO/EMOTIONAL DIAGNOSIS/EVALUATION--  The FACTS don’t count!!

 WHAT IS THE ADULT FEELING/EXPERIENCING IN THE SITUATION?

 2ND STEP:  PSYCHO/EMOTIONAL CONNECTION/VALIDATION—The person’s perspective & needs.

 HOW TO CONNECT AND VALIDATE:
GESTURE/VISUAL EXPRESSION - VOICE TONE - TOUCH
THE VALIDATING MESSAGE, Message Part One

 3RD STEP: THE REALITY MESSAGE, Message Part Two

RENEW THE COMMUNICATION CONTRACT

THE 4 E's FOR DIFFICULT PROFESSIONAL-CLIENT CONVERSATIONS

SELF-SABOTAGE or HOW ONE KEEPS HIM/HERSELF FROM IMPLEMENTING THE KNOWLEDGE
Typical Defensive Styles in response to being attacked:
1) Attack back
2) Defensiveness
3) Placating or Appeasement
4) Disassociating
5) Distracting
6) Running Away
7) Taking the High Ground Intellectually or Morally

Recognizing your own defensive style – Initiating the Validation Process



ADDRESS:
433 Estudillo Ave., #305
San Leandro, CA 94577-4915
Ronald Mah, M.A., Ph.D.
Licensed Marriage & Family Therapist, MFT32136
CONTACT INFORMATION:
phone: (510) 614-5641
fax: (510) 889-6553
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