Positive Resolutions-Angry Clients - RonaldMah

Ronald Mah, M.A., Ph.D.
Licensed Marriage & Family Therapist,
Consultant/Trainer/Author
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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.

SUMMARY OF CONTENT:
Part A - Lecture and Discussion
1) The Professional Personal Relationship
  • Investing in a positive alliance with clientele.

2) Selling the Primary Product- Yourself
  • Underlying Emotional and Psychological issues- Clientele & Staff

3) The Complaint Versus the Psycho/emotional Issues
  • "Ignoring the Facts" to make the connection! - Making the Diagnosis

4) Connection and Validation based on the Diagnosis
  • HOW TO MAKE EMPATHIC CONNECTION

  • THE VALIDATING MESSAGE, Message Part One
  • THE REALITY MESSAGE, Message Part Two

5) Renewing the Contract w/ the Client

6) Staff Defensive Styles that Block Effective Resolution

PART B - Advanced Experiential Training
1) Secrets and Motivation

2) Role Play Work

           The trainer, with input from the program head, will provide role play scripts with psychodynamic descriptions of clients and typical staff-client interactions. Workshop participants role play both staff and client roles in confrontational situations. Participants playing staff roles try to discover their own defensive styles and try to implement theoretical training from Part A in dealing with hostile clients. Participants playing clients experience either the satisfaction or frustration of well handled or poorly handled response from staff. The empathic experience will serve them in subsequent actual interactions with clients. The trainer and the other workshop participants under the trainer's guidance observe and feedback analysis and suggestions for positive resolution.
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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