MA MAIN INTAIN ININ ING G HE HEALTHY HY Commonwealth Corps Training PR PROFE FESSIO SSIONA NAL November 2018 RE RELATIONSHIPS
AGENDA • Welcome & Introductions • Professional Boundaries in Interpersonal Relationships • Lunch • Conflict Resolution & Communication • Closing & Evaluations
INTRODUCTIONS ¡ Name ¡ Host Site ¡ City/Region ¡ Favorite holiday tradition
THE CONTINUUM OF PROFESSIONAL BEHAVIOR Zo Zone ne of Hel elpfulnes ness: The center of the professional behavior continuum; where the majority of client/team interactions should occur for effectiveness and safety. Ov Over-In Involvement: Includes boundary crossings/violations. Un Under-In Involvement: Includes distancing, disinterest and neglect, which can be detrimental. Source: “Maintaining Professional Boundaries in Interpersonal Work” by CASA of Santa Cruz County
WHAT ARE PROFESSIONAL BOUNDARIES?
PROFESSIONAL BOUNDARIES ¡ Clearly established limits that allow for safe connections between service members/providers and their clients, students, community members, etc. ¡ “ Be Being with ” the client, not becoming the client ¡ Being fr friendly , not friends ¡ The ability to know where you end and the client begins ¡ A clear understanding of the limits and responsibilities your of your role as a service member and service provider Source: “Maintaining Professional Boundaries in Interpersonal Work” by CASA of Santa Cruz County
WHY ARE BOUNDARIES IMPORTANT?
THE IMPORTANCE OF BOUNDARIES ¡ Role modeling healthy communication and professional relationships to clients and team members ¡ Avoiding the “rescuer” role ¡ Staying focused on one’s responsibilities to the client and the provision of helpful and appropriate services to client ¡ Avoiding burn-out/compassion fatigue ¡ Maintaining a healthy, open, communicating and functioning team ¡ Maintaining one’s physical and emotional safety Source: “Maintaining Professional Boundaries in Interpersonal Work” by CASA of Santa Cruz County
WHAT ARE THE CONSEQUENCES OF HAVING LOOSE/POOR BOUNDARIES?
CONSEQUENCES OF HAVING LOOSE/POOR BOUNDARIES ¡ Compassion Fatigue – your role may not feel sustainable ¡ Potential for “splitting” on teams ¡ Client may not be given appropriate or helpful services, which could affect their willingness to accept future services ¡ Client may feel betrayed, abandoned and/or poorly served ¡ Service provider may act unethically ¡ The reputation of the agency, program, and/or profession may be compromised ¡ Risk of emotional trauma or physical danger Source: “Maintaining Professional Boundaries in Interpersonal Work” by CASA of Santa Cruz County
WHY IS IT DIFFICULT TO ESTABLISH AND MAINTAIN PROFESSIONAL BOUNDARIES?
WHY IT’S DIFFICULT TO ESTABLISH AND MAINTAIN PROFESSIONAL BOUNDARIES ¡ Dual Relationships – The service provider (SP) and client know each other on a personal context in another setting. ¡ Values Conflicts – The client’s choices, history, feelings, lifestyle and/or life circumstances conflict with the SP’s values and/or knowledge about best practices. ¡ Vicarious Trauma – The SP experiences trauma symptoms from hearing about the clients experiences. ¡ Playing the “hero” role– The SP feels the need to save a client. ¡ Poor Teamwork – The SP does not trust that other team members are fulfilling their responsibilities, believes she/he/they can provide their services better, and/or believes that the client works best only with her/him/them. Source: “Maintaining Professional Boundaries in Interpersonal Work” by CASA of Santa Cruz County
SIGNS THAT BOUNDARY ISSUES MAY BE PRESENT ¡ Client and service provider begin ¡ Service provider is unable to referring to each other as friends sleep due to anxiety related to the client’s situation ¡ Service provider receives gifts from or gives gifts to client ¡ Discussion regarding work/clients dominates service ¡ Client has or is asking for provider’s social interactions provider’s personal phone with fiends and family number or other significant personal information ¡ Service provider offers to provide assistance to client outside of ¡ Client asks/expects service his/her/their role (babysitting, provider to socialize with them transportation, etc.) outside of professional setting ¡ Service provider finds ¡ Service provider reveals themselves venting with client excessive personal information about other providers on team to client Source: “Maintaining Professional Boundaries in Interpersonal Work” by CASA of Santa Cruz County
PAIR & SHARE ¡ Find a partner and discuss: § A time when a boundary issue was present between yourself and a client, team member, volunteer, etc. AND how the situation was handled/improved OR § A time when you set a clear boundary to prevent a potential issue, what boundary violation you were trying to avoid, how you set the boundary, and if/how the boundary setting worked.
TECHNIQUES FOR CREATING HEALTHY PROFESSIONAL BOUNDARIES ¡ Establish clear agreements ¡ Address the issue(s) early ¡ Clarify your role and boundaries (as often as necessary) ¡ Use your supervisor, team members, mental health professional as a sounding board ¡ Empathy vs. Sympathy ¡ Self-disclosure – Ensure that personal information you share is related to client’s goals ¡ Dual Relationships – Use your professional judgment when interacting with clients in social settings (considering confidentiality, physical/emotional security, power, etc.) ¡ Promote and role model positive, open communication and respectful sharing of information ¡ Ta Take care of yourself! Source: “Maintaining Professional Boundaries in Interpersonal Work” by CASA of Santa Cruz County
SCENARIOS
MAINTAINING BOUNDARIES WITH TEAM MEMBERS AND VOLUNTEERS ¡ Prioritize your values. § Recognize that these may differ from the values of your team or agency – and that’s okay! ¡ Communicate early and clearly. ¡ Bring up a boundary or violation right away. ¡ Focus on concrete explanations. ¡ Create structure. ¡ Prepare for boundary breaches.
SOURCES OF CONFLICT
SOURCES OF CONFLICT ¡ Incompatible goals ¡ Differentiation (values, beliefs, experiences, etc.) ¡ Scarce resources ¡ Interdependence ¡ Ambiguous rules ¡ Communication problems Source: “When Conflicts Arise: Effective Techniques to Deal with Challenging Volunteer Situations” facilitated by Claudia Lach
CONFLICT IN ONE WORD
DISCUSSION 1. What does the word you chose say about how you perceive conflict? 2. What are some negative consequences of conflict? 3. What are some positive out comes of conflict?
PREFERRED STYLE ¡ Where do you fall? Av Avoid Ad Address
CONFLICT RESOLUTION STYLES X Collaborate X Compete “Our Way” “My Way” Win/Win Win/Lose X Compromise “Mid-Way” Substance Half win/half lose X Avoid X Accommodate “No Way” “Your Way” Lose/Lose Lose/Win Relationship Source: “When Conflicts Arise: Effective Techniques to Deal with Challenging Volunteer Situations” facilitated by Claudia Lach
THE STEPS OF NEGOTIATION 1. Separate the conflict from the person. 2. Describe the conflict as a mutual problem 3. Offer to negotiate differences 4. Brainstorm alternative solutions 5. Evaluate the brainstormed solutions 6. Decide on the best solution 7. Plan how the solution/s will be implemented 8. Evaluate
5 MINUTE BREAK
EFFECTIVE COMMUNICATION ¡ Active Listening ¡ Empathy ¡ Open-Mindedness ¡ Nonverbal Communication ¡ Respect ¡ Clarity and Concision ¡ Feedback ¡ Friendliness ¡ Picking the Right Medium ¡ Confidence
STYLES OF COMMUNICATION Passive Pa Assertive As Ag Aggressive § Quit tone § Audible tone § Loud tone § Questioning inflection § Firm, declarative § Threatening, mocking and/or § Downcast, shifting or inflection intimidating inflection averted eyes § Steady eye contact § Intrusive eye contact and/or § Weak body language § Confident body language physical presence (Shoulders slumped, (Shoulders square, head § Menacing body language head down, taking up up, taking up appropriate (Arms raised, finger wagging minimal space, space, strong posture) and/or fist shaking, retreating or defeated stomping feet, taking up posture) excessive space, advancing or attacking posture)
PRACTICING EFFECTIVE COMMUNICATION
THE FOUR PARTS MODEL ¡ Observations – Description of what is seen or heard without added interpretations or assumptions. § Example: ”When two supervisors ask me to do two different tasks at the same time.” ¡ Feelings – Our emotions rather than our story or thoughts about what others are doing. § Example: “I feel overwhelmed and confused.” ¡ Needs – Feelings are caused by needs, which are universal and not dependent on the actions as the cause. § Example: “I feel overwhelmed because I need clarity and support.” ¡ Requests – Doable and stated in positive action language (what you want instead of what you don’t want) § Example: “Would you be willing to meet with me for an hour next week?”
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