peer to-peer training

Peer- to-Peer Training.

Working with Challenging

(Consumers).

Laying the ground work.

By David Vershaw II

Peer- to-Peer Training. Working with Challenging

(Consumers).


Diagnostic

At the very beginning at the Diagnostic get the consumer buy in to the plan. Have them feel like they are vital part of the team.

When developing the vocational goals use transferable skills and past work experience when you can.

Ask them what kind of jobs they have enjoyed doing in the past and why. What did they like best about it. Also ask what kind of jobs they liked least in the past and why.

Confidence build with the consumer look at the strengths and highlight them rather than weaknesses.


(Consumers).


If you think training is going to be involved or requested by the consumer do a psychological.

That way it is not just you saying something. This gives you an idea of the reading and math levels as well as any other issues that may be going on.

It can also give you an idea of any work accommodations that may be needed or training accommodations. The consumer may do better with hands on demonstrations of job task for example. The consumer may be candidate job coaching.


(Consumers).


Eligibility

Gather information. If the consumer has a vocational goal in mind it is ok to give them homework.

For example if they are interested in nursing do they know what nurses do? Have them job shadow. Have them tell you how much school it takes to be a nurse. What is the starting salary? Is it in demand? ect.


(Consumers).


Assessment and Planning

If it is not a realistic vocational goal or the expectation of the

job is unrealistic have them job shadow as mentioned above.

Also have the consumer look at what the job outlook is in the

area they live. Is there a good job outlook for the vocational

goal they have selected?

If it is an unrealistic vocational goal such as LVN/RN and the

reading and math are at the 7th and 8th grade level. Is it

possible to have them work in the field such as CNA then

medication aid or Phlebotomist?

You can always inform the consumer that once they start

working with employers some employers will help them further

their education. DARS helps them get a good job so they can

become independent but does not have to be the lifelong

goal. It can be good starting job to help get them on the road

to independence. DARS is a starting point not an ending point.


(Consumers).


These steps should help the consumer buy

into the plan. It is their plan that they

helped develop rather than your plan.

Hopefully having the consumer buy into

the plan and be invested in the

vocational goal will avoid the consumer

becoming a challenging consumer.


(Consumers).


Consumer’s Family

Many times when dealing with parents who may have unrealistic expectations of the consumer’s vocational goal/ability that are IDD or borderline intellectual functioning.

Often this can be related to wanting to make sure their child (our consumer) is taken care of after they are gone.

Services that can help in this regard is housing that may be done through MHMR and link them up with an employer. AutoZone DC in this area is a possible employer. Job coaching can be provided. This web site has a list of employers that are looking to work with individuals who have a disability.


(Consumers).


https://www.disabledperson.com/jobs/lo

cations/tx-dallas

Most of the time if it can be shown to the

parent that housing needs can be met

and the consumer has access to a job

they enjoy this can go a long way to

developing an IPE that can lead to a

successful outcome for the consumer, his

family, and you.


(Consumers).


Unstable Consumer

If the consumer is unstable as far as the Mental Health Diagnosis or Physical Diagnosis such as Seizure Disorder; it is ok to have them get a letter from their treating doctor.

In the case of physical disorder such as a seizure disorder have the consumer provide a letter from the treating doctor indicating they are stable and able to work.

Explain to the consumer that this is what is needed to begin vocational services if they are still actively having seizures. It may be better to have the seizures under control then start vocational services and not be safe at work.


(Consumers).


If the consumer has a mental health diagnosis and is in

treatment but not being compliant (not taking medication as

prescribed) ask them to provide a letter indicating they are

stable and able to go to work. If they are not able to provide

this indicate that services are not able to move forward until

they do.

If the consumer is not receiving mental health services at the

time; provide information for the Mental Health Provider and

indicate once they are set up for services they can start the

DARS process.

In some cases with bipolar consumers in particular; they may

refuse to get Mental Health Services or take medication. In this

case let the consumer no that services cannot move forward

until they are active in treatment or can provide a letter from

the psychiatrist indicating they do not need mental health

services. The consumer may call CAPS. In this case it is ok.


(Consumers).


Counseling and Guidance

For individuals who have been challenging cases a frequent number of contacts as well as counseling and guidance sessions may be done.

In many cases this can be confidence building and problems solving with the consumer. Talk about the positive things first. If they are looking for work talk about the skills they have then address things that can be improved on.

Do not always start with the negative first. Also let them know that their situation; as far as dealing with things like difficult interview, test, or co-worker is not a unique situation others may be having the same anxiety and fears. It is ok to have them but do not let it stop you (consumer) from moving forward.


(Consumers).


Many times with a challenging consumer

they may call multiple times during the

week and sometimes in a day.

Patience can be the key even when they

are lashing out at you. Do not respond in

kind. This can escalate the situation.


(Consumers).


The Personality traits of the Consumer.

Understanding customer personality styles (Analytical, Driver, Amiable, and Expressive) will quickly tell you just how and what to say to each consumer.

Although every consumer is different, most can be grouped into one of four groups: Analytical, Driver, Amiable, and Expressive. Here are some basic characteristics of each of these personality styles.


(Consumers).


Analytical - Analytical people are known for being systematic, well organized and deliberate. These individuals appreciate facts and information presented in a logical manner as documentation of truth. They enjoy organization and completion of detailed tasks. Others may see them at times as being too cautious, overly structured, someone who does things too much 'by the book'.

Descriptions -controlled, orderly, precise, disciplined, deliberate, cautious, diplomatic, systematic, logical, conventional.

Analytical people are more interested in acquiring a mass of details and facts, which they comb carefully through in order to come to the right decision.


(Consumers).


Analytical people place a premium on accuracy and expect it from others. Often, analytical people tend to prefer working on their own and rarely discuss personal topics.

To work effectively with an analytical consumer, remember just a few key words: accuracy, precision, and punctuality. With analytical consumer’s, it pays to be on time with things such as letters, calls, and meetings.

When meeting an analytical consumer cut straight to the chase. Be prepared, for they will know if you are not.


(Consumers).


Driver - They thrive on the thrill of the challenge and the internal motivation to succeed. Drivers are practical folks who focus on getting results. They can do a lot in a very short time. They usually talk fast, direct, and to the point. Drivers are often viewed as decisive, direct, and pragmatic.

Descriptions -action-orientated, decisive, problem solver, direct, assertive, demanding, risk taker, forceful, competitive, independent, determined, results-orientated.

Drivers are decisive, enthusiastic and prefer to be in control. They like quick action and using the information that is immediately available. They speak forcefully and prefer discussing things verbally.


(Consumers).


Drivers benefit from a Counselor’s complete attention and need to listen to the driver’s thoughts and ideas. Given drivers’ penchant for direct action, often a driver sees the Counselor’s role is to help them find the fastest route to get to their objective.

A sure sign of a driver is somebody (consumer) who calls you and, without preamble, launches into a discussion of an issue.

To create a successful relationship with a driver, counselors need to focus on facts not feelings. When empowering a driver, it is useful to offer a range of different courses of action and then let the driver choose the most suitable one.

It is also important to set up an arrangement where you periodically check on the driver’s progress. If you don’t do this, tracking their efforts can be challenging to later on.


(Consumers).


Amiable - They are dependable, loyal, and easygoing. They like things that are non-threatening and friendly. They hate dealing with impersonal details and cold hard facts. They are usually quick to reach a decision. Often described as a warm person and sensitive to the feelings of others, but at the same time wishy-washy.

Discerptions- patient, loyal, sympathetic, team person, relaxed, mature, supportive, stable, considerate, empathetic, persevering, trusting, congenial.

Amiable people are all about people. Highly responsive, amiable people are sensitive to others’ feelings, are patient and relationship-oriented. Unlike drivers or analytical people, amiable people hold an interest in colleagues’ personal lives and are willing to share about their own. Of the four types, amiable people are perhaps the best team players.


(Consumers).


When working with amiable consumers be willing to touch base personally/phone call rather than letter.

They will invite you to discuss events in your life and you should invite them to do so as well. When talking to an amiable consumer, always be sure to allow an opportunity for them to enter the conversation.

Given their nature, amiable consumers rarely speak out in disagreement. Rather, their uncertainty can be seen through changes in their body language. When in doubt, ask their opinion: “Others have issues with this plan – but what do you think?”


(Consumers).


Expressive - Very outgoing and enthusiastic, with a high energy level. They are also great idea generators, but usually do not have the ability to see the idea through to completion. They enjoy helping others and are particularly fond of socializing. They are usually slow to reach a decision. Often thought of as a talker, overly dramatic, impulsive, and manipulative.

Descriptions- verbal, motivating, enthusiastic, convincing, impulsive, influential, charming, confident, dramatic, optimistic, animated.


(Consumers).


Expressive consumers are both responsive and assertive. They have no qualms about speaking out and are often viewed as upbeat and enthusiastic. First and foremost, expressive consumers like to be noticed.

They can be persuasive when they put their mind to it and often prefer talking over other forms of communication. Expressive consumers thrive on open communications with others. Inclined to informality, expressive consumers prefer informal discussions but tend to lack an inclination for details.

The key role of a counselor is to harness their enthusiasm and then help them channel it toward the achievement of objectives/goals. Ultimately, expressive consumers live for recognition – preferably if it is shown publicly.

Talk with them about objectives/goals they have accomplished and praise them for their accomplishments.


(Consumers).


Final Thoughts

No consumer will fit precisely into any of the four categories outlined. People cannot be clearly defined in four easy steps. But they are likely to have characteristics that can be understood by a counselor. Once you know with whom you are dealing with(driver, analytic, amiable, or expressive), you can as a counselor understand the deeper motivations of your consumer.

The next step is to communicate in a manner that satisfies them, connects with them, and makes them feel more confident in you as a counselor.

If you are able to quickly identify the personality style of the consumer, you will know the "hows" and "whys" of what to say to meet their needs. Once they feel that you truly understand them and feel a connection, they will come up with the logical reasons to listen to you and value your input/ideas.


(Consumers).


Now, if you don't feel that consumer belongs to any one group, don't worry either. Many of us (myself included) don't fit squarely in one group or another. However, we do have one dominant personality style that we use day to day. Recognizing pros and cons of your specific personality style can help you understand how to better deal with your consumer.

Conflict and disagreement can occur if the consumer and the counselor are a Driver and or Expressive and are telling each other what is going to happen. No one is listening at this point.

At that point the counselor may want to be more amiable or analytic and ask the consumer. let them express and drive to a degree. The more you listen to their input as a counselor the more the consumer may trust you more and have confidence in you.

This intern may develop into them taking your input more and more frequently concerning their goals and objectives. Have your style compliment theirs not conflict with theirs. It will benefit the counselor consumer relationship.


(Consumers).



(Consumers).


Study based on the researchs of Merrill &

Roger, “Personal Styles and Effective

Performance - 1981” & Bolton&Bolton’s

“Social Style and Management - 1984”

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