Steps to manage the Reluctant Client From J. Barber (1991)

1
Steps to manage the Reluctant Client
From J. Barber (1991)

• 1. Clear the air
• 2. Identify legitimate client interest
• 3. Identify non-negotiable aspects of
  intervention
• 4. Identify negotiable aspects of intervention
• 5. Negotiate a case plan
• 6. Agree on criteria for change

2
Aims of casework by negotiation and conflict
management

• Maximising self-determination within statutory
  constraints
• Operationalising clinical goals and orders
  through client involvement
• The behaviour of skilled negotiations models
  peaceful conflict resolution

3
Step 1 Clear the
Air

• Explain the statutory issue - eg show court order
  or reason for intervention
• Encourage client expression of thoughts and
  feelings re situation
• Worker in role of mediator between the State and
  client

4
Step 2 Identify
legitimate client interests

• Explore what client has to lose by engaging in
  change or following court directions.
• Notes are taken with a view to negotiating ways
  of minimising any negative consequences

5
Step 3 Identify
non-negotiable aspects

• Sit side-by-side
• Reframe directives - eg mutual aim to prevent
  harm, keep court away etc.
• Client worker examine in detail what exactly
  the bottom-line means.
• Client questioning is encouraged

6
Step 4 Identify
negotiable aspects

• Brainstorm with client ways to meet treatment
  goals
• Use creativity and imagination (and possibly
  humour if appropriate)

7
Step 5 Negotiate the
case plan

• Plan based on legitimate client interests,
  bottom-line and brainstorm
• Worker may express negotiable worker limitations
  (eg time, transport)
• Possibly use decisional matrix or motivational
  interviewing to help decide on options

8
Step 6 Agree on
criteria for change

• How will the plan be monitored?
• Evidence of the plan working?
• Consequences if non-compliance?
• What is non-compliance and compliance?
• What is required before intervention terminated
  or renegotiated?