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Last updated on 2024年8月9日

Dealing with a client who keeps switching strategies in their case. How can you ensure a successful outcome?

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Navigating the complexities of case management can sometimes feel like steering a ship through a storm, especially when a client frequently changes their strategy. It's a test of your flexibility and expertise, but with the right approach, you can guide the case to a successful outcome. Understanding the reasons behind their indecisiveness and establishing a strong communication channel are key first steps. Your role is to balance their changing needs with the legal and practical realities of their case, ensuring that every new strategy is grounded in a solid foundation for success.

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1 Client Insight

To manage a client who changes strategies often, it's crucial to understand their motivations and concerns. Engage in open dialogue to uncover the underlying reasons for their indecision. Are they reacting to new information, or is it a sign of uncertainty and stress? Your empathy and active listening skills will help build trust, allowing you to provide reassurance and informed advice. By getting to the heart of their concerns, you can steer them towards more consistent and effective decision-making.

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Kim Sandbrink, LISW-S, LICDC-CS

Assertive Community Treatment
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A caveat to this answer-my experience has been adults with SPMI/SUD. Accepting that ambivalence is completely expected is absolutely necessary when making a change. It is important to check in often to ensure the goals have not changed or shifted. Remembering that they're not my goals, they're the goals of that client/consumer. They are interested in my expertise and knowledge, but I can only help facilitate the changes and walk along beside them, offering support and guidance throughout. The more pressured and judged someone feels, the less likely they are to be able to make things happen. Motivational Interviewing is a technique that gives us the tools that can help understand and promote change and is fairly easy to pick up.

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Kerri Austin

Registered Nurse
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I’ve always found creating a contract with a client/patient is a great way for them to meet mutual goals. Verbal contracts are helpful, but putting it in writing will help to ensure compliance in the long run.

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Kamran Gul

Strategic Leader | Driving IVD Market Growth in Pakistan and Bangladesh.
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Set up regular check-ins to discuss the case and any proposed changes. This will help you understand their motivations and address concerns more effectively. Take the time to explain the potential consequences of changing strategies, including risks and benefits. Providing a clear rationale for your recommendations can help them make more informed decisions. Be clear about the implications of switching strategies, such as delays or the need for additional resources.

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Tania Hall PhD

Social Work Aboriginal Primary Health, Sessional Academic
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Remembering client-centred practice, clients as experts of their own lives and informed decision making, I would be careful not to place my judgments on their indecision or change of direction. It may help to write goals out and break them down into smaller achievable steps to encourage focus and celebrate small wins.

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Lisa Taylor-Austin NCC LPC LMHC CFMHE CFBA LCPC LCMHC

Expert Witness: Street Gangs/Counseling? Board Certified Psychotherapist
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Remain steadfast in your professional opinion (as long as there is no new information presented to you). You are giving an impartial professional opinion, not fitting your opinion to the client/case narrative.

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2 Strategy Evaluation

When a client proposes a new strategy, evaluate its merits carefully. Consider the legal implications, potential outcomes, and how it aligns with the client's goals. It's your job to provide an objective assessment, highlighting both strengths and weaknesses. This evaluation should be thorough yet efficient to prevent stalling the case's progress. Your expertise will be instrumental in determining whether this new approach has the potential to succeed or if it's a step in the wrong direction.

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Lisa Acevedo

Saint Agnes, Medical Center, per diem with Fresno Hospice
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One thing I found helpful during this time is reviewing the clients past success with strategies that were not beneficial ,strategies that may have potential benefits, and revisiting strategies that have proven beneficial in the past.

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3 Communication Channels

Maintaining clear and continuous communication channels is vital in managing a client prone to strategy shifts. Regular updates and discussions will keep you both on the same page and can preempt unnecessary changes. Use these interactions to educate your client about the process and potential consequences of their decisions. This not only empowers them but also fosters a collaborative environment where strategic decisions are made with a shared understanding.

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4 Decision Support

Supporting your client's decision-making is a delicate balance of guidance and autonomy. Encourage them to weigh the pros and cons of each strategy, facilitating a rational approach to their case. Your support can help them build confidence in their decisions, reducing the likelihood of constant changes. Remember, while you provide expert advice, it's ultimately their case, and they must feel in control of the decisions that affect the outcome.

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Courtney Graham

Certified Care Manager
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In case management, personal choice is essential. It is important to offer a thorough understanding of the advantages and disadvantages of all available options, ensuring that clients are informed of potential drawbacks while also respecting and supporting their final decisions. By highlighting the significance of personal choice and honoring their preferences, we empower clients to make informed decisions that best serve their interests, regaining a sense of control in their lives.

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5 Consistency Focus

To ensure a successful outcome, emphasize the importance of consistency in strategy. Explain how frequent changes can weaken their case, lead to unnecessary complications, or even adversely affect the outcome. Advocate for a well-thought-out plan that's flexible enough to adapt to new information but remains steadfast in its core objectives. Your guidance will be crucial in helping your client understand that consistency is not rigidity; it's about staying focused on the end goal.

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6 Outcome Preparation

Preparing your client for various outcomes is an essential part of case management. With a client who often changes strategies, it's important to set realistic expectations for each proposed path. Discuss potential scenarios and the steps you'll take together to navigate any challenges that arise. This preparation not only equips your client to face the future with greater confidence but also minimizes the impulse for strategy shifts as they become more aware of the journey ahead.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Dealing with a client who keeps switching strategies in their case. How can you ensure a successful outcome?

1

2

3

4

5

6

7

1 Client Insight

2 Strategy Evaluation

3 Communication Channels

4 Decision Support

5 Consistency Focus

6 Outcome Preparation

7 Here’s what else to consider

Case Management

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Dealing with a client who keeps switching strategies in their case. How can you ensure a successful outcome?

1

2

3

4

5

6

7

1 Client Insight

2 Strategy Evaluation

3 Communication Channels

4 Decision Support

5 Consistency Focus

6 Outcome Preparation

7 Here’s what else to consider

Case Management

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