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How do you incorporate client feedback and preferences into your service plan?

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As a human service professional, you may encounter clients who are reluctant, skeptical, or hostile to your efforts to help them. Client resistance can be frustrating and challenging, but it is not a sign of failure. Rather, it is an opportunity to build rapport, understand the client's perspective, and collaborate on a service plan that meets their needs and preferences. In this article, we will explore some strategies for overcoming client resistance and enhancing client engagement in the context of human services.

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1 What is client resistance?

Client resistance is a term that refers to any behavior or attitude that obstructs the formation or continuation of a beneficial helping relationship. This can take the form of denying or minimizing the issue, refusing or evading the help or service, expressing anger or resentment, disagreeing or debating with the helper or service, or being passive or uncooperative. Client resistance is not permanent, but can vary depending on the client's circumstances, character, motivation, readiness, and desires. Additionally, it can alter over time and in different stages of the helping process.

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Mike Mathias NCPS, CRS

Creating & Clearing Paths to Stability with the Chronically Homeless | Executive Director of Anything Helps
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I really don't like this term. We are the professionals that our clients come to for help, not the other way around. Therefore, it is our responsibility - not the clients - to approach care with interventions that are effective, and to foster therapeutic relationships that feel psychologically safe enough for a client to tell us when something isn't working. Calling our inability to connect with a client "resistance" simply widens the gap and potentializes (re)traumatization.

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Rachel Benson, LCSW

Licensed Clinical Therapist | Empathetic Trauma-Informed Counseling
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I agree, however, in my experience utilizing an eclectic approach to therapy and having the ability to pivot when faced with resistance is crucial to enable both a positive therapeutic bond and the ability to incorporate client-centered care. Oftentimes, I find that upon that pivot, or change of approach, clients are able to grow and flourish, making great strides, and engaging in the therapeutic process in collaboration with the clinician.

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2 Why do clients resist?

Client resistance is not a personal attack on you or your service, but rather a natural and understandable reaction to a stressful or challenging situation. Common reasons for this resistance may include fear of change or loss, lack of trust or confidence, feeling misunderstood or judged, having different goals or values, perceiving a mismatch between their needs and the service offered, experiencing ambivalence or conflicting emotions, and facing external pressures or constraints. Acknowledging these reasons can help you empathize with the client and show respect for their autonomy and dignity.

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3 How to respond to client resistance?

Client resistance is not something to be eliminated or overcome by force; rather, it should be explored and addressed collaboratively with the client. To do this, active listening and reflective skills should be used to demonstrate interest and understanding. It is important to validate the client's feelings and concerns without agreeing or disagreeing, as well as express empathy and compassion without pity or sympathy. Open-ended questions and statements should be used to elicit the client's perspective and motivation, while providing information and feedback in a respectful and supportive manner. Negotiation and compromise on realistic goals and actions should also be considered, as well as involving the client in the decision-making and planning process. Finally, it is important to reinforce the client's strengths and achievements.

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4 How to incorporate client feedback and preferences into your service plan?

Incorporating client feedback and preferences into your service plan is essential to overcoming client resistance. This involves asking the client for their input and opinions on the service and desired outcomes, listening to their feedback without imposing your own agenda, acknowledging any discrepancies between expectations and capabilities, tailoring the service plan to their needs, interests, values, and resources, as well as reviewing and revising the service plan regularly with the client. Doing so will increase the client’s sense of ownership, empowerment, and commitment to the helping process.

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Ann R.

Sex-Positive Therapist & Educator | Empowering Mental Health Professionals
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Incorporating client feedback into our service plans is a cornerstone of our practice, ensuring care is both personalized and collaborative. We start by actively listening to clients' needs, preferences, and experiences during initial assessments and ongoing sessions. This dialogue is central to tailoring therapy approaches. We regularly check in with clients about their progress and comfort with the therapeutic process, inviting honest feedback. This feedback is then used to adjust strategies, ensuring they align with clients' evolving goals and needs. Additionally, we incorporate client preferences in scheduling, communication methods, and therapy techniques, fostering a sense of agency and partnership in their recovery journey.

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5 How to maintain client engagement and motivation?

Client resistance can be reduced or resolved over time, but it can also re-emerge or fluctuate depending on the client's circumstances and responses. To foster a collaborative and productive helping relationship that benefits both the client and yourself, it is essential to maintain client engagement and motivation throughout service delivery. Strategies to do so include establishing and maintaining a positive and trusting relationship, providing ongoing support and encouragement, recognizing and celebrating the client's efforts and achievements, addressing any challenges or setbacks that may arise, seeking and responding to the client's feedback and suggestions, referring or linking to other relevant services or resources if needed, and terminating the service in a respectful and appropriate manner.

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Maisie Miller (she/her)

Pharmaceutical Sales Representative/ Certified Dementia Practitioner/ Go-Giver
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Embracing client resistance as a natural part of the therapeutic process can be more productive than solely focusing on reducing it. Understanding the reasons behind resistance can facilitate a more transformative experience for the client. Still, it's important to address challenges and provide support. By reframing resistance as an opportunity for growth, clients can develop a more empowered and resilient mindset.

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How do you incorporate client feedback and preferences into your service plan?

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1 What is client resistance?

2 Why do clients resist?

3 How to respond to client resistance?

4 How to incorporate client feedback and preferences into your service plan?

5 How to maintain client engagement and motivation?

Human Services

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