dcf/dfes/bwf partner training section 1 w-2 case management: maintaining professional objectivity,...

DCF/DFES/BWF Partner Training Section 1

W-2 Case Management:

Maintaining Professional Objectivity, Composure and Boundaries

10/15/13

Goals and Objectives

10/15/13DCF/DFES/BWF Partner Training Section 2

Recognize and value the diversity of W-2 participants.

Demonstrate a professional attitude during difficult and challenging times.

Explain how participant perceptions affect case management relationships.

Identify communication styles and how they impact case management.

Establish professional boundaries in working relationships.

Apply resiliency skills to maintain professionalism.


“Professionalism is knowing how to do it, when to do it, and doing it.”

Frank Tyger, columnist, Editor and Cartoonist

4 DCF/DFES/BWF Partner Training Section 10/15/13

The Large Golden Hook


One creative manager went so far as to purchase a large golden coat hook. He proudly stood by the shiny new coat hook as his team walked into the office on Monday morning.

Later, during his morning staff meeting, as if on cue, one of his employees asked what the golden coat hook was for.

The manager explained that he placed it there as a reminder to himself and a symbol to the team.


He said, “You see, when I come into the office each morning, I’m going to mentally place all my personal issues onto this coat hook.

I’m going to leave them right there securely on the coat hook knowing full well that every night before I go home, I will be able to walk over and pick up right where I left off with those issues.


My goal is to ensure I never allow my personal issues to get in the way of my professional roles and responsibilities.”

He then went on to say, “And folks, let me be clear, this is my expectation for each one of you as well.”


“As a team, we each must commit to this end because we owe it to one another to be at our best and we are each empowered to hold one another accountable for this expectation. So rest assured, when you come in each morning, leave your personal issues on the hook where they will be safe and secure. You have my word that they’ll remain right there for you to pick up each night before you leave.”


With a smile and a nod, each team member understood the analogy and realized that his request was a perfectly legitimate expectation for the workplace.

•To teach team members the importance of keeping a professional distance between personal and workplace issues, we must elevate professionalism in the work environment.

•Everyone has experienced days where they have a difficult time of not allowing their personal issues work their way into their professional environment.


As the professional, it is your job to understand, first and foremost, that this is a common issue that you will definitely need to address one way or the other. The key is to address the issue before it actually happens by setting clear expectations for your workplace.


Perceptions



This is a true story. Some years ago, the following exchange was broadcast on the British Open University sociology TV program. An interviewer was talking to a female production-line worker in a biscuit factory. The dialogue went like this:

The Biscuit Factory

Interviewer: How long have you worked here?

Production Lady: Since I left school (probably about 15 years).

Interviewer: What do you do?

Production Lady: I take packets of biscuits off the conveyor belt and put them into cardboard boxes.

Interviewer: Have you always done the same job?

Production Lady: Yes.

Interviewer: Do you enjoy it?


Production Lady: Oooh Yes, it's great, everyone is so nice and friendly, we have a good laugh.

Interviewer:(with a hint of disbelief): Really? Don't you find it a bit boring?

Production Lady: Oh no, sometimes they change the biscuits...



● Don’t impose your own needs and ambitions onto other people who may not share them.

● Don’t assume that things that motivate you will motivate someone else.

● Recognize that sources of happiness may vary widely between people.

Lessons Learned


Passive communication When the issue is minor When the problems caused by the conflict

are greater that the conflict itself When emotions are running high and it

makes sense to take a break in order to calm down and regain perspective

When your power is much lower than the other party’s

When the other’s position is impossible to change for all practical purposes

Communication Styles


Aggressive communication When a decision has to be made quickly When there is an emergency; for example,

the house is on fire When you know you are right and that fact

is crucial When stimulating creativity by designing

competitions to increase productivity



Passive-Aggressive communication

Everyone displays some symptoms of this style

The best way to deal with a person who communicates this way is to employ the assertive communication style

Only when a person fails to recognize that the behavior is constant can it be a real problem



Assertive communication Both parties get what they want Most effective way of communication


55– 66 Assertive

40-55 Moderately Assertive

25-40 Inconsistently Assertive

Under 25 Needs Practice


Assertiveness QuizWhat Do the Results Mean?


Communication Involves:●7% Actual Words●38% Vocal - speed, pitch, tone, volume●55% Visual - body language, eye contact

Active Listening is a technique that involves non-verbal and verbal communication. It requires the listener to understand, interpret and evaluate what s/he hears. Active Listening requires you to attend fully to the speaker.

Active Listening


Physical Attending Adequate Time Meeting free of interruptions Organized desk/office space Appropriate seating arrangement

How to Listen

How to Listen


Hearing the Message Pay attention to verbal and non-verbal Hear the feelings

How to Listen


Responding Nod, express interest Speak with same energy level Restate their idea, or ask questions to

show you understand

Empathy vs Sympathy


If we cannot develop a basic understanding of where W-2 customers are coming from we cannot move forward in helping them.

Counter Transference


Objective counter transference – involves feelings in reaction to the actual personality and behavior of the participant, based on objective observations.

Personal counter transference – arises from specific experiences and/or identification with the participant by the worker. This may result in either positive or negative feelings toward the participant.


●People who fail to set and maintain boundaries in their life and their work often find that it is much harder to meet their own needs.

●It does no good if one person in a relationship feels put upon, resentful or over-burdened. Setting boundaries prevents misunderstandings, hurt feelings, awkward situations, and grudges.

Boundary Summary


to maintaining composure

1. Recognize- watch out for signs of burnout2. Reverse- undo the damage by managing your

stress and seeking support3. Resilience- build your resilience to stress by

taking care of your physical and emotional health

Excessive stress is like drowning in responsibilities; and burnout is like being all dried up.

“3 R” Approach

Maintaining Resiliency Over Time


Summary


Professional Action PlanWe have talked about the many things that

could have an impact on our ability to be objective, be composed and maintain boundaries.

Let’s take a few minutes to think about what we have learned and how we will use the information in working with W-2 participants.

Thank you!


Please complete the evaluation.

Remember: professionalism is intentional

dcf/dfes/bwf partner training section 1 w-2 case management: maintaining professional objectivity,...

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