Any ideas?

[kidge burns]

Don't know if this is the right place for such a question or the other list.............
I would be interested in any ideas re a slot I've been given for next month at an all staff meeting. Time: probably one or two hours. People: about 100 therapists. Subject: Something along the lines of 'Managing yourself and complaints'
I'm hoping to create a solution focused title rather than focus on complaints. The person who asked me to do this is concerned that 'less skilled therapists are struggling with complaints and boundaries'. Has anyone been in a similar situation with a large group and such a short timeframe?
Kidge

[Angie Bell]

Hi Kidge,
I too am in a simular situation I have to do a presentation about 'Managing Challenging Behaviour' and want to focus on positive responses using a solution focused approach, so I would be really interested in any information, guidance or replies that you get.
Sorry I have not been able to enlighten you, but will look forward to seeing other responses!!
In anticipation, Angie

[Paul Avard]

I hope the thoughts detailed below will be helpful in you meeting your best hopes for the session -

Q. "What are my best hopes for managing this issue? Can I see where there might be the possibility of moving forward from where I am now? What are the skills I have as a therapist that might need developing to help me move forward? How might I achieve this movement and how will I know that I have moved on? (Scales, questionnaire for complainant etc..)

The person, might, if they are reflective enough, also ask themselves

Q. 'What are the best hopes of the complainant / person raising the issue?"
"How will s/he know that those hopes have been realised?"

How the answers best fit with these questions will need to be considered with the self-development issues raised above being borne in mind.

and so on ...

For no better reason than it's the name of my website (in development) 'Future Possibilities' might be helpful, moving away from complaining and recognising the desire for further development.

I won't be offended if you totally ignore this Kidge, I just hope there's the kernel of an idea in their somewhere.

Best wishes

Paul

[Jon Symonds]

Having had this floating around my mind for a day or so, I want to ask if you have a customer yet?

The person who asked you to do it seems to be one. They have stated a problem for you (which felt like a lot of responsibility for you to identify and then change some 'less skilled' therapists). What would that person's best hopes be for your session?

Are the 100 therapists customers yet? (if they know what the problem is, could there be a risk of them arriving ready to prove that they are skilled enough and are not struggling?). Is there a way of presenting the best hopes of the person and finding some common ground with the participants? If there was an ideal way of managing oneself, surely everyone would have ideas about how to get (even) better at it (lesser and greater skilled therapists.

Haven't been in that particular situation myself, but good luck with it - I am sure people would be interested to hear how it goes.

Jon

[Paul Avard]

The questions below are not aimed at you Kidge, I was rushing before going out - the questions are for your trainees andaimed at self-directed reflection - sorry, didn't make that clear.

Paul
Paul Avard said:

I hope the thoughts detailed below will be helpful in you meeting your best hopes for the session -

Q. "What are my best hopes for managing this issue? Can I see where there might be the possibility of moving forward from where I am now? What are the skills I have as a therapist that might need developing to help me move forward? How might I achieve this movement and how will I know that I have moved on? (Scales, questionnaire for complainant etc..)

The person, might, if they are reflective enough, also ask themselves

Q. 'What are the best hopes of the complainant / person raising the issue?"
"How will s/he know that those hopes have been realised?"

How the answers best fit with these questions will need to be considered with the self-development issues raised above being borne in mind.

and so on ...

For no better reason than it's the name of my website (in development) 'Future Possibilities' might be helpful, moving away from complaining and recognising the desire for further development.

I won't be offended if you totally ignore this Kidge, I just hope there's the kernel of an idea in their somewhere.

Best wishes

Paul

[Rayya]

Hi Kidge,

Do you have a copy of my 'moan, moan moan' exercise? It is about turning round complaints. I may have uploaded it to the UKASFP resource folder on the other site. If not, let me know and I'll send it to you. Eventually I'll put these on my page here too.

For the title I might suggest, Creating a Safe Space for Change: with something in the blurb about turning around complaints (sometimes people want things to be different but don't know how to ask for it) and knowing your boundaries (sometimes we want to help but how do we know if what we do is going to be helpful?).

Do let us know what you come up with and it would be good to know what you did in the workshop if you feel like sharing!
Rayya

[kidge burns]

Thank you Angie, Paul, Jon and Rayya.

I was having a discussion with someone yesterday who I'm supervising and was reminded of the difference between 'best hopes for a session' and 'best hopes from a session'. Clearly it would be good to clarify what this person hopes to come out of the meeting and to think a bit more about my own best hopes. As far as the participants are concerned they would be more than delighted just to be kept awake (as these meetings are usually boring) and the idea that they might have something to take away with them would be an added bonus! These therapists cover five PCTs in London and it's been my hope for a while now that SFBT becomes more embedded in their practice. Last year I did a 'Ten Minute Talk' with them and they loved it.

I think what throws me is when someone else states a specific agenda rather than saying 'here's two hours for you to fill as you like'. But a different title gets the process going and yes, Rayya, 'creating a safe space for change' sounds good! I have Thorana's book and it's interesting that your exercise coincides with some ideas I've had re what kind of exercise we might do. In fact I might suggest the following takes your exercise one step further in that it gets people to self-compliment rather than have the supervisor compliment the supervisee:

In groups, ask the person next to you
'What have you been pleased to notice yourself doing when faced with a 'difficult situation'?
Each person in the group has a go. When you get to the first person ask them
'What else?' Keep going.

You could follow with
'How have you managed to do those things?'

Depending on time, also
'Suppose we weet again, what might you be telling me about further signs of progress?'

Of course, I wouldn't claim these questions to be 'mine' (probably date back to stuff I did on the BRIEF Diploma) but I think they do tap into the skills theme, which is what we all seem to be talking about.

Thanks again
Kidge

[Greg Vinnicombe]

Hi Kidge
Some suggestions - ignore if irrelevant to your situation!
I've been to a couple of business events recently and they reframe complaints as "an oportunity to improve your service"; customers who are upset and don't complain usually go elsewhere and the opportunity to improve the service is lost.
Now, "What would be happening from the service users (and workers) perspective when the service improves? could lead nicely into plenty of SF type questions.
Large groups - pair with neighbour and discuss a situation that went well, either as a service user or a worker ,(dealt with a complaint / managed yourself well) and what you, or the other person did to manage yourself well / handle complaints well.
Allow plenty of time for sharing successes and Exceptions between group members.
Flipchart successful behaviours for summary at end of event or distribution following the event.

[kidge burns]

Hi Andrew, Greg and all

Thanks. Looks like the day is planned out now. Going with group work I think (based on situations when they feel they handled things well) and then I'll show some videos I've done of SF supervision looking at 'Best hopes/What's better?' Going under the heading 'New Year Resolution and Solution'

We're calling the whole staff meeting day 'The Spirit of Christmas Future'. Even though there's the exciting prospect of Infection Control getting an hour slot, the day might at least be a bit more enjoyable than usual and help to inspire an enlightened 2009 programme. I live in hope.
Kidge

[Paul Avard]

I like the title you've chosen. Sounds like you've got a great day to look forward to. When it's gone well, what do you think you might be doing differently when thinking about these trainings in future?
kidge burns said:

Hi Andrew, Greg and all

Thanks. Looks like the day is planned out now. Going with group work I think (based on situations when they feel they handled things well) and then I'll show some videos I've done of SF supervision looking at 'Best hopes/What's better?' Going under the heading 'New Year Resolution and Solution'

We're calling the whole staff meeting day 'The Spirit of Christmas Future'. Even though there's the exciting prospect of Infection Control getting an hour slot, the day might at least be a bit more enjoyable than usual and help to inspire an enlightened 2009 programme. I live in hope.
Kidge

[kidge burns]

Hi Paul

What will I be doing differently? I'll be reminding myself again of something I'd learnt years ago as a TEFL teacher - KISS (Keep It Simple Stupid!).

Thanks for the question.
Kidge

[Paul Avard]

The KISS system has worked for me, for years. As a bear of very little brain, I can manage simple. Enjoy your day...

Paul

kidge burns said:

Hi Paul

What will I be doing differently? I'll be reminding myself again of something I'd learnt years ago as a TEFL teacher - KISS (Keep It Simple Stupid!).

Thanks for the question.
Kidge

[Paul Hanton]

Have you considered looking at (I know it's old now), the de Shazer customer visitor complainant relationship questions Kidge?