©2006, 2007, 2008, The Center for Applied Management Practices, Inc., www. appliedmgt.com The Helping Interview The Seven “Qualities” are Represented in

©2006, 2007, 2008, The Center for Applied Management Practices, Inc.,

www. appliedmgt.com

The Helping The Helping InterviewInterview

The Seven “Qualities”are

Represented in the Mnemonic:

RENABBS ECLEPS

(ree NABBS ee KLEPS)

The Seven “Qualities”are

Represented in the Mnemonic:

RENABBS ECLEPS

(ree NABBS ee KLEPS)

Advice for Community Action Case Managers

By:Barry Nazar, D.P.A

Advice for Community Action Case Managers

By:Barry Nazar, D.P.A

©2006, 2007, 2008, The Center for Applied Management Practices, Inc., www.appliedmgt.com

Beware of Role Expectations

Roles and expectations about roles are inevitable, sometimes useful, but …

– They can block interpersonal rapport

– They can lead to false assumptions

– They can distract helping objectives

– They can lead to presumed failures


Helping is Not Active Behavior

In the context of Helping Interviews …– Helping isn’t Doing for another

– Helping is leading another to Switch from Defensive to Coping Routines

– Helping is evidenced by strengthening the Coping skills of the other


Seek to Eliminate Blind Spots

Interpersonal transactions are hampered by …– Limited area of common understanding– Hiding information from the other person– Being unaware of things (about our self) that are clearly

visible to others

As the Helper, we want to form a relationship that

is “collaborative,” but blind spots prevent this.


Known to InterviewerColumn 1

Not Known to InterviewerColumn 2

Known to ClientRow 1

Open Hidden

Not Known to ClientRow 2 Blind Unknown

Johari Window for Helping Interviews


Anticipate an Element of Crisis

Often the initial helping interview will …– Precipitate from some calamity or escalation of hardship

– Contain a load of pent-up emotions

– Show resistance to rational overtures

– Require considerable ventilation

– Require assistance in structuring problems


Listening is Everything!

The key to all the foregoing is to listen empathetically,

which means …

– Maintain a non-judgmental viewpoint– Encourage the other person to do the talking as much as

possible– Display an active and curious interest in the other person

and what they are saying– Build an “emotional bank account” before offering any

advice


Helping Interviews have Phases

The Helping process usually involves a series ofinterviews and these progress through Phases, such as…

Phase 1: Attentive Listening Phase 2: Diagnostic Questioning Phase 3: Prescription Rendering

Interview strategy varies depending upon which phase ispresently operative


Helping Has a Spiritual Foundation

Helping often presents challenges that test our core beliefs and motives

Helper believes Client is deserving, willing, and capable of overcoming problems

Helper has sufficient maturity that personal issues do not compound with the clients’ problems

Helper has sufficient perspective to allow client to discover or choose preferred solutions that might be different than the Helper’s personal model

Helper has personal resources to sustain physical, emotional, and spiritual well being


RE NAB BS EC LE P S

Beware of Role Expectations as they may get between you and your client.

Helping is Not an Active Behavior it is accomplished by what the client does.

Work to eliminate Blind Spots so you can collaborate with your client.

Anticipate an Element of Crisis by allowing ventilation and creating structure.

Accomplish by Listening Empathically as this is the key to helping the client.

Pace yourself through the Phases that a helping process involves.

Prepare yourself Spiritually for the challenges that come with helping.


Other Considerations

Provide a place and amenities that make the client comfortable

Arrange and appoint room to reflect a positive message about your work and concern for others

Be on time for appointments

Be prepared if background work is necessary


Other Considerations

Arrange to not be interrupted

Explain and apologize if you must be interrupted

Explain paperwork if filling out forms is necessary

Explain what and why if you must take notes

Arrange for backup resources/contacts for the client in case they need help and you are unavailable

Documents

©2006, 2007, 2008, The Center for Applied Management Practices, Inc., www. appliedmgt.com The Helping Interview The Seven “Qualities” are Represented in