Engagement Evolution

Presented by Rachel Cannon Ghulamani, USF

Haydee Shanata, DCF

Beverly Varshovi, DCF

Objectives

• Participants will identify and define the dynamics of engagement within Florida’s Child Welfare Practice Model.

Objectives

• Participants will observe and evaluate engagement strategies through a compare and contrast activity that demonstrates both effective and ineffective methods.

Objectives

• Participants will demonstrate their comprehension of effective engagement skills through applications and feedback.

Why is engagement so important in our Practice Model?

Where do we start?

Engagement

• Engage: to obtain or contract for; to obtain and hold the attention of; to pledge or promise; to interlock or cause to meet

(The American Heritage Dictionary)

Effective Engagement

• Tuning in to self and others• Focused listening• Clarification of Role and

Purpose• Respect• Clear and accurate responses

to client’s questions• Honesty• Dependability• Identification and support of

client’s strengths

• Seeking to understand the Client’s point of view

• Culturally sensitive practice• Connecting agency goals with

client goals• Investment in Client’s success• Outcomes-Oriented Practice• Regular Feedback• Confrontation• Demand for Work

Techniques for Effective Engagement

Building Rapport

Techniques for Effective Engagement

REFRAMING

Techniques for Effective Engagement

Exception Finding Questions

Techniques for Effective Engagement

The Skill of Silence

Techniques for Effective Engagement

Reflection

Techniques for Effective Engagement

Non verbal behaviors

Techniques for Effective Engagement

• Physical attending– Eye contact– Posture– Facial Expressions– Gestures

• Psychological attending– Voice– Verbal Following– Congruence– Minimal Encouragers

Techniques for Effective Engagement

• Genuineness

• Respect

• Empathy

Techniques for Effective Engagement

Motivational Interviewing

Pitfalls

• Stereotyped Reactions

• Pretending Understanding

• Overreaching

• Long-windedness

• Inattention to Verbal Cues

• Inappropriate Boundaries

• Lack of Focus on the Client

• Making promises you can’t keep

Pitfalls

• Lack of empathy

• Talking down to someone

• Judgmental– Words

– Tone

– Body Language

• Inflammatory Language

• Inserting your own opinions and beliefs

• Fighting/arguing

Pitfalls

Have you ever thought, if they had been more persistent, I would have given in?

Enactments

Focused Viewing

Watch and look for both positive and negative strategies

Debrief

What worked?

Why is this a better way to do it?

What pitfalls did you observe?

Why are these not good strategies?

What strategies worked well?

Can you use these in real life?

Group Activity

In the next 5 minutes, pair up with someone from your table and see if you can engage them in a work stress workshop on Friday at 4:30pm after the Summit. Make them see that you care about their work stress and want to help them.

Debrief and Wrap Up

Thank you!

Presented by the University of South Florida, Child Welfare Training Consortium

With the collaboration of the Department of Children & Families, NE Region CPI Operations Program

Rachel Cannon Ghulamani, NE Region Training Manager, USF

Haydee Shanata, DCF Program Administrator NE Region, Circuit 8

Beverly Varshovi, DCF Administrative Staff Assistant, NE Region, Circuit 8