Housekeeping O All lines have been placed on mute to reduce background noise O For best results, please close all other programs running on your desktop

HousekeepingO All lines have been placed on mute to reduce background noiseO For best results, please close all other programs running on

your desktopO To maximize today’s presentation on your screen, press F5O If you have any questions, please click on Q&A on the

LiveMeeting toolbar at the top of the page, and your question will be answered in the order it was received during the Q&A part of the webinar. You must delete your first question before you can ask a second question.

O Please note: We will do our best to answer all the incoming questions in the time we have allotted for Q&A. Should your question not get answered, we will post the question and the answer on www.nami.org/eduhelpdesk.

For audio, please call: 1-888-858-6021

Code: 492-202-3620

NAMI State Organization Program Directors’ Webinar


Code: 492-202-3620

How to Handle Conflict and Challenging Situations

January 16th, 2014

Today’s Moderator


Code: 492-202-3620

Julie Erickson, Program ManagerNAMI Family Support Group

NAMI In Our Own Voice

Today’s Agenda

1. Housekeeping & announcements 2. Non-certification3. De-certification4. Questions5. Other challenging situations? 6. Next PD Call Topic


Code: 492-202-3620

HousekeepingO All lines have been placed on mute to reduce background

noiseO If you have any questions, please click on Q&A on the

LiveMeeting toolbar at the top of the page. You must delete your first question before you can ask a second question.

O TEST: type your name in the Q&A box.O Due to the short timeframe, we will be waiting to answer

questions until the end of the meeting during the Q & A segment.

O For best results, please close all other programs running on your desktop.

O To maximize today’s presentation on your screen, press F5.


Code: 492-202-3620

Announcements from NAMI

1. 2014 Manuals and Page Change Documents now available!

2. NAMI Store3. Program Listing Survey closes

February4. NAMI 360 5. The New Executive Director, Mary

Giliberti, will join us for the next call!


Code: 492-202-3620

Peaceful Non-certification


Code: 492-202-3620

Deanna Ross, National TrainerNAMI Connection, NAMI In Our

Own Voice and NAMI Peer-to-Peer

What is a Peaceful Non-certification?

A conversation trainers have with a trainee that explains why the trainee cannot be certified. A focus on the person’s strengths while expressing your concerns can result in a peaceful non-certification.


Code: 492-202-3620

Poll: Program Trainee

What are Some of the Reasons a Trainee Would

Not be Certified?O Does not demonstrate understanding of the

model or programO Does not contribute to group safetyO Is focused on a directive model (giving

advice, acting as a therapist)O Is self-focused and unable to create a space

for all to shareO Refuses to be faithful to the model or

program (fidelity)


Code: 492-202-3620

How Do I Have A Peaceful Non-certification?

Use the 12 Step Process. But first:

When you recognize a trainee may be unable to be certified, it’s time to document specifics of why the trainee cannot be certified. It’s difficult to argue with facts.

In most cases, you have 1 ½ - 2 days to observe before making a final decision. Make notes as you train.


Code: 492-202-3620


1. Prepare yourself. Have your notes.2. Ask an open-ended question. 3. Listen deeply. 4. Reflect what the person has said – affirm

objectively.5. Tell the person what they are doing well.6. Respectfully tell the person what you noticed

during training using specific examples that concern you.


Code: 492-202-3620


7. Allow the trainee to respond.8. If necessary, restate your reasons for non-

certification.9. Restate the positive qualities you’ve noticed

in the trainee.10. Offer options in place of non-certification.11. Ask the person if they’d like to stay for the

rest of the training.12. Tell the person you will need their training

materials before training ends. For audio, please call: 1-888-858-6021

Code: 492-202-3620

Best Practices When Having A Peaceful Non-certification

O Always have someone with you.O Do a peaceful non-certification the morning of

the last day of training BEFORE training begins.O Thank the person for their commitment to

participate.O Allow the person to be heard and be firm with

your decision.O Offer options.O Debrief the group if the person decides to leave.


Code: 492-202-3620

Different Levels of Responsibility


Code: 492-202-3620

State Trainers

NAMI Affiliate or State PD

NAMI State Organization

NAMI

1. NAMI State TrainersO Collect all documentation related to the issue or

behavior that is concerningO Have a conversation with the NAMI State or

Affiliate Program Director hosting the training to relay information about the inability to certify the trainee

O If non-certification is deemed necessary, sit down with the trainee and explain the rationale for the decision following the 12-step process

O Document the decision


Code: 492-202-3620

2. NAMI State or Affiliate Program Director

O Discuss with the State Trainers their reason(s) for non-certification

O Discuss volunteer opportunities, future trainings (if appropriate), or other possibilities with the trainee

O If the State Trainers decide on provisional certification, the NAMI State or Affiliate PD should determine the next steps to be taken post-training, with guidance from the Trainers


Code: 492-202-3620

3. NAMI State Organization

O Reinforce the decision, if needed O Assist by providing mediation

between the trainee and the NAMI Affiliate or State PD

O Notify the appropriate NAMI Program Manager at NAMI about the situation


Code: 492-202-3620

4. NAMIO Provide guidance to the NAMI State

Organization when needed O Reinforce the authority of the NAMI

State Organization to not certify any trainee according to the specific objective criteria listed above

O Manage any complaints directed at NAMI as a whole


Code: 492-202-3620

Peaceful De-certification

Suzanne Robinson, Senior Program ManagerNAMI Family-to-Family and NAMI Homefront


Code: 492-202-3620

What is Peaceful De-certification?

A conversation between a Program Director and a trained volunteer in which the volunteer is asked to take a break from teaching, presenting or facilitating. Depending on the severity of the situation, they may need to be formally de-certified.


Code: 492-202-3620

Poll: Program Leader

What are Some of the Reasons a Volunteer Would be De-certified?

O Refuses to maintain fidelity to the program

O Refuses to adhere to Program Policies

O Refuses to adhere to agreed-upon Group Guidelines

O Refuses to follow the Code of Conduct

O Threatens the group or his/her co-facilitator, teacher, or presenter For audio, please call:

1-888-858-6021Code: 492-202-3620

Different Levels of Responsibility


Code: 492-202-3620

Individual

NAMIAffiliate

NAMI State Organization

NAMI

1. The Individual Providing Rationale for De-certification

O Have a conversation with the NAMI Affiliate Program Director or Executive Director relaying information about the need to

de-certify the individual O Collect all documentation related to the

issue or behaviorO This could be a co-facilitator, teacher or

presenter


Code: 492-202-3620

2. NAMI Affiliate

O Investigate claims made for de-certification of the individual

O If de-certification is deemed necessary, have a conversation with the individual explaining the rationale for the decision

O Document the decision


Code: 492-202-3620

3. NAMI State Organization

O Reinforce the decision, if needed O Assist by providing mediation

between the individual and the NAMI Affiliate

O Notify the appropriate NAMI Program Manager at the NAMI about the situation


Code: 492-202-3620

4. NAMIO Provide guidance to the NAMI State

Organization when needed O Reinforce the authority of the NAMI

State Organization to de-certify any program volunteer if deemed necessary, according to the specific objective criteria listed above

O Manage any complaints directed at NAMI as a whole


Code: 492-202-3620

In both non-certification and de-certification, remember:

O Know the facts about what happened and what needs to happen

O Have documentation prepared and readily available

O Do not get caught up in the emotions of the situation; this can easily derail the discussion

O Focus on the facts of the particular incident or behavior that concerns you but don’t debate the details


Code: 492-202-3620

In both non-certification and de-certification, remember: O Speak directly: “I am concerned about the

following and this is why…” O Explain the consequences of the actions that

concern youO Ask the person to talk about any difficulties they

might be experiencing as a trainee or in their position as a volunteer program leader; often times these difficulties parallel the concerns held by the affiliate

O Ask them if they remember the specific incident or behavior that initiated the concern


Code: 492-202-3620

In both non-certification and de-certification, remember:

O Keep it light so that the individual doesn’t feel exclusively at fault


Code: 492-202-3620

Questions about non-certification and

de-certification? Phone line is open


Code: 492-202-3620

Other Conflict or Challenging Situations?


Code: 492-202-3620

Poll : Next PD call

THANK YOU for your participation!