As you would know, of primary importance in the effectiveness of your work with anyone - but problem drinkers and their families in particular - is your underlying attitudes and values.
These of course are shaped by your understanding of your client and your experience of people with the same or similar problems.
Being able to present as calm, non-judgemental, empathetic and knowledgeable is a skill to practice, especially as not all people are likeable and easy to relate to, and even more so if they are drunk or in distress.
We all are likely to have personal experiences with problem drinkers, perhaps even in our own families, given that 1 in 20 people are alcoholics.
The preceding pages are designed to assist you in thinking about your attitudes and values, your work and the ways you communicate with people with alcohol related problems.
Note: Multi-drug use will complicate your assessment and management strategies, particularly if the person is also using stimulants such as ice.
As a professional, you are most likely to have had training in dealing with difficult and /or aggressive people.
If not, this NSW Health Department article, How can I de-escalate a situation when someone is angry or agitated? has some very useful tips:
”When there are signs of anger or verbal aggression it is important to remember that:
Anger is usually a sign that the person is in distress, experiencing fear or frustration (Remember the FFFF - Flight, Fright, Fawn and Fight - and their anger may be more about how they actually feel about themselves, not you*)
It is not possible to reason or problem solve with someone who is enraged
You need to stay calm (or act as if you are calm*)
Effective communication skills are the key to settling, resolving and de-escalating a situation.”
* added notes not part of the quote
“Use the strategies below to de-escalate a situation:
Listen to what the issue is and the person's concerns.
Offer reflective comments to show that you have heard what their concerns are.
Wait until the person has released their frustration and explained how they are feeling.
Look and maintain appropriate eye contact to connect with the person.
Incline your head slightly, to show you are listening and give you a non-threating posture.
Nod to confirm that you are listening and have understood.
Express empathy to show you have understood.”
“It is not your job to stop the person being angry, but these steps may help to make the person feel calmer. It is only then that you can look at how to deal with the situation and their concerns.”
Note: This article is in a section that has links to other resources that may be worth checking out.
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