Name and describe three of the guidelines outlined for working with insulting clients.

Question

What will be an ideal response?

Answer 1

?Always take the complaint seriously. That does not mean you have to change anything you do, but you want this person to know you’ve heard them.
?Force the person to be specific and behavioral in her insult to you. You do not need to agree with (or allow) general, nonspecific attacks on your character. For example, “You may not call me a jerk. That is not acceptable. But what is it that I do that you think is jerky?”
?You have a right not to be abused. A client who is using profanity or has crossed over your tolerance line with insults can be informed that you will refuse to talk with him until he treats you with civility.
?If you are in a group counseling setting and a member of the group is insulting or confronting you, you can always check with others to see if they share the complaint. If nothing else, this buys you some time to gather your wits about you.
?If the person is complaining about something you do and wants you to change something, try to look objectively at what is being said and decide whether this is a change you are prepared to make. You can always respond noncommittally if you need more time to consider the request. For example, “This is something I’ll consider seriously, and I will let you know what I’ll do in the next session.” You have a right to hold to a “bottom line,” a position beyond which you won’t accommodate the client.
?Consider your response style as a means of engagement. It is a bit like a martial art. Instead of meeting resistance with resistance, try to let the words smoothly move around and by you. An insult is only an insult to the degree that you let it be one.