HANDLING DIFFICULT VISITS
Every home visit is different and each provider is different, therefore there are times when we may be faced with an awkward or confrontational situation. Is it because the provider is a ‘difficult provider’ or do we hold a part of the responsibility for an unsuccessful visit?
When home visits end up with both the provider and the Monitor frustrated or angry, it is important that you try to find out the reasons why. It is your responsibility to make sure that each visit is conducted in the most positive and respectful way. If a visit is not successful there are a few things you can do to change the situation. First take some time for self-reflection and answer the following questions:
• Are you adversarial?
• Are there some clients who simply rub you the wrong way based on personality or a past negative visit experience?
• Does your voice rise when engaging with a provider, who you may feel is uncooperative or disrespectful?
• Do you adopt confrontational body language in response to that of a provider who may be angry or upset?
If you’ve answered, yes, to any of these questions there are some things you may want to consider. Adversarial behavior will never result in a positive outcome for either you or the provider. Not only is this type of interaction unproductive but it can also contribute to a tense and stressful situation for children.
1. Check your attitude before the visit. If you are expecting a negative visit and dread going to that provider’s home, then most likely your visit will have a negative outcome.
2. Think about your body language when the provider answers the door. Are you smiling or frowning. You have the power to set the tone of the visit from the moment the door is open.
3. Comment on something positive.
4. If you feel things are getting out of hand, suggest a break. If the provider is getting very upset, angry, or raising her voice, remember that after you leave her attitude could affect the children in her care. Also it is not professional or healthy for the children to witness a confrontation between adults.
5. Talk with your administration about guidelines that will help you to determine when it is appropriate for you to end a visit. You should also have a clear understanding of your responsibility, if you feel as a result of your visit a provider is emotionally unable to continue to care for children.
6. Carefully plan before the next visit how you will approach the provider. Think about the provider’s objections and problems. Try to identify other ways to address the issues It may be necessary for you to bring another person with you, or turn the provider over to another home visitor.
You are the professional. Using self-reflection and respecting the provider’s position your future visits should be successful.