First Contact: client distress WK5

What is the definition of distress?

• "Something that a woman wears"

• “extreme anxiety, sorrow, or pain”

• "An experience of discomfort"

• "A state of confusion"

Which one is an example of someone NOT behaving in a way caused by distress?

• Using aggressive language or language not suitable for a public place.

• Arriving without an appointment demanding to see a particular worker.

• Waiting patiently in the waiting room and asking the receptionist to use the bathroom.

• Having intimidating body language towards the community worker.

Which is the WORST way to respond to a distressed client?

• By telling the client that you will assist them.

• With a calm attitude.

• With a professional approach

• By asking the client to calm down

Which one is NOT a typical response of a distressed client?

• calm and speaking with clarity

• angry and aggressive

• withdrawn and isloated

• tearful and sad

Which response to distress would be unacceptable?

• Crying in a session

• Not being able to talk to a counsellor

• Throwing a chair at a workers head

• Telling the worker that they don't want to continue with the service

Which factors may influence an individual’s display of emotional distress?

• Their family’s way of managing distress, e.g. persons who grew up in a household where distress was expressed by aggression and violence

• Level of emotional development

• Family supports

• All of these factors

Which consideration is NOT recommended when interacting with a person who is distressed?

• At all times ensure your, the client’s and the safety of others in the area. This is important to consider, especially in situations where the distress is demonstrated as aggression or violence.

• Ignore your organisation’s policies and procedures, help this person out however you can.

• Offer the person support or assistance as appropriate to your role and the services provided by the organisation.

• After listening to the person, assess what their needs are and if your organisation is unable to assist, refer the person to the appropriate agency or organisation.

What's the best thing you can say to a person in distress?

• . “Who do you think you are speaking to? You just have to wait like everyone else.”

• “Come on, it’s NOT that bad. Cheer up!”

• “Well, it was your fault that you got fined.”

• "I can see that you are going through a challenging situation. I am here to listen".

Which of these from the list would be most relevant for dealing with a distressed client from a culturally diverse background?

• 1,2,3,5

• 1,6,7,8

• 1,2,4 & 8

• 3,5,6 & 9

Complete this sentence:

It is important to remember that, as a first point of contact...

• it is not your job to solve things for people but to identify their needs and direct them to where these needs will be met.

• it is your job to solve things for people but to identify their needs and direct them to where these needs will be met.

• it is not your job to talk to anyone

• it is your job to meet the needs of the client