Your clients resist support from your team. How can you effectively manage their expectations?

1 Understand Resistance

Resistance from clients can stem from various sources, such as fear of judgment or a desire for autonomy. It's crucial to listen actively and empathize with their concerns. By acknowledging their feelings and providing assurance that their autonomy will be respected, you can begin to build trust. Ensure that clients are aware of the confidentiality of the support process and the non-judgmental stance of your team. This understanding can help to alleviate fears and open the door to acceptance of support.

2 Set Clear Goals

It's important to set clear, achievable goals with your clients. This involves collaborative planning where clients feel they have control over their support process. By involving them in goal-setting, you demonstrate respect for their input and empower them to take an active role in their journey. Ensure that these goals are specific, measurable, attainable, relevant, and time-bound (SMART) to help clients see a clear pathway to progress.

3 Communicate Value

Articulating the value of peer support is key to overcoming resistance. Explain how shared experiences can lead to deeper understanding and tailored advice. Highlight success stories without breaching confidentiality to show the potential positive outcomes. Make sure clients understand that peer supporters have been trained to listen and provide guidance based on their own successful navigation of similar challenges.

4 Offer Flexibility

Flexibility in the support process can greatly reduce resistance. Allow clients to choose the mode of communication they are most comfortable with, whether it's face-to-face meetings, phone calls, or digital messaging. Be open to adjusting the frequency and duration of support sessions to suit their needs and preferences. This level of personalization helps clients feel more in control and less like they are being forced into a rigid support structure.

5 Provide Education

Sometimes resistance is due to a lack of understanding about what peer support entails. Provide educational materials and sessions that explain the principles and practices of peer support. Clarify the role of peer supporters and how they differ from professional therapists or counselors. Education can demystify the process and dispel any misconceptions that might be causing reluctance.