Susan: Wished she had used SAVI more. Meeting with a few other therapists; became panic-y because of attacks. “It feels like you are the only one in this group that communicates with abruptness/in your face communication. The rest of us are getting along well. I don’t like this kind of direct communication.” Responded, but others felt like she was interrupting. “When we talk about finances, everyone should be here.” “I think it’s up to everyone if they want to be there or not.”
Ruth: Wished she had used SAVI to speak to daughter in a nicer way. Emotions got in the way of being reasonable, listening. Didn’t give daughter the opportunity to speak up. “You should have me as a priority and not someone else. I wish you had my back like I always have your back and I hope he is worth it.”
Kyla: Wishes she would have handled something differently. Daughter upset on purchase of cranberry juice. Said “It looked good and it’s free for you.” Wishes she would have said “Sorry, next time I will try to remember to get regular cranberry juice.”
Lindy: Had a “reasonable” argument. Spoke logically but with an angry tone. Topic of cutting onions and cooking them. “You don’t have to be in the kitchen. Why are you standing right next to me if it bothers you so much?” “I don’t think I’m going to engage with you right now.”
Ria: Tried to use SAVI with mother-in-law. Mostly silence now. How do you go from silence to re-establishing communication?
Held over from last time: Skillful Interruptions (did we do this?)
Ruth: 4 answering phones, clients look down on us and minimize capabilities, make sure they have a referral and are approved. Client needs multiple appointments and needs approval. Client didn’t have information needed, so can’t set up appointments without confirmation number. “Didn’t you make me sign something that says I’d pay if insurance isn’t approved?” Client has missed appointments in the past. Listens but wants to establish boundaries with clients. “What can I do to help? I can’t do that or I can do this…”
Saima: therapists have personal relationship with client, but clients are rude to reception because they have to establish policies, payments, etc.
Strategy: mirror their feelings, repeat policies while acknowledging their feelings; “This is what I can do for you…” establish what is in your power to fix things, “What I can do is place a call to LNI to make sure you are approved for treatment, then get back to you.”; paraphrase and negotiate a solution;