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Práce s agresí - malé postřehy z kurzu

08.02.2011 | Sekce: Ostatní

Autor: Sdružení Podané ruce, o.s.

Pár poznámek z kurzu práce s agresivním klientem. Základní pravidla sepsaná v několika bodech. Jak postupovat, když klient začne být agesivní. Plus malý testík.

 

                                          Práce s agresí

                                   (Krizová intervence - Remediun, MUDr. Zajíc, PhDr. Hajný)


MALÝ TESTÍK NA ZAČÁTEK

 

Zvolte možné odpovědi z nabízených, tak aby jste  rozzlobeného klienta zklidnil(a), tedy svou reakcí snížil(a) jeho agresi.

 

Klient: „Ta Vaše kolegyně je pěkná kráva!"

 

Vy:

a)      „Co si to dovolujete!"

b)      „To se mě dotýká."

c)      „Vidím, že se zlobíte."

d)     „Vidím, že máte pořád problémy se vztahy."

e)      „Sedněte si."

f)       „Co se děje, co se stalo?"

g)      „...."

h)      „Vy tedy máte dneska náladu!!??!"

i)        „To je možné, máte právo si to tak myslet."

j)        „A co včera hokej?"

k)      „Počkejte musím si něco zapsat ..."

 

Na konci dokumentu najdete výsledek 

 

 

NĚCO Z TEORIA A PRAXE

 

Co je důležité vědět, udělat:

  • za agresí je  skrytá bezmoc a zoufalství
  • svým chováním můžete klienta zklidnit nebo naopak
  • stanovte si v týmu krizový plán (co, kdy, jak ...)
  • zkuste si modelové situace v týmu, krizové plány, apod.
  • pokud je klient rozzlobený na vás a nic nepomáhá, předejte ho kolegovi ....
  • každou hrozbu bereme vážně a dle toho jednáme (krizový plán)
  • pokud klient zažil trauma, tak 6-8 týdnů má agresivní projevy

 

Kdy je těžké zvládnout agresi klienta:

  • Když klient narazí na naši vlastní nejistotu
  • Pokud slovně útočí na nás než na jinou osobu

 

Základní pravidla ve 4 bodech u klienta, který přijde v krizi:

 

  • pojmenovat emoci „Vidím, že máte zlost ...." Vidím, že máte strach ...."
  • zkusit zjistit situaci : Chtěl by jste mi říct, co se stalo?
  • dát možnost volby: O čem  by jste chtěl mluvit?
  • zklidnit, uzemnit: : Zkuste se posadit, můžeme si o tom v klidu promluvit"

 

Další pravidla a principy práce s agresí

 

 1. aranžmá situace, krizový plán

  • Místnost - signální zařízení, uklidit rizikové předmětym (nůžky, ..,), mít volný únikový prostor, sedět blíže k únikovým dveřím, ...
  • Informace - pokud lze, shromáždit co nejvíce informací (zda již byl někdy agresivní, zda je pod vlivem, ...) - pokud ano, tak vždy by o tom druhý pracovník na směně měl vědět; pokud je to možné nezavírat dveře, vyvarovat se konfrontace, aj.
  • Protipřenos - zjistit si a sebereflektovat, jak my to máme s agresí naší a jak reagujeme na agresi z vnějšku

2. nekonfrontační přístup (co děláme)

  • informujeme - kdo jsem, kde je, o co jde, o jakou situaci jde
  • hovoříme srozumitelně, jasně, nahlas
  • komentujeme, co chceme udělat, vyžadujeme souhlas „Chci udělat toto ... nevadí vám to?"
  • nasloucháme, ujišťujeme se, shrnujeme: „Jestli jsem správně rozuměl ..."
  • dáváme moment volby, výběru: „Chcete si sednout nebo chcete chodit?"
  • vyjadřujeme empatii: „Vidím, že jste hodně rozzlobený ..."
  • vyjadřujeme zájem o klienta
  • přizpůsobujeme postoj a tělo (body language)
  • co nejméně konfrontační postoj
  • zrcadlení tělem = kopírovat pozici klienta (až poté, co je navázán kontakt)  - v neverbální komunikaci je to znak souhlasu
  • sledujeme emoční hnutí - strach, úzkost a POJMENOVÁVÁME (tím říkám klientovi, vidím to a mám o vás zájem): „Máte strach ....", „Máte zlost ...", „Cítíte se bezmocný ..."
  • Získáváme pouze klíčové informace, nepitváme se v detailech
  • Přeznačkováváme

 

Jak nepostupujeme při zacházení s agresí!!!

  • Nebagatelizujeme
  • Neponižujeme
  • Nehádáme se
  • Nechováme se naléhavě
  • Nechováme se agresivně
  • Nechováme se familiérně - poplácávání po zádech, ...
  • Nebereme osobně negativní poznámky

 

Pokud zvolíte jednu z těchto možností, nebo ji uděláte nevědomě, tak agresi zvýšíte!

 

 

 

Více z teorie není potřeba, protože pokud  zkusíte v praxi základní principy nekonfrontačního přístupu, tak to bude bohatě stačit, aby se Vám práce dařila. Důležité si je uvědomit, že svým chováním a reakcí můžeme velmi ovlivnit průběh situace s agresivním klientem. Good luck!

 

Výsledek testu:

 

 

Správné reakce, které nezvýší agresi u klienta jsou barevně označeny:

 

a)      „Co si to dovolujete!"                                   .................konfrontační styl

b)      „To se mě dotýká                                          .................autentický styl

c)       „Vidím, že se zlobíte"                                 ............... reflektující styl

d)     „Vidím, že máte pořád problémy se vztahy"  ...............interpretační styl

e)      „Sedněte si"                                                  .................neutrální, odtažitý styl

f)      „Co se děje, co se stalo?"                             ............... explorující, dávající prostor k ventilaci emocí

g)      „...."                                                               ................ mlčení

h)      „Vy tedy máte dneska náladu!!??!"              ................. ironizace

i)        „To je možné, máte právo si to tak myslet." ..............akceptace

j)        „A co včera hokej?"                                      ..................odvedení pozornosti

k)      „Počkejte musím si něco zapsat ..."             ..................odložení svých emocí


 

Komentáře

 

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