WELCOME TO THE PROBLEM SOLVING PROCESS IN

CONSUMER CENTERED FAMILY CONSULTATION

Hosted by:

The Family Institute for Education, Practice & Research

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AGENDA

Welcome

The Problem Solving Process in Consumer Centered Family Consultation

How to Introduce the Problem Solving Process to the Consumer and Family

A Detailed look at the Problem Solving Six-Step Process

Questions and Answer Session

OVERVIEW: PROBLEM SOLVING PROCESS

6-step process borrowed from the business community

Helps to organize potentially emotionally laden material into a step-by-step, sequential process

Allows the consumer, family, and others to talk about and explore details in the decision making process

Assist all the parties involved with devising a plan of action to address a problem or challenging situation

Solve problems in a systematic way can lead to better outcomes

HOW TO INTRODUCE THE PROBLEM SOLVING PROCESS

Tell everyone about the process Most people want to know “what can we

do?” or “what should we do?” – here’s a way to help that’s proven to work

Evidence based – lots of research Some of the most challenging problems

can be broken down into pieces and addressed

Suggest that the problem solving process can help everyone in the family/system.

Ask if people want to set aside a CCFC meeting for problem solving.

INTRODUCING THE PROBLEM SOLVING PROCESS (CONT’)

Let people know that the process can be helpful because it’s:

Designed to help deal with stress/stressors

Designed to reduce tension and stimulation

Designed to increase predictability and calm in the environment

The process can be discussed with consumers in advance of sharing them with family/supports (e.g., during the pre-planning meeting)

INTRODUCING THE PROBLEM SOLVING PROCESS (CONT’)

Conducting the process with support people should be considered a strategy for helping consumer achieve his/her specific goal(s)

Let everyone know that problem solving does not always result in a guaranteed solution. Yet, also instill hope that the process can be helpful.

Reinforce the idea that “we are all putting our heads together to come up with solutions”

THE DETAILS

IMPORTANT: BEFORE STARTING THE PROBLEM SOLVING PROCESS, THE PRACTITIONER SHOULD GIVE AN OVERVIEW OF THE PROCESS AND EDUCATE PEOPLE ABOUT

WHAT TO EXPECT

STEP ONE:DEFINE THE PROBLEM, CONCERN OR GOAL

The consultant will typically… Ask the consumer and family to talk about

their concern, a problem or a goal. This may happen naturally.

Listen carefully and ask questions.

Get everybody’s opinion.

Write the concern, problem or focal point in a way that best defines it in a solvable way.

STEP ONE (CONT’):TIPS FOR DEFINING THE PROBLEM

Select only 1 problem and stick with it

Narrow things down, and pick a manageable aspect

Concentrate on behavior

Consider wording: What can X do to help Y to Z ? Example: What can mom do to help John remember to take his medications without it seeming like she’s nagging him?

STEP TWO: LIST ALL POSSIBLE SOLUTIONS – “BRAINSTORMING”

The consultant should… Stress that this is a brainstorming section of the problem

solving process and no pros and cons should be discussed at this time

Note: Instruct people to only suggest a solution that could be tried over the next two weeks

Ask the consumer and family for all of their ideas on how their concern, problem or goal could be addressed or solved

Encourage them not to dismiss things they have tried already and not to judge their possible solutions as being silly, etc.

Put down all ideas, even ones people may not agree with

STEP TWO: LIST ALL POSSIBLE SOLUTIONS (CONT’)

The consultant should… Try to get everybody to come up with at

least one possible solution

Participate and offer possible solutions

Remark that this is meant to be a casual, relaxed process and the family and consumer should allow themselves to be free to share any idea without fear of judgment or failure (practitioner should model this)

Mention that many creative ideas can come from this step of the problem solving process

STEP THREE: DISCUSS EACH POSSIBLE SOLUTION THAT WAS MENTIONED DURING THE BRAINSTORMING SESSION

Once the list of possible solutions has been produced, the Family Consultant leads a discussion with the consumer and family about the main advantages and disadvantages of each item from the list of possible solutions (pros and cons).

L I S T O F P R O S A N D C O N S

Pros Cons

_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Recommendation: Do the pros and cons of the first possible solution, then move on to discussing the pros and cons of the next possible solution. *Tip: Do not do all of the pros for the solutions and then all of the cons.

STEP FOUR: CHOOSE THE “BEST” SOLUTION THAT FITS THE SITUATION

The Consultant encourages the family to choose the solution or solutions that they believe can best solve the problem.

During the process the Consultant also could encourage the family to delete any solutions they know they would not be willing to implement under any circumstances.

STEP FIVE: PLAN HOW TO CARRY OUT THE BEST POSSIBLE SOLUTION

This is the step where the Consultant helps the consumer and family / supports go into detail about how to carry out the plan. The consumer and family would determine any resources needed and major pitfalls they would need to overcome. The clinician will:

Guide the process (ask the questions below)

Assist the consumer and family

Leave time for review

Give the consumer and family a copy of the step-by-step plan

Who:______________________________________________

What:_____________________________________________

When:_____________________________________________

Where:____________________________________________

Other:_____________________________________________

IN OTHER WORDS… TAKE ACTION!

1. An action plan is developed for the chosen suggestion(s).

2. Tasks are identified and assigned.

3. Consensus is achieved prior to leaving the meeting.

4. The plan is reviewed at the next meeting to determine success or the need for further problem-solving.

STEP SIX: REVIEW IMPLEMENTATION AND PRAISE ALL EFFORTS

At a follow-up consultation meeting, the consultant would focus on the achievements the consumer and family experienced.

Review the plan and make any revisions as necessary.

Always accepts responsibility for any failure the consumer and family experienced to help alleviate any further sense of demoralization or hopelessness they may have experienced.

COMMON PITFALLS (TO AVOID) Going too fast (the process typically takes at least 30 minutes)

Allowing the conversation to jump from one topic/problem to another

Selecting a solution but not following through with a slow, practical discussion of the plan for next steps

Deciding upon on plan in which the consumer does not agree to “try it”

Deciding upon a plan in which the family/supports do not agree to “try it”

Allowing anyone to blame any person in the family for an unsuccessful outcome once the strategy is attempted and reviewed at a next meeting

OTHER SUGGESTIONS

Go slow, and don’t hesitate to revise your own work/writing

Maintain a hopeful attitude – all in the room will see your example

Be sure any critiques or criticism of ideas during brainstorming are addressed (e.g., “there are no wrong answers here”)

Keep the mood as light as possible

Remember that you, the practitioner, can be a part of the action plan

QUESTIONS, ANSWERSAND DISCUSSION

THANK YOU FOR BEING WITH US TODAY

The slides in this webinar will be made available on our website at www.nysfamilyinstitute.org

Next event for PRACTITIONERS will be on Family Education about psychosis and will be held on June 11th & 12th from 3:00pm-4:00pm

Next webinar series for QITs will be on CCFC and the intake process and will be held on June 4th & 5th from 3:00pm-4:00pm