Housekeeping
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at the top of the page, and your question will be answered in the order it
was received during the Q&A part of the webinar. You must delete your
first question before you can ask a second question.
O Please note: We will do our best to answer all the incoming questions
in the time we have allotted for Q&A. Should your question not get
answered, we will post the question and the answer on
www.nami.org/eduhelpdesk.
For audio, please call:
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Code: 492-202-3620
NAMI State Organization Program
Directors’ Webinar
For audio, please call:
1-888-858-6021
Code: 492-202-3620
How to Handle Conflict and Challenging Situations
January 16th, 2014
Today’s Moderator
Julie Erickson, Program Manager
NAMI Family Support Group
NAMI In Our Own Voice
For audio, please call:
1-888-858-6021
Code: 492-202-3620
Today’s Agenda
1. Housekeeping & announcements
2. Non-certification
3. De-certification
4. Questions
5. Other challenging situations?
6. Next PD Call Topic
For audio, please call:
1-888-858-6021
Code: 492-202-3620
Housekeeping
O All lines have been placed on mute to reduce background noise
O If you have any questions, please click on Q&A on the LiveMeeting toolbar
at the top of the page. You must delete your first question before you can
ask a second question.
O TEST: type your name in the Q&A box.
O Due to the short timeframe, we will be waiting to answer questions
until the end of the meeting during the Q & A segment.
O For best results, please close all other programs running on your
desktop.
O To maximize today’s presentation on your screen,
For audio, please call:
press F5.
1-888-858-6021
Code: 492-202-3620
Announcements from NAMI
1. 2014 Manuals and Page Change
2.
3.
4.
5.
Documents now available!
NAMI Store
Program Listing Survey closes February
NAMI 360
The New Executive Director, Mary Giliberti,
will join us for the next call!
For audio, please call:
1-888-858-6021
Code: 492-202-3620
Peaceful Non-certification
Deanna Ross, National Trainer
NAMI Connection, NAMI In Our Own
Voice and NAMI Peer-to-Peer
For audio, please call:
1-888-858-6021
Code: 492-202-3620
What is a Peaceful
Non-certification?
A conversation trainers have with a
trainee that explains why the trainee
cannot be certified. A focus on the
person’s strengths while expressing your
concerns can result in a peaceful noncertification.
For audio, please call:
1-888-858-6021
Code: 492-202-3620
Poll: Program Trainee
What are Some of the Reasons a
Trainee Would Not be Certified?
O Does not demonstrate understanding of the model or
O
O
O
O
program
Does not contribute to group safety
Is focused on a directive model (giving advice, acting
as a therapist)
Is self-focused and unable to create a space for all to
share
Refuses to be faithful to the model or program (fidelity)
For audio, please call:
1-888-858-6021
Code: 492-202-3620
How Do I Have A Peaceful
Non-certification?
Use the 12 Step Process. But first:
When you recognize a trainee may be unable to be
certified, it’s time to document specifics of why the
trainee cannot be certified. It’s difficult to argue with
facts.
In most cases, you have 1 ½ - 2 days to observe before
making a final decision. Make notes as you train.
For audio, please call:
1-888-858-6021
Code: 492-202-3620
How Do I Have A Peaceful
Non-certification?
Prepare yourself. Have your notes.
Ask an open-ended question.
Listen deeply.
Reflect what the person has said – affirm
objectively.
5. Tell the person what they are doing well.
6. Respectfully tell the person what you noticed
during training using specific examples that
concern you.
1.
2.
3.
4.
For audio, please call:
1-888-858-6021
Code: 492-202-3620
How Do I Have A Peaceful
Non-certification?
7.
8.
9.
10.
11.
12.
Allow the trainee to respond.
If necessary, restate your reasons for non-certification.
Restate the positive qualities you’ve noticed in the
trainee.
Offer options in place of non-certification.
Ask the person if they’d like to stay for the rest of the
training.
Tell the person you will need their training materials
before training ends.
For audio, please call:
1-888-858-6021
Code: 492-202-3620
Best Practices When Having A
Peaceful Non-certification
O Always have someone with you.
O Do a peaceful non-certification the morning of the last
O
O
O
O
day of training BEFORE training begins.
Thank the person for their commitment to participate.
Allow the person to be heard and be firm with your
decision.
Offer options.
Debrief the group if the person decides to leave.
For audio, please call:
1-888-858-6021
Code: 492-202-3620
Different Levels of
Responsibility
State Trainers
NAMI Affiliate
or State PD
NAMI State
Organization
NAMI
For audio, please call:
1-888-858-6021
Code: 492-202-3620
1. NAMI State Trainers
O Collect all documentation related to the issue or
behavior that is concerning
O Have a conversation with the NAMI State or Affiliate
Program Director hosting the training to relay
information about the inability to certify the trainee
O If non-certification is deemed necessary, sit down with
the trainee and explain the rationale for the decision
following the 12-step process
O Document the decision
For audio, please call:
1-888-858-6021
Code: 492-202-3620
2. NAMI State or Affiliate
Program Director
O Discuss with the State Trainers their reason(s)
for non-certification
O Discuss volunteer opportunities, future
trainings (if appropriate), or other possibilities
with the trainee
O If the State Trainers decide on provisional
certification, the NAMI State or Affiliate PD
should determine the next steps to be taken
post-training, with guidance from the Trainers
For audio, please call:
1-888-858-6021
Code: 492-202-3620
3. NAMI State Organization
O Reinforce the decision, if needed
O Assist by providing mediation between the
trainee and the NAMI Affiliate or State PD
O Notify the appropriate NAMI Program
Manager at NAMI about the situation
For audio, please call:
1-888-858-6021
Code: 492-202-3620
4. NAMI
O Provide guidance to the NAMI State
Organization when needed
O Reinforce the authority of the NAMI State
Organization to not certify any trainee
according to the specific objective criteria
listed above
O Manage any complaints directed at NAMI as
a whole
For audio, please call:
1-888-858-6021
Code: 492-202-3620
Peaceful De-certification
Suzanne Robinson, Senior Program Manager
NAMI Family-to-Family and NAMI Homefront
For audio, please call:
1-888-858-6021
Code: 492-202-3620
What is Peaceful
De-certification?
A conversation between a Program
Director and a trained volunteer in which
the volunteer is asked to take a break
from teaching, presenting or facilitating.
Depending on the severity of the situation,
they may need to be formally de-certified.
For audio, please call:
1-888-858-6021
Code: 492-202-3620
Poll: Program Leader
What are Some of the Reasons a
Volunteer Would be De-certified?
O Refuses to maintain fidelity to the program
O Refuses to adhere to Program Policies
O Refuses to adhere to agreed-upon Group
Guidelines
O Refuses to follow the Code of Conduct
O Threatens the group or his/her co-facilitator,
teacher, or presenter
For audio, please call:
1-888-858-6021
Code: 492-202-3620
Different Levels of
Responsibility
Individual
NAMI
Affiliate
NAMI State
Organization
NAMI
For audio, please call:
1-888-858-6021
Code: 492-202-3620
1. The Individual Providing
Rationale for De-certification
O Have a conversation with the NAMI Affiliate
Program Director or Executive Director
relaying information about the need to
de-certify the individual
O Collect all documentation related to the
issue or behavior
O This could be a co-facilitator, teacher or
presenter
For audio, please call:
1-888-858-6021
Code: 492-202-3620
2. NAMI Affiliate
O Investigate claims made for de-certification of
the individual
O If de-certification is deemed necessary, have a
conversation with the individual explaining the
rationale for the decision
O Document the decision
For audio, please call:
1-888-858-6021
Code: 492-202-3620
3. NAMI State Organization
O Reinforce the decision, if needed
O Assist by providing mediation between the
individual and the NAMI Affiliate
O Notify the appropriate NAMI Program
Manager at the NAMI about the situation
For audio, please call:
1-888-858-6021
Code: 492-202-3620
4. NAMI
O Provide guidance to the NAMI State
Organization when needed
O Reinforce the authority of the NAMI State
Organization to de-certify any program
volunteer if deemed necessary, according to
the specific objective criteria listed above
O Manage any complaints directed at NAMI as
a whole
For audio, please call:
1-888-858-6021
Code: 492-202-3620
In both non-certification and
de-certification, remember:
O Know the facts about what happened and
what needs to happen
O Have documentation prepared and readily
available
O Do not get caught up in the emotions of the
situation; this can easily derail the
discussion
O Focus on the facts of the particular incident
or behavior that concerns you but don’t
debate the details
For audio, please call:
1-888-858-6021
Code: 492-202-3620
In both non-certification and
de-certification, remember:
O Speak directly: “I am concerned about the following
and this is why…”
O Explain the consequences of the actions that
concern you
O Ask the person to talk about any difficulties they
might be experiencing as a trainee or in their position
as a volunteer program leader; often times these
difficulties parallel the concerns held by the affiliate
O Ask them if they remember the specific incident or
behavior that initiated the concern
For audio, please call:
1-888-858-6021
Code: 492-202-3620
In both non-certification and
de-certification, remember:
O Keep it light so that the individual doesn’t
feel exclusively at fault
For audio, please call:
1-888-858-6021
Code: 492-202-3620
Questions about
non-certification and
de-certification?
Phone line is open
For audio, please call:
1-888-858-6021
Code: 492-202-3620
Other Conflict or
Challenging Situations?
For audio, please call:
1-888-858-6021
Code: 492-202-3620
Poll : Next PD call
THANK YOU
for your participation!