Crisis
Case Study 2 is about Mr. Jones, the "fragile adult." Recently, a neighbor has brought attention to a case involving Mr. Jones and has asked for a crisis worker to help. Mr. Jones is an elder who lives alone, but whose son has been seen occasionally visiting. The neighbor and Mr. Jones go have coffee together regularly, but Mr. Jones has not wanted to meet in two months and no longer invites the neighbor inside the house. The neighbor claims that there are new bruises on Mr. Jones's face. The crisis worker should employ the ABC model in this case.
The ABC method of crisis intervention is a three-stage process for a brief and focused procedure. Although there are three distinct steps, the text points out that it is sometimes necessary to use the interview components of each step at any time in order to achieve goals (p. 2). Thus, it is important to remember that the ABC model is not linear in nature, but more like a "tapestry" style intervention (p. 1). The first element of the ABC model is establishing rapport and initiating the therapeutic relationship. This entails maintaining contact with the client via active listening. Next, the problem is identified and focused so that appropriate interventions can be developed. Finally, coping mechanisms are introduced to help the client address the core elements of the crisis that were elucidated. The therapist helps the client to develop a long-term solution to the crisis once the therapeutic relationship has been terminated.
Establishing rapport is the first step in the ABC model. The crisis worker will attempt to contact Mr. Jones, which is an important and necessary step. Mr. Jones has withdrawn from his social life lately, which is why the neighbor has approached the social workers. Because of this, it could be difficult to establish rapport with Mr. Jones. Building rapport means engendering trust. The client, Mr. Jones, needs to know that the social worker is an objective and neutral party that can be trusted to maintain confidentiality. Moreover, the crisis worker is not there to give advice but to listen. Mr. Jones can therefore feel safe with the crisis worker, in a way that perhaps he does not with the neighbor. The neighbor may have prejudgments, or may use a tone of voice that only serves to help Mr. Jones withdraw. The crisis worker can help by using soothing tones of voice, which assuage Mr. Jones's fears (p. 3). Furthermore, the crisis worker uses the tools of active listening to encourage the establishment of rapport with Mr. Jones. Active listening involves paraphrasing what Mr. Jones has said, so that he knows the counselor is listening objectively and without judgment.
However, it is critical to understand cultural and ethnic variables that might impact the exact types of nonverbal and verbal communication styles to use that will help with rapport building. Mr. Jones is a senior white male, of northern European ancestry. This cultural variable will be taken into account. According to the text, "European-Americans tend to value a quiet, controlled vocal style; other groups may see this as manipulative or cold," (p. 4). The social worker must remember that European-Americans have certain expectations regarding signs of respect and authority, including the use of eye contact. Rapport depends on cultural sensitivity, which is why the crisis worker should do some background research to understand how to best approach Mr. Jones.
During the rapport building process, the crisis worker also begins the questioning that will help Mr. Jones. Some closed-ended questions are necessary for information gathering. For example, the crisis worker might ask, "Do you have any family members who see you regularly?" This would elicit a yes/no response from Mr. Jones. A follow-up question would be "who," if Mr. Jones did not volunteer that information himself. According to the text, open-ended questions are best for gathering the core information about the crisis because closed-ended questions tend to "bog down" the interview and result in a lack of flow (p. 4). Thus, open-ended questions are preferable. The open-ended questions encourage the client to do most of the talking. The crisis worker can then ask follow-up questions to clarify issues and facts. Questions that begin with "what" and "how" can be more effective than questions that begin with "why," simply because "why" questions may seem to imply judgment and therefore can easily make the client defensive (p. 4).
Open-ended...
Our semester plans gives you unlimited, unrestricted access to our entire library of resources —writing tools, guides, example essays, tutorials, class notes, and more.
Get Started Now