Você se depara com a ambivalência do cliente. Como você pode descobrir suas perspectivas de forma eficaz?

To effectively uncover a client’s perspectives using Motivational Interviewing, express empathy by actively listening and reflecting their feelings to build trust. Develop discrepancy by helping clients see the gap between their current behavior and their broader goals, highlighting the need for change. When encountering resistance, avoid confrontation; instead, acknowledge their concerns and explore them collaboratively. Support self-efficacy by emphasizing the client’s strengths and past successes, which boosts their confidence in making changes. These strategies foster a supportive environment that encourages clients to articulate their motivations and resolve ambivalence.

The most important thing is: You. Know thyself! Feel your own ambivalence: -when it comes to the topic your client is confronted with. -when it comes to your own expectations regarding the counselling outcome Most often we ca not be with our own ambivalence. When we are able to be with it ourselves and stop seeing it as something "bad" that has to be transformed or diminished, we are free to accompany other's on their journey. Ambivalence is part of being human. In addition: Recognize the state of your nervous system and stay as regulated as possible, while engaging with your client. Thus you can be compassionate, but not too empathetic. You have to tace care of yourself, thus it can be about them. Not about your ego or own aspirations.

Ask open-ended questions that encourage the client to talk about areas of their life that are uncomfortable, but that will ultimately lead to them feeling better by working through them.

Amplifying ambivalence from motivational interviewing is one route to take. I believe it is important to understand not to hide from the ambivalence. An example may be stating the two opposing sides to the ambivalence, asking what the individual thinks about both sides and lean into how both sides either align or don't align with core values. In this way, we are curious rather than confrontational about the ambivalence and highlight the importance of exploring both sides of where they are on an issue. This is especially true with substance use concerns, as these challenges often go against values a person has, such as community, contribution, and integrity.

This is my take on this question and how I approach this situation in my practice: 1. Express Empathy: Begin by creating a non-judgmental, accepting environment. This helps the client feel safe to explore their ambivalence without fear of criticism. Reflective listening is crucial here, as it demonstrates understanding and acceptance of the client’s feelings and perspectives. 2. Develop Discrepancy: Help the client explore the differences between their current behaviour and their broader goals or values. This involves gently guiding them to articulate how their ambivalence or current behaviours may be misaligned with their desired outcomes. Use open-ended questions to encourage them to express these discrepancies in their own words.

When there is ambivalence with a client, I work with them to understand why: - When discussing the topic, I ask probing questions like "what have you tried before? What has worked? What hasn't worked?" - I try taking them outside themselves, using hypotheticals "how might you help a friend with..." - Maybe they are not ready yet! Ask them if they want to table the topic. Sometimes clients will continue running the idea in the background, but removing active focus allows the client to feel less pressured, and more in control.

Using the basic counselling skills, perhaps ask the client if they remember their first session and what motivated them to contact you in the beginning of your theraputic relationship. From my experience it can be quite common to go through periods of ambivalence or complacency. Exploring what initially motivated them can help bring them back into their process.

Journaling. At times when client ambivalence is observed, the client is confused and is unable to express what he/she is feeling. In such cases, the client can be advised to start writing down whatever thoughts that are running through and what goals they have in pointers, this helps to de-clutter the chaos and help focus on each issue at a time.

Quando lidamos com clientes, é comum nos depararmos com a ambivalência de suas opiniões e perspectivas. Isso pode tornar a comunicação e a resolução de problemas um desafio, já que nem sempre é fácil entender as suas necessidades e desejos de forma clara. No entanto, é fundamental para o sucesso de qualquer negócio aprender a descobrir as perspectivas dos clientes de forma eficaz. Uma maneira de descobrir as perspectivas dos clientes é através da empatia. Colocar-se no lugar do cliente, tentando compreender as suas motivações, preocupações e desejos, pode nos ajudar a ver as situações sob uma perspectiva diferente e a encontrar soluções que atendam às suas necessidades de forma satisfatória.

Easy....understanding and loving your job... The old and known sentence " the client is always right" and even when he/ she is wrong... doing everything you can to make things right... remembering that you are there to provide the best experience and you are committed to the job...it is amazing!!! Life and work place would be boring if we didn't have challenging costumers to deal with.. my advice - take them as challenges and at times you will find great opportunities to teach some people to become better human beings... SMILE :)

It would be ideal if the client is ready to learn you in some area, that demonstrate and emphase your listening skills - foreign word pronounciation is a good example.

Depends on the stage of therapy you are in. In the beginning of therapy it may be necessary to assess whether rapport and trust has been adequately established prior to challenging the client with MI skills. If rapport and trust are genuinely built, use of a gentle challenge, using MI with a sense of humor is often very effective.

Establishing a trusting relationship is crucial. Show genuine interest and empathy towards your clients. A strong rapport creates a safe space for them to express their concerns and hesitations openly.

Clients labeled as 'ambivalent' are often simply holding on to behaviours or beliefs that have worked for them in the past. When working with ambivalence, ask yourself: what might be the (perceived) benefits of the old behaviour? Sometimes, reducing ambivalence is as simple as understanding the client’s past experiences and acknowledging the comfort or safety that the "unwanted" behaviour provides. ➡️ As I often say: We cannot bypass the need to feel seen as we are, to arrive to become someone better.

I’ve found that the active listening is the quickest way to build rapport with patients. It has been said, “People don’t care what you know, until they know you care”. When patients are listened to, they feel the provider cares about what they are saying, even if no immediate solution is provided. I often use the technique if Rephrasing or reflecting back statements before responding with my own questions. The statement may begin something like “So that I’m sure I understand correctly, I hear you saying… Is that correct?” I then listen to ensure I understood the patient before offering a thoughtful explanation. Many of patients are pleasantly surprised by such a simple act of listening.

Build rapport is the key in any circumstance because we can measure how engaged is the another person with Us, also in every relationship.

Building rapport is essential when dealing with client ambivalence, as it involves creating a connection of trust and empathy. This can be achieved through genuine empathy, clear communication, mirroring body language and tone of voice, sharing experiences, transparency, and a collaborative approach. Rapport helps the client feel comfortable discussing their doubts and uncertainties, enabling them to make decisions with greater confidence and clarity.

A double-sided reflection attempts to reflect back both sides of the ambivalence the patient experiences. It switches their tried everything to willing to dive deeper.

Encourage clients to talk about their desire, ability, reasons, and need for change. Ask open-ended questions that prompt them to consider the benefits of making a change. For instance, “What would be different in your life if you made this change?”

Verandertaal stimuleren dus. Zorg er voor dat cliënten antwoord gaan geven waarbij zij bijvoorbeeld veranderingen uit het verleden aanhalen. Je kunt denken aan voorbereidende verandertaal, daarin staan concrete stappen naar verandering. Belangrijk is als hulpverlener ook hoop te verschaffen. Bij verandertaal kun je denken aan 'willen'. Ik wil mijn kleinkinderen zien opgroeien. 'kunnen', vroeger kon ik ook stoppen met snoepen, dan kan ik ook stoppen met roken. Redenen: 'ik wil stoppen met roken omdat ik dan niet uit mijn mond stink'. Noodzaak: 'ik wil stoppen met roken omdat ik anders niet meer kan ademhalen'.

One of the ways I often elicit change talk in my obesity medicine clinic is utilizing change talk by utilizing a change ruler. I might ask “what is your goal weight”. For an example, they might say “I want to lose 20 lbs”. I might then ask “What is the reason you decided on losing 20lbs and not 10lbs?” This opens dialogue for the patient to discuss the change that 20lbs would make in their life and their health, this effectively eliciting change talk.

A escuta reflexiva é uma técnica eficaz para lidar com a ambivalência do cliente, pois envolve ouvir atentamente e refletir de volta o que foi entendido, tanto em termos de conteúdo quanto de emoções. Isso ajuda a clarificar dúvidas, construir confiança, identificar prioridades e desarmar defesas, incentivando o cliente a refletir sobre suas próprias preocupações e tomar decisões mais conscientes. Através da escuta reflexiva, o cliente se sente compreendido e apoiado, o que facilita a resolução de sua indecisão.

I find that reflective listening not only confirms that you are invested in understanding, it can also help clarify any areas where you are unclear. Most consumers will let you know if you didn't get something right as you reflect back what you heard. This is the best time to try to reflect back any feelings that you heard in their message, which can be really validating - especially if they feel like no one listens to them.

Listen actively and reflect back what you hear. This demonstrates understanding and helps clarify the client’s thoughts and feelings. Reflective listening can also highlight discrepancies between the client’s current behavior and their broader goals or values.

A client may initially seem ambivalent or hesitant to further discuss an issue. However, this does not automatically mean that they have no opinions about it in one way or another. Through actively listening and reflecting when appropriate, the Listener validates the client's thoughts and feelings while demonstrating authentic engagement and attention. Sometimes, hearing one's thoughts or words reflected back, presented in a slightly different way but with the same meaning, can lend clarity when initially it seemed there was none. Client's trust their vulnerability more to a listener who is attention, compassionate, and accepting.

É importante ressaltar os pontos fortes da empresa e dos produtos ou serviços oferecidos. Ao destacar as vantagens e benefícios que podem atender às necessidades do cliente, é possível despertar seu interesse e motivá-lo a tomar uma decisão de compra. Mostrar que a empresa se preocupa com a satisfação do cliente e está disposta a oferecer soluções personalizadas pode ser um diferencial na hora de conquistar a confiança e a lealdade do cliente. Ao usar técnicas de escuta ativa, empatia e destaque dos pontos fortes da empresa, é possível descobrir as perspectivas do cliente de forma eficaz e estabelecer uma relação duradoura e satisfatória.

Relating the client's strengths when dealing with ambivalence is effective in boosting their confidence and clarity in decision-making. Highlighting their skills, past experiences, and personal values helps align the choice with what is important to them. This turns indecision into an opportunity for empowerment, making the decision-making process more positive and secure.

Recognize and affirm the client’s strengths and past successes. This boosts their confidence and reinforces their belief in their ability to change. Statements like, “You’ve shown great resilience in the past,” can be very encouraging.

Building self efficacy, I’ve found, makes managing chronic illnesses simpler. After motivational interviewing, establishing rapport and reflective listening, patients are often open to hearing any advice the expert has to offer regarding their predicament. When the information is not forced or advised, but rather offered, they sometimes return having implemented changes they thought they couldn’t. Whether it was cutting back from 1 pack of cigarettes to 1/2 pack, adding walking into their schedules, or cutting down on soda or switching to diet, those small changes have a big impact on their health over time. When the changes are acknowledged, or celebrated even, they become more autonomous and motivated to persist.

Periodically summarize what has been discussed to reinforce key points and ensure mutual understanding. Summaries help clients see their progress and reinforce the motivation to continue working towards their goals.

Decision making process needs logic. Decision making needs emotion. All buying decisions people make are based on the emotion they will experience using your product or service. Be curious enough to get their context. Be empathetic with everything they share and this will be trust. Trust comes when you hit the show me that you know me button that all of us have in our brains, as P.M. Jones says. Now doing so you’ve earned the right to recommend your solution to their problem which is your product or service. That when you can make the big bold ask by showing them what their purchase will make them feel.