Stress?
Stress is something we're all familiar with, but it can be quite a complex topic. In this section we are going to explore the cumulative nature of stress, our capacity to cope with stress, and how anger, anxiety, and sadness are natural responses to overwhelming stress.
Welcome to the Course!
Introduction to Stress0:56
The Stress Spectrum
The Perceived Stress Scale00:00:00
Walking Through Water2:06
Paul and Shira
Answer Key: Paul and Shira
The Window of Tolerance2:25
Fight, Flight or Freeze2:18
The Rainbow of Emotional Regulation
Check Your Understanding
Accountability
Key Takeaways
The EVEN Approach?
When clients express anger, sadness, sadness, or apathy it can be helpful to use the EVEN approach. EVEN stands for Empathize, Validate, Encourage, and Negotiate. This section will introduce how to use the EVEN approach in your day-to-day work.
Introduction6:48
Empathy5:59
Answer Key: Which statements are empathetic?
Validation3:46
Which statements are validating?
Answer Key: Which statements are validating?
Encouragement2:33
Which statements are encouraging?
Answer Key: Which statements are encouraging?
Negotiation2:24
The EVEN Cheat Sheet
Conversation Map
Which statements are empathetic?
Anger?
This section will teach specific considerations and approaches for navigating calls with angry clients.
Signs of Anger2:38
Overcoming Barriers to Empathy and Validation2:29
Compassioniate Boundaries2:36
A Formula for Compassionate Boundaries
A Conversation with Rob00:00:00
Listen and Clarify
Slowing the Pace1:14
Delivering Bad News
A Conversation with Ella00:00:00
Anxiety?
This section will teach specific considerations and approaches for navigating calls with anxious clients.
Signs of Anxiety2:44
Shades of Grey
Reframe
A Conversation with Omari00:00:00
Examining the Evidence
De-catastrophizing
A Conversation with Yara00:00:00
Sadness?
This section will teach specific considerations and approaches for navigating calls with sad clients.
Signs of Sadness1:14
Avoid Toxic Positivity
Self-Compassion
Small Steps
Convey Hope
A Conversation with Chris00:00:00
Comprehensive Conversation Guide