Reference no: EM133429922

You have been a part time employee at Lillypad community centre for six months, and you have limited experiences beyond this job. During your time at the centre, you have not received any training in conflict resolution or de-escalation strategies, and before this situation, you have not experienced an angry or confrontational client before. You are approached by a client named Lachlan, who has told you they are feeling unwell from an unsettling experience and they need to talk with their counsellor, who they have been seeing for an extended period. You explain to the client that the counsellor they usually see is busy right now, but that you are a counsellor and are free to see them if they would like. The client agrees, and you begin the session by asking them what they would like to discuss today. They are diverting the conversation by instead asking if you are a real counsellor or not, to which you respond calmly with your qualifications and previous experience. However, the client is reluctant to listen and instead becomes agitated. They start insulting you, and when you try to keep them calm, they respond by yelling louder, becoming more and more angry.

Use the Gibbs cycle to reflect on the situation. Include the following considerations in your reflection:

1. Consider the event in the case scenario that you may not have handled well or thought there may have been other ways to handle them.

2. Describe your feelings about that issue or your emotional response.

3. Evaluate the response: was it a good response, a bad response, or something in between.

4. Draw conclusions about the situation: why it happened and the outcomes.

5. Specific conclusion: this is about your actions and responses to the situation.

6. Develop a personal action plan: what do I need to do or learn to modify my actions or change outcomes.