When working with newcomers, service providers often need to engage in conversations on sensitive and challenging topics. This guide accompanies Switchboard’s webinar and provides context and tips for calm, effective, and trauma-informed conversations with clients.
Service providers regularly find themselves struggling to communicate matters out of their control to clients, who can feel disappointed that life in the U.S. does not meet their expectations. Although service providers are not responsible for these challenges, they often serve as the messengers. Economic challenges can feel particularly sensitive to clients, as they are tied to feelings of self-worth and dignity. Meanwhile, providers are managing their own stressors, including large caseloads, prolonged exposure to clients’ trauma, and burnout.
