Lesson 2

• Lesson up
• Further Education (Key Stage 5)

Lesson2

;Define  basic tolerance and adaptability when dealing with diverse client needs, abilities, and moods.

Basic tolerance and adaptability involve the professional capacity to remain effective, respectful, and flexible across various client interactions, regardless of differences in background, capability, or emotional state. It requires a mindset of open-mindedness and a skill set that adjusts communication and service delivery to meet individual needs effectively. 

00:18

What is your Window of Tolerance ?

00:47

Why is important to be within your window of tolerance?

1. Respond appropriately to the demands of life
2. not important
3. would have problems responding to demands
4. None of the above

01:09

What can trigger your arousal ?

1. Bad news
2. Someone not cooperating
3. Extra work
4. Having to repeat yourself often

01:40

What happens when your Pre Fontal Contex shuts down

02:04

What happens to you when you are out of your Window of Tolerance?

1. Body posture changes
2. More stress
3. Disassociate
4. None of the above

02:24

Childhood Trauma can lower your Window of tolerance and heighten your state of arousal

1. Yes
3. No

03:00

List the things that can help to reduce stress and your hyper arousal state.

04:17

Thank you for listening

02:24

Child hood trauma can narrow your 

How to build trust with clients and families through effective communication, empathy, and professional boundaries

 Maintain clear boundaries: Define and  Put the client first: Prioritize their goals, autonomy, and safety in every interaction.

• Be transparent and proactive: Share updates, changes, and potential concerns before families ask.

• Balance empathy with professionalism: Acknowledge feelings while staying solution-focused and within scope.model professional limits (scope, time, privacy) consistently.

How to build trust with clients and families through effective communication, empathy, and professional boundaries

1. Structured introductions and roles

• Start every new client/family relationship with a brief, consistent explanation of who does what, how to reach the team, and escalation paths.

• Provide a written contact list and a short care team bio for families.

How to build trust with clients and families through effective communication, empathy, and professional boundaries

for families.

2. Active listening with reflective summaries

• During every visit or call, listen without interrupting, then summarize key concerns and confirm understanding (e.g., “What I’m hearing is…”).

How to build trust with clients and families through effective communication, empathy, and professional boundaries

3. Empathetic validation

• Validate emotions even when delivering difficult news (e.g., “I understand this is stressful for you; we’ll work through it together.”).

• Use person-centered language that honors the client’s history, preferences, and values

How to build trust with clients and families through effective communication, empathy, and professional boundaries

4. Regular, predictable updates

• Set and meet a regular cadence (per-visit notes, weekly emails, or brief teleconferences) with concise highlights: what changed, what remains, and next steps.

• Use a consistent format for updates to reduce cognitive load.

How to build trust with clients and families through effective communication, empathy, and professional boundaries

• Set and meet a regular cadence (per-visit notes, weekly emails, or brief teleconferences) with concise highlights: what changed, what remains, and next steps.

• Use a consistent format for updates to reduce cognitive load.

How to build trust with clients and families through effective communication, empathy, and professional boundaries

5. Plain-language communication

• Avoid medical jargon; explain what actions mean for daily routines, safety, and quality of life.

• When technical terms are necessary, provide quick definitions.

How to build trust with clients and families through effective communication, empathy, and professional boundaries

6. Timely responses and follow-through

• Establish a defined response window (e.g., acknowledge within 1 business day; resolve within 2 business days).

• Always close the loop: confirm what you will do, and then do it; report back on outcomes.

How to build trust with clients and families through effective communication, empathy, and professional boundaries

7. Documented care moments for traceability

• After each visit, share a brief note on what happened, any changes to the plan, and next actions.

• Keep notes factual, objective, and free of personal judgments.

How to build trust with clients and families through effective communication, empathy, and professional boundaries

8. Clear boundaries and confidentiality

• Define scope (what is covered, and what isn’t), privacy expectations, and visit windows.

• Respect confidentiality: confirm what information can be shared and with whom.

How to build trust with clients and families through effective communication, empathy, and professional boundaries

8. Clear boundaries and confidentiality

• Define scope (what is covered, and what isn’t), privacy expectations, and visit windows.

• Respect confidentiality: confirm what information can be shared and with whom.

How to build trust with clients and families through effective communication, empathy, and professional boundaries

9. Sensitive issue handling and escalation

• When concerns arise, acknowledge them, involve the family in problem-solving, and escalate to a supervisor when appropriate.

• Document concerns, proposed solutions, and agreed-upon timelines.

How to build trust with clients and families through effective communication, empathy, and professional boundaries

10. Cultural competence and personalization

• Learn about the client’s cultural, religious, and personal preferences.

• Adapt communication style, decision-making involvement, and care planning accordingly, while keeping safety and regulations in mind.

Short scripts you can use

How to build trust with clients and families through effective communication, empathy, and professional boundaries

• Start of a visit: “Hi [Family], I’m [Name], your care coordinator. I’ll be your primary contact for updates. Today we’ll review [goal], address any safety concerns, and plan for the next steps. If you need me between visits, you can reach me at [contact].”

• When delivering a change: “I understand this is different from what we planned. Here’s what changed, why it’s happening, and how we’ll adapt. Do you want to discuss alternatives?”

How to build trust with clients and families through effective communication, empathy, and professional boundaries

• Audience focus: Dementia care, post-acute recovery, pediatric clients, or dual-eligible populations may require slightly different language or emphasis on safety vs. family involvement.

• Channel preferences: Some families prefer text updates; others want phone calls or portal messages. Align with their preferred channel while ensuring timely responses.

If you’d like, I can tailor this to your region, regulatory context, and your typical client mix, and provide ready-to-use templates (intro letter, update note template, escalation protocol, and a short caregiver script). Tell me your client population and any specific communication challenges you’re facing