Sometimes the electrical charge gets too strong and lightning strikes. This morning a client of ours got very angry with staff and starting screaming and yelling. With a flurry of f-bombs and a piece of overturned furniture the young man exited through the front doors.
Unfortunately, staff are sometimes the closest ones (in terms of physical distance as well as strength of relationship) to a client and you become the lightning rod. Many times we don't know what the trigger is. Research and experience show that people will sometimes lash out when they are trying to change their worldview and their response to those around them. Maybe they are unhappy with their own situation and aren't ready to think of solutions.
Our staff members responded appropriately by remaining calm with the client around and then dealt with the emotions after he left. It is important to remember that you are a lightning rod at that time. It is hard not to, but essential, to not take the verbal assault personally. The message has to be portrayed to the client that the outburst was inappropriate, the anger understandable and that other ways to deal with it are available.
We hope that lightning doesn't strike the same place twice, but also hope that the outburst is a sign that somethimg is changing for this young man.
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