This is brief guide with some tips on working with customers/clients growing through the vocational process.

1. Peer- to-Peer Training.
Working with Challenging
(Consumers).
Laying the ground work.
By David Vershaw II

2. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Diagnostic
 At the very beginning at the Diagnostic get the
consumer buy in to the plan. Have them feel like they
are vital part of the team.
 When developing the vocational goals use
transferable skills and past work experience when
you can.
 Ask them what kind of jobs they have enjoyed doing
in the past and why. What did they like best about it.
Also ask what kind of jobs they liked least in the past
and why.
 Confidence build with the consumer look at the
strengths and highlight them rather than weaknesses.

3. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 If you think training is going to be involved or
requested by the consumer do a psychological.
 That way it is not just you saying something. This
gives you an idea of the reading and math levels
as well as any other issues that may be going on.
 It can also give you an idea of any work
accommodations that may be needed or training
accommodations. The consumer may do better
with hands on demonstrations of job task for
example. The consumer may be candidate job
coaching.

4. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Eligibility
 Gather information. If the consumer has a
vocational goal in mind it is ok to give
them homework.
 For example if they are interested in
nursing do they know what nurses do?
Have them job shadow. Have them tell
you how much school it takes to be a
nurse. What is the starting salary? Is it in
demand? ect.

5. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Assessment and Planning
 If it is not a realistic vocational goal or the expectation of the
job is unrealistic have them job shadow as mentioned above.
Also have the consumer look at what the job outlook is in the
area they live. Is there a good job outlook for the vocational
goal they have selected?
 If it is an unrealistic vocational goal such as LVN/RN and the
reading and math are at the 7th and 8th grade level. Is it
possible to have them work in the field such as CNA then
medication aid or Phlebotomist?
 You can always inform the consumer that once they start
working with employers some employers will help them further
their education. DARS helps them get a good job so they can
become independent but does not have to be the lifelong
goal. It can be good starting job to help get them on the road
to independence. DARS is a starting point not an ending point.

6. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 These steps should help the consumer buy
into the plan. It is their plan that they
helped develop rather than your plan.
 Hopefully having the consumer buy into
the plan and be invested in the
vocational goal will avoid the consumer
becoming a challenging consumer.

7. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Consumer’s Family
 Many times when dealing with parents who may
have unrealistic expectations of the consumer’s
vocational goal/ability that are IDD or borderline
intellectual functioning.
 Often this can be related to wanting to make sure
their child (our consumer) is taken care of after they
are gone.
 Services that can help in this regard is housing that
may be done through MHMR and link them up with
an employer. AutoZone DC in this area is a possible
employer. Job coaching can be provided. This web
site has a list of employers that are looking to work
with individuals who have a disability.

8. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 https://www.disabledperson.com/jobs/lo
cations/tx-dallas
 Most of the time if it can be shown to the
parent that housing needs can be met
and the consumer has access to a job
they enjoy this can go a long way to
developing an IPE that can lead to a
successful outcome for the consumer, his
family, and you.

9. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Unstable Consumer
 If the consumer is unstable as far as the Mental
Health Diagnosis or Physical Diagnosis such as Seizure
Disorder; it is ok to have them get a letter from their
treating doctor.
 In the case of physical disorder such as a seizure
disorder have the consumer provide a letter from the
treating doctor indicating they are stable and able
to work.
 Explain to the consumer that this is what is needed to
begin vocational services if they are still actively
having seizures. It may be better to have the seizures
under control then start vocational services and not
be safe at work.

10. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 If the consumer has a mental health diagnosis and is in
treatment but not being compliant (not taking medication as
prescribed) ask them to provide a letter indicating they are
stable and able to go to work. If they are not able to provide
this indicate that services are not able to move forward until
they do.
 If the consumer is not receiving mental health services at the
time; provide information for the Mental Health Provider and
indicate once they are set up for services they can start the
DARS process.
 In some cases with bipolar consumers in particular; they may
refuse to get Mental Health Services or take medication. In this
case let the consumer no that services cannot move forward
until they are active in treatment or can provide a letter from
the psychiatrist indicating they do not need mental health
services. The consumer may call CAPS. In this case it is ok.

11. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Counseling and Guidance
 For individuals who have been challenging cases a
frequent number of contacts as well as counseling and
guidance sessions may be done.
 In many cases this can be confidence building and
problems solving with the consumer. Talk about the
positive things first. If they are looking for work talk about
the skills they have then address things that can be
improved on.
 Do not always start with the negative first. Also let them
know that their situation; as far as dealing with things like
difficult interview, test, or co-worker is not a unique
situation others may be having the same anxiety and
fears. It is ok to have them but do not let it stop you
(consumer) from moving forward.

12. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Many times with a challenging consumer
they may call multiple times during the
week and sometimes in a day.
 Patience can be the key even when they
are lashing out at you. Do not respond in
kind. This can escalate the situation.

13. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 The Personality traits of the Consumer.
 Understanding customer personality styles
(Analytical, Driver, Amiable, and Expressive)
will quickly tell you just how and what to say
to each consumer.
 Although every consumer is different, most
can be grouped into one of four groups:
Analytical, Driver, Amiable, and Expressive.
Here are some basic characteristics of each
of these personality styles.

14. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Analytical - Analytical people are known for being
systematic, well organized and deliberate. These
individuals appreciate facts and information
presented in a logical manner as documentation of
truth. They enjoy organization and completion of
detailed tasks. Others may see them at times as
being too cautious, overly structured, someone who
does things too much 'by the book'.
 Descriptions -controlled, orderly, precise, disciplined,
deliberate, cautious, diplomatic, systematic, logical,
conventional.
 Analytical people are more interested in acquiring a
mass of details and facts, which they comb carefully
through in order to come to the right decision.

15. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Analytical people place a premium on
accuracy and expect it from others. Often,
analytical people tend to prefer working on
their own and rarely discuss personal topics.
 To work effectively with an analytical
consumer, remember just a few key words:
accuracy, precision, and punctuality. With
analytical consumer’s, it pays to be on time
with things such as letters, calls, and meetings.
 When meeting an analytical consumer cut
straight to the chase. Be prepared, for they
will know if you are not.

16. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Driver - They thrive on the thrill of the challenge and
the internal motivation to succeed. Drivers are
practical folks who focus on getting results. They can
do a lot in a very short time. They usually talk fast,
direct, and to the point. Drivers are often viewed as
decisive, direct, and pragmatic.
 Descriptions -action-orientated, decisive, problem
solver, direct, assertive, demanding, risk taker,
forceful, competitive, independent, determined,
results-orientated.
 Drivers are decisive, enthusiastic and prefer to be in
control. They like quick action and using the
information that is immediately available. They speak
forcefully and prefer discussing things verbally.

17. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Drivers benefit from a Counselor’s complete attention and
need to listen to the driver’s thoughts and ideas. Given drivers’
penchant for direct action, often a driver sees the Counselor’s
role is to help them find the fastest route to get to their
objective.
 A sure sign of a driver is somebody (consumer) who calls you
and, without preamble, launches into a discussion of an issue.
 To create a successful relationship with a driver, counselors
need to focus on facts not feelings. When empowering a
driver, it is useful to offer a range of different courses of action
and then let the driver choose the most suitable one.
 It is also important to set up an arrangement where you
periodically check on the driver’s progress. If you don’t do this,
tracking their efforts can be challenging to later on.

18. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Amiable - They are dependable, loyal, and easygoing. They
like things that are non-threatening and friendly. They hate
dealing with impersonal details and cold hard facts. They are
usually quick to reach a decision. Often described as a warm
person and sensitive to the feelings of others, but at the same
time wishy-washy.
 Discerptions- patient, loyal, sympathetic, team person, relaxed,
mature, supportive, stable, considerate, empathetic,
persevering, trusting, congenial.
 Amiable people are all about people. Highly responsive,
amiable people are sensitive to others’ feelings, are patient
and relationship-oriented. Unlike drivers or analytical people,
amiable people hold an interest in colleagues’ personal lives
and are willing to share about their own. Of the four types,
amiable people are perhaps the best team players.

19. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 When working with amiable consumers be willing to
touch base personally/phone call rather than letter.
 They will invite you to discuss events in your life and
you should invite them to do so as well. When talking
to an amiable consumer, always be sure to allow an
opportunity for them to enter the conversation.
 Given their nature, amiable consumers rarely speak
out in disagreement. Rather, their uncertainty can be
seen through changes in their body language. When
in doubt, ask their opinion: “Others have issues with
this plan – but what do you think?”

20. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Expressive - Very outgoing and enthusiastic,
with a high energy level. They are also great
idea generators, but usually do not have the
ability to see the idea through to completion.
They enjoy helping others and are particularly
fond of socializing. They are usually slow to
reach a decision. Often thought of as a
talker, overly dramatic, impulsive, and
manipulative.
 Descriptions- verbal, motivating, enthusiastic,
convincing, impulsive, influential, charming,
confident, dramatic, optimistic, animated.

21. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Expressive consumers are both responsive and assertive. They have
no qualms about speaking out and are often viewed as upbeat
and enthusiastic. First and foremost, expressive consumers like to be
noticed.
 They can be persuasive when they put their mind to it and often
prefer talking over other forms of communication. Expressive
consumers thrive on open communications with others. Inclined to
informality, expressive consumers prefer informal discussions but
tend to lack an inclination for details.
 The key role of a counselor is to harness their enthusiasm and then
help them channel it toward the achievement of objectives/goals.
Ultimately, expressive consumers live for recognition – preferably if it
is shown publicly.
 Talk with them about objectives/goals they have accomplished
and praise them for their accomplishments.

22. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Final Thoughts
 No consumer will fit precisely into any of the four categories
outlined. People cannot be clearly defined in four easy steps.
But they are likely to have characteristics that can be
understood by a counselor. Once you know with whom you
are dealing with(driver, analytic, amiable, or expressive), you
can as a counselor understand the deeper motivations of your
consumer.
 The next step is to communicate in a manner that satisfies
them, connects with them, and makes them feel more
confident in you as a counselor.
 If you are able to quickly identify the personality style of the
consumer, you will know the "hows" and "whys" of what to say
to meet their needs. Once they feel that you truly understand
them and feel a connection, they will come up with the logical
reasons to listen to you and value your input/ideas.

23. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Now, if you don't feel that consumer belongs to any one group,
don't worry either. Many of us (myself included) don't fit squarely in
one group or another. However, we do have one dominant
personality style that we use day to day. Recognizing pros and
cons of your specific personality style can help you understand how
to better deal with your consumer.
 Conflict and disagreement can occur if the consumer and the
counselor are a Driver and or Expressive and are telling each other
what is going to happen. No one is listening at this point.
 At that point the counselor may want to be more amiable or
analytic and ask the consumer. let them express and drive to a
degree. The more you listen to their input as a counselor the more
the consumer may trust you more and have confidence in you.
 This intern may develop into them taking your input more and more
frequently concerning their goals and objectives. Have your style
compliment theirs not conflict with theirs. It will benefit the
counselor consumer relationship.

24. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.

25. Peer- to-Peer Training. Working with Challenging
(Consumers).
Laying the ground work.
 Study based on the researchs of Merrill &
Roger, “Personal Styles and Effective
 Performance - 1981” & Bolton&Bolton’s
“Social Style and Management - 1984”