One of the most crucial skills for direct service providers and field staff is the ability to productively communicate with clients, especially when the client is not using effective interpersonal communication skills themselves. This can happen when a client has gone into “threat mode” and becomes upset, frustrated, or angry about an issue or situation. This emotional escalation can often be magnified by the lack of resources or unmet needs clients might be facing in their daily lives. Mastering key communication tools and techniques will help direct service staff better serve their clients and empower them to appropriately deal with challenging situations.
