Module 6: Managing encounters
In the previous modules we discussed the significance of encounters as a form of social inclusion. We also discussed how you, as a disability support worker, can make encounters happen, by informing service users about places to go to where they might find more opportunities for convivial encounters, and by supporting service users to initiate and respond to such opportunities.
But the role of support workers does not always end here. In some cases, you may be able to provide important support for the person you support to manage the encounter after it had started.
Often when a service user is engaged in an 'encounter' with another person, you will need to make careful judgment on whether it is appropriate for you to intervene at all, and if so, how.
Let's have a look at some of the options.
In the previous modules we discussed the significance of encounters as a form of social inclusion. We also discussed how you, as a disability support worker, can make encounters happen, by informing service users about places to go to where they might find more opportunities for convivial encounters, and by supporting service users to initiate and respond to such opportunities.
But the role of support workers does not always end here. In some cases, you may be able to provide important support for the person you support to manage the encounter after it had started.
Often when a service user is engaged in an 'encounter' with another person, you will need to make careful judgment on whether it is appropriate for you to intervene at all, and if so, how.
Let's have a look at some of the options.
Stepping back
Often the best thing for you to do is… nothing!
The person you support and the stranger they meet will manage their 'encounter' on their own, without any intervention on your side. You can step back and observe the situation quietly, ready to offer your assistance only if it becomes necessary.
But even if you do nothing, the service user and other people they meet will be aware of your presence, and it will affect the nature of their interaction.
As discussed in Module 3, some people do not feel comfortable making contact with a person with intellectual disability, because they worry that they will not know what to do and how to communicate. For these people, your very presence might be reassuring even if you step back and do not interfere. Just knowing that you are there might give them more confidence to engage with a person with intellectual disability, as in the situation in the video below:
Often the best thing for you to do is… nothing!
The person you support and the stranger they meet will manage their 'encounter' on their own, without any intervention on your side. You can step back and observe the situation quietly, ready to offer your assistance only if it becomes necessary.
But even if you do nothing, the service user and other people they meet will be aware of your presence, and it will affect the nature of their interaction.
As discussed in Module 3, some people do not feel comfortable making contact with a person with intellectual disability, because they worry that they will not know what to do and how to communicate. For these people, your very presence might be reassuring even if you step back and do not interfere. Just knowing that you are there might give them more confidence to engage with a person with intellectual disability, as in the situation in the video below:
Facilitating communications
Sometimes you may need to assist the person you support to communicate with others, particularly if the person you support has communication difficulties or communicates in unconventional ways.
Some people with intellectual disabilities communicate differently, and may not follow conventions such as constructing logical sentences or taking turns in conversation. Therefore, it can be difficult for other people to understand what they are trying to say, and they may have difficulty understanding what others are saying to them.
During encounters between a service user and other members of the community, you may need to serve as an ‘interpreter’. This is because you understand how the person you support communicates whereas others in the community may have difficulty understanding them.
Being a good 'interpreter' means trying as much as possible to explain messages without omission or distortion to allow more genuine communication to occur. This means, for example, explaining what another person said accurately, even when you do not agree with it. It could be difficult in some cases for the interpreter to avoid projecting their own views while interpreting others. It could also be difficult to interpret ambiguous or inconsistent messages.
By offering your services as an 'interpreter', you can help facilitate more effective communication between a service user and other people and also prevent potential misunderstandings. For example, some unconventional ways of communicating can be misunderstood as offensive, and a brief explanation by the support worker can help clarify the situation and facilitate a more positive, friendly encounter for all involved, as illustrated in the video example below:
Sometimes you may need to assist the person you support to communicate with others, particularly if the person you support has communication difficulties or communicates in unconventional ways.
Some people with intellectual disabilities communicate differently, and may not follow conventions such as constructing logical sentences or taking turns in conversation. Therefore, it can be difficult for other people to understand what they are trying to say, and they may have difficulty understanding what others are saying to them.
During encounters between a service user and other members of the community, you may need to serve as an ‘interpreter’. This is because you understand how the person you support communicates whereas others in the community may have difficulty understanding them.
Being a good 'interpreter' means trying as much as possible to explain messages without omission or distortion to allow more genuine communication to occur. This means, for example, explaining what another person said accurately, even when you do not agree with it. It could be difficult in some cases for the interpreter to avoid projecting their own views while interpreting others. It could also be difficult to interpret ambiguous or inconsistent messages.
By offering your services as an 'interpreter', you can help facilitate more effective communication between a service user and other people and also prevent potential misunderstandings. For example, some unconventional ways of communicating can be misunderstood as offensive, and a brief explanation by the support worker can help clarify the situation and facilitate a more positive, friendly encounter for all involved, as illustrated in the video example below:
Activity 5
Think of situations where you have acted as an interpreter to facilitate more effective communication between a service user and a stranger.
Did you manage to interpret their messages to each other? Would you do things differently now?
Think of situations where you have acted as an interpreter to facilitate more effective communication between a service user and a stranger.
Did you manage to interpret their messages to each other? Would you do things differently now?
Conclusion
In many situations, service users will be able to manage an encounter with a stranger on their own. The best thing you can do then is to step back and let it happen. However, in some cases your help might be needed in facilitating communications, depending on the situation, the service user's skills and those of the person they encounter. Sometimes you will need to act as an 'interpreter' that helps the service user and the stranger understand each other. Your challenge then will be to interpret and assist with communications without speaking 'on behalf' of the service user, so that they can experience a genuine moment of 'conviviality' with a stranger despite their cognitive differences.
In many situations, service users will be able to manage an encounter with a stranger on their own. The best thing you can do then is to step back and let it happen. However, in some cases your help might be needed in facilitating communications, depending on the situation, the service user's skills and those of the person they encounter. Sometimes you will need to act as an 'interpreter' that helps the service user and the stranger understand each other. Your challenge then will be to interpret and assist with communications without speaking 'on behalf' of the service user, so that they can experience a genuine moment of 'conviviality' with a stranger despite their cognitive differences.