Lack of trust is one of the main reasons clients can be difficult, and this can be particularly true when the care giver is new, or where they a previous care giver has violated their trust in one way or the other. It is therefore important that when dealing with a difficult client, you do your best to build trust and learn the habits and preferences of your clients. You should assess your client’s situation and learn as much about them as you can (without being intrusive or violating their privacy). You can interview their friends and family members with their permission to know about your client’s likes, hobbies, dislikes, interests, and personality. That way, you can tailor your care to meet their needs and show that you really do care.
2. Understand why
There’s a reason for every behaviour. Your best bet is to understand why your client behaves in certain ways so you can avoid those triggers. Sometimes, your client might just need some rest, sometimes they want to be alone, sometimes their difficult behaviour is a cry for attention or for someone to talk to. Other times though, truth be told, some clients are just difficult, period. Regardless of the reason behind your client’s behaviour, it is important that you avoid anything that could trigger them into doing things that make your life and caring for them difficult. If you are able to place a finger on what sets them off, then half the problem is solved. The other half is working out how to avoid such things, and in the event they cannot be avoided, then devising a solution and knowing how best to care for them.
3. Don’t generalize
Some clients misinterpret the simplest things said or view the most innocuous action with suspicion. Again, this could be as a result of past experiences. So when dealing with a difficult client, you should always bear in mind that your innocent words or actions could trigger negative responses at any time, and if care is not taken, your relationship with the client can quickly spiral downwards. To avoid such a situation, do not assume that all your actions are understood the way you, or everyone else, understands them. Always remember that your client is an individual, with his or her own personality. Never, generalise. Put yourself in their shoes and try to understand their own view point rather than a general point of view. Look instead for ways to calm things down and then work from there to come up with a solution that addresses their grievance (perceived or real).