Communication is a big issue at TLC. Today, for example, we had an overly sensitive young client who didn’t like the tone the manager used when he spoke to him. He felt disrespected.
His perception probably wasn’t very good. After all, some managers deal with 50 to 60 clients a day. Managers who disrespect clients don’t last long because they are ineffective. Our best managers are respectful – yet firm – when dealing with clients.
They serve some clients who have limited experience in the outside world. Maybe they’ve never lived in an institutional setting. Many have been sponging off their families. They were in an environment where they had their own way. They called the shots. Maybe the parents felt guilty because they didn't spend time with their children. When the children got into drugs and alcohol they tried to make up for it. Maybe they let them live at home for free. We’ve even had clients whose parents supported their drug habits.
Sometimes these clients try to make us substituted parents. Or authority figures. No matter what we tell them, they object. If we send them to find work they have reasons why today's not a good day. They’ll say they're sick. Or they don't have identification. Or they're not used to the weather in Arizona. They usually find some reason to argue with us– but the reality for some is that they're still back home fighting with their parents.
When they don't succeed they want to blame TLC and the management. However, If they survive here it's because they finally realize we’re helping them get sober.
They start to realize that when managers are tough and firm they're not being disrespectful - they're trying to save lives.
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