Handling Client Distress

Reflection and validation can help defuse client distress. For example, if a client says "My mother-in-law criticizes everything I do. I hate living with her!"

Reflection

Try reflecting their content by making a statement that conveys you heard what your client said or is trying to say.

Example: "It's hard to please your mother-in-law".

Try reflecting their emotion by acknowledging the client's emotion.

Example: “You sound really frustrated with your living situation”.

Validation

Try validating their emotion by acknowledging that your client's feelings and behaviors are understandable given the situation.

Example: “I can understand why you would be frustrated if you can’t seem to please your mother-in-law”.