Setbacks are a common and understandable part of life, but sometimes those setbacks can feel like failure. In workforce training, reframing a setback could be the difference between giving up and finding the motivation to try again.
As a case manager, you can help guide your clients during these moments. By helping them reframe setbacks as temporary challenges, you can help your clients stay on track.
1. Lead With Empathy First
Struggling clients need understanding before advice. Let them know you recognize their stress and appreciate the effort they’ve already put in. Acknowledge how difficult it can be to struggle when they’ve worked so hard.
Then, let them tell you what’s going on. Listen to their story without interruption, even if you have the perfect solution. You’ll learn things you might not think about asking, and the client needs to feel heard.
Empathy is your strongest tool right now. It builds trust and engages the client. So, they’re ready to work through the challenge.
2. Reframing Setbacks as Part of the Process
The next step is to get the client thinking differently about the challenge they’re facing. Touch upon each of the three Ns:
- Name: Ask the client to name what caused the loss of momentum. It might be a loss of confidence, a lack of time or an unexpected life event. This helps separate the setback from the journey itself.
- Normalize: Acknowledge the difficulty they’re experiencing and reassure them that it’s common during a career transition. Keep the focus on the journey.
- Navigate: Refocus the client’s attention on their goal. Acknowledge the impact of the setback while reminding them that it’s only a speed bump.
3. Practical Language Case Managers Can Use
Finding the right words can be tough when a client is struggling. Here are a few options respecting frustration while giving them confidence to stay on track:
- “This is a pause, not a stop. Let’s look at what’s different.”
- “We don’t need to change the target. We just need to change how we get there.”
- “Struggling with this usually means you’re learning something new, not doing something wrong.”
4. Adjusting the Training Experience To Fit the Client’s Reality
When a client considers dropping out, they often see two options: quit or continue on the same path. Part of your role as their case manager is to demonstrate that smaller adjustments are possible. So, they don’t lose their progress.
If the barrier is external, address it with practical solutions. Look for programs that can help with issues such as childcare, transportation or access to technology. Then, look within the program for flexibility. MedCerts Partner Solutions supports students pursuing certification with flexible online courses and direct student support.
Finally, reinforce the “why.” Remind the client of the connection between their training and near-term employment that could change their circumstances.
5. When a Path Adjustment Is Necessary To Prevent Dropout
If a larger change is necessary, identify ways to preserve progress and retain funding. If a client can’t complete a degree program, a short-term certification can serve as a valuable stepping stone and provide employment opportunities.
Getting a job sooner can boost your client’s confidence and ease financial worries, making future progress more achievable. Don’t be afraid to bring up job possibilities as a way of keeping your client on track and motivated for the journey.
