It can be hard to avoid difficult conversations as an NDIS support coordinator.
Getting into the habit of quickly resolving things you’d prefer to avoid lets you create more authentic and straightforward working relationships. Learn how to lead difficult conversations without alienating or disheartening your clients or their support networks.
When and why do you need to address tough topics?
The role of a support coordinator can be somewhat broad. Setting clear expectations and respectfully engaging makes it easier to deliver unwanted news or feedback while avoiding hurt feelings.
For example, an essential aspect of your role is building your clients’ capacity and capabilities by encouraging them to share their opinions and take ownership of decisions. However, you may also need to gently push back on ideas or help your clients reflect on choices they could have made differently, to improve their resilience.
Being good at initiating hard conversations helps to:
- Lessen emotional impacts of adverse outcomes and fear of change
- Remove barriers that prevent you from doing your job well
- Ensure relationships don’t become strained or hostile
- Avoid complaints and losing clients
It’s a good practice to address problems, misunderstandings and missteps early, so they don’t grow into larger issues.
Honesty and healthy boundaries also mean you’re more likely to maintain a good reputation as you seek to grow your business through reviews and word of mouth.
5 Tips to navigating difficult conversations
1. Act fast when it's needed
Not every issue requires a serious conversation. Once you’ve decided a conversation is required, don’t delay in finding a suitable time and place to chat via your client’s preferred communication method.
Ensure you allow enough time and meet in an environment where you’ll have privacy to share sensitive details and feelings freely. You might also encourage your client to bring someone they trust for support.
2. Be focused and specific
Choose one topic to cover, and prepare notes to objectively talk about what has happened, what specific behaviours or decisions you need to explore together, and what result you’d like the conversation to produce. Also, have any factual information or NDIS resources available you may need to refer to or make your client aware of.
Try to reach an agreement on a shared goal early in your conversation so you can focus on how to get there. For instance, “I think we both want to be able to (blank) – does that sound right?”
3. Acknowledge your own role
Disagreement or dissatisfaction can arise without either person being entirely at fault.
Beforehand, consider the assumptions you might have made or biases that might be impacting your view. During the conversation, acknowledging your own role—or that your viewpoint may not be the only valid one—helps to put the client at ease so you can constructively find a way forward.
4. Be caring and clear
Use simple language and “I” statements that focus on your own experience, such as “I feel frustrated when (blank) because (blank). Is it possible that we could agree to (blank)?”. Avoid speaking in absolutes like “You always”.
Then, make an effort to listen and understand your client’s perspective. Don’t dismiss feedback—be curious and ask questions. Also, account for your client’s lived experience and be extra kind and patient.
Remember, if emotions run high, you can acknowledge them and even take a breather, but then refocus on the topic and your shared goal.
5. Check understanding
During your conversation, regularly ask your client whether they understand, agree or have questions about what you’re saying or the choices and alternatives on the table.
Finish by summarising the direction or actions you agreed to and how you’ll know when you’re back on the same page. It’s helpful to summarise this again in writing after you talk so the client can review it in their own time.
Improve support conversations for better outcomes
Use these tips to make progress during conversations with clients and their support networks despite differing opinions and uncomfortable emotions. Clearing the air helps both you and your client save your energy for activities that will help them pursue their plan goals and strengthen their independence.
If you have any questions, or you would like to get in touch with your dedicated Account Manager, please email coordinator@mable.com.au or phone: 1300 736 573 (Option three).
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