WORKER'S TOOLS CLIENT'S TOOLS
Observation skills Observation skills
Relationship with client over time Relationship with worker over time
Experience in dealing with different Experience in dealing with different
types of clients types of workers and other authortiy
figures
Knowledge of history of client Knowledge of reputation of worker
Worker's expectations of client role Client's expectations of worker role
Punishments or rewards for desired Success or failure for worker
client performance
Managing emotional distance Managing emotional distance
Giving and withholding information Giving and withholding information
Patience and determination Resistance (patience by another
name)
Knowing the rules of the agency Knowing the rules of the agency
Case discussions with staff Discussions with other clients and
other individuals
Exclusion from program Leaving program, refusing to
cooperate
Setting limits Challenging limits
Access to resources Developing own resources, in-
cluding illegal ones
Knowledge of psychology, group Living and learning from life
dynamics, tested approaches
A little distance from the problem that Deep commitment to succeeding
allows the worker to be more objective on her own terms
Appealing to the client's own interests