Your peer support client's trust is shattered. How will you rebuild it after a breach of confidentiality?

For over 20 years I befriended numerous people who had no idea that I worked for the CIA. I was not allowed to disclose it. Several of them ultimately became my sources of intelligence. Years later, when they eventually found out my true affiliation, they were shocked. However, it did not change our relationship as friends. This is because these friendships continue to be GENUINE and CONSISTENT.

Being new to this field, it can be easy to make what may seem like a little mistake, when in reality it is much bigger and has a greater impact on people other than yourself. There was an instance a while back where I did not fully prepare a new participant in a religious trauma recovery group and the dynamic was off because I did not communicate with them effectively. My immediate response was to reach out to the person and apologize, explain what should have occurred and express what I will do to ensure that does not happen again. Then I sent a message to the rest of the group informing them of the situation and what had occurred. The most amazing thing happened, because we operate in a space of safety and Grace, that was extended to me

Rebuilding trust after a breach of confidentiality starts with being open and honest. It’s important to acknowledge the mistake without making excuses and to offer a heartfelt apology. From there, listening to the client’s concerns with empathy and truly understanding how they feel is key. You should also lay out a clear plan to fix what went wrong and show that you're committed to making sure it doesn’t happen again. Rebuilding trust takes time, consistency, and, most importantly, actions that show you’ve learned from the experience and are dedicated to doing better.

Concordo. Aqui é um ponto de muita atenção, pois, ao não ouvir, impossibilitará de identificar as causas e consequentemente vislumbrar oportunidades de melhorias.

Excelente. Mas, essa implementação dever gerar evidências e os prazos devem ser cumpridos, do contrário, a descredilidade vai imperar.

O monitoramento como base de auditoria da implementação do plano, bem como, coletar as evidências que comprovam, é um passo fundamental.