During the PAS Interview

The following table includes tips for getting clear, complete information during the interview. Include the information when entering the comment. The comment should always include who gave the information.

Resistiveness or Rebelliousness Components Factors to consider Tips to gather the correct information Does the behavior fit the definition of resistiveness or rebelliousness? Is the behavior inappropriately stubborn and uncooperative? Ask questions such as: What does the customer not want to do? What is the reason the customer does not want to do that activity? Is it reasonable for the customer to not want to do the activity? How is this behavior inappropriate? What does the customer do that shows she is being uncooperative or stubborn? Is the customer able to follow directions or advocate for himself? Determine the intensity of the intervention. How often the intervention is needed, and how much time and effort the intervention takes. Ask questions such as: What do you do when the customer resists? How often do you have to do that? How does the customer respond to you doing that? How well does the intervention work? What happens if you do not intervene? What happens if the intervention does not work? Determine the frequency of the behavior Consider the past year. Ask questions such as: How often, if know, does the behavior occur? Who is affected? What triggers the behavior, if known?