For almost two years now, the “Respite” project has been working in Novosibirsk - the first and so far the only one in the region. It is intended for parents with disabled children with various diseases - musculoskeletal disorders, cerebral palsy, mental disabilities, behavioral disorders, Down syndrome and other developmental disabilities.

The project is being developed on the basis of the Comprehensive Center for Social Adaptation of Disabled People. Its essence is the creation of a rehabilitation environment for disabled children and providing a “respite” for their parents, who are always close to their child. Teachers, speech therapists, defectologists, neurologists, and psychiatrists work with sick children at the center. Our correspondent learned more about the “Respite” program after visiting the Complex Center.

A little history

The Adaptation Center did not emerge out of nowhere; Even in war and post-war times, it was necessary to provide education and a profession to people who received physical illnesses. They needed the help of specialists to adapt to their new life and not feel thrown out of society. The modern building was built in 1970 and until recently housed an educational boarding school for the disabled. And in 2009, the institution became a Comprehensive Center providing social, medical and educational services. At first, the principles of work were the same: the emphasis was on young disabled people who needed to acquire the first skills to master a profession. But at the end of 2012, the attention of specialists was attracted by the parents of disabled children, who were often left alone with their problems. In collaboration with the Society of Disabled People of the Leninsky District (chairman Natalya Skaredov), the concept of the “Respite” project was developed.

Cornered

We understood - says Deputy Minister of Social Development of the Novosibirsk Region Galina Lysova,- that children with a disorder of the musculoskeletal system, and even mental retardation, are a heavy burden for their parents. For such children, society is their home with four walls. But the mother needs to somehow resolve the issue with the child’s physical treatment, physical therapy, education, and contact the medical-pedagogical commission. Yes, and you need to live somehow! For the same medical examination, it is impossible for the mother to go to the hospital herself - she is tied to her home, to her disabled child. We saw that these mothers (unfortunately, they are mostly incomplete families) are our potential wards. We saw how they gave up on themselves and realized that something needed to be done.

Mothers needed a break, and children needed social adaptation. It was important for the children to communicate with their peers and equally important to get help from doctors and teachers. And today we can already sum up the first results!

” Over the three years of the Center’s existence, 100 children received help. Two years of operation of the “Respite” program have shown how much it is in demand, and most importantly, how useful it is. During this time, some of the children stood up on their feet using walkers, while others took a spoon and began to eat on their own. Someone learned to open a water tap, many gave up diapers, and this is also a great achievement.

Children have become less aggressive and more sociable. Specialists had to work hard to minimally adapt special children to life in society.

For its part, the management of the Center has done a lot for the comfort of children: the toilet for children in wheelchairs has its own section for them, and it has become possible to get to the assembly hall, where concerts and holidays are held, by lift.

” Parents, while their children were being treated at this center under the “Respite” program, were able to solve their problems. Some moms got jobs, others got new specialty, someone was finally able to deal with the housing issue, there are mothers who managed to establish personal life and get married. Several families now have brothers and sisters of the Center's little guests - by the way, all of them are healthy children. That is, the family got the opportunity to develop and live a full, active life.

What's next?

But such rehabilitation at the Complex Center only takes six months. What to do next? Yes, mothers got jobs, their children began to develop dynamically. But how can these achievements be consolidated? After all, all this can come to naught again if you don’t take care of the children...

” The Ministry of Social Development and the very center thought, consulted, talked with parents, and came to the conclusion that it is necessary to open places on a paid basis. Parents supported this idea because mothers had the opportunity to work.

Our rehabilitation course is 6 months, - says the director of the Integrated Center Larisa Pugacheva,- then, if parents want, they go for paid services. And then they can return to the budget again, if there is free space. We must give other children in need the opportunity to come to us.

”- The most complete range of services in paid branch- about 10 thousand rubles for 21 days. But parents don’t always use 21 days; sometimes they can bring a child, sometimes not, and on average it turns out to be about 7 thousand rubles a month. All our tariffs are approved by the government tariff department, the prices are quite reasonable. So far, the complex has 26 budget and 10 paid places, and this is quite enough.

But if the need arises, we will open new places. Today the department is designed for children aged 7 to 11 years. But parents are already worried, what will happen next to their grown-up children? Therefore, we are now thinking about creating places in the department for teenagers aged 12 - 14 years.

How to get to the Comprehensive Center?

Currently there are no difficulties in getting here. On the contrary, if earlier mothers were looking for such “shelters,” now the center’s leadership goes to the people.

Now they are not looking for us, but we are looking for them, - Larisa Pugacheva says. - We are here, we are ready to work, we are ready to accept new children, and we want people to know about us. Naturally, we will not allow queues - we will find a way out of the situation. Therefore, we are not afraid to become popular.

”- When we first opened (and it was August 1, 2013), and the first parents came, they were very concerned that someone else would come here and their rehabilitation period would be shortened. And they kept information about our institution so secret that they hid it even from their closest circle. But our goal is to reach as many families as possible with disabled children.

The center’s specialists themselves began to disseminate information: work with correctional schools, visit clinics, and attend social, medical, and psychological commissions. And now many people know about them and contact the Center directly. Employees of the institution supervise such people, suggest how to collect a package of necessary documents, and coordinate this process. After all, it shouldn’t happen that a parent wants to get there, but can’t. From January 1, the situation should change in better side, because it was in January that the new, 442nd law on social services came into force, according to which social protection authorities located in the territory where a disabled child lives must actively work with such children and their parents, refer them to rehabilitation centers.

” From January 1, the Comprehensive Center began working directly with social support departments, talking about what services it can provide and who can come to it. And social protection, in turn, should help parents, push them to take care of their children, and set them up for a positive outcome.

“In our center,” continues Larisa Dmitrievna, “children from all districts and urban districts of the region can undergo rehabilitation under the “Respite” program. Now these are mainly guys from Leninsky, Kirovsky, Novosibirsk rural areas and the city of Ob.

To receive additional information about the rehabilitation program, you can contact the Comprehensive Center for Adaptation of Disabled People by phone 314-79-72. Details are available on the Center's website.

And to collect necessary documents, parents need to go to the social security authorities at their place of residence. There, a package of documents is compiled for the child, his personal file, and an individual rehabilitation program is created. The processing time takes about a week: after all, you do not have to undergo a medical examination, an extract from the child’s card is enough.

Photo from the site Comprehensive Center for Social Adaptation of Disabled People

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Our “Respite” program runs on Sundays. Children, teenagers and young adults with special needs come to us for four hours and stay without their parents with our volunteers. The goal of “Respite” is to give parents a little time that they can spend only on themselves. Some kids are lucky enough to go to school or college, but mostly these are young people with very severe disabilities who are not accepted anywhere, so they sit at home all the time. For them, this is the only opportunity for communication and socialization, and for parents - to be without the child and relax at least 2 times a month.

The children are brought to the treatment center and gradually enter the playroom. It is clear that they missed each other and are glad to meet, they sit in a circle. Teacher Sasha takes the guitar and hands out musical instruments to the children: tambourines, maracas. At the “Circle” everyone greets each other, sings songs, then goes into the hall to sing and dance.

Robert does not reach the hall and remains standing on the landing. Bob is 18 years old; he has been studying at the Center for Clinical Practice since childhood. He has autism, he does not use speech and practically does not communicate with others. He seems to be in his own world, swaying, periodically screaming and listening to the echo. “Bob has difficulty walking through doors and moving from one room to another. He’s generally a very difficult person, it’s not easy to establish contact with him,” says volunteer Alina, “I’m not quite able to do this yet. Here, I’ll try to lure him with the sounds of the flute.”

Alina takes out a flute and plays a quiet melody. Bob stops swaying and freezes, takes a few quick steps and stops next to Alina, bends down and listens to the sounds of the flute. Then he screams something, as if answering the flute, and, just as suddenly, he turns around and returns back to the stairs. “It’s still important for Bob to come here. Although he does not directly participate in common life, he is still nearby and perceives it,” says Alina. You can see how happy he is when he meets Zhenya and Rita, whom he has known since childhood. For them it is an opportunity to communicate.

Bob lives with his grandmother, she has taken care of him since birth. Robert's grandmother says he has developed some social skills. At home, he learned to eat himself, brew his own food, and even wash the dishes. Robert is also a very good drawer.

The children and their companions gather for a walk around the territory of the Center. Some young people stay to help prepare lunch. “Here is Zhenya. When I first joined the group, I thought: how difficult it is to work with her. And now we have become friends, she is so beautiful, I love her very much,” says teacher Tanya. Zhenya is a very sensitive and gentle girl, she also loves Tanya, smiles at her, sometimes hugs her, walking hand in hand with Tanya around the Center for Curative Pedagogy gives her great pleasure. For Marriage's parents, "Respite" is the only opportunity to relax.

Lyuba goes for a walk around the territory of the center with volunteer Igor. It is clear that she recognizes herself as a young lady, she wants to listen to beautiful music and dance. Igor puts on music from the musical “Notre Dame de Paris” and they dance to it right on the street. Lyuba is completely happy.

Nastya is 17 years old, she lives with her mother. Mom has a very difficult time with her: the girl is having a hard time awkward age. When Nastya is at home, she does not let her mother leave her side at all, she protests even if her mother closes the door to the bathroom. According to group leader Alena, mom is very tired of this situation. It is very important for both Nastya and her mother that they have time when they can be alone. One day Nastya’s mother looked very tired when she brought her daughter to us. After 4 hours, she returned for Nastya, very satisfied and calm, and said: “Thank you very much, at least I calmly washed my hair!”

Varya is 16 years old, she has cerebral palsy, and she gets around in a wheelchair. She has been studying at the Center since childhood and is now studying at school. “I’m here as a volunteer. I know how everything works here and I explain to the other guys how to behave,” Varya says proudly. There are also several other adults with special needs who are quite well socialized; they come to the “Respite to help. This is very great for them, because they feel needed and really help with those guys who have more severe disabilities. In addition, this is also an opportunity for young people to socialize. For example, Andrei Druzhinin, with autism, comes to accompany him on the piano during the rehearsal conducted by our tireless Sasha at the very end of “Respite”. Sasha decided to stage a musical with the guys at the end of the year. The young people rehearse their roles with enthusiasm. We are looking forward to the premiere!

As for the second point of the rule - call a person by name at least three times during a conversation, I think it is simple and understandable. The first time you call a person by name is directly when you meet him. The second time - anywhere in the middle of communication. Believe me, most likely no one has done this before you! Say the name of your interlocutor a third time when ending a conversation, and this will again evoke good feelings, since it is known that the beginning and end of a conversation are best remembered.

Training. Task No. 5. Take a pen and write down the conversation starter again with your greeting, name, joining, two questions about your business, and introduction.

1. Greetings: _____________

2. Join + bridge + first question

“either/or” interception: _____________

3. The second question of "either/or" interception:

4. Acquaintance: _____________

5. Pause rule

The pause rule is as follows: 1. For-

asked a question - pause and listen. 2. If you don’t want unnecessary questions, don’t make unnecessary pauses.

Two conclusions follow from this.

– If you have nothing to say (ask), an unplanned pause will most often provoke a question or words from your opponent.

– If you constantly pause where you should have answered, your interlocutor will decide that either you are incompetent or something is wrong!

Those of you who are musically literate know that in music, a pause (temporary silence) has the same importance as a note, and a pause also has a duration!

IN speech pause is as important as

And word. It is no coincidence that there is a saying: words are silver, silence is gold. Professional negotiators are specifically trained to pause when words fail. A pause during live and telephone communication plays a vital role!

Often we ask a question and, without listening to the answer, continue talking. Another common communication mistake is answering your own question. There are only disadvantages to this: the person will feel uncomfortable communicating with us, and we will not learn anything about him, his needs, benefits, and our arguments will most likely turn out to be weak and will not affect his decision. That is why every time you ask a question, it is important to pause and give the opportunity

answer the person and listen to him!

If we don’t prepare for calls and sales, don’t learn the initiative-taking algorithm, don’t practice questions, don’t train scripts, then we’re preparing for our own failure, in other words, We plan pauses in conversation! As soon as a question arises to which we do not know the answer, or a situation in which we do not understand how to act, there is a PAUSE. And most often, in order to get out of this situation, people tell us something. And since they did not prepare for communication (unlike us ☺), they give out what is in their heads - mainly three “unpleasant” questions:

1) how much does it cost? 2) what discounts? 3) is it in stock?

Now you understand why you need interception of initiative? These three questions are very difficult to answer without breaking the bank! The answers are usually like this:

– It costs so much (and then – silence...).

– Yes, we will give you a discount(and then a pause).

– Yes, there are many options available(And

again - pause).

I assume that, like me, many of you have found yourself in similar situations and sincerely did not understand why the client “leaves”.

This is why the Pause Rule exists as a reminder: asked a question - be silent and listen; if you pause where you need to speak, you have created an awkward situation, expect an “unpleasant” question!

And now I suggest you do what you most often don’t want to do ☺ - practice what you’ve learned!

Training. Task No. 6. You will need a partner to perform the exercise. Write any 20 questions on a piece of paper. Then explain to your partner that you will take turns asking him (her) questions, and he (she) will answer them with everything that comes to mind, but not immediately, but after mentally counting to ten. Your task is to ask a question and wait for the person to answer it. This way you will practice pausing.

6. Price bypass rule

The rule goes like this: never raise the issue of price yourself and always avoid this issue when communicating on the phone!

You may have noticed that some of the rules complement others. For example, the Price Bypass Rule is nothing more than special case seizing the initiative. And I’m sure it will be very easy for you to understand its meaning, and at the same time practice both interception and bypass!

What does it mean to “always walk around” if people are always asking about the price? I agree: these “clients”, apparently, are not very “good” people, since they create such outrage - they ask “how many hundred

Everything is in order! If you quote a price over the phone, you almost always lose a client! The exception is when your price is the lowest on the market! The very best. I will not consider the issue of dumping - working to reduce prices as much as possible. Anyone can “sell” if their product is cheaper than everyone else’s! But is it worth learning such “sales” at all?

In fact

All of us, customers, only buy if the value of the product or service is higher than the price!

Judge for yourself: a person called for the first time, does not know us, has not seen the product (service), has not heard about the benefits and does not realize the value for himself and at the same time receives the answer: “It costs so much!” Dot. Pause! Most often, the client says “thank you” and hangs up, hoping to look for a more profitable option. The price in this case will always look higher than the value!

This means that a person will go where a similar product is cheaper, and according to statistics, he calls on average five places! With such an answer, he won’t even have a chance to hear your information about the values ​​and benefits associated with purchasing the product from you!

What should you do - not answer the question about price at all? Now, please imagine yourself in the place of the client on the other end of the line and read this option:

- What is the price?

– You know, come up, I’ll tell you everything on the spot...

– What's the secret, why can't you tell the price?

– You can, of course, but until you see

If you don’t touch the product, you still can’t understand its value to you...

– Listen, I’m interested in the price, and I’ll decide for myself when and where to go and what to “feel”!

How do you like this option, at first glance, honest and sincere? A little annoying and angry, despite a fair offer. But because they didn’t answer your simple question.

Or this option of “avoiding the price”:

- What is the price?

– We do not give prices over the phone!

– What's the secret, why can't you name the price?

– When you come, we'll tell you everything...

– Why not now?

This is definitely not a “bypass” but an “escape” from the question of price ☺! You can’t not answer, it will cause a negative reaction, and then how can you please the client and establish contact?

You need to answer in such a way as not to focus on the amount and at the same time create an opportunity to talk about values! Please read the following sentence three times.

Our task is to answer the question about the price, without focusing on the amount, so that we have the opportunity to talk about values, discuss the benefits of purchasing from us!

We simply help the interlocutor not to hang up to discuss benefits! We don’t impose anything, we don’t “push” anything!

Bypassing the price is a special case of intercepting the initiative, which is based on our attitude of “being distracted” by the question. Therefore, we will name the price and, without pausing, create a “bridge” by asking a simple alternative question on the topic on which attention will be concentrated. The bypass algorithm looks like this:

answer + bridge + either/or question

Let's analyze it in the form of a script. I recommend answering the first question about price with the phrase “it all depends on...”, for example: “It all depends on the configuration (size, model, batch, quantity, etc.).” The person has not yet chosen anything, has not decided on the final package or product, so any amount mentioned will not be “adequate” for him. Then you need to create a “bridge” and ask an alternative question, prepared in advance. Believe me, the person on the other end of the line is exactly the same as you, he understands perfectly well that it is impossible to name the final price in a situation of uncertain choice. Let me remind you of the “bridges”: by the way, speaking of you,

speaking of, to the question of, touching on the topic, returning to the question, may I ask a couple of questions?

Your first walkthrough of the price issue will look like this.

– How much does it cost? (The very first question

about the price.)

– someone else?

As soon as the person answers, you need to continue

give other questions that you have prepared in advance! There is a high probability that the person will not return to the question of price again. And you will get the opportunity to discuss the benefits!

But it happens that after the first round of prices, the client still asks: “But how much? Well, approximately?” Then the bypass is done a second time - according to the same scheme, but only the answer will be different. Second

time again you can’t help but say the price, otherwise it will cause negativity . That's why you call mi-

the lowest possible price for a similar product or service with the preposition “from”. Definitely with an excuse! Otherwise, later in the meeting you may find yourself in an awkward position. After announcing the amount, you put the “bridge” again and ask the next prepared question. For example, two traversals together:

- How much does it cost?

– It all depends on the configuration! By the way, are you choosing for yourself or for anyone else?

- For myself. But what is the minimum price, at least approximately?

– From 17 thousand rubles. By the way, speaking about you, have you already finally decided or are you still choosing?

Very often, exactly two rounds are done at the same time.

I divide price bypass techniques into two types: techniques at the beginning of a conversation and at any other place.

At the beginning of a conversation, we have the most valuable question, which most often distracts a person from everything in the world - the question of the name: “By the way, what is the best way to address you?” If a person asked the price at the very beginning, then the most effective option– complete the second price walkthrough with a name question.

– (Greetings.) Feam company, sales department, Sergey Ignatov, good afternoon!☺

– Client: Hello. How much does your ice maker cost?

– (Joining.) You have come to the right place!

☺ We are dealing with them.(1st round. Answer.)

It all depends on the performance of the ice maker. (Bridge.) Speaking of you, (question)

what performance are you interested in: “20”, “40” or more?

– Client: Well, let’s look at “20”.

And how much?

(Introduction.) By the way, what is the best way to address you?

– Client: Andrey Ivanovich.

– Very nice, Andrey Ivanovich! And me, once again, Sergey!

– By the way, what other ice makers are you considering, and what are you comparing them with?

This is a universal conversation starter with a price cut. You only need to substitute your words and phrases in place of the highlighted ones. I recommend learning it and building your conversations this way. It works for thousands of sellers!

In the middle of the conversation, the price walkthrough will be exactly the same, only the last question will have a different meaning. Let's imagine the same conversation, but in the middle. The client asks:

– By the way, how much does your ice maker cost?

– (1st round. Answer.) It all depends on ice maker performance. (Bridge.) Speaking about you, (question.) what

Are you interested in performance: “20”, “40” or more?

– Well, let's look at "20". And how much?

– (2nd round. Answer.) From 60 thousand rubles.

(Question.) How soon do you need the ice maker?

As you can see, little has changed. Let me remind you once again: the main thing is to say everything coherently, in a single phrase, and then continue to ask questions. And now, as usual, it’s time to practice!

Training. Task No. 7. Fill in the blanks

with your questions (words, price indications), work out your own scenario for bypassing the price at the beginning of the conversation 20 times. For this you will again need a partner.

Mothers of severely disabled children sometimes do not rest for years, because they cannot leave their child either day or night. They are very exhausted, there is absolutely no one to replace them. Social recreation is the most desirable type of help for this category of parents.

Head physician of the children's mobile palliative service "Mercy" Ksenia Kovalenok

This was Olya’s second child, and she really wanted everything to work out this time. Her firstborn, seven-year-old Vanyusha, in medical parlance was “bedridden”: he did not move, he had to be fed through a tube. Olga had enough with him, and now she’s pregnant for the second time, and even in a single-parent family.

What kind of patience and courage one must have so as not to fall into despair in such a situation. Olga was somehow able to pull herself together and drive away despondency. Every morning I woke up with the thought that the Lord does not give an exorbitant burden. If this happened, it means she is able to bear it.

The closer to the birth, the more insoluble the question seemed to be: with whom to leave the eldest, but completely defenseless Vanya. The staff (project) helped Olga out of a seemingly hopeless situation. In 2013, the Mercy medical center introduced a new program, “Social Respite,” just for such cases. Over the course of a year, a team of professional caregivers has been assembled here.

The chief physician of the children's mobile palliative service "Mercy" Ksenia Kovalenok happily talks about how successfully everything ended in this case: “Olya brought Vanya to the medical center and calmly left for the maternity hospital. We looked after him. Our ward had a completely healthy brother. Mom returned happy and took both children. We give mothers of disabled children the opportunity to relax and improve their health by temporarily transferring the care of their special child into the hands of our caregivers.”

But there may be several disabled people in a family, and then the help of “Social Respite” is almost a matter of a lifetime. Recently, a mother came to the center with disabled twins, very heavy and bedridden. Before this, my mother looked after them continuously, night and day, for many years. And for the first time in my life - and the children were already 11 years old - I was able to leave them for a while. It is very difficult for a person who has not been in her place to imagine what a mountain has fallen from her shoulders. Then this mother wrote a very touching letter of gratitude, but is that really the point...

“And,” says Ksenia Kovalenok, “there was a case when we had to help out a large family during forced repairs. A disabled child requires special conditions. Of course, we took him in for a month. During this time, they just managed to put the apartment in order.”

For us, this is home renovation - something from the realm of everyday routine. And for disabled people it is almost a matter of survival. For them, “living conditions” and “quality of life” are essentially synonymous. You can leave your child with the staff of the Mercy medical center without any doubt - he will fall into kind, caring hands. Usually they give it away for a month. During this time, a tired mother can do a mountain of urgent things: improve her health, renovate her apartment. Being disabled takes up most of your life, but all children, without exception, need attention.

What do we even know about mothers whose children are severely disabled? These women do not rest for years because they cannot leave their child day or night. They are very exhausted, there is absolutely no one to replace them. Social recreation is the most desirable type of help for this category of parents.

But leaving the child for a while, the mother must be sure that he will receive everything he needs. The hospital at the medical center has all the conditions for caring for seriously ill patients. There are specialists who regularly walk with them, engage in exercise therapy and general development. At home, without enough energy and time, mothers are not always able to do all this.

“For example, we can regularly wash our children in the bathroom,” says Ksenia Vladimirovna. - It would seem like a trifle. But many mothers are not able to do this regularly, simply because it is very physically difficult for them: the child is growing, and the parents have to constantly carry him. We have special devices, and the sisters are not alone in dealing with such children.”

Actually, there are two types of “social recreation” in the center at Marfo-Mariinskaya. The first is the opportunity to bring the child to the 24-hour department. In this case, specialists from the children's mobile palliative service (the "Mercy" help service project) care for the child constantly while he lives in the respis on the territory of the Marfo-Mariinsky monastery. The second type of “social respite” is the opportunity to receive a caregiver at home. As a rule, they call her for several hours. Mothers use this option when they have an urgent need to go somewhere.

The cases are very different, including those of increased complexity. For example, large families with disabled people apply. It happens that a disabled child is cared for by his grandmother. For an elderly person this is a heavy cross to bear. Your own health problems constantly make themselves felt. Such people need special care. It happens that the mother herself has health problems. For some, caregivers visit twice a week, while others use the program’s services once a year. The mother of one of the charges was found cancer- required long-term hospital treatment. She was given this opportunity. There is a father in the family, but the medical center provided a nurse for a whole month. Psychologists worked with the whole family at the same time. While the mother was in the hospital and a nurse was with the child, the family managed to find a permanent nanny.

If the mother herself needs treatment, they suggest placing the child in a medical center for the entire period. And then a woman can, for example, go to a sanatorium. The problem is that mothers are often afraid to leave seriously ill children with anyone for a long time. They are so accustomed to being side by side with their child around the clock that they cannot imagine any “understudy”. Even temporary. And this is already psychological problem. In such cases, the mother is invited to stay in the hospital with the child or at home with a nurse: this makes it easier for her.

For many, contact with the center is like returning home. The atmosphere is almost homely. And close people here have more time to communicate, and what could be more important?

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