Video Models:

Can this skill be appropriately depicted in a video model?

A video model would be very appropriate to design and use in teaching and practicing this skill. Create a video of the correct response sequence and have the student review and label the appropriate behaviors. Seeing the video before opportunities to practice will help the student comprehend and use the routines and strategies that have been developed for him.

Below is just one example of an entire sequence, designed for the individual who is a waiter at a restaurant:

This is the right way to respond to a demanding customer. When the customer complains about the food, the waiter calmly and politely says, "Okay, no problem, let me take care of that for you." He is providing quality customer service. 

Have you task analyzed this skill to ensure that your video clearly depicts every key step that comprises the skill?

You might break down and depict just one area within this sequence.  Engage the student in opportunities to observe and label what he sees.  Then, support him in performing what he sees within practice sessions:

  1. Use a self-calming strategy.  In some cases, this might be taking one deep breath before responding.  In another case, it might involve requesting a moment to walk away and come back in a minute.  The self-calming strategy that you depict in a video model and guide the student in rehearsing of course hinges on the needs of the student.   Some need just one single response within a sequence illustrated.  Others can benefit from viewing the more complete sequence:

    This is the right way to leave a stressful situation. This employee is having a bad day and he feels very stressed. His supervisor tells him that he did not do all of his tasks.  But, the employee does not argue with his supervisor and he does not explode. Instead, he calmly asks to take a short break. He walks outside to take some deep breaths. Then, he is ready to go back to the kitchen and talk with his supervisor.
  2. After self-calming, the student must demonstrate that he is focused on and comprehends the comment.  This involves showing the non-verbal signs of listening and verbal responses (“Ok”; “Yes”; “Can you explain that again?”). 
  3. He must react to the criticism in a constructive or prescribed manner. Often this requires some form of apology.
  4. Finally, the student needs an ‘action plan.’ He needs something to do and something to say that helps him both cope and respond with appropriate action. This may involve asking for help in finding a solution that prevents future errors. It may involve negotiation with a supervisor, instructor, job coach or experienced co-worker to find a plan that the student can use. Or, with customers who are upset, it may require quietly and considerately redirecting the customer to someone who can help.

Who will you use as “actors” in this video – will the targeted student be included in the video?

Will the student be able to review the video just prior to situations where he might encounter feedback (video priming)?