MC KeepCalm 051320€¦ · Keep Calm & Carry On: Working with Difficult Clients 4 Event Materials...
Transcript of MC KeepCalm 051320€¦ · Keep Calm & Carry On: Working with Difficult Clients 4 Event Materials...
5/19/20
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Event Materials Tech SupportLet’s Chat!Visit the event page to download a copy of the presentation slides and any additional resources.
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Event Page: https://militaryfamilieslearningnetwork.org/event/64656/
Welcome!
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Welcome!
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Latest Podcast Upcoming EventRecording AvailablePCS Caregiving. Features unique caregiver issues, tips, strategies, resources, & subject matter experts.
Keep Calm & Carry On: Working with Difficult Clients
Medicaid & Medicare: Important Resources In a Time of National CrisisJune 24, 2020
Visit Our Website:MilitaryFamiliesLearningNetwork.org
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This material is based upon work supported by the National Institute of Food and Agriculture, U.S. Department of Agriculture, and the Office of Military Family Readiness Policy, U.S. Department of Defense
under Award Numbers 2015-48770-24368 and 2019-48770-30366.
Connecting military family service providers and Cooperative Extension professionals to
research and to each other through engaging online learning opportunities
https://militaryfamilieslearningnetwork.org
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Keep Calm & Carry On: Working with Difficult Clients
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Event MaterialsVisit the event page to download a copy of the presentation slides and any additional resources.
This webinar has been approved to offer continuing education credit. Please stay tuned for more information!
Continuing Education
Event Page: https://militaryfamilieslearningnetwork.org/event/64656/
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Today’s Presenter
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Jeffrey Hanna, DSW, LCSW, ACSWTeaching Assistant ProfessorSchool of Social WorkWest Virginia University
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“Keep Calm & Carry On: Working with Difficult Clients.”
Dr. Jeffrey P. Hanna DSW, LCSW,ACSW
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Objectives
� Enhance de-escalation skills through verbal and non-verbal communication.
� Differentiate between sympathy and empathy in response to difficult persons/situations.
� Develop skills to reconnect with a person after a disruptive moment.
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Rage
Source: needpix.com
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What Fills the Rage Bomb?
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Two Common Outcomes of Rage
Explosion � Outward Expression of Emotion:
� Yelling� Cursing� Pushing against suggestions
� Pacing� ETC…
Implosion � Internal Suppression of Emotion
� Remaining quit� Talking about issues not relevant
to the purpose of the meeting.� Deflection
� ETC…
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Empathy & Sympathy by Brene Brown
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Understanding Who, What,
When, & Where?
Identifying the environment
Asking clarifying questions
Assessing Risk (Safety First)
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Leaving out the Why.
The why just leads to more rage response.
Stay Away from “I
understand.”
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Language
Body� Open Hands� Arms Relaxed to the side� Concerned/Inquisitive Look on
Face
Spoken� Stay quiet until they finish� Ask Clarifying Questions� Keep tone soft (mirroring
technique)
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Staying Calm
� Do not take it personal (client behavior is not all about you)!
� Know your threshold.
� Let them vent as long as they are not putting anyone or anything in danger.
� Breath.
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Giving Choice
� You may have great resources for the client, but it is up to the client if they want them.� “I am here to help, I can stay and talk, or leave some information it is your
choice.”
� Give a moment to think: Then ask what decision the client has made.� Staying quiet and giving choice can empower a client.
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Reconnection
Once you are reengaged with the client, if you are not trained to be a therapeutic resource, move forward without asking what happened.
If the person wants to talk about what happened, then be open to that conversation.
Show that this rage attack did not lessen the honor you have for the person.
Ask the client where they would like to start.
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Questions/Case Examples
Thank you for attending.
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Evaluation & Continuing Education
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This webinar has been approved for the following continuing education (CE) credits:
• Social Work, LPC, LMFT: 1.0 CE from the University of Texas at Austin, Steve Hicks School of Social Work for social workers, LPCs, and LMFTs
• Case Manager: 1.0 clock hour from the Commission for Case Manager Certification (CCMC) for case managers
• Board Certified Patient Advocates: 1.0 CE from the Patient Advocate Certification Board to Board Certified Patient Advocates (BCPA)
• Certified Family Life Educators (CFLE): This program has been approved by the National Council on Family Relations (NCFR) for 1.0 CE credit for CFLE.
• A certificate of completionEvent Page:
https://militaryfamilieslearningnetwork.org/event/64656/
Questions?Email Rachel Brauner: [email protected]
Go to the event page for evaluation and post-test link.
Evaluation Link
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Upcoming Event
For archived and upcoming webinars visit: MilitaryFamiliesLearningNetwork.org/AllEvents 20
Medicaid & Medicare: Important Resources in a Time of National Health Crisis
June 24, 202011:00 a.m. – 12:00 p.m. EST
Event Page: https://militaryfamilieslearningnetwork.org/event/69319/
Whether in response to a disaster caused by a hurricane, a downturn in the economy, or in the face of the unprecedented COVID-19 health crisis, public officials turn to Medicare and Medicaid to help provide solutions and care.
Continuing education credit will be available for this webinar!
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