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.

Select All Panelists & Attendees from the drop-down when commenting in the chat pod.

Email us if you need tech support or have questions!MilFamLN@gmail.com

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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5/19/20

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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: rbrauner@ag.tamu.edu

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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5/19/20

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