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Communication Power Moves: Part II of Working with Difficult Clients

Thu September 17, 2020: 11:00 am-12:00 pm EDT


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About This Webinar:

When a situation becomes escalated, it is common for us to freeze, fight back, or retreat from the situation. However, while providing services to individuals, we need to use our environment and communication skills to find and maintain safety.

In the Keep Calm & Carry On: Working with Difficult Clients webinar we identified underlying causality to a person or situation to become escalated and develop skills to empathize and be with the person. In this second installment, we build upon those skills while exploring different communication techniques to keep ourselves and clients calm through the escalated situation. Using crisis intervention prevention models, we identify skills to make sure our encounters with clients are safe, healthy, and productive. Furthermore, we discuss some necessary therapeutic skills to deploy when dealing with escalation by reconceptualizing the capabilities of verbal judo.

Learning Objectives:

  • Identify the key notions of how to use the crisis prevention intervention, handle through care, and verbal judo methods.
  • Increase active listening/responding, mirroring, and developing a holding environment skills.
  • Practice skills through the use of case study presentation.


Jeffrey Hanna, Ph.D., DSW, LCSW, ACSW
Teaching Assistant Professor
School of Social Work
West Virginia University

Dr. Hanna is a graduate of the Doctor of Social Work program at Rutgers University School of Social Work New Brunswick, NJ. He also received his MSW from Rutgers University in Camden, NJ. Since 2009, Dr. Hanna worked in clinical behavioral health for adolescents, adults, and geriatrics. For the past eight years, he ran a successful private practice, was part of the NASW ethics committee, and presented on understanding the impact of masculine stigma on clinical practice. His doctoral concentration was on how to help men break through barriers associated with masculinity to increase successful therapeutic interventions.

Continuing Education (CE) Credit

Click the button below for CE credit
You will be prompted to complete an evaluation after which a link will be provided.

Continuing Education

  • Social Work, LPC, LMFT: Programming approval for 1.0 CE credits will be obtained for Social Work, Licensed Professional Counselors, and Licensed Marriage & Family Therapists from the University of Texas at Austin, Steve Hicks School of Social Work. Check with your state licensing agency for reciprocity and/or credit approval if licensed for other professions or in one of the following states: CO, FL, HI, IA, KS, KY, MI, NY, ND, OH, OK
  • Board Certified Patient Advocates: This program has been pre-approved by The Patient Advocate Certification Board to provide continuing education credit to Board Certified Patient Advocates (BCPA). The course has been approved for a total of 1.0 CE contact hour, of which 0.0 are in the area of Ethics.
  • 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.
  • Certificates of completion are available for providers interested in documenting their training activities.
  • For a complete list of Military Caregiving courses for CE credit go to: Military Families

Event Materials

Webinar Slides (PDF)

Webinar Flyer (PDF)

Keep Calm & Carry On: Working with Difficult Clients (Part 1 Recording)

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