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Keep Calm & Carry On: Working with Difficult Clients

May 20, 2020 @ 11:00 am - 12:00 pm EDT

Graphic stating Keep Calm and Carry on

About This Webinar:

When we work with people, we will inevitably meet a difficult or challenging person. Even though it is natural for individuals going through adversity to become difficult/challenging, it is imperative to meet the person’s emotional state with compassion and empathy. In this webinar, we explore techniques of de-escalation, communication, and expressions to understand and address people we feel are problematic.

Learning Objectives

  • Enhance de-escalation skills through verbal and non-verbal communication.
  • Differentiate between sympathy and empathy in response to difficult people.
  • Develop skills to reconnect with a person after a disruptive moment.


Jeffrey Hanna, 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

  • 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.

Event Materials

Presentation Slides (PDF)

Webinar Flyer (PDF)

Photo Credit: iStock


May 20, 2020
11:00 am - 12:00 pm EDT
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How To Join

Complete the registration form with your name, email address, and how you learned about this webinar. You should receive a confirmation email shortly after with the connection information. Please email us at [email protected] if you have any questions or need technical support.

If you are unable to join the webinar via Zoom, please view the live-streamed webinar at

More Info

On-Demand Webinars
Continuing Education Credits Available