Webinar Registration by July 17, 2017: Members $55; Nonmembers $85 - 1.5 CEUs
This webinar is 2 - 3:30 EDT (Eastern Daylight Time).
In the field of social services we don’t pick the clients we want to work with. We work with whoever comes to us; the easy clients and the more difficult clients. This webinar is about how to engage with and communicate with those more difficult clients that we see every day. In our role as service coordinators learning how to use communication to mediate concerns brought to us by a difficult resident can more easily lead to a satisfactory solution. Taking a “tough case” and moving to a positive solution requires patience and skills. Some of the necessary skills discussed in the webinar include: how to redirect energy, engaging with a difficult resident, involving your partners, recognizing the impact poor communication may have on the community and understanding communication styles. Webinar participants will be presented with tips on how to interact with a difficult person, engagement techniques and how to manage stressors through self-care.
Who Should Attend: Advanced social services, Elderly, Family.
1. Recognizing the behaviors of difficult residents and how to mediate a resolution that may assist in changing in shifting to more positive behaviors.
2. Understanding how including key partners and the community can assist in gently bringing about a change in resident behaviors that bring problem resolution rather than avoiding problems.
3. Difficult residents can bring a high degree of stress to those working in social services. Self-care leading to decreased stress and avoidance of burnout is a critical component of the successful social services coordinator.
About the Presenter(s)
Bruce Kuban is in his third year as the Social Services Project Manager with LifeSTEPS – Life Skills Training & Educational Programs. Bruce has the primary responsibility of providing contract compliance and oversight to several special projects contracted by LifeSTEPS to provide direct services to residents living in affordable permanent housing. Two such projects include the Family Self Sufficiency program with the Housing Authority for the County of Santa Clara and supervision of intensive case management services provided to formerly homeless residents now in permanent supportive housing provided through the Los Angeles County Department of Health Services, Housing for Health division. With over 30 years of experience in the field of Social Services, Bruce has worked as a case manager to clients receiving subsidized child care, a Family Resource Center Project Manager and 10 years as a middle school counselor. He received his Master’s Degree in Marriage, Family and Child Counseling from Sacramento State University. While now working in administration Bruce admits to always having a soft spot in his heart for direct services and face to face to contact with clients, including difficult clients. In fact working with difficult clients has brought him his greatest rewards throughout his career.
This webinar meets the following HUD Service Coordinator Training Requirements Area(s):
Statutory Area: Strategies for Communicating Effectively in Difficult Situations