WEB070820 - Creating Positives Out of "Tough" Cases *Replay*
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**Recorded Version** This webinar is about how to engage with and communicate with those more difficult clients that we see every day. This webinar is 2 - 3:30 ET (Eastern).

When: Wednesday, July 8, 2020
2:00 - 3:30 PM (ET)
Where: Online
United States
Contact: (614) 848-5958

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Webinar Registration by July 7, 2020: Members $55; Nonmembers $85 - 1.5 Training Contact Hours

This webinar is 2 - 3:30 ET (Eastern).  **Recorded Version**

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 AttendAdvanced Social Services; Elderly; Family


Learning Objectives

1.      Identify the behaviors of difficult residents and how to mediate a resolution that may assist in shifting to more positive behaviors

2.      Recognize how including key partners and the community can assist in gently bringing about a change in resident behaviors

3.      Gain an understanding of why self-care is a critical component of the successful social services coordinator


About the Presenter

Bruce Kuban is the Regional Director of Support Service programs with LifeSTEPS. Bruce has the primary responsibility of providing clinical supervision, contract compliance and oversight to several special projects contracted by LifeSTEPS to provide direct services to residents living in affordable permanent housing, including formerly chronically homeless now residing in permanent supportive housing. He has his Master’s Degree in Marriage, Family and Child Counseling from Sacramento State University and over 30 years of experience working in social services.  While now working in administration, Bruce admits to always having a soft spot in his heart for direct services and face-to-face contact with clients, including those 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):

Required Ongoing: Networking in the Community and Identifying Resources

Additional Recommended: Crisis Prevention and Intervention; Mediation and Conflict Resolution; Effective Communication