Seminar Detail

Managing Challenging Patient & Family Behaviors: 101 Strategies for Healthcare Professionals
Managing Challenging Patient & Family Behaviors: 101 Strategies for Healthcare Professionals

When:  Wednesday, May 3, 2017 at 8:00 AM - 4:00 PM

Other ways to Register: Call (800) 844-8260   |   Printable Form (fax or mail)

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2+ Group Rate: per person
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Course Description
In today's healthcare environment, professionals are challenged to do more with less. Reduced staffing and increased, sometimes unrealistic, demands from patients, family members and other visitors can all contribute to burnout. Adding to the complicating factors, you are continually expected to achieve optimal patient outcomes, ensure safety and quality goals, and strive for even higher levels on satisfaction scores.

In this interactive seminar, expert clinician, Leslie B. Villalobos, will provide you with practical tips and tools that you can use immediately when faced with challenging patient and family behaviors. This program includes practical strategies to help you cope with difficult situations like aggression, dementia and attention-seeking behaviors while maintaining patient and staff safety. The day will be filled with opportunities to apply many of these strategies through real patient situations, case studies and interactive discussions. Don't miss this chance to learn techniques you can implement successfully with your most difficult patients.
If there is no CE tab, please refer to the course brochure (on the Details tab) for continuing education information.
Learner Objectives:

  1. Apply motivational interviewing skills to identify causes of behavior.
  2. Analyze effective strategies to address real-life communication challenges.
  3. Develop interventions for problem families.
  4. Implement new interventions for high-risk patient situations.
  5. Assess your own interpersonal effectiveness when working with patients.
  6. Compare approaches for various violent patient profiles.
  7. Describe four communication styles associated with difficult behaviors and the appropriate strategies for each.
Program Outline

  • Difficult Patient Encounters
    • Physical & Behavioral Descriptions of the Difficult Patient
    • Tips for Identifying the Problem Behavior
    • Objective Evaluation of Who, What, When, Where, Why
    • The Psychology behind the Reaction
    • Critical Steps for Managing ANY Situation
    • CALMER Approach for Dealing with the Angry Patient
  • 6 Steps That Improve Evaluations
    • Best Methods for Interviewing the Patient
    • Identifying the Right Questions
    • History and Preferences
    • Level of Cognitive Function
    • Forms of Communication
    • Function of the Behavior
    • Determining the Root of the Behavior
  • Behavioral Investigation Tools
    • Positive vs. Negative Enforcements
    • Interventions & Reactions
    • Evaluating Results
  • Self-Awareness: How well are you EQUIPPED to manage the situation?
    • Communication Styles
    • Reciprocal Communication Strategies
    • Removing Barriers
  • Motivational Interviewing
    • The Process: Asking, Listening, Informing, Empowering
    • Becoming an Active Listener
    • Resisting the Righting Reflex
    • Tools for Effective Counseling
  • Challenging Family Behaviors
    • Managing the Family Dynamics
    • Assessing the Families' Communication Styles
    • Successful Mediation Strategies
    • Legal & Ethical Considerations
    • The Family's Rights
    • Exploring Spiritual Needs & Beliefs
    • Supporting the Patient's Goals
  • Challenging Patient Behaviors
    • High-risk Populations
    • Expected Changes by Medical Condition
      • Alzheimer's Disease
      • Dementia
      • Anxiety Disorders
      • Major Depression
      • Substance Abuse
    • Interventions for:
      • Aggressive Behavior
      • Angry Outbursts
      • Anxiety & Agitation
    • Interdisciplinary Team Approaches
    • Treatment Planning
  • Personal Challenges
    • Safety as a Priority
    • Separating Work & Home Life
    • Stress Tolerance Level
    • Coping with Grief
    • Caregiver Burnout


Leslie B. Villalobos is a clinical social worker who brings over 20 years of psychiatric, medical and behavioral experience to her presentation. Her experience includes a multitude of disciplines, including the Colorado Mental Health Institute (she worked in the adolescent and forensic units providing behavioral therapy), Colorado Department of Corrections (she worked with female offenders, created and instructed domestic violence prevention curriculum), Emily Griffith Centers (Intensive In-Home Services as a Crisis Intervention Specialist), dialysis facilities (as a Regional Medical Social Worker) and as a Hospice Social Worker. Across all of these settings, Leslie has refined her ability to successfully anticipate and defuse a myriad of challenging patient and family behaviors.

As a sought-after presenter, Leslie has developed a variety of training programs for healthcare professional development that reflect her areas of expertise, including: Managing Emotions under Pressure, Managing Conflict and Confrontation, Behavior Management for Dementia Related Behaviors, and Aggressive Behavior in the Elderly.

Having earned her BS degree in Social Science with an emphasis in Criminology from the University of Southern Colorado, she then went on to earn her Masters in Social Work from Colorado State University. Leslie is certified in Dialectical Behavioral Therapy and is a Certified Domestic Violence Counselor.

Speaker Disclosures:

Financial: Leslie Villalobos has an employment relationship with Sol Amor/Life Choice Hospice. She receives a speaking honorarium from PESI, Inc.

Nonfinancial: Leslie B. Villalobos has no relevant nonfinancial relationship to disclose.
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PESI, Inc. is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

Nurses in full attendance will earn 6.3 contact hours. PARTIAL CONTACT HOURS WILL BE AWARDED FOR PARTIAL ATTENDANCE.

This educational offering has been reviewed by the National Continuing Education Review Service (NCERS) of the National Association of Long Term Care Administrator Boards (NAB) and approved for 6.0 clock hours and 6.0 participant hours.

PESI, Inc. is an AOTA Approved Provider of continuing education. Provider #: 3322. Full attendance at this course qualifies for 6.0 contact hours or .6 CEUs in the Category of Domain of OT and Occupational Therapy Process. Partial credit will be issued for partial attendance. The assignment of AOTA CEUs does not imply endorsement of specific course content, products, or clinical procedures by AOTA. Course Level: Intermediate.

This activity consists of 6.25 clock hours of instruction that is applicable for physical therapists. CE requirements for physical therapists vary per state/jurisdiction. Please retain the certificate of completion that you receive and use as proof of completion when required.

PESI, Inc. Provider #:1062, is approved as a provider for social work continuing education by the Association of Social Work Boards (ASWB), through the Approved Continuing Education (ACE) Program. PESI, Inc. maintains responsibility for the program. ASWB Approval Period: January 27, 2017 - January 27, 2020. Social workers should contact their regulatory board to determine course approval for continuing education credits. Social workers participating in this course will receive 6.25 (Clinical) continuing education clock hours for this intermediate course. A certificate of attendance will be awarded at the end of the program to social workers who complete the program evaluation.

This activity qualifies for 380 minutes of instructional content as required by many national, state and local licensing boards and professional organizations. Save your course outline and certificate of completion, and contact your own board or organization for specific requirements.

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