Seminar Detail

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

Where:   FAIRFAX, VA

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

This event is not currently available for purchase.

For more information: Call (800) 844-8260
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, where she worked in the adolescent and forensic units providing behavioral therapy. Leslie's background also includes the Colorado Department of Corrections, where she worked with female offenders, and created and instructed a domestic violence prevention curriculum, and Emily Griffith Centers, where she worked in Intensive In-Home Services as a Crisis Intervention Specialist. In addition, she has been a Regional Medical Social Worker and Hospice Social Worker at dialysis facilities. 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 and is currently pursuing her PhD. 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.
Credits listed below are for full attendance at the live event only. Certificates of Completion are distributed at the conclusion of the live seminar for those who register prior to the event date and attend the full day. A letter of attendance will be issued to participants who register at the event, arrive late, or leave early. For those who registered day of (walk-ins), and are in full attendance, a certificate of completion for full CE credit will be sent within 30 days following the event. For those in partial attendance (arrived late or left early), an adjusted certificate of completion reflecting partial credit will be issued within 30 days (if your board allows). Please see “live seminar schedule” for full attendance start and end times. NOTE: Boards do not allow credit for breaks or lunch.

If your profession is not listed, please contact your licensing board to determine your continuing education requirements and check for reciprocal approval. For other credit inquiries not specified below, or questions on home study credit availability, please contact or 800-844-8260 before the event.

Materials that are included in this course may include interventions and modalities that are beyond the authorized practice of mental health professionals. As a licensed professional, you are responsible for reviewing the scope of practice, including activities that are defined in law as beyond the boundaries of practice in accordance with and in compliance with your professions standards.

PESI, Inc. offers continuing education programs and products under the brand names PESI, PESI Healthcare, PESI Rehab and Psychotherapy Networker.

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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. Full attendance is required; no partial credits will be offered for partial attendance.

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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