Clinical Relationships: Improving Communication with Patients, Clients and Families

Credits

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Handouts

Faculty

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Learning Objectives

Learning Objectives -Describe the forms of communication. -Recognize ways to improve their word choice and language usage. -Discuss effective ways to manage difficult patients, clients and families. Agenda 11:00am-11:15am Verbal – the words we choose - messages should be brief, succinct, free of jargon, not create resistance in the listener Nonverbal – our body language - eye contact, posture, excessive movement, body positioning/looking foe "escape" Paraverbal – how we say the words - tone, pitch, too fast/too slow - reflects emotion in the words 11:15am-11:35am Activities to practice word choice, nonverbal messages and paraverbal word usage. How can you say that differently? Reflective Listening 11:35am-11:50am Types of Difficult Clients – How to best manage them (Rights & Responsibilities) Do’s and Don’ts of Managing Difficult Clients – Discussion of respect, attitude, cultural differences, rational detachment, potential for escalation, empathy, identifying options/choices 11:50am-12pm - Summary, Conclusion

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A: Due to credit compliance standards, full attendance is required to receive CE certificate. Therefore, if you arrive to the webinar late or leave the webinar early, you may not qualify to receive a CE certificate.  Jenerations does not offer partial credit for participation.

 

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A: Yes, our Jenerations webinars are live and interactive - not pre-recorded. To receive credit, these webinars should be treated as if you are attending an in-person course in a classroom setting and will also require a minimum participation.  This is tracked via your online participation as well as polls/quiz responses and other applicable certification requirements.

NOTE: Jenerations also offers On-Demand content.  This content is pre-recorded.  Credits may differ from the original Live Webinar offering.

 

Q: Who are you authorized by?

A: While most licensing boards for social work accept CE, credits provided by (ASWB), licensees are responsible for determining where specific courses meet their jurisdiction’s requirements.  State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit.  **It is the responsibility of the registered user to review the details of each program and the credit approvals (noted in the approval statement under the Credits tab) on the website to determine which CE approvals are being offered for each course.

Jenerations Health Education is approved by the following organizations:

• The Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) Program, #1494, which is accepted by most States and Provinces. https://www.aswb.org/ace/ace-jurisdiction-map/
• The Maryland Board of Social Worker Examiners (BSWE).
• Jenerations Health Education is an approved continuing education provider by the Texas State Board of Social Work Examiners – Provider # 6859.
• Jenerations Health Education, Inc. is recognized by the New York State Education Department's State Board for Social Work as an approved provider of continuing education for licensed social workers #SW-0130*Live In-Person, Live Online and Self-Study
• Jenerations Health Education is approved by the National Academy of Certified Care Managers (NACCM) as a continuing education provider, #20-801JHE.

Jenerations Health Education regularly submits programs to the following entities for program approvals:

• Commission for Case Management Certification (Certified Case Managers)
• NAB/NCERS (Nursing Home Administrators)
• National Council of Certified Dementia Practitioners and International Council of Certified Dementia Practitioners (Certified Dementia Practitioners)
• Certified Financial Planner Board of Standards (Certified Financial Planners)

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There are recommended system settings and system requirements.  System requirements are:

• Operating Systems: Windows XP or higher, MacOS 9 or higher, Android 4.0 or higher
• Internet Browser: Internet Explorer 9.0 or higher, Google Chrome, Firefox 10.0 or higher
• Broadband Internet connection: Cable, High-speed DSL & any other medium that is internet accessible.

It is recommended to have a wired connection or at minimum a strong wireless connection.  Should you lose connectivity to the program it may impact your attendance which can impact the participation needed to obtain credit. 

 

Q: Do you offer ADA Accommodations?

A: Yes! If you are requesting ADA accommodations, please contact us via email at contact@jenerationshealth.com  at least two weeks prior to the course date. Requests after that date may not be fulfilled. 

 

Q: What do I do if I have a complaint/grievance?

A: For grievances, contact Jenerations Health Education at 443-416-7710 or contact@jenerationshealth.com. 

 

Bibliography & References

Bibliography & References available upon request

Policies & Accommodations-Recorded Webinars

See below for policies and accommodations information:

• Successful completion of our continuing education programs will require attendance for the entire event as well as completion, submission of the evaluation form & post test.  Certificates will be provided via your account once program requirements have been met.
  • Please note that for recorded webinars, participants must score an 80% on the post test to receive the certificate. Participants will have 3 attempts to take the quiz. Failure to pass at an 80% after 3 attempts means the certificate will not be provided. Participant can purchase program again to view and make further attempts.
• To request an ADA accommodations, please contact us via email at contact@jenerationshealth.com  at least two weeks prior to the course date. Requests after that date may not be fulfilled. 
• For grievances, contact Jenerations Health Education at 443-416-7710 or contact@jenerationshealth.com.
• Refund Policy
  • Recorded Webinars: Purchase of recorded webinars can be refunded in full or exchange for a different recorded webinar within 72 hours of purchase date.
  • Please email contact@jenerationshealth.com to discuss refund and/or exchange.