Despite provider empathy and good intentions, not all older persons are responsive in the service interaction. This training will help participants identify, understand and respond more effectively to consumers who exhibit challenging behaviors.

This course will help participants understand that behavior has meaning and as service providers we must understand the importance of identifying what is underlying the behavior in order to effectively work with the individual. The interactive training is based on a behavioral approach and reinforces learning with case review from participants’ practice as well as training case examples/videos.

PLEASE NOTE: This is a three-part series of half-day sessions. To receive the 9 CEUs available, you much attend all three sessions in the series.

Learning Objectives

In this series of three sessions you will:

• Examine a variety of problematic behaviors encountered in older consumers: the resistantconsumer, the angry consumer, the paranoid and passive consumer. 
• Outline practical strategies for dealing with such behaviors and consider how these behaviors relate to important behavioral health diagnoses and conditions 
• Understand the implications of your personal style and issues in dealing with difficult consumer behaviors. 

Trainer: 

Nancy Morrow draws on more than 35 years of experience in a variety of roles in community-based long-term care and geriatric behavioral health. She provides training and consultation services in aging and teaches in the MSW program at the University of Pennsylvania School of Social Policy and Practice.

Effective communication skills are the cornerstone to success in the business world today. Every job, no matter what it is, requires excellent communication capabilities. If you want to progress in your role, you need to be able to both express yourself clearly and be able to listen and understand the needs, wants and intentions of others when they communicate. Therefore, these training course materials are suitable for everyone in any role.

Learning Objectives

After participating in this workshop, participants will be able to:

• Communicate clearly and get their message across
• Encourage others to open up and speak freely with them
• Communicate confidently with people at all levels
• Cope with difficult communication situations
• Inspire people around them, bringing out the best in each and every individual.
• Overcome communication barriers and improve working relationships.
• Create a positive work environment through proactive discussions.
• Improve their self-awareness when communicating and reduce office friction.
• Simply communicate quickly and efficiently, for overall organizational success.
• Keep their discussions focused on clear outcomes.

Hard Conversations, also known as Crucial Performance Coaching, are a vital component of performance management that focuses on enhancing your organization's efficiency and effectiveness. Contrary to micro-management, it aims to foster professional growth in employees and ensure that business goals are met satisfactorily. Exceptional feedback and accountability conveyance play a crucial role in this process.

In this workshop, participants will learn how to define performance management and understand its inner workings, equipping them with the necessary tools for success. Additionally, participants will delve into Kolb's Learning Cycle, understand the importance of motivation, and develop skills in maintaining a performance journal and creating a performance plan. These elements are essential for fostering a culture of continuous improvement and achieving organizational objectives.

Learning Objectives

After participating in this workshop, participants will be able to:

• Define performance management.
• Convey the spirit of Job Ownership.
• Understand how performance management works and the 6 keys to improving team member performance.
• Learn the 3 phases of performance management and how to assess it.
• Discuss effective goal setting in everyday terms.
• Learn how to use critical nuances to the” Feedback Sandwich”.
• Identify the vital components of the Adult Learning Cycle.
• Recognize & Deliver inspiration and motivation.
• Develop a performance journal and performance plan.

Positive and negative stress is a constant influence on all our lives. The trick is to maximize the positive stress and minimize the negative stress. You will learn how stress can be positive and negative and explore the Triple A approach that will form the basis of this workshop.

This Stress Management course will give participants a three-option method for addressing any stressful situation, as well as a toolbox of personal skills, including using routines, relaxation techniques, and a stress log system. They will also understand what lifestyle elements they can change to reduce stress.

Learning Objectives

After this workshop you will be able to:

• Identify the major stressors in your work and personal life.
• Identify lifestyle elements that may be contributing to your stress.
• How to use routines and relaxation techniques to deal with stress.
• How and why to maintain a stress log system

As the title implies, this full-day workshop is for solid intermediate users who want to learn how to make the most of Excel®’ features and functions and push their skills to the next level and advanced users who are eager to learn additional shortcuts and tips that will boost their speed and productivity in Excel.

Learning Objectives

Participants in this workshop will learn:

• The fastest-growing way to share your spreadsheets with others
• Control functions most people don’t know they have or can use
• Times when AutoFilter is a terrific tool – and times when it’s not
• Simple shortcuts for creating Custom AutoFilters
• Using macros to automate your worksheets
• The 7 parts of the VB workspace and how to maximize your abilities with each
• Everything you’ve ever wanted to know about Pivot Tables

Improving mindfulness is about understanding yourself and being “in the moment”. You will become more mindful of your actions and learn how to express and interpret your present environment. You will learn to create positive connections and increase your self-regulation of attention and personal experiences.

Improving mindfulness will provide benefits throughout your professional and personal lives. Gratitude, filtering and active listening techniques will give you the advantage of seeing things in a new light.

Learning Objectives

Participants in this workshop will learn:

o   How to effectively “live in the moment”

o   To develop a clearer understanding of yourself

o   To use the specific techniques of gratitude and filtering

o   The many benefits of developing “Active Listening” skills

Teamwork is a part of everyday business life. Whether it’s virtual, in the office or a hybrid combination – we are often expected to be a functional part of a team. Having strong teams benefits every organization and contributes to their overall success.

Through this Team Building for Managers course you will explore the different aspects of a team, as well as ways that they can encourage peak performance from their team. Activities that build camaraderie, develop problem solving skills, and stimulate interaction will help build skills.

Anyone who is in a leadership role, regardless of your title, will benefit from participation in this workshop.

Learning Objectives

After this workshop you will be able to:

• Articulate the benefits of building a cohesive, effective team.
• List specific strategies for encouraging peak performance.
• Determine the appropriate atmosphere for building camaraderie among team members.
• Help the team develop its own set of problem-solving skills to foster cooperation and synergy.
• Utilize the best techniques for following up with each team member

Conflict is something present in all our lives. Conflicts may occur big and small, in our personal or professional lives, and for multiple reasons. Whatever the reasons, one thing is true and constant: Knowing how to resolve conflicts before they escalate is crucial.

Everyday challenges and distractions can build incrementally forcing a serious escalation. This course will help you recognize key pre-escalation red flags and give you healthy strategies to minimize escalations.

Not only is this a conflict resolution course, in many ways it is also a social skills course in general, which means you will be able to transplant many of the techniques from this context to other areas of life (relationships, family, friends, and others).

 Learning Objectives

After this workshop, you’ll be able to:

• Effectively address and de-escalate conflicts, using appropriate techniques to deal with the person’s emotions or complaints
• Properly analyze people’s rules and how to avoid breaking them, avoiding future conflicts
• Mediate intense situations between third parties, evaluating both positions impartially
• Avoid the common escalation traps in conflicts