Philadelphia Corporation for Aging Training Catalog

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.