De-escalating Hostile Clients

De-escalating Hostile Clients 

De-escalation techniques are used to reduce a hostile encounter so that the encounter does not reach the point of an assault. Often, what may seem like minor infractions or irritating behaviors can quickly intensify to physical violence. If you fail to address these behaviors at the onset, they will likely escalate. With preparation and awareness, you can prevent many incidents from escalating. In this course, you will learn strategies for establishing safe environments, identifying warning signs, defusing hostility, setting clear boundaries, and ensuring your safety.

$27.00

Hours: 1.50
REL-HHS-0-DHC-V2

Certificates

Certificates provided by accrediting body (21 Match)

New York State Education Department, Office of the Professions, Division of Professional Licensing Services, Social Work Unit

1.5 HOURS


Relias, LLC 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-0009.

Materials that are included in this course may include interventions and modalities that are beyond the authorized practice of licensed master social work and licensed clinical social work in New York. 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 for an LMSW and LCSW. A licensee who practices beyond the authorized scope of practice could be charged with unprofessional conduct under the Education Law and Regents Rules.

As a provider of online, asynchronous education, some courses offered by Relias Learning are considered “self-study” under section 74.10(c)(2)(ii)(b)(4) of the Commissioner’s Regulations. The regulations limit self-study activities taken from a provider approved by the Education Department to no more than 12 hours in the 36-month registration period or one-third of the hours in a registration period other than 36 months.

Social workers will receive 1.50 continuing education hours for participating in this course. This activity is approved for 1.50 contact hours.

National Board for Certified Counselors

1.75 HOURS







Relias, LLC has been approved by NBCC as an Approved Continuing Education Provider, ACEP No.6110. Programs that do not qualify for NBCC credit are clearly identified. Relias , LLC is solely responsible for all aspects of the programs. This activity is approved for 1.75 contact hours

California Board of Registered Nursing

1.5 HOURS


Provider approved by the California Board of Registered Nursing, CEP# 13791

Nurses will receive 1.50 contact hours for participating in this course.

District of Columbia Board of Nursing

1.5 HOURS


DC-RN -- District of Columbia Board of Nursing Approved Continuing Education program (CE Provider #50-290).

Nurses will receive 1.50 contact hours for participating in this course.

Florida Board of Clinical Social Work, Marriage and Family Therapy and Mental Health Counseling

1.5 HOURS


Provider #50-290 This activity is approved for 1.50 contact hours.

Illinois Professional Counselor/Clinical Counselor

1.5 HOURS


This activity is approved for 1.50 contact hours.

Ohio Marriage and Family Therapist Board

1.5 HOURS


Provider # RTX050401
This activity is approved for 1.50 contact hours.

Ohio Professional Counselor Board

1.5 HOURS


Provider # RCX100502 290
This activity is approved for 1.50 contact hours.

Texas State Board of Professional Counselors

1.5 HOURS


This activity is approved for 1.50 contact hours.

Florida Board of Nursing

1.5 HOURS


Florida Board of Nursing CE Provider #: 50-290

Nurses will receive 1.50 contact hours for participating in this course.

Texas State Board of Examiners of Marriage and Family Therapists

1.5 HOURS


This activity is approved for 1.50 contact hours.

American Nurses Credentialing Center

1.5 HOURS


Relias, LLC is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

Nurses will receive 1.50 contact hours for participating in this course.

Association of Social Work Boards

1.5 HOURS


Relias, LLC, #1273, is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved as ACE providers. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. Relias LLC maintains responsibility for this course. ACE provider approval period: 02/10/2018-02/10/2021.

Course Delivery Format: Asynchronous Distance Learning-interaction includes quizzes with questions and answers, post-tests. This module is Reading-Based.

Social workers completing this course receive 1.50 Clinical continuing education clock hours.

Georgia Board of Nursing

1.5 HOURS


Georgia Board of Nursing CE Provider #: 50-290

Nurses will receive 1.50 contact hours for participating in this course.

Illinois, Department of Financial and Professional Regulation, Marriage and Family Therapist Continuing Education Sponsor

1.5 HOURS


This activity is approved for 1.50 contact hours.

New York State Education Department, Office of the Professions, State Board for Mental Health Practitioners, Mental Health Counselors (MHC)

1.5 HOURS


Relias, LLC, is recognized by New York State Education Department's State Board for Mental Health Practitioners as an approved provider of continuing education for licensed mental health counselors. #MHC-0011

As a provider of online, asynchronous education, some courses offered by Relias, LLC are considered "self-study". The regulations limit self-study activities taken from a provider approved by the Education Department to no more than 12 hours in the 36-month registration period or one-third of the hours in a registration period other than 36 months.

This activity is approved for 1.50 contact hours.

New York State Education Department, Office of the Professions, State Board for Mental Health Practitioners, Marriage and Family Therapists (MFT)

1.5 HOURS


Relias, LLC, is recognized by New York State Education Department's State Board for Mental Health Practitioners as an approved provider of continuing education for Licensed Marriage and Family Therapists. #MFT-0009

As a provider of online, asynchronous education, some courses offered by Relias are considered "self-study". The regulations limit self-study activities taken from a provider approved by the Education Department to no more than 12 hours in the 36-month registration period or one-third of the hours in a registration period other than 36 months.

This activity is approved for 1.50 contact hours.

South Carolina Board of Nursing

1.5 HOURS


This program was approved by the South Carolina Board of Nursing Approved Continuing Education Program (CE provider #50-290) CE Broker Course # 20-[Custom_Code]

National Academy of Certified Care Managers

1.5 HOURS



Relias,LLC is approved by the National Academy of Certified Care Managers (NACCM) as a continuing education provider, #18-502RA.

This activity approved for 1.50 CMC contact hours

West Virginia Board of Registered Nursing

1.5 HOURS


Minnesota Board of Marriage and Family Therapy

1.5 HOURS


This activity is approved for 1.50 contact hours.

Clinical supervision courses may only be used to satisfy CE requirements for individuals who are already Board-Approved Supervisors. They may not be used to meet the 30 hour requirement found in minn. Rule 5300.0160.

Course Details

Course Code: REL-HHS-0-DHC-V2
Hours: 1.5
Type: Online Course
Content Expiration Date: 9/30/2020
Learning Objectives:
Employ strategies to defuse situations.
Understand the prevalence of client based assaults.
Identify and manage potential risks in the environment.
Detect cues of potentially dangerous behavior.
Describe methods for setting boundaries.
Describe techniques for safety when at risk for assault.

Outline:
Section 1: Introduction A. About This Course B. Learning Objectives Section 2: Prevalence and Risk Factors A. Meet Carrie B. Why Is De-escalation Important? C. Impact of the Incident D. High-Risk Industries E. Identifying High-Risk Situations F. Client-Based Assaults Prevalence G. Review H. Summary Section 3: Establishing a Safe Environment A. The Impact B. Choosing the Location for Meetings C. Identify Potentially Dangerous Meetings D. Remove Potentially Dangerous Items E. Remove Personal, Identifying Information F. In-the-Field Considerations G. Review Section 4: Maintaining Composure A. The Impact B. Physiological Responses to Threats C. Your Response to Hostility D. Hot Buttons E. Don’t Take It Personally F. Consider This… G. Tips to Help Maintain Composure H. Passive-Aggressive Behavior I. Review J. Summary Section 5: Assessing the Person and the Potential Risks A. The Impact B. Identify Obvious Anger and Hostile Behavior C. Recognize Cues and Subtle Changes in Behavior D. Quiet Hostility E. Identify Hidden Weapons F. Responding to a Threat G. Desperate Aggressors and Expert Aggressors H. How to Spot an Expert Aggressor I. Dealing with Desperate and Expert Aggressors J. Review K. Summary Section 6: Three Stages of De-escalation A. Three Stages Defined B. Meet Their Needs C. Nonverbal Communication D. Eye Contact E. Paraverbal Communication F. Active Listening G. Let’s Practice H. Build Rapport I. Build Appropriate Relationships J. Working with Clients who Are Impaired K. Dealing with Hostility over the Phone L. Remove the Audience M. Revisiting Raymond… N. Set Clear Boundaries O. Identify “The Line” P. Follow Through with Consequences Q. Let’s Practice: Signing Up With Wanda R. Summon Support S. The Team Approach T. Maintaining Safety When Threatened U. Warning Signs V. How Much Distance? W. Maintain Distance X. Escape Y. Notify Others Z. Physical Restraint Protocols AA. Documentation BB. Obstacles to Reporting CC. The Emotional and Physical Impact of Hostility DD. Review Section 7: Conclusion A. Course Summary B. Summary C. Course Contributor D. References E. Congratulations!

Instructor: Johnny Lee, MS
Johnny Lee is the Director of [email protected], an agency dedicated to the prevention of violence in and through the workplace. He is also the President of ePanicButton, LLC, which provides a desktop software duress alarm program. His previous experience includes his role as the Training Director for the UNC-Chapel Hill Injury Prevention Research Center’s PREVENT program, delivering a national violence prevention training program. He was previously also the Workplace Violence Specialist for the Office of State Personnel in Raleigh, North Carolina. Additionally, he previously served as the Victim Services Coordinator for the Asheville Police Department. Professional association memberships includes his current role as the Secretary for the ASIS Birmingham Chapter, Chair of the Victim Services Interagency Council of North Carolina, a seat on the Board of Directors for the Businesses Continuity Planners of the Carolinas, member of Society for Police & Criminal Psychology, member of the American Society of Safety Engineers, former board member of the NC Victim Assistance Network and an active member of the Public Health Alliance to Prevent Violence against Women. HRD Press has published his human resources book, Addressing Domestic Violence in the Workplace in 2004. Disclosure: Johnny Lee, MS has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Target Audience:
The target audience for this course is: entry level Nurses; entry level Professional Counselors; entry level Social Workers; in the following settings: Health and Human Services.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form (https://www.relias.com/help) or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
Accommodations
If you require special accommodations to complete this module, please contact Relias Customer Support here.