Managing Conflict and Anger with Consumers, Caregivers and Providers

Amy Saville, LCSW – 3 CEU’s

9:30 to 12:30

May 20, 2021

A live interactive training using the Zoom Pro platform

Price per person $89


When people are experiencing distress, misdirected anger is often the result. This is exacerbated by the anxiety and uncertainty we experience due to the pandemic. This workshop will assist participants in acknowledging anger from consumers, providers and others while trying to effectively assist them. Self-regulation techniques will be presented and practiced. The training offers immediately usable tips for de-escalation as well as insight into this all-too-common behavior our frontline staff must manage every day.

Training Objectives:

Participants will:
1.      Learn and practice  three strategies for de-escalating client and/or provider anger and hostility during contacts.
2.      Be able to describe and practice techniques for regulating their own reactions to adversarial or hostile contacts.
3.      Demonstrate the application of conflict resolution skills to manage confrontations with clients displaying anger and hostility.
4.      Be able to describe the potential underlying concerns and issues that clients, while seeking help, express as hostility and anger


Time Content
9:30 – 9:45 Introductions and program overview
9:45 – 10:15 Case Scenario – Observations
Breakout Groups and debrief
10:15  – 10:30 Untangling client anger and hostility – what’s really going on here?
– Trauma-informed practice
– Understanding Projection
– Hearing the underlying concern
10:30 – 11:15 Skills for managing one’s own feelings in the face of hostile encounters
– Building space between action and reaction
– Self-care and self-regulation in the face of hostility
– The counterproductive results of counter-hostility
– Understanding defensiveness
11:15 – 11:45 Conflict Resolution
– Active Listening
– Clarification
– Sending the right message
– Cooperative problem solving
11:45 – 12:15 Active Skill Practice – breakout rooms
12:15 – 12:25 Reflections and Parting thoughts
12:25 – 12:30 Evaluations and Adjournment

CEU Hours: 

This event is co-sponsored by Bryn Mawr College Graduate School of Social Work and Social Research (GSSWSR) for a maximum of 3 credit hours. Bryn Mawr College GSSWSR, as a CSWE accredited School of Social Work, is a pre-approved provider of continuing education for Social Workers, professional counselors, and marriage and family therapists in Pennsylvania and many other states.

About the Trainer:

Amy Saville, LCSW, is a licensed clinical social worker in Middlesex County, NJ with a career history spanning 18 years of service to children, families, and child-serving organizations. She currently is a Training Consultation Specialist for Rutgers University Behavioral Health Care as well as project coordinator and lead trainer for “Creating Safe and Respectful Environments,” an initiative funded by the NJ Juvenile Justice Commission. In this role she coordinates a training program for juvenile detention centers and state run secure care facilities and residential centers on the topics of mental health disorders among adolescents, crisis intervention techniques and suicide prevention. In her private practice she also provides training to schools and other community groups in New Jersey and Pennsylvania on these topics.

Amy has worked extensively with children and adolescents as a clinician in private practice, and with University Behavioral Health Care’s Child and Adolescent In-patient and Regional Response Units. In this role she provided crisis intervention, evaluation, and ongoing therapeutic services as well as advocacy on behalf of adolescents and their families. She specializes in adolescent suicide prevention and working with treatment-resistant youth.

Procedure: After registration, you will be sent a confirmation, and a receipt of payment. A few days before the training you will receive a packet containing instructions for logging on to the Zoom session, handouts, and the requirements for your certificate and CEU’s (if applicable)

Cancellations and Refunds: Canceling your registration must be done by email ( prior to five business days from the training date. If you have paid the fee, you will receive a refund or credit (your choice). If you fail to cancel prior to five business days and have paid, you or your agency will forfeit the fee. If you fail to cancel prior to five business days from the training date and have not paid, you or your agency will be billed for the full fee. Thank you.

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Event Details

  • May 20, 2021 9:30 am   -   12:30 pm
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