FALL AND WINTER CEU PROGRAMS

Verbal De-Escalation of Aggressive Customers

Friday, September 27, 2019
Register at: http://events.constantcontact.com/register/event?llr=xn5hae6ab&oeidk=a07egj684rf44c73a35
Registration Deadline: Friday, September 20, 2019
Speaker: Louis Vincent

Yelling, threatening, swearing and pacing; these are the telltale signs that your customer is so upset that they may try to harm you. Calming aggressive customers and preventing the situation from escalating is something that is within your control. This seminar will present both organizational and individual strategies that can be implemented in social service settings to curtail violent episodes and successfully defuse aggressive customers. The Violence Cycle, when and how to interrupt it, will be discussed. Come prepared to tell your own "war stories" and increase the skills and knowledge you need to keep yourself and others safe at work.

Louis (Lou) Vincent is the Vice Principal of Rizzo & Associates LLC, a management training and consulting firm established in 1984. He has also served the firm as a trainer and consultant for nearly three decades. Prior to coming to Rizzo & Associates, Lou was employed as a Supervisory Administrator at Boys Village, a residential treatment center for adolescent boys. He holds a certification in Organizational Behavior from Heriot Watt University in Scotland (2002). Lou is a co-author of Health, Mind, Body, Soul (2012) and the author of The Master Negotiator (1999.) He has conducted over 5000 days of training for adult learners since 1991 for government, non-profit and corporate entities in the U.S., Canada, and Jamaica. Lou’s favorite topics to present include leadership, team building, diversity, preventing workplace violence and bullying, interviewing skills, customer driven service, verbal de-escalation and communication enhancement.

Learning Objectives:

  • Describe the violence cycle and how to interrupt it.
  • Apply strategies that will make you effective in talking down an agitated customer while keeping yourself safe.
  • Identify the image you are projecting to the aggressive person and demonstrate how to modify your stance, expression and voice tone to be non-threatening and calming in an escalating situation.

Seniors Can Be Bullies Too

Friday, September 27, 2019
Register at: http://events.constantcontact.com/register/event?llr=xn5hae6ab&oeidk=a07egj684rf44c73a35
Registration Deadline: Friday, September 20, 2019
Speaker: Louis Vincent

When you hear the words “senior citizen” does it conjure up images of sweet tempered, silver haired individuals who are determined not to be a burden to others? Not all seniors fit this stereotype. Some are ill-tempered, controlling, irrational and even violent, and they provoke fear in others who must live in close proximity to them. This workshop addresses the issues of seniors who bully their peers. Come to learn why senior bullying occurs, who tends to be the target, how to identify both perpetrators and victims, and how to intervene in situations involving senior bullying.

Louis (Lou) Vincent is the Vice Principal of Rizzo & Associates LLC, a management training and consulting firm established in 1984. He has also served the firm as a trainer and consultant for nearly three decades. Prior to coming to Rizzo & Associates, Lou was employed as a Supervisory Administrator at Boys Village, a residential treatment center for adolescent boys. He holds a certification in Organizational Behavior from Heriot Watt University in Scotland (2002). Lou is a co-author of Health, Mind, Body, Soul (2012) and the author of The Master Negotiator (1999.) He has conducted over 5000 days of training for adult learners since 1991 for government, non-profit and corporate entities in the U.S., Canada, and Jamaica. Lou’s favorite topics to present include leadership, team building, diversity, preventing workplace violence and bullying, interviewing skills, customer driven service, verbal de-escalation and communication enhancement.

Learning Objectives:

  • Identify the common signs and features of senior bullying.
  • Describe why senior bullying occurs.
  • Recognize victim symptoms that indicate someone is being targeted by a senior bully.
  • Demonstrate how to prevent and/or intervene in situations of senior bullying.
  • Explain how to address the situation when the bully or the target or both have dementia.
  • Practice bullying interventions by addressing case studies of real incidents of senior bullying.

Treating Addiction Across Generations: Tweets Vs. Talking and Everything In between

When: Friday, October 18, 2019
Time: 9:00am – 12:15pm (Registration begins at 8:30am)
Register at: http://events.constantcontact.com/register/event?llr=xn5hae6ab&oeidk=a07egj6kaq070424191
Registration Deadline: Friday, October 11,  2019
Speaker: Rita Rizzo

Can generational differences interfere with effective treatment when there is a significant age gap between clients and clinicians? Do similar issues occur when a supervisor is from a different generation than the staff who report to them? Has the electronic era created a communication barrier that causes rapport between the generations to diminish?  Attend to discuss and overcome these and other generationally driven issues that create challenges when providing targeted treatment to clients and building synergistic treatment teams.

Rita Rizzo is the Principal of Rizzo & Associates LLC, an Ohio based consulting and training firm established in 1984. She holds a Master’s Degree in Training and Human Resource Management from the University of Leicester in Leicester, England, (1999) and received her undergraduate education in the fields of psychology and nursing. Rita has been a professional development trainer for over three decades and is the author of the books Greater Woman in a Lesser World (2015), Family Footprints (2015), The Culture of Generational Poverty: Providing Meaningful Help to the Impoverished (2009) and co-author of the books Workplace Violence: A Seven Step Process to Address and Manage Potentially Violent Situations in the Workplace (2010) and Health Mind Body Soul (2012). Rita has 33 years of experience training social service, healthcare and government professionals. The training topics Rita offers include diversity, workforce violence and bullying prevention, leadership, management, team building, customer service and professional development.

Learning Objectives:                                                                           

  • Practice with case studies involving treatment and leadership issues in cross-generational parings.
  • Describe the impact of the choice of communication modalities on team and client processes and outcomes.
  • Identify options to overcome communication and generational differences and foster synergy between supervisors, staff and clients.

Sex and the Single Senior

Friday, October 18, 2019
Time: 1:00pm – 4:15pm (Registration begins at 12:30pm)
Cost: $45 ($75 total for the day if registering for both programs on 10/18/2019)
Register at: http://events.constantcontact.com/register/event?llr=xn5hae6ab&oeidk=a07egj6kaq070424191
Registration Deadline: Friday, October 11, 2019
Speaker: Rita Rizzo

Sex and the Single Senior: Why should the social service professional care whether or not their senior client is sexually active? Questions regarding sex and the senior almost always seem invasive, and no one really wants to ask them, even though the answers might be vital to the health and safety of our senior clients. Attend this workshop to learn how to comfortably interview seniors about sex related matters. Join us to discuss healthy senior sexuality, the rise of STDs as Baby Boomers age, the impact of Viagra on senior life, online senior dating, and senior sexual abuse. Leave with a better understanding of the sexual habits of today’s seniors.

 Rita Rizzo is the Principal of Rizzo & Associates LLC, an Ohio based consulting and training firm established in 1984. She holds a Master’s Degree in Training and Human Resource Management from the University of Leicester in Leicester, England, (1999) and received her undergraduate education in the fields of psychology and nursing. Rita has been a professional development trainer for over three decades and is the author of the books Greater Woman in a Lesser World (2015), Family Footprints (2015), The Culture of Generational Poverty: Providing Meaningful Help to the Impoverished (2009) and co-author of the books Workplace Violence: A Seven Step Process to Address and Manage Potentially Violent Situations in the Workplace (2010) and Health Mind Body Soul (2012). Rita has 33 years of experience training social service, healthcare and government professionals. The training topics Rita offers include diversity, workforce violence and bullying prevention, leadership, management, team building, customer service and professional development.

Learning Objectives:

  • Identify gaps in personal knowledge of senior sexual behavior.
  • Demonstrate how to instruct seniors as to how to be sure they are having safe sex.
  • Explain how aging impacts sexual activity and appreciate the psychological and physiological benefits and challenges of senior sex.
  • Compare the pros and cons of online dating for seniors.
  • Recognize the rise of specific STDs in the senior population.
  • Describe the signs of senior sexual abuse.

Who Ruffles Your Feathers?

Tuesday, November 5, 2019
Time: 8:30am – 4:00pm (Registration begins at 8:00am)
Cost: $75
Register at: http://events.constantcontact.com/register/event?llr=xn5hae6ab&oeidk=a07egj6yck9794cbacb
Speaker: Marcella Balin, RN, BSN

Do you ever wonder if your spouse or one of your co-workers is from another planet?  How irritated do you get when that client shows up 30 minutes early for an appointment one more time?  Do you get frustrated that a task you find so difficult a co-worker or family member finds so easy?  The knowledge we have about the brain, and its natural tendency towards having a "dominance" suggests that by understanding these intricacies we each can assume a new perspective on the work we do, the people we serve and the elements that create stress in our lives.

Marcella Balin is a well-known and highly regarded educator and presenter. She is an independent nurse entrepreneur and lecturer with thirty-eight years of experience.  She began her nursing career in  Brooklyn, NY and spent a decade moving into the field of education. She parlayed years of widely varied teaching experience into a career of independent teaching and presenting. Her BSN is from Wright State University in Dayton, and she brings years of ongoing professional education in human and organizational development to her workshops.  She is a very energetic and dynamic speaker. 

 Learning Objectives:

  • Identify basic characteristics described in the four-quadrant brain model.
  • Discuss this relationship to one’s own and others’ ability to accomplish certain tasks.
  • Relate different thinking patterns to incidents of personal and/or professional frustrations.
  • Correlate various quadrant characteristics with the creative problem solving process.

The Challenges of Cleanliness, Clutter and Hoarding with Older Adults and Their Families

Thursday, November 21, 2019
Time: 8:30am – 12:45pm (Registration begins at 8:00am)
Cost: $55
Register at: http://events.constantcontact.com/register/event?llr=xn5hae6ab&oeidk=a07egj70h6ua7832e3b
Registration Deadline: Thursday, November 14, 2019
Speaker: Paula Taliaferro, MGS, LSW

One of the current challenges of working with older adults and their families is keeping households functional for as long as possible. Most older adults desire the highest level of independence possible while their families are concerned about the safety of day to day living arrangements.  An issue which influences this dynamic in families is the amount of “stuff” in the house or apartment.  In addition, service providers are often challenged to provide quality care in environments which may not be ideal from a cleanliness or clutter standpoint.  This workshop examines the issues around cleanliness, clutter and hoarding.  It looks at the psychosocial dynamics of each as well as the possible causes and reasons for the behaviors when they become a barrier to care.  It will provide practical suggestions for assessing situations as well as providing quality care while respecting individual rights.

Paula Taliaferro, MGS, LSW works at the Central Ohio Area Agency on Aging as an Outreach and Educational Specialist.  She has a Master's Degree in Gerontology from Scripps Gerontology Center at Miami University and a License in Social Work in the State of Ohio.  She is a PAC Approved Trainer under Teepa Snow's Positive Approach Certification, and she is a developer of the "Aging in Ohio" course which is required of many professionals who work with older adults.  In addition, she is one of two developers of the "Fundamentals of Guardianship" course sponsored by the Ohio Supreme Court's Judicial College.

Learning Objectives:

  • Provide a uniform definition for the terms we are using to describe behaviors.
  • Identify the psychosocial components surrounding cleanliness, clutter in households and hoarding behaviors including the DSM-5 definition of hoarding disorders.
  • Describe the assessment tools which look both at the person and the living situations. Provide tips and suggestions to use in assessment.
  • Describe 3 strategies for assisting families to communicate about these issues more effectively.
  • Identify 10 practical suggestions to continue to provide quality care in situations where the cluttered conditions are a barrier.

How to Recognize & Handle Mental Health Issues with Renal Patients

Wednesday, December 11, 2019
Time: 9:00am – 12:15pm (Registration begins at 8:30am)
Cost: $45 ($75 total for the day if registering for both programs on 12/11/2019)

Registration will open 10/1/2019
Registration Deadline: Wednesday, December 4, 2019
Speaker: Thomas W. O’Reilly, MS, PCC

With the increasing prevalence of Chronic Diseases in America, more people are receiving treatment from their healthcare provider than ever before. Diabetes is among the most rapidly rising Chronic Diseases, and it is also the biggest cause of Renal Failure.  As people learn to adjust to the reality of their diagnosis, they can develop Mental Health issues as well. In this presentation, participants will review the Forms and Stages of Chronic Renal Failure and many of the symptoms of this debilitating disease. They will consider 4 of the most common Mental Health Issues Renal Patients may face and the symptoms of each. Lastly, they will learn steps they can take to help Renal Patients who struggle with Mental Health issues.

Thomas O’Reilly, MS, PCC is the Founder and President of A Better Way, LLC. He is a recently retired Counselor and Mediator, and now works as a National Public Speaker/Trainer. His 21 years of Counseling practice included work with children, adolescents, adults, couples and families, geriatrics, those experiencing loss, and a wide array of emotional and personal issues, as well as spiritual concerns. He worked as a Substance Abuse Therapist for over 10 years, both in residential and outpatient settings.  He worked part-time as a Clinical Screener providing Psychiatric Emergency Services to severely mentally disturbed patients. He has 12 years of experience in mediation. He holds a BS in Business Administration from The Ohio State University and a MS in Marriage and Family Therapy from The University of Akron. He is licensed by the State of Ohio as a Professional Clinical Counselor, with Supervisory credentials. He is a past member of the Ohio Counseling Association, and past member of Toastmasters, International. He is passionate about the Buckeyes, golf and eradicating Human Trafficking in the world.

Learning Objectives:

  • Pending

 Un-Ethics; Living in a World Without Ethics?

Wednesday, December 11, 2019
Time: 1:00pm – 4:15pm (Registration begins at 12:30pm)
Cost: $45 ($75 total for the day if registering for both programs on 12/11/2019)

Registration will open 9/16/2019
Registration Deadline: Wednesday, December 4, 2019
Speaker: Thomas W. O’Reilly, MS, PCC

It may be hard, if not bordering on impossible to imagine the absence of Ethical Principles and Values in our human experience. But think about it. Remove honesty, fidelity, confidentiality, and so on, and try to consider what would evolve in its place. In this seminar, participants will review the more common Principles and Values of American Ethics, including a definition of Ethics. They will also try to define what would replace them if they were gone. Also, participants will look at some environments where ethics are at a minimum if not absent and consider living in that reality.

Thomas O’Reilly, MS, PCC is the Founder and President of A Better Way, LLC. He is a recently retired Counselor and Mediator, and now works as a National Public Speaker/Trainer. His 21 years of Counseling practice included work with children, adolescents, adults, couples and families, geriatrics, those experiencing loss, and a wide array of emotional and personal issues, as well as spiritual concerns. He worked as a Substance Abuse Therapist for over 10 years, both in residential and outpatient settings.  He worked part-time as a Clinical Screener providing Psychiatric Emergency Services to severely mentally disturbed patients. He has 12 years of experience in mediation. He holds a BS in Business Administration from The Ohio State University and a MS in Marriage and Family Therapy from The University of Akron. He is licensed by the State of Ohio as a Professional Clinical Counselor, with Supervisory credentials. He is a past member of the Ohio Counseling Association, and past member of Toastmasters, International. He is passionate about the Buckeyes, golf and eradicating Human Trafficking in the world.

Learning Objectives:

  • Pending
Need More Info: Contact Us
Phone: 800-626-7277
Email: trainingwraaa@areaagingsolutions.org

**Views and written materials presented during the presentations are those of the individual presenter and do not necessarily represent the official views and/or opinions of the Western Reserve Area Agency on Aging.