Transforming Communication with Older Adults: A Radically Different Response to Refusal of Care and Other Challenging Reactions

Tuesday, March 17, 2026 (1 – 2:30 pm ET)

Presenter:  Paige Hector, LMSW

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CEs: 1.5 Social Work Contact hours

Sometimes people do or say things that can be difficult for us to understand and tolerate.  In a healthcare setting, this might look like “refusing” care or reactions that are often labeled as “behaviors.” Even with increased recognition of trauma-informed care, the power dynamics in our work environments can make it difficult to respond to clients in a way that does not compromise care. Moreover, even our well-intentioned approaches may perpetuate the ageism that pervades our society, and to which healthcare settings are not immune. In this session, we will explore Nonviolent Communication (NVC), a communication process designed to radically shift the way we think and use language in everyday situations to enhance the quality of our relationships. Social workers will learn how NVC principles and skills can stimulate a paradigm shift for a more collaborative way of providing care and creating a therapeutic environment in healthcare settings. While this session focuses on older adults, the material applies across age groups and settings and supports social work values of advocacy, an individual’s dignity, and our collective humanity.