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S23-208 Transforming the Angry Client: Effective De-escalation and Anger Management Techniques

Total Credits: 3 including 3 Category I CEs

200 Adults, Couples & Families
Jennifer Alfonso, MBA, LCSW-C, CEAP
Course Levels:
3 Hours 15 Minutes



This workshop provides an opportunity for professionals to acquire pragmatic and useful joining and de-escalation techniques for use with angry clients. Providers will learn how to use these techniques to transform angry clients in both short- and long-term settings. Clinicians will acquire practical and advanced skills to identify when clients are getting “too” angry, motivate resistant clients, and de-escalate angry clients.



Jennifer Alfonso, MBA, LCSW-C, CEAP Related Seminars and Products

Jennifer Alfonso, MBA, MSW, LCSW-C, CEAP, is a nationally recognized expert and speaker on anger management and conflict resolution.  Ms. Alfonso founded ANGER  in 1997, a program that receives referrals from the Office of the State’s Attorney in Maryland, Parole and Probation Departments, Therapists, EAPs, and Attorneys.  Ms. Alfonso is a dynamic and engaging trainer who acts as a national consultant to both public and private organizations. She has presented over 2000 workshops to organizations such as: The Department of Justice, American College of Cardiology, Centers’ for Disease Control, NASA, the Department of Health and Human Services, the EPA, and, the National Institute for Health Statistics.

Agenda & Learning Objectives


1:00 – 1:15 

Registration/Log On 

1:15 – 2:45 


2:45 – 3:00 


3:00 – 4:30 

Lecture (Continued) 


Questions & Adjournment 



Upon the completion of this workshop, participants will be able to:

  • Understand the stages of change and how to deal with resistance  

  • Learn lots of practical ways to deal with angry clients 

  • Understand how to disarm angry clients 

  • Increase your de-escalation skills 

Bibliography & References


Course Completion & CE Information

Category I Maryland BSWE Requirement

The Office of Continuing Professional Education at the University Of Maryland School Of Social Work is authorized by the Board of Social Work Examiners in Maryland to sponsor social work continuing education programs. This workshop qualifies for 3 Category I Continuing Education Units. The Office of Continuing Professional Education is also authorized by the Maryland Board of Psychologists and the Maryland Board of Professional Counselors to sponsor Category A continuing professional education.

Please refer to the tab "Live Interactive Webinar Policies & FAQs" for UMSSW Office of CPE policies regarding all live interactive webinar related matters.

Target Audience

Social Workers, LCPCs, and Psychologists

All those interested in Topic Welcomed

Late Fees and Refunds

Fee & Registration:

Cost is $70 and includes CE credit. Registering after May 25, 2023 will incur an additional $20 late fee. *Cancellations must be received 24 hours in advance prior to the live interactive webinar to receive a refund or a credit letter.


*All cancellations will be subjected to a $35.00 administration fee

Live Interactive Webinar Platforms




The Office of Continuing Professional Education hosts Live Interactive Webinars through two platforms: Zoom and WebEx.

Both platforms offer high quality and user-friendly webinar platforms for our registrants.


System Requirements:

  • Operating Systems: Windows XP or higher; MacOS 9 or higher; Android 4.0 or higher.
  • Internet Browser: Google Chrome; Firefox 10.0 or higher.

Our system is not compatible with the Safari web browser.

  • Broadband Internet Connection: Cable, High-speed DSL and any other medium that is internet accessible.

**Please have your device charging at all times to ensure that your device does not lose power during the webinar.


Course Interaction Requirements:

To participate in Live Interactive Webinars, you MUST have a device that allows you to view the presentation on screen and hear the instructor at all times. We do not allow participants to call-in from their phones or mobile devices and solely listen to the presentation. Participation in Live Interactive Webinars is mandatory.

Webinar Policies & FAQs

Click The Link to View The Webinar Policies & FAQs