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Meet patient defenses with calm, skilled communication. This presentation will help serious illness care professionals understand avoidance and defense mechanisms, respond constructively, and use practical scripts to reduce anxiety while preserving trust.

KEY WEBINAR TAKEAWAYS
Adaptive denial (which serves to preserve coping capacity) versus maladaptive defense mechanisms (that impede essential end-of-life care planning or symptom management)
Specific, non-confrontational communication techniques (e.g., gentle reframing, normalizing, validating the underlying fear) to safely explore critical topics without escalating patient or family defenses
How to recognize personal emotional responses such as professional frustration, urgency, or the impulse to “fix” when encountering rigid patient avoidance, and strategies for maintaining professional neutrality and empathy

BONUS MATERIALS
Separate reference materials related to script options
Checklist for clinicians identifying defense mechanisms

WEBINAR DETAILS
When facing serious illness, patients and families often activate powerful, unconscious psychological defense mechanisms such as denial, projection, and intellectualization to cope with overwhelming anxiety and a loss of control. For those working in serious illness care, these behaviors can easily be misread as “resistance” or non-compliance, triggering a professional urge to force reality or push for immediate closure.

This presentation will reframe these defenses not as barriers to be broken down, but as vital psychological scaffolding protecting the patient’s inner stability. Rooted in psychodynamic theory and family systems models, this talk will explore the unconscious fears driving patient retreat and examine the clinician’s own internal landscape (countertransference). Walk away with a deeper clinical understanding of serious illness coping styles and concrete, real-time communication scripts designed to de-escalate anxiety, honor emotional pacing, and build a safe therapeutic alliance without stripping away a patient’s necessary emotional armor.

THIS WEBINAR WILL BENEFIT THE FOLLOWING AGENCIES:
Hospice
Home Care
Home Health
Palliative Care

WHO SHOULD ATTEND?
Nurses
Physicians
Social workers
CNAs
Chaplains

TAKE-AWAY TOOLKIT
Employee training log
Interactive quiz
PDF of slides and speaker’s contact info for follow-up questions
Attendance certificate provided to self-report CE credits

NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other institutions or those not employed by your institution is prohibited. Print materials may be copied for eligible participants only.
Presented By Vickie Leff

The OHPCA partners with HOSPICE & HOME CARE WEBINAR NETWORK providing educational offerings at a discount to OHPCA members. To learn more about accessing these webinars, please visit the HOSPICE & HOME CARE WEBINAR NETWORK FAQ PAGE: Webinar Support | Hospice Agency Webinar | HHWN