Supporting Guardians in Conflict Communication Skills

Megan Hunter, MBA - CEO, High Conflict Institute

Most workplace communication and conflict management approaches assume that individuals are willing and able to engage in rational problem-solving. While this is often true, many frontline teams regularly encounter situations where it is not—where individuals are highly reactive, focused on blame, or not seeking resolution at all. These interactions can quickly escalate, become time-consuming, and create broader disruption across teams and leadership if not managed effectively.

This training focuses specifically on strengthening conflict communication capability in these more challenging scenarios. Participants will learn how to apply EAR Statements (Empathy, Attention, Respect) and Think Actions in verbal interactions to reduce emotional intensity, de-escalate upset people, maintain professionalism, and guide conversations toward more productive outcomes. For written communication, the program introduces BIFF Responses (Brief, Informative, Friendly, Firm) to help staff respond clearly and confidently in high-risk or sensitive situations, minimizing escalation and misinterpretation.

Where behavior needs to be managed more directly, participants will also be equipped with SLIC Solutions for setting clear limits and reinforcing expectations in a structured, consistent way. Together, these tools provide a practical, repeatable framework that enables staff to handle complex, high-conflict interactions with greater confidence, reduce escalation, and move situations forward even when traditional approaches are ineffective.

Key skill areas include:

• StopB4Engaging: Pausing to regain clarity and avoid reactive responses
• CalmB4Think: Using structured communication (EAR Statements) to reduce emotional intensity and guide conversations toward problem-solving with THINK Actions
• LimitsB4Consequences: Setting clear behavioral expectations and following through appropriately when necessary
• BiffB4Send: Crafting written responses that are Brief, Informative, Friendly, and Firm—particularly in high-risk or sensitive communications

Confidentiality, Discretion & Trust

Dr. Heather Connors - The Center for Guardianship Excellence

Guardians uncover personal information about clients and their families. Often, these clients live in group settings where privacy is limited, and/or they are supported by a varied team of individuals who may not share a deep understanding of confidentiality.

Now add on social media and the over-sharing that has become so widely accepted in many people’s lives, and the challenges associated with maintaining a person’s privacy have grown dramatically.

Yet, “confidentiality, discretion & trust” are still among the most profoundly important fundamental principles of guardianship. What are guardians expected to do to balance collaboration, cooperation and discretion in this day and age?

In this 2-hour virtual workshop, Heather Connors, PhD, Executive Director of The Center for Guardianship Excellence, shares useful and memorable ways to understand and apply new rules of confidentiality to today’s real-world challenges.

During this informative, interactive workshop, participants will learn:

1. How the National Guardianship Association describes expectations for maintaining confidentiality.
2. The topics to focus on where privacy is essential.
3. Best practices for being seen actively protecting confidentiality.
4. Four types of inquiries and how to determine when sharing information is appropriate.
5. Ideas for handling social media.

Session 1 - LGBTQ+ Older Adults and the Cost of Being Invisible

Melissa Wojewnik, CDE®, C.D.S., CPSL® - Executive Director, Cypress Palms

Many LGBTQ+ adults spent decades navigating discrimination before ever entering a care setting. That history doesn't disappear at intake. For a significant portion of this population, it shapes whether they disclose their identity, how much they trust caregivers, and how they engage with the systems now making decisions on their behalf.

Session 2 - Re-instatement of Rights Panel

Irene Rausch, Magistrate Tearney, Magistrate Stevens, Nick Robinson, and Alecia Lyons

The topic of the panel is the process of reviewing and potentially reinstating wards’ rights. This includes the legal and practical considerations around a ward’s right to re-evaluation, guardians’ obligations in responding to Suggestions of Capacity, determining appropriate levels of effort and expense, and what to expect during court proceedings.

Session 3 - Bad Grandson

Master Detective Phillip Klimpel

Master Detective Klimpel will do a case study presentation, involving a grandson, who stole money from his elderly grandma while checked into a facility on her death bed. This "bad" grandson laundered money through multiple accounts and through crypto currency, before ultimately being caught. This case involves several investigative steps, subpoenas, and search warrants, along with many twists and turns throughout the investigation. This was the first crypto currency money laundering case that went to Jury trial in the State of Florida. This case will not only outline investigative steps taken by law enforcement, but will also provide insight on what information law enforcement needs to successfully prosecute elderly exploitation cases.

Session 4 - Bringing The Lost Home – Using Scent To Locate Those Who Wander

Paul Coley – CEO, Scent Evidence K9

Paul Coley – CEO of Scent Evidence K9 presents the ways that trained scent discriminate K9s and proactive scent collection can help responders and caregivers locate and protect those at high risk of wandering. Paul will cover data points that include Florida’s wandering risks associated with Alzheimer’s Disease and autism and how the Bringing The Lost Home Program has effectively been used to locate over 600 people across the state. Paul will also demonstrate how preparing a Scent Kit in advance can help trained scent discriminate K9 responders find a missing person.

Takeaways:

1. Your scent is like your fingerprint to a trained K9. Scent Kits are an effective way for caregivers to pre-collect a person’s unique scent before a missing person event occurs.
2. The Bringing The Lost Home Program connects community organizations and law enforcement response agencies by providing missing person awareness and location tools to families, caregivers, and responders.

Session 5 - Interpretation Vs. Intent when Administering Trusts

Darby Jones, JD and Erica K. Smith Roodhouse

This will be a broad overview of the challenges a Trustee faces when making decisions on behalf of the beneficiary. This presentation will review examples of “discretionary” provisions in trusts and how to interpret them when making decisions about distributions or trust administration. This presentation will also address some best practice tips when reviewing trust provisions and whether it is a trust you want to accept. Finally, this presentation will address some common asset allocations concerns and some pitfalls in the titling of accounts.

Session 6 - Hot Topics and Updates in Guardianship

Honorable Judge Pamela Campbell - Section 4 – Probate and Mental Health Division, Sixth Judicial Circuit of Florida

Join Judge Campbell for an insightful session that delves into hot topics and updates in the world of guardianship. This presentation will explore the latest developments in guardianship law and practice, addressing emerging challenges and potential reforms impacting professional guardians in Florida.

Attendees will gain a deeper understanding of the evolving legal landscape and its implications for their roles as guardians. The session will provide valuable insights into the judicial perspective on guardianship, equipping professionals with the knowledge to navigate current challenges and anticipate future developments in the field.