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Lynell Bond, MEd, LSW, LPC

2019 CSA Conference


Lynell Bond, MEd, LSW, LPC

Jewish Family Services of Fort Worth and Tarrant County



Dealing with Difficult Clients - Why Me Lord!

Many people label some of the clients they work with as "difficult."  There are many behaviors that may be called "difficult" or "challenging" such as complaining, arguing, being stubborn, frequently calling the CSA, being physically aggressive, being depressed, lying, and others.  Sometimes clients who have physical disabilities or are of another culture can make the CSA perceive them as difficult. There are also many reasons behind the client's "difficult" behaviors such as dementia, certain drugs, and certain diseases or medical conditions.  Looking at the problem from the client's perspective can be very helpful.  It may teach the CSA things about the underlying reasons that clients act the way they do such as fear, pride, anger, and losing control of their life. 

Communication is a basic key to being able to work with challenging clients.  Diffusing the situation, changing the subject, asking questions, reframing, using good listening skills, and many more are ways to help reduce problems. There are specific ways to work with clients with hearing and visual problems that can make communication with these populations easier.  It is also important to learn what not to do or say.  Being judgmental is never helpful, while putting oneself in the client's shoes is often valuable. Understanding some common behaviors of people with dementia can be very valuable. Learning how to "deal" with difficult clients can make a CSA's job more enjoyable, less stressful, and rewarding.  It can also help with one's own personal growth and improvement in ways that transfer to every day life.   

Learning Objectives

  • Identify many situations that are often caused by persons they perceive as difficult
  • Identify causes behind "difficult" behaviors and learn to be more understanding
  • Identify appropriate ways to communicate with challenging clients

About Lynell

Lynell Moses Bond received her undergraduate degree from the University of Houston and her master’s degree in education in counseling from the University of North Texas.  She is a licensed social worker and a licensed professional counselor.  She has worked with older adults for over 25 years.

Lynell was the Vice-President of Client Services for Meals On Wheels, Inc. of Tarrant County where she supervised many case managers.  She developed many resources to assist clients, families, and caregivers.  Lynell counsels adults with personal growth issues, marriage and family problems, caregiving problems, and grief.
Lynell has presented at several conferences about case management, grief issues, dementia, and dealing with difficult behaviors in clients.

Lynell was born in Fort Worth, Texas and is proud to be a native Texan and to brag about all the wonderful things available in her city and state.  She is the oldest of five children, so she began to learn about dealing with difficult behaviors from her growing up years.

Lynell lives with her husband, and near her two children and two grandchildren and all of her siblings. Lynell believes that volunteering is an important part of life and has volunteered for many community service agencies since her youth.  She has served as chair/president of numerous non-profit organizations. She loves the theater, music, cruising, and cooking.  She is an avid reader, especially of the daily newspaper.  She is not a facebook fan. The most unique thing about her is that she never watches television.

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