This manual, which is intended for use in conducting individualized inservice training sessions for certified nurse aides employed in nursing homes and boarding homes throughout Maine, contains three sections of learning experiences designed to help health care workers better understand and deal with "difficult" behavior on the part of residents in long-term care settings. Presented first are an introduction that discusses the context in which the manual was developed; explanation of the process-oriented approach adopted in the manual; and description of key characteristics of adult learners. The following topics are covered in the three sections of inservice materials: basic human needs (Maslow's hierarchy of human needs, self-esteem and behavior, admission to long-term care, relocating residents, universal human needs, human needs, getting needs met); factors contributing to problem situations (defining difficult behavior and understanding manipulative, difficult, and aggressive/assaultive behavior); understanding the communication process (communication, knowing residents, problem solving, caregivers). Each section contains some or all of the following: session overview; background information; learning experiences; handouts, worksheets; discussion sheets; discussion questions; instructor's guidelines/notes; case study; assessment guide; and student handouts. Thirty references are listed. Appended are a sample 3-hour training format and activities about Alzheimer disease. (MN)