Sandra RhotenAssociate Dean of Students

Judicial Affairs

Dealing with:

CHALLENGING COWORKER OR STUDENT SITUATIONS

“Without difficulties, life would be like a stream without rocks and curves – about as interesting as concrete.”

Benjamin Hoff: The Te of Piglet

Overview of Session

Overview of Issues

• Who is a difficult person?

• How do you feel when you encounter a difficult

person?

POLL:What would you do if you had

to deal with a difficult person?

Fight ‘em

Charm ‘em

Forget ‘em

rob you of your dignity

destroy your self confidence

increase your stress levels

destroy your moraleerode your self esteem

foster negativitydecrease productivitymake life hellish

Difficult people can:

Brainstorm examples of situations in work setting

Understanding more about

anger

Managing your own anger

Dealing with other people’s

anger

Managing Anger

Listen to them without defensivenessTry to restate the issue from your point-of-

viewExplain your point-of-view with care – make

it easy for them to understand you. This is the skill of assertion: being able to express your point-of- view without alienating them. Use “I” statements instead of “You” statements

Don’t rushDon’t be a difficult person for them

Handling a difficult person:angry / upset

Difficult People

BULLS come out charging, always on the offensive, may believe others to be inferior

OSTRICHES bury their heads in the sand, trying to avoid problems rather than deal with them

HYENAS create a negative atmosphere by being sarcastic and casting doubt on everything

DISCUSSION

DISCUSSION

DISCUSSION

Group discussion on effective

strategies for responding to difficult people

Set standards / clarify expectations / notify students

Develop office protocol for dealing with issues

Establish consequences including conditions under which a student would be asked to leave the office

Train staff

Strategies for preventingdifficult behavior in an office

setting

Early interventionProgressiveConsistentConsult with supervisorMeet with studentWhen appropriate, report student to Judicial Affairs

When appropriate, report student to University Police

Strategies for respondingto difficult behavior

Meeting with the difficult studenta.Remain calmb.Be specific about the inappropriate behavior the student has exhibited. Describe the behavior, don’t focus on the person. Explain why the behavior is a problem.c.Ask questions and summarized.Conclude by summarizing any resolution and articulating

expectations for the future. Be clear that continued inappropriate behavior may result in a referral to the

Dean of Students Office, Judicial Affairs for disciplinary action and possible loss of the opportunity to attend the lab.e.Maintain written documentation of the interactionf.Terminate the conversation if it becomes apparent that the

student is unwilling or unable to listen to your concerns and requests.These recommendations are based on the expectation that students can and will be reasonable if they have adequate information, clearly understand parameters, and are treated with respect. The expectation is that students can change their behavior. However, if they demonstrate unwillingness or inability to change, then additional interventions, including removal from the office, may be necessary.

University Resources University Police

Emergency 911 Non-emergency 2515

Counseling and 3040 Psychological Services

Dean of Students Office 3211 Judicial Affairs 4436

Consultations Disciplinary process Sanctions Record

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