DEALING WITH DIFFICULT SITUATIONS

ü      Make sure you understand the situation; listen carefully. Listen to what is being said, not how it is being said.

ü      Ask specific questions if the situation is not clear. This gives you time to evaluate the situation before reacting.

ü      Start with consideration of process, rather than people. Is there a procedure or workflow that is causing the difficulty?

ü      Speak in a clear, firm voice, using unambiguous language.

ü      Establish eye contact.

ü      Use the person’s name.

ü      Avoid repeating negative statements.

ü      Be conscious of the personal space of the other person.

ü      Model good behavior (no threatening, name-calling, arguing, raising voice).

ü      Don’t embarrass the other person.

ü      Provide alternatives.

ü      Keep promises that you make.

ü      Don’t take complaints personally.

ü      Seek assistance if needed.

ü      Let it go after the situation is over.

ü      Work jointly on solutions to handle the situation in the future.

ü      Understand your won anger pattern. What situations are most difficult for you?

REMEMBER:  YOU CAN CONTROL YOUR OWN BEHAVIOR. YOU CANNOT CONTROL WHAT OTHER PEOPLE CHOOSE TO DO.

 Debra Wilcox Johnson, Johnson & Johnson Consulting

Copyright © 1999 College of DuPage
College of DuPage Library · Student Resource Center (SRC), Room 2500 ·
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Updated 28 June 2002