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Dealing with: CHALLENGING COWORKER OR STUDENT SITUATIONS. Sandra Rhoten Associate Dean of Students Judicial Affairs. “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.

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Dealing with challenging coworker or student situations
Dealing with:CHALLENGING COWORKER OR STUDENT SITUATIONS

Sandra Rhoten

Associate Dean of Students

Judicial Affairs


“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 Issues


Who is a difficult person
Who is a difficult person? rocks and curves – about as interesting as concrete.”

  • How do you feel when you encounter a difficult person?


POLL rocks and curves – about as interesting as concrete.”:

What would you do if you had to deal with a difficult person?

Fight ‘em

Charm ‘em

Forget ‘em


Difficult people can: rocks and curves – about as interesting as concrete.”

  • rob you of your dignity

  • destroy your self confidence

  • increase your stress levels

  • destroy your morale

  • erode your self esteem

  • foster negativity

  • decrease productivity

  • make life hellish


Brainstorm examples of situations in work setting
Brainstorm examples of situations in work setting rocks and curves – about as interesting as concrete.”


Managing Anger rocks and curves – about as interesting as concrete.”

  • Understanding more about anger

  • Managing your own anger

  • Dealing with other people’s anger


Handling a difficult person: rocks and curves – about as interesting as concrete.”

angry / upset

  • Listen to them without defensiveness

  • Try to restate the issue from your point-of-view

  • Explain 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 rush

  • Don’t be a difficult person for them


Difficult People rocks and curves – about as interesting as concrete.”

  • Bullscome 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 rocks and curves – about as interesting as concrete.”

DISCUSSION

DISCUSSION

Group discussion on effective strategies for responding to difficult people


Strategies rocks and curves – about as interesting as concrete.” for preventing

difficult behavior in an office setting

  • 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 rocks and curves – about as interesting as concrete.”for responding

to difficult behavior

  • Early intervention

  • Progressive

  • Consistent

  • Consult with supervisor

  • Meet with student

  • When appropriate, report student to Judicial Affairs

  • When appropriate, report student to University Police


Meeting with the difficult student rocks and curves – about as interesting as concrete.”

  • Remain calm

  • 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.

  • Ask questions and summarize

  • 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.

  • Maintain written documentation of the interaction

  • 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 Resources rocks and curves – about as interesting as concrete.”

  • 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


  • Powerpoint guidelines
    PowerPoint Guidelines rocks and curves – about as interesting as concrete.”

    • Font, size, and color for text have been formatted for you in the Slide Master

    • Use the color palette shown below

    • See next slide for additional guidelines

    • Hyperlink color: www.microsoft.com

    • Questions?

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