Executive Director of Health & Counseling Services University of Texas – San Antonio

1. Palo Alto Community CollegePresentation onDealing with Difficult Peopleby Dr. Elizabeth M. Stanczak Executive Director of Health & Counseling Services University of Texas – San Antonio

2. Dealing with Difficult People • Keep your focus on someone’s behaviors and not their mental status • Know you Student Code of Conduct – this will be your best friend when it comes to behavioral problems • Use your Student Judicial Affairs office to deal with difficult students • Human Resources will help with difficult staff or faculty. • Law Enforcement will help with difficult people!

3. Dealing with Difficult People • What is mental illness: • A clinically diagnosable disorder that significantly interferes with an individual’s cognitive, emotional &/or social abilities. • The diagnosis of mental illness is generally made according to the classification systems of the Diagnostic and Statistical Manual of Mental Disorders, Fifth Edition (DSM-IVR) or the International Classification of Diseases, Tenth Edition (ICD-10)

4. Dealing with Difficult People • Why someone becomes upset: • Not feeling heard • Not getting what they want (or need) • Not feeling important (“just a number”) • Frustrated • Confused • All of the ABOVE!

5. Dealing with Difficult People • First thing to do: • Listen (actively and intently) • Remain calm (ignore harsh words) • Alert others to the issues (elicit support) • Never move to put yourself in a position of being “alone” with the person • Explain what you can do, and what you can’t! • Bring in a supervisor (there is strength in numbers)

6. Dealing with Difficult People • Things are getting “out of hand” • Call your campus Security Officer(s) • If available, contact your Counseling Services for support • Call San Antonio Police Department for assistance • Ask permission to contact a family member • Continue to remain calm and “talk with” the student/person

7. Dealing with Difficult People • UTSA SIRT • We have a team of mental health professionals who review all reported incidents where there is a concern for someone’s safety or the safety of others • Mandated Assessment • Based on University of Illinois Suicide Prevention Program • Interview and Testing is used to assess level of risk, along with educating about the student code of conduct.

8. Dealing with Difficult People • Behavior Intervention Team • One UTSA Police Sgt., one UTSA Counselor (me), one Student Judicial Affairs Officer, and one legal counsel from Legal Affairs. This is the “Core” BIT. • Expanded BIT deals with non-student related issues • Any threat to the campus community

9. Dealing with Difficult People • Interviews • Data – information, specifics • Assessment • Mosaic • Personality Assessment Inventory • Risk for self-harm • Risk for violence • Only verbally • Potentially physically

10. Dealing with Difficult People • Use Community Resources • Respect the rights of others • Seek Legal Counsel • Don’t violate the American’s with Disabilities Act • Ensure that you can legally do what you are intending to do (mandate assessment, etc.)

11. Dealing with Difficult People Questions?

12. Dealing with Difficult People • Thank you for your attention and questions! • Please feel free to call if you have any questions: • (210) 458-4140 (Counseling Services) • Wellness Center 1.810 • University of Texas – San Antonio • (210) 458-4142 (Student Health Services) Again, THANK YOU