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Confronting Tough Issues

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Confronting Tough Issues

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    1. Confronting Tough Issues

    2. Knowledge and Skills Required ~ Understand conflict styles ~ Apply management techniques “Managing confrontation may be practical at any step along the case management process.”

    3. w Is normal w Is neither good nor bad w Can be a catalyst for positive change w Can be either destructive or productive; and w Skills can be learned

    4. w Hear the feelings beneath the words w Be in touch with your feelings w Use “I” statements w Forgive and ask for forgiveness w Be responsible to change

    5. w One issue at a time w Time out w Here and now w Never use “never” w Avoid rude remarks w Avoid blaming

    7. Case Notes S DATE anything you write S QUOTE exactly as stated S Recognize PERTINENT information S Write in SPECIFIC, OBSERVABLE and MEASURABLE terms S If your OPINION, say so

    8. 5 Case Note Exercise

    9. 5 Case Note Exercise

    10. 5 Case Note Exercise

    11. 5 Case Note Exercise

    12. 5 Case Note Exercise

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