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
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
Difficult people can:
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
Managing Anger

Understanding more about anger

Managing your own anger

Dealing with other people’s anger
Handling a difficult person:
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-ofview without alienating them. Use “I”
statements instead of “You” statements
Don’t rush
Don’t be a difficult person for them
Difficult People

BULLS come out charging, always on

OSTRICHES bury their heads in the

HYENAS create a negative atmosphere
the offensive, may believe others to
be inferior
sand, trying to avoid problems rather
than deal with them
by being sarcastic and casting doubt
on everything
D
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DISCUSSION
Group discussion on
effective strategies
for responding to
difficult people
DISCUSSION
Strategies 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 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
a. Remain calm
b. 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 summarize
d. 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 interaction
f. 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
 Non-emergency



911
2515
Counseling and
Psychological Services
3040
Dean of Students Office
3211

Judicial Affairs




Consultations
Disciplinary process
Sanctions
Record
4436
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