How to Manage a Difficult Situation

 





We all encounter situations where we disagree with someone or just have difficulting working with them, causing stress and strife for everyone.  Here are some tips to help manage those situations and work productively with even the most difficult people!

When dealing with difficult people, there are really three factors, all of which are important to resolve the situation.

  1. Them
  2. The Situation
  3. You

 

What can you do when you find yourself in a difficult situation?

By thinking about what the other person wants and about how we react to them, we can try to move beyond the situation to a solution …

The CLASS technique

The next time you are confronted with a difficult person, try using the C.L.A.S.S. technique:

C ontrol your own response

L isten to find out what they want

A cknowledge their issues

look for S olutions

S ummarize and close

 

C – CONTROL:  You cannot control anyone’s behavior but your own. Control your own response.  But, as we’ve seen, your behavior can affect the interaction. Keeping a cool head will help the situation.

What you can do:

  • Don’t add to the emotions of the situation – keep your voice tone and volume low and speak slowly
  • Ask no threatening questions
  • Act professional at all times
  • It may help to take a detached view. It’s just the way they are: you had nothing to do with!

 

L – LISTEN: Now that you have your reaction under control, find out what they want.

Active LISTENING is more than letting the other person talk.

Active LISTENING is more than letting the other person talk. When you are Active LISTENING you:

DON’T ASSUME anything about the speaker or their issues. Let them talk without mentally rolling your eyes and dismissing their comments out of hand.

“No one ever … Everyone always … I never … It doesn’t fit … gives me a headache …”

LET THEM TALK: their issues and all of their feelings. No matter if you agree or disagree, whether feelings are positive or negative.

DON’T PLAN YOUR ARGUMENTS: don’t make a mental list of the points you’re going to argue as soon as you can interrupt ... Just listen.

Active Listening can be difficult, even with friends.

Here are some things that can interfere:

  • Assuming in the beginning that the speaker is wrong
  • Mentally criticizing the speaker’s way of talking
  • Pretending to pay attention
  • Making suggestion when you should be listening
  • Disagreeing or blaming when you should be listening
  • Reassuring, sympathizing or consoling when you should be listening
  • Distracting or joking because you are uncomfortable – when you should be listening

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