Confronting Tough Issues

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

Confrontation 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

Tough Issue Rules 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

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

Accommodator Collaborator R E L A T I O N S H Compromiser P Competitor Avoider Competitor GOAL

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

4 5 Case Note Exercise Observation January January 5 4 5 Observation Bill came in looking a mess & stressed out

3 4 Case Note Exercise Observation Mark was angry at the world! 5 January January 5 3 4 Observation Mark was angry at the world!

4 5 Case Note Exercise Observation Olivia was late again! 5 January

6 7 Case Note Exercise Observation January January 5 6 7 Observation John said he felt like killing someone!

Marsha was not cooperating Case Note Exercise January January 5 4 5 Observation Marsha was not cooperating