1. Confronting Tough Issues

2. 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.”

3. 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

4. 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

5. 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

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

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

9. 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!

10. 4 5 Case Note Exercise Observation Olivia was late again! 5 January

11. 6 7 Case Note Exercise Observation
January
January 5 6 7
Observation
John said he felt like killing someone!

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