Handling difficult situations

Resources

Complaint Handling: Quick Tips (PDF)

Conflict and Dispute: Quick Tips (PDF)

Confidentiality and Transparency:  Quick Tips (PDF)

Personal Scripts:  Quick Tips (PDF)

Delivering Difficult News: Quick Tips (PDF)

Delivering Difficult News – Annotated Bibliography  (PDF)

Complaint Handling Guidelines (Executive Briefing)

Complaints from External Constituents (PDF)

Andrew Alleyne on Handling Complaints

Andrew Alleyne on Personal Scripts

Andrew Alleyne on Delivering Difficult News

Michael Loui on Having Difficult Conversations

Rob Rutenbar on Personal Scripts


Rob Rutenbar, Senior Vice Chancellor for Research at the University of Pittsburgh, describes how he uses this important leadership tool.

Rob Rutenbar on Delivering Difficult News


Rob Rutenbar, Senior Vice Chancellor for Research at the University of Pittsburgh, offers his views on how to give someone news that may be hard to hear.

Richard Wheeler on Personal Scripts


Richard Wheeler, former Provost for the University of Illinois, describes his experience in using personal scripts in leadership.

Barb Wilson on Difficult Conversations


Barb Wilson, Executive Vice President and Vice President for Academic Affairs at the University of Illinois, provides advice on how to handle a difficult subject.

Kendall Zoller on Techniques for Delivering Difficult News

Complaint Handling (Video)


A department head hears a complaint from a staff member regarding a high-profile professor. The department head demonstrates effective intake of a complaint.

Difficult Conversations – Troubled Waters

Difficult Conversations – Mixed Reactions

Difficult Conversations – Good Practice

Critical Friends


How to use critical friends to assess your ability to handle difficult situations and conversations.


Was this page helpful?    Yes    No