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.
