Handling Difficult Situations


Complaint Handling: Quick Tips (Reading time: 3 minutes)

Conflict and Dispute: Quick Tips (Reading time: 7 minutes)

Confidentiality and Transparency:  Quick Tips (Reading time: 4 minutes)

Personal Scripts:  Quick Tips (Reading time: 4 minutes)

Delivering Difficult News: Quick Tips (Reading time: 5 minutes)

Delivering Difficult News – Annotated Bibliography  (Reading time: 7 minutes)

Complaint Handling Guidelines (Reading time: 19 minutes)

Complaints from External Constituents (Reading time: 4 minutes)

Andrew Alleyne on Handling Complaints

Andrew Alleyne on Personal Scripts

Andrew Alleyne on Delivering Difficult News

BrandE Faupell on Having Difficult Conversations

BrandE Faupell Lessons from a Troubled Unit

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