Handling Difficult Situations
Resources
- 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)
- Crisis Management: Quick Tips (Reading time: 6 minutes)
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Kendall Zoller on Third Point, Video 1: Roleplay (6:27)
This a roleplay demonstration of the third point method for delivering difficult news.
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Kendall Zoller on Third Point, Video 2: The Method (9:51)
Kendall Zoller, President of Sierra Training Associates, discusses the third point method of delivering difficult news.
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Kendall Zoller on Third Point, Video 3: Exploring the Application (6:21)
Kendall Zoller, President of Sierra Training Associates, explores the application of the third point method for delivering difficult news
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Andrew Alleyne on Handling Complaints (5:14)
Andrew Alleyne, Director and POETS Professor at the University of Illinois, talks about handing complaints.
Andrew Alleyne on Personal Scripts (6:39)
Andrew Alleyne, Director and POETS Professor at the University of Illinois, discusses using personal scripts.
Andrew Alleyne on Delivering Difficult News (8:28)
Andrew Alleyne, Director and POETS Professor at the University of Illinois, describes how to deliver difficult news.
BrandE Faupell on Having Difficult Conversations (4:41)
BrandE Faupell, prior Executive Director of Human Resources at Utah State University, talks about having difficult conversations.
BrandE Faupell Lessons from a Troubled Unit (2:53)
BrandE Faupell, prior Executive Director of Human Resources at Utah State University, discusses how early solutions can prevent a unit from becoming troubled.
Michael Loui on Having Difficult Conversations (2:39)
Michael Loui, Dale and Suzi Gallagher Professor at Purdue University, talks about having difficult conversations.
Rob Rutenbar on Personal Scripts (2:28)
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 (3:06)
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 (3:08)
Richard Wheeler, former Provost for the University of Illinois, describes his experience in using personal scripts in leadership.
Barb Wilson on Difficult Conversations (3:47)
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 Third Point, Video 3: Exploring the Application (6:21)
Kendall Zoller, President of Sierra Training Associates, explores the application of the third point method for delivering difficult news
Difficult Conversations (4:44)
Robert Jones, Chancellor for the University of Illinois Urbana-Champaign, discusses how to have difficult conversations.
Difficult Conversations – Mixed Reactions (1:34)
Bob Easter, President Emeritus of the University of Illinois, talks about different reactions to difficult conversations.
Difficult Conversations – Decision Making and Authority (4:59)
Edward Feser, Provost & Executive Vice President of the Oregon State University, talks about thee relation between difficult conversations and roles of authority.
Critical Friends (11:34)
How to use critical friends to assess your ability to handle difficult situations and conversations.
Delivering Difficult News (7:46)
Kendall Zoller, President of Sierra Training Associates, talks about delivering difficult news.
Delivering Difficult News Techniques (6:33)
Kendall Zoller, President of Sierra Training Associates, describes techniques to help deliver difficult news.