Susan, my company I work for (Fresenius Kidney Care) had all of the managers go through a leading with values seminar. We had to meet 5 times and there were various topics related to how to manage difficult staff members. They actually talked about the loud and sometimes rude staff members. When the seminar concluded they gave each of us a “pause” button. I sometimes wear this while working to remind me if there’s conflict, to just take a moment before reacting. Best of luck to you the rest of the semester. Jeff
I like the pause button idea, Jeff. I would need a tattoo on the back of my hand to keep reminding me though. Haha. Over the years I have realized about myself that when people are loud, rude, and angry that it is more about them than it is about me. It pushes my button because I feel like that is not a respectful way to act toward another person. I have to pause and take a breath and remember first that something has made them angry. I listen closely to their complaint and I start with an empathetic response, using calming and quiet gestures and tone. Sir, I understand that you are upset about ____. I take patient care very seriously, and so does (possible problem person.) Would you sit down and discuss what exactly the problem is so that we can find a root cause to the problem? Sadly, some people have learned that if you act that way then others will give you what you want just to appease you. Sadly, there are a lot of adult 2 year olds running around. If you have any other diffusion techniques, let me know.
Susan, my company I work for (Fresenius Kidney Care) had all of the managers go through a leading with values seminar. We had to meet 5 times and there were various topics related to how to manage difficult staff members. They actually talked about the loud and sometimes rude staff members. When the seminar concluded they gave each of us a “pause” button. I sometimes wear this while working to remind me if there’s conflict, to just take a moment before reacting. Best of luck to you the rest of the semester. Jeff
I like the pause button idea, Jeff. I would need a tattoo on the back of my hand to keep reminding me though. Haha. Over the years I have realized about myself that when people are loud, rude, and angry that it is more about them than it is about me. It pushes my button because I feel like that is not a respectful way to act toward another person. I have to pause and take a breath and remember first that something has made them angry. I listen closely to their complaint and I start with an empathetic response, using calming and quiet gestures and tone. Sir, I understand that you are upset about ____. I take patient care very seriously, and so does (possible problem person.) Would you sit down and discuss what exactly the problem is so that we can find a root cause to the problem? Sadly, some people have learned that if you act that way then others will give you what you want just to appease you. Sadly, there are a lot of adult 2 year olds running around. If you have any other diffusion techniques, let me know.