Confronting Tough Issues

1. Confronting Tough Issues

2. Knowledge and Skills Required ~ Understand conflict styles ~ Apply management techniques �Managing confrontation may be practical at any step along the case management process.�

3. w Is normal w Is neither good nor bad w Can be a catalyst for positive change w Can be either destructive or productive; and w Skills can be learned

4. w Hear the feelings beneath the words w Be in touch with your feelings w Use �I� statements w Forgive and ask for forgiveness w Be responsible to change

5. w One issue at a time w Time out w Here and now w Never use �never� w Avoid rude remarks w Avoid blaming

7. Case Notes S DATE anything you write S QUOTE exactly as stated S Recognize PERTINENT information S Write in SPECIFIC, OBSERVABLE and MEASURABLE terms S If your OPINION, say so

8. 5 Case Note Exercise

9. 5 Case Note Exercise

10. 5 Case Note Exercise

11. 5 Case Note Exercise

12. 5 Case Note Exercise