Everyone will experience a challenging situation and particularly those in leadership roles and care roles. Here are 8 strategies we have learnt to manage difficult situations:

1. Recognise that it is human to have feelings and emotions

2. Do not lose your temper; raise your voice; get angry, sarcastic, or provocative; or attempt to humiliate the aggressor

3. Take a deep breath, relax, and remain calm, neutral, and respectful

4. Do not react and start disagreeing; pause and think before acting

5. Say “No” to unreasonable demands but be prepared to manage any adverse reaction. Saying “No” can be difficult but you have the ability to do so. It is okay to say “No”

6. Do not tell the person that you know how they feel but do try to see the situation from their perspective

7. Show warmth and empathy

8. Do not let a bad experience with one person affect your whole day/shift or your family life – keep a sense of perspective and a professional attitude

Remember to reflect on the positives of the day and that one negative encounter does not require you to spend any more energy on the situation than is needed. Don’t run away from the way you are feeling, don’t react just feel it and let it pass.

If you think you could benefit with some more support when it comes to difficult situations, find out how we can help HERE