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Developing Topnotch CNAs, One In service at a Time Communications Module: Working with Difficult & Combative PeopleINSTRUCTIONS FOR THE SUPERVISOR Step One: Make a copy of the Instructions for the

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1. Stay calm and composed: It is important to remain calm when dealing with difficult and combative people. Losing your temper will only escalate the situation.
2. Active listening: Try to understand their perspective by actively listening to what they have to say. It can help defuse their aggression and make them feel understood.
3. Empathy: Show empathy towards their feelings and emotions. It can help create a bridge for better communication and resolution.
4. Choose your battles: Not all arguments are worth engaging in. Determine which issues are important enough to address and let go of the rest.
5. Set boundaries: Clearly define your personal boundaries and make them known. This can prevent difficult individuals from overstepping and causing further conflict.
6. Find common ground: Look for areas of agreement or shared interests. Focusing on common ground can help establish a more positive rapport.
7. Stay assertive: Express your thoughts and feelings assertively, without being aggressive or passive. Assertiveness can help maintain your self-respect while effectively dealing with difficult people.
8. Seek mediation if necessary: In particularly challenging situations, consider involving a neutral third party to mediate and facilitate a resolution.
9. Take care of yourself: Dealing with difficult and combative people can be emotionally draining. Prioritize self-care and seek support from friends, family, or professionals if needed.

Who needs difficult and combative people?

1. Difficult and combative people can be encountered in various situations:
2. - Employers or managers dealing with difficult employees
3. - Customer service representatives facing irate customers
4. - Lawyers dealing with hostile witnesses or opposing counsel
5. - Healthcare professionals managing challenging patients
6. - Individuals navigating conflicts in personal relationships

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