Handling Difficult or Frustrating Members
Suggested Strategy: Use questions to determine the person’s source
of frustration or stress when dealing with tough conversations or
members.
Suggested Questions:
→ Third-Party Question : If we were to ask your peers how they might describe your ability to deal with frustrating or difficult members, what
do you think they might say?
→ Self-Actualized Question: What actions do you think you could take to prepare yourself to successfully handle difficult members?
Suggested Activities:
→ Discussion: “ Tell me four situations with members where you felt the most frustrated or stressed. Now tell me how you might have been
able to handle that situation professionally if you were giving advice to a
peer in your same situation. “
→ Role Play : Use Role Play to practice difficult conversations or tough situation with members based on the examples previously given by the
employee.
→ Learning Project Prep: Make the introduction between this employee and two of their peers that do a good job with handling tough members.
Explain that this person will be observing and practicing difficult
member interactions once a week with each of them for the next few
weeks.
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