Working with Difficult People

Level: Advanced Practice – Lineworker

Credits: 6

Intended Audience: New and current child welfare personnel who want to learn how to increase the likelihood of positive interactions with chronically difficult people

Intended Objectives:

• Be able to identify and develop skills to effectively work with chronically difficult people, whether they are client, colleague, or supervisor.

Topics Include:

• Understanding the psychological underpinnings of various types of difficult personalities.
• Understanding our own vulnerability to certain kinds of difficult personalities.
• Incorporate specific skills for coping with difficult people.
• Hostile critics
• Tantrumers
• Covert hostility
• Entitlement
• Victim complainers
• Victim silent non-responders
• Know-it-alls
• Role plays (Fish bowl; Triads)

CalSWEC Competencies Addressed:

1.1 Student demonstrates sensitivity to clients’ differences in culture, ethnicity, and sexual orientation.

2.18 Student demonstrates the ability to engage and work with involuntary clients.

3.3 Student demonstrates understanding of the potential effects of poverty, racism, sexism, homophobia, violence, and other forms of oppression on human behavior.