The document discusses how to handle difficult situations in the workplace. It is presented by Jill Hurst-Wahl, an associate professor and director of a library and information science program. She provides tips for dealing with difficult situations, such as learning about the situation, assessing external factors, brainstorming solutions, finding support systems, and trusting one's instincts. She then presents four example difficult situations and asks how readers would address each one. The document aims to help readers effectively manage challenging circumstances that may arise at work.

1. Make the Most of a Difficult
Situation: Solutions to Get
You Through
Jill Hurst-Wahl
@jill_hw
July 16, 2012

2. WHO IS JILL?
Syracuse University School of Information Studies
Associate Professor of Practice
Director, Library & Information Science Program
Consultant, Speaker, Author
The Information and Knowledge Professional’s
Career Handbook: Define and Create Your Success
with Ulla de Stricker
Has had several careers/jobs, each with their own
set of difficult situations.

3. NO ONE IS
IMMUNE
FROM
DIFFICULT
SITUATIONS

4. WHAT IS A DIFFICULT SITUATION?
A situation:
that you do not like
that you do not know how to handle
where you don’t think you have any options
that is a surprise
For example:
New technology implementations
Organizational downsizing
Interpersonal conflicts

5. TIPS FOR HANDLING A DIFFICULT
SITUATION (1/2)
Learn about the situation, what has created it
and possible solutions.
Don’t make assumptions.
Assess the external environment and its impact
on the situation and/or possible solutions.
Brainstorm.
Pull together as a team.
Build support / Find a mentor.

6. TIPS FOR HANDLING A DIFFICULT
SITUATION (2/2)
Learn how to listen to what is said and not said.
Talk one-on-one with the person causing you
angst.
If is harassment, involve human resources.
If you need to leave the environment, have a
strategy.
Remember the positives.
Trust your gut.

7. DIFFICULT SITUATION #1
The organization has decided to reorganize.
The department that you manage is now
reporting to someone who doesn’t value what
you do?
How would you handle this?

8. DIFFICULT SITUATION #2
Your boss generates many new ideas for your
department and expects you to act on them
all. Because of staffing and current priorities,
this is causing conflicts.
How would you handle this?

9. DIFFICULT SITUATION #3
Your organization has decided to move from
its current service model to one that will
require staff to be on-call 24x7. This is raising
many questions and everyone’s blood
pressure.
How would you handle this?

10. DIFFICULT SITUATION #4
You’re getting a promotion, but the timing
isn’t clear. You’re getting two different official
stories and neither makes sense.
How would you handle this?

11. YOUR SITUATIONS?