In a training session by the Poynter Institute, PRNDI managers were given a set of techniques for dealing with different types of behaviors one would consider “difficult” or “negative.”Here are links to the worksheets used. Each sheet provides “tools and techniques.” (Below each link are hints of the content covered by that worksheet.)

Managing Behaviors 01

• Active Listening
• Boomerang
• Naming a Behavior

Managing Behaviors 02

• Confrontation
• Document Behavior
• Enforce Rules
• Feedback Session

Managing Behaviors 03

• Firing Someone
• Ground Rules
• Humor
• Ignoring Behavior

Managing Behaviors 04

• Illuminating Situations
• Open-Ended Questions
• Role Reversal
• Silence

Managing Behaviors 05

• Unexpected Response
• Validation