Navigating Challenging Interactions: A Guide for County Employees

Posted On: September 8, 2025

Every Volusia County employee will encounter difficult people. These interactions are opportunities to demonstrate professionalism and problem-solving skills that reflect well on our organization.

Stay Calm and Professional. Maintain composure by taking deep breaths before responding. Remember that difficult behavior often stems from frustration or stress, not personal animosity. Your calm demeanor can de-escalate tension.

Listen Actively. Give difficult people your full attention and acknowledge their concerns. Phrases like "I understand your frustration" help defuse anger and show you're taking their issue seriously.

Set Clear Boundaries. Be respectful but firm about what you can and cannot do. If someone becomes abusive or threatening, involve a supervisor or security immediately. You have the right to work in a safe environment.

Focus on Solutions. Shift conversations toward resolution by asking "What would you like to see happen?" This transforms you from a target into a collaborative problem-solver.

Know When to Escalate. Don't hesitate to involve supervisors when situations exceed your authority. This ensures citizens receive the best service while protecting you from unnecessary stress.

Take Care of Yourself. After challenging encounters, decompress by talking to colleagues, taking walks, or practicing stress-reduction techniques.

By approaching difficult people with patience and strategic thinking, we strengthen both our resilience and Volusia County's reputation for exceptional service.