APPROACHES FOR
DIFFICULT SITUATIONS
This section is designed to help the supervisor stay in control of the encounter. “Approaches for difficult situations”
are some suggestions to enhance the supervisor’s management style. A difficult situation is defined as an
encounter where one or both of the participants have a negative reaction that may cause a disturbance.
DRIVER IS DEFENSIVE OR DENIES YOUR COMMENTS:
Listen respectfully.
Repeat what you observed, emphasizing the DOT rules and your company policy.
Point out that the situation requires action, in this case testing or evaluation.
Document the encounter.
DRIVER TALKS NON-STOP:
Interrupt by asking questions that require a “yes” or “no” answer. This will help focus the
event and place you in control of the situation.
Document the encounter.
DRIVER CRIES:
Listen and respond with kindness.
Allow a few moments for the driver to regain control.
Make it clear that you are not blaming, but following the rules.
Document the encounter.
DRIVER REMAINS SILENT:
Make it clear that you are not blaming, but following the rules.
Use a non-threatening question, such as: “Is there anything you’d like to tell me?” and
then remain quiet until the person answers.
Document the encounter.
DRIVER IS AGGRESSIVE OR BELLIGERENT:
Maintain your composure by using a calm tone of voice.
Avoid yelling because it sets up a win-lose situation and could escalate the aggressive
behavior.
Ignore inflammatory remarks.
Stick to the facts, repeating them when needed.
Document the encounter.
DRIVER IS UNCOOPERATIVE:
Repeat your observations and the need for evaluation in a calm, firm voice.
Stick to the facts.
Document the encounter.
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