Step 2 - 1

In working with difficult group members, you should

a. retreat from conflict so as to put others at ease.

b. ask yourself questions such as "What am I doing to contribute to the problems?" and "Does the client remind me of anyone in my personal life?"

c. point out their flaws as a way to signal that you are an astute observer who is taking charge of the situation.

d. demand they give up their ways of protecting themselves.