Dealing with Difficult Behaviours
1 Day Course
Whether the problem is dealing with angry and aggressive behaviour, conflicts and disagreements, or negative, defensive and unresponsive people, this training will equip participants with the skills to learn to resolve these situations effectively and positively.
This training course provides delegates with insights into the underlying root causes and triggers of someone’s difficult behaviour as well as awareness of their own behaviour drivers and triggers and how they impact on the situation
Dealing with difficult behaviours in customers, or members of the public
Dealing with difficult behaviours in customers can be challenging. If the situation is handled well, this can improve customer service and relationships which will, in turn create further business opportunities. If those in the front line have strong personal boundaries their own health and well-being will also be protected.
Dealing with difficult behaviours in people you work with regularly
This could be a team member, a colleague, or someone in a more senior role. Difficult behaviour can be detrimental to an employee’s motivation and productivity in the workplace as well as inhibiting the performance of others. When difficult behaviours are not managed effectively a lack of co-operation, tension, stress and poor performance can result.
- Course Duration: 1-day course
- Course Capacity: 12 delegates max (for optimum benefit)
- Availability: All our courses are delivered in-house throughout the UK and Europe
- Customisation: The content can be tailored to meet an organisation’s individual requirements
Who is it for?
Team leaders, managers, heads of department, supervisors, anyone wishing to refresh skills in workplace communication.
This training course can be delivered in two different formats:
- Dealing with difficult behaviours in customers, service users or members of the public
- Dealing with difficult behaviours in people you work with regularly
While the general principles involved are the same we recommend that separate training courses are used for each of the above groups.
- Develop more insight into different types of challenging behaviour
- Understand what makes some people and situations more difficult to deal with
- Gain greater understanding of our own part in the dynamic and how we can use that more effectively
- Learn to look at situations with more objectivity and detachment and to deal with them calmly
- Increase adaptability, flexibility and confidence and acquire a stronger sense of being in control
- Distinguish between what you can control and what you can’t
- Change previously unsuccessful responses to more effective ones
- Identify your sources of support and realise you are not alone
- Learn how to set mental boundaries and manage your energy more effectively
Defining the issue
- Moving from looking at the person to the behaviour
- Understanding different types of difficult behaviour
- Highlighting which types of behaviour we personally find difficult to deal with
- Recognising the business impact of ‘people problems’ – reasons for tackling the issue
Understanding the dynamics
- Looking at our own behaviour and its impact on the situation
- Exploring triggers, responses and payoffs
- Exploring a variety of techniques for dealing with different types of behaviour
- Understanding how communication can break down and how we can ensure the meaning behind our message is received as intended
The organisational context
- Looking at organisational culture
- Defining your support systems, procedures and networks
- Real-life case studies
Managing your own reactions
- Dealing with stressful situations – keeping your sanity
- Managing ongoing and unexpected situations with difficult people
- Building confidence
- Learning how to leave the stress at work
- Using body language confidently
- Developing assertive language
- Negotiation, persuasion and ‘win-win’
- The value of coaching skills – active listening and effective questioning to get to the root of the issue
- Recognising the signals that aggressive behaviour may be about to increase and being armed with strategies to quickly diffuse the situation
- Tools to maintain rapport during disagreements and conflicts: how to express your opinions in a way that won’t escalate the situation
- Adapting the strategies to different communication mediums (face-to-face, telephone) and to fit with your personal style
- When to draw the line: handling abusive and unacceptable behaviour
- Devise a personal action plan to take back to the workplace
Optional Follow-up emails
To help embed the knowledge learned on the day we can provide delegates with follow-up emails revisiting the areas covered on the training course and signposting where to find further information and resources. The final email can include a brief questionnaire to evaluate the effectiveness of the training course.
Discuss aspects of this course with us
If you would like to discuss any aspect of this training course please contact Alastair Taylor on Tel: 0845 548 8054 or e-mail: [email protected]
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