Insight, Awareness and Active Learning to Deal with Difficult Behaviour
How many of us have gone home after work and spent the evening complaining or worrying about the difficult behaviour of a colleague/manager/customer? It’s a common problem, as often people do not feel equipped to deal with challenging behaviours in the workplace and this results in poor working relationships, lack of motivation, resentment and a decline in performance. There is a tendency to avoid possible confrontation rather than tackle the problem at an early stage. However, with practice and planning, everyone can learn skills to increase their confidence and assertiveness in dealing with difficult behaviour.
In Equilibrium’s ‘Dealing with Difficult Behaviours’ training course explores the reasons behind challenging behaviour in the workplace and equips delegates with the skills to respond appropriately and manage situations which could lead to aggression or conflict. This training enables delegates to consider their own behaviour in relation to difficult situations and develop strategies to diffuse anger and improve communication, whilst maintaining a sense of control.
The content of this course can be customized if delegates wish to focus entirely on dealing with difficult behaviours in a customer facing role – either face-to-face or over the phone. The same principles apply when dealing with colleagues, staff or managers, however, the course for staff on the ‘front line’ has more discussion on best practice with regard to customer satisfaction and retention.
This training is beneficial to line managers and team members in the public, private and voluntary sectors who are looking to increase collaboration and build trust through honest working relationships.
One of the key benefits of this training is that delegates learn to be more proactive with regard to difficult behaviour. They will gain an insight into possible triggers and discuss how to respond to diffuse challenging situations before they escalate.
Delegates will also discuss practical case studies to help them develop active listening skills and build confidence in assertive communication.
By the end of the course, delegates will formulate a plan outlining their sources of support and how they can improve the way in which they deal with challenging behaviour.
Here are some quotes from the delegates following training which was delivered for the teaching staff at a Sixth Form College:
“Have been given advice on how to implement more assertive behaviour at work.”
“Lots of ideas given and ways to deal with situations – very friendly!”
“Will be useful to use a combination of the strategies discussed.”
“I feel that I could speak to difficult individuals with confidence now.”
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