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This training provides delegates with insights into the underlying root causes and triggers of someone’s difficult behaviour. The course also provides an awareness of their own behaviour drivers and triggers, and how they impact on the situation.
Dealing with difficult behaviours training can be delivered in two different formats, as detailed below. Whilst the general principles involved are the same we recommend that separate training courses are used for each of the following groups.
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.
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.
Dealing with Difficult Behaviours training is suitable for team leaders, managers, heads of department, supervisors, and anyone wishing to refresh their skills in workplace communication.
Defining the issue
Understanding the dynamics
The organisational context
Managing your own reactions
Confident communication
Taking action
“I feel that I could speak to difficult individuals with confidence now.”
This course gives those with managerial responsibility an understanding of bullying in the workplace and provides an opportunity to discuss good practice in a relaxed, flexible manner with plenty of opportunities for questions and answers.
This course raises awareness of what bullying and harassment is and when it is taking place. It also covers the responsibilities of all those involved together with actions which should be taken if you believe you are being bullied or harassed.
Sexual harassment can have a range of serious physical and psychological impacts for those who experience it. This course both equips those who are harassed with the confidence to speak out and disarms those who perpetrate the harassment by making them aware of inappropriate behaviours.
Please get in touch with us if you have any questions.
We are always happy to talk about our courses and help you to work out the best match for your requirements.
"The quality of the training has been fantastic and our employees are really engaging with the trainer and getting something out of it. Also In Equilibrium makes the whole process very easy to arrange."
"We wanted to provide a course that taught useful and practical coping strategies that our members could put into place straight away. In Equilibrium’s experience showed us that they could provide this, and they tailored the course perfectly."
"In-Equilibrium recently presented Mental Health Awareness to Managers in all of our area offices. The training was really well received and all of the trainers were praised for their in-depth knowledge and understanding."
"The training was very well received by staff who now all intend to implement the session’s practical tips and techniques into their existing roles. A large proportion of the staff rated the facilitator and their delivery as excellent and their only recommendation was for a further and longer session!"
Our purpose is to provide training and consultancy services to enhance resilience, health and wellbeing in the workplace.
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It's natural to have questions about training and how it fits with your organisation. Our FAQs can help you find out more.
View case studies for some of the in-house training courses we have delivered to different types of organisations across the UK.
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