Handling Difficult Behaviours

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.

Handling 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.

Handling 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.

Handling 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.